Last updated: 3 August 2026
1. Who we are
We are Daiffe Ltd ("we", "us", "our"), a company registered in England & Wales under company number 16311884, with our registered office at 62 Haymoor Road, Poole, Dorset, BH15 3NS. We provide house removals, A to B deliveries and waste removal and clearance across Poole, Bournemouth, Christchurch and the wider Dorset area.
You can reach us on 07538 510677, by email at [email protected], or through the form on our contact page.
2. When these terms apply
These terms apply to every job we carry out for you. A contract is formed when you accept our quote — in writing, by email or text, or verbally — and we confirm the booking. At that point these terms become part of the agreement between us, so please read them before you accept.
If we agree anything different or additional in writing for your job, that agreed wording takes priority over these terms.
3. Quotes and prices
- Quotes are free and carry no obligation. We give you a price before we start, not after we finish.
- A quote is based on the information you give us — the addresses, the volume of items or waste, access and parking, floors and lifts, and the date. Please describe the job as accurately as you can, because the price depends on it.
- Unless we say otherwise, a quote is valid for 30 days from the date we give it.
- The quoted price is the total price for the job. We do not add fees on top of it afterwards.
- If, when we arrive, the job is materially different from what was described — significantly more to move, no usable access or parking, or extra addresses or trips — we will tell you before we carry on and agree a revised price with you. You are free to decline the revised price, and if you do we will only charge for work already done.
4. Booking and confirmation
We will agree a date and an arrival time or time window with you. We aim to arrive within that window, but traffic, weather and earlier jobs can affect timings; where they do, we will keep you informed. An arrival time is an estimate given in good faith, not a guarantee, unless we have specifically agreed a fixed time in writing.
Where a job depends on something outside both our hands — a completion date, a key release, a landlord or a building manager — please tell us, because those dates move and we would rather plan for it than be surprised by it.
5. Getting us in: access, parking and waiting
To let us do the job properly, please make sure that:
- we can get to both addresses and park reasonably close, and that any permit, bay suspension, lift booking or building consent needed is arranged in advance;
- you, or someone you have authorised who is over 18, is present at both ends to direct us and to confirm what goes and what stays;
- anything you do not want moved or taken away is clearly separated or labelled;
- you have checked drawers, cupboards, lofts and sheds for anything you meant to keep;
- lifts, stairwells, communal doors and driveways are clear and usable, and that any restriction on working hours in your building is passed on to us before the day.
If parking charges, congestion or clean air charges, tolls, ferry fares or permit fees are unavoidable for your job, we will tell you before the day and they are added to the price at cost.
If we are given a parking or traffic penalty because you directed us to park somewhere, or because a permit or suspension you arranged was not valid, that penalty is yours to pay. Penalties we pick up through our own choices are ours.
If we arrive at the agreed time and cannot start because no one is there, we cannot get access, or the job is not ready, we will wait a reasonable time and try to contact you. Waiting beyond that is time we cannot use on another job, so we may charge a waiting rate — we will tell you that rate before we start charging it, and we will not apply it without telling you first. If we still cannot start, we may treat it as a cancellation at short notice under section 12.
6. Health, safety, and when we may stop
Our crew are entitled to work safely. We may decline to move a particular item, or to use a particular route, where doing so would put someone at risk of injury or would damage the property — for example a load that is too heavy to handle safely on a staircase, or an access route that is blocked, unlit or unsound.
We may also stop work and leave where a site is genuinely unsafe, where there is a health risk we were not told about, or where anyone at the address is abusive or threatening towards our crew. If we stop for one of those reasons, we will explain why at the time, and we may charge for the work already done.
If any part of your job involves a known health risk — heavy soiling, pest infestation, needles, or anything similar — please tell us when you book. We can usually still help, but we need to come prepared, and it may change the price.
7. What we cannot move or take away
For safety and legal reasons there are some things we cannot carry. These include hazardous and prohibited items such as asbestos, gas bottles and cylinders, fuel, paints, solvents and chemicals, explosives and ammunition, clinical or medical waste, and anything illegal.
Please also do not ask us to carry cash, jewellery, deeds, passports, prescription medicines or other valuables and irreplaceable items — carry those yourself, as we cannot accept responsibility for them.
