Terms & Conditions

Reigate Removals is a trading name of Dorking Removals Ltd. 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. Where we use the words "you" or "your", they mean the customer. "We", "us" or "our" means Reigate Removals (a trading name of Dorking Removals Ltd).

Reigate Removals provides 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 us. Any interruption, delay or postponement may increase the cost to the customer.

We recommend that, before entering into any contract or agreement, customers obtain an estimate based on either:

• an in-person assessment of the property and items to be moved; or
• completion of our online estimator form,

rather than requesting a removal or storage service based solely on vehicle size or storage volume.

A non-refundable and non-transferable deposit is required to confirm a booking.

If you postpone or cancel this contract, Reigate Removals may charge according to the notice provided before the agreed removal date:

• More than 7 days: Deposit only
• 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

All parking fees, fines, congestion charges and toll fees are payable by the customer. It is the customer's responsibility to ensure that adequate legal parking is available for our vehicle(s) and that any required permits are in place before our arrival.

An overtime rate of £35 per hour per member of staff will be charged after 7 hours of work have been completed (including travel time). Overtime typically applies from 4:00pm onwards. Part hours will be rounded up to the nearest whole hour.

When customers choose to pack their own items, all goods must be properly prepared in accordance with these Terms and Conditions. Items not packed in accordance with these Terms and Conditions are moved at the owner's risk.

a) It is the customer's responsibility to adequately prepare and stabilise all appliances, electronic equipment and similar items before removal. It is also the customer's responsibility to empty, properly defrost and clean refrigerators and freezers.

We are not responsible for appliance contents or for any damage caused by leaking water, oil or similar substances.

b) It is the customer's responsibility to ensure that all appliances have been disconnected from gas, electricity and water supplies before our arrival.

c) Fragile items, including vases, lamps, jugs, urns, crockery, bottles, china, glassware, ceramics, pictures, paintings, photographs, televisions and monitors, must be wrapped in bubble wrap and boxed before our arrival.

d) Items requiring dismantling should be dismantled and packed ready for removal before our arrival.

e) All other items should be boxed and ready for removal before our arrival. No single box should exceed 25kg.

f) All boxes should be sealed with tape and taped flat on the top and bottom. Box flaps should not be folded or interlocked.

Reigate Removals offers a packing service. Our basic packing service includes the packing of most standard household items.

Certain items requiring specialist protection to be covered under our insurance arrangements, such as televisions and paintings, may incur an additional charge. If such items are not packed to the required standard, they may not be insured, and we may not be liable for related damage. We also offer a premium packing service which packs most items to an insured standard. Unless otherwise agreed in writing before the removal date, the basic packing service will be provided.

Whichever packing option is chosen, the following applies:

a) Flat-pack furniture is moved at the owner's risk. Reigate Removals will not be liable for damage arising solely from the item's inherent construction, age, condition or instability.

b) Pianos are moved entirely at the owner's risk unless otherwise agreed in writing before the removal.

c) We are not liable for items left inside drawers, wardrobes or similar furniture.

d) We do not transport cash or jewellery. Customers must transport such items themselves. We will not be liable for any loss of cash or jewellery.

e) We are not liable for loss of or damage to items that are particularly fragile, prone to breaking, already damaged or showing signs of distress before removal.

f) For insurance purposes, all items valued at more than £1,000 must be declared to us in writing before the removal takes place.

g) Our staff may refuse to move any item that cannot be moved safely or that presents a risk of injury or property damage because of its size, weight, dimensions or access requirements.

h) Our staff are not permitted to work above head height. Customers remain responsible for removing items stored above head height.

i) We are not liable for damage arising from the inherent weakness, age or condition of an item during dismantling, lifting or normal removal activities.

j) It is the customer's responsibility to ensure that all items intended for removal are included and that no items are removed by mistake.

The customer must not submit for removal, packing or storage:

• dangerous, explosive, flammable or damaging substances;
• goods that may attract vermin or pests;
• prohibited, stolen or illegal goods;
• money, jewellery, precious stones, watches, deeds, securities, stamps or coins;
• perishable items;
• animals, birds or fish;
• gas cylinders, paints, aerosols, firearms or ammunition;
• goods requiring special licences or government approval.

This list is not exhaustive. We reserve the right to refuse any item that we reasonably consider dangerous, illegal or likely to cause damage. Any charges, losses, expenses, legal costs or penalties arising from the submission of such items will be the customer's responsibility.

Suitable and safe access must be available to our vehicles and staff. Roads, driveways and pathways must permit loading and unloading within 20 metres of the entrance. Unless agreed in writing, we do not collect or deliver goods above the second floor. For health and safety reasons, our staff are not permitted to enter lofts or cellars.

All work must be capable of being carried out safely through existing staircases, lifts and doorways without structural alterations or specialist lifting equipment. It is the customer's responsibility to ensure that their goods will fit into the destination property. We are not liable for damage caused while attempting to manoeuvre items through inadequate doorways, hallways or access points. We are not liable for any resulting relocation and/or storage costs.

It is the customer's responsibility to ensure that all properties are structurally safe before our arrival.

We are not liable for costs arising where a removal cannot be completed due to safety concerns.

a) Properties must have safe flooring, staircases, ceilings and other structural elements.

b) Where access is unsafe, we may deliver to an alternative address within five miles of the original destination, subject to availability and practicality.

c) The customer will remain liable for the full agreed removal charge irrespective of whether the removal can proceed or be completed due to safety concerns.

Our staff are not permitted to remove shoes or other required safety equipment while carrying out their duties.

We are not liable for damage to or loss of items packed or unpacked by the customer or third parties where such damage or loss arises from the packing, unpacking, condition or preparation of those items.

Customers are expected to be present throughout loading and unloading. While reasonable measures will be taken to protect goods, we are not responsible for theft by third parties occurring in circumstances beyond our reasonable control.

We shall not be liable for delays caused by circumstances beyond our reasonable control.

We are not liable for minor scuffing, marks or wear reasonably incidental to the removal process.

We shall not be liable for loss, damage or delay arising from circumstances beyond our reasonable control, including fire, flood, severe weather, war, civil unrest, vandalism, burglary, epidemic, pandemic, government action or similar events.

Where goods are moved to or from premises containing members of the public, contractors, tradespersons or third parties not supplied by us, or where building works are taking place, we shall not be responsible for loss or damage caused by those third parties or circumstances beyond our reasonable control.

Customers should inspect their goods as soon as reasonably practicable following completion of the removal. Any claim for loss or damage should be notified to us in writing promptly upon discovery and, wherever reasonably possible, within seven days.

For insured items, the customer is responsible for the £250 administration fee for any claim and any amount exceeding £30,000. Liability for stored goods is limited to £1 per cubic foot unless otherwise agreed in writing.

Our storage week runs from Sunday to Saturday. Part weeks will be charged as full weeks.

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. to), the customer must be present 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 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.

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.

Storage fees and return delivery charges must be paid in full before the return delivery date. We reserve the right to withhold goods until payment has been received.

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.

By entering into this contract, the customer confirms that the goods belong to them or that they are authorised by the owner to enter into this contract. The customer shall indemnify us for any claims, losses, damages and/or costs arising from any breach of this warranty.

Repeat or regular customers shall be deemed to have accepted the current Terms and Conditions applicable at the time of booking.

These Terms and Conditions may only be amended by written agreement from a director or authorised representative of Dorking Removals Ltd.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded under English law.

Nothing in these Terms and Conditions affects the customer's statutory rights.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.