South Kensington Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which South Kensington Removals provides removal, relocation, packing, storage coordination and associated services to private and business customers within the United Kingdom. By making a booking or allowing our team to commence work, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Company means South Kensington Removals.

Customer means the person, firm or organisation requesting the services of the Company.

Services means any removal, packing, loading, transport, unloading, furniture assembly or disassembly, storage coordination, waste handling or related services supplied by the Company.

Premises means any property, building or location from which or to which the Services are provided.

Goods means any personal effects, furniture, equipment or other items in respect of which the Services are provided.

2. Scope of Services

The Company provides domestic and commercial removal services, which may include packing and unpacking, dismantling and reassembly of certain items, loading and unloading of vehicles, transportation of Goods, and where agreed, coordination with storage facilities. The precise scope of the Services will be set out in the quotation or booking confirmation.

The Company does not provide professional trade services such as plumbing, electrical, or gas works, and does not undertake structural alterations to any Premises. Any such work must be arranged by the Customer with appropriately qualified contractors.

3. Booking Process

3.1 Enquiries and quotations

Customers may request a quotation by providing accurate details of the Premises, access conditions, the quantity and type of Goods, and any special requirements. Quotations may be given based on information supplied by the Customer or following a site visit or video survey.

Unless otherwise stated, quotations are estimates only and are not binding if information given by the Customer is incomplete or inaccurate, or if circumstances change before the date of the move.

3.2 Acceptance of quotation

A booking is not confirmed until the Customer has expressly accepted the quotation and the Company has issued a booking confirmation. Acceptance may be made in writing or verbally, subject to the Company’s confirmation of availability.

By confirming a booking, the Customer warrants that they are the owner of the Goods or are otherwise authorised to enter into this agreement on behalf of the owner.

3.3 Changes to booking

Any changes to the date, time, Premises, access details, or scope of the Services must be communicated to the Company as soon as reasonably possible. The Company reserves the right to revise the quotation, adjust charges or decline the revised booking if the changes are material or if resources are no longer available.

4. Access, Parking and Customer Obligations

The Customer is responsible for ensuring that the Company has suitable and lawful access to the Premises at the agreed times, including arranging any required parking permissions or permits and communicating relevant restrictions or limitations in advance.

If suitable access or parking cannot be obtained, the Company may charge waiting time or additional labour, or in extreme cases cancel the Services and charge a reasonable fee to cover costs incurred.

The Customer must be present or represented by an authorised person at the Premises during the loading and unloading of Goods, unless otherwise agreed. The Customer or their representative must check that all Goods have been collected and delivered as required before the Company leaves the Premises.

5. Packing and Preparation of Goods

Unless otherwise agreed in writing, the Customer is responsible for ensuring that all Goods are properly packed and prepared for transport, and that all boxes are securely sealed and appropriately labelled. Fragile items must be clearly identified.

If the Company provides packing services, the Customer must give clear instructions and make all Goods accessible at the agreed time. The Company may refuse to pack items that are unsafe, prohibited, excessively dirty, infested, or otherwise unsuitable for transport.

The Customer must remove and separately transport any items of exceptional value where reasonable to do so, such as jewellery, cash, important documents, and small high-value electronic devices.

6. Excluded and Hazardous Items

The Company will not carry or store any items that are illegal, dangerous, explosive, corrosive, flammable, perishable beyond a reasonable period, or otherwise likely to cause harm or damage. Examples include but are not limited to gas cylinders, fuels, chemicals, paint thinners, firearms and ammunition, illegal substances, toxic materials, and any items classified as hazardous under applicable law.

The Customer must disclose in advance any items that may pose a risk or require special handling. The Company reserves the right to refuse carriage or handling of any such items, or to dispose of them in a lawful manner at the Customer’s expense if discovered after commencement of the Services.

7. Payments and Charges

7.1 Pricing

Charges are based on the scope of Services, time required, distance, number of staff, vehicle size, and any additional services agreed. The Company may charge by fixed price, hourly rate, or a combination of both, as detailed in the quotation or booking confirmation.

7.2 Deposits and balance

The Company may require a deposit to secure a booking. Deposits are payable by the date specified and are generally non-refundable except where otherwise stated in these Terms and Conditions or required by law.

Unless otherwise agreed, the balance of any charges is payable on or before the day the Services are provided. The Company reserves the right to withhold commencement or completion of Services until full payment has been received.

7.3 Overtime and additional charges

Additional charges may apply where the work takes longer than estimated due to reasons outside the Company’s control, including but not limited to delayed access, waiting time, unexpected additional Goods, complex dismantling or reassembly, or restricted access at the Premises.

