Terms and conditions

These terms apply to removals, packing, storage and associated transport carried out by Kent Removals Ltd and quoted anywhere in Kent.

1. Quotations

Quotations are issued in writing following a survey. Anything indicated before a survey is an estimate of feasibility rather than a quotation and binds neither party.

A written quotation is valid for thirty days from its date unless otherwise stated, and is based on the volume, access and scope recorded at survey. Where the work differs materially from that record the price may be adjusted, with notice before the work proceeds.

Quotations assume lawful parking within a reasonable carrying distance at both ends. Permits, bay suspensions and lift bookings are the customer's responsibility unless the quotation states that we are arranging them.

2. Booking and payment

A booking is created when the quotation is accepted in writing and any stated deposit is paid; dates are reserved from that point only.

Unless otherwise stated the balance falls due before work commences on the day. Storage charges are payable in advance for each storage period. Where a commercial account is agreed, invoices are payable within fourteen days of the invoice date, and interest may be applied to overdue sums at the statutory rate.

3. Cancellation, postponement and variation

Cancellations and postponements must be notified in writing. A deposit is refundable in full where notice is given more than fourteen days before the booked date; within that period it may be retained in whole or in part against committed crew and vehicle time. Cancellation on the day, or refusal of access on arrival, may be charged in full.

Where dates move within a chain we will endeavour to re-plan rather than charge, provided we are told promptly.

4. Goods not accepted

We will not carry or store: flammable, explosive or corrosive substances, including fuel, gas cylinders, paint, solvents and fireworks; perishable goods; plants or living creatures; firearms, ammunition or anything unlawful to possess.

Money, jewellery, deeds, passports and irreplaceable documents should remain with the customer. Where such items are included without prior written agreement, no liability is accepted for them.

We do not undertake waste clearance or disposal and hold no waste carrier licence.

5. Packing and preparation

Where packing is carried out by us, we are responsible for it. Where the customer packs, responsibility for the contents and their fitness for transit — and, for storage, for prolonged sealed storage — rests with the customer.

Appliances must be disconnected, drained and made safe before collection unless otherwise agreed in writing. Goods entering storage must be dry, and any item containing fuel, a battery or a residue must be declared in advance.

6. Access and refusal of work

The customer is responsible for disclosing access conditions at both premises, including floors, lifts, stairs, lane widths, weight and height restrictions, and any point beyond which a full-size vehicle cannot proceed or turn.

Our crews may decline any operation they reasonably consider unsafe or likely to cause damage to persons, property or goods. Where an operation is declined this will be explained at the time, and an alternative offered where one exists.

7. Liability and cover

Goods-in-transit and public liability cover are maintained; the limits, including any per-item limit, are stated on the quotation. Items exceeding the per-item limit must be declared at survey so that appropriate cover can be arranged in advance; undeclared items are covered to the standard limit only.

We are not liable for loss or damage arising from customer packing where the packing was the cause; inherent defect or ordinary wear; undisclosed conditions rendering an operation unsafe or impossible to perform properly; or events beyond our reasonable control.

Nothing in these terms restricts liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be restricted. The customer's statutory rights as a consumer are unaffected.

8. Storage

Goods placed into storage are inventoried at collection and held under a separate storage agreement setting out the storage period, charges and notice provisions. Access is by appointment on reasonable notice.

Goods are released only to the customer or to a person authorised in writing, on proof of identity, and only where the account is clear.

Where storage charges remain unpaid we hold a lien over the goods. Following written notice to the customer's last known address allowing not less than thirty days for settlement, the goods may be sold to discharge the debt, any surplus after costs being remitted to the customer.

9. International removals

On removals out of the United Kingdom the customer is responsible for the accuracy of the inventory and of residency, address and tax documentation supplied for customs purposes. We prepare and lodge the export documentation on the basis of the information provided.

Duties, taxes, inspection charges and authority-imposed storage at either end are payable by the customer. Delays arising from customs, inspection, port operations, weather or border conditions lie outside our control.

10. Claims

Loss or damage should be noted on the delivery or redelivery paperwork at the time, while the crew is present, and confirmed in writing within seven days. Packaging and the item should be retained until the claim has been assessed. Claims notified outside that period are more difficult to substantiate and may be declined.

11. Sub-contracting

Work is performed by our own crews and vehicles, including at the destination on long-distance removals. Where a specialist is genuinely required — a piano, a safe, hoisting equipment, or an overseas delivery leg — this is disclosed at quotation stage.

12. Complaints

Complaints should be sent first to hello@kentremovalsltd.com so that we have the opportunity to resolve the matter.

13. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. See also our privacy policy.