Docklands Removal Company Service Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Removal Company provides removal, relocation, and associated services. By making a booking, accepting a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following definitions apply.

Company means Docklands Removal Company providing the removal and related services.

Customer means the person, firm, or organisation that contracts with the Company for services.

Services means any removal, packing, unpacking, loading, unloading, storage, clearance, or related services provided by the Company.

Premises means the property or properties from which items are removed, delivered, or stored, including access routes such as driveways, stairwells, and communal areas.

Goods means all items to be moved, packed, stored, transported, or otherwise handled by the Company in connection with the Services.

Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation.

2. Scope of Services

The Company provides household and commercial removals, packing and unpacking, furniture handling, and associated services within its service area and to other destinations as agreed. The precise scope of work will be as set out in the quotation or booking confirmation.

The Company reserves the right to use suitably qualified subcontractors or agents to carry out all or part of the Services where necessary. The same standards and terms will apply to such work.

3. Booking Process

3.1 Initial enquiry and quotation

The Customer may request a quotation by providing accurate information regarding the nature of the Goods, the Premises, access details, special handling requirements, and the desired dates for the Services. Quotations may be provided following a site visit or based on information supplied by the Customer.

All quotations are based on the information provided at the time and are subject to amendment if that information is found to be incorrect, incomplete, or has materially changed prior to the Service date.

3.2 Acceptance of quotation

A booking is not confirmed until the Customer has accepted the quotation in writing or in another form approved by the Company and any required deposit has been received and cleared. Verbal quotations are not binding until confirmed in writing by the Company.

3.3 Changes to booking

Any changes to the Services, including changes of date, address, access, volume of Goods, or additional requirements, must be notified to the Company as early as possible. The Company will use reasonable efforts to accommodate changes but cannot guarantee availability. Price adjustments may apply if the scope of work changes.

4. Access, Parking, and Preparation

The Customer is responsible for ensuring that suitable access and parking are available at all addresses involved in the move. This includes obtaining any required permits, authorisations, or permissions and complying with relevant parking and access regulations.

The Company is not liable for delays or additional costs caused by inadequate access, parking restrictions, or unsafe conditions. Additional charges may apply where operatives are required to carry Goods over long distances, up additional flights of stairs, or where access is restricted compared to what was initially advised.

The Customer must ensure that Goods are properly packed where the Company has not been contracted to provide packing services, that appliances are disconnected, and that any items requiring disassembly are dismantled unless otherwise agreed in the quotation.

5. Payments and Charges

5.1 Pricing

Charges are based on the scope of work described in the quotation or booking confirmation and may take into account travel distance, size of load, labour required, access conditions, and any additional services requested.

5.2 Deposits

The Company may require a deposit to secure the booking. The deposit amount and due date will be stated in the quotation or booking confirmation. Deposits are part payment toward the total charges and are subject to the cancellation provisions in these Terms and Conditions.

5.3 Payment terms

Unless otherwise agreed in writing, full payment is due on or before the day the Services are carried out. The Company may require payment prior to unloading the Goods at the delivery address. For business customers, alternative payment terms may be agreed in writing.

If payment is not received when due, the Company reserves the right to suspend Services, retain Goods until payment is made in full, and charge reasonable interest or administration fees in accordance with applicable law.

5.4 Additional charges

Additional charges may apply where the work is extended or made more difficult due to circumstances beyond the Company’s control, including but not limited to delays caused by the Customer, waiting times, incorrect information about the nature or volume of Goods, or adverse access and parking conditions. The Company will explain any additional charges as soon as reasonably possible.

6. Cancellations and Postponements

6.1 Customer cancellations

If the Customer wishes to cancel or postpone the Services, notice must be given in writing as early as possible. The following charges may apply.

If cancellation is made more than a specified number of working days before the agreed Service date, any deposit paid may be refunded subject to a reasonable administration fee as set out by the Company.

If cancellation is made within a shorter period before the Service date, part or all of the deposit may be retained, and additional charges may apply to cover losses or costs incurred by the Company. The exact timeframes and percentages charged will be those specified in the Company’s current cancellation policy, which will be made available on request.

6.2 Company cancellations

The Company reserves the right to cancel or postpone the Services in the event of circumstances outside its reasonable control, including but not limited to severe weather, road closures, mechanical breakdown, staff illness, safety concerns, or legal restrictions. In such cases, the Company will offer an alternative date or a refund of any deposit paid but will not be liable for consequential losses.

7. Customer Responsibilities

The Customer is responsible for the following.

Ensuring that Goods are properly prepared for transport where packing services are not included.

Removing or securing fixtures and fittings as necessary.

Ensuring all documents, money, jewellery, and other valuable items are kept in their own possession unless expressly agreed in writing.

Ensuring that Goods requiring special handling, such as fragile items or high-value goods, are declared to the Company in advance.

Complying with all relevant laws and regulations relating to the contents and nature of the Goods transported.

8. Excluded and Restricted Items

The Company is not obliged to transport or handle the following items unless expressly agreed in writing and appropriately packed and labelled.

Explosives, flammable or hazardous substances, or items prohibited by law.

Perishable goods or food items that could deteriorate in transit or storage.

Animals, plants, or other living organisms.

Cash, precious metals, securities, or irreplaceable documents.

Any item that is illegal to possess, transport, or store under applicable law.

If excluded or restricted items are included in the Goods without the Company’s knowledge, the Customer will be solely responsible for any resulting loss, damage, or legal consequences.

9. Liability and Limitations

9.1 Duty of care

The Company will exercise reasonable care and skill in the handling, packing, loading, transport, and unloading of Goods. However, the Company’s liability is subject to the limitations set out in this section.

9.2 Liability for loss or damage

The Company’s liability for loss of or damage to Goods, premises, or fixtures will be limited to a reasonable amount considered fair in the circumstances and in accordance with any insurance arrangements in place. The Customer is advised to obtain suitable insurance cover for high-value items and the overall move.

The Company will not be liable for.

Loss or damage arising from wear and tear, inherent defects, or pre-existing damage.

Minor scratches, scuffs, or marks consistent with normal handling where reasonable care has been taken.

Loss or damage to items packed by the Customer where the packing was inadequate or unsuitable.

Loss of or damage to fragile items such as glass, china, or electronics unless the Company has packed and handled them and the damage was directly caused by the Company’s negligence.

Indirect or consequential losses, including loss of income, profit, or opportunity.

9.3 Notification of claims

The Customer must inspect Goods and premises as soon as reasonably possible following completion of the Services. Any visible damage or loss must be reported to the Company in writing within a reasonable period, typically within seven days of the Service date, unless a different period is required by law or stated in the Company’s policy. Failure to notify within this period may affect the ability to investigate and settle any claim.

9.4 Indemnity

The Customer agrees to indemnify the Company against any claims made by third parties arising from the nature of the Goods or any breach by the Customer of these Terms and Conditions, except to the extent caused by the Company’s negligence or breach of contract.

10. Waste and Environmental Regulations

10.1 Waste handling

Where the Company provides clearance or disposal services, it will handle waste in accordance with applicable waste and environmental regulations. The Customer must accurately describe any items to be collected and whether they include regulated or hazardous materials.

The Company is not permitted to remove certain types of waste without appropriate licences or authorisations. This may include items such as asbestos, certain chemicals, and clinical or hazardous waste. The Customer is responsible for arranging specialist disposal where required.

10.2 Disposal charges

Charges for disposal or recycling will be quoted based on the type and volume of material and any relevant disposal fees. Additional charges may apply if items are discovered to be materially different from those described by the Customer or if additional processing is required to comply with regulations.

10.3 Environmental considerations

The Company will, where practical, arrange for reusable items to be recycled, rehomed, or otherwise diverted from landfill in accordance with industry best practice. However, no guarantee is given that all items will be recycled, and final disposal methods may depend on local facilities and regulations.

11. Insurance

The Company maintains appropriate insurance for its operations, including public liability cover, subject to policy terms, conditions, and exclusions. This insurance does not replace the need for the Customer to arrange their own contents or transit insurance for additional peace of mind, especially for high-value or fragile items.

12. Data Protection and Privacy

The Company will collect and use personal information provided by the Customer for the purposes of administering the Contract, delivering the Services, and complying with legal obligations. Personal data will be handled in line with applicable data protection legislation.

The Company may store personal data for a reasonable period after the completion of the Services for accounting, insurance, and record-keeping purposes. The Customer may request access to their personal information and ask for corrections where it is inaccurate in accordance with applicable law.

13. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible so that the issue can be investigated and, where appropriate, resolved. The Customer should provide full details, including dates, addresses, and any supporting information.

The Company will endeavour to respond to complaints promptly and to propose a fair resolution. If a dispute cannot be resolved directly, the parties may consider mediation or other alternative dispute resolution methods before contemplating formal legal action.

14. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, accidents, civil unrest, strikes, transport disruption, or changes in law or regulation.

15. Governing Law and Jurisdiction

These Terms and Conditions and any Contract to which they apply 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 arising out of or in connection with these Terms and Conditions or the Services provided by the Company.

16. General Provisions

16.1 Entire agreement

These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer and supersede any previous understandings or representations regarding the Services.

16.2 Amendments

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract. The current Terms and Conditions will be made available on request.

16.3 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.4 Assignment

The Customer may not assign or transfer their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its obligations provided that the standard of Services is not materially affected.

By proceeding with a booking or allowing the Company to commence work, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.