Terms and Conditions
Dulwich Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which Dulwich Removals provides removal and associated services. By placing a booking, you agree that these Terms and Conditions form the entire agreement between you and Dulwich Removals for the services supplied.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given to them below:
Client means the individual or organisation requesting the services.
Company means Dulwich Removals.
Services means removal, packing, loading, transportation, unloading, storage, and any related services that the Company agrees to provide.
Goods means the items that the Company agrees to move, handle, pack, transport, or store.
Quotation means the written or verbal estimate given by the Company detailing the proposed services and charges.
2. Scope of Services
The Company provides domestic and commercial removal and related services within its service area and to destinations as agreed in writing. The precise scope of services for each job will be specified in the Quotation and any subsequent written confirmation.
Any services not expressly included in the Quotation or written confirmation will be treated as additional services and may incur extra charges.
3. Booking Process
All bookings are subject to availability and acceptance by the Company. You may request a Quotation by providing accurate details of the property, access, inventory of Goods, and any special requirements.
Quotations are based on the information you supply. If your requirements change, or if the information provided is incomplete or inaccurate, the Company reserves the right to revise or withdraw the Quotation, and to adjust the charges accordingly.
A booking is considered confirmed only when the Client has expressly accepted the Quotation and the Company has issued a confirmation. The Company may require a deposit or prepayment as part of the confirmation process. Until confirmation is issued, no contractual obligation arises on the part of the Company.
You are responsible for checking the booking details, including dates, addresses, and the description of services, and notifying the Company promptly of any errors or changes.
4. Quotations and Pricing
Unless otherwise stated, Quotations are provided on the basis of:
Normal access at all collection and delivery points.
Reasonable walking distances between vehicle and property.
Standard working hours for removal services.
Quotations do not include charges for customs duties, parking fees, tolls, storage fees, disposal charges, or any additional costs arising from inaccurate information, delays beyond the Companys control, or circumstances not reasonably foreseen at the time of quotation.
All prices are stated in pounds sterling and are exclusive of any applicable taxes unless clearly indicated otherwise. If applicable, taxes will be added to the invoice at the prevailing rate.
5. Payments
Payment terms will be stated in the Quotation or booking confirmation. Unless otherwise agreed in writing:
For domestic removals, full payment is typically due before or on the day of the move, prior to unloading.
For commercial or account Clients, specific payment terms may be agreed, subject to credit checks and written confirmation.
The Company reserves the right to request part or full payment in advance and to withhold commencement or completion of services until cleared funds have been received.
Payment may be made using the methods specified by the Company from time to time. The Client is responsible for any bank charges or transaction fees incurred.
If payment is not made when due, the Company may:
Apply interest on overdue amounts at a reasonable rate not exceeding the statutory maximum.
Retain Goods until all outstanding sums are paid in full.
Recover from the Client all costs and expenses incurred in the collection of overdue sums, including reasonable legal fees.
6. Cancellations and Postponements
If you wish to cancel or postpone your booking, you must notify the Company as soon as possible. Cancellation and postponement charges may apply, calculated as a percentage of the quoted price, depending on the notice given:
More than 7 days before the agreed service date: the Company may refund any prepayment, less any reasonable administrative costs.
Between 3 and 7 days before the agreed service date: a charge of up to 50 percent of the quoted price may apply.
Less than 3 days before the agreed service date or on the day of the move: up to 100 percent of the quoted price may be charged.
The exact policy and percentages will be described in the Quotation or booking confirmation and may be adapted to reflect the specific job.
If the Company is unable to carry out the services on the agreed date due to circumstances within its control, the Company will offer an alternative date or a refund of any prepayments received for the affected services. The Company will not be liable for any indirect or consequential losses arising from such cancellation.
7. Client Responsibilities
You agree to:
Provide accurate information about the premises, access restrictions, parking arrangements, and the nature and quantity of Goods.
Obtain and pay for any necessary permissions, permits, or parking suspensions required for loading and unloading.
Ensure that the property is ready for the removal team at the agreed time, with all Goods properly packed unless packing services have been booked.
Secure or remove any fixtures, fittings, or equipment that are not to be moved.
Be present or represented throughout the removal to provide access, instructions, and to check Goods at completion.
Check that nothing that should be moved is left behind, and that nothing is taken away in error.
You must not submit for removal or storage any items that are hazardous, illegal, explosive, corrosive, perishable, or otherwise unsuitable, including but not limited to gas bottles, flammable liquids, firearms, drugs, or cash and high-value jewellery. The Company may refuse to handle any such items and accepts no liability for their loss or damage.
8. Company Responsibilities
The Company will exercise reasonable care and skill in providing the services and will take appropriate measures to protect your Goods and premises during the move.
