Dulwich Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Dulwich Removals provides household and commercial removal and associated services within the United Kingdom. By placing a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your order.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Dulwich Removals, the removal services provider.

Customer means the individual, partnership, company or other legal entity that requests and pays for the services.

Services means removal, packing, unpacking, loading, unloading, transportation, storage, and any related services agreed in writing between the Company and the Customer.

Goods means all furniture, personal belongings, equipment, and any other items being moved, handled or stored under these Terms and Conditions.

Service Area means the areas within which the Company ordinarily provides removal services within the United Kingdom, including but not limited to local, regional and national moves.

2. Quotation and Service Scope

2.1 Any quotation issued by the Company is based on the information supplied by the Customer, including the volume of Goods, collection and delivery addresses, access conditions, dates, and any special requirements.

2.2 Unless stated otherwise in writing, quotations are valid for 30 days from the date of issue and are subject to availability of resources and vehicles on the requested service date.

2.3 The quotation will specify the services included. Unless expressly included, the following are not part of the standard service.

a. Dismantling or reassembly of furniture or equipment.

b. Disconnecting, reconnecting, dismantling, or reassembling appliances such as washing machines, cookers or dishwashers.

c. Packing or unpacking of items.

d. Removal of fixtures or fittings attached to property.

e. Handling of items requiring specialist equipment or expertise.

2.4 The Company reserves the right to adjust the quoted price if.

a. The information provided by the Customer was inaccurate or incomplete.

b. Additional services are requested or reasonably required.

c. Access is significantly more difficult than described, including but not limited to restricted parking, long carries, stairs or narrow access, leading to additional time or labour.

d. There are delays not caused by the Company, including waiting for keys, completion of property transactions, or other third party delays.

3. Booking Process

3.1 A booking is not considered confirmed until.

a. The Customer has accepted the quotation in writing or via an agreed booking method; and

b. The Company has issued a booking confirmation; and

c. Any required deposit has been received and cleared.

3.2 The Customer is responsible for checking that the booking confirmation accurately reflects the agreed services, dates, addresses, and scope. Any discrepancies must be notified to the Company promptly.

3.3 The Company may decline or cancel a booking at its discretion where it believes it is unable to safely or lawfully provide the service, in which case any deposit paid will be refunded unless the Customer is at fault.

4. Customer Obligations

4.1 The Customer must ensure that.

a. All Goods are properly packed, secured and ready for transport, unless packing services are included.

b. All necessary keys, access codes and permissions for collection and delivery addresses are available.

c. Adequate parking is arranged and any permits or permissions for loading and unloading are obtained where needed.

d. All Goods to be moved are clearly identified and separated from items that are not to be moved.

4.2 The Customer must not include in the Goods any items that are prohibited, unsafe, or illegal, including but not limited to.

a. Explosives, firearms, weapons or ammunition.

b. Flammable or hazardous substances including gas cylinders, petrol, paints or chemicals.

c. Perishable or contaminated items.

d. Illegal substances or items obtained unlawfully.

4.3 The Customer is responsible for securing documents, valuables, jewellery, money, and items of high value. The Company strongly recommends that such items are not included in the Goods and are transported personally by the Customer.

5. Payments and Charges

5.1 The Customer shall pay the charges for the Services as set out in the quotation or as subsequently agreed.

5.2 Unless otherwise agreed in writing.

a. A deposit may be required at the time of booking.

b. The balance of payment is due on or before the day of the move, and in any event before unloading at the delivery address is completed.

5.3 The Company reserves the right to withhold services, including withholding delivery of Goods, in the event that payment is not received in full when due.

5.4 Additional charges may apply where.

a. The work takes longer than anticipated due to circumstances beyond the Companys control.

b. Additional Goods are included that were not originally disclosed.

c. Access issues, parking difficulties or delays cause increased labour or waiting time.

5.5 All charges are exclusive of any applicable taxes or governmental charges unless expressly stated otherwise.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by giving written notice to the Company.

6.2 The following charges may apply to cancellations or postponements.

a. More than 10 working days before the scheduled service date No cancellation fee and any deposit may be refunded or transferred at the Companys discretion.

b. Between 5 and 10 working days before the scheduled service date A percentage of the quoted price may be charged to cover allocated resources and costs.

c. Less than 5 working days before the scheduled service date The Company may charge up to the full quoted price, particularly where it is unlikely to obtain alternative work for the allocated crew and vehicle.

6.3 In the event that the Customer fails to be present or fails to provide access on the scheduled service date, this may be treated as a cancellation on the day, and the full quoted price may be payable.

