South Kensington Removals Terms and Conditions
These Terms and Conditions govern the provision of removal and associated services by South Kensington Removals to you as a customer. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Company means South Kensington Removals, the removal services provider.
Customer means the person or organisation who requests the services of the Company.
Services means any removal, packing, unpacking, storage, clearance, or related services provided by the Company.
Quotation means the written or verbal estimate provided by the Company setting out the proposed charges for the Services.
Goods means all items to be moved, stored, handled or otherwise dealt with by the Company in the course of providing the Services.
Premises means any property or location from or to which the Services are provided.
2. Scope of Services
The Company provides residential and commercial removal services, including local and regional moves, packing and unpacking services, loading and unloading, and where agreed, furniture disassembly and reassembly. The exact scope of the Services will be as set out in the Quotation and any subsequent written agreement.
Any additional services requested by the Customer that are not included in the original Quotation may incur additional charges. The Company will seek to agree such charges with the Customer before undertaking the additional work wherever reasonably possible.
3. Quotations and Pricing
All Quotations are based on the information supplied by the Customer, including the volume and nature of Goods, access to the Premises, parking arrangements, and the distance of the journey. Quotations are usually provided on a fixed price basis or an hourly rate, as specified to the Customer.
The Company reserves the right to amend the Quotation or apply additional charges if:
1. The information provided by the Customer is inaccurate or incomplete.
2. The Services are not commenced within six months of the date of the Quotation.
3. Additional services are requested or required that were not included within the original Quotation.
4. Access to the Premises is significantly more difficult than disclosed, including but not limited to long carrying distances, narrow staircases, or lack of suitable parking.
5. Work is delayed or extended due to circumstances beyond the Company’s reasonable control, such as traffic congestion, road closures, or delays caused by the Customer or third parties.
All prices are stated in pounds sterling and are exclusive of any applicable taxes or statutory charges unless expressly stated otherwise.
4. Booking Process
A booking is made when the Customer accepts the Quotation and the Company confirms availability for the requested date. Confirmation may be given verbally or in writing. The Company may, at its discretion, require a deposit or prepayment as a condition of confirming the booking.
The Customer is responsible for checking all details in the Quotation and confirmation, including dates, addresses, and the description of the Services. Any discrepancies must be raised promptly so that the Company can make corrections where possible.
The Company reserves the right to decline any booking request without providing a reason, although it will normally inform the Customer where capacity or other operational issues prevent acceptance.
5. Payments and Charges
Unless otherwise agreed in writing, payment for the Services is due on or before the date the Services are carried out. For some bookings, the Company may require part or full payment in advance. The applicable payment terms will be notified to the Customer at the time of booking.
Payments must be made using the methods accepted by the Company at the time of booking. The Customer is responsible for ensuring that funds are received by the Company in cleared form by the due date.
If payment is not made when due, the Company may:
1. Suspend or cancel the provision of the Services.
2. Retain Goods in its possession until payment is received in full.
3. Charge interest on overdue amounts at a reasonable rate, accruing on a daily basis until payment is made.
The Customer will be responsible for all reasonable costs incurred by the Company in recovering overdue sums, including legal and administrative costs.
6. Customer Responsibilities
The Customer agrees to:
1. Provide accurate and complete information about the Goods and the Premises, including any access issues and parking restrictions.
2. Arrange any necessary parking permits or reserve parking spaces for the Company’s vehicles where required.
3. Ensure that the Goods are properly packed, secured, and ready for removal, unless packing services have been agreed with the Company.
4. Remove and secure any valuables, documents, money, jewellery, or similar items before the Services commence.
5. Ensure that any appliances to be moved are disconnected, defrosted, and drained where applicable.
6. Supervise the loading and unloading where necessary and check that all items have been removed or delivered.
The Company will not be responsible for any loss or damage arising from the Customer’s failure to fulfil these responsibilities.
7. Cancellations and Postponements
If the Customer wishes to cancel or postpone the Services, they must notify the Company as soon as possible. The following charges may apply, unless otherwise specified in writing:
1. Cancellation or postponement more than seven days before the scheduled service date may be permitted without charge or with a minimal administrative fee.
2. Cancellation or postponement within seven days but more than 48 hours before the scheduled service date may incur a percentage of the quoted price.
3. Cancellation or postponement within 48 hours of the scheduled service date may incur up to 100 percent of the quoted price.
The exact cancellation terms that apply to your booking will be provided at the time of booking. Where a deposit has been taken, it may be forfeited in the event of a late cancellation.
The Company reserves the right to cancel or reschedule the Services due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdowns, staff illness, or safety concerns. In such cases, the Company will seek to agree an alternative date with the Customer or, if no suitable date can be agreed, will refund any prepayments for services not provided.
8. Access, Parking and Restrictions
The Customer is responsible for ensuring that the Company’s vehicles have adequate access to the Premises, including suitable parking and clear routes for carrying Goods.
Any parking charges, fines, or penalties incurred as a result of inadequate arrangements, miscommunication, or failure to obtain permits may be charged to the Customer where the Customer was responsible for making such arrangements.
If access is significantly restricted or unsafe, the Company may:
1. Refuse to carry out some or all of the Services.
2. Apply additional charges for time spent resolving access issues.
3. Require the Customer to sign a waiver if the Customer insists on proceeding despite warnings of potential risk to Goods or Premises.
