Kensington Removals Terms and Conditions
These Terms and Conditions set out the basis on which Kensington Removals provides moving and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are intended to create a clear understanding of the booking process, payment obligations, cancellation rules, liability limits, waste handling standards, and the legal framework that applies to the service. In these terms, references to ???we??�, ???us??�, and ???our??� mean Kensington Removals, and references to ???you??� and ???your??� mean the customer or the person making the booking.
These terms apply to domestic and commercial moves, packing support, loading and unloading, furniture handling, and any additional services agreed in writing before the job starts. Unless otherwise confirmed in writing, any estimate is based on the information supplied by you at the time of quotation. If the scope of work changes, the service may need to be adjusted, and any change in price, timing, or resources will be explained before the work continues.
Our goal is to provide a professional and predictable removals service. However, because every move is different, these terms are designed to protect both parties from uncertainty. You should read them carefully before booking. If you do not agree with any part of them, you should not proceed with the booking.
Booking Process
The booking process begins when you request a quotation or service estimate and provide accurate information about the items to be moved, access conditions, packing needs, special handling requirements, and any deadlines. We may ask for photographs, inventories, measurements, or other details so that we can assess the work properly. A quotation is usually based on the information available at the time and may be revised if that information changes or proves to be incomplete.A booking becomes confirmed only when we accept your request and, where required, receive any deposit or advance payment agreed in the quotation. We may decline a booking if the move date is unavailable, if access or safety concerns make the job impractical, or if the request falls outside the services we provide. Confirmation may be provided by email, message, or another written format. Please check all booking details carefully, including the date, address, service scope, and any special instructions.
You are responsible for ensuring that the property is ready for the service on the agreed date and time. This includes making sure that items are packed appropriately if self-packing has been selected, that fragile or hazardous items are identified, and that access is available for our team and vehicles. If our staff arrive and cannot complete the job because access is blocked, information is inaccurate, or the premises are not ready, additional charges may apply.
Service Scope and Customer Responsibilities
We will carry out the service with reasonable care and skill, in line with the agreed scope of work. Any instructions given on the day should be lawful, practical, and consistent with the original booking. If you ask us to move items not previously declared, or to perform work that is outside the agreed scope, we may accept or refuse that request at our discretion, and any extra work may be charged separately.
It is your responsibility to ensure that all items handed to us are owned by you or that you have permission to move them. You must also make us aware of any items that are valuable, fragile, unusually heavy, dismantled, or likely to require specialist handling. We may refuse to move certain goods if they present a risk to health, safety, property, or the environment. This includes, but is not limited to, prohibited, hazardous, corrosive, flammable, explosive, or illegal items.
If a parking permit, loading bay approval, lift booking, security access, or building authorisation is needed, you must arrange this in advance unless we have expressly agreed to do so. Delays caused by missing permissions, access restrictions, or poor preparation may result in waiting charges or a revised schedule. You should also ensure that children, pets, and vulnerable persons are kept safe during the move.
Payments and Charges
Our prices may be based on a fixed quotation, an hourly rate, or a combination of both, depending on the nature of the service. Any estimate or quotation is valid for the period stated in writing, or, if no period is stated, for a reasonable time only. Unless otherwise agreed, all charges are payable in pounds sterling and may be subject to VAT where applicable.We may request a deposit to secure the booking. Any deposit requirements will be stated before confirmation. The balance is usually due on completion of the service, unless another payment arrangement has been agreed in advance. We may accept bank transfer, card payment, or another method specified at the point of booking. We are not obliged to begin or continue work if payment terms have not been met.
Additional charges may apply where the actual job differs from the information supplied at booking. Examples include extra labour, delays beyond our control, stair carry requirements not previously disclosed, long walking distances, congestion or waiting time, specialist equipment, disposal fees, or changes to the moving date. Any such charges will be calculated reasonably and explained where practical. If payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by law.
Cancellations, Amendments and Delays
You may cancel or amend your booking by giving us notice in writing. The amount payable on cancellation depends on how much notice is given and whether resources have already been committed. If you cancel at short notice, we may retain part or all of any deposit, or charge a cancellation fee that reflects our genuine losses and wasted time. If the cancellation occurs after our team has begun work, full or partial payment may remain due for the work already completed.We may also need to amend or reschedule a booking due to circumstances beyond our control, including severe weather, traffic disruption, vehicle breakdown, staff unavailability, safety concerns, or legal restrictions. In such cases, we will try to offer an alternative date or time. We are not liable for delay caused by events outside our reasonable control, provided that we take reasonable steps to reduce the impact. Time slots are estimates unless specifically guaranteed in writing.
