Chelsea Removals Terms and Conditions of Service

These Terms and Conditions set out the basis on which Chelsea Removals provides removal, packing, storage, and associated services to you for residential and commercial moves. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below.

Customer means the individual, company, or organisation requesting and paying for the services.

Company means Chelsea Removals, the provider of the services.

Services means any removal, packing, unpacking, loading, unloading, storage, waste carriage, or related services provided by the Company.

Goods means the items, furniture, personal belongings, equipment, or any other property that the Company is requested to handle, move, pack, or store.

Contract means the agreement between the Customer and the Company comprising these Terms and Conditions and any written quotation or booking confirmation issued by the Company.

2. Scope of Services

Chelsea Removals provides domestic and commercial moving services, including packing and unpacking, loading and unloading, and where agreed storage and associated services. The precise scope of services for each job will be set out in a written quotation or booking confirmation.

Unless expressly agreed in writing, the Company does not undertake specialist removal of items requiring special licenses, such as certain hazardous materials or controlled waste, and does not provide professional disconnection or reconnection of mains services such as gas, water, or electricity.

3. Booking Process

3.1 Initial enquiry

When you contact the Company to request a removal service, you may be asked to provide details of the property, access conditions, inventory of Goods, preferred dates, and any special requirements. The Company may arrange a visit or virtual survey to assess the job.

3.2 Quotations

Following your enquiry, the Company will usually provide a written quotation setting out the services to be provided, the estimated charge, and any special conditions. Unless stated otherwise, quotations are based on the information provided by the Customer and any survey carried out by the Company.

Quotations are typically valid for a specified period from the date of issue. If no validity period is specified, the quotation will be valid for 30 days. The Company reserves the right to amend or withdraw a quotation if the information supplied by the Customer is incomplete, inaccurate, or has changed materially.

3.3 Acceptance and booking confirmation

A booking is only confirmed when the Customer has accepted the quotation in writing or via the approved booking process and paid any required deposit or advance payment, and when the Company has issued a booking confirmation. Provisional dates do not constitute a confirmed booking.

The Customer is responsible for checking that all details in the quotation and booking confirmation are accurate and complete. Any errors should be notified to the Company immediately.

4. Customer Responsibilities

The Customer agrees to:

Ensure that the Company has adequate access to the property and any relevant premises on the agreed dates and times, including arranging for parking permissions or permits where required.

Provide accurate and complete information regarding the volume and type of Goods, property access, and any special handling requirements.

Ensure that all Goods are properly packed, unless the Company has specifically agreed to provide packing services.

Remove or secure any valuables, important documents, cash, jewellery, and fragile or high-value items unless otherwise agreed in writing.

Arrange for the safe disconnection and reconnection of any appliances or equipment requiring specialist services, such as gas or hardwired electrical connections.

Be present or represented at the collection and delivery addresses during the removal, unless otherwise agreed in advance.

5. Payments and Charges

5.1 Pricing

Prices are generally calculated based on factors such as the volume of Goods, distance between properties, access conditions, labour required, and any additional services requested such as packing, dismantling, or storage. All charges will be set out in the quotation or booking confirmation.

5.2 Deposits and advance payments

The Company may require a deposit or full payment in advance to secure the booking. The amount and payment deadlines will be specified in the quotation or booking confirmation. If the required payment is not received by the due date, the Company reserves the right to cancel or reschedule the booking.

5.3 Final balance and additional charges

Unless otherwise agreed, any outstanding balance is payable on or before the day of the move or on completion of the services. The Company may charge additional fees where:

The volume of Goods exceeds that stated in the quotation.

There are unforeseen access issues that significantly increase the time or labour required.

The Customer requests additional services not included in the original quotation.

Waiting times occur due to delays outside the Companys control, such as late key handover or completion of property transactions.

Additional journeys, storage, or overnight holds are required.

5.4 Payment methods

Accepted payment methods will be notified to the Customer at the time of booking. The Company reserves the right to refuse personal cheques or other particular payment methods at its discretion.

5.5 Non-payment

If the Customer fails to pay any sum due under the Contract, the Company may:

Withhold or suspend services until payment is received.

Retain possession of some or all Goods under a lien until all outstanding amounts are paid in full.

Charge interest on overdue amounts at the statutory rate in accordance with applicable UK law.

6. Cancellations and Amendments

6.1 Cancellation by the Customer

If the Customer wishes to cancel the services, notice must be given to the Company as soon as possible. The following cancellation charges may apply unless otherwise stated in the quotation or booking confirmation.

More than 7 days before the scheduled service date: deposit may be refundable, subject to any reasonable administration fees.

Between 3 and 7 days before the scheduled service date: up to 50 percent of the total quoted price may be charged.

Less than 3 days before the scheduled service date or on the day of the move: up to 100 percent of the total quoted price may be charged.

Cancellations must be communicated using the contact methods specified by the Company.

6.2 Postponement and variations

If the Customer requests a change of date, time, or scope of services, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Additional charges may apply where the change results in extra costs or lost work.

6.3 Cancellation by the Company

The Company may cancel or suspend the services if:

The Customer fails to meet payment obligations.

The Customer materially breaches these Terms and Conditions.

There are safety concerns for staff, vehicles, or property.

