Terms and conditions

Caritas Removals LTD

Last updated: 8 July 2026

These Terms and Conditions apply to the use of our website and to any quotation, booking, removal, transport, packing, storage-move, disposal or related service supplied by Caritas Removals LTD. Please read them carefully before making a booking. These Terms do not affect any legal rights you have as a consumer under UK law.

Legal business name	Caritas Removals LTD
Company number	15488328
Registered office	36 St. Margarets Road, Poole, England, BH15 2DN
Website	https://caritasremovals.co.uk/
Phone	+44 7908 575229
Email	email@caritasremovals.co.uk

1. About us

Caritas Removals LTD is a private limited company registered in England and Wales with company number 15488328. Our registered office is 36 St. Margarets Road, Poole, England, BH15 2DN.

In these Terms, “Caritas Removals”, “we”, “us” and “our” mean Caritas Removals LTD. “Customer”, “you” and “your” mean the person, household, business or organisation requesting or receiving our services.

You can contact us by phone on +44 7908 575229 or by email at email@caritasremovals.co.uk.

2. Scope of these Terms

These Terms apply when you use our website, request a quotation, accept a quotation, pay a deposit, make a booking or allow us to start work.

Your written quotation, booking confirmation, invoice, email or WhatsApp confirmation may include service-specific details such as price, date, arrival window, crew size, vehicle size, included services and any agreed extras. If there is a conflict between these Terms and a written quotation or booking confirmation, the written quotation or booking confirmation will apply to that specific booking.

Nothing in these Terms is intended to reduce or remove your statutory rights as a consumer.

3. Our services

We provide removals and related transport services, including house and flat removals, man and van jobs, storage Moves, single-item moves, office moves, furniture dismantling and reassembly where agreed, packing where Agreed, and waste or disposal services where agreed.

We only provide services that are expressly included in your quotation or booking confirmation. Services such as packing, unpacking, dismantling, reassembly, cleaning, handyman work, storage, waste disposal, extra stops or special handling are not included unless stated in writing.

Where we introduce or coordinate a third-party service, such as cleaning, handyman work or self-storage, that third party may have its own terms. Unless we expressly state otherwise in writing, we are not responsible for the third party’s work, pricing, availability or standards except where the law says we are responsible.

4. Quotations and estimates

Our quotations are based on the information you provide. This may include addresses, floors, lifts, parking, walking distance, number of rooms, approximate number of boxes, large or heavy items, fragile items, dismantling needs, access restrictions, key arrangements and any deadline.

A quotation is valid for 14 days unless we state a different period in writing. We may withdraw or revise a quotation if the information provided is inaccurate, incomplete or changes before the job starts.

A fixed price applies only where the quotation clearly says it is a fixed price. Otherwise, prices may be charged hourly or based on the actual time, labour, vehicle, materials, access, parking, waiting time, travel and extras required.

If the actual job is materially different from the job described to us, we may revise the price, revise the estimated time, require additional crew or vehicles, or decline to continue if it would be unsafe or unreasonable to do so.

Unless otherwise stated, all prices are in pounds sterling. VAT will only be charged if it is legally applicable or expressly stated on your quotation or invoice.

5. Bookings, deposits and payment

A booking is not confirmed until we have accepted it in writing and any requested deposit has been paid.

A deposit secures the agreed date, arrival window, crew and vehicle allocation. The deposit will normally be deducted from the final balance unless these Terms allow us to retain a reasonable amount due to cancellation, postponement, customer breach or costs already incurred.

The remaining balance is due on completion of the job unless we agree otherwise in writing. We may accept bank transfer, card payment or cash where offered by us.

For hourly bookings, time is charged as set out in your quotation or booking confirmation. Unless stated otherwise, chargeable time may include loading, unloading, agreed placement of items, waiting time, additional stops, access delays, parking delays and other time reasonably spent carrying out the agreed service.

We may refuse to release goods where payment is deliberately withheld without lawful reason, but we will always act reasonably and in line with applicable law.

If payment is late, we may recover reasonable debt collection costs. For business customers, statutory interest and compensation may also apply where permitted by law.