Some items need special handling and we may not be able to take them without notice — pianos, safes, large garden equipment, fuel-powered machinery, plants and livestock among them. If you are unsure about anything, ask us when you book and we will tell you straight.
If we discover prohibited items during a job, we may refuse to move them, and where we have to we may stop work. We will explain why at the time.
8. Waste removal and clearance
We are registered with the Environment Agency as an upper tier waste carrier, broker and dealer under registration number CBDU574687, and we handle waste under our duty of care obligations. Wherever we can, items are reused, donated or recycled rather than sent to landfill, and the rest goes to a permitted disposal site.
- By asking us to remove waste, you confirm that it is yours to dispose of, or that you have the authority of the owner to have it removed.
- You also confirm, as far as you reasonably know, that the waste contains nothing hazardous or prohibited of the kind listed in section 7.
- Once we have loaded it, the waste becomes ours to dispose of, and we take responsibility for disposing of it lawfully.
- We cannot return items once they have been loaded and taken away, so please check carefully before we load.
- Hazardous waste is excluded, as set out in section 7. If we find it in a load, we will leave it and tell you.
- We can provide a waste transfer note for your records on request — ask us at the time of booking. Businesses should always request one, as you are required to keep it.
Waste is priced by volume and weight. If the load turns out to be substantially bigger or heavier than described, section 3 applies — we will tell you before we carry on and agree the revised price with you.
If hazardous waste is mixed into a load without our knowledge and we only discover it after collection, we may have to pay a specialist disposal charge or a penalty. Where that happened because the waste was described to us inaccurately, we may pass on those costs, but only what we reasonably had to spend, and not where you could not reasonably have known.
9. Sub-contracting
We do the work ourselves wherever we can — that is rather the point of using us. Occasionally, for a large job or where a vehicle is off the road, we may bring in another crew or vehicle to help. If we do, we remain responsible to you for the whole job under these terms, exactly as if we had done every part of it ourselves.
10. Delivery, and goods we cannot deliver
We deliver to the address you give us and hand over to you or to someone you have authorised. Please check the address carefully when you book — a delivery made to the address you gave us is a delivery completed.
If we arrive to deliver and no one is there to receive the goods, or we cannot get access, we will try to contact you and agree what to do. Where we have to take goods away and hold them, or make a second trip, we may charge our reasonable costs for doing so, and we will tell you what those are before we incur them.
We are a removals and clearance business, not a storage company. We do not offer long-term storage, and anything we hold is held short-term as a practical courtesy while we sort the delivery out with you.
11. Payment
Unless we have agreed otherwise in writing, payment is due on completion of the job. We will tell you at the time of booking which payment methods we accept and whether any deposit is required to hold a date. Any deposit is credited against the final price.
If you are a business customer and we have agreed credit terms in writing, invoices are payable within the agreed period, and we may charge statutory interest and costs on late payment under the Late Payment of Commercial Debts (Interest) Act 1998. This does not apply to consumers.
Where a consumer's payment is overdue, we may charge interest at a reasonable rate on the outstanding amount from the date it fell due, and recover the reasonable costs of collecting it. We would always rather talk to you first — if there is a problem with paying, tell us and we will try to work something out.
12. Changing or cancelling a booking
Your legal right to cancel
If you are a consumer and you booked with us at a distance (by phone, email or through our website) or away from our business premises (for example at your home during a survey), you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the contract being made, without giving a reason and without charge.
To cancel, just tell us clearly — a call, text or email is enough. We will refund any payment you have made within 14 days of you telling us.
Two things are worth knowing. If you want us to start the work within that 14-day period — which is often the case with a same-day or next-day job — you need to ask us to, and we will ask you to confirm it. If you then cancel, you still have the right to do so, but you must pay a fair amount for the work already carried out. And once we have finished the job at your request within the 14 days, the right to cancel no longer applies to that job.
Cancelling or moving a date outside that period
We know plans change, particularly with house moves and completion dates. Tell us as soon as you can and we will do our best to move you to another date at no extra cost.
Where you cancel at short notice and we cannot fill the slot, or where we arrive and cannot start for the reasons in section 5, we may charge a reasonable amount to cover the costs we have already incurred and the work we have turned away. We will always explain any such charge to you, and it will never be more than our actual loss.
If we have to cancel
We may occasionally have to cancel or move a job — a vehicle breakdown, illness, or conditions that make the work unsafe. If that happens we will tell you as soon as we can, offer you the earliest alternative date we have, and refund any payment or deposit you have made in full.
