Terms & Conditions

Introduction

These Terms and Conditions set out the rights, responsibilities, and obligations between the customer and Careline Removals. In this document, “you” and “your” refer to the customer, while “we”, “us”, and “our” refer to Careline Removals.

By accepting our quotation, booking our services, or allowing us to carry out removal, packing, transport, or storage work, you agree to be bound by these Terms and Conditions. Any variation to these terms must be agreed in writing by Careline Removals.

1. Our Quotation

Our quotation is based on the information provided by you at the time of enquiry or booking. Unless stated otherwise in writing, the quotation does not include customs duties, government charges, inspections, parking fees, tolls, congestion charges, ferry costs, or any other third-party charges.

If a physical survey has not been carried out, the quotation should be treated as an estimate. Any incorrect, incomplete, or omitted information may result in additional charges or a revised quotation.

We reserve the right to amend the quoted price if:

• The quotation is not accepted within the stated validity period.
• The work is carried out outside normal working hours, on weekends, or on public holidays at your request.
• Additional goods, services, labour, vehicles, equipment, or time are required.
• Access is restricted due to stairs, lifts, narrow doorways, unsuitable parking, long walking distances, or structural limitations.
• Parking fees, penalties, tolls, congestion charges, or similar costs are incurred.
• Delays occur due to circumstances outside our reasonable control.
• The move requires additional handling, hoisting, specialist equipment, or extra manpower.
• The information supplied by you is found to be inaccurate or incomplete.

Any additional charges will become payable in accordance with our payment terms.

2. Booking Slots and Timing

Careline Removals may offer morning and afternoon booking slots depending on availability and the nature of the job. Smaller jobs may be allocated to afternoon slots only.

Arrival times are estimated. While we make every effort to arrive on time, traffic, weather, operational issues, vehicle delays, or other circumstances outside our control may affect arrival times.

3. Services Not Included Unless Agreed in Writing

Unless agreed in writing before the move, our quotation does not include:

• Dismantling or assembling flat-pack, system, or fitted furniture.
• Disconnecting or reconnecting appliances, gas, electrical, plumbing, or fitted equipment.
• Removing or laying fitted flooring or carpets.
• Moving items from lofts unless the loft is properly lit, safely accessible, and floored.
• Moving hazardous, prohibited, perishable, or restricted items.
• Moving oversized or overweight items without suitable manpower or equipment.
• Hoisting or specialist lifting services.
• Additional vans or labour required on the day.

Our team members are not qualified electricians, gas engineers, plumbers, or specialist tradespeople. You should arrange qualified professionals for any such work.

For health and safety reasons, our removal crew will not remove their shoes during the job. Customers should provide protective floor coverings where required.

4. Customer Responsibilities

You are responsible for:

• Providing accurate information about the goods, access, parking, moving locations, and any special requirements.
• Declaring the value of goods being moved or stored.
• Providing a valued inventory for valuable, fragile, or high-risk items.
• Obtaining all permits, parking suspensions, building permissions, licences, or customs documents required.
• Being present, or ensuring an authorised representative is present, during collection and delivery.
• Checking that nothing is left behind and nothing is taken in error.
• Preparing appliances and electronic items properly before removal.
• Emptying, defrosting, and cleaning fridges and freezers before the move.
• Reserving or arranging suitable parking at both collection and delivery addresses.
• Checking the vehicle once unloading is complete.
• Providing manuals for items requiring dismantling or reassembly.
• Requesting additional insurance cover in writing if required.

Careline Removals will not be liable for loss, damage, delay, costs, or additional charges resulting from your failure to meet these responsibilities, except where caused by our negligence or breach of contract.

5. Our Responsibilities

We are responsible for handling and transporting your goods with reasonable care and skill.

Where we have packed the goods, we are responsible for delivering them in the same condition as they were in immediately before packing, subject to the limitations and exclusions contained in these Terms and Conditions.

Where goods are packed by the customer, our liability may be limited, especially for fragile items, breakages, dents, scratches, internal damage, or inadequate packing.

