Kensington Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Kensington Man And Van provides removal, transport, loading, unloading and related man and van services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are designed to be clear, fair and practical, and they apply whether you are booking a small single-item move, a part-load service, or a larger domestic or commercial removal.

The term “we”, “us” and “our” refers to Kensington Man And Van. The terms “you”, “your” and “customer” refer to the person, business, or organisation requesting the service. Where a booking is made on behalf of another party, the person placing the booking confirms they have authority to agree to these conditions for all relevant parties. Any reference to a service includes labour, vehicle use, handling, transport, waiting time where agreed, and any other optional service accepted as part of the job.

These terms are intended to govern the commercial relationship between us and our customers. They do not affect your statutory rights as a consumer. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force so far as legally possible.

Booking Process

Kensington Man And Van will normally provide a quotation based on the details you supply, including the items to be moved, collection and delivery addresses, access conditions, and preferred date and time. Any quotation is based on the information available at the time and may be revised if the actual work differs materially from the description provided. We may request photographs, inventory details, floor access information, parking arrangements, or other relevant information before confirming a booking.

A booking is only confirmed once we have accepted the job and, where required, received any deposit or advance payment requested. We reserve the right to decline a booking if we are unable to safely or lawfully complete the work, if the service requested falls outside our capacity, or if the information provided is incomplete or misleading. You are responsible for ensuring that the booking details are accurate and that all relevant parties are aware of the scheduled service.

On the day of service, you must ensure that access is available at the agreed collection and delivery points. This includes arranging suitable parking where possible, securing building permissions if needed, and confirming that all items to be transported are ready to move. If the job includes dismantling, reassembly, or handling of specialist items, this must be agreed in advance. We may refuse to carry out work that has not been agreed, particularly where it could create safety issues, cause damage, or require additional equipment or labour.

Payments

Payment terms will be confirmed at the time of quotation or booking. Unless otherwise agreed in writing, payment is due on completion of the service on the day of the move. We may accept bank transfer, card payment, or other agreed payment methods. Cash payments may be accepted only where previously agreed. Any deposit paid in advance forms part of the final service price unless expressly stated otherwise.

The customer must pay all sums due in full, without set-off, deduction, or withholding, except where required by law. If the work takes longer than expected because of delays, extra waiting time, additional items, changes to access conditions, or amendments to the original brief, we may charge for the additional time or labour reasonably incurred. Any extra charges will be calculated on the basis of the applicable rate communicated to you or, if no rate was specified, a reasonable commercial rate.

Where an invoice is issued, payment must be made by the due date shown on the invoice. If payment is late, we reserve the right to charge interest and recover reasonable administrative or collection costs to the extent permitted by law. Title to any goods transported remains with the customer and these terms do not transfer ownership of any items handled in the course of the service.

Cancellations, Rescheduling and Delays

You may cancel or reschedule a booking by giving us notice as soon as possible. Cancellations made with sufficient notice may not attract a charge, but we reserve the right to retain any deposit or to levy a cancellation fee where we have already reserved time, allocated staff, incurred costs, or turned away other work. If cancellation occurs close to the scheduled time, or once the team is already en route or on site, a higher cancellation charge may apply to reflect lost time and expenses.

We may cancel or postpone a booking where circumstances beyond our reasonable control make it unsafe, unlawful, or impractical to continue. Such circumstances may include severe weather, traffic disruption, vehicle breakdown, staff unavailability due to illness, access restrictions, or emergencies. In such cases, we will seek to reschedule the service at a mutually convenient time. We will not be responsible for any indirect losses caused by a delay or postponement, except where liability cannot lawfully be excluded.

If you are delayed, you must notify us as soon as possible. Reasonable waiting time may be charged if the team is required to wait for access, keys, building clearance, or other conditions outside our control. Where a delay causes the booking to overrun or disrupt subsequent jobs, we may shorten the service, return later, or apply additional charges. Our aim is to complete the service efficiently and fairly while maintaining safe working conditions.

Liability and Customer Responsibilities

We will take reasonable care when handling your belongings and carrying out the service. However, unless otherwise agreed in writing, our liability is limited to loss or damage caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for pre-existing damage, wear and tear, hidden defects, inadequate packing by the customer, or damage caused by items that were not disclosed as fragile, dangerous, or unusually heavy.

