UK Service Terms and Conditions for a Removal Company in Dulwich
These Terms and Conditions set out the basis on which our removal company Dulwich service is provided. By making a booking, you agree to these terms, which are designed to protect both you and us, and to ensure that every removal service is carried out safely, efficiently and in compliance with UK law. Please read this document carefully before confirming any booking. If you are unsure about any point, you should request clarification before the work begins.
Throughout this document, the words “we”, “us” and “our” refer to the service provider, while “you” and “your” refer to the customer making the booking. These terms apply to domestic and commercial removals, as well as any associated handling, loading, transportation, unloading, and optional disposal services. They also apply where our removal services are booked as part of a wider relocation or clearance package.
Our services are provided subject to availability, the accuracy of the information you supply, and the condition of the property, access points, and items to be moved. Any quotation is based on the details given at the time of booking and may be revised if circumstances change. We reserve the right to decline work that would be unsafe, unlawful, or materially different from the agreed service description.
Booking Process
The booking process begins when you provide us with a description of the items, the collection and delivery addresses, preferred dates, and any special requirements. To prepare a quotation for a moving company Dulwich service, we may ask for an inventory, photographs, floor details, parking information, or confirmation of access restrictions. You are responsible for providing accurate and complete information. If the details supplied are incomplete or misleading, the final price, timings, or scope of work may need to be adjusted.
Once a quotation is issued, it remains valid for the period stated in the quote, or if no period is stated, for a reasonable time subject to availability. A booking is only confirmed when you accept the quotation and we acknowledge the booking in writing or by electronic confirmation. For larger jobs, we may require a deposit or pre-authorisation to secure the date. The confirmed service will be delivered in line with the agreed scope, though additional charges may apply for extra labour, materials, waiting time, or services not included in the original quotation.
The customer must ensure that all access arrangements are in place on the agreed day. This includes building access, lifts, parking permissions, permits where required, and the presence of any keys, codes, or responsible persons needed to complete the job. If the vehicle cannot park lawfully or the premises cannot be accessed, we may charge for delay, abortive attendance, or rescheduling. A removals company Dulwich cannot be responsible for missed dates caused by inaccurate access information or the absence of required authorisations.
Payments and Charges
Unless otherwise agreed in writing, payment is due on the day the service is provided and before or immediately after completion. We accept the payment methods stated at the time of booking, and any card processing or bank transfer charges, where applicable and lawful, will be disclosed in advance. For larger or multi-day projects, staged payments may be requested. Any deposit taken will be deducted from the final balance unless it is specifically stated to be non-refundable in the event of cancellation.
All prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotations are based on the information available at the time and may change if the actual service differs from the agreed plan. Typical reasons for price adjustments include additional volume, heavy or awkward items, extra floors, waiting time, congestion, parking penalties, stairs, dismantling, reassembly, or the need for specialist handling. Any revised charge will be explained as soon as reasonably possible. If you choose not to proceed with additional work, we may complete only the originally agreed elements of the service.
Late or failed payments may result in interest, administrative charges, and recovery action to the extent permitted by law. Title to any goods or materials supplied by us remains with us until payment has been made in full. Where we reasonably believe payment will not be made, we reserve the right to retain items or suspend further services, subject to applicable legal rights and duties. Any invoice dispute should be raised promptly, with clear reasons and supporting information, so that it can be reviewed without delay.
Cancellations, Rescheduling and Customer Changes
You may cancel or reschedule a booking by giving notice in writing or through the agreed booking channel. The amount charged for cancellation depends on how much notice is provided, whether staff, vehicles, or third-party services have already been allocated, and whether we can reasonably reassign the slot. If cancellation occurs at short notice, a proportion of the fee or the deposit may be retained to cover costs and lost availability. If the service has already started, you remain responsible for the work completed and any expenses incurred.
We may cancel or reschedule a booking if there is a risk to health and safety, if access conditions are materially different from those agreed, if the property or items are misdescribed, or if force majeure events make performance impracticable. In such cases, we will try to offer an alternative date or a fair adjustment, but we are not liable for indirect losses caused by cancellation where this is permitted by law. A removal company Dulwich may also suspend work if the customer or any third party behaves abusively, dangerously, or unlawfully.
If you request changes to the booking after confirmation, including changes to the date, service type, quantity of items, or addresses, we may revise the price and timing. We are not obliged to accept late changes if they would require additional resources or create safety issues. The earlier you notify us of any change, the more likely we can accommodate it. All agreed variations should be confirmed in writing to avoid misunderstanding and to maintain a clear service record.
Liability and Service Standards
We will carry out our services with reasonable care and skill, using appropriately trained staff and suitable equipment. However, our liability is limited to direct loss or damage caused by our proven negligence or breach of contract, subject to the exclusions below and to the extent permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
You are responsible for ensuring that items are properly packed, labelled, and suitable for transport unless we have expressly agreed to pack them. Fragile items, valuables, heirlooms, documents, cash, jewellery, sentimental possessions, and confidential materials should be transported by you unless we have expressly accepted responsibility in writing. We recommend that you retain essential items such as medicines, passports, keys, and important records. A removals company Dulwich will not be liable for pre-existing damage, inadequate packing, natural wear and tear, or damage caused by defective packaging supplied by you.
