Terms and conditions

1. Scope

These terms govern removals, packing, storage and associated transport carried out by Ashford Removals for customers in Ashford and the surrounding Kent postcodes. They become part of our agreement once a written quotation is accepted.

2. Surveys and quotations

Every quotation follows a survey, which fixes the volume, the access at each end, the depth of packing and whether goods are to be held. A written quotation stands for thirty days from its date, against the inventory taken at that survey.

Where the inventory changes — an outbuilding, loft or garage we were not shown — we tell you before continuing and confirm any revised figure in writing. Nothing is altered on the day without your agreement.

3. Provisional bookings

Where your completion depends on a developer giving notice, we may hold a provisional slot across an expected window. A provisional slot reserves crew and a vehicle on a reasonable-endeavours basis; it does not guarantee any particular day, and it becomes a confirmed booking only when you notify us of the completion date and we confirm in writing.

4. Booking and payment

A booking becomes firm once the quotation is accepted in writing and any deposit stated on it is paid. A deposit is returned in full on cancellation more than fourteen days ahead of the booked date; within that window part or all may be retained against costs already committed.

The balance falls due as the quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing. Interest may fall due on anything unpaid after that.

5. Access, sites and what sits with you

Describing access at both ends is your responsibility: lanes, private drives, gradients, surfaces, gateways, floors, lifts and staircases. Where a destination is on a development that is not yet complete, you are responsible for telling us so and for identifying who controls vehicle access on site.

Where a road is unadopted, unfinished or under the control of a site manager, we cannot guarantee that permission to stand will be granted or honoured. Where access proves materially different from the description and the job therefore takes far longer or needs other equipment, we raise it with you at the time rather than adjusting an invoice quietly.

6. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication are best kept with you.

7. Cover

Goods in transit and in store are covered to the level your quotation and storage agreement state, subject to the exclusions written there. Declare anything of unusual value before the move so it can be handled and covered properly.

Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

8. Storage

Goods we hold are loaded, inventoried and recorded at the collection address. Charging runs from the collection day in the periods the storage agreement sets out. Reaching held goods is by arrangement and requires reasonable notice.

Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting to you for any surplus.

9. Matters outside our control

Planning gives us no authority over traffic, weather, ground conditions, port or crossing disruption, customs processing, a chain collapsing, or a developer or site operator changing what is permitted on the day. Where any of that bears on your move we tell you at once and work out the best remaining option with you.

10. Moves outside the UK

Customs clearance on a European move is handled by us or our appointed agent against the inventory taken at your property. The rows the country page marks as yours are yours to get hold of, and the declaration is only as accurate as the information you give us for it. Duties, taxes and charges imposed at the destination are payable by you unless the quotation states otherwise.

11. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

12. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

13. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.