Terms of business

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

1. Surveys and quotations

A quotation is prepared from the access information supplied to us — floor numbers, staircase and landing dimensions, door openings, lift dimensions, standing points and carry distances — or from a survey carried out by us. It remains open for the validity period stated on the quotation itself, which is thirty days unless the quotation says otherwise.

Where the access or contents prove materially different from what was described or surveyed, the plan, the crew or the vehicles may have to change, and the price may change with them. We will tell you at the time.

2. Measurements

Where measurements are supplied by you rather than taken by us, we rely on them in preparing the quotation and in planning the work. We are not liable for the consequences of a measurement that proves to be materially wrong, including where that means an item cannot be moved on the day.

Where we survey, the measurements are ours and so is the responsibility for them.

3. Items that will not pass the route

We will advise before the day where in our judgement an item will not pass a staircase, doorway, lift or external route. Where you nevertheless ask us to attempt it, we will do so only where it can be attempted safely, and we are not liable for damage to the item or to decoration arising from that attempt.

Dismantling, removal of internal doors and lifting over a bannister are carried out where necessary and where the structure permits. Communal and fire doors are never removed. External lifting routes require a written plan and the freeholder's or managing agent's agreement, and are never improvised.

4. Items we do not handle

We do not move pianos, on any floor. We hold no waste carrier licence and carry nothing for disposal; items leaving a property must be consigned 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 carry cash, jewellery, deeds, securities, controlled drugs, firearms, live animals, plants, perishable goods, gas bottles, or anything flammable, explosive or corrosive.

5. Your obligations

You are responsible for arranging parking permits or bay suspensions where these are required, for any lift booking and building access consents at either address, for disconnecting and draining plumbed appliances before we arrive, for ensuring someone with authority and keys is present at both addresses, and for declaring high-value or fragile items before the work begins.

6. Payment and deposits

A deposit confirms a booking. The balance falls due on completion of the work unless the booking contract provides otherwise. Where a deposit is refundable, the refund window is fourteen days from the date of booking, subject to the cancellation terms below.

7. Cancellation and postponement

Tell us as early as you can. Charges for cancellation or postponement depend on the notice given and are set out in full in the booking contract. Completion dates that move through no fault of yours are dealt with sympathetically.

8. 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 packed by you where the packing is the cause, for pre-existing damage or weakness, for electrical or mechanical failure unaccompanied by external damage, or for damage to items we advised should not be moved and which you asked us to move anyway.

9. Moves by road outside the United Kingdom

On a European road move we carry out the loading, the transport and the delivery, and we prepare the transport documentation and the inventory. You supply the supporting documents and make the declarations, and their accuracy is legally yours.

Information given about routes, documentation or destination requirements is offered in good faith and is not legal, tax, customs or immigration advice. Requirements are set by the authorities concerned and are subject to change without notice to us.

Where delivery requires a shuttle vehicle or a carry because a full-size vehicle cannot reach the address, that is set out in the written quotation where it is known in advance.

10. Delays

We give no transit times and make no timing promises, because traffic, building access, lift availability, borders and property chains are not within our control. We are not liable for consequential loss arising from delay, and we will keep you informed as matters develop.

11. Complaints

Write to hello@moving-london.co.uk with the booking reference and the details. We will acknowledge, investigate and reply. The formal procedure and the periods applying to it are in the booking contract.

12. 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.