Terms and Conditions

Kingston upon Thames Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Kingston upon Thames Removals provides removal and related services to you. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions. These terms apply to all services supplied within the United Kingdom unless otherwise agreed in writing.

1. Definitions

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

1.1 "Company" means Kingston upon Thames Removals, the provider of removal and associated services.

1.2 "Customer" means the individual, partnership, company or organisation that requests or purchases services from the Company.

1.3 "Services" means removal, transport, packing, unpacking, storage, and any other related services provided by the Company.

1.4 "Goods" means all items, furniture, personal belongings, equipment and any other property which is the subject of the Services.

1.5 "Contract" means the agreement between the Customer and the Company incorporating these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Quotations and Pricing

2.1 Any quotation provided by the Company is based on the information supplied by the Customer and is subject to survey or verification where applicable.

2.2 Quotations are normally provided on a fixed fee basis for specified Services. If the scope of work changes, additional charges may apply.

2.3 Quotations are valid for a limited period as stated on the quotation. If no period is stated, the quotation is valid for 30 days from the date of issue.

2.4 Unless clearly stated otherwise in writing, the quoted price does not include customs duties, fees for parking suspensions, tolls, congestion charges, ferry charges, or charges for access equipment such as hoists or lifts. These will be charged in addition where applicable.

2.5 The Company reserves the right to adjust its charges to reflect increases in fuel, labour or other operating costs if the Services are carried out more than 60 days after the date of the quotation.

3. Booking Process

3.1 A booking is deemed to be confirmed only when the Customer has accepted the quotation in writing or by other agreed means and, where required, has paid any deposit specified by the Company.

3.2 The Customer must provide accurate information at the time of booking, including but not limited to:

(a) The addresses for collection and delivery;
(b) Details of property access, such as floor level, lifts, stairs, parking restrictions and distance from vehicle to property;
(c) An accurate inventory of Goods to be moved; and
(d) Any special handling requirements or fragile items.

3.3 If access is substantially different from that described at the time of quotation, or the volume or nature of the Goods is significantly greater than stated, the Company may revise the price or charge a reasonable additional fee at its standard rates.

3.4 Bookings are subject to availability. The Company does not guarantee that specific dates or times will be available until a booking has been confirmed.

4. Customer Responsibilities

4.1 The Customer is responsible for ensuring that:

(a) They are present, or a nominated representative is present, at the collection and delivery addresses throughout the Services;
(b) All Goods are properly packed, secured and labelled where the Customer is responsible for packing;
(c) All items to be moved are ready for transport, with appliances disconnected and drained as necessary;
(d) Appropriate parking or access permissions are arranged where required, including permits for loading and unloading.

4.2 The Customer must not submit for removal or storage any items which are hazardous, illegal, perishable, explosive, highly flammable, corrosive or otherwise dangerous, including but not limited to gas cylinders, paints, solvents, fireworks, firearms, ammunition, or any substances classified as hazardous under applicable regulations.

4.3 The Customer must notify the Company in advance of any items of exceptional value, including but not limited to jewellery, precious metals, important documents, works of art, antiques, collectible items or high value electronics. The Company may refuse to carry such items or may require special arrangements.

5. Payments and Charges

5.1 Unless otherwise agreed in writing, payment for the Services is due as follows:

(a) For domestic removals, full payment is normally required in cleared funds no later than the last working day before the move date;
(b) For commercial moves or ongoing contracts, payment terms will be as stated in the quotation or invoice.

5.2 The Company accepts payment by methods specified in its quotation or invoice. The Company may refuse to commence or continue Services if cleared funds have not been received in accordance with agreed terms.

5.3 Where additional work is requested or required on the move day that falls outside the scope of the quotation, such as extra items, additional journeys, waiting time or access difficulties, the Company may charge in accordance with its current hourly or fixed rates.

5.4 If the Customer fails to pay any amount due, the Company may charge interest on overdue sums at the statutory rate applicable in England and Wales and may withhold delivery of Goods until payment is made in full.

6. Cancellations and Postponements

6.1 If the Customer wishes to cancel or postpone the Services, they must notify the Company as soon as possible in writing or by another agreed method.

6.2 The Company may apply reasonable cancellation or postponement charges as follows, unless otherwise agreed:

(a) More than 7 days before the scheduled move date: no cancellation fee, or a nominal administration charge where stated in the quotation;
(b) Between 3 and 7 days before the move date: up to 50 percent of the quoted price;
(c) Less than 3 days before the move date or on the move date: up to 100 percent of the quoted price.

6.3 If the Services cannot be carried out on the confirmed date due to circumstances beyond the Company’s reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdowns or legal restrictions, the Company will seek to agree an alternative date with the Customer. The Company shall not be liable for any indirect loss or consequential costs arising from such delays.

7. Access, Parking and Delays

7.1 The Customer is responsible for ensuring that suitable access is available at collection and delivery locations, including vehicle access, parking and, where applicable, necessary permits or permissions.

