Terms and Conditions | KB Removals

Terms and Conditions

These conditions set out the terms of the contract between the Removal Company Contractor ("the Contractor") and you ("the Customer") and explain your rights, obligations and responsibilities and those of the Contractor.

In Clauses 9 and 11 we set out our liability to you for loss and damage to your goods and premises. Please read these clauses carefully.

1. Interpretation

  • 1.1 Any reference to "we" or "us" is a reference to the Contractor.
  • 1.2 Any reference to "you" is a reference to the Customer.
  • 1.3 "Goods" means the goods being removed and/or stored.

2. Quotations

  • 2.1 Our quotations are based on a home visit. Should anything be added to the inventory that was not stated on the day, we will charge a set rate for added items if they can be accommodated with the vehicle(s) you have booked.
  • 2.2 Although we quote a fixed price, we reserve the right to amend it or make additional charges if any of the following have not been taken into account when preparing the quotation:
    • 2.2.1 If the removal has not taken place within one month, we may request a reassessment to ensure the overall amount has not changed.
    • 2.2.2 Your quotation may increase if the destination property has extra floors above the first floor that were not stated at the quotation stage.
    • 2.2.3 We have to collect or deliver Goods above the first upper floor.
    • 2.2.4 We supply any additional services.
    • 2.2.5 There are delays outside our reasonable control, in which event we will make additional charges calculated in accordance with our standard rates applicable at the time.
    • 2.2.6 Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles.
    • 2.2.7 Any parking or other fees or charges that we have to incur and pay in order to carry out the services you require. In all these circumstances you will be responsible for the extra charges.
  • 2.3 We will add extra charges if the customer requires extra drops or pick-ups that we were not aware of at the quotation stage.
  • 2.4 Our quotation is not a guarantee that we will have vehicles available. We operate on a first-confirmed, first-booked basis. If your removal is not 100% confirmed by exchange, we will not take a booking fee, and should another customer who we have quoted confirm and require that date, they will get priority as the confirmed booking.
  • 2.5 If the entrance or exit to the premises, stairs, lifts, or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive is unsuitable for our vehicles to load and/or unload within 20 metres of the doorway, additional charges may apply.

3. Work Excluded from Our Quotations

Unless previously agreed in writing, we will not:

  • 3.1 Dismantle or assemble unit furniture (flat-pack), fittings or fitments.
  • 3.2 Disconnect or reconnect appliances, fittings or equipment.
  • 3.3 Remove or lay fitted floor coverings.
  • 3.4 Take down or re-hang curtains, blinds or other window coverings.
  • 3.5 Move night storage heaters unless they are dismantled.
  • 3.6 Move or store any items excluded under Clause 4.
  • 3.7 Move any item which our removal crew reasonably believes cannot be moved safely or the removal of which may damage the item or its surroundings.
  • 3.8 Clear driveways or other access areas from snow, ice, or other materials.

4. Excluded Property

The following items are specifically excluded from this contract and will not be removed:

  • 4.1 Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
  • 4.2 Potentially dangerous, damaging or explosive items.
  • 4.3 Goods likely to encourage vermin or other pests or to cause infection.
  • 4.4 Refrigerated or frozen food or drink.
  • 4.5 Any animals and their cages or tanks including pets, birds or fish.
  • 4.6 Cars, boats and caravans.
  • 4.7 Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs or perishable goods.
  • 4.8 Breakage of owner-packed property unless the box or container shows signs of external damage.

Such goods will not be removed except without prior written agreement. If you submit such goods without our knowledge and prior written agreement, we will not be liable for any loss or damage except when death or injury is caused by our negligence. We shall be entitled to dispose of (without notice) any goods listed under paragraphs 4.2, 4.3, 4.4, 4.5, and 4.7.

5. Customer's Responsibilities

It is your sole responsibility to:

  • 5.1 Declare to us the proper value of the Goods.
  • 5.2 Obtain at your expense all documents necessary for the removal to be completed.
  • 5.3 Be present yourself or appoint a representative at the departure and destination points to ensure that nothing is removed or left in error or is left in the wrong room.
  • 5.4 We will disconnect washing machines and reconnect at the destination as long as the required fittings are available; however this is a courtesy and is not covered in any way regarding any water leakage at the water or drainage point. Please be aware that any damage to floor coverings including laminate and lino is also at the customer's discretion and not covered.
  • 5.5 Pay for any parking or meter suspension charges incurred by us in carrying out the work unless otherwise agreed in writing.
  • 5.6 Ensure that fridge freezers and deep freezers are defrosted before transportation and not switched on for 24 hours after delivery. We do not pack and/or transport refrigerated or frozen contents.
  • 5.7 TVs are only covered if in their original box, up to a maximum claim of £250 per removal. We will supply protection to limit the risk of damage.
  • 5.8 Any flat-packed furniture that has been disassembled by the customer must have all fixtures and fittings removed. Any scratching or marking arising from fittings being left in place is not covered by us or our insurance.
  • 5.9 Other than by reason of our negligence or breach of contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities.

