DB Freelance LTD

Removals – Terms & Conditions

1. General

1.1. These Terms and Conditions apply to domestic and commercial removal services provided by DB Freelance LTD (“The company”).
1.2. By accepting a quotation and confirming a booking, the customer agrees to these Terms and Conditions.
1.3. These terms should be read alongside the written quotation and booking confirmation.
1.4. Nothing in these Terms affects the customer’s statutory rights.

2. Quotations and Pricing

2.1. All quotations are based on information provided by the customer, including property size, volume of belongings, distance, access arrangements, and any additional services required.
2.2. The Company reserves the right to revise a quotation where the customer provides inaccurate or incomplete information or requests additional services.
2.3. Additional charges may apply for:
– Items not included in the original quotation.
– Additional collection or delivery addresses.
– Restricted access, excessive carrying distances or unexpected stairways.
– Additional labour or vehicles.
– Waiting time caused by circumstances within the customer’s control.
– Dismantling or reassembly not previously agreed.
2.4. Additional charges will be explained and agreed wherever reasonably possible before the work is undertaken.

3. Booking, Deposits and Payment

3.1. A deposit of 50% of the total quoted removal price is required to secure the booking.
3.2. A booking is confirmed once the deposit has been received and written confirmation has been issues.
3.3. The remaining 50% balance is payable on the day of the removal, immediately following completion on the agreed service.
3.4. Payment must be made using an accepted payment method communicated by the Company.
3.5. Deposits are generally non-refundable if the customer cancels a confirmed booking, except where statutory cancellation rights apply or where retaining the full amount would exceed the Company’s reasonable losses.
3.6. Any additional agreed charges must be settled alongside the final balance.

4. Changes to Removal Dates

4.1. Customers may request to change their removal date up to three times, subject to availability.
4.2. Each request must be made at least 48 hours before the scheduled removal start time.
4.3. After three date changes, the Company may require a new booking and deposit.
4.4. Changes requested with less than 48 hours’ notice may be treated as cancellations where the Company has incurred reasonable, unavoidable costs.
4.5. Any deposit retention or additional charges will remain subject to applicable consumer law.

5. Cancellations

5.1. Cancellation requests must be made in writing.
5.2. Where a customer cancels a confirmed booking, the Company may retain an appropriate amount of the deposit to cover reasonable costs and losses arising from the cancellation.
5.3. The company will take account of costs saved and its ability to reallocate the booking when calculating any amount retained.
5.4. Any applicable statutory cancellation rights take priority over these terms.
5.5. If the Company cancels the booking and cannot provide an acceptable alternative, payments for services not provided will be refunded, without affecting the customer’s other legal remedies.

6. Customer Responsibilities

6.1. The customer must ensure that all belongings are ready for collection at the agreed time.
6.2. Unless packing services have been booked, belongings must be appropriately packed and prepared for transformation.
6.3. The customer is responsible for:
– Providing accurate collection and delivery addresses.
– Informing the Company of parking restrictions and access difficulties.
– Arranging suitable parking permissions where required.
– Ensuring access to both properties at the agreed times.
– Disconnecting appliances before removal.
– Identifying fragile, heavy or unusually large items.
– Ensuring an authorised person is available during collection and delivery.
6.4. The customer must ensure that all items intended for removal and clearly identified.

7. Parking and Access

7.1. Customers must notify the Company of restricted parking, narrow roads, low bridges, limited access or other obstacles.
7.2. Parking permits and additional charges not included in the quotation may be charged to the customer where agreed in advance.
7.3. Where vehicles cannot safely access the property, alternative arrangements may be required at an additional agreed cost.
7.4. The Company may refuse to undertake activities that present an unacceptable safety risk.

8. Packing and Fragile Items

8.1. Customer packing their own belongings must use suitable packing materials.
8.2. Fragile items must be clearly identified before loading.
8.3. The Company will exercise reasonable care when handling all belongings.
8.4. The Company will not be responsible for damage caused solely by inadequate customer packing where it has exercised reasonable care and skill.
8.5. High-value or unusually fragile items must be declared before the removal.

