Kilburn Removals – UK Service Terms and Conditions
These Terms and Conditions set out the basis on which Kilburn Removals provides domestic and commercial moving services, storage support, packing assistance, and related transport services in the United Kingdom. By making a booking, accepting a quotation, or allowing us to begin work, the customer agrees to be bound by these terms. The purpose of this document is to explain the rights and responsibilities of both parties clearly, so that each moving service is carried out with proper planning, transparency, and reasonable care.
In these terms, references to “we”, “us”, and “our” mean Kilburn Removals, and references to “you” or “the customer” mean the person, business, landlord, tenant, or organisation booking the services. These conditions apply to all forms of removal services supplied by us, whether the job involves a single item, a full property relocation, packing materials, dismantling, or waste transfer as permitted by law. If any part of a quotation, order form, or written service specification conflicts with these terms, the written service specification will take priority only to the extent of that conflict.
Nothing in these terms is intended to limit any rights that cannot legally be excluded under UK law, including rights arising from consumer protection legislation where applicable. Likewise, nothing in these terms prevents us from refusing work that is unsafe, unlawful, materially different from what was originally agreed, or impossible to perform within reasonable operational limits. Where a term is found to be invalid or unenforceable, the remaining provisions shall continue in full force.
Booking Process
All Kilburn removals bookings are subject to availability and to the customer providing accurate information at the time of enquiry. We may request details including the collection and delivery addresses, access conditions, floor levels, lift availability, parking restrictions, item sizes, special handling needs, and any deadlines or time windows that may affect the move. A quotation is usually based on the information supplied by the customer and may be revised if the actual requirements differ materially on the day of service.
A booking is not confirmed until we have acknowledged acceptance, received any required deposit or advance payment, and the customer has confirmed the date, service type, and principal job details. For larger or more complex removals, we may require a site survey, inventory list, video assessment, or photographs before finalising the booking. The customer must ensure that all information provided is accurate and complete; if inaccurate or incomplete information causes delays, additional labour, extra vehicle use, or the need for different equipment, additional charges may apply.
We reserve the right to allocate the appropriate crew, vehicle, and equipment based on operational needs. While we will use reasonable efforts to meet agreed time slots, traffic, weather, loading restrictions, access difficulties, and prior service delays may affect arrival time. Where unavoidable disruption occurs, we will communicate a revised schedule as soon as reasonably possible. A delayed arrival does not, by itself, entitle the customer to refuse the service or treat the contract as cancelled unless we have expressly agreed otherwise in writing.
The customer is responsible for making sure the premises are ready for the service. This includes securing parking permissions where needed, arranging access, protecting vulnerable surfaces if required, and ensuring that items to be moved are clearly identified. We may, at our discretion, decline to move items that are dangerous, illegal, contaminated, improperly packed, excessively heavy for the available access route, or likely to cause damage to property or injury to persons.
Payments
All prices are quoted in pounds sterling unless stated otherwise. Quotations may be fixed-price, estimated, or hourly, depending on the nature of the job. A fixed-price quotation assumes that the information provided is accurate and that the scope of work does not change. An estimated quotation may increase if the actual work takes longer, requires additional staff, or involves unforeseen complications. Hourly charges begin when the crew arrives at the job location or at another agreed start point and continue until the service is completed, subject to reasonable breaks and travel arrangements specified in the quotation.
Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless otherwise agreed, payment is due on completion of the service and before unloading may be finished, released items handed over, or waste removed from the premises. We may request a deposit, partial prepayment, or full advance payment for certain jobs, including peak-date bookings, storage work, specialist handling, or work involving third parties. If payment is not received when due, we may withhold further work, retain goods only to the extent permitted by law, charge reasonable recovery costs, and suspend any related services. Any bank or transfer fees incurred by the customer must be borne by the customer.
Additional Charges
Additional charges may arise if the customer requests extra stops, additional labour, waiting time, shuttle transfers, packing materials, stair carries, parking fines caused by customer failure to arrange access, or changes to the original service plan. Charges may also apply where the route is obstructed, the load is larger than declared, items require disassembly or reassembly not previously included, or the move extends beyond the agreed completion window. Any such charges will be calculated reasonably and, where practicable, notified to the customer before the extra work is undertaken.
Where our staff reasonably believe that an item may require specialist handling, and the customer has not disclosed this in advance, we may pause the service until the customer confirms whether to proceed. If the customer chooses to proceed despite the warning, the customer accepts the associated risks and additional costs, provided we act with reasonable care and within the scope of what is lawful and practical.
If the customer fails to make payment, we may charge interest on overdue sums at the statutory rate where permitted, together with reasonable costs of enforcement. We may also recover any loss caused by a cancelled card payment, chargeback, or failed transfer. Any dispute over an invoice must be raised promptly and in good faith, with sufficient detail to allow review. Undisputed amounts remain payable on time.
Cancellations and Rescheduling
The customer may request cancellation or rescheduling, but this must be done as early as possible. Because the removal service may involve reserved crew time, vehicle scheduling, and third-party arrangements, cancellation fees may apply. The amount payable will depend on how much notice is given, whether preparatory work has already begun, and whether costs have been incurred that cannot reasonably be recovered. For example, short-notice cancellations may result in a charge reflecting labour set aside, administration, and any non-refundable expenses.