6. Ownership of the Goods

By entering into this contract you confirm to us that:

  • 6.1 The Goods are your own property; or
  • 6.2 You have the authority of the owner of the property to make this contract in respect of the Goods.

You will be responsible for any claim for damages and/or costs if either of the above proves to be untrue.

7. Booking Fees and Cancellation

  • 7.1 The required booking fee must be paid by bank transfer before your booking is confirmed. The booking fee covers the date only and is not transferable to another date. The booking fee is deducted from your removal total as long as the move goes ahead.
  • 7.2 If any cancellation occurs on the day the work starts or at any time after the work commences, 100% of our charges are still applicable.

8. Payment of Removal Charges

Payment requires a bank transfer for the booking fee; the remainder is cash on completion only. Should the customer wish to pay the full balance by transfer, this must be done 24 hours prior to the removal commencing.

9. Our Liability for Loss or Damage

  • 9.1 In the event that we lose or damage your Goods, if we are liable, we will pay you up to a maximum of £50.00 sterling for each item which is lost or damaged, to cover the cost of repairing or replacing that item. An item is defined as any one article, suite, pair, set, complete case, package, carton or other container.
  • 9.2 We may choose to repair or replace the damaged or lost item. If we choose to repair the item, we will not be liable for any depreciation in value.
  • 9.3 Other than because of our negligence, we will not be liable for any loss, damage or failure to deliver the Goods if caused by:
    • 9.3.1 Fire howsoever caused.
    • 9.3.2 War, invasion, acts of foreign enemies, hostilities, civil war, terrorism, rebellion and/or military coup, Act of God, industrial action or other events outside our reasonable control.
    • 9.3.3 Normal wear and tear, natural or gradual deterioration, leakage or evaporation, or perishable or unstable Goods.
    • 9.3.4 Cleaning, repairing or restoring unless we did the work.
    • 9.3.5 Moth or vermin or similar infestation.
    • 9.3.6 Electrical or mechanical derangement to any appliance, instrument or equipment unless there is evidence of external impact.
  • 9.4 Additionally we will not be liable for any loss of or damage to jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of a similar kind, unless you have previously given us full information including value and we have confirmed in writing that we will accept responsibility.
  • 9.5 We will not be liable for wear and tear, gradual deterioration, scratching, bruising or denting.
  • 9.6 Loss or damage to motor vehicles/goods/furniture caused by scratching, denting and marring is not covered. Most items we move are not brand new and it is not possible to note the condition of every item, which is why scratches are not covered by insurance.

10. Waiting Times and Charges

10.1 We do not charge extra for any waiting time between the time it takes for the keys to the new property to be released.

11. Damage to Premises

We shall only be liable for damage to premises caused by our negligence. Any damages to premises must be noted on the delivery receipt and confirmed in writing to us within seven days. If we are liable for loss or damage to your premises, we will pay either:

  • A: The cost of repairing the damaged area to a maximum limit of £75; or
  • B: Up to a maximum of £75 on each premises.

11.1 When we see a problem arise regarding getting an item into an area where it may only just fit, we will inform you so you can decide whether you want it to be forced. Should you agree for us to force an item, we will not be liable for any damage arising from that act.

12. Time Limits for Claims

We will not be liable for any loss or damage to any goods unless any claim is notified to us in writing by recorded delivery post or email within seven days of either their collection by you or delivery by us to their destination, unless you request a reasonable extension which we agree in writing. Day one of seven starts the day after collection or delivery.

13. Our Rights to Withhold or Dispose of Goods

We have a legal right to withhold or ultimately dispose of some or all of the Goods until you have paid all our charges and other payments due under this contract, including any charges paid out on your behalf. While we hold the Goods and wait for payment, you will be liable to pay all storage charges and other costs incurred.

13.1 If there is a dispute arising from this agreement which cannot be resolved, either you or we may refer it to the Conciliation Service provided by our insurers.

14. Whole Agreement

These Terms and Conditions together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Any variation mutually agreed shall be confirmed in writing. By paying the required booking fee you are agreeing to accept the above terms and conditions.

15. Jurisdiction

This contract is subject to the laws of England and Wales.