Terms and Conditions for Removal Company Chelsea
These Terms and Conditions set out the basis on which Removal Company Chelsea, referred to in this document as “we”, “us” or “our”, provides domestic and commercial removal services, packing services, furniture handling, and associated logistics services to customers, referred to as “you” or “the customer”. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before instructing us to proceed. If any part of these terms is unclear, you should request clarification before the service begins. These terms are intended to create a fair and practical framework for both parties and do not affect any rights you may have under UK consumer law.
We provide removals on a scheduled basis and the exact scope of work will depend on the quotation accepted, the inventory supplied by you, access conditions, and any additional services requested. As a professional removal company in Chelsea, we aim to carry out our services with reasonable care, skill and diligence. However, our obligations are limited to the services agreed in writing or otherwise clearly confirmed. Any service not included in the original quotation may be treated as an extra service and may involve additional charges. We reserve the right to refuse any task that is unsafe, unlawful or outside the scope of our service.
These terms apply to all bookings made with our removal service Chelsea and to any related packing, loading, unloading, transportation, dismantling, reassembly, storage handling, and waste removal services provided by us. If there is any inconsistency between these terms and a specific written quotation, the quotation will prevail for the matters it expressly covers. In all other respects, these terms remain in force. The headings are included for convenience only and do not affect interpretation.
1. Booking Process
To arrange a booking, you must provide accurate information about the items to be moved, the collection and delivery addresses, the access arrangements at both properties, parking restrictions, floor levels, lift availability, and any special handling requirements. Quotes are normally based on the information you supply, and if that information later proves incomplete or incorrect, the quotation may need to be revised. A booking is not confirmed until we have accepted it in writing, by email, message, or other recorded confirmation, and, where applicable, any required deposit has been paid. We may decline a booking if we are unable to provide the service on the requested date or if the move presents an unacceptable risk.
When you make a booking, you confirm that you are authorised to instruct us on behalf of the property owner, tenant, business, or other person with authority over the goods and premises involved. You are responsible for ensuring that all items to be moved are disclosed, including fragile items, antiques, high-value goods, appliances, and any items requiring specialist equipment. If you request packing materials, packing assistance, or dismantling services, these must be agreed before the service date wherever possible. We may ask for photographs, inventories, or other supporting information to complete the quotation and to plan the move safely and efficiently.
If our team arrives and discovers that the actual service is materially different from what was described during booking, we may adjust the price, reschedule the job, or, where necessary, refuse to carry out part of the work until a revised agreement is reached. Any delay caused by missing information, inaccessible premises, or failure to prepare the goods may result in additional charges. You agree to be present, or to have an authorised representative present, at the start and completion of the move to approve access, clarify instructions, and check the condition of the items being handled.
2. Prices and Payments
All prices are usually based on the quotation provided, which may be calculated by hourly rate, fixed fee, volume, labour requirements, distance, or a combination of these factors. Unless stated otherwise, quotations are exclusive of any additional work requested on the day, congestion charges, parking fees, tolls, or waiting time due to access issues outside our control. We will try to explain any likely extra costs in advance, but where additional charges arise during the service because of circumstances not previously disclosed, you agree to pay them. We may also revise the quoted price if the scope of work changes materially after the booking has been confirmed.
Payment terms will be confirmed at the time of booking or on the invoice. In many cases, payment is required on completion of the service, although we may request a deposit, card pre-authorisation, or partial advance payment for larger or scheduled jobs. Unless otherwise agreed, all invoices must be paid immediately on completion or within the payment period stated on the invoice. We accept only the payment methods communicated to you in advance. If a payment fails, is reversed, or is otherwise not received when due, we may charge reasonable administration costs and interest to the extent permitted by law.
If you fail to pay any undisputed amount when due, we reserve the right to suspend further work, withhold delivery where lawful, or recover outstanding sums through lawful collection procedures. You remain responsible for all charges arising from bank fees, chargeback fees, or costs incurred in pursuing late payment, provided such costs are permitted under applicable law. We will issue invoices and receipts where appropriate, and any query regarding an invoice must be raised promptly and in writing so that we can review it efficiently. Payment of an invoice does not affect any statutory rights you may have in relation to service quality.
3. Cancellations and Rescheduling
You may cancel or request to reschedule a booking by giving us notice as early as possible. Because removals involve reserved vehicle time, staff planning, and route allocation, late cancellations may result in a cancellation fee. The amount of any fee will depend on the notice period, the size of the booking, and any non-refundable costs already incurred, such as parking permits, materials, or subcontracted services. Where a deposit has been paid, we may retain all or part of it to cover genuine administrative and scheduling losses, to the extent permitted by law.
If you wish to change the moving date, access times, addresses, or service type, we will do our best to accommodate the request, but we cannot guarantee availability on the new date. Rescheduling may require a revised quotation if the new arrangements increase travel time, labour requirements, or risk. If we must cancel due to events beyond our reasonable control, including severe weather, road closure, vehicle breakdown, illness, or legal restrictions, we will make reasonable efforts to offer an alternative date or suitable arrangement. Our liability in such circumstances is limited to refunding any sums paid for work not carried out, unless otherwise required by law.
We may also cancel or suspend a booking if you fail to provide safe access, if the property is not ready for the move, if prohibited items are presented, if we reasonably believe there is a risk to our staff or equipment, or if you behave abusively or unlawfully. In those circumstances, you may still be charged for costs already incurred and for the time spent attending the job. Any cancellation by us will be communicated as soon as reasonably practicable. We may also refuse to continue work where the instructions given would require us to breach legal obligations or act unsafely.
