Service Terms and Conditions for Kentish Town Removal Company

These Terms and Conditions set out the basis on which we provide household and commercial removal, packing, transport, storage coordination and related services within Kentish Town and surrounding areas. By making a booking with us, you agree that these Terms and Conditions will apply to all services we carry out for you, unless we agree otherwise in writing.

These Terms and Conditions are intended for customers in the United Kingdom and are governed by the laws of England and Wales. If you have any questions about these terms, you should seek independent legal advice before confirming your booking.

1. Definitions

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

Company means the removal company providing the services.

Customer means the person, firm or organisation that makes the booking and is responsible for payment.

Services means any removal, packing, loading, unloading, transport, relocation, storage coordination, waste removal coordination or related services that we agree to provide.

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

Goods means the items, belongings and furniture that are the subject of the Services.

Contract means the agreement between the Company and the Customer which incorporates these Terms and Conditions.

2. Booking Process

2.1 You may request a quotation for our Services by providing accurate information regarding the Premises, access conditions, the quantity and nature of the Goods, and your preferred dates for the move. Quotations will normally be based on the information you provide and any inspection we may carry out.

2.2 Any quotation we issue is an offer and does not create a binding contract until you confirm acceptance and we issue a booking confirmation. Quotations are valid for the period stated on the quotation or, if no period is stated, for 30 days from the date of issue, subject to availability of resources and any changes to our costs.

2.3 The Contract is formed when we confirm your booking in writing or by other agreed means. You should check the details of the booking confirmation carefully and notify us promptly of any errors or changes required.

2.4 Our quotation is based on the information provided by you. If the information proves to be incomplete or inaccurate, or if additional work is required that was not reasonably apparent at the time of quotation, we may adjust the price accordingly. This may include, for example, additional floors, restricted access, delays beyond our control, or extra Goods not originally declared.

2.5 We reserve the right to decline a booking for any reason, including but not limited to safety concerns, access restrictions, or the nature of the Goods.

3. Services and Customer Responsibilities

3.1 We will carry out the Services with reasonable care and skill, using suitable vehicles and equipment, and using trained personnel appropriate for the work required.

3.2 Unless specifically agreed, our Services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, removal of fixtures or fittings, or any work involving plumbing, electrics, gas or structural alterations.

3.3 You are responsible for ensuring that:

a. You are the owner of the Goods, or have full authority from the owner to enter into the Contract and allow us to carry out the Services.

b. Adequate and suitable access is available at all Premises, including access for our vehicles, clear walkways, and safe loading and unloading points.

c. All necessary parking arrangements, permits and consents are obtained in time for the Services.

d. The Goods are properly packed and prepared for transport, where we have not agreed to provide packing services.

e. All fragile, valuable or delicate items are clearly identified to us in advance.

3.4 You agree not to include in the Goods any items that are hazardous, illegal, perishable, explosive or otherwise unsuitable for removal or transport, including but not limited to gas cylinders, flammable liquids, firearms, drugs, or live animals. We may refuse to handle any items which we reasonably believe to present a risk or be prohibited.

3.5 We may refuse to proceed with all or part of the Services if, in our reasonable opinion, the Premises or working conditions are unsafe, or if your instructions conflict with health and safety requirements or applicable regulations.

4. Payments and Charges

4.1 Unless otherwise agreed, you must pay a deposit at the time of booking, with the balance of all charges payable no later than the date of the move and, in any event, before unloading is completed.

4.2 Payment is due in the form and manner specified in your quotation or booking confirmation. We reserve the right to refuse to commence or continue with the Services if payment is not received in accordance with the agreed terms.

4.3 If the Services are extended due to delays beyond our reasonable control, including but not limited to waiting times caused by keys not being available, access not being ready, or documentation delays, we may charge additional waiting time or labour at our standard rates. These rates will be made available to you on request.

4.4 All prices quoted are exclusive of any applicable taxes, government charges or levies, unless expressly stated otherwise. If such taxes or charges change or are introduced after the quotation is issued, we may adjust the total charges accordingly.

4.5 If you fail to pay any amount due under the Contract, we may charge interest at the statutory rate on the overdue sum, from the due date until payment is received in full. We may also suspend or terminate any further Services.

5. Cancellations and Postponements

5.1 You may cancel or postpone the Services by giving us notice in writing or by other agreed means. The following charges may apply, calculated as a percentage of the agreed price:

a. More than 10 working days before the move date: no cancellation charge, and any deposit paid may be refunded or credited, subject to any non-refundable costs incurred.

b. Between 5 and 10 working days before the move date: up to 50 per cent of the agreed price.

c. Less than 5 working days before the move date: up to 75 per cent of the agreed price.

d. Less than 48 hours before the move date or on the move date itself: up to 100 per cent of the agreed price.

5.2 If you postpone the move and subsequently rebook within a reasonable period, we may, at our discretion, offset some cancellation charges against the new booking, subject to availability and any cost increases.

5.3 We may cancel or postpone the Services if events occur which are beyond our reasonable control, including but not limited to severe weather, accidents, road closures, vehicle breakdowns, industrial action, or health and safety concerns. In such cases we will seek to agree an alternative date or provide a refund of any payments made for Services not yet performed, but we will not be liable for any indirect losses or consequential costs you may incur.

6. Liability and Limitation

6.1 We will take reasonable care in handling and transporting the Goods. Our liability for loss of or damage to the Goods arising from our negligence or breach of contract is subject to the limitations set out in this section.

6.2 Unless otherwise agreed in writing, our total liability for loss of or damage to the Goods, whether arising in contract, tort or otherwise, will not exceed a reasonable replacement value per item and will be capped at an overall maximum for each move. Details of standard liability limits are available on request and may be stated in your quotation.

