Movers Kingston Terms and Conditions
These Terms and Conditions set out the basis on which Movers Kingston provides residential and commercial moving services, including packing, loading, transport, unloading, and related support services. By making a booking, the customer agrees to be bound by these terms, which apply to all quotations, reservations, service confirmations, and completed jobs unless otherwise agreed in writing. These terms are intended to protect both the customer and the moving company by creating a clear understanding of responsibilities, service limits, and payment expectations.
For the purposes of these terms, the words “we,” “us,” and “our” refer to the moving service provider, while “you” and “your” refer to the customer, account holder, or person placing the booking. Any reference to a move or relocation service includes standard removals, packing assistance, furniture handling, and any additional work agreed before the date of service. The scope of work may vary depending on the size of the property, access conditions, quantity of items, and any specialist items involved.
These terms form part of the agreement between the customer and Movers Kingston. If any clause is found to be unenforceable by a court of competent jurisdiction, the remaining clauses will continue to apply in full force. We recommend that customers review these terms carefully before confirming a booking, particularly where the move involves fragile items, time-sensitive delivery, large furniture, or disposal of unwanted goods.
Booking Process
A booking may be requested by providing the relevant move details, including the collection address, delivery address, preferred date, size of property or premises, approximate volume of items, access information, and any special requirements. Once we receive the details, we may issue a quotation or provisional estimate based on the information supplied. All quotations are subject to confirmation and may be revised if the actual conditions differ materially from those described at the time of booking. This includes, without limitation, inaccurate inventory information, restricted access, parking limitations, stair-only access, or additional labour requirements.
To secure a moving date, we may require acceptance of the quotation and, in some cases, a deposit or advance payment. A booking is not confirmed until we have accepted it in writing, electronically, or through another clear form of confirmation. We reserve the right to refuse or decline a booking where the requested service is unavailable, where appropriate access arrangements cannot be reasonably confirmed, or where the booking would require work outside our operational capacity. Any time quoted for arrival or completion is an estimate only unless expressly stated as a fixed appointment window.
Customers are responsible for ensuring that all information provided during the booking process is accurate and complete. If the customer later requests changes to the scope of the work, such changes may affect the final price, timing, staffing, vehicle size, or service method. We may also require updated details if the move involves items of exceptional weight, value, fragility, or complexity. Where a customer has not disclosed relevant information in advance, we may adjust the service on the day, charge additional fees, or, where necessary, suspend the job until proper arrangements are made.
Payments, Charges and Invoicing
Prices may be charged on a fixed-fee basis, by hourly rate, by mileage, or by a combination of methods, depending on the type of service booked. Any estimate provided before the move is based on the information available at that time and may not include unforeseen additional work. Unless otherwise agreed, charges may include labour, vehicle use, fuel, congestion or parking-related costs, tolls, packing materials, disposal fees, and any other pre-agreed extras. We may issue a revised invoice if the actual service delivered differs from the original quotation.
Payment terms will be set out in the quotation or invoice. In many cases, payment must be made on completion of the service, though we may request a deposit or partial payment in advance. Accepted payment methods may include bank transfer, card payment, or another method notified at the time of booking. All amounts are payable in sterling unless stated otherwise. If payment is not made by the due date, we reserve the right to charge interest and reasonable recovery costs in accordance with applicable law.
The customer must ensure that there are sufficient funds or payment authorisation available at the time of payment. We are not responsible for delays caused by failed transactions, banking issues, card declines, or incorrect payment references provided by the customer. If the move is delayed, extended, or interrupted due to customer-related reasons, we may charge for waiting time, additional labour, overnight storage, re-delivery, or return visits. We may also require full payment before unloading where there is a genuine risk of non-payment.
Cancellations, Postponements and Customer Changes
A customer may cancel or postpone a booking by notifying us as soon as possible. Where a deposit has been paid, its refundability will depend on the notice period given and any costs already incurred. Unless otherwise specified in writing, cancellations made with sufficient notice may receive a partial or full refund of the deposit, less any non-recoverable administration or scheduling costs. If a cancellation is made too close to the moving date, or if the vehicle and crew have already been dispatched, a cancellation fee may apply.
We may also cancel or reschedule a booking where circumstances outside our control make performance impractical, unsafe, or unlawful. Such circumstances may include severe traffic disruption, adverse weather, vehicle breakdown, staff illness, access restrictions, or events that prevent the safe completion of the work. In these situations, we will take reasonable steps to rearrange the service at a mutually acceptable time. We will not be responsible for indirect losses arising from a change of date, provided the cancellation or postponement was made reasonably and in good faith.
If the customer asks for a change to the date, time, inventory, or service requirements, we may treat this as a new booking or apply an amendment charge. Repeated changes may affect availability and pricing. Where a customer fails to be ready at the agreed time, fails to provide access, or is otherwise unable to proceed, we may treat the booking as a late cancellation and charge accordingly. Any refund, credit, or rebooking arrangement will be assessed on a case-by-case basis, taking into account the time reserved and resources allocated.
Service Standards and Customer Responsibilities
We will carry out the moving service with reasonable care and skill, using appropriate equipment and suitably trained staff. Customers must ensure that items are adequately packed unless packing has been agreed as part of the service. Fragile, high-value, or sentimental items should be clearly identified in advance. Unless we have expressly agreed to handle such items under a specialist arrangement, customers remain responsible for the suitability of packaging, protection, and item declaration. It is also the customer’s duty to secure pets, remove hazards, and ensure that the premises are safe for loading and unloading.
Customers should arrange parking permissions, lift access, permits, building rules, and any required notifications to landlords, managing agents, or concierge teams. If the move is delayed because access has not been arranged properly, we may charge for waiting time or abortive attendance. The customer must also ensure that appliances are disconnected, furniture is emptied where required, and all items intended to move are clearly separated from items to be left behind. We do not accept responsibility for items accidentally omitted unless they were listed on the agreed inventory or otherwise clearly identified.
Where we provide packing materials or packing labour, we will use reasonable care in relation to the handling and wrapping of goods. However, we do not guarantee that all items will be immune from ordinary movement-related risk. Cardboard boxes, tape, shrink wrap, blankets, and similar materials are intended for standard domestic or office use unless otherwise stated. Any item packed by the customer remains at the customer’s risk to the extent that damage results from inadequate packaging, overfilling, concealed defects, or unsuitable containers.
Liability and Limitations
We aim to transport belongings safely and efficiently, but certain risks are inherent in any relocation service. Our liability for loss or damage is limited to losses directly caused by our negligence or breach of contract and which were reasonably foreseeable at the time the contract was made. We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, emotional distress, missed appointments, or inconvenience, except where such exclusion is prohibited by law.
We shall not be liable for damage arising from pre-existing faults, wear and tear, unsuitable packing, hidden defects, unstable furniture, items assembled incorrectly, or goods that cannot reasonably withstand transit. Similarly, we will not be responsible for damage caused by customer instructions, including where the customer requests that an item be moved despite our advice to the contrary. Where a claim is made, the customer must notify us promptly and provide evidence of the alleged loss or damage, together with reasonable supporting documentation.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under applicable UK law. If any cap on liability applies, it will be the lowest amount permitted by law or the amount stated in the booking confirmation, if a specific limit has been agreed in writing. Customers are encouraged to arrange adequate insurance for valuable, fragile, antique, or irreplaceable items, especially where the declared value exceeds ordinary household contents.
Waste Regulations and Disposal
Where our service includes the removal of unwanted items, packaging waste, or furniture disposal, the customer must clearly identify the items to be taken away. Waste handling will be carried out in accordance with applicable waste regulations, including duties relating to lawful transfer, segregation, and disposal at authorised facilities. We may require customers to confirm that any items for removal are not hazardous, contaminated, or otherwise subject to special handling requirements. We reserve the right to refuse disposal of materials that cannot lawfully or safely be transported.
Hazardous waste, chemicals, paints, oils, asbestos, medical waste, gas cylinders, batteries, fluorescent tubes, and similar regulated materials must not be included unless we have expressly agreed in advance and are legally permitted to handle them. If prohibited or undeclared waste is discovered, we may suspend the disposal element of the service, return the items at the customer’s cost, or arrange lawful third-party disposal where possible. Any additional charges incurred in handling non-compliant waste will be payable by the customer.
Customers warrant that they have the right to dispose of any items presented for collection and that such items do not belong to another party without permission. Where relevant, proof of ownership, tenancy authority, or disposal consent may be requested. We will keep records where required by law for the transfer and disposal of waste. The customer accepts that some items may need to be separated, treated as specialist waste, or rejected entirely to comply with environmental and safety obligations.
Delays, Storage and Unforeseen Events
We will use reasonable efforts to complete services within the estimated timescale, but delays can occur due to traffic, building access, weather, route changes, loading complications, or other operational issues. If a delay arises, we will aim to keep the customer informed and, where feasible, propose a revised schedule. We are not responsible for losses caused by delays unless they result directly from our negligence and are not otherwise excluded by these terms. Customers should avoid arranging irreversible commitments immediately after the scheduled move unless sufficient time has been allowed.
If items must be stored temporarily because the customer cannot accept delivery, because access is unavailable, or because a move cannot be completed for reasons attributable to the customer, storage charges may apply. Any such storage will be subject to separate conditions, including handling, collection, and redelivery arrangements. We may also charge for the secure holding of goods if the customer delays collection beyond a reasonable period. Items left uncollected for an extended time may be dealt with in accordance with applicable law and our storage or abandoned goods procedures.
Force majeure events may affect performance. For the purposes of these terms, force majeure includes events beyond reasonable control such as fire, flood, extreme weather, strike action, civil disorder, pandemics, government restrictions, or other widespread interruptions. If such an event prevents or substantially delays the service, neither party will be liable for the resulting failure or delay, provided reasonable steps are taken to minimise the impact. Any money paid in advance for undelivered services will be refunded or credited where appropriate, after deduction of work already completed.
Complaints, Claims and General Provisions
If the customer believes there has been a problem with the service, they should raise the issue as soon as reasonably possible so that it can be investigated. Prompt notification is especially important where damage, missing items, or service defects are alleged. We may request photographs, inventories, receipts, or other evidence. Failure to notify us promptly may affect our ability to investigate and may reduce the amount recoverable where delay has caused additional loss or prejudice to our position.
No variation to these terms shall be valid unless agreed in writing by an authorised representative. If we do not immediately enforce a right or remedy, that does not mean we have waived it. Headings are provided for convenience only and do not affect interpretation. Any reference to “including” means “including without limitation.” These terms represent the full agreement between the parties in relation to the moving service and supersede any prior discussions, emails, or informal understandings, except where expressly incorporated into the booking confirmation.
Governing law: These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, 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 law provides otherwise. By proceeding with a booking, the customer confirms that they understand and accept these Movers Kingston service terms as the basis of the moving arrangement.