Terms & conditions

Here's how we work, written plainly so there are no surprises on either side. These terms go alongside your written quotation, which sets out exactly what we're doing for you. If anything here doesn't match what we agreed with you in writing, what we agreed with you wins.

1. Quotes and prices

• Your quote is a fixed price, based on your survey or the details you give us. We don't run a clock, and we don't charge by the hour.
• The price only changes if the job does: extra items, an extra address, extra floors, or services added on the day.
• If something does change, we'll talk it through and agree the new price with you before carrying on, wherever we can.
• Quotes hold good for 30 days and cover the date shown on them.
• If you'd like the crew to work past 6pm, that's usually fine, and we'll agree any late-working charge with you first.

2. Booking and payment

• A 25% deposit secures your date, and we'll hold the slot as soon as it arrives.
• The balance is due before we start unloading at the new address, by bank transfer. We'll send our details with your quote so it's easy to do in advance.
• If something isn't right, please tell us rather than holding back part of the payment, and we'll sort it out through the claims process in section 9.
• If a balance goes unpaid, we may need to keep your goods safe until it's settled, and storage charges would then apply. We'd always speak to you first.

3. Cancelling or moving your date

• More than 7 days before: your deposit moves to a new date, or comes back to you in full.
• 3 to 7 days before: we hold your deposit against the booking and move it to your new date if we can fill the slot.
• Less than 48 hours before: we're unable to refund the deposit, as the crew and van are already committed to you.
• Chains collapse and completions slip, and we know that isn't your fault. Tell us as soon as you hear, and our first instinct is always to move your date rather than charge you.

4. Moving day

• Crews usually arrive between 8am and 9am, or at another time if that suits you better.
• Arrival and finish times are our best estimate unless we've agreed a timed schedule in writing. Where we've agreed one and miss it for reasons on our side, we'll cover reasonable costs that follow from the delay.
• The crew takes a short break within any four hours worked, which keeps everyone safe and careful with your things.
• For safety, the crew keep their boots on indoors. We bring floor protection as standard, and we're happy to lay carpet protection if you'd like it.
• In the unlikely event of a breakdown, we'll get a replacement vehicle to you or agree another plan with you quickly.
• Your move is done by our own crew. In the rare case we'd need help from another firm, we'd tell you beforehand, and these terms would still apply.

5. Waiting time and key delays

• Key exchanges rarely run to the minute, so every move includes 60 minutes of waiting time at no charge.
• After that, waiting is £45 per hour per van, in half-hour blocks. We'll let you know when the free hour is nearly up, so nothing lands as a surprise.
• If keys don't arrive at all, we can keep your belongings on the van overnight or move them into storage. We'll agree the cost with you on the day before doing anything.
• Waiting because packing isn't finished, access isn't ready or a property isn't cleared works the same way.

6. Parking, access and lifts

• Parking is down to you at both addresses, including permits or bay suspensions, and space for a vehicle of the size on your quote. Tell us your street and we'll tell you exactly what we need, and when to book it.
• If a parking fine, penalty or congestion or emission charge comes from there being nowhere legal to park, we'll pass it on at cost, with the paperwork.
• Where a lift or loading bay needs booking with a concierge or building manager, that booking is yours to make. Just tell us the arrangements and we'll work to them.
• If the van can't get within 20 metres of the door, we may need a longer carry or a shuttle vehicle. We'll agree anything extra with you before we start.
• Sometimes the only way through is a tight one, such as taking a door off or hoisting through a window. We'll tell you honestly if we think there's a risk, and we can only go ahead on that basis if you're happy for us to.

7. A few things we need from you

• An accurate list of what's moving, and a heads-up about anything worth more than £500 so we can make sure it's properly covered.
• Anything you pack yourself packed well enough to travel. Boxes packed by you aren't covered for damage to their contents, so we're glad to pack the tricky things for you.
• Fridges and freezers emptied and defrosted, and left upright and switched off for 24 hours after delivery.
• You, or someone acting for you, at both addresses, so nothing gets left behind and everything lands in the right room.
• A last look round every room, cupboard, loft and the garden before we drive away.
• Confirmation that the goods are yours, or that you have the owner's permission to move them.

8. What we can't take or do

• Money, jewellery, deeds, passports and similar valuables are best kept with you, so please carry those yourself.
• We can't carry fuel, gas bottles, paint, fireworks, aerosols, chemicals or anything else flammable or explosive.
• We can't take perishable food, open liquids, plants that wouldn't survive the trip, or live animals.
• We don't disconnect or reconnect gas, water, electrics or integrated appliances, and we don't take down or refit fitted units, lighting, blinds, curtains or flooring. Those need a qualified tradesperson, and we're happy to work around whoever you book.
• If the crew think an item can't be moved safely, or without damaging it or the property, they'll explain why rather than risk it.

9. If something gets damaged

• We carry goods-in-transit and public liability insurance, and we'll send you the certificate any time you ask.
• Cover runs to £30,000 per load, and we can arrange higher cover in writing before the move if you need it.
• Claims carry an excess of £250.
• If anything happens on the day, tell the crew there and then so we can note it on the job sheet and put it right quickly.
• Please report damage to property within 24 hours, and damage to goods within 2 days. Our insurer needs claims reported quickly, so anything later is much harder for us to take forward.
• Depending on what's happened, we'll repair, replace or compensate, whichever works best for you.
• What insurance can't cover is normal wear and tear, mechanical or electrical faults with no sign of impact, contents of boxes you packed yourself, items already damaged before we arrived, or problems caused by lifts and communal areas being out of use.
• Where damage to your property is our fault, we'll put it right.

10. Storage

• Storage is charged monthly, in advance, at the rate shown on your quote.
• We prepare an inventory of everything going into store, and you get a copy.
• Your goods come back to you whenever you need them, once storage is up to date, with a little notice so we can have them ready.
• If storage charges stay unpaid for more than 28 days, we'd write to you first, and only as a last resort could we sell goods to recover what's owed.

11. Looking after each other

• Our crews are polite and careful, and we ask for the same in return. If anyone is abusive or threatening towards them, we may stop work, and the balance of the job stays payable.
• Please keep children and pets clear of the loading area, just to keep everyone safe.

12. If you're not happy

Tell us, and we'll do our best to fix it. Email info@porter-removals.co.uk or call 07425 592618. We'll come back to you within one working day and aim to have things resolved within 14 days.

13. The legal bit

• These terms and your written quotation form the agreement between us, and replace anything said in passing. Any changes just need to be agreed in writing.
• Nothing here affects the rights you have as a consumer under UK law.
• This agreement is governed by the laws of England and Wales.

Porter & Co. Removals · 07425 592618 · info@porter-removals.co.uk · porter-removals.co.uk