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Terms and Conditions

Below you can find our Terms and Conditions relating to our removals service. By making a booking with us you are deemed to have accepted these Terms and Conditions. 


Terms & Conditions

By making a booking with us you are deemed to accept these Terms and Conditions in full.


These conditions set out the terms of the Contract between the Removal Contractor and the Customer and explain your rights, obligations and responsibilities and those of the Contractor.

Any reference in these conditions to ‘we, us or our’ is a reference to DK Removals and any reference in these conditions to ‘you’ or ‘your’ is a reference to the Customer.

1. Quotations

  1. Quotations do not include customs duties or any other levies of fees payable to government or other statutory bodies and all such duties of fees will be payable by you in addition to the quoted price.

  2. Although we quote a fixed price, we reserve the right to amend it or make additional charges if any of the following have not been taken into account when preparing the quotation.

    1. Our costs increase as a result of currency fluctuations or changes in taxation or freight charges beyond our control.

    2. We have to collect or deliver goods above second floor level unless previously agreed and outlined in your quotation.

    3. We supply any additional services not previously agreed by us.

    4. Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles.

    5. The Stairs, Lifts or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration.

    6. Any parking or other fees or charges that we have to incur and pay in order to carry out the services you require.

    7. There are more items to move than originally stated during the quotation process that have not been declared to us in advance of the move.

       In all these circumstances you will be responsible for the extra charges.

  3. Our quotation is not a guarantee that we have vehicles available on the day you require. Accordingly, your acceptance of our quotation does not constitute a contract between us until you have our confirmation that we can move your goods on the requested date.

2. Work excluded from our quotations

Unless previously agreed in writing we will not:

  1. Dismantle or assemble unit or system furniture, fitments or fittings.

  2. Disconnect or reconnect appliances, fixtures, fittings or equipment.

  3. Remove or lay fitted floor coverings.

  4. Move storage heaters unless they are dismantled.

  5. Move items from a loft, unless properly lit and floored and safe access is provided, and previously agreed by us in the quotation.

  6. Waiting time for contract exchange or collection of keys etc.

  7. Clearing access areas from snow, ice, debris or other materials at either collection or delivery address.

  8. Move any items excluded under Clause 4.

3. Your Responsibilities 

It will be your own responsibility (and, where relevant, expense) to:

  1. Declare to us valuations of all goods being removed and/or stored.

  2. Insure the goods submitted for removal and/or storage against all insurable risks.

  3. Obtain all paperwork (licences, permits, etc.) necessary for the removal to be completed.

  4. To be present or represented throughout the whole removal.

  5. Take all reasonable steps to ensure that nothing is left behind or taken away in error.

  6. Arrange protection for goods left in unattended premises or where other people not bound by these terms and conditions will be present.

  7. Prepare, pack and stabilise all fragile items and electric equipment prior to its removal.

  8. Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents.

  9. Provide us with a correspondence address.

Other than by reason of our own negligence, we will not be held liable for costs that may arise from any of the above.

4. Non-Submission of certain Goods for Removal

The following items are excluded from this contract

  1. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind.

  2. Items, which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and ammunition.

  3. Prohibited or stolen goods.

  4. Controlled drugs.

  5. Plants or goods which may be likely to encourage vermin, pests or cause infestation.

  6. Foodstuffs or liquids.

  7. Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.

  8. Goods, which require government permission or licence for export or import.

Any of the above-listed goods will not be removed by us except with our prior written agreement. If these goods are removed, we will not accept liability for loss or damage wholly or mainly attributable to the special nature of the goods concerned.

If such goods are removed without our knowledge and prior written consent, we will not be liable for any loss or damage, and you will indemnify us against any charges, expenses, damages or penalties claimed against us. Furthermore, we would have the right to dispose of goods which are listed under paragraphs 4(2), 4(3), 4(4), 4(5) and 4(6) without notice.

5. The Goods

You declare, upon entering this contract, that:

  1. All goods to be removed and / or stored are your own property or,

  2. You have been given the authority to make this contract by the person(s) who own or have an interest in the goods and that they have been made aware of these conditions.

You will meet any claims for damages and / or costs against us if these statements are not true.

6. Charges if you postpone or cancel the Removal

Charges are made if this contract is postponed or cancelled. Charges are as follows:

  1. Notice given more than 3 working days before the removal was due to start: NIL

  2. For notice given less than 3 working days before the removal was due to start, we reserve the right to make a charge which covers our costs, typically up to 50% of the removal charge.

7. Paying for the Removal

Unless otherwise agreed by us in writing:

  1. Payment of any outstanding amount is required immediately upon completion of the job. If the removal service is based on hourly rate our rates start when we arrive at your property and ends once the job is finished, and full payment has been received.

