Terms & conditions

1.1 “We”, “Us”, “Our” means LW Removals.

1.2 “You”, “Your” means the customer (individual or business) who engages us to provide removal and/or packing services.

1.3 “Services” means any removal, transportation and/or packing work we agree to carry out.

1.4 “Goods” means all items that we move or handle under this contract.

1.5 “Contract” means the agreement between you and us, comprising the written quotation and these Terms & Conditions.

2.1 The contract comes into force when you accept our written quotation in writing (including email or text) or pay a deposit.

2.2 Any quotation is based on the information you provide and is valid for 30 days from the date of issue unless otherwise stated.

2.3 If the information you give is inaccurate or incomplete, we reserve the right to revise the quotation or charge additional fees.

2.4 Any amendments or additional services requested after booking (e.g. extra items, additional pick-ups, access issues) may incur extra charges.

3.1 We agree to provide the services specified in the quotation using reasonable care and skill.

3.2 Unless otherwise stated in writing, our services do not include:

• Disconnecting or reconnecting appliances.
• Taking up or laying carpets, flooring, or tiles.
• Removal of doors, windows, or other fixtures.

3.3 Packing service:

• If you book our packing service, we will pack items as agreed in the quotation (e.g. full house pack, kitchen only, fragile items only).
• If you pack your own goods, you are responsible for ensuring they are packed safely and suitably for transport.

3.4 Any dismantling or reassembly of furniture will only be carried out if specified in the quotation or agreed in writing, and may incur additional charges.

4.1 Provide accurate information about:

• The volume and nature of goods.
• Access at collection and delivery addresses (e.g. stairs, parking restrictions, narrow roads, low bridges).
• Bad Access will be counted as anything over 18 meters from the Parking Location and/or stairs that were not made apparent before the quote was accepted.
• Any items requiring special handling (e.g. pianos, safes, large American-style fridge freezers).

4.2 Arrange and pay for any parking permits, suspensions, or access permissions needed for our vehicles.

4.3 Ensure that you or an authorised person is present at both collection and delivery addresses to:

• Confirm that nothing has been left behind.
• Check items on delivery.
• Sign the job completion note.

4.4 Where you are doing your own packing:

• Ensure all goods are properly packed, sealed, and labelled before our arrival.
• Empty, defrost, and clean fridges/freezers before removal.

4.5 Remove all valuables, cash, jewellery, watches, important documents (passports, deeds, etc.), and personal electronic devices from the goods before the move. We accept no liability for these items.

4.6 Ensure that the property you are moving from and to is safe and suitable for our staff to work in.

5.1 Unless agreed in writing, we do not accept the following for removal:

• Cash, jewellery, precious metals, or stones.
• Important documents, securities, deeds, bonds, or share certificates.
• Firearms, ammunition, explosives, or weapons.
• Hazardous, flammable, or toxic substances (e.g. petrol, gas cylinders, paint, chemicals, solvents).
• Perishable or refrigerated items.
• Animals, plants, or live organisms.

5.2 If such items are included without our knowledge, we reserve the right to remove or refuse them at your cost and without liability.

6.1 You are responsible for ensuring suitable access for our vehicles at all addresses.

6.2 If we cannot park within reasonable distance due to restrictions, congestion, or lack of permits, we may:

• Charge extra for additional carrying distance, delays, or the need for shuttle vehicles.
• Refuse to complete the service if access is unsafe or unreasonable.

6.3 If we encounter unexpected access issues (e.g. long carries, steep steps, narrow staircases, low bridges), additional charges may apply.

7.1 Unless stated otherwise, our quotation is based on:

• Normal working hours (e.g. 8:00–18:00, Monday–Saturday).
• Reasonable access and no unexpected restrictions.
• The described volume of goods and services.

7.2 Additional charges may apply for:

• Work outside normal hours at your request or due to delays outside our control.
• Waiting time caused by late key release, solicitors, agents, or your delays.
• Additional items, extra loads, or additional addresses not declared at the time of quotation.
• Access issues requiring extra manpower, equipment, or smaller vehicles.
• Long carries or excessive stairs not disclosed at booking.

