These conditions explain the rights, obligations, and responsibilities of all parties to this Agreement. Where we use the word ‘you’ or ‘your’ it means the Customer: ‘we’, ‘us’ or ‘our’ means the Remover. These terms and conditions can be varied or amended subject to prior written agreement. Your attention is drawn to Clauses 11, 12, 13, and 14 which limit our liability and you should therefore consider specialist insurance to cover your goods or premises. We are able to provide such insurance on your behalf under our master policy. Insurance will form a separate Agreement to these Terms and Conditions.

    1. Our quotation/estimate is valid for fourteen days and is subject to availability of resources. All quotations are provided as an estimate unless specified as a fixed price job. We will endeavour to complete the work in the estimated time, but any additional chargeable hours will be included in the final price. Our quotation, unless otherwise stated, does not include insurance, customs duties and inspections or any other fees or taxes payable to government bodies. We may amend Our quotation/estimate if:
      1. Our quotation/estimate is not accepted within fourteen days or You ask Us to carry out additional Work in which case We will provide You with a further quotation/estimate; or
      2. Additional Goods, are included in the Work. You must advise Us as soon as possible if You wish Us to include additional Goods. We will advise You of any price increase. The additional Goods will not be included in the Work until We have agreed a price with You; or
      3. Stairs, lifts, windows or doorways are inadequate for the free movement of the Goods without risk of damage or injury or the use of mechanical equipment or structural alteration, or the approach road or drive is unsuitable for Our vehicles and/or containers to load/unload within 20 meters of the doorway, or We are asked to collect or deliver above ground or first upper floors; or
      4. Delays resulting while waiting for keys on fixed price jobs will be charged at an additional cost price; or
      5. Items packed by You have not been packed to a reasonable standard for fixed price jobs; or
      6. Goods are handed to You from store or You require access to Your Goods whilst they are in store; or
      7. The Work is carried out on a evening, or public holiday; or
      8. Our overheads or operational costs go up as a result of increases in but not limited to taxes, road or other tolls, fuel, or any other costs or expenses outside Our control.
      9. There is a 2 hour minimum on all jobs (Monday – Friday 0700 – 1800hrs), 3 hrs on Saturday’s and 4 hours on Sunday’s and Public Holidays or work between 0800 – 1800hrs. After the minimum period, rates are charged in 15 min increments.
      10. Quotations/Estimates include only the specified work to be undertaken. Any additional work such as moving goods into and out of storage on separate days are charged at the standard hourly rate as independent jobs, unless specified in the written quotation/estimate.
      11. Our Staff maybe required to conduct a short break for a ‘reasonable period’ whilst working depending on the nature and length of the job for health and safety requirements. Where a day rate is stated in the quotation/estimate 30 minutes of this time will be allocated as a break for our staff for health and safety requirements. If the job is over 9 hours, a 30 min break will be allocated every 6 hours. All break time is chargeable.
      12. Where a day rate is stated in the quotation/estimate this is only valid for work for the full 9 hours.
      13. Should factors outside our control cause the service to take longer than the estimated/fixed rate time, additional charges may occur.
      14. Where a job requires any additional packing materials or resources such as a hoist, sash window removal, piano removal or labour etc as a result of information NOT being provided or agreed prior to commencement of a job will be charged at the applicable rate unless explicitly included in the agreed quotation or in writing by Kiwi Movers.
      15. This quote is based on having access to the new property from the agreed start time.
      16. Unless otherwise agreed between both parties in writing before the move date this quote is based on having to vacate the current property by 2pm.
      17. Owner Self Packs: This quotation may be subject to review if additional packing or delays result if the owner self-packed items are not ready at the agreed start time of the move.
      18. Unless the result of negligence on our behalf, we are not liable for any costs incurred by the client and other parties resulting from delays in moving out of the current property.
      19. Container storage will include a minimum charge of £15 + VAT per container for each container coming out of store and for inspections.
      20. We reserve the right to withdraw our services if the job site is unsafe or unhygienic. If we are unable to complete a service due to unsafe work conditions outside of our control, the full quoted labour cost will be charged plus any additional costs incurred.
    1. Unless agreed otherwise in writing before the date of this quotation, our price does not include:
      1. Open or resealed paints, oils, lubricants or other materials deemed unsafe for transport or storage by our staff,
      2. Fitments and fixtures
      3. Disconnecting and connecting domestic or other appliances and fittings
      4. Taking up or laying fitted floor coverings
      5. Moving loaded freezers or refrigerators
      6. Moving storage heaters not dismantled or any other items We specifically exclude in writing. Should you wish to move such items, we recommend that you seek advice from the manufacturer, retailer, or other suitability qualified person.
    2. We will not move goods from or to a loft/attic unless the loft/attic is properly lit, floored and has a safe means of entry or exit.
    3. We will not dismantle or assemble garden furniture and equipment including, but not limited to:
      1. sheds, greenhouses, garden shelters, outdoor play equipment and satellite dishes without the consent of management.
    4. If any of our employees carries out such Work, at your request, and without our prior written agreement, they do so without our authority and outside the terms of their employment with us. We shall not be liable for any loss or damage which may occur in carrying out such Work. If any of our employees carries out such Work, at your request, with our prior written agreement we take no responsibility if these do not function correctly on reconnection, unless there is visible physical damage to the item resulting from the move.
    1. It will be your sole responsibility to:
      1. Declare to us, in writing, the value of the goods being removed and/or stored. If it is subsequently established that the value of the goods removed or stored is greater than the actual value you declare, you agree that our liability under clause 11.1 and 11.2 will be reduced to reflect the proportion that your declared value bears to their actual value.
      2. Arrange adequate insurance cover for the goods submitted for removal transit and/or storage, against all insurable risks as our liability is limited under clauses 11.1 and 11.2.
      3. To be present or represented throughout the removal to ensure that nothing that should be removed is left behind and nothing is taken away in error. It is the client responsibility for ensuring the premises are checked before our staff leave the pickup address. Items left behind will be delivered at the clients’ expense. We are not liable for any costs incurred by the client and other parties.
      4. To arrange proper protection for goods left in unoccupied or unattended premises or where other people such as tenants or workmen are or will be present. If you fail to protect your goods we shall not be liable for any loss or damage;
      5. To empty and defrost refrigerators and freezers and to make alternative transport arrangements for their contents. We shall not be liable for damage to any freezer or refrigerator or its contents which results from the freezer or refrigerator being moved partially or fully loaded, nor for any illness or deterioration in such contents resulting from a change in temperature;
      6. To make sure that all domestic and garden appliances, including but not limited to washing machines, dishwashers, hosepipes, petrol lawnmowers, are clean and dry and there is no residual fluid left in them;
      7. To pay for any parking or meter suspension charges which we incur whilst carrying out work for you. We advise that if you are unsure of the parking requirements that you contact the local council; our 3.5t trucks require 2 parking bays (10m allocation). Up to 5 parking bays can be required for bigger vehicles. Any parking infringements incurred during the move will be added to your bill with an additional 10% fee for administration.
    2. 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.
    1. Unless previously agreed in writing by a director or other authorized company representative, the following items must not be submitted for removal or storage and will under no circumstances be moved or stored by us. The items listed under (4.1.1) below may present risks to health and safety and of fire. Items listed under (4.1.2) to (4.1.6) below carry other risks and you should make your own arrangements for their transport and storage.
      1. Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms and ammunition.
      2. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or collections of any similar kind.
      3. Plants or goods likely to encourage vermin or other pests or to cause infestation or contamination.
      4. Perishable items and/or those requiring a controlled environment.
      5. Any animals, birds or fish.
      6. Goods which require special licence or government permission for export or import.
    2. If we do agree to remove such goods, we will not accept liability for loss or damage unless we are negligent or in breach of contract, in which case all these conditions will apply. If you submit such goods without our knowledge we will make them available for your collection and if you do not collect them within a reasonable time we will apply for an appropriate court order to dispose of any such goods found in the consignment without notice. You will furthermore pay to us any charges, expenses, damages, legal costs or penalties incurred by us.
    1. By entering into this Agreement, you guarantee that:
      1. The goods to be removed and/or stored are your own property, or
      2. The person(s) who own or have an interest in them have given you authority to make this contract and have been made aware of these conditions.
      3. You will pay us for any claim for damages and/or costs brought against us if either warranty (5.1.1) or (5.1.2) is not true.
    1. Unless otherwise agreed differently in writing, payment is due;
      1. A minimum 50% deposit will be taken at the time of booking for all jobs (fixed price and hourly). For Local Domestic UK work (within 30 miles of the M25) the balance of the estimated amount will be pre-authorised at least one working day before the job start date. Final payment (including any extra charges) will be processed strictly on the day of the job (or the end of each day for jobs over multiple days) for estimated jobs. Full payment is required 5 working days in advance of the job date for Fixed Price jobs. For International Shipping (EU or Worldwide) or Long Distance (30 miles or more from the M25) full payment will be taken at the time of booking. We reserve the right to take full payment before the start of any job.
      2. You may not withhold any part of the agreed price. Payment is due on receipt of invoice.
      3. Commercial work will be invoiced as agreed in writing by Kiwi Movers management.
      4. Any payment queries must be directed to head office on the day of the move; our removals staff do not have the authorisation to amend quotations or sum due.
      5. There is a minimum disposal charge of (OPTION A) £100.00 (flat fee per half tonne) or (OPTION B) £50.00 (flat fee per 300kgs) for goods going to the waste disposal facility, plus hourly standard labour rates.
      6. We do not accept cheques, cash, AMEX or Diners cards.
      7. All storage is paid one month in advance.
      8. VAT will be added to the cost of the service provided at the prevailing rate.
      9. By providing your card details you are agreeing to your card being automatically debited on completion or before the start of the job for the final amount based on the final time worked, materials used and any other associated costs.
      10. Container storage will include a minimum charge of £15 + VAT per container for each container coming out of store and for inspections.
    1. By agreeing to undertake any services offered by Kiwi Movers Ltd, we incur costs in preparing for it and also lose the opportunity to undertake further work that would use the same resources. Because of this, we may suffer loss if you cancel this contract or postpone its performance. The amount we will potentially lose will depend upon when cancellation and/or postponement occur. If you postpone or cancel this Agreement, we will charge you according to how much notice is given. “Working days” refer to the normal working week of Monday to Friday and excludes weekends and Public Holidays.
      1. More than 10 working days before the service was due to start: No charge.
      2. Between 6 and 10 working days inclusive before the service was due to start: not more than 30% of the quotation.
      3. Between 1 (but not less than 24hrs) and 5 working days before the service was due to start: not more than 60% of the quotation.
      4. Within 24 hrs notice before the service was due to start: 100% of the agreed quotation.
    2. We reserve the right to cancel or postpone a job if the payment terms at Para 6.1.1 are not met. Standard cancellation and postponement terms apply.
    1. You agree that we may;
      1. Interchange the Goods between vehicles and warehouses or other premises at any time;
      2. Select the route and the means by which the Goods shall be carried or stored;
      3. Extra fuel charges may be applied per mile when travelling outside the M25 and/or Greater London.
      4. Extra per vehicle payment at the current applicable rate if travelling via the congestion charge & ULEZ charge zones.
      5. Job arrival times are estimated. Although we do our best to be on time, circumstances out of our control may cause delays, we do not offer discounts for lateness.
    1. If you select to use Kiwi Cleaning, You agree to the following:
      1. The customer must ensure that all belongings are completely moved out - an additional minimum £35 may be charged if this is not the case
      2. If you cancel your cleaning appointment less than 48 hours prior to the scheduled time, we will charge you a minimum of a £50 cancellation fee.
      3. If the customer is more than 15 minutes late a late fee may apply.
      4. If your property is situated within the London Congestion Zone or ULEZ, an £15.00 and/or £12.50 fee will be added to your final bill.
      5. The customer is to ensure that our cleaners have hot running water and electricity in order for them to clean properly.
      6. If ladders are required then this must be stated at booking.
      7. Fridges and Freezers should be emptied and defrosted 48hrs prior to our arrival and turned off so we can clean them.
      8. End of tenancy cleaning does not include the cleaning of ceilings, curtains, carpets and upholstery nor does it include washing up or laundering, if you require these services please notify the office on booking so this can be added in to our quote.
      9. If our cleaners have to pick up keys from a third party address prior to starting work, there will be an additional minimum £10 charge.
      10. We require a parking space for one vehicle, or metered parking is to be paid by the client in order for us to carry out our End of Tenancy Cleaning service.
      11. Should a complaint arise, Kiwi Movers is to be informed within 24 hours where we will be happy to sort out any issues, any complaints after this time will not be considered.
      12. Any additional works must be authorised by the office first.
    1. Other than by reason of our negligence or breach of contract, we will not be liable for delays in transit.
    2. Other than by reason of our negligence or breach of contract, we will not be liable for delays in collection for air freight or excess baggage services. Any collection times or dates by third party couriers quoted by Us are estimated and based upon information known to Us at the time.
    3. If through no fault of Ours we are unable to deliver your goods, we will take them into store. The Agreement will then be fulfilled and any additional service(s), including storage and delivery, will be at Your expense.
    4. Any transit times quoted by Us are estimated and based upon information known to Us at the time. Transit times may vary due to a number of factors outside Our control including but not limited to changes in sailing or departure dates made by the freight/shipping/airline/courier company, changes in the routes used by the freight/shipping/airline/courier company and port congestion. We will advise You of any material changes to the transit times as soon as We become aware. We will not be liable for any loss or damage incurred by You as a result of delays in transit time unless directly attributable to Our negligence or breach of contract.
    5. We will use our reasonable endeavours to provide you with up to date information to assist you with the import/export of your goods. Information on such matters as national or regional laws and regulations which are subject to change and interpretation at any time is provided in good faith and is based upon existing known circumstances. It is your responsibility to seek appropriate advice to verify the accuracy of any information provided.
    1. Our liability for loss or damage is limited, as set out in clause 11.1.1 below. Alternatively, you may request us to increase our liability, as set out in clause 11.1.2 below:
      1. In the event of our negligence or breach of contract resulting in loss of or damage to your goods, we will pay a sum equivalent to the cost of their repair or replacement whichever is the smaller sum up to a maximum of £40 for any one item (see below), or
      2. Prior to the commencement of work and subject to our having received your itemized valued inventory (see 3(3.1.1)) we may agree to increase our liability, for an additional charge. We will not unreasonably withhold consent to such a request. This is not insurance cover and you are strongly advised to accept the insurance offered in our quotation, or if arranging insurance cover yourself, you are advised to show this contract to your insurance company.
    2. For goods destined to, or received from a place outside the United Kingdom
      1. We will accept liability for loss or damage
        1. arising from our negligence or breach of contract whilst the goods are in our physical possession, or
        2. whilst the goods are in the possession of others if the loss or damage is established to have been caused by our failure to pack the goods to a reasonable standard where we have been contracted to pack the goods that are subject to the claim. In either circumstance clause 11.1.1 and 11.1.2 above will apply.
      2. Where we engage an international transport operator, shipping company or airline to convey your goods to the place, port or airport of destination, we do so on your behalf and subject to the terms and conditions set out by that carrier.
      3. If the carrying vessel/conveyance, should for reasons beyond the carrier’s control, fail to deliver the goods, or route them to a place other than the original destination, you have limited recourse against the carrier, and may be liable for General Average contribution (e.g. the costs incurred to preserve the vessel/conveyance and cargo) and salvage charges, or the additional cost of onward transmission to the place, port or airport of destination. These are insurable risks and it is your responsibility to arrange adequate marine/transit insurance cover.
