Dundee Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Dundee Removals provides household, commercial and specialist removal and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Customer means the individual, partnership, company or organisation that books or receives services from Dundee Removals.

Services means removal, relocation, packing, unpacking, storage handling, waste removal relating to removals, or any associated services provided by Dundee Removals.

Goods means all items, furniture, equipment, personal belongings and effects in respect of which the Services are provided.

Contract means the agreement between Dundee Removals and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation of booking.

2. Scope of Services

Dundee Removals provides domestic and commercial removal services, including packing and unpacking, loading and unloading, local and regional transportation, and related handling of Goods. We may also offer limited storage handling and removal of certain waste arising directly from a removal, subject to the terms set out in these conditions.

All Services are provided subject to availability of vehicles, equipment and staff, and may be restricted by access conditions or legal and safety requirements. We reserve the right to decline any booking or any part of a service where, in our reasonable opinion, it would be unsafe, unlawful, or impracticable to proceed.

3. Quotations and Pricing

Any quotation provided is based on the information supplied by the Customer, including property addresses, access details, the volume and nature of Goods, and any special handling requirements. Quotations are normally given as a fixed price for the described work or on a time and materials basis, as specified in the quotation document.

Unless otherwise stated in writing, quotations are valid for a limited period from the date of issue. We reserve the right to revise or withdraw a quotation if the Customer does not confirm the booking within the validity period, or if material details supplied to us were inaccurate or have changed.

Additional charges may apply if:

The volume of Goods exceeds that described at quotation stage.

Access is more difficult than described, including long carry distances, restricted parking, use of stairs above the first floor where not previously notified, or the need for additional equipment.

Work is required outside agreed hours, or is delayed or extended due to circumstances beyond our control, such as waiting for key release or third-party delays.

Specialist handling or disassembly and reassembly of furniture or equipment is required and was not previously agreed.

We will inform the Customer as soon as reasonably practicable if we anticipate that additional charges may apply and will explain the basis of any revised costs.

4. Booking Process

A booking is only confirmed when we have received explicit acceptance of our quotation or service proposal from the Customer and have issued a booking confirmation. Provisional dates may be discussed verbally, but no Contract is formed until we provide written confirmation of the booking.

At the time of booking, we may request information about access, parking restrictions, building layout, and any particularly heavy, fragile or high-value items. The Customer agrees to provide accurate and complete information so we can plan the Services safely and efficiently.

We may, at our discretion, require a deposit or part payment to secure a booking, especially for larger moves or busy periods. Until any required deposit is received, we shall not be obligated to hold a specific date or time.

5. Customer Responsibilities

The Customer is responsible for:

Ensuring that we have adequate access to the property, including arranging any necessary parking permissions, permits or visitor passes.

Ensuring that Goods are ready for removal at the agreed time, unless we have explicitly agreed to provide packing services.

Properly securing or disconnecting appliances and equipment before removal, unless specific arrangements have been made for us to carry out such work.

Identifying items that require special care or handling, including fragile, high-value, antique or unusually heavy items.

Complying with all relevant laws, regulations and property rules applicable to the premises and the removal activity.

Providing an authorised representative at both the collection and delivery addresses to give instructions, sign documents and check Goods. If no representative is available, we may proceed on the basis of our own assessment and shall not be responsible for decisions made in the absence of the Customer.

6. Payments and Charges

Payment terms will be detailed in the quotation or booking confirmation. Unless otherwise agreed in writing, payment is due in full on or before the day of the move or immediately upon completion of the Services for shorter jobs.

We may accept a range of payment methods, such as card payments or bank transfers, subject to our current policies. Cash payments may be accepted only by prior agreement and in line with our internal procedures.

If payment is not received when due, we reserve the right to:

Refuse to commence or continue with the Services.

Retain possession of Goods in our vehicles or premises until payment is received in full.

Charge reasonable late payment fees and interest in accordance with applicable law.

All charges are inclusive or exclusive of value added tax or any similar taxes as stated in the quotation or invoice. The Customer is responsible for any applicable taxes, duties or fees arising from the Services.

7. Cancellations and Postponements

If the Customer wishes to cancel or postpone a booking, notice must be given as early as possible. Because we allocate staff, vehicles and time slots to each booking, cancellation or postponement may incur charges.

Unless otherwise specified in the quotation or booking confirmation, the following will normally apply:

If the Customer cancels more than a minimum notice period before the scheduled service date, any deposit may be refunded or transferred, subject to reasonable administrative deductions.

If the Customer cancels within the stated notice period, we may retain all or part of the deposit and may charge a proportion of the quoted price to cover allocated costs and lost opportunities.

If the Customer postpones within the notice period and we are unable to reallocate the reserved resources, postponement may be treated as a cancellation and rebooking, with associated charges.

We may cancel or postpone the Services without liability where we are prevented from performing them due to events beyond our reasonable control, including severe weather, road closures, accidents, industrial action or other force majeure events. In such cases, we will seek to rearrange the Services at the earliest convenient time.

8. Excluded and Prohibited Items

Unless we have explicitly agreed in writing and the Customer has complied with all relevant legal and safety requirements, we will not carry or handle:

Hazardous materials, including flammable, explosive, corrosive, toxic or pressurised substances.

Illegal items or substances of any kind.

Perishable goods requiring controlled temperatures or rapid transport.

Animals, plants, or other living organisms.

Cash, precious metals, jewellery, valuable collections, important documents or similar high-value items, where their aggregate value exceeds normal household or office contents, unless specifically declared and agreed.

If any prohibited items are included without our knowledge or consent, we shall not be liable for any loss, damage or delay arising from their presence, and the Customer shall indemnify us for any costs, claims or penalties incurred as a result.

