Terms and conditions

1. Quotations

A quotation is based on the volume, access and services identified at survey, and on the information you have given us. A quotation remains open for acceptance for thirty days from its date unless it says otherwise. If what we find on the day differs materially from what was described — significantly more volume, an access restriction we were not told about, a property we cannot reach with the agreed vehicle — we will tell you before proceeding and the charge may be adjusted.

2. Your obligations

• Give accurate information about the goods, the addresses and the access at both ends
• Be present, or nominate someone who can make decisions on your behalf
• Obtain any parking permission or bay suspension that only the occupier can apply for, where we have told you this is the case
• Remove from the load anything listed under clause 4 as not accepted
• Make sure nothing is left behind and nothing is taken in error before we leave either address

3. What we do

We will carry out the work described in your quotation with reasonable care and skill, using crews and vehicles appropriate to the job. Where we have quoted for packing, we supply the materials and do the packing described. Where you pack yourself, clause 5 applies to those cartons.

4. Goods we do not carry

We do not accept: cash, jewellery, deeds, securities or similar valuables; illegal items; firearms and ammunition; explosive, flammable or corrosive substances, including gas bottles and fuel that has not been drained; plants or foodstuffs likely to spoil or attract vermin; and live animals. Anything of exceptional value must be declared before the move so that appropriate arrangements can be agreed in writing.

5. Liability and cover

We hold goods in transit and storage cover, and the level applying to your move is stated in your quotation. Cover is subject to its own conditions and exclusions, and we will supply those on request before you book.

Cartons packed by you are carried, but our liability for their contents is limited unless there is visible damage to the carton itself, because we cannot verify what went into them or how. The same applies to items you have instructed us to move against our advice, and to goods of a nature or value you have not declared.

We are not liable for loss or damage caused by circumstances outside our reasonable control, for pre-existing defects in goods or buildings, for electrical or mechanical faults in appliances where there is no external damage, or for indirect loss such as lost income arising from a delay.

6. Claims

Loss or damage must be noted at the point of delivery where it is apparent, and reported to us in writing within seven days of delivery. Claims made outside that window may not be accepted. Please do not dispose of damaged items or their packing before we have had the opportunity to inspect them.

7. Payment

Unless we have agreed credit terms in writing, payment is due in cleared funds before the goods are unloaded at the destination. Where a deposit has been taken to secure a date, it is applied to the final invoice. Overdue accounts may attract interest and recovery costs at the statutory rate.

8. Cancellation and postponement

You may cancel or postpone a booking by telling us in writing. A deposit is refundable in full if the booking is cancelled more than fourteen days before the agreed date. Inside that period, and where we have already committed crew, vehicles or a groupage slot, a charge reflecting our actual costs may be retained. We will always set out any such charge in writing rather than deducting it silently.

9. Storage

Goods held in store are subject to the storage terms in your storage agreement, including charging periods, access arrangements and the notice required for delivery out. We may exercise a lien over goods in store in respect of unpaid charges.

10. International moves

For moves outside the UK you are responsible for the accuracy of the declarations made on your behalf and for providing the personal documentation the destination country requires. Customs authorities may inspect, hold or require additional documentation for a consignment; where that happens, any resulting charges and delays are outside our control and are passed on at cost. We will tell you what is required and when, as early as we can.

11. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Nothing here affects your statutory rights as a consumer.

12. Contact

Questions about these terms go to hello@eastsussex-removals.co.uk. East Sussex Removals will confirm anything material in writing rather than by phone alone. How we handle your information is set out in the privacy policy.