Terms and Conditions
Dulwich Movers Terms and Conditions of Service
These Terms and Conditions set out the basis on which Dulwich Movers provides domestic and commercial removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Customer means the person, firm, or company who requests or receives services from Dulwich Movers.
1.2 Services means removal, packing, unpacking, loading, unloading, storage, transport, and any associated services provided by Dulwich Movers.
1.3 Goods means the items that are to be moved, packed, stored, handled, or otherwise dealt with by Dulwich Movers in connection with the Services.
1.4 Contract means the agreement between the Customer and Dulwich Movers for the supply of Services, incorporating these Terms and Conditions and any written quotation or order confirmation.
1.5 Premises means any property or location at which the Services are carried out, including collection and delivery addresses and any storage facilities.
2. Scope of Services
2.1 Dulwich Movers provides household and office removal services, including local and regional moves, packing and unpacking, loading and unloading, and, where agreed in writing, short-term storage and associated services.
2.2 Unless explicitly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, specialist handling of high-value or fragile items, or the removal or disposal of waste or unwanted items.
2.3 Any additional services requested by the Customer on the day of the move are subject to availability, may incur additional charges, and may require a revised or supplementary agreement.
3. Booking Process
3.1 Bookings may be made following an enquiry and the provision of a quotation by Dulwich Movers. Quotations are based on the information provided by the Customer, including addresses, access conditions, volume of Goods, and any special requirements.
3.2 Quotations are valid for a limited period as stated in the quotation document. After this period, Dulwich Movers reserves the right to amend or withdraw the quotation.
3.3 The Contract is formed when the Customer confirms acceptance of the quotation and Dulwich Movers issues a booking confirmation. Acceptance may be given in writing or by an agreed form of recorded communication.
3.4 The Customer is responsible for ensuring that all information provided at the time of booking is complete and accurate. Changes to dates, addresses, property access, inventory, or service requirements may result in a revised quotation and additional charges.
3.5 Dulwich Movers reserves the right to refuse any booking request at its sole discretion, including where the requested Services cannot be safely or lawfully provided, or where the Customer has previously breached terms.
4. Access, Parking, and Service Area
4.1 The Customer must ensure suitable access to both collection and delivery premises, including clear access for vehicles and safe routes for carrying Goods.
4.2 The Customer is responsible for arranging and paying for any parking permissions, permits, or suspension of parking bays, unless otherwise agreed in writing. Any fines or penalties arising from inadequate parking arrangements caused by the Customer may be added to the Customer’s invoice.
4.3 Dulwich Movers operates within the United Kingdom. Moves outside this area are subject to separate terms and may not be available. The Customer must confirm the full addresses before the booking is finalised.
4.4 If on arrival the access is significantly different from that described at the time of quotation, Dulwich Movers may revise the charges, adjust the service, or in extreme cases, decline to carry out the move. Any additional waiting time, labour, or equipment required due to restricted or difficult access may incur extra costs.
5. Customer Responsibilities
5.1 The Customer must:
(a) Ensure that all Goods are ready for transport, properly packed and labelled, unless packing services have been included in the Contract.
(b) Remove and secure all personal documents, jewellery, cash, and other valuables. Dulwich Movers does not accept responsibility for such items unless explicitly agreed and separately itemised.
(c) Obtain all necessary permissions and consents for carrying out the move at the premises, including building management approvals, lift bookings, and access codes.
(d) Be present or represented by an authorised adult at all relevant times during the move, to provide instructions and sign any required documentation.
5.2 The Customer must not submit for removal or storage any prohibited items including, but not limited to, explosives, flammable or hazardous materials, illegal goods, live animals, perishable items, or any items requiring special licences or conditions.
6. Payments and Charges
6.1 Charges are as set out in the quotation and any subsequent written variation. Unless otherwise agreed, charges are based on the volume of Goods, distance, labour required, and any additional services.
6.2 Dulwich Movers may require a deposit at the time of booking. The amount and due date will be specified in the quotation or booking confirmation. The deposit is applied towards the total charges.
6.3 Unless agreed otherwise, the balance of the charges is payable no later than the commencement of the move. Dulwich Movers reserves the right to withhold commencement or completion of the Services if payment has not been received in cleared funds.
6.4 Payment methods will be communicated to the Customer in advance. The Customer is responsible for any bank or transaction charges incurred in making payment.
6.5 If any invoice remains unpaid after the due date, Dulwich Movers may charge interest on the outstanding amount at a reasonable commercial rate, and may suspend or cancel any further Services.
7. Cancellations and Changes
7.1 The Customer may cancel or postpone the Services by giving Dulwich Movers written notice. The applicable cancellation charges are as follows, unless otherwise stated in the quotation or booking confirmation:
(a) More than 7 days before the agreed service date: any deposit may be refunded or credited at the discretion of Dulwich Movers, subject to reasonable administrative deductions.
(b) Between 7 days and 48 hours before the agreed service date: Dulwich Movers may retain all or part of the deposit and may charge a reasonable percentage of the total quoted amount to cover losses.
(c) Less than 48 hours before the agreed service date or on the day of the move: Dulwich Movers may charge up to 100 percent of the quoted price.
7.2 Any change in the service date, addresses, or scope of work requested by the Customer is subject to availability and may result in revised charges. If Dulwich Movers cannot accommodate the new requirements, it may treat the request as a cancellation.
