Kennington Removals Service Terms and Conditions
These Kennington Removals Service Terms and Conditions set out the basis on which moving, packing, loading, transport, unloading, storage coordination, and related services are supplied to customers in the UK. They are intended to be clear, fair, and practical, so that both the customer and the service provider understand the scope of the moving arrangement before any work begins. By making a booking, the customer agrees to these terms, subject to any written variation agreed in advance.
These terms apply to domestic and commercial moving services, including removals carried out by a removals company, a moving service, or an associated logistics provider acting on behalf of the customer. They should be read together with any quotation, inventory, service note, or written confirmation issued for the specific job. If there is any inconsistency, the written quotation or booking confirmation will normally take priority for that particular assignment.
In these terms, references to ???we??�, ???us??�, and ???our??� mean the provider of the removal services, while ???you??� and ???your??� mean the customer, hirer, or authorised representative placing the booking. A booking may be made by an individual, company, landlord, letting agent, solicitor, or other party lawfully entitled to arrange the move. The person making the booking warrants that they have authority to instruct the service and accept responsibility for payment unless otherwise agreed in writing.
Booking Process
Bookings are usually made following an initial enquiry and a review of the proposed move details, including the size of the property, access conditions, floors, parking constraints, the number of items, special handling requirements, and any need for packing materials or storage-related assistance. A quotation may be based on information provided by you, a site visit, photographs, video survey, or a combination of these methods. All quotations are based on the information made available at the time and may change if the job differs materially from the description provided.
To secure a date, we may require written acceptance of the quotation and, in some cases, a deposit or advance payment. A booking is only confirmed when we have acknowledged acceptance and confirmed availability. We reserve the right to decline or postpone a booking if necessary information has not been provided, if access issues create an unsafe working environment, or if the requested service falls outside our operational capacity. Confirmed dates are allocated on a first-come, first-served basis and are subject to scheduling constraints.
The customer is responsible for ensuring that all relevant details are accurate and complete, including fragile items, high-value possessions, unusually heavy goods, restricted access, parking permits, lift availability, and any building rules affecting the move. If extra labour, vehicles, equipment, permits, or time are needed because of inaccurate information or last-minute changes, additional charges may apply. We may reasonably adjust the service plan on the day if necessary to protect people, property, or the efficiency of the Kennington removals service.
Payments, Charges, and Invoicing
Fees are charged in accordance with the quotation, rate card, or other written pricing basis provided for the job. Unless expressly stated otherwise, prices are exclusive of unusual costs caused by delays, additional waiting time, congestion, parking penalties, storage, specialist handling, or third-party charges outside our control. Estimates are usually based on the assumptions stated at the time of quotation, and the final amount may differ if the actual service differs from those assumptions.
Payment terms will be explained in the booking confirmation or invoice. We may request a deposit, part payment in advance, or full payment before completion depending on the nature of the work. Unless agreed otherwise, all balances are due on the day of service or within the invoice period stated. We may suspend, withhold, or refuse to commence work if payment has not been made when required. Any bank charges, failed payment fees, or recovery costs reasonably incurred because of non-payment may be added to the amount owed.
If the customer cancels after work has commenced, or if the service is delayed because access is not available, the customer may still be liable for time already spent, labour booked, fuel, and other reasonable costs. Where an agreed charge is based on hourly work, time is usually measured from the scheduled start time or arrival time at the first address, as stated in the booking confirmation. All sums are payable in pounds sterling unless otherwise agreed in writing.
Cancellations, Rescheduling, and Delays
You may request cancellation or rescheduling by notifying us as soon as possible. Any cancellation policy specified in the quotation or booking confirmation will apply first. If no specific policy is stated, we may charge a reasonable fee to cover administrative work, reserved time, and unrecoverable costs incurred as a result of the cancellation. For short-notice cancellations, the charge may be higher where the date could not reasonably be reallocated.
We may cancel, suspend, or reschedule a booking if circumstances beyond our reasonable control make performance impractical, unsafe, or unlawful. These may include severe weather, vehicle breakdown, traffic incidents, fuel supply issues, staff illness, road closures, fire, flood, industrial action, or restrictions imposed by building management or public authorities. In such cases we will aim to offer an alternative date, but we will not be responsible for indirect losses caused by the delay, provided we acted reasonably.
If you are not ready at the agreed time, or if access is delayed because keys, parking, permissions, or building access are unavailable, waiting time may be charged. Repeated delays may require a revised schedule or a partial delivery arrangement. We will use reasonable efforts to carry out the service efficiently, but times given are estimates only unless expressly guaranteed in writing.
Liability, Insurance, and Risk
We take reasonable care when handling goods, premises, and equipment; however, removals involve inherent risks that cannot be fully eliminated. Our liability is limited to loss or damage caused by our negligence, breach of contract, or wilful misconduct, subject to the exclusions and caps set out in these terms and any mandatory legal rights you may have. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded under UK law.
