Terms and conditions

1. Who you are contracting with

Nabosh Removals is a trading name of Nabosh Logistics Ltd, a company registered in England and Wales with company number 16111028, which holds waste carrier registration CBDU574812 with the Environment Agency. In these terms, “we”, “us” and “our” mean that company, and “you” means the person or business named on the booking confirmation.

We work across the North East from a base in County Durham, and take long-distance moves anywhere in mainland Britain. Our lines are open 6am to 10pm, seven days a week.

These terms apply to every booking. They sit alongside the answers on our FAQ page, which cover the same ground in plainer language. Read the FAQs

2. Quotes and what your price is based on

A quote is built entirely from what you tell us: the items being moved, both addresses, the property types and floors, the access at each end, and the date. We do not visit before quoting on a standard move, which is what makes an immediate price possible — and it is also why the accuracy of your answers matters.

Quotes are given as a fixed price or an hourly rate, and you choose which applies to your move.

Fixed price — the day is yours, the crew takes no other job, and the price does not move — including if your keys arrive hours late. There is no waiting charge on a fixed-price booking.

Hourly — a two-hour minimum applies, waiting time after the first 30 minutes is charged at £21 plus VAT per half hour, and we may have another job scheduled that day.

Our rates are the same on weekends and bank holidays as on any other day.

Some items are priced separately from the move itself. A piano, safe, hot tub, pool table or large aquarium is shown to you as a guide price only; we will call you to agree a firm figure before the booking is confirmed.

A quote is given for a particular date. If you move the date, the price may change with availability.

3. Booking, deposit and payment

Submitting the online form does not confirm a booking. Your date is pencilled in, we check the job by hand, and we come back to you — usually within two hours — either accepting it or asking for more detail first.

A deposit of 30% of the quoted price is required, and your date is not held until it reaches us. The balance is due on completion of the move unless we have agreed something different with you in writing beforehand.

You can pay by secure payment link, by bank transfer, or in cash to the driver on completion.

Occasionally we have to decline a booking after a deposit has been paid — usually because the job turns out to be materially bigger than the details supplied suggested, and we would rather say so than arrive with the wrong van or too few crew. Where we decline, your deposit is refunded in full.

4. Changes and cancellations

Changes to a booking are free with at least 48 hours’ notice.

Cancellations inside 48 hours may mean losing the deposit, or a charge where we have already incurred costs on your behalf.

If your chain collapses or the move falls through, you will not lose your deposit. We will arrange storage so your belongings are safe and move you into your new home once things are sorted. There is a charge for the second move out of storage, but it is discounted — typically around half the original rate.

5. When a price can change on the day

The price changes only if what we find differs materially from what was described. Undeclared items, stairs or parking restrictions we were not told about, and furniture needing dismantling that was not mentioned can all change the job.

Where that happens we will talk to you before doing anything, and we would always rather find a way to make it work than walk away. The reliable way to avoid a surprise is to over-share when you are quoting: mention the loft, the shed and the garage.

On hourly bookings, time beyond the booked period is charged at the hourly rate shown on your booking confirmation. On fixed-price bookings, you have bought the day.

6. What the price includes

Every move includes the crew, the vehicle, blankets and straps, and the loading, transport and unloading of your goods. Access — stairs, lifts, and the distance from the door to where the van can stand — is priced into your quote rather than added afterwards.

We dismantle and reassemble furniture where that is needed to get it out or in. We also disconnect and reconnect ordinary appliances free of charge, unless the job genuinely needs a qualified electrician, plumber or gas engineer, in which case you will need to arrange one.

Packing is available as a separate service, in two tiers, with a premium wrapping option. We do not offer unpacking. See what packing covers

7. What we need from you

Before we arrive, please:

• Finish your own packing, unless you have booked a packing service.
• Empty and defrost the fridge and freezer at least 24 hours ahead.
• Run mowers, strimmers and pressure washers dry, and take fuels and solvents to a recycling centre.
• Tell us about anything that has changed since you were quoted.
• Arrange parking, or a bay suspension, where the van cannot otherwise stand close to the property.

You are responsible for securing parking at both addresses. Where the van cannot get close, the extra carry distance may affect the price, and on an hourly booking it will affect the time.

Please make sure someone with authority to direct the move is contactable throughout the day, even if you cannot be there in person.

8. What we cannot carry

Some things we are not permitted to carry, and some we will not:

Prohibited on the road — compressed gas cylinders including camping gas and patio bottles, petrol, diesel and other fuels, corrosive or toxic chemicals, and explosives or fireworks. These require specialist haulage licensing.

Outside insurance cover — cash, jewellery, passports, deeds and important documents. Please carry these yourself.

Impractical in a loaded van — perishable and frozen food, and large or soil-heavy plants. Plants can travel at your own risk and outside our insurance cover.

Living animals — we cannot move pets. A loaded removal van cannot offer the ventilation, temperature control or monitoring animals need in transit.

Firearms and ammunition are governed by licensing law and must never be packed in an unmarked box. Speak to us and to your police firearms licensing department well ahead of the move.

Sealed wine, spirits and beer are fine. Small quantities of sealed household cleaners are acceptable; anything open or leaking should be disposed of before the day.

9. Insurance, damage and claims

We carry £5 million public liability insurance and £20,000 goods in transit cover per claim, and we will provide evidence of either on request.

Please look over your belongings before the crew leaves and tell us straight away if anything concerns you. Any loss or damage must be reported within 48 hours of the move so it can be investigated while everything is fresh.

We will ask for photographs of the item and the surrounding area, a description of what happened if you know it, and proof of ownership or value where relevant. Please do not repair, replace or dispose of anything before we have had the chance to inspect it — if we have not seen it, we may not be able to accept liability.

We aim to complete an investigation within 5 to 10 working days of receiving everything we need. Where we are responsible we will put it right: a professional repair, a replacement, or appropriate compensation.

A claim will not cover damage to the contents of boxes you packed yourself, unless the damage was caused by our team’s negligence — we have no way of knowing how well things were wrapped inside. Nor does it cover damage caused by inadequate packing, loose or unpacked items carried at your request, or work done where we followed an instruction against our own recommendation.

10. Storage

Where a move needs storage we arrange it with a vetted partner facility and handle the transport at both ends.

The storage contract itself is between you and the storage facility, not with us, and your goods are covered by that facility’s insurance rather than ours while they are stored. If you are storing anything high in value, check the cover level with the facility directly.

11. Clearances and waste

Clearances are priced by volume and cannot be quoted without seeing the property, so photographs or a video of every room plus the loft, garage and shed are needed before a price is given.

We hold waste carrier registration CBDU574812, and you can check it on the Environment Agency’s public register. Anything reusable is donated where we can find it a home; the rest goes to a commercial disposal centre.

The prohibited list in section 8 applies to clearances in full. Please check for anything of value or personal significance before we start — probate clearances in particular turn up documents and photographs in unexpected places. More about clearances

12. If something goes wrong

Tell us. Call the office or send it in writing, and we will look into it properly and come back to you. Most things are quicker to fix than to argue about, and we would rather hear it from you than read it in a review.

If you would rather put it in writing first, the contact page has every way of reaching us. Contact us

13. Changes to these terms

We may update these terms from time to time. The version that applies to your move is the one published on the date your booking was confirmed, and the date at the top of this page tells you when the wording last changed.