Terms and conditions

1. What these terms cover

They apply to quotes issued and services carried out by Northamptonshire Removals, including storage. The booking contract for your move sits alongside them, and where the two differ the booking contract takes precedence.

2. Quotes

A quote is built from what you tell us and what we see at survey. It assumes the access described at both properties and a volume matching the survey. Where either differs materially we will tell you what it changes before proceeding. Unless stated otherwise, a quote remains open for thirty days from issue.

3. Booking and deposit

Your date is held once the booking is confirmed and any deposit paid. Where a deposit is taken it is refundable in full if you cancel within fourteen days of paying it, provided that period ends before the move date.

4. Changing or cancelling

Tell us as soon as you know. Cancelling or postponing close to the date may attract a charge reflecting crew and vehicles committed to you that can no longer be reassigned; the scale is in the booking contract. On European bookings, cancelling after a crossing or consolidation slot is reserved may carry third-party costs we cannot recover.

5. Access and parking

Where we have agreed to apply for a suspended parking bay we will do so, but the decision and the timescale belong to the local authority. Where a suspension is refused, a lane proves impassable for the planned vehicle, or a booked lift is unavailable on the day, we will carry out the move by the best alternative means and tell you what that changes before starting.

6. Goods we will not carry

Petrol, gas cylinders, aerosols in quantity, paint and solvents, explosives and other hazardous goods. We will not knowingly carry illegal items, live animals or perishable food. Money, jewellery, deeds and passports should travel with you. Additional restrictions apply to loads entering the EU, including certain foods, plants and plant products; we supply the applicable list before packing.

7. Your responsibilities

Providing access at both properties, obtaining any permission or lift booking that is yours to arrange, declaring items of unusual value, weight or fragility, and checking nothing is left behind before we leave. Boxes you pack yourself are packed at your risk. On a European move you are responsible for the accuracy of your declarations and for obtaining the personal documentation the destination requires.

8. Our liability

We carry goods-in-transit and public liability insurance. Cover levels, per-item limits and exclusions are set out in the booking contract and should be read before you confirm. We are not liable for damage to items packed by you and not inspected by us, for pre-existing damage or wear, for mechanical or electrical faults appearing after transit without external damage, or for loss caused by circumstances outside our reasonable control.

9. Reporting a problem

Note anything visible on the delivery paperwork before we leave. Anything found afterwards must be reported within seven days of delivery so we can inspect it. Please keep the item and its packaging until the claim is resolved.

10. Payment

Unless account terms are agreed in writing, payment is due before or on completion as stated in the booking contract. Where invoiced terms apply, payment is due within thirty days of the invoice date. We may withhold delivery of goods held in storage where sums remain outstanding.

11. Storage

Goods placed into storage are inventoried on entry and stored under a separate storage agreement whose cover and limits differ from transit cover. Charges run for the agreed period and continue until collection or delivery is arranged. Access to stored goods is by arrangement rather than on demand.

12. Customs and international moves

We prepare and lodge the customs documentation for moves to France, Spain, Italy and Portugal based on the inventory and the documents you supply. Clearance decisions, inspections and any duty or tax assessed by the destination authority are outside our control, and delays or charges arising from them are not our liability. Any duty, tax or inspection fee levied on your consignment is payable by you.

13. Complaints and law

Raise a complaint with us first, at hello@northamptonshirereremovals.co.uk, and we will investigate it. These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction.