Keep Moving Terms and Conditions
These Terms and Conditions set out the basis on which Keep Moving provides removal, transport, packing and related services within the United Kingdom. By making a booking, confirming a quote, using our services, or allowing our staff to access your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the individual, business, or organisation that requests, books or pays for the services.
Services means any removal, relocation, packing, unpacking, loading, unloading, transport, storage, or related services provided by Keep Moving.
Goods means the items, furniture, personal possessions, equipment or other property that we are asked to handle, move, transport or store.
Agreement means the contract formed between Keep Moving and the Customer, consisting of these Terms and Conditions and any written quotation or booking confirmation issued by us.
2. Scope of Services
Keep Moving provides removal and related services within the United Kingdom, including domestic household moves, small office moves, man and van services, transport of items, and limited packing or unpacking services where agreed in advance. Any additional services must be agreed in writing prior to the service date and may incur extra charges.
We reserve the right to refuse to move or handle any Goods that we reasonably believe to be unsafe, illegal, excessively heavy, or otherwise unsuitable for transport, including but not limited to hazardous or prohibited items under applicable law and regulations.
3. Booking Process
Bookings can be made following an enquiry and acceptance of a quotation issued by Keep Moving. A booking is only confirmed when we have provided written confirmation, which may be by electronic means, and any required deposit has been paid by the Customer.
At the time of booking, the Customer must provide accurate information including the collection and delivery addresses, property type and access details, dates and times, an accurate description and estimated volume of Goods, and any special requirements such as dismantling, reassembly, or packing services.
Quotations are based on the information provided by the Customer. If the information is inaccurate, incomplete or changes, we may adjust the charges to reflect the actual work required. We reserve the right to revise or withdraw a quotation if the scope of work differs from that originally described.
Quotations are normally valid for a limited period specified at the time of issue. If no period is specified, quotations will be valid for 30 days from the date of issue, unless withdrawn earlier.
4. Access and Customer Responsibilities
The Customer is responsible for ensuring that adequate access is available at both collection and delivery addresses on the agreed dates and times, including parking arrangements, access to lifts or stairwells, and any required permissions from property owners, local authorities or management companies.
The Customer must arrange any necessary parking permits or authorisations in advance. If we incur parking charges or penalties while carrying out the Services due to circumstances beyond our control, the Customer will be liable for these costs.
The Customer is responsible for preparing the Goods for removal, including appropriate packing, securing of loose items, and disconnection of appliances unless we have specifically agreed to provide packing or disconnection services. Fragile or high value items must be clearly identified to our staff before loading.
The Customer must ensure that Goods are ready for collection at the agreed time and that all items intended for removal are clearly separated from those not to be moved. We are not responsible for items left behind or taken in error where items have not been clearly identified.
5. Payments and Charges
Charges will be stated in our quotation or booking confirmation and are normally based on factors such as distance, time, vehicle size, number of staff required, and volume or weight of Goods. Additional charges may apply for unusual access, delays, waiting times, extra labour, packing materials, or changes requested on the day of service.
Unless otherwise agreed in writing, a deposit may be payable at the time of booking to secure the date and time. The balance of the charges is usually due on or before the service date and must be settled in accordance with the payment terms communicated in advance.
We reserve the right to refuse to commence or continue Services if payment has not been received in line with the agreed terms. Late payments may incur interest or administrative fees as permitted by applicable law.
All prices are quoted in pounds sterling and are exclusive of any applicable taxes or charges that may be imposed by law, unless explicitly stated otherwise. Where applicable, such taxes will be added to the total amount due.
6. Cancellations and Changes
If the Customer wishes to cancel or reschedule a booking, we must be notified as soon as reasonably possible. Any cancellation or change may be subject to charges depending on the amount of notice provided.
Where cancellation occurs more than a specified number of working days before the service date, as indicated in the quotation or booking confirmation, we may in our discretion refund part or all of any deposit paid, less any reasonable administrative costs. Where cancellation occurs within a shorter notice period, we may retain all or part of the deposit and may charge a proportion of the quoted price to reflect costs incurred and loss of opportunity.
If we are unable to perform the Services on the agreed date due to circumstances beyond our reasonable control, including but not limited to severe weather, accidents, road closures, mechanical breakdown, staff illness, or legal restrictions, we will seek to rearrange the service at the earliest convenient time. In such cases, our liability will be limited to rescheduling the service or, if rescheduling is not possible, refunding any payments already made for Services not performed.
We reserve the right to cancel a booking at any time if the Customer is in breach of these Terms and Conditions, if providing the Services would be unsafe or unlawful, or if the Customer behaves in an abusive or threatening manner towards our staff. In such circumstances, we may retain all or part of any payments already made to cover costs incurred.
7. Customer Conduct and Safety
The Customer must ensure that our staff can carry out their work in a safe environment, free from unnecessary hazards. This includes making sure that walkways and stairways are clear, pets are controlled, and that the premises comply with basic health and safety standards.
The Customer or their representatives must not instruct our staff to carry out any action that is unsafe, illegal, or outside the scope of the agreed Services. We may refuse to follow instructions that pose a risk to safety, property or staff.
During the provision of the Services, the Customer should not interfere with the loading, unloading, or securing of Goods. Our staff must be allowed to carry out their work without obstruction. We are not responsible for any injury or damage caused where the Customer fails to follow reasonable safety instructions given by our staff.
