Terms and conditions

1. What these terms cover

They apply to quotes issued and services carried out by Gillingham Removals. The booking contract for your move sits alongside them. Where the two say different things, the booking contract wins.

2. Quotes

A quote is built from what you tell us and what we see at survey. It assumes the access described at both properties and a volume matching the survey. If either turns out to be materially different we will tell you what it changes before we proceed. Unless the quote says otherwise, it remains open for thirty days from the date of issue.

3. Booking and deposit

Your date is held once you confirm the booking and pay any deposit requested. Where a deposit is taken it is refundable in full if you cancel within fourteen days of paying it, provided that period ends before the move date.

4. Changing or cancelling

Tell us as soon as you know. Cancelling or postponing close to the date may attract a charge reflecting crew and vehicles committed to you that we can no longer reassign; the scale sits in the booking contract. On European bookings, cancelling after a crossing or a consolidation slot has been reserved may carry third-party costs we cannot recover.

5. What we will not carry

Petrol, gas cylinders, aerosols in quantity, paint and solvents, explosives and other hazardous goods. We will not knowingly carry illegal items, live animals or perishable food. Money, jewellery, deeds, passports and similar should travel with you rather than in the van. Additional restrictions apply to loads entering the EU, including certain foods, plants and plant products — we give you the applicable list before packing.

6. What you are responsible for

Providing access at both properties, obtaining any parking permit or bay suspension where we have agreed that it is yours to arrange, declaring anything of unusual value or weight, and checking nothing has been left behind before we leave. Boxes you pack yourself are packed at your risk. On a European move you are responsible for the accuracy of your declarations and for obtaining the personal documentation the destination requires, including tax and residence numbers.

7. Our liability

We carry goods-in-transit and public liability insurance. Cover levels, per-item limits and exclusions are set out in the booking contract, and you should read them before confirming. We are not liable for damage to items packed by you and not inspected by us, for pre-existing damage or wear, for mechanical or electrical faults that appear after transit without external damage, or for loss caused by circumstances outside our reasonable control.

8. Reporting a problem

Note anything visible on the delivery paperwork before we leave. Anything found afterwards must be reported within seven days of delivery so we can inspect it. Please keep the item and its packaging until the claim is settled.

9. Payment

Unless we have agreed account terms in writing, payment is due before or on completion of the move as stated in the booking contract. Where invoiced terms apply, payment is due within thirty days of the invoice date. We may withhold delivery of goods held in storage where sums remain outstanding.

10. Storage

Goods placed into storage are inventoried on entry. Storage charges run for the agreed period and continue until collection or delivery is arranged. You must keep us informed of a current address and contact details for the whole time your goods are with us.

11. Customs and international moves

We prepare and lodge the customs documentation for moves to France, Spain, Italy and Portugal based on the inventory and the documents you supply. Clearance decisions, inspections and any duty or tax assessed by the destination authority are outside our control, and delays or charges arising from them are not our liability. Any duty, tax or inspection fee levied on your consignment is payable by you.

12. Complaints and law

Raise a complaint with us first, at hello@gillinghamremovals.co.uk, and we will look into it. These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction.