Terms and Conditions

Removals Kingston upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which we provide removals, packing, storage, and related services within Kingston upon Thames and surrounding areas. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Agreement means the contract between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation we issue to you.

Goods means the items that you ask us to move, transport, pack, store, or otherwise handle.

Services means removals, packing, unpacking, loading, unloading, transportation, storage, waste removal where agreed, and any other related services that we agree to provide.

We, us, our means the removal service provider operating under the name Removals Kingston upon Thames.

You, your means the customer who books or uses our services, whether as an individual, business, landlord, tenant, or any other entity.

2. Scope of Services

We provide residential and commercial removals, including loading, transporting, and unloading of goods, as well as optional packing, unpacking, and short-term storage where agreed in advance. Services are provided subject to availability and the terms of any quotation issued to you.

We may refuse to carry certain items, including but not limited to hazardous materials, illegal items, perishable goods, live animals, and items that in our reasonable opinion may cause damage or pose a risk to staff, vehicles, premises, or other goods. It is your responsibility to inform us in advance of any unusual, fragile, or high-value items that require special care or handling.

3. Quotations and Pricing

Any quotation we provide is based on the information you supply at the time of enquiry, including property access, volume of goods, special handling requirements, distance, and any parking constraints in areas such as Kingston upon Thames town centre or nearby residential streets.

Quotations are normally given as a fixed price or estimated price. A fixed price applies where we have agreed a set fee in writing. An estimate is indicative only and may be adjusted if the actual work required differs from the information originally provided.

Unless otherwise stated, quotations do not include charges for parking permits, tolls, congestion or clean air zone fees, storage charges, additional labour, or waste disposal fees. These may be added to the final invoice where applicable.

We reserve the right to revise a quotation if: the work is not carried out within 30 days of the quote date, information supplied was inaccurate or incomplete, access at collection or delivery points is significantly worse than described, or there are unexpected delays or additional services requested on the day.

4. Booking Process

To make a booking you must confirm acceptance of our quotation and these Terms and Conditions. Bookings may be confirmed in writing or by any other method we accept for confirmation. A booking is not final until we acknowledge acceptance and, where required, receive any deposit or pre-payment.

You are responsible for providing accurate details of the addresses, dates, times, access conditions, and a clear inventory of goods to be moved. If you change any material information after booking, we may adjust the price or, in some cases, decline to carry out the work if it is no longer feasible.

We will aim to arrive at the agreed time but timing is not guaranteed. Times may be affected by traffic, access issues, or other factors beyond our control, particularly within busy areas of Kingston upon Thames and surrounding routes. We will use reasonable efforts to keep you informed of any significant delays.

5. Customer Obligations

You agree to:

Ensure that you or an authorised representative is present at both collection and delivery addresses to supervise the work, provide instructions, and sign any relevant paperwork.

Arrange suitable parking and access for our vehicles, including securing any permits that may be required by local authorities. Any penalty charges or parking costs incurred due to lack of arrangements may be added to your invoice.

Pack goods securely and appropriately, unless we have agreed to provide packing services. We are not liable for damage arising from poor or inadequate packing by you or any third party.

Disconnect, defrost, and empty appliances prior to removal and ensure that all fragile items are clearly marked. We do not dismantle or disconnect appliances unless specifically agreed in advance.

Ensure that all goods to be moved are your property or that you have full authority from the owner to move them.

6. Payments and Charges

Unless we agree otherwise in writing, payment is due in full on or before the day of the removal. For some bookings we may require a deposit to secure the date, with the balance payable prior to commencement of work.

We accept payment by the methods we specify at the time of booking. All charges are inclusive or exclusive of VAT as indicated on the quotation or invoice.

If payment is not received when due, we reserve the right to suspend or cancel services, retain goods in our possession, and charge interest on overdue amounts at the statutory rate until payment is made in full. You shall be responsible for any costs we incur in recovering overdue amounts, including reasonable legal fees.

Additional charges may apply where work takes longer than anticipated due to access issues, waiting time, or additional items not declared at the time of booking. Such charges will be calculated at our standard hourly or daily rates.

7. Cancellations and Postponements

You may cancel or postpone your booking by giving us written notice. The following charges will normally apply:

If you cancel more than seven days before the booked date, any deposit paid may be refunded at our discretion, less any reasonable administrative costs.

If you cancel within seven days but more than 48 hours before the booked date, we may retain part or all of your deposit or charge up to 50 percent of the quoted price.

