Removals Dulwich Terms and Conditions of Service

These Terms and Conditions set out the basis on which Removals Dulwich provides removal, packing, storage arrangement and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

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

1.1 Removals Dulwich, we, us or our means the removal service provider trading under the name Removals Dulwich.

1.2 Customer, you or your means the individual, business, company or organisation that requests or uses our services.

1.3 Services means any removal, packing, loading, transport, unloading, unpacking, furniture assembly or disassembly, storage arrangement or related services provided by us.

1.4 Goods means the items, furniture, personal belongings, equipment or other property in respect of which we are instructed to provide the Services.

1.5 Contract means the agreement between you and us for the provision of the Services, comprising these Terms and Conditions and any written quotation or confirmation issued by us.

2. Quotations and Service Area

2.1 Any quotation issued by us is based on the information provided by you, including but not limited to the addresses involved, access conditions, volume or list of Goods, special handling requirements, and any time restrictions.

2.2 Quotations are normally valid for a specified period stated in the quotation. If no validity period is specified, the quotation will be valid for 30 days from the date of issue, after which it may be subject to change.

2.3 Our quotations are for Services within our usual operating area, which includes Dulwich and surrounding districts. Additional charges may apply for work outside that area or for long distance moves.

2.4 Unless expressly stated otherwise in writing, our quotations do not include customs duties, parking charges, congestion charges, tolls, storage fees, specialist equipment hire, or any charges levied by third parties.

3. Booking Process

3.1 A Contract is formed when you formally accept our quotation and we confirm your booking in writing. Verbal estimates or informal discussions do not create a binding Contract.

3.2 You are responsible for ensuring that all information you provide to us during the booking process is complete and accurate. This includes, but is not limited to, the addresses, floor levels, lift availability, parking arrangements, expected volume, and any fragile, heavy or unusual items.

3.3 If, after booking, it becomes apparent that the information supplied was incomplete or inaccurate, we may adjust the price, change the Services, or in serious cases cancel the booking. Where we cancel due to inaccurate information, any cancellation charges under these Terms and Conditions will apply.

3.4 We reserve the right to refuse any booking at our discretion, including where access is unsafe, the Goods include prohibited items, or required resources are not available.

4. Customer Responsibilities

4.1 You must ensure that you or an authorised representative is present at the collection and delivery addresses during the agreed times to direct our team and sign any required documentation.

4.2 You are responsible for obtaining all consents, permits and approvals necessary for us to carry out the Services, including parking permissions, building management approvals and access arrangements.

4.3 You must ensure that the premises at both collection and delivery locations are safe and accessible, with sufficient space for our vehicle and safe access for our staff to move the Goods.

4.4 You must prepare and pack your Goods suitably unless you have booked our packing services. This includes securing breakable items, emptying furniture and appliances where required, and disconnecting electrical or gas appliances in accordance with manufacturer guidelines.

4.5 You must not ask our staff to perform any illegal or unsafe activities, or to move Goods that are prohibited under these Terms and Conditions or under applicable law.

5. Prohibited and Restricted Items

5.1 Unless expressly agreed in writing, we will not carry or handle any of the following:

a. Explosives, firearms, weapons or ammunition.

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

c. Perishable goods or items requiring controlled environments.

d. Illegal goods or items that it would be unlawful for you to possess or for us to transport.

e. Valuable items including but not limited to jewellery, cash, negotiable instruments, important documents, or collections of high monetary value.

5.2 If any such prohibited item is moved without our knowledge, our liability for any loss, damage or delay relating to that item is excluded, and you will be responsible for any resulting loss, damage, penalty or claim we may suffer.

6. Payments and Charges

6.1 Unless otherwise stated, all prices are quoted in pounds sterling and are exclusive of any applicable taxes that may be chargeable under law.

6.2 A deposit may be required to secure your booking. Any required deposit and the due date for payment will be stated in your quotation or booking confirmation.

6.3 The balance of the price is normally payable on or before the day of the move, as specified in your booking confirmation. We may withhold commencement or completion of the Services until cleared funds have been received.

6.4 We may charge additional fees where:

a. The move takes longer than estimated due to circumstances beyond our control, including but not limited to poor access, waiting time caused by you or third parties, or changes to the inventory.

b. Additional services are requested on the day that were not included in the quotation.

c. We incur parking charges, tolls, congestion charges, or other out of pocket expenses in connection with the Services.

6.5 If payment is not received when due, we may charge interest on any overdue amounts at the statutory rate from the due date until payment is received in full.

7. Cancellations and Amendments

7.1 If you wish to cancel or amend your booking, you must notify us as soon as reasonably practicable. Cancellation or amendment charges may apply depending on the notice given.

7.2 If you cancel more than seven days before the scheduled date of the Services, any deposit paid may be refunded at our discretion, less any reasonable administrative costs.

7.3 If you cancel between seven days and 48 hours before the scheduled date, we may retain some or all of the deposit to cover our costs and loss of opportunity.

7.4 If you cancel less than 48 hours before the scheduled start time, or if we arrive at the collection address and are unable to proceed due to your act or omission, we may charge up to the full quoted price.

