Removals Wales Service Terms and Conditions
These service terms and conditions set out the basis on which Removals Wales provides removal, relocation, transport, packing, storage coordination, and related moving services to customers. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are designed to create a clear, fair, and practical framework for both parties, covering the booking process, pricing, payment, cancellations, liability, waste handling, and the legal rules that apply to the service.
The terms apply whether the customer is arranging a domestic house move, an office relocation, a single-item transport service, or a larger removals service involving multiple vehicles or multiple days. References to “we”, “us”, and “our” mean Removals Wales. References to “you” and “your” mean the customer, the person named on the booking, and anyone acting on their behalf. If the booking is made by an agent, landlord, employer, or another third party, that person confirms that they have authority to accept these terms for the customer.
Nothing in these terms affects any rights that cannot legally be excluded under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply. These terms are intended to reflect standard UK removals and transport practice and should be read together with any written quotation, schedule, inventory, service note, or special instruction agreed before the move date.
Booking process begins when you request a quotation or ask us to reserve a date. We may ask for details such as the collection and delivery addresses, access conditions, estimated volume, number of floors, parking restrictions, item types, packing needs, and any special handling requirements. Based on the information provided, we will issue an estimate or fixed quotation. Quotations are usually based on the information supplied at the time and may change if the scope, access, timing, or load differs materially from what was described.
A booking is confirmed only when we have accepted the job in writing, verbally, or through another recorded method and, where required, when a deposit or advance payment has been received. You must check all booking details carefully, including dates, addresses, service level, and any access restrictions. If you later discover that any information was inaccurate or incomplete, you must tell us as soon as possible. Failure to do so may affect the cost, timing, or feasibility of the service.
We may decline, suspend, or reschedule a booking where we consider that the move is unsafe, unlawful, impractical, or materially different from the original description. This includes situations where vehicles cannot access the property safely, where there are severe parking constraints not disclosed in advance, or where the items exceed the stated weight, size, or quantity. In such cases, we will aim to offer a revised service arrangement, but we are not obliged to proceed on the original terms if the operational requirements have changed substantially.
Payments must be made in accordance with the quotation or invoice issued for the service. Unless stated otherwise, prices may include labour, vehicle use, standard equipment, and agreed handling, but may exclude parking charges, tolls, congestion fees, waiting time, storage costs, specialist packing materials, disposal charges, or third-party fees. Any extra costs incurred because of inaccurate information, delays, or additional work requested by you may be added to the final invoice.
Unless a different arrangement is agreed in writing, a deposit may be required to secure the date, and the balance must be paid by the completion of the service or within the time stated on the invoice. We may require advance payment, staged payment, or full payment before unloading, especially for high-value jobs, long-distance moves, weekend work, or services involving subcontracted resources. Failure to pay on time may result in suspension of service, refusal to unload, recovery action, and reasonable administrative charges permitted by law.
All prices are stated in pounds sterling unless otherwise specified. If VAT applies, it will be shown separately or included in the quoted price depending on the format of the quotation. We reserve the right to correct obvious pricing errors where a manifest mistake has occurred. If payment is made by card, bank transfer, or another electronic method, you remain responsible for ensuring cleared funds are received. Any chargeback or reversed payment may be treated as non-payment.
Cancellations, postponements, and amendments must be requested as soon as possible. If you cancel after booking, cancellation charges may apply depending on how much notice is given and what preparations have already been made. These may include costs for vehicle allocation, scheduling, packing materials ordered, staff reserved, or third-party services arranged for your move. If the booking is cancelled on the day of service or after the crew has been dispatched, you may be charged in full or for a substantial proportion of the agreed fee.
If you need to change the date, access details, or service specification, we will try to accommodate the request where availability permits. However, rescheduling is not guaranteed and may require an amended quotation. If you are unable to provide access at the agreed time, or if the move cannot proceed because of circumstances within your control, we may treat the job as a late cancellation and charge accordingly. Any agreed deposit may be non-refundable where it has been used to secure resources for your booking.
We may cancel or postpone a service where there are safety concerns, extreme weather, mechanical breakdown, staff illness, unlawful instructions, unpaid balances, or any other event outside our reasonable control. In such circumstances, we will aim to rearrange the service at the earliest practical opportunity. We will not be responsible for indirect losses arising from a necessary postponement, provided we have acted reasonably and in good faith.
Customer responsibilities include ensuring that items are packed appropriately, unless packing has been agreed as part of the service; that fragile items are clearly identified; and that all appliances, furniture, and fittings are ready for safe movement. You must remove or disclose dangerous contents, hidden valuables, and prohibited materials before the move begins. You are also responsible for securing pets, children, keys, codes, and any permissions required to access private roads, car parks, storage facilities, or buildings.
You must provide accurate information about the nature of the goods, including any item that is heavy, oversized, delicate, hazardous, or difficult to dismantle. If an item requires specialist handling, lifting equipment, or additional personnel, you must inform us in advance. We may refuse to move items that are unsafe, contaminated, illegal, or improperly prepared. If we do agree to transport such goods, that agreement will be subject to all applicable legal requirements and any specific written conditions we impose.
Liability is limited to the extent permitted by law. We will take reasonable care when handling your belongings, but we are not responsible for pre-existing damage, hidden defects, poor assembly, insufficient packaging, or deterioration caused by normal wear and tear. Where we are at fault and damage is directly caused by our negligence, our responsibility will be limited to reasonable repair, replacement, or compensation up to the value of the affected item, taking into account age, condition, and depreciation.