7.2 If the Company’s vehicle cannot park within a reasonable distance of the property, or where there are unforeseen access issues such as narrow doorways, low ceilings, restricted staircases or missing lifts, the Company may charge for additional labour, time or equipment required to complete the Services safely.

7.3 Waiting time caused by circumstances outside the Company’s control, such as delays in obtaining keys, incomplete packing by the Customer, or access being unavailable, may be charged at the Company’s standard hourly rates.

8. Packing and Fragile Items

8.1 Where the Customer has booked a packing service, the Company will use reasonable care and skill in packing the Goods using materials it considers suitable.

8.2 Where the Customer chooses to pack their own Goods, the Company will not be liable for loss or damage arising from inadequate or improper packing, incorrect labelling, or overfilled containers.

8.3 The Customer should clearly label any fragile or delicate items and bring any special handling requirements to the Company’s attention in advance.

9. Waste, Disposal and Environmental Regulations

9.1 The Company is not a licensed waste carrier for general refuse unless specifically stated in the quotation. The Company will not remove household rubbish, food waste, builder’s rubble, garden refuse, or other waste materials unless agreed in advance and permitted by law.

9.2 Where the Company agrees to remove unwanted items for disposal, such items must be clearly identified by the Customer. Additional charges may apply for disposal services, and such charges will be advised where possible in advance.

9.3 The Customer is responsible for ensuring that any items presented for disposal do not include hazardous waste, electrical items requiring special treatment, or materials subject to specific recycling or environmental regulations, unless such disposal has been explicitly agreed.

9.4 The Company will comply with applicable waste and environmental regulations and reserves the right to refuse to carry or dispose of any items where it reasonably believes doing so would breach legal or regulatory requirements.

10. Liability and Limitations

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods shall be limited as set out in this clause.

10.2 Unless otherwise agreed in writing, the Company’s maximum liability for loss of or damage to Goods shall be limited to a reasonable amount per item and in total per move, taking account of the nature and value of the Goods. The Customer should consider arranging separate insurance cover if the standard limits are insufficient.

10.3 The Company shall not be liable for:

(a) Loss or damage arising from war, terrorism, industrial action, natural disasters, or other events beyond its reasonable control;
(b) Loss or damage to items that are fragile or inherently defective, including but not limited to pressed board furniture, items assembled by the Customer, or items with pre-existing damage;
(c) Loss of data or information contained on computers, devices, drives or other electronic equipment;
(d) Indirect or consequential loss, including loss of profits, income, business, opportunity, or enjoyment.

10.4 The Company will not be liable for loss or damage where the Customer has failed to notify it of any special value or sensitivity of the Goods, or where the Customer has instructed the Company to proceed against its advice in relation to safe handling.

10.5 The Customer must inspect Goods as soon as reasonably practicable after completion of the Services and notify the Company in writing of any loss or damage within 7 days. Failure to do so may affect the Company’s ability to investigate or accept responsibility.

11. Exclusions from Liability

11.1 The Company does not exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be excluded under applicable law.

11.2 Subject to clause 11.1, all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent permitted by law.

12. Storage (if applicable)

12.1 Where the Company provides storage, the terms of storage will be as set out in the quotation and any separate storage agreement.

12.2 Storage charges are payable in advance and are subject to periodic review. Failure to pay storage charges may result in the Company exercising a lien over the Goods and, after giving notice, selling or disposing of some or all of the Goods to recover unpaid charges and reasonable costs.

13. Insurance

13.1 The Company maintains insurance to cover its legal liabilities in the course of providing the Services. Details of cover and any applicable limits or exclusions are available on request.

13.2 The Customer is encouraged to arrange additional insurance cover for high value or particularly fragile items, as the Company’s liability may not fully cover the replacement value of such Goods.

14. Complaints

14.1 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 it can be investigated and, where appropriate, resolved.

14.2 All complaints should ideally be submitted in writing, providing a clear description of the issue and any supporting evidence such as photographs or inventory notes.

15. Data Protection

15.1 The Company will collect and use personal information provided by the Customer for the purposes of performing the Contract, administering bookings, and complying with legal obligations.

15.2 The Company will take reasonable steps to protect the security and confidentiality of personal data and will not share such information with third parties except where necessary to perform the Services or where required by law.

16. Termination

16.1 Either party may terminate the Contract if the other commits a material breach of these Terms and Conditions and, where the breach is capable of remedy, fails to remedy it within a reasonable period after being notified.

16.2 The Company may terminate the Contract immediately if it reasonably believes that continuing to provide the Services would be unsafe, unlawful, or would involve handling prohibited or hazardous items.

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 their subject matter or formation, 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 their subject matter or formation.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.

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

18.4 The Company may update or amend these Terms and Conditions from time to time. The applicable version will be the one in force at the time the Customer’s booking is confirmed.