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 indicated before a survey is a view on feasibility rather than a quotation, and it binds neither party.

A written quotation is valid for thirty days from its date unless it states otherwise, and rests on the volume, access and scope recorded at survey. Where the work turns out materially different — more to move, an access restriction not disclosed, an additional address — the price may be adjusted, and you will be told before the work proceeds.

Quotations assume a vehicle can stand lawfully within a reasonable carrying distance at both ends. Where a permit, a suspended bay, a lift booking or a building's loading window is required, arranging it is your responsibility unless the quotation says we are doing so.

2. Booking and payment

A booking exists once you accept the quotation in writing and pay any deposit stated on it. Dates are reserved from that point and not before.

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

3. Cancellation and postponement

Cancel or postpone in writing as early as you are able. A deposit is refundable in full where notice is given more than fourteen days before the booked date; within that period it may be retained in whole or in part against committed crew and vehicle time. Cancellation on the day, or refusal of access on arrival, may be charged in full.

Dates moving within a chain is ordinary, and we will endeavour to re-plan rather than charge, provided we are told promptly.

4. Goods not accepted

We will not carry or store anything flammable, explosive, corrosive or otherwise hazardous — including fuel, gas cylinders, paint, solvents and fireworks — nor perishable goods, plants, living creatures, firearms, ammunition or anything unlawful to possess.

Money, jewellery, deeds, passports and irreplaceable documents should remain with you. Where such items are included without prior written agreement, no liability is accepted for them.

We do not undertake waste clearance or disposal and hold no waste carrier licence.

5. Packing, preparation and period fabric

Where packing is carried out by us, the packing is our responsibility. Where you pack, responsibility for the contents and their fitness for the journey — and, for storage, for prolonged sealed storage — rests with you.

Appliances must be disconnected, drained and made safe before collection unless agreed otherwise in writing. Goods entering storage must be dry, and any item containing fuel, a battery or a residue must be declared in advance.

In listed and period property we work without fixings of any kind and protect thresholds, original floors and glazing. Where a route out cannot be achieved without risk to the fabric, we will say so rather than attempt it.

6. Access and declining an operation

You are responsible for disclosing access at both properties: floors, lifts, staircase widths and turns, lane and gateway widths, drive surfaces, and any point beyond which a full-size vehicle cannot proceed or turn.

Our crew may decline any operation they reasonably consider unsafe or likely to damage persons, property or goods — an item that will not pass a staircase, a load too heavy for the crew present, a surface that will not bear the weight. Where an operation is declined it is explained at the time and an alternative offered where one exists.

7. Cover and liability

Goods-in-transit and public liability cover are maintained, and the limits — including any per-item limit — are stated on your quotation. Items exceeding the per-item limit must be declared at survey so that appropriate cover can be arranged in advance; undeclared items are covered to the standard limit only.

We are not liable for loss or damage arising from packing carried out by you where that packing was the cause; inherent defect or ordinary wear; undisclosed conditions rendering an operation unsafe or impossible to perform properly; or events beyond our reasonable control.

Nothing in these terms restricts liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be restricted. Your statutory rights as a consumer are unaffected.

8. Storage

Goods placed into storage are inventoried at collection and held under a separate storage agreement setting out the period, the charges and the notice provisions. Access is by appointment on reasonable notice.

Goods are released only to you, or to a person authorised by you in writing, on proof of identity, and only where the account is clear.

Where storage charges remain unpaid we hold a lien over the goods. Following written notice to your last known address allowing not less than thirty days for settlement, the goods may be sold to discharge the debt, any surplus after costs being returned to you. Please keep your contact details current with us.

9. Removals out of the United Kingdom

On a removal out of the UK you are responsible for the accuracy of the inventory and of the residency, address and tax documentation supplied for customs purposes, including the values recorded. We prepare and lodge the export documentation on the basis of the information provided.

Duties, taxes, inspection charges and authority-imposed storage at either end are payable by you. Delays arising from customs, inspection, port operations, weather or border conditions lie outside our control.

10. Claims

Loss or damage should be noted on the delivery or redelivery paperwork at the time, while the crew is present, and confirmed in writing within seven days. Please retain the packaging and the item until the claim has been assessed. Claims notified outside that period are more difficult to substantiate and may be declined.

11. Complaints

Raise a complaint with us first, in writing. We will investigate and respond. If our response does not satisfy you, nothing in these terms prevents you from pursuing the matter further.

12. General

These terms, the quotation and any storage agreement form the entire agreement between us. If any clause is found unenforceable, the remainder 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.