Chelsea Removals Service Terms and Conditions

These service terms and conditions set out the basis on which Chelsea Removals provides moving, transport, and related removal services to customers. By making a booking, the customer agrees to be bound by these terms. These terms are intended to be fair, clear, and practical, while also reflecting the responsibilities of both parties in relation to a domestic or commercial move. They apply to all standard removal services, unless a separate written agreement states otherwise.

For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean Chelsea Removals. References to ???you??� and ???your??� mean the customer, the person making the booking, or any person authorised to act on the customer???s behalf. These terms should be read carefully before confirming any booking, as they explain important information about pricing, timing, liability, cancellations, and legal compliance.

A booking for Chelsea Removals services may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have issued written confirmation or otherwise accepted the order in writing. Any quotation provided before confirmation is based on the information supplied by you and is subject to change if the job details differ materially from those initially described.

Booking Process and Service Conditions

When requesting a Chelsea Removals booking, you must provide accurate and complete information about the move, including the property type, access conditions, number and size of items, parking restrictions, packing requirements, storage needs, and any fragile, heavy, or specialist goods. You must also tell us about any items that may require extra care, specialist handling, dismantling, reassembly, or equipment. If information is incomplete or inaccurate, we may revise the quotation, adjust the service plan, or refuse to carry out the work if the actual circumstances are unsafe or unsuitable.

We may carry out a pre-move assessment, either remotely or in person, to help determine the resources required for your removal service. Any assessment is made in good faith using the information available at the time. If the scope of work changes after booking confirmation, including additional items, increased distance to carry items, delayed access, or changes to floors or lifts, additional charges may apply. We will use reasonable efforts to notify you of such changes before proceeding, but you remain responsible for ensuring the move is described accurately.

Your booking time is agreed on the basis of availability and operational planning. While we will make reasonable efforts to attend on time, arrival and completion times are estimates only and may be affected by traffic, weather, access issues, delays at previous jobs, or events beyond our control. We will not be responsible for minor delays that are reasonable in the circumstances. If a significant delay occurs, we will aim to inform you and agree the most appropriate next steps.

Payments, Deposits, and Charges

Unless otherwise agreed in writing, all removal charges are payable in accordance with the quotation, invoice, or service agreement issued by Chelsea Removals. We may require a deposit at the time of booking to secure the date and allocate staff and vehicles. Any balance will usually be due on or before completion of the service, or by the deadline stated on the invoice. We reserve the right to suspend or refuse services if payment arrangements are not met.

All prices are based on the information supplied and may be subject to VAT or other applicable taxes where required by law. Additional charges may apply for waiting time, access difficulties, extra labour, stair carries, long carries, parking or permit costs, assembly or disassembly, delayed completion caused by the customer, or disposal of agreed waste. Where additional work is requested on the day, we may charge at our standard rates or issue a revised quotation before proceeding.

Payment must be made using the method or methods accepted by us at the time of booking or invoicing. If a payment is declined, reversed, or not received by the due date, we may charge reasonable administrative costs and any lawful recovery costs incurred. Title to any goods supplied by us, where applicable, remains with us until full payment has been received. This does not affect your statutory rights.

Cancellations, Changes, and Customer Responsibilities

You may request a cancellation or rescheduling of a Chelsea Removals service, but charges may apply depending on the notice given and the resources already committed. If you cancel with reasonable notice, we may refund some or all of any deposit at our discretion, less any non-recoverable costs. Short-notice cancellations may result in a cancellation fee, especially where vehicles, staff, packing materials, or subcontracted services have already been reserved for your job.

If you need to change the date, time, access arrangements, or scope of the service, you must tell us as early as possible. We will consider changes in good faith, but availability cannot be guaranteed. Any revised service may be priced differently. If we are unable to perform the service because of circumstances caused by you, including no access, unsafe conditions, incorrect keys, incorrect address details, unpaid charges, or failure to prepare items as agreed, we may treat the booking as cancelled and charge accordingly.

Customers are responsible for preparing the property and items for removal unless packing or preparation has been expressly included in the service. You should ensure that all drawers, cupboards, fridges, and appliances are secured, that valuable or personal documents are removed or clearly identified, and that any prohibited or restricted items are excluded unless we have agreed otherwise. You remain responsible for the accuracy of any inventory, declaration, or special instructions you provide.

Liability and Claims

We will carry out our services with reasonable care and skill. However, our liability is limited to the extent permitted by law. We will not be liable for loss or damage caused by factors outside our reasonable control, including pre-existing defects, inherent vice, unsuitable packaging provided by the customer, normal wear and tear, or items that were not correctly declared, packed, or protected. This includes damage arising from fragile items that were not appropriately wrapped or from items that could not withstand standard moving conditions.

