Removals West Kensington Terms and Conditions

These Terms and Conditions set out the basis on which removal and related services are supplied by Removals West Kensington to customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

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

1.1 Company means Removals West Kensington, the provider of removal and associated services.

1.2 Customer means the individual, firm or company who requests or receives services from the Company.

1.3 Services means removal, packing, loading, unloading, transportation, storage, and any other related services provided by the Company.

1.4 Premises means any property or location at which the Services are to be provided, including collection and delivery addresses.

1.5 Goods means the items and belongings that are the subject of the Services.

1.6 Contract means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides residential and commercial removal services, including packing and, where agreed, limited dismantling and reassembly of furniture and equipment.

2.2 The specific Services to be provided, along with dates, times, locations, and any special requirements, will be confirmed in writing or by clear written confirmation of a quotation or booking.

2.3 Any additional Services requested by the Customer after the Contract is formed may be subject to additional charges and will only be provided if confirmed by the Company.

3. Booking Process

3.1 All bookings are subject to availability and must be made by an adult with authority to enter into a binding agreement.

3.2 The Company may provide an estimate or quotation based on information supplied by the Customer, including the volume or description of Goods, access conditions at the Premises, parking availability, and any special handling requirements.

3.3 The Customer is responsible for ensuring that all information provided for the purpose of a quotation or booking is complete and accurate. The Company reserves the right to adjust the price or refuse to provide some or all of the Services if the information provided is incorrect or incomplete.

3.4 A booking is only confirmed when the Customer has accepted the quotation or estimate as required by the Company and, where applicable, paid any required deposit.

3.5 The Company may request a pre-move survey, which may be conducted in person or remotely, to assess the volume of Goods and the nature of access to the Premises.

4. Estimates and Quotations

4.1 Unless stated otherwise, quotations are based on normal access conditions, reasonable parking, and the information supplied by the Customer at the time of quotation.

4.2 Quotations are valid for a limited period as specified in the quotation or, if not specified, for 30 days from the date issued, subject to availability of resources and labour.

4.3 The Company reserves the right to revise a quotation or apply additional charges where:

a. the volume, weight, or nature of the Goods differs from the information originally supplied;

b. access to the Premises is more difficult than advised, such as narrow staircases, restricted doorways, or distance from parking to the property;

c. works are required outside normal working hours at the request of the Customer;

d. there are delays beyond the Company’s reasonable control, including waiting time caused by keys, paperwork, or third parties;

e. additional Services are requested, including packing, dismantling, storage, or waste removal.

5. Customer Responsibilities

5.1 The Customer must obtain all necessary permissions, permits, or consents required for the Company to carry out the Services at the Premises, including parking permissions where applicable.

5.2 The Customer is responsible for ensuring that the Premises are safe, clear, and suitable for the Company’s staff to work in, and that all access routes are free of obstruction.

5.3 The Customer must arrange suitable parking for the Company’s vehicles as close as reasonably possible to the Premises. Any parking charges, penalties, or fines arising as a result of insufficient parking arrangements or instructions from the Customer will be payable by the Customer.

5.4 The Customer must be present, or ensure that a responsible adult representative is present, at the Premises during the Services to provide instructions, confirm items, and sign any necessary documentation.

5.5 The Customer must ensure that all Goods to be moved are adequately packed, labelled, and ready for transport unless packing services have been specifically included in the Contract.

6. Payments and Charges

6.1 The price for the Services will be as stated in the accepted quotation or as otherwise agreed in writing.

6.2 The Company may require full or partial payment in advance, a deposit, or staged payments, as specified at the time of booking. The terms of payment will be confirmed in writing.

6.3 Unless otherwise agreed, all balances are payable no later than the commencement of the Services. The Company reserves the right to withhold or suspend Services where payment has not been received as agreed.

6.4 Payments must be made using an accepted method notified by the Company. The Customer is responsible for any bank or transaction charges incurred when making payment.

6.5 In the event of late payment, the Company may charge interest on the overdue amount at the statutory rate from the due date until the date of payment, and may also recover reasonable costs incurred in pursuing the debt.

7. Cancellations and Postponements

7.1 The Customer may cancel or postpone the Services by giving the Company written notice, subject to any charges set out in this clause.

7.2 If the Customer cancels or postpones more than a specified period before the agreed service date, as indicated in the quotation or booking confirmation, any deposit may be refundable at the Company’s discretion, less any reasonable administrative costs.

7.3 If the Customer cancels or postpones within a short period before the service date, the Company may charge a percentage of the agreed price to cover reserved labour, vehicle, and scheduling costs. The applicable timeframes and percentages will be set out in the relevant quotation or booking confirmation.

7.4 The Company may cancel or postpone the Services due to circumstances beyond its reasonable control, including adverse weather conditions, mechanical breakdown, staff illness, safety concerns, or legal restrictions. In such cases, the Company will seek to reschedule the Services at a mutually convenient time. Liability for any such cancellation or postponement will be limited to a refund of any pre-paid charges for Services not provided.

