Terms and conditions

1. Quotes

A quote is based on what you have told us and on anything we have seen. If the job is materially different on the day, we will tell you what the difference costs before we carry on rather than afterwards.

A written quote remains valid for thirty days from the date it is issued unless it says otherwise.

2. Provisional bookings

A provisional booking costs nothing, commits neither of us, and holds a date in our diary while you wait on a landlord, a letting officer or another household.

You may change a provisional date as many times as you need to, and there is no charge for doing so. If the move does not go ahead at all, tell us and we will remove it from the diary. We will not invoice you for a provisional booking that never became a job.

3. Confirmed bookings and changes

A booking is confirmed when you accept the quote and tell us the date is fixed. Where we have asked for a booking deposit and you cancel more than fourteen days before the agreed date, it is refunded in full; inside fourteen days it is retained against the slot held for you.

Where a confirmed date is moved by your landlord, your letting officer or the household you are exchanging with, and you tell us as soon as you know, we will move the booking and we will not treat that as a cancellation.

4. Mutual exchanges

Where you are exchanging, you authorise us to contact the other household’s remover to agree the sequence of the day. We will share the address, the date and the plan, and nothing else.

We cannot be responsible for delays caused by the other household or their remover. Where a delay means your goods cannot be delivered, we will store them and the storage is chargeable.

5. Handing the old property back

The condition in which a property must be returned is set by your landlord and is a matter between you and them. We will clear what you ask us to clear and provide the disposal paperwork, but we do not advise on, and are not responsible for, whether a property passes an inspection.

6. Access and what you tell us

You are responsible for telling us the floor at each end, whether there is a working lift, any parking restriction, and anything unusually heavy or fragile. Where a van has to stand significantly further away than described, the additional carrying is chargeable.

7. Acting for you

Where you will not be present, you must nominate somebody in writing before the day, with a number at which they can be reached. We will not take keys from, or release goods to, anybody who is not the customer or that nominated person.

8. Items we will not carry

Cash, jewellery, deeds, passports and similar valuables; controlled drugs; firearms and ammunition; fuels, gas bottles, fireworks and other hazardous goods; perishable food; plants that may harbour pests; and living animals. Please carry these yourself.

9. Liability

We carry goods-in-transit and public liability insurance. Details, sums insured and exclusions are provided with your quote. We are not liable for damage to goods you packed yourself where the damage is attributable to that packing, for electrical or mechanical faults appearing after a move without external damage, or for loss caused by anything outside our reasonable control.

10. Claims

Damage must be reported to us in writing within seven days of delivery, with photographs, so that we have a genuine opportunity to inspect. We would far rather you told us on the day, while we are still there.

11. Waste and disposal

Where we take items away for disposal or donation we do so under our waste carrier duty of care and provide the paperwork. Title in disposed items passes to us on collection.

12. Payment

Payment is due on completion unless we have agreed otherwise in writing. Invoiced accounts are payable within fourteen days of the invoice date.

13. Storage

Storage charges run from the date goods enter store and are billed in advance for each period. Goods are released against a cleared account.

14. Complaints

Email hello@mitchamremovals.uk. We will acknowledge your complaint and give you a named person dealing with it.

15. Law

These terms are governed by the law of England and Wales and are subject to the non-exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.

Mitcham Removals