Removals Wales Terms and Conditions

These Terms and Conditions apply to all removal services provided by Removals Wales, including home removals, office removals, furniture transport, packing support, loading and unloading, and related moving services. By placing a booking with us, you agree to be bound by these terms. If you do not accept any part of these conditions, you should not confirm the service. These terms are designed to set clear expectations for the removals service, protect both parties, and support a smooth and professional moving process.

In these Terms and Conditions, references to ???we??�, ???us??� and ???our??� mean Removals Wales, and references to ???you??� and ???your??� mean the customer, client, or person making the booking. The term removal service includes any collection, transport, handling, storage support arranged as part of the move, and any additional task agreed in writing before the job begins. The terms below should be read together with any written quotation, booking confirmation, or agreed service schedule. Where there is any inconsistency, the written quotation or service agreement will normally take priority for the specific booking, unless otherwise stated.

These terms apply to both private and business customers. We reserve the right to update or amend these conditions from time to time, and the version in force at the time of booking will apply to your service unless we agree otherwise in writing. Nothing in these terms affects your statutory rights as a consumer where applicable. For clarity, all references to the moving service include the team, vehicles, equipment, and associated handling methods used to complete the job safely and efficiently.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where required, received any deposit or upfront payment stated in the quotation. Before confirmation, we may request details about the items to be moved, access conditions, property type, floor level, parking restrictions, fragile items, and any special handling requirements. Accurate information is essential because the price and staffing levels for a house removals or office removals booking are based on the details you provide. If the information later proves incomplete or inaccurate, we may need to revise the quotation, alter the time required, or make changes to the equipment and number of staff allocated.

When you request a quote, you agree to provide information that is true, complete, and not misleading. This includes the approximate number and size of items, whether there are pianos, safes, antiques, dismantled furniture, or high-value goods, and whether there are any access difficulties such as narrow stairs, limited parking, lifts, or long carrying distances. If the job changes materially after booking, we may treat the revised work as an amended service and adjust the charges accordingly. A removal company can only plan appropriately when the information supplied is reliable and current.

The booking may include services such as packing materials, labour-only assistance, dismantling and reassembly, or specialist handling. Any extra work requested on the day is subject to availability and may incur additional charges. We are not obliged to complete work that was not included in the booking if doing so would be unsafe, unlawful, or beyond the agreed scope. We will use reasonable efforts to accommodate reasonable changes, but any extension of the job may affect the final cost and timetable. For a moving company, clear pre-booking communication is a necessary part of maintaining service quality.

2. Payments and Pricing

All prices are based on the quotation issued before the service begins, unless additional work, waiting time, or unforeseen complications arise. Quotes may be provided as fixed prices or estimates. A fixed price means the quoted amount is the amount payable for the agreed scope of work, provided your information was accurate and the scope does not change. An estimate is a reasonable projection of likely charges, but the final amount may vary depending on time taken, access conditions, waiting periods, additional labour, or changes to the service requested.

Unless otherwise stated, any deposit paid is non-refundable if you cancel after acceptance of the booking, because it helps secure vehicles, staff, and time slots. Final payment is due in full on completion of the service unless we have agreed alternative terms in writing before the move. We may require payment by bank transfer, card payment, or another approved method. We do not accept responsibility for delays caused by non-payment, and we may withhold unloading, release of goods, or completion of the job until outstanding sums are cleared.

If payment is overdue, we may charge reasonable administrative costs and interest where permitted by law. Any costs incurred by us in recovering unpaid sums, including debt recovery costs or legal expenses, may be added to the amount due. You are responsible for ensuring that the person arranging payment has authority to do so. For commercial customers using a removals service, invoices must be paid within the period stated on the invoice or quotation. We may suspend current or future services if there are unpaid balances from earlier jobs.

3. Cancellations and Rescheduling

If you need to cancel or reschedule a booking, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether resources have already been allocated. Because a home removals booking often requires planning, staff allocation, vehicle scheduling, and route preparation, late cancellation can result in loss and wasted costs. If you cancel within a short period before the scheduled date, we may retain some or all of any deposit or charge a cancellation fee that reflects our reasonable losses.

Where a move is postponed rather than cancelled, we will try to offer an alternative date subject to availability. A rescheduled booking may be treated as a new appointment if the original date is no longer available or if the revised arrangements substantially differ from the original scope. If you are not ready for collection at the agreed time, or if access is not available, waiting charges may apply. We are not obliged to hold a vehicle or team indefinitely, and if the delay prevents completion on the day, further charges may be required to finish the service later.

We may cancel or suspend a booking if you fail to provide necessary information, fail to make payment when due, breach these terms, or create an unsafe or unlawful situation. In such cases, we may charge for reasonable costs already incurred. We may also cancel where circumstances beyond our control make it impossible or unsafe to proceed, including severe weather, vehicle breakdown, road closures, illness, or other operational disruptions. In those circumstances, our liability will be limited to refunding any amount paid for the part of the service not provided, subject to any lawful deduction for work already completed.