8. Access, Parking, and Delays

8.1 The Customer must ensure appropriate access to the Premises, including for vehicles and for manual handling of Goods.

8.2 If access or parking difficulties cause delays or require extra time or equipment, the Company may apply additional charges based on its prevailing rates.

8.3 The Company will not be liable for delays caused by factors outside its reasonable control, including traffic conditions, road closures, waiting for keys, or delays caused by other parties involved in the move or at the Premises.

9. Excluded Goods

9.1 Unless expressly agreed in writing, the Company will not carry or store:

a. hazardous, explosive, or flammable materials;

b. live animals or plants;

c. perishable or temperature-sensitive goods;

d. items of exceptional value such as jewellery, cash, deeds, securities, or collections;

e. illegal or stolen goods.

9.2 If such items are moved or stored without the Company’s knowledge or consent, the Company will have no liability for loss, damage, or deterioration of those items, and the Customer will indemnify the Company for any resulting loss, damage, or expense.

10. Liability for Loss or Damage

10.1 The Company will exercise reasonable care and skill when providing the Services. Liability for loss or damage will be subject to the limitations set out in this clause.

10.2 The Company’s liability for loss of or damage to Goods, where such loss or damage is caused by the Company’s negligence or breach of Contract, will be limited to a reasonable amount, having regard to the value of the Goods and the nature of the Services, or any specific limit stated in the quotation or booking confirmation.

10.3 The Company will not be liable for:

a. pre-existing damage, defects, or wear and tear;

b. damage resulting from inadequate or unsuitable packing by the Customer where packing services have not been provided by the Company;

c. damage to items or furniture that are unsuitable for normal removal processes, including items that are unstable, improperly assembled, or of unusually fragile construction;

d. loss or damage arising from circumstances beyond the Company’s reasonable control, including acts of nature, fire, flood, or civil disturbance;

e. indirect or consequential loss such as loss of profit, income, or opportunity.

10.4 The Customer must inspect Goods as soon as reasonably possible following completion of the Services and notify the Company in writing of any loss or damage within a reasonable timeframe. Failure to notify within that period may affect the Company’s ability to investigate and may limit any liability.

11. Insurance

11.1 The Company will maintain appropriate insurance in respect of its legal liabilities arising from the provision of Services.

11.2 The Customer is encouraged to arrange adequate insurance cover for the full replacement value of the Goods, particularly for items of high value or special significance.

12. Waste and Environmental Regulations

12.1 The Company will comply with applicable waste and environmental regulations when handling, transporting, or disposing of items classified as waste.

12.2 Where the Customer requests removal and disposal of unwanted items, the Company will treat such items as waste and may apply additional charges for collection, transportation, and lawful disposal.

12.3 The Customer must not request the Company to dispose of items in a manner that breaches environmental or waste regulations. The Company reserves the right to refuse to remove or dispose of items where it believes such removal or disposal would be unlawful or unsafe.

12.4 Any fees, levies, or charges imposed by waste facilities, local authorities, or other third parties in relation to the disposal of items will be charged to the Customer in addition to the Company’s service charges, where applicable.

13. Storage Services

13.1 Where storage services are provided, the terms relating to duration, charges, access, and notice requirements will be set out in the relevant agreement or confirmation.

13.2 The Customer remains responsible for insuring Goods in storage unless the Company has expressly agreed in writing to provide insurance for stored Goods.

13.3 Charges for storage are payable in advance at the intervals specified. The Company may deny access to stored Goods, or exercise a lien over them, where storage charges remain unpaid.

14. Complaints and Dispute Resolution

14.1 If the Customer has any concerns or complaints about the Services, these should be raised with the Company as soon as possible, providing full details and supporting information.

14.2 The Company will investigate complaints promptly and seek to resolve issues fairly. The Customer agrees to cooperate with any reasonable investigation and to allow the Company a reasonable opportunity to rectify any service issues.

15. Data Protection

15.1 The Company will collect and process personal data provided by the Customer for the purposes of managing bookings, providing Services, processing payments, and complying with legal obligations.

15.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary to provide the Services, process payments, or comply with law.

16. Termination

16.1 Either party may terminate the Contract with immediate effect by giving written notice if the other party commits a serious breach of these Terms and Conditions which, if capable of remedy, is not remedied within a reasonable period after written notice.

16.2 On termination, the Customer must pay for all Services already provided and for any unavoidable costs incurred by the Company as a result of the termination.

17. Governing Law and Jurisdiction

17.1 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.

17.2 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 the Services.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

18.2 The failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

18.3 The Contract is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.

18.4 These Terms and Conditions may be updated or amended from time to time. The version in force at the time of booking will apply to the Contract.