Terms and Conditions for Removals Dulwich
These Terms and Conditions apply to all domestic and commercial moving services provided under the name Removals Dulwich, including packing, loading, transport, unloading, storage arranged as part of a move, and related handling services. By making a booking, the customer agrees to these terms in full. The purpose of this document is to set out the standard contract for a removals service in Dulwich and to explain the responsibilities of both the customer and the service provider. For clarity, references to we, us, and our mean the removals company, while you and your mean the customer or authorised representative.
These terms are intended to be fair, transparent, and consistent with UK consumer and transport practices. They apply regardless of whether the move is booked in advance, arranged at short notice, or delivered as part of a broader moving package. A removal agreement is formed only when we confirm availability, the customer accepts the quotation or estimate, and any required deposit or advance payment is made where applicable. We reserve the right to refuse or withdraw service if the customer does not meet the conditions stated here, if the move would be unsafe, or if legal compliance cannot be assured.
The customer is responsible for providing accurate information at the time of enquiry and throughout the booking process. This includes the addresses involved, access conditions, parking restrictions, property type, floor level, inventory size, any fragile or valuable items, and whether lifting equipment, storage, or specialist handling may be required. Where information is incomplete or materially incorrect, the quotation may be revised, the schedule adjusted, or additional charges applied. If a move cannot safely proceed because of inaccurate information, we may suspend or cancel the service without liability for any resulting delay.
Booking Process
A booking for house removals or other moving services may be made by phone, email, or an approved online booking route. The process normally begins with an enquiry followed by a survey, video assessment, or itemised description of the goods to be moved. Based on that information, we may provide either a fixed-price quotation or an estimated charge. A quotation becomes binding only for the scope and conditions expressly stated in writing. Any additional items, extra collection or delivery points, waiting time, or access difficulties not declared in advance may lead to a revised price.
To secure a moving date, we may require a deposit or written acceptance within a stated period. If the customer fails to respond in time, the slot may be released to other clients. The customer should check all booking details carefully, including dates, times, collection and delivery addresses, and any services requested. If a customer books on behalf of another person, the person making the booking confirms that they have authority to do so and accepts responsibility for all charges and instructions given. Any special requests must be confirmed in writing to form part of the contract.
We will use reasonable endeavours to arrive within the agreed time window, but moving work is subject to traffic, weather, access conditions, and factors beyond our control. The customer should ensure that someone authorised is present at both addresses, unless alternative arrangements have been agreed in advance. Unless otherwise stated, the service is limited to the tasks specifically listed in the booking confirmation. Items requiring specialist handling, disassembly beyond ordinary furniture removal, or regulated transport may need separate agreement. We recommend that the customer keeps essential items, personal documents, medications, and valuables with them rather than placing them in the removals vehicle.
Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Charges may be based on an hourly rate, a fixed quote, or a combination of both. Where a quotation is fixed, it applies only to the described service and assumptions on which it was based. If the scope changes, the price may change accordingly. Additional costs may arise from waiting time, congestion delays, additional labour, parking penalties caused by unavailable customer-arranged permits, extra mileage, storage, out-of-hours requests, or access issues not disclosed at booking. Any such charges will be reasonable and, where possible, explained before they are incurred.
Payment terms will be confirmed in the booking documentation. In many cases, payment is required on completion of the move, though deposits, part-payments, or staged payments may be requested for larger or more complex removals. We may accept bank transfer, debit card, credit card, or other agreed methods. The customer must ensure cleared funds are available by the due date. If payment is late, we may charge reasonable recovery costs and interest in accordance with applicable UK legislation. We are not obliged to release goods from our custody until all sums due have been paid in full.
Where a customer disputes part of an invoice, they must pay the undisputed amount by the due date and raise the issue promptly with supporting details. No set-off, deduction, or withholding of payment may be made unless required by law or expressly agreed. Any promotional price, discount, or special arrangement is valid only for the period and conditions stated at the time of booking. If a move extends beyond the agreed working period because of customer-related delay, incomplete packing, or restricted access, the additional time will be chargeable at the applicable rate.
Cancellations, Rescheduling, and Delays
The customer may cancel a booking by giving written notice. Cancellation fees may apply depending on the amount of notice provided, the work already undertaken, and any third-party costs incurred. If notice is given at short notice, we may retain the deposit or charge a proportion of the agreed price to cover administration, reserved labour, and lost booking opportunity. Where a move is rescheduled, we will try to accommodate the new date, but availability cannot be guaranteed. A rescheduled booking may be subject to revised pricing if costs or conditions have changed.
We may cancel or suspend a booking if the customer fails to pay, gives unsafe instructions, misrepresents the goods, or does not provide reasonable access. We may also withdraw the service if conditions at the property present a health and safety risk, if the move would breach legal restrictions, or if the customer or a third party behaves abusively or obstructively. In such cases, any sums already paid may be retained to the extent necessary to cover losses, and the customer may remain liable for reasonable costs incurred.
If we are delayed or unable to attend due to circumstances outside our control, including severe weather, road closures, vehicle breakdown, industrial action, or emergency incidents, we will notify the customer as soon as reasonably practicable and attempt to rearrange the service. We are not responsible for indirect losses arising from delay, such as missed appointments, temporary accommodation costs, or business interruption, unless such loss results from our negligence and is not excluded by these terms. If the customer wishes to cancel because of a delay, the position will be assessed fairly based on the facts and the length of the delay.
