These Terms and Conditions set out the basis on which removal services are provided to customers within Kingston and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
In these Terms and Conditions, the following words have the meanings set out below:
Agreement means the contract between you and the removal company for the provision of services in accordance with these Terms and Conditions.
We, us, our means the removal service provider operating in and around Kingston.
You, your means the customer who requests and books the removal services.
Services means any removal, packing, unpacking, storage, waste removal or related services that we agree to provide.
Premises means the property or properties from which items are collected and/or to which items are delivered.
Goods means the items, belongings, furniture, equipment and any other property that you ask us to move, handle, pack, store or dispose of.
We provide residential and commercial removal services within Kingston and nearby areas, including but not limited to collection, transportation, delivery, packing and unpacking of Goods. Additional services, such as temporary storage or waste removal, may be offered subject to separate terms, availability and applicable charges.
The exact scope of the Services to be provided will be set out in the quotation or confirmation we provide to you before work begins. Any services not expressly listed in the quotation or order confirmation will not form part of the Agreement unless agreed in writing.
All bookings for removal services must be made in advance. You may be asked to provide detailed information about the Premises, access, parking, number and type of Goods, and any items requiring special handling. The accuracy of this information is essential for us to plan and price the work correctly.
Quotations are based on the information you supply at the time of enquiry. They are normally provided free of charge and are valid for a limited period, as specified in the quotation. Quotations may be subject to reasonable adjustment if the information you provided is incomplete, inaccurate or has changed.
Your booking is only confirmed once you have accepted our quotation and we have sent a written confirmation, which may be in electronic form. We reserve the right to decline or cancel a booking if the requested services fall outside our operational capacity or if we are unable to carry out the work safely or lawfully.
You are responsible for ensuring suitable access to the Premises for our vehicles and team. This includes arranging parking permissions, visitor permits, or suspension of parking bays where required. Any parking or access charges incurred during the performance of the Services may be added to your final invoice.
You must ensure that the Premises are safe and reasonably clear for our team to work. We reserve the right to refuse to work in unsafe conditions or where there is a risk to health and safety, including but not limited to hazardous materials, unsafe structures or aggressive behaviour.
If delays occur due to insufficient access, locked areas, waiting for keys, or any factor beyond our control, additional waiting time may be charged at our standard hourly rate or as detailed in your quotation.
You agree to:
Ensure that all Goods to be moved are clearly identified and ready for collection on the agreed date and time, unless packing services have been booked.
Obtain and maintain all necessary permissions, consents and permits for the Services to be performed at the Premises.
Inform us of any items that are fragile, of high value, unusually heavy or bulky, or that require disassembly, special handling or specific equipment.
Ensure that all appliances are disconnected, defrosted, drained and made safe before removal, unless we have expressly agreed to carry out such work.
Be present, or appoint a responsible adult representative, at the Premises at collection and delivery times to provide instructions and sign relevant documentation.
If you need to amend your booking, including changes to dates, addresses, number of items or scope of Services, you must notify us as early as possible. We will use reasonable efforts to accommodate changes, but cannot guarantee availability or that the original price will remain the same.
Where changes increase the time, distance, labour or resources required, an additional charge may apply. Any such charge will be discussed with you before work continues.
If we are delayed or prevented from performing the Services due to circumstances beyond our control, including severe weather, road closures, accidents, or delays caused by third parties, we will not be liable for resulting losses. We will, however, take reasonable steps to minimise disruption and complete the work as soon as practicable.
Unless otherwise agreed in writing, payment terms will be set out in your quotation or booking confirmation. We may require a deposit at the time of booking, with the balance payable on or before the day of the move. For larger or commercial projects, staged payments may apply.
We accept common forms of payment permitted under UK law. All prices are quoted in pounds sterling and are inclusive or exclusive of VAT as clearly indicated in your quotation.
If payment is not received in accordance with the agreed terms, we reserve the right to suspend or cancel the Services and to charge interest on late payments at the statutory rate permitted under UK law, accruing on a daily basis until payment is made in full.
You will be responsible for any additional charges reasonably incurred as a result of your acts or omissions, including parking fines, tolls, congestion charges, waiting time, extra labour or additional journeys not originally quoted.
If you wish to cancel or postpone your booking, you must notify us as soon as possible. The following charges may apply, based on the notice period before the agreed start time of the Services:
More than 7 days notice: Deposit or any prepayment may be refunded or transferred, subject to any non-refundable costs already incurred.
Between 3 and 7 days notice: A reasonable cancellation or postponement fee may apply, typically a percentage of the quoted price.
Less than 3 days notice, including same-day cancellations: We may charge up to the full quoted amount to cover allocated resources and lost work.
Specific cancellation terms for your booking will be stated in your quotation or confirmation. We reserve the right to waive or reduce charges at our sole discretion in exceptional circumstances.