      4. We do not accept liability for goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies unless we have been negligent or in breach of contract.
    3. For the purposes of this Agreement an item is defined as:
      1. The entire contents of a box, parcel, package, carton, or similar container; and
      2. Any other object or thing that is moved, handled or stored by us.
    1. Because third party contractors are frequently present at the time of collection or delivery our liability for loss or damage is limited as follows:
      1. If we cause loss or damage to premises or property other than goods for removal as a result of our negligence or breach of contract, our liability shall be limited to making good the damaged area only.
      2. If we cause damage as a result of moving goods under your express instruction, against our advice, and where to move the goods in the manner instructed is likely to cause damage, we shall not be liable.
      3. If we are responsible for causing damage to your premises or to property other than goods submitted for removal and/or storage, you must note this on the worksheet or delivery receipt as soon as practically possible or within a reasonable time. This is fundamental to the Agreement.
    1. Other than as a result of our negligence or breach of contract we will not be liable for any loss, damage or failure to produce the goods if caused by any of the following circumstances
      1. By fire howsoever caused
      2. By war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, Act of God, third party industrial action or other such events outside our reasonable control.
      3. By normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances.
      4. By moth or vermin or similar infestation.
      5. By cleaning, repairing or restoring unless we arranged for the work to be carried out.
      6. By change to atmospheric or climatic conditions. OR
      7. For any goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not both packed and unpacked by us.
      8. For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damage.
      9. For any goods which have a pre-existing defect or are inherently defective.
      10. For animals and their cages or tanks including pets, birds or fish.
      11. For plants
      12. For perishable items and/or those requiring a controlled environment.
      13. For items referred to in Clause 4.
      14. For damages or costs resulting indirectly from, or as a consequence of, loss, damage, or failure to produce the goods including but not limited to loss of use or amenity.
    2. No employee of ours shall be separately liable to you for any loss, damage, mis- delivery, errors or omissions under the terms of this Agreement.
    3. Our liability will cease upon handing over goods from our warehouse (see Clause 14.2 below).
    1. For goods which we deliver, you must notify us in writing of any visible loss, damage or failure to produce any goods at the time of delivery.
    2. If you or your agent collect the goods, you must notify us in writing of any loss or damage at the time the goods are handed to you or your agent.
    3. Notwithstanding clauses 11, 12 and 13 we will not be liable for any loss of or damage to the goods unless a claim is notified to us, or to our agent or the company carrying out the collection or delivery of the goods on our behalf, in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven (7) days of delivery of the goods by us.
    4. The time limit for notifying us of your claim may be extended upon receipt of your written request provided such request is received within seven (7) days of delivery. Consent to such a request will not be unreasonably withheld.
    1. If our charges are not met in full on the due date interest will be payable at 3% above the base rate of HSBC Plc. on all monies outstanding. Failure to pay within 7 days will result in proceedings through the County Courts to recover the full amount outstanding plus interest and any associated court or administration costs.
    2. If our charges are not paid; any goods in our possession or custody will be removed to store and retained until payment is made. We shall be entitled to charge for storing these goods. Any administration charges, costs, storage charges, legal costs and expenses incurred in removing them to or from store will be met by you. All charges must be paid in full before the goods can be released.
    3. STORAGE. If your storage account invoice goes over 21 days late, a 10% fee is automatically added to the account.
    4. LIEN (“Lien’’ means the right to hold property until a debt is paid in full). We shall have a general or particular lien upon all goods in our possession for all money you owe us or for expenses incurred by us and for payments we make on your behalf. If some of the goods have been delivered, removed, dispatched, or sold, the general lien shall apply to any goods that remain in our possession. We shall be entitled to charge warehouse rent and all other expenses whilst we maintain a lien on the goods, all these Conditions shall continue to apply to them.
    5. END OF AGREEMENT/POWER OF SALE In the event of more than 30 days storage being outstanding We may give You 14 written days’ notice requiring you to remove all goods from our care, control or custody and pay all debts due. If you do not remove the goods we may sell or otherwise dispose of all or part of them without further notice. Any proceeds of sale will be credited to your storage account or against any other payments due to us from you. You will be responsible for any costs incurred by us in selling or disposing of the goods. Any surplus proceeds will be paid to you without interest.
    1. As a Which? Trusted Trader we have a range of support services available to us and our customers. One of these services is access to an independent Alternative Dispute Resolution (ADR) service, which enables our customers to seek an impartial review of a complaint in the unlikely event that we are unable to resolve it between ourselves. This is a free service for the customer, offered by Dispute Resolution Ombudsman, an approved government scheme. Further information about the Ombudsman can be found at or by telephoning them on 0333 241 3209. Alternatively, in the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders in the first instance on 0117 981 2929.
    2. This does not prejudice your right to commence court proceedings.
    1. We reserve the right to sub-contract some or all of the work.
    2. If we sub-contract, then these conditions will still apply.

