Portugal Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Portugal Removals provides removal, packing, storage and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings indicated:

1.1 Portugal Removals, we, us, our: The removal services provider trading as Portugal Removals.

1.2 Customer, you, your: The person, firm or company who requests or uses our services.

1.3 Services: Any removal, packing, unpacking, loading, unloading, transportation, storage, disposal, or related services supplied by us.

1.4 Goods: Any items, furniture, personal belongings or other property which are the subject of our services.

1.5 Contract: The agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.

2. Scope of Services

2.1 We provide domestic and commercial removal and related services, including local and longer-distance moves, packing and unpacking, and where agreed, storage and waste removal in connection with a move.

2.2 The exact scope of services will be set out in our quotation and subsequent booking confirmation. Only services expressly agreed in writing form part of the contract.

2.3 Any additional services requested on the day of the move or after the contract is formed may be subject to additional charges and will only be carried out where reasonably practicable.

3. Quotations

3.1 All quotations are based on the information provided by you at the time of enquiry, including but not limited to property access, volume of goods, special items, dates and locations.

3.2 Quotations are not binding until accepted by you and confirmed by us in writing. We may withdraw or revise a quotation at any time before a contract is formed.

3.3 We reserve the right to adjust the quoted price if:

3.3.1 The services are not carried out within three months of the quotation date.

3.3.2 The information you provided was incomplete or inaccurate.

3.3.3 Additional work is required due to changes in circumstances beyond our control, such as access restrictions, parking limitations or increased volume of goods.

3.4 Unless stated otherwise, quotations do not include customs duties, port charges, parking charges, tolls, congestion charges, storage fees, or additional insurance.

4. Booking Process

4.1 To make a booking, you must accept our quotation and confirm the date, addresses, and any specific requirements. A booking is only confirmed when we issue written confirmation.

4.2 We may require a deposit or full prepayment to secure a booking. The amount and due date for any deposit or prepayment will be communicated to you during the booking process.

4.3 You are responsible for ensuring that the booking details are accurate. Any changes must be notified to us in writing as soon as possible and may affect the price and availability of the services.

4.4 We reserve the right to refuse or cancel a booking where we reasonably believe that it may be unsafe, unlawful, or beyond our operational capacity.

5. Customer Responsibilities

5.1 You must provide us with clear and accurate information about:

5.1.1 The addresses for collection and delivery.

5.1.2 Access conditions, including stairs, lifts, narrow roads, low bridges, parking restrictions and loading areas.

5.1.3 The nature, quantity and approximate value of the goods.

5.1.4 Any fragile, high-value, or unusual items, including pianos, safes, antiques or artwork.

5.2 You are responsible for:

5.2.1 Arranging suitable parking and any necessary permits for our vehicles at both collection and delivery locations.

5.2.2 Ensuring that all goods are properly packed, secured and labelled, unless you have requested and we have agreed to provide packing services.

5.2.3 Removing and disconnecting any fixtures, fittings, appliances or equipment that require specialist handling or disconnection, unless expressly included in our quotation.

5.2.4 Ensuring that you or an authorised representative is present during loading and unloading to provide access, instructions and to check the condition of goods.

5.3 You must not submit for removal or storage any prohibited items, including but not limited to:

5.3.1 Explosives, flammable substances or hazardous materials.

5.3.2 Illegal goods or substances.

5.3.3 Perishable items or live animals.

5.3.4 Cash, jewellery, important documents or other high-value items, unless specifically agreed in writing.

6. Payments and Charges

6.1 Unless otherwise agreed in writing, payment terms are as follows:

6.1.1 A deposit may be payable at the time of booking.

6.1.2 The balance is due on or before the day of the move, and in any case before unloading at the destination.

6.2 We accept payment by the methods specified in our quotation or booking confirmation. We do not accept payment in cash by post.

6.3 If payment is not received when due, we may:

6.3.1 Suspend or refuse to carry out the services.

6.3.2 Retain possession of goods until all outstanding amounts are paid.

6.3.3 Charge interest on overdue amounts at the statutory rate until payment is received in full.

6.4 All prices are stated exclusive of any applicable taxes or government charges unless expressly stated otherwise.

7. Cancellations and Changes

7.1 If you wish to cancel or postpone your booking, you must notify us in writing as soon as possible.

7.2 We reserve the right to apply the following cancellation charges, based on the notice period before the scheduled moving date:

7.2.1 More than 14 days notice: Any deposit paid may be refundable or transferable at our discretion.

7.2.2 Between 7 and 14 days notice: Up to 50 percent of the quoted price may be charged.

7.2.3 Less than 7 days notice: Up to 75 percent of the quoted price may be charged.

7.2.4 Less than 48 hours notice or failure to proceed on the day: Up to 100 percent of the quoted price may be charged.

7.3 If you request changes to the moving date, addresses or scope of services, we will make reasonable efforts to accommodate these changes, but they may be treated as a cancellation and new booking depending on availability.

