1. Our quote
Quotes are valid for 30 days from the date of issue unless stated otherwise. The price we give is VAT-free and fixed for the scope of work agreed. We operate 24 hours a day, 7 days a week — out-of-hours and overnight work carry no surcharge unless explicitly agreed. We reserve the right to adjust the price only if the scope changes after the quote is issued — e.g. additional items, extra floors without a lift, long-carry distances over 20 metres, or parking permits we have to pay for.
2. What is (and isn't) included
Unless we have agreed in writing, our standard quote does NOT include: dismantling or reassembling fitted/integrated appliances, disconnecting gas or electric appliances, lifting or re-laying fitted carpet, moving items from unboarded lofts, or handling of goods listed under 'Items we cannot move' below. We can arrange most of these on request — just ask when you book.
3. Your responsibilities
You agree to (a) be present (or have an authorised person present) at both properties, (b) declare the full value of goods being moved if you want anything above our limited liability, (c) obtain any parking permits, lift bookings or access permissions required, (d) empty and defrost fridges/freezers at least 24 hours before the move, (e) ensure nothing is left behind and nothing not-yours is taken in error, (f) supply an accurate contact number on move day.
4. Items we cannot move
We cannot accept: illegal / stolen goods, drugs, firearms, ammunition, explosives, flammable liquids or gas bottles; cash, jewellery, deeds, securities, stamps or coins; any live animals, fish or plants; perishable food or items requiring a controlled environment; items requiring export/import licences unless agreed in writing. We reserve the right to refuse any item we consider unsafe to transport.
5. Cancellation
Postponement or cancellation charges depend on notice given (working days Mon–Fri, excluding Bank Holidays): more than 10 working days' notice — no charge; 5–10 working days — up to 30% of the quote; less than 5 working days — up to 60% of the quote. Full terms apply.
6. Payment
Standard payment terms are: cleared payment in advance of the move day by bank transfer or debit/credit card. We do not hold deposits on domestic moves unless specified. Invoices not settled within 7 days of the due date attract interest at 4% above Bank of England base rate. You may not withhold any portion of an agreed price in the event of a claim — claims are processed separately once the invoice is settled.
7. Our liability — Limited (default)
If you have not declared the value of your goods, our liability is limited to £50 per item (defined as any single article, suite, pair, set, box, carton or container). We may choose to repair or replace a lost/damaged item — repair does not include compensation for depreciation.
8. Our liability — Standard (optional upgrade)
If you declare the full value of your goods and pay the additional premium, our liability is capped at £50,000 or the declared value, whichever is lower. Paired/set items are compensated as isolated items, not as part of the pair/set. A customer excess of £250 applies to all claims unless otherwise agreed in writing.
9. Exclusions
We are not liable for: goods packed/unpacked by you unless the outer container shows external damage; electronic or mechanical derangement without external impact; natural wear & tear, leakage, deterioration; moth/vermin infestation pre-existing on items; losses caused by fire, war, terrorism, acts of God, industrial action, or any event outside our reasonable control.
10. Time limits for claims
Any loss or damage must be noted on the delivery sheet at the time of delivery, and confirmed in writing (email acceptable) within 7 days. We will not accept claims reported outside this window unless we have agreed an extension in writing beforehand.
11. Delays
We are not liable for delays caused by circumstances outside our reasonable control — traffic, weather, road closures, Police/Highways incidents, or actions of third parties. If we cannot deliver on the agreed day for such reasons, we will store your goods overnight at no additional charge and deliver the following working day.
12. Right to hold goods (lien)
We have a legal right to hold goods in our custody against any unpaid charges. Storage fees accrue while goods are held. After 28 days' written notice of arrears, we may sell goods to cover outstanding balances.
13. Governing law
These terms are governed by the law of England & Wales. Any dispute that cannot be resolved via our Complaints Procedure may be referred to an arbitrator of the Chartered Institute of Arbitrators or to the courts of England & Wales.
14. Contact
HomeGo Removals & Packing Ltd, 93B Gore Road, Burnham, Slough, Berkshire SL1 7DD. Companies House 16811153. Phone 07440 414548. Email office@homego-removals.com.
