Terms and Conditions

1.1 We prepare the quotation from the information available at the time, which may include a home visit, video survey, photographs, inventory, telephone discussion or written messages.

1.2 Unless stated otherwise, the quotation is valid for 30 days. It covers only the addresses, belongings, access, dates, staffing, vehicles and services described in it.

1.3 You must check the quotation and tell us promptly if anything is missing or incorrect. A change to the volume of belongings, addresses, floors, lifts, parking, carrying distance, timing or services may require a revised quotation.

1.4 A quotation is not a booking confirmation and does not reserve a date. An estimate is an indication rather than a fixed price and will be identified as such.

1.5 Information we give you about the service that is binding under consumer law remains part of the agreement.

2.1 Unless we agree otherwise in writing, a booking is confirmed when you accept the quotation, pay the required deposit and receive written confirmation from us.

2.2 Our standard booking deposit is 50% of the total price unless the quotation states a different amount. The deposit forms part of the total price; it is not an extra fee.

2.3 A possible date discussed before confirmation remains subject to availability. We are not responsible for costs arising from a date being assumed before written confirmation.

2.4 If the move depends on exchange, completion, keys or another third-party event, you remain responsible for confirming the final arrangements with us.

3.1 The quotation will state the price, VAT and total amount payable. VAT is charged at the rate applying when the invoice is issued.

3.2 Unless the quotation states otherwise, the remaining balance is due no later than the day before the booked service. Cleared payment must be received before work begins.

3.3 We may decline to begin, suspend or postpone work if an amount due has not been paid. This does not remove your responsibility for reasonable costs or losses caused by the non-payment.

3.4 Additional work authorised during the job may be invoiced separately and is payable on the date stated on that invoice.

3.5 You must contact us promptly if you believe an invoice is incorrect. Withholding an undisputed amount is not permitted.

4.1 Tell us as early as possible about any change to the date, addresses, belongings, access, parking, stairs, lifts, carrying distance, packing, storage or other requested work.

4.2 We will assess whether the existing quotation and plan remain suitable. We may change the crew, vehicles, timing or price, or explain that the additional work cannot be completed on the booked date.

4.3 Extra belongings or work that requires an additional vehicle journey or van load will be charged separately at the rate confirmed to you. We will seek your authority before carrying out additional chargeable work wherever reasonably possible.

4.4 Removing an item or service does not automatically reduce the price because staff, vehicles and time may already have been reserved. We will consider a reasonable adjustment where the reduction materially changes the work and resources required.

5.1 You must provide safe and reasonable access to every agreed property at the required time. Unless the quotation says otherwise, you are responsible for arranging parking permissions, permits, lift bookings, concierge access and any building requirements.

5.2 Parking charges, tolls, congestion charges, ferry charges and similar job-specific costs are payable where stated in the quotation or reasonably incurred for the work.

5.3 If keys or access are not available when expected, or loading or unloading is delayed for reasons outside our control, reasonable waiting time, storage, additional labour, a return visit or redelivery may be chargeable.

5.4 We will not park illegally or work where the crew reasonably believes access or conditions are unsafe. We will discuss a practical alternative where possible, but additional time or work may be chargeable.

6.1 Tell us in writing as soon as possible if you need to cancel or postpone a booking.

6.2 Some removal bookings involve the transport of goods on a specified date and may fall within an exception to the statutory 14-day cancellation right. Other services or circumstances may be treated differently. Where the law gives you a cancellation right, these terms do not remove it and we will honour it.

6.3 Outside any statutory cancellation right, we may retain or charge only a fair and reasonable amount for costs and losses directly caused by the cancellation or postponement. We will take reasonable steps to reduce our loss, including considering whether the reserved resources can be used for another booking.

6.4 A request to move the booking is subject to availability. We will try to agree a suitable alternative, but costs already incurred and any additional work or loss caused by the change may be chargeable. If no alternative date can be agreed, the request may be treated as a cancellation.

6.5 If we must cancel and cannot agree a suitable alternative, we will refund money paid for services not supplied. This does not affect any further right you may have under law.

7.1 You must provide accurate and complete information about the properties, access, belongings and services required.

7.2 You confirm that you own the goods or have the owner’s authority to move, store, clear or dispose of them. You are responsible for any claim or reasonable cost arising because that authority was not in place.

7.3 Tell us before booking about unusually heavy, large, fragile, valuable or difficult items, including pianos, safes, stone furniture, large artwork, antiques or items requiring specialist handling.

