Terms and conditions

1. Who we are

These terms govern the services provided by House London Removals ("we", "us"). They apply to every quotation we issue and every removal, packing and storage 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.

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

If the work turns out to differ materially from what was surveyed — additional goods, a loft or cellar we were not shown, an access route that has changed — we will tell you before proceeding and agree any adjustment with you.

3. 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.

We do not release goods held in storage while any sum properly due to us remains outstanding.

4. Completion-dependent moves

Where your move depends on the completion of a property transaction, you acknowledge that neither the timing of completion nor the release of keys is within our control or yours.

We will agree a contingency with you in advance covering delayed release of keys and failure to complete. Where that contingency is invoked — the load held on the vehicle beyond the working day, or transferred into storage — the charges for it are as stated in your quotation.

Where you postpone a booking because a completion date has moved, we will re-schedule at no additional charge where we reasonably can. Charges already irrecoverably committed on your behalf, including local authority parking suspension fees, are not refundable.

5. Parking and access

Where we have agreed to apply for parking bay suspensions, we do so on the basis of the addresses and date you give us. Grant of a suspension is at the discretion of the local authority and we cannot guarantee it.

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. Additional crew time arising from a materially longer carry is chargeable and will be raised with you before it is incurred wherever practicable.

6. 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.

If such items are found in the load we may remove them and dispose of them lawfully, and you will be responsible for any resulting cost.

7. Your responsibilities

• Being present, or having an authorised representative present, at collection and delivery.
• Telling us promptly of any change to your completion date as soon as you are aware of it.
• Telling us about anything of unusual value or fragility before it is packed.
• Obtaining any permissions a freeholder or managing agent requires, where we have told you these are yours to obtain.
• Preparing appliances, disconnecting services, and emptying anything that must travel empty.

8. Liability and cover

We carry goods in transit and public liability insurance. The level applying to your move is stated in your quotation.

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 of an item is carried out at your request and the item is not designed to be taken apart, we will say so beforehand and are not liable for damage inherent in that process.

9. Delays

We plan every move around a stated sequence and keep you informed. We are not liable for delay caused by the conduct of any party to your property transaction, by the banking system, by weather, traffic incidents, industrial action, road closure or other circumstances outside our reasonable control.

10. Storage

Where we store goods for you, storage charges run from the date the goods enter store and are payable in advance for each storage period. Goods may be moved between facilities where we need to, at our cost.

11. 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.

12. 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.

13. Getting in touch

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