Kingstonuponthames Removals Terms and Conditions
These Terms and Conditions set out the basis on which Kingstonuponthames Removals provides moving, packing, transport, and related services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear understanding of the booking process, pricing, payment obligations, cancellations, liability limits, waste handling requirements, and the legal framework governing the service. These terms apply to all domestic and commercial moves arranged through Kingstonuponthames Removals, unless a separate written agreement states otherwise.
For the purposes of these terms, “customer” means the individual or organisation requesting the service, “services” means any removal, collection, delivery, packing, unpacking, storage, disposal, or related work, and “goods” means items to be transported or handled by the removals team. References to “we”, “us”, and “our” mean Kingstonuponthames Removals. Any departure from these terms is only valid if agreed in writing by an authorised representative.
The customer is responsible for ensuring that all information provided at the time of booking is complete, accurate, and not misleading. This includes, where relevant, the move date, property access details, inventory size, parking restrictions, fragile items, access limitations, special handling requirements, and any known hazards. If the customer supplies incomplete or inaccurate information, we may adjust the quote, revise the schedule, refuse to carry out part or all of the work, or charge additional fees where the error affects time, vehicle size, manpower, or equipment required.
Booking Process All bookings are subject to availability and become binding only once the customer has accepted the quote and we have confirmed the service in writing, by email, or by another recorded means. A quotation may be based on information supplied by the customer, an inspection, photographs, inventory list, or a combination of these. Quotes are generally valid for a stated period and may be revised if the scope of work changes before the move date. Any estimate given before final inspection is not a fixed price unless explicitly described as such.
The customer must review the booking confirmation carefully. It will normally set out the agreed date, service type, estimated duration, crew size, vehicle requirements, access notes, and any agreed extras. If the customer requests changes after confirmation, including a different date, larger load, additional stops, waiting time, or specialist handling, we may treat those changes as a variation to the contract and apply revised charges. We reserve the right to decline changes where operationally impractical.
The customer must ensure that the property and access route are suitable for the planned removal. This includes sufficient parking arrangements, safe entry and exit routes, working lifts where applicable, and the removal or protection of items that are not to be moved. If access is delayed because of keys, permits, traffic restrictions, security checks, or inability to gain entry, we may charge for waiting time and any resulting extra labour. Where a move cannot proceed due to unsafe or unsuitable conditions, we may suspend the service until the issue is resolved or end the job if continuation would be unreasonable.
Payments and Charges Unless otherwise agreed in writing, payment terms will be stated on the invoice or booking confirmation. We may require a deposit or advance payment to secure a date, especially for larger moves, out-of-hours work, storage, or services involving significant planning. Deposits are normally non-refundable except where we cancel the booking or where mandatory law requires otherwise. The balance, together with any additional charges, must be paid by the method and deadline specified. We may refuse to commence or continue work if payment arrangements are not honoured.
Prices may be based on an hourly rate, fixed fee, or a combination of both. Any quoted price assumes the scope of work remains the same as described at booking. Additional charges may apply for waiting time, extra labour, dismantling or reassembly not originally included, staircase carries, long carries, congestion, parking fines caused by the customer’s failure to arrange suitable parking, and disposal or recycling of unwanted items where permitted by law. All prices are stated in pounds sterling unless stated otherwise and may be subject to VAT where applicable.
Invoices must be paid in full without deduction or set-off unless required by law. If payment is made by bank transfer, card, or another approved method, the customer remains responsible for ensuring that funds clear in time. Where a payment is reversed, disputed, or fails, we may charge reasonable administrative costs and suspend future services until the account is settled. Overdue sums may incur interest and recovery costs in accordance with applicable legislation.
Cancellations and Rescheduling The customer may cancel or reschedule by giving notice in writing. The amount chargeable on cancellation depends on how much notice is given, the level of preparation already undertaken, and whether third-party costs have been incurred. Where cancellation occurs shortly before the scheduled move, we may retain all or part of any deposit and charge for non-recoverable costs. If the customer is not present, refuses access, or prevents the move from proceeding on the agreed date, this may be treated as a late cancellation or failed booking.
We may cancel or reschedule a booking if circumstances beyond our reasonable control make it unsafe, unlawful, or impractical to proceed. Such circumstances may include severe weather, vehicle breakdown, road closures, traffic disruption, staff illness, strikes, fire, flood, accident, or restrictions imposed by authorities. Where we cancel for reasons within our control, we will aim to offer an alternative date or refund any prepaid amounts for services not provided. We will not be liable for losses arising from cancellation or delay caused by events outside our reasonable control.
Force majeure refers to events that are not reasonably foreseeable or preventable and that materially affect performance of the service. If a force majeure event occurs, we may suspend, delay, or terminate the affected booking without liability for indirect losses. Reasonable efforts will be made to resume services when conditions allow, but neither party will be required to do anything that would expose people, property, or vehicles to unacceptable risk.
