Cardiff Removals Terms and Conditions
These Terms and Conditions set out the basis on which Cardiff Removals provides moving and related services to customers. By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these terms. They are intended to create clarity around the booking process, charges, cancellations, liability, and the handling of waste and unwanted items in line with applicable UK law. Where a separate written agreement or quotation exists, these terms should be read alongside it. If any part of the service is arranged by phone, email, or in writing, the same contractual principles apply.
Throughout these terms, references to ???we??�, ???us??�, ???our??�, and ???Cardiff Removals??� mean the service provider carrying out the removal, relocation, packing, loading, transport, delivery, disposal, or related services. References to ???you??� and ???your??� mean the customer, occupier, business, or person requesting the service. The terms are designed to support both domestic and commercial removals, but where a special arrangement is made, that arrangement must be agreed in writing before the job begins. Any variation must be documented clearly to avoid misunderstanding.
These terms apply to the extent permitted by UK law and do not affect your statutory rights as a consumer where applicable. If any clause is found to be unenforceable, the remainder shall continue in full force. We may update these terms from time to time, and the version in force at the time your booking is accepted will generally apply to that booking. Cardiff removals service terms should always be read carefully before confirming any work, especially if your move involves storage, packing materials, disposal of unwanted items, or access restrictions.
1. Booking Process
A booking is considered requested only when you provide sufficient details for us to assess the job, including the service address, access conditions, date or date range, nature of items, and any special handling requirements. A quote may be provided based on the information supplied by you. If the actual circumstances differ materially from the details given, we reserve the right to amend the quotation, alter staffing or vehicle arrangements, or decline to proceed if safe and practical completion is not possible. Accurate information is essential to a smooth removals service.
We may ask for photographs, inventories, floor access details, parking arrangements, or dimensions of large items before confirming the booking. For larger jobs, a site survey or additional assessment may be necessary. A quotation does not become binding until it is accepted by both parties and any required deposit is paid. Acceptance may be made in writing, by email, or by explicit confirmation in another recorded form. If you ask us to proceed urgently, you accept that the booking will depend on availability and operational feasibility. Any estimate given before survey is subject to change if the job scope is different from what was described.
Once a booking is accepted, we will confirm the agreed date, service scope, and any key conditions such as packing requirements, waiting time allowances, dismantling, reassembly, or waste removal. You must ensure that someone aged 18 or over is available at pickup and delivery locations unless otherwise agreed. If you are not present, you must provide written authority for someone else to act on your behalf. The person receiving the service must be authorised to confirm access, sign paperwork, and approve any reasonable variations needed to complete the work properly. Cardiff Removals terms and conditions require cooperation on the day to prevent delay.
2. Charges and Payment
Unless otherwise agreed, prices are based on the quotation, minimum booking period, labour time, vehicle use, and any specified extras. Additional charges may apply for delays caused by lack of access, incorrect information, waiting time beyond the included allowance, congestion, parking enforcement issues, extra handling, long carries, stair carries, specialist lifting, dismantling, reassembly, or disposal of goods. Any chargeable changes will be explained where reasonably possible before they are incurred, or as soon as practicable thereafter. All quoted prices are exclusive of any agreed optional items unless expressly stated otherwise.
Payment terms will be stated in the quotation or booking confirmation. In many cases, a deposit may be required to secure the date, with the balance payable on completion of the service or within a stated timeframe. We may request full or partial payment in advance for certain jobs, including short-notice bookings, disposal work, large commercial removals, or jobs involving third-party access costs. Payment may be made by bank transfer or another agreed method. Where permitted by law and agreed in advance, card payments or other electronic methods may be accepted. You must ensure funds are available when due.
