Service Terms and Conditions for South Kensington Removals

These Terms and Conditions set out the basis on which our removal company provides residential and commercial removal, packing, and associated services within South Kensington and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means the removal company providing the services.

Customer means the person, firm, or organisation booking or receiving the services.

Services means any removal, packing, storage, waste removal, or associated services provided by the Company.

Goods means all items, effects, furniture, and personal belongings that are to be moved, transported, stored, or otherwise handled by the Company.

Premises means the property or properties from or to which the Services are to be provided, including any access ways, communal areas, and external spaces.

2. Scope of Services

The Company provides removal and associated services including packing and unpacking, loading and unloading, transportation of Goods, and where agreed, short-term storage and lawful disposal of non-hazardous waste. The precise scope of the Services will be set out in the quotation and any subsequent written confirmation.

The Company does not undertake works outside the usual scope of a removal business, including but not limited to plumbing, electrical disconnection or installation, building works, or specialist trades, unless expressly agreed in writing and subject to additional terms.

3. Quotation and Estimates

Quotations are usually provided based on information supplied by the Customer regarding the volume and nature of the Goods, the Premises, access, parking conditions, and any special requirements. Quotations are valid for a limited period as stated on the quotation or, if not stated, for 30 days from the date of issue.

The quotation will specify whether it is a fixed price or an estimate. Where the quotation is an estimate, the final charges may vary depending on the actual time taken, volume of Goods, labour required, and any additional Services requested or reasonably necessary on the day.

The Company reserves the right to amend or withdraw a quotation if the information provided by the Customer is incomplete or inaccurate, or if circumstances change prior to the date of the move, including but not limited to changes in access, parking, or the volume of Goods.

4. Booking Process

A booking is only confirmed once the Customer has accepted the quotation, agreed to these Terms and Conditions, and paid any required deposit. Acceptance may be given in writing or electronically, as reasonably requested by the Company.

The Customer is responsible for ensuring that all details in the quotation and booking confirmation are accurate, including dates, addresses, contact details, and the description of Goods and Services. Any corrections or changes must be notified to the Company as soon as possible and may affect the price and availability.

The Company reserves the right to refuse or cancel any booking where it reasonably considers that the work cannot be safely or lawfully carried out, or where the Customer is in breach of these Terms and Conditions.

5. Customer Obligations

The Customer must ensure that they, or an authorised representative, are present at the Premises during the collection and delivery of Goods, unless otherwise agreed in writing. The Customer or representative shall be responsible for confirming that all Goods are loaded and unloaded as required.

The Customer must prepare the Premises for the Services, including arranging suitable parking or permits, securing any necessary building or lift reservations, and ensuring safe access for vehicles and staff. The Company is not responsible for delays or additional costs arising from inadequate access or parking arrangements.

The Customer must ensure that all Goods are properly packed, labelled, and ready for collection, unless the Company has agreed to provide packing services. Fragile or high value items must be clearly identified and, where appropriate, separately insured.

The Customer warrants that all Goods are owned by the Customer or that the Customer has full authority to allow the Goods to be handled and transported. The Customer shall indemnify the Company against any claims made by third parties concerning ownership or rights to the Goods.

6. Payment Terms

Unless otherwise stated in the quotation or booking confirmation, a deposit may be required at the time of booking, with the balance payable prior to commencement of the Services or immediately upon completion on the day of the move.

Payment methods will be specified by the Company. The Customer must ensure cleared funds by the required time. The Company reserves the right to withhold commencement or completion of Services where payment has not been received in accordance with agreed terms.

Where the Services are provided on an hourly rate basis, the minimum charge, charging intervals, and any additional fees for waiting time, extended travel, or extra staff will be set out in the quotation. Time is calculated from the agreed start time or arrival at the Premises, whichever is later, until completion of unloading or as otherwise agreed in writing.

If payment is not made by the due date, the Company may charge interest on overdue amounts at the statutory rate or such reasonable rate as permitted by law, together with any reasonable costs incurred in recovering outstanding sums.

7. Cancellations and Amendments

If the Customer needs to cancel or postpone a booking, they must notify the Company as soon as possible. Cancellation charges may apply depending on the notice given before the scheduled service date.

Where cancellation is received more than a specified number of working days before the service date, as stated in the quotation or booking confirmation, any deposit paid may be refunded or partially refunded at the Company’s discretion, subject to reasonable administration costs.

Where cancellation is received within a shorter period before the service date, the Company may retain the deposit and may charge a proportion of the quoted price to cover loss of work and expenses incurred. In the case of cancellation on the day of the move or where the Company arrives at the Premises and is unable to carry out the Services due to Customer default, the full quoted price may be payable.

If the Customer requests significant changes to the booking, such as a change of date, time, addresses, or scope of work, the Company will endeavour to accommodate the request but cannot guarantee availability. Charges may be revised accordingly.

8. Excluded Goods and Hazardous Materials

The Company will not transport or handle certain items, including but not limited to live animals, perishable foods, illegal items, explosive or flammable substances, toxic or hazardous materials, and any items prohibited by law or regulation.