9. Packing and Preparation

If we have agreed to provide packing services, we will use materials and methods we consider appropriate, taking reasonable care to protect Goods during normal handling and transport. Where the Customer undertakes their own packing, the Customer is responsible for ensuring that items are adequately protected and packed in suitable containers.

We may refuse to move items that are, in our opinion, inadequately packed, structurally unsound, or unsafe to lift or transport. We do not dismantle or reassemble furniture or equipment unless this has been specifically requested and agreed in advance. Where we do provide such services, we will exercise reasonable care, but are not responsible for inherent weaknesses, concealed defects, or manufacturer limitations.

10. Liability for Loss or Damage

We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property is subject to the limitations and exclusions in this section.

We will not be liable for:

Loss or damage arising from circumstances beyond our reasonable control, including but not limited to weather, road conditions, traffic, or acts of third parties.

Normal wear and tear, minor marks or scuffs that may occur in the course of careful handling.

Damage to items that were already defective, weak, or not in a reasonable condition to be moved.

Loss or damage to Goods packed by the Customer where such loss or damage is caused by insufficient or unsuitable packing.

Loss of data, digital content, or any indirect or consequential loss, including loss of profit, income, or anticipated savings.

Our total liability for any claim or series of claims arising from a single event shall not exceed the lower of the replacement value of the affected Goods or a reasonable limit set out in our quotation or insurance arrangements, unless we have expressly agreed in writing to a higher figure and the Customer has paid any associated charges.

Any loss or damage must be reported to us as soon as reasonably practicable and in any case within a reasonable period after completion of the Services so that we can investigate. We may require evidence such as photographs, receipts, or repair estimates.

11. Insurance

Dundee Removals maintains insurance cover appropriate to its business activities, in line with industry practice. This may include public liability and cover for Goods in transit, subject to policy terms, conditions and exclusions.

Our insurance is not a substitute for comprehensive household, commercial or contents insurance held by the Customer. Customers are encouraged to check their own insurance arrangements before the move to ensure adequate protection, especially for high-value or fragile items.

12. Waste and Disposal Regulations

We may, by prior agreement, remove certain waste items or packaging that arise directly from a removal. All such activities are subject to applicable waste management and environmental regulations.

The Customer must not request us to dispose of hazardous, clinical or controlled waste, or items that are subject to specific disposal rules, unless we have agreed in writing and hold the necessary authorisations. We reserve the right to refuse to collect or transport any item we reasonably believe may breach waste regulations or pose a risk to health, safety or the environment.

Where we remove waste on behalf of the Customer, ownership of those items passes to us at the point of collection solely for the purpose of lawful disposal or recycling. The Customer remains responsible for any incorrect classification or declaration of waste that results in regulatory breaches or additional costs. We may charge reasonable fees for waste handling, disposal or recycling in addition to standard removal charges.

13. Access, Parking and Property Damage

The Customer is responsible for ensuring that appropriate parking is available for our vehicles at both collection and delivery locations. Any parking permits, visitor passes or similar arrangements must be obtained by the Customer in advance unless we have explicitly agreed to handle such arrangements.

We are not responsible for fines or penalties arising from inadequate or unlawful parking where the Customer has directed us to park in a particular location. If we are unable to park reasonably close to the property, additional charges may be applied for increased carrying distances or time.

We take reasonable steps to avoid damage to property, including walls, floors and fixtures, during the move. The Customer should take precautions such as protecting vulnerable surfaces or informing us of particular concerns. We shall not be liable for superficial marks or minor damage that may be reasonably expected in the course of moving large items through confined spaces, provided we have acted with reasonable care.

14. Delays and Force Majeure

We will use reasonable efforts to adhere to agreed dates and times, but timings are estimates and may be affected by traffic, weather, access issues, or other factors beyond our control. We are not liable for loss or inconvenience resulting from delays, provided we have taken reasonable steps to overcome or minimise such delays.

If performance of the Services is prevented or significantly hindered by events beyond our reasonable control, we may suspend or terminate the Contract without liability, subject to refunding any advance payments for Services not yet performed, where appropriate.

15. Complaints and Disputes

If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with us as soon as possible, preferably on the day of the move or immediately thereafter. This allows us to investigate promptly and seek a practical resolution.

We will review all complaints fairly and in good faith. Where appropriate, we may offer remedies such as repair, replacement, a service adjustment, or a goodwill gesture, subject to the limitations of our liability. If a dispute cannot be resolved directly, the parties may consider mediation or other forms of dispute resolution before resorting to legal action.

16. Data Protection and Privacy

We collect and process personal data necessary to provide our Services, such as names, addresses, contact details and service-related information. We will use such data only for legitimate business purposes, including managing bookings, carrying out removals, issuing invoices and meeting legal obligations.

We take reasonable steps to safeguard personal data and will not sell or disclose it to unrelated third parties except where required by law or necessary to perform the Services, for example, where we engage subcontractors or service providers.

17. Subcontracting

We may, at our discretion, subcontract all or part of the Services to carefully selected third parties. Where we do so, we remain responsible for the overall performance of the Contract, although specific work may be carried out by others under our direction or in accordance with industry practice.

18. Variation of Terms

We may update or vary these Terms and Conditions from time to time. The version in force at the time the Customer confirms a booking will normally apply to that Contract unless changes are required by law or are agreed in writing between the parties.

19. Governing Law and Jurisdiction

These Terms and Conditions, and any Contract between Dundee Removals and the Customer, are governed by and construed in accordance with the law of Scotland. The parties agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services or these Terms and Conditions.

20. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation issued by us, constitute the entire agreement between Dundee Removals and the Customer in relation to the Services. They supersede any prior discussions, representations or understandings, whether oral or written, relating to the same subject matter.

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.