6. Goods We Cannot Move or Store

Unless agreed in writing by Careline Removals, the following items must not be submitted for removal or storage:

• Prohibited, stolen, illegal, or dangerous goods.
• Drugs, firearms, ammunition, explosives, gas cylinders, aerosols, petrol, oil-based paints, or flammable liquids.
• Jewellery, watches, money, bank cards, deeds, securities, passports, personal documents, stamps, coins, mobile phones, tablets, laptops, and similar valuables.
• Precious antiques, collections, or high-value items.
• Plants or items likely to attract pests or cause contamination.
• Perishable goods, refrigerated or frozen food, or items requiring controlled temperatures.
• Animals, birds, fish, cages, or tanks.
• Alcohol, spirits, wine, tobacco, cigars, or similar items.
• Cars, boats, caravans, or specialist vehicles unless agreed.
• Items requiring special licences, permits, or government approval.

If such items are submitted without our knowledge, we will not accept liability for loss or damage. You will also be responsible for any costs, penalties, damages, or legal expenses incurred as a result.

7. Ownership of Goods

By booking our services, you confirm that:

• The goods belong to you, or
• You have authority from the owner to arrange their removal or storage.

You agree to indemnify Careline Removals against any claim, cost, damage, or expense if this confirmation is found to be untrue.

8. Cancellation and Postponement

If you postpone or cancel your move, cancellation charges may apply depending on the notice provided.

Unless agreed otherwise in writing:

• More than 10 days’ notice: no cancellation charge may apply.
• Less than 3 days’ notice: up to 75% cancellation charge may apply.
• Less than 24 hours’ notice: up to 100% cancellation charge may apply.
• Deposits paid to secure a booking are non-refundable.
• Date changes require at least 10 days’ notice and are subject to availability.
• Prices may change if the new moving date affects availability, resources, or operating costs.

9. Payment Terms

Unless agreed otherwise in writing, payment must be made in cleared funds before unloading or completion of the service.

Careline Removals reserves the right to request a deposit upon booking. The remaining balance must be paid before unloading at the destination.

You may not withhold payment because of a claim for loss, damage, delay, or dispute. Any claim will only be processed once all outstanding payments relating to the move have been received.

If payment is not made on the day of the move after goods have been loaded, we reserve the right to place the goods into storage. In such cases, you will be responsible for storage charges, redelivery charges, administration costs, and any other costs incurred.

Goods will not be released until full payment has been received.

10. Storage Payments

Storage charges are payable in advance. Goods will not be released from storage until all outstanding charges have been paid in full.

Storage rates may be reviewed periodically. Where rates are increased, we will provide written notice before the revised charges apply.

If storage payments remain unpaid, we reserve the right, after giving appropriate notice, to sell or dispose of some or all of the goods to recover outstanding charges, costs, and expenses.

11. Waiting Time and Additional Charges

Additional charges may apply where:

• Our team is required to wait beyond the agreed time.
• Access is delayed or unavailable.
• Keys are not available.
• Parking is not arranged.
• The job exceeds the agreed schedule.
• Extra labour, vehicles, equipment, or services are required.

Waiting time, late working charges, disposal charges, overnight storage, or emergency redelivery costs may be charged in accordance with the rates provided at the time of booking or as reasonably applicable.

12. Liability for Loss or Damage

Our liability for loss or damage is subject to the limitations set out in these Terms and Conditions.

Where you have declared the value of your goods and additional cover has been agreed in writing, our liability will be assessed based on repair or replacement value, taking into account the age and condition of the item immediately before the loss or damage occurred.

Where an item forms part of a pair or set, liability will be limited to the value of the individual damaged or lost item only, not the full set.

An insurance excess may apply to any claim.

13. Damage to Premises

If we cause damage to premises or property other than the goods being moved due to our negligence or breach of contract, our liability will be limited to repairing the damaged area only.

We will not be liable where damage occurs because goods are moved under your express instruction, against our advice, or through restricted access where damage is likely.

Any damage to premises must be noted on the job sheet, worksheet, or delivery receipt and reported to us in writing within seven days.

14. Exclusions of Liability

Careline Removals will not be liable for loss or damage caused by:

• Fire or explosion unless caused by our negligence.
• War, terrorism, civil unrest, industrial action, extreme weather, or events beyond our reasonable control.
• Normal wear and tear, gradual deterioration, leakage, evaporation, rust, damp, mould, mildew, or infestation.
• Items packed by the customer.
• Fragile items not professionally packed by us.
• Electrical or mechanical failure where there is no visible external damage.
• Pre-existing defects or inherently weak construction.
• Flat-pack, veneered, chipboard, or self-assembly furniture that may weaken during dismantling or reassembly.
• Goods left inside drawers, wardrobes, appliances, boxes, or containers not packed by us.
• Restricted access, narrow staircases, unsuitable lifts, or difficult handling conditions.
• Minor scratches, dents, chips, or surface marks occurring during normal handling unless caused by proven negligence.