Where we are legally responsible for loss or damage, our liability will usually be limited to the direct, foreseeable loss suffered by the customer and will not extend to indirect or consequential loss such as loss of profit, business interruption, emotional distress, or loss of opportunity. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Your statutory rights remain unaffected.

Any claim for damage, shortage, or loss must be reported to us as soon as reasonably practicable and in any event within a reasonable time after completion of the service. You may be asked to provide photographs, a written description, proof of ownership, and evidence of value. Failure to report damage promptly may affect our ability to investigate the issue or assess responsibility. We may inspect the item or arrange for a repair or valuation if appropriate.

Waste, Disposal, and Regulatory Compliance

Where Chelsea Removals agrees to remove, carry, or dispose of waste, packaging, furniture, or other unwanted items, such work will be carried out in accordance with applicable UK waste regulations and lawful disposal requirements. We will only remove waste that has been clearly agreed in advance and that we are legally permitted to handle. If a waste transfer note, disposal record, or similar documentation is required, you agree to provide the necessary information and cooperation.

You must not place controlled, hazardous, illegal, or environmentally restricted materials into any waste load unless we have explicitly agreed in writing and confirmed that we are authorised and equipped to handle them. This may include chemicals, asbestos, medical waste, gas bottles, oils, solvents, batteries, and similar items subject to special regulation. If such materials are discovered unexpectedly, we may refuse collection, amend the charge, or require you to remove the items immediately. Any delay or additional compliance cost caused by undeclared waste may be charged to you.

In relation to general waste and recycling, you confirm that you have the legal right to authorise disposal of the items handed over to us. We may separate, sort, transport, or dispose of waste in a manner that is operationally and legally appropriate. We reserve the right to decline any item where disposal would create a legal, environmental, or safety concern. You agree to indemnify us against any loss arising from incorrect declarations, unlawful disposal requests, or breach of waste-handling obligations by you.

Access, Delays, and Service Disruption

Customers must ensure that reasonable access is available at both collection and delivery addresses. This includes arranging parking where needed, advising us of any restrictions, and ensuring access to lifts, entrances, loading areas, and internal routes. If access is poor, restricted, or unsafe, we may refuse to proceed until it is made suitable, or we may continue on an adjusted basis with revised pricing. Any waiting time caused by access problems may be charged.

If the service is delayed, interrupted, or prevented by events outside our control, including severe weather, accidents, road closures, staff illness, industrial action, emergency incidents, or other force majeure events, we will not be in breach of contract for the resulting delay or failure. We will use reasonable efforts to resume or rearrange the service where practicable. If we cannot complete the work due to such events, you will only be charged for the work properly performed up to that point, unless otherwise agreed in writing.

If we need to store items temporarily as part of an agreed service, any storage period, charges, and handling conditions will be set out separately or confirmed in writing. Items placed into storage may be subject to additional terms relating to insurance, access, and collection. We may retain a lien over goods in our possession to secure unpaid charges, to the extent permitted by law.

Insurance, Care of Goods, and Customer Property

We may hold insurance covering certain risks associated with our service, but this does not automatically mean every item is fully insured for every circumstance. Where customers require cover beyond our standard liability position, they should ask about suitable insurance arrangements before the move. Any insurance offered or arranged by us will be subject to its own terms, exclusions, and limits, which may require declarations of value or item condition in advance.

You are responsible for ensuring that items of exceptional value, sentimental importance, or irreplaceable nature are identified in advance and handled with special care or separately transported if necessary. Unless specifically agreed, we do not guarantee the safe carriage of cash, jewellery, precious metals, antiques, fine art, collectibles, personal documents, or other high-value items. We may refuse to move certain items unless they are suitably packed, declared, or transported under a different arrangement.

It is your responsibility to remove or secure pets, plants, perishable food, and any living or fragile contents that may be affected by the move. We are not responsible for loss or damage resulting from the customer???s failure to prepare property appropriately, nor for deterioration of items that are naturally unstable, vulnerable to temperature, or likely to deteriorate during transit. If we advise that an item is unsuitable for standard removal handling, you should follow that advice or request an alternative arrangement.

Governing Law and General Provisions

These terms and conditions for Chelsea Removals are governed by the laws of England and Wales. Any dispute arising from or in connection with these terms, the booking, or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will generally apply to that booking unless a newer version is expressly agreed in writing. No variation of these terms is binding unless confirmed by us in writing. Any failure by us to enforce a right or provision will not constitute a waiver of that right or provision.

These terms form the entire agreement between you and Chelsea Removals in relation to the relevant service, unless supplemented by a written quotation, inventory, or service-specific agreement. If there is any inconsistency between the quotation and these terms, the written quotation or specific agreement will prevail to the extent of the inconsistency. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms.