Terms and Conditions for Dulwich Removals

These Terms and Conditions set out the basis on which Dulwich Removals provides house removals, office relocations, and related moving services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to these terms. Please read them carefully before using our removal services, as they explain your responsibilities, our responsibilities, and the limits of our liability.

In these Terms and Conditions, the words “we”, “us”, and “our” refer to Dulwich Removals, and “you” or “the customer” refers to the person, business, or organisation requesting the service. These terms apply to all standard moving arrangements, including part-load moves, full-property moves, packing services, storage handling, and any additional labour or equipment supplied as part of a removals service.

Nothing in these terms affects your statutory rights under UK consumer law. If any provision is found to be unenforceable or unlawful, the remaining provisions will continue in full force. We may update these terms from time to time, and the version in force at the date of booking will normally apply to your move unless otherwise agreed in writing.

1. Booking Process

A booking is formed once we have provided a quotation, you have accepted that quotation, and we have confirmed the move in writing or by other recorded means. A quotation may be based on information you provide about the volume of goods, access conditions, distance, parking, time limits, special items, and any additional services required. If the information you provide is incomplete or inaccurate, we may revise the quotation, adjust the schedule, or charge additional fees where justified.

To help us provide an accurate estimate, you must supply correct details about the items to be moved, the pickup and delivery addresses, floor levels, lift access, parking restrictions, and any fragile, oversized, or high-value belongings. If the job changes before the move date, such as an increase in volume, extra stops, or restricted access, we may need to amend the service price or the time allocated. This is standard for a house removals or office removals service where conditions can vary.

We may offer provisional dates, but no move is guaranteed until confirmed. Where a survey is needed, the survey may be in person, remote, or based on details submitted by you. Any estimate given before a full survey is indicative only and may be adjusted after inspection of the property or belongings. If you ask us to proceed despite limited information, you accept the risk of changes to the scope of work and associated costs.

2. Customer Responsibilities

You are responsible for ensuring that the property is ready for collection and delivery at the agreed time. This includes securing pets, arranging safe access, protecting floors if required, reserving parking where necessary, and ensuring that items you want moved are clearly separated from items you do not want moved. You must also ensure that all goods are legally permissible to transport and that any dangerous or prohibited materials are removed before the move begins.

You must tell us in advance about any items that are especially heavy, delicate, sentimental, or valuable, such as antiques, artwork, glass, musical instruments, pianos, safes, or specialist equipment. We may decline to move an item if it is unsafe, improperly packed, or outside the scope of the agreed service. If you require us to move items that need dismantling, reassembly, or additional handling, you should notify us before the booking is confirmed so we can plan the work properly.

You are also responsible for ensuring that any packing you carry out is suitable for transit. Unless we have agreed a full packing service, we do not accept responsibility for damage caused by poor packing, overloaded boxes, insufficient protection, or items packed in unsuitable containers. Our removal company terms expect reasonable preparation by the customer, especially for breakables and loose items.

3. Payments

Unless agreed otherwise, payment terms will be set out in the quotation or booking confirmation. We may require a deposit to secure the date, and the balance may be due before completion, on completion, or within an agreed period after the move. For business customers, additional payment terms may apply if agreed in advance. All charges are stated in pounds sterling unless otherwise specified.

Payment may be made using the methods we accept at the time of booking. If an invoice is issued, it must be paid by the due date shown. Late payment may result in administrative charges, suspension of services, or recovery action where appropriate. You remain responsible for all sums due, including any agreed extras, waiting time, congestion delays, parking penalties caused by customer instructions, storage charges, or costs arising from inaccurate information supplied by you.

If a quotation is based on an hourly rate, the final amount will reflect the actual time worked, including reasonable travel, loading, unloading, and waiting where this is part of the agreed service. If the move requires additional vehicles, extra staff, or unexpected repeated trips, the price may be adjusted accordingly. We will always aim to explain such changes clearly and fairly in line with standard UK removal services practice.

4. Cancellations, Postponements, and Changes

If you need to cancel or postpone your booking, you must notify us as soon as possible. The amount of any cancellation charge may depend on how much notice is given and whether we have already incurred costs such as vehicle allocation, staff scheduling, fuel, parking arrangements, or third-party bookings. Where a deposit has been paid, it may be non-refundable in whole or in part if the cancellation falls within a short period before the planned move.

If you change the date, location, or scope of the move, we will try to accommodate the request, but we cannot guarantee availability. Changes made close to the moving date may increase the price or require a new quotation. We reserve the right to treat a significant change as a cancellation of the original booking and a new booking under revised terms.

We may cancel or reschedule a move if circumstances beyond our reasonable control make performance impractical, unsafe, or unlawful. This includes severe weather, road closures, accidents, vehicle breakdown, illness, labour shortages, fire, flood, civil disorder, or any event commonly recognised as force majeure. In such cases, we will aim to offer a revised date or an alternative arrangement, but we will not be liable for losses that are outside our control.

5. Liability and Insurance

We will exercise reasonable care and skill when handling your belongings and performing the service. However, removal work involves practical risks, and our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, wear and tear, structural defects, hidden weaknesses in furniture, or damage caused by unsuitable packing, unstable stacking, or poor access conditions that were not disclosed to us in advance.

