Kingston Removals Service Terms and Conditions
These terms and conditions apply to all domestic and commercial moving services provided by Kingston Removals. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms in full. They are designed to create clarity around the scope of the removals service, the booking process, payment obligations, cancellation rights, liability, and compliance matters that may arise before, during, or after a move.
For the purpose of these terms, references to “we”, “us”, and “our” mean Kingston Removals, and references to “you” or “the customer” mean the person, business, or organisation requesting the moving service. These terms form part of the contract between the parties and should be read alongside any quotation, booking confirmation, inventory, or written instructions agreed before the move date. If any inconsistency arises, the booking confirmation and written quotation will generally take priority over general wording in these terms.
The customer is responsible for ensuring that all information supplied at the time of booking is complete and accurate. This includes access details, parking restrictions, property type, floor level, item volumes, special handling requirements, and any conditions that may affect the time, labour, or equipment required. Where a removal service is booked on the basis of incomplete or incorrect information, we reserve the right to revise the price, the team size, the vehicle allocation, or the schedule to reflect the actual scope of work.
Booking process begins when the customer requests an estimate or quotation and provides the relevant details needed for assessment. Quotations may be based on inventory lists, site information, photographs, surveys, or a combination of these. A quotation is not a fixed booking until it has been accepted by the customer and confirmed by us in writing, which may include email confirmation or an invoice for deposit. We may decline a booking at our discretion where the job is outside our operational scope, unsafe, or unable to be performed lawfully.
Once a booking is confirmed, the customer must check all details carefully, including date, time window, addresses, and service requirements. It is the customer’s responsibility to notify us promptly of any changes that could affect the move. We will use reasonable efforts to accommodate amendments, but changes may lead to additional charges, altered availability, or a revised completion time. Where a Kingston removals booking depends on third-party services such as lifts, parking permits, or building access arrangements, the customer must ensure these are in place unless agreed otherwise in writing.
The customer must ensure that the premises are accessible and safe for the team to carry out the work. This includes arranging clear access routes, removing hazards where reasonably possible, and informing us of any fragile surfaces, unusual staircases, low ceilings, restricted parking, or security procedures. If access is delayed or obstructed, waiting time may be charged. If work cannot proceed because access has not been properly arranged, the customer may still be liable for a call-out charge or part of the agreed fee.
Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless otherwise stated, prices are based on the information supplied by the customer and may be subject to change if the actual job differs materially from the original description. Any deposit requested must usually be paid within the timeframe stated at booking to secure the date. Failure to pay a required deposit may result in the slot being released without notice.
Unless a different arrangement has been agreed in writing, final payment is due on completion of the service or on the date specified in the invoice. We may require payment before unloading, before completion, or at another reasonable stage of the work where necessary. Accepted payment methods will be confirmed at the point of booking. Where payment is overdue, we reserve the right to charge statutory interest and reasonable recovery costs, subject to applicable law. Any bank charges, failed payment fees, or foreign exchange costs arising from the customer’s chosen method of payment are the customer’s responsibility.
Cancellations and rescheduling must be notified as soon as possible. If the customer cancels after a booking has been accepted, we may retain part or all of any deposit to cover administrative costs, reserved capacity, and loss of opportunity, depending on the notice given and the resources already committed. Where a cancellation is made close to the move date, further charges may apply if staff, vehicles, or subcontractors have already been assigned.
If the customer wishes to reschedule, we will try to offer an alternative date, but availability cannot be guaranteed. A rescheduled booking may be subject to a revised price if costs have changed or if the new date requires different resources. We may cancel or postpone a booking where circumstances beyond our reasonable control prevent performance, including severe weather, traffic disruption, vehicle breakdown, accidents, staff illness, or legal restrictions. In such cases, we will aim to notify the customer promptly and arrange a new date or a refund of any prepayment for the affected service element, as appropriate.
Liability is limited to the level permitted by law. We will take reasonable care when handling the customer’s belongings, but the nature of moving work means that minor scuffs, vibrations, or wear associated with normal transportation may occur. We are not liable for damage caused by pre-existing weakness, inadequate packing by the customer, hidden defects, or items that were not properly declared as fragile, valuable, or hazardous. The customer should protect items of exceptional value or sentimental importance and should consider separate insurance where appropriate.
