Terms of use and service conditions

1. Definitions

• “We”, “us”, “our”: RK Removals and any authorised crew, subcontractors, or agents acting on our behalf.
• “You”, “your”: the visitor to this website or the customer instructing services.
• “Goods”: items entrusted to us for transport, handling, or storage as agreed.
• “Services”: removals, carriage, handling, packing, storage, or related logistics we accept to perform.

2. Website use

The website is intended to inform you about our capabilities and to help you prepare a factual briefing, including indicative route distance between addresses you enter. Distances, maps, and illustrative timings are planning aids only. They do not constitute an offer capable of acceptance and may differ from measured on-site assessments, permitted routes at the time of travel, or traffic conditions.

You agree not to misuse the website, including by attempting unauthorised access to our systems, introducing malware, scraping in a manner that degrades service, or using automated means to submit bulk enquiries that do not represent genuine intent.

3. Quotations and formation of contract

Any price indication, estimate, email summary, or oral indication provided before move day is an invitation to treat unless expressly stated otherwise in writing. A binding contract for a specific service package, date range, and charge typically arises when we confirm acceptance in writing (including email) and you accept the material terms, or when you pay a required deposit with acknowledgement from us, as explicitly stated in the confirmation. Until that point, either party may decline to proceed.

Quotation validity periods, scope of volumes, crew size, vehicle type, ferry or toll assumptions, and surcharge triggers will be stated in the written quotation where practicable. Changes to access, volume, timing, or route after a quote may require a revised fee.

4. Your responsibilities

You agree to provide accurate information about addresses, access, prohibited or restricted items, parking, permits, and any factor affecting safety or timing. You are responsible for securing appropriate permission to enter premises and for arranging suitable parking or loading bays unless we have expressly contracted to procure permits on your behalf.

You must notify us in advance of heavy items (for example pianos, safes), fragile high-value pieces, fine art, or loads requiring specialist equipment so we can plan crew, equipment, and insurance alignment. Concealing hazards or misrepresenting weight and dimensions may void protections or trigger additional charges.

5. Goods we may refuse or treat separately

Unless we have explicitly agreed in writing, we may refuse or require separate arrangements for items that are illegal, unsafe, unstable, excessively hazardous, perishable in a manner that causes unreasonable risk, or outside the vehicles or licences we hold. Examples can include unboxed sharp materials, certain chemicals, live animals (beyond agreed pet transport), and cash or jewellery beyond nominal amounts, depending on local law and insurer conditions.

6. Packing and preparation

Where packing is performed by you, goods are carried at your risk for packing defects unless we explicitly inspect, repack, or document acceptable standards. Where we provide packing services, we will follow the agreed scope. Open-top loads or owner-packed containers not sealed to a professional standard may limit remedy availability under carrier or insurance arrangements.

7. Payment

Payment milestones, invoicing currency, methods, and late-payment interest or suspension rights will be set out in your booking confirmation or invoice. Time for payment is of the essence where stated. If you dispute part of an invoice, you still pay the undisputed portion by the due date while the dispute is investigated in good faith.

8. Cancellations and postponements

Cancellation or postponement charges may apply to reflect committed crew, vehicle, ferry bookings, or opportunity cost. Industry-standard notice thresholds and fee percentages may be set out in your confirmation. Where legislation on consumer contracts grants you cooling-off rights for distance sales, those rights apply only to the extent mandated for the type of contract you have concluded with us.

9. Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including death or personal injury caused by negligence where such limitation is void, or liability for fraud. Subject to that:

• Our aggregate liability for loss or damage arising in connection with a booked job may be capped by reference to the contract price, statutory carriage regimes where they apply, and/or separate insurance arrangements you and we agree.
• We are not liable for purely economic losses (for example lost profits) beyond sums typically recoverable for breach of contract in this sector unless expressly agreed in writing.
• We are not liable for delays or failures caused by events outside reasonable control, including severe weather, road closures, strikes, ferry disruptions, export or customs processing, or instructions from authorities.

Goods in transit insurance may be arranged in accordance with our separate insurance information page and your written instructions. Coverage limits, excesses, and exclusions follow insurer policy wordings.

10. Intellectual property

Unless otherwise indicated, text, layout, branding, and assets on this website are owned by us or licensed to us. You may view and temporarily cache pages for personal, non-commercial use. You must not reproduce, sell, or redistribute substantial portions without consent.

11. Complaints

We aim to resolve operational issues fairly. Address complaints in writing to hello@rkremovals.com with sufficient detail and any reference numbers. We will acknowledge receipt within a reasonable period and investigate diligently.

12. Governing law and jurisdiction

These terms and any dispute arising from them or from our services, to the extent not mandatorily governed otherwise, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rights you may have as a consumer in your country of residence that cannot be waived by contract.

13. Contact

Commercial and legal notices: hello@rkremovals.com. Registered company details, if applicable, appear on invoices and contractual documents you receive for booked work.