Terms and Conditions

West Kensington Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which West Kensington Removals provides residential and commercial removal, relocation, packing, storage coordination and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Customer means the person, firm or company that requests or purchases services from West Kensington Removals.

We, us, our means West Kensington Removals, the removal service provider.

Services means any removal, transport, packing, unpacking, loading, unloading, storage coordination, clearance and associated services provided by us.

Goods means the items, belongings and property that you ask us to move, pack, transport or handle.

Quote means the written or verbal estimate we provide to you for the cost of the services, based on the information supplied by you.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and the agreed quote or booking confirmation.

2. Scope of Services

We provide local and regional removal and related services, including packing, loading, transportation, unloading and, where agreed, furniture assembly and disassembly. Our services cover West Kensington and surrounding areas, as well as destinations across the United Kingdom as specified in your booking.

The precise scope of services for each move will be set out in your quote or booking confirmation. Any services not explicitly stated as included will be treated as additional and may incur extra charges.

3. Booking Process

3.1 Initial enquiry

You may request a quote by providing accurate information about the property, access, inventory of goods, special items, and locations involved. Quotes are based on the information you supply and are subject to revision if that information is incomplete or inaccurate.

3.2 Quotes and estimates

Unless otherwise stated, all quotes are estimates only and not a fixed price guarantee. Quotes are normally provided on the assumption of normal access, no unexpected restrictions such as parking limitations or stair access difficulties, and that the volume and nature of goods matches your description.

3.3 Acceptance and confirmation

A booking is not confirmed until we have accepted your request, scheduled the work and you have accepted our quote and these Terms and Conditions. We may require a deposit as part of the booking confirmation. We reserve the right to refuse or cancel any booking at our reasonable discretion.

3.4 Changes to bookings

You must notify us as soon as possible if you wish to change the date, time, addresses, inventory, or scope of services. Changes are subject to availability and may result in revised pricing. If we cannot accommodate a requested change, the original booking and cancellation terms will apply.

4. Customer Responsibilities

You are responsible for ensuring that:

The information provided to us is complete and accurate, including property details, access conditions, parking arrangements and inventory.

You obtain any necessary permissions, permits or parking suspensions required at the collection and delivery addresses.

All goods are properly packed and prepared for transport, unless you have specifically booked our packing services.

All goods to be moved are owned by you or you have the full authority of the owner to enter into the contract for their removal.

Children, pets and third parties are kept away from areas where we are working, for their safety and ours.

You or an authorised representative are present at collection and delivery locations to direct the work, confirm inventories and sign any relevant documents.

5. Access, Parking and Property Conditions

You must ensure reasonable access to the property, including clear pathways, suitable stairways, lifts where applicable and sufficient parking for our vehicles as close as safely possible to the entrance.

If suitable parking is not arranged by you, or if we incur parking charges, fines or additional time due to access issues, we may charge these costs to you. We are not responsible for delays or inability to complete the work arising from parking restrictions, blocked access, narrow streets, low bridges or similar obstacles outside our control.

6. Payments and Charges

6.1 Pricing

Our charges are based on factors including but not limited to the volume and weight of goods, distance travelled, number of staff required, complexity of access, time taken, and any additional services requested such as packing or dismantling.

6.2 Deposits

We may require a deposit to secure your booking. The amount and due date of the deposit will be stated in your quote or booking confirmation. Deposits are subject to the cancellation terms set out below.

6.3 Payment terms

Unless otherwise agreed in writing, payment for our services is due either in full in advance or on completion of the work on the same day. We reserve the right not to release your goods until all outstanding balances have been paid.

6.4 Late payment

If payment is not made on the due date, we may charge interest on overdue amounts, suspend services, or retain goods until payment is received. Storage and additional handling fees may be charged if goods need to be held due to non-payment.

7. Cancellations and Postponements

7.1 Cancellation by you

If you need to cancel your booking, you must notify us as early as possible. Depending on the notice given, the following charges may apply:

If you cancel more than seven days before the scheduled service date, your deposit may be refunded or credited at our discretion, less any reasonable administrative costs.

If you cancel between two and seven days before the service date, we may retain some or all of the deposit to cover lost bookings and preparation costs.

If you cancel less than two days before the service date, or on the day of the service, you may be charged up to the full quoted amount.

7.2 Postponements

If you request to postpone your move, we will try to accommodate your new date subject to availability. Postponements at short notice may be treated as cancellations and rebookings, and charges may apply in line with the above cancellation terms.

7.3 Cancellation by us

We may cancel the contract or any part of it for reasons including but not limited to safety concerns, severe weather, vehicle breakdown, staff illness, or if you fail to meet your obligations under these terms. Where we cancel, we will refund any payments for services not yet performed, but will not be liable for consequential losses such as missed completion dates, hotel costs or other related expenses.

8. Goods Not Accepted for Removal

Unless we have agreed in writing, we do not accept for removal or transport any of the following:

Hazardous or toxic materials, explosives, flammable liquids or gases, firearms or ammunition.

