Chelsea Removals Terms and Conditions
These Terms and Conditions govern the provision of domestic and commercial removal services offered by Chelsea Removals, including packing, loading, transport, unloading, and any agreed ancillary services. By placing a booking, confirming a quotation, or allowing our team to commence work, the customer agrees to these terms in full. These conditions are intended to set out the responsibilities of both parties clearly, so that every Chelsea Removals service is delivered on a fair, transparent, and practical basis.
For the purposes of these terms, “customer” means the person, company, or authorised representative requesting the service, and “we”, “us”, or “our” means Chelsea Removals. A booking may relate to a full property move, partial relocation, single-item transport, packing only, storage-related handling, or another agreed removals service. Any special instruction, access issue, or handling requirement must be disclosed before the move date. If information provided by the customer is incomplete or inaccurate, we may revise the quotation, adjust the timetable, or decline the booking where appropriate.
These terms should be read together with the written quotation, booking confirmation, and any job-specific notes agreed in advance. In the event of inconsistency, the written quotation or confirmed service specification will prevail over general descriptions, unless a mandatory legal requirement states otherwise. Nothing in these terms limits rights that cannot legally be excluded.
Booking process begins when the customer submits an enquiry and provides sufficient details for us to assess the work. This normally includes the collection and delivery addresses, property type, access conditions, number and nature of items, required dates, and whether packing materials, dismantling, or specialist handling are needed. A quotation may be based on the information supplied and, where relevant, an estimated volume, labour requirement, vehicle size, and travel time. Quotations are valid only for the period stated on the quotation or, if no period is stated, for a reasonable time subject to availability.
A booking is not confirmed until the customer accepts the quotation, agrees to these terms, and any required deposit or prepayment is received. We may request additional information at any time before the move. If the move date, item list, or access circumstances change, the customer must notify us promptly. Chelsea Removals reserves the right to re-quote if the scope of work changes materially, including where there are stairs, parking restrictions, delays in access, heavy items, or a greater quantity of goods than originally stated. We may also subcontract part of the service where operationally necessary, provided the service standard remains reasonable.
All timings are estimates unless expressly confirmed as fixed. Collection and delivery windows may vary due to traffic, operational conditions, or matters beyond our control. The customer must ensure that access is available at the agreed time and that any necessary permissions, parking arrangements, permits, or building requirements have been arranged in advance. If access is not available, waiting time, aborted attendance, or additional labour may be charged.
Payments for Chelsea Removals services must be made in accordance with the terms shown on the quotation or invoice. Unless otherwise agreed in writing, a deposit may be required to secure the booking, with the balance payable before the completion of the move or on the day of service. For business customers, payment may be due according to the invoice terms specified at the time of booking. We may refuse to commence or continue work if payment terms are not met.
Accepted payment methods may include bank transfer, debit card, credit card, or other methods stated at the time of booking. Any bank charges, card processing fees, or international transfer costs are the customer’s responsibility unless we agree otherwise in writing. If payment is overdue, we may charge statutory interest and reasonable debt recovery costs to the extent permitted by law. Any discounts, promotional pricing, or fixed-rate offers apply only to the exact service quoted and may be withdrawn if the scope of work changes.
If the customer requests additional services on the moving day, such as extra labour, waiting time, packing materials, furniture disassembly, or a return journey, these may be invoiced separately at the applicable rate. In the event of part-payment or disputed sums, we may retain goods within our lawful possession until payment is settled, subject to any rights the customer may have under applicable law.
Cancellations and amendments must be communicated as soon as possible. If the customer cancels a confirmed booking, any deposit may be retained to cover administrative and scheduling costs, unless a refund is required by law or otherwise agreed. If cancellation occurs close to the service date, or after our team has been allocated and prepared, additional charges may apply to reflect loss of time, vehicle allocation, or preparatory work. The exact amount retained or charged will be reasonable in light of the circumstances and the work already undertaken.
If the customer wishes to amend the booking, we will try to accommodate changes, but amendments are subject to availability and may affect price, route, staffing, or timing. If an amendment materially changes the service, we may issue a revised quotation and request further payment before the move proceeds. We may cancel or postpone a booking where there are safety concerns, insufficient information, illegal or unsafe access conditions, non-payment, severe weather, vehicle restrictions, or events beyond our reasonable control. In such cases, we will aim to rearrange the service where practicable, but we are not liable for indirect losses arising from the cancellation or delay.