7.4 We may cancel or postpone the services where:

7.4.1 You have failed to meet your obligations under these terms.

7.4.2 Circumstances beyond our reasonable control prevent us from carrying out the services, such as severe weather, road closures, accidents, or industrial action.

7.4.3 We reasonably consider that the job cannot be carried out safely or lawfully.

7.5 In the event of cancellation by us, our liability will be limited to refunding any amounts paid for services not provided, and we will not be liable for indirect or consequential losses arising from any change or cancellation.

8. Liability and Limitations

8.1 We will exercise reasonable care and skill in providing the services. Our liability for loss or damage to goods is subject to the limitations set out in this section.

8.2 We will not be liable for:

8.2.1 Loss or damage arising from your failure to properly pack or protect goods where packing services are not provided by us.

8.2.2 Loss or damage to fragile or high-value items not disclosed and agreed in advance.

8.2.3 Loss, damage, or delay caused by circumstances beyond our reasonable control, including but not limited to war, natural disasters, severe weather, road incidents, or acts of third parties.

8.2.4 Loss or damage to goods where the condition of the goods or packaging made them unsuitable for transport or storage.

8.3 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, will not exceed a reasonable replacement value subject to any specific limits stated in our quotation or confirmation. You are responsible for arranging additional insurance cover if required.

8.4 We will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or emotional distress, arising out of or in connection with the services.

8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within seven days of delivery or the date when delivery should have taken place. We may require evidence such as photographs, inventories, or receipts.

8.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded or limited.

9. Timeframes and Delays

9.1 Any times or dates given for collection or delivery are estimates only and are not guaranteed, unless expressly stated otherwise.

9.2 We will not be liable for delays caused by factors beyond our reasonable control, including traffic conditions, customs clearance, third party actions, or access issues.

9.3 If we are unable to complete delivery on the agreed date due to reasons outside our control, we may arrange storage of the goods at your cost until delivery can be completed.

10. Packing, Handling and Special Items

10.1 Where we have agreed to provide packing services, we will use materials and methods appropriate for normal domestic and commercial removals.

10.2 You must inform us in advance of any items requiring special handling, dismantling, reassembly, or protective crating. Additional charges may apply.

10.3 We do not dismantle or install gas appliances, electrical fittings or equipment requiring specialist knowledge or certification.

11. Storage Services

11.1 Where storage is provided, goods will be stored in a facility selected by us or our chosen partner.

11.2 Storage charges will be payable in advance at the rates specified in our quotation or confirmation. Late payment may result in denial of access to stored goods.

11.3 You must not store prohibited or dangerous items. We reserve the right to refuse storage of any goods we reasonably consider unsuitable.

11.4 We may exercise a lien over stored goods for any unpaid sums due under the contract. After giving reasonable notice, we may sell or dispose of the goods to recover outstanding amounts.

12. Waste and Environmental Regulations

12.1 Where we agree to remove and dispose of unwanted items or waste as part of the services, such work will be carried out in accordance with applicable waste and environmental regulations.

12.2 We will only remove waste or items that you have expressly identified for disposal. You are responsible for ensuring that you have the right to dispose of these items.

12.3 We will not dispose of hazardous, clinical, or specialist waste unless explicitly agreed in writing and subject to appropriate additional charges and conditions.

12.4 We may refuse to remove or transport any items that we reasonably believe to be unsafe, illegal or in breach of waste regulations.

13. Access, Parking and Property Damage

13.1 You are responsible for ensuring adequate access for our vehicles and staff at both collection and delivery points.

13.2 We are not responsible for damage to property where:

13.2.1 Access is restricted or unsuitable for the normal movement of goods.

13.2.2 You have requested that we proceed with work against our advice regarding risk to property, fixtures or fittings.

13.3 You are responsible for any fines, penalties or towing charges arising from inadequate parking arrangements or permits, unless caused by our negligence.

14. Complaints

14.1 If you are dissatisfied with any aspect of our services, you should raise the issue as soon as possible so that we have an opportunity to address it.

14.2 Formal complaints should be made in writing and include your name, contact details, the date of the move, and a clear description of the issue.

14.3 We will investigate and respond to complaints within a reasonable time and will seek to resolve any issues fairly and promptly.

15. Data Protection

15.1 We will collect and process your personal information only for the purpose of providing our services, managing your booking and complying with legal obligations.

15.2 We will take reasonable measures to keep your personal data secure and will not share it with third parties except where necessary for the performance of the contract or as required by law.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services shall be governed by and construed in accordance with the laws of England and Wales.

16.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services.

17. General Provisions

17.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17.2 No failure or delay by us in exercising any right or remedy under these terms shall operate as a waiver of that right or remedy.

17.3 These Terms and Conditions, together with any quotation or written confirmation, constitute the entire agreement between you and us and supersede any prior understandings or agreements relating to the services.

17.4 We reserve the right to update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.