Terms and conditions

These terms govern removals, packing, storage and associated transport carried out by Kent Removals and quoted anywhere in Kent.

1. Quotes

Quotes are issued in writing after a survey. Anything said before a survey is an indication, not a quote, and binds neither party.

A written quote is valid for thirty days unless it states otherwise, and rests on the volume, access and scope recorded at survey. Where the work differs materially from that record, the price may be adjusted — and you will be told before the work proceeds.

Quotes assume lawful parking within a reasonable carrying distance at both ends. Permits, bay suspensions and lift bookings are your responsibility unless the quote says we are arranging them.

2. Booking and payment

A booking exists once you accept the quote in writing and pay any deposit stated. Dates are held only from that point.

Unless stated otherwise, the balance is due before work begins on the day; storage is payable in advance per storage period; agreed commercial accounts are payable within fourteen days of invoice. Interest may be charged on overdue sums at the statutory rate.

3. Cancellation and changes

Cancel or postpone in writing as early as you can. Deposits are refundable in full more than fourteen days before the booked date; inside that window they may be retained in whole or part against committed crew and vehicle time. Cancellation on the day, or refused access on arrival, may be charged in full.

Chain dates moving is ordinary in this county and we will re-plan rather than penalise wherever we reasonably can.

4. Excluded goods

We will not carry or store anything flammable, explosive, corrosive or otherwise hazardous — fuel, gas cylinders, paint, solvents, fireworks — nor perishables, plants, living creatures, firearms, ammunition or anything unlawful to possess.

Cash, jewellery, deeds, passports and irreplaceable documents should travel with you; where such items are included without written agreement, we accept no liability for them.

We do not undertake waste clearance and hold no waste carrier licence.

5. Packing and preparation

Where we pack, the packing is our responsibility. Where you pack, the contents and their fitness for the journey — and for storage, for sitting sealed over time — are yours.

Appliances must be disconnected, drained and safe before collection unless agreed otherwise in writing. Goods entering storage must be dry, and anything with a fuel tank, battery or residue must be declared beforehand.

6. Access and refusal

You are responsible for disclosing access at both ends: floors, lifts, stairs, lane widths, weight and height limits, and any point a full-size vehicle cannot reach or turn.

The crew may decline any operation they reasonably consider unsafe or likely to cause damage — an item that will not pass a staircase, a load too heavy for the crew present, a surface that will not bear the weight. Where that happens it is explained at the time and an alternative offered where one exists.

7. Cover and liability

Goods-in-transit and public liability cover are in place; limits, including any per-item limit, are stated on your quote. Items worth more than the per-item limit must be declared at survey so appropriate cover can be arranged; undeclared items are covered to the standard limit only.

We are not liable for loss or damage caused by your own packing, inherent defect or normal wear, undisclosed conditions that made an operation unsafe or impossible to perform properly, or events outside our reasonable control.

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Consumer statutory rights are unaffected.

8. Storage

Stored goods are inventoried at collection and held under a separate storage agreement covering period, charges and notice. Access is by appointment with reasonable notice, and goods are released only to you or a person authorised by you in writing, on proof of identity, with the account clear.

Unpaid storage charges give us a lien over the goods. After written notice to your last known address allowing not less than thirty days for settlement, the goods may be sold to recover what is owed, any surplus after costs being returned to you.

9. International moves

You are responsible for the accuracy of the inventory and of residency, address and tax documents supplied for customs. We prepare and lodge the export paperwork on the basis of what you provide.

Duties, taxes, inspection charges and authority-imposed storage at either end are payable by you. Delays caused by customs, inspection, port operations, weather or border conditions are outside our control.

10. Claims

Note loss or damage on the paperwork at delivery or redelivery, while the crew is present, and confirm in writing within seven days. Keep the packaging and the item until assessment. Later notifications are harder to substantiate and may be declined.

11. Sub-contracting

Work is performed by our own crew and vehicles, including at the far end of a long-distance move. Where a specialist is genuinely required — a piano, a safe, a hoist, an overseas delivery leg — that is disclosed at quote stage.

12. Complaints

Tell us first at hello@kentremovals.uk and give us the chance to put it right.

13. Governing law

These terms are governed by the law of England and Wales, whose courts have jurisdiction. See also our privacy policy.