The customer remains responsible for items of special value unless they are declared in advance and we agree in writing to handle them under a specific arrangement. Such items may include cash, jewellery, passports, deeds, medals, watches, antiques, artwork, data storage devices, or irreplaceable documents. We recommend that customers retain personal valuables and essential records separately. We are not responsible for loss caused by inadequate packing where the packing was carried out by the customer or by a third party not under our control.
Where we pack items, we will use reasonable skill and care. However, fragile or unsuitable items may still be damaged if they were already defective, poorly made, or not appropriate for transport. We are not liable for pre-existing wear, minor scratches, cosmetic marks, or damage arising from inherent vice, normal movement during transport, or insufficient protection provided by the manufacturer or previous handler. Any claim must be supported by evidence and reported promptly in accordance with the claims procedure stated in the booking paperwork or invoice.
Customer Responsibilities
The customer must ensure that the premises, goods, and access routes are ready for the move at the agreed time. This includes securing permits where needed, arranging parking access where applicable, disconnecting appliances safely if this forms part of the customer???s responsibility, and protecting floors, walls, and fixtures where appropriate. Items should be properly packed and labelled unless we have agreed to supply packing as part of the service. The customer must also ensure that children, pets, and unauthorised persons do not interfere with the moving process.
It is your responsibility to tell us about any hazardous, restricted, or unusual items before the move. This includes gas cylinders, chemicals, oils, paints, solvents, fuel, asbestos-containing materials, pressurised containers, firearms, live animals, perishable goods, and anything else that may be dangerous, unlawful to transport, or unsuitable for a standard removal vehicle. We may refuse to move such items, remove them from the job, or require specialist arrangements at additional cost. If undeclared dangerous goods are discovered, we may stop work immediately.
The customer must check that all goods are listed accurately and that the inventory, if used, reflects what is to be moved, stored, or disposed of. If the customer asks us to take away unwanted items, they must confirm that they have lawful authority to dispose of them. Misdescription of goods, concealment of hazards, or failure to provide accurate instructions may result in extra charges, delays, refusal of service, or liability for resulting losses.
Waste Regulations and Disposal If our service includes disposal, clearance, or removal of unwanted items, you authorise us to handle those items in accordance with applicable waste legislation and environmental requirements in the UK. We will only transport and dispose of waste where it is lawful to do so and where the items are correctly described. Waste transfer notes, receipts, or other compliance records may be issued where required. The customer agrees that any materials handed over for disposal are no longer wanted and may be treated as waste once accepted by us, subject to any specific instruction or reuse arrangement agreed in writing.
We may refuse to collect items that are contaminated, hazardous, illegally dumped, or not suitable for transport or disposal through ordinary channels. The customer must not place prohibited waste into boxes or conceal it among general household goods. If contaminated or regulated waste is discovered, the customer will be responsible for any additional handling costs, specialist disposal fees, or compliance expenses. We reserve the right to separate, sort, or return items where required to comply with waste regulations, health and safety duties, or the law relating to environmental protection.
Where items are intended for reuse, donation, recycling, or disposal, ownership transfers only in accordance with the written instructions given by the customer and accepted by us. Once lawfully transferred for disposal, such items are not ordinarily recoverable. We will not be liable for any sentimental, financial, or incidental loss arising from the lawful disposal of items that were clearly identified as unwanted or discarded, unless we acted outside the agreed instructions.
Service Performance and Subcontracting
We may perform the service using our own staff or approved subcontractors. Where subcontractors are used, they are expected to meet reasonable standards of competence, care, and compliance with these terms. We may use suitable vehicles, equipment, trolleys, protective coverings, straps, and other materials as needed for the safe completion of the job. The method of carrying out the work remains at our discretion, provided it is reasonable and consistent with the quotation and any special instructions agreed beforehand.
Any dates or times provided are estimates unless expressly guaranteed. We will use reasonable endeavours to arrive within the agreed window, but traffic, access, operational requirements, or unforeseen events may affect timing. If a delay becomes likely, we will take reasonable steps to inform you where practicable. The customer acknowledges that removals often depend on third-party factors outside our control, including lift availability, key release, traffic conditions, and building management procedures.
If services are provided over more than one day, or if delivery is split due to circumstances beyond our control, the customer may be charged for any additional labour or vehicle time reasonably required to complete the job. We reserve the right to prioritise safety and the protection of goods over speed. The customer agrees to cooperate with reasonable instructions given by our team to facilitate the safe and efficient completion of the move.
Claims, Complaints, and Governing Law
Any complaint or claim should be raised as soon as reasonably possible and, in any event, within a reasonable time after the issue is discovered. This helps us investigate promptly and, where appropriate, inspect damage, review handling records, and gather relevant evidence. Claims may require photographs, inventory details, proof of value, and a description of the circumstances. We may decline a claim if notice is unreasonably delayed and this prejudices our ability to assess the matter fairly.
Our total liability for any claim arising from a single booking will not exceed the amount paid, or payable, for the affected service, unless a higher limit is required by law or expressly agreed in writing. We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, or emotional distress, except where such exclusions are unlawful. These limitations are intended to be fair and proportionate to the nature of the service provided.
This agreement is governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. These terms may be updated from time to time, but the version in force at the time of booking will apply to that specific service unless a later written variation is agreed.