Terms & Conditions

Kentessex Removals provides professional home removals, man and van, and office relocation services. We operate from Amwell Street, Islington, London EC1R-1UR, United Kingdom.

By using our website or booking a move with us, you agree to these Terms & Conditions. If you do not agree, please do not use our services.

• Home removals — full or partial house moves with trained movers and appropriately sized vehicles.
• Man and van — flexible hourly bookings for smaller moves, single items, and student relocations.
• Office removals — commercial relocations with planning support to minimise business downtime.
• Optional extras — packing, furniture dismantling and reassembly, appliance disconnect/reconnect, and TV mounting (priced separately unless stated in your quote).

All moves are carried out by vetted staff and include Goods in Transit and Public Liability insurance as standard, subject to the terms set out below.

Our website allows you to obtain an instant quote, enter move details, select optional services, and proceed to secure checkout. The booking process is completed in stages:

1. Select service type, crew size, van size, and duration.
2. Enter pickup and delivery addresses, floor levels, and lift access.
3. Add optional extras such as packing or furniture assembly.
4. Provide personal details and proceed to checkout.

Quotes are based on the information you supply. You must ensure your inventory and access details are accurate. Misrepresentation may result in revised pricing on the day of the move.

After initiating a booking, you may receive a confirmation email with a link to continue checkout. If you have already paid or completed your booking, you may disregard reminder emails for that reference.

The following additional services and charges apply where relevant to your move. These supplement your online quotation and the furniture pricing table below.

• Bigger items such as a double bed, king size bed, queen size bed and bunk beds will be charged according to what is stated in the furniture pricing table.
• Any item not included or submitted when the quote was generated for house removals will be quoted separately on the day or days before the job.
• A large box measuring 57 × 45 × 40cm will be counted as two boxes, while a medium box measuring 41 × 41 × 41cm will be counted as one box.
• Any TV above 45 inches will be charged separately. TVs from 55 inches to 100 inches will be charged £30 for transportation as required by our insurer.
• Pets will be charged £29.99 to travel in the van as they will need to be insured separately under our insurance.
• Adults will be charged £80.00 each to travel in the van as they will need to be insured separately under our insurance.
• Additional stops will be charged according to what needs to be moved or dropped off; charges start from £99.
• Two and three-door sliding wardrobes are charged at £300 for dismantling and assembling.
• Dismantling, assembling, or transporting items cannot be substituted for a different item.
• Heavy items like an upright piano weighing from 99kg to 150kg will be transported for £199; a grand piano will be charged at £350 on top of the labour costs.

Waiting time

• Luton van with two men: £120 per hour.
• 5.5 tonne van with two men: £149 per hour.
• 7.5 tonne or equivalents in loading size: £199 per hour.

Stairs charges

• £10 per floor per hour for 1 man.
• £20 per floor per hour for 2 men.
• £30 per floor per hour for 3 men.

Additional hours after the booked package

• £80 per hour for 1 man with Luton & £99 for 5.5 tonne.
• £149 per hour for 2 men with Luton & £189 for 5.5 tonne.
• £199 per hour for 3 men with Luton & £199 for a 5.5-tonne.
• The booking team will determine the price for a 7.5 tonne vehicle.

Distance more than 15 steps from the lorry to the client's room door

• £10 per floor per hour for 1 man.
• £20 per floor per hour for 2 men.
• £30 per floor per hour for 3 men.

Mileage

A mileage fee will be applied if the distance is longer than 12 miles (20km). The mileage charge will be £1.50 per mile. Please note our system does not take mileage costs into consideration when calculating your quote for house removals unless stated on your quote or by email. This charge will be an additional charge to your final bill, communicated to you before the day of your move.

Insurance, packing & customer obligations

• Electronic equipment should be properly packed in a box for it to be covered under our insurance.
• The customer is responsible for all congestion, ULEZ, and LEZ charges and parking fines.
• It is the customer's responsibility to submit all items for transportation on the note provided before checkout and payment — i.e. a list of all items to be moved from bedroom, living room, kitchen, office, garden, garage, and shed individually.