If the customer is not present at the agreed time, cannot provide access, or fails to prepare the property or items as reasonably required, we may treat the booking as cancelled or partially completed and charge accordingly. Any goods left behind, abandoned, or not collected within a reasonable period may be dealt with in line with our storage, disposal, or reporting obligations and any applicable statutory requirements.
Liability is limited to the extent permitted by law. Chelsea Removals will take reasonable care of goods in our custody, but the customer remains responsible for ensuring that items are properly packed and suitable for transport unless we have expressly agreed to pack them. Fragile, high-value, sentimental, antique, or specialist items should be declared in advance and, where appropriate, separately insured. We do not accept responsibility for defects, existing damage, wear and tear, or loss caused by inadequate packing by the customer.
We are not liable for damage caused by circumstances outside our control, including but not limited to structural defects, narrow access, poor loading conditions, adverse weather, third-party actions, or instructions given by the customer that are unsafe or contrary to our advice. The customer must remove or secure hazardous items before the move and must not include unlawful, dangerous, flammable, explosive, or perishable goods unless we have agreed in writing and have the means to handle them safely. If prohibited items are concealed within the load, the customer will be responsible for all resulting loss, damage, penalties, or claims.
Our liability for loss or damage to goods, where liability is established, may be capped at the lower of the declared value, the market value of the item, or any limit stated in the quotation, subject always to any mandatory consumer or statutory protections. We will not be responsible for indirect or consequential losses, including lost profits, business interruption, missed appointments, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Waste regulations apply to any removal, clearance, or disposal-related activity carried out by Chelsea Removals. The customer is responsible for identifying any waste, unwanted items, electrical goods, furniture, packaging, or miscellaneous materials that are to be removed as waste rather than transported to a new address. We will only remove waste where this forms part of the agreed service and where the waste can lawfully be handled, transported, and disposed of in accordance with applicable UK legislation and local authority requirements.
Where waste is collected, it may be transferred to licensed facilities, reuse networks, recycling centres, or other authorised destinations as appropriate. The customer must not ask us to dispose of hazardous waste, controlled substances, asbestos, clinical waste, oils, chemicals, batteries, paint, gas bottles, or other regulated materials unless we have expressly confirmed in writing that we are authorised and equipped to do so. Any false description of waste type, hidden contamination, or failure to disclose restricted materials may result in additional costs, refusal of collection, or reporting to the relevant authorities where required.
The customer warrants that they have the right to authorise removal of the waste or items presented for disposal. Where required, we may ask the customer to identify which items are to be retained, donated, recycled, or disposed of. Any items left for disposal are deemed abandoned by the customer once lawfully collected for waste handling, subject to any statutory rights and any separate written agreement. We will take reasonable steps to minimise environmental impact and to manage waste responsibly, but we cannot guarantee that all materials will be recycled.
Customer responsibilities include ensuring that the premises are ready for the service, that goods are accessible, and that any instructions are accurate and complete. The customer must arrange for children, pets, and vulnerable occupants to be supervised appropriately during loading and unloading. Where disassembly or reconnection of appliances is required, the customer must confirm that such tasks are permitted and that utilities have been safely isolated before the move. We may refuse to handle anything that appears unsafe, unstable, or improperly prepared.
The customer must obtain all permissions necessary for the service, including building management approval, parking permissions, lift bookings, or access codes. If our team is delayed or prevented from working due to missing permissions or inaccurate information, any resulting costs may be charged to the customer. The customer is also responsible for removing cash, jewellery, documents, data storage devices, medication, and other personal valuables before the service begins, unless we have expressly agreed to handle such items.
General terms apply to all services. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in force. A failure by Chelsea Removals to enforce a right on one occasion does not waive that right for future occasions. We may update these terms from time to time, and the version in force at the date of booking will generally apply unless a change in law requires otherwise. These terms, together with the quotation and booking confirmation, constitute the entire agreement between the parties concerning the relevant service.
Governing law and jurisdiction are governed by the law of England and Wales. Any dispute, claim, or matter arising out of or in connection with these Terms and Conditions, the quotation, or the provision of a Chelsea removals service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise or a different forum is required by mandatory legal provisions. Where the customer is based outside England and Wales, these terms will still be interpreted in accordance with the same governing law unless prohibited by applicable mandatory rules.
By booking a service with Chelsea Removals, the customer confirms that they have read, understood, and accepted these Terms and Conditions. If the customer does not agree with any part of the terms, they should not proceed with the booking. These conditions are intended to support a reliable and lawful removal service, with clear expectations around booking, payment, cancellation, liability, waste handling, and dispute resolution.