1. PRICING STRUCTURE (PER VAN LOAD)

All removals are charged per van load, not per item.

Each van load is based on:

- volume / space used

- weight

- safe loading requirements

Our vans can carry up to approximately 1 tonne per load. However, final determination of what constitutes a full van load is entirely at the sole discretion of D&E House Clearances & Removals Ltd.

Due to safety, transport restrictions, and the nature of the items being moved, goods cannot always be stacked tightly or mixed together. Items such as garden furniture, plant pots, fragile furniture, bulky items, awkward items, or irregular shapes may require additional van loads even where the quantity appears small.

All loading decisions, including weight distribution, stacking, positioning, and what can safely travel together, are entirely at the discretion of D&E House Clearances & Removals Ltd.

2. LOADING & UNLOADING

All loading and unloading is carried out strictly by our trained staff only.

Customers and third parties must not load items onto the vehicle, interfere with loading arrangements, reposition items in the van, or place items inside the van themselves.

This is necessary for:

- health and safety

- insurance compliance

- safe load security

Any items placed on the vehicle by a customer or third party are done entirely at their own risk and may not be covered by insurance or goods in transit cover.

3. PACKING STANDARDS

Customers are responsible for ensuring all items are properly packed, protected, and suitable for transport before our arrival.

Boxes must be:

- strong

- structurally sound

- suitable for stacking

- not overloaded

As a general guide, boxes should not exceed approximately 25kg.

We strongly recommend the use of:

- proper removal boxes

- bubble wrap for fragile items

- suitable protective covers for furniture and electrical items

Examples of protective materials include:

- mattress covers

- sofa covers

- TV covers

- protective wrap for fragile furniture

We are not liable for damage caused by poor, inadequate, or unsuitable packing.

3A. USE OF BAGS

Bin bags may be used for soft, non-breakable items only, including:

- clothes

- bedding

- duvets

- pillows

- soft furnishings

We recommend vacuum bags where possible.

Bin bags must not be used for:

- kitchenware

- pots and pans

- fragile items

- picture frames

- toys with protruding parts

- sharp items

- heavy items

- anything likely to split or tear the bag

If a customer packs unsuitable items into bags and those bags split, tear, cannot be stacked safely, or cause damage, D&E House Clearances & Removals Ltd accepts no liability.

4. POOR PACKING & LIABILITY

We are not liable for damage, breakage, loss, or handling issues where:

- items are poorly packed

- items are not adequately protected

- fragile items are not wrapped

- furniture is not dismantled correctly

- customers interfere with loading

- customers or third parties place items on the van themselves

We reserve the right to refuse unsafe items, refuse unsafe packing, or alter loading methods as we see fit.

5. HEAVY, BULKY & AWKWARD ITEMS

Customers must declare in advance any:

- heavy items

- oversized items

- awkward items

- bulky furniture

- access restrictions

- items needing specialist handling

A standard 2-person team can generally handle items up to approximately 50kg per item, subject always to manual handling assessment, access, dimensions, and safety.

Items such as solid wood furniture, oversized wardrobes, large appliances, non-dismantled furniture, and awkward items may require:

- extra labour

- extra time

- additional equipment

- revised pricing

All decisions regarding whether an item can be moved safely, whether more staff are needed, whether equipment is needed, or whether the item can be transported at all are entirely at the discretion of D&E House Clearances & Removals Ltd.

Failure to declare heavy, bulky, oversized, or awkward items may result in:

- delays

- extra charges

- revised quotes

- items being left in place

6. HEIGHT, SPACE & LOADING RESTRICTIONS

Vehicle height restrictions apply.

Items over approximately 5ft 8in to 6ft may need to be laid down flat for transport.

If a customer does not want an item laid flat, and the item cannot be safely transported upright within the vehicle, then alternative arrangements must be made by the customer.

We do not guarantee upright transport of tall items.

All decisions regarding item positioning, whether items travel flat or upright, and whether items can be transported safely are entirely at the discretion of D&E House Clearances & Removals Ltd.

7. FURNITURE PREPARATION

All furniture must be:

- empty

- ready to move

- properly prepared before our arrival

Customers must ensure large furniture is dismantled where necessary unless dismantling has been booked as an additional service with us.

Removing doors alone is not classed as full dismantling and may not be sufficient to move the item safely through hallways, staircases, doorways, or access points.

If furniture is not properly dismantled and cannot be moved safely, it may be left in place.

8. DISMANTLING & REASSEMBLY

We offer dismantling and reassembly as an additional service charged at an hourly rate.

This is separate from, and in addition to, the agreed removal price and van load price.

Dismantling and reassembly must be:

- requested in advance

or

- agreed on the day, subject to time and availability

Customers must not assume dismantling or reassembly is included in the standard removal quote unless expressly confirmed in writing.

9. ACCESS, LOGISTICS & REASSEMBLY LIMITATIONS

A large item may come out of one property easily but may not go into the new property without further dismantling, additional labour, or at all.

Access issues may include:

- narrower staircases

- tighter corners

- lower ceilings

- smaller rooms

- restricted hallways

- awkward landings

Wardrobes and other large furniture are a common example. Even if dismantled for removal, the new property may not have enough floor space or ceiling height to safely rebuild the item lying down or manoeuvre it into position.

If an item has to be reassembled upright due to restricted space, this may increase the risk of damage to the item.

D&E House Clearances & Removals Ltd accepts no liability where:

- furniture cannot be reassembled due to space restrictions

- furniture cannot physically fit into the property

- reassembly conditions are restricted or unsuitable

- damage occurs because the only available reassembly method creates unavoidable strain on the item

10. ON-THE-DAY CHANGES

If additional dismantling, labour, equipment, time, or vehicle space is required on the day, this will result in:

- additional charges

- revised pricing

- possible delays to completion

If time, safety, staffing, or access do not allow extra work to be completed, items may be left in place.

11. PROPERTY PROTECTION & FLOORING

We take reasonable precautions to protect property during removals, including use of blankets and protective coverings where appropriate.

For health and safety reasons, staff will not remove footwear whilst carrying out removals work.

Shoe covers may also be unsuitable where they create slip risks.

If customers require additional floor protection, such as carpet film or walkway protection, this must be requested in advance.

Any such floor protection applies to access routes only.

Furniture cannot be placed onto temporary protective film if doing so would damage the film, the item, or create an unsafe working environment.

12. WHITE GOODS & ELECTRICAL ITEMS

Customers are responsible for ensuring white goods and electrical items are fully prepared for transport.

For white goods, we strongly recommend:

- items are fully emptied

- washing machines have transit bolts fitted where possible

- waste pipes are bagged, blocked, or secured

- plugs are properly protected

- fridge freezers are emptied and prepared correctly

For electrical items generally, we strongly recommend plugs, cables, and delicate parts are packaged and protected appropriately.

We are not liable for leaks, damage, or transport issues caused by poor preparation of white goods or electrical items.

13. WAITING TIME, DELAYS & ACCESS

D&E House Clearances & Removals Ltd operates as a man with a van service. We are not a full-scale removals company managing key releases, property chains, legal completion times, or third-party access arrangements.

Customers are responsible for ensuring:

- keys are available

- access is ready

- the property is ready for loading and unloading

- the destination property is available to receive the goods

We are not liable for delays caused by:

- waiting for keys

- delayed completions

- property chains

- previous occupants still being in the property

- blocked access

- unavailable access

- delays caused by estate agents, solicitors, landlords, sellers, buyers, or any third party

Any waiting time caused by delays outside our control will incur a waiting charge.

This includes time spent:

- waiting to gain access

- waiting to unload

- waiting to proceed with the job

14. PAYMENT TERMS

Payment is due immediately upon completion unless otherwise agreed in writing beforehand.

Accepted payment methods are:

- bank transfer

- cash

- card

Quotes are provided in advance based on the information supplied by the customer.

If the scope of work changes on the day, including but not limited to extra items, extra van loads, extra labour, dismantling, delays, waiting time, or access issues, the quote will be amended accordingly and the revised total will be payable.

15. LATE PAYMENT

Late payment may result in:

- additional fees

- administrative charges

- debt recovery action

D&E House Clearances & Removals Ltd is a service provider, not a credit facility.

16. AGREEMENT

By booking our removal services, the customer confirms that:

- all relevant details have been disclosed

- items are properly packed and prepared

- heavy, awkward, bulky, fragile, or specialist items have been declared

- these terms and conditions are accepted in full