7.4 You are responsible for checking lofts, sheds, garages, cupboards, gardens and other areas before the team leaves. We are not responsible for returning to collect items that were not identified or made available, although we may offer a chargeable return visit.

8.1 Unless packing is included, all belongings must be safely packed, sealed, labelled and ready before loading begins.

8.2 You must disconnect, drain and prepare appliances unless we have expressly agreed to do this. Gas, fixed electrical and plumbing work must be completed by a suitably qualified person.

8.3 Fridges and freezers should be emptied, defrosted and dry. Washing machines and dishwashers should be disconnected and drained. Fuel must be removed from garden machinery and similar equipment.

8.4 Keep children and animals away from loading routes and secure pets before the crew arrives.

8.5 Keep keys, medication, passports, legal documents, payment cards, cash, jewellery and immediate personal essentials with you.

9.1 Where we provide packing, the quotation will state whether this is full packing, fragile packing or selected-item or selected-room support.

9.2 You must identify anything particularly fragile, valuable or requiring special treatment before packing begins.

9.3 Where you pack the goods, use suitable boxes and materials and protect the contents adequately for normal handling and transport. Overloaded, open, damaged or unsafe boxes may be refused or repacked at additional cost with your agreement.

9.4 We will not normally be responsible for damage caused by inadequate customer packing, an inherent defect or the internal condition of a box that we did not pack, except to the extent that our failure to use reasonable care and skill caused or contributed to the loss.

10.1 Unless expressly agreed in writing and legally permitted, do not include:

• cash, negotiable instruments, jewellery, precious metals, important documents or irreplaceable collections;
• illegal, stolen or dangerous goods;
• firearms, ammunition, explosives, fireworks or weapons;
• fuel, gas cylinders, pressurised containers, flammable liquids, chemicals, paint, solvents, asbestos, clinical waste or other hazardous materials;
• animals, live plants requiring specialist conditions or perishable food; or
• anything likely to leak, cause infestation, contaminate other goods or endanger people, property or vehicles.

10.2 If prohibited or dangerous goods are included without our knowledge, we may remove, isolate or arrange lawful disposal of them where reasonably necessary. You will be responsible for reasonable resulting costs, subject to your statutory rights.

10.3 Ask us before the service if you are uncertain about a particular item.

11.1 We will dismantle or reassemble only the items included in the quotation or later agreed in writing.

11.2 Some flat-pack, chipboard, previously altered or weakened furniture may not safely withstand dismantling or reassembly. We will explain any concern we identify, but hidden weakness may not be visible beforehand.

11.3 You must tell us about existing damage, missing fixings or assembly issues. We may decline work that cannot be completed safely or without a significant risk of damage.

11.4 We do not disconnect or reconnect gas installations, fixed electrical wiring or plumbing unless separately agreed and completed by a suitably qualified person.

12.1 You must provide a reasonably safe working environment and tell us about known hazards, including unsafe floors or stairs, asbestos, needles, infestations, aggressive animals or restricted access.

12.2 Our team may stop or refuse work that is illegal, abusive or unsafe. We will explain the concern and, where possible, what would be needed for work to continue.

12.3 Smoking or vaping in vehicles is not permitted. Customers and other contractors must not interfere with vehicle loading, equipment or the crew’s safe system of work.

12.4 Reasonable additional costs caused by undisclosed hazards, preventable delays or a necessary return visit may be charged.

13.1 We will perform the service with reasonable care and skill.

13.2 We maintain insurance appropriate to our removal activities. Cover is subject to the applicable policy terms, limits, conditions and exclusions. Your quotation or supporting documents may give further information relevant to the booked service.

13.3 You must disclose unusually valuable items before booking so that we can confirm whether they can be accepted and whether any special handling or insurance arrangement is required.

13.4 Our insurance does not replace your own household, business or specialist insurance. You should check whether your own policy provides cover during moving or storage.

14.1 We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or another breach of our legal duties.

14.2 We will not normally be responsible to the extent that loss or damage was caused by:

• inadequate packing carried out by you or another person;
• an inherent defect, natural deterioration, leakage, infestation or pre-existing damage;
• normal wear, minor scuffing consistent with the item’s condition or unavoidable deterioration of unstable furniture;
• mechanical, electrical or electronic failure where there is no evidence of external physical damage caused during our work;
• prohibited goods, inaccurate information or your failure to follow reasonable preparation instructions; or
• events outside our reasonable control.

14.3 Any liability limit or valuation condition that applies to a particular service will be stated in the quotation, insurance information or separate written agreement and will apply only where lawful and fair.

