Removals Kingston upon Thames Terms and Conditions
These Terms and Conditions set out the basis on which we provide domestic and commercial removals and associated services in Kingston upon Thames and surrounding areas. By making a booking, confirming a quotation or allowing our staff to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for our services.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Company means the removals business providing the services.
Customer means the individual, partnership, company or organisation that contracts with the Company for the provision of services.
Services means removals, packing, unpacking, loading, unloading, transport, storage, and any related services provided by the Company as set out in a written quotation or confirmation.
Goods means any items, furniture, belongings or other property that the Company agrees to handle, move, pack, store or transport.
Service Address means the collection address, delivery address and any other addresses at or between which the Services are to be provided.
2. Scope of Services
The Company provides removal and associated services for residential and commercial customers, including but not limited to local moves within Kingston upon Thames and longer-distance moves within the United Kingdom. The precise nature and scope of the Services will be set out in a quotation or written confirmation provided to the Customer.
The Company is under no obligation to provide any services that are not expressly agreed in writing. Any additional services requested on the day of the move are subject to availability of staff and vehicles, and to additional charges as determined by the Company.
3. Quotations and Pricing
All quotations are provided free of charge and are usually based on the information supplied by the Customer, which may include a description of the Goods, access details for all relevant addresses, distance between properties, and any special requirements such as packing, dismantling or storage.
Quotations are normally valid for a limited period as stated on the quotation. If no period is stated, the quotation will be valid for 30 days from the date of issue, subject to availability. The Company reserves the right to revise a quotation if the Customer's requirements change, if access at any Service Address is significantly different from that described, if there are delays beyond the control of the Company, or if additional Goods or services are requested.
Unless otherwise stated, prices are exclusive of any tolls, congestion charges, parking charges, ferry charges or similar costs, which will be payable by the Customer in addition to the quoted price where applicable.
4. Booking Process
A booking is not confirmed until the Company has issued written confirmation, which may be in the form of a booking confirmation document or message. The Customer is responsible for checking that the details of the booking are accurate and must notify the Company promptly of any errors or changes required.
The Company may require a deposit or prepayment to secure the booking. If a deposit is requested, the booking will only be confirmed once the Company has received cleared funds for that deposit. The Company reserves the right to release any provisional booking where the deposit has not been paid by the specified deadline.
The Customer must provide accurate and complete information regarding the volume and nature of the Goods, access constraints, parking arrangements, and any special handling requirements. The Company is entitled to rely on the information provided and is not responsible for any issues or additional costs arising from inaccurate or incomplete information supplied by the Customer.
5. Customer Obligations
The Customer must ensure that all Goods are ready for collection at the agreed time and that adequate access and parking are available for the Company’s vehicles at all relevant addresses. The Customer is responsible for obtaining and paying for any necessary parking permits, suspensions or permissions that may be required for the move.
The Customer must ensure that all items are properly packed, secured and labelled, unless the Company has expressly agreed to provide packing services. Fragile or high-value items should be clearly identified and, where appropriate, packed separately. The Customer must remove and keep in their own custody any valuables such as money, jewellery, important documents, or other irreplaceable items, as these are not covered by the Company’s standard liability provisions.
The Customer must be present, or represented by an authorised person, at the collection and delivery addresses to direct the placement of Goods and to sign any relevant documentation. If no such person is available, the Company will proceed using reasonable judgement and the Company’s decision on placement, loading and unloading of Goods will be final in such circumstances.
6. Payments and Charges
Unless otherwise agreed in writing, full payment for the Services is due no later than the day of the move and, in any event, before unloading is completed at the final destination. The Company reserves the right to require payment in advance.
Payment methods will be indicated in the quotation or confirmation. The Customer is responsible for ensuring that cleared funds are available on or before the due date. The Company may charge interest on overdue amounts at the statutory rate applicable to late payments under UK law, accruing on a daily basis from the due date until payment is received in full.
