Terms and Conditions

Effective Date: 02/26/2026

These Terms and Conditions outline the agreement between Northway Removal & Storage (“we”, “us”, “our”) and you, the customer (“you”, “your”). By accepting our quotation and booking our removals, storage, packing, or related services, you agree to the terms below.

1. Definitions

Company refers to Northway Removal & Storage.
Customer refers to the individual or organisation booking our services.
Goods means all items we agree to remove, transport, handle, or store on your behalf.

2. Quotations

All quotations are based on the information you provide at the time of enquiry or survey.

All prices include VAT where applicable.
Quotations do not include parking suspensions, permits, customs duties, congestion charges, or third-party fees unless clearly stated.
Quotes are valid for 30 days unless agreed otherwise in writing.

We reserve the right to adjust charges if:

Additional items are added that were not declared.
Access at collection or delivery is restricted or unsuitable.
Extra services are requested (packing, dismantling, storage, etc.).
Work continues beyond 6:00pm (additional hourly charges may apply).
Keys or property access are delayed.
Unexpected parking or access fees are incurred.

Any additional costs will be discussed with you before proceeding wherever possible.

3. Services Not Included

Unless agreed in writing, we do not:

Disconnect or reconnect appliances.
Remove fitted carpets or flooring.
Dismantle structural fixtures.
Clear snow, ice, or obstacles from driveways or access areas.
Move items considered unsafe or too heavy without specialist equipment.

4. Prohibited Items

For safety and legal reasons, we do not transport or store:

Flammable or hazardous substances (gas bottles, fuels, chemicals, fireworks).
Firearms, ammunition, or explosives.
Illegal or stolen goods.
Perishable food items.
Animals, pets, fish, or livestock.
Plants.
Controlled or prohibited substances.

If such items are included without our prior written agreement, we accept no liability and reserve the right to refuse removal. You agree to indemnify us against any claims, damages, or penalties arising from undeclared prohibited goods.

5. Customer Responsibilities

You agree to:

Provide accurate details about the volume of goods and access conditions.
Declare any single item valued over £500.
Ensure items you pack yourself are properly protected (self-packed items are not covered unless negligence is proven).
Defrost fridges and freezers at least 24 hours before removal.
Be present (or appoint a representative) at collection and delivery.
Arrange parking permits where required.
Ensure all belongings are removed from cupboards, lofts, garages, and vehicles.
Provide up-to-date contact details during transit or storage.

Failure to meet these responsibilities may limit our liability.

6. Ownership of Goods

By booking our services, you confirm that:

You are the legal owner of the Goods; or
You have full authority from the owner to enter into this agreement.

You accept responsibility for any claims arising if this declaration is incorrect.

7. Payment Terms

Payment Terms & Additional Charges
To secure your booking, an agreed deposit may be required within 24 hours of accepting our quotation. The remaining balance must be paid in full before unloading or delivery at the new destination unless otherwise agreed in writing.
Waiting Charges
If our removal team is required to wait longer than 30 minutes due to delays outside our control (including delayed key release, access issues, or customer readiness), a waiting charge of £70.00 per hour per removal truck will apply.
Late Working Charges
Unless previously agreed in writing, the following additional charges apply:
- After 5:00pm Monday to Friday: £23.00 per person, per hour
- After 5:00pm on Saturdays, Sundays, and Bank Holidays: £45.00 per person, per hour
These charges apply to work that continues beyond standard operating hours.
Failure to comply with payment terms may result in delays to delivery, suspension of services, or additional administrative fees.

8. Cancellations & Postponements

Date changes made more than 48 hours before the scheduled move may not incur charges.
Cancellations within 48 hours may result in partial or full loss of deposit.
Proof of property sale or purchase failure may be required for deposit refunds.
Deposits may be non-refundable for cancellations unrelated to property chain issues.

9. Liability for Loss or Damage

We handle your belongings with care and professionalism.

If we are proven legally liable for loss or damage, our maximum liability is £50,000 per vehicle, unless additional cover has been agreed in writing.

We may choose to repair or replace damaged items. We are not responsible for depreciation after repair.

We are not liable for:

Normal wear and tear or minor surface marks.
Electrical or mechanical faults without visible external damage.
Goods packed by the customer.
Items left inside furniture, wardrobes, or appliances.
Damage caused by fire, infestation, natural deterioration, or events beyond our control.

If you require a pre-move condition report for high-value items, this must be requested in advance and may incur a fee.

10. Damage to Property

We are only responsible for damage to premises where negligence is proven.

Any property damage must be reported within 24 hours in writing.

11. Claims Procedure

Any loss or damage must be reported on the day of the move or within 7 days in writing.
Claims submitted after 7 days may not be accepted.
Supporting evidence may be required for insurance purposes.

12. Delays & Force Majeure

Arrival times are estimates unless agreed in writing.

We are not liable for delays caused by:

Traffic congestion
Severe weather
Vehicle breakdowns
Accidents
Government restrictions
Events beyond our reasonable control

If delivery cannot be completed, goods may be placed into storage at your expense.

13. Storage Terms

Storage charges must be paid as agreed.
We may retain goods until outstanding fees are cleared.
If fees remain unpaid, we reserve the right to dispose of goods lawfully in accordance with UK regulations.

14. Subcontracting

We reserve the right to subcontract part or all of the services. These Terms and Conditions will still apply in full.

15. Disputes

If you are dissatisfied with our service, please contact us in writing. We aim to respond within 5 working days and resolve matters fairly and professionally.

16. Entire Agreement

These Terms and Conditions, together with our quotation, form the entire agreement between both parties. Any changes must be confirmed in writing.

17. Governing Law

This agreement is governed by the laws of England and Wales (or Scotland where applicable). Any disputes will be subject to the jurisdiction of the relevant courts.