Terms and conditions

1. Scope

These terms govern removals, packing, storage and associated transport carried out by Putney Removals for customers in Putney, Roehampton, the SW15 postcodes and the surrounding area. They become part of our agreement once a written quotation is accepted.

2. Nothing we say is legal advice

This website and our staff describe tenancies, licences, leases and sale contracts in general terms, because the questions arise on almost every survey. None of it is legal advice, none of it is specific to your document, and your own agreement governs.

For advice on your position, Citizens Advice and Shelter are free, independent and appropriately qualified, and a solicitor is the right route on a sale or a lease.

3. Authority to instruct

By instructing us you confirm that you own the goods to be moved or are otherwise entitled to have them moved. Where goods are in a shared property, you confirm that the items you have identified are yours.

We do not determine ownership. Where another occupant disputes an item, we will leave it in place and ask the parties to resolve it between them, and we will not accept one party's instruction over another's.

4. Shared households

On a move from a shared property we will keep a separate record for each person instructing us, release each inventory only to the person it belongs to, and avoid disclosing one occupant's arrangements to another.

Where only part of a household is moving, we will work in a way that leaves communal areas usable and does not require the remaining occupants to vacate.

5. Goods belonging to a landlord

Furnishings provided with a tenancy or a room are not moved without the landlord's written instruction. Where it is unclear whether an item was provided with the property, it stays and we ask.

6. Buildings, freeholders and permitted hours

Permitted move hours and access conditions set by a freeholder, a managing agent or a building manager are binding on us as well as on you. We will provide our public liability insurance details on request and observe any lift booking or access arrangement made.

We cannot guarantee that a building grants permission, that a booked lift is in service, or that a suspended bay is clear on the day. Where a permission is refused or outstanding, the quotation states the alternative arrangement.

7. Surveys and quotations

Every quotation follows a survey, which fixes the volume, the access at each end, the depth of packing and whether goods are to be held. A written quotation stands for thirty days from its date, against the inventory taken at that survey.

Where the inventory changes we tell you before continuing and confirm any revised figure in writing. Nothing is altered on the day without your agreement.

8. Completion days and chains

Where your move depends on a property completion, the date and the hour keys are released are outside our control and outside yours. We plan for a wait and the quotation is written on that basis.

Where completion fails after we have loaded, goods are held secured or placed into store rather than returned to the property, and delivery follows when the chain moves.

9. Booking and payment

A booking becomes firm once the quotation is accepted in writing and any deposit stated on it is paid. A deposit is returned in full on cancellation more than fourteen days ahead of the booked date; inside that window some or all may be retained against costs already committed.

The balance falls due as the quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing. Interest may fall due on anything unpaid after that.

10. Fixtures, and what stays with a property

What remains with a property being sold is governed by your sale contract, and what remains in a rented property by your tenancy. Our crews will not remove fittings listed as included, and where there is doubt we ask before anything is unscrewed.

11. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication should stay with you.

12. Cover

Goods in transit and in store are covered to the level your quotation and storage agreement state, subject to the exclusions written there. Declare anything of unusual value before the move so it can be handled and covered properly.

Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

13. Storage

Goods we hold are loaded, inventoried and recorded at the collection address, and where more than one person is involved each share is recorded under the name it belongs to. Charging runs from the collection day in the periods the storage agreement sets out.

Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting to the instructing party for any surplus.

14. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, a lift failing, a building withdrawing permission, port or crossing disruption, customs processing, or a chain collapsing. Where any of that bears on your move we tell you at once and work out the best remaining option with you.

15. Moves outside the UK

Customs clearance on a European move is handled by us or our appointed agent against the inventory taken at your property. You are responsible for obtaining the documents marked as yours on the relevant country page and for the accuracy of what you tell us for the declaration. Duties, taxes and charges imposed at the destination are payable by you unless the quotation states otherwise.

We do not carry out sea or air freight. Where a destination requires either, we will say so rather than accept the booking.

16. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

17. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

18. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.