13. Your goods, our care and insurance
We treat your things as we would our own, and we are insured for the work we do. If we damage your goods or your property through our negligence while carrying out the job, we will put it right — by repair, replacement or a payment, whichever is appropriate.
There are some limits, which are the usual ones in this trade:
- We are not responsible for damage to items you packed yourself where the damage is caused by the way they were packed, or for goods packed inside furniture, appliances or drawers during transit.
- We are not responsible for pre-existing damage, wear, or for items that are inherently fragile or defective and would be damaged by ordinary careful handling.
- We are not responsible for damage to electronic or mechanical items that does not show externally, unless we caused it and it is evident that we did.
- Where you have asked us to move something we advised against moving, or to take a route or use access we advised against, we are not responsible for damage that results.
- We are not responsible for the valuables and irreplaceable items listed in section 7, which you should carry yourself.
- We are not responsible for the loss of profit, loss of business or other indirect losses of business customers.
Please tell us about any loss or damage as soon as you notice it, and in any event within 7 days of the job, so we can look into it while the facts are fresh. Do not have anything repaired before we have had a chance to inspect it.
Our total liability for any one job is limited to the value of the loss or damage we have caused, and in any event to the limits of our insurance cover. We can tell you the current limits of that cover on request, before you book — just ask.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited or excluded. If you are a consumer, nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 — including the right to have services carried out with reasonable care and skill.
14. Damage to buildings and access routes
Moving large items through real doorways is not a risk-free business, and we would rather be straight with you about it than pretend otherwise. We take proper care, and if we damage your property through our negligence we will put it right under section 13.
Where you ask us to move something through an opening or along a route that we have told you is too tight for it, and you would like us to try anyway, we will — but we cannot then be responsible for damage to the item, the door frame, the stairwell or the wall that comes from the tightness of that route. We will always tell you before we attempt it, so the choice is yours and you are making it with the facts.
Please also point out anything unusually fragile about the building itself — original plasterwork, a soft floor, a fragile stair rail — before we start.
15. Things outside anyone's control
We are not responsible for delays or failures caused by events genuinely outside our control — severe weather, flooding, road closures, accidents, industrial action, or the acts of third parties such as your buyer, seller, landlord or building management. If such an event affects your job, we will contact you as soon as we can and agree a new date, or, if that is not workable, cancel and refund anything you have paid for work not done.
16. Photographs
We sometimes photograph a job — a before-and-after clearance, a van loaded up — for our own records and occasionally for our website or social media. We will ask you first before using any photograph taken at your property publicly, and you are free to say no. Saying no makes no difference to the job or the price. We do not photograph the inside of occupied homes for marketing without asking.
17. If something goes wrong
If you are unhappy with any part of the job, please tell us. Call 07538 510677 or email [email protected] and we will acknowledge your complaint, look into it properly and come back to you with an answer. We would far rather hear about a problem and put it right than have you leave it.
If we cannot sort it out between us, you are of course free to take the matter further, and nothing here stops you doing so or affects your right to go to court.
18. Your personal data
We handle the personal information you give us in line with our Privacy Policy, which explains what we collect, why, how long we keep it and the rights you have over it.
19. Changes to these terms
We may update these terms from time to time. The terms that apply to your job are the ones published on this page when you accepted our quote, and the "last updated" date above shows when they last changed. We will not change the terms of a job you have already booked without agreeing it with you.
20. General
- If part of these terms does not hold. If any part of these terms turns out to be unenforceable, the rest of them carry on in full. Only the offending part drops away.
- Not enforcing something straight away. If we do not insist on something we are entitled to, or we are slow about it, that does not mean we have given it up.
- Third parties. These terms are between you and us. Nobody else can enforce them under the Contracts (Rights of Third Parties) Act 1999.
- Passing the contract on. You may not transfer your booking to someone else without asking us first. We may transfer our rights and obligations to another business, but never in a way that reduces the rights you have under these terms.
- The whole agreement. These terms, together with the quote we gave you and anything we agreed with you in writing, are the whole of what we have agreed. This does not limit our responsibility for anything we told you that was untrue.
21. Governing law
These terms are governed by the law of England and Wales, and any dispute may be brought before the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own local courts.