Severe weather, road closures, or other events beyond the Companys control make it impractical or unsafe to proceed.

Where reasonably practicable, the Company will notify the Customer as soon as possible and will offer to reschedule or refund any prepaid amounts for services not provided, excluding any reasonable costs already incurred.

7. Excluded Goods and Restrictions

The Company will not transport or store the following types of Goods unless expressly agreed in writing and subject to any additional conditions or charges.

Explosives, weapons, ammunition, or firearms.

Flammable, toxic, corrosive, or otherwise hazardous materials.

Illegal items and contraband.

Cash, bullion, jewellery, watches, precious metals, or stones of high value.

Perishable food items or living plants and animals, unless specifically agreed.

Items requiring regulated temperature-controlled transport or special licenses.

If such items are included without the Companys knowledge or consent, the Company may arrange for their removal, disposal, or safekeeping at the Customers cost and will have no liability for any loss or damage to such Goods.

8. Liability for Loss or Damage

8.1 Duty of care

The Company will exercise reasonable care and skill in providing the services and handling the Goods. However, the Companys liability is subject to the limitations set out in this section.

8.2 Limitations of liability

The Company will not be liable for:

Loss or damage arising from the Customers failure to adequately pack Goods where packing is the Customers responsibility.

Loss or damage to Goods that are inherently fragile or sensitive, such as glass, china, artwork, or electronics, unless the Company has agreed to provide professional packing for those items.

Loss or damage caused by wear and tear, deterioration, or pre-existing defects.

Loss or damage arising from circumstances beyond the Companys reasonable control, including but not limited to extreme weather, traffic accidents not caused by the Companys negligence, industrial action, or acts of third parties.

Loss of profits, loss of opportunity, or any indirect or consequential losses.

8.3 Liability cap

Unless otherwise agreed in writing or covered under a separate insurance arrangement, the Companys total liability for loss of or damage to Goods, whether arising in contract, tort, or otherwise, shall not exceed a reasonable limit per job, taking into account the nature and value of the Goods being transported. Details of applicable limits will be made available upon request.

8.4 Notification of loss or damage

The Customer must inspect the Goods as soon as reasonably possible upon completion of the services. Any visible damage, loss, or concerns must be reported to the Company promptly, and in any event within a reasonable time frame. Failure to notify the Company within a reasonable period may affect the ability to investigate and may limit or exclude liability.

8.5 Customer insurance

The Customer is encouraged to arrange appropriate insurance cover for their Goods, whether through the Company where available or through an independent provider, especially for high-value items or extensive moves.

9. Waste and Environmental Regulations

Where the Company agrees to remove and dispose of unwanted items, it will do so in accordance with applicable UK waste and environmental regulations. The Customer confirms that any waste or unwanted items are lawfully theirs to dispose of.

The Company does not handle regulated hazardous waste, clinical waste, or specialist controlled waste unless specifically agreed in advance and in compliance with relevant licensing and regulatory requirements.

The Customer must not present items as general household waste if they are classified as hazardous, restricted, or require special treatment. If such items are discovered, the Company may refuse to remove them or may arrange specialist disposal at the Customers cost.

10. Access, Parking, and Property Damage

The Customer is responsible for ensuring that appropriate parking arrangements are in place for the Companys vehicles at both collection and delivery addresses. Any parking fines or penalties resulting from inadequate arrangements or inaccuracies in the information provided by the Customer may be charged to the Customer.

The Company will take reasonable care to avoid damage to the property, including floors, walls, and doorways, when moving Goods. However, the Customer should take reasonable steps to protect vulnerable surfaces and fixtures.

The Company will not be liable for minor cosmetic damage to décor, fixtures, or fittings that may occur as a result of moving large or heavy items through tight spaces, provided reasonable care has been taken.

11. Delays and Force Majeure

The Company will make reasonable efforts to adhere to agreed timescales, but timings are estimates and not guaranteed unless expressly stated as such in writing.

The Company will not be liable for delays or failure to perform its obligations where such delays or failures are caused by events beyond its reasonable control, including but not limited to extreme weather, road closures, vehicle accidents not caused by the Companys negligence, breakdowns despite proper maintenance, public transport disruption affecting staff, strikes, civil unrest, or acts of government.

12. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved.

The Company will aim to respond to complaints promptly and to propose a fair resolution where the Company is at fault. Both parties agree to act in good faith and to attempt to resolve disputes amicably before considering legal proceedings.

13. Data Protection and Privacy

The Company will collect and process personal data, such as contact details and service-related information, only as necessary to manage bookings, deliver services, and meet legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.

The Company will not sell personal data to third parties and will only share it where necessary, such as with staff, subcontractors, or insurers involved in providing the services, or as required by law.

14. Subcontracting

The Company may, at its discretion, engage subcontractors or agents to perform all or part of the services, provided that the Company remains responsible for the proper performance of the Contract in accordance with these Terms and Conditions.

15. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will not affect existing Contracts that have already been confirmed, unless required by law or with the Customers agreement.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but such deletion shall not affect the validity and enforceability of the remaining provisions.

18. Entire Agreement

These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between the Customer and the Company with respect to the services, and supersede any prior understandings, agreements, or representations, whether oral or written.