6. Customer responsibilities

You must provide complete and accurate information before we quote and before we start work. This includes all access issues, stairs, lifts, parking restrictions, time restrictions, narrow entrances, long carries, fragile items, unusually heavy items and anything that may affect safety, time or cost.

ensure there is safe and legal parking or loading access, including permits where required;
ensure lifts, building access and keys are available at the agreed time;
ensure the property is safe for our crew to work in;
pack and prepare items unless packing is included in the booking;
clearly label fragile, heavy, valuable or special-care items;
keep jewellery, cash, passports, documents, medication, keys, essential items and irreplaceable valuables with you;
make sure a person with authority to make decisions is present or contactable during the job;
keep children, pets and vulnerable persons safely away from the working area where necessary.

If you fail to meet these responsibilities and this causes delay, additional work, extra cost, damage risk or safety risk, we may charge extra, revise the service, pause work or stop work.

7. Access, parking, waiting time and delays

Good access is essential for a safe and efficient move. You are responsible for telling us about stairs, lifts, narrow doors, tight turns, parking distance, restricted loading bays, permit zones, time limits, building rules and any need to reserve a lift or loading bay.

If our crew has to wait because of keys, parking, building access, lift access, another contractor, a landlord, an estate agent or any matter outside our control, waiting time may be charged at the agreed hourly rate or at the rate stated in your quotation.

If parking fines, congestion charges, tolls or other access costs arise because you did not arrange or disclose access properly, you may be responsible for those costs.

We may refuse to move an item or continue a job where access is unsafe, unlawful or likely to cause unreasonable risk to people, property or goods.

8. Packing and preparation

Unless packing is included in your quotation, you are responsible for packing your goods safely before we arrive. Boxes should be closed, not overloaded, and suitable for the weight and contents.

We are not responsible for damage to the contents of owner-packed boxes unless there is clear evidence that the damage was caused by our negligence and not by poor packing, overloading, weak boxes, pre-existing damage or the nature of the contents.

Fragile items, glass, mirrors, pictures, lamps, TVs, monitors, artwork and other delicate items must be declared to us in advance. We may require specialist packing or may refuse to carry an item if it is not packed safely.

Appliances should be emptied, cleaned and disconnected before we arrive unless disconnection is expressly included in writing. We do not disconnect or reconnect gas appliances. Electrical or plumbing work is only carried out if expressly agreed and only where safe and lawful.

9. Items we do not carry

We do not carry, and you must not include, any illegal, dangerous, hazardous, explosive, flammable, toxic, corrosive, radioactive, biohazardous or controlled items.

cash, jewellery, watches, passports, legal documents, securities, deeds or irreplaceable personal documents;
weapons, ammunition, fireworks, gas bottles, fuel, paint, chemicals or hazardous substances;
animals, livestock, plants, perishable food or temperature-sensitive goods;
drugs, illegal goods or items that you do not have the right to move;
items requiring specialist equipment or legal authorisation, unless agreed in writing in advance.

If you ask us to move valuables or excluded items and we agree to do so, they are carried only on the basis expressly agreed in writing. Otherwise, you should move such items yourself.

10. Dismantling and reassembly

Furniture dismantling and reassembly is included only where agreed in writing. If it is not included, you must dismantle furniture before we arrive where dismantling is required for safe removal.

Flat-pack, old, fragile, self-assembled, previously damaged or poor-quality furniture can weaken during dismantling, moving and reassembly even when handled carefully. We will take reasonable care, but we are not responsible for failure caused by pre-existing weakness, missing parts, worn fixings, poor construction or previous incorrect assembly.

Wall-mounted items, shelves, TVs, curtain poles, fixtures and fittings must be removed before we arrive unless removal is expressly included in writing. We may refuse to remove items fixed to walls, floors or ceilings if doing so could cause damage or require specialist trades.

11. Goods in transit, insurance and damage claims

We will perform the service with reasonable care and skill. We also take reasonable steps to protect goods during loading, transit and unloading.

We carry Goods in Transit cover for removals work. Current insurance details are available on request. Insurance cover is subject to policy terms, exclusions, limits and evidence requirements.

You must inspect goods and property as soon as reasonably possible. Any damage, loss or missing item should be reported to us immediately where possible and, in any event