Perishable items, live plants, animals, or items requiring special temperature-controlled conditions.

Illegal goods, smuggled items, or items which it is unlawful to possess or transport.

Valuables such as jewellery, cash, important documents, securities, and collections of high individual value, unless expressly agreed and declared in advance.

If such items are included without our knowledge, we shall not be liable for any loss, damage or consequential claims arising from them and may arrange for their removal or disposal at your cost.

9. Packing and Customer Preparedness

If you have not booked our packing service, it is your responsibility to ensure that all goods are properly packed, sealed and labelled in suitable containers. Fragile items must be adequately protected and clearly marked. We are not responsible for damage arising from inadequate packing by you or a third party.

Where we provide packing services, we will use materials and methods that are appropriate for normal domestic or commercial moves. However, we cannot guarantee that packaging will be suitable for conditions beyond our control, such as extreme weather or handling by third parties.

10. Liability and Limitations

10.1 Basic liability

We will exercise reasonable care and skill in handling, packing, loading, transporting and unloading your goods. If loss of or damage to goods is proven to have been caused by our negligence, our liability will be limited as set out in this section.

10.2 Exclusions

We are not liable for:

Loss or damage arising from wear and tear, inherent defects, pre-existing damage, or items that are already fragile.

Loss or damage arising from your failure to adequately pack or prepare goods where you are responsible for packing.

Loss or damage caused by atmospheric or climatic conditions, such as damp, mould, rust, or temperature changes.

Consequential or indirect losses, including but not limited to loss of profits, loss of revenue, loss of enjoyment, or missed deadlines.

10.3 Maximum liability

Unless otherwise agreed in writing, our total aggregate liability for loss of or damage to goods in any one contract shall be limited to a reasonable sum relative to the service charge, taking into account the value of the affected items. You are responsible for arranging your own insurance if you require higher levels of protection.

10.4 Time limit for claims

You must report any loss or damage to us in writing as soon as reasonably possible and no later than seven days from the date of completion of the services. Failure to notify us within this period may affect our ability to investigate and may limit or extinguish any liability we may have.

11. Delays and Events Beyond Our Control

We will make reasonable efforts to meet agreed dates and times but cannot guarantee completion within a specified period. We are not liable for delays caused by events beyond our reasonable control, including but not limited to traffic, accidents, weather conditions, road closures, mechanical breakdowns, or actions of third parties.

If a delay occurs, we will keep you informed and take reasonable steps to minimise its impact. In such circumstances, you shall remain responsible for payment of the services provided, and any additional time or resources required may be charged at our standard rates.

12. Waste, Disposal and Environmental Regulations

We comply with applicable waste and environmental regulations when handling unwanted items and materials arising from removals or clearances. We are not a general waste carrier unless expressly agreed, and we may refuse to remove items that cannot be legally transported or disposed of through our usual channels.

Where we agree to remove items for disposal or recycling, you warrant that you have the right to dispose of them and that they do not contain hazardous materials. Additional charges may apply for waste handling, recycling centre fees, or special disposal processes required by law or local regulations.

We may, at our discretion, separate recyclable materials where facilities permit, but we do not guarantee that all unwanted items will be recycled. You remain responsible for ensuring that any items not taken by us are disposed of lawfully.

13. Storage and Third-Party Services

Where we arrange storage or other services through a third party on your behalf, the terms and conditions of that third party will also apply. We are not liable for the acts or omissions of third-party providers, although we will take reasonable care in selecting reputable providers.

If your goods are placed into storage, either temporarily or long term, additional handling and storage charges will apply, and access arrangements must be agreed in advance.

14. Right of Lien and Retention

If you fail to pay the charges due to us in full, we may exercise a lien over your goods, meaning we can retain them until payment is made. If payment remains outstanding after reasonable notice, we may sell or dispose of some or all of the goods in order to recover the amounts owed, deducting any reasonable costs incurred in the process. Any surplus funds after such recovery will be returned to you where reasonably practicable.

15. Complaints and Dispute Resolution

If you have a concern or complaint about our services, you should raise it with us as soon as possible, providing full details and any supporting information. We will investigate and respond within a reasonable timeframe, aiming to resolve the matter amicably.

Nothing in this section affects your legal rights as a consumer under applicable law. If a dispute cannot be resolved directly, either party may seek resolution through mediation, alternative dispute resolution or the courts as appropriate.

16. Data Protection and Privacy

We collect and process personal data only to the extent necessary for providing our services, managing bookings, processing payments and communicating with you. We take reasonable steps to protect your information and only share it with third parties where required for the performance of the contract, for legal reasons, or with your consent.

17. Variations to These Terms

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 contract. No variation or addition to these terms shall be binding unless agreed in writing by us.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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, the contract or the provision of our services.

19. Severability

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

20. Entire Agreement

These Terms and Conditions, together with the applicable quote or booking confirmation, constitute the entire agreement between you and West Kensington Removals in relation to the services. You acknowledge that you have not relied on any statement or representation that is not set out in these documents.