Terms and conditions

1. What these cover

These terms apply to removals, packing, storage and related transport carried out by Croydon Removals for customers in the London Borough of Croydon and the surrounding area. They form part of the agreement between us once you accept a written quotation.

2. Surveys and quotations

We survey before we quote. A survey settles the volume, the access at each end, how deep the packing goes, and whether any of it needs holding. A written quotation is valid for thirty days from its date and is given against the inventory recorded at that survey.

If the inventory changes — a loft, garage or room that was not shown to us — we tell you before proceeding and confirm any revised figure in writing. Nothing about a quotation changes on the day without your say-so.

3. Booking and payment

We treat the booking as confirmed when the quotation is accepted in writing and any stated deposit is paid. Where a deposit is taken it is refundable in full if you cancel more than fourteen days before the booked date; inside that period it may be retained in whole or in part against costs already committed.

The balance is payable in accordance with the quotation and in any event no later than fourteen days from the invoice date unless agreed otherwise in writing. Anything still outstanding after that may attract interest.

4. Access, buildings and what rests with you

You are responsible for telling us about access at both ends: the floor, whether there is a goods lift, stairs, steps, gradients, gates, private roads and weight or height restrictions. Where a building requires a lift booking, a loading bay or management approval, obtaining those rests with you, though we will tell you exactly what to ask for.

Where access proves materially different from what was described and the job takes substantially longer or needs different equipment, we discuss it with you at the time rather than adjusting the invoice silently.

5. Goods we will not carry

We do not carry hazardous or prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition or similar. No perishables and nothing living. Plants can come, at your risk rather than ours. Keep money, jewellery, deeds, passports and medication on your person rather than putting them on the van.

6. Cover for your goods

Goods in transit and in store are covered to the level stated on your quotation and in the storage agreement, subject to the exclusions stated there. Items of unusual value must be declared before the move so they can be handled and covered appropriately.

Goods you have packed yourself are covered for loss or damage caused by our handling, but not for damage attributable to the packing itself.

7. Storage

Goods held by us are loaded, inventoried and recorded at the collection address. Charges start on the day we collect, billed in whatever periods the storage agreement sets. Access to held goods is by arrangement and needs reasonable notice.

Where storage charges remain unpaid and we have given written notice allowing not less than thirty days for settlement, we may exercise a lien over the goods and ultimately sell them to recover what is owed, accounting to you for any surplus.

8. Delays and matters outside our control

We plan carefully and still cannot control traffic, weather, port or crossing disruption, customs processing, the actions of third parties in your chain, or a building withdrawing lift or bay access on the day. Where something outside our reasonable control affects your move we tell you promptly and work out the best available course with you.

9. International moves

On moves outside the United Kingdom, customs clearance is carried out by us or our appointed agent against the inventory recorded at your property. The documents listed as yours on the country page are yours to obtain, and the declaration relies on the accuracy of what you tell us. Duties, taxes or charges levied by an authority in the destination country are payable by you unless the quotation says otherwise.

10. Claims

If something is lost or damaged, tell us as soon as you notice and in any event in writing within seven days of delivery or of removal from store. Keep the damaged item and its wrapping so that it can be examined. Reporting late may affect what can be recovered under the cover.

11. Cancellation by us

If doing the work would be unsafe, unlawful, or impossible for reasons we cannot control, we may cancel or postpone. In that event we refund sums paid for work not carried out.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute arising from them.

Questions

If anything here needs explaining before you book, ask on the contact page.