14.4 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot legally be excluded.

15.1 Check the property and belongings as soon as reasonably possible after the service.

15.2 Tell us promptly about any missing item, damage or service concern and, where practical, within seven days. Include photographs, a description and any relevant evidence so that we can investigate. A delay in reporting may make the cause or extent of damage harder to establish, but it does not remove a right that the law says you must retain.

15.3 Do not arrange disposal or repair of a disputed item before allowing us or our insurer a reasonable opportunity to inspect it, unless urgent action is reasonably necessary to prevent further loss or danger.

15.4 We may repair, replace, pay compensation or offer another appropriate remedy depending on the circumstances, the law and any applicable insurance terms.

16.1 Storage charges, collection, redelivery, access arrangements and any insurance position will be set out in the quotation or storage documentation. A third-party storage provider’s fair terms may also apply where this is made clear before booking.

16.2 You must not place prohibited, dangerous, perishable, illegal or undeclared high-value goods into storage.

16.3 Storage access is by prior arrangement and may be subject to reasonable notice, identification, staffing and access charges.

16.4 Storage charges remain payable until the agreed collection or redelivery is completed. We may withhold release where lawful amounts remain unpaid.

16.5 If goods are not collected and charges remain unpaid, we may exercise rights available under applicable law, including giving notice before selling or disposing of goods. Any sale or disposal will be handled lawfully and reasonably, with net proceeds applied to the amount owed and reasonable costs.

17.1 You confirm that you own the contents or have authority to instruct their removal, transfer, recycling or disposal.

17.2 Before work starts, clearly separate and identify anything that must remain. Once an item has been lawfully transferred for recycling or disposal, recovery may not be possible.

17.3 We will handle waste under the legal duties that apply to us. Hazardous, specialist or unexpected waste is not included unless expressly agreed and may require a revised price or a specialist contractor.

17.4 Undisclosed asbestos, chemicals, sharps, clinical waste, gas cylinders, fuel, infestations or other hazards may cause work to stop until a safe and lawful plan is agreed.

17.5 Where goods have an agreed resale, donation or offset value, this must be recorded in writing. No value will be assumed unless expressly agreed.

18.1 Moving work can be affected by traffic, road closures, severe weather, vehicle breakdown, accidents, ferry disruption, delayed keys, property-chain delays, building restrictions or other events outside reasonable control.

18.2 We will take reasonable steps to reduce disruption and keep you informed. Arrival times are estimates unless we have expressly guaranteed a time in writing.

18.3 We are not responsible for delay or failure caused by an event outside reasonable control, but this does not remove our duty to act with reasonable care or any right that cannot be excluded.

18.4 Additional time, storage, accommodation of goods, a return visit or redelivery required because of circumstances at the customer’s property or within the customer’s chain may be chargeable.

19.1 We may use suitably selected employees, workers, subcontractors, specialist carriers or storage providers to perform part of the agreed service.

19.2 We remain responsible for the parts of the service that the law and our contract require us to provide. A separately contracted third-party service may also be subject to that provider’s terms where these were disclosed before booking.

19.3 You must not instruct another contractor in a way that obstructs or creates an unsafe conflict with our work.

20.1 Please raise a concern as soon as possible so that we have a fair opportunity to investigate and put matters right.

20.2 Contact us at info@forestremovals.co.uk, call 01524 928821 or write to Forest Removals Limited, 79 Lansdown Hill, Fulwood, Preston, England, PR2 3UX.

20.3 We may ask for the quotation number, dates, photographs, receipts or other information reasonably needed to investigate.

20.4 We will aim to acknowledge the complaint promptly and provide a considered response after reviewing the available evidence.

21.1 We use personal information to prepare quotations, manage bookings, provide services, take payment, keep records, handle claims and meet legal obligations.

21.2 Our privacy policy explains the information we collect, our lawful bases, who we may share it with, how long we keep it and your data-protection rights.

22.1 If one part of these terms is found unlawful or unenforceable, the remaining parts will continue to apply.

22.2 A delay in enforcing a term does not mean that either party has permanently given up the right to enforce it.

22.3 No person other than you and Forest Removals Limited has a right to enforce this agreement, except where a right is expressly given by law.

22.4 These terms and the agreement are governed by the law of England and Wales. If you are a consumer living elsewhere in the United Kingdom, any mandatory rights you have under the law or courts of your home jurisdiction are not affected.

22.5 We will provide services with reasonable care and skill as required by the Consumer Rights Act 2015. Nothing in these terms restricts a statutory right that cannot lawfully be restricted.