At checkout you may pay a 30% deposit or the full balance to confirm your move. All prices shown include VAT unless otherwise stated.

Deposit payments secure your booking date. Any remaining balance is due in accordance with the schedule communicated at booking or via your customer dashboard.

Payments are processed securely through our payment provider. Confirmed bookings can be tracked via the My Bookings portal using your booking email and quote reference.

A deposit of a minimum of 30% is required to secure the booking; this is non-refundable but transferable, unless cancellation protection waiver terms apply as set out below.

Your online quotation covers the core move as described in your booking — crew, vehicle, and standard loading/unloading within the agreed duration.

The following are optional services and are not included in your base quotation unless explicitly selected and paid for:

• Mileage beyond the scope of your quoted move
• Furniture dismantling and reassembly
• Washing machine disconnected and reconnected
• TV unmounted and mounted
• Cooker disconnected and reconnected
• Packing materials and packing services
• Waiting time, stairs, and additional stops
• Transportation of pets or passengers requiring separate insurance

Where furniture assembly or disassembly is requested, charges are applied per item. The table below sets out our standard estimated costs. Final pricing may vary depending on item condition, complexity, and access at the property.

The following packing service packages include a moving kit with boxes, tape, and bubble wrap. Additional charges apply for extra boxes and items not included in the standard kit, as set out below.

1 bed with 2 men — packing + moving kit + boxes + tape + bubble wrap = £199

Our packing kit for a 1-bedroom comes with 10 boxes alongside tape and bubble wrap. If you had more things to move and we had to use more boxes, each box we pack will be charged at £15 for medium and £20 for large per box to cover the box, wrapping materials, and labour. Wardrobe boxes, sofa/furniture wrapping, and mattress covers are not included in your moving kit. If you require wardrobe boxes, it will be charged at £35 per box, a mattress cover will be charged at £20 per mattress, and sofa/furniture wrapping will be charged at £40 per item.

2 bed with 2 men — packing + moving kit + boxes + tape + bubble wrap = £299

Our packing kit for a 2-bedroom comes with 20 medium boxes alongside tape and bubble wrap. If you had more things to move and we had to use more boxes, each box we pack will be charged at £15 for medium and £20 for large per box to cover the box, wrapping materials, and labour. Wardrobe boxes, sofa/furniture wrapping, and mattress covers are not included in your moving kit. If you require wardrobe boxes, it will be charged at £35 per box, a mattress cover will be charged at £20 per mattress, and sofa/furniture wrapping will be charged at £40 per item.

3 bed with 3 men — packing + moving kit + boxes + tape + bubble wrap = £399

Our packing kit for a 3-bedroom comes with 30 medium boxes alongside tape and bubble wrap. If you had more things to move and we had to use more boxes, each box we pack will be charged at £15 for medium and £20 for large per box to cover the box, wrapping materials, and labour. Wardrobe boxes, sofa/furniture wrapping, and mattress covers are not included in your moving kit. If you require wardrobe boxes, it will be charged at £35 per box, a mattress cover will be charged at £20 per mattress, and sofa/furniture wrapping will be charged at £40 per item.

4 bed with 3 men — packing + moving kit + boxes + tape + bubble wrap = £499

Our packing kit for a 4-bedroom comes with 40 medium boxes alongside tape and bubble wrap. If you had more things to move and we had to use more boxes, each box we pack will be charged at £15 for medium and £20 for large per box to cover the box, wrapping materials, and labour. Wardrobe boxes, sofa/furniture wrapping, and mattress covers are not included in your moving kit. If you require wardrobe boxes, it will be charged at £35 per box, a mattress cover will be charged at £20 per mattress, and sofa/furniture wrapping will be charged at £40 per item.

5 bed with 4 men — packing + moving kit + boxes + tape + bubble wrap = £699

Our packing kit for a 5-bedroom comes with 50 medium boxes alongside tape and bubble wrap. If you had more things to move and we had to use more boxes, each box we pack will be charged at £15 for medium and £20 for large per box to cover the box, wrapping materials, and labour. Wardrobe boxes, sofa/furniture wrapping, and mattress covers are not included in your moving kit. If you require wardrobe boxes, it will be charged at £35 per box, a mattress cover will be charged at £20 per mattress, and sofa/furniture wrapping will be charged at £40 per item.

