Terms & Conditions

1. Who we are

Migrant Movers is a moving, deep cleaning, fumigation and landscaping business based in Nairobi, Kenya. In these terms, "we", "us" and "our" mean Migrant Movers, Nairobi, Kenya. You can reach us on hello@migrantmovers.co.ke, by phone on +254 20 830 3328 or on WhatsApp at +254 735 442 948, Monday to Sunday, 7:00am to 7:00pm.

"You" and "your" mean the person who books a service with us or uses our website. If you book on behalf of a company or another person, you confirm that you have authority to do so.

2. Definitions

• Services means any work we agree to do for you: moving, packing, storage, deep cleaning, fumigation and pest control, or landscaping.
• Quote means the fixed written price we send you after a survey, setting out the truck size, crew, inventory and services included.
• Estimate means any indicative price from our website, calculator or an early conversation. An estimate is not a quote.
• Inventory means the list of items agreed in your quote, and checked again on delivery.
• Goods means the items we move, pack or store for you.
• Job date means the date (and time window, if agreed) on which we carry out the Services.

3. What these terms cover

These terms apply to every job we carry out, including:

• house and office moves within Nairobi;
• intercity moves, for example to or from Mombasa, Kisumu, Nakuru and Eldoret, on a shared load or a dedicated truck;
• cross-border moves to Uganda, Tanzania and Rwanda;
• packing and unpacking;
• short-term and long-term storage;
• deep cleaning, including move-in and move-out cleans, sofa, carpet and mattress cleaning, post-construction cleaning, office cleaning contracts and Airbnb turnovers;
• fumigation and pest control;
• landscaping, including lawns, garden makeovers and monthly maintenance plans.

They also apply to your use of our website, migrantmovers.co.ke (see section 17).

These terms should be read together with your quote and our Cancellation, Rescheduling & Refund Policy, Damage, Loss & Claims Policy and Privacy Policy. If your quote says something different from these terms, the quote applies for that job.

Nothing in these terms takes away any rights you have under the Consumer Protection Act, 2012 or any other Kenyan law that cannot be excluded by agreement.

4. Quotes and estimates

4.1 How we price a job

One of our surveyors lists your items, either in person or on a WhatsApp video call. We then send you a fixed written quote showing the truck size, crew, inventory and services included. For cleaning, fumigation and landscaping, the quote describes the areas and work included.

4.2 When the price can change

Your quoted price will not change on the day unless:

• you add items, rooms or services that were not on the quote;
• access is different from what was described, for example no lift, a longer carry, stairs, or parking far from the door; or
• the information given to us was inaccurate or incomplete.

If any of these happen, we will explain the extra cost to you before doing the extra work. You may choose not to go ahead with the extra work.

4.3 Website estimates

Prices shown by our website calculator, on our pages or in early conversations are indicative only. They are not quotes and do not bind either of us.

4.4 How long a quote lasts

Unless the quote says otherwise, a quote is valid for the job date shown on it. If you change the date, we may need to re-confirm the price.

5. Bookings and deposits

You can start a booking through the booking form on our website, by WhatsApp, phone or email. A booking is confirmed only when:

• you have accepted our written quote; and
• we have received a deposit of 30% of the quoted price, unless your quote says otherwise.

Until the deposit is received, the date is not reserved for you. Cancelling or rescheduling a booking is covered by our Cancellation, Rescheduling & Refund Policy.

6. Payment

• We accept M-Pesa and bank transfer.
• Moves: the balance is due after everything is off the truck and has been checked against the inventory.
• Cleaning and landscaping: payment is due on completion of the work, unless we agree otherwise in writing.
• Maintenance plans (such as monthly landscaping) are billed monthly in advance.
• Storage is billed as set out in section 12.

We send invoices by WhatsApp or email, with a link to view them. VAT is shown on the invoice where it applies.

Please pay only to the M-Pesa or bank details shown on our invoice. If anyone asks you to pay to different details, confirm with us first on +254 20 830 3328.