7.5 We will use reasonable efforts to accommodate changes to dates, times or scope of work, but such changes are subject to availability and may result in revised pricing.

7.6 In the event of unforeseen circumstances, severe weather, vehicle breakdown, staff illness, or events beyond our reasonable control, we may need to alter or cancel your booking. In such cases, our liability will be limited to the return of any money you have paid for Services not yet performed, or rearrangement of the Services to a mutually acceptable date and time.

8. Access, Parking and Delays

8.1 You are responsible for ensuring that suitable parking is available for our vehicles at both collection and delivery locations, and for securing any necessary permits or permissions in advance.

8.2 Any parking fines or penalties incurred as a result of inadequate or prohibited parking arrangements caused by your act or omission may be charged to you.

8.3 You must inform us in advance of any restrictions such as narrow streets, low bridges, height limits, time restricted access, stair-only access, or any other factor that may affect our ability to carry out the Services.

8.4 We are not liable for delay or failure to perform the Services where such delay or failure is caused by matters beyond our reasonable control, including but not limited to traffic, weather, industrial action, accidents, or delays in gaining access to premises.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods is subject to the limits and exclusions set out in this clause.

9.2 We are not liable for loss or damage that arises from your own acts or omissions, including inadequate packing by you, failure to inform us of special handling requirements, or failure to secure fragile items.

9.3 We are not liable for purely financial loss, loss of profit, loss of business, or any consequential or indirect loss arising from the Services, including delay.

9.4 We are not liable for normal wear and tear, minor scuffs, or superficial marks that may occur in the ordinary course of moving Goods.

9.5 We are not liable for damage to items that are inherently weak, unstable, or not suitable for transport, including items assembled in a way that prevents safe moving, or where existing defects or weaknesses are present.

9.6 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable replacement value of the damaged item, subject to any limitations stated in your quotation or contract. You may be required to provide evidence of value.

9.7 We are not liable for loss or damage to the Goods where the Goods have been left unattended in a vehicle unless we have agreed to such arrangements in writing and you have paid any applicable special insurance or security charges.

10. Claims and Notification of Damage

10.1 You must inspect the Goods and premises as soon as reasonably practicable after completion of the Services.

10.2 Any visible loss or damage to Goods or property should be reported to our team on the day of the move wherever possible, and must be notified to us in writing within seven days of completion of the Services.

10.3 For claims of loss or damage notified outside this time frame, we reserve the right to reject the claim where late notification prevents proper investigation or prejudices our position.

10.4 You must provide all relevant information and evidence reasonably requested by us in connection with any claim, including photographs, descriptions of the loss or damage, and proof of value.

11. Waste, Disposal and Environmental Regulations

11.1 We comply with applicable waste and environmental regulations when handling and transporting items for disposal.

11.2 We are not a general waste carrier unless expressly confirmed in your quotation. Where we agree to remove items for disposal, such services are subject to additional charges and may require separate documentation.

11.3 You must not include hazardous waste, regulated materials or electrical items for disposal unless we have agreed to handle these and you have paid any applicable charges. Certain materials may need to be taken to authorised facilities and may incur higher disposal costs.

11.4 Where we transport items for reuse or recycling, we will take reasonable care to use appropriate facilities. However, we do not guarantee any particular method of recycling or reuse and shall not be liable for decisions made by third party facilities.

12. Insurance

12.1 We maintain liability cover appropriate for a removal service provider. Details of our cover can be made available on request.

12.2 Our insurance cover is subject to the policy terms, conditions and exclusions imposed by our insurer. You may wish to arrange your own additional insurance if the value of your Goods exceeds our liability limits or if you require broader cover.

13. Subcontractors

13.1 We may use carefully selected subcontractors to carry out all or part of the Services. Where we do so, we remain responsible to you for the performance of the Services under the Contract.

13.2 These Terms and Conditions will apply to any Services performed by our subcontractors as if they were performed by us directly.

14. Privacy and Personal Data

14.1 We will collect and process personal data necessary for the administration of your booking, the performance of the Services, customer service and legal compliance.

14.2 We will take reasonable steps to keep your personal data secure and will not sell or rent your details to third parties. We may share your information with subcontractors or service providers where required to deliver the Services.

14.3 By using our services, you consent to the processing of your personal data in accordance with applicable data protection laws.

15. Complaints and Dispute Resolution

15.1 If you are dissatisfied with any aspect of our Services, you should contact us as soon as possible so that we can seek to resolve the issue.

15.2 We will investigate any complaint reasonably and promptly, and will aim to provide a written response within a reasonable time frame.

15.3 Nothing in this clause prevents either party from pursuing legal remedies through the courts where a dispute cannot be resolved amicably.

16. Variations and Entire Agreement

16.1 No variation to these Terms and Conditions shall be effective unless it is agreed in writing by us. Any informal statements or representations made by our staff shall not override these Terms and Conditions or form part of the Contract unless expressly confirmed in writing.

16.2 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions or understandings.

17. Severability

17.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be regarded as deleted and the remaining provisions shall continue in full force and effect.

18. Governing Law and Jurisdiction

18.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.

18.2 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 Services, including disputes relating to their existence, validity or termination.

By confirming your booking with Removals Dulwich or using our Services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.