Terms and conditions

1. Prices

A price is based on what you have told us — how much is moving, the floor at each end, the access, the parking and the size of anything unusual. If the job is materially different when we arrive, we will tell you what the difference costs before we carry on, not afterwards.

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

2. Booking

A provisional date costs nothing and commits neither of us. A booking is confirmed when you accept the price in writing and, where we have asked for one, pay a booking deposit.

Where a deposit has been paid 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.

3. Collections from a third party

Where we are collecting from somebody who is not you — a seller, a shop, a previous occupier — you are responsible for giving us an accurate address, a contact number, and for making sure that person expects us and has the item available.

We will not remove anything from a third party’s property without their agreement on the day. Where a collection fails because the item is not available or nobody is there, an abortive attendance is chargeable.

4. Access and parking

You are responsible for telling us the floor at each end, whether there is a lift and whether it is usable, and any parking restriction or permit requirement. Where a van has to stand significantly further away than we were told, the additional carrying is chargeable.

5. Items that will not fit

Where we advise that an item will not pass a staircase, turn, doorway or lift, and you ask us to attempt it anyway, we will do so only by agreement and we cannot accept liability for damage to the item or the property arising from the attempt.

We will not remove a window, a door or any part of a building, and we will not force anything.

6. Communal areas

We protect shared halls, stairs and door frames as standard and we will not prop a fire door open under any circumstances. Where a building’s own rules restrict access, routes or working times, you must tell us before the booking.

7. 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.

8. Liability

We carry goods-in-transit and public liability insurance. Details, sums insured and exclusions are provided with your price. 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, for pre-existing damage or wear, or for loss caused by anything outside our reasonable control.

Second-hand items bought unseen are moved as found, and we cannot be responsible for the condition they were in when we collected them.

9. 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.

10. 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.

11. Payment

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

12. Complaints

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

13. 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