4. Liability and Customer Responsibilities

We will carry out the removal company service with reasonable care and skill, using suitably trained staff and appropriate equipment. However, your own responsibilities are important. You must ensure that all items are properly packed unless packing was included in the quotation, and that drawers, cupboards, and cabinets are emptied where required. You should protect and remove any highly fragile, dangerous, flammable, explosive, or prohibited items unless we have expressly agreed in writing to handle them. You are also responsible for ensuring that pets, children, and other occupants are kept clear of working areas.

We are not liable for loss or damage arising from inadequate packing, pre-existing defects, hidden weakness, overfilled boxes, or items that are unsuitable for transport in the condition presented. Likewise, we are not responsible for damage to items that you have chosen to move yourself, or for items left unsecured by you prior to collection. Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service. You should retain packaging and evidence of the condition of the goods if you intend to make a claim.

Our total liability for any loss, damage, delay, or failure to perform the service will be limited to the amount paid for the affected booking, except where law requires otherwise. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. We are not responsible for indirect or consequential losses, including loss of earnings, loss of profit, or missed deadlines, unless this has been expressly agreed in writing. A moving service naturally involves handling risks, and those risks are managed through planning, care, and proper preparation by both sides.

5. Waste Regulations and Disposal

Where our service includes removal of unwanted items, packaging waste, or disposal of materials, you agree that we may only transport or dispose of waste in accordance with applicable UK waste regulations. Waste handling must comply with legal requirements governing transfer, segregation, carriage, and disposal. We will not remove hazardous waste, clinical waste, asbestos, chemicals, gas cylinders, batteries, electrical items requiring specialist disposal, or any other regulated material unless this has been specifically agreed and can lawfully be handled under the relevant rules. A removals service is not a general licence for unlawful disposal.

You must tell us in advance if any items are to be treated as waste rather than retained for transport. If we agree to remove unwanted furniture, packaging, or household rubbish, ownership of those items passes to us only to the extent necessary to arrange lawful handling or disposal. We may refuse to take any item that we reasonably believe could breach waste laws, create safety risks, or expose us to regulatory action. If prohibited materials are discovered among the goods, we may suspend the job until the issue is resolved, and any resulting delay or additional expense may be charged to you where lawful.

If we arrange disposal through licensed third parties, we may retain records, transfer notes, or other documents required for compliance. You must not place illegal or hazardous materials among items presented for removal without prior disclosure. Any breach of waste legislation caused by false information, concealment, or improper packaging is your responsibility. For commercial waste or office clearance arrangements, you must provide full and accurate information about the type of waste involved. Failure to do so may result in cancellation of the service and recovery of any resulting costs or penalties. A professional removals company must always operate within the law, and so must the customer.

6. Access, Delays, and Site Conditions

You must ensure suitable access to both collection and delivery premises at the agreed times. This includes arranging parking where necessary, securing permissions, and making sure lifts, entrances, or loading areas can be used. If access is restricted, delayed, or unavailable, waiting time may be charged at the rate stated in the quotation or, if none is stated, at a reasonable rate. We are not responsible for delays caused by blocked access, incorrect addresses, unannounced roadworks, missing keys, or third-party interference.

If the property condition creates a health and safety issue, we may pause or stop work until the issue is resolved. Unsafe flooring, excessive clutter, exposed wiring, infestations, or unstable furniture may require extra precautions or additional labour. We may also refuse to move goods through areas that present a foreseeable risk of injury or property damage. Where the job is delayed by factors outside our control, the final cost may be adjusted to reflect additional labour time, fuel, or rescheduling requirements. You agree to co-operate with reasonable instructions from our staff for the purpose of safety and efficiency.

7. Ownership of Goods and Authority

You confirm that you are the owner of the goods to be moved, or that you have permission from the owner to instruct us to handle them. You must ensure that the goods are free from legal restrictions, liens, or disputes that would prevent transport. We are entitled to rely on your authority to release, move, or dispose of items as instructed. If a third party later disputes your authority, you will be responsible for any losses, costs, or claims arising from that dispute, unless the issue was caused by our own breach of these terms.

You remain responsible for removing all cash, jewellery, passports, documents, and other sensitive items unless we have expressly agreed otherwise in writing. We do not accept liability for loss of such items if they were packed among general goods or left unsecured. We may refuse to transport items that appear to be high-risk, unlawful, or inconsistent with the declared inventory. Any instruction given on the day must be clear and lawful. If there is a disagreement over how items should be handled, we may suspend the relevant part of the work until the matter is resolved.

8. Complaints, Claims, and General Terms

If you believe there has been an error, damage, or shortfall, you must raise the issue promptly so it can be investigated. Claims should include enough detail to identify the booking, the item affected, and the nature of the problem. We may request photographs, purchase evidence, or other supporting information. Any claim not reported within a reasonable time may be harder to investigate and may be rejected where delay has caused prejudice. This process applies to all moving company services, whether domestic or commercial.

These terms do not create any partnership, agency, or employment relationship between us and you. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining parts will continue in effect. No failure or delay by us in enforcing a right will amount to a waiver of that right. We may assign or subcontract parts of the service where reasonably necessary, but we remain responsible for the overall performance of the agreed work, subject to these terms. Any variation must be agreed in writing.

These Terms and Conditions and any dispute or claim arising from them, or from the provision of a removals service, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these conditions. The aim is to ensure that every removals Wales booking is handled fairly, safely, and in accordance with agreed service standards and the law.