Terms and conditions
KNIGHTS OF SURREY LIMITED
TERMS AND CONDITIONS
These conditions explain the rights, obligation 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 condition can be varied or
amended subject to prior written agreement. Your attention is drawn to Clauses 8, 9, 10, 11 and 12, which set out cancelation
and payment terms as well as our limited liability to you for loss of or damage to goods and property. You are therefore
advised to consider specialist insurance to cover your goods or premises.
1. Our Quotation
1.1. Our quotation, unless otherwise stated, does not include custom duties and inspections or any other fees or taxes
payable to government bodies. We may change the price or make additional charges if circumstances are found to apply,
which have not been taken into account when preparing our quotation and confirmed by us in writing.
1.2. Our cost change because of currency fluctuation or changes in taxation or freight charges beyond our control.
1.3. The work is carried out on Saturday, Sunday or Public Holiday or outside normal hours (08.00 -17.00hrs) at your request
and subject to additional charges.
1.4. We have to collect or deliver goods at your request above the ground floor and first upper floor.
1.5. If you collect some or all of the goods from the warehouse, we are entitled to make a charge for handing them over.
1.6. Knights of Surrey Ltd will not be liable for any damage caused if we are asked to assist you with the dismantling and reassembly
of items of household furniture.
1.7. Knights of Surrey Ltd will not be responsible for any breakages as a result of either inadequate packing by the client or a
third party or the use of inadequate packing materials by the client or a third party.
1.8. Any visible loss, damage or failure to produce any goods must be noted at the time of delivery. We accept no
responsibility for loss or damage to property after the job is complete and our staff has left the property.
1.9. All day services allow for up to 8 hours of service, after which standard hourly rates will apply. Overtime is calculated at
£25 per hour per man.
1.10. We supply any additional services, including moving or storing extra goods (these conditions apply to such work).
1.11. The stairs, lifts or doorways are inadequate for free movements of the goods without mechanical equipment or
structural alteration, or the approach, road or drive is unsuitable for our vehicles and/or containers to load and/or unload
within 20 meters of the doorway.
1.12. We have to pay parking or other fees or charges in order to carry out services on your behalf.
1.13. There are delays or events outside our reasonable control, which increase or extend the resources or time allowed to
complete the agreed work.
1.14. In any such circumstances, adjusted charges will apply and become payable.
1.15. If the removal quotation is not a result of a home evaluation conducted by Knights of Surrey Ltd, it is the
customer's responsibility to provide detailed list of items to be packed, moved or stored. Absence of such list or
inaccurate information provided, can result in additional charges applied to the final bill on the day of the move.
1.16. It is the customer's responsibility to ensure all aspects of any move specifications have been disclosed, prior to accepting
quotation from Knights of Surrey Ltd. Knights of Surrey Ltd reserves the right to turn a customer down by refusing to
conduct the relocation, should we find inaccurate move specifications/details have been provided.
1.17. It is the customer's responsibility to be present at the time of service taken place and walk the property at the end of
the service to ensure nothing is left behind.
1.18. Knights of Surrey Ltd cannot take responsibility for any forgotten items and, should it be decided to extend the removal
service, standard charges will apply.
1.19. By confirming your acceptance of our quotation in writing, you are agreeing to enter into legal contract with Knights of
Surrey Ltd governed by our Terms & Conditions.
2. Work not included in our quotation
2.1. Unless agreed by us in writing, we will not:
2.1.1. Dismantle or assemble unit or system furniture (flat-pack), fitments or fittings
2.1.2. Disconnect, re-connect, dismantle or re-assemble appliances, fixtures, fittings or equipment.
2.1.3. Take up or lay floor coverings
2.1.4. Move items from a loft, unless properly lit and floored and safe access is provided.
2.2. Our staff are not authorised or qualified to carry out such work. We recommend that a properly qualified person is
separately employed by you to carry out these services.
3. Your responsibility
3.1. It will be your sole responsibility to:
3.1.1. Be present or represented during the collection and delivery of the removal.
3.1.2. Ensure authorized signature on agreed inventories, receipts, waybills, job sheets or other relevant documents by
way of confirmation of collection or delivery goods.
3.1.3. Take all reasonable steps to ensure that nothing that should be removed is left behind and nothing is taken away
3.1.4. Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as
(but not limited to) tenants or workmen are, or will be present.
3.1.5. Prepare adequately and stabilize all appliances or electronic equipment prior to their removal.
3.1.6. Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.
3.1.7. Provide us with contact address for correspondence during removal transit and/or storage of goods.
3.1.8. It is the customer's responsibility to ensure all aspects of any move specifications have been disclosed, prior to
accepting quotation from Knights of Surrey Ltd.
3.1.9. It is the customer's responsibility to ensure sufficient parking arrangements are in place prior to our arrival. Any
parking fees incurred by Knights of Surrey Ltd will be added to the customer's final bill.
3.1.10. It is the customer’s responsibility to disclose goods with existing defects, as such items are more likely to be
affected during the process of moving for which we do not accept responsibility.
3.1.11. 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.
4.1. Used packaging can be collected free of charge, after the move has been completed but it is not included in the removal
quotation and it is subject to our availability. We do not offer refunds for packing materials.
5. Our responsibility
5.1. It is our responsibility to deliver your goods to you, or produce them for your collection, undamaged. By “undamaged”
we mean in the same condition as they were in at the time when they were packed or otherwise made ready for
transportation and/or storage.
5.2. In the event that we have undertaken to pack the goods, or otherwise make them ready transportation and/or storage,
it is our responsibility to deliver them to you, or produce them for your collection, undamaged. Again, by “undamaged”
we mean in the same condition as they were in immediately prior to begin paced/made ready for transportation or
6. Goods not to be submitted for removal or storage
6.1. Unless previously agreed in writing by a director or other authorised company representative, the following items must
not be submitted for removal or storage and will under no circumstances be moved or stored with us. The items listed
under 6.1.1. below may present risks to health and safety or fire. Items listed under 6.1.2 to 6.1.3 below carry other risks
and you should make your own arrangements for their transport and storage.
6.1.1. Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items,
including gas bottles, aerosols, paints, firearms and ammunition.
6.1.2. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or goods or
collections of any similar kind.
6.1.3. Perishable items and / or those requiring a controlled environment.
6.1.4. Plants or goods likely to encourage vermin or other pests or to cause infestation or contamination.
6.1.5. Any animals, birds or fish.
6.1.6. Goods which require special licence or government permission for export or import.
6.1.7. 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.
7. Ownership of the goods
7.1. By entering into this agreement, you guarantee that:
7.1.1. The goods to be removed and / or stored are your own property, or
7.1.2. 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.
7.1.3. You will pay us for any claim for damages and / or costs brought against us if either warranty 7.1.1 or 7.1.2 is not
8. Charges if you postpone or cancel the removal
8.1. 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.
8.1.1. More than 10 working days before the removal was due to start: No charge
8.1.2. Between 7 and 5 working days inclusive before the removal was due to start: 25% of the total agreed removal
8.1.3. 5 or less working days inclusive before the removal was due to start: 50% of the total agreed removal charge.
8.1.4. Less than 48 hours of the agreed removal date: 75% of the total agreed removal charge.
8.1.5. On the day the work start of at any time after the work commences: 100% of the total agreed removal charge.
8.2. Any expenditure’s covered by Knights of Surrey Ltd prior to the removal such as parking suspensions, ferry bookings,
crate hire and machinery hire will be reclaimed by us on cancellation.
8.3. If there is a long delay (for example waiting for keys) there would be a charge of £60+ VAT per hour. This is very unusual
but can unfortunately occur.
8.4. All cancellations must be made in writing.
9.1. Unless otherwise agreed by us in writing:
9.1.1. DEPOSIT of 50% of the removal is required in order to reserve agreed moving dates. Priority over required dates is
given to bookings for which deposit has been received. Any changes to agreed moving dates are strictly subject to
9.1.2. BALANCE PAYMENT for our services is required in full by cleared funds on completion of the removal. It is the
customer’s responsibility to make arrangements for the balance payment before the team vacates the premises.
We accept, card payments (except American Express), cheques or bank transfers. It is the customer’s
responsibility to make arrangements for the final payment before our arrival.
9.1.3. Balance payments are not subject to claim resolution and must be received before any claims are processed. You
may not withhold any part of the agreed service price.
9.1.4. Delayed payments will be subject to 10% fee added to the total outstanding amount. Such fee will apply to any late
balance or storage payment received later than two working days after the completion of the removal.
9.1.5. Credit Card payments are subject to 3% handling fee.
10. Our liability for loss or damage
10.1. We do not know the value of Your goods therefore We limit Our liability to a fixed limit per item. The amount of liability
We accept under this agreement is reflected in Our charges for the work. Our liability for loss or damage is limited, as
set out in clause 10.1.1 below. Alternatively, you may request us to increase our liability, as set out in clause 10.1.2
10.1.1. Unless otherwise agreed in writing, in the event of our negligence or breach of contract resulting in loss of or
damage of goods, we will process a claim to cover cost of repair or replacement whichever is smaller sum.
10.1.1.1. Items of value up to maximum of £100 (for any one item) no excess required.
10.1.1.2. Items of value £100 up to a maximum of £500 (for any one item), the customer will be charged £100
excess for every claim.
