Terms & conditions
These terms govern the removals services Removals Hayes provides. They apply to every booking unless we agree something different with you in writing. The specific durations below are contract terms — everywhere else on the site, timing is described in general terms.
1. Quotes
We quote in writing after surveying the move. A written quote is valid for thirty (30) days from its date. After that we may re-quote if costs, dates or the scope of the move have changed. The quote covers the work described in it; anything added on the day may affect the price, and we will tell you before proceeding.
2. Booking and deposits
A booking is confirmed when you accept the quote and pay any deposit we ask for. Where a deposit applies, it secures your date and is set against the final invoice. If you cancel within fourteen (14) days of paying a deposit, and more than seven (7) days before the booked move date, the deposit is refundable in full.
3. Payment
Unless agreed otherwise in writing, the balance is due on or before completion of the move. Invoices are payable within fourteen (14) days of the invoice date. We may withhold delivery of goods where payment due has not been made.
4. Cancellation and postponement
Tell us as early as you can if you need to cancel or move your date. Cancellations made less than seven (7) days before the booked date, or postponements at short notice, may incur a charge to cover committed crew and vehicle costs. We will always set this out clearly before applying it.
5. Your responsibilities
- Give accurate details of the goods, the addresses and the access.
- Ensure parking and access are available at both ends where needed.
- Provide, for a European move, the personal documents we request in time for the load to clear customs.
- Empty and disconnect appliances before collection unless we have agreed to handle this.
6. Goods we do not carry
We cannot transport hazardous, illegal, perishable or living items, or cash, jewellery and documents of exceptional value, unless specifically agreed in writing. Please remove these from the load.
7. Liability and insurance
Goods-in-transit cover applies to your move; we will confirm the level of cover and any options before you book. Our liability is limited to the terms of that cover. We are not liable for loss or damage caused by events outside our reasonable control, or by goods you packed yourself where the packing was the cause.
8. Claims
Any claim for loss or damage must be notified to us in writing within seven (7) days of delivery, so we can inspect the goods and the packing. Please keep the item and its packaging until the claim is resolved.
9. Customs on European moves
We prepare and lodge the customs declarations for moves to Germany, the Netherlands, Belgium and Switzerland. You remain responsible for the accuracy of the information you give us and for any duties or taxes lawfully due at the destination. Delays caused by incomplete or inaccurate information you supply are not our responsibility.
10. Governing law
These terms are governed by the law of England and Wales, and any dispute is subject to the courts of England and Wales.
Questions about these terms? Email hello@removalshayes.co.uk.