Terms and conditions

1. Scope

These terms govern removals, packing, storage and associated transport carried out by Putney Removals for customers in SW15 and the surrounding area. They become part of our agreement once a written quotation is accepted.

2. Surveys and quotations

Every quotation follows a survey. The survey fixes the volume, the access at each end — including staircases, turns and lift dimensions — the depth of packing, and whether goods are to be held. A written quotation stands for thirty days from its date, against the inventory taken at that survey.

Where the inventory changes, we tell you before continuing and confirm any revised figure in writing. Nothing about a quotation is altered on the day without your agreement.

3. Booking and payment

A booking becomes firm once the quotation is accepted in writing and any deposit stated on it is paid. A deposit is returned in full on cancellation more than fourteen days ahead of the booked date; within that window part or all of it may be retained against costs already committed.

The balance falls due as the quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing. Interest may fall due on anything unpaid after that.

4. Access, shared parts and what sits with you

Describing the access at both ends is your responsibility: floors, flights, turns, lifts and their door openings, shared entrances, and any parking restriction. Where a building requires a lift booking, a bay, or notice to a porter or managing agent, obtaining those rests with you, though we will set out precisely what to request.

We protect communal halls, staircases and lifts as a matter of course. Where access proves materially different from the description and the job therefore takes far longer or needs other equipment, we raise it with you at the time rather than adjusting an invoice quietly.

5. Items that cannot be moved

Where a survey establishes that an item cannot pass a staircase, turn, doorway or lift opening, we will say so before the move. We do not remove, unscrew or alter any part of a building — including communal fabric in a converted or managed building — in order to move an item.

6. 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 are best kept with you.

7. Cover

Goods in transit and in store are covered to the level your quotation and storage agreement state, subject to the exclusions written there. Declare anything of unusual value before the move so it can be handled and covered properly.

Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

8. Storage

Goods we hold are loaded, inventoried and recorded at the collection address. Charging runs from the collection day in the periods the storage agreement sets out. Reaching held goods is by arrangement and requires reasonable notice.

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 to you for any surplus.

9. Matters outside our control

Planning does not give us authority over traffic, weather, port or crossing disruption, customs processing, a chain collapsing, or a building withdrawing lift access on the morning. Where any of that bears on your move we tell you at once and work out the best remaining option with you.

10. Moves outside the UK

Customs clearance on a European move is handled by us or our appointed agent against the inventory taken at your property. Obtaining the documents marked as yours on the relevant country page is your responsibility, as is the accuracy of what you tell us for the declaration. Duties, taxes and charges imposed at the destination are payable by you unless the quotation states otherwise.

11. 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.

12. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

13. 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.