10.1.1.3. Items of higher value £500 up to maximum of £2,000 the excess fee will be charged at £250 for every
10.1.2. Prior to the commencement of work and subject to our having received your itemised valued inventory, we may
agree to increase our liability, for an additional charge. We will not unreasonably withhold consent to such a
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.
10.1.3. For goods destined to or received from a third party:
10.1.3.1. We will only accept liability for loss or damage arising from our negligence or breach of contract whiles
the goods are in Our possession.
10.1.4. We do not accept liability for goods confiscated, seized, removed or damaged by Custom Authorities or other
10.1.5. For the purpose of this agreement an item is defined as:
10.1.5.1. The entire contents of a box. Parcel, carton or similar container; and
10.1.5.2. Any other object or thing that is moved, handled or stored by as a single item.
10.2. For goods destined to, or received from a place outside the United Kingdom
10.2.1. We will accept liability for loss or damage
(a) arising from our negligence or breach of contract whilst the goods are in our physical possession.
In such circumstance clause 10.1.1 and 10.1.2 above will apply.
10.2.2. 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
10.2.3. 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.
10.2.4. 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.
10.3. For the purposes of this Agreement an item is defined as:
10.3.1. The entire contents of a box, parcel, package, carton, or similar container; and
10.3.2. Any other object or thing that is moved, handled or stored by us.
11. Damage to the premises or property other than goods
11.1. Due to the fact that third party contractors are frequently present at the time of collection or delivery our liability for
loss or damage is limited as follows:
11.1.1. 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.
11.1.2. Should loss or damage occur as a result of our negligence an insurance claim can be made and the customer will
be charged £250 excess for every claim.
11.1.3. 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.
11.1.4. If we are responsible for causing damage to your premises or to property other than goods submitted for the
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.
11.1.5. Knights of Surrey Ltd will not be liable for any damage caused if we are asked to assist you with the dismantling
and re-assembly of items of household furniture. Should loss or damage occur as a result of our negligence an
insurance claim can be made and the customer will be charged £250 excess for every claim. Any items/property
with pre-existing damage, missing parts or incomplete, should be disclosed in advance, and cannot be claimed
through our insurance.
11.1.6. Knights of Surrey Ltd will not be responsible for any breakages as a result of either inadequate packing by the
client or a third party or the use of inadequate packing materials by the client or a third party.
11.1.7. Any visible loss, damage or failure to produce any goods must be noted at the time of delivery. We accept no
responsibility for loss or damage to property after the job is complete and our staff has left the property.
12. Exclusions of liability
12.1. 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
12.1.1. In respect of limited liability, we will not be liable for the loss of or damage to your goods as a result of fire or
explosion howsoever that fire or explosion was caused, unless we have been in breach of contract.
12.1.2. 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
12.1.3. In respect of standard liability and limited liability, other than as a result of our negligence or breach of contract
we will not be liable for any loss or damage to, or failure to produce the following goods:
12.1.4. Bonds, securities, stamps of all kinds, manuscripts and other documents or electronically held data records,
12.1.5. Perishable items and / or those requiring a controlled environment.
12.1.6. Furs exceeding £100 in value, jewellery, watches, precious stones and metals, money, coins, deeds.
12.1.7. In respect of standard liability and limited liability, other than as a result of our negligence or breach of contract
we will not be liable for any loss or damage to, or failure to produce the goods if caused by any of the following
12.1.8. 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.
12.1.9. By vermin, moth, insects, and similar infestation, damp, mould, mildew or rust.
12.1.10. By cleaning, repairing or restoring unless we arranged for the work to be carried out.
12.1.11. For animals and their cages or tanks including pets, birds or fish
12.1.12. 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.
12.1.13. Loss of or damage to china, glassware and fragile items unless they have been both professionally packed and
unpacked by our subcontractor or us. In the event of an accident involving an owner packed container where the
damage would have occurred irrespective of the quality of the packing, then our liability is limited to £100 or its
actual value, whichever is less.
12.1.14. For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment
unless there is evidence of external damage.
12.1.15. For any goods which have a pre-existing defect or are inherently defective.
12.2. No employee of ours shall be separately liable to you for any loss, damage, miss-delivery, errors or omissions under the
terms of this agreement.
12.3. Our liability will cease upon handing over goods from the warehouse or upon completion of delivery (see clause 13.2
13. Time limit for claims
13.1. For goods that we deliver, you must notify us in writing of any visible loss, damage or failure to produce any goods at
the time of delivery.
13.2. 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.
13.3. 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 no later than within seven (7)
working days of delivery of the goods by us.
14. Delays in transit
14.1. Other than by reason of our negligence or breach of contract, we will not be liable for delays in transit.
14.2. If through no fault of ours we are unable to deliver your goods, we will take them in to store. This agreement will then
be fulfilled and any additional service(s), including storage and delivery, will be at your expense.
