Chelsea Removals Terms and Conditions of Service

These Terms and Conditions set out the agreement between Chelsea Removals and the customer for the provision of removal, packing, storage and related services. By booking or using our services, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 We, us, our means Chelsea Removals, the removal services provider.

1.2 You, your, customer means the person or organisation requesting or paying for the services.

1.3 Services means any removal, packing, loading, unloading, storage, delivery, waste removal or ancillary services we provide.

1.4 Goods means the items and property that are the subject of the services.

1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.

2. Service Area

2.1 We provide removal and related services primarily within the United Kingdom, including local, regional and national moves originating from or delivering to the Chelsea area and surrounding districts.

2.2 Services outside our usual operating area may be subject to additional charges and specific conditions, which will be confirmed in writing before the contract is formed.

3. Quotations and Pricing

3.1 Any quotation we provide is based on the information supplied by you, including the list of goods, access conditions, addresses, dates and any special requirements.

3.2 Quotations are not binding until confirmed in writing by us. Verbal estimates are provided for guidance only and do not form part of the contract.

3.3 Unless expressly stated otherwise, our quotation includes:

a. Labour for loading and unloading.

b. Transport of goods between the agreed addresses.

c. Standard furniture protection and handling.

3.4 Our quotation does not automatically include:

a. Packing or unpacking services.

b. Dismantling or reassembling of furniture or fittings.

c. Disconnection or reconnection of appliances.

d. Removal or disposal of waste, unwanted items or hazardous materials.

e. Parking charges, congestion charges, tolls, ferry fees or similar costs.

3.5 We reserve the right to amend the price if:

a. The work is not carried out within three months of the quotation date.

b. You request additional services or changes after the quotation has been issued.

c. Access conditions differ from those described, including stair access, long carry distances or parking restrictions.

d. There are delays outside our reasonable control, including waiting time caused by late key release, incomplete property transactions or restricted access.

4. Booking Process and Contract Formation

4.1 To make a booking you must provide accurate details of the collection and delivery addresses, the nature and quantity of goods, your preferred dates and any relevant access information.

4.2 A contract is formed when we issue written confirmation of your booking, which may be by letter or electronic confirmation, following your acceptance of our quotation.

4.3 We may require a deposit or prepayment to secure your booking. The amount and due date of any deposit will be confirmed in our booking correspondence.

4.4 You are responsible for checking the booking confirmation and informing us immediately of any errors or omissions. If you do not notify us of any discrepancy, we will carry out the services as described in the confirmation.

5. Customer Obligations

5.1 You agree to:

a. Ensure that you have the legal right, ownership or full authority to move the goods.

b. Arrange suitable and lawful parking for our vehicles at all relevant addresses.

c. Provide accurate information regarding access, property layout, stairs, lifts and any restrictions.

d. Ensure that all goods are properly packed, secured and prepared for transport, unless you have booked our packing service.

e. Be present, or ensure that an authorised representative is present, at collection and delivery to provide instructions and sign relevant paperwork.

f. Comply with all applicable laws and regulations relating to the goods and the premises.

5.2 You must not submit for removal or storage any items that are hazardous, flammable, explosive, illegal or otherwise unsuitable, including but not limited to:

a. Gas cylinders, fuels, oils, paints, solvents and chemicals.

b. Firearms, ammunition or weapons.

c. Perishable, contaminated or infested items.

d. Cash, jewellery, watches, precious metals, valuable documents or collections beyond normal household value, unless we have agreed in writing to handle them.

6. Payments and Charges

6.1 Unless otherwise agreed in writing, payment terms are as follows:

a. A deposit may be payable at the time of booking.

b. The remaining balance is payable on or before the date of the move, and in any event before unloading at the destination is completed.

6.2 We accept payment by methods notified to you during the booking process. You are responsible for ensuring that cleared funds are available by the due date.

6.3 If payment is not made when due, we may:

a. Suspend or withhold services, including the right to retain goods until payment is received in full.

b. Charge interest on overdue amounts at the statutory rate or such rate as permissible under applicable law.

6.4 All charges are stated exclusive of any applicable taxes or duties unless clearly indicated otherwise. If any tax, duty or levy becomes payable in respect of the services, you shall be responsible for paying such amounts.

7. Cancellations, Postponements and Waiting Time

7.1 If you wish to cancel or postpone your booking, you must notify us in writing as soon as possible.

7.2 We reserve the right to apply cancellation or postponement charges as follows, unless a different policy has been confirmed to you in writing:

a. More than seven working days before the scheduled service date: no cancellation fee, and any deposit may be refunded or transferred at our discretion.

b. Between two and seven working days before the scheduled service date: a percentage of the quoted price may be charged, up to a reasonable amount reflecting our lost opportunity to allocate the slot.

c. Less than two working days before the scheduled service date or on the day of the move: up to the full quoted price may be charged.

7.3 If we arrive at the property and are unable to commence work due to circumstances beyond our control, including but not limited to incomplete transactions, lack of access or your failure to be present, this may be treated as a cancellation and additional waiting time charges may apply.

7.4 Reasonable waiting time caused by routine delays such as traffic is included up to a limit set out in your quotation. Extended waiting time, particularly for key release or property handover, may incur additional charges at our standard hourly rates.

8. Our Responsibilities

8.1 We will exercise reasonable care and skill in providing the services, taking a professional approach to the handling, transport and delivery of your goods.

8.2 We will make reasonable efforts to adhere to agreed dates and times, but timing is not guaranteed. We are not liable for delays caused by events outside our reasonable control, including traffic conditions, accidents, severe weather or third party actions.

8.3 We may use sub-contractors or agents to perform some or all of the services, but we will remain responsible for the overall performance of the contract.

9. Liability for Loss or Damage

9.1 Our liability for loss of or damage to goods is subject to the limitations and exclusions set out in this clause.

9.2 We are not liable for:

a. Loss or damage arising from your failure to properly pack or protect goods that you have packed yourself.

b. Damage to furniture or items that are dismantled, reassembled or moved against our advice, or that are already defective, fragile or in poor condition.

c. Loss of or damage to valuables such as cash, jewellery, important documents or electronic data, unless we have agreed in writing to handle them and you have declared their value.

d. Any indirect or consequential loss, including loss of profit, loss of enjoyment or emotional distress.

9.3 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, is limited to a reasonable amount, taking into account the value of the goods and the price of the services, unless a higher limit has been agreed in writing and any additional charges have been paid.

9.4 You must notify us in writing of any visible loss or damage as soon as reasonably possible and, in any event, within a reasonable period after delivery. Failure to notify us within this period may affect our ability to investigate and settle your claim.

9.5 Where we agree that we are liable for loss or damage, we may choose to repair the item, replace it with a similar item of comparable condition, or pay you a sum equivalent to the repair or replacement cost, subject to applicable limits.

10. Excluded Risks

10.1 We are not liable for loss or damage resulting from:

a. Wear and tear, gradual deterioration or inherent defects in the goods.

b. Normal handling of goods where minor marks or scuffs are considered reasonable.

c. Acts of war, terrorism, civil unrest, industrial action or other events beyond our reasonable control.

d. Loss or damage occurring when goods are left in an unattended location at your request or where you or your representatives are involved in the handling of goods.

11. Waste, Disposal and Environmental Regulations

11.1 Waste removal, disposal of unwanted items and clearance services are not included in a standard removal unless specifically agreed in our quotation.

11.2 Where we agree to remove waste or unwanted items, we will do so in accordance with applicable UK waste and environmental regulations. This may involve transport to licensed waste facilities or recycling centres.

11.3 You are responsible for informing us in advance of any items that require special handling or disposal, including electrical or electronic equipment, bulky waste, or items subject to specific disposal rules.

11.4 We reserve the right to refuse to remove or transport any item that we reasonably consider to be hazardous, illegal, unsafe or not in compliance with waste regulations.

11.5 Additional charges may apply for waste removal, recycling, specialist disposal, parking at waste facilities or any statutory charges levied by disposal sites.

12. Access, Parking and Property Damage

12.1 You are responsible for ensuring that our vehicles can safely and lawfully park as close as reasonably possible to the property entrances.

12.2 You must obtain any parking permits or permissions required by local authorities or property managers. Any fines or penalties incurred due to inadequate permissions or restrictions may be charged to you.

12.3 We will take reasonable care to avoid damage to property and premises while carrying out the services. Minor marks or scuffs that are unavoidable in tight access conditions may not be considered negligence.

12.4 If you are concerned about specific areas such as newly painted walls, delicate flooring or fixtures, you should inform us in advance so that reasonable protective measures can be considered. We are not liable for pre-existing damage or defects.

13. Storage Services

13.1 If storage is included in the services, your goods will be stored in a suitable facility chosen by us, either directly or through a trusted storage provider.

13.2 Storage charges are payable in advance at the intervals specified in your quotation or storage agreement.

13.3 If storage charges remain unpaid, we reserve the right to exercise a lien over the goods and, after giving reasonable notice, to sell or dispose of them to recover unpaid amounts, in accordance with applicable law.

14. Complaints and Disputes

14.1 If you have a complaint about our services, you should contact us in writing as soon as possible, providing full details and any supporting information.

14.2 We will investigate your complaint and aim to respond within a reasonable timeframe. You agree to cooperate with us in resolving any issues, including allowing inspections of any alleged damage.

15. Data Protection and Privacy

15.1 We will handle your personal information in accordance with applicable UK data protection laws. Your details will only be used for the purpose of providing and administering our services, handling payments and managing our relationship with you.

15.2 We may share your details with third parties only where necessary for the performance of the contract, such as sub-contractors, storage providers or payment processors, or where required by law.

16. Force Majeure

16.1 We are not liable for any failure or delay in performing our obligations under the contract where such failure or delay is caused by events beyond our reasonable control, including but not limited to extreme weather, natural disasters, road closures, accidents, strikes or public emergencies.

16.2 If a force majeure event occurs, we will notify you as soon as reasonably possible and discuss alternative arrangements. If the contract cannot be performed within a reasonable period, either party may terminate the affected part of the services without penalty, subject to payment for work already carried out.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any contract between you and us are governed by and construed in accordance with the laws of England and Wales.

17.2 Any dispute arising out of or in connection with the services or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by us in exercising any right or remedy shall constitute a waiver of that right or remedy.

18.3 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or representations.

18.4 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.