Terms and Conditions

Docklands Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Removals provides removal and associated 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 confirming a booking.

1. Definitions

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

Company means Docklands Removals, the removal service provider.

Customer means the individual, business, or organisation that makes a booking with the Company for removal or associated services.

Services means household or commercial removals, packing, loading, transportation, unloading, storage, and any other services provided by the Company as agreed in writing.

Goods means the items that the Company agrees to move, handle, or store as part of the Services.

Contract means the agreement between the Company and the Customer for the provision of Services incorporating these Terms and Conditions and any written quotation or confirmation of booking.

2. Scope of Services

The Company provides domestic and commercial removal services, including but not limited to packing and unpacking, loading and unloading, transportation of Goods, and short-term storage if agreed. The exact Services to be provided will be set out in the quotation or booking confirmation.

The Company operates primarily within London and surrounding areas, but may provide Services to and from other locations in the United Kingdom by prior agreement.

3. Quotations and Estimates

All quotations are based on the information supplied by the Customer, including the property addresses, access conditions, volume and nature of Goods, and any special requirements. Quotations are not binding if there are material changes to the information provided.

Unless stated otherwise in writing, quotations are valid for 30 days from the date of issue. After this period, the Company may revise the quotation to reflect any changes in costs or circumstances.

The quotation will specify whether it is a fixed-price quotation or an estimate. Where the quotation is an estimate, the final price will be based on the actual time spent, distance travelled, resources used, and any additional services requested on the day.

4. Booking Process

A booking is made when the Customer accepts the quotation or estimate provided by the Company and receives confirmation from the Company that the booking has been accepted.

The Customer must provide accurate and complete information during the booking process, including details of the properties involved, access arrangements, parking restrictions, the nature and quantity of Goods, and any items requiring special handling.

The Company reserves the right to decline a booking at its sole discretion, including where it reasonably believes that the work cannot be carried out safely, lawfully, or with the resources available.

The Company may request a deposit or prepayment to secure the booking. The amount and due date of any deposit or prepayment will be communicated to the Customer at the time of booking.

5. Customer Responsibilities

The Customer is responsible for ensuring that:

All Goods to be moved are properly packed, secured, and labelled, unless packing services have been purchased from the Company.

All Goods are ready for removal at the agreed time and that there is suitable and safe access at both collection and delivery addresses.

Parking arrangements are made where necessary, including any permits required. The Customer shall be liable for any parking charges or fines incurred as a result of inadequate arrangements.

Any items that require special handling due to their size, weight, fragility, or value are disclosed to the Company at the time of booking.

All Goods are removed from lofts, attics, or other areas with restricted access, unless specifically agreed otherwise in writing.

6. Payments and Charges

Unless otherwise agreed in writing, payment for the Services is due on or before the date of the move. The Company may specify that payment is required in advance, on completion, or by instalments depending on the nature of the job.

The Company accepts standard forms of payment as made available from time to time. The Customer is responsible for ensuring that cleared funds are received by the Company by the due date.

Where the Customer fails to pay any sum by the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law, accruing daily until payment is made in full.

Additional charges may apply where:

The move takes longer than anticipated due to circumstances beyond the Company’s control, such as delays in gaining access, waiting for keys, or congestion in communal areas.

Additional services are requested by the Customer on the day, including dismantling or reassembly of furniture, packing, or temporary storage.

There are unforeseen access issues, such as long carries, difficult staircases, or use of lifts not previously disclosed.

The Customer agrees to pay any additional charges reasonably incurred and notified by the Company.

7. Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, they must notify the Company as soon as reasonably practicable.

The following cancellation charges may apply, unless otherwise agreed in writing.

More than 7 days before the agreed move date, any deposit paid may be refundable at the Company’s discretion, less any reasonable administrative costs.

Between 7 days and 48 hours before the agreed move date, the Company may retain all or part of any deposit paid and may charge up to 50 percent of the quoted price.

Less than 48 hours before the agreed move date, the Company may charge up to 100 percent of the quoted price.

Where a move is postponed at the Customer’s request, the Company will use reasonable efforts to accommodate the new date. Any additional costs incurred, including lost labour time or rebooking charges, may be charged to the Customer.

8. Access, Parking, and Delays

The Customer must ensure that the Company’s vehicles can park legally, safely, and reasonably close to the entrance of the property. If parking restrictions apply, the Customer is responsible for arranging permits or authorisations in advance.

If access or parking is restricted or hazardous, the Company may refuse to carry out part or all of the Services, or may charge additional fees to cover increased time, labour, or equipment requirements.

The Company will not be liable for delays caused by factors beyond its reasonable control, including traffic congestion, road closures, adverse weather, industrial action, or delays in gaining access to the property. In such circumstances, the Company will use reasonable efforts to complete the Services as soon as practicable.

9. Excluded Goods

Unless expressly agreed in writing before the move, the Company will not carry or store:

Any illegal, hazardous, or explosive items, including drugs, firearms, ammunition, fireworks, or gas cylinders.

Perishable or refrigerated goods.

Live animals, plants of high sensitivity, or other living organisms.

Valuables including money, jewellery, watches, important documents, or items of exceptional value.

If any such items are included without the Company’s knowledge, the Company shall have no liability for loss, damage, or deterioration arising from their carriage or storage, and the Customer shall be responsible for any resulting loss or damage to other Goods or property.

10. Liability and Limitations

The Company will take reasonable care in handling and transporting the Goods and will use reasonable skill and care in the provision of the Services.

However, the Company’s liability for loss of or damage to Goods, property, or other losses is limited as follows, except where otherwise required by law.

The Company’s total liability for loss of or damage to Goods shall not exceed a reasonable replacement value per item or consignment as agreed with the Customer, subject to any insurance cover arranged.

The Company shall not be liable for loss or damage arising from:

Inherent defects, weaknesses, or pre-existing damage in the Goods.

Normal wear and tear, or deterioration arising from normal handling and transport.

Failure of the Customer to adequately pack or protect Goods, unless packing has been carried out by the Company.

Acts or omissions of the Customer or any third party not under the Company’s direct control.

Events beyond the Company’s reasonable control, including but not limited to fire, flood, severe weather, acts of terrorism, or war.

The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of use, or loss of opportunity, arising from or in connection with the Services.

11. Claims and Complaints

The Customer must inspect the Goods and property at the completion of the move and promptly notify the Company of any apparent loss or damage.

Any claim relating to loss or damage to Goods or property must be notified to the Company in writing as soon as reasonably practicable and in any event within 7 days of completion of the Services. The notification should include details of the alleged loss or damage and supporting evidence where available.

Failure to notify a claim within this timeframe may affect the Company’s ability to investigate and may result in the claim being rejected, unless the Customer can show that it was not reasonably possible to notify earlier.

12. Insurance

The Company may maintain appropriate insurance cover in respect of its legal liabilities arising from the provision of Services. Details of cover can be provided on request.

It remains the Customer’s responsibility to arrange additional insurance for Goods if they require cover that exceeds or differs from the standard liability of the Company. The Customer should seek independent advice where necessary.

13. Waste and Disposal Regulations

The Company will comply with applicable UK waste and environmental regulations when handling any items designated for disposal.

The Customer must clearly identify any items to be disposed of and confirm that they are entitled to authorise their disposal.

The Company does not handle hazardous, clinical, or controlled waste and may refuse to remove any items that, in its reasonable opinion, present a health, safety, or legal risk.

Where the Company agrees to remove unwanted items, these may be taken to licensed waste or recycling facilities in accordance with applicable regulations. The Customer is responsible for all charges associated with disposal, which will be notified in advance where possible.

14. Data Protection and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of organising and delivering the Services, administering payments, and managing its business operations.

The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to keep such data secure and confidential.

Personal data will not be sold or disclosed to third parties other than where necessary to provide the Services, comply with legal obligations, or with the Customer’s consent.

15. Health and Safety

The Company is committed to maintaining safe working practices and complying with applicable health and safety regulations.

The Customer must ensure that the property is safe for the Company’s staff and contractors, including by keeping access routes clear of hazards, securing pets, and notifying the Company of any known risks such as structural defects, loose flooring, or hazardous materials.

If the Company reasonably believes that the conditions at the property present a risk to health or safety, it may suspend or terminate the Services until the risk is addressed. Any additional costs incurred as a result may be charged to the Customer.

16. Termination

The Company may terminate the Contract immediately by notice to the Customer if the Customer fails to pay any amount due, is in material breach of these Terms and Conditions, becomes insolvent, or behaves in a threatening, abusive, or discriminatory manner towards the Company’s staff or contractors.

On termination, the Customer shall pay all sums due for Services performed up to the date of termination, together with any applicable cancellation charges.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, 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.

18. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to perform the Services.

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral.