Chelsea Movers Service Terms and Conditions

These terms and conditions set out the basis on which Chelsea Movers provides removal, relocation, packing, loading, unloading, and related moving services to customers in the United Kingdom. By making a booking, confirming a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any moving service, as they explain the responsibilities of both the customer and the company, together with the limits that apply to our services. Nothing in these terms affects your statutory rights as a consumer under UK law.

In these terms, references to “we”, “us”, and “our” mean Chelsea Movers, and references to “you” or “customer” mean the person, business, or organisation purchasing or receiving the service. These terms apply to domestic and commercial removals, partial moves, furniture handling, and associated services unless we agree otherwise in writing. Any special arrangements must be confirmed in writing to be valid. Where a specific service is subject to additional conditions, those conditions will apply alongside these terms.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. Our failure to enforce any right under these terms does not mean that right is waived. Headings are included for convenience only and do not affect interpretation. We may update these terms from time to time, and the version in force at the time of your booking will apply to that booking unless we notify you otherwise in writing.

Booking process begins when you ask for a quotation or submit a booking request. We may provide an estimate based on the information you supply, including the volume of items, access conditions, timing, property type, and any special handling requirements. It is your responsibility to give accurate and complete information. If the details change after the quote is issued, we may revise the price, the schedule, or the scope of the service to reflect the updated circumstances. A booking is only confirmed when we accept it and, where required, receive the agreed deposit or advance payment.

We may request photographs, inventories, or a pre-move assessment to help prepare an accurate quotation. Any quote is based on the facts provided at the time and remains valid for the period stated in the quote or, if no period is stated, for a reasonable time. Unless we expressly agree a fixed price in writing, quotes are estimates and may be adjusted where the actual service differs from the original assumptions. This includes changes in access, parking, lifting restrictions, delays, waiting time, or additional labour required on the day.

You must ensure that the moving date, collection address, delivery address, access arrangements, and any special instructions are correct. You should also make sure that someone authorised to approve the work is present at the start of the service or available by phone if agreed. If you are booking on behalf of another person, you confirm that you have authority to do so and that the person receiving the service will comply with these terms. We may decline or cancel a booking if we reasonably believe that the work cannot be completed safely, lawfully, or within the requested time frame.

Payments must be made in the manner and by the due date stated in your booking confirmation or invoice. Unless otherwise agreed, charges may include labour, transport, packing materials, fuel-related surcharges where applicable, waiting time, parking costs, congestion or access charges, and any additional services you request. All prices are stated in pounds sterling and are subject to applicable taxes. If a deposit is required, the booking may not be secured until that deposit has been received and cleared. Deposits are usually non-refundable except where required by law or where we cancel the service without a valid reason.

Payment in full may be required on completion of the service, before unloading, or in advance for certain projects. Where we agree to issue an invoice, payment must be made within the stated credit period. Late or missed payments may result in interest and reasonable recovery costs in line with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or otherwise in accordance with general UK contract law. We may withhold or suspend services if payment is overdue, if card authorisation fails, or if there is a dispute over undisputed charges that have not been resolved in good faith.

You must ensure that all payment details supplied are valid and that you have authority to use the chosen payment method. If a chargeback or reversed payment is raised without valid reason, you remain liable for the outstanding amount and any associated administrative costs permitted by law. Where a pricing error occurs due to an obvious mistake, we reserve the right to correct it and notify you promptly. Any discounts, promotional rates, or special pricing are offered at our discretion and may be withdrawn if the conditions attached to them are not met.

Cancellations and rescheduling are subject to the following rules. If you need to cancel or move your booking, you should inform us as soon as possible. Unless a different cancellation policy is stated in writing, cancellations made with reasonable notice may be eligible for a partial refund of sums paid, less any non-recoverable costs already incurred. If you cancel at short notice, we may retain all or part of the deposit to cover reserved time, staff allocation, and administration. The closer the cancellation is to the scheduled date, the more likely it is that costs will be non-refundable.

If you wish to reschedule, we will try to accommodate a new date subject to availability. A rescheduled booking may require a revised quote if the move date, scope, or service conditions change. If we arrive at the agreed time and are unable to proceed because of your actions or inactions, including lack of access, incorrect address details, absence of an authorised person, unsafe conditions, or insufficient preparation, the booking may be treated as a cancellation by you and charged accordingly. We are not responsible for losses caused by your failure to provide accurate information or to prepare the premises as agreed.

