Terms & conditions

These terms and conditions set out the agreement between you, our customer, and Norbury Removals ("we", "us", "our") when we provide removals, packing and storage services. By accepting our quotation or asking us to carry out a move, you agree to these terms. If anything here is unclear, email us at hello@removalsnorbury.co.uk before you book.

1. Quotations

Our written quotation is based on the information you give us about the move and, where relevant, a survey in person or by video. Unless we state otherwise in writing, a written quotation remains valid for fourteen days from its date. If your requirements change — for example, the volume of goods, the addresses, the access, or the date — we may need to revise the quotation. Work that isn't described in the quotation, or that we couldn't reasonably have foreseen, may be charged as an additional item once agreed with you.

2. Booking and deposit

Your move is confirmed once you accept the quotation and we acknowledge the booking. We may ask for a deposit to secure your date; the balance is due as set out in the payment section below. If you cancel a confirmed booking, any refundable deposit will be returned to you within fourteen days of your cancellation, subject to any reasonable costs we have already incurred on your behalf. Cancellations made at short notice may be subject to a charge to cover work already committed, which we will explain to you.

3. Your responsibilities

You agree to:

• Declare everything that needs moving, so the quotation and vehicle are right for the job, and tell us about any items of unusual value, weight or fragility.
• Ensure safe and reasonable access at both addresses, including stairs, lifts and doorways, and tell us in advance about anything that may make access difficult.
• Arrange suitable parking for our vehicle at both ends, and obtain any permits or parking-bay suspensions that are needed — we're happy to advise on this.
• Be present, or appoint someone to act for you, on the day of the move, and check that nothing is left behind or taken in error before we leave.
• Disconnect and reconnect appliances, and dismantle or prepare items, unless we've agreed in writing to do this for you.

4. Goods we won't carry

For safety and legal reasons, we cannot transport certain items. These include hazardous, flammable, explosive or corrosive materials; gas cylinders and aerosols; perishable or frozen food; plants; live animals; and illegal goods. Please also remove or carry yourself any jewellery, money, deeds, passports and other valuable or irreplaceable items. If you ask us to carry goods we've said we won't, or you fail to declare such items, we accept no liability for any resulting loss or damage.

5. Liability and insurance

We take great care with your belongings, and we carry goods-in-transit and public liability cover for the moves we undertake. We'll explain the scope of that cover, and any limits that apply, before you book. Our liability is limited to the terms of that cover. We're not responsible for damage to goods that you packed yourself unless the damage was caused by our negligence, nor for pre-existing wear, inherent defects, or loss you could have avoided — for example, by declaring a high-value item so we could handle and cover it appropriately. If you'd like additional protection for high-value goods, ask us and we'll talk you through the options before the move.

6. Claims

If any of your goods are lost or damaged in our care, please tell us at the time of delivery where you can, and confirm your claim to us in writing within seven days of the move. Prompt notice lets us investigate properly while the details are fresh. Please keep the affected items and their packaging available for inspection, and don't dispose of them until your claim is resolved.

7. Payment

Payment is due on or before completion of the move, unless we've agreed different terms with you in writing. For storage, charges are payable in advance for each agreed period. We reserve the right to withhold delivery or release of goods where payment properly due has not been made, and to charge reasonable interest and costs on amounts that remain unpaid.

8. Storage

Where we store your goods, they're kept in clean, secure facilities for the period you agree with us. Storage charges are payable in advance as above. Please keep your contact details up to date so we can reach you, and give us reasonable notice when you'd like your goods delivered or released. The liability and claims terms in this agreement apply to goods in storage as well as goods in transit.

9. Delays and events outside our control

We plan every move carefully and aim to keep to the arrangements we've agreed. Occasionally, matters outside our reasonable control — such as severe weather, traffic disruption, vehicle breakdown, or third-party delays at customs on European moves — can affect timing. Where that happens, we'll keep you informed and work with you to put things right as quickly as we reasonably can. We're not liable for delays caused by such events.

10. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer.

Contact us

If you have any questions about these terms, contact Norbury Removals by email at hello@removalsnorbury.co.uk.