Terms and Conditions for Kingston Upon Thames Removals
These Terms and Conditions set out the basis on which Kingston Upon Thames Removals provides removal, transportation, packing, and related services. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your move or associated services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Kingston Upon Thames Removals, the provider of removal and related services.
1.2 "Customer" means the person, firm or organisation that requests and pays for the services.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, storage, transportation, or associated work carried out by the Company.
1.4 "Goods" means the items of any description in respect of which the Services are to be provided.
1.5 "Service Area" means the primary operating area of the Company, including Kingston upon Thames and surrounding districts, as well as moves to and from other locations within the United Kingdom.
2. Scope of Services
2.1 The Company offers household and office removals, man and van services, packing and unpacking services, and related transportation within its Service Area and across the United Kingdom.
2.2 The exact scope of the Services will be set out in a quotation or booking confirmation provided to the Customer. Only those Services expressly described in the quotation or booking confirmation are included in the agreed price.
2.3 Any additional services requested on the day of the move or after the commencement of the Services may incur extra charges and will be carried out subject to staff availability and at the Company’s discretion.
3. Quotations and Pricing
3.1 Quotations are based on the information provided by the Customer, including but not limited to the volume or list of goods, access conditions, parking availability, distance between properties, and any special requirements.
3.2 Quotations are normally provided free of charge and are valid for the period stated in the quotation, or if no period is stated, for 30 days from the date of issue.
3.3 The Company reserves the right to amend the quotation or apply additional charges if:
(a) the information supplied by the Customer is incomplete or inaccurate;
(b) the services requested differ from those originally quoted;
(c) access to the property is significantly more difficult than anticipated, including but not limited to excessive stairs, restricted doorways, long carrying distances, or lack of suitable parking;
(d) the move involves additional journeys, delays outside the Company’s control, or waiting time not caused by the Company.
3.4 Unless otherwise stated in writing, quoted prices do not include customs duties, parking fees, congestion charges, tolls, or other third party charges. These will be payable by the Customer in addition to the quoted amount.
4. Booking Process
4.1 A booking is considered provisional until the Customer has:
(a) accepted the quotation or confirmed the booking details in writing or via an agreed method; and
(b) paid any required deposit specified by the Company.
4.2 The Company may, at its discretion, request additional confirmation or information prior to accepting a booking, especially for larger moves, long-distance jobs, or where there are special handling requirements.
4.3 The Customer must ensure that all details provided at the time of booking are accurate, including collection and delivery addresses, access details, dates, and times.
4.4 The Company reserves the right to refuse or cancel any booking where it reasonably believes that carrying out the Services would be unsafe, unlawful, or otherwise inappropriate.
5. Payments
5.1 The Customer agrees to pay the charges for the Services in accordance with the quotation or booking confirmation and these Terms and Conditions.
5.2 The Company may require a deposit to secure the booking. The amount and due date of any deposit will be communicated to the Customer at the time of booking.
5.3 Unless otherwise agreed in writing, the balance of any charges is due on or before the day the Services are provided. The Company may refuse to commence or continue the Services if payment is not received when due.
5.4 The Company may accept various forms of payment, including card payments, bank transfers, or cash, subject to any conditions indicated at the time of booking. The Customer must ensure that any electronic payments are made in sufficient time for cleared funds to be received by the due date.
5.5 If payment is not received on time, the Company reserves the right to charge interest on all overdue sums at the statutory rate, accruing daily until payment is made in full, and to recover all reasonable costs incurred in collecting such overdue amounts.
6. Cancellations and Postponements
6.1 If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as possible.
6.2 The following cancellation charges may apply, based on the notice given before the agreed start time:
(a) More than 7 days’ notice: No cancellation fee. Any deposit paid may be refunded or transferred, at the Company’s discretion.
(b) Between 3 and 7 days’ notice: Up to 50 percent of the quoted price may be charged.
(c) Less than 3 days’ notice, including same-day cancellations: Up to 100 percent of the quoted price may be charged.
6.3 The Company may, at its discretion, allow postponement without charge where reasonable notice is given and an alternative date is agreed, subject to availability.
6.4 If the Company cancels the booking due to circumstances within its control, any advance payments received will be refunded. The Company shall not be liable for any indirect or consequential loss arising from such cancellation.
7. Customer Responsibilities
7.1 The Customer is responsible for:
(a) obtaining all necessary permissions for parking and access at collection and delivery locations;
(b) ensuring that the property is ready for the Services, including appropriate packing of goods where the Company has not been contracted to provide packing;
(c) properly securing or preparing appliances, electronics, and delicate items, unless otherwise agreed in writing;
(d) arranging adequate insurance cover for goods if the Customer requires cover beyond the Company’s standard liability limits.
7.2 The Customer must not submit for removal or storage any prohibited, dangerous, illegal, or environmentally harmful items, including but not limited to explosives, flammable substances, firearms, drugs, perishable goods, live animals, or items subject to special regulation, unless explicitly agreed in writing.
7.3 The Customer should be present, or represented by an authorised person, at both collection and delivery addresses to oversee the Services and check that all Goods are loaded and unloaded as required.
8. Access and Parking
8.1 The Customer must provide accurate information about access restrictions at all relevant locations, including height, width, and weight limits, parking restrictions, and any other conditions that may affect the Services.
8.2 The Customer is responsible for arranging and paying for any parking permits, dispensations, or permissions required to allow the Company’s vehicles reasonable access.
8.3 The Company is not liable for delays or additional charges arising from inadequate or restricted access, unsafe approach roads, or inability to park within a reasonable distance of the property.
9. Liability and Insurance
9.1 The Company will take reasonable care in handling and transporting the Goods. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.
9.2 The Company’s standard liability for loss or damage arising from its negligence or breach of contract shall be limited to a reasonable sum per item or per consignment, as specified in the quotation or booking confirmation. If no specific limit is stated, statutory or common law limitations may apply.
9.3 The Company shall not be liable for:
(a) loss or damage arising from the Customer’s failure to pack properly where the Company has not supplied packing services;
(b) damage to fragile or high-value items not disclosed to the Company in advance;
(c) loss of or damage to items packed by the Customer in sealed containers, cartons, or furniture where the contents were not inspected by the Company;
(d) normal wear and tear, minor scuffs, or superficial marks arising from reasonable handling;
(e) loss or damage caused by weather, road traffic conditions, or other events beyond the Company’s reasonable control.
9.4 The Customer is encouraged to arrange independent insurance if they require cover that exceeds the Company’s standard liability limits.
9.5 Any claim for loss or damage must be notified to the Company as soon as practicable and in any event within 7 days of completion of the Services, providing reasonable details of the alleged loss or damage.
10. Excluded Items and Special Risks
10.1 The Company will not be liable for loss of or damage to items of special value, including but not limited to jewellery, watches, precious metals, cash, important documents, collections, antiques, or works of art, unless expressly agreed in writing and specifically listed before the move.
10.2 The Company does not accept responsibility for:
(a) dismantling or reassembly of items unless agreed as part of the Services;
(b) disconnection or reconnection of appliances, unless explicitly agreed in writing;
(c) damage resulting from inherent defects, poor construction, or pre-existing wear in furniture or other goods.
11. Waste Regulations and Disposal
11.1 The Company operates in accordance with applicable UK waste and environmental regulations. It does not carry out unlawful tipping or disposal of any items.
11.2 Where the Customer requests disposal of unwanted items, this will be treated as a separate service and may incur additional charges. The Company will only transport waste or items for disposal to appropriately licensed facilities or through authorised channels.
11.3 The Customer must not request the Company to dispose of items in any way that would breach waste management or environmental laws. If the Customer insists on unlawful disposal, the Company will refuse the request and may cancel the Services without refund.
11.4 The Customer remains responsible for any fines, penalties, or legal costs that arise from providing false information or requesting unlawful waste disposal.
12. Delays and Events Beyond Control
12.1 The Company will use reasonable efforts to carry out the Services at the agreed time, but cannot guarantee precise arrival or completion times.
12.2 The Company is not liable for delays or failure to perform the Services caused by circumstances beyond its reasonable control, including but not limited to severe weather, accidents, traffic congestion, breakdowns, road closures, strikes, or acts of government or public authority.
12.3 Where a delay occurs for reasons beyond the Company’s control, the Company may, at its discretion, rearrange the Services or adjust the charges to reflect additional waiting time or alternative arrangements.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, preferably on the day of the move so that it can be addressed promptly.
13.2 Formal complaints should be submitted in writing, setting out the details of the issue, the date of the move, and any relevant evidence. The Company will investigate and respond within a reasonable time.
14. Data Protection and Privacy
14.1 The Company will collect and use personal data provided by the Customer for the purposes of administering bookings, carrying out the Services, handling payments, and dealing with any queries or complaints.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will not sell or misuse Customer information.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any contract between the Company and the Customer, are governed by and construed in accordance with the laws of England and Wales.
15.2 The parties 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue to be valid and enforceable.
16.2 No failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall be considered a waiver of that right or remedy.
16.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
16.4 These Terms and Conditions, together with the quotation or booking confirmation, constitute the entire agreement between the Company and the Customer concerning the Services and supersede all prior discussions, understandings, or agreements.