If payment is not made when due, we may suspend work, withhold delivery where lawful, charge reasonable administration costs, or recover any costs incurred as a result of non-payment. Interest or late payment charges may apply where permitted by law and stated in the booking terms. Any dispute about an invoice must be raised promptly and in writing, with supporting details. You remain responsible for payment of undisputed sums even if a separate issue is being reviewed. UK removal terms on payment apply to the booked customer unless a different payer has been formally accepted by us in writing.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booking by giving notice in writing or by the method agreed at the time of booking. The amount of notice required may depend on the service type, booking size, and any third-party costs already committed on your behalf. If you cancel within a short period before the scheduled date, a cancellation fee may apply to reflect lost availability, staff allocation, vehicle scheduling, and any unrecoverable expenses. For larger or specially arranged jobs, a higher cancellation charge may be reasonable if substantial planning has already taken place.
If you wish to change the date, time, or scope of the service, we will try to accommodate the request subject to availability. However, a rescheduled date is not guaranteed until confirmed by us. Where we arrive and cannot complete the work because of access problems, unsafe conditions, misdescription of the job, or your failure to attend, we may treat the booking as cancelled at short notice or charge a failed attendance fee. If a delay occurs because of traffic, weather, or events outside our control, we will take reasonable steps to keep you informed and complete the job as soon as practicable.
We may cancel or postpone a booking if circumstances make performance unsafe, unlawful, or impractical, including severe weather, vehicle breakdown, staff unavailability, or unexpected site conditions. In such cases, our liability will generally be limited to refunding any prepaid amount for the unperformed element of the service, except where the law requires otherwise. We are not responsible for indirect losses arising from cancellation or delay, such as lost earnings or alternative accommodation costs, unless caused by our negligence or breach of duty.
4. Liability, Risk, and Property Handling
We will take reasonable care when handling your goods, premises, and any items entrusted to us. However, many removals involve delicate, heavy, or pre-owned items that may be vulnerable to damage during movement despite careful handling. You are responsible for ensuring that items are suitably packed unless packing is part of the agreed service. Where you pack your own items, you accept responsibility for the adequacy of the packing materials and method. Breakage or damage to fragile items may not be covered if they were inadequately packed or not declared as fragile in advance.
Our liability for loss or damage will be limited to the direct loss caused by our proven negligence or breach of contract, subject to any agreed insurance arrangement and any legal limits that apply. We are not liable for pre-existing damage, normal wear and tear, hidden defects, unsuitable packaging, electrical or mechanical failure, or items that cannot withstand transit due to their condition. Unless otherwise agreed in writing, we do not accept responsibility for cash, jewellery, important documents, antiques, artwork, or items of exceptional value unless declared and specifically accepted by us before the job starts. You should keep such items with you where possible.
To the maximum extent permitted by law, we are not liable for indirect, special, or consequential losses, including business interruption, loss of profit, or loss of opportunity. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If you believe an item has been lost or damaged, you must notify us as soon as reasonably possible and provide photographs, proof of value, and any other relevant information. Claims may be rejected where notice is unreasonably delayed or where you fail to cooperate with a fair assessment.
5. Customer Responsibilities and Site Conditions
You must ensure that the premises are ready for the service on the agreed date and that safe access is available for our team and vehicles. This includes arranging parking where necessary, removing obstructions, securing pets, providing keys or access codes, and ensuring that pathways, stairs, lifts, and entrances can be used safely. If access restrictions require additional labour or time, further charges may apply. You must also ensure that any appliances are disconnected safely, utilities are handled appropriately, and any hazardous conditions are disclosed before work begins.
It is your responsibility to declare items that may be hazardous, restricted, or requiring specialist handling, including flammable liquids, gas bottles, asbestos, pressurised containers, chemicals, live electrical faults, biohazards, or contaminated materials. We may refuse to handle such items if we consider them unsafe or outside the scope of our service. If you fail to disclose hazardous goods and this results in loss, damage, delay, or regulatory issues, you may be liable for all resulting costs and claims. You must not include prohibited or unlawful items in any load handed to us.
