Terms and Conditions

West Kensington Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which West Kensington Man and Van provides removal and man and van services. By making a booking, using our services or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the person, firm or company who requests or uses our services, or on whose behalf the booking is made.

Services means any removal, man and van, loading, unloading, packing, unpacking, transportation, delivery, collection or related services provided by us.

Goods means the items of property which we agree to move, transport, handle or store for the Customer.

Premises means any address at which our Services are to be carried out, including collection and delivery locations, access roads, garages, outbuildings and communal areas.

Contract means the agreement between the Customer and West Kensington Man and Van for the provision of Services, incorporating these Terms and Conditions and any agreed quotation or written confirmation.

2. Scope of Services

We provide man and van and removal services for domestic and commercial Customers within our service area and, where agreed, to and from other locations in the United Kingdom. The precise scope of Services will be set out in your quotation or booking confirmation, including the vehicle type, number of operatives, estimated duration and any additional services agreed.

Unless specifically agreed in writing, our Services do not include dismantling or reassembling furniture, disconnecting or reconnecting appliances, packing or unpacking, or carrying out any work that involves specialist skills, tools or qualifications.

We reserve the right to refuse to carry any Goods that we reasonably consider to be unsafe, illegal, excessively heavy, or unsuitable for transport in our vehicles, or which may cause damage to our equipment, vehicles or other Customers' property.

3. Booking Process

Bookings can be made by submitting a request for a quotation and confirming acceptance of the quotation, or by otherwise agreeing a date, time, vehicle size and number of operatives with us. All bookings are subject to availability and are only confirmed once we have issued a confirmation and, where required, received any deposit.

The Customer is responsible for providing accurate and complete information at the time of booking, including:

Full collection and delivery addresses.

Property type and floor level at each Premises.

Details of lifts, staircases, parking restrictions and access limitations.

An accurate description of the Goods, including any large, heavy, fragile or valuable items.

Any other relevant information that may affect the quotation, timing or feasibility of the Services.

Any quotation is based on the information provided by the Customer. If that information is incomplete or inaccurate, or if the circumstances on the day of the move differ materially from what has been described, we may adjust the price, change the vehicle or staffing, or, in extreme cases, decline to proceed with the Services.

4. Quotations and Pricing

Quotations may be provided on a fixed price, hourly rate or minimum charge basis. The quotation will specify the basis used and any assumptions or limitations that apply.

Unless expressly stated otherwise, a quotation does not include:

Waiting time due to delays not caused by us.

Congestion charges, tolls, parking charges, permits or fines.

Dismantling or reassembling of furniture or fittings.

Packing materials or packing services.

Additional labour beyond the agreed team size.

Where Services are provided on an hourly basis, charges begin at the agreed arrival time or when our team arrives at the first Premises, whichever is earlier, and continue until completion of the Services, including any travel time between collection and delivery locations.

We reserve the right to adjust our rates from time to time. Any change in rates will not affect a confirmed quotation, but may apply to any additional work requested that falls outside the original scope of the Contract.

5. Payments and Deposits

We may require a deposit to secure your booking. The amount of the deposit and the time for payment will be set out in the quotation or confirmation. Deposits are generally non refundable except as set out in the cancellation provisions below.

Unless otherwise agreed in writing, payment of the balance is due immediately on completion of the Services on the day of the move. In some cases, we may require full payment in advance.

Payment methods accepted will be advised at the time of booking or in your quotation. The Customer is responsible for ensuring that funds are available and cleared at the time payment is due.

If payment is not made when due, we reserve the right to:

Pause or cease work until payment is received.

Retain Goods in our possession under a lien until all outstanding amounts are paid.

Charge interest on overdue amounts at the statutory rate applicable to late payments, accruing daily until payment is made.

Recover from the Customer any reasonable costs incurred in enforcing payment, including collection agency fees and legal costs.

6. Cancellations and Changes

The Customer may cancel or amend a booking by giving us notice. The following cancellation terms apply unless otherwise stated in writing.

If the Customer cancels more than 7 days before the scheduled date of the Services, any deposit paid may be refunded at our discretion, less any reasonable administrative costs.

If the Customer cancels between 7 days and 48 hours before the scheduled date, we may retain all or part of the deposit to cover lost bookings and preparation costs.

If the Customer cancels less than 48 hours before the scheduled start time, or fails to be present or to provide access on the day, we may charge up to 100 percent of the quoted price.

Requests to change the date, time, size of vehicle, number of operatives or scope of work are subject to availability and may affect the price. Where changes are made at short notice, we may treat this as a cancellation and re booking.

If we need to cancel or reschedule a booking due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness or safety concerns, we will notify the Customer as soon as practicable and offer an alternative date or a refund of any deposit paid. Our liability in such circumstances is limited to the return of any payments made for the Services not yet provided.

7. Customer Responsibilities

The Customer is responsible for:

Ensuring that they or an authorised representative is present at all Premises throughout the Services to provide access, instructions and confirmation of completion.

Arranging adequate parking and access for our vehicles, including any permits required, and bearing any parking or access charges.

Ensuring that all Goods are properly packed and protected for transport, unless we have expressly agreed to provide packing services.

Securing or removing any fixtures, fittings or items that are not to be moved.

