Terms and Conditions for Dulwich Removal Company Services

These Terms and Conditions set out the basis on which Dulwich Removal Company provides removal and related services to private and business customers. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below.

Company means Dulwich Removal Company.

Customer means the person, firm or organisation booking the services.

Services means any removal, packing, unpacking, storage, transport, clearance or related services provided by the Company.

Goods means the items, furniture, personal belongings or other property which are the subject of the Services.

Premises means any property or location from or to which the Goods are moved or at which the Services are provided.

2. Scope of Services

The Company provides residential and commercial removal services, including packing, loading, transport, unloading and related services, within its normal operating area and, where agreed, to other locations. The exact scope of the Services will be as set out in the quotation or booking confirmation provided to the Customer.

Any additional services requested by the Customer and not included in the original quotation may incur extra charges. These may include, but are not limited to, packing materials, additional labour, delays caused by the Customer, extra journeys, and work outside agreed hours.

3. Quotation and Price

All quotations are based on the information supplied by the Customer and are given on the assumption that the Services can be carried out under normal conditions. Quotations are not binding if the information provided is inaccurate or incomplete.

Unless otherwise specified, the quotation will not include customs duties, parking charges, tolls, storage fees, charges for the disposal of waste, or additional insurance beyond the Companys standard cover. These may be charged separately where applicable.

Prices are quoted in pounds sterling and are exclusive of any applicable taxes unless clearly stated otherwise. The Company reserves the right to amend prices in the event of changes in fuel costs, taxes, or other factors beyond its reasonable control, provided the Customer is notified before the Services commence.

4. Booking Process

A booking is made when the Customer accepts the Companys quotation or proposal, confirms the date of the Services, and complies with any deposit or advance payment requirements specified by the Company.

Bookings may be made verbally or in writing, but will only be treated as confirmed once the Company issues a booking confirmation. The Company may decline a booking at its sole discretion.

The Customer is responsible for ensuring that all details in the booking confirmation are correct, including dates, addresses, access arrangements, and the approximate volume and nature of the Goods. Any discrepancies must be notified to the Company as soon as possible.

5. Customer Responsibilities

The Customer agrees to:

Ensure suitable and safe access to the Premises for the Companys vehicles and staff, including arranging any necessary parking permissions or permits.

Provide accurate information about the nature, quantity, and value of the Goods, and about any items requiring special handling, dismantling or reassembly.

Ensure that Goods are properly packed and ready for removal where packing services are not included in the booking.

Be present, or represented by an authorised person, at the collection and delivery addresses to provide access and to confirm that the Services have been completed.

Secure all valuables, important documents, money, jewellery, and personal items separately. The Company does not accept responsibility for such items unless specifically agreed in writing.

The Customer must not include in the Goods any hazardous, illegal, explosive, flammable, or perishable items, or any goods subject to special regulatory control. The Company may refuse to transport such items and may, where necessary, notify the relevant authorities.

6. Payments and Charges

Unless otherwise agreed, payment terms will be specified in the quotation or booking confirmation. The Company may require full or partial payment in advance, or on the day the Services are provided.

Payment methods accepted will be communicated to the Customer at the time of booking. All payments must be made in pounds sterling.

If payment is not received when due, the Company reserves the right to suspend or cancel the Services and to charge interest on overdue amounts at the statutory rate until payment is made in full. The Customer will be responsible for any costs incurred by the Company in recovering overdue sums, including reasonable legal and administrative expenses.

Additional charges may apply where:

The Services take longer than expected due to inaccurate or incomplete information provided by the Customer.

Access to the Premises is restricted, unsafe, or involves additional effort such as long carries, narrow staircases, or the absence of a working lift.

There are delays not caused by the Company, such as waiting for keys, inability to gain access, or the Customer not being ready for the move.

Extra items or services are requested on the day of the move that were not included in the original quotation.

7. Cancellations and Changes

The Customer may cancel or amend the booking by giving the Company prior notice. Any cancellation or amendment must be communicated directly to the Company.

Depending on the notice period given by the Customer, the Company may apply the following charges:

Cancellation more than seven days before the agreed date No cancellation fee, although any non-refundable third party costs may still be charged.

Cancellation between two and seven days before the agreed date A cancellation fee of up to fifty percent of the quoted price may be charged.

Cancellation less than two days before the agreed date or on the day A cancellation fee of up to one hundred percent of the quoted price may be charged.

The Company will make reasonable efforts to accommodate changes to the date, time or scope of the Services, but such changes are subject to availability and may result in additional charges.