To make a claim for damage or loss, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. You should provide supporting evidence such as photographs, a description of the issue, and any relevant supporting documents. We may inspect the item, packaging, or site before deciding on any claim. Where liability is accepted, our remedy may be repair, replacement, or a refund, subject to the contract and the law. We are not responsible for indirect losses, including missed deadlines, loss of profit, or emotional distress, unless liability cannot lawfully be excluded.
Waste Regulations and Disposal Services
Where our service includes removal of unwanted items, clearance, or disposal, all such work will be handled in accordance with applicable UK waste legislation, including the duty of care requirements under environmental law. We may only transport, handle, or dispose of waste where we are authorised to do so and where the waste stream is suitable for the service agreed. You must not ask us to remove hazardous, prohibited, or improperly described materials unless we have specifically agreed to do so in advance and in line with legal and licensing requirements.
Waste must be accurately described before collection. This includes furniture, general household waste, electrical items, bulky items, garden waste, office waste, and any materials that may require separate handling. If waste is found to contain items that are hazardous, contaminated, sharp, leaking, or otherwise unsafe, we may refuse collection, charge for extra handling, or require the waste to be isolated. The customer remains responsible for any fines, penalties, or losses arising from undeclared regulated waste, incorrect descriptions, or unlawful disposal requests.
We may provide evidence of lawful transfer or disposal where appropriate, and you should retain any receipt or written confirmation supplied. You agree not to use our removal services to dispose of items that are subject to special controls, including asbestos, chemicals, gas cylinders, clinical waste, certain batteries, oils, solvents, or any other restricted waste, unless expressly agreed and lawfully permitted. If you are unsure whether an item can be taken, you must disclose full details before the booking is confirmed.
Access, Customer Responsibilities and Unsafe Conditions
You must ensure the property is ready for the service, with paths, corridors, rooms, and loading areas clear enough for safe movement of staff and items. Floors, stairs, doorways, and entrances should be suitable for the type of items being moved. If we reasonably consider that conditions are unsafe, we may pause, adapt, or stop work until the risk is removed. This may include poor lighting, ice, obstruction, aggressive animals, structural defects, or the presence of hazardous materials.
You are also responsible for securing loose items, disconnecting appliances where this is required and safe, and ensuring that children, pets, and unauthorised persons are kept away from the work area. If we need to disassemble furniture, disconnect appliances, or move items that are fixed or unusually heavy, the service must include those tasks or additional charges may apply. A removal company Dulwich is entitled to rely on your instructions and on the assumption that all items are safe and lawful to move unless you tell us otherwise.
If any item proves impossible or unsafe to move, we may refuse to carry it, or we may complete the move by an alternative method if one is reasonably available and if you agree to any related charge. We will not be liable for delays or losses caused by obstructions, inaccessible premises, unprepared items, or failure to comply with the responsibilities in this section. Our staff may leave the site if they reasonably believe continuing would endanger people, property, or vehicles.
Insurance, Force Majeure and Data
We maintain insurance cover appropriate to the nature of the service, but this does not remove your duty to take out your own insurance where you wish to protect particularly valuable or fragile items. You should check whether your home, contents, business, or travel insurance provides cover during transit and while items are in temporary storage, if storage is included. Where a claim is made, any insurance or compensation will be assessed according to the contract terms and the applicable policy provisions.
We are not responsible for failure to perform, or delay in performance, caused by events beyond our reasonable control. Such events may include severe weather, traffic disruption, accidents, road closures, industrial action, fire, flood, power failure, epidemic, governmental restriction, or failures by third parties. If such an event affects the service, we will act reasonably to minimise disruption, but neither party will be liable for delay or non-performance caused by that event, provided that we notify the other party as soon as practicable.
Any personal data collected during the booking and service process will be handled in accordance with applicable data protection law. We use the information you provide only for legitimate business purposes, including quotations, scheduling, invoicing, record keeping, and service administration. We will not share your data unnecessarily and we will retain it only for as long as is required for the purposes for which it was collected or for legal compliance.
General Legal Terms and Governing Law
These Terms and Conditions constitute the entire agreement between you and us in relation to the booked service, unless varied in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall operate as a waiver of that right. You may not transfer your rights or obligations under this agreement without our written consent, and we may assign or subcontract parts of the service where necessary to deliver the work efficiently.
Any notice or communication required under these terms should be made through the agreed booking or administrative channel and should clearly identify the booking concerned. These terms are intended for use by customers engaging a removals company Dulwich service in the UK and are drafted to reflect common service arrangements without over-specific local references. They are designed to operate alongside your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, and any other relevant statutory rights.
These terms and any dispute or claim arising from them, or from the service provided, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for our removal company Dulwich service.