Terms & conditions

These terms apply to every move carried out by Porter & Co. Removals. They sit alongside your written quotation, which lists exactly what we are doing for you. If anything here doesn't match what we agreed with you in writing, the written agreement wins.

1. Quotes and prices

• Every quote is a fixed price, based on the survey or the information you give us. We do not charge by the hour for the move itself.
• The price stays the same unless the job changes: extra items, extra addresses, extra floors, or services added on the day.
• If the job changes, we tell you the revised price before we carry on, wherever it is practical to do so.
• Quotes are valid for 30 days and cover the date shown on them.
• Work carried out after 6pm at your request may carry a late-working charge, which we agree with you first.

2. Booking and payment

• A 25% deposit confirms your date. The date is not held until we receive it.
• The balance is due before we begin unloading at the delivery address, by bank transfer or card.
• Deductions cannot be made from the agreed price for any reason. Anything in dispute is dealt with through the claims process in section 9.
• If payment is not made, we may hold your goods until it is, and storage charges then apply.

3. Cancelling or moving your date

• More than 7 days before: your deposit moves to a new date, or is refunded in full.
• 3 to 7 days before: the deposit is held against the booking, and moves to a new date if we can fill the slot.
• Less than 48 hours before: the deposit is not refundable, because the crew and van are committed.
• Chains collapse and completions slip. Tell us as soon as you know, and we will do everything we can to move your date rather than charge you.

4. Moving day

• Crews usually start between 8am and 9am unless we agree another time with you.
• Arrival and finish times are estimates unless we have agreed a timed schedule in writing. Where we have agreed one in writing and miss it for reasons within our control, we cover reasonable costs that arise from the delay.
• The crew takes a short break within any four hours worked.
• For safety, crews keep their footwear on indoors. We bring floor protection and can lay carpet protection on request.
• If our vehicle breaks down, we will supply a replacement or agree another arrangement with you as quickly as possible.
• Your move is carried out by our own crew. If we ever need help from another firm, we will tell you before your move and these terms still apply.

5. Waiting time and key delays

• Key exchanges rarely run to the minute, so every move includes 60 minutes of waiting time free of charge.
• After that, waiting is charged at £45 per hour per van, in half-hour blocks, and we tell you when the free hour is used up.
• If keys do not arrive at all, we can keep your belongings on the van overnight or move them into storage. We agree the cost with you on the day before doing it, so there is never a charge you did not expect.
• Waiting caused by packing that isn't finished, access that isn't ready or a property that isn't cleared is charged in the same way.

6. Parking, access and lifts

• Parking is your responsibility at both addresses. That includes permits, bay suspensions and access for a vehicle of the size shown on your quote. We will tell you how much space we need.
• Any parking fines, penalties or congestion or emission charges incurred because suitable parking was not available are passed on to you at cost.
• Where a lift or loading bay has to be booked with a concierge or building manager, that booking is yours to make. Tell us the arrangements and we will work to them.
• If the van cannot park within 20 metres of the door, a longer carry or a shuttle vehicle may be needed, and we will agree any extra cost with you first.
• We are not responsible for damage that results from tight doorways, stairs or hallways where the only way through is a route we have warned you carries a risk, such as removing a door or hoisting through a window.

7. What you need to do

• Give us an accurate list of what is being moved, and tell us about anything valued over £500 so it can be covered properly.
• Pack anything you are packing yourself so it is safe to carry. Boxes you pack yourself are not covered by our insurance for damage to contents.
• Empty and defrost fridges and freezers, and leave them upright and switched off for 24 hours after delivery.
• Be at both addresses, or send someone who can act for you, so nothing is left behind and everything goes in the right room.
• Check every room, cupboard, loft and garden before we leave.
• Confirm that the goods are yours, or that you have the owner's permission to move them.

8. What we cannot take or do

• We cannot carry money, jewellery, deeds, passports or other valuables and documents. Please move these yourself.
• We cannot carry fuel, gas bottles, paint, fireworks, aerosols, chemicals or anything else flammable or explosive.
• We cannot carry perishable food, open liquids, plants that will not survive, or live animals.
• We do not disconnect or reconnect gas, water, electrics or integrated appliances, and we do not take down or refit fitted units, lighting, blinds, curtains or flooring. These need a qualified tradesperson, which you arrange.
• Our crew may decline to move any item they reasonably believe cannot be moved safely, or without damage to the item or the property.

9. Damage, insurance and claims

• We carry goods-in-transit and public liability insurance. A copy of our certificate is available on request.
• Cover is up to £30,000 per load unless we agree higher cover with you in writing before the move.
• Any claim carries an excess of £250.
• Tell the crew straight away about anything damaged on the day, and note it on the job sheet before they leave.
• Damage to property must be reported within 24 hours, and damage to goods within 7 days. Claims made later cannot be considered by our insurer.
• We may repair, replace or pay compensation, whichever is appropriate.
• We are not liable for normal wear and tear, for mechanical or electrical faults with no outward sign of impact, for boxes you packed yourself, for items that were already damaged, or for delays and damage caused by lifts or communal areas being out of use.
• We are responsible for damage to your property where it is caused by our negligence.

10. Storage

• Storage is charged weekly and billed in advance, with the rate shown on your quote.
• An inventory is prepared for anything going into storage.
• Goods can be released once storage charges are up to date, with reasonable notice for collection or delivery.
• Where charges remain unpaid for more than 28 days, we may sell the goods to recover what is owed, after writing to you first.

11. Behaviour and safety

• Our crews are polite, and we ask for the same in return. We may stop work if anyone is abusive or threatening towards them, and the balance of the job remains payable.
• Children and pets need to be kept clear of the loading area for their own safety.

12. Complaints

If something goes wrong, email info@porter-removals.co.uk or call 07425 592618. We aim to acknowledge complaints within one working day and to resolve them within 14 days.

13. General

• These terms and your written quotation form the whole agreement between us, and replace anything said verbally. Changes must be agreed in writing.
• Nothing here removes 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