If you are late in providing access or instructions, or if your delay prevents us from completing the work within the planned period, we may treat this as a waiting-time issue or a failed attendance, depending on the circumstances. We will always aim to be fair and practical, but repeated changes, late notices, or inaccurate information may lead to additional charges or refusal of further bookings.
Liability and Insurance
We take reasonable care when handling your belongings and carrying out the service. However, removals involve inherent risks, particularly where items are packed by the customer, access is restricted, or goods are fragile or heavy. Our liability is limited to losses or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill, subject to the exclusions and limits in these terms and any rights you may have under law.We are not responsible for loss or damage caused by pre-existing defects, inadequate packaging, structural issues, poor access, hidden weaknesses in furniture, or items that were already damaged before the move began. We are also not liable for wear and tear, minor scuffs, cosmetic marks, or damage caused by items shifting where they were not properly secured or declared. If you choose to pack your own belongings, you remain responsible for the adequacy of the packing.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If a claim is made, you must notify us as soon as reasonably possible and provide evidence of the alleged loss or damage. We may inspect the item, packaging, and relevant circumstances before deciding whether the claim is valid.
Waste Handling and Environmental Regulations
Where our service includes disposal, clearance, or removal of unwanted items, we will handle waste in accordance with applicable UK waste regulations. We will only transport, sort, or dispose of waste where we are legally permitted to do so. You must not ask us to remove items that are illegal to handle, improperly packaged, or likely to contaminate other waste streams. We may refuse to remove any item that is unsafe or non-compliant.If we remove waste on your behalf, you are responsible for telling us whether any item requires special handling. This includes electrical items, batteries, liquids, chemicals, paint, gas canisters, fluorescent tubes, sharp materials, or other regulated waste. Unless expressly agreed otherwise, you warrant that waste presented for removal is lawful to collect and does not contain prohibited substances. If incorrect information leads to extra costs, contamination, or enforcement action, you may be liable for those losses.
The transfer and disposal of waste may require records or documentation. Where necessary, we may provide or request evidence of lawful transfer, and you agree to cooperate with reasonable compliance requirements. We aim to dispose of waste responsibly and may use licensed facilities or approved recycling routes where appropriate. You must not place hidden waste within general household contents unless it has been declared in advance.
Customer Conduct, Access and Safety
You must ensure that the premises are safe and reasonably accessible. Floors, stairs, doorways, and pathways should be clear of obstructions where possible. If there are known risks, such as difficult parking, weak flooring, restricted lifts, narrow passages, or hazardous surfaces, you must tell us before the service begins. We may stop work if we believe continuing would be unsafe for our staff, your property, or third parties.You are required to behave respectfully towards our staff and any subcontractors. Abuse, threats, harassment, or discriminatory behaviour will not be tolerated and may result in immediate termination of the service without refund for work already carried out. We may also leave the site if we consider the environment unsafe or if there is a serious risk of injury or property damage.
If dismantling or reassembly is included, we will take reasonable care but cannot guarantee that all furniture can be safely dismantled, reassembled, or replaced in exactly the same condition, especially where items are old, custom-made, or previously assembled using weak fittings. Please keep essential tools, keys, and instructions available where relevant.
Data, Complaints and General Legal Terms
We will use any personal information you provide only for the purpose of managing bookings, delivering services, handling payment, responding to queries, and meeting legal or regulatory obligations. We will take reasonable steps to keep such information secure and to use it appropriately. If you have a complaint about the service, you should raise it promptly so that we can investigate and attempt to resolve the issue in a fair and practical manner.If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by us in enforcing any provision shall be treated as a waiver of our rights. Any variation to these terms is only valid if agreed in writing by an authorised representative of Kensington Removals.
Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms, or any related quotation or booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer rights provide otherwise. This legal framework applies to all services supplied under the Kensington Removals name, regardless of the location of the move within the United Kingdom.By booking or using the service, you confirm that you have read, understood, and agreed to these Terms and Conditions.