Kentishtown Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Kentishtown Removals provides removal services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to create clarity around the moving service agreement, including the booking process, payments, cancellations, liability, waste handling, and the law that applies to the contract.

In these terms, references to “we”, “us”, and “our” mean Kentishtown Removals, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to domestic and commercial removals unless we agree otherwise in writing. Any special arrangements must be confirmed in writing to be valid.

We aim to provide a professional removals service with transparent expectations. However, removals can be affected by access, parking, weather, delays, and the condition of items being moved. For that reason, it is important that the customer provides accurate information before the booking is accepted and continues to update us if any material details change. The following terms should be read carefully before any service begins.

All quotations are based on the information supplied by the customer, including the size of the move, the number of rooms or items, access conditions, lifting requirements, and any special handling needs. A quote may be provided verbally or in writing, but it will only become binding once we confirm acceptance of the booking. If the customer changes the scope of the work after a quote has been issued, we reserve the right to revise the price.

The booking process usually begins when you provide details of the move, preferred dates, locations, and any relevant constraints. We may ask for photographs, inventories, access details, or other information to assess the job accurately. Once a quotation is accepted, we may request a deposit or confirmation payment. A booking is not secured until we have acknowledged it, and where applicable, the required deposit has cleared.

If you request specific time slots, vehicle types, packing materials, storage arrangements, or additional labour, these must be agreed in advance. Any changes requested close to the moving date may affect availability and price. We will take reasonable steps to accommodate amendments, but acceptance of changes is at our discretion and subject to operational capacity.

Customers must ensure that the information provided during booking is complete and accurate. This includes details of access restrictions, narrow staircases, parking limitations, heavy or fragile items, and any goods requiring specialist care. If our team arrives and the actual conditions differ materially from the information supplied, additional charges may apply or, in serious cases, the work may need to be postponed.

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise stated, balances are due on or before the moving date. We may accept bank transfer, card payment, or another approved method, but cash is only accepted where expressly agreed in advance. Any deposits paid are used to reserve time and resources for your move and may be non-refundable except where required by law or expressly stated otherwise.

All prices are subject to change if the customer requests additional services, the move takes longer than expected due to delays outside our control, or the scope of the work increases. This includes, without limitation, extra loading or unloading time, additional stops, disassembly or reassembly not included in the original quote, and handling items that were not disclosed in advance. Any overtime or supplementary work will be charged at the rates notified to you.

Late payment may result in suspension of the service, refusal to release goods, or the application of reasonable recovery costs where permitted by law. We reserve the right to charge interest on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable to business customers, and otherwise at a reasonable rate permitted by law. You remain responsible for all payment obligations even if you are not present on the day of the move.

Cancellations must be made as soon as possible. If you cancel after we have confirmed the booking, we may retain the deposit to cover administrative and scheduling costs. If you cancel at short notice, or if vehicles, staff, or equipment have already been allocated, additional cancellation charges may apply. The closer the cancellation is to the moving date, the more likely it is that a fee will be charged to reflect wasted resources.

If we have to cancel or postpone due to circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, staff illness, or safety concerns, we will notify you as soon as reasonably practicable and arrange an alternative date where possible. We are not liable for losses caused by reasonable postponement where the delay is outside our control, but we will act fairly and in good faith to minimise inconvenience.

Customers should be aware that removals involve the movement of possessions through shared spaces, tight access points, and varying property conditions. While we take care to protect items and property, some risk is inherent in the process. You should remove or secure valuables, cash, jewellery, important documents, and irreplaceable items unless we have expressly agreed in writing to transport them. We do not recommend including such items in the general load.

Our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to use reasonable care and skill. We are not responsible for pre-existing damage, ordinary wear and tear, hidden defects, inadequate packing by the customer, or damage resulting from items being inherently fragile or unsuitable for transport. Where the customer packs items themselves, we are not liable for breakage caused by unsuitable packing materials or methods.

To the fullest extent permitted by law, we will not be liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Any claim for damage must be reported to us as soon as reasonably possible after the event.

If items are damaged or lost during the service and we are at fault, our liability will normally be limited to the reasonable repair cost, the replacement cost, or a fair value assessment, depending on the circumstances and the evidence provided. We may request photographs, receipts, proof of value, or an independent estimate before processing any claim. Claims should be made promptly so that we can investigate while the facts are fresh.

We may refuse to move items that are prohibited, unsafe, improperly packaged, excessively heavy without prior notice, or likely to cause damage to our vehicles, equipment, or personnel. This includes hazardous substances, flammable materials, explosives, illegal goods, live animals, perishable items that require special storage, and any goods whose transport would breach applicable law or regulation. The customer is responsible for ensuring that prohibited items are not included in the load.

If we discover that a load contains items that should not be transported, we may remove them, decline to continue the service, or notify the relevant authorities where required by law. Any costs arising from prohibited items, including delays, disposal, or cleaning, may be charged to the customer. We reserve the right to inspect goods where reasonable to do so for safety or compliance reasons.

Where our service includes the removal of unwanted items, packaging, or general waste, the customer must comply with all applicable UK waste regulations. We will only transport, handle, or dispose of waste where it is lawful for us to do so and where the relevant arrangements have been agreed in advance. Waste must be accurately described, and the customer must not conceal hazardous, electrical, or restricted materials within general waste.

If we collect waste as part of a clearance or removals job, we may act as a waste carrier only to the extent permitted by law and in accordance with the Environment Act, the Waste (England and Wales) Regulations, and any other applicable rules. The customer must not request us to dispose of items unlawfully, fly-tip waste, or deliver controlled waste to an unauthorised site. We reserve the right to refuse any waste that is not properly declared.

The customer remains responsible for confirming that any waste handed to us is lawful to remove and that they have the authority to dispose of it. If specialist disposal, segregation, or recycling fees apply, these may be added to the final charge. Where required, we may issue or retain records relating to waste transfer or disposal. Failure by the customer to provide accurate waste information may result in additional costs or refusal of the service.

Customers must provide safe and suitable access to the property and must ensure that parking arrangements, permits, and permissions are in place unless we have agreed to manage them otherwise. If delays occur because access is blocked, the property is inaccessible, lifts are unavailable, or permissions are missing, additional waiting time or abortive visit charges may apply. Our team is entitled to stop work where conditions present a health and safety risk.

We will take reasonable care of your belongings while they are in our possession, but it is your responsibility to ensure items are properly prepared for transit unless packing has been included in the service. Fragile items should be disclosed in advance and, where appropriate, packed securely. Furniture should be emptied before loading unless we agree otherwise. We may decline to move items that are unsafe due to poor condition or structural weakness.

If dismantling or reassembly is included, we will do so using reasonable skill and care, but we are not responsible for items that cannot be reassembled because of missing fittings, pre-existing defects, or manufacturer limitations. You should retain instructions, spare parts, and fixings where possible. If any item requires specialist tools or additional labour that were not disclosed at the time of quoting, extra charges may apply.

Any complaint should be raised as soon as possible so we can investigate and, where appropriate, take corrective action. We ask that you give us a fair opportunity to assess the issue and inspect the item or property concerned. No claim will be considered properly resolved until we have had a reasonable chance to review the facts and request supporting information. This does not affect any rights you may have under consumer law.

These terms are governed by the laws of England and Wales, and any dispute arising from or connected with the service, the quotation, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall be treated as a waiver of that right.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply to your service unless we agree a later update in writing. By proceeding with a booking, you confirm that you have read, understood, and accepted these Kentishtown removals terms and the conditions governing the move.