7.3 Waiting / delay charges may be applied per hour (or part hour) per vehicle and/or worker at our current rate.

8.1 You may cancel or postpone your booking by giving us written notice.

8.2 If you cancel or postpone 7 days or more before the booked move date, any payments made (excluding any non-refundable third-party costs) may be refundable at our discretion.

8.3 If you cancel or postpone with less than 7 days’ notice, you agree to pay 30% of the full quoted amount.

8.4 If you cancel or postpone with less than 3 days’ notice, you agree to pay 50% of the full quoted amount.

8.5 If we arrive at the arranged time and are unable to carry out the work due to circumstances beyond our control (e.g. keys not available, property not ready, access refused), this may be treated as a cancellation and the 30% charge may apply.

9.1 Unless otherwise agreed in writing, payment terms are:

• A deposit (if required) payable on booking.
• The remaining balance payable no later than on or before the day of the move, as stated on your quotation or invoice.

9.2 We reserve the right to refuse to start or continue work if payment is not received in accordance with these terms.

9.3 Interest may be charged on overdue invoices at a reasonable rate above the Bank of England base rate, accruing daily until payment is received in full.

9.4 If applicable, VAT will be charged at the prevailing rate and shown clearly on your quotation/invoice.

10.1 We will take reasonable care in handling and transporting your goods.

10.2 Our liability for loss or damage is limited to a fixed amount per item or per job, as stated in your quotation or our insurance summary, unless you arrange or request additional cover.

10.3 We are not liable for:

• Any loss or damage arising from your failure to pack properly where you pack yourself.
• Fragile items not packed or protected adequately (e.g. glass, china, antiques) unless packed by us.
• Electrical or mechanical faults in appliances or equipment, unless there is clear evidence of damage caused by our negligence.
• Pre-existing damage, defects, or wear and tear.
• Loss of data from electronic devices, computers, or storage media.

10.4 We are not liable for delays or failure to perform our obligations due to events beyond our reasonable control, including but not limited to:

• Severe traffic or road closures.
• Accidents or breakdowns not caused by our negligence.
• Extreme weather.
• Strikes, industrial action, or events considered “acts of God”.

11.1 You should inspect goods upon delivery where reasonably possible.

11.2 Any visible loss or damage must be noted on the job completion note or notified to us in writing within 48 hours.

11.3 Any other claims must be submitted in writing within 7 days of the move.

11.4 We may reject claims made outside these time limits unless you can show that you could not reasonably have been aware of the issue earlier.

12.1 LW Removals does not provide storage services.

12.2 If you require storage, you are responsible for arranging this directly with a storage provider.

12.3 We accept no responsibility for any storage facility chosen by you, or for any terms agreed between you and the storage provider.

13.1 We will make reasonable efforts to arrive at the agreed times but cannot guarantee exact arrival times due to factors such as traffic and road conditions.

13.2 We will not be liable for any indirect or consequential losses (e.g. lost earnings, hotel costs, penalties) arising from delays, unless specifically agreed in writing.

14.1 If you have a complaint, you must notify us as soon as possible so we can attempt to resolve the issue promptly.

14.2 If we cannot resolve it informally, you should submit your complaint in writing within 7 days, setting out full details.

14.3 We will investigate and respond within a reasonable time. Any settlement or goodwill gesture will be at our discretion.

15.1 We have a legal right to withhold some or all of your goods until any outstanding sums under this contract are paid in full.

15.2 If you fail to pay, we may, after giving reasonable notice, sell or dispose of some or all of the goods to recover our costs, with any surplus (if any) returned to you.

16.1 We may use subcontractors to undertake all or part of the services.

16.2 These Terms & Conditions will still apply, and we remain responsible for the overall performance of the contract.

17.1 We will process your personal data in accordance with applicable data protection laws.

17.2 Your data will be used only for providing our services, managing accounts, and complying with legal obligations, unless otherwise agreed.

18.1 These Terms & Conditions and any disputes arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

18.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales.