Westkensington Removals Terms and Conditions

These Terms and Conditions set out the basis on which Westkensington Removals provides moving and related services to domestic and commercial customers in the UK. By making a booking, confirming a quote, or allowing our team to begin work, you agree to these terms. They are designed to explain how a removals service is arranged, how charges are calculated, what happens if plans change, and where responsibility lies if issues arise. Please read them carefully before instructing us.

Throughout these Terms, “we”, “us”, and “our” refer to Westkensington Removals, and “you” or “your” refer to the customer making the booking or any person acting on their behalf. These terms apply to all standard removal work, packing services, loading and unloading, storage-related arrangements where agreed, and any associated handling services. They do not affect your statutory rights as a consumer.

A quotation or estimate is based on the information you provide about the volume, access, parking, item types, and any special handling needs. If the details change, the final price or service plan may also change. We may refuse to carry out work that was not disclosed at the time of booking, particularly where the omission affects safety, labour requirements, vehicle size, timing, or compliance with law.

Booking process. A booking is not confirmed until we have accepted the order in writing, by email, text message, online confirmation, or another durable format. If an estimate is issued first, it remains an estimate unless expressly stated as fixed. To secure a booking, we may require a deposit, a card pre-authorisation, or another agreed payment method. You must provide accurate information about the collection and delivery addresses, access restrictions, fragile items, dismantling needs, and any goods requiring specialist handling.

Service scope. We will supply the removal service described in the booking confirmation, which may include packing, transport, furniture protection, loading, unloading, assembly, or storage coordination if specifically agreed. Any additional work requested on the day is subject to availability and may incur extra charges. We are not obliged to undertake tasks that are unsafe, unlawful, or beyond the agreed scope. If you request a change to the service, we may revise the timetable, vehicle allocation, staff numbers, or pricing accordingly.

Access and readiness. You must ensure that property access is available at the scheduled time and that items are ready for removal unless we have agreed to pack or prepare them. This includes arranging parking permissions, lift access, keys, entry codes, and any permits needed to carry out the work. Delays caused by missing access, unprepared goods, or inaccurate instructions may lead to waiting charges or a rescheduled service at your cost. Where access is severely restricted, we may modify the service or withdraw if safe completion is not possible.

Payments. Unless otherwise agreed in writing, payment terms will be stated on the invoice, booking confirmation, or quotation. For standard removals, payment may be required in full before unloading is completed or on the day of service by an accepted method. For larger or multi-day moves, staged payments or a deposit may apply. All prices are quoted in pounds sterling and may be subject to VAT where applicable. We reserve the right to withhold delivery or completion until any outstanding balance is paid.

If payment is made by card, bank transfer, or another electronic method, you must ensure sufficient funds and authority to use the chosen account. Chargebacks, reversed payments, or failed transfers may incur administration costs and recovery action. If you do not pay when due, we may charge reasonable interest and costs to the extent permitted by law. Any discount or promotional pricing is conditional on full compliance with the booking terms and may be withdrawn if the service changes materially.

Invoices should be checked promptly. If you believe there is an error, you must notify us without delay and in any event within a reasonable time. Disputed amounts do not automatically cancel your obligation to pay the undisputed part of the invoice. We may suspend future services, decline to release goods in storage where legally permitted, or recover unpaid sums through lawful means. Payment plans, if offered, must be agreed in advance and confirmed by us in writing.

Cancellations and amendments. You may cancel or amend a booking by giving notice in writing. Cancellation charges may apply depending on how much notice is provided, whether staff or vehicles have already been allocated, and whether materials, permits, or third-party costs have been incurred. If you cancel at short notice, we may charge a proportion of the quoted price to recover losses and committed expenses. Deposits may be non-refundable where work has been reserved specifically for you.

If you need to change the date, addresses, or scope of a move, we will try to accommodate the request, but this depends on availability. Rescheduling may involve additional charges if resources have already been committed. We are not responsible for losses caused by changes you request at the last minute, including temporary storage costs, extra labour, or alternative vehicle hire. If we must cancel due to unforeseen events beyond our control, we will offer a new date or refund any unused payment for the affected portion of the service.

Customer obligations. You must ensure that all items are properly packed unless packing has been expressly included in the service. Fragile, valuable, or sentimental goods should be declared in advance and protected using suitable packaging. We may refuse to transport prohibited, dangerous, illegal, or improperly secured items. You are responsible for removing items you do not wish to move and for identifying anything that requires special attention. Where dismantling or reassembly is needed, you must tell us before the date of the job.

Liability. We will exercise reasonable care and skill in performing a UK removals service. However, our liability is limited to loss or damage caused by our proven negligence or breach of contract, subject to these terms and applicable law. We are not responsible for pre-existing damage, ordinary wear and tear, structural defects, weak flooring, hidden faults, or loss arising from inadequate packing by you. You should inspect items before the move and notify us of any pre-existing condition that may affect handling.

Where we pack your goods, we will use reasonable care and suitable materials. Where you pack them yourself, responsibility for packaging remains with you unless we have agreed otherwise in writing. We are not liable for damage to items that are inherently fragile, perishable, or improperly described, unless the damage was caused directly by our negligence. Any claim must be reported as soon as reasonably possible, with supporting details, photographs if available, and a clear description of the loss or damage.

Limits of liability. To the fullest extent permitted by law, we will not be liable for indirect or consequential loss, loss of profit, loss of business, emotional distress, or loss arising from delays caused by traffic, weather, access issues, or events beyond our control. If we are found liable, our responsibility will normally be limited to the direct loss proved by you and in many cases capped at the amount paid for the affected service, unless another cap is stated in the booking confirmation or required by law.

Waste regulations and disposal. If the service includes removal of unwanted items, packaging waste, or refuse, all waste handling must comply with UK waste law and applicable local authority requirements. We will only remove, transport, or dispose of waste if this has been specifically agreed. We do not act as a general waste collector unless that service is clearly included. You must not place hazardous materials, confidential documents, electrical items requiring special handling, or prohibited substances among general waste unless we have confirmed that we can lawfully accept them.

Where we are asked to dispose of waste, we may separate materials for reuse, recycling, or lawful disposal. You remain responsible for declaring any waste type accurately, including mattresses, appliances, paint, chemicals, batteries, or construction debris. If undisclosed regulated waste is found, we may refuse to handle it, charge for additional sorting time, or leave it at the property if lawful and safe to do so. We reserve the right to obtain evidence of lawful disposal where required.

Environmental responsibility. We aim to manage packaging and waste in a responsible way, but you must cooperate by reducing unnecessary waste and by ensuring that no prohibited item is mixed with standard household or office contents. If you ask us to remove waste that requires specialist disposal, you must disclose it in advance so that proper arrangements can be made. Any instruction to dispose of items unlawfully will be rejected, and we may end the service if continuing would create legal or safety risks.

Delays, force majeure, and interruption. We will use reasonable efforts to complete the service at the agreed time, but we are not liable for delay caused by traffic congestion, road closures, severe weather, vehicle breakdown, staff illness, strikes, civil disorder, fire, flood, or other events outside our reasonable control. If such an event occurs, we may rearrange the service, alter the schedule, or suspend work until it is safe and practical to continue. Any additional costs caused by a customer-requested change may be payable by you.

Storage and onward handling. Where temporary storage or further delivery is arranged, the relevant storage or transfer terms will apply in addition to these Terms. You remain responsible for ensuring that any goods left in storage are lawful to hold and properly described. Storage fees, access arrangements, and release conditions must be paid and satisfied before goods are released, unless otherwise agreed. We may place reasonable conditions on release to protect the goods and to ensure that outstanding sums are settled.

Claims procedure. Any claim for loss, damage, or missed service must be raised promptly and in writing, with enough information for us to investigate. You should keep damaged items and packaging available for inspection where possible. We may ask for proof of ownership, purchase value, repair estimate, replacement cost, or other reasonable evidence. Failure to notify us in time may affect the outcome of a claim, especially where delay makes it harder to assess what happened. Nothing in these terms excludes liability that cannot lawfully be excluded.

Termination and refusal of service. We may refuse, suspend, or terminate the service if you fail to make payment, if access is unsafe, if the information you provide is materially inaccurate, if the property contains prohibited goods, or if continuing would breach law or health and safety duties. If we end the service for reasons caused by you, you may still be responsible for costs already incurred and for any reasonable fees due for work completed up to that point.

Personal data and documentation. We will use personal information supplied for the purpose of arranging and performing the removal service, processing payments, handling claims, and maintaining business records. We may retain booking documents, invoices, and correspondence for legal, tax, insurance, or accounting purposes. Any documents, inventory lists, or keys entrusted to us will be handled with reasonable care, but you should keep copies of important records and identity documents.

Governing law. These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer law provides otherwise. If any part of these Terms is found unlawful or unenforceable, the remaining provisions will continue in full force. No waiver by us of any breach will operate as a waiver of any later breach.

General provisions. These Terms represent the whole agreement between you and Westkensington Removals for the services described, unless a separate signed agreement states otherwise. Any variation must be confirmed in writing by an authorised representative. Headings are for convenience only and do not affect interpretation. If we choose not to enforce a right at any time, that does not mean we have waived it for the future. References to a service include any related removal activity reasonably necessary to complete the agreed work.

By proceeding with a booking, you confirm that you have authority to contract for the service and that you accept these terms on behalf of yourself and, where relevant, any other person with an interest in the items being moved. You also confirm that all information supplied is accurate to the best of your knowledge and that you will cooperate in good faith to allow the work to be completed safely, lawfully, and within a reasonable timeframe. These protections help ensure a professional and reliable Westkensington removals experience for all parties.