Terms & conditions
Last updated: August 2026
These terms set out how we work together when you ask Dorset Removals for a quote and, if you go ahead, when we carry out your move. They’re written to be readable; nothing here replaces the specific written quote and booking confirmation we send you, which take precedence if anything differs.
1. Quotes
A quote is based on the information available at the survey — the volume, access and destination you show or tell us. It is a written estimate, not an online guess. Unless stated otherwise, a quote remains valid for thirty days from its date. If what we find on the day differs materially from what was surveyed — significantly more to move, or access we weren’t told about — we may need to revise the figure, and we’ll talk it through with you before doing so.
2. Booking and payment
A booking is confirmed when you accept the quote and, where we ask for one, pay a deposit to hold the date. Unless your booking confirmation says otherwise, the balance is due no later than seven days before the agreed collection date. We’ll always set out the payment terms clearly in writing before you commit.
3. Your responsibilities
You agree to give accurate information about what’s being moved and the access at both ends, to obtain any parking permissions or permits we can’t arrange on your behalf, and to make sure items are ready as agreed (for example, that you’ve packed anything you said you would). Please tell us in advance about anything of unusual value, weight or fragility so we can plan for it.
4. Items we can’t carry
For everyone’s safety we can’t transport hazardous, perishable or illegal goods, and we’ll ask you to make separate arrangements for items such as cash, jewellery and important documents. If you’re unsure whether something can travel, ask us before the day.
5. Liability and claims
We take care of your belongings and carry appropriate goods-in-transit and liability cover, the scope of which is set out in your quote. If something is lost or damaged in our care, please tell us as soon as you reasonably can, and in any event within seven days of delivery, so we can inspect and put it right. Claims made outside that window may be harder for us to investigate fairly.
6. International moves and customs
For moves outside the UK, timings depend on the route, the crossing, consolidation and customs clearance, and are given as estimated windows rather than guarantees. We prepare and handle the customs documentation with you, but you remain responsible for the accuracy of the information you provide and for any duties or taxes properly due at the destination.
7. Clearance and waste
Where we carry out house clearance or waste removal, we handle waste responsibly and through the proper channels. You confirm that items presented for clearance are yours to dispose of, and you’ll let us know in advance of anything hazardous so it can be handled correctly.
8. Cancellation
You can cancel or reschedule a booking by contacting us in writing. Where you cancel well ahead of the collection date, any deposit is refundable up to fourteen days before that date; cancellations closer to the day may be subject to a charge reflecting the work already committed, as set out in your booking confirmation. We’ll always be reasonable and clear about this.
9. Complaints and governing law
If something isn’t right, tell us and we’ll work to fix it — email hello@dorset-removals.co.uk. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.