Terms and conditions

These terms apply to removals, packing and storage services provided by OOT Removals. By confirming a booking you accept them. Where a signed quotation says something different, the quotation takes precedence.

1. Quotations

A quotation is based on the inventory and access information recorded at survey. It remains valid for twenty-eight days from the date of issue unless it says otherwise. If the volume, the access or the services required change materially between quotation and move, we will tell you before proceeding and agree any adjustment with you first.

2. Booking and payment

A booking is confirmed when you accept the quotation in writing and any deposit stated on it has been paid. The balance is due before goods are unloaded at the destination, unless account terms have been agreed in writing.

3. Cancellation and postponement

Cancellation or postponement must be made in writing. A deposit is refundable in full if you cancel more than fourteen days before the agreed move date. Between fourteen and seven days before, we retain the deposit. Within seven days of the move date, a charge reflecting the resources committed may apply. Where a move is postponed rather than cancelled, we will do our best to carry the deposit across to the new date.

4. What we will not carry

• Flammable, explosive, corrosive or pressurised items, including gas cylinders, fuel, aerosols in quantity, paint and fireworks
• Prohibited or stolen goods, drugs, and firearms or ammunition
• Living things, including plants where they cannot lawfully travel, and pets
• Perishable food, and anything liable to attract vermin
• Jewellery, currency, deeds, securities and similar valuables — please carry these yourself

If such items are found in the load we may remove them and you will be responsible for any loss, damage or cost that results.

5. Your responsibilities

• Being present, or having an authorised adult present, at both addresses
• Arranging parking, permits or lift bookings where the property requires them, unless we have agreed in writing to do it
• Disconnecting and reconnecting gas, plumbed and hard-wired appliances through a qualified engineer
• Emptying and defrosting fridges and freezers, and draining fuel from garden machinery
• Telling us about anything of unusual value, weight or fragility before the move
• Checking the property is clear before we leave

6. Access and delays

We plan the move around the access described at survey. Where access turns out to be materially different — a restricted approach, a failed lift, a blocked street, a restricted-traffic zone not disclosed to us — additional work such as a shuttle vehicle may be required and charged. Delays outside our control, including completion delays, traffic incidents, weather and customs processing, are not our responsibility, though we will keep you informed and do what we reasonably can.

7. Liability

We take reasonable care of your goods. Our liability for loss or damage is limited to the terms of the cover in force for your move, as set out in your quotation. We are not liable for goods packed by you where the damage results from the packing, for inherent defect or ordinary wear, for electronic or mechanical failure with no external sign of damage, or for consequential loss such as lost income or accommodation costs.

8. Claims

Loss or damage must be noted at delivery where it is visible, and reported to us in writing within seven days of delivery. Please keep the item and its packaging until the claim is settled. Claims cannot be considered while an account remains unpaid.

9. Storage

Goods held in storage are inventoried on entry. Storage charges are payable in advance for each period. We may exercise a lien over stored goods where charges remain unpaid, and where an account is three months or more in arrears and we have given written notice, we may sell the goods to recover what is owed, accounting to you for any balance.

10. International moves

For moves crossing a border, you are responsible for providing accurate documentation and for the truthfulness of the inventory declared. Duties, taxes, inspection fees and charges raised by authorities at the destination are payable by you. Clearance timing is determined by the authorities concerned and is not within our control.

11. Subcontracting

We use our own crews. Where a specialist element genuinely requires a third party — a piano specialist, a crane, a vehicle transporter, a clearing agent — we will tell you in advance and remain your point of contact.

12. Complaints

Write to hello@ootremovals.co.uk with your job reference. It goes to somebody senior and you will get an acknowledgement and a named contact.

13. Governing law

These terms are governed by the law of England and Wales and subject to the exclusive jurisdiction of its courts. Nothing here affects your statutory rights as a consumer.