Terms and Conditions for Removals Southkensington

These Terms and Conditions set out the basis on which Removals Southkensington provides domestic and commercial moving services, including packing, lifting, transport, loading, unloading and related handling services. By making a booking, the customer agrees to be bound by these terms. These conditions are written to reflect standard UK service expectations and to promote a clear, fair working arrangement between the customer and the removals provider. They apply to every quote, confirmed booking and service instruction unless expressly varied in writing.

In these terms, “we”, “us” and “our” refer to the removals company providing the service, and “you” or “the customer” refers to the person or business requesting the service. A booking may be made by an individual acting for themselves, a tenant, landlord, homeowner, business, agent or other authorised representative. If a booking is made on behalf of another person, the person arranging the service confirms that they have authority to accept these terms on that person’s behalf. The customer is responsible for ensuring that all details supplied are accurate, complete and up to date.

Service descriptions are provided for clarity only and may include moving furniture, boxes, white goods and other household or office items, subject to access and safety considerations. Any service may be refused or adjusted where the items, location or working conditions create a risk to health, safety, lawful compliance or property integrity. We may rely on information given by the customer when preparing a quotation, and any change to that information may affect the price, timing or feasibility of the service.

Booking process begins when the customer requests a quote or provisional date and supplies relevant details such as inventory, property type, access conditions, collection and delivery points, parking restrictions, floor levels and any special handling requirements. A quotation is normally based on the information received at the time. Where the service is hourly, the estimate is not a fixed total unless expressly stated. Where the service is fixed price, the quote is valid only for the agreed inventory and conditions. We may ask for photographs, a list of items or a survey to confirm requirements before accepting the booking.

Once a price or estimate is provided, the customer may accept it by confirming the booking and, where required, paying any deposit or initial charge. A booking is considered confirmed only when we have acknowledged acceptance and, if applicable, received the required payment. We reserve the right to decline or reschedule any booking where the customer has not supplied enough information, where access is unsafe, where vehicle restrictions apply, or where circumstances would prevent the service being delivered in a lawful and practical manner. Any requested changes after confirmation must be agreed in writing.

It is the customer’s responsibility to ensure that the property is ready for the move at the agreed time. This includes securing parking arrangements, obtaining permits where necessary, protecting floors or walls if requested, disassembling items if not included in the service, and ensuring that all items to be moved are identified clearly. If we arrive and are unable to proceed because the premises are not ready, items are not accessible or the customer is absent, this may be treated as a cancellation, waiting time or aborted job depending on the circumstances.

Payments must be made in accordance with the quoted terms and any invoice issued. Unless otherwise agreed, deposits are payable at the time of booking or within the stated period after confirmation, and the balance is due on completion of the service or in advance where required. We may accept bank transfer, card payment or another agreed method, but we are not obliged to accept cash unless stated in advance. Prices may be subject to VAT where applicable, and any such tax will be shown separately or included as required by law.

Where the service is based on time, the charge begins when the team starts work at the collection point or when the vehicle departs from the depot if specifically stated in the quotation. Time may include reasonable waiting periods caused by the customer, building access delays, loading restrictions, lift unavailability, parking problems or other factors outside our control. Additional costs may apply if the scope of work changes, if more staff or vehicles are required, or if the move takes longer than anticipated because the original information provided was incomplete or inaccurate. Any reasonable extra charge will be explained and invoiced accordingly.

Late payments may result in interest or recovery costs being applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or under the terms agreed with the customer in other cases. We reserve the right to suspend further services, withhold delivery where lawful, or pursue debt recovery for unpaid sums. The customer remains responsible for payment even if a third party was intended to fund the service, unless we have expressly agreed otherwise in writing. Any dispute about an invoice must be raised promptly and must not be used to delay payment of undisputed amounts.

Cancellations must be made as soon as reasonably possible. If the customer cancels after booking confirmation, a cancellation charge may apply to cover administration, reserved labour, transport allocation and lost opportunity costs. The amount charged will depend on how much notice is given and whether work has already started. Where a deposit has been paid, it may be retained in whole or in part to reflect genuine losses and overheads, subject always to applicable consumer law.

If the customer wishes to reschedule, we will try to accommodate the request, but any new date is subject to availability and may require a revised price. We are not responsible for costs incurred by the customer due to altered travel plans, storage charges, building management fees or other third-party expenses unless those costs were expressly agreed in writing before the service date. If the move is postponed because access becomes unavailable, weather or traffic conditions make work unsafe, or the customer is not ready, this may be treated as a cancellation or a new booking at our discretion.

We may also need to delay or cancel a booking due to events beyond our reasonable control, including severe weather, road closures, accidents, vehicle failure, staff illness, property restrictions, strike action, civil disruption, fire, flood, or legal compliance issues. In such cases, we will use reasonable efforts to notify the customer and arrange an alternative date or partial refund where appropriate. Our liability for such events is limited to the extent permitted by law. We will not be liable for indirect losses, loss of earnings, missed appointments or accommodation costs arising from delay, unless caused by our negligence and recoverable under law.

