Movers Dulwich Service Terms and Conditions

These Terms and Conditions set out the basis on which Movers Dulwich, moving services in Dulwich, and related removal and relocation services are provided to customers in the UK. By making a booking, confirming a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging any service, as they explain how bookings are made, what payments are due, when cancellations may apply, how liability is limited, and how waste regulations are handled.

1. Service Scope. We provide household removals, furniture moving, packing support, loading and unloading, delivery assistance, and other agreed moving tasks. The exact scope of work is limited to the written quotation, job confirmation, or service agreement accepted by you. Any additional work requested on the day may be carried out only if our team agrees and the extra cost is confirmed. Unless we agree otherwise in writing, our service does not include specialist dismantling, reassembly beyond ordinary furniture, electrical disconnection, plumbing work, storage, or handling of prohibited items.

2. Booking Process. A booking is usually made after we review your enquiry, assess the estimated volume, location, access conditions, and any special requirements, and then issue a quotation or estimate. The booking becomes confirmed only when you accept the quote, provide the required details, and pay any deposit or booking fee requested. You must ensure that all information supplied is accurate and complete, including parking restrictions, stair access, lift availability, item sizes, and any time limitations. If the details change, you should notify us promptly, as the quotation may need to be revised.

3. Customer Responsibilities. You must ensure that goods are properly packed unless packing has been included in the service. Fragile items should be protected and clearly marked. You are responsible for securing drawers, removing loose parts, and emptying appliances unless we have agreed to do this. You must also arrange appropriate permissions for access, parking, and building rules. If our team is delayed or prevented from working because access is not available, information was inaccurate, or permissions were not obtained, waiting time, additional mileage, or rescheduling costs may be charged.

4. Quotations and Pricing. Unless stated otherwise, quotations are based on the information provided at the time of pricing and may be revised if the job changes. Prices may depend on the number of workers, vehicle size, travel time, distance, floor level, waiting time, and the complexity of the move. We may charge for packing materials, tolls, parking, congestion-related costs, storage, fuel surcharges where applicable, and other pre-agreed extras. Any estimate given is not a fixed price unless expressly confirmed as such in writing.

5. Payments. Payment terms will be set out in the quotation, invoice, or booking confirmation. Unless agreed otherwise, payment is due on or before completion of the job, and any deposit paid is non-refundable except where these terms provide otherwise. We may accept bank transfer, card payment, or another approved method. If you fail to pay on time, we may suspend further work, retain goods within the limits of the law, charge reasonable recovery costs, and apply statutory interest where permitted. You are responsible for ensuring that payment cards and accounts used for booking are valid and authorised.

6. Cancellations and Rescheduling. If you wish to cancel or move a booking, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice you give, whether staff or vehicles have already been allocated, and whether we have incurred costs for materials or subcontracted services. Where a deposit has been taken, it may be retained to cover administration and reserved capacity. If you reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. For urgent moves, same-day changes or late cancellations may result in the full quoted fee becoming payable.

7. Delays, Waiting Time, and Aborted Jobs. If the move cannot start or continue because of circumstances outside our reasonable control, including traffic disruption, unsafe access, incorrect addresses, unavailable keys, or missing permissions, we may charge for waiting time or reattendance. If the job is aborted after our team has attended the site, we may charge for the time worked, travel, and any direct costs incurred. We are not responsible for losses caused by delays that are not due to our negligence. If you ask us to leave goods in an unsafe location or to complete the move contrary to law or building rules, we may refuse.

8. Liability and Risk. We will take reasonable care when handling your property, but you acknowledge that moving items involves inherent risk. We are not liable for normal wear and tear, pre-existing damage, hidden defects, items that were inadequately packed, or loss resulting from faulty assembly, inadequate protection, or your instructions. Where goods are transported by us, risk may pass at different stages depending on the service arranged and the terms of collection or delivery. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

9. Claims for Damage or Loss. If you believe that an item has been lost or damaged during the service, you must notify us promptly and provide reasonable evidence, including photographs where available. Claims should identify the item, the nature of the loss, and the circumstances in which it occurred. We may inspect the item, packaging, or relevant site conditions before responding. Where we are responsible for proven loss or damage, our liability may be limited to repair, replacement, or the fair market value of the item, subject to any agreed cap or insurance arrangement. We do not accept responsibility for indirect or consequential losses such as loss of profit, loss of business, or emotional distress.