Liability and Care of Goods
We will take reasonable care when handling the customer’s goods, property, and premises. However, the customer acknowledges that moving work involves some risk, especially where items are fragile, heavy, poorly packed, or already damaged. The customer should ensure that all items are properly packed and suitable for transit unless packing has been included in the service. Unless we have agreed to pack the items, we are not responsible for damage caused by inadequate packaging, hidden defects, normal wear and tear, or inherent weakness in the goods. This applies equally to domestic removals and business moves.
Our liability for loss or damage is limited to direct loss only and, where permitted by law, to the repair or replacement value of the affected item, taking account of age, condition, and reasonable depreciation. We do not accept liability for indirect or consequential losses such as loss of profit, loss of use, emotional distress, or third-party claims, except where such exclusions are not lawful. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. If damage occurs, the customer must notify us promptly and provide reasonable evidence, including photographs and item details, so the matter can be assessed.
The customer must identify and, where necessary, separately insure goods that are unusually valuable, rare, antique, sentimental, or difficult to replace. High-value items may require specific declaration and extra protection, and we may decline to transport certain goods if suitable arrangements are not made. We may refuse to carry items that are prohibited, hazardous, illegal, or likely to endanger persons or property. The customer remains responsible for ensuring that appliances are disconnected safely, liquids are drained where appropriate, and items are prepared for transport in accordance with manufacturer instructions or reasonable moving practice.
Waste Regulations, Prohibited Items, and Environmental Compliance
Where the service includes collection or disposal of unwanted items, waste will be handled in accordance with applicable UK waste law and environmental requirements. The customer must make clear whether items are intended for removal, reuse, recycling, or disposal. We will only transport waste where we are authorised to do so and where the task falls within the agreed service. Fly-tipping, unlawful disposal, and disposal of controlled waste without proper documentation are strictly prohibited. If waste transfer documentation or other records are required, the customer agrees to cooperate fully and provide accurate descriptions of the materials involved.
We do not accept responsibility for items left behind unintentionally unless they are clearly identified and agreed as part of the moving inventory. The customer should check all rooms, lofts, cupboards, sheds, and outbuildings before the vehicle departs. If any waste, recycling, or dismantled materials are to be taken away, these must be separated from items being retained whenever possible. Hazardous materials, including but not limited to chemicals, asbestos-containing materials, gas bottles, fuels, explosives, and certain electrical or medical wastes, will not be moved unless this is expressly agreed in writing and lawful. If such items are discovered unexpectedly, we may suspend the move and charge for time already spent.
We expect all parties to comply with environmental duties, including correct sorting of items, minimising unnecessary disposal, and avoiding contamination of reusable materials. The customer is responsible for declaring anything that may be regulated, restricted, or unsuitable for ordinary transport. If we are required to obtain special permissions, use authorised disposal routes, or segregate waste for compliance reasons, those extra costs may be added to the invoice. Any attempt by the customer to conceal prohibited waste or misdescribe disposal goods will be treated as a serious breach of contract and may result in immediate termination of the service.
Customer Duties, Access, and Site Conditions
The customer must ensure that access to both properties is reasonably available on the moving date. This includes arranging parking where possible, obtaining permits where needed, unlocking gates and doors, and advising us of any narrow staircases, lifts, load-bearing limitations, or other access restrictions. If parking or access is not available, we may need to park further away, wait, or adjust the loading plan, and any additional cost or delay may be chargeable. The customer should also protect floors, walls, and fixtures if they are particularly delicate and should notify us of any known hazards at the premises.
If children, pets, or other occupants are present, the customer must take reasonable steps to keep them away from the work area. Our staff are entitled to work in a safe environment free from aggression, harassment, or interference. We may stop work if the environment becomes unsafe or if directions from the customer are inconsistent, unclear, or unreasonable. Any instruction from someone other than the named customer or authorised representative will be acted on only if we consider it appropriate and consistent with the contract.
Where disassembly or reassembly is included, it is carried out with reasonable care but not as a specialist joinery or engineering service. We are not responsible for latent defects, poor-quality fittings, or pre-existing instability in furniture or fixtures. The customer should retain relevant screws, bolts, and assembly instructions where available. We may refuse to dismantle items that appear unsafe, are fixed in a way that may cause damage, or require tools and expertise beyond ordinary removals work.
General Legal Terms and Governing Law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless the customer is entitled to bring proceedings elsewhere under mandatory law. If any part of these terms is found unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right shall be treated as a waiver of that right. A waiver of one breach does not waive any later breach.
We may update these terms from time to time to reflect changes in law, business practice, or operational requirements. The version in force at the time of booking will apply to that booking unless a later written variation is agreed. The customer should read all booking confirmations carefully, as those documents may contain service-specific conditions that sit alongside these general terms. In the event of a conflict, the written booking confirmation or quote will take precedence only to the extent expressly stated.
Removals Dulwich aims to deliver a professional, careful, and lawful moving service based on clear communication and mutual responsibility. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms, including the rules on payment, cancellation, liability, and waste handling. These terms are designed to support a reliable removals and relocation service while keeping obligations clear for all parties involved.