Westkensington Removals Terms and Conditions

These Westkensington Removals Terms and Conditions set out the basis on which our moving services are supplied to residential and commercial customers. By confirming a booking with Westkensington Removals, the customer agrees that these conditions apply to the full scope of the service arranged, including packing, loading, transport, unloading, storage-related handling where agreed, and any additional labour requested on the day. These terms are designed to make the removal service clear, fair, and legally sound, while protecting both the customer and the company.

This document should be read carefully before a booking is made. It explains how a removals booking is formed, how payments are handled, what happens if a move is cancelled or delayed, the limits of our liability, and the responsibilities that apply when waste, unwanted items, or disposal materials are involved. In these terms, references to ???we??�, ???us??�, and ???our??� mean Westkensington Removals, and references to ???you??� or ???the customer??� mean the person, business, or organisation receiving the service.

By placing a booking, the customer confirms that they are authorised to instruct the move and that all information provided is accurate and complete. If the customer is acting on behalf of another person, company, landlord, tenant, or agent, the customer remains responsible for ensuring that the instructions are correct. Any quotation or estimate is based on the details supplied at the time and may be revised if the actual requirements differ materially from those described.

Booking Process

1. Booking and Service Formation

A booking may be requested by phone, email, online enquiry, or through any written method we accept from time to time. A booking is only confirmed when we have accepted the request, agreed the service details, and, where required, received any deposit or prepayment. A removals booking confirmation may include the moving date, collection and delivery details, access information, inventory or item list, vehicle requirements, and any special handling requirements. Until we have issued confirmation, availability is not guaranteed.

We rely on the accuracy of the information provided. This includes access conditions, parking restrictions, stair access, lift availability, item weights, disassembly requirements, fragile goods, and any need for packaging materials or specialist equipment. If the service changes after confirmation, we may adjust the price, timing, vehicle size, staffing, or method of delivery. Where a change significantly affects the service, we may also need to reschedule or decline the revised instruction.

Pricing, Estimates and Payment

Prices may be provided as fixed quotations or as estimates based on time, labour, vehicle use, distance, and any additional services agreed. A fixed quotation remains valid only for the scope described in writing. An estimate is not a guaranteed final price and may increase if the actual work takes longer, requires more labour, involves extra items, or is complicated by access issues, waiting time, or unforeseen delays outside our control. Any additional charges will be explained where reasonably possible before they are incurred.

Payment terms will be confirmed at booking or before the move begins. Unless otherwise agreed in writing, payment must be made in full on completion of the service, immediately after unloading, or in accordance with any invoice terms we issue. For some bookings, we may require a deposit to secure the date. Deposits are generally non-refundable except where required by law or where we cancel the service without lawful reason. If an account arrangement has been agreed, the invoice must be settled by the stated due date.

We may charge for waiting time, additional stops, congestion caused by incomplete preparation, and any extra labour requested by the customer on the day. If payment is declined, overdue, reversed, or disputed without valid reason, we may suspend future services, seek recovery of sums owed, and charge reasonable costs incurred in pursuing payment, to the extent permitted by law. All prices are stated in pounds sterling unless otherwise agreed.

2. Cancellations, Rescheduling and Customer Responsibilities

The customer may cancel or reschedule a booking by giving notice in writing. The amount refundable, if any, will depend on the timing of the cancellation and any costs already incurred. If a cancellation is made well in advance, we will normally refund any balance paid after deducting any reasonable administrative or reservation costs already incurred. If cancellation is made close to the moving date, we may retain all or part of the deposit or charge a cancellation fee reflecting the loss of reserved time and resources. Where a move has already begun, charges will be due for work completed and expenses reasonably incurred.

We may cancel or postpone a booking if circumstances beyond our control make it impracticable or unsafe to proceed, including severe weather, vehicle breakdown, road closures, staff illness, strike action, unsafe access, or the discovery of inaccurate booking information. If we cancel without fault on your part, we will offer a rescheduled date or refund sums paid for the unused part of the service. We are not liable for indirect losses arising from a lawful cancellation or postponement, provided we have acted reasonably.

Customers must ensure that the property, access route, and destination are ready for the move. This includes arranging parking permissions where needed, securing lift access, removing hazards, protecting delicate surfaces where appropriate, and ensuring that essential utilities, keys, or entry arrangements are available. Where delays are caused by the customer???s failure to prepare properly, additional charges may apply. The customer is also responsible for declaring items that require special treatment, such as antiques, artwork, pianos, chemicals, or high-value equipment.

3. Liability and Risk

We will carry out our services with reasonable care and skill. However, removals involve movement of goods, property access, and handling conditions that may create inherent risks. Except where prohibited by law, our liability is limited to loss or damage caused directly by our negligence, breach of contract, or wilful misconduct. We do not accept responsibility for pre-existing damage, hidden defects, or damage caused by inadequate packing performed by the customer unless we have expressly agreed to pack the item and the damage resulted from our failure to exercise reasonable care.

Customers should ensure that fragile, valuable, or sentimental items are identified in advance. Unless we have agreed to a specialist service, we recommend that such items are transported separately, insured appropriately, and packed by the owner or by a professional packer. We may refuse to move items that appear unsafe, illegal, contaminated, or unsuitable for transport. Any advice we give about packing, lifting, or handling is general in nature and does not create a guarantee that damage will not occur.

Our team may dismantle or reassemble furniture only if that has been agreed in advance or requested on the day and accepted by us. We are not responsible for damage arising from items that are poorly constructed, weakened, manufactured with defects, or assembled in a way that makes safe dismantling difficult. If walls, floors, fixtures, or doorframes are damaged because access routes were unusually narrow, cluttered, or unstable, our liability will be assessed by reference to the condition we could reasonably observe and the information supplied before the move.

4. Insurance and Claims

Where appropriate, we may hold insurance cover related to our operations, but such cover does not replace the customer???s own insurance responsibilities. The customer should check whether their household, contents, landlord, tenant, business, or transit insurance covers goods during removal. Any statement we make about insurance is limited to confirming that a policy may exist; it is not a promise of full compensation for every loss. If the customer requires enhanced protection, this must be discussed and agreed before the move.

Any claim for damage, missing items, or service failure must be notified to us within a reasonable time after the event is discovered, and in any case no later than the period required by law or by any written claims procedure we issue. The customer must provide photographs, descriptions, inventory details, and any other information reasonably requested to assess the claim. We may inspect damaged items, packaging, or access routes before agreeing liability. Failure to preserve relevant evidence may affect the outcome of a claim.

We will not be liable for losses that are indirect, consequential, or purely financial unless the law requires otherwise. This includes loss of profit, loss of opportunity, reputational harm, or missed deadlines caused by factors outside our control. Our total liability for a booking will not exceed the amount paid or payable for the relevant service, except where the law states that liability cannot be limited in that way.

Waste Regulations and Disposal of Unwanted Items

If the service includes removal of waste, packaging, old furniture, or other unwanted items, the customer must tell us in advance. We only handle waste in accordance with applicable UK waste regulations. Waste must be described honestly and accurately so that it can be classified, loaded, transported, and disposed of lawfully. Certain materials may require special handling, separate licensing, or may be refused altogether if they are hazardous, prohibited, contaminated, or otherwise unsuitable for standard removal.

Where waste is collected as part of the service, ownership of the waste passes only when we lawfully accept it for transport and disposal. The customer remains responsible for ensuring that no prohibited items are mixed into general waste without disclosure. Items commonly subject to special rules may include paint, solvents, gas bottles, batteries, fluorescent tubes, asbestos, electrical waste, oils, and clinical materials. If undisclosed restricted waste is discovered, we may refuse to take it, charge additional fees, or return the items at the customer???s expense where lawful and practical.

We may use licensed waste carriers or approved disposal facilities where required. The customer agrees that any waste transfer paperwork, receipts, or compliance records may be completed in line with legal requirements. If the customer asks us to dispose of recyclable materials, donations, or reusable items, we will do so only if that has been agreed and only where it is lawful and operationally practical. We will not participate in unlawful dumping, fly-tipping, or any disposal practice that breaches environmental law.

5. Additional Conditions

We may refuse or suspend services if the customer, occupants, or third parties behave abusively, threaten staff, obstruct the move, or create an unsafe working environment. Our crew may leave the site if conditions become unsafe, illegal, or materially different from those agreed. In such cases, the customer may remain liable for reasonable charges already earned and for costs caused by the interruption. We may also withdraw the service if the customer requests unlawful handling, incorrect declarations, or work outside our competence.

Any timeframes provided are estimates unless we have expressly agreed a guaranteed slot in writing. Delays can arise from traffic, access issues, previous jobs overrunning, weather, or events beyond our control. We will use reasonable efforts to keep the customer informed, but time is not of the essence unless we have specifically agreed otherwise in writing. The customer should therefore avoid booking other services, deliveries, or handovers that depend on an exact arrival or completion time unless that risk has been accepted in advance.

If any term of this document is found to be invalid, unlawful, or unenforceable, the remaining terms will continue in full force and effect. Any failure by us to enforce a right on one occasion does not waive that right for the future. These terms may be updated from time to time, and the version applicable to a booking will normally be the version in force when the booking was confirmed unless a change in law requires immediate application of a revised term.

6. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. Nothing in these terms affects any statutory rights that cannot be excluded, restricted, or changed by agreement.

For the avoidance of doubt, Westkensington Removals supplies services subject to the standards and protections required under UK law. By engaging our removal company services, the customer acknowledges that these terms are intended to create a clear and balanced working arrangement for both parties. If there is a conflict between a written quotation and these Terms and Conditions, the quotation will prevail only to the extent of that conflict and only for the specific booking it describes.

Acceptance of a quotation, confirmation of a moving date, payment of a deposit, or allowing us to begin work constitutes acceptance of these terms. Customers are encouraged to review them before booking so that the process, costs, and responsibilities connected with the moving service are fully understood. These conditions apply to the extent permitted by law and are designed to operate alongside any consumer rights that cannot be excluded.