Terms of business

These terms apply to quotations, bookings and work carried out by London Movers. They are summarised here; the booking contract you receive when a job is confirmed is the operative document and takes precedence over this page.

1. Quotations

A quotation is based on the facts supplied to us — addresses, floors, lift availability, standing points, access distances and contents. It remains open for the validity period stated on the quotation itself, which is thirty days unless the quotation says otherwise.

If the access or the contents turn out to be materially different from what was described, the crew, the vehicles or the plan may have to change, and the price may change with them. We will tell you at the time rather than afterwards.

2. Crew size

Crew sizes we specify are operational judgements made for safety and for the work to be completed. Where we state that a job requires a particular number of people, we will not carry it out with fewer.

We may decline to carry out any individual item, or any part of a job, where in our judgement it cannot be done safely with the crew and equipment present.

3. Items we do not handle

We do not move pianos. We hold no waste carrier licence and do not carry anything for disposal; items leaving a property must be going to a named person or address. Liability for waste disposed of improperly may attach to the householder as well as to the carrier.

We do not ship motor vehicles. We do not carry cash, jewellery, deeds, securities, controlled drugs, firearms, live animals, plants, perishable goods, or anything flammable, explosive or corrosive.

4. Your obligations

You are responsible for arranging parking permits or bay suspensions where these are required, for disconnecting and draining plumbed appliances before the crew arrives, for ensuring that someone with authority is present at both addresses, and for declaring high-value or fragile items before the work begins rather than afterwards.

5. Payment and deposits

A deposit is payable to confirm a booking. The balance is due on completion of the work unless the booking contract states otherwise. Where a deposit is refundable, the refund window is fourteen days from the date the booking was made, subject to the cancellation terms below.

6. Cancellation and postponement

Cancellations and date changes should be notified as early as possible. Charges for cancellation or postponement depend on how much notice is given and are set out in full in the booking contract. Completion dates that move through no fault of yours are dealt with sympathetically, and we ask you to tell us as soon as you know.

7. Liability and claims

We carry goods-in-transit and public liability cover. Limits, exclusions and the basis of settlement are set out in the booking contract. Loss or damage must be reported in writing within seven days of delivery for a claim to be considered.

We are not liable for damage to items you have packed yourself where the packing is the cause, for pre-existing damage or weakness, for items that cannot be moved without risk of damage and which you have asked us to move anyway, or for electrical or mechanical failure that is not accompanied by external damage.

8. Shipments leaving the country

On an international move, our work consists of packing, crating, inventory and loading in the United Kingdom. The tunnel or ferry crossing, customs entry and destination clearance are performed by carriers, operators and agents and its appointed agents under their own terms and conditions, to which you will be a party.

We act as your contractor for the loading work and not as a carrier for the international leg. Information given about routes, documentation or destination requirements is offered in good faith and is not legal, tax, customs or immigration advice.

9. Delays

We plan carefully and things outside our control still happen — traffic, building access, lifts out of service, chains that do not complete. We are not liable for consequential loss arising from a delay of that kind, and we will keep you informed as it develops.

10. Complaints

Write to hello@londonmovers.net with the booking reference and the details. We will acknowledge it, investigate and reply. The formal procedure and the periods that apply to it are in the booking contract.

11. Law

These terms and any contract formed under them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.