Kentishtown Removals Terms and Conditions
These Terms and Conditions set out the basis on which Kentishtown Removals provides domestic and commercial removal, packing, transportation, storage coordination and related services within the United Kingdom. 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 Kentishtown Removals consisting of these Terms and Conditions and any written quotation or confirmation we provide.
We, us, our means Kentishtown Removals.
You, your means the customer, being the person, firm or company who requests our services.
Services means any removal, packing, unpacking, loading, unloading, transportation, storage arrangement, or associated services provided by us.
Goods means all items that we pack, move, handle, transport or store on your behalf.
Premises means any property or location from or to which we provide the Services.
2. Scope of Services
We provide household and office removals, packing and related services primarily within our regular service areas in the United Kingdom. We may agree to provide services beyond these areas by prior arrangement. The exact services to be provided, dates, times and charges will be set out in our written quotation or booking confirmation.
Any additional services not expressly stated in the quotation or booking confirmation, such as dismantling or reassembly of complex furniture, special packing of fragile or high-value items, or transport requiring special equipment, must be agreed in advance and may incur additional charges.
3. Quotation and Booking Process
3.1 Quotation
All quotations are issued in good faith based on the information you provide to us, including property access, volume and type of Goods, distance between addresses, parking arrangements and any special requirements. Quotations may be given after a site visit, video survey or detailed questionnaire. Quotations are normally valid for a limited period as stated on the quotation document.
If the information you provide is incomplete, inaccurate, or subsequently changes, we reserve the right to revise our quotation or apply additional charges to reflect the actual work required.
3.2 Booking Confirmation
Your booking is not confirmed until we have accepted your request and you have received a written booking confirmation from us. We may, at our discretion, require a deposit or full prepayment as a condition of confirming the booking. By confirming the booking you accept these Terms and Conditions on behalf of yourself and any other party benefiting from the Services.
3.3 Changes to Booking
If you wish to change the date, time, addresses or scope of the Services after confirmation, you must notify us as early as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in an adjusted quotation and additional charges, particularly during busy periods or for moves within high-demand service areas.
4. Customer Responsibilities
You agree to:
Provide accurate and complete information about the nature and quantity of Goods, access conditions at all Premises, parking restrictions, and any items requiring special handling.
Ensure that all Goods are packed securely where you choose to do your own packing, and that any self-packed boxes are suitable for transport and clearly labelled where necessary.
Arrange appropriate parking and, where needed, any parking dispensations, permits or loading permissions in good time before the move. Any penalties, fines or additional costs arising from inadequate parking arrangements may be charged to you.
Ensure that our team has safe and reasonable access to the Premises, including stairs, lifts, corridors and entrances, and that the Premises are in a suitable condition for work to be carried out.
Be present, or ensure that an authorised representative is present, during collection and delivery to take responsibility for checking items and providing instructions.
Comply with all laws and regulations applicable to the Goods and Premises, including building regulations and restrictions set by building management where applicable.
5. Items We Do Not Move
Unless we have agreed in writing, we do not handle or transport:
Hazardous, dangerous, explosive or flammable items, including gas bottles, fuel, chemicals, paints and solvents.
Illegal items or Goods obtained unlawfully.
Perishable or refrigerated goods.
Animals, plants that may be restricted, or live organisms.
Cash, negotiable instruments, precious metals, jewellery or other high-value items, unless we have specifically agreed to do so in writing and appropriate arrangements have been made.
If such items are handed to us without our knowledge or agreement, we accept no liability for loss, damage or delay in respect of them.
6. Payments and Charges
6.1 Pricing
Our charges are based on the services described in your quotation or booking confirmation. Pricing may take into account factors such as volume of Goods, distance, number of staff required, access conditions and time estimates.
6.2 Deposits and Prepayment
We may require a deposit or prepayment to secure your booking. The amount and due date will be specified in your quotation or booking confirmation. If payment is not received by the due date, we may cancel or suspend the booking.
6.3 Final Balance
Unless agreed otherwise, any outstanding balance is payable on or before completion of the Services. We reserve the right to withhold delivery of Goods or cease work if payment terms are not complied with.
6.4 Additional Charges
Additional charges may apply in the following circumstances:
Delays caused by circumstances outside our reasonable control, including waiting time due to keys not being available, incomplete packing where this was your responsibility, or restricted access.
Extra services requested on the day of the move that were not part of the original quotation, such as additional packing, dismantling or reassembly of furniture, or additional trips.
Parking fees, congestion charges, tolls, or fines incurred as a direct result of not being able to park lawfully and conveniently, where you were responsible for parking arrangements.
Significant changes to the inventory or access conditions compared to those described when the quotation was prepared.
7. Cancellations and Postponements
7.1 Your Right to Cancel
You may cancel or postpone your booking by giving us written notice. Any applicable cancellation fees will be as stated in your quotation or booking confirmation, or as otherwise communicated to you at the time of booking. Where no specific scale is stated, we reserve the right to charge a reasonable fee to cover our costs and lost opportunity, especially where short notice is given.