6.3 If you require higher protection for your Goods, you must inform us before the Contract is made so that we can discuss alternative arrangements or additional cover. Additional charges may apply.

6.4 We are not liable for:

a. Loss or damage arising from wear and tear, inherent defects, faulty design, fragile or unstable items, or the nature of the Goods themselves.

b. Loss or damage to items that were not packed by us, unless there is clear evidence of mishandling by our personnel.

c. Loss of or damage to cash, jewellery, watches, precious metals, securities, important documents or other high-value items, unless we have expressly agreed in writing to handle such items and you have declared their value.

d. Indirect or consequential losses, including loss of profits, loss of opportunity, or any expenses arising from delays, missed appointments, or similar events.

e. Loss or damage caused by circumstances outside our reasonable control, including but not limited to acts of God, extreme weather, war, terrorism, civil unrest, or government actions.

6.5 You must inspect the Goods and the Premises as soon as reasonably practicable after completion of the Services. Any apparent loss or damage must be reported to us promptly and, in any event, within seven days of completion. Failure to notify within this period may affect your ability to make a claim.

6.6 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.

7. Access, Parking and Delays

7.1 You are responsible for ensuring that suitable parking is available for our vehicles at all Premises, and for obtaining any permits, permissions or authorisations required from local authorities, building managers or landlords.

7.2 If we incur parking charges, fines or penalties as a result of carrying out the Services, and these are not due to our own error, we may recover the full amount from you.

7.3 If access to the Premises is restricted or delayed, or if we are unable to start work on time due to circumstances within your control, we may charge for waiting time or additional labour at our standard rates.

7.4 We will make reasonable efforts to arrive and complete the Services within agreed time frames, but any times stated are estimates only and not guaranteed. We are not liable for delays caused by traffic conditions, road closures, accidents, or other events beyond our reasonable control.

8. Waste, Recycling and Environmental Regulations

8.1 We operate in compliance with relevant UK waste and environmental regulations when handling the removal and disposal of unwanted items. We promote responsible disposal and, where possible, reuse or recycling.

8.2 We are not a general waste carrier unless explicitly stated. If we agree to remove waste or unwanted items, this will be specified in the quotation and may be subject to additional charges based on type, volume and disposal requirements.

8.3 You must not include in the Goods any controlled, hazardous or regulated waste, including but not limited to chemicals, asbestos, medical waste, oil, paint, or electrical items requiring specialist disposal, unless we have expressly agreed in writing to handle such items and made suitable arrangements.

8.4 If we discover prohibited or hazardous waste during the Services, we may refuse to handle it and may require you to arrange for specialist disposal. Any costs, penalties or delays arising from the presence of such items will be your responsibility.

8.5 Where we coordinate disposal or recycling on your behalf, we will use licensed facilities or subcontractors as required by law. However, our responsibility is limited to arranging transport to such facilities. We are not liable for the actions or omissions of third-party waste processors once items have been handed over to them.

9. Insurance

9.1 We maintain appropriate insurance in respect of our legal liabilities for property damage and public liability in the course of providing the Services.

9.2 Our insurance is subject to the policy terms, conditions and exclusions. Copies or summaries of our insurance arrangements are available on request.

9.3 You are encouraged to maintain your own insurance for the Goods during the move, particularly where the value of the Goods exceeds our standard liability limits or where you require specific cover for high-value items.

10. Complaints and Dispute Resolution

10.1 If you are dissatisfied with any aspect of the Services, you should notify us as soon as possible so that we have an opportunity to investigate and, where appropriate, take corrective action.

10.2 We will aim to respond to complaints in a timely and fair manner. You agree to provide any supporting information or evidence reasonably requested to help us assess your complaint.

10.3 If a dispute cannot be resolved informally, either party may seek resolution through mediation or other alternative dispute resolution methods before commencing legal proceedings, where this is practical and appropriate.

11. Data Protection and Privacy

11.1 We will collect and use personal data about you for the purposes of arranging and delivering the Services, administering the Contract, and complying with our legal obligations.

11.2 We will handle your personal data in accordance with applicable UK data protection laws. This may include sharing information with our employees, subcontractors and service providers where reasonably necessary to carry out the Services.

11.3 We will take reasonable steps to keep your personal data secure and to retain it only for as long as necessary for the purposes described above or as required by law.

12. Subcontracting and Assignment

12.1 We may use vetted subcontractors, agents or partner companies to perform some or all of the Services, particularly for larger moves or where specialist equipment is required.

12.2 Where subcontractors are used, we will remain responsible for the performance of the Contract, subject to the limitations of liability set out in these Terms and Conditions.

12.3 You may not assign or transfer your rights or obligations under the Contract without our prior written consent.

13. Termination

13.1 We may terminate the Contract immediately by giving you notice if:

a. You fail to pay any amount due by the required date and do not remedy that failure within a reasonable period after being reminded;

b. You commit a serious breach of these Terms and Conditions that cannot be remedied, or fail to remedy a remediable breach within a reasonable period after being asked to do so;

c. We reasonably suspect that fraud, misrepresentation or unlawful activity is involved in the booking or use of our Services.

13.2 Upon termination, you must pay for all Services performed up to the date of termination, and any unavoidable costs or charges incurred as a result of the termination.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any disputes or claims arising out of or in connection with them or the Services provided, are governed by and construed in accordance with the laws of England and Wales.

14.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

15. General Provisions

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

15.2 No failure or delay by either party to exercise any right or remedy under these Terms and Conditions shall be taken as a waiver of that right or remedy, unless expressly stated in writing.

15.3 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between you and us in relation to the Services, and replace any previous agreements or understandings, whether written or oral.

15.4 We may update or amend these Terms and Conditions from time to time. The version that applies to your Contract will be the version in force on the date your booking is confirmed.