Terms and conditions

1. Quotes

A quote is based on the information you give us and on what we saw at the survey. If the job is materially different on the day — significantly more to move, no parking where we were told there would be, an access route that cannot be used — we will tell you what the difference costs before we carry on, not afterwards.

A written quote remains valid for thirty days from the date it is issued unless it says otherwise on its face.

2. Booking and deposits

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

Where a booking deposit has been paid and you cancel more than fourteen days before the agreed date, the deposit is refunded in full. Inside fourteen days it is retained against the slot held for you.

3. Changeover windows

Where the work has to happen inside a changeover window, you are responsible for telling us accurately when the property will be empty of guests and when it must be released to your cleaners. We plan to the window you give us.

If we advise before the booking that the work will not fit the window and you ask us to proceed anyway, we will do so, but we cannot accept responsibility for the consequences of overrunning it.

4. Keyholders and access

Where you will not be present, you must nominate a keyholder in writing before the day, with a contact number at which they can be reached. We will not collect keys from a lockbox we have not been told about in writing, and we will not release goods to anybody who is not the customer or the nominated keyholder.

5. What you are responsible for

Telling us about access restrictions, permit requirements, lifts out of service, listed building or conservation area constraints, and anything unusually heavy or fragile. Making sure the property is ready when we arrive. Removing your own fixings. Dealing with anything we are not permitted to carry.

6. 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; solvents, resins, thinners and spirits; perishable food; plants that may harbour pests; and living animals. Please carry these yourself or dispose of them before the day.

7. Work in progress and unfinished work

Where we are moving a studio or workshop, we will advise which items we consider safe to transport. Where you ask us to carry unfinished or unstable work against that advice, we will do so only by written agreement and we cannot accept liability for damage to those items.

8. Liability

We carry goods-in-transit and public liability insurance. Full details, sums insured and exclusions are provided with your quote. We are not liable for damage to goods you packed yourself where the damage is attributable to the packing, for electrical or mechanical faults appearing after a move without external damage, or for loss caused by anything outside our reasonable control including weather conditions that make an exposed route unsafe.

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 at the property.

10. Waste and disposal

Where we remove items for disposal or donation we do so under our waste carrier duty of care and provide you with the relevant paperwork. Title in disposed items passes to us on collection.

11. Payment

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

12. Storage

Storage charges run from the date goods enter store and are billed in advance for each period. Goods are released against a cleared account.

13. Complaints

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

14. 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.

Margate Removals