If the Customer fails to pay any sum due to the Company, the Company may suspend performance of the Services, retain possession of any Goods in its custody, and, after giving reasonable notice, sell or dispose of such Goods to recover unpaid charges and reasonable costs incurred.
7. Cancellations and Postponements
If the Customer wishes to cancel or postpone a booking, the Customer must notify the Company as soon as reasonably practicable. The following charges may apply, unless otherwise stated in the quotation or confirmation.
Where cancellation or postponement is made more than 7 days before the scheduled move date, no cancellation fee will normally be charged, although any non-refundable third-party fees already incurred may be payable.
Where cancellation or postponement is made between 3 and 7 days before the scheduled move date, the Company may charge up to 50 percent of the quoted price.
Where cancellation or postponement is made less than 3 days before the scheduled move date, the Company may charge up to 100 percent of the quoted price.
If the Company is unable to perform the Services as a result of circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, industrial action or unexpected illness of key staff, the Company may cancel or postpone the Services. In such cases, the Company will seek to agree an alternative date with the Customer and will refund any amounts paid for Services not provided, but will not be liable for any consequential loss.
8. Access, Parking and Property Conditions
The Customer must ensure that reasonable access is available at all Service Addresses, including access for vehicles, safe stairs or lifts, and adequate space to manoeuvre large items. The Customer must inform the Company in advance of any access restrictions, such as narrow roads, height limits, internal staircases, limited lift access or long carrying distances.
If, in the opinion of the Company’s staff, the access conditions pose a safety risk or are likely to cause damage to property or Goods, the Company may decline to move certain items or may require the Customer to sign a waiver acknowledging the risk. Additional charges may apply where access is more difficult than reasonably anticipated, where parking is not available within a reasonable distance of the entrance, or where the move takes longer than estimated as a result.
9. Liability for Loss or Damage
The Company will take reasonable care when handling, packing, loading, transporting and unloading the Goods. The Company’s liability for loss of or damage to Goods is, however, limited as set out in this section.
Unless otherwise agreed in writing, the Company’s total liability for loss of or damage to the Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable cost of repair or replacement, subject to any overall limit specified in the quotation or confirmation. The Customer is encouraged to arrange appropriate insurance cover for Goods of high value.
The Company will not be liable for loss of or damage to the following types of items unless specifically declared and agreed in writing in advance: jewellery, watches, precious metals, stones or furs; cash, credit or debit cards, vouchers or financial instruments; important documents, manuscripts or data; items of sentimental value; plants or perishable goods; animals or living creatures.
The Company will not be liable for any loss or damage caused by wear and tear, inherent defect, poor construction or pre-existing damage; for deterioration of Goods that are inadequately packed by the Customer; for damage arising from movement of goods inside Customer-packed boxes; or for any loss where the Customer has failed to provide an accurate description of the Goods or access conditions.
The Company will not be liable for any indirect or consequential loss, such as loss of profit, loss of opportunity, or loss of enjoyment, even if the Company has been advised of the possibility of such loss.
10. Reporting Damage or Loss
The Customer must inspect the Goods and the property at the delivery address as soon as reasonably practicable after completion of the Services. Any visible damage or loss should be reported to the Company’s staff on the day of the move and recorded on any relevant documentation where possible.
Any claim for damage or loss must be notified to the Company in writing within 7 days of the move date, or within such other period as may be stated in the quotation or confirmation. The notification must include reasonable details of the alleged damage or loss. The Company may request photographs, receipts, repair estimates or other supporting evidence. Failure to notify within the required period may prejudice the Company’s ability to investigate the matter and may affect the handling of any claim.
11. Exclusions and Customer Risk
Certain tasks may be performed at the Customer’s risk. If the Customer insists on moving items against the advice of the Company’s staff, or requests that Goods be carried through or placed in areas where there is a significant risk of damage, the Company may require a written acknowledgement that such work is carried out at the Customer’s risk. In such circumstances, the Company’s liability may be limited or excluded in respect of any resulting loss or damage.
