Terms and conditions

1. Scope

These terms govern removals, packing, storage and associated transport carried out by Gravesend Removals for customers in Gravesend, Northfleet, the DA postcodes 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 covering each address involved, which fixes the volume, the access at every end, 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 is altered on the day without your agreement.

3. Moves involving more than one address

Where a job has more than one collection or more than one delivery address, each address is treated as part of a single instruction and the order of work is set out on the quotation. Each delivery address receives a written record of what was delivered there.

Where the two ends of a job belong to different people, we will confirm in writing who has instructed us, who is liable for payment, and to whom each inventory is released.

4. Division of goods, and disputes

Where goods are being divided between two addresses, that division must be agreed between the parties, or set out by their solicitors, before the day. We move and we record; we do not determine ownership.

Where an item is disputed on the day we will not deliver it to either party on one party's word. It will be placed into storage pending agreement, and the storage charge falls to the instructing party unless agreed otherwise.

5. 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; inside that window some or all 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.

6. Access and what sits with you

Describing access at every address is your responsibility: floors, lifts, staircases, drives, gateways, lane surfaces and any parking restriction. Where a street requires a bay suspension we will apply, though we cannot guarantee it is granted or that a suspended bay is clear on the day.

Where access proves materially different from the description and the job therefore takes substantially longer or needs other equipment, we raise it with you at the time rather than adjusting an invoice quietly.

7. 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.

8. 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.

9. Storage

Goods we hold are loaded, inventoried and recorded at the collection address, and where more than one household is involved each share is recorded under the name it belongs to. Charging runs from the collection day in the periods the storage agreement sets out.

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 the instructing party for any surplus.

10. Matters outside our control

Planning gives us no authority over traffic, weather, crossing or tunnel closures, road works, port disruption, customs processing, or a chain collapsing. Where any of that bears on your move we tell you at once and work out the best remaining option with you.

11. 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. You are responsible for obtaining the documents marked as yours on the relevant country page and for the accuracy of what you tell us for the declaration, including how many households the consignment actually represents. Duties, taxes and charges imposed at the destination are payable by you unless the quotation states otherwise.

We do not carry out sea or air freight. Where a destination requires either, we will say so rather than accept the booking.

12. 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.

13. 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.

14. 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.