Where we are at fault, our liability is generally limited to repair, replacement, or a monetary payment reflecting the fair value of the item damaged, subject to any agreed limits and the evidence available. The customer must notify us of any loss or damage as soon as reasonably possible and provide supporting details, including photographs, item descriptions, and proof of value if requested. Claims reported late may be harder to investigate and may be reduced where delay has prejudiced our assessment.

We do not accept liability for indirect or consequential loss, including loss of profit, loss of business, emotional distress, or missed deadlines, unless liability cannot lawfully be excluded. If you require enhanced cover or specialist insurance for valuable or unusual items, it is your responsibility to arrange this before the move. Our standard Dulwich removals service is designed for ordinary domestic and commercial belongings, not high-risk cargo.

6. Prohibited and Restricted Items

For safety, legal, and regulatory reasons, you must not include hazardous, flammable, explosive, toxic, or illegal items in the move unless we have expressly agreed in writing and the law allows it. Examples may include gas cylinders, fuel, solvents, fireworks, chemicals, live ammunition, asbestos-containing materials, contaminated waste, and any item banned from transport under applicable UK regulations.

If prohibited items are packed with other goods without disclosure, we may refuse to move them, stop work until the items are removed, or terminate the service. Any additional costs resulting from undisclosed restricted items will be payable by you. If we reasonably believe an item presents a health and safety risk, we may decline to handle it even if it is not formally prohibited.

We may also refuse to transport perishables, live animals, cash, negotiable securities, or extremely fragile items unless separately agreed. This policy protects both sides and helps ensure that the removal company operates in compliance with relevant transport and safety standards.

7. Waste, Disposal, and Environmental Compliance

Where our service includes removal of unwanted goods, packaging waste, or general rubbish, such items will only be handled in accordance with applicable UK waste legislation and any conditions agreed in writing. We are not a general waste carrier unless specifically stated, and we will not remove waste that we are not legally permitted to collect. Any disposal service must be clearly agreed before the job begins.

You must not ask us to dispose of waste that is unlawful, hazardous, contaminated, or unsuitable for standard disposal routes. If we agree to remove recyclable materials, household waste, or commercial waste, you authorise us to sort, transport, and transfer the waste to an appropriate licensed facility or approved recycling route where required. Charges may apply for waste handling, transfer, segregation, and disposal fees.

We expect customers to separate keep, move, recycle, and dispose items wherever practical. If unidentified waste is found among the belongings, we may pause the service until instructions are received. Any waste or debris left behind after the move remains the customer’s responsibility unless we have specifically agreed to clear it as part of the job. Our removal service terms require both parties to comply with relevant environmental and duty-of-care obligations.

8. Delays, Access Problems, and Waiting Time

If access is delayed because keys are not available, parking has not been arranged, the property is not ready, or lifts and access routes are unusable, we may charge waiting time or rearrange the work at additional cost. We are not responsible for delays caused by issues you could reasonably have foreseen or resolved before the move. In some cases, operational scheduling may require us to move on to another job and return later, with associated costs payable by you.

We will make reasonable efforts to work efficiently, but timing estimates are not guaranteed unless expressly stated in writing. Removal work can be affected by traffic, weather, building restrictions, security procedures, and the behaviour of third parties such as landlords, building managers, or local enforcement officers. If such issues arise, we will act reasonably and communicate practical options.

You should ensure that someone authorised to make decisions is present or contactable during the move if questions arise. If we are unable to proceed because no responsible person is available, we may need to suspend the service until instructions are received.

9. Storage, Subcontracting, and Third Parties

Where storage is included or arranged separately, additional terms may apply covering access, inventory, charges, and retrieval procedures. If goods are stored off-site, they may be subject to separate handling processes and third-party conditions. We will make reasonable efforts to inform you of any material conditions before storage starts.

We may use subcontractors or partner carriers to perform part of the service where necessary. If we do, they will be required to act consistently with these Terms and Conditions as far as reasonably practicable. We remain responsible for the standard of service we agree to provide, but we are not liable for failures caused by information withheld by you or by third-party instructions outside our control.

Any agreement with a third party that is separate from our own contract does not change your obligations under these terms unless we expressly confirm otherwise in writing.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are a consumer, you may also have rights under applicable UK consumer protection legislation.

If any dispute arises, both parties should first try to resolve it in good faith by providing the relevant facts and allowing a reasonable opportunity for review. Where a complaint or claim involves loss or damage, you should provide evidence promptly so that the matter can be investigated fairly. This approach helps maintain a practical and transparent removal company relationship.

These terms represent the entire agreement between you and us in relation to the service, unless varied in writing. No statement made during a quote, survey, or conversation will override these terms unless we confirm it in writing. Headings are for convenience only and do not affect interpretation.

11. General Provisions

We may assign or transfer our rights and obligations under these terms where necessary to support the delivery of the service. You may not assign your rights without our prior written consent. Any failure by us to enforce a right or remedy at any time does not waive that right or remedy later.

If we agree to waive any requirement in one instance, that does not mean the waiver applies to future situations. Each booking is assessed on its own facts, including access, volume, staffing, and timing. This is especially important in a Dulwich removals context where properties, layouts, and move requirements can differ significantly.

By confirming a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions, including the booking process, payment obligations, cancellation rules, liability limits, waste regulations, and governing law. These terms are intended to be fair, practical, and consistent with a professional UK removals service.