If the customer wishes to move the booking to another date, we will try to accommodate the request, but rescheduling is subject to availability. A revised date is not confirmed until we have acknowledged it in writing or by electronic message. If the customer repeatedly changes the booking, provides late notice, or fails to be present on the agreed date without good reason, we may treat the booking as cancelled and apply reasonable cancellation charges. We may also cancel or postpone the service if severe weather, road closures, mechanical failure, staff illness, or safety concerns make performance impractical or unlawful.
If we cancel a confirmed booking for reasons within our control, we will take reasonable steps to offer an alternative date or a refund of any amount paid for undelivered work, subject to any non-recoverable third-party costs that were expressly agreed in advance. We shall not be liable for delay or cancellation caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, strike action, civil unrest, accidents, or regulatory intervention. In such cases, we will aim to resume services as soon as reasonably practicable.
Liability
We will exercise reasonable care and skill in carrying out all UK removals services. However, the customer acknowledges that moving furniture, appliances, boxes, fixtures, and other property involves inherent risks, including minor scuffs, scratches, or wear that may occur despite careful handling. We are not liable for pre-existing damage, inadequate packing by the customer, hidden defects in items, or damage caused by following the customer’s instructions where those instructions are reasonable and lawful. It is the customer’s responsibility to ensure that fragile, valuable, or sentimental items are suitably declared and, where necessary, packed to a professional standard.
Our liability for loss or damage caused by our negligence will be limited to the reasonable repair or replacement value of the affected item, subject always to the limits set out in the quotation, any insurance arrangement, and applicable law. We are not responsible for indirect or consequential loss, including loss of profit, loss of business, emotional distress, missed appointments, or loss arising from delays not caused by our deliberate default. If the customer wants additional protection, they should ask about insurance options before the service begins. Any insurance arrangement is subject to its own terms and exclusions.
Claims for loss or damage must be notified to us as soon as reasonably practicable and, in any event, within a reasonable period after completion of the service. The customer should provide photographs, item descriptions, purchase evidence where available, and a clear explanation of the circumstances. We may inspect the item, packaging, access route, and surrounding area before determining whether a claim is valid. If the customer continues to use an item after the alleged damage without first notifying us, this may affect the claim assessment.
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where we are responsible for damage, our obligation is to act reasonably in resolving the issue, which may include repair, replacement, or financial compensation, depending on the circumstances and the extent of the loss.
Waste Regulations
Where our services include the removal, transport, or disposal of waste, the customer agrees to comply with all applicable waste laws and to provide accurate information about the materials involved. We will only handle waste in accordance with UK legal requirements and, where relevant, applicable environmental duties. The customer must not present us with hazardous, toxic, explosive, infectious, or prohibited substances unless we have expressly agreed in advance and confirmed that we are authorised and equipped to deal with them. Examples of prohibited items may include asbestos, certain chemicals, medical waste, gas cylinders, and other controlled materials.
Unless the customer has engaged us specifically for licensed waste collection or disposal, items removed from the property may be treated as transfer or carriage only, with final disposal remaining the customer’s responsibility. Where we do collect waste, the customer may be required to classify items accurately so they can be sorted, reused, recycled, or disposed of lawfully. We reserve the right to refuse any item that appears unsafe or non-compliant. If waste is misdescribed or concealed, and this causes additional charges, delays, or legal exposure, the customer shall be responsible for the resulting costs.
Customer Responsibilities
The customer must ensure that the service area is safe, accessible, and free from unnecessary obstacles. This includes protecting pets, securing children, removing hazards, and ensuring that shared corridors, entrances, and loading spaces can be used without unreasonable delay. The customer must also ensure that all drawers, doors, lids, and loose parts are secured before transit unless packing or preparation is expressly included in the service. If the customer asks us to move items that are assembled in a way likely to fail during movement, we may decline or proceed only at the customer’s risk.
Any documents, keys, cash, data storage devices, jewellery, passports, or items of exceptional value should be disclosed in advance. We do not accept responsibility for the contents of boxes packed by the customer unless loss or damage is directly caused by our proven negligence. The customer should retain backups of important data and remove confidential information from devices before they are moved. We are not responsible for software errors, data corruption, or access issues arising from the handling or relocation of electronic items, unless caused by our negligence and not excluded by law.
When we provide packing materials or packing support, the customer should inspect the materials and advise us promptly of any apparent defects. If the customer supplies their own packaging, they accept that the suitability of that packaging is their responsibility. We may refuse to transport inadequately packaged items where doing so would create a material risk of loss or injury. Our staff may take reasonable steps to protect floors, walls, and doorframes, but the customer accepts that some reasonable wear may occur in the course of an ordinary move.
General Provisions and Governing Law
We may subcontract part of the service, provided that the subcontracted work remains subject to comparable obligations of care and professionalism. We may also assign or transfer our rights under these terms where it is lawful to do so. The customer may not transfer the booking to another person without our consent, especially where the service scope, payment responsibility, or access arrangements would change.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. If we agree to relax any requirement on one occasion, that does not mean we are obliged to do so again. These terms, together with the quotation and booking confirmation, form the entire agreement between the parties in relation to the relevant moving and removal services. Any verbal statement not confirmed in writing should not be relied upon as changing the contract, unless required by law.
These Terms and Conditions are governed by the law of England and Wales, and any dispute arising from or in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If a customer is based in Scotland or Northern Ireland, nothing in this clause seeks to remove any rights they may have under applicable law, but the service contract itself will still be interpreted in accordance with the governing law stated here to the fullest extent permitted.