Terms and conditions

These terms cover removals, packing and storage carried out by Hayes Removals. Accepting a quotation means accepting them. Where your signed quotation says something different from this page, the quotation takes precedence.

1. The quotation

Every quotation is built from what was recorded at the survey — the rooms, the loft, the garage, the shed and the access at both addresses. It holds for twenty-eight days from the date on it unless stated otherwise.

Where the contents or the access turn out to be materially different from what was recorded — a loft that was not opened, a garage not mentioned, a road that will not take the vehicle quoted — we will tell you and agree any change before continuing. Nothing is added to an invoice afterwards without that conversation.

2. Confirming, and paying

A date is held once you have accepted the quotation in writing and paid any deposit shown on it. The balance is due before anything is unloaded at the destination, unless account terms have been agreed in writing.

3. Changing or cancelling

In writing, please. Cancel more than fourteen days before the agreed date and the deposit is returned in full. Between fourteen and seven days before, we retain the deposit. Inside seven days, a charge may apply reflecting the crew and vehicle already committed. A postponement is not a cancellation — where you move the date rather than drop it, we will do what we reasonably can to carry the deposit across.

4. Access, parking and permits

Where we have agreed to apply for a parking dispensation or a suspended bay with the London Borough of Hillingdon, we will do so. Where the council refuses one, or the bay is obstructed on the day by somebody else, that is outside our control.

Where a road cannot take the vehicle quoted, a lift is out of service, or a building withdraws a booked loading window, additional work such as a shuttle vehicle or extra crew may be needed and charged. All of these are far less likely where the access was described accurately at survey.

5. Goods we will not carry

• Anything flammable, explosive, corrosive or pressurised — gas bottles, fuel, paint, thinners, aerosols in quantity, fireworks
• Prohibited or stolen goods, drugs, firearms and ammunition
• Pets and livestock, and plants where they cannot lawfully travel
• Perishable food, and anything likely to attract vermin
• Jewellery, currency, deeds and securities — please carry these yourself

If any of it is found in the load we may remove it, and you are responsible for any loss, damage or cost resulting from its presence.

6. What we need from you

• You, or an adult you have authorised, present at both addresses
• An accurate description of access at survey — floors, stairs, lifts, parking restrictions and any building booking required
• Gas, plumbed and hard-wired appliances disconnected and reconnected by a qualified engineer
• Fridges and freezers emptied and defrosted, and fuel drained from garden machinery
• Anything of unusual value, weight or fragility pointed out before the day
• A final check that the property is clear before we leave

7. Delays outside our control

Completion times slip, chains break, roads close and weather happens. None of it is within our control and none of it is our responsibility, but we will keep you informed and do whatever we reasonably can — including holding the load in storage where that is the sensible answer.

8. Cover and liability

We take reasonable care of everything we handle. What we are liable for, and up to what limits, is set out in the cover in force for your move and described in your quotation. Read those limits before you book rather than after.

We are not liable for damage to goods you packed yourself where the packing caused it, for inherent defect or ordinary wear, for electrical or mechanical failure with no external sign of damage, or for consequential losses such as lost earnings or accommodation costs.

9. Reporting a problem

Anything visible should be noted with the crew at delivery. Anything else must reach us in writing within seven days of delivery. Please keep the item and its packaging until the claim is settled. We cannot progress a claim while an account is unpaid.

10. Storage

Goods entering storage are inventoried on the way in. Storage is charged in advance for each period. Where charges go unpaid we may hold the goods against what is owed, and where an account is three months or more in arrears and we have given written notice, we may sell them to recover it, accounting to you for any balance.

11. Moves that cross a border

You are responsible for providing accurate documentation and for the truthfulness of the declared inventory. Duties, taxes, inspection fees and anything else levied at the destination are payable by you. How quickly clearance happens is decided by those authorities, not by us.

12. Who does the work

Our own crews. Where a genuinely specialist element is involved — a piano specialist, a crane, a vehicle transporter, a clearing agent abroad — we will tell you in advance and remain your point of contact.

13. Complaints, and the law

Write to hello@hayesremovals.uk with your job reference. It goes to somebody senior, and you will get an acknowledgement and a named contact rather than a ticket number.

These terms are governed by the law of England and Wales, under the exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.