7. Your responsibilities

To help the job go smoothly and safely, you agree to:

• Give accurate information. Show or list all items to be moved during the survey, and tell us about anything fragile, heavy, very valuable or unusually large.
• Arrange access. Make sure we have access at both ends, including parking for the truck, lift bookings, and any permission needed from your landlord, building management, estate or office.
• Be present, or appoint someone. You or a person you name must be there at collection and delivery to direct the crew, check the inventory and sign off. We will treat that person's instructions as yours.
• Prepare appliances. Disconnect, drain and defrost appliances (such as fridges, freezers, washing machines and cookers) before we arrive, unless we have agreed to do this.
• Pack properly if you pack yourself. Use strong boxes, wrap fragile items, do not overfill boxes, and seal and label them clearly. We cannot be responsible for the contents of boxes you packed yourself, unless the box itself shows visible external damage (see our Claims Policy).
• Remove prohibited items listed in section 8.
• Keep valuables with you. Carry cash, jewellery, important documents and other small valuables yourself.

If the crew is kept waiting beyond the agreed time window because of keys, lifts, building access or similar issues on your side, we may charge for the extra time, as explained in our Cancellation, Rescheduling & Refund Policy.

8. Prohibited items

For safety and legal reasons, we will not move or store:

• hazardous materials, including gas cylinders that have not been emptied, fuel, paint thinners, fireworks, ammunition and chemicals;
• illegal goods of any kind;
• live animals;
• perishable food, for long-distance moves or storage.

We also ask you not to give us cash, jewellery or important documents (such as title deeds, passports and certificates). Please carry these yourself.

If we find a prohibited item, we may refuse to load it or ask you to remove it. You are responsible for any loss, damage, fines or costs caused by prohibited items that you include in your goods without telling us.

9. Our responsibilities

We will:

• carry out the Services with reasonable care and skill, using trained crew and suitable equipment;
• arrive within the agreed time window, or tell you as early as possible if we are delayed;
• handle your goods carefully and check them against the inventory on delivery;
• keep you informed during longer moves; and
• handle your personal information as set out in our Privacy Policy.

10. Intercity and cross-border moves

10.1 Intercity moves

Intercity moves may be on a shared load (your goods travel with other customers' goods) or on a dedicated truck. Delivery dates for shared loads are estimates and depend on the route and other loads. Your quote will say which option you have.

10.2 Cross-border moves

For moves to Uganda, Tanzania or Rwanda, you must provide:

• a copy of your national ID or passport;
• your KRA PIN; and
• a signed inventory of the goods.

A clearing agent handles customs at the border (for example Namanga, Busia or Malaba). Customs duties, taxes, inspections and border delays are decided by the authorities and are outside our control. Unless your quote says otherwise, any duties and taxes are payable by you. We are not responsible for delays or costs caused by customs decisions or by missing or incorrect documents.

11. Delays and events outside our control

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, including:

• heavy rain, flooding or impassable roads;
• severe traffic, road closures or accidents;
• police or other official checks;
• border and customs delays;
• strikes, civil unrest, government action or public health restrictions;
• vehicle breakdown despite proper maintenance.

If this happens, we will tell you as soon as we can and do our best to complete the job as soon as possible. If the job cannot go ahead, we will agree a new date with you or refund amounts paid for work not done, as set out in our Cancellation, Rescheduling & Refund Policy.

12. Storage

12.1 Fees

Storage is charged monthly, at the rate on your quote, payable in advance. The first month is due when goods go into storage. Any part of a month is charged as a full month unless your quote says otherwise.

12.2 Access to your goods

You can access or collect your goods during our working hours, with reasonable notice. Please give at least 48 hours' notice, unless your quote says otherwise, so we can prepare your items. A handling or delivery charge may apply.

12.3 Ending storage

Either of us may end storage by giving notice in writing (WhatsApp or email is fine). Unless your quote states a different notice period, please give at least 14 days' notice. All fees must be paid before goods are released.

12.4 Unpaid storage fees

If storage fees are unpaid, we may keep your goods until the amount owed is paid (this is called a right of lien). If fees remain unpaid for a long period, we will take the following steps before doing anything further:

• we will send you written reminders using the contact details we hold;
• if the debt is still unpaid after at least 3 months, we will send you a final written notice, stating the amount owed and giving you at least 30 days to pay or collect your goods;
• only after that notice period ends, and as allowed by Kenyan law, may we sell or otherwise dispose of the goods to recover the amount owed and reasonable costs.

Any money left over after the debt and costs are paid will be held for you. Please keep your contact details up to date so our notices reach you.

12.5 What we do not store

The prohibited items in section 8 cannot be stored. This includes perishable food.