15. Our right to hold the goods (lien)
15.1. We have a right to withhold and / or ultimately dispose of some or all of the goods until you have paid all our charges
and any other payments due under this or any other agreement. (See also clause 20). These include any charges that we
have paid out on your behalf. While we hold the goods you will be liable to pay all storage charges and other costs
incurred by our withholding your goods and these terms and conditions shall continue to apply.
16. Our right to subcontract the work
16.1. We reserve the right to sub-contract some or all the work.
16.2. If we sub-contract, then these conditions will still apply.
17. Route and Method
17.1. We have the right to choose the method and route by which to carry out the work.
17.2. Unless it has been specifically agreed otherwise in writing in our quotation, other space/volume/capacity on our vehicles
and / or the container may be utilised for consignments of other customers.
17.3. Knights of Surrey Ltd reserve the right to refuse delivery of goods in the following circumstances: properties with
inadequate street access, absence of the road or concrete/asphalt paving or similar, bad road condition due to adverse
weather such as rain, fog, mud, snow, ice etc., delivery to locations that will put our vehicles at risk of damages or
endanger the safety of our staff.
17.4. All of the above can affect the safety of goods on board of the vehicles, for which we will not accept responsibility.
Should the customer insist on such delivery, he/she is required to send a written confirmation of acknowledging that
the insurance policy will not apply in such case and WE do not accept liability for any damages to any of the goods carried
by us on such route.
18. Your forwarding address
18.1. If you send goods to be stored, you must provide an address for correspondence and notify us if it changes. All
correspondence and notices will be considered to have been received by you seven days after sending it to your last
address recorded by us.
18.2. If you do not provide an address and / or do not respond to our correspondence or notices, we may publish such notes
in a public newspaper in the area to or from which the goods were removed. Such notice will be considered to have
been received by you seven days after the publication date of the newspaper. Note: If we are unable to contact you, we
will charge you any costs incurred in establishing your whereabouts.
19. List of goods (inventory) or receipt
19.1. Standard procedure does not include inventory being provided at the time of deliver to storage, unless specifically
requested by a customer. Inventory can be requested at a later date but it will be offered at an additional charge to
cover the cost of extra time required to complete the task.
19.2. If we produce a list of your goods (inventory) 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
20. Revision of storage charges
20.1. We review our storage charges periodically. You will be given 1 months’ notice in writing of any increases.
21.1. If payments are up to date, we will not end this contract except by giving you one months’ notice in writing. If you wish
to terminate your storage contract, you must give us at least 1 months’ notice. If we can release the goods earlier, we
will do so, provided that your account is paid up to date. Charges for storage are payable to the date when the notice
should have taken effect.
22. Our right to sell or dispose of the goods
22.1. If payment of our charges relating to your goods is in arrears, and on giving you one month notice, we are entitled to
require you to remove your goods from our custody and pay all the money due to us. If you fail to pay all outstanding
amounts due to us, we may sell or dispose of some or all of the goods without further notice. The cost of the sale or
disposal will be charged to you. The net proceeds will be credited to your account and any eventual surplus will be paid
to you without interest. If the full amount sued is not received, we may seek to recover the balance from you.
23.1. Any dispute arising out of or in connection with this contract shall, at first instance, be referred to a mediator for
resolution. The parties shall attempt to agree upon the appointment of a mediator, upon receipt, by either of them, of
a written notice to concur in such appointment. Should the parties fail to agree within fourteen days, either party, upon
giving written notice, may apply to the President or the Deputy President, for the time being, of the Chartered Institute
of Arbitrators, for the appointment of a mediator.
23.2. Should the mediation fail, in whole or in part, either party may, upon giving written notice, and within 28 days thereof,
apply to the President or the Deputy President, for the time being, of the Chartered Institute of Arbitrators, for the
appointment of a single arbitrator, for final resolution. The arbitrator shall have no connection with the mediator or the
mediation proceedings, unless both parties have consented in writing.
23.3. The arbitration shall be governed by both the Arbitration Act 1996 and the Controlled Cost Rules of the Chartered
Institute of Arbitrators (2000 Edition), or any amendments thereof, which Rules are deemed to be incorporated by
reference into this clause. The seat of the arbitration shall be England and Wales.
24. Applicable law
24.1. This contract is subject to the law of the country in which the office of the company issuing this contract is situated.
25. Data Protection and Privacy
25.1. We use the information you provide about yourself when placing an order only to complete the order. We do not share
this information with outside parties.
25.2. We may in the future contact you via email about information relating to Knights of Surrey Ltd that we believe will be
useful and of interest.
25.3. We never use or share the personally identifiable information provided to us online in ways unrelated to the ones
described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.