Terms & Conditions
Please take the time to read and understand our Terms & Conditions.
Introduction
These conditions explain the rights, obligations, and responsibilities of all parties to this Agreement.
Throughout these Terms & Conditions:
- "You" and "Your" refer to the Customer.
- "We", "Us", and "Our" refer to the Remover.
These Terms & Conditions may only be varied or amended by prior written agreement.
Your attention is particularly drawn to Sections 4, 9, 10, 11 and 12, which set out our liability for loss of or damage to goods and property.
Falmouth Removals Ltd trading as Diamond Removals.
1. Quotation
1.1 We are a VAT-registered company. The standard VAT rate of 20% is applied to our prices and detailed within the removal quotation.
2. Amendments
2.1 We reserve the right to amend the quoted price to account for circumstances that were not known when the quotation was prepared.
This may include:
- Additional services requested after the quotation has been issued.
- Additional goods requiring removal or storage.
- Parking charges or Clean Air Zone charges.
- Delays or events beyond our control that increase costs or resources required.
- A late key charge of £50 per hour for waiting on key exchange after 2:00pm.
2.2 Our quotation does not constitute a contract.
A contract is formed once you have reviewed our quotation and Terms & Conditions and instruct us to proceed with the removal on an agreed date.
3. Additional Work
Unless agreed in writing, the following services are not included within the quotation:
3.1
Dismantling or assembly of furniture, including flat-pack items.
3.2
Disconnecting, reconnecting, dismantling, or reassembling appliances, fixtures, fittings, or equipment.
3.3
Removal of fitted floor coverings.
3.4
Moving items which our staff reasonably believe cannot be moved safely due to their size, weight, condition, or location.
3.5
You are advised to arrange any such work separately where required.
3.6
Where dismantling and reassembly services have been requested and paid for, we will take every reasonable care. However, as we are working with previously assembled furniture, we cannot be held liable for damage unless negligence can be demonstrated.
4. Your Responsibilities
You agree to:
4.1
Obtain all permissions, licences, permits, consents, and customs documentation required for the removal.
4.2
Be present, or have an authorised representative present, during collection and delivery.
4.3
Prepare and stabilise all appliances prior to removal.
4.4
Take reasonable precautions to prevent the accidental removal of goods that do not belong to you.
4.5
Provide suitable protection for goods left unattended or in unoccupied premises.
4.6
If packing your own belongings, ensure all packing is completed before the removal begins. Any delays caused by incomplete packing may incur additional charges.
4.7
Empty, defrost, and clean refrigerators and freezers.
4.8
Provide up-to-date contact details throughout the removal and delivery process.
4.9
We will not be liable for loss, damage, costs, or additional expenses arising from your failure to fulfil these obligations unless caused by our negligence or breach of contract.
5. Ownership of Goods
5.1
You confirm that the goods being removed are your property, or that you have the authority of the owner to enter into this agreement.
5.2
You agree to indemnify us against any claims arising from a breach of this section.
6. Excluded Goods
Unless previously agreed in writing by a Director, we will not remove the following items:
6.1
Prohibited, stolen, dangerous, explosive, or illegal goods including:
- Drugs
- Pornographic material
- Aerosols
- Paints
- Firearms and ammunition
- Gas cylinders
- Oils, fuels, and bulk liquids
- Cleaning chemicals
6.2
Valuable items including:
- Jewellery
- Watches
- Precious metals
- Precious stones
- Money
- Securities
- Stamps
- Coins
- Collections
6.3
Goods likely to attract vermin or cause contamination.
6.4
Perishable goods, refrigerated or frozen food and drink.
6.5
Animals, birds, fish, or livestock.
6.6
Goods requiring licences, permits, or government approval for transportation.
6.7
If excluded goods are submitted without our knowledge, we reserve the right to remove, store, or dispose of them at your expense.
6.8
We accept no liability for garden furniture, plant pots, or plants due to weathering and deterioration that may make such items fragile or unstable.
7. Postponement
7.1
If key exchange does not take place after your goods have been loaded, full payment remains due.
7.2
You must arrange alternative storage or delivery at your own expense. Re-delivery will be organised and charged at the same rate as the original move.
8. Payment
8.1
Payment in full is due on the day of the removal following unloading.
8.2
Cash payments will only be accepted where agreed in advance with management and must be made before unloading begins.
8.3
You must not withhold any part of the agreed payment.
8.4
We reserve the right to charge interest on overdue amounts.
8.5
Payment terms may only be varied by prior written agreement.
9. Our Liability for Loss or Damage
9.1
We do not provide compensation on a "new for old" basis.
9.2
We are not liable where damage results from moving goods against our advice at your request.
9.3
Any damage to goods or property must be reported within 24 hours.
9.4
We are not liable for damage to flat-pack furniture moved in its assembled state.
10. Excluded Risks
We are not liable for:
10.1
Water leaks or flooding caused by appliances.
10.2
Electrical or mechanical faults unless directly caused by physical damage.
10.3
Damage to goods packed by you unless caused by our negligence.
10.4
Missing items where no inventory has been supplied and agreed beforehand.
10.5
Damage occurring before collection.
10.6
Loss or damage to jewellery, money, securities, coins, stamps, or similar valuables.
10.7
Wear and tear, deterioration, warping, shrinkage, moths, or vermin.
10.8
Consequential losses.
10.9
Damage to food, plants, brittle items, or goods with inherent defects.
10.10
Prohibited, dangerous, explosive, or illegal goods.
10.11
Animals, pets, birds, fish, cages, or tanks.
10.12
Unexplained disappearance of items where no inventory exists.
10.13
Personal liability of our employees.
10.14
Claims where the declared value of goods is less than their actual value.
10.15
Depreciation in value following repairs.
10.16
The loss of part of a pair or set beyond the value of the individual item concerned.
10.17
Any injury or accident arising from your participation in the removal process.
11. Delays in Transit
Unless specifically agreed otherwise, all collection and delivery times are estimates only.
12. Time Limit for Claims
12.1
Any loss or damage must be reported within 24 hours of collection or delivery.
12.2
Failure to notify us within this period may invalidate any claim.
13. Withholding or Disposal of Goods
13.1
We reserve the right to retain and/or dispose of goods until all charges due under this or any other agreement have been paid.
14. Applicable Law
These Terms & Conditions are governed by the laws of England and Wales.
15. Whole Agreement
These Terms & Conditions, together with our quotation, form the entire agreement between both parties.
Any prior discussions, correspondence, or representations are excluded unless confirmed in writing.
16. Termination
16.1
If your goods are in storage and you wish to terminate this agreement, you must provide a minimum of 10 working days' written notice.
16.2
Storage charges will remain payable until the goods are released to you.
Last Updated: June 2026