If you cancel within 48 hours of the booked date, we reserve the right to charge up to 100 percent of the quoted price.

If we need to cancel or postpone the booking due to circumstances beyond our reasonable control, including vehicle breakdowns, severe weather, or events affecting access or road networks, we will notify you as soon as practicable and offer an alternative date or a refund of any amounts paid for services not yet performed. We shall not otherwise be liable for any loss or inconvenience arising from such cancellation or postponement.

8. Our Liability for Loss or Damage

We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to goods, property, or fixtures is subject to the limitations set out in this Agreement.

We are not liable for:

Loss or damage arising from your failure to pack goods properly where we have not provided the packing service.

Damage to items that are inherently fragile or have an existing defect, including but not limited to glass, mirrors, artwork, flat-pack furniture, or assembled items not designed for transport.

Damage to the internal workings of electrical or mechanical items unless there is clear evidence of external impact caused by our negligence.

Loss of or damage to items that you have packed in boxes, bags, or containers that are unsuitable or overloaded.

Any indirect, consequential, or economic loss, including loss of profit, income, or opportunity, even if we were advised of the possibility of such loss.

Our total liability for loss or damage to goods in our care, custody, or control shall not exceed the lower of the cost value of the goods or a reasonable replacement value, subject to any specific limits set out in your quotation or insurance arrangements. You are strongly advised to arrange your own insurance cover for goods during removal and transit.

If loss or damage occurs, you must notify us in writing as soon as reasonably possible and in any event within seven days of the date of the removal or delivery, providing full details of the alleged loss or damage. We reserve the right to inspect the items and to require evidence of value and ownership.

9. Property Damage and Access

While we take care when moving goods through properties in Kingston upon Thames and nearby areas, you accept that minor scuffs or marks can sometimes occur, particularly in tight stairwells, hallways, or entrances. We will not be liable for cosmetic damage to walls, floors, or fixtures where access is restricted or where reasonable manoeuvring space is not provided.

You should protect floors, carpets, and surfaces if you are concerned about marking or wear. If we consider that moving certain items is likely to cause significant damage to the property or the goods, we may refuse to move those items unless you provide written confirmation that you accept the associated risk.

10. Waste Regulations and Disposal

We operate in accordance with UK waste and environmental regulations. We are not a general waste carrier unless otherwise agreed and appropriately licensed. Where we agree to remove waste items or dispose of unwanted goods, an additional charge will apply.

You must not present hazardous, chemical, clinical, or prohibited waste for removal. We may refuse to handle any waste we believe may be unsafe or illegal to transport. You remain legally responsible for any waste until it is accepted by an authorised facility or carrier.

Where we provide a clearance or disposal service, we will deliver waste only to registered waste transfer or disposal sites, in compliance with applicable regulations. Any documentation or confirmation of disposal, where provided, will relate only to the items we have actually removed.

11. Storage Services

If we agree to provide storage, we will store your goods in a suitable facility selected by us. Storage charges will be payable in advance and are calculated according to the volume of goods and duration of storage.

While in storage, goods may be moved within the facility as we reasonably require. You are responsible for ensuring that goods are properly insured; our liability remains limited as set out in these Terms and Conditions. Access to stored goods must be arranged in advance and may incur additional handling charges.

12. Insurance

We may hold insurance policies covering our legal liability for loss or damage arising from negligence. This does not replace your responsibility to arrange adequate insurance for your goods, particularly high-value, fragile, or unique items.

It is your responsibility to inform your own insurer of the planned removal or storage and to check whether your household or business insurance covers items in transit and while being handled by a removal company.

13. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should notify us promptly so we can try to resolve the matter. Complaints should be made in writing with full details of the issue and any supporting evidence.

We will review and respond to complaints within a reasonable time frame, and may request further information or an opportunity to inspect any alleged damage. Both parties agree to act in good faith to seek a fair resolution.

14. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, strikes, civil unrest, acts of terrorism, or failure of utilities or transport networks.

15. Data Protection and Privacy

We will collect and process personal data only to the extent necessary to manage your booking, provide services, issue invoices, and comply with legal obligations. We will keep your information secure and will not sell or disclose it to third parties except where required for the performance of the services or by law.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.

You and we 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, whether contractual or non-contractual.

17. General Provisions

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

No waiver of any right or remedy under these Terms and Conditions shall be effective unless in writing and signed by the party granting it. A failure or delay in exercising any right or remedy shall not constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between you and us in relation to the services and supersede all previous discussions, correspondence, or understandings.