Terms and conditions

1. Scope

These terms govern van transport, collections, deliveries, swap-outs, dismantling, short-term storage and overland runs carried out by Removal Van London in Greater London, elsewhere in the UK and abroad. They become part of our agreement once a written price is accepted.

2. Two-leg jobs

Where a job has a return leg, the written price states whether it is carried out as one visit with the vehicle waiting or as two separate visits. That depends principally on whether a vehicle can lawfully stand at the address for the period required.

Where a second leg is added after the booking, it is quoted separately as a further visit. A price for one leg does not fix the price of a second.

3. Waste, which we do not carry

We do not hold a waste carrier licence and do not carry waste for disposal in any circumstances. We will move goods to a purchaser, a charity, a family member, a storage facility or another address.

Where an item has no destination other than disposal, we will say so and decline that part of the work. Arranging a licensed carrier is your responsibility and the liability for improperly disposed waste attaches to the householder as well as to a carrier.

4. Goods delivered to third parties

On a collection or delivery involving a charity, a buyer, a seller or a hire company, we act for you and not for them. We do not make or receive payment on your behalf, verify that goods match a description, inspect for defects, or negotiate on your behalf.

Where a receiving party declines to accept an item — a charity refusing upholstered furniture without an intact fire label, for example — we will contact you and act on your instruction, including returning the item. A wasted journey caused by a refusal or by a party being absent remains chargeable.

5. Venue and building windows

Where a venue, building or facility sets an access or break-down window, meeting it depends on that party granting access at the stated time. We will attend within the window agreed and cannot accept responsibility for charges levied by a venue for an overrun caused by goods not being ready.

Where we assist with packing a stand or display that was booked as a collection only, that assistance is chargeable and we will say so at the time rather than afterwards.

6. Two crew, and no customer handling

Every job involving furniture or stairs is carried out by two crew. We do not provide a driver-only service at any price.

We ask customers not to assist with carrying. It is a matter of our insurance and our lifting practice, and an additional untrained person on a staircase increases the risk to everybody.

7. Appliances and disconnection

We do not disconnect or connect plumbed or wired appliances. Anything of that kind must be disconnected by the appropriate trade before we attend, and we will move it once it has been.

Where an appliance has not been disconnected on arrival, the work cannot proceed and the visit remains chargeable.

8. Access, measurements and what sits with you

Describing access at both ends is your responsibility: floors, lifts, lift door openings, staircases and their turns, loading bay heights and any parking restriction.

Where an item cannot be moved because it will not pass the route described, and that route was not accurately described to us, the work carried out remains chargeable.

9. Parking and the standing point

Vehicles are parked only where it is lawful to do so. We will not stop on a red route, in a bus lane during its hours, in an unsuspended residents' bay or on a footway.

Where the nearest lawful standing point is at a distance, the resulting carry forms part of the job. On a two-leg job in central London the absence of a lawful standing point is generally why the work becomes two visits.

10. Booking and payment

A booking becomes firm once the written price is accepted and any deposit stated on it is paid. A deposit is returned in full on cancellation more than seven days ahead of the booked date; inside that window some or all may be retained against costs already committed.

The balance falls due as the written price states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing.

11. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication should stay with you.

We also do not move pianos, organs or comparable instruments, safes without inspecting them first, or whole-house removals requiring a removals vehicle and a full crew.

12. Cover

Goods in transit and in store are covered to the level your written price and storage agreement state, subject to the exclusions written there. Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

13. Storage

Goods we hold are loaded, listed and recorded at the collection address and a copy of the list is provided. Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting for any surplus.

14. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, a lift failing, a venue or building withdrawing access, a receiving party being absent, crossing disruption or customs processing. Where any of that bears on your job we tell you at once and agree the best remaining option.

15. Overland runs outside the UK

Customs clearance and transit documentation on an overland run are handled by us or our appointed agent against the inventory taken before departure. You are responsible for obtaining the documents marked as yours on the relevant country page and for the accuracy of what you tell us.

Duties, taxes and charges imposed at the destination are payable by you unless the written price states otherwise. A paired return load, where one is found, is a discount applied at our discretion and never a term of the agreement.

16. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

17. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.