We are not liable for loss or damage caused by events beyond our control, including but not limited to adverse weather, road closures, traffic disruption, fire, flood, theft not caused by our negligence, civil disturbance, or acts of third parties. We do not accept liability for indirect or consequential losses, such as loss of profit, loss of earnings, missed appointments, delayed occupancy, emotional distress, or business interruption, unless such liability cannot legally be excluded. It is your responsibility to arrange adequate insurance where you consider it necessary.
Claims for damage, loss, or missing items must be reported promptly, and in any event within a reasonable time after completion of the service. You should allow us an opportunity to inspect the items and, where appropriate, to assess repair or replacement options. Failure to report an issue promptly may make it more difficult to investigate the matter fairly. Any claim will be assessed on the evidence available, including photographs, inventories, job notes, and statements from the crew.
Where items are packed by you, we will not be responsible for damage resulting from inadequate packing, overfilled boxes, unsuitable containers, or lack of protective materials. Where we pack items on your behalf, we will use reasonable skill and care consistent with a professional removal company service, but we do not guarantee that all contents will remain undamaged if the item itself is fragile, unstable, or previously defective. You must advise us of any sentimental or irreplaceable items requiring special handling.
Waste regulations apply whenever a service includes the removal, sorting, disposal, or transfer of unwanted goods, packing waste, broken furniture, appliances, or similar materials. We will handle waste in accordance with applicable UK waste management rules and environmental obligations. You must not place hazardous, clinical, asbestos-related, chemical, or other regulated waste among general removal items unless we have expressly agreed in writing to deal with it and are legally able to do so.
We may separate reusable goods from waste where this has been agreed, but we do not guarantee that any item will be donated, recycled, or disposed of in a particular way unless this has been specifically stated in writing. You are responsible for ensuring that the items handed over for disposal are lawfully yours to dispose of and do not contain prohibited materials. If we discover waste that is misdescribed or unsafe, we may refuse to transport it and may charge for time, handling, or disposal arrangements already incurred.
If the service includes waste collection or clearance, you acknowledge that we may require details of the waste type, approximate quantity, and source so that we can comply with licensing, carriage, and disposal obligations. Where the law requires transfer notes, consignment records, or similar documentation, you agree to cooperate and provide accurate information. You must not ask us to dispose of waste unlawfully, fly-tip, burn, dump, or conceal regulated materials. Any instruction of that kind will be refused and may be reported to the relevant authority where required by law.
We may use subcontractors, partner operators, or temporary staff to deliver part or all of the service where needed. If we do, we remain responsible for arranging the service with reasonable care, but we are not liable for matters outside our control that arise from third-party conduct not caused by our negligence. Titles to goods remain with you unless ownership is transferred by separate agreement. Risk in the goods may pass at the point of collection, delivery, or temporary storage according to the circumstances and any specific arrangement confirmed in writing.
Unless agreed otherwise, you must be present or represented at collection and delivery to confirm the goods being moved and to sign off completion if requested. If no one is available to receive the delivery, we may leave the goods in a safe place only if it is reasonable and lawful to do so, or we may take the goods into temporary holding at your cost. Any redelivery, return, or waiting time caused by failure to receive the goods may be charged at the prevailing rate.
Storage and waiting time, where included or required, may be charged separately unless expressly incorporated into the quotation. Goods left in our custody for a period agreed in writing will be subject to any applicable storage conditions, including access rules, payment timing, and release requirements. We may retain goods until outstanding sums are paid in full, to the extent permitted by law and any applicable lien rights. Perishable, hazardous, or unlawful items may not be accepted into storage under any circumstances.
The service may involve dismantling and reassembly of furniture or fittings if this has been agreed in advance and if the items are suitable for such work. We do not accept responsibility for hidden weaknesses, missing fixings, or manufacture defects revealed during dismantling or reassembly. You should keep screws, fittings, and instructions where possible. If a piece of furniture cannot be safely dismantled or reassembled, we may leave it in its current condition and charge only for the work actually carried out.
All intellectual property, systems, pricing methods, and operational documents used by Removals Wales remain our property unless we expressly agree otherwise. Any information you provide to us will be used for the purpose of delivering the service, managing accounts, handling claims, and meeting legal obligations. We may retain records for as long as reasonably necessary for administration, compliance, tax, and dispute resolution purposes. Personal data will be processed in line with applicable UK data protection law.
These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking unless a later version has been agreed in writing. If there is any conflict between these terms and a written quotation, the quotation will prevail only to the extent of the specific point stated. Otherwise, these terms continue to govern the service relationship.
Governing law and disputes are governed by the laws of England and Wales. The parties agree that any dispute arising from or connected with these terms or the services provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless a different forum is required by applicable law. Nothing in this clause restricts statutory consumer rights that cannot be waived or limited by agreement.
If a disagreement arises, both parties should first try to resolve the matter in a reasonable and practical way. This may include reviewing records, confirming timelines, and considering repair, replacement, partial refund, or other appropriate remedies where justified. Any dispute resolution process will not prevent either party from seeking urgent legal relief where necessary, including relief relating to unpaid charges, unlawful conduct, or protection of property.
By confirming a booking with Removals Wales, you acknowledge that you have read, understood, and accepted these removal service terms. You also confirm that the information you provide is accurate and that you will cooperate with reasonable operational and legal requirements associated with the move. These terms are intended to be fair, clear, and commercially sensible while protecting both the customer and the service provider.