Kingston Movers UK Service Terms and Conditions
These Terms and Conditions set out the basis on which Kingston Movers provides domestic and commercial moving services across the United Kingdom. By making a booking, confirming a quote, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical agreement for both the customer and the removal company. In these terms, references to “we”, “us”, or “our” mean Kingston Movers, and references to “you” or “your” mean the customer who books the service.
These terms apply to all moving services, including standard removals, loading and unloading, furniture handling, packing support, and agreed transport of goods. Any variation to these terms must be confirmed in writing and agreed by both parties before the service starts. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply in full.
We aim to provide a professional UK removal service that is straightforward, transparent, and suitable for a wide range of moving requirements. However, the scope of each job depends on the details supplied during booking, the access conditions at both properties, and the items to be moved. It is your responsibility to ensure that all information provided is accurate and complete.
1. Booking Process
A booking is only confirmed once we have issued a quotation or service estimate, received your acceptance, and acknowledged the agreed date and scope of work. Booking requests may be made by phone, email, or online enquiry form if available. A Kingston Movers booking becomes binding when we confirm the job in writing, including the service date, estimated duration, and any special conditions.
You must provide accurate details at the time of booking, including the collection and delivery addresses, property access information, inventory of items, floor level, parking restrictions, and any unusual or fragile goods. If the information changes after confirmation, we reserve the right to revise the quotation, amend the timetable, or adjust staffing and vehicle allocation.
Booking confirmation and preparation
Once confirmed, you are expected to prepare the property and goods for the scheduled move. This includes ensuring that items are ready for loading, pathways are clear, and any building management rules are met. Where access requires permits, reserved parking, lift bookings, or timed entry, you are responsible for arranging these unless we have expressly agreed otherwise.
2. Payments and Charges
All charges are based on the quotation provided, together with any additional services requested and approved. Quotes may be fixed or estimated depending on the information supplied. If the job differs from the original description, the final cost may change to reflect additional labour, waiting time, mileage, parking costs, specialist handling, storage, or disposal services. Any extra charges will be explained where reasonably possible before they are incurred.
Payment terms will be specified in the booking confirmation or invoice. Unless otherwise agreed, payment must be made on the day of the service or by the deadline stated on the invoice. We may require a deposit to secure the date, particularly for larger moves or peak periods. Deposits are generally non-refundable except where we cancel the service or where a refund is required by law.
Accepted payment methods may include bank transfer, debit card, credit card, or other methods accepted by us from time to time. Late payments may result in interest, administration charges, or suspension of future services, to the extent permitted by law. If payment is disputed, you should notify us promptly and provide any relevant supporting information.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a service by giving us notice in writing or through the agreed communication method. The amount payable on cancellation depends on how much notice you provide and whether costs have already been incurred. If you cancel at short notice, we may retain the deposit or charge a cancellation fee to cover allocated labour, vehicle reservation, and administrative expenses.
If you wish to change the moving date, we will try to accommodate the request, but alternative dates are subject to availability. Rescheduling may affect the quoted price if staffing, waiting time, or vehicle arrangements need to change. We are not responsible for delay caused by circumstances outside our control, including traffic disruption, severe weather, road closures, accidents, or third-party access problems.
Where we are delayed for reasons within our control, we will take reasonable steps to minimise the impact and keep you informed. If a delay becomes material, we will discuss revised timings or an alternative arrangement. However, we shall not be liable for indirect losses caused by delay, except where liability cannot be excluded under law.
4. Customer Duties
Before the service begins, you must ensure that all items to be moved are properly packed, labelled, and ready for handling unless packing has been included in the booking. Fragile items should be protected appropriately, and valuable goods should be identified in advance. You should also make sure that any appliances are disconnected safely and that liquids, hazardous materials, and prohibited items are removed.
You are responsible for declaring any item that is unusually heavy, awkward, fragile, valuable, or likely to require special handling. This includes items such as pianos, large artwork, glass furniture, antiques, and high-value electronic equipment. If such items are not disclosed in advance, we may refuse to move them, charge an additional fee, or adjust the service plan.
