Terms and Conditions

Chelsea Movers Service Terms and Conditions

These Terms and Conditions set out the basis on which Chelsea Movers provides residential and commercial removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Agreement means the contract between you and Chelsea Movers incorporating these Terms and Conditions and the specific details of your booking.

We, us, our means Chelsea Movers, the removal service provider.

You, your means the customer named in the booking confirmation, including any person acting on their behalf.

Services means any removal, packing, unpacking, storage, handling, transport, or related services we agree to provide.

Items means the goods, belongings, furniture, equipment, or other property which we are asked to handle, move, pack, store, or transport.

2. Scope of Services

We provide removal and associated services to private and business customers, including but not limited to household moves, office moves, packing services, and short-term storage. The specific Services to be supplied, and the collection and delivery addresses, will be set out in your quotation and booking confirmation.

Any additional services requested by you after the booking is confirmed may incur extra charges and will be provided only where we agree in writing or by clear verbal confirmation documented by us as an amendment to the booking.

3. Quotations

All quotations are based on the information you provide, including but not limited to access details, number of rooms, volume or nature of Items, and any special handling requirements. Quotations are normally provided as fixed-price estimates, but we reserve the right to adjust the final charge if the information supplied was incomplete, inaccurate, or has materially changed.

Unless otherwise stated in writing, quotations are exclusive of any tolls, parking charges, congestion charges, ferry charges, customs duties, or similar costs, which will be added to your final invoice where applicable.

Quotations are valid for a limited period stated at the time they are given. If no period is specified, they are valid for 30 days from the date of issue, after which they may be revised.

4. Booking Process

A booking is made when you formally accept our quotation and we confirm acceptance of your booking. Accepting a quotation may be done verbally or in writing, including by signing a quotation, confirming by message, or otherwise clearly instructing us to proceed on the basis of the quoted terms.

Your booking is not guaranteed until we have issued a confirmation. We reserve the right to refuse or decline bookings at our discretion.

You are responsible for checking all details in the booking confirmation, including addresses, dates, times, and the scope of Services. Any inaccuracies must be notified to us as soon as possible. We may not be able to accommodate late changes, and additional charges may apply where we reasonably can do so.

5. Customer Responsibilities

You must ensure that we have suitable access to both the collection and delivery locations, including adequate parking arrangements, suitable entry routes, and any necessary permissions. Any parking restrictions, access issues, or building regulations must be communicated to us in advance.

You are responsible for securing parking dispensations or permits where required. Any parking fines or penalties incurred as a direct result of inadequate or missing parking arrangements may be added to your final invoice.

You must ensure that Items are ready for removal at the agreed time, unless you have booked packing services. Items should be packed safely and appropriately, with fragile or high-value Items adequately protected and clearly labelled.

You must be present, or ensure an authorised representative is present, at both collection and delivery locations to guide our team, confirm inventory where relevant, and sign any required documentation.

6. Payments and Charges

Unless otherwise agreed, a deposit may be required at the time of booking, with the balance payable before or on completion of the Services. We will inform you of the required payment schedule when confirming your booking.

We may require full payment in advance for certain types of moves, such as long-distance relocations or services involving storage or complex logistics. Where applicable, this will be clearly communicated to you.

Payment methods accepted will be detailed in the correspondence provided to you. You agree to pay all charges due in accordance with the agreed payment terms. Failure to pay any amount when due may result in suspension of the Services, delay in delivery, or retention of Items until full payment is received.

If you do not pay on time, we reserve the right to charge interest on overdue amounts at the statutory rate, as well as reasonable administration and recovery costs.

7. Changes to Bookings

If you wish to change the date, time, or nature of the Services after the booking is confirmed, you must contact us as soon as possible. We will use reasonable efforts to accommodate your request, but we do not guarantee availability for new dates or times.

Where changes increase the scope of work, distance, or resources required, we may revise the quotation and charges accordingly. You will be informed of any revised charges before we proceed with the amended booking.

8. Cancellations and Postponements

You may cancel or postpone your booking by giving us notice. Cancellation charges may apply, depending on when you notify us.

If you cancel more than seven days before the scheduled service date, any deposit may be refunded or retained in part, subject to any reasonable administrative costs already incurred.

If you cancel within seven days but more than 48 hours before the service date, we may retain all or part of the deposit and may charge a reasonable cancellation fee reflecting our loss of reserved capacity and associated costs.

If you cancel within 48 hours of the service date, or fail to be available when our team arrives, we reserve the right to charge up to the full quoted price, minus any savings in travel or other costs we reasonably manage to avoid.

In the event of postponement, we will use reasonable efforts to reschedule. Where postponement occurs within seven days of the service date, charges similar to those for cancellation may be applied at our discretion, especially if we are unable to use the reserved slot for another customer.

