Terms and conditions

These terms apply to removals, packing, storage and associated transport carried out by Pinner Removals for customers in Pinner and the surrounding HA postcodes.

1. Surveys and quotations

We quote after a survey, in person or by video. Anything said before the survey is a view on whether the job is feasible, not a price, and binds neither of us.

A written quotation stands for thirty days from its date unless it says otherwise, and it is built on the volume, the access and the scope recorded at survey. If the job turns out materially different — more to move than was measured, an access restriction that was not mentioned, an extra address — the figure can be adjusted, and you will hear about it before anyone starts work rather than afterwards.

Every quotation assumes a vehicle can stand lawfully within a sensible carrying distance at both ends. Where a bay suspension, a permit, a lift booking or a building's loading window is needed, arranging it is yours unless the quotation states that we are doing it.

2. Booking, deposits and payment

A date is held once you accept the quotation in writing and any stated deposit is paid. Until then nothing is reserved, whatever has been discussed by telephone.

Unless the quotation says otherwise, the balance falls due before work begins on the day, and storage is payable in advance for each storage period. Where an account has been agreed, invoices are payable within fourteen days, and interest may be charged on overdue sums at the statutory rate.

3. Moving the date, and cancelling

Tell us in writing as soon as you know. A deposit is refunded in full where notice is given more than fourteen days before the booked date; inside that window it may be retained in whole or in part against crew and vehicle time already committed. Cancelling on the day, or refusing access when the crew arrives, may be charged in full.

Chains move; that is normal and we would far rather re-plan than charge for it, provided we are told promptly.

4. What we will not take

Nothing flammable, explosive, corrosive or otherwise hazardous — including fuel, gas cylinders, paint, solvents and fireworks — and no perishables, plants, living creatures, firearms, ammunition or anything unlawful to possess.

Money, jewellery, deeds, passports and irreplaceable papers should travel with you. Where such things are included without written agreement in advance, no liability is accepted for them.

We do not clear or dispose of waste and hold no waste carrier licence.

5. Packing and preparation

Where we pack, the packing is our responsibility. Where you pack, responsibility for the contents and for whether they are fit for the journey — and, for storage, fit to sit sealed — rests with you.

Appliances must be disconnected, drained and made safe before collection unless we have agreed otherwise in writing. Anything going into store must be dry, and anything containing fuel, a battery or a residue has to be declared beforehand.

6. Access, and declining an operation

Disclosing access at both properties is yours: floors, lifts, staircase widths and turns, lane and gateway widths, drive surfaces, and any point past which a full-size vehicle cannot proceed or turn. Most of this is settled at survey, which is precisely what the survey is for.

Our crew may decline any single operation they reasonably judge unsafe or likely to damage people, property or goods — a piece that will not pass a landing, a load too heavy for the crew present, a surface that will not bear the vehicle. Where that happens it is explained at the time and an alternative offered if one exists.

7. Cover and liability

Goods-in-transit and public liability cover are maintained, and the limits — including any limit per item — are set out on your quotation. Anything worth more than the per-item limit must be declared at survey so cover can be arranged in advance; undeclared items are covered to the standard limit and no further.

We are not liable for loss or damage caused by packing you carried out where that packing was the cause; by inherent defect or ordinary wear; by conditions that were not disclosed and made an operation unsafe or impossible to perform properly; or by events outside our reasonable control.

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Your statutory rights as a consumer are untouched.

8. Storage

Goods going into store are inventoried at collection and held under a separate storage agreement covering the period, the charges and the notice required either way. Access is by appointment on reasonable notice.

Goods are released to you, or to somebody you have authorised in writing, on proof of identity and with the account clear.

Where storage charges go unpaid we hold a lien over the goods. After written notice to your last known address allowing not less than thirty days to settle, the goods may be sold to discharge the debt, with any surplus after costs returned to you. Keeping your contact details current with us matters for exactly this reason.

9. Removals out of the United Kingdom

On an export move you are responsible for the accuracy of the inventory and of the residency, address and tax documentation supplied for customs, including the values recorded on it. We prepare and lodge the export documentation on the basis of what you provide.

Duties, taxes, inspection charges and any storage imposed by an authority at either end are payable by you. Delays caused by customs, inspection, port operations, weather or border conditions sit outside our control.

10. Claims

Note any loss or damage on the delivery or redelivery paperwork at the time, while the crew is still there, and confirm it in writing within seven days. Keep the item and its packaging until the claim has been assessed. Claims raised outside that period are harder to substantiate and may be declined.

11. Complaints

Raise it with us first and in writing. We will investigate and reply. If the answer does not satisfy you, nothing in these terms prevents you pursuing the matter further.

12. General

These terms, the quotation and any storage agreement form the whole agreement between us. If a clause is found unenforceable the rest continues to apply. The agreement is governed by the law of England and Wales and subject to the courts of England and Wales.

See also the privacy policy and the contact details.