Terms and conditions

1. Scope

These terms govern household and commercial removals, packing, dismantling, storage and associated work carried out by Kent Removals in Kent, elsewhere in the UK and on road runs into Europe. They become part of our agreement once a written quotation is accepted.

2. Access, and the information you give us about it

Describing the approach at both ends is your responsibility: the width of the last road, the gateway, any weight or height restriction on the route, the surface and its condition, overhead obstructions, parking restrictions, and internal access including stairs and their turns.

Where the approach differs materially from what was described and a vehicle cannot reach the property as planned, additional work required as a result — including a shuttle, additional crew or a further visit — is chargeable. Where we identified the problem in advance and told you, no charge arises for work not attempted.

3. Surveys

Quotations follow a survey at the property, or a remote survey by photographs and measurements where the access is plainly straightforward. A quotation given without either is provisional and is stated as such.

Where we survey at the property, our assessment of the road and the ground is made on the day of the survey. Ground conditions change with the weather and we may revise the plan before the move where they have.

4. Shuttles and smaller vehicles

Where the surveyed approach will not take a full-size vehicle, we will propose a shuttle: the main vehicle standing on the nearest suitable road and a smaller one running the final stretch. This is set out and costed on the quotation before booking.

We will not attempt a shuttle where the smaller vehicle still cannot reach, where the ground will not safely carry any vehicle, or where the resulting carry would be unsafe for the crew. In those cases we will say so and agree an alternative with you.

5. Private roads, tracks and ground

Where we drive on an unmade track, a yard, a verge or a field at your request or with your agreement, we take reasonable care but cannot accept responsibility for rutting, surface damage or damage to underground services we were not told about.

Where in our judgement the ground will not carry a loaded vehicle we will decline to drive on it and will stand on the nearest made road instead.

6. Parking and standing points

Vehicles are parked only where it is lawful to do so, and we will not obstruct a shared drive, a right of way, a farm entrance in use or a single-track lane for longer than the work requires.

Where a bay suspension or a permit is required we will apply for it in advance. We cannot guarantee that it is granted or that a suspended bay is clear on the day, and where the nearest lawful standing point is at a distance the resulting carry forms part of the job.

7. Booking and payment

A booking becomes firm once the written quotation is accepted and any deposit stated on it is paid. A deposit is returned in full on cancellation more than seven days ahead of the booked date; inside that window some or all may be retained against costs already committed.

The balance falls due as the written quotation states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing.

8. Packing and dismantling

Where we pack, materials and labour are as stated on the quotation. Where you pack, cartons are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

Items dismantled by us are reassembled at the destination by the same crew, with fixings bagged and kept with the item. Flat-pack furniture which has previously been assembled may not survive further dismantling in a usable condition; where we consider that likely we will tell you before starting.

9. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication should stay with you.

On farm and smallholding moves there is frequently more stored fuel and more old agricultural chemical than anybody remembers. We will identify what cannot travel at the survey rather than at the vehicle.

10. Cover

Goods in transit and in store are covered to the level your written quotation and storage agreement state, subject to the exclusions written there. Declare items of unusual value before the move so that appropriate cover can be arranged.

11. Storage

Goods we hold are loaded, listed and recorded at the collection address and a copy of the list is provided to you. Charging runs from the collection day in the periods the storage agreement sets out, and access requires reasonable notice.

Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting to you for any surplus.

12. Waste

We do not hold a waste carrier licence and do not undertake waste disposal. We will move goods to a buyer, a charity or another address; anything requiring licensed disposal must be arranged separately.

13. Matters outside our control

Planning gives us no authority over traffic, weather, flooding, road closures, a bridge or lane being restricted, a chain not completing, port or crossing disruption, or customs processing. Where any of that bears on your job we tell you at once and work out the best remaining option with you.

14. Runs outside the UK

Customs clearance on a European run is handled by us or our appointed agent against the inventory taken before departure. You are responsible for obtaining the documents marked as yours on the relevant country page and for the accuracy of what you tell us for the declaration. Duties, taxes and charges imposed at the destination are payable by you unless the written quotation states otherwise.

We do not carry out sea or air freight.

15. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

16. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

17. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.