It is also your responsibility to verify that the destination property can receive the goods safely. This includes checking access routes, door sizes, stairways, lift availability, and parking arrangements. If our team is unable to complete the work because the information provided was incomplete or inaccurate, you may still be charged for time spent and costs incurred.
5. Liability and Insurance
We take reasonable care when handling your belongings and will perform the service with professional skill and diligence. Our liability is limited to losses or damage caused by our proven negligence, subject to these terms and any applicable law. We are not liable for pre-existing damage, defective packaging, normal wear and tear, or damage arising from items that were improperly packed or not fit for transport.
Unless otherwise agreed in writing, you are responsible for arranging adequate insurance for goods of high value or special significance. While we may hold relevant business insurance, this does not replace your own insurance obligations. It is important to understand that certain items may be excluded from cover, particularly where they are not declared in advance or where they fall outside the normal scope of a standard removal service.
If loss or damage occurs, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. Claims should include a description of the item, the nature of the damage, and any supporting evidence such as photographs or purchase details. We will investigate in good faith and may require inspection of the item or site before any decision is made.
6. Waste, Disposal, and Environmental Compliance
Where we agree to remove unwanted items, packaging, or refuse, the service will be carried out in compliance with applicable UK waste regulations. Kingston Movers will only transport and dispose of waste that has been expressly agreed in advance. We do not act as a general waste carrier unless that service has been arranged and legally authorised where necessary.
You must not include hazardous waste, chemicals, asbestos, batteries, fuel, sharps, clinical waste, or other regulated materials unless we have agreed in writing that we are authorised and equipped to handle them. If prohibited waste is discovered during the move, we may refuse to carry it and may charge for any additional time, disposal arrangements, or return transport caused by the issue.
We may separate reusable, recyclable, and non-recyclable materials where appropriate and lawful. Any waste transfer may be documented in accordance with legal requirements. You confirm that any items you ask us to remove are yours to dispose of, or that you have authority to instruct their removal. We are not responsible for disputes concerning ownership unless we have acted negligently or unlawfully.
7. Access, Property Care, and Service Limitations
We will use reasonable care to protect floors, walls, doors, and other property surfaces during the service. However, moving large or heavy items can involve unavoidable contact with the surroundings, particularly where access is narrow or restricted. You should notify us in advance of any delicate finishes, shared spaces, or access restrictions that may require special precautions.
We reserve the right to refuse to move any item that presents a risk to health, safety, or property, or that is illegal to transport. Our team may stop work if the premises are unsafe, if there is abuse or threatening behaviour, or if access is materially different from the details supplied. In such cases, you may be charged for time already spent and any reasonable costs incurred.
Any estimated completion time is given in good faith but is not guaranteed. Actual timing depends on factors such as access, volume, weather, traffic, and the condition of items. If the job requires more time than expected, we may continue at the agreed hourly rate or revise the service plan as appropriate.
8. Complaints and Resolution
If you are dissatisfied with any aspect of the service, you should inform us promptly so that we can investigate and, where appropriate, take corrective action. Clear communication helps resolve issues efficiently and may avoid unnecessary dispute. Please provide sufficient detail to allow us to assess the matter fairly.
We will review complaints in a reasonable timeframe and may request photographs, invoices, or other evidence. Where a fault is confirmed, our remedies may include repair, replacement, partial refund, or another proportionate solution, depending on the circumstances and subject to our liability limits. This section does not affect any statutory rights you may have as a consumer.
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. All rights and remedies available under applicable consumer and contract law remain unaffected where they cannot be removed by agreement.
9. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the services, quotation, booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction applies by law. If any part of these terms conflicts with mandatory legal rights, those rights will prevail to the extent required.
By engaging Kingston Movers, you confirm that you have read, understood, and accepted these terms. They form the complete agreement between you and us concerning the services unless varied in writing. We may update these terms from time to time, and the version in force at the time of booking will generally apply to your service.