The use of the name Reigate Removals refers to the Company (a trading name of Dorking Removals Ltd) its staff (including contractors), vehicles, warehouse and equipment, etc. Where we use the word 'you' or 'your' it means the customer. 'We', 'us' or 'our' means Reigate Removals (a trading name of Dorking Removals Ltd).

2. It is the sole responsibility of the customer to make sure that these terms and conditions meet their needs.

3. Reigate Removals provide customers with estimates. Quotes will only be provided when explicitly requested in writing. All prices are given on the understanding that the work will be carried out by the method and route determined by Reigate Removals. Any interruption, delay or postponement may increase the cost to the customer.

4. We advise that in advance of any contract or agreement, Reigate Removals provide the customer with an estimate based on either an in-person assessment of the property and items to be moved or, based on the customer completing the online estimator form, rather than the customer requesting a removal or storage by size or vehicle type.

5. Reigate Removals offer a packing service. When customers opt to pack themselves, all items to be moved should be packed / prepared by the customer in accordance with these terms and conditions. Items to be moved which have not been packed in accordance with our terms and conditions, are moved entirely at the owners’ risk. 

a) It is the customers responsibility to prepare adequately and stabilize all appliances, electronic equipment, etc prior to their removal. It is also the customers responsibility to empty, properly defrost and clean refrigerators and deep freezers. Reigate Removals are not responsible for the contents or liable for any damage caused by contaminated / dirty water / oil etc leaking from any appliance (washing machine, fridges, freezers etc.).

b) It is the customers responsibility to ensure that all appliances have been disconnected from the services (gas, electric and water) in advance of our arrival.

c) Fragile items large or small such as vases, lamps, jugs, urns, crockery, bottles, china, glass, ceramics etc, pictures, paintings photos etc flat screen TVs / monitors etc must first be wrapped generously in bubble wrap then boxed in advance of our arrival. 

d) Items which require dismantling should be dismantled and packed ready to go in advance of our arrival.

e) All other items to be moved should be boxed and ready to go in advance of our arrival. No single box should weigh more than 25kg.

f) All boxes should be sealed with tape and must be taped completely flat (top and bottom) - do not fold / interlock the box’s flaps.

6. Reigate Removals offer a packing service. The basic packing service includes the boxing up of most household items. There is an additional charge for items which require a more advanced pack in order to ensure they are covered by our insurance policy (for example, TVs, paintings etc.). The additional charge is optional, but if these items are not packed to the advanced standard they are not insured and Reigate Removals are not liable for any damage. We also offer a premium packing service which packs most items to an insured standard. The basic packing service is provided unless the customer requests an alteration or addition (which must be confirmed in writing in advance of the removal taking place).

7. Whichever packing option is selected (Reigate Removals' or the customers own), the following applies:

a) Flat pack style furniture is moved entirely at the owners’ risk; Reigate Removals will not accept any liability for any damage however caused.

b) Pianos are moved entirely at the owners’ risk unless agreed in advance and in writing to the contrary.

c) Reigate Removals are not liable for any items left in chest of drawers, wardrobes etc.

d) Reigate Removals do not transport cash or jewellery. Customers should do so themselves. Reigate Removals will not be held liable for any cash or jewellery. 

e) Reigate Removals are not liable for any items or liable for any damage to any items which are particularly fragile and/or prone to breaking (for example an antique picture frame where age has weakened the items rigidity, or a vase which is already cracked) or for items showing signs of distress at the point of removal.

f) For insurance purposes, a list of every item with a value more than £1000.00 must be declared to Reigate Removals in writing before the removal takes place.

g) Reigate Removals staff may refuse to move an item if they are unable to do so safely, or if doing so would pose a risk of personal injury or damage to the property due to the weight, dimensions or access to the item. 

h) Reigate Removals are not allowed to work above head height due to health and safety regulations. The customer is responsible for removing anything above head height. 

i) Reigate Removals are not liable for any damage caused by the dismantling of any item or caused by moving an item, including to its surroundings when any damage occurs due to the normal activities required for a removal (example; a brittle wardrobe falls apart when lifted and damages the flooring).

j) It is the customer’s responsibility to make sure that nothing required to be moved is left behind and that no items are removed in error. It is also the customer’s responsibility to make sure that any items left behind are suitably protected from theft or damage etc.

8. The customer shall not submit for removal, packing or storage any potentially dangerous, damaging or explosive article or substance, or any article or substance including plants which may encourage vermin or other pests or that may cause infection. The customer shall not submit for removal, packing or storage prohibited or stolen goods, drugs, pornographic material, jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of any similar kind. The customer shall not submit for removal, packing or storage perishable items and / or those requiring a controlled environment, any animals, birds or fish, potentially dangerous items including gas bottles, aerosols, paints, firearms and ammunition, goods which require special licence or government permission for export or import. This list is not exhaustive and Reigate Removals retain the right to refuse to transport an item which could be considered dangerous, illegal or which could cause damage. If you submit such goods without our knowledge, you will be liable for any charges, expenses, damages, legal costs or penalties incurred by us. 

9. Reigate Removals will not be liable for any damage or loss to any item(s) that has been packed or un-packed by the customer or by third parties, however caused.

10. There must be suitably safe, secure and practical roads / footpaths for the approach of Reigate Removals’s vehicles and staff to the building and its access doors. The approach, road or driveway must be suitable for our vehicles and/or containers to load and/or unload within 20 metres of the doorway. Unless agreed in writing, we do not deliver or collect goods from above the second floor. Due to safety legislation Reigate Removals' Staff are not allowed to enter lofts or cellars.

11. It is a condition that all work can be safely carried out by means of adequate staircases and doorways. The stairs, lifts or doorways must be adequate for free movement of the goods without mechanical equipment or structural alteration. It is the customers’ responsibility to make sure that their belongings fit into their new property. Reigate Removals are not liable for any damage caused to any item or property whilst trying to deliver such items through insufficient doorways, hallways, and such like. Reigate Removals are not liable for the relocation and or storage of any such items.

12. It is the customers responsibility to ensure properties are structurally safe in advance of our arrival and Reigate Removals will not be liable for any costs that may arise if we are unable to complete the removal due to safety concerns regarding the property.

a) The property(s) must be safe and structurally sound, with secure flooring, staircases, ceilings etc. Where this is not the case, our staff will pack or deliver your items to the best of their ability without compromising their safety (for example, if a room has damaged or missing floorboards, the customer would need to collect the items from that room if we feel that we are unable to enter it safely. If it was unsafe to take items to the second floor due to missing banisters/safety rails etc, we would deliver your items to the first floor only). 

b) If it was deemed unsafe for Reigate Removals to enter a property at all, if already collected, we would deliver the customers items to an alternative address within 5 miles of the original destination at no extra charge (subject to clause 15). Failing this, the customer would be responsible for the re-location and storage of their items. The customer could elect for Reigate Removals to store their items (at the customers cost) and re-deliver at a later date (at the customers cost) to a new property or when the original property has been made safe, subject to Reigate Removals' availability. 

c) The customer will be charged in full (as per the estimate given) irrelevant of whether the removal can take place or conclude, if Reigate Removals are unable to proceed due to safety concerns regarding the property.  

13. All reasonable measures will be taken to ensure your items are safe and secure. However, customers are expected to be present throughout both the loading and un-loading of the vehicles; Reigate Removals will not be held liable for the theft of any items by a third party, whether taken from the vehicles or the properties.

14. Reigate Removals shall not be held liable for any loss arising from delays in the completion of the work however caused. 

15. An overtime rate of £35 per hour per member of staff will be charged after 7 hours of work is complete (this includes travel time). Overtime typically applies from 4 PM onwards. Part hours will be rounded up to the nearest whole hour. 