7.2 Typical Cancellation Terms
As a general guideline, cancellations or postponements close to the scheduled date may incur higher charges. For example, cancellation with more than a set number of working days notice may incur a lower or no charge, whereas cancellation with shorter notice may be charged at a higher percentage of the agreed price. The specific terms that apply to your booking will be confirmed in writing.
7.3 Our Right to Cancel
We may cancel the Agreement or suspend performance of the Services if:
You fail to pay any sums due by the required date.
You materially breach these Terms and Conditions.
We reasonably believe that carrying out the Services would be unsafe or illegal.
If we cancel for reasons within our control, we will refund any prepayments for Services not yet provided. We will not be liable for any indirect or consequential loss arising from such cancellation.
8. Liability and Insurance
8.1 Our Responsibility for Loss or Damage
We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods is subject to the limitations set out in this section. We are not liable for loss or damage arising from your own neglect, inadequate packing by you, or for pre-existing defects in Goods.
8.2 Exclusions of Liability
We are not liable for:
Loss or damage resulting from normal wear and tear, atmospheric or climatic conditions, or inherent vice of the Goods.
Loss or damage to items that are brittle, poorly assembled, or whose condition made them particularly vulnerable, where we have not carried out the packing.
Loss of data, digital content or software.
Indirect or consequential loss, such as loss of profits, loss of enjoyment, or loss of opportunity.
8.3 Limits of Liability
Unless otherwise agreed in writing, our total liability for loss of or damage to Goods, howsoever arising, shall not exceed a reasonable limit per item or per consignment, subject to any applicable insurance arrangements. You may request additional cover, where available, at an extra cost. We do not exclude or limit our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded under applicable law.
8.4 Notification of Loss or Damage
You must inspect Goods as soon as reasonably practicable after delivery. Any visible loss or damage should be noted on any job sheet or delivery record at the time. You must notify us in writing of any loss or damage as soon as reasonably possible and, in any event, within a reasonable period after the Services have been completed, so that we can investigate and, where appropriate, process any claim.
9. Access, Safety and Property Damage
You are responsible for ensuring that safe and suitable access is available at all Premises. We are not liable for damage to lawns, driveways, paths or other surfaces where we are required by you, or by necessity, to move goods across them in order to perform the Services.
We reserve the right to refuse to move any item that, in our reasonable opinion, cannot be moved safely or may cause damage to the Premises. We may ask you to sign a waiver if you insist on moving items in circumstances where there is a significant risk of damage.
10. Waste and Disposal Regulations
10.1 General Compliance
We comply with applicable UK laws and regulations relating to the handling, transport and disposal of waste. We are not a general waste disposal service and will only remove waste items where this has been specifically agreed as part of the Services.
10.2 Prohibited Waste
We will not remove hazardous, regulated or prohibited waste, including but not limited to chemicals, asbestos, medical waste, gas cylinders, or any items requiring specialist disposal. You are responsible for arranging lawful disposal of such items through appropriate channels.
10.3 Household and Office Rubbish
Where we agree to remove household or office rubbish, this will be subject to additional charges and availability of appropriate waste transfer facilities. All waste removal will be undertaken in accordance with relevant waste carriage and disposal regulations. We may refuse to remove any items that in our reasonable opinion are unsafe, unlawful to carry, or unsuitable for the facilities available.
11. Delays and Events Beyond Our Control
We will make reasonable efforts to carry out the Services on the agreed dates and times. However, we are not liable for delays or failures in performance caused by events beyond our reasonable control, including but not limited to severe weather, traffic disruption, road closures, accidents, mechanical breakdown, industrial disputes, or acts of authorities.
Where an event beyond our control occurs, we will contact you as soon as reasonably possible to inform you and, where feasible, arrange a revised time for performance of the Services. Our obligation to perform is suspended for the duration of the event. If the delay is substantial, either party may have the right to cancel the affected Services, subject to a reasonable allocation of any non-refundable costs.
12. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our Services, you should raise the issue with a member of our team as soon as possible so that we can attempt to resolve matters promptly. If the issue is not resolved at the time, you should submit a written complaint within a reasonable period describing the nature of the problem, the date of the Services and any relevant supporting information.
We will investigate your complaint and respond within a reasonable time frame. Where appropriate, we may offer a remedy such as corrective work, a partial refund or another form of resolution, without prejudice to our contractual rights and limitations of liability.
13. Data Protection and Privacy
We will process any personal information you provide to us in connection with the Services in accordance with applicable data protection laws in the United Kingdom. We will use your information to manage your booking, carry out the Services, process payments, and communicate with you. We may retain records of your booking for a reasonable period for administrative, legal and accounting purposes.
14. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services, 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 the Services, whether of a contractual or non-contractual nature.
15. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Our failure or delay in exercising any right or remedy shall not constitute a waiver of that or any other right or remedy.
We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Agreement unless otherwise agreed in writing. No variation of these Terms and Conditions shall be effective unless agreed in writing by us.
These Terms and Conditions set out the entire agreement between you and us in relation to the Services and supersede any prior representations, communications or understandings, whether written or oral, relating to their subject matter.
