These Terms and Conditions apply to all domestic and commercial removal and associated services provided to customers in West Kensington and the surrounding areas. By making a booking or allowing our team to commence work, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means the removal service provider supplying the services.
Customer means the individual, business or organisation purchasing the services from the Company.
Services means any removal, packing, loading, unloading, storage, waste clearance or related services provided by the Company.
Premises means the collection address, the delivery address and any other property or premises where the Services are carried out.
Goods means the items that are to be moved, transported, stored, packed, unpacked or otherwise handled by the Company.
The Company provides household removals, office removals, packing services, loading and unloading, internal moves, and, where agreed, the removal of certain waste items lawfully classified as household or commercial waste. Services are offered primarily within West Kensington and neighbouring districts, although moves to and from other locations may be arranged by agreement.
The exact scope of the Services for each booking will be confirmed in writing, usually by way of a quotation or booking confirmation. Only services specified and agreed in that confirmation will be provided.
Any quotation or estimate issued by the Company is based on the information supplied by the Customer and on normal access, parking and working conditions at the Premises. Quotations are generally given as a fixed price or an hourly rate, as stated on the written confirmation.
The Company reserves the right to amend or withdraw a quotation if:
1. The information provided by the Customer is inaccurate or incomplete.
2. There is a material change to the nature, quantity or weight of the Goods.
3. Access, parking or working conditions at the Premises differ from those reasonably expected or described.
4. Additional services are requested or required on the day of the move.
Unless otherwise stated, quotations do not include customs duties, parking suspension charges, congestion charges, tolls, ferry costs or other third party fees. Such costs, if incurred, will be charged to the Customer in addition to the quoted price.
A booking is only confirmed when the Customer has accepted the quotation or estimate and, where required, paid any applicable deposit. The Company may request a written acceptance of the quotation or may treat a verbal acceptance followed by payment of a deposit as confirmation of the booking.
The Customer should ensure that the booking details, including dates, times, addresses, inventory of Goods and any special requirements, are accurate and complete. Any changes should be notified to the Company as soon as possible. Changes may result in adjustments to the price and availability of the Services.
The Company reserves the right to decline any booking without providing a reason, including where it believes that the work cannot be carried out safely, lawfully or within reasonable resource constraints.
The Customer is responsible for:
1. Ensuring adequate and lawful parking for the Company’s vehicles at all Premises, including arranging parking suspensions or permits where required.
2. Ensuring that access to the Premises is safe, clear and suitable for the Services to be carried out, including the use of lifts and stairways where applicable.
3. Providing accurate information about the nature, quantity and value of the Goods and disclosing any particularly fragile, hazardous or high-value items before the Services commence.
4. Properly preparing and packing Goods where a packing service has not been purchased, including securing or disconnecting appliances and emptying furniture such as wardrobes and drawers, unless agreed otherwise.
5. Being present, or ensuring an authorised representative is present, at the agreed times to allow access, provide instructions and sign any necessary documents.
6. Complying with all instructions and guidance provided by the Company to enable the safe and efficient delivery of the Services.
The Customer agrees to pay the charges set out in the quotation, estimate or booking confirmation, together with any additional amounts properly chargeable under these Terms and Conditions.
Payment terms will be specified at the time of booking and may include:
1. A deposit payable at the time of booking.
2. Balance payment due prior to commencement of the Services, on completion of the Services, or within an agreed credit period.
The Company may accept a range of payment methods, which will be explained during the booking process. Payment is deemed made only when cleared funds are received by the Company.
If payment is not made in accordance with the agreed terms, the Company may:
1. Suspend or refuse to start or continue the Services.
2. Charge interest on overdue amounts at the statutory rate applicable to business-to-business or consumer debt, as relevant.
3. Retain possession of Goods in its custody until payment is received, and if payment is not received within a reasonable period, take such steps as are legally available to recover outstanding sums.
If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as practicable. The following charges may apply unless otherwise agreed:
1. More than seven days before the scheduled service date: no cancellation fee, and any deposit may be refunded or credited, subject to any non-refundable third party costs already incurred.
2. Between seven days and 48 hours before the scheduled service date: a cancellation fee of up to 50 percent of the quoted price may be charged.
3. Less than 48 hours before the scheduled service date or on the day of the move: a cancellation fee of up to 100 percent of the quoted price may be charged.
Postponements of a similar nature to cancellations may be subject to the same fee structure where the Company has reserved specific resources for the booking. The Company will, where possible, seek to accommodate new dates and times but cannot guarantee availability.
