Kensington Removals Service Terms and Conditions
These Terms and Conditions govern the provision of removal and associated services by Kensington Removals to its customers. 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 expressions shall have the meanings set out below:
1.1 Customer means the individual, company, or organisation that requests or receives services from Kensington Removals.
1.2 Services means any removal, packing, unpacking, storage, delivery, or related services provided by Kensington Removals.
1.3 Goods means all items, personal effects, furniture, equipment, and any other property which is to be moved, packed, stored, or otherwise handled by Kensington Removals.
1.4 Contract means the agreement between Kensington Removals and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by Kensington Removals.
2. Booking Process
2.1 All bookings for Services must be made directly with Kensington Removals through an accepted booking method and are subject to availability.
2.2 Kensington Removals may provide an initial estimate based on information supplied by the Customer. This estimate is not a fixed quotation and may change if the information provided is incomplete or inaccurate, or if the scope of work changes.
2.3 A formal quotation will usually be issued in writing, describing the Services to be provided, the estimated number of staff, vehicles, and the applicable charges. The quotation is based on the information provided at the time and may be subject to adjustment as outlined in these Terms and Conditions.
2.4 A booking is only confirmed once the Customer has accepted the quotation and Kensington Removals has issued a confirmation of booking. Acceptance may be given in writing or through any other method specified by Kensington Removals.
2.5 The Customer must ensure that all details supplied to Kensington Removals at the time of booking, including addresses, access details, parking conditions, and the nature and quantity of the Goods, are complete and accurate.
2.6 Kensington Removals reserves the right to refuse any booking at its discretion.
3. Customer Obligations
3.1 The Customer must ensure that adequate and lawful parking is available at both collection and delivery addresses. Any parking permissions, permits, or dispensations required from local authorities are the responsibility of the Customer unless otherwise agreed in writing.
3.2 The Customer must ensure that the premises are accessible and safe for our staff and vehicles, and that all Goods are ready for collection at the agreed time, unless packing Services have been ordered.
3.3 The Customer must inform Kensington Removals, before the booking date, of any Goods that may be particularly heavy, bulky, fragile, or valuable, as well as any items that may require special handling or specialist equipment.
3.4 The Customer must not include in the Goods any items that are illegal, dangerous, explosive, corrosive, or otherwise hazardous, including but not limited to gas cylinders, flammable materials, firearms, ammunition, chemicals, or perishable goods, unless expressly agreed in writing and subject to any applicable regulations.
4. Payments and Charges
4.1 Unless otherwise stated in the quotation, payment for Services is due prior to the commencement of the Services. Kensington Removals may require a deposit or full prepayment at the time of booking.
4.2 All charges shall be as set out in the quotation or confirmation of booking. Kensington Removals may vary the charges in the following circumstances:
a. If the Services are delayed or prolonged due to reasons beyond Kensington Removals' reasonable control, including but not limited to inadequate access, waiting for keys, or additional loading or unloading time.
b. If additional Services are requested by the Customer, such as packing, unpacking, disassembly or reassembly of furniture, or additional trips.
c. If the volume, weight, or nature of the Goods differs from that originally described by the Customer at the time of booking.
4.3 Additional charges may apply for Services carried out in the evenings, at weekends, on public holidays, or outside of agreed hours.
4.4 If payment is not received by the due date, Kensington Removals reserves the right to charge interest on the outstanding amount at a reasonable rate and to suspend or cancel the Services until payment is made in full.
4.5 All fees are payable in the currency specified in the quotation, and the Customer is responsible for any bank or transaction charges incurred in making payment.
5. Cancellations and Postponements
5.1 The Customer may cancel or postpone the Services by providing written notice to Kensington Removals within the timeframes set out in this clause.
5.2 If the Customer cancels or postpones the Services more than seven days before the scheduled service date, Kensington Removals may refund any amounts paid, less any reasonable administrative costs incurred.
5.3 If the Customer cancels or postpones the Services between three and seven days before the scheduled service date, Kensington Removals reserves the right to charge up to 50 percent of the quoted price.
5.4 If the Customer cancels or postpones the Services less than three days before the scheduled service date, Kensington Removals reserves the right to charge up to 100 percent of the quoted price.
5.5 If the Customer fails to be present or to provide access at the agreed time and place, this may be treated as a cancellation, and charges may apply in accordance with this clause.
5.6 Kensington Removals may cancel the Contract or refuse to provide Services if the Customer has not made required payments, has provided misleading information, or if proceeding would be unlawful or unsafe. In such circumstances, Kensington Removals will, where reasonable, inform the Customer as soon as practicable.
6. Performance of Services
6.1 Kensington Removals will use reasonable care and skill in providing the Services and will take reasonable steps to perform the Services on the agreed date and within a reasonable time.
6.2 Any timeframes or arrival times are estimates and cannot be guaranteed. Delays may occur due to traffic, weather, access issues, or other circumstances beyond Kensington Removals' control.
6.3 Kensington Removals may use sub-contractors or agents to perform all or part of the Services. These Terms and Conditions shall apply equally to any Services carried out by such sub-contractors or agents.
6.4 The Customer or their authorised representative should, where possible, be present at the collection and delivery addresses to oversee the Services and to confirm that all Goods have been collected and delivered.
7. Packing and Preparation of Goods
7.1 If the Customer has arranged for Kensington Removals to pack Goods, Kensington Removals will take reasonable care in wrapping and packing items using appropriate materials.
7.2 If the Customer chooses to pack their own Goods, they are responsible for ensuring that items are adequately and safely packed in suitable containers. Kensington Removals shall not be liable for damage arising from improper or inadequate packing by the Customer.
7.3 The Customer must ensure that all appliances are disconnected, defrosted, drained, and prepared in accordance with manufacturer instructions prior to removal, unless otherwise agreed.
7.4 Any fixtures or fittings that need to be removed must be made safe by the Customer prior to the arrival of Kensington Removals, unless arrangements have been made for this work as part of the Services.
8. Liability and Limitations
8.1 Kensington Removals will take reasonable care of the Goods while they are in its custody or control. Liability for loss of or damage to Goods will be subject to the limitations in this clause.
8.2 Kensington Removals shall not be liable for any loss or damage arising from:
a. Acts or omissions of the Customer, including inadequate packing by the Customer, or failure to protect items of particular fragility or value.
b. Normal wear and tear, minor scuffs, scratches, or superficial damage to Goods or premises that may occur during normal handling.
c. Inherent defects in Goods, including instability, susceptibility to damage, or deterioration over time.
d. Weather conditions, temperature changes, vermin, or other environmental factors beyond reasonable control.
8.3 Kensington Removals shall not be liable for loss of or damage to items of a particularly high value, including but not limited to jewellery, watches, cash, securities, fine art, antiques, or collections, unless such items have been declared in writing prior to the Service and a specific agreement regarding liability has been made.
8.4 Kensington Removals does not accept liability for loss of or damage to items packed into self-assembly furniture or other items that are not designed to be moved in an assembled state, where the Customer has opted not to disassemble such items.
8.5 The total liability of Kensington Removals in respect of any claim for loss or damage to Goods, whether arising in contract, tort, or otherwise, shall be limited to a reasonable amount, taking into account the replacement value of the affected items and the nature of the damage, subject to any written agreement to the contrary.
8.6 Kensington Removals shall not be liable for any indirect or consequential loss, loss of profit, loss of use, or loss of opportunity arising from or in connection with the Services.
8.7 Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited.
9. Claims and Complaints
9.1 The Customer must inspect the Goods and premises as soon as reasonably practicable after completion of the Services.
9.2 Any visible loss or damage to Goods or premises should be reported to Kensington Removals on the day of the Service, or as soon as reasonably possible, together with reasonable details of the alleged loss or damage.
9.3 Any written claim relating to loss of or damage to Goods must be submitted within a reasonable period after the Customer becomes aware of the issue. Failure to notify Kensington Removals within a reasonable period may affect the ability to investigate and may reduce or extinguish any liability.
9.4 Kensington Removals will investigate any properly notified claim and may request supporting evidence, such as photographs, receipts, or reports. The Customer shall cooperate with any reasonable investigation.
10. Waste, Disposal, and Environmental Regulations
10.1 Kensington Removals complies with applicable UK waste and environmental regulations and will only remove, transport, or dispose of waste in accordance with those regulations.
10.2 The Customer must not include any prohibited or hazardous materials in the Goods unless a specific arrangement has been made. Prohibited materials may include, but are not limited to, asbestos, chemicals, solvents, medical waste, or any items classified as hazardous under applicable law.
10.3 If the Customer requests disposal of items, Kensington Removals will treat such items as waste and will arrange for lawful disposal or recycling. Additional charges may apply for waste handling, disposal fees, or specialist services.
10.4 Kensington Removals reserves the right to refuse to handle or transport any items it reasonably believes to be unlawful, unsafe, contaminated, or in breach of waste regulations.
10.5 The Customer remains responsible for ensuring that any items presented for disposal are lawfully disposible and do not contravene environmental or waste legislation.
11. Storage Services
11.1 Where storage Services are provided, Goods will be stored in a suitable facility chosen by Kensington Removals, subject to these Terms and Conditions and any additional storage terms supplied.
11.2 Storage charges will be payable in advance or as otherwise agreed, and Kensington Removals reserves the right to withhold release of Goods until all storage and related charges have been paid in full.
11.3 The Customer must provide up-to-date contact details for the duration of any storage period. Kensington Removals is not responsible for any consequences arising from the Customer's failure to keep contact information current.
12. Insurance
12.1 Kensington Removals maintains insurance appropriate to its business activities. This insurance does not replace the Customer's responsibility to maintain adequate insurance cover for their own Goods.
12.2 The Customer is encouraged to arrange their own insurance for the full replacement value of the Goods, including during transit and any storage period, especially in relation to items of high value or special significance.
13. Force Majeure
13.1 Kensington Removals shall not be liable for any delay or failure to perform the Services where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, acts of terrorism, or governmental restrictions.
13.2 In the event of a force majeure occurrence, Kensington Removals will take reasonable steps to notify the Customer and, where possible, to rearrange the Services.
14. Personal Data
14.1 Kensington Removals may collect and process personal data relating to the Customer for the purposes of providing the Services, processing payments, administration, and complying with legal obligations.
14.2 Personal data will be handled in accordance with applicable data protection law and Kensington Removals' privacy practices. The Customer is responsible for ensuring that any personal data provided is accurate and up to date.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any Contract shall be governed by and construed in accordance with the laws of England and Wales.
15.2 Any dispute arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights of consumers under applicable law.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary, or severed if modification is not possible, and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by Kensington Removals in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
16.3 Kensington Removals may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract.
16.4 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between Kensington Removals and the Customer in relation to the Services, and supersede any prior understandings or agreements.
16.5 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of Kensington Removals. Kensington Removals may assign or sub-contract its rights and obligations where reasonably necessary for the provision of the Services.
