Terms & conditions
These terms set out how Sittingbourne Removals provides quotes and removals services. Booking a move means agreeing to them. They’re written to be readable; if anything’s unclear, ask before you book.
1. Quotes
A quote is based on the information you give us and, where we’ve done one, a survey. If what we find on the day differs materially — more to move, harder access, extra services — the price may change, and we’ll tell you before we proceed. A written quote holds for thirty days from its date unless we’ve said otherwise in writing.
2. Booking and deposit
Your move is confirmed once we’ve agreed a date and you’ve accepted the quote. We may ask for a deposit to secure the date, with the balance due as set out on your booking confirmation. Until a date is confirmed in writing, it isn’t held.
3. Payment
Payment is due by the date shown on your invoice or booking confirmation. We’ll set out the accepted methods when you book. Goods held in storage remain subject to payment of the agreed charges.
4. Your responsibilities
- Make sure everything to be moved is ready and accessible when the crew arrives, unless we’ve agreed to pack.
- Tell us about anything heavy, fragile or awkward — a piano, a safe, valuables — so we can plan for it.
- Arrange parking and access at both ends where you can, and let us know about lifts, stairs or restrictions.
- Not ask us to carry prohibited, hazardous or perishable items, or anything you’re not entitled to move.
- Check nothing is left behind or wrongly loaded before we leave each address.
5. Items we don’t carry
We can’t transport hazardous or flammable goods, illegal items, or perishable and living things (plants and animals) unless specifically agreed in writing. We may decline any item that would be unsafe to move.
6. Our liability
We take real care with your belongings and carry appropriate goods-in-transit and public liability cover, the terms of which are available on request. Our liability is subject to those terms and the limits within them. We aren’t liable for damage to items you packed yourself where the packing was the cause, for pre-existing wear, or for delays outside our reasonable control (weather, traffic, ferry or tunnel disruption, customs holds on an international move).
7. Claims
If something is lost or damaged, please tell us as soon as you notice and confirm it to us in writing within seven days of delivery, so we can look into it while the facts are fresh. Keep the item and its packing as they are until we’ve had the chance to inspect them.
8. Cancellation and postponement
Plans change and we understand that. If you need to cancel or move your date, let us know as early as you can. Where you cancel well ahead of the booked date, any deposit is refundable within fourteen days; cancellations close to the date may incur a charge reflecting the work reserved and turned away, as set out on your booking confirmation. If we ever have to cancel, we’ll return any money you’ve paid for services not provided.
9. International moves
On a move abroad we prepare and handle the customs documentation with you, but final clearance rests with the authorities in the destination country and any timings depend on them. You’re responsible for giving accurate information for customs and for meeting any personal requirements of the country you’re moving to (residency, tax numbers and the like). We’ll flag what we can see, but we can’t advise on your personal legal or tax position.
10. General
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part is found unenforceable, the rest still applies. Nothing here affects your statutory rights as a consumer.
Questions about these terms? Email hello@sittingbourne-removals.co.uk.