Service Terms and Conditions for Kensington Man And Van

These service terms and conditions set out the basis on which Kensington Man And Van provides removal, transport, collection, delivery, loading, unloading, and related moving services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. They are designed to create a clear, fair understanding between the company and the customer regarding the scope of work, responsibilities, payments, cancellations, liability, waste handling, and applicable law.

This document applies to all residential and commercial work carried out by Kensington Man And Van, whether the task is a small single-item move, a part-load, a same-day collection, or a larger relocation service. It should be read carefully before any booking is confirmed. If any provision is unclear, the customer should ensure they understand the terms before proceeding. Any special requests, access issues, parking limitations, fragile items, or disposal requirements should be declared in advance so they can be included in the service arrangement.

In these terms, references to “we”, “us”, or “our” mean Kensington Man And Van, and references to “you” or “the customer” mean the person, business, or organisation placing the booking or authorising the service. A booking may be made by a person acting on behalf of another, but that person must have authority to do so and will be responsible for ensuring the information provided is accurate.

1. Booking Process

All bookings are subject to availability and acceptance by us. A request for a quote does not guarantee a reservation. The booking process may begin with an estimate based on the information supplied by the customer, including item descriptions, property access, floor levels, parking conditions, distance between locations, and any additional labour required. Where a price is provided before the job starts, it is based on the details given at the time. If those details change, the final charge may also change.

Bookings are only confirmed when the customer accepts the quotation or estimated price and we acknowledge the booking. We may request further information before confirming a service, including photographs, inventory lists, parking restrictions, collection and delivery addresses, and details of any items requiring special handling. The customer must provide accurate and complete information. If the service cannot be completed as quoted due to undisclosed circumstances, such as restricted access or additional items, we may revise the price or withdraw from the booking if the task becomes impractical or unsafe.

The customer is responsible for ensuring that the pickup and delivery locations are accessible at the agreed time and that any permissions needed for entry, parking, or loading have been arranged. If access is delayed because of locked premises, unavailable keys, unsuitable parking, lift restrictions, or absent third-party permission, waiting time may be charged. If the delay prevents completion within the scheduled period, we may reschedule or terminate the service and apply reasonable costs already incurred.

We reserve the right to refuse a booking where the requested work is unsafe, unlawful, outside our operational scope, or likely to cause damage to property, vehicles, or goods. We may also refuse or suspend service if the customer or any representative behaves aggressively, abusively, or in a manner that places our staff at risk. Any instructions given during the job must be lawful, reasonable, and consistent with the agreed service.

2. Payments

Payment terms will be stated at the time of booking or on the invoice. Unless agreed otherwise in writing, payment is due upon completion of the service and before unloading may be completed, especially where immediate settlement has been requested as part of the arrangement. We accept the payment methods communicated at booking, and the customer must ensure sufficient funds are available. Failure to pay on time may result in additional charges, recovery action, and suspension of further services.

Quoted prices may be fixed or estimated. A fixed price applies only to the service as described and only where the facts provided remain accurate. Estimated prices may be adjusted where the actual work differs from the original description. Such differences may include extra items, multiple trips, difficult access, waiting time, parking charges, dismantling or reassembly not previously discussed, or the need for additional staff or equipment. Any revised charge will be based on reasonable commercial rates.

Where a deposit has been requested to secure a date, that deposit may be non-refundable except where we cancel the booking or cannot reasonably provide the service. Deposits may also be used to cover administrative costs, reserved labour, or lost availability where the customer cancels at short notice. If an invoice remains unpaid, interest and recovery costs may be added to the outstanding balance where permitted by law.

3. Cancellations and Amendments

The customer may cancel or amend a booking by giving notice as early as possible. Cancellations received well in advance may incur no charge, but short-notice cancellations, particularly where staff and vehicles have already been allocated, may be charged in part or in full. The amount charged will reflect the timing of the cancellation, the work reserved for the booking, and any irrecoverable costs we have already incurred.

If the customer requests a change to the booking, including a different date, altered collection time, added items, or a revised destination, we will try to accommodate the request where operationally possible. However, amendments are not guaranteed and may affect the price, service duration, or availability. A rescheduled booking may be treated as a new booking if the original time slot cannot be retained.

We may cancel or reschedule a booking due to reasons beyond our control, including vehicle breakdown, staff illness, severe weather, road closures, or other operational disruption. Where this happens, we will aim to give notice and offer an alternative time or date. We will not be responsible for losses caused by such unavoidable events, except where required by law.

4. Customer Responsibilities

The customer must ensure that goods are ready for collection at the agreed time unless our agreement includes packing or waiting as part of the service. Items should be adequately packed and secured unless we have expressly agreed to pack them. Fragile, valuable, or irreplaceable goods should be clearly identified in advance. The customer remains responsible for their own packing choices unless we have been contracted to perform packing work.