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

1.1Any reference in these conditions to "we" or "us" is a reference to the Contractor.

1.2Any reference in these conditions to "you" is a reference to the Customer.

1.3"Goods" means the goods being removed and/or stored.

2.1 Quotations are subject to Value Added Tax but do not include any other customs duties, levies or fees payable to government or other statutory bodies. All such duties or fees (if any) will be payable by you in addition to the quoted price.

2.2 Although we quote a fixed price/hourly rate, 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, due to any circumstances outside our control, the work is not carried out or completed within three months of the quotation date.
• 2.2.2 Our costs increase as a result of currency fluctuations or changes in taxation or freight charges beyond our control.
• 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 an additional charge for waiting times after 13:00, calculated in accordance with our standard rates in table 2.4.
• 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 fees, mileage charge (£1.50 per mile) 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 Our quotation is not a guarantee that we have vehicles available on the day you require. We can supply a large vehicle with a 10-tonne loading capacity in place of 2 Lutons or a 7.5-tonne lorry. Your signed acceptance of our quotation does not constitute a contract between us until you have our written confirmation that we can move your Goods on your required date. We will send written confirmation within one working day of receipt of your acceptance.

2.4 Standard hourly charges excluding VAT apply as set out in the Additional Services & Charges Policy above.

Unless previously agreed in writing and paid for separately, we will not:

• 3.1 Dismantle or assemble unit-furniture (flat-pack), fittings or fitments (these works will not be covered by any insurance provided).
• 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 any items excluded under Excluded Properties.
• 3.7 Move any item or items which our removal crew reasonably believe they cannot move safely or the removal of which may damage the item or its surroundings.

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, unless paid for by the client and insured separately.
• 4.6 Cars, boats and caravans.
• 4.7 Furs, perfumery, wines, spirits, tobacco, cigars, cigarettes, foodstuffs, perishable goods or any kind of explosives — except with prior written agreement.
• 4.8 Breakage of owner-packed property unless the box or container shows signs of external damage.

If you submit excluded 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 or that of our employees or agents. You will indemnify us against any charges, expenses, damages or penalties claimed against us by third parties. We shall be entitled to dispose of (without notice) any such goods listed under paragraphs 4.2, 4.3, 4.4, 4.5, and 4.7.

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 departure and destination points to ensure that nothing is removed or left in error or in the wrong room.
• 5.4 Prepare adequately and stabilise all appliances prior to their removal.

Other than by reason of our negligence, we will not be liable for any loss or damage, costs or additional charges arising from any of these matters.

In addition to the above, you must provide accurate contact details, addresses, and inventory information; ensure adequate parking and access; declare fragile, high-value, or unusually heavy items in advance; and acknowledge that undeclared items may not be covered if damage occurs.

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 to make this contract in respect of the Goods.
• 6.3 You will be responsible for paying any claim for damages and/or costs against either of the above if this proves to be untrue.

7.1 A deposit of a minimum of 30% will need to be taken to secure the booking; this is non-refundable but transferable.

7.2 If you postpone or cancel this contract, we will charge according to how much notice you provide prior to the agreed removal date:

• Between 14 and 3 days: 50% of the total removal charges.
• Less than 48 hours: 100% of the total removal charges.

7.3 Condition 7.2 will not apply if you elect to take removal postponement/cancellation protection waiver, which is 30% of the total services.

If you need to cancel or reschedule, please contact us as early as possible at info@kentessexremovals.co.uk or call 07932027919.

Unless you have our written agreement to the contrary, you must pay our charges so we have cleared funds prior to the delivery of your goods. Unless we agree otherwise, you may not withhold any part of the agreed price.

Interest at 2% per month, calculated on a daily basis, is charged on all overdue accounts. We reserve the right to terminate this contract if payment is not received before the removal date, and not to carry out any services quoted for. Failure to comply with our payment terms will also mean that the Goods are not insured.

PLEASE NOTE: Any removal booked on the website will require funds to be cleared 5 days before the job.