    This contract is subject to the law of the country in which the office of the company issuing this contract is situated.


    You must provide a postal and where possible email address to which all communications are to be directed and shall notify US in writing of any change. ALL communications to You will be treated as having been duly served and received by email on the day it is sent or 3 days after posting by first class if sent by post to the registered address or the address from which the last communication was received by Us; If We are unable to contact You at the address advised, You will be responsible for all costs we incur in establishing your whereabouts.


    Where we produce a list of your goods (inventory) or a receipt and send it to you, it will be accepted as accurate unless you write to us within 10 days of the date of our sending, or a reasonable period agreed between us, notifying us of any errors or omissions.


    Storage charges are subject to revision and You will be notified of any increase in writing 30 days before the increase comes into effect.


    Prior to accepting your personal effects into any of our storage facilities or partner facilities we will require a proof of ID (UK Drivers Licence or Passport Photo-page) along with a recent utility bill (no less than 3 months old) to be held on file from You for the duration of your storage with Us.

    1. Termination by Us: If payment due from You is not in arrears We may end this Agreement by giving You 30 days notice.
    2. Termination by You: You must give Us at least 7 clear Working days’ notice in writing. If We are able to agree to the release of Goods earlier we will do so.

    To protect your privacy and personal information, Kiwi Movers will not loan, rent or sell to any third parties any personal details that have been passed on to us without explicit prior permission. Personal information provided by you when making a booking is shared only with our company`s departments to facilitate the process.


    By providing any debit or credit card details and or the deposit or payment in full is taken/paid or you accept our quotation verbally or in writing you are accepting ALL of Kiwi Movers Ltd Terms and Conditions. © Kiwi Movers Ltd 2024.