The Company will provide staff, vehicles, and equipment suitable for the type of work as reasonably assessed from the information provided by the Client. Where circumstances differ substantially from those described at the time of booking, the Company may adapt the method of work, adjust charges, or decline to complete the job if it cannot be done safely or lawfully.
9. Access, Parking, and Delays
You are responsible for ensuring suitable parking arrangements for the Companys vehicles at all relevant addresses. Any fines, penalties, or additional costs incurred due to inadequate parking arrangements or restrictions may be charged to the Client.
If access to the property is restricted, unsafe, or significantly different from that described at the time of booking, the Company may:
Increase the price to cover additional labour, equipment, or time.
Refuse to move certain items if doing so would risk damage or injury.
Delays caused by factors outside the Companys control, including but not limited to traffic, adverse weather, industrial action, or issues with access to premises, may result in additional charges based on the extra time and resources used. The Company will make reasonable efforts to minimise such delays but cannot be held responsible for their consequences.
10. Liability for Loss or Damage
The Companys liability for loss of or damage to Goods or property is limited as set out in this section, and you are encouraged to arrange appropriate insurance cover if the standard limits are not sufficient.
The Company will not be liable for loss or damage arising from:
Wear and tear, inherent defects, or pre existing damage.
Fragile items not properly packed by the Company.
Goods packed by the Client where no obvious damage is visible to external packaging.
Electrical or mechanical derangement unless there is evidence of external impact caused by the Company.
Damage to furniture or property where the only practical method of moving required taking reasonable risks as agreed with or requested by the Client.
The Companys total liability for any one removal job, whether arising in contract, tort, or otherwise, shall not exceed a reasonable limit as stated in the Quotation or confirmation. If no specific limit is stated, the Companys liability will be restricted to a fair and proportionate amount having regard to the charges paid for the services.
Claims for loss or damage must be notified to the Company in writing as soon as reasonably possible and in any event within a reasonable period after completion of the services, allowing the Company a fair opportunity to inspect the alleged damage or loss.
11. Exclusion of Liability
The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of use, loss of enjoyment, or any losses arising from delays in property transactions, missed appointments, or third party services.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot lawfully be excluded or limited under applicable law.
12. Waste and Disposal Regulations
The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general rubbish clearance provider unless this is specifically agreed.
Where the Company agrees to remove and dispose of unwanted items, such items must be clearly identified and separated from Goods that are to be kept. The Client warrants that they are the legal owner or have authority to dispose of such items.
Certain materials cannot be taken for disposal, including hazardous waste, regulated substances, and items prohibited by law or by local authority rules. The Company reserves the right to refuse any items that cannot be lawfully collected, transported, or disposed of.
Additional charges may be applied for disposal services, heavy or bulky waste, and any fees incurred at recycling centres or authorised disposal facilities.
13. Storage Services
If the Company agrees to store Goods, they will be stored at a location chosen by the Company. Goods in storage may be subject to separate terms, including inventory procedures, access arrangements, and storage charges.
Storage charges are payable in advance and are not generally refundable if you remove Goods before the end of a paid period. The Company may exercise a lien over Goods in storage for unpaid charges and may dispose of or sell Goods in accordance with applicable law if charges remain unpaid after reasonable notice.
14. Insurance and Client Cover
The Company maintains insurance appropriate to its business operations. This may not replace the need for the Client to arrange additional insurance where high value items or particular risks are involved.
It is the Clients responsibility to assess whether the standard cover is adequate and, if necessary, to obtain additional cover from an independent insurer. The Company does not provide financial advice and any information given about insurance is general in nature.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. This may include but is not limited to severe weather, natural disasters, accidents, road closures, strikes, or legal restrictions.
If a force majeure event occurs, the Company will notify the Client as soon as reasonably practicable and will use reasonable efforts to resume services. Where services cannot be provided within a reasonable time, either party may terminate the affected part of the agreement without further liability, subject to a fair settlement of charges for work already undertaken.
16. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of the services provided, you should raise your concerns with the Company as soon as possible, providing full details and any supporting evidence.
The Company will investigate complaints promptly and aim to resolve them in a fair and reasonable manner. If a dispute cannot be resolved informally, either party may seek resolution through mediation or the courts, as appropriate.
17. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or business requirements. The version in force at the time of your booking will apply to that booking, unless a later version is expressly agreed in writing by both parties.
18. Governing Law and Jurisdiction
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.
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 the provision of services by the Company.
19. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that right or remedy, and no single or partial exercise shall prevent any further exercise of any right or remedy.
These Terms and Conditions, together with the Quotation and any written confirmation, constitute the entire agreement between the Client and the Company in relation to the services and supersede any prior understandings or agreements, whether written or verbal.
