Terms and Conditions for Removal Services

These Terms and Conditions govern the provision of removal services in South Kensington and apply to all bookings made with us for domestic, commercial, furniture, packing, loading, unloading, and related moving services. By placing a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before making a reservation, as they set out the responsibilities of both the customer and the removal company.

In these terms, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” or “the customer” mean the person, business, or organisation booking the service. These terms are intended to provide clarity about the process, pricing, payment, service limitations, cancellation rights, waste handling, and liability. Where a separate written agreement or quotation has been issued, it will form part of the contract, provided it does not conflict with these terms.

Any reference to man and van services in South Kensington, removals, or related moving support should be understood to include only the specific service described in your quotation or booking confirmation. Unless expressly agreed in writing, our service does not include specialist dismantling, electrical disconnection, plumbing works, storage, hazardous waste handling, or any task requiring licences or qualifications beyond standard removal operations.

Booking Process

A booking is not confirmed until we have accepted your request and issued a booking confirmation, quotation, or written acceptance. We may request details such as the collection and delivery address, property access conditions, floor levels, size and quantity of items, parking restrictions, preferred date and time, and any items requiring special handling. The accuracy of this information is important because it allows us to allocate suitable vehicles, equipment, and crew members for your move.

Our quotation is generally based on the information you provide. If the actual work differs materially from the information supplied, we may need to revise the price, alter the scheduled time, or amend the scope of services. Examples include additional items, longer carrying distances, difficult access, stairs not previously disclosed, insufficient parking, or delays caused by incomplete packing. We will always aim to keep any changes reasonable and transparent.

For South Kensington removals and other local or long-distance moves, you must ensure that all access arrangements are in place by the agreed arrival time. This includes parking permissions where needed, lift availability, and any building rules affecting loading or unloading. If your property is part of a managed building, it is your responsibility to obtain any necessary permissions, book loading bays, or notify building management where required. We are not responsible for delays caused by third-party access restrictions.

Payments and Charges

Unless otherwise agreed in writing, payment is due in accordance with the quotation or invoice issued for the service. We may require a deposit, advance payment, card pre-authorisation, or full payment before work begins, particularly for larger or time-sensitive jobs. Any outstanding balance must be paid immediately on completion of the service, unless a different payment schedule has been expressly agreed. We accept only the payment methods stated at the time of booking or invoicing.

All charges are calculated according to the agreed service scope, including labour time, vehicle use, fuel, parking, tolls, congestion charges, disposal charges, packaging materials, and any additional services requested during the job. Where a job is quoted on an hourly basis, the minimum charge and billing increments will be specified in the quotation. Waiting time caused by the customer, incomplete preparation, or access issues may be chargeable at the applicable rate.

We reserve the right to charge reasonable additional fees where the service takes longer than expected due to circumstances outside our control, or where extra work is required that was not included in the original booking. Examples include carrying items beyond the agreed distance, additional loading/unloading points, re-routing due to road restrictions, or returning to site because items were unavailable for collection. If extra charges apply, we will explain them as soon as reasonably possible.

Cancellations, Amendments, and Delays

You may request to cancel or amend your booking, but any cancellation or change must be made as early as possible and may be subject to fees depending on notice given and costs already incurred. Where a deposit has been paid, it may be non-refundable in whole or in part if the cancellation occurs after the agreed cut-off point or if we have already allocated staff, vehicle resources, or subcontracted services.

If you reschedule, we will try to accommodate the new date subject to availability. However, a new quote may apply if the revised work differs in timing, scope, or access conditions. We are not liable for any loss arising from a failure to secure a preferred slot, provided we act reasonably in managing the booking. If you are unavailable at the agreed time or fail to provide access, we may treat the booking as cancelled and charge a call-out or waiting fee.

Delays may occur because of traffic, weather, accidents, road closures, or events outside our control. We will use reasonable efforts to arrive within the estimated time window, but all arrival times are approximate unless expressly guaranteed in writing. If we are delayed, we will seek to keep you informed and minimise disruption. We will not be responsible for indirect losses caused by delay, including missed deadlines, unless the law says otherwise.

Service Standards and Customer Responsibilities

The customer must ensure that all goods to be moved are ready for collection at the agreed time, are suitably packed where packing is not included, and are clearly identified if required. Fragile items should be packed securely unless our service includes professional packing. You should also remove or secure personal data, valuables, cash, keys, and documents before the move. We do not accept responsibility for items left behind, unsecured, or not declared at the time of booking.

