Terms and conditions

1. Scope

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

2. Working hours, and what the quotation covers

The quotation states the hour or window the work is scheduled for, and the figure is based on it. Where you later ask to move the work to a different slot, we reissue the quotation in writing rather than adjusting it verbally.

We will not quote on one basis and invoice on another. Where an hour is not available — because a building restricts it or because we cannot staff it properly — we say so before the booking rather than accepting it and failing.

3. Building and street restrictions

Permitted move hours set by a landlord, a managing agent or a building manager are binding on us as well as on you. So are parking controls and any hours attached to a bay suspension or a loading bay.

Establishing what those restrictions are is part of the survey. Where one makes your preferred slot impossible, we will tell you and propose an alternative rather than attempt it.

4. Moves carried out in your absence

Where you have asked us to carry out work without you present, the following must be agreed in writing beforehand: what is being moved and what is staying, the destination rooms, the key arrangements at both ends, and a named contact reachable by telephone throughout.

We will not, in your absence, decide whether an item is waste, disconnect anything plumbed or hard-wired, remove fitted items, or move goods we have reason to believe belong to a landlord, a housemate or a third party. Where there is doubt the item is left in place and the named contact is called.

Each property is photographed as it is emptied and as it is filled, and the record is provided to you.

5. Keys and access codes

Keys are collected from and returned to agreed places and the movement is recorded at both ends. Access codes you give us are used only for the job and deleted on completion.

Where a third party such as an agent or a neighbour holds keys, that arrangement is confirmed in writing before the day.

6. Surveys and quotations

Every quotation follows a survey, which fixes the volume, the access at each end, the depth of packing, whether goods are to be held, and the slot the work will run in. 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.

7. 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.

8. Access and what sits with you

Describing access at both ends is your responsibility: floors, lifts, staircases, loading bay heights, gate hours and any parking restriction. Where a street requires a bay suspension we will apply, though we cannot guarantee it is granted or that a suspended bay is clear on the day.

Where access proves materially different from the description and the job therefore takes substantially longer or needs other equipment, we raise it with you at the time rather than adjusting an invoice quietly.

9. 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.

10. 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.

11. Storage

Goods we hold are loaded, inventoried and recorded at the collection address. Charging runs from the collection day in the periods the storage agreement sets out. Reaching held goods is by arrangement and requires reasonable notice.

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 you for any surplus.

12. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, 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.

13. 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, and hold no accreditation to do so. Where a destination requires either, we will say so rather than accept the booking.

14. 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.

15. 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.

16. 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.