4. Liability and Customer Responsibilities
We will carry out our services with reasonable skill and care, but certain responsibilities remain with you. You must ensure that all items are properly packed unless you have paid for our packing service, that drawers and cabinets are secured, and that the goods are suitable for transportation. You should remove or disclose cash, jewellery, documents, medicines, keys, and other valuable or personal items before the move begins. Unless we have specifically agreed otherwise in writing, we are not responsible for the packing of fragile or breakable items performed by you or by third parties.
We are not liable for loss or damage arising from pre-existing defects, wear and tear, structural weaknesses, defective packaging, or information withheld by you. We are also not liable for delays caused by traffic, weather, parking restrictions, access limitations, or events outside our control. If our team is asked to move items through narrow stairways, over balconies, or via difficult access routes, you accept the increased risk of minor scuffing or accidental contact that may occur despite reasonable care. Any claim for damage must be reported to us as soon as reasonably practicable and supported with evidence where possible.
Our liability for loss or damage, whether in contract, tort, negligence or otherwise, will be limited to the extent permitted by law and, where applicable, by the value of the affected item as reasonably evidenced. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where compensation is due, we may choose to repair, replace, or pay the reasonable value of the damaged item, subject to lawful limits and any agreed insurance terms.
You are responsible for arranging adequate insurance for high-value, rare, or sentimental goods. If you wish to rely on your own insurance, you should confirm with your insurer that the policy covers removals and transit. Any estimate of value should be truthful and proportionate to the actual market or replacement value of the item. We do not accept responsibility for indirect or consequential losses, including loss of profit, missed appointments, loss of opportunity, or inconvenience, except where such exclusions are prohibited by law.
5. Waste Regulations and Disposal
Where we provide waste removal, clearance support, or disposal assistance as part of a removals company Chelsea service, such work will be carried out in accordance with applicable UK waste legislation, including environmental protection duties and waste duty of care requirements. We will only remove waste that has been clearly agreed in advance and that can lawfully be transported and disposed of by us. You must tell us whether the items are waste, reusable goods, or materials requiring special handling. We reserve the right to decline hazardous, contaminated, electrical, or restricted items unless we have the capacity and lawful authorisation to deal with them.
You confirm that any waste handed to us is owned by you or that you have authority to dispose of it. You must not include controlled waste, chemicals, asbestos, clinical waste, gas cylinders, solvents, paint thinners, pressurised containers, batteries, oils, or any other hazardous material unless we have expressly agreed in writing and confirmed lawful handling arrangements. If prohibited waste is presented without prior notice, we may refuse to remove it, return it at your cost where lawful, or charge additional fees for safe handling and compliance. We may ask you to separate waste streams to support lawful disposal and recycling.
Where waste is removed, we may transfer it to licensed facilities, reuse channels, recycling centres, or authorised third-party handlers, depending on the nature of the material. You acknowledge that waste transfer notes, receipts, or similar records may be created where required by law. We aim to promote responsible disposal and reuse wherever practicable, but we cannot guarantee that every item will be recycled. Any items you identify as for disposal will be treated as waste and may not be recoverable after collection, even if you later change your mind.
6. Access, Parking and Site Conditions
It is your responsibility to ensure that suitable access is available at both ends of the move. This includes arranging parking permissions where required, securing lift reservations if applicable, and notifying us of restrictions affecting loading or unloading. If our vehicle cannot park close enough to the property, or if access is delayed by congestion, security procedures, or other site conditions, waiting time or extra labour charges may apply. We may ask you to obtain permits or authorisations before the service date if the local arrangements make this necessary.
You must ensure that the premises are reasonably safe for our staff to enter and work in. Floors should be free from serious hazards, and any known risks such as loose wiring, broken steps, flooding, pests, or structural issues must be disclosed in advance. We may refuse to enter any property that we reasonably consider unsafe. If access conditions prevent completion of the move, we may pause the job, depart, and charge for the time and costs already incurred. Where possible, we will discuss alternatives, but we are not required to continue in unsafe conditions.
Where the move involves apartments, managed buildings, or commercial sites, you must inform us of any building rules that could affect loading times, noise limits, security procedures, or equipment use. If third-party authorisation is required and not obtained, any resulting delay or additional cost will be your responsibility. We do not accept liability for delays caused by site management, porters, neighbours, or other persons not under our control. Cooperation from the customer is essential to ensure the service is completed on time and with minimal disruption.
7. Force Majeure, Data and General Provisions
We will not be responsible for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control, including but not limited to severe weather, fire, flood, strike, industrial dispute, governmental action, epidemic restrictions, road closures, accidents, or vehicle failure. In such cases, we will make reasonable efforts to resume the service or arrange an alternative date. Nothing in these terms limits your rights if we are in breach for reasons within our control.
Any personal data you provide to us in connection with a booking will be used for managing the service, invoicing, communication, record-keeping, and compliance purposes in accordance with applicable data protection law. We will only retain information for as long as reasonably necessary for those purposes or as required by law. If we use third-party suppliers, subcontractors, or platforms to assist with the service, they will only receive the information needed to perform their role and will be subject to appropriate obligations where required.
These terms, together with any written quotation or confirmed booking details, form the entire agreement between you and us in relation to the services described. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will operate as a waiver of that right. Any variation of these terms must be agreed in writing by an authorised representative of our company.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute not resolved amicably. If you are a consumer, you retain any mandatory rights provided by applicable consumer protection legislation, and nothing in these terms is intended to reduce those rights.
By proceeding with a booking, you confirm that you have read, understood and accepted these terms. We recommend that you keep a copy for your records. Our aim is to provide a reliable, lawful, and transparent removal company Chelsea service that works fairly for both sides, and these terms are designed to support that objective while setting clear expectations for the booking, payment, cancellation, liability, and waste handling process. We may update these terms from time to time, and the version in force at the time of your booking will normally apply.