Terms and Conditions for Removal Companies Dulwich

These Terms and Conditions set out the basis on which our removal services are provided in the UK. They are intended to apply to domestic and commercial moves, storage-related transfers, single-item removals, and any associated handling services arranged through a booking. By confirming a reservation, the customer agrees to be bound by these terms, which are designed to create clarity around the booking process, pricing, cancellations, liability, waste handling, and legal responsibilities. For the avoidance of doubt, these terms apply to all removal company services unless a separate written agreement states otherwise.

In these Terms and Conditions, “we”, “us”, and “our” refer to the removal company providing the service, while “you” and “your” refer to the customer, client, or any person acting on the customer’s behalf. References to removal company in Dulwich, Dulwich removals, house removals, or similar phrases are used for convenience only and do not change the legal meaning of these terms. Unless the context requires otherwise, the singular includes the plural and vice versa.

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy on a particular occasion does not waive that right or remedy in the future. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

A booking is normally made by providing us with the details of the move, including the collection address, delivery address, property access information, inventory type or estimated volume, preferred dates, and any special handling requirements. We may request photographs, a video survey, a list of items, or other information to assess the work properly. This helps us determine vehicle size, labour requirements, and any additional equipment needed for the removal service.

Once the details have been reviewed, we may issue an estimate or quotation. A quotation may be based on the information you provide, and it is your responsibility to ensure that the information is accurate and complete. If the scope of work changes after the quotation is issued, we reserve the right to revise the price, scheduling, staffing, or vehicle allocation. A booking is not confirmed until we accept it and, where required, receive the agreed deposit or prepayment.

You are responsible for checking all booking details carefully before confirming. This includes the date, addresses, contact name, access restrictions, parking arrangements, inventory notes, and any items requiring special care. We may decline or cancel a booking if we believe the service cannot be delivered safely, lawfully, or within the agreed operational limits. In some cases, a booking may be conditional on reasonable access being available for our team and vehicle.

2. Prices, Estimates and Payments

All prices will be stated in pounds sterling unless agreed otherwise. An estimate may be provided as an approximate figure, while a quotation may be fixed for the service described. Where a quote is based on limited information, it may be subject to variation if the actual job differs from the description. Examples include extra stairs, long carrying distances, restricted parking, waiting time, additional items, dismantling, reassembly, or the need for more labour than originally anticipated.

We may require a deposit to secure the booking, particularly during busy periods or where vehicles and staff are reserved in advance. Unless stated otherwise, deposits are non-refundable except where we cancel the booking or are otherwise unable to provide the service due to our own fault. The balance of the payment must usually be made on or before completion of the job, and we may refuse to unload items until payment arrangements are satisfied if this has been clearly stated in advance.

We accept payment methods that may include bank transfer, card payment, cash, or another approved method. Any charges, fees, or bank transfer costs payable by you must be settled in full. Late payment may result in administrative charges, recovery action, or interest where permitted by law. If you fail to pay any undisputed sum when due, we may suspend services, retain goods where lawful, or pursue the debt through appropriate legal channels.

Unless specifically stated in writing, prices do not include third-party charges such as congestion-related costs, parking fines caused by incorrect information supplied by you, ferry or toll charges, or disposal fees for unwanted goods. Where we incur additional expenses reasonably connected to your booking, those costs may be added to the final invoice with supporting explanation.

3. Cancellations, Rescheduling and Delays

You may cancel or request to reschedule a booking by giving us notice in writing or by another agreed method. Because removal services involve reserving labour, vehicles, and time slots, cancellation charges may apply. The amount charged may depend on how much notice you provide and whether the job has already started. If you cancel at short notice, we may retain part or all of any deposit to cover lost time and administrative costs.

If you wish to amend the move date, arrival time, inventory, or service specification, we will try to accommodate the change, but we cannot guarantee availability. Any agreed rescheduling is subject to operational capacity and may involve a revised quotation. Where severe weather, traffic disruption, vehicle breakdown, access problems, or circumstances beyond our reasonable control affect the schedule, we may change the timing of the service without liability for resulting inconvenience.

We reserve the right to cancel or suspend the service if we discover that the information provided was materially inaccurate, if the property is unsafe, if access is not available, if you or a third party behaves abusively or threatens staff, or if a legal or regulatory issue prevents us from carrying out the work. If we cancel for a reason within our control, we will refund any prepayment for services not supplied, subject to any lawful deductions already earned.

4. Service Standards and Customer Responsibilities

You must ensure that the premises, access routes, and vehicle loading areas are reasonably safe and suitable for the work. This includes arranging parking where needed, securing permissions if required, and making sure lifts, stairways, corridors, and entrances can be used safely. You should also remove pets, isolate hazards, and protect fragile or valuable items that are not part of the agreed removal service unless we have expressly agreed to handle them.

Unless otherwise agreed, it is your responsibility to disconnect appliances, empty cupboards, defrost fridges and freezers, dismantle fixtures that are not part of the agreed job, and ensure all items are ready for loading. If our team agrees to assist with dismantling, reassembly, or disconnecting appliances, that assistance is provided only where safe and within the skills and tools available. We do not accept responsibility for hidden defects or failures in items handled at your request unless caused by our negligence.