You are responsible for ensuring that items are properly packed, secured, and labelled where appropriate. Glass, electronics, artwork, antiques, mirrors, and other delicate items should be protected using suitable packaging unless we have expressly agreed to pack them. We are not responsible for damage arising from inadequate packing by the customer. Where we assist with packing, dismantling, or reassembly, we will use reasonable care but cannot guarantee against issues caused by structural weakness, defective fittings, or poor-quality manufacturer assembly.

The customer must disclose any item that is hazardous, prohibited, unusually valuable, or likely to require specialist handling. This includes, without limitation, flammable substances, gas cylinders, chemicals, live animals, perishable goods, weapons, and items contaminated by pests or mould. We may refuse to carry such items, and we may suspend or stop work if we discover undisclosed risks. You will be responsible for any loss, cost, or damage arising from inaccurate descriptions or failure to provide necessary information.

Waste Regulations and Disposal

Where the service includes removal of unwanted items, rubbish, packaging, or other waste, all parties must comply with applicable UK waste regulations. We will only remove waste that has been agreed in advance and lawfully accepted. We do not act as an unauthorised waste carrier, and we reserve the right to decline any load that may breach environmental, licensing, or duty-of-care requirements. The customer must not ask us to dispose of waste illegally or to mix prohibited materials with general waste.

The customer is responsible for identifying waste items accurately and for informing us of any materials that require special handling, segregation, or licensed disposal. If you ask us to dispose of items, you confirm that you have the legal right to transfer those items and that they are not subject to restrictions, ownership claims, or contamination concerns. Where waste transfer documentation is required, we may request details necessary to comply with our obligations and retain records in line with the law.

We reserve the right to refuse any item that we reasonably believe may breach waste, environmental, or safety rules. If prohibited waste is discovered after collection has begun, we may return it, isolate it, or charge additional costs associated with lawful handling, disposal, or specialist transport. The customer will remain responsible for any fines, penalties, claims, or enforcement action resulting from misinformation, unlawful disposal instructions, or failure to disclose the nature of the waste.

Property Access, Parking and Site Conditions

You are responsible for providing accurate information about access routes, stairways, lifts, floor levels, loading restrictions, parking limitations, and any other site conditions that may affect the service. If a parking permit, building pass, or other authorisation is required, you must arrange it in advance unless we have expressly agreed to do so. Additional charges may apply where access is more difficult than described or where the team has to carry items further than expected.

We may refuse to enter a property or loading area if we consider it unsafe. Unsafe conditions may include poor lighting, loose flooring, blocked exits, infestation, aggressive behaviour, or conditions that create a risk to our team, the customer, or third parties. We may suspend the job until the issue is resolved, and any extra time or reattendance may be charged. If the service cannot continue because of unsafe conditions, the customer remains liable for the work completed and any reasonable costs incurred.

The customer must ensure that keys, codes, security instructions, and access arrangements are available at the agreed time. If the move requires access through shared buildings or managed premises, it is your responsibility to obtain the necessary permission. We are not liable for delays caused by building managers, neighbours, porters, or other third parties, unless the delay is directly due to our negligence.

Damage Claims and Complaints

If you believe that loss or damage has occurred during the service, you must notify us within a reasonable time and provide sufficient detail to allow us to investigate. You should keep any damaged item, packaging, or evidence available for inspection where practical. Failure to report an issue promptly may limit our ability to assess the claim. Any claim should be supported by photographs, proof of ownership or value where relevant, and a clear description of what happened.

Our responsibility for proven damage, where liability exists, will normally be limited to the reasonable repair cost or the replacement value of the affected item, whichever is lower and appropriate in the circumstances. We will not be liable for loss of profit, loss of business, emotional distress, or other indirect or consequential losses, to the extent permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Any complaint should be made in good faith and with enough detail for us to respond appropriately. We aim to handle concerns fairly and promptly. If a matter can be resolved through repair, partial refund, or other practical remedy, we may offer that solution at our discretion, subject always to legal requirements and the circumstances of the job.

Governing Law

These Terms and Conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may have the benefit of mandatory protections under your local consumer law where applicable, but any contractual questions relating to this service will be determined under the law stated above.

Any dispute arising in connection with the services provided by Kensington Man And Van will be subject to the jurisdiction of the courts of England and Wales, unless another forum is required by applicable law. If any part of these terms is inconsistent with a legal obligation that cannot be excluded, the mandatory legal provision will apply and the remainder of the terms will continue to operate as far as possible.

By booking a man and van service, removal van service, or related transport service with us, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They form the basis of our agreement with you and should be read alongside any quotation, booking confirmation, or written variation specifically agreed for your job. For the avoidance of doubt, no term is waived unless confirmed by us in writing.