Terms and Conditions
These Terms and Conditions (“Terms”) govern the provision of removal and related services by DK Trusted Removals (“we”, “us”, or “our”). By booking or using our services, you (“you” or “the Customer”) agree to be bound by these Terms. Please read them carefully before making a booking.
1. Acceptance of Terms
1.1 By confirming a booking with DK Trusted Removals, whether by email, telephone, online form, or in writing, you confirm that you have read, understood, and agree to be bound by these Terms.
1.2 If you are booking on behalf of a business or other organisation, you confirm that you have the authority to bind that entity to these Terms.
2. Services Provided
2.1 We provide UK-based home removals, office removals, and packing services, together with any related services as agreed in writing in our quotation or booking confirmation.
2.2 The scope of work, including the addresses, dates, times, number of operatives, and any packing or specialist services, will be set out in our quotation and/or booking confirmation. It is your responsibility to check that all details are correct.
2.3 Unless expressly agreed in writing, our services do not include: disconnection or reconnection of appliances, removal of fixtures or fittings, dismantling or reassembly of furniture, or carrying out any work that may pose a risk to health and safety or require specialist qualifications.
3. Quotations, Bookings and Cancellations
3.1 All quotations are based on the information provided by you and are valid for the period stated in the quotation. If no period is stated, quotations are valid for 30 days from the date of issue.
3.2 We reserve the right to amend or withdraw a quotation if the information you provide is incomplete, inaccurate, or changes prior to the move date, or if additional services are requested.
3.3 A booking is only confirmed once you have accepted our quotation and we have issued written confirmation (for example, by email). We may require a deposit or full payment in advance to secure your booking.
3.4 If you wish to cancel or reschedule your booking, you must notify us as soon as possible in writing (including by email). The following cancellation charges may apply:
- More than 7 days before the scheduled service: no cancellation fee, and any deposit paid will be refunded or transferred to a new date.
- Between 7 days and 48 hours before the scheduled service: we may charge up to 50% of the quoted price.
- Less than 48 hours before the scheduled service or on the day of the move: we may charge up to 100% of the quoted price.
3.4A Vehicle Hire Costs (Non‑Refundable Hire Protection)
For removal services, we book hire vehicles specifically for your job. Depending on availability and operational requirements, vehicles may be secured up to 14 days before your scheduled move date.
If you cancel your booking after we have secured a hire vehicle, you will be responsible for any non‑refundable vehicle hire charges we incur, provided we cannot reallocate the vehicle to another job or cancel the vehicle rental without penalty. These charges may apply even where the cancellation occurs more than 7 days before the scheduled service.
We will provide evidence of any vehicle hire costs upon request.
3.5 We reserve the right to cancel or postpone a booking if circumstances beyond our reasonable control (including, but not limited to, severe weather, road closures, accidents, illness, vehicle breakdown, or strike action) prevent us from carrying out the work safely or on time. In such cases, our liability will be limited to rescheduling the service or refunding any amounts paid for services not provided.
4. Access, Parking and Customer Responsibilities
4.1 You are responsible for ensuring that there is suitable and safe access to both the collection and delivery addresses, including arrangements for parking and any necessary permits. Any parking fines or penalties incurred as a result of inadequate arrangements may be charged to you.
4.2 You must ensure that the premises are ready for our arrival and that all items to be moved are clearly identified. Fragile or high-value items must be brought to our attention in advance.
4.3 You are responsible for securing and/or removing any personal documents, cash, jewellery, or other high-value items. We strongly recommend that you transport such items personally wherever possible.
4.4 You must ensure that all goods are suitably packed for transport, unless you have booked our packing service. Where we provide packing services, you must give us reasonable time and access to complete the work before the move date.
4.5 You must not ask our team to move any items that are illegal, hazardous, explosive, highly flammable, perishable, or otherwise unsuitable for transport. We reserve the right to refuse to move any item that we reasonably consider to be unsafe or unlawful.
5. Liability for Loss or Damage
5.1 We will exercise reasonable care and skill in handling and transporting your goods. However, you acknowledge that minor scuffs, scratches, or wear may occur during a move, particularly where access is restricted.
5.2 Our liability for loss of or damage to your goods while in our care will be limited to the reasonable cost of repair or replacement, up to a maximum amount specified in our quotation or insurance documentation, unless otherwise agreed in writing.