6.4 The Company may cancel or postpone the Services if.

a. It is prevented from performing the Services by events beyond its reasonable control, including severe weather, road closures, strikes, accidents or other unforeseen circumstances.

b. The safety of staff, vehicles or Goods would be at risk.

c. The Customer is in breach of these Terms and Conditions.

In such cases, the Company will use reasonable endeavours to reschedule the Services but will not be liable for consequential losses.

7. Access, Parking and Property Conditions

7.1 The Customer must ensure that there is suitable access for the Companys vehicles at both collection and delivery addresses. This includes road access, safe parking, and clear pathways.

7.2 The Customer is responsible for obtaining any parking permits or permissions required. Any parking fines or penalties incurred as a result of inadequate arrangements or misleading information may be charged to the Customer.

7.3 The Company is not responsible for damage to driveways, gardens, paths or other surfaces where the Customer has requested or agreed that vehicles may be driven or parked on them.

8. Handling and Protection of Goods

8.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods.

8.2 Where packing services are not provided, the Customer is responsible for ensuring that Goods are packed suitably for transportation, including the use of appropriate materials and containers.

8.3 The Company may refuse to handle any item which it reasonably considers to be inadequately packed, excessively heavy, unstable, or unsafe.

9. Liability and Limitations

9.1 The Companys liability for loss of or damage to Goods arising from its negligence or breach of contract shall be limited as set out in this section.

9.2 The Company will not be liable for.

a. Loss or damage arising from circumstances beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil commotion, strikes, adverse weather, road closures, or mechanical breakdown.

b. Loss or damage to Goods that are fragile or inherently defective, including but not limited to glass, china, electronics, and items assembled from flat packs, unless the Company has packed them.

c. Loss or damage to Goods not packed by the Company where damage arises from poor or inadequate packing.

d. Minor cosmetic damage such as small scratches, scuffs or marks that are commensurate with normal handling.

9.3 The Companys total liability for any claim or series of claims arising from a single event shall not exceed a reasonable limit relative to the value of the Goods actually being moved, subject to any further written agreement.

9.4 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of use, loss of enjoyment, or loss arising from delays or inability to move on a scheduled date.

9.5 The Customer shall notify the Company in writing of any visible loss or damage to Goods or property as soon as reasonably practicable and in any event within a reasonable period after completion of the Services. Failure to report promptly may prejudice the Companys ability to investigate and may affect any claim.

10. Insurance

10.1 The Customer is encouraged to maintain independent insurance cover for the full value of the Goods being moved or stored.

10.2 Any insurance arranged by the Company, where offered, shall be subject to separate policy terms and conditions and may impose limits, exclusions and excesses. The Customer is responsible for requesting and reviewing such policy details where relevant.

11. Waste, Disposal and Environmental Regulations

11.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general waste carrier and may only remove waste where it is properly authorised to do so.

11.2 The Customer must not request the Company to dispose of items unlawfully. Any waste or unwanted items to be removed must be disclosed in advance so that appropriate arrangements can be made.

11.3 The Company reserves the right to refuse the removal or disposal of any items that are hazardous, prohibited, or unsuitable for transport or disposal under applicable regulations.

11.4 Where the Company agrees to remove unwanted items, the Customer authorises the Company to determine the most suitable method of disposal, which may include recycling, reuse or lawful disposal at an approved facility. Separate charges may apply.

11.5 The Customer remains responsible for any unlawful or improper inclusion of hazardous or prohibited items within Goods or waste streams, and shall indemnify the Company against any fines, penalties, costs or claims arising from such inclusion.

12. Delays and Waiting Time

12.1 The Company will use reasonable efforts to adhere to agreed schedules but cannot guarantee exact arrival or completion times due to traffic, weather, access conditions and other factors beyond its control.

12.2 Where significant waiting time arises that is not caused by the Company, including but not limited to waiting for keys, property access, or third party delays, additional charges may be applied based on the duration of the delay and the resources affected.

13. Complaints and Dispute Resolution

13.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should notify the Company as soon as possible so that any issues can be addressed promptly.

13.2 The Company will review any complaint in good faith and may request further information or evidence to assist in its investigation.

13.3 The Company aims to resolve complaints amicably wherever possible. If a resolution cannot be reached, the parties may consider independent mediation or other forms of dispute resolution before pursuing court proceedings.

14. Data Protection and Privacy

14.1 The Company will process personal data provided by the Customer in accordance with applicable data protection laws to the extent necessary to provide the Services, manage bookings, handle payments and deal with enquiries.

14.2 The Customer agrees that their details may be used for necessary administrative and operational purposes related to the Services.

15. Variation and Severability

15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular booking.

15.2 Any variation to these Terms and Conditions must be agreed in writing by the Company.

15.3 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that 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 or their subject matter.

By confirming a booking with Dulwich Removals, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.