Terms and Conditions for Dulwich Removals Services
These Terms and Conditions set out the basis on which Dulwich Removals provides moving, packing, transportation and related services to residential and commercial customers in the UK. By making a booking, confirming an estimate, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear, fair and practical framework for all parties, while reflecting common UK service standards and applicable legal requirements. In these terms, references to “we”, “us” and “our” mean Dulwich Removals, and references to “you” and “your” mean the customer who requests or receives the service.
These terms apply to all services supplied by Dulwich Removals unless we have agreed otherwise in writing. If any part of a quotation, booking note or written agreement differs from these terms, the written agreement will take precedence to the extent of the inconsistency. We may update these terms from time to time, but the version in force at the time of booking will normally apply to that booking. Customers are encouraged to read the full document carefully before confirming any moving removal service, storage arrangement or related additional service.
Our services may include household removals, office relocations, packing support, furniture dismantling and reassembly, loading, unloading, transport, and the handling of items that require special care. We may also assist with the removal of unwanted items where this has been agreed in advance and where all waste and disposal rules are followed. These terms should be read alongside any inventory, quotation, service specification or item list issued before the job begins.
1. Booking Process
To arrange a removal service, you must provide accurate and complete information about the property, access conditions, timing, contents to be moved, and any items requiring extra handling. We may ask for photographs, a video survey, a written inventory or a site visit to prepare an accurate estimate. The booking process is only complete when we have accepted your request and issued confirmation in writing, by email or another durable format. Until then, no binding commitment exists on either side.All quotations are based on the information supplied at the time of enquiry. If details change, we may need to revise the quotation, alter the crew size, adjust the vehicle required, or amend the scheduled duration. A removals booking may be made on a fixed-price basis or on a time-based basis, depending on the nature of the job. Any estimate provided before final inspection is approximate unless stated as fixed. We reserve the right to decline a booking where access, safety, legal or operational concerns make performance unreasonable.
The customer must ensure that the property is ready for the service at the agreed time. This includes arranging parking or permits where necessary, securing access, protecting vulnerable floors or surfaces if required, and ensuring that items to be moved are separated from goods that should remain behind. 
If you are absent at the start of the job, you must appoint a responsible adult to act on your behalf. That person will be authorised to confirm instructions, sign paperwork and approve any reasonable operational decisions needed to complete the move.
2. Prices, Charges and Payments
Charges will be set out in the quote, invoice or booking confirmation. Unless stated otherwise, prices may be influenced by the volume of goods, the distance travelled, the complexity of the move, access restrictions, waiting time, parking fees, specialist equipment, and any additional labour requested by the customer. A removal company terms document cannot predict every possible extra cost, so any services not expressly included in the written quotation may be charged separately. We will aim to keep the customer informed where additional charges are likely to arise.Payment terms will be confirmed at the time of booking. In most cases, a deposit or advance payment may be required to secure the date, with the balance due on or before completion of the service, unless a credit arrangement has been expressly agreed. Payments may be accepted by bank transfer, card or another approved method. We are not obliged to release goods, complete delivery, or continue work where payment has not been made in accordance with the agreed terms. Any overdue sum may attract reasonable administration charges and interest where permitted by law.
Where work is charged by the hour, the chargeable time will usually begin when the team arrives at the agreed collection point and end when the service is completed or the team is released, as applicable. Waiting time caused by delayed access, missing keys, late handover or other customer-related issues may be charged. 
If the move is delayed because of factors outside our control, including traffic incidents, adverse weather or third-party access issues, we may revise estimated timings and any associated charges where permitted under the booking conditions.
3. Cancellations, Postponements and No-Shows
You may cancel or reschedule a booking by giving notice in writing. The amount of any cancellation charge will depend on the timing of the notice, whether resources have already been reserved, and whether costs have been incurred. For example, a booking cancelled at short notice may result in a higher charge than one cancelled well in advance. Any deposit paid may be retained to the extent necessary to cover reasonable losses, administration costs, and non-recoverable expenses, subject always to applicable consumer law.If you request a postponement, we will do our best to offer an alternative date, but availability cannot be guaranteed. Repeated changes to the booking may require the quotation to be updated. If you fail to provide access, are not present when required, or do not make the goods available for loading, this may be treated as a cancellation or a failed attendance. In those circumstances, we may charge a call-out fee, waiting fee, or the full booked service charge where appropriate and lawful.
We may cancel or suspend a booking if we reasonably believe that performance would be unsafe, unlawful or impractical. Examples include but are not limited to severe weather conditions, vehicle breakdown, staff illness, road closures, inaccurate booking information, or a customer’s failure to comply with these terms. In the event of cancellation by us, we will normally offer a new date or refund any advance payment for services not provided, subject to deductions for work already completed and non-recoverable expenses where allowed by law.
4. Liability and Customer Responsibilities
We will take reasonable care when handling your goods and carrying out the service. However, our liability is limited to losses caused by our negligence, breach of contract, or other legal fault, and only to the extent permitted by law. We are not responsible for normal wear and tear, pre-existing damage, hidden defects, or damage resulting from items being inadequately packed, secured or labelled by the customer. Valuable, fragile or unusual items should be pointed out in advance so that suitable handling arrangements can be considered.You are responsible for ensuring that goods are adequately packed unless packing has been specifically included in the service. We do not accept responsibility for damage to items that are loose, unstable, overloaded, improperly assembled, or not fit for transport. It is your duty to remove or secure breakables, flammables, perishables, live plants, currency, jewellery, documents and similar high-risk items unless we have expressly agreed to handle them. Any item of exceptional value should be declared in advance and may require separate insurance arrangements or specialist treatment.
