Kensington Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Kensington Man and Van provides removal, transport and related services. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
1.1 "Company", "we", "us" and "our" mean Kensington Man and Van, the provider of the services.
1.2 "Customer", "you" and "your" mean the person, firm or organisation requesting the services.
1.3 "Services" means any man and van, removals, transportation, packing, loading, unloading, storage handling, or related work carried out by us.
1.4 "Goods" means the items, belongings or property that you request us to move, transport, handle or store.
1.5 "Service area" means the locations in which we agree to provide our services, as confirmed at the time of booking.
1.6 "Contract" means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.
2. Scope of Services
2.1 We provide man and van and removal services for domestic and commercial customers, including collection, transportation and delivery of goods, within our agreed service area and to other destinations as mutually agreed.
2.2 We may also provide additional services such as packing, unpacking, assembly, dismantling, and short-distance internal moves, subject to prior agreement and availability.
2.3 We reserve the right to decline any booking or request for services at our absolute discretion, including where access is unsafe, the goods are prohibited, or the work falls outside our operational capacity.
3. Booking Process
3.1 Bookings may be made by contacting us and providing full details of the move or transport required, including addresses, access details, dates, times, volume of goods, and any special requirements.
3.2 We may provide an estimate or quotation based on the information you supply. It is your responsibility to ensure that all information is accurate, complete and not misleading.
3.3 Any quotation given is based on our standard rates and the details you provide. We reserve the right to revise the quotation or charge additional fees if:
a. The information you supplied was inaccurate or incomplete;
b. Access conditions are significantly different from those reasonably expected;
d. There are delays or waiting times beyond our reasonable control caused by you or your agents.
3.4 A booking is only confirmed when we explicitly accept it and, where required, you pay any deposit or prepayment requested. Until then, dates and times remain subject to availability.
3.5 You must notify us of any changes to your booking as soon as possible. Changes may result in adjusted charges or may not be possible on your chosen date or time.
4. Customer Responsibilities
4.1 You are responsible for:
a. Ensuring that you have the legal right to move the goods and that they are adequately described to us;
b. Arranging suitable parking and access for our vehicle at all relevant addresses, including obtaining any permits where necessary;
c. Ensuring that the premises and access routes are safe and suitable for carrying out the services;
d. Properly packing and securing your goods, unless we have agreed to provide packing services;
e. Removing any fixtures, fittings or items attached to walls, floors or ceilings that you wish us to move, unless otherwise agreed;
f. Being present, or appointing a representative, at collection and delivery points to provide instructions, check items and sign any relevant documents.
4.2 You must not ask our staff to carry out any work that is illegal, unsafe, or beyond the scope of the agreed services.
5. Payments and Charges
5.1 Our charges may be based on hourly rates, fixed prices, or a combination thereof, as confirmed at the time of booking.
5.2 We may require a deposit or full prepayment to secure your booking. Where a deposit is requested, your booking is not guaranteed until the deposit has been received.
5.3 Unless otherwise agreed in writing, payment of all outstanding charges is due immediately upon completion of the services on the day of the move or transport.
5.4 We accept payment by the methods we specify at the time of booking. You are responsible for ensuring that you have the means to pay on time.
5.5 Waiting time, additional labour, extra journeys, changes to the original booking, and work carried out beyond the agreed scope may incur additional charges at our standard rates.
5.6 If payment is not made when due, we may:
a. Charge interest on the overdue amount at the statutory rate until payment is received in full; and
b. Retain possession of goods in our control until all sums due are paid; and
c. Suspend or cancel any further services.
6. Cancellations and Amendments
6.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible.
6.2 Where you cancel with sufficient notice, any entitlement to a refund of deposits or prepayments will be set out in our current cancellation policy as advised to you at the time of booking.
6.3 We reserve the right to charge a cancellation fee, which may be a percentage of the agreed price or a minimum charge, particularly where cancellation occurs close to the scheduled date or where we have incurred costs or declined other work.
6.4 If you change the date, time, or nature of the services, we will try to accommodate the change but cannot guarantee availability. Changes may result in revised charges.
6.5 We may cancel or suspend the services if:
a. You fail to pay any required deposit or prepayment;
b. You fail to provide adequate information or instructions;
c. Access is unsafe, unlawful or significantly different from that agreed;
d. We are prevented from carrying out the services by circumstances beyond our reasonable control, such as severe weather, accidents, road closures, or industrial action.