The Company reserves the right to cancel or postpone the Services due to circumstances beyond its control, including but not limited to severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will seek to arrange an alternative date with the Customer and will not be liable for any resulting indirect loss.

8. Liability and Limitations

The Company will take reasonable care in handling, packing, transporting and delivering the Goods. However, the Companys liability is subject to the limitations set out in this section.

Unless otherwise agreed in writing, the Companys liability for loss of or damage to Goods, however caused, will be limited to a maximum amount per item or per consignment as set out in the quotation or booking confirmation. If no amount is specified, standard industry limits will apply.

The Company will not be liable for:

Loss or damage resulting from the Customers failure to properly pack or secure Goods where packing services are not provided by the Company.

Loss or damage to items that are fragile, have existing defects, or are not suitable for removal, including items with loose or brittle parts, poorly assembled furniture, and items in unstable condition.

Loss or damage to the contents of drawers, cupboards, or containers, unless these have been emptied or appropriately secured as advised by the Company.

Loss or damage caused by wear and tear, atmospheric or climatic conditions, or inherent defects in the Goods.

Indirect or consequential loss, including loss of profit, loss of opportunity, loss of contracts, or emotional distress, however arising.

The Customer must notify the Company in writing of any loss of or damage to Goods as soon as reasonably practicable and, in any event, within seven days of the completion of the Services. The Customer should provide reasonable evidence of the loss or damage and its value.

Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud, or for any other matter which cannot be limited or excluded under applicable law.

9. Insurance

The Company maintains insurance cover appropriate to its business operations. Details of cover and limits are available on request.

The Customer is encouraged to arrange additional insurance where the value of the Goods exceeds the standard limits of liability, or where the Customer requires wider or higher cover than that which is included as standard.

10. Access, Parking and Property Damage

The Customer is responsible for ensuring that appropriate parking facilities are available for the Companys vehicles at all relevant Premises, and for obtaining any permits or authorisations required.

While the Company will take reasonable care to avoid damage to property, the Customer should take steps to protect flooring, walls, door frames, and other vulnerable surfaces where necessary.

The Company will not be liable for damage to driveways, paths, or other access routes caused by the weight or movement of vehicles, provided the Company has acted with reasonable care and the Customer has directed the Company to use such access.

The Company will not be responsible for any loss or damage resulting from the structural condition of the Premises, including weak floors, ceilings, staircases or fixtures, or from hidden defects.

11. Waste, Disposal and Environmental Regulations

The Company operates in accordance with applicable waste management and environmental regulations. Where the Services include the removal or disposal of unwanted items, the Company will arrange for lawful and responsible disposal.

The Customer must clearly identify any items to be disposed of and must not include hazardous, clinical, or regulated waste in such items. The Company may refuse to handle or dispose of any items that it reasonably believes could present a risk to health, safety, or the environment, or that cannot legally be disposed of through its usual channels.

Additional charges may apply for the disposal of certain types of waste or bulky items, and for any costs imposed by waste transfer stations or similar facilities.

12. Storage Services

Where the Company provides storage, either directly or via a third party, the terms of storage, including charges, access and insurance, will be set out in a separate agreement or in the booking confirmation.

The Customer is responsible for ensuring that no prohibited or dangerous items are placed into storage. Access to stored Goods will normally be by prior arrangement and may incur handling or access fees.

13. Delays and Force Majeure

The Company will use reasonable endeavours to carry out the Services within any agreed timeframes, but time will not be of the essence unless expressly stated in writing.

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to adverse weather, traffic conditions, road closures, strikes, accidents, acts of government or public authorities, or other force majeure events.

14. Complaints and Dispute Resolution

Any concerns or complaints regarding the Services should be raised with the Company as soon as possible so that they may be addressed promptly.

The Company will investigate any complaint in good faith and will seek to resolve issues through discussion with the Customer. Where appropriate, the Company may offer remedial action or a goodwill gesture, without admitting liability.

15. Data Protection and Privacy

The Company will collect and process personal data relating to the Customer for the purposes of providing the Services, administering bookings, processing payments, and fulfilling its legal obligations.

The Company will handle personal data in accordance with applicable data protection legislation and will take reasonable steps to safeguard such data from unauthorised access or disclosure. Personal data will not be sold to third parties.

16. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that booking, unless the parties agree otherwise in writing.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by any court or competent authority, such provision will be deemed severed from the remaining provisions, which will continue in full force and effect.

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 parties agree that 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 provided by the Company.

By booking or using the Services of Dulwich Removal Company, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.