The Customer must not include Excluded Goods in any consignment without the Company’s prior written agreement and all necessary documentation. If such items are discovered, the Company may remove or refuse to transport them and may notify relevant authorities where required by law.

The Customer shall be responsible for any loss, damage, or expense arising from the inclusion of Excluded Goods without consent and will indemnify the Company against all resulting claims or liabilities.

9. Waste Regulations and Disposal

Any waste removal or disposal services provided by the Company shall comply with applicable waste and environmental regulations. The Company will only remove waste that it is lawfully permitted and suitably equipped to handle.

The Customer is responsible for accurately describing any waste to be removed and must not present hazardous or controlled waste without prior written agreement and, where required, valid documentation. The Company may refuse to remove any waste that appears unsafe, incorrectly described, or unlawful to transport.

The Company will deposit waste only at authorised facilities and will take reasonable steps to ensure compliance with waste transfer and duty of care obligations. Copies of waste transfer notes or relevant documents may be made available upon reasonable request where required by law.

The Customer remains responsible for any waste or items left at the Premises where the Customer has not expressly requested and paid for disposal Services. The Company shall not be liable for any penalties, charges, or claims resulting from items the Customer chooses to leave behind.

10. Liability for Loss or Damage

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods, property, or premises is subject to the limitations set out in this section.

Unless otherwise agreed in writing, the Company’s total liability for loss or damage to Goods arising from negligence or breach of contract shall be limited to a reasonable amount per consignment, having regard to the value of the Goods and the price of the Services. The Customer is advised to arrange appropriate insurance cover for high value items and for the overall move.

The Company shall not be liable for loss or damage arising from inherent defects, pre-existing damage, wear and tear, inadequate packing by the Customer, or the nature of the Goods. The Company is not liable for loss or damage resulting from war, terrorism, natural disasters, severe weather, or events beyond its reasonable control.

The Company is not liable for indirect or consequential loss, including loss of profits, loss of enjoyment, or loss of opportunity, even if such loss was foreseeable.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot lawfully be excluded or limited.

11. Claims and Time Limits

The Customer must inspect the Goods and Premises as soon as reasonably possible after completion of the Services. Any visible loss or damage must be reported to the Company within a short, reasonable period following completion, and in any event within the time limits permitted by law or as stated in the quotation.

For non-apparent loss or damage, the Customer must notify the Company in writing within a reasonable time after the Customer becomes aware, and in any event within any statutory limitation periods. Failure to notify within these periods may prejudice the Company’s ability to investigate and may affect the Customer’s entitlement to compensation.

The Customer must provide evidence of loss or damage, including photographs, inventories, receipts, or other supporting documents. The Company may inspect the Goods or Premises before agreeing any remedy.

12. Access, Delays, and Waiting Time

The Customer must ensure that the Company has safe and reasonable access to the Premises, including stairs, lifts, corridors, and loading areas. The Company is not responsible for delays or additional costs caused by restricted access, parking difficulties, or actions of third parties.

Where delays occur that are outside the Company’s control, including waiting for keys, solicitors, estate agents, managing agents, or building managers, additional waiting time charges may apply at the rates set out in the quotation.

The Company will use reasonable endeavours to adhere to agreed dates and times but cannot guarantee precise arrival or completion times. Time shall not be of the essence unless expressly agreed in writing.

13. Insurance and Customer Cover

The Company maintains appropriate public liability and, where applicable, goods in transit insurance for its operations. The scope and limits of such cover may be made available upon request.

The Customer remains responsible for arranging any additional insurance required to cover the full value of the Goods, alternative accommodation, or any consequential losses. The Company strongly recommends that Customers obtain suitable cover, particularly for high value or irreplaceable items.

14. Data Protection and Privacy

The Company will collect and process personal data solely for the purposes of providing the Services, administering bookings, processing payments, and complying with legal obligations. The Company will take reasonable measures to keep personal data secure and to prevent unauthorised access or disclosure.

Personal data will be retained only for as long as reasonably necessary for these purposes or as required by law. Customers may have rights under data protection law to access, correct, or request deletion of their personal data, subject to certain conditions.

15. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved. The Customer should provide full details of the complaint, including dates, locations, and any relevant documentation.

The Company will endeavour to respond to complaints within a reasonable timeframe and to propose a fair outcome where the complaint is found to be justified. This complaints process does not affect the Customer’s statutory rights.

16. Suspension and Termination

The Company may suspend or terminate the provision of Services immediately where the Customer fails to make payment when due, behaves abusively or unlawfully towards staff, or otherwise commits a serious breach of these Terms and Conditions.

On termination, the Customer shall remain liable for all sums due for Services already performed, together with any reasonable costs incurred as a result of the termination.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and shall be construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising under or in connection with these Terms and Conditions or the Services provided by the Company.

18. General Provisions

If any provision of these Terms and Conditions is held by a court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Any invalid or unenforceable provision shall be replaced with a valid provision that most closely reflects the original intention.

These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior communications or understandings.

No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company. The failure of either party to enforce any right or remedy shall not constitute a waiver of that or any other right or remedy.