6.6 In the event we cancel for reasons within our control, we will refund any prepayments for services not provided. We will not be liable for any consequential losses arising from our cancellation.
7. Goods and Items We Will Not Move
7.1 We will not move, store or transport:
a. Illegal, stolen or counterfeit goods;
b. Hazardous, flammable, explosive, corrosive, toxic or otherwise dangerous materials;
c. Live animals, plants that require special handling, or perishable items, unless expressly agreed in writing;
d. Cash, jewellery, watches, precious metals, securities, important documents, or items of extraordinary value, unless we have agreed to this in advance and you have arranged appropriate insurance.
7.2 We reserve the right to refuse to move any item that we reasonably believe is unsafe, prohibited, inadequately packaged, or not disclosed at the time of booking.
8. Liability and Insurance
8.1 We will exercise reasonable care and skill in providing our services. However, our liability is subject to the limitations set out in this section.
8.2 We are not liable for loss or damage to goods where:
a. Such loss or damage arises from your failure to pack properly, unless we carried out the packing;
b. Goods are fragile, inherently defective, or not suitable for transport;
c. The damage is caused by normal wear and tear, scratching, or deterioration during handling and transit;
d. We act in accordance with your instructions or the instructions of your representative;
e. Loss or damage occurs before collection or after delivery has been completed and signed for.
8.3 Our total liability for loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable replacement value per item or per job as stated in our applicable policy at the time of booking, unless you have agreed enhanced cover with us in writing.
8.4 We are not liable for any indirect, consequential, or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising from or in connection with the services.
8.5 We are not responsible for delays, cancellations or failure to perform our obligations where caused by events beyond our reasonable control, such as adverse weather, traffic conditions, accidents, road closures, mechanical breakdowns, or acts of third parties.
8.6 You must notify us in writing of any loss or damage as soon as reasonably possible and in any event within a reasonable period after completion of the services, providing full details and any supporting evidence. Failure to do so may affect our ability to investigate the matter and may limit any liability we may have.
9. Waste and Disposal Regulations
9.1 We operate in compliance with applicable waste and environmental regulations. We are not a general rubbish clearance service and will only remove waste where this has been specifically agreed and is permitted by law.
9.2 You must not ask us to dispose of controlled, hazardous, clinical, or prohibited waste. Where we agree to remove any items for disposal, you confirm that they do not fall into any restricted category and that you have the right to dispose of them.
9.3 Any waste removal or disposal services may attract additional charges. These will be advised to you in advance where reasonably possible.
9.4 If you provide false or misleading information about items for disposal, you will be responsible for any claims, fines, penalties, or costs arising as a result.
10. Access, Parking and Restrictions
10.1 You are responsible for ensuring that suitable parking is available for our vehicle at all collection and delivery locations, including obtaining any permits and paying any associated charges.
10.2 If parking is unavailable, restricted, or results in fines or charges due to inadequate arrangements, you will be liable for any such fines or charges we incur and for any additional time spent.
10.3 You must inform us in advance of any access issues, such as narrow streets, low bridges, height restrictions, internal stairs, or lifts. Failure to do so may result in delays, additional charges, or an inability to complete the job as planned.
11. Complaints
11.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our representative as soon as possible during the job so that we have an opportunity to address it.
11.2 If the matter is not resolved at the time, you may submit a complaint, providing full details of your concerns. We will review your complaint and respond within a reasonable timeframe.
11.3 Making a complaint does not entitle you to withhold payment of undisputed amounts due.
12. Data Protection and Privacy
12.1 We will use the personal information you provide to supply the services, process payments, manage your booking, and comply with our legal obligations.
12.2 We will take reasonable steps to keep your information secure and will not sell your personal data to third parties.
12.3 We may share your details where necessary with our staff, drivers and subcontractors for the purpose of providing the services, and with relevant authorities if required by law.
13. Subcontracting
13.1 We may, at our discretion, use subcontractors or agents to perform all or part of the services. We will exercise reasonable care in selecting such subcontractors.
13.2 These Terms and Conditions shall apply equally to any services performed by our subcontractors or agents.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising from or relating to the contract or the services.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision shall be deemed severed and the remaining provisions shall remain in full force and effect.
15.2 No failure or delay by us in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.
15.3 These Terms and Conditions constitute the entire agreement between you and us relating to the provision of services and supersede any prior written or oral agreements, understandings or arrangements.
15.4 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.
