Terms & conditions

Quotes

A quote is based on the information you give us about your move — the volume, the addresses, the access, and any services you ask for. If those details change, the quote may change too. Unless we say otherwise in writing, a written quote is valid for thirty days from its date.

Bookings & deposits

Your move is confirmed once we’ve agreed a date and issued a booking confirmation. Where a deposit is required to hold the date, it will be stated on your confirmation and deducted from the final balance. The balance is due on or before completion of the move unless we’ve agreed otherwise in writing.

Your responsibilities

• Give accurate details about the property, access and what’s being moved
• Arrange any parking or lift access you can, and tell us where you cannot
• Empty and prepare appliances, and declare anything hazardous or unusually valuable
• Be available (or nominate someone) to give instructions on the day

Items we can’t carry

For safety and legal reasons we can’t transport certain goods — including hazardous or flammable materials, illegal items, and perishable or living things. If you’re unsure about an item, ask us before the day.

Liability & insurance

We carry goods-in-transit and public liability insurance, and we handle your belongings with care. If something is lost or damaged while in our care, you must tell us in writing so we can deal with it — within seven days of the move. Claims made after that period may not be covered. Our liability is as set out in your booking contract.

Cancellations & changes

If you need to cancel or move your date, please tell us as early as you can. You may cancel a booking within fourteen days of confirming it and receive a refund of any deposit, provided the move date is not within that period. Cancellations closer to the move date, or changes on the day, may incur a charge to cover costs already committed; any such terms are set out in your booking confirmation.

International moves

For moves outside the UK, transit times depend on the route, the crossing, customs clearance and consolidation scheduling. We prepare the customs paperwork, but clearance is ultimately subject to the authorities in the destination country, and we can’t be responsible for delays outside our control. Your quote will include an estimated window.

Getting in touch

Any questions about these terms? Email us at hello@hounslow-removals.co.uk and we’ll be glad to explain.