Norway Removals UK Service Terms and Conditions

These Terms and Conditions set out the basis on which Norway Removals provides removal, relocation, packing, storage and associated services in the United Kingdom and for moves to and from international destinations. By booking or using our services, you agree to be bound by these Terms and Conditions.

References to we, us or our mean Norway Removals. References to you or your mean the customer who books or uses our services. These terms apply to consumer and business customers, except where stated otherwise.

1. Scope of Services

1.1 We provide domestic and commercial removal services, including loading, transporting and unloading of goods, and where agreed, packing, unpacking, disassembly and reassembly of furniture, storage, and related services.

1.2 Our quotation and any subsequent booking confirmation will describe the services we agree to provide, the addresses involved, any agreed dates or windows for service, and any specific limitations or exclusions.

1.3 We reserve the right to refuse to move items which in our reasonable opinion may create a risk to health and safety, cause damage, or breach any law or regulation. This includes hazardous materials, unlawful items, perishable goods, and items which are inadequately packed or structurally unsafe.

2. Quotations and Estimates

2.1 Any quotation we provide is based on the information you give us, including property access, volume and nature of goods, distance, and required services. It is your responsibility to ensure that information is accurate and complete.

2.2 Unless stated otherwise, quotations are not binding offers and may be subject to change if your requirements alter, if additional services are requested, or if material information was omitted or incorrect at the time of quotation.

2.3 Quotations generally exclude customs duties, port charges, parking fees, tolls, congestion charges, ferry charges, third party storage charges, specialist lifting equipment, and disposal fees, unless explicitly stated.

2.4 We may carry out a survey in person or remotely to assess access, volume and specific requirements. Any quotation remains subject to the outcome of such a survey.

3. Booking Process

3.1 A booking is only confirmed when you have accepted our written quotation, agreed to these Terms and Conditions, and paid any required deposit or prepayment. Verbal arrangements are not binding unless confirmed in writing by us.

3.2 You must provide accurate contact details, full collection and delivery addresses, preferred dates, and any relevant access details such as parking restrictions, lift availability or narrow staircases.

3.3 If your move involves property with restricted access, shared entrances, loading bays, or time-limited access, you must notify us at the time of booking so that we can plan accordingly.

3.4 We may require proof of identity and, in the case of business customers, proof that the person placing the booking is authorised to act on behalf of the business.

4. Customer Responsibilities

4.1 You are responsible for ensuring that:

a. All goods to be moved are properly packed, unless packing services are included in our quotation.

b. Items of high value, fragile items and items requiring special handling are clearly identified to our team before work begins.

c. All goods to be moved are at the address stated, ready for collection at the agreed time, and that you or a trusted representative is present to oversee the move and sign the inventory or job sheet.

d. All necessary permits for parking or access are obtained where these are your responsibility under local rules or property management policies.

4.2 You must disconnect, defrost and drain appliances before they are moved, unless we have specifically agreed to provide this as an additional service.

4.3 You must remove, secure or make safe any fixtures, fittings or other items that could present a hazard during the move.

4.4 You must not include in your goods any restricted or prohibited items such as firearms, explosives, flammable or chemical substances, illegal drugs, live animals, plants requiring special permits, or any item which is prohibited by law or regulation in the relevant jurisdictions.

5. Access and Parking

5.1 It is your responsibility to ensure that suitable and legal parking is available for our vehicles at both collection and delivery addresses. Any parking fees or fines incurred due to inadequate information or arrangements may be charged to you.

5.2 If we are unable to access the property or park within a reasonable distance due to restrictions not disclosed at the time of booking, we may need to adjust our charges to reflect additional time, walking distances, use of shuttle vehicles, or delays.

5.3 Where access is particularly narrow, involves many stairs, or where an item cannot reasonably be moved through existing access routes without risk of damage, we are not obliged to force the item through. We may refuse to move a particular item or may agree an alternative arrangement at additional cost.

6. Payments and Charges

6.1 Our quotation will state the basis of our charges, which may be a fixed price or a rate based on time, distance, volume or a combination of these.

6.2 Unless otherwise agreed, a deposit is payable at the time of booking, with the balance due before or on the day of the move, prior to commencement of work. For international moves or storage, full payment may be required in advance.

6.3 We accept payments by the methods stated in our quotation or booking confirmation. You are responsible for ensuring that payments reach us in cleared funds by the due date.

6.4 If payment is not received when due, we may refuse to commence or continue the move, with any resulting delay or cancellation treated in accordance with these Terms and Conditions.

6.5 We reserve the right to charge interest on late payments in accordance with applicable UK law.

7. Cancellations and Postponements

7.1 You may cancel or postpone your booking by giving us written notice. The following charges may apply, unless otherwise required by law or explicitly varied in our quotation:

a. More than 14 days before the agreed move date: no cancellation fee, and any deposit may be refunded or transferred to a new date by agreement.

b. Between 7 and 14 days before the agreed move date: up to 30 percent of the quoted price may be charged.

c. Between 3 and 6 days before the agreed move date: up to 50 percent of the quoted price may be charged.

d. Less than 3 days before the agreed move date or on the day of the move: up to 100 percent of the quoted price may be charged.

7.2 If we arrive on site and are unable to carry out the work due to reasons beyond our control, including lack of access, your failure to be present or ready, or failure to pay the balance due, this may be treated as a same-day cancellation.

7.3 We may cancel or postpone the move due to events beyond our reasonable control, such as extreme weather, accidents, road closures, strikes, or serious staff illness. In such circumstances, we will aim to offer an alternative date or refund any payments for services not provided. We shall not be liable for indirect or consequential losses arising from such postponement or cancellation.

8. Insurance and Liability

8.1 We will take reasonable care to protect your goods during the removal process. However, you are encouraged to ensure that your goods are adequately insured against loss or damage during transit and handling, whether through our own cover or your own policy.

8.2 Our liability for loss or damage to goods is limited to a reasonable amount per item or per consignment, in line with industry practice and any limitations stated in our quotation. We do not accept liability for loss of value, loss of profit, or purely financial loss not directly related to physical damage or loss of goods.

8.3 We are not liable for loss or damage arising from:

a. Inadequate or improper packing by you or a third party, where we did not provide the packing service.

b. Normal wear and tear, superficial marks or scratches, or pre-existing damage.

c. Movement of items where you have instructed us to proceed despite our advice that it may be unsafe or may cause damage.

d. Deterioration of perishable items, or problems caused by changes in temperature or humidity.

e. Loss or damage to items of sentimental, special or exceptional value which were not declared to us in writing prior to the move.

8.4 We are not liable for delays caused by factors beyond our reasonable control, including but not limited to traffic conditions, border checks, customs inspections, weather, or actions of third parties.

8.5 You must notify us in writing of any loss or damage as soon as reasonably possible and in any event within seven days of delivery. We may request evidence, such as photographs and proof of value, and an opportunity to inspect the damage.

9. Excluded and Special Items

9.1 Unless expressly agreed in writing, we do not accept responsibility for the movement of:

a. Jewellery, watches, precious metals and stones.

b. Cash, credit cards, financial documents and securities.

c. Important personal documents such as passports, title deeds and certificates.

d. Antiques, fine art, collections or items of exceptional value exceeding the limits stated in our quotation.

9.2 If we expressly agree to move such items, special conditions or additional charges may apply, and you may be required to arrange specific insurance.

10. Waste Regulations and Disposal

10.1 We comply with relevant UK waste and environmental regulations when removing and disposing of unwanted items. We are not a general waste collection service and will only remove items for disposal where this has been agreed in advance.

10.2 You must not present for removal any waste or items for disposal that are hazardous, restricted or require specialist treatment, such as chemicals, asbestos, gas cylinders, flammable liquids, medical waste or electrical items requiring specific recycling processes, unless we have explicitly agreed and are authorised to do so.

10.3 Where we agree to remove items for disposal or recycling, additional charges will apply based on volume, type of item and disposal costs. We will seek to dispose of waste responsibly and in accordance with applicable regulations.

10.4 We are not responsible for items left behind at the collection address unless they are specifically listed on our agreed inventory or job sheet. You are responsible for ensuring that only items you wish to keep are handed to us and that any waste left on site complies with local regulations.

11. Storage Services

11.1 Where we provide storage, either directly or via a third party, we will store your goods with reasonable care. Storage charges will apply as set out in our quotation.

11.2 You must not store with us any items that are perishable, hazardous, illegal, or otherwise unsuitable for storage. We may refuse to store or may remove and appropriately dispose of such items, charging you any associated costs.

11.3 Storage charges are usually payable in advance. If you fall into arrears, we may exercise a lien over the stored goods, meaning we may retain them until all sums owed are paid.

11.4 If charges remain unpaid for a prolonged period, we may, after giving you reasonable notice, sell or otherwise dispose of some or all of the stored items in order to recover outstanding amounts, applying any surplus to you where required by law.

12. Complaints and Dispute Resolution

12.1 If you are unhappy with any aspect of our service, you should raise the issue with our team as soon as possible so that we have an opportunity to address it.

12.2 Formal complaints should be made in writing, providing full details of the issue, relevant dates, locations, and any supporting evidence. We will investigate and respond within a reasonable time.

12.3 We aim to resolve disputes amicably wherever possible. If a dispute cannot be resolved directly, you may have the right to refer the matter to an appropriate alternative dispute resolution body or to the courts, as permitted by law.

13. Data Protection and Privacy

13.1 We will collect and process personal data in connection with your booking and the provision of our services. This may include your contact details, addresses, payment information and details of the services provided.

13.2 We will handle personal data in accordance with applicable data protection laws in the United Kingdom and with our privacy practices. We will only use your data for legitimate business purposes, such as managing your booking, processing payments, and complying with legal obligations.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or with our services shall be governed by and construed in accordance with the laws of England and Wales.

14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or our services, except that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

15.2 Our failure or delay in enforcing any right or provision shall not constitute a waiver of such right or provision.

15.3 We may update these Terms and Conditions from time to time. The version in force at the time you make your booking will apply to your contract with us, unless a change is required by law or is made with your consent.

15.4 These Terms and Conditions, together with our quotation and booking confirmation, constitute the entire agreement between you and us relating to the services provided, and supersede any prior discussions, correspondence or understandings.