Liability and care of goods are central to the service. We will take reasonable care when handling items, loading vehicles and moving possessions between locations. However, the customer acknowledges that removals involve inherent risk, particularly with heavy, fragile, valuable, antique, oversized or poorly packaged items. Unless we have expressly agreed otherwise in writing, we do not provide insurance cover for items of exceptional value, and the customer should arrange suitable insurance for such goods. Any claim should be reported without delay and supported by evidence of loss or damage.

We are not liable for pre-existing damage, wear and tear, concealed defects, inadequate packaging, items assembled in an unstable manner, or damage caused by the customer’s instructions, inaccurate descriptions or failure to disclose relevant information. We are also not responsible for damage arising from access constraints such as narrow stairs, weak flooring, unsuitable door frames, tight turns, low ceilings or restricted parking where the customer asked us to proceed despite the risks. If a customer requests that an item be moved in a way that we consider unsafe, we may refuse without liability for any resulting inconvenience.

Where liability is established, our total responsibility will be limited to the lower of the reasonable repair cost, replacement value or the amount recoverable under any agreed insurance arrangement, subject to any statutory limits that cannot be excluded. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. These terms do not affect the customer’s statutory rights as a consumer where such rights apply.

Waste regulations apply where items are removed for disposal, recycling or donation rather than for relocation. The customer must accurately describe any waste, unwanted furniture, electrical equipment, packaging, hazardous material or mixed loads before the service begins. We will only transport or dispose of waste in accordance with applicable UK environmental and carrier requirements, including the Environmental Protection Act 1990, waste duty of care obligations, and any relevant licensing or transfer note requirements. We may refuse any item that is prohibited, hazardous, contaminated, leaking, infested or unsafe to transport.

The customer remains responsible for confirming that items placed for disposal are genuinely unwanted and that they have the right to authorise their removal. We may request clarification before collecting waste, particularly where the load contains electrical items, confidential materials, bulky household goods or items that may require special treatment. If the customer misdescribes items as general waste when they require specialist handling, additional charges may apply. We are not responsible for penalties arising from inaccurate customer information, unlawful disposal instructions or concealment of regulated materials.

Where appropriate, waste may be taken to licensed transfer stations, recycling facilities or other authorised disposal routes. We may issue or retain documentation relating to waste transfer in accordance with legal obligations. The customer agrees not to ask us to dispose of items illegally, fly-tip waste, burn materials, dump items without authorisation, or breach environmental controls. If such a request is made, we may refuse the job immediately and report the matter where required by law. Any disposal service is provided only on the basis that all waste is lawful, properly described and capable of lawful handling.

Customer duties include ensuring lawful ownership or authority over all items moved, providing accurate inventories, keeping valuables and documents separate where needed, and securing pets, children and vulnerable persons during the move. The customer should remove or protect items that are not to be moved and should back up data from computers, electronics and other storage devices before collection. We are not responsible for loss of unlabelled contents inside drawers, cupboards, boxes or containers unless we have agreed a full packing and inventory service.

The customer must also obtain any permissions required from landlords, managing agents, building operators or local authorities for parking, access, lift use or loading. We may require the customer to confirm that there are no restrictions affecting our ability to work lawfully and safely. If delays occur because permissions were not obtained, access was blocked or a third party objected to the move, extra charges may be payable. We may refuse to wait beyond a reasonable period if doing so would unreasonably affect other scheduled work.

Insurance, claims and complaints should be dealt with promptly and in writing. Any visible loss or damage should be reported as soon as possible after completion, and hidden damage should be reported within a reasonable time after discovery. The customer must allow us a fair opportunity to inspect the issue, request supporting evidence and, where appropriate, investigate the cause. No claim will be accepted for items not packed by us if the damage is consistent with insufficient packaging or pre-existing weakness, unless liability is otherwise established.

These terms may be updated from time to time to reflect changes in law, business practices or service structure. The version in force at the time of booking will apply to that booking unless a different version is expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any right will operate unless it is made in writing, and any failure by us to enforce a term on one occasion does not prevent us from enforcing it later.

Nothing in these terms creates a partnership, joint venture or employment relationship between the customer and the removals provider. Any statement or estimate made before booking is not binding unless confirmed in writing as part of the final agreement. If there is any inconsistency between a written quotation and these terms, the written quotation will take priority only to the extent of that inconsistency. We may assign or subcontract parts of the work where reasonable, but we remain responsible for the service we agree to provide, subject to these terms and any lawful limitation of liability.

Governing law and jurisdiction are determined by the law of England and Wales. Any dispute, claim or matter arising from or in connection with the service, these terms or any non-contractual obligation relating to them will be governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, the customer acknowledges that they have read, understood and agreed to these Terms and Conditions for Removals Southkensington.