The customer must also ensure that any items for transport or disposal are legal to carry, move, or discard. Dangerous, prohibited, or restricted goods must not be handed over unless previously agreed and lawfully permitted. These may include, without limitation, flammable substances, explosives, gas cylinders, live animals, perishable goods needing controlled conditions, and certain chemicals or waste materials. If such items are discovered without prior disclosure, we may refuse them and charge for any time already spent.

Where the service involves moving heavy objects, the customer should notify us of any structural concerns, fragile stairs, narrow corridors, lifting hazards, or items that may require specialist equipment. If a customer instructs us to proceed despite a known risk, we may decline that instruction. We are entitled to make reasonable judgments about safety and may pause or stop work if conditions are unsuitable.

5. Liability and Damage

We will take reasonable care when handling goods, but our liability is limited to losses caused by our proven negligence or breach of these terms. We are not responsible for pre-existing damage, wear and tear, items packed by the customer unless we have been negligent in handling them, or losses arising from inaccurate information provided by the customer. Customers are encouraged to keep records of valuable goods and to consider appropriate insurance for high-value items.

Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. The customer should allow us to inspect the item and, where appropriate, provide photographs, proof of ownership, and a description of the circumstances. We may require evidence before considering any compensation claim. Our assessment may take into account depreciation, repairability, and whether the item was adequately packed or declared as fragile.

We are not liable for indirect or consequential losses such as lost profits, missed appointments, delayed occupancy, or business interruption unless such liability cannot be excluded by law. Our total liability, where legally permitted, will not exceed the amount paid for the service giving rise to the claim, except in cases of death or personal injury caused by our negligence or other liability that cannot lawfully be limited.

6. Waste Regulations and Disposal Services

Where we provide waste removal, clearance, or disposal support, the customer must ensure that the items are accurately described. We will only collect and transport waste that we are legally permitted to handle. The customer confirms that no hazardous, toxic, clinical, pressurised, illegal, or otherwise prohibited waste will be included unless we have expressly agreed and are authorised to deal with it under the relevant regulations.

Waste must be presented in a safe and lawful manner. The customer remains responsible for identifying items that require special treatment, segregation, documentation, or licensed disposal. We may refuse loads that contain prohibited materials or that are mixed in a way that prevents lawful handling. If waste is misdescribed, concealed, or includes restricted materials, the customer may be responsible for all additional costs, penalties, and disposal charges arising from that breach.

Any waste collected as part of a removal or clearance service may be handled, transported, and transferred in accordance with applicable waste management requirements. We may engage authorised third parties for lawful disposal or recycling where needed. Ownership of waste passed to us for disposal may transfer only to the extent permitted by law and our operational arrangements. The customer must not ask us to dispose of items in a manner that would breach environmental, transport, or waste legislation.

7. Insurance, Force Majeure, and Service Limitations

We maintain insurance cover appropriate for the nature of our work. However, insurance does not replace the customer’s responsibility to provide accurate information, suitable packing, and lawful instructions. Claims may be affected if items were inadequately packed, not declared as fragile, or moved in circumstances where the customer instructed us to proceed despite a known risk. Certain items may require separate cover, and the customer should make their own enquiries if they wish to insure exceptional value goods.

We will not be liable for failure to perform obligations where the failure is caused by events outside our reasonable control, including extreme weather, traffic accidents, fire, flood, civil disturbance, labour shortages, government action, or interruption to essential services. In such situations we may suspend, delay, or cancel the service without liability beyond any refund or adjustment required by law for work not performed.

Our staff may only carry out tasks within the agreed scope. Additional services such as dismantling furniture, reconnecting appliances, handling specialist equipment, or moving unsafe items may be declined unless expressly agreed beforehand. Any work carried out at the customer’s request outside the original scope may be charged separately and may be subject to new terms.

8. Complaints and General Provisions

If the customer believes the service has not been provided in accordance with these terms, they should raise the issue promptly so it can be reviewed. Delay in reporting an issue may make it harder to investigate. We will assess concerns fairly and may request supporting documents, images, or other relevant information. Nothing in these terms affects statutory rights that cannot be excluded.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce a right or remedy on one occasion does not waive that right on any other occasion. These terms, together with the accepted booking details and any written quotation, form the entire agreement between the parties in relation to the service.

These terms may be updated from time to time to reflect changes in business practice or legal requirements. The version applicable to a booking will be the version in force at the time the booking is confirmed unless a later change is required by law. Customers are encouraged to review the applicable terms before each new booking with Kensington Man And Van.

9. Governing Law

These terms and any dispute or claim arising from 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, claim, or legal proceeding arising from or connected with the service, unless mandatory law provides otherwise.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these service terms and conditions.