White Glove Surrey Ltd.

Introduction

These conditions explain the rights, obligations, and responsibilities of all parties to this Agreement. Where we use the word “you” or “your” it means the Customer; “we”, “us” or “our” means White Glove Surrey Ltd. (the Remover).

These terms and conditions may be varied or amended subject to prior written agreement. Your attention is drawn in particular to Clauses 4, 9, 10, 11 and 12 which set out our liability to you for loss of or damage to goods and property.

Nothing in these Terms excludes or limits your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

1. Our Quotation

1.1 Our quotation, unless otherwise stated, does not include customs duties and inspections or any other fees or taxes payable to government bodies. It does include us accepting liability for your goods, subject to clauses 2.2, 3.2, 5.2, 5.3 and Clauses 4, 9, 10, 11 and 12.

1.2 We may change the price or make additional charges if circumstances apply which were not taken into account when preparing our quotation and confirmed by us in writing. These include:

1.2.1 If you do not accept our quotation in writing within 28 days, or the work is not carried out within three months.
1.2.2 Costs change due to currency fluctuations, taxation or freight charges beyond our control.
1.2.3 Work carried out on weekends, Public Holidays or outside normal hours (08:00–18:00) at your request.
1.2.4 Collection/delivery above ground or first floor.
1.2.5 If goods are collected from our warehouse.
1.2.6 Additional services or extra goods.
1.2.7 Access difficulties requiring mechanical equipment or structural alteration.
1.2.8 Parking or access charges.
1.2.9 Delays beyond our control.
1.2.10 Written agreement to increase liability limits.

Adjusted charges become payable.

2. Work Not Included in the Quotation

Unless agreed in writing, we will not:

Dismantle or assemble flat-pack furniture
Disconnect or reconnect appliances
Lift fitted flooring
Move unsafe loft goods
Move excluded goods (Clause 5)

We recommend hiring qualified specialists where required.

3. Your Responsibility

You agree to:

Declare the value of goods
Obtain permits / customs docs
Be present at collection/delivery
Sign inventories
Ensure nothing left behind
Protect unattended premises
Prepare appliances
Defrost fridges/freezers
Provide contact address

Failure may result in additional costs or loss liability exclusion unless caused by our negligence.

4. Our Responsibility

We will deliver goods undamaged — meaning in the same condition as packed or received.

Where we pack goods, responsibility begins at packing.

Liability applies subject to Clauses 9, 11 and 12.

If no valuation is declared, liability may be limited.

5. Goods Not Accepted for Removal or Storage

Unless agreed in writing, we will not move/store:

Hazardous or explosive materials
Drugs / illegal goods
Firearms / ammunition
Jewellery / money / securities
Perishables
Animals
Infestation-risk goods
Licensed export goods

If submitted without disclosure, we may dispose of them and recover costs.

6. Ownership of Goods

You confirm goods are yours or you have authority.
You indemnify us against third-party claims.

7. Cancellation / Postponement

Notice charges:

10 working days → No charge
5–10 days → up to 30%
<5 days → up to 60%

Overtime

After 17:00 → £30 per mover / hour.

8. Payment

Payment in cleared funds in advance
No withholding
Interest: 4% above Bank of England base rate

9. Liability for Loss or Damage

Standard Liability

Max: £50,000
Repair or replacement value.

Limited Liability

£40 per item if no valuation declared.

International Moves

Valuation required.
No liability for customs seizure unless negligent.

Definition of Item includes box contents.

10. Damage to Premises

Liability limited to repair of damaged area.

No liability if moving against our advice.

Damage must be noted at delivery.

11. Exclusions of Liability

Unless negligent, we are not liable for:

War / terrorism
Natural disasters
Radiation / cyber attack
Wear & tear
Infestation / mould
Climate effects
Owner-packed fragile items
Mechanical faults without external damage
Vehicle scratches without condition report

12. Claims Time Limits

Visible damage → at delivery
Hidden damage → within 7 days
Written notice required

13. Transit Delays

Not liable unless negligent.

14. Lien (Right to Hold Goods)

We may retain goods until all charges are paid.

Storage fees continue to apply.

15. Disputes

May be referred to arbitration via the Chartered Institute of Arbitrators or UK Courts.

16. Sub-Contracting

We may subcontract work; terms still apply.

17. Route & Method

We choose transport method and may share vehicle capacity.

18. International Advice

Information provided in good faith; customer must verify import/export rules.

19. Applicable Law

This contract is governed by the laws of England and Wales.

20. Forwarding Address

You must provide/update correspondence address for stored goods.

21. Inventory Acceptance

Inventory deemed correct unless disputed within 10 days.

22. Storage Charge Revisions

3 months written notice of increases.

23. Right to Sell Goods

If unpaid after notice, we may sell goods to recover debt.

24. Termination

3 months notice (company).
10 working days notice (customer).

Terms and Conditions

Company Information