Terms & conditions

These terms and conditions apply to all work carried out by Eckersley Removals ("we", "us" or "our") for you, the customer. By accepting our quote and booking your move, you agree to these terms. Please read them alongside your written quote, which together form the agreement between us.

1. Our quotations

We provide a written quote based on the information you give us and, for larger or more complex moves, on a survey carried out in person or by video. The quote sets out the services included — such as packing, transport, dismantling and reassembly, or storage — and reflects the job as described to us. A written quote is valid for fourteen days from its date, after which we may need to review it.

If the move turns out to differ materially from what was described — for example, significantly more to move than declared, poorer access than expected, extra items added, or a change of address or date — we may need to adjust the quote. We'll always tell you before carrying out any additional work and agree the change with you first.

2. Booking and deposit

Your move is confirmed once you accept the quote and pay any deposit we ask for. The deposit secures your date and crew and is set against the final balance. If you need to cancel or postpone, please tell us as far ahead of the move as you can. Where you cancel and we're able to refund your deposit, we'll return it to you within fourteen days of the cancellation; deposits may be retained where a cancellation is made close to the booked date and we're unable to re-book the slot.

3. Your responsibilities

To help the move run properly, you agree to:

• Declare your items accurately, including anything heavy, valuable, fragile or awkward, so we can plan and quote for the real job.
• Arrange safe and legal access at both ends — including any parking suspensions, permits, or lift bookings needed for the vehicle and the carry.
• Tell us about restrictions such as narrow stairs, low arches, red routes, or timed access windows.
• Empty and prepare appliances, and disconnect items such as washing machines and gas or electrical fittings, unless you've arranged for us to handle this.
• Be present, or nominate someone, to give directions and check that nothing is left behind or delivered to the wrong place.

Where permits, parking or access can't be arranged and this delays or obstructs the move, any resulting additional cost may fall to you.

4. Items we cannot carry

For everyone's safety and to stay within the law, we cannot transport certain goods. These include:

• Hazardous, flammable, explosive or corrosive materials, gas bottles, fuels and certain chemicals.
• Perishable or frozen food, and open or unsealed foodstuffs that won't survive the journey.
• Live plants and animals, which need their own arrangements — particularly on moves into Europe.
• Illegal items, and anything prohibited or restricted from movement across a border.

We'd also ask you to carry money, jewellery, important documents and other irreplaceable valuables with you personally rather than in the load. If you're unsure about a particular item, ask us before the move.

5. Liability and insurance

We take great care with your belongings, and your move is covered by goods-in-transit and public liability insurance. We'll explain what that cover means for your things before you book. Our liability is limited to the terms of that cover, and we're not responsible for:

• Items you packed yourself, where damage results from the way they were packed.
• Loss or damage caused by circumstances beyond our reasonable control.
• Inherent faults, existing wear, or gradual deterioration not caused by us.
• Electrical or mechanical items that stop working without visible external damage.

For high-value or specialist pieces, please tell us in advance so we can advise on appropriate protection and any additional cover you may want.

6. Claims

In the unlikely event that something is lost or damaged, please tell us as soon as you notice it, and confirm your claim to us in writing within seven days of delivery so we can inspect the item and deal with it promptly. Please keep the item and its packaging as they were, as this helps us resolve the claim. We'll handle every claim through a clear, documented process.

7. Payment

Unless we've agreed otherwise in writing, the balance of your move is due on or before completion of the work — that is, before or on the day your belongings are delivered. Where storage is provided, storage charges are payable as agreed for the period your goods are held. We may withhold delivery where payment properly due has not been made.

8. Storage

Where we store your belongings, they're held in clean, secure storage and inventoried in and out. Storage is provided on the terms agreed at booking, including the basis of charging and access arrangements. The insurance position for stored goods will be explained to you before storage begins.

9. Governing law

These terms, and any agreement between us, are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact

If you have any questions about these terms, or anything about your move, email us at hello@eckersleyremovals.com and a member of the family team will help.