  2. Bank transfer payments will only be accepted if previously agreed by us and is received at least 3 working days before the job is due to start. We currently only accept bank transfer for fixed price quotations.

  3. Any late payment must be agreed with ourselves in advance of the date of the move.

  4. You may not withhold any part of the agreed price. If any part of the agreed price is withheld or late, without prior agreement with us in writing, then we reserve the right to charge a late payment fee of 10% for each day that the payment is withheld or late.

8. Our Liability for loss or damage.

Our liability for loss or damage is limited and as set out below.

  1. In the event of our losing or damaging your goods, if we are liable and we agree, you are covered for up to £10,000 in transit and per household. Any one item is covered in full and will be replaced or repaired on production of 3 written quotations. This is not a new for old replacement. If an item is repaired we are not liable for depreciation in value.

  2. We will not be liable for any loss, damage or failure to produce the goods if it is caused by any of the following circumstances:

2a. By war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, acts of God, industrial action, traffic congestion or other such events outside our reasonable control.

2b. By normal wear and tear, natural deterioration, leakage or evaporation or from perishable or unstable goods, this includes goods left within furniture or appliances.

2c. By moth or vermin or similar infestation.

2d. By cleaning, repairing or restoring, unless we did the work.

2e. To any goods in furniture; drawers or appliances, or in a package, bundle, case or other container not both packed and unpacked by us.

2f. For electrical or mechanical derangement to any appliance, instrument or equipment unless caused by external impact caused by us.

2g. To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of a similar kind, howsoever caused, unless you have given us full particulars with value, and we have confirmed in writing that we accept responsibility.

2h. To any goods, which have a relevant proven, defect or are inherently defective.

2i. To animals and their cages or tanks including but not limited to pets, birds, or fish.

2j. To plants or plant pots.

2k. To refrigerated or frozen liquid.

2l. Alleged consequential loss in any circumstances.

  1. No employee of ours shall be separately liable to you for any loss, damage, errors or omissions under the terms of this contract.

  2. We cannot accept responsibility for your goods unless you have provided us with a written declaration of value. Items not listed on the inventory will not be covered.

  3. In line with the policy conditions, we do not accept responsibility for the first £250 (excess charge) of every claim for loss or damage covered by this insurance. Excess charge of any claim is the customers responsibility and the claim process will be dealt with our insurance company.

  4. Where the lost or damaged item is part of a pair or set, our liability to you, where it is assessed as the cost of replacement of that item, is to be assessed as a sum equivalent to the cost of that item in isolation, not the cost of that item as part of a pair or set.

9. Time Limits for claims

  1. For goods, which we deliver, you must note any visible loss, damage, or failure to produce any goods at the time of delivery. You are insured for one day only.

  2. We will not be liable for any loss of, or damage to, the goods unless a claim is notified to us on the day of the removal only. Full written details including specific damage and evidence of repair/replacement cost must reach us within 7 days of the move. This must be agreed, countersigned and witnessed. This is essential to the contract.

10. Delays in transit.

  1. Save for reasons entirely within our control, we will not be liable for delays in transit.

11. Damage to premises or property other than goods.

  1. We will not be liable for any damages to premises or property other than goods submitted for removal.

  2. If we cause damage as a result of moving goods under your express instruction, against our advice or where to move goods in the manner instructed would inevitably cause damage, we shall not accept any liability.

  3. If we are responsible for causing damage to your premises or property other than goods submitted for removal, it must be declared to us on the day of removal and full written details including specific damage and evidence of repair/replacement cost must reach us within 7 days of the move. This must be agreed, countersigned and witnessed. This is essential to the contract.

  4. It is the customers responsibility to ensure all goods will fit into the new premises (e.g size of sofa and size of aperture) our removal staff and drivers are not insured to remove doors or windows and the customer is expected to arrange a specialist to perform this serviced if needed. If any of our staff do assist with the removal of any doors or windows, expressly under the instruction of the customer, we will not accept any liability for any damage or loss sustained.

12. Our right to retain goods.

  1. We reserve the right to withhold all of the goods until you have paid all of our charges and any other payments due under this or any other contract. These include any other charges that we have paid out on your behalf while we retain the goods and wait for payment. You will be liable to pay all storage charges and costs incurred by our withholding your goods and these terms and conditions shall continue to apply until full payment is received. In the absence of full payment within a reasonable time and after notice we reserve the right to dispose of the goods and to set of the sale proceeds against any outstanding sum.

13. Advice and Information

  1. The company provides advice and information in whatever form that it may be given to the customer only. Any oral advice given without special arrangement is provided gratuitously and without contractual liability.


14. This agreement shall be interpreted and governed by the Law of England and Wales.

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