Checking that no Goods are left behind at the collection Premises and that no Goods are taken in error from the Premises.

Complying with all relevant laws and regulations in connection with the Goods and the Premises.

We are entitled to rely on the instructions of the Customer or any person reasonably appearing to be acting on the Customer's behalf.

8. Excluded and Prohibited Items

Unless expressly agreed in writing, we do not carry or handle the following types of items:

Cash, securities, jewellery, precious metals, watches or items of exceptional value.

Live animals, plants, perishable goods or items requiring specialist environmental conditions.

Explosives, firearms, weapons, ammunition or hazardous materials, including flammable, corrosive or toxic substances.

Illegal goods, counterfeit items or anything prohibited by law.

If such items are included in the Goods without our knowledge, we shall have no liability in respect of them, and the Customer shall indemnify us against any loss, damage, fine or claim arising in connection with them.

9. Liability and Limitations

We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods is subject to the limitations set out in this section.

We are not liable for:

Normal wear and tear, minor marks or scratches, or deterioration due to the nature of the Goods.

Pre existing damage or defects to Goods or property.

Loss or damage arising from inadequate or improper packing by the Customer.

Loss of or damage to items packed by the Customer in containers, cartons, drawers or bags, unless the external packaging shows signs of damage caused by us.

Damage caused by atmospheric or climatic conditions such as damp, mould, rust or humidity.

Loss of data, software or digital content.

Loss or damage arising where the Customer or their representative has instructed us to proceed against our advice or has insisted on specific handling methods or routes.

Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed the lower of the cost of repair or the current market value of the Goods, up to a reasonable limit per move. If the Customer wishes to declare a higher value or arrange additional transit insurance, this must be agreed in advance in writing.

We shall not be liable for any indirect, consequential or economic loss, including loss of profits, loss of opportunity, loss of contracts or loss of enjoyment, arising out of or in connection with the Services.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

10. Claims and Notification of Loss or Damage

The Customer must inspect the Goods and Premises as soon as reasonably practicable on completion of the Services. Any visible loss or damage alleged to have been caused by us should be noted at the time of completion and brought to the attention of the team on site.

Any claim for loss of or damage to Goods or property must be notified to us in writing as soon as possible and in any event within 7 days of completion of the Services. The notification should include a description of the loss or damage and, where possible, supporting evidence such as photographs or receipts.

Failure to notify within this time frame may prejudice our ability to investigate the claim and may affect the outcome. Making a claim does not guarantee that compensation will be paid, but we will consider all claims reasonably and in good faith.

11. Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a general rubbish clearance contractor and do not remove household, commercial or construction waste unless this has been specifically agreed as part of the Services.

Where we agree to remove items for disposal, the Customer confirms that they have the right to dispose of those items and that they do not include hazardous or prohibited waste. Additional charges may apply for removal, transport and lawful disposal of such items.

We reserve the right to refuse to carry any waste or items that we reasonably believe to be hazardous, illegal or not in compliance with waste regulations. The Customer remains responsible for any waste or items left behind at the Premises.

12. Access, Parking and Delays

The Customer must ensure that adequate access is available at all Premises for our vehicles and staff. This includes arranging parking permits where necessary, clearing driveways and informing us of any height, width or weight restrictions.

If our vehicles are unable to park reasonably close to the entrance of the Premises, or if access is restricted or delayed due to circumstances beyond our control, we may charge for any additional time, walk distances, use of smaller vehicles or equipment, or extra staff required to complete the Services safely.

We are not responsible for delays caused by traffic conditions, road closures, accidents, enforcement of parking regulations, security checks, or other events outside our reasonable control. Where such delays occur, we will use reasonable efforts to minimise their impact, but additional time may be chargeable.

13. Insurance

We maintain appropriate public liability and, where applicable, goods in transit insurance for our operations. These insurances are subject to terms, conditions and exclusions imposed by the insurers, and they do not replace the Customer's own insurance cover for their property.

Customers are advised to arrange their own insurance for high value or fragile items and for any risks not covered or limited by our liability provisions, including indirect or consequential loss.

14. Data Protection and Privacy

We collect and process personal information about Customers for the purposes of providing and administering our Services, including taking bookings, arranging logistics, handling payments and dealing with enquiries or claims.

We will handle personal data in accordance with applicable data protection laws and will take reasonable measures to keep such data secure. Personal information will not be sold to third parties and will only be shared where necessary to provide the Services, comply with legal obligations or enforce our rights.

15. Termination

We may terminate the Contract or suspend the provision of Services immediately by giving notice to the Customer if:

The Customer fails to pay any amount due on time.

The Customer is in serious or persistent breach of these Terms and Conditions.

We reasonably believe that continuing the Services would be unsafe, unlawful or expose us to unreasonable risk.

On termination, the Customer shall pay for all Services provided up to the date of termination and any costs incurred in returning Goods or making them available for collection.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed 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 arising out of or in connection with these Terms and Conditions or the Services provided to the Customer.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary or, if not possible, deleted, and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Customer and West Kensington Man and Van in relation to the Services and supersede any previous agreements, understandings or arrangements, whether written or oral.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract. It is the Customer's responsibility to review the applicable Terms and Conditions prior to making a booking.