Terms and Conditions for Kensington Movers

These Terms and Conditions set out the basis on which Kensington Movers provides domestic and commercial removal services, including packing, loading, transportation, unloading, and related moving support. By making a booking with us, you agree to be bound by these terms. Please read them carefully before confirming any service, as they explain how the move will be arranged, what we require from you, how charges are applied, and what happens if plans change. These terms are designed to be fair, transparent, and consistent with applicable UK law.

For the purposes of these terms, references to “we”, “us”, and “our” mean Kensington Movers, and references to “you” or “the customer” mean the person or business requesting our services. Unless otherwise agreed in writing, our services are provided on a quotation basis and are limited to the scope described in the booking confirmation. Any additional services, waiting time, special handling, storage, or disposal work may attract extra charges. The exact service level will depend on the information you provide at the time of booking.

A move with Kensington Movers should be planned using accurate information about items, access, timing, parking, and any special requirements. If the details you provide are incomplete or incorrect, we may need to revise the price, the crew size, the vehicle used, or the schedule. These terms are intended to make the process clear and manageable for both parties, while keeping the focus on safe, lawful, and efficient removals.

Booking Process

To make a booking, you must provide accurate information about the collection and delivery addresses, the date or preferred date range, the inventory of items, access conditions, and any objects requiring extra care. We may offer an estimate, survey, or fixed quotation depending on the nature of the service. A quotation may be based on the information supplied at the time and may be subject to revision if the actual job differs from the description given. The booking is only confirmed when we have accepted your request and you have received written confirmation from us.

Removal services are scheduled subject to availability, and time slots may be affected by traffic, weather, access restrictions, or delays outside our control. You are responsible for ensuring that the pickup and delivery locations are accessible and suitable for the vehicle and crew booked. This includes arranging any necessary parking permissions, lift access, permits, or building approvals unless we have expressly agreed to handle them. If access is restricted or unsafe, we may suspend the service until the issue is resolved.

Where a site survey has been carried out, the survey findings may form part of the booking basis. However, the final service will still depend on accurate disclosure by you. If items are not disclosed, are unusually heavy, fragile, or require dismantling, the quote may be adjusted. We reserve the right to decline to move items that are prohibited by law, unsafe to transport, or beyond the practical scope of the agreed service. Any changes to the booking should be requested as early as possible and will only take effect when confirmed by us.

Payments and Charges

Unless otherwise stated in the quotation, payment terms will be confirmed in writing before the service date. We may require a deposit to secure the booking, with the balance payable on or before completion of the move. In some cases, payment may be requested on the day of service before unloading or upon completion, depending on the type of job and the agreed arrangement. We accept payment by the methods notified at the time of booking. Any bank charges, failed payment fees, or costs arising from late payment may be passed on to you where lawful.

Our prices are based on the details provided and may include labour, vehicle use, standard protective materials, and normal handling time. Charges may increase where the job requires extra floors, difficult access, waiting, additional journeys, unplanned packing, dismantling or reassembly, storage, or disposal services. If the actual workload is greater than expected, we may inform you of revised charges before continuing, where reasonably practicable. By agreeing to proceed, you accept the updated cost. Moving and removal charges are exclusive of any third-party fees unless expressly stated otherwise.

Any invoice issued by us must be paid in full by the due date shown. If payment is overdue, we may charge statutory interest and recover reasonable costs of collection, in accordance with applicable UK legislation. We may also suspend further services until all outstanding sums are settled. Title to any materials supplied remains with us until paid for in full, where relevant. All prices are quoted in pounds sterling unless otherwise stated.

Cancellations, Amendments, and Delays

You may request to cancel or amend a booking by giving us notice in writing or through the agreed booking channel. If you cancel within a reasonable period before the scheduled date, any deposit treatment will depend on the amount of notice given and any costs we have already incurred. Cancellations made at short notice may result in a charge reflecting the resources reserved for your booking, including crew allocation, vehicle scheduling, and lost availability. If a cancellation occurs after the team has already been dispatched, additional charges may apply.

We may need to amend or cancel a booking if circumstances beyond our control make it impractical or unsafe to perform the service, including severe weather, breakdown, road closures, strikes, or other operational disruptions. In such cases, we will aim to offer an alternative date or reasonable rearrangement. We are not liable for delay caused by events outside our control, but we will use reasonable efforts to minimise disruption. If you are unable to proceed on the agreed date because access is not available, this may be treated as a late cancellation or wasted attendance.

Where a customer asks us to wait beyond the reasonable period included in the booking, waiting time may be charged at our standard rate. If the move cannot continue due to missing keys, late completion at the property, or third-party delays, we may either reschedule the service or charge for the additional time and attendance. Any request to change the scope of the service, including extra items, different addresses, or revised timings, must be agreed by us in advance. Removal company terms relating to cancellation are intended to balance fairness with operational certainty.

Liability and Customer Responsibilities

We will exercise reasonable care and skill in providing our services. However, unless otherwise required by law, our liability is limited to direct loss or damage that is a foreseeable result of our breach of contract or negligence. We do not accept responsibility for indirect or consequential loss, including loss of profit, business interruption, emotional distress, or delay-related inconvenience. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any matter that cannot lawfully be excluded under UK law.

You are responsible for preparing goods for transport unless packing has been expressly included in the service. This includes securing loose parts, emptying drawers where required, protecting fragile items, and ensuring that any special instructions are clearly communicated. We are not liable for damage caused by pre-existing defects, inadequate packing by you, inherent weakness, ordinary wear and tear, or goods that were not fit for transportation. If items are particularly valuable, delicate, antique, or irreplaceable, you should notify us in advance and consider suitable insurance.

Our team may refuse to move items that are unsafe, illegally held, or likely to cause damage due to their condition or weight. Where we agree to move heavy or awkward items, you must ensure that flooring, walls, stairs, and access routes can reasonably support the work. We are not responsible for damage caused by concealed defects, unstable fixtures, or structures that were not disclosed. If you ask us to place items in a specific position, it is your responsibility to confirm that the area is suitable and can bear the load.

We may use blankets, straps, trolleys, and other protective equipment in the ordinary course of a house move or commercial relocation. These measures are intended to reduce risk but do not eliminate it entirely. If you notice damage, loss, or an issue during the move, you should notify the crew as soon as reasonably possible so it can be noted. Any claim must be made with sufficient detail and evidence, and within a reasonable time after the service. Failure to report issues promptly may affect our ability to investigate.

Waste Regulations and Disposal

Where we provide removal of unwanted items, packaging, or debris, this service will be carried out in compliance with applicable UK waste laws and duty of care requirements. We will only transport, handle, and dispose of waste that we have agreed to take. You must not include hazardous, illegal, or restricted materials unless we have confirmed in writing that we are authorised and equipped to manage them. Examples may include asbestos, chemicals, paint, oils, gas cylinders, clinical waste, batteries, and electrical equipment requiring specialist processing.

Any waste collected as part of a removals service may be separated, sorted, recycled, reused, or disposed of using authorised facilities. You acknowledge that once waste is handed over for lawful disposal, ownership and control may transfer in accordance with the relevant arrangements. If waste contains items that are not suitable for ordinary disposal, we may reject them or apply additional handling charges. You are responsible for disclosing the contents of any bags, boxes, bins, or containers before collection.

Where required, we may retain records relating to the transfer and disposal of waste to demonstrate compliance with legal obligations. You agree not to place prohibited waste into materials handed to us without prior notice. If undisclosed hazardous material is found, we may stop work immediately, quarantine the affected items where safe to do so, and charge for any resulting delay, specialist handling, or disposal costs. A breach of waste rules may also lead us to refuse future service.

Insurance, Claims, and Service Standards

We may hold insurance appropriate to our operations, but insurance does not create a promise that every risk will be covered. Any cover that applies will be subject to the terms of the relevant policy and any conditions stated in your quotation or booking confirmation. It is your responsibility to arrange separate cover for items of high value if our standard liability does not meet your needs. Where a claim is valid, our obligation may be limited to repair, replacement, or reasonable compensation, subject to the applicable limits and exclusions.

We aim to deliver a professional moving service carried out with care, courtesy, and attention to agreed timescales. However, delivery schedules are estimates unless expressly guaranteed in writing. Delays can occur for reasons outside our control, and a delayed arrival does not automatically entitle you to compensation. If our performance falls materially below the standard expected, your remedy will be assessed in accordance with these terms and the law. We may request supporting evidence, such as photographs, inventories, or receipts, to assess any claim.

Nothing in these terms affects your statutory rights as a consumer, where applicable. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any term shall be treated as a waiver of our rights. We may update these terms from time to time, and the version in force at the time of your booking will apply unless otherwise agreed.

Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules provide otherwise. If services are supplied in another part of the United Kingdom, these terms will still be interpreted consistently with the applicable legal framework, without changing the governing law unless we expressly agree in writing.

Any notice or communication relating to a booking should be made through the agreed service channel and is effective when received, not when sent. If any part of these terms is inconsistent with a quotation or written amendment, the written amendment will apply to the extent of the inconsistency. These terms form the entire agreement between you and Kensington Movers concerning the relevant service, unless expressly varied in writing by both parties. The fact that we act flexibly in one instance does not mean we must do so in all cases.

The headings in this document are for convenience only and do not affect interpretation. You agree that the service is entered into on the basis of the information you have supplied and the conditions set out above. By confirming your booking, you acknowledge that you have read, understood, and accepted these terms for the provision of your house removal, office relocation, or related moving arrangement. Any special agreement must be recorded in writing to be valid. These terms are intended to support a clear, lawful, and efficient service relationship.