Where we dismantle or reassemble furniture, we will do so with reasonable skill and care, but we cannot guarantee that older or previously assembled furniture will remain free from weakness, movement or minor marking. Dulwich removal services may involve lifting, carrying and manoeuvring through confined spaces, and some risk of scuffing or minor disturbance is unavoidable. We will not be liable for loss caused by inaccurate instructions, inadequate access information, or failure by the customer to obtain necessary consents from landlords, building managers or neighbours.
5. Goods in Transit, Insurance and Claims
Where appropriate, we may maintain insurance cover for our operations, but insurance does not replace the need for care, cooperation and accurate disclosure from the customer. Any cover available will be subject to policy terms, exclusions and limits. If you require a higher level of protection, you should ask for details before the service begins and ensure that any additional cover is agreed in writing. We do not guarantee that every item will be covered in every circumstance, particularly where the item falls outside the scope of standard transport risk.If you believe any item has been lost or damaged during the service, you must notify us as soon as reasonably possible and no later than the period specified in the booking confirmation or claim procedure, so that we can investigate promptly. You should retain packaging, photographs and other evidence that may assist in assessing the claim. Our liability, if established, will normally be limited to repair, replacement, or a monetary amount reflecting the actual loss, subject to any contractual or statutory limits.
We are not liable for indirect or consequential loss, including loss of profit, business interruption, emotional distress, or loss arising from missed appointments, unless such liability cannot lawfully be excluded. Nothing in these terms seeks to limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Removal service terms UK should always be interpreted consistently with consumer protection rules and other mandatory legal rights.
6. Waste, Disposal and Environmental Compliance
Where we collect unwanted items, packaging, or discarded materials, both parties must comply with applicable waste regulations. We will only remove waste where this has been expressly agreed and where the type of waste is lawful for us to collect under the relevant licensing and duty-of-care requirements. The customer must accurately describe all waste to be removed and must not include prohibited, hazardous or controlled materials unless we have specifically agreed to handle them in accordance with the law.You remain responsible for identifying any items that may be classed as special, restricted or hazardous waste, such as chemicals, paint, gas cylinders, asbestos-containing materials, medical waste, oils or electrical items requiring separate treatment. If such materials are discovered unexpectedly, we may refuse to move or dispose of them, or we may charge additional costs for lawful handling if this is possible. Waste may only be transferred to an authorised facility or disposed of in a lawful manner, and the customer agrees to provide any information reasonably needed to support compliance records.
We may refuse to remove waste if there is any risk of contamination, illegal disposal, fly-tipping, or breach of environmental rules. If the customer asks us to transport or dispose of goods in a way that would breach any law, regulation or licence condition, we will not comply. The customer must not place prohibited items within mixed loads without disclosure. By booking a waste-related service, you confirm that you have the right to dispose of the items concerned and that the materials can lawfully be transferred by us.
7. Access, Property Condition and Third Parties
You are responsible for ensuring reasonable access to the collection and delivery points. This includes lifts, stairways, corridors, parking spaces, security requirements, and permission to enter relevant parts of the building. If access conditions differ from those described during booking, we may need to modify the service or charge extra time. We are not liable for delays caused by third parties, building management restrictions, permit issues, or the refusal of access by persons with authority over the premises.Where necessary, you must obtain any consents, licences or permissions required for the move, including consent from landlords, managing agents, neighbours or local authorities. We may rely on the instructions of the customer or their nominated representative unless we have reason to believe those instructions are invalid or unsafe. If a property, route or item appears likely to cause damage, injury or legal difficulty, we may pause the service pending clarification. Our team may decline to perform any task that would be unsafe or would reasonably risk damage to property.
Dulwich house removals and commercial moves can involve shared buildings, narrow streets, protected surfaces and fragile surroundings. For that reason, customers should remove obstacles where possible, protect sensitive items, and declare any known hazards in advance. We will use reasonable care but cannot be responsible for pre-existing defects, hidden wiring, weak floors, unstable fixtures or similar conditions not brought to our attention before work begins. If necessary, we may take photographs of relevant conditions for record-keeping and risk assessment.
8. Governing Law and General Legal Provisions
These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision shall be treated as modified to the minimum extent necessary, and the remaining provisions will continue in full force and effect.No failure or delay by us in exercising any right or remedy will operate as a waiver of that right or remedy. Any waiver must be given in writing and will apply only to the specific situation for which it is given. The headings in this document are for convenience only and do not affect interpretation. A reference to a statute or regulation includes amendments and re-enactments from time to time, and references to written agreement include electronic communications where legally effective.
By using the services of Dulwich Removals, you confirm that you have read, understood and accepted these terms and that the information you provided is accurate to the best of your knowledge. These service terms are intended to support a professional, transparent and lawful removals experience. If you do not agree to these terms, you should not proceed with the booking or allow the service to commence.