10. Insurance. We maintain insurance appropriate to the services we provide, but insurance does not remove your obligation to pack items properly, declare fragile or high-value goods, and follow our handling instructions. Certain items may require special protection or separate declaration. If you choose to transport valuables, antiques, artwork, musical instruments, or other sensitive items without notifying us in advance, they may be excluded from enhanced cover. You should consider obtaining your own insurance for goods of unusual value or sentimental significance.

11. Prohibited and Restricted Items. We do not carry items that are illegal, dangerous, unstable, or otherwise prohibited by law, including but not limited to firearms, explosives, gas canisters, hazardous chemicals, live animals, and stolen goods. We may also refuse items that are unsafely packed, leak, emit strong odours, or pose a health and safety risk. If such items are concealed among other goods, you remain responsible for all resulting damage, delay, or legal consequences. Any refusal to transport a prohibited item does not create a right to cancel other charges already incurred.

12. Waste Regulations and Disposal. Where our service includes removal of unwanted items, packing waste, or clearance materials, all disposal work will be carried out in accordance with applicable UK waste regulations. Waste must be described accurately, and you must disclose whether it contains electrical equipment, mattresses, sharps, paint, chemicals, confidential documents, or other regulated materials. We may refuse to remove any waste that cannot lawfully be collected, sorted, transported, or disposed of through approved channels. You are responsible for ensuring that waste handed to us is genuinely yours to dispose of and does not include controlled or hazardous materials unless we have agreed in writing to manage them through a lawful specialist route.

13. Environmental and Duty of Care Requirements. When disposing of waste, we will act under the duty of care principles applicable in England and Wales, which require proper containment, transfer, and traceable disposal. You may be asked to provide information about the source and nature of the waste before collection. If we reasonably suspect that waste has been misdescribed or that collection would breach environmental rules, we may decline the job, isolate the relevant items, or arrange an amended service. Any extra costs arising from incorrect description, contamination, or segregation requirements may be charged to you. Waste transfer notes or similar records may be completed where necessary to comply with legal obligations.

14. Access, Health and Safety. You must ensure the premises and access routes are reasonably safe for our personnel and vehicles. This includes clear stairways, adequate lighting, suitable parking arrangements, and warning us in advance of any hazards such as loose flooring, narrow entrances, low ceilings, pets, aggressive behaviour, or structural limitations. Our team may stop work if conditions are unsafe or if continuing would expose anyone to risk. If a property is unsuitable for safe movement of items, we may require you to make arrangements before proceeding. Any delay caused by unsafe conditions may be billed as waiting time or treated as an aborted service if work cannot continue.

15. Subcontracting and Personnel. We may use employees, agency workers, or subcontractors to perform all or part of the service. Any such personnel acting on our behalf are bound by operational instructions and these terms so far as relevant. We may substitute a vehicle or crew member if necessary to complete the job safely or efficiently. You agree that the performance of the service does not depend on any particular individual unless expressly stated in writing.

16. Unforeseen Circumstances. We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, road closures, accidents, industrial action, epidemics, fire, flood, power failure, or government restrictions. If such an event occurs, we will try to rearrange the service or complete it as soon as reasonably possible. If the event continues for a substantial period, either party may cancel the affected booking, but you may still be liable for work already performed and costs already incurred.

17. Customer Property and Storage. Unless we have agreed to store goods, all property remains at your risk once the agreed service is completed and goods have been delivered or left at the specified location. If you fail to take delivery or do not provide access, we may store goods temporarily at your risk and cost or return them to the origin address if feasible. Storage is subject to separate terms and may involve additional charges, access restrictions, and insurance requirements. We are not responsible for deterioration caused by long-term storage unless it is due to our negligence.

18. Complaints and Corrections. If you have concerns about the service, you should notify us within a reasonable time so that we can investigate and, where appropriate, take corrective action. Please provide full details of the issue and any supporting evidence. We may offer a repair, partial refund, price adjustment, or other remedy where justified. Using the service after discovering a problem may affect the remedies available. Nothing in this clause prevents you from relying on your statutory rights.

19. Data and Privacy. We may collect and use personal information necessary to manage bookings, invoices, access arrangements, service delivery, and legal compliance. This may include names, addresses, contact details, payment records, and job notes. We will handle personal data in accordance with applicable UK data protection law and will only keep information for as long as necessary for business, legal, or accounting purposes. We do not sell customer data. Any references to privacy policies are supplemental and do not replace these Terms.

20. Governing Law and Jurisdiction. These Terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these Terms is found invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any term will be effective unless made in writing. By using Movers Dulwich services, you confirm that you have read, understood, and accepted these Terms and Conditions.