8. Liability for Loss or Damage
We will exercise reasonable care and skill when handling, loading, transporting and unloading the Goods. However, our liability for loss or damage is subject to the limitations set out in this Agreement and applicable law.
We will not be liable for loss or damage arising from inherent defects, flaws or vulnerabilities in the Goods, normal wear and tear, or pre-existing damage. Nor will we be liable for loss or damage caused by the defective or inadequate packing of items where packing was not carried out by us, or where cartons or containers were not properly secured by the Customer.
We will not be liable for damage to goods packed by the Customer, cash, jewellery, precious metals, stones, documents, data, electronic records, perishable goods, plants, animals, or any item of exceptional value or rarity, unless we have expressly agreed in writing to accept responsibility for such items and they have been separately itemised and declared in advance.
Our liability for loss of or damage to Goods, where established, will normally be limited to the reasonable cost of repair or replacement of the affected item, taking into account its age, condition and market value, and subject to any limitations or exclusions stated in our quotation or booking confirmation. We may also offer, or require the Customer to arrange, suitable insurance cover for certain types of moves or items.
We are not liable for indirect or consequential losses, including loss of profits, loss of income, loss of business, loss of opportunity, or emotional distress, even if such losses were foreseeable.
Where damage occurs to property, including buildings, fixtures or fittings, as a direct result of our negligence, our liability will be limited to the reasonable cost of repair, subject to evidence of the damage and any applicable exclusions.
9. Claims and Time Limits
If the Customer believes that loss or damage has occurred to Goods or property in connection with the Services, they must notify us as soon as reasonably practicable. Visible damage should be reported on the day of the move whenever possible.
Any claim must be submitted within a reasonable period from the date of service. We may specify a particular time limit in our booking confirmation. If no period is specified, claims should normally be made in writing within seven days of the completion of the Services. Claims made outside of this period may not be considered unless the Customer can demonstrate that it was not reasonably possible to notify us earlier.
The Customer must provide reasonable evidence to support any claim, including photographs, descriptions of the damage, and proof of value where appropriate. We may inspect the damage or request access to the affected Goods or property before agreeing any remedy.
10. Waste Regulations and Disposal
Where our Services include the removal and disposal of unwanted items, we will comply with relevant UK waste and environmental regulations. We will only transport and dispose of waste through lawful and properly licensed methods.
The Customer must not request us to dispose of hazardous waste, controlled substances, or items that require specialist handling under environmental or safety regulations, unless this has been agreed in advance and proper arrangements have been made. Such items may include chemicals, solvents, asbestos, gas cylinders, explosives, medical or biological waste, and certain electrical or electronic equipment.
The Customer confirms that any items presented to us for disposal are their property and that they have the right to authorise disposal. We are entitled to rely on this confirmation and accept no responsibility for any third party claims arising from the disposal of items in good faith.
We reserve the right to refuse to take items for disposal where we believe that doing so would breach regulations, pose a safety risk, or exceed the scope of our waste carrying authorisations.
11. Delays and Events Beyond Our Control
We will use reasonable efforts to carry out the Services on the agreed date and within a reasonable timeframe. However, we are not responsible for delays or failure to perform caused by events beyond our reasonable control. Such events may include adverse weather, traffic congestion, road accidents, roadworks, vehicle breakdown, industrial action, public emergencies, or restrictions imposed by public authorities.
If an event beyond our control occurs, we will notify the Customer as soon as reasonably practicable and take reasonable steps to minimise the impact. Our obligations will be suspended for the duration of the event, and time for performance will be extended by a period equal to the delay.
Where significant delay makes the performance of the Services impossible or impractical, either party may terminate the Agreement in respect of any Services not yet performed. In such circumstances, the Customer will be entitled to a refund of any payments made for Services that have not been provided, less any reasonable costs already incurred.
12. Insurance
Keep Moving maintains insurance cover appropriate to the nature of its business, in line with industry practice and applicable legal requirements. Details of insurance cover, including any key exclusions or limitations, may be provided on request.
The Customer is advised to maintain their own household, contents, or business insurance for their Goods, and to check with their insurer whether cover applies during removal and transit. Additional or specialist insurance may be advisable for high value or fragile items.
13. Data Protection and Privacy
We collect and process personal data relating to Customers for the purpose of providing the Services, administering bookings, processing payments, and complying with legal obligations. We handle such data in accordance with applicable data protection laws in the United Kingdom.
Personal data may include names, addresses, contact details, service details and payment information. We will not sell or unlawfully disclose personal data to third parties. We may share personal data with trusted partners or service providers where necessary for the performance of the Services or as required by law.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of our Services, they should raise the issue with us as soon as possible so that we have an opportunity to address it. We will aim to investigate and respond to complaints promptly and fairly.
If a dispute cannot be resolved amicably, either party may seek to resolve it through mediation or other alternative dispute resolution methods where appropriate, before resorting to legal proceedings.
15. Variation and Severability
We may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Agreement. Any variation to these Terms and Conditions must be agreed in writing and signed or expressly accepted by an authorised representative of Keep Moving.
If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be severed from the remaining terms, which will continue in full force and effect.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
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, the Agreement, or the Services, whether of a contractual or non-contractual nature.
By proceeding with a booking or using our Services, the Customer confirms that they have read, understood and agreed to be bound by these Terms and Conditions.
