Terms & conditions

These terms and conditions govern the removals and storage services provided by Luton Removals ("we", "us", "our") to you, the customer. By accepting a quotation or booking a move with us, you agree to these terms. If anything here isn't clear, email us at hello@lutonremovals.uk before you book.

1. Quotations

Our quotations are based on the information you give us about the move — the items involved, the addresses, and the access at both ends. A written quotation is valid for fourteen days from the date we issue it, unless we state otherwise in writing.

If the job on the day differs materially from what was described — more items, different access, extra stops, waiting time, or work we couldn't have foreseen — we may need to adjust the price. We'll always talk to you before doing so.

2. Booking and deposit

Your move is confirmed once you've accepted the quotation and paid any deposit we ask for. The deposit secures your date and is set against the final balance.

If you cancel a confirmed booking, we'll refund your deposit within fourteen days of the cancellation, subject to any costs we've already reasonably incurred on your behalf. Cancellations made at very short notice may be subject to a charge to cover work already committed; we'll make any such charge clear at the time.

3. Your responsibilities

As the customer, you agree to:

• Declare all items to be moved accurately, including anything of high value, and tell us about anything unusually heavy, fragile or awkward;
• Make sure we have safe, reasonable access at both the pickup and drop-off addresses — clear routes, working lifts where relevant, and suitable space for the vehicle;
• Arrange any parking, loading bay suspensions or permits needed for the vehicle at both ends, or ask us in good time to help arrange them;
• Be present, or have an authorised person present, at collection and delivery to give instructions and check the goods;
• Ensure the property and items are ready for the crew at the agreed time.

We're not responsible for delays or extra costs that arise from access, parking or readiness issues outside our control.

4. Items we won't carry

For safety and legal reasons, we cannot transport certain items unless agreed with us in writing in advance. These include:

• Hazardous, flammable, explosive or corrosive goods, including gas bottles and fireworks;
• Perishable food, plants and anything likely to spoil in transit;
• Live animals;
• Illegal items, firearms, ammunition and controlled drugs;
• Cash, jewellery, deeds, securities and items of exceptional value, unless specifically agreed.

Please remove or separately arrange these before the move. We may refuse to carry anything we reasonably consider unsafe or unlawful.

5. Liability and insurance

We take great care with your belongings and carry goods-in-transit and public liability insurance. Our liability for loss or damage is limited to the terms and cover levels of that insurance, details of which we'll provide on request.

We're not liable for damage to items you've packed yourself where the damage results from inadequate packing, for pre-existing wear or defects, or for goods you haven't declared to us. We're also not liable for delays or losses caused by events beyond our reasonable control.

6. Claims

If any goods are lost or damaged, please note it on the delivery paperwork where possible and report it to us in writing within seven days of delivery, so we can inspect the items and handle your claim promptly. Claims made outside this period may be harder for us to investigate and settle.

7. Payment

Unless we've agreed otherwise in writing, payment of the balance is due on or before completion of the move. We'll tell you which payment methods we accept when you book. We may withhold delivery or release of goods where payment due has not been made.

8. Storage

Where we store your goods, storage charges run for each agreed period and are payable in advance. You'll keep us informed of a current address and contact details throughout. We may apply our lien over stored goods for unpaid charges, and, after giving you reasonable written notice, may sell uncollected goods to recover what's owed. Please make sure stored items are suitable for storage and that anything perishable or hazardous is removed beforehand.

9. Governing law

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

Contact

For any questions about these terms, email us at hello@lutonremovals.uk.