Westkensington Movers Service Terms and Conditions
These service terms and conditions set out the agreement between Westkensington Movers and the customer using our moving and related services. By making a booking, confirming a quotation, or allowing work to begin, you agree to these terms. They are designed to keep the process clear, fair, and professional for both parties. In these Westkensington moving terms, references to “we”, “us”, and “our” mean Westkensington Movers, and references to “you” and “your” mean the customer, whether an individual, business, landlord, tenant, or authorised representative.
These conditions apply to domestic, office, and general relocation services, together with any agreed loading, unloading, transportation, packing, and handling tasks. They also apply to any additional services included in the booking, such as furniture dismantling, item protection, or disposal support where legally permitted. If any separate written agreement, quotation, or schedule conflicts with these terms, the written agreement will apply only to the extent expressly stated. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.
We may update these moving service terms from time to time. The version applicable to your booking will normally be the version in force at the time your quotation is accepted, unless a later update is required by law or agreed in writing. It is your responsibility to review the key points before confirming the booking. By proceeding, you confirm that you have authority to request the service and to accept these conditions on behalf of any other person or organisation involved in the move.
1. Booking process
All bookings begin with a request for a quotation or service estimate based on the information you provide. We may ask for details including property access, inventory size, parking arrangements, item fragility, lift access, stairs, and any timing restrictions. Accurate information is essential because the price and scheduling depend on the scope and complexity of the work. A quotation may be fixed, estimated, or hourly depending on the service type and the information available at the time. Acceptance of a quotation does not guarantee availability until the booking is confirmed by us.
A booking becomes confirmed only when we have accepted your request and, where required, received any deposit or advance payment. You should check all booking details carefully, including the date, time, addresses, inventory notes, special instructions, and any extra services agreed. If the details change after confirmation, we may revise the price, the crew allocation, vehicle size, or scheduled time. Where a survey is carried out, the booking may still be adjusted if the actual conditions differ materially from the information supplied. Westkensington Movers will act reasonably, but we are not bound to provide services that are unsafe, unlawful, or materially different from what was quoted.
2. Customer obligations and access
You must ensure that the premises, access routes, and items are ready for the agreed service window. This includes arranging permits, parking permissions, building access, concierge approval, lift bookings, and any notifications required by landlords, managing agents, or local authorities. You are responsible for protecting personal documents, cash, jewellery, medications, and other high-value or sensitive items, unless we have expressly agreed in writing to handle them. We may refuse to move prohibited, dangerous, or unsuitable goods, and we may pause work if the premises, items, or instructions create an unacceptable risk.
Unless otherwise agreed, you are responsible for disconnection and reconnection of utilities, appliances, and fixtures, and for ensuring that the property is safe for our team to work in. If keys, codes, or entry instructions are incorrect or unavailable, delays may occur and additional charges may apply. If access is restricted or the work is interrupted for reasons outside our control, we may treat the booking as a waiting-time service or a failed attendance. Reasonable cooperation from the customer is required throughout the move.
Any items left behind, hidden, or omitted from the declared inventory may be carried only if time, space, and safety allow. We are not obliged to transport items that were not disclosed in advance, especially if they require special handling or exceed the scope of the booked service. Where we agree to move additional items, an updated charge may apply. If the customer or an authorised person is not present, we may rely on instructions already provided, but we are not responsible for later disputes about those instructions unless caused by our negligence.
3. Payments, fees, and charges
Payment terms will be stated in the quotation, invoice, or booking confirmation. Unless otherwise agreed, any deposit is non-refundable except where required by law or where we cancel the service without cause. The remaining balance may be due before unloading, on completion, or within a stated invoice period, depending on the service arrangement. We accept payment by the methods notified at the time of booking, and all payments must be made in cleared funds. Time-based charges may apply where the move takes longer than planned due to delays, access issues, or customer-requested changes.
Additional charges may arise if the actual service differs from the original description, including but not limited to extra volume, extra stops, waiting time, stair carries, long carries, parking penalties, storage handling, or specialist equipment. Any chargeable variation will normally be explained as soon as reasonably possible. We may also charge for aborted attendance, re-delivery, failed access, or costs caused by incorrect information supplied by the customer. Prices are stated exclusive of any taxes unless clearly noted otherwise. If an invoice is overdue, we may suspend future services, charge lawful interest where applicable, and recover reasonable collection costs.
For business customers, payment must be made by the due date stated on the invoice. For consumer customers, any advance payment or card pre-authorisation may be used to secure the booking and cover agreed charges. We reserve the right to request proof of identity, proof of authority to pay, or confirmation of the service address before releasing goods. In the event of a payment dispute, you must pay any undisputed amount on time while the matter is reviewed. Westkensington Movers does not accept responsibility for bank delays, card provider issues, or payment failures caused by third parties.
4. Cancellations, postponements, and rescheduling
If you need to cancel or change the booking, you should notify us as early as possible. Cancellation charges may apply depending on how much notice is given and whether costs have already been incurred, such as vehicle scheduling, staff allocation, or third-party arrangements. Where a deposit has been paid, it may be retained in part or in full to cover administrative and planning losses where lawful and reasonable. Late cancellations, same-day cancellations, or failure to provide access may result in the full service fee becoming due.
You may request a postponement or date change, but rescheduling is subject to availability. We are not obliged to transfer a booking to a new date if resources cannot reasonably be reallocated. If we agree to move the booking, any revised date may be subject to updated prices, especially where seasonal demand, waiting periods, or new service details affect the cost. If you are delayed on the day and ask us to wait, further waiting charges may apply. If the delay makes the job impractical, we may cancel the attendance and charge accordingly.
We may cancel or reschedule a booking if we are unable to perform the service safely, lawfully, or as planned, including where there is severe weather, vehicle breakdown, staff illness, access failure, incomplete information, or any event beyond our reasonable control. In such cases, we will try to arrange an alternative time. If we must cancel without being at fault and cannot offer a suitable alternative, any unused advance payment for the cancelled portion will be refunded in accordance with legal requirements. We do not accept liability for indirect loss arising from a lawful cancellation or postponement.
5. Liability, care of goods, and insurance
We will use reasonable care and skill in performing the service. However, moving work involves inherent risks, especially when handling heavy, fragile, awkward, or pre-used items. Unless otherwise stated, liability for loss or damage is limited to the extent permitted by law and subject to any insurance arrangements expressly agreed in writing. Customers are strongly advised to take out suitable insurance for their possessions, property, and any consequential risks not covered by our standard arrangements. Any claim must be notified promptly and supported by evidence where available.
We are not liable for damage caused by items that were already defective, poorly assembled, inadequately packed, or inherently fragile, unless the damage was directly caused by our negligence. We are also not liable for loss or damage arising from customer instructions, inadequate packaging provided by the customer, hidden defects, unauthorised handling by third parties, or unavoidable movement of goods in transit where due care has been taken. Westkensington moving services exclude liability for ordinary wear and tear, cosmetic scuffing consistent with careful handling, and loss of value caused by age or condition of the item.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. If we are found liable, our responsibility will be limited to the direct loss suffered and will not include indirect, special, or consequential loss such as loss of profit, loss of business, or missed opportunities, unless such exclusion is prohibited by law. Any claim not raised within a reasonable time may be declined where delay has prejudiced our ability to investigate.
6. Handling, packing, and item condition
Unless specifically agreed, we do not accept responsibility for the internal condition of items that are not properly packed or protected. If we provide packing materials or packing assistance, this does not guarantee that every item will be immune from breakage or shifting during transit. You should advise us in advance of any item requiring specialist treatment, including pianos, antiques, artwork, glass, or bulky equipment. We may decline to move items that are unsafe, over the agreed weight limit, or not suitable for the service booked.
Where we dismantle or reassemble furniture, we will take reasonable care, but we cannot guarantee a perfect match to original fittings, especially where items are old, previously modified, or missing parts. We do not accept liability for pre-existing weaknesses, stripped screws, loose joints, or hidden instability. If you request placement of items in a specific location, you are responsible for ensuring that the location is suitable and accessible. It is your duty to remove or secure loose contents, and to empty drawers, cupboards, and appliances where required for safe transport.
If we agree to place items at a destination and the customer later requests repositioning, this may be treated as additional labour. Where goods must be stored temporarily within a vehicle or at a holding location pending further instruction, we will take reasonable care but remain limited by the condition of the items and the information provided. Any damage attributable to overloading, underpacking, or failure to disclose special characteristics may not be recoverable from us. These Westkensington Movers terms are intended to promote safe handling and realistic expectations.
