Terms of business

1. Quotes

Quotes are prepared for your specific move on the information you give us. A written quote remains valid for thirty days from its date, unless we tell you otherwise in writing. If the details of your move change — volume, access, addresses, dates — the quote may change to match, and we will confirm any change in writing before proceeding.

2. Booking and deposit

Your move is booked when you accept the quote and we confirm the date. Where a deposit is required to hold a date, it is set out in your confirmation. If you cancel within fourteen days of paying a deposit and more than seven days before the booked move date, the deposit is refundable; cancellations closer to the move date may be retained to cover committed costs, as set out in your confirmation.

3. What we will do

We will carry out your move with reasonable care and skill, using appropriate vehicles, equipment and trained people. Where access, packing or paperwork affects how the move runs — particularly for period properties and international moves — we will discuss it with you in advance.

4. Your responsibilities

• Give accurate details of what is being moved and the access at both ends.
• Ensure items are ready as agreed, and that anything you are packing yourself is packed soundly.
• Tell us about anything of unusual value, fragility or hazard before the move.
• Arrange any parking, permits or access you are responsible for, and obtain any documentation required for an international move.

5. Items we cannot carry

We cannot transport certain goods — including hazardous, perishable, illegal or living items — unless expressly agreed in writing. If in doubt, ask before the day.

6. Payment

Unless agreed otherwise in writing, the balance is due on or before completion of the move. Payment terms for account customers, where offered, are set out separately in writing.

7. Liability and insurance

We carry goods-in-transit and public liability cover, the details of which we will confirm with your quote. Our liability is limited to the terms of that cover and these terms. We are not liable for pre-existing damage, for items packed by you that we did not pack, or for delays outside our reasonable control (including weather, ferry and customs delays on international routes).

8. Claims

If something is damaged or missing, tell us as soon as you notice and confirm it in writing within seven days of your move so we can investigate properly while the facts are fresh. We will handle any claim fairly and in line with our insurance and these terms.

9. International moves

For moves abroad, transit times depend on route, crossings, consolidation scheduling and customs clearance, and are given as an estimated window rather than a guaranteed date. You are responsible for the accuracy of the customs inventory we prepare with you and for any duties or taxes levied by the destination country.

10. General

These terms are governed by the law of England and Wales. If any part is found unenforceable, the rest still applies. For any question about these terms, contact us at hello@stratford-removals.uk.