Dulwich Movers Service Terms and Conditions

These Terms and Conditions apply to all removal, relocation, carrying, loading, unloading, packing support, item transport, and related services provided by Dulwich Movers ("we", "us", "our"). By placing a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before using our moving services, as they set out the basis on which our work is carried out and the responsibilities of both parties.

These terms are intended for consumer and business customers within the United Kingdom and should be read together with any written quotation, booking confirmation, inventory, or service specification we issue. If there is any conflict between these terms and a written agreement signed by both parties, the written agreement will take priority to the extent of the conflict.

We may update these terms from time to time to reflect changes in our operations, legal obligations, or industry practice. The version in force at the time of booking will apply to your service, unless a newer version is expressly agreed in writing. The headings in these terms are included for convenience only and do not affect interpretation.

1. Booking Process

All bookings begin with a request for an estimate or quotation. We may ask for details about the property, access arrangements, volume of items, parking restrictions, stairs, lifts, fragile goods, specialist equipment, and any timing requirements. Accurate information is important because our quotation is based on the information you provide. If information later changes, we may revise the quote, service plan, staffing, vehicle size, or schedule.

A booking is only confirmed when we have issued written confirmation and, where required, received any deposit or booking fee. Verbal discussions, draft quotations, or informal scheduling messages do not create a confirmed service. It is your responsibility to check the confirmation carefully and notify us promptly of any mistakes or omissions, including address details, dates, access constraints, or special handling needs.

We reserve the right to refuse or cancel a booking before arrival if the service requested is unsuitable, unsafe, unlawful, or beyond the scope of our available equipment or staffing. In the event of a significant discrepancy between the information supplied at booking and the actual conditions on the service day, we may amend the quotation, charge additional fees, or decline to proceed until a new arrangement is agreed.

Service preparation

You must ensure that the premises are ready at the agreed time. This includes securing parking access where required, making sure pathways are clear, disconnecting appliances when that is your responsibility, and ensuring items are packed or identified in accordance with the agreed service. If our team is delayed due to incomplete preparation, we may charge waiting time or additional call-out costs.

2. Prices and Payments

All prices will be set out in the quotation or booking confirmation. Unless stated otherwise, prices are calculated using the information available at the time of quote and may be based on hourly rates, fixed fees, minimum charges, distance travelled, labour, specialist handling, or a combination of these factors. Any estimate given before inspection is an indication only and may be revised where the actual work differs from the original description.

Unless agreed otherwise in writing, payment is due in full on completion of the service and before our team leaves the premises or unloads at the destination. We may require a deposit in advance to secure the booking. Deposits are non-refundable except where stated in these terms or where required by law. We accept payment methods stated in the confirmation and may refuse cash, cheques, or unsupported card types at our discretion.

If payment is not made when due, we may suspend work, retain goods within the limits of applicable law, charge reasonable recovery costs, and/or apply interest on overdue sums at the statutory rate. You agree to pay all undisputed invoices in full. If you dispute a charge, you must notify us promptly and provide reasonable supporting information so we can investigate the matter.

Additional charges

Extra charges may apply where there are unforeseen access issues, additional waiting time, multi-trip loading, additional labour, parking fines caused by your failure to arrange suitable parking, ferry or toll charges, use of specialist equipment, or the handling of items not disclosed at the time of booking. Any such charges will be reasonable and, where possible, explained before they are incurred.

3. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice in writing or by any other method we accept. The amount payable on cancellation depends on how much notice is given and whether costs have already been incurred. If you cancel well in advance, we may refund some or all of any deposit at our discretion, subject to administration costs and any non-recoverable expenses already committed.

If you cancel within a short period before the agreed service time, or if our team arrives and cannot complete the job because access is unavailable, you may be charged a cancellation fee or call-out charge. This reflects time reserved for your booking, travel, and costs already incurred. If you wish to reschedule, we will do our best to offer an alternative date, but availability cannot be guaranteed.

We may cancel or suspend a booking if there are events beyond our reasonable control, including severe weather, road closures, accidents, breakdowns, staff illness, fire, flood, public transport disruption, industrial action, or other unforeseen circumstances. In such cases, we will notify you as soon as reasonably possible and may offer a new date or a refund of sums paid for services not provided, subject to any non-refundable third-party costs.

Consumer rights

Nothing in these terms affects your statutory rights. Where the law gives you a right to cancel a service, we will deal with that right in accordance with applicable UK consumer legislation. If you request that we begin work within the cancellation period, you may be required to pay for services already supplied, even if you later decide to cancel.

4. Liability and Care of Goods

We will exercise reasonable skill and care in providing our services. However, our liability is limited to losses caused by our negligence, breach of contract, or failure to carry out the service with reasonable care and skill. We are not responsible for damage arising from pre-existing defects, unsuitable packing, hidden weaknesses, normal wear and tear, inadequate protection provided by you, or items that are inherently fragile or unstable.

You are responsible for ensuring that all items are properly packed, labelled, and declared, unless you have specifically paid for a packing service and we have agreed to undertake that task. Where you choose to pack items yourself, you accept the risk that boxes may be overloaded, fragile goods may be insufficiently protected, or contents may shift during transit. We are not liable for damage caused by the nature of the packing supplied by you.

Our team may refuse to handle items that are unsafe, leaking, contaminated, excessively heavy, inadequately secured, or likely to cause damage to people, property, or vehicles. If we agree to move high-value items, antiques, pianos, artwork, IT equipment, or other specialist goods, this does not create an unlimited liability. Any separate insurance arrangement or declared-value procedure must be agreed in writing before the service begins.

Exclusions and limits

To the fullest extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the service. Our total liability for any claim will not exceed the amount paid for the specific service giving rise to the claim, except where the law requires otherwise. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

5. Waste Regulations and Disposal

Where our service includes removal of unwanted items, packaging, household waste, office waste, or clearance materials, all waste handling will be carried out in accordance with applicable UK waste regulations. You must tell us in advance if items include electrical goods, batteries, fridges, paints, chemicals, sharp objects, confidential papers, or any other regulated material. We may decline to remove certain items if they cannot lawfully be transported, stored, or disposed of through our normal service process.

We are not a substitute for specialist hazardous waste contractors unless we have expressly agreed otherwise in writing. You must not include prohibited, dangerous, illegal, or environmentally harmful materials in any load without prior written approval. If such items are discovered during the job, we may stop work, isolate the items, arrange appropriate disposal, or refuse to continue. Any extra costs incurred because of undeclared waste will be charged to you.

Where waste is collected by us, we will use lawful disposal routes, registered facilities, or appropriate recycling channels where practicable. You agree that once waste is lawfully removed and accepted by us for disposal, title to that waste passes to us only for the purpose of compliant handling and disposal. You remain responsible for ensuring that waste presented to us is accurately described and safely accessible.

Duty of care

Both parties must comply with the environmental duty of care principles that apply to waste transfer, transport, and disposal. If a waste transfer note, inventory, or other record is required, you agree to provide true and complete information. We may ask you to separate general waste from recyclable or controlled waste in order to comply with legal obligations and operational limits.

6. Customer Responsibilities

You must ensure that you have the right to instruct us to move, store, dispose of, or otherwise handle the items covered by the booking. You are responsible for obtaining any permissions needed from landlords, building managers, neighbours, local authorities, or other third parties. We are not responsible for delays caused by missing permissions, restricted access, or inaccurate instructions supplied by you.

You should remove or secure loose items, disconnect appliances where required, back up electronic data, empty fridges or freezers if agreed, and take reasonable steps to protect valuables, sentimental items, cash, jewellery, documents, and small personal effects. Unless we have expressly agreed to carry such items, they should be transported by you personally.

If you or anyone acting on your behalf gives us instructions at the property or during transit, we are entitled to rely on those instructions unless they are obviously unsafe or unlawful. If a third party provides instructions, you remain responsible for any resulting costs or consequences unless we have been separately informed in writing that the third party has authority to act for you.

Access and safety

You must provide a safe working environment. This includes suitable access, adequate lighting, and warning us of hazards such as broken steps, loose flooring, exposed wiring, unstable furniture, aggressive animals, or contamination. We may pause or end the service if conditions are unsafe. Any time lost because of unsafe conditions or obstruction may be charged as additional labour or waiting time.

7. Insurance and Claims

We may hold public liability and goods-in-transit insurance, but the scope, exclusions, and limits of such cover may vary and are not a substitute for your own insurance. You are encouraged to arrange appropriate insurance for items of value, especially where goods are fragile, irreplaceable, or already damaged. We are not liable for under-insurance or failure to make a separate insurance claim on your behalf unless we have expressly agreed to do so.

Any claim for damage, loss, or shortfall must be reported as soon as reasonably possible and in any event within a reasonable period after discovery. You should keep all packaging, damaged items, photographs, and supporting documents available for inspection. Failure to notify us promptly or to preserve evidence may affect our ability to investigate and may reduce or extinguish any remedy that might otherwise be available.

If a claim is accepted, we may choose at our discretion to repair, replace, refund, or compensate up to the amount reasonably attributable to our responsibility, subject to these terms and the law. Any settlement offered will be in full and final resolution of the specific claim unless we agree otherwise in writing. Acceptance of a settlement does not admit liability beyond the agreed amount.

Force majeure

We are not liable for delay or failure to perform caused by events beyond our reasonable control. If such an event continues for a prolonged period, either party may be entitled to cancel the affected booking without further liability except for sums due for work already completed or costs already incurred.

8. Governing Law and General 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 law 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.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy. Any waiver must be in writing to be effective. We may assign or subcontract our obligations where reasonably necessary for the performance of the service.

These terms, together with the booking confirmation and any agreed written variations, form the entire agreement between you and us regarding the service. You acknowledge that you have not relied on any statement not expressly set out in those documents. Nothing in these terms is intended to create rights under the Contracts (Rights of Third Parties) Act 1999 for any person who is not a party to the agreement.

Final provision

By confirming a booking with Dulwich Movers, you accept these service terms in full. If you do not agree with any part of them, you should not proceed with the booking. Our aim is to provide a clear, fair, and professional removal service framework for every customer, while complying with UK law and maintaining high standards of care, transparency, and lawful waste management.