We are not responsible for loss or damage arising from items that the customer has packed without our involvement, except where the damage is directly caused by our negligence and can be reasonably proven. The customer should not include prohibited or dangerous goods in the load, including flammable substances, explosives, corrosives, illegal items, live animals, or any other material not suitable for transport in a removal vehicle. If such items are discovered, we may refuse to move them, isolate them for safety, or suspend the service if continued work would be unsafe.
Waste regulations are observed strictly. Any disposal, clearance, or removal of unwanted items will be carried out in accordance with applicable UK waste law, including duties relating to lawful transfer, segregation, and disposal. Where we collect waste or items for disposal, the customer confirms that they have the legal right to dispose of those items and that the materials provided are described accurately. We may request clarification where items appear restricted, hazardous, electrical, or unsuitable for standard disposal routes.
The customer must not ask us to dispose of waste illegally or in a manner that breaches environmental requirements. This includes fly-tipping, dumping in unauthorised locations, or mixing prohibited materials with general waste. Where we provide waste removal as part of a Kingston removals service, the customer may be responsible for additional charges connected with specialist handling, transfer station fees, or the lawful disposal of regulated materials. If we reasonably believe an item or load is not compliant, we may refuse collection or require the customer to make alternative arrangements.
If items are removed for disposal, the customer agrees that ownership passes to us only to the extent necessary for lawful handling and disposal. Any item not collected for disposal remains the customer’s property unless otherwise agreed. We may use subcontractors or licensed third parties where appropriate, provided that such arrangements remain compliant with relevant waste and transport requirements. Any records, receipts, or documentation we hold in relation to disposal may be retained for compliance and audit purposes.
Customer responsibilities include securing pets, children, valuables, cash, documents, and sensitive materials before the team arrives. The customer should back up digital devices and remove personal data from equipment where necessary. We are not liable for loss of passwords, account access issues, or data corruption unless caused directly by our negligence. The customer must also ensure that appliances are disconnected safely and that any utilities requiring specialist disconnection are handled by a qualified professional unless otherwise agreed.
Where the move involves dismantling, reassembly, or handling of furniture, any such work will be carried out with reasonable care and skill, but we cannot guarantee a perfect match to the original condition or fit, especially where items have been previously assembled, altered, or damaged. Fixings, screws, and small components should be labelled by the customer where possible. We may refuse to dismantle or reassemble items if doing so would risk damage or if the item appears structurally unsound.
Delay, storage, and delivery provisions apply where access is unavailable or where the move cannot be completed on the planned day. If delivery is delayed through no fault of ours, additional charges may apply for labour, vehicle time, waiting, parking, or temporary storage. Any storage arrangement must be agreed separately unless already included in the booking. Items placed into storage remain subject to the limitations in these terms and to any additional storage conditions that apply to the relevant facility or subcontractor.
We may suspend or terminate the service immediately if the customer behaves abusively, fails to pay, provides unlawful instructions, or creates a health and safety risk. In such circumstances, the customer may remain liable for work already carried out, costs incurred, and any reasonable losses resulting from the interruption. Our team may also stop work if conditions at the property become unsafe, if there is a significant mismatch between the booked and actual job, or if access cannot be achieved within a reasonable timeframe.
Insurance, if included or arranged separately, will be subject to the policy wording and any exclusions that apply. Customers should read any insurance documents carefully and understand the difference between limited liability, goods-in-transit cover, and broader household insurance. Unless expressly stated in writing, no advice from us should be treated as legal, tax, or insurance advice. Customers remain responsible for deciding whether additional protection is necessary for high-value, fragile, or irreplaceable possessions.
These terms may be updated from time to time. The version in force at the time of booking will usually apply to that booking, unless a later written change has been agreed by both parties. Any waiver of a term must be in writing and signed or otherwise clearly authorised by us. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect to the extent permitted by law.
Governing law and jurisdiction: These terms and any dispute or claim arising out of or in connection with them, their subject matter, or formation, 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 to settle any dispute or claim that cannot be resolved amicably between the parties.
This clause does not affect any rights that may apply under mandatory consumer protection legislation. Nothing in these terms is intended to exclude or limit liability in a way that is unlawful, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. If a customer is acting as a consumer, any statutory rights remain unaffected by these terms.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these service terms and conditions for Kingston removals. The contract is intended to be fair, practical, and commercially reasonable, while protecting both parties and supporting a safe, lawful, and organised moving process.