Terms and conditions

1. Who we are

These terms govern the services provided by Norfolk Removals ("we", "us"). They apply to every quotation we issue and every removal and packing service we carry out, unless we have agreed something different with you in writing.

2. Quotations

A quotation is based on the information you give us and on what we observe at survey, whether that survey is in person or from photographs or video you supply. It covers the goods, the properties and the access arrangements identified at that point.

A written quotation remains open for acceptance for thirty days from its date unless it says otherwise. After that period we may re-quote.

Where the work differs materially from what was surveyed — additional goods, an outbuilding we were not shown, or an approach that proves impassable when it was represented as usable — we will tell you before proceeding and agree any adjustment with you.

3. Access and shuttles

You are responsible for the accuracy of what you tell us about the approach to each property, including lane width, surface, turning space, weight or width restrictions and overhead obstructions.

Where we have quoted for a shuttle, it is included at the figure stated. Where a shuttle proves necessary because the approach differs materially from what was described to us, the additional work is chargeable and we will raise it with you before incurring it wherever practicable.

We will not take a vehicle onto ground where we judge it unsafe or likely to become stuck, and that judgement rests with the crew on the day.

4. Weather

We may postpone or re-plan a move where wind, flood or road conditions make the journey unsafe for a high-sided vehicle, including closure or restriction of exposed roads. Where we do so we will re-schedule at the earliest date available to us at no additional charge, and we are not liable for consequential loss arising from the postponement.

5. Booking and payment

A booking is confirmed when you accept the quotation in writing and pay any deposit we have asked for. The balance falls due before the goods are delivered, and in any event no later than seven days after delivery where we have agreed credit terms in writing.

6. Backloads and shared journeys

Where you have accepted a backload or shared-journey rate, collection and delivery take place within the windows stated in your quotation rather than on fixed dates. Where you subsequently require fixed dates we will re-quote for a dedicated vehicle.

7. What we will not carry

• Prohibited or stolen goods, drugs, and anything unlawful to possess or move.
• Firearms, ammunition and explosives.
• Fuel, gas cylinders, and goods likely to become dangerous, explosive or flammable.
• Paint, solvents, agricultural and garden chemicals.
• Goods likely to attract vermin, or which may cause infestation or contamination.
• Perishable food and open containers of liquid.
• Plants and living creatures.
• Jewellery, cash, deeds, securities and items of exceptional value, unless agreed in writing beforehand.

8. Your responsibilities

• Being present, or having an authorised representative present, at collection and delivery.
• Telling us about anything of unusual value or fragility before it is packed.
• Telling us about flood history where it affects how goods should be placed.
• Preparing appliances, disconnecting services, and emptying anything that must travel empty.
• Obtaining any permission required from a landowner where access crosses land that is not yours.

9. Liability and cover

We carry goods in transit and public liability insurance. The level applying to your move is stated in your quotation.

Loss or damage must be reported to us in writing within seven days of delivery, and the goods and their packaging kept available for inspection. Claims notified after that period may not be capable of proper investigation and may be refused on that basis.

We are not liable for loss or damage caused by circumstances beyond our reasonable control, by defects inherent in the goods themselves, by goods packed by you where the damage arises from that packing, or by electrical or mechanical faults not evidenced by external damage.

10. Cancellation

You may cancel a booking. Where you cancel more than fourteen days before the agreed collection date, any deposit is refunded in full. Cancellations inside that period may be subject to a charge reflecting costs already committed, including crew and vehicle allocation.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, save that nothing here removes any right you have as a consumer.

12. Getting in touch

Questions about these terms go to hello@norfolkremovals.uk. Where these terms and anything stated elsewhere on this website conflict, these terms apply to the contract between us.