The Company will not be responsible for any damage to driveways, paths, lawns or other surfaces caused by the weight or movement of vehicles where the Customer has requested or permitted that vehicles be driven onto such areas.
12. Waste, Disposal and Environmental Regulations
The Company is not a licensed waste carrier unless expressly stated. The Company cannot remove, transport or dispose of household waste, building rubble, hazardous materials or any items which fall outside normal household or office contents, except where this has been specifically agreed and is compliant with UK waste and environmental regulations.
The Customer must not present for removal any items that are prohibited under applicable waste, environmental or transport regulations. This includes, but is not limited to, flammable, explosive or corrosive materials, gas cylinders, fuel, chemicals, asbestos, medical or biological waste, or any illegal substances. If such items are discovered, the Company may refuse to move them, and the Customer will be responsible for any associated costs or penalties.
Where the Company agrees to remove unwanted items for disposal, such work will be charged separately, and the Company will dispose of such items only at authorised facilities in accordance with applicable regulations. The Customer confirms that they have the right to dispose of the items and that such disposal does not breach any legal or regulatory requirements.
13. Delays and Waiting Time
The Company will use reasonable efforts to carry out the Services at the agreed time, but any timings are estimates only and are not guaranteed unless expressly confirmed as such. The Company is not liable for delays caused by factors beyond its reasonable control, including but not limited to traffic, accidents, roadworks, weather conditions, issues with keys or access, or delays caused by third parties such as solicitors or estate agents.
Where the Company’s staff and vehicles are kept waiting beyond a reasonable period due to delays outside the Company’s control, additional waiting time charges may apply at the Company’s prevailing hourly rate or as set out in the quotation.
14. Storage Services
If the Services include storage of Goods, the Company will store the Goods in a suitable facility, which may be operated by the Company or by a third party acting on behalf of the Company. The Customer’s Goods may be stored alongside or combined with other customers’ goods in a shared area, but will be appropriately inventoried or containerised.
Storage charges will be payable in advance at the agreed intervals. The Company may refuse to release Goods from storage until all outstanding charges, including any removal or delivery charges, have been paid in full. If the Customer fails to pay storage or associated charges, the Company may exercise a lien over the Goods and, after giving reasonable notice, may sell or dispose of some or all of the Goods to recover unpaid sums and reasonable costs incurred.
15. Insurance
The Company maintains appropriate levels of insurance for its business activities. Details of standard cover, including any limits and exclusions, are available from the Company on request. The Customer remains responsible for ensuring that the level of cover is adequate for their needs. For high-value or unusual items, the Customer is strongly advised to arrange additional insurance at their own expense if required.
16. Complaints and Dispute Resolution
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 addressed promptly. The Company will aim to investigate any complaint and respond within a reasonable timeframe, proposing a solution where appropriate.
If a dispute cannot be resolved directly between the parties, either party may consider using an independent mediation or alternative dispute resolution service, where available. This does not affect the right of either party to commence legal proceedings in the courts of England and Wales.
17. Data Protection and Privacy
The Company will collect and process personal data about the Customer for the purposes of arranging and performing the Services, handling payments, and complying with legal obligations. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary for the performance of the Services, for legal compliance, or with the Customer’s consent.
The Customer has rights under applicable data protection legislation to access certain information held about them and to request correction of inaccurate data. Further details of how the Company handles personal data may be explained in its privacy information, which is available on request.
18. Variation of Terms
The Company may vary these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking or quotation acceptance will normally apply to that contract, unless a change is required by law or regulation. Any variations to these Terms and Conditions proposed by the Customer will not be binding unless expressly agreed in writing by an authorised representative of the Company.
19. Severability
If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid or unenforceable, that provision will be deemed deleted, but the remaining provisions will continue in full force and effect. The parties shall seek to agree a valid replacement provision that comes as close as possible to the original commercial intention.
20. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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, the Services provided, or any related matters.
By proceeding with a booking or allowing the Company to commence work, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.