It is your responsibility to provide accurate information about the weight, quantity, and nature of the goods. If any item is unusually heavy, valuable, fragile, hazardous, or difficult to move, you must notify us in advance. We may refuse to transport items that are unsafe, illegal, or beyond the capacity of the agreed service. In such cases, we may still charge for time already spent and costs already incurred.

Where our team is required to dismantle or reassemble furniture as part of the agreed removal company service in South Kensington, this will be done with reasonable care but may not restore items to their original condition if they were previously unstable, poorly assembled, or made with weak materials. We are not responsible for pre-existing defects, wear and tear, or damage caused by unsuitable design or manufacturing faults.

Liability and Damage

We will exercise reasonable skill and care in performing the service. Our liability for loss or damage is limited to direct loss caused by our negligence or breach of contract, subject to the exclusions and limits set out in these terms and any mandatory consumer law. We will not be liable for indirect or consequential loss, loss of profits, loss of opportunity, or emotional distress arising from the service, except where such liability cannot be excluded by law.

Before and during the move, we may ask you to point out any existing damage to items or the property. It is your responsibility to identify items that are already damaged, unstable, or at risk of breakage. Where possible, you should inspect your belongings at delivery and report any apparent damage promptly. Failure to do so may make it difficult to investigate the matter fairly.

If you believe that we have caused damage, you must notify us within a reasonable time and provide supporting evidence, including photographs and a description of the incident. We may request the opportunity to inspect the affected item or property before any repair or replacement is arranged. If liability is accepted, our remedy may be limited to repair, replacement, or compensation up to the reasonable value of the affected item, taking account of age, condition, and depreciation.

Waste Removal and Regulatory Compliance

Where the service includes removal or disposal of unwanted items, waste materials, packaging, or household contents, all such activity will be carried out in accordance with applicable UK waste regulations. We will only remove waste that falls within the scope of the agreed service and that can lawfully be transported or disposed of by us. You must not place controlled, hazardous, clinical, chemical, or prohibited waste in the load unless this has been expressly agreed and we are legally permitted to handle it.

You remain responsible for declaring any items that may be regulated, restricted, or unsuitable for standard disposal. This includes paints, solvents, oils, batteries, asbestos, gas cylinders, electrical items requiring special handling, and any material that may pose a risk to health or the environment. If undisclosed regulated waste is discovered, we may refuse to remove it, adjust the price, or terminate the waste-related part of the service. Any additional cost arising from lawful disposal requirements may be charged to you.

We will take reasonable steps to ensure that waste is transferred and managed in compliance with the law. However, if you provide inaccurate information about the contents or classification of materials, you agree to indemnify us against losses, penalties, claims, or costs arising from that misinformation, except where those losses result from our own negligence or unlawful conduct. You also confirm that you have the right to authorise removal of all waste and property handed over to us.

Insurance, Force Majeure, and Contractual Limits

We may hold insurance appropriate to the services we provide, but insurance does not alter your responsibilities under these terms. Any cover may be subject to exclusions, excesses, proof of value, and reasonable limitations. Where you request the transport of high-value items, antiques, artwork, or specialist goods, you should inform us in advance so that suitable arrangements can be considered. If no such notice is given, our standard liability position will apply.

We will not be in breach of contract if performance is prevented or delayed by events beyond our reasonable control, including severe weather, fire, flood, accident, strike, lockout, road closures, civil disturbance, government action, or supplier failure. In such cases, we will make reasonable efforts to rearrange the service or agree a suitable alternative date. If the event continues for an extended period, either party may have the right to cancel the affected booking.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under English law. If any provision of these terms is found invalid or unenforceable, the remaining provisions shall continue in full force and effect. Any waiver of a right must be in writing and shall apply only to the specific situation described.

Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless applicable consumer law requires otherwise. This governs all services provided under the contract, including bookings, charges, cancellations, and liability issues related to removals in South Kensington and other service locations.

We may update these terms from time to time to reflect changes in the law, our operating procedures, or industry practices. The version in force at the time of your booking will apply unless a change is required by law or expressly agreed in writing. No variation of these terms will be effective unless it is set out in writing and agreed by both parties. If there is any conflict between these terms and a written quotation, the quotation will prevail only to the extent of that conflict.

By booking our removal company services, you confirm that you have read, understood, and accepted these terms. If you are booking on behalf of a business or landlord, you warrant that you have authority to do so and to bind that party to the contract. These terms are designed to create a fair and transparent framework for service delivery while protecting both parties’ rights and obligations under UK law.