9.1 Restricted liability

9.1.1 If you do not provide us with a declaration of value of your goods or you do not require us to accept Regular Liability pursuant to clause 9.2 below, then in the event that we lose or damage your goods through our negligence or breach of contract, we will pay you up to a maximum of £20.00 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.

9.1.2 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.

9.1.3 Other than because of our negligence, we will not be liable for any loss, damage or failure to deliver the goods if caused by fire, war, invasion, acts of foreign enemies, hostilities, civil war, terrorism, rebellion, military coup, act of God, industrial action or other events outside our reasonable control; normal wear and tear; cleaning, repairing or restoring unless we did the work; moth or vermin; electrical or mechanical derangement unless there is evidence of external impact; or other circumstances listed in clauses 9.1.4–9.1.17 of your booking agreement.

We maintain Goods in Transit and Public Liability insurance for all standard bookings. Coverage is subject to the terms of our insurance policy and any declared value limits.

9.2 Regular Liability

9.2.1 If you provide us with a declaration of the value of your goods and you agree to pay an additional charge, our liability will be assessed as the cost of repair or replacement, taking into account age and condition, subject to a maximum liability of £20,000 unless we have agreed a higher amount with you.

9.2.1.2 Where the lost or damaged item is part of a pair or set, liability is assessed as the cost of that item in isolation, not as part of a pair or set.

9.2.1.3 Loss of structural integrity of furniture constructed of particle board resulting from crumbling of the board.

9.3 Any liability under clause 9.1 or 9.2 above is expressly subject to all other applicable exclusions set out elsewhere in this agreement.

10.1 Unless we give a specifically agreed written timescale, arrival and departure times are an estimate only.

10.2 If we do not keep to an agreed written time schedule and any delay is within our reasonable control, we will pay your reasonable expenses arising as a result. If through no fault of ours we are unable to deliver your goods, we will take them into store. This contract will then be fulfilled, and any additional services, including storage and delivery, will be at your expense.

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 unless you request a reasonable extension, which we agree in writing.

We will not be liable for any loss or damage to any goods unless any claim for loss or damage is notified to us in writing within three days (a requirement of insurers) of either their collection by you or delivery by us to their destination, unless you request a reasonable extension which we agree in writing.

We have a legal right to withhold or (subject to complying with the notice procedure in condition 16.6) 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, and these terms and conditions will continue to apply.

14.1 We reserve the right to subcontract some or all of the work for which we have provided a quotation without reference to you.

14.2 If we subcontract, these conditions will still apply in full.

The following terms, in addition to all other terms set out in this document, apply to all contracts for the storage of goods:

• 15.1 If you require storage facilities, you must provide a forwarding address and notify us in writing if it changes. Correspondence is deemed received seven days after posting to the last recorded address.
• 15.2 The manner in which goods are transported and whether we use conventional or containerised storage is at our sole discretion unless otherwise confirmed in writing.
• 15.3 Where we provide an inventory, it is accepted as accurate unless you notify us of errors within 14 days of posting.
• 15.4 All storage charges are payable in advance. All charges must be paid in full before goods are released; we may exercise a lien until payment is received.
• 15.5We review storage charges periodically with 28 days' written notice of increases.
• 15.6On 28 days' notice we may require removal of goods. If payment is not received within three months of notice, we may dispose of goods without further notice.
• 15.7If payments are up to date, we will not end the contract except with three calendar months' notice. You should give at least 14 days' notice to terminate storage.
• 15.8 If someone else collects your goods, we may charge £199 for handover.
• 15.9 You are allowed one free visit per month; thereafter a fee of £80 applies for each additional visit within that month.

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 agreed must be confirmed in writing and shall not invalidate the remainder of these Terms and Conditions.

This contract is subject to the laws of England and Wales if our principal place of business is situated in England or Wales, or to the laws of Scotland if our principal place of business is situated in Scotland.

For questions about these terms, your booking, or our services:

• Email: info@kentessexremovals.co.uk
• Hotline: 07932027919
• Address: Amwell Street, Islington, London EC1R-1UR, United Kingdom