9. Exclusions and Prohibited Goods
The Company will not carry, store, or otherwise handle certain items, including but not limited to:
1. Hazardous or dangerous substances such as explosives, flammable liquids, gas cylinders, or chemicals.
2. Illegal items or items obtained unlawfully.
3. Live animals or plants requiring special environmental conditions.
4. Perishable goods that may decay or cause contamination.
5. Items of exceptional value such as jewellery, cash, securities, or irreplaceable documents, unless expressly agreed in writing.
If the Customer includes any prohibited items without disclosing them, the Company may arrange for their disposal at the Customer’s expense and will not be liable for any loss, damage, or penalties arising from their presence.
10. Liability for Loss or Damage
The Company will take reasonable care in handling, transporting, and storing Goods. However, liability for loss or damage is subject to the following provisions.
The Company’s liability for loss or damage to Goods, whether arising from negligence or otherwise, will generally be limited to a reasonable amount per item or per consignment, as notified to the Customer. The Customer is encouraged to arrange appropriate insurance cover for higher-value items or where additional protection is required.
The Company will not be liable for:
1. Loss or damage arising from inherent defects, pre-existing damage, or the fragile nature of items.
2. Damage to flat-packed or self-assembled furniture that is not designed to be moved in an assembled state.
3. Loss of data or damage to electronic equipment where no external damage is evident.
4. Normal wear and tear, minor marks, or superficial damage that is reasonably expected when moving Goods.
5. Indirect or consequential loss, such as loss of profits, loss of opportunity, or stress and inconvenience.
Where damage occurs to Premises, the Company’s liability will be limited to the reasonable cost of repair. The Customer must notify the Company of any alleged loss or damage as soon as reasonably practicable and in any event within a reasonable period after completion of the Services.
11. Insurance and Risk
The risk in the Goods remains with the Customer at all times, except where the Company has expressly agreed to provide insurance cover. Any such cover will be subject to specific terms and limits, which will be provided separately to the Customer if applicable.
The Customer is advised to check their existing household or business insurance policies to ensure that Goods are adequately insured during the move. The Company may be able to suggest options for additional cover but does not provide regulated insurance advice.
12. Waste, Disposal and Environmental Regulations
The Company will handle waste and unwanted items in compliance with applicable waste and environmental regulations. Where the Customer requests disposal of items, the Company will move such items to a licensed facility or transfer them to an authorised carrier where required.
The Customer must not request the Company to dispose of hazardous waste, controlled substances, or items that cannot lawfully be disposed of with general household or commercial waste. If such items are identified, the Company may refuse to handle them and may charge for any costs incurred in dealing with them safely.
Where the Company provides a clearance service, the Customer accepts that items removed for disposal will not be returnable. The Company will take reasonable steps to separate reusable or recyclable items where practicable but cannot guarantee that all items will be recycled.
13. Delays and Events Beyond Our Control
The Company will make reasonable efforts to meet agreed dates and times, but these are not guaranteed. The Company will not be liable for any delay or failure to perform the Services due to events beyond its reasonable control, including but not limited to adverse weather, traffic or transport disruptions, accidents, road closures, civil unrest, or acts of government or authorities.
If such an event occurs, the Company will notify the Customer as soon as reasonably possible and will seek to agree a revised timetable. If performance is materially affected, the Company may cancel or reschedule the Services and will refund any payments for services not provided, subject to reasonable deductions for work already undertaken.
14. Complaints and Claims
If the Customer has any complaint or wishes to make a claim for loss or damage, they should contact the Company as soon as possible, providing full details of the issue and any supporting evidence.
The Customer should inspect the Goods and Premises at the time of completion of the Services wherever possible and raise any immediate concerns with the team on site. This helps the Company to investigate and, where appropriate, resolve issues promptly.
The Company will consider all complaints and claims in good faith and respond within a reasonable time. Any entitlement to compensation will be assessed in accordance with these Terms and Conditions and any applicable law.
15. Data Protection and Privacy
The Company will collect and use personal information about the Customer for the purpose of providing the Services, processing payments, and managing the customer relationship. Personal information will be handled in accordance with applicable data protection law.
The Company will not sell or disclose personal information to third parties except where necessary to provide the Services, comply with legal obligations, or where the Customer has given consent. The Customer has the right to request access to and correction of their personal information held by the Company.
16. Assignment and Subcontracting
The Company may subcontract some or all of the Services to trusted third parties, including other removal operators or specialist contractors, where this is necessary or appropriate for the performance of the Services.
The Company remains responsible for the proper performance of the Services, even where subcontractors are used, and these Terms and Conditions will continue to apply.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a competent authority, that provision will be severed from the remainder of the Terms and Conditions, which will remain valid and enforceable to the fullest extent permitted by law.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, 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 or the Services provided by the Company.
19. Entire Agreement
These Terms and Conditions, together with the Quotation and any written variations agreed between the Company and the Customer, constitute the entire agreement between the parties in relation to the Services. They supersede any prior understandings, representations, or agreements, whether oral or written.
No variation of these Terms and Conditions shall be effective unless agreed in writing by a duly authorised representative of the Company.
By proceeding with a booking and allowing the Services to commence, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.
