Terms and conditions

1. Who we are

These terms govern the services provided by Ealing Removals ("we", "us"). They apply to every quotation we issue and every removal and packing service we carry out, unless we have agreed something different with you in writing.

2. Quotations

A quotation is based on the information you give us and on what we observe at survey. It covers the goods, the properties and the access arrangements identified at that point, including the communal route.

A written quotation remains open for acceptance for thirty days from its date unless it says otherwise. After that period we may re-quote.

Where the work differs materially from what was surveyed — additional goods, a storage space we were not shown, more communal flights than described, or a stair that differs from what was represented — we will tell you before proceeding and agree any adjustment with you.

3. Communal parts

We protect the communal route as standard and take reasonable care of parts of the building that are not in your sole ownership. You confirm that you are entitled to use the communal parts for access on the day.

Where another resident obstructs the communal route on the day and the obstruction cannot be resolved, additional crew time arising is chargeable, and we will raise it with you at the time rather than afterwards.

4. Structural permissions

We will not fix a hoist or lift to the structure of the building, remove a window or sash, or remove a communal door, without confirmation from you that the freeholder or the other leaseholders have agreed.

Obtaining that agreement is your responsibility once we have told you it is needed. Where it is not available, the item concerned may not be capable of being moved, and that is not a failure of performance on our part.

5. Parking suspensions

Where we have agreed to apply for a parking bay suspension we do so using the addresses and date you give us. Grant is at the discretion of the local authority and cannot be guaranteed. Where a suspension is refused, not granted in time, or obstructed on the day, we will carry out the move from the nearest workable position and any additional crew time arising from a materially longer carry is chargeable.

6. Booking and payment

A booking is confirmed when you accept the quotation in writing and pay any deposit we have asked for. The balance falls due before the goods are delivered, and in any event no later than seven days after delivery where we have agreed credit terms in writing.

7. What we will not carry

• Prohibited or stolen goods, drugs, and anything unlawful to possess or move.
• Firearms, ammunition and explosives.
• Fuel, gas cylinders, and goods likely to become dangerous, explosive or flammable.
• Paint, solvents and garden chemicals.
• Goods likely to attract vermin, or which may cause infestation or contamination.
• Perishable food and open containers of liquid.
• Plants and living creatures.
• Jewellery, cash, deeds, securities and items of exceptional value, unless agreed in writing beforehand.

8. Your responsibilities

• Being present, or having an authorised representative present, at collection and delivery.
• Telling us accurately how many communal flights there are and what the stair is like.
• Telling us about anything of unusual value or fragility before it is packed.
• Telling us about storage spaces — eaves, vaults, sheds, cellars — before the survey.
• Preparing appliances, disconnecting services, and emptying anything that must travel empty.

9. Liability and cover

We carry goods in transit and public liability insurance. The level applying to your move is stated in your quotation. Public liability cover extends to the communal parts of the building through which we work.

Loss or damage must be reported to us in writing within seven days of delivery, and the goods and their packaging kept available for inspection. Claims notified after that period may not be capable of proper investigation and may be refused on that basis.

We are not liable for loss or damage caused by circumstances beyond our reasonable control, by defects inherent in the goods themselves, by goods packed by you where the damage arises from that packing, or by electrical or mechanical faults not evidenced by external damage.

Where dismantling or reassembly is carried out at your request on an item not designed to be taken apart, we will tell you beforehand and are not liable for damage inherent in that process.

10. Cancellation

You may cancel a booking. Where you cancel more than fourteen days before the agreed collection date, any deposit is refunded in full less any local authority fees already committed. Cancellations inside that period may be subject to a charge reflecting costs already committed, including crew and vehicle allocation.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, save that nothing here removes any right you have as a consumer.

12. Getting in touch

Questions about these terms go to hello@ealingremovals.uk. Where these terms and anything stated elsewhere on this website conflict, these terms apply to the contract between us.