If we need to cancel or significantly alter your booking due to reasons beyond our reasonable control, such as severe weather, road closures, accidents, or staff illness, we will notify you as soon as possible and offer an alternative date. Our liability in such cases is limited to refunding any prepayments for Services not provided, and we will not be responsible for consequential loss.

9. Excluded and Prohibited Items

We are not obliged to transport, pack, or store certain items, including but not limited to:

Hazardous materials, explosives, flammable liquids or gases, corrosive substances, or any item classified as dangerous goods.

Perishable goods, live plants, animals, or any living organisms.

Illegal items, stolen goods, or items whose possession or transport would contravene law or regulation.

Cash, jewellery, watches, deeds, securities, or other valuables of exceptionally high value, unless we have explicitly agreed in writing to handle such items.

If prohibited items are included without our knowledge, you do so at your own risk. We are not liable for loss or damage to such items and reserve the right to remove, dispose of, or hand them to appropriate authorities where necessary.

10. Waste and Environmental Regulations

We comply with applicable waste and environmental regulations. We are not a general waste disposal contractor and do not remove household refuse, builders' rubble, or other controlled waste unless this has been specifically agreed and the necessary arrangements are in place.

Where we agree to remove unwanted Items for disposal or recycling, such services will be clearly identified and charged separately. You confirm that you are the lawful owner of the Items to be removed or that you have the authority of the owner to dispose of them.

You must not ask us to dispose of prohibited waste, including hazardous or regulated materials, electrical waste requiring specialised treatment, or medical or clinical waste. If such Items are found among goods presented for disposal, we may refuse to handle them and may charge for any additional time or costs incurred in identifying and isolating them.

11. Our Liability for Loss and Damage

We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Items is subject to the following conditions.

We are not liable for any loss or damage that arises as a result of your failure to:

Properly pack Items when packing services are not included.

Provide accurate information about the nature, condition, or value of Items.

Ensure suitable access or protect areas of the premises where reasonable to do so.

Our liability for loss or damage to Items, whether arising from negligence, breach of contract, or otherwise, is limited to a reasonable amount having regard to the value of the Items and the charges paid for the Services. We may set specific financial limits in our booking documents or quotation, and you agree these are reasonable.

We are not liable for:

Normal wear and tear, minor scratches, or scuffs that may occur despite reasonable care during handling and transport.

Loss or damage to fragile Items, including glass, china, electronic equipment, or artwork, where such Items have not been professionally packed or where their pre-existing condition contributed to the damage.

Damage to Items that are inherently defective, poorly constructed, or not fit to be moved.

Loss or damage arising from war, terrorism, public disorder, extreme weather, or other events beyond our reasonable control.

If we agree a higher level of cover or insurance for your move, any enhanced limits or conditions will be confirmed separately. It is your responsibility to arrange any additional insurance you consider necessary beyond our standard protection.

12. Claims and Complaints

If you believe that loss or damage has occurred, you must notify us as soon as reasonably possible and provide details of the alleged loss or damage. In many cases, we may ask for photographs, descriptions, and any supporting documents to help us investigate.

Visible damage should be reported at the time of delivery where possible. Any later notification should be made within a reasonable period after you become aware of the issue. Delay in reporting may affect our ability to investigate and may limit liability where it prejudices our position.

We will handle complaints in a fair and timely manner and will work with you to reach a suitable resolution in line with these Terms and Conditions and applicable law.

13. Time Limits and Delays

We will make reasonable efforts to complete the Services within agreed timeframes. However, timing is not guaranteed, and we are not responsible for delays caused by factors beyond our reasonable control, including but not limited to traffic, accidents, road closures, severe weather, or delays caused by you or third parties.

We are not liable for indirect or consequential losses arising from delays, such as lost earnings, missed appointments, or additional accommodation costs, unless such losses were specifically agreed and documented as part of the contract and are permitted by law.

14. Storage Services

Where we provide storage, Items will be stored in premises or containers we select. You will not normally have unrestricted access to stored Items without prior arrangement. Access requests may incur additional charges and must be scheduled in advance.

Storage charges are payable at the rates notified to you and are normally invoiced in advance for agreed periods. If payment is not received when due, we may exercise a lien over stored Items and ultimately dispose of them in accordance with applicable law to recover unpaid charges.

15. Right of Lien

We have a right to withhold or ultimately sell or dispose of some or all of your Items in our possession if you fail to pay any amounts due under this Agreement. We will provide reasonable notice, where required by law, before exercising this right, and will account to you for any net proceeds after deducting sums owed and reasonable costs of sale or disposal.

16. Data Protection and Privacy

We will collect and process personal data necessary to provide the Services, manage bookings, and handle payments and communications. Personal data will be processed in accordance with applicable data protection laws. We will not sell your personal information to third parties and will only share it where necessary to deliver the Services or comply with legal obligations.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

18. General Provisions

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and Chelsea Movers in relation to the Services and supersede any prior discussions, correspondence, or representations.