16. Reigate Removals' staff are not allowed to remove their shoes or any other safety equipment whilst they are working.

17. Reigate Removals are not liable for any damage including staining to any type of flooring, however caused.

18. Our storage week starts on Sunday and ends on Saturday; all part weeks will be rounded up to the nearest whole week.

19. When Reigate Removals are collecting the customers furniture or other items from either the customers own storage (e.g. a garage) or a third-party storage (e.g. a container), the customer must be present in order to inspect the condition of each item prior to transportation. Any damage should be noted immediately to determine liability. When Reigate Removals are delivering a customer’s furniture or other items to either the customers own storage or a third-party storage solution, the customer must be present in order to inspect the condition of each item at the point of delivery. If you (the customer) are not present, we will still move your stored items, however Reigate Removals will not be liable for any loss or damage. The customer is then responsible for ensuring the items are adequately protected from damage or theft whilst in their own or a third-parties storage. Reigate Removals are not liable for any damage caused to any property or theft of any property whilst the property is in the customers / third parties’ storage.

20. The customer will forfeit any right to compensation from Reigate Removals (in respect of any damage, loss, theft or missing items) if you (the customer or the customers representative) enter a storage container (provided and/or managed by Reigate Removals) without a member of Reigate Removals' staff being present or without Reigate Removals' express permission. Reigate Removals will also not be liable for any personal injury that may occur whilst the customer is in the store.

21. Fees for storage and the return removal fee must be settled by the customer in full in advance of the return delivery date. Reigate Removals reserve the right to withhold customers' belongings should payment be withheld; all additional storage costs and removal fees will be charged to the customer.

22. Reigate Removals have the right to enter the storage rooms / containers of any storage account that is more than 3 months in arrears with the intention to sell its contents to recover any debt. All items deemed by Reigate Removals to be saleable will be listed with an online auction site, the proceeds of which will be used to clear the debt. All items deemed by Reigate Removals to be of no commercial value will be disposed of. All fees, taxes, tipping fees and removal costs will be charged to the customer. We reserve the right to take Court action to recover any remaining debt. It is the customer’s responsibility to claim any money left over once the debt has been cleared.

23. Reigate Removals shall not under any circumstances be liable for any loss or damage caused by or resulting from or in connection to fire, flood, civil unrest, war, virus, infection or acts of God etc., and for any unforeseen occurrence including vandalism and burglary etc., however caused.

24. Reigate Removals are not liable for the loss, damage or failure to produce, however caused, any items / goods moved to or from premises where there are members of the public, other workmen, other paid / unpaid labour (that has not been supplied by Reigate Removals) or where there is structural or cosmetic work being carried out or that is being left unattended.

25. By entering this contract, you are confirming to us that the goods are your own property or that you have the authority from the owner of the property to make this contract in respect of the goods. You will be responsible to pay for any claim for damages and or costs against either of the above if this proves to be untrue.

26. A non-refundable / non-transferable deposit is required to confirm a booking. If you postpone or cancel this contract, Reigate Removals may charge according to how much notice you provide prior to the agreed date. More than 7 days: any deposits paid. Between 4 - 7 days: 50% of the total contract price. 3 days: 75% of the total contract price. 1-2 days 90% of the total contract price. Less than 1 day: 100% of the total contract price.

27. Reigate Removals will not be liable for any loss or damage to any item unless you notify us in writing within seven days of the removal date. 

28. All parking fees, fines, congestion charges and toll fees are to be paid by the customer. It is the customers’ responsibility to make sure that there is adequate legal parking for our vehicle(s) and that any permits are in place in advance of our arrival.

29. Any invoice or outstanding debt must be paid in full by the completion of the removal; an additional 20% (of outstanding balance) is chargeable to the customer for any late payments.

30. Repeat /regular customers are deemed to have accepted these terms and conditions even if a new contract has not been signed. 

31. For insured items, the claimant is liable for and must pay the first £250.00 of any claim and any amount exceeding £30,000.00. Reigate Removals' liability for stored items is restricted to a maximum claim of £500 per storage container.

32. These terms and conditions cannot be altered by any member of staff; any attempt to change them will be void.

33. These terms and conditions are subject to the laws of England, which take precedent.