7.3 Dulwich Movers may cancel or postpone the Services if:
(a) The Customer fails to make required payments when due.
(b) The Customer provides misleading or incomplete information that materially affects the quotation or safe delivery of the Services.
(c) Severe weather, road closures, safety risks, or events beyond the reasonable control of Dulwich Movers prevent the Services from being carried out. In such circumstances, Dulwich Movers will seek to rearrange the Services and will not be liable for indirect or consequential losses arising from the delay.
8. Liability and Limitations
8.1 Dulwich Movers will exercise reasonable care and skill in providing the Services. Liability for loss of or damage to Goods is limited to the reasonable cost of repair or replacement, subject to the limitations and exclusions set out in this section.
8.2 Dulwich Movers is not liable for:
(a) Loss or damage arising from the inherent nature, defect, or fragility of the Goods.
(b) Loss or damage to Goods not packed by Dulwich Movers where the damage is caused by inadequate or unsuitable packing.
(c) Loss or damage to cash, jewellery, watches, valuables, important documents, or collections, unless these items have been declared in writing, specifically accepted, and an additional charge agreed.
(d) Indirect or consequential losses, including loss of profit, loss of use, loss of opportunity, or emotional distress.
8.3 The Customer must inspect the Goods and premises at the conclusion of the Services and notify Dulwich Movers of any visible loss or damage as soon as reasonably practicable, and in any event within a reasonable period. Failure to notify within a reasonable period may affect the ability to investigate and may limit or extinguish liability.
8.4 Where liability is established, Dulwich Movers may, at its option, repair the damaged item, replace it with an item of similar quality and condition, or make a financial payment not exceeding the reasonably assessed value or applicable liability limit.
8.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded under applicable UK law.
9. Insurance
9.1 Dulwich Movers maintains appropriate insurance cover in respect of its legal liabilities arising from the provision of the Services.
9.2 The Customer is strongly advised to arrange suitable insurance for Goods being moved, especially where the value of the Goods is high or where specific coverage is required beyond the standard limitations set out in these Terms and Conditions.
9.3 Any optional extended liability or additional protection offered by Dulwich Movers will be described in writing, including any applicable charges and conditions.
10. Waste, Disposal, and Environmental Regulations
10.1 Dulwich Movers is not a general waste carrier and does not routinely provide waste removal or rubbish disposal services. Any disposal or clearance services must be expressly agreed in writing and may be subject to separate charges and terms.
10.2 Where Dulwich Movers agrees to remove and dispose of items, the Customer confirms that they have the right to dispose of those items and that they do not contain hazardous substances or regulated waste.
10.3 Dulwich Movers will comply with relevant UK environmental and waste regulations when disposing of items. This may include transporting items only to authorised facilities and segregating materials where required by law or local regulations.
10.4 The Customer must not request, and Dulwich Movers will not knowingly undertake, any disposal that breaches environmental, waste, or recycling regulations. Dulwich Movers reserves the right to refuse to handle items that are hazardous, illegal, or unsuitable for transport or disposal.
10.5 Any costs, penalties, or claims incurred by Dulwich Movers arising from the Customer providing incorrect information about the nature of items to be disposed of may be charged to the Customer.
11. Delays Outside Our Control
11.1 Dulwich Movers will use reasonable efforts to carry out the Services on the agreed dates and within a reasonable timeframe. However, certain events may cause delays, including traffic conditions, accidents, road closures, extreme weather, mechanical breakdown, industrial action, and other circumstances beyond reasonable control.
11.2 Where such events occur, Dulwich Movers will seek to minimise disruption and may rearrange or adjust the Services. Dulwich Movers is not liable for any indirect or consequential losses suffered by the Customer as a result of such delays.
12. Complaints and Disputes
12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with Dulwich Movers as soon as possible so that it can be investigated and, where appropriate, remedied.
12.2 Any formal complaint should be set out clearly with relevant details of the booking, the issues encountered, and any supporting evidence. Dulwich Movers will review the complaint and respond within a reasonable timeframe.
12.3 Dulwich Movers aims to resolve disputes amicably. If a dispute cannot be resolved directly, the parties may consider using mediation or other alternative dispute resolution methods before taking court proceedings, where appropriate.
13. Data Protection and Privacy
13.1 Dulwich Movers will handle personal data provided by the Customer in accordance with applicable UK data protection laws.
13.2 Personal data will be used for purposes including providing quotations, fulfilling bookings, processing payments, managing accounts, and meeting legal obligations. Data may be retained for a reasonable period for administrative, legal, or accounting purposes.
13.3 Dulwich Movers will take appropriate measures to keep personal data secure and will not sell or share personal data with third parties except where necessary to deliver the Services, comply with the law, or with the Customer’s consent.
14. General Provisions
14.1 These Terms and Conditions, together with any quotation and written variations, constitute the entire agreement between the parties and supersede any prior understandings or representations.
14.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
14.3 No failure or delay by Dulwich Movers in exercising any right or remedy under the Contract shall constitute a waiver of that or any other right or remedy.
14.4 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of Dulwich Movers.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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, the Services, or the Contract.
By confirming a booking with Dulwich Movers or allowing our team to commence work, the Customer acknowledges that they have read, understood, and agree to these Terms and Conditions.