No employee, contractor, or subcontractor of Careline Removals shall be personally liable for any loss, damage, or claim.

15. Claims and Notification Period

Any visible loss or damage must be reported at the time of delivery and noted on the delivery receipt or job sheet.

All claims must be submitted in writing within seven days of delivery or collection. Supporting evidence, including photographs, receipts, valuations, and relevant documents, must also be provided within the required timeframe.

Claims submitted outside the required period may not be accepted unless an extension has been requested in writing and agreed by us.

Claim settlement times may vary depending on the nature of the claim and supporting evidence provided.

16. Delays

Careline Removals will not be liable for delays caused by circumstances outside our reasonable control, including traffic, weather, accidents, breakdowns, access issues, waiting for keys, parking restrictions, or delays caused by third parties.

If we are unable to deliver goods through no fault of our own, the goods may be placed into storage. Any additional storage, handling, and redelivery charges will be payable by you.

17. Right to Hold Goods

We reserve the right to withhold goods until all charges due to us have been paid in full. This includes removal charges, storage charges, redelivery charges, parking charges, waiting time, penalties, and any other costs incurred on your behalf.

While goods are being held, storage charges and other related costs will continue to apply.

18. Subcontracting

Careline Removals reserves the right to subcontract some or all of the work. Where subcontractors are used, these Terms and Conditions will continue to apply.

19. Route and Method

We reserve the right to choose the most appropriate route, method, vehicle, and handling process for carrying out the work.

Unless agreed otherwise in writing, vehicle space may be shared with other consignments where appropriate and safe to do so.

20. International Removals

For international removals, we will make reasonable efforts to provide general guidance regarding import, export, customs, and documentation requirements. However, regulations may change and are subject to interpretation.

You are responsible for obtaining professional advice and ensuring that all required documents, permits, customs forms, and permissions are complete and accurate.

We are not liable for loss, delay, seizure, confiscation, or damage caused by customs authorities, government agencies, or failure to provide correct documentation, unless caused by our negligence or breach of contract.

21. Inventory and Receipts

Where an inventory or receipt is prepared and provided to you, it will be treated as accurate unless you notify us in writing of any errors or omissions within the stated period.

For storage services, you are responsible for providing a complete and accurate inventory before goods are placed into storage.

22. Storage Terms

If goods are placed into storage, you must provide a forwarding address and notify us in writing if it changes.

All correspondence sent to the last address provided by you will be considered received within a reasonable period after posting or sending.

If you wish to terminate your storage arrangement, written notice must be provided. Goods will only be released once all charges are paid in full.

23. Right to Sell or Dispose of Goods

If charges remain unpaid after notice has been given, Careline Removals reserves the right to sell or dispose of some or all of the goods to recover outstanding amounts.

The cost of sale, disposal, administration, storage, and related expenses will be deducted from any proceeds. Any remaining balance may be returned to you without interest.

If the proceeds do not cover the outstanding amount, we may continue to recover the balance from you.

24. Behaviour and Safety

Careline Removals reserves the right to refuse, suspend, or cancel a job where staff are subjected to abusive, threatening, unsafe, or unacceptable behaviour.

We may also stop work where weather, access, safety risks, disputes, or other valid circumstances make it unsafe or unreasonable to continue.

Removal vehicles cannot transport customers.

25. Parking, Access, and Additional Costs

You are responsible for arranging suitable parking at both collection and delivery addresses. If parking permits, suspensions, pay-and-display tickets, congestion charges, tolls, or penalty charges are required, these will be payable by you.

If the vehicle cannot park within a reasonable distance of the property, additional charges may apply for long-distance carrying or additional time.

26. Whole Agreement

These Terms and Conditions, together with our quotation and any written agreement between both parties, form the entire agreement between you and Careline Removals.

Any verbal discussions, assumptions, or informal arrangements will not override these Terms unless confirmed in writing by us.

27. Governing Law and Jurisdiction

This agreement is governed by the laws of England and Wales where our principal place of business is located in England or Wales.

Any disputes arising from this agreement shall be subject to the jurisdiction of the relevant courts, unless both parties agree to an alternative dispute resolution process.