The Company may cancel or postpone the Services where performance is affected by circumstances beyond its reasonable control, such as severe weather, road closures, accidents, industrial action or other force majeure events. In such cases, the Company will seek to agree an alternative date or issue a refund of any pre-paid amounts for Services not delivered.
The Customer must ensure safe and lawful parking for the Company’s vehicles as close as reasonably possible to the Premises. Any parking charges, fines or penalties arising from inadequate arrangements or inaccurate information provided by the Customer may be charged to the Customer.
If access to the Premises is restricted, unsafe, or results in unavoidable delays, the Company may charge a reasonable additional fee to cover extra time, labour or equipment required.
The Company will make reasonable efforts to adhere to agreed arrival and completion times but does not guarantee them. The Company is not liable for indirect or consequential losses resulting from delays that are outside its reasonable control.
Unless expressly agreed in writing in advance, the Company does not carry or handle:
1. Livestock, pets or other animals.
2. Perishable foodstuffs requiring refrigeration or special storage.
3. Cash, securities, jewellery, watches or precious metals.
4. Valuable collections such as art, antiques or rare items exceeding normal household value.
5. Hazardous or illegal items including explosives, flammable liquids, gas cylinders, chemicals, narcotics, firearms and ammunition.
The Customer must not include such items within the Goods without the Company’s prior consent. If excluded or hazardous items are discovered, the Company may refuse to handle them, and the Customer will be responsible for and indemnify the Company against any loss, damage, fine or claim arising from their presence.
The Company will exercise reasonable care and skill in providing the Services. However, its liability is subject to the limitations set out in this clause.
The Company’s liability for loss of or damage to Goods while in its care is limited to a reasonable sum per item or per consignment, subject to the value of the Goods declared by the Customer and any applicable insurance arrangements. Full details of cover and limits will be provided on request.
The Company is not liable for:
1. Loss or damage arising from the inherent nature or defect of Goods, including wear and tear, instability or poor construction.
2. Damage to goods not packed by the Company, where such damage is attributable to inadequate or improper packing.
3. Damage to premises not directly caused by the negligence of the Company’s staff.
4. Any indirect or consequential loss, including lost profits, loss of business, loss of data, or loss of opportunity.
5. Loss or damage occurring where the Customer or its representative has instructed the Company to carry out work in a manner against the Company’s advice.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law.
Any visible loss or damage to Goods or Premises should be reported to the Company’s staff as soon as reasonably possible and noted on any completion paperwork. The Customer must then notify the Company in writing within a reasonable time, providing details of the alleged loss or damage and any supporting evidence.
The Company will investigate all properly notified claims and may request inspection of the Goods or Premises before repairs or replacements are carried out. Failure to provide timely notice or an opportunity for inspection may affect the Company’s ability to assess and, if appropriate, settle the claim.
Where the Services include the removal of unwanted items, rubbish or other materials, the Company will comply with relevant waste management and environmental regulations. The Company will only remove waste that it is lawfully permitted to carry and dispose of, and reserves the right to refuse any items that are prohibited, hazardous or not suitable for the disposal facilities available.
The Customer is responsible for accurately describing any waste to be removed and for ensuring that no prohibited substances are mixed with general waste. The Company may charge additional fees for the sorting, packing or lawful disposal of items incorrectly described or presented as normal waste.
All waste will be transported to appropriate and licensed disposal or recycling facilities wherever reasonably possible. The Customer acknowledges that certain items may incur additional disposal fees due to weight, composition or regulatory requirements.
The Company maintains appropriate insurance cover in line with its statutory and professional obligations for removal services. The extent of that cover, and any relevant exclusions or limitations, is available on request.
The Customer is advised to consider arranging additional insurance for high-value or particularly fragile Goods, or to confirm that existing household or business insurance policies provide adequate cover during the move.
The Company will collect and process personal data relating to the Customer only to the extent necessary to manage bookings, provide the Services, process payments, and meet its legal obligations. Personal data will be handled securely and not retained longer than reasonably necessary for these purposes.
The Company may use contact details to communicate with the Customer about the Services and, where permitted, to provide information about similar services. Customers may request access to, correction of, or deletion of their personal data, subject to legal limitations.
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless a later version is expressly agreed in writing with the Customer.
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be removed or reduced to the minimum extent required, and the remaining provisions shall continue in full force and effect.
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that 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 their subject matter.
These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. They supersede any prior understandings, promises or representations, whether oral or written, relating to the subject matter.
By proceeding with a booking for removal services in West Kensington or the surrounding areas, the Customer confirms acceptance of these Terms and Conditions and agrees to be bound by them.
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