Terms and conditions

1. Status

Northwood Removals is an independent removals contractor. We hold no official status, accreditation or approved-supplier relationship with any employer, institution or establishment, and nothing on this website or in any quote should be read as implying one. Where your employer requires you to use an appointed provider, that requirement is between you and them.

2. Quotes

A quote is based on the information you give us and on what we saw at the survey, including the approach and standing position at each address. If the job is materially different on the day 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.

3. Provisional dates and changes

A provisional date costs nothing and commits neither of us. You may move it as many times as you need to while an assignment is being settled, and there is no charge for doing so.

Where a booking 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 slot held for you. Where a confirmed date moves because your assignment moves, and you tell us as soon as you know, we will move the booking rather than treat it as a cancellation.

4. Storage

Goods entering store are listed on a sealed inventory which both parties receive. Storage charges run from the date goods enter store and are billed in advance for each period. Goods are released against a cleared account and to the customer or a person nominated by the customer in writing.

You must keep us informed of a current address and contact details while goods are in store. Where an account falls substantially into arrears and we cannot reach you, our rights over the goods are set out in the storage schedule issued with your quote.

5. Shipments and export packing

Where part or all of a load is crossing a border, export-standard packing and inventory preparation are quoted explicitly and are not included by default.

Unless we have expressly agreed otherwise, we pack, inventory and deliver to the freight forwarder, shipper or logistics provider handling the consignment. We are not the carrier for the international leg and we are not responsible for customs clearance, duties, destination restrictions or transit beyond the point of handover.

You are responsible for ensuring that what you ask us to pack may lawfully be exported from the United Kingdom and imported at the destination.

6. Access

You must tell us before the booking about access restrictions at either address, including private-estate arrangements, gates, permits, lifts out of service and roads that will not take a large vehicle. Where a shuttle becomes necessary only because the access described to us was not accurate, the additional cost is chargeable.

7. Items we will not carry

Cash, jewellery, deeds, passports and similar valuables; controlled drugs; firearms and ammunition; fuels, gas bottles, fireworks and other hazardous goods; perishable food; plants that may harbour pests; and living animals. Further restrictions apply to anything crossing a border and are set by the destination rather than by us.

8. Liability

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

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. Where goods have been in store, the same period runs from the date of delivery out of store.

10. Payment

The balance is payable on completion unless we have agreed otherwise in writing. Invoiced accounts are payable within fourteen days of the invoice date.

11. Complaints

Email hello@northwoodremovals.co.uk. We will acknowledge your complaint and give you a named person dealing with it.

12. Law

These terms are governed by the law of England and Wales and are subject to the non-exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.

Northwood Removals