Where furniture or equipment must be dismantled for access or transport, you should tell us in advance if you expect reassembly at the destination. Reassembly is usually limited to standard domestic items and may not be available for specialist or third-party assembled products unless specifically agreed. You are responsible for ensuring that the destination address is ready to receive items, including sufficient space, lifting access, and any site permissions. If a third party manages the property, their instructions must be consistent with the booking. Any change of destination or delivery point may incur a revised charge.
6. Waste, Unwanted Items, and Regulations
Where we collect, transport, or dispose of unwanted items, packaging, or waste, you agree that the material handed over to us is lawful to remove and that you have the authority to instruct its disposal. Waste handling will be carried out in accordance with applicable UK legislation, including the duty of care requirements relating to controlled waste. We may ask you to separate items intended for disposal from those being retained, and we may refuse to remove material where its contents or classification are unclear.
Waste transfer documentation may be required for certain collections, and you agree to provide accurate descriptions of items to be disposed of. If a disposal or clearance service is booked, you must disclose whether the waste includes electrical equipment, mattresses, furniture, mixed household waste, garden waste, or any item that could require special handling. We may charge according to volume, weight, labour, access, and lawful disposal costs. Any items that are hazardous, infectious, contaminated, or otherwise restricted may be refused or subject to separate arrangements. Removal company terms relating to waste are strict because unlawful disposal can create legal and environmental risk.
You must not ask us to dispose of items in a manner that breaches environmental law, fly-tipping rules, recycling obligations, or local waste controls. We reserve the right to decline any request that could place us in breach of law or industry standards. If you misdescribe the waste, conceal prohibited items, or cause us to incur additional compliance costs, you may be charged for those costs in full. Ownership of waste transfers to us only once we have expressly accepted it for lawful disposal, and not before. We may reject, return, or quarantine items if required for compliance or safety reasons.
7. Insurance, Complaints, and Force Majeure
We maintain appropriate insurance cover for the nature of our business, but insurance does not widen our legal obligations beyond these terms and the cover available. You remain responsible for arranging any additional insurance you consider necessary for high-value goods, special items, or work involving heightened risk. If you want to rely on a specific cover arrangement, it must be confirmed in writing before the service date. Failure to declare valuable items may affect any claim outcome. Any claim must be made promptly and supported by reasonable evidence so that the matter can be investigated properly.
If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we may review the issue. We may ask for photographs, a description of the problem, dates, and supporting documents. A fair opportunity to inspect the alleged damage or service issue may be required before any resolution can be considered. Our aim is to address concerns proportionately and in good faith. Nothing in this section limits your legal rights where you are entitled to remedies under consumer law or contract law.
We shall not be liable for failure or delay in performance caused by events outside our reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, public emergencies, power failures, fire, flood, acts of government, or restrictions imposed by third parties. In such circumstances, we will take reasonable steps to minimise disruption and resume performance where possible. If a force majeure event continues for an extended period, either party may be entitled to terminate the affected booking on reasonable written notice.
8. Governing Law and General Provisions
These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, meaning either party may bring proceedings in the appropriate court where permitted by law. If you are a consumer, you may also benefit from additional protections that apply under mandatory consumer legislation, and nothing in these terms is intended to remove those protections. Any reference to a legal remedy is subject always to the law in force at the relevant time.
If any clause is found invalid or unenforceable, that clause will be read down to the minimum extent necessary, and the remaining provisions will continue to apply. A failure by either party to enforce a right immediately shall not waive that right. Any notice under these terms should be sent by the agreed communication method and will be treated as received in accordance with that method???s usual delivery rules. These provisions form the basis of the contractual relationship for Cardiff Removals, and they apply alongside any specific quotation, invoice, or written variation agreed for a particular job.
Final acceptance of a booking confirms that you have read, understood, and agreed to these terms. They are intended to be fair, practical, and consistent with standard UK removals services practice. Where any matter is not expressly covered, we will act reasonably and in line with applicable law, industry standards, and the agreed scope of work. For avoidance of doubt, these terms do not create rights for third parties unless required by law. Cardiff Removals service conditions may be updated to reflect legal or operational changes, but only the version relevant to your booking will apply.