Terms and conditions.

1. Scope

These terms apply to quotes and services provided by Dover Removals. The booking contract issued for your move sits alongside them; where the two differ, the booking contract takes precedence.

2. Quotes

Quotes reflect the information you give us and what we observe at survey. They assume reasonable access at both addresses and that the volume on the day matches the survey. Where either differs materially we will tell you before proceeding, and the quote may be revised. A quote is valid for thirty days from issue unless stated otherwise.

3. Booking and deposits

A date is held once the booking is confirmed and any deposit paid. Where a deposit is taken it is refundable in full if you cancel within fourteen days of paying it, provided that period ends before the move date.

4. Cancellation and postponement

Tell us as early as you can. Cancelling or postponing close to the date may incur a charge reflecting resource we have committed and cannot reassign; the scale is in the booking contract. On international bookings, cancellation after a crossing or consolidation slot has been reserved may carry third-party costs we cannot recover.

5. Goods we will not carry

Fuel, gas cylinders, aerosols, paint, solvents, explosives and other hazardous goods. We will not knowingly carry illegal items, live animals or perishable food. Cash, jewellery, deeds, passports and similar valuables should travel with you. Additional restrictions apply to consignments entering the EU, including certain foods and plants; we supply the relevant list before packing.

6. Your responsibilities

Ensuring access at both properties, obtaining any parking permit or bay suspension needed, declaring items of unusual value or weight, and checking nothing is left behind. Boxes you have packed yourself are packed at your risk. For international moves you are responsible for the accuracy of the inventory and for obtaining the personal documentation the destination country requires, including tax and residence numbers.

7. Liability and insurance

We hold goods in transit and public liability cover, applying throughout the journey including any sea leg. The limits for your move, including any per-item limit, are stated in the booking contract. Items of exceptional value must be declared in advance to be covered beyond the standard limit.

We are not liable for damage to goods you packed where the packing is the cause, for pre-existing defects, for damage arising from access described inaccurately, or for loss caused by events outside our reasonable control.

8. Claims

Note apparent loss or damage at delivery, and report it to us in writing within seven days of delivery. Claims made later may not be accepted. Do not dispose of damaged items or their packaging before a claim is settled, as they may require inspection.

9. Customs and border authorities

Customs authorities may inspect, delay or refuse a consignment. We are not liable for duties, taxes, storage, demurrage or missed sailings arising from an inspection, from documentation you have supplied that proves inaccurate, or from your failure to obtain required identification or residence documents in time.

10. Payment

Unless agreed otherwise in writing, payment is due before or on completion. For international consignments payment is due before goods are released for delivery at destination. We may withhold delivery where payment remains outstanding after the due date stated in the booking contract.

11. Storage

Storage charges accrue per period and are payable in advance. Goods remain subject to a lien for unpaid charges, and extended non-payment may result in disposal in accordance with the booking contract and applicable law.

12. Complaints and governing law

Raise complaints with us first at hello@doverremovals.co.uk so we can put things right. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.