Southkensington Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Southkensington Removals provides domestic and commercial removal services, including packing, loading, transport, unloading, and any agreed ancillary services. By making a booking, requesting a quotation, or allowing our team to begin work, the customer confirms acceptance of these terms. These conditions are intended to create clarity around the moving service, the responsibilities of both parties, and the standards that apply throughout the move. They should be read carefully before confirming any removals service or related arrangement.

In these terms, ???we??�, ???us??�, and ???our??� refer to Southkensington Removals, and ???you??� or ???the customer??� refers to the person or business requesting or receiving the service. References to a removal booking include any arrangement made by telephone, email, online form, or through an authorised representative. Unless otherwise agreed in writing, all services are provided subject to these conditions. If any part of these terms is found unenforceable, the remaining provisions will continue to apply in full.

We reserve the right to amend these terms from time to time to reflect changes in operational practice, legislation, or service structure. The version that applies will ordinarily be the version in force at the time the booking is confirmed. No employee or subcontractor of Southkensington Removals service may vary these terms unless authorised in writing by a director or other authorised representative of the business.

Bookings may be made once we have received the necessary service details, including the move date, collection and delivery points, access information, approximate volume of goods, and any special handling requirements. We may request photographs, inventories, or a pre-move survey in order to provide an accurate quotation and to assess risk. A quotation is usually based on the information supplied by the customer and may be adjusted if the actual circumstances differ materially from those described. Any removal quotation remains valid only for the period stated in it or, if no period is stated, for a reasonable time based on market conditions.

Booking confirmation is subject to availability and receipt of any deposit or booking fee requested. A booking is not guaranteed until it has been acknowledged by us in writing or by another clear form of confirmation. The customer is responsible for checking the confirmation details carefully, including dates, addresses, access notes, and any agreed extra services such as dismantling, packing, or storage transfer. If the customer identifies an error, it should be raised promptly so that it can be corrected before the move date.

We may refuse or cancel a booking where the customer has provided incomplete or misleading information, where access is unsafe or impractical, or where the requested service falls outside our operational scope. In some cases, we may require additional staff, specialist equipment, or a revised schedule if the nature of the property, items, or route changes after booking. Any such adjustments will be discussed with the customer before the service proceeds.

Payments are due in accordance with the agreed quotation or invoice terms. Unless we agree otherwise in writing, deposits are non-refundable where the customer cancels after the booking has been secured and resources have been allocated. Final payment must be made by the method and by the deadline stated on the invoice or confirmation. We may request full or partial payment in advance for certain services, including long-distance moves, storage arrangements, or specialist handling. Prices may include labour, transport, fuel, and standard equipment, but may exclude parking charges, tolls, waiting time, additional access work, or disposal fees unless explicitly stated.

If the scope of the job changes on the day of the move, the price may be adjusted to reflect additional time, manpower, or materials. Examples include unexpected stair carries, poor access, excessive packing, the movement of oversized items, or the need for extra vehicle journeys. Any revised charges will be based on reasonable commercial rates. The customer must ensure that payment is available when due; failure to pay may result in suspension of the service, retention of goods to the extent permitted by law, or recovery action for outstanding sums.

Late payment may attract interest or administrative charges where permitted by law and where stated in the invoice terms. We may also recover reasonable costs associated with collection of unpaid balances. The customer agrees that any chargeback, reversed payment, or disputed payment not based on genuine error may be treated as a breach of contract. All quoted prices are generally exclusive of VAT unless expressly stated otherwise.

Cancellations must be made as soon as possible. The amount payable on cancellation depends on how much notice is given and whether costs have already been incurred. If the customer cancels well in advance, we may at our discretion refund part of any deposit after deducting administrative or planning costs. If cancellation occurs shortly before the move date, the customer may be required to pay a larger proportion of the agreed fee, especially where staff, vehicles, or subcontractors have already been scheduled. This applies to the house removal service and to any business relocation arranged under the same booking conditions.

We may cancel or reschedule a move where circumstances beyond our reasonable control prevent performance, including severe weather, vehicle breakdown, staff illness, road closures, accidents, or access restrictions. In such cases, we will use reasonable efforts to offer an alternative date or suitable arrangement. We are not responsible for losses arising from a lawful cancellation or postponement caused by events outside our control, though we will act reasonably to minimise inconvenience. If the service is postponed, payments already made may be transferred to the revised booking where appropriate.

Customers are expected to be present, or to appoint an authorised representative, throughout loading and unloading unless we have agreed otherwise. Keys, parking permissions, building access codes, and relevant instructions should be available at the agreed time. Delays caused by the customer, the customer???s agents, or third parties may result in waiting charges or a revised delivery schedule. If the customer fails to attend or is unable to provide access, we may treat the booking as cancelled and charge accordingly.

