Terms & conditions

These terms and conditions apply to all services provided by Feltham Removals (“we”, “us”, “our”) across Feltham and the TW13 & TW14 postcodes and, where booked, to European moves departing from the area. By booking with us you accept these terms. Where your written quote or booking confirmation contains specific terms for your job, those specific terms apply in addition to these.

1. Quotations

Any quotation we give is based on the information you provide about your move — the items involved, the addresses, and the access at both ends. Unless we state otherwise in writing, a written quotation remains valid for fourteen days from its date. If the job on the day differs materially from what was described — significantly more to move, restricted access we were not told about, waiting time beyond our reasonable control — we may need to adjust the price, and we will discuss this with you before proceeding wherever we can.

2. Booking and deposit

Your move is confirmed once you accept the quotation and, where we ask for one, pay a deposit. The deposit secures your date and is set against the final balance. If you cancel a confirmed booking, any refund of a deposit will be made within fourteen days of us receiving your cancellation, subject to any reasonable costs we have already incurred in preparing for your move. Cancellations made close to the booked date may attract a charge to cover the slot we have reserved for you.

3. Your responsibilities

You agree to:

• Give us an accurate description of the goods to be moved, and tell us about anything of unusual value, weight or fragility so we can plan for it;
• Arrange suitable access at both addresses, including any lift booking, and tell us in advance about stairs, narrow returns, long carries or anything else that affects the move;
• Arrange any parking suspensions, permits or loading bays that the move needs, or let us know in good time so we can help arrange them where possible;
• Be present, or have an authorised adult present, to give instructions and check the goods on and off the vehicle;
• Ensure nothing is left behind and that the correct items are loaded and delivered.

4. Items we will not carry

Unless separately agreed in writing, we do not move:

• Hazardous, flammable, explosive or corrosive materials, gas bottles and fuels;
• Perishable food, plants and anything likely to attract pests;
• Live animals and pets;
• Prohibited or illegal goods;
• Cash, jewellery, deeds, securities and similar valuables — these should travel with you.

If such items are presented to us without prior agreement, we may refuse to load them and accept no liability for them.

5. Liability and insurance

We take care with your belongings and carry goods-in-transit and public liability cover for the work we do. The cover, and the basis on which claims are assessed, will be explained to you before you book. Our liability is limited to the terms of that cover and to loss or damage caused by our negligence. We are not liable for damage to items you have packed yourself where the cause is inadequate packing, for pre-existing damage or wear, for mechanical or electrical faults not accompanied by external signs of impact, or for delays and losses arising from events outside our reasonable control. For high-value items, please tell us in advance so we can discuss any additional cover you may want.

6. Claims

If anything is lost or damaged in our care, please note it on the delivery paperwork where possible and tell us as soon as you can. Any claim must be reported to us in writing within seven days of the move, so that we can inspect the goods and investigate promptly. Keep the item and its packaging available for inspection until the claim is resolved.

7. Payment

Unless we have agreed different terms with you in writing, payment for the move is due on or before completion — that is, on or before the day your goods are delivered or placed into storage. We accept the payment methods stated on your booking confirmation. We reserve the right to withhold delivery, or to hold goods in storage at your cost, where payment due has not been made.

8. Storage

Where we store your goods, storage charges run for as long as your goods remain with us and are payable in advance for each storage period. You must keep your contact details up to date and keep any account current. We will give you reasonable notice before you need to collect or arrange redelivery of stored goods. Goods are stored on the basis of the cover explained to you at the time; please tell us about anything of unusual value so it can be recorded.

9. European moves

For moves outside the UK you are responsible for giving accurate information for customs and for declaring the contents honestly. We, or our clearance partners, will prepare the documentation the destination country requires, but we cannot be responsible for delays, duties, taxes or inspections imposed by customs authorities, nor for information that later proves to be incomplete or inaccurate.

10. Governing law

These terms are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact

Questions about these terms are welcome. Email us at hello@felthamremovals.co.uk or use our contact page.