You must be present, or appoint an authorised representative, at collection and delivery unless we agree otherwise. That person must be able to confirm instructions, sign paperwork, and make decisions if unexpected issues arise. If you are not present and no representative is available, we may store, return, or otherwise deal with the goods in a reasonable manner and at your cost, where necessary.

5. Liability and Limitations

We will exercise reasonable care and skill in providing the removal service. However, liability is limited to the extent permitted by UK law. We are not liable for loss or damage arising from your failure to provide accurate information, insecure packing carried out by you, hidden defects, inherent fragility, normal wear and tear, or circumstances outside our reasonable control. This includes damage to items that are already weakened, improperly assembled, or unsuitable for transport.

Where we are responsible for damage caused by our negligence, our liability will normally be limited to the reasonable repair cost or replacement value of the affected item, taking into account age, condition, and depreciation. We will not be liable for indirect, consequential, or economic losses such as lost profit, loss of opportunity, or inconvenience, except where such liability cannot lawfully be excluded. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

You must notify us of any loss or damage as soon as reasonably practicable and in any event within a reasonable time after completion of the service. Where practical, you should inspect items on delivery before signing completion paperwork. Signing without reservation may make it harder to assess claims later, although this does not remove statutory rights where they apply.

6. Packing, Prohibited Items and Storage of Goods

Unless specifically included in the quotation, packing of personal belongings is your responsibility. If we provide packing materials or packing assistance, this will be done on the understanding that ordinary care is required and that some items may need specialist packaging. We are not responsible for damage to items packed by you unless our handling was negligent and directly caused the damage.

We do not transport prohibited, dangerous, illegal, or hazardous items unless this has been expressly agreed in advance and can be lawfully handled. Examples may include explosives, firearms, gas cylinders, unstable chemicals, flammable materials, live animals, perishable goods, or any item restricted by law or by the policies of carriers, storage facilities, or authorities. You must disclose any item that may require special handling or legal compliance before the move begins.

If we are asked to store goods temporarily, whether in our possession or in a third-party facility, the terms of storage may be governed by additional conditions. While in storage, goods may be subject to insurance limitations, restricted access, and specific handling rules. Any storage service will depend on a separate agreement or the applicable warehouse terms, and we are not responsible for issues caused by third-party operators beyond our reasonable control.

7. Waste Regulations and Disposal

Where we are asked to remove unwanted items, the service may include disposal, recycling, donation, or transfer to an authorised waste facility. We will only carry out waste-related services in compliance with applicable UK waste legislation, including the duty of care principle. This means we must take reasonable steps to ensure waste is managed responsibly and transferred only to licensed or otherwise authorised persons.

You must tell us in advance if any item may be classed as waste, hazardous waste, electrical waste, or special category material. We may refuse to handle certain items or charge additional fees for lawful disposal. If we remove waste on your behalf, ownership of the items must be clear, and you confirm that you have the authority to arrange the transfer. You remain responsible for accurately describing the waste and for any hidden contaminants or unsafe substances discovered later.

We may issue a waste transfer note, receipt, or similar record where required. You agree to cooperate with any lawful documentation needed to demonstrate that the transfer has been handled properly. If you request disposal of items that are not actually waste, or if a waste load contains restricted materials not disclosed to us, you may be liable for any resulting loss, delay, regulatory action, or disposal surcharge.

8. Insurance, Claims and Force Majeure

We may maintain public liability, goods-in-transit, or other insurance cover, but the existence or amount of cover does not create any promise beyond these terms. If insurance is relevant to a claim, the claim may be subject to policy conditions, excesses, exclusions, and evidence requirements. Any statement about insurance is informational only and does not guarantee recovery for every loss.

We are not responsible for delay or failure to perform caused by events outside our reasonable control, including but not limited to extreme weather, fire, flood, industrial disputes, civil disturbance, road closures, accidents, government restrictions, or supply failures. In such cases, we will take reasonable steps to minimise disruption and may rearrange the booking where practicable. If performance becomes impossible, the contract may be suspended or ended without liability for consequential loss.

If you believe you have a claim, you should provide full details, photographs where available, and any supporting documents. Any claim should be submitted promptly so that the circumstances can be investigated. We may inspect the items, packaging, premises, or vehicle evidence before determining liability. Failure to preserve relevant evidence may affect the outcome of any claim.

9. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. If you are a consumer, you may have rights under consumer protection legislation that cannot be excluded or limited by contract. Nothing in these Terms and Conditions affects those mandatory rights.

Any dispute arising from the provision of removal services will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any dispute cannot be resolved informally, the parties agree to act reasonably and attempt to narrow the issues before commencing proceedings. This does not prevent either party from seeking urgent injunctive or protective relief where necessary.

By booking a service with us, you confirm that you have read, understood, and agreed to these Terms and Conditions. They form the entire agreement between the parties in relation to the service described, except where a separate written contract or statutory obligation applies. These terms may be updated from time to time, but the version in force at the time of booking will normally apply unless a change is required by law.