Our liability is limited to the extent permitted by law. We will exercise reasonable care and skill in carrying out the removal service, but we do not accept responsibility for loss or damage caused by pre-existing defects, inadequate packing by the customer, inherent fragility, wear and tear, or items that are improperly secured. Customers should disclose any high-value, fragile, or sentimental items in advance and may be asked to use specialist packing or insurance arrangements where appropriate. Unless expressly agreed in writing, we do not accept liability for money, jewellery, documents, artwork, antiques, or other irreplaceable items.

If damage or loss occurs and is caused by our proven negligence, our liability may be limited to repair, replacement, or a monetary amount that reflects the fair market value of the affected item, subject to any contractual cap and any insurance arrangement in place. We are not liable for indirect or consequential losses, such as loss of profit, missed appointments, business interruption, or emotional distress, except where such limitation is prohibited by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Claims for loss or damage must be notified to us within a reasonable time and in any event as soon as reasonably practicable after discovery. The customer should provide supporting details, including photographs, item descriptions, purchase records where available, and any relevant inventory information. We may inspect the goods, packaging, and location of the incident before agreeing any remedy. Failure to allow such inspection may affect the outcome of a claim.

The customer is responsible for ensuring that goods are suitably packed unless packing has been included in the agreed service. We may refuse to transport items that are unsafe, prohibited, improperly prepared, or likely to cause damage to other goods or property. This includes hazardous materials, flammable substances, gas cylinders, live plants where transport conditions are unsuitable, perishable goods, and items that are illegal to move. The customer must also ensure that appliances are disconnected and prepared correctly before removal unless we have agreed to assist with such tasks.

Where waste, unwanted items, packaging, or disposal materials are included in the service, we will handle them in line with applicable UK waste regulations and environmental obligations. The customer must be clear about what is to be removed as waste and what is to be retained for transport. We may require separation of reusable items from waste, and we reserve the right to decline disposal of materials that are controlled, hazardous, or not properly described. Any waste transferred by us will be managed through lawful routes and appropriate facilities, and the customer agrees to provide accurate information about the nature of the waste.

For the avoidance of doubt, the customer must not place unlawful or dangerous items into boxes or loads for transport. If prohibited items are discovered, we may stop work, request their removal, or notify the appropriate authorities where required. Additional cleaning, decontamination, or specialist handling arising from concealed waste or hazardous materials may be charged to the customer. We may also recover costs where a misdescription of goods or waste causes delay, disposal issues, or regulatory risk.

Property access, parking, lifts, stairways, and building restrictions can significantly affect the service. The customer must obtain any necessary permissions and advise us in advance of time restrictions, concierge rules, loading bay allocations, or permit requirements. If the vehicle cannot park reasonably close to the property or if access is blocked, extra labour or time may be chargeable. We will take reasonable care when moving goods through communal areas, but the customer must ensure that premises are suitable for a standard removal operation.

Any advice we provide regarding packing, lifting, access, or sequencing of the move is given in good faith and based on the information available at the time. Such advice does not amount to a guarantee unless expressly stated in writing. The customer remains responsible for deciding whether items should be moved, disassembled, insured, or handled by specialists. Where we identify a risk to people, property, or goods, we may pause or alter the service until the issue is resolved.

We may use subcontractors, agents, or suitably qualified third parties to perform all or part of the service, provided this does not reduce the standard of care owed under these terms. Any such party will be expected to comply with relevant obligations and instructions. The customer must not hire or instruct our staff outside the agreed service without prior written consent. Any unauthorised arrangement may invalidate certain protections under these terms and may be treated as outside the scope of the contract.

The contract between the customer and Southkensington Removals is governed by the laws of England and Wales. Any dispute or claim arising from or connected with these terms, the quotation, or the services provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If a dispute arises, both parties should first attempt to resolve it in good faith before commencing formal proceedings. This does not prevent either party from seeking urgent injunctive relief where necessary.

These terms are intended to be fair and commercially reasonable. If a court or competent authority decides that any provision is invalid, unlawful, or unenforceable, that provision will be severed or interpreted to the minimum extent necessary, and the remainder will continue in effect. No waiver by us of any breach or default shall be deemed a waiver of any later breach. Any failure to enforce a right immediately does not mean that right has been waived.

By proceeding with the booking and allowing work to begin, the customer confirms that they have read, understood, and agreed to these Southkensington Removals terms. These conditions form the entire agreement between the parties in relation to the services described, unless varied in writing. They are designed to support a professional, safe, and efficient removal service agreement, while ensuring that both customer and provider have a clear understanding of duties, payments, limitations, and lawful handling of goods and waste.