Customer Responsibilities The customer must pack items appropriately unless packing has been specifically included in the booking. Boxes should be closed securely, clearly labelled where necessary, and not overfilled. Fragile or high-value items should be declared in advance and protected using suitable materials. The customer must also ensure that appliances are disconnected, fuel and water are drained where required, and that any items needing professional disassembly or reconnection are identified before the move. We are not responsible for delays caused by undismantled items or unsafe packing.
The customer must not include prohibited, hazardous, illegal, or dangerous items in the load unless we have expressly agreed in advance and the law permits us to carry them. Prohibited items may include flammable liquids, explosives, corrosives, gas cylinders, live animals, perishable goods, and any substance that could endanger personnel or damage property. If such items are discovered, we may refuse to transport them, remove them from the vehicle, or terminate the service if the risk is serious.
The customer remains responsible for checking that nothing of exceptional sentimental, financial, or confidential value has been left behind before completion of the move. Once items have been loaded, the customer should inspect the property to confirm that all intended goods are present and that any items not to be moved have been clearly separated. Where keys are handed over or a property is left unattended, the customer must ensure that adequate arrangements exist for security and access.
Liability We will exercise reasonable care and skill when providing the services. However, our liability is limited to loss or damage caused by our negligence, breach of contract, or wilful misconduct, subject to the exclusions and caps set out in these terms and any rights the customer may have under law. We are not responsible for pre-existing damage, ordinary wear and tear, inherent defects, deterioration, or loss caused by inadequate packing by the customer. Items of fragile nature must be packed and labelled appropriately, or the customer must specifically request and pay for professional packing where available.
Where we are liable for damage to goods, our liability may be limited to repair, replacement, or a monetary amount reflecting the lesser of the item’s depreciated value and the reasonable cost of repair or replacement, unless a higher value has been declared and accepted in writing before the move. The customer must notify us of any loss or damage as soon as reasonably practicable and in any event within a reasonable period after completion of the service. Failure to give timely notice may affect our ability to investigate the claim.
We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Subject to that, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress. Our total liability for any claim arising from one booking will not exceed the amount paid or payable for the service in question, except where mandatory law requires a different limit.
Waste Regulations and Disposal Where the service includes removal of unwanted items, waste, or packaging, all disposal will be handled in accordance with applicable UK waste laws and environmental regulations. We may only collect, transport, recycle, donate, or dispose of waste where lawful and where the contents have been described honestly by the customer. The customer must not conceal hazardous waste, electrical waste, clinical waste, asbestos, chemicals, paint, oils, batteries, or any regulated material unless we have explicitly agreed to handle it in compliance with the relevant rules.
The customer may be asked to separate items for reuse, recycling, or disposal. We reserve the right to refuse any item that is unsafe, contaminated, unlawfully disposed of, or incorrectly described. Any waste transferred to us becomes subject to our handling process only once lawful acceptance has occurred. Where a disposal charge has been quoted, it covers the agreed scope only and may change if the volume, weight, classification, or treatment requirement differs from the information supplied at booking.
We may arrange disposal through licensed carriers, authorised facilities, or appropriate recycling streams. The customer agrees to provide any necessary information about the contents, origin, and condition of items to be disposed of. If the customer asks us to remove waste that is later found to be controlled, misdescribed, or contaminated, the customer may be responsible for additional costs, penalties, or compliance expenses arising from that misdescription, subject to the limits imposed by law.
Access, Delays, and Storage If access to the pickup or delivery address is restricted, we may need to adapt the service using alternative methods or equipment. Any time spent waiting due to lack of access, missing keys, lift failures, or unavailable parking may be charged. If the customer asks us to store goods temporarily, separate storage terms may apply, including charges for collection, handling, security, and retrieval. Storage may be subject to capacity limits and standard operating conditions.
We will not be responsible for delays caused by events outside our control, including heavy traffic, road closures, strikes, adverse weather, or actions of third parties. Estimated arrival and completion times are provided in good faith but are not guarantees unless expressly stated in writing. Where a delay is likely, we will take reasonable steps to update the customer. If the customer insists on continuing despite a delay or access issue, additional time and vehicle use may be charged according to the booking terms.
Nothing in these terms affects the customer’s statutory rights. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law. Any failure by us to enforce a right or remedy on one occasion does not amount to a waiver of that right or remedy on any other occasion.
Complaints, Lawful Use, and Governing Law If the customer is dissatisfied with any aspect of the service, concerns should be raised promptly so that we may investigate and, where appropriate, take reasonable remedial action. Any complaint should be supported by relevant details and evidence where available. We will assess complaints fairly and in line with applicable consumer and contract law. A complaint process does not prevent the customer from pursuing any legal rights available to them.
The customer must not use the service for unlawful purposes or request us to assist with conduct that would breach any law, regulation, or court order. We may refuse to carry out any instruction that appears unsafe, unlawful, abusive, or outside the agreed scope of work. These terms, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, unless mandatory law provides otherwise.
The parties agree to act reasonably and in good faith throughout the booking and service period. Any written variation to these terms must be approved by us before it becomes effective. These terms are designed to create a fair and practical framework for customers using Kingstonuponthames Removals, while preserving the legal rights and responsibilities of both parties. By proceeding with a booking, the customer acknowledges that they have read, understood, and accepted these conditions.