All reasonable additional charges will be explained to the Customer and payable in accordance with the Company’s standard payment terms.

7.4 Non-payment

If the Customer fails to pay any amount due, the Company may charge interest on overdue sums at the statutory rate and may retain possession of Goods in its custody until payment is received in full. The Company may also seek recovery of costs reasonably incurred in pursuing overdue payments.

8. Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible. The following will generally apply, unless otherwise stated in the quotation or booking confirmation.

Where cancellation or postponement occurs more than a reasonable period before the scheduled start time, any deposit may be refunded or transferred at the Company’s discretion, subject to administrative costs.

Where cancellation or postponement occurs closer to the scheduled date, the Company may charge a cancellation fee to cover loss of work and costs incurred. The specific timeframes and fees will be as per the Company’s current cancellation policy, which may vary depending on the scale of the Service.

If the Company needs to cancel or postpone due to circumstances beyond its reasonable control, it will inform the Customer as soon as practical and will seek to reschedule where possible. In such cases, the Company will not be liable for any indirect or consequential losses arising from the cancellation.

9. Liability and Limitations

9.1 Duty of care

The Company will exercise reasonable care and skill when providing the Services and handling the Customer’s Goods. However, the Company’s liability is subject to the limitations set out in this section.

9.2 Exclusions

The Company will not be liable for loss, damage, or delay arising from circumstances beyond its reasonable control, including but not limited to severe weather, traffic conditions, road closures, accidents, acts of third parties, or public authority actions.

The Company will not be liable for pre-existing damage, inherent defects, normal wear and tear, or deterioration of Goods due to their condition or nature, including the fragility of items that are not adequately packed.

9.3 Limits of liability

Unless otherwise agreed in writing, the Company’s liability for loss of or damage to Goods while in its care shall be limited to a reasonable amount per item or per job, having regard to the value of the Goods and the charges paid for the Services. Customers are encouraged to arrange their own insurance cover for high-value items or where additional protection is required.

The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of opportunity, or emotional distress, except where such loss cannot lawfully be excluded under applicable law.

9.4 Claims

Any apparent loss or damage must be reported to the Company at the earliest opportunity and in any event within a reasonable period after completion of the Services. The Customer must give the Company a fair opportunity to inspect alleged damage before any repair or disposal is undertaken.

10. Waste, Disposal and Environmental Regulations

The Company complies with applicable waste and environmental regulations, including rules on the carriage and disposal of household and commercial waste. The Company is not a general waste carrier and will only remove items designated for disposal where this has been expressly agreed in advance.

Where disposal services are provided, the Customer confirms that they have the right to dispose of the items and that the items do not include hazardous or prohibited waste. The Company will dispose of such items only through lawful channels and may apply separate charges to cover tipping, recycling, or specialist handling fees.

The Company reserves the right to refuse to remove any items that are contaminated, unsafe, infested, or otherwise unsuitable for handling, and may require the Customer to engage specialist waste contractors where necessary.

11. Customer Responsibilities

The Customer is responsible for

Ensuring that all Goods to be moved are clearly identified.

Securing valuable, fragile, or delicate items appropriately.

Ensuring that all appliances are safely disconnected and drained before the move.

Ensuring that all required permissions, permits and consents for access, parking and loading are obtained in advance.

Providing accurate information regarding the Premises, access, and the nature and quantity of Goods.

12. Company Rights to Suspend or Terminate

The Company may suspend or terminate the provision of Services immediately if the Customer fails to comply with these Terms and Conditions, behaves in an abusive or threatening manner towards staff, requests illegal or unsafe actions, or fails to pay any due amounts.

In such cases, the Customer may be liable for reasonable costs and losses incurred by the Company as a result of the suspension or termination.

13. Data Protection and Privacy

The Company will handle personal data in accordance with applicable data protection laws. Personal information provided by the Customer will be used to manage bookings, provide Services, process payments, and where agreed, communicate relevant information about the Company’s services.

Personal data will not be sold to third parties. It may be shared with third party providers only where necessary to perform the Services or to comply with legal obligations.

14. Complaints and Dispute Resolution

The Company aims to provide a professional service at all times. If the Customer is dissatisfied, they should raise the issue with the Company as soon as possible so that it may be investigated and addressed promptly.

The Company will seek to resolve complaints amicably in the first instance. If a dispute cannot be settled through discussion, either party may consider using an appropriate alternative dispute resolution scheme or seek remedies through the courts as permitted by law.

15. 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 courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising under or in connection with these Terms and Conditions, subject to any mandatory legal rights the Customer may have as a consumer.

16. General Provisions

If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or discussions.

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply unless changes are required by law.