We may cancel or postpone a booking where unavoidable events, unsafe conditions, vehicle breakdown, severe weather, staff illness, legal restrictions, or circumstances beyond our reasonable control prevent us from providing the service as planned. In such cases, we will seek to offer an alternative date or refund any sums paid for services not performed, subject to any lawful deductions for work already completed. We will not be liable for indirect losses arising from a lawful cancellation or postponement, provided we act reasonably and give notice where practicable.

Liability is limited in accordance with these terms and applicable law. We will take reasonable care in handling your goods, property, and premises, but you are responsible for ensuring that items are suitably packed unless packing has been included in the service. Fragile, high-value, or sentimental items should be declared in advance. Unless otherwise agreed in writing, we do not accept responsibility for items left inside furniture, appliances, or containers that were not opened and inspected by us before movement. You remain responsible for identifying and removing items that require special handling or that are prohibited from transport.

We are not liable for loss or damage caused by: inherent defects, normal wear and tear, insufficient packing, undisclosed fragility, infestation, electrical or mechanical failure, poor access conditions, actions of third parties, or your failure to follow our instructions. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded under UK law. Where we are found liable for damage to goods or property, our liability will be limited to the reasonable repair or replacement cost of the affected item, taking into account its age, condition, and depreciation, unless a higher value has been agreed in writing before the move.

Any claim for loss or damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the service is completed. You should retain damaged items and packaging for inspection if requested. We may require photographs, proof of ownership, receipts, valuation evidence, or other relevant records before considering a claim. Failure to give prompt notice or to preserve evidence may affect our ability to investigate and may reduce or remove any compensation that might otherwise be due.

Waste regulations are an important part of our service, especially where packing materials, unwanted household goods, furniture, or other items are removed as part of a clearance or disposal arrangement. We will only collect, transport, and dispose of waste in compliance with applicable UK waste law, including any licensing, carrier, and transfer requirements. You must not ask us to remove hazardous, illegal, contaminated, or restricted waste unless we have expressly agreed in advance that we are authorised and equipped to handle it. Such items may include asbestos, chemicals, paints, batteries, oils, clinical waste, gas cylinders, and other regulated materials.

Where disposal or recycling is included, you are responsible for declaring what is to be removed and for confirming that you have the right to dispose of those items. We may refuse to handle waste that is not properly identified, is unsafe, or would breach legal requirements. If we reasonably believe an item requires special processing, we may charge an additional fee, require alternative arrangements, or decline collection. Any waste transfer documentation, disposal record, or related evidence required by law will be completed in accordance with applicable regulations, and you agree to provide the information reasonably needed to do so.

If you leave items for removal that are later identified as prohibited or misdescribed, you remain responsible for any resulting costs, fines, claims, or losses arising from inaccurate information supplied by you. We reserve the right to suspend work or remove only the lawful portion of a job if continuing would create a risk of non-compliance. Our waste handling obligations do not transfer ownership of any item to us unless expressly agreed in writing and lawfully permitted. You should not assume that any item will be reused, donated, or recycled unless we confirm this in advance.

General service conditions apply throughout the move. You are responsible for ensuring that the premises are safe, that access routes are clear, and that floors, lifts, stairways, and parking arrangements can support the work. We may pause work where conditions become unsafe or where we need further instructions. If additional labour, waiting time, or specialist equipment becomes necessary because of conditions not disclosed at booking, we may charge for the extra time and resources reasonably required. Where the scope of work changes on the day, we may amend the price before continuing.

You must make sure that pets, children, and vulnerable occupants are kept safe and clear of operational areas. Unless agreed otherwise, we do not dismantle or reassemble items that require specialist tools, and we may refuse to move items that appear unsafe, unstable, or unsuitable for transport. You remain responsible for securing confidential documents, money, jewellery, medicines, and other valuables before the service begins. Any keys, access codes, or building permissions supplied to us must be accurate and lawful to use for the purpose of the move.

These terms are governed by the laws of England and Wales, and any dispute arising from or connected with them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are a business customer, the same governing law and jurisdiction will apply unless we agree a different forum in writing. By using Chelsea Movers, you confirm that you have read, understood, and accepted these terms as the basis of our moving service relationship.