Terms & conditions
The basis on which we quote for and carry out your move. These are plain-English terms — the booking contract you receive sets out the full detail.
Quotes
Quotes are based on the information you give us and, where arranged, a survey. A written quote is valid for thirty days from its date unless we state otherwise. If the work changes — more to move, a different floor or access, added services such as packing or storage — we may need to revise the quote, and we will tell you before proceeding.
Booking & deposit
A booking is confirmed when you accept the quote and, where asked, pay a deposit. If you cancel more than fourteen days before the booked date, any deposit is refunded in full. Cancellations closer to the date may retain the deposit to cover the slot and resources we have held for you.
Payment
Unless we agree account terms in writing, the balance is due on completion of the move. Where account terms apply, invoices are payable within fourteen days. We accept the payment methods set out in your booking contract.
Access & buildings
For flats and high-rise moves you are responsible for arranging, or asking us to arrange, any building permissions we need — a booked service lift, a loading-bay slot, or concierge and managing-agent sign-off. Where access we were told to expect is not available on the day, it may affect the timing and the quote; we will always talk it through rather than spring it on you.
Our responsibilities
We will carry out your move with reasonable care and skill, protect your goods and the communal areas in transit, and keep you informed of anything that affects the plan. On European moves we prepare the customs declarations and transit documents and tell you what you need to provide.
Liability & claims
We carry goods-in-transit and public liability cover; the levels and limits are set out in your booking contract. Any loss or damage should be reported to us in writing within seven days of the move so we can inspect and deal with it. Claims are handled under the terms of the booking contract and applicable cover.
Items we cannot move
For safety and legal reasons we cannot carry certain items — hazardous or flammable goods, illegal items, and some perishables and plants, particularly on international moves. If you are unsure about an item, ask us before the day and we will advise.
Contact
For any question about these terms, email hello@acton-removals.uk. These terms are a plain-English summary; the booking contract you receive is the governing agreement.