7. Waste regulations and disposal rules
If the service includes removal or disposal of unwanted items, waste will only be handled in accordance with applicable UK waste regulations and only where the arrangement has been agreed in advance. We will not remove controlled, hazardous, or regulated waste unless we are properly licensed or otherwise legally permitted to do so. You must clearly identify any item that may be classed as waste, including electrical goods, batteries, paint, chemicals, sharp objects, contaminated materials, or any items subject to special collection rules. Misdescribed waste may be refused or charged separately.
Where disposal is arranged, you remain responsible for declaring whether items are reusable, recyclable, or classed as waste requiring approved treatment. We may ask for a written description or photo of the items before accepting them. If the customer asks us to dispose of items on their behalf, you warrant that you have the legal right to do so and that the items do not contain prohibited materials. Any load may be checked, sorted, or separated in accordance with legal duties. We may decline disposal if the request would place us in breach of environmental, transport, or safety laws.
It is the customer’s responsibility to ensure that items handed over for disposal are not mixed with personal property that should be retained. Once lawful disposal has taken place, items may not be recovered. If waste transfer documentation, records, or descriptions are required, we may create, retain, or provide them where appropriate and lawful. Westkensington Movers may refuse any disposal instruction that appears unsafe, incomplete, or inconsistent with these terms. You agree to indemnify us against losses caused by your failure to disclose the true nature of waste or restricted goods.
8. Delays, force majeure, and service interruptions
We are not responsible for delays or non-performance caused by events beyond our reasonable control, including traffic incidents, road closures, extreme weather, civil disturbance, industrial action, public authority restrictions, or unforeseen mechanical failure. If such an event occurs, we will make reasonable efforts to minimise disruption and communicate a revised plan where possible. Any agreed time window is an estimate unless expressly guaranteed in writing. Delays caused by access problems, incorrect instructions, or additional work requested by the customer are not our responsibility.
If a service is interrupted part-way through due to an event beyond our control, we may complete the remainder at a later time, if feasible, or charge for the work already performed. Where safe continuation is not possible, goods may be returned, held, or transferred to a suitable location pending further instructions, subject to reasonable charges. We will not be liable for losses that arise because an external event affects travel, loading, or unloading times, provided we have acted reasonably in the circumstances.
If the service is significantly affected by circumstances that materially change the original agreement, we may seek to renegotiate the scope, timing, or charge. Where no agreement can be reached, either party may end the affected portion of the contract without fault, subject to payment for work completed and any lawful termination costs. These provisions are intended to allocate risk fairly without creating any unnecessary burden on the customer or the business.
9. Complaints, notice, and communication
If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, take corrective action. Timely notice helps preserve evidence and allows concerns to be addressed while the matter is still fresh. Any complaint should describe the issue clearly and include relevant dates, locations, and supporting material where available. We will review complaints in good faith and respond within a reasonable period.
Formal notices under these terms may be given by the means agreed in the booking record or by any other method that provides reasonable evidence of receipt. If we need to contact you regarding access, safety, payment, or schedule changes, we may use the details supplied during booking. You are responsible for ensuring those details are accurate and up to date. Failure to read or respond promptly may affect the service timeline and may incur costs if action is delayed.
These Westkensington moving terms and conditions are intended to provide a clear framework for a professional service relationship. They should be read together with any quotation, survey notes, or service confirmation. If there is any ambiguity, the interpretation that best reflects lawful, fair, and reasonable service performance will generally apply. No waiver of a term will be effective unless confirmed in writing, and a delay in enforcing a right does not mean that right has been waived.
10. Governing law and jurisdiction
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction to hear any dispute arising out of or in connection with the service, except where mandatory consumer rights provide otherwise. If any consumer protection rule gives you additional rights, nothing in these terms is intended to remove or reduce those rights. The contract is drafted to comply with applicable UK law and to operate fairly in a standard service setting.
If a court or competent authority decides that any part of these terms should be modified or removed, the remaining provisions will continue to apply so far as legally possible. These terms represent the entire agreement relating to the service unless expressly supplemented in writing. By confirming a booking with Westkensington Movers, you acknowledge that you have read, understood, and agreed to the applicable service conditions, including booking, payment, cancellation, liability, waste handling, and governing law.