13. Cleaning, fumigation and landscaping

13.1 Deep cleaning

• Please make sure water and electricity are available at the property, unless we agree otherwise.
• Some stains, wear and damage cannot be removed by cleaning. We will tell you if we think something will not come out.
• If you are not happy with an area we cleaned, tell us within 24 hours and we will come back to re-clean those specific areas free of charge. See our Cancellation, Rescheduling & Refund Policy.

13.2 Fumigation and pest control

• We will send you preparation instructions before the job. You must follow them, for example covering or removing food, and keeping people and pets out of treated areas.
• Treated areas are safe for children and pets after 4 hours, unless we tell you otherwise for a specific treatment.
• Results depend on following our instructions and on conditions at the property. If the preparation instructions are not followed, results may be reduced and we may not be able to offer a free follow-up.
• Tell us before the job about anyone in the home who is pregnant, has a medical condition, or has allergies or breathing problems.

13.3 Landscaping

• Monthly maintenance plans include 4 visits a month and are billed monthly in advance.
• Plant growth depends on weather, water and soil. We cannot guarantee that plants will survive or grow, especially where watering is your responsibility.
• Please tell us about underground pipes, cables or other hidden features before we dig.

14. Subcontractors

We may use trusted subcontractors for parts of a job, for example additional trucks or crew, clearing agents for cross-border moves, or specialist services. We remain responsible to you for the Services we have agreed to provide, except for decisions made by government authorities such as customs.

15. Damage, loss and our liability

Every move includes basic goods-in-transit cover. You can choose extended cover, which raises the limits for items such as TVs, electronics and antiques. The limits that apply are stated on your quote. How to report damage, what is covered and what is excluded are set out in our Damage, Loss & Claims Policy.

Subject to that policy and to the rest of this section:

• we are not liable for loss or damage caused by your failure to follow these terms, for example inaccurate information, prohibited items or poor self-packing;
• we are not liable for indirect losses, such as loss of business, loss of income or missed opportunities, that were not reasonably foreseeable when you booked;
• our total liability for any one job is limited to the cover limits stated on your quote, or, for services other than moving and storage, to the price paid for that job.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded under Kenyan law, including the Consumer Protection Act, 2012.

16. Complaints

If you are unhappy with any part of our service, please tell us as soon as possible:

1. Speak to the crew leader on the day, if you can.
2. Contact us by WhatsApp, phone or email with your name, job date and a short description of the issue (photos help).
3. We will acknowledge your complaint within 2 working days and aim to give you a full response within 14 days.

Damage claims follow the steps and time limits in our Damage, Loss & Claims Policy.

17. Using our website

17.1 Information on the site

We try to keep the information on our website accurate and up to date, but it is for general guidance only. Prices, estimates and descriptions on the site are not offers or quotes. The moving checklist and other guides are provided to help you plan and do not replace your quote or these terms.

17.2 Booking form and calculator

Our booking form and estimate calculator prepare a WhatsApp message for you to send to us. Nothing is submitted to us until you send that message. See our Privacy Policy and Cookie & Local Storage Policy for how this works.

17.3 Acceptable use

You must not misuse the website, for example by trying to gain unauthorised access, introducing malicious code, sending false job applications or bookings, or copying the site's content for commercial use.

17.4 Intellectual property

The website's text, design, logos, photos and other content belong to Migrant Movers or are used with permission. You may view and print pages for your own personal use. You may not copy, republish or sell them without our written permission.

17.5 Links and third-party services

Our site links to and uses third-party services such as WhatsApp and Google Fonts. We are not responsible for their content or practices. Their own terms and privacy policies apply.

17.6 Availability

We do not guarantee that the website will always be available or free from errors. We may change or suspend parts of it at any time. If you are applying for a job with us, the Careers page explains how applications work.

18. Changes to these terms

We may update these terms from time to time. The date at the top of this page shows when they last changed. The version in force when you accept your quote applies to that job, unless we agree otherwise in writing.

19. Governing law and disputes

These terms are governed by the Laws of Kenya. If a dispute arises, we will both first try to settle it through good-faith negotiation. If it cannot be settled that way, it will be decided by the courts of Kenya sitting in Nairobi.

If any part of these terms is found to be invalid, the rest remains in force.

20. Contact us

Migrant Movers, Nairobi, Kenya

• Email: hello@migrantmovers.co.ke
• Phone: +254 20 830 3328
• WhatsApp: +254 735 442 948
• Hours: Monday to Sunday, 7:00am to 7:00pm

Ready to move? Book a survey.