9. Prohibited Items

9.1. Unless specifically agreed in writing, the Company will not transport hazardous materials, illegal substances, fuel containers containing fuel, live animals, perishable goods requiring controlled storage or other items requiring specialist handling.
9.2. The customer must disclose any item presenting a potential safety risk.

10. Dismantling and Reassembly

10.1. Furniture dismantling and reassembly must be agreed before the removal date.
10.2. The company will exercise reasonable care and skill when undertaking these services.
10.3. The company may decline work that cannot reasonably be completed safely.

11. Damage, Loss and Liability

11.1. The Company will exercise reasonable care and skill when handling, loading, transporting and unloading customer belongings.
11.2. Where damage or loss results from the Company’s negligence or breach of contract, the Company will accept liability in accordance with applicable law.
11.3. The Company is not responsible for damage caused solely by pre-existing defects, inherent weaknesses or circumstances outside its reasonable control, provided reasonable care and skill have been exercised.
11.4. Compensation for recoverable losses will be assessed in accordance with applicable law, taking account of relevant factors such as repair costs, age and condition.
11.5. Nothing in these terms excludes or restricts liability that cannot legally be excluded.

12. Working Hours and Additional Charges

12.1. The standard removal quotation covers the agreed service and scope of work.
12.2. Where removal work continues beyond 5:00pm, an additional charge of £50 per hour will apply, provided this charge was disclosed to the customer before booking.
12.3. The additional hourly charge will apply only to time spent carrying out the agreed removal service after 5:00pm.
12.4. Where work continues beyond 5:0pm because of delays or circumstances caused by the Company, the additional charge will not apply.
12.5. The Company will notify the customer as soon as reasonably possible if additional working hours are anticipated.
12.6. Additional charges will be added to the final balance payable upon completion.

13. Delays and Waiting Time

13.1. The company will make reasonable efforts to arrive and complete the removal within agreed timescales.
13.2. Delays may occur due to traffic, weather, road closures, vehicle breakdowns or circumstances beyond the Company’s reasonable control.
13.3. Customers must notify the Company immediately if access to either property is delayed.
13.4. Additional waiting charges may apply where delays are caused by the customer, provided the charging basis was disclosed before booking and the charges are reasonable.

14. Property Damage

14.1. The company will take reasonable care top avoid damage to walls, flooring, doors, staircases and other property fixtures.
14.2. Customers should identify vulnerable surfaces or access restrictions before work begins.
14.3. The Company may decline to move items through access routes where doing so presents an unacceptable risk.
14.4. The Company remains responsible for damage caused by its failure to exercise reasonable care and skill.

15. Reporting Loss or Damage

15.1. Customers should inspect belongings and property as soon as reasonably practical after the removal.
15.2. Suspected damage or missing items should be reported promptly in writing, with photographs where available.
15.3. The Company will investigate reported concerns within a reasonable timescale.
15.4. Failure to report damage immediately does not automatically invalidate a claim or affect statutory rights.

16. Customer Conduct and Safety

16.1. The Company expects customers and employees to treat one another respectfully.
16.2. Threatening, abusive or dangerous behaviour will not be tolerated.
16.3. Work may be suspended where continuing would create a genuine safety risk.
16.4. Customers should keep children and pets away from loading and unloading areas.

17. Complaints

17.1. Customers should raise any concerns with the Company as soon as reasonably practical.
17.2. Complaints should include the customer’s name, removal date and details of the issue.
17.3. The Company will investigate complaints fairly and seek a reasonable resolution.

18. Data Protection

18.1. The Company will handle personal information in accordance with applicable UK data protection legislation.
18.2. Customer information will be used for quotations, bookings, service delivery, communication and legal compliance.
18.3. Further information is available in the Company’s Privacy Policy.

19. Governing Law

19.1. These Terms & Conditions are governed by the laws of England and Wales.
19.2. Nothing in these terms removes mandatory legal protections available to customers.