We may cancel or postpone the Services if you fail to meet your obligations under this Agreement, including non-payment, unsafe conditions, or failure to obtain necessary permissions. In such cases, cancellation charges may apply.
Certain items are excluded from our standard Services and must not be included in your Goods without our prior written consent. These items include, but are not limited to:
Hazardous, toxic, explosive or flammable materials, including gas cylinders, petrol, oils, paints, chemicals and fireworks.
Illegal items or substances, including items whose possession or transportation would breach UK law.
Perishable goods, live animals, plants and any items requiring special temperature or environmental controls.
Valuables such as cash, jewellery, watches, precious metals, deeds, securities, personal documents, collections or irreplaceable items.
If prohibited items are included without our knowledge, we may remove, dispose of or leave such items behind, and we will not be liable for any loss, damage, delay or breach arising from their presence. You will be responsible for any fines, costs or liabilities resulting from the inclusion of prohibited items.
We will exercise reasonable care and skill in handling, transporting and delivering your Goods. Our liability for loss or damage is, however, subject to the limitations set out in this Agreement.
We will not be liable for loss or damage that:
Arises from your failure to adequately protect or pack items where you have chosen to pack them yourself.
Is caused by inherent defects, weakness, wear and tear or pre-existing damage in the Goods.
Results from atmospheric or climatic conditions, including damp, mould, rust, or temperature fluctuations.
Occurs to items that are fragile or of high value and that you failed to declare or reasonably protect.
Is caused by your instructions, lack of proper instructions or actions of any third party not under our control.
Our total liability for loss or damage to Goods in our custody or control will be limited to a reasonable amount per item or per consignment, as stated in your quotation or confirmation, or as otherwise required by applicable UK law. You may request higher liability cover, subject to additional charges and any conditions we specify.
We will not be liable for any indirect or consequential losses, including loss of profit, loss of income, loss of enjoyment, or any losses arising from delays, unless otherwise required by law.
We maintain appropriate insurance for our operations as a removal service provider. This may include cover for public liability and goods in transit, subject to policy terms, exclusions and financial limits.
You are encouraged to arrange your own insurance for the full value of your Goods, particularly where they exceed any limits set out in our quotation or where you have specific concerns about high value items. Any insurance you arrange is a separate contract between you and your insurer.
We will take reasonable care to avoid damage to your Premises. However, you should take steps to protect floors, walls and fixtures where you have particular concerns.
Our liability for damage to property, including buildings, fixtures and fittings, will be limited to the reasonable cost of repair or cleaning, up to any limit specified in your quotation or confirmation. We will not be liable for pre-existing defects, structural weaknesses, or normal wear and tear.
Any disposal of waste or unwanted items as part of the Services will be carried out in accordance with relevant UK waste and environmental regulations. Where we collect items for disposal, you confirm that you have the right to dispose of those items and that they are not hazardous or prohibited.
Additional charges may apply for waste removal, bulky item disposal, or recycling services. These charges will be confirmed before work takes place wherever reasonably possible.
We reserve the right to decline the removal or disposal of any items that may breach waste or environmental legislation, or that require specialised handling or licences beyond our normal scope of operation.
If you have any concerns or complaints about our Services, you should raise them with us as soon as possible, preferably on the day of the move, so that we have an opportunity to address them promptly.
Any claim for loss or damage to Goods or property must be notified to us in writing within a reasonable time after completion of the Services, setting out full details of the issue. We may request supporting evidence, including photographs, receipts or reports, to assess your claim.
We will investigate all properly submitted claims and respond within a reasonable timescale. Our liability will be assessed in accordance with these Terms and Conditions and any applicable statutory rights.
We will not be liable for any failure or delay in performing our obligations under this Agreement where such failure or delay is caused by events beyond our reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of terrorism, war, strikes, pandemics, road closures or interruptions to utilities.
Where a force majeure event occurs, we will notify you as soon as reasonably practicable and take steps to resume the Services when it is safe and feasible to do so. If the delay is substantial, either party may be entitled to cancel the affected Services, subject to a fair and reasonable allocation of any unavoidable costs.
We will process any personal information you provide in accordance with applicable UK data protection laws. This may include using your details to administer your booking, carry out the Services, handle payments, manage any claims and maintain business records.
We will only share your information with third parties where necessary for the performance of the Services, the management of our business, compliance with legal obligations or with your consent.
We may amend these Terms and Conditions from time to time. Any changes will not affect existing bookings that have already been confirmed, unless required by law or agreed with you. The version provided or referred to at the time of your booking will apply to your Agreement.
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be deemed deleted, but the remaining provisions will continue in full force and effect.
These Terms and Conditions, and any disputes or claims arising out of or in connection with them or 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 their subject matter.
Nothing in these Terms and Conditions is intended to exclude or limit your statutory rights under UK consumer or other applicable laws. If there is any conflict between these Terms and Conditions and your statutory rights, your statutory rights will prevail.
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