Terms and Conditions

Removals Docklands Terms and Conditions of Service

These Terms and Conditions set out the basis on which Removals Docklands provides removal, packing, storage, and related services to private and business customers in Docklands and the wider UK. By requesting or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means Removals Docklands, the provider of the removal and related services.
1.2 "Customer" means the person, firm, or company who books or uses the services of the Company.
1.3 "Services" means any removal, packing, unpacking, loading, unloading, transportation, storage, or associated services provided by the Company.
1.4 "Goods" means the items, belongings, furniture, equipment, and any other property entrusted to the Company for the purpose of providing the Services.
1.5 "Contract" means the agreement between the Customer and the Company incorporating these Terms and Conditions and any written quotation, booking confirmation, or job sheet issued by the Company.

2. Scope of Services

2.1 The Company provides domestic and commercial removal services, including packing, loading, transport, unloading, and, where agreed, storage services within the United Kingdom.

2.2 The precise scope of the Services will be as set out in the quotation and booking confirmation issued by the Company and accepted by the Customer. The Company is not obliged to carry out any services not expressly included in the agreed scope.

2.3 Any additional services requested by the Customer on the day of the move will be subject to availability, may incur additional charges, and may require additional written or verbal approval from the Customer.

3. Booking Process

3.1 All bookings are subject to availability and must be confirmed by the Company. Indicative quotes or estimates do not constitute a confirmed booking.

3.2 The Customer may request a quotation by providing accurate details of the property locations, access conditions, volume and nature of Goods, and any special requirements. Quotations are usually based on the information supplied and may be subject to change if that information is incomplete or inaccurate.

3.3 A booking will be treated as confirmed only when the Company issues a booking confirmation and, where required, the Customer has paid any applicable deposit.

3.4 The Customer must promptly inform the Company of any changes to the information provided at the time of quotation or booking, including but not limited to revised move dates, addresses, access restrictions, or a material change in the volume or nature of Goods. The Company reserves the right to revise prices or decline to provide Services where circumstances change materially.

4. Quotations and Prices

4.1 Unless otherwise stated, quotations are provided free of charge and are normally based on the information supplied by the Customer and, where applicable, a site survey.

4.2 Quotations are generally valid for a limited period specified by the Company, after which they may be reviewed and revised. If no validity period is stated, the quotation will normally be valid for 30 days from the date of issue.

4.3 The quotation will specify whether the price is based on a fixed fee, hourly rate, or other pricing structure. Any additional charges, such as congestion charges, parking fees, ferry or toll costs, long carries due to parking distance, or waiting time beyond a reasonable period, may be added to the final invoice.

4.4 The Company reserves the right to adjust the price if:

(a) the Customer requests additional services not included in the original quotation;
(b) access at either property is significantly more difficult than stated or reasonably anticipated;
(c) the volume, weight, or nature of the Goods differs from that originally declared; or
(d) circumstances beyond the Company’s reasonable control increase the time or resources required to perform the Services.

5. Payments

5.1 The Customer must pay all charges in accordance with the payment terms set out in the quotation or booking confirmation.

5.2 The Company may require full or partial payment in advance, including a deposit to secure the booking. Any deposit is non-refundable except as stated in the cancellation terms below or where the Company cancels the Service without good cause.

5.3 Where payment is due on completion of the Services, it must be made immediately on the day the Services are performed and before the team leaves the final destination, unless otherwise agreed in writing.

5.4 If payment is not received in accordance with the agreed terms, the Company may:

(a) charge interest on overdue amounts at the statutory rate allowed under relevant UK legislation;
(b) withhold delivery of Goods or suspend ongoing or future Services until payment is received; and
(c) recover from the Customer all reasonable costs incurred in pursuing recovery of overdue sums.

6. Cancellations and Postponements

6.1 The Customer may cancel or postpone the Services by giving written or verbal notice to the Company. Any such cancellation or postponement may be subject to charges as set out in this section.

6.2 If the Customer cancels or postpones more than 7 days before the agreed service date, any deposit may be refunded or transferred at the Company’s discretion, less any reasonable administrative costs.

6.3 If the Customer cancels or postpones within 7 days but more than 48 hours before the agreed service date, the Company may retain all or part of the deposit and charge a reasonable cancellation fee to cover lost bookings and administrative expenses.

6.4 If the Customer cancels or postpones within 48 hours of the agreed service date, the Company may charge up to 100 percent of the quoted price.

6.5 The Company reserves the right to cancel or reschedule the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, road closures, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will endeavour to provide as much notice as possible and offer an alternative date or a refund of any sums paid for Services not yet performed.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) ensuring proper access and parking at all locations on the service date, including arranging any necessary permits and covering any parking charges or fines that arise from inadequate arrangements outside the Company’s control;
(b) ensuring all Goods are adequately packed, labelled, and prepared for transport, unless the Company has agreed to provide packing services;
(c) declaring in advance any particularly valuable, fragile, or unusual items, as well as any items that may be restricted or hazardous;
(d) being present or appointing a suitable representative at all relevant times during the move to give instructions and sign job sheets; and
(e) ensuring that all Goods intended to be moved are made available, and that items not intended to be moved are clearly separated or labelled.

7.2 The Company is not responsible for disassembling or reassembling furniture, disconnecting or reconnecting appliances, or removing fixtures or fittings unless this has been specifically agreed in the quotation or booking confirmation.

8. Excluded Goods and Hazardous Items

8.1 The Company will not ordinarily carry or store:

(a) illegal items, drugs, or contraband;
(b) firearms, ammunition, or explosives;
(c) flammable, corrosive, toxic, or otherwise hazardous materials;
(d) live animals, plants, or perishable goods;
(e) cash, jewellery, precious metals, important documents, or items of extraordinary value, unless expressly agreed in writing.

8.2 If the Customer submits such items without the Company’s knowledge, the Company will not be liable for any loss, damage, or consequences whatsoever arising in connection with them, and the Customer will indemnify the Company for any claims, losses, or expenses incurred as a result.

9. Waste Regulations and Disposal

9.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general rubbish clearance service unless specifically agreed and quoted for.

9.2 Any request for disposal of furniture, appliances, packing materials, or other items must be agreed in advance and may incur additional charges. The Company will only transport waste to authorised recycling and disposal facilities in line with regulatory requirements.

9.3 The Customer must not request the Company to dispose of items unlawfully or in ways that breach waste regulations, including fly tipping or placing prohibited items in general waste streams.

9.4 Where the Company agrees to dispose of items on the Customer’s behalf, the Customer confirms that they have full authority over those items and agrees to indemnify the Company against any claims or disputes regarding ownership or disposal.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.

10.2 The Company’s liability for loss or damage to Goods while in its care or under its control is limited to a reasonable value per item or per consignment as stated in the quotation or booking confirmation. If no specific limit is stated, the Company’s maximum liability will be limited to a reasonable market value subject to an overall cap appropriate to the service level and charges.

10.3 The Company will not be liable for:

(a) pre-existing damage, wear and tear, or deterioration of Goods;
(b) damage arising from poor or inadequate packing by the Customer, or from the inherent nature or fragility of certain Goods;
(c) loss or damage where the Customer or a third party loads or unloads the Goods;
(d) any indirect, consequential, or purely economic loss, including loss of profit, income, or opportunity.

10.4 The Customer is encouraged to arrange suitable insurance to cover Goods for their full replacement value during the move and any storage period. Where the Company offers insurance options, these may be subject to separate terms and conditions.

10.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot lawfully be limited or excluded under UK law.

11. Claims and Complaints

11.1 The Customer should inspect Goods and check the premises as soon as reasonably possible after completion of the Services.

11.2 Any visible loss or damage believed to be the responsibility of the Company should be reported to the Company as soon as practicable and in any event within a reasonable period after completion of the Services.

11.3 The Customer must provide the Company with all relevant details and supporting evidence, including photographs, descriptions, and proof of value where appropriate. The Company will investigate the matter and respond within a reasonable timeframe.

11.4 Making a complaint or claim does not entitle the Customer to withhold payment in full or in part. Any dispute over sums due will be handled separately under these Terms and applicable law.

12. Storage Services

12.1 Where the Company provides storage, Goods will be stored with reasonable care and in facilities considered appropriate for general household or office items.

12.2 Storage charges are payable in advance or as otherwise stated in the quotation or storage agreement. If storage charges are not paid when due, the Company may exercise a lien over the Goods and is entitled to retain them until all sums owed are settled.

12.3 If storage fees remain unpaid for an extended period, and after giving reasonable notice, the Company may dispose of or sell some or all of the Goods to recover outstanding charges and reasonable costs, remitting any surplus to the Customer where they can be located.

13. Force Majeure

13.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather conditions, natural disasters, accidents, road closures, strikes, industrial disputes, acts of terrorism, or changes in law or regulation.

14. Personal Data

14.1 The Company may collect and process personal data relating to the Customer and their representatives for the purpose of providing Services, handling payments, complying with legal obligations, and managing the business relationship.

14.2 Personal data will be handled in accordance with applicable UK data protection laws. The Customer is responsible for ensuring that any personal information they provide is accurate and up to date.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any Contract between the Customer and the Company, are governed by and construed in accordance with the laws of England and Wales.

15.2 The courts of England and Wales will have exclusive jurisdiction to resolve any disputes arising out of or in connection with these Terms and Conditions or the provision of Services, without prejudice to any mandatory rights the Customer may have under consumer protection legislation.

16. General Provisions

16.1 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.

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

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

16.4 The Customer may not assign or transfer their rights or obligations under the Contract without the Company’s prior written consent. The Company may assign or subcontract its rights and obligations where necessary to provide the Services, provided that this does not materially reduce the level of service or protection afforded to the Customer.

By proceeding with a booking or using the Services of Removals Docklands, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.