5.3 We will not be liable for:
- Loss or damage arising from your failure to adequately pack items where we have not provided packing services.
- Loss or damage to items with pre-existing defects or weaknesses.
- Loss of, or damage to, items of sentimental, special, or high value (including but not limited to jewellery, watches, artworks, antiques, documents, or data) unless we have specifically agreed in writing to move such items and you have provided an accurate written valuation.
- Damage caused by abnormal or unforeseeable circumstances beyond our reasonable control.
- Loss or damage caused by fair wear and tear, changes in atmospheric conditions, or inherent defects in the goods moved.
5.4 Any loss or damage must be reported to us in writing as soon as reasonably possible, and in any event within 7 days of the service being completed, providing reasonable evidence (including photographs where appropriate).
6. Liability for Property Damage
6.1 We will take reasonable care to avoid damage to your property (including walls, floors, staircases, and driveways). However, we will not be liable for:
- Damage resulting from moving large or heavy items through tight or awkward spaces where you have been advised of the risk and have asked us to proceed.
- Damage to driveways, paths, or other surfaces resulting from the weight or movement of vehicles, where such surfaces are not suitable for heavy vehicles.
6.2 Any property damage must be reported to us in writing within 7 days of the service being completed, with supporting evidence where possible.
7. Payment Terms
7.1 Unless otherwise agreed in writing, payment is due in full no later than the day of the move and before unloading at the delivery address. For business customers, alternative payment terms may be agreed in writing.
7.2 We accept payment by the methods stated in our quotation or booking confirmation. We reserve the right to decline cheques or other forms of payment at our discretion.
7.3 If payment is not received when due, we may:
- Refuse to commence or continue the move.
- Charge interest on overdue amounts at the statutory rate applicable under the Late Payment of Commercial Debts (Interest) Act 1998 (for business customers) or at a reasonable rate for consumer customers.
- Retain possession of goods until payment is received in full, subject to applicable law.
8. Customer Responsibilities
8.1 You are responsible for:
- Providing accurate and complete information when requesting a quotation and making a booking.
- Ensuring that all goods to be moved belong to you or that you have the authority to move them.
- Obtaining, at your own expense, any permissions, permits, or third-party consents required (for example, parking permits, building access, lift reservations).
- Preparing your premises and goods for removal, including proper packing (unless you have booked our packing services) and disconnection of appliances.
- Being present, or ensuring that an authorised representative is present, at both collection and delivery addresses to provide instructions and confirm that the work has been completed.
8.2 You must not instruct our staff to carry out any work that falls outside the agreed scope of the service or that may be unsafe or unlawful.
9. Limitation of Liability
9.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
9.2 Subject to clause 9.1, our total aggregate liability to you arising out of or in connection with the services (whether in contract, tort, negligence, or otherwise) will be limited to the total amount paid or payable by you for the services giving rise to the claim.
9.3 We will not be liable for any loss of profits, loss of business, loss of data, loss of opportunity, or any indirect or consequential loss or damage, whether foreseeable or not.
9.4 If you are a consumer, your statutory rights are not affected by these Terms.
10. Insurance
10.1 We maintain insurance cover appropriate for a professional removals company. Details of our insurance and any applicable limits or exclusions are available on request.
10.2 You are responsible for arranging any additional insurance cover you may require for your goods or property.
11. Complaints and Dispute Resolution
11.1 If you are dissatisfied with any aspect of our services, please contact us as soon as possible using the contact details below so that we can seek to resolve the issue promptly.
11.2 We will investigate your complaint and aim to provide a written response within a reasonable timeframe. Where appropriate, we may propose a remedy such as repair, replacement, partial refund, or a repeat of the service.
12. Changes to These Terms
12.1 We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. The version in force at the time of your booking will apply to your contract with us.
12.2 The latest version of these Terms will be made available on request and, where applicable, on our website.
13. Governing Law and Jurisdiction
13.1 These Terms, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.
13.2 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 or the services we provide.
14. Contact Information
If you have any questions about these Terms or our services, or if you wish to make a booking, cancellation, or complaint, please contact us:
DK Trusted Removals
Phone: 07377 384525
Email: sales@dktrustedremovals.com
By proceeding with a booking, you confirm your acceptance of these Terms and Conditions.