Terms and Conditions for Movers Kensington

These Terms and Conditions set out the basis on which Movers Kensington provides removal, packing, loading, transport, storage coordination, and related moving services to residential and commercial customers in the UK. By making a booking, confirming an estimate, or allowing our team to begin work, you agree to these terms. Please read them carefully before proceeding with any move arranged with Kensington movers or any associated moving services in Kensington.

These terms are designed to explain the process from booking through to completion, including the obligations of both parties, how charges are calculated, when payments are due, and what happens if a move is changed or cancelled. They also address liability, prohibited items, waste handling, and the legal framework that applies to the services provided by our removal company.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Movers Kensington. References to “you” and “your” mean the customer, the person making the booking, and anyone acting with that person’s authority. Where a service is booked on behalf of another individual or business, the person placing the order confirms that they have the necessary permission to accept these terms on that party’s behalf.

1. Booking Process

Bookings may be made after an estimate or quotation has been provided and accepted. A booking becomes confirmed only when we have acknowledged the order and, where required, received any requested deposit or booking fee. Any quotation is based on the information supplied at the time of the enquiry, including the size of the property, access conditions, the number of items, parking arrangements, and whether packing materials or specialist handling are needed.

It is your responsibility to provide accurate and complete information. If the details change before the moving date, you must notify us as soon as possible so that we can assess whether the service, timing, crew size, or price needs to be adjusted. Changes may include additional rooms, extra destinations, access restrictions, long carries, lift availability, dismantling or reassembly requirements, or any items that are unusually heavy, fragile, or valuable.

We reserve the right to refuse or revise a booking if the information provided is materially inaccurate or if circumstances at the property create safety, access, or operational issues that were not disclosed in advance. If a customer requests a specific time slot, we will make reasonable efforts to meet it, but all arrival and completion times are estimates only unless otherwise agreed in writing. Delays caused by traffic, weather, building access, or events outside our control do not automatically entitle you to a refund.

2. Services, Access and Customer Responsibilities

Our services may include labour for loading and unloading, furniture protection, standard disassembly and reassembly, transport between addresses, and other agreed tasks. Unless explicitly included in the quotation, services such as specialist packing, storage, crane hire, disposal work, or the handling of pianos, antiques, artwork, or hazardous goods are not part of the standard service and may require additional charges or refusal.

You must ensure that the premises are reasonably accessible and safe for our team to perform the work. This includes securing parking where required, providing building access information, obtaining permission for lifts or service entrances, and removing obstacles where possible. If we cannot complete the service due to limited access, lack of permission, unsafe conditions, or incorrect address details, waiting charges or abortive costs may apply.

We expect customers to be present or otherwise reachable during the move to make decisions about item placement, access questions, and any unforeseen issues. If you are unavailable and no authorised person is present, we may place items in a reasonable location, continue where safe, or pause the move until instructions are obtained. Any additional time caused by waiting may be chargeable at the applicable rate.

3. Payments and Charges

The price payable is the amount agreed in the quotation or booking confirmation, together with any additional charges arising from changes in scope, waiting time, congestion, parking penalties, extra labour, packing materials, storage arrangements, or disposal services approved by you. Our quotations may be fixed or estimated. Where a quotation is estimated, the final amount will reflect the actual work completed and any agreed amendments.

Unless otherwise stated, payment is due on or before the completion of the service. We may request a deposit or part-payment to secure the booking, and some services may require full or partial advance payment. Accepted payment methods and timing will be stated in the invoice or booking confirmation. If payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by law.

Invoices should be checked promptly. If you dispute a charge, you must raise the issue within a reasonable period and provide supporting information. Undisputed sums remain payable by the due date. We reserve the right to suspend future services or refuse to continue work if payment is not made when due, subject always to our legal obligations and any rights you may have under consumer law.

4. Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving notice in accordance with the terms confirmed at the time of booking. Where cancellation occurs after resources have been allocated, we may charge a cancellation fee to cover administration, reserved labour, vehicle scheduling, and any non-recoverable costs. If cancellation takes place very close to the agreed moving date, the charge may be higher because the slot could not reasonably be reallocated.

If we need to cancel or reschedule due to operational reasons, vehicle breakdown, staff illness, weather, safety concerns, or events beyond our reasonable control, we will inform you as soon as practicable and offer an alternative date or time. Our liability in such cases is limited to the options available under these Terms and Conditions and any rights you have under applicable law.

Moves may be delayed by factors outside our control, including congestion, restricted access, lift faults, building management rules, or adverse weather. In those circumstances, we will act reasonably and keep you informed. We are not responsible for losses caused by delay unless the loss results from our negligence or other breach of duty for which liability cannot lawfully be excluded.

5. Liability, Risk and Insurance

We take reasonable care when handling your belongings, but you remain responsible for declaring items of special value, fragility, or sentimental importance before the move. Unless otherwise agreed, our service is provided on a standard-care basis and is not a substitute for a dedicated insurance policy. You are encouraged to maintain suitable cover for your possessions during packing, transit, storage, and placement at the destination.

Where we are responsible for loss or damage, our liability is subject to these terms and to the extent permitted by law. We are not liable for pre-existing damage, ordinary wear and tear, items packed by you unless our negligence caused the damage, or any loss arising from inadequate packing of goods we were not instructed to pack. We are also not liable for indirect or consequential loss, including missed appointments, loss of profit, or emotional distress, except where such exclusion is prohibited by law.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If you wish to make a claim, you must notify us without undue delay and provide details of the item, the nature of the damage or loss, and any supporting evidence. We may inspect the item, packaging, or delivery location before resolving the claim.

6. Packing, Goods Condition and Customer-Devised Arrangements

When packing is arranged by us, we will use reasonable care and suitable materials unless a different standard has been expressly agreed. When you pack your own items, you are responsible for ensuring cartons are secure, correctly labelled, and suitable for transport. We accept no liability for damage caused by unsuitable packaging, overfilled boxes, loose contents, or concealed defects in furniture, appliances, or fixtures.

It is your responsibility to empty fridges, freezers, washing machines, and other appliances unless we specifically agree otherwise. Liquids, perishables, plants, pets, live organisms, and items that may leak, smell, or contaminate other goods should not be handed over unless their transport has been agreed in advance and is lawful. We may refuse to move items that create health, safety, legal, or operational risks.

Where we dismantle or reassemble furniture, we will use reasonable care, but we are not responsible for weaknesses in old fittings, missing screws, poor-quality manufacture, or hidden defects. You should keep any small parts, instructions, or specialist tools that may be needed. If an item cannot be safely dismantled or reassembled, we may decline the task or recommend an alternative approach.

7. Waste Regulations and Disposal

If you ask us to remove unwanted items, packing waste, or debris, such work will only be carried out where it has been expressly agreed and where the goods can lawfully be handled or transferred. We comply with applicable UK waste regulations and will not dispose of materials in a way that breaches environmental, licensing, or duty-of-care requirements. We may ask you to identify whether items are for reuse, recycling, or disposal.

You must not ask us to remove hazardous waste, asbestos, chemicals, paint, oils, medical waste, batteries, gas cylinders, or any other regulated substances unless this has been specifically agreed and can be lawfully managed. If such items are discovered during the service, we may suspend the relevant work and require you to arrange proper handling. Any costs incurred because of undisclosed waste or prohibited materials may be charged to you.

Where items are removed for disposal, title to those items passes to us only if and when we have expressly accepted them for that purpose. Until then, you remain responsible for ensuring that the items are lawful to transfer and do not contain hidden risks. We may retain records or transfer documentation where required by law or by our waste-handling procedures.

8. Termination, Complaints and General Provisions

We may terminate or suspend the service immediately if you fail to pay, provide unsafe working conditions, request unlawful conduct, or materially breach these Terms and Conditions. If termination occurs after work has begun, you must pay for all services properly provided up to the point of termination, together with any reasonable costs already incurred. We may also end the service if continuing would place staff, property, or third parties at risk.

If you wish to make a complaint, you should raise it as soon as possible after the issue arises and provide enough detail for us to investigate. We will review complaints fairly and respond within a reasonable time. Any attempt to resolve a complaint does not remove your obligation to pay undisputed amounts when due. Nothing in these terms affects your statutory rights as a consumer.

Governing Law and Jurisdiction. These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force and effect.