Terms and conditions

1. Quotes and surveys

Commercial quotes are issued after a survey of both premises. A quote is based on what was established at that survey — including dock arrangements, access, standing position, floor loading and the volume and nature of what is moving.

Where conditions on the day differ materially from those established at survey, we will tell you what the difference costs before we continue rather than afterwards.

A written quote remains valid for thirty days from the date it is issued unless it says otherwise on its face.

2. Instruction and deposits

A provisional date costs nothing and commits neither party. Work is instructed when you accept the quote in writing or issue a purchase order referencing it, and where we have asked for one, pay a booking deposit.

Where a deposit has been paid and you cancel more than fourteen days before the agreed date, it is refunded in full. Inside fourteen days it is retained against the resource held for you.

3. Access, permissions and third parties

You are responsible for securing access to both premises, including any landlord, estate manager, security or building permissions required, and for telling us about restrictions on access hours, vehicle size or working times before the booking.

We will provide insurance documentation to your landlord or estate manager on request. Where access cannot be obtained through no fault of ours, the booking may need to move and any abortive attendance is chargeable.

4. Racking and structures

Where we dismantle and re-erect racking, we will do so in accordance with the manufacturer’s configuration where it is known and available. You must tell us of any known damage, modification or non-standard configuration.

We will not re-erect racking that we consider unsafe, and we will not leave dismantled racking in a condition where it could be erected unsafely by others without advising you in writing.

5. Machinery and plant

Unless expressly quoted, decommissioning, isolation, draining, purging and recommissioning of machinery are not included and remain your responsibility. We will advise at survey where we believe specialist attendance is required.

You are responsible for confirming that the receiving premises, including any mezzanine or upper floor, will take the imposed load of the items being placed on it.

6. Items we will not carry

Fuels, gas bottles, solvents, resins, thinners, spirits, fireworks and other hazardous goods; anything requiring a hazardous waste consignment note; firearms and ammunition; controlled drugs; cash, bullion and negotiable instruments; perishable stock; and living animals. Please make separate arrangements before the day.

7. Confidentiality

We treat information about your operation obtained in the course of a survey or a move as confidential, we will not name you as a client without written permission, and we will enter into a separate non-disclosure agreement on request.

8. Liability

We carry goods-in-transit and public liability insurance. Full details, sums insured and exclusions are provided with your quote. We are not liable for damage to goods you packed or palletised yourself where the damage is attributable to that packing, for electrical, mechanical or calibration faults appearing after a move without external damage, for data loss, or for loss caused by anything outside our reasonable control.

Our liability for business interruption and other consequential loss is excluded except where we have expressly accepted it in writing.

9. Claims

Damage must be reported to us in writing within seven days of delivery, with photographs, so that we have a genuine opportunity to inspect. We would far rather you told us on the day, while we are still on site.

10. Waste and disposal

Where we remove items for disposal or recycling we do so under our waste carrier duty of care and provide the relevant transfer documentation. Title in disposed items passes to us on collection. We do not accept hazardous waste.

11. Payment

Unless an account has been agreed, payment is due on completion. Invoiced accounts are payable within thirty days of the invoice date. We reserve the right to charge statutory interest on late commercial payments.

12. Storage

Storage charges run from the date goods enter store and are billed in advance for each period. Goods are released against a cleared account.

13. Complaints

Email hello@mitcham-removals.uk. We will acknowledge your complaint and give you a named person dealing with it.

14. Law

These terms are governed by the law of England and Wales and are subject to the non-exclusive jurisdiction of its courts.

Mitcham Removals