Chelsea Removals Terms and Conditions
These terms and conditions set out the basis on which Chelsea Removals provides domestic and commercial moving services, including packing, loading, transport, unloading, and related handling services. By making a booking, the customer agrees to these terms in full. They are designed to create clarity around the moving process, payment, cancellations, liability, and compliance matters, so that both parties understand their responsibilities before work begins. For the avoidance of doubt, these terms apply to all quotations, reservations, and completed removals services unless otherwise agreed in writing.
A booking is accepted only when Chelsea Removals confirms it in writing or by another recorded method. Any estimate or quote given before confirmation is not a binding acceptance of the job. Customers are responsible for ensuring that all details provided during the booking process are accurate, including the pickup and delivery addresses, access conditions, parking restrictions, volume of items, special handling requirements, and any known risks. If the information supplied is incomplete or incorrect, the removal service may need to be amended and the price adjusted accordingly.
Once a move has been arranged, the customer should review all booking details carefully. The agreed service may include standard removals, packing support, dismantling and reassembly where stated, or other agreed tasks. Any extra work not included in the original quotation may be charged separately. Chelsea Removals reserves the right to decline a booking if the premises, access, or requested service present risks that cannot reasonably be managed. This includes, without limitation, unsafe access, lack of suitable parking, or conditions that make the work impracticable or unsafe.
Booking process begins when the customer requests a quotation and provides sufficient information for an initial assessment. Quotes may be based on a fixed fee, hourly rate, or a combination of both, depending on the nature of the removal. The quotation may assume certain conditions, such as normal access, standard lifting requirements, and the availability of parking close to the property. If the actual circumstances differ from what was described at the time of booking, Chelsea Removals may revise the quotation or charge for additional time, labour, or equipment required to complete the service.
Customers must ensure they have authority to arrange the move and to instruct the company in relation to the property and items being moved. If the customer is acting on behalf of another person, business, landlord, tenant, or managing agent, they confirm that they are authorised to accept these terms. Chelsea Removals may request confirmation in writing if there is any doubt about authority or ownership. The company is not responsible for disputes between third parties regarding who should have booked, paid for, or received the service.
Payment terms
Unless stated otherwise in the quotation, payment is due in full on or before completion of the service. Chelsea Removals may require a deposit or advance payment to secure a booking, especially for larger moves, weekend work, or jobs requiring specialist vehicles or staffing. Any deposit paid is non-refundable unless the company cancels the booking or agrees otherwise in writing. Payment methods accepted may be specified at the time of booking, and the customer must ensure cleared funds are available when due. Failure to pay on time may result in suspension of the service, withholding of goods within lawful limits, or recovery action for unpaid sums.The price quoted may exclude additional charges, such as congestion in access, waiting time, long carry distances, parking costs, congestion or access permits, disposal fees, or extra labour for unforeseen heavy or awkward items. Where a job extends beyond the estimated time, the customer may be charged for the additional period at the applicable rate. If the customer requests a change to the scope of work on the moving day, Chelsea Removals may revise the price before proceeding. All charges are payable immediately unless a different credit arrangement has been agreed in writing in advance.
If payment is made by card, bank transfer, or any other electronic method, the customer is responsible for ensuring the transaction is authorised and completed successfully. Any bank charges or transfer fees incurred by the company due to failed payment, chargeback, or reversal may be added to the customer’s account where permitted by law. Chelsea Removals may charge interest or seek reasonable costs of recovery on overdue sums, subject to applicable legislation. No goods will be released if payment is outstanding, except where the company is legally required to do so.
Cancellations and rescheduling must be communicated as soon as possible. If a customer cancels after the booking has been accepted, Chelsea Removals may retain the deposit and charge for work already carried out or costs already incurred, such as vehicle allocation, staff scheduling, or materials purchased for the move. Cancellations made at short notice may also attract a fee reflecting the loss of business caused by the reserved time slot. The exact fee will depend on how much notice is given and the resources committed to the job.
Customers may request to reschedule a booking, but this remains subject to availability. A change of date or time is not guaranteed and may require a revised quotation. If the company is unable to perform the service due to severe weather, vehicle failure, staff illness, road closure, or other events beyond reasonable control, Chelsea Removals will use reasonable efforts to rearrange the service. If rescheduling is not possible, any advance payment for undelivered services will be refunded, less any amounts lawfully due for work already completed or unavoidable costs already incurred.
Where a customer is absent at the agreed time or fails to provide access, keys, instructions, parking, or any other necessary arrangements, the company may treat the booking as cancelled by the customer and apply the relevant charge. This includes situations where the property is not ready for loading, items are not packed as agreed, or access restrictions make the service impossible without prior notice. Delays caused by the customer may lead to waiting time charges and may affect completion times for the remainder of the day’s schedule.
Liability and care of goods
Chelsea Removals will take reasonable care when handling items, but the customer remains responsible for declaring any fragile, high-value, hazardous, or unusually heavy goods before the move begins. Unless specifically agreed in writing, the company does not accept responsibility for the internal condition of electrical appliances, items that are already damaged, or goods packed by the customer. The customer should ensure that all boxes are properly sealed, suitable, and labelled where necessary. The company is not liable for damage caused by inadequate packing, faulty wrapping, or pre-existing weakness in the items moved.Liability for loss or damage is limited to direct losses caused by the company’s proven negligence while the items are under its control, subject always to these terms and to any mandatory legal rights that cannot be excluded. The company is not responsible for indirect or consequential losses, such as loss of profits, loss of business, emotional distress, or loss of use, unless such liability cannot lawfully be excluded. Where liability is established, the company may choose to repair, replace, or compensate for the item, taking into account age, condition, and fair market value rather than new-for-old replacement unless otherwise agreed.
Customers should remove or secure items of sentimental, irreplaceable, or unusually valuable nature before the move, or declare them in advance so that additional arrangements can be considered. Certain goods may be excluded from transport at the company’s discretion, including live animals, perishable food, plants, cash, precious metals, firearms, illegal goods, and items that may present a risk to safety or legality. If such items are discovered during the move without prior disclosure, Chelsea Removals may refuse to move them or may remove them from the load without responsibility for any resulting inconvenience.
Waste regulations and disposal
Where the service includes collection, removal, or disposal of unwanted items, the customer must provide accurate information about the nature of the waste. Chelsea Removals will only handle waste in compliance with applicable UK waste regulations and will not knowingly transport, dump, or dispose of material unlawfully. The customer is responsible for ensuring that any items presented for disposal are lawful to handle and are not contaminated with prohibited substances, asbestos, clinical waste, chemicals, or other regulated materials unless the company has expressly agreed and is properly authorised to deal with them.Waste transfer or disposal services may require segregation, declarations, or documentary records, and the customer agrees to provide any information reasonably requested to allow lawful handling. If waste is misdescribed or if prohibited materials are discovered, the company may stop work, isolate the affected items, and charge for any additional precautions, specialist disposal, or return transport required. The customer remains liable for any fines, penalties, or expenses arising from inaccurate descriptions or unlawful presentation of waste, except where the issue arises solely from the company’s own breach of duty.
Chelsea Removals may refuse to collect or dispose of items that are unsafe, contaminated, or likely to breach environmental or transport rules. If waste is accepted, title to the waste may pass only in accordance with law and the company’s actual authority to dispose of it. The customer acknowledges that not all items removed from a property are automatically classed as waste, and some may be suitable for reuse, donation, or recycling. However, any decision on disposal method remains at the company’s discretion unless otherwise agreed in writing.
Customer obligations
The customer must ensure safe access to the property, sufficient parking, and any required permits or permissions. Stairs, lifts, narrow hallways, restricted access, and the presence of delicate flooring or surfaces should be disclosed in advance. The company may use protective equipment and reasonable handling methods, but it is not responsible for pre-existing marks, structural limitations, or hidden defects in the property. The customer should also secure pets, children, and vulnerable persons during loading and unloading to avoid risk or delay.Insurance may be maintained by Chelsea Removals as part of its business operations, but the existence of insurance does not expand the company’s legal liability beyond these terms. Any claim should be reported promptly and with reasonable evidence, including photographs where available. The customer must take reasonable steps to reduce any loss after an incident. Where an item is damaged, the company may request inspection of the item and any packaging or wrapping before a claim is determined. Failure to notify the company promptly may affect the ability to investigate the issue fairly.
Customers are encouraged to arrange additional insurance for goods of exceptional value or for circumstances where standard cover may be insufficient. The company may, at its discretion, offer enhanced protection or declared-value arrangements if agreed before the move. Such arrangements must be confirmed in writing and may involve additional fees. Unless expressly stated, any quotation does not include insurance coverage beyond the extent required by law and the company’s own internal policies.
General service conditions
The company will use reasonable skill and care in performing the service, but completion times are estimates only and may vary due to traffic, weather, access issues, or the complexity of the move. Any arrival or delivery window is approximate unless expressly guaranteed in writing. The customer agrees to cooperate with the crew and to provide timely instructions. If the customer’s conduct causes abuse, intimidation, or unsafe working conditions, the company may suspend or terminate the service without liability for delay or non-completion, and all sums due for work already performed shall remain payable.All items should be prepared for transport in a manner suitable for a professional moving service, unless packing has been separately arranged. Fragile contents should be protected, drawers emptied where needed, and loose parts secured. The customer must disclose any items requiring special handling, disassembly, or tools. Any quotations based on estimated volumes are subject to review if the actual load differs materially. The company may adjust staffing and vehicle size where necessary to complete the work safely and efficiently, and any resulting increase in cost may be charged to the customer.
Governing law and jurisdiction
These terms and conditions, and any dispute or claim arising out of or in connection with 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, subject to any rights the customer may have under mandatory consumer legislation. If any part of these terms is found unenforceable or unlawful, the remaining provisions will continue in force. No failure or delay by Chelsea Removals in enforcing a right will operate as a waiver of that right.The customer acknowledges that these terms form the entire agreement between the parties in relation to the service, except where amended in writing and signed or otherwise expressly accepted by Chelsea Removals. Any variation must be agreed before the relevant work is carried out. These terms may be updated from time to time, but any change will not affect a booking already accepted unless required by law or agreed by both parties. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these service conditions in full.