South Kensington Movers Service Terms and Conditions

These service terms and conditions set out the basis on which South Kensington Movers provides moving, loading, unloading, packing, and related removal services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear and fair agreement so that both parties understand what is included, what is excluded, and how key issues such as payment, cancellation, liability, and waste handling are managed.

Throughout these terms, references to “we,” “us,” and “our” mean South Kensington Movers. References to “you” and “your” mean the customer, including any person acting on the customer’s behalf. These terms apply whether the booking is made for a residential move, a business relocation, a single-item collection, or a broader removals service. If any specific written agreement or quotation contradicts these terms, the written agreement will take priority only to the extent of that contradiction.

We aim to provide a reliable moving service with clear expectations from the first enquiry to final completion. However, moving work can involve factors outside our control, including access restrictions, parking limitations, weather, traffic, building rules, or delays caused by third parties. These terms are intended to allocate risk in a reasonable way and to ensure that the moving process is carried out safely, lawfully, and with appropriate care.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, received any deposit or written confirmation specified in the quotation. A quotation may be based on the information you provide, including the size and type of property, the number of items, access arrangements, dates, times, and any special handling requirements. If the information later proves to be incomplete or inaccurate, we may need to revise the price, the schedule, or the scope of work. This is especially important for large furniture, fragile items, stairs, restricted access, or long carrying distances.

You are responsible for providing accurate and complete information before the move date. If additional items, heavy goods, dismantling work, or extra labour are required on the day, we may treat this as an amendment to the booking and apply additional charges. We may also refuse to transport certain items if they are unsafe, prohibited, inadequately packaged, or likely to cause damage to other property or vehicles. Any agreed arrival time is an estimate unless we have expressly confirmed a fixed time slot in writing.

Our team may need to assess access on arrival. If the premises, route, parking, lift access, or loading area differ materially from the description provided at booking, we reserve the right to adjust the service, extend the booking, or reschedule where necessary. Customers should ensure that the property is ready for the move at the agreed time and that any relevant permissions, permits, or building approvals have been obtained in advance.

2. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Charges may be calculated on a fixed-price basis, hourly basis, or as a combination of both, depending on the service arranged. Our pricing may reflect the number of staff, the vehicle size, waiting time, packing materials, storage arrangements, and any specialist handling needed for bulky or delicate items. Unless stated otherwise, prices exclude unforeseeable costs caused by delays, changes to the scope of work, additional labour, or third-party charges.

Payment terms will be specified in the quotation or booking confirmation. We may require a deposit to secure the date, and the balance may be due before unloading is completed or on the same day as the service. Where payment is taken after the move, it must be made in full without deduction or set-off unless required by law. If payment is late or declined, we may suspend further work, withhold delivery, or charge reasonable recovery costs and interest where permitted under applicable law.

If the service is delayed because the customer is not ready, provides incorrect information, or fails to obtain access, we may charge waiting time and any additional expenses incurred by our team. If a job takes longer than expected because of extra items, unsafe packing, or restricted access, additional charges may apply in accordance with the quotation or our standard rate. We will always aim to explain such charges clearly before they are incurred where reasonably possible.

3. Cancellations, Amendments, and Rebooking

You may cancel or amend a booking by giving us notice as soon as possible. Cancellation charges may apply depending on how much notice is given and whether we have already allocated staff, vehicles, packing materials, or subcontracted services. If you cancel at short notice, we may retain part or all of any deposit to cover administration and lost booking time. If cancellation occurs after our team has already commenced work, you may be charged for the work completed, travel time, and other reasonable costs incurred.

If you wish to move the booking to another date, we will try to accommodate the request subject to availability. A rebooking does not automatically remove any cancellation charges if the original booking could not reasonably be recovered. We may also need to revise the quotation if the new date, address, or conditions differ from those originally agreed. Any amendment to the booking should be confirmed in writing to avoid misunderstanding.

We reserve the right to cancel or postpone a booking where the service cannot be performed safely, lawfully, or practically due to events outside our control, including severe weather, vehicle breakdown, staff illness, road closures, emergency restrictions, or failure by the customer to provide access or payment. In such cases, we will take reasonable steps to rearrange the service, but we shall not be liable for indirect losses arising from the cancellation or delay. This does not affect rights that cannot legally be excluded.

4. Service Standards and Customer Responsibilities

We will carry out the moving service with reasonable care and skill, using appropriate equipment and trained personnel. The customer must ensure that all items are packed securely unless we have expressly agreed to pack them. Fragile goods, high-value items, and loose components should be clearly identified. You must also tell us about any objects that require special care, including antiques, artwork, glass, electronics, pianos, or items with unusual weight distribution. Where a customer declines recommended protective measures, we are not responsible for damage caused by that decision.

You are responsible for disconnecting appliances unless we have agreed otherwise and for arranging the safe removal of any personal data from devices before transport. The customer must also make sure that pets, children, and unauthorised persons do not interfere with the move. Keys, parking permits, loading instructions, and building rules should be available when needed. If we are unable to complete the service because these obligations are not met, any resulting delay, repeat attendance, or abortive visit may be charged.

We may ask you to sign or otherwise confirm a job sheet, inventory, or completion note at the end of the service. This confirms the work carried out and any visible exceptions noted at the time. It does not remove your statutory rights, but it helps both sides keep an accurate record of what was completed and when.

5. Liability and Claims

We will not be liable for loss or damage caused by information supplied by the customer that is inaccurate, incomplete, or misleading. We are also not responsible for pre-existing defects, wear and tear, hidden faults, unsuitable packaging, or damage caused by items being moved through confined access where the customer asked us to proceed despite a risk warning. Our liability is limited to loss or damage that results directly from our negligence or breach of contract and only to the extent permitted by UK law.

Where liability arises, we may choose to repair, replace, or compensate for the affected item, taking into account age, condition, and market value. We shall not be responsible for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is not allowed by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

If you believe an item has been damaged or lost during the move, you must notify us as soon as reasonably possible and provide supporting details, photographs, and a description of the item. Claims should be made promptly so that we can investigate while the facts are still fresh. Failure to report a problem within a reasonable time may make it harder to assess the claim, although this does not remove any rights you may have under law.

6. Waste Removal and Environmental Compliance

Where our South Kensington movers provide waste removal, clearance, or disposal as part of the service, the customer must ensure that the items to be removed are clearly identified and lawfully capable of being collected. We will only handle waste in accordance with applicable UK waste regulations and any relevant duty of care requirements. We do not accept responsibility for items that should not be mixed with general waste or that require special disposal arrangements unless this has been expressly agreed in advance.

The customer must not place hazardous, prohibited, or uncontrolled materials into items for collection unless we have specifically confirmed that we can handle them. Such materials may include chemicals, oils, asbestos, medical waste, gas cylinders, pressurised containers, or other regulated substances. If prohibited waste is discovered, we may refuse collection, separate it from the load, or require the customer to arrange lawful disposal at their own cost. Any additional fees caused by misdescribed waste or unsafe loading may be charged to the customer.

Where we remove waste on your behalf, we may transfer it only to authorised facilities or licensed carriers as required by law. You agree that items presented for disposal belong to you or that you have authority to dispose of them. You also acknowledge that some waste may be subject to recycling, segregation, or reuse rules. We may issue records or keep internal logs where required by environmental regulations, and the customer agrees to provide any information reasonably needed for compliance.

7. Insurance, Storage, and Delay

We may hold or transport goods temporarily as part of the moving service or while waiting for access to the destination. Unless otherwise agreed in writing, any storage arranged through us is subject to a separate storage agreement or the applicable terms we provide at the time. Items placed into storage may be subject to additional handling charges, inventory procedures, or insurance conditions. It is your responsibility to inform us of any high-value items that require a higher level of cover or special treatment.

Where a move is delayed because the new property is unavailable, keys are not released, or access is restricted, we may charge for waiting time, redelivery, temporary storage, or return transport. If we cannot safely leave items at the destination, we may keep them on the vehicle or at a secure location until further instructions are received. Any such steps are taken at the customer’s risk and expense unless the delay was caused by our own breach.

8. Governing Law and General Provisions

These terms 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 consumer rights provide otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right.

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time of booking will normally apply to that booking unless a later version is agreed in writing. These terms form the entire agreement between the parties in relation to the service, together with any written quotation, job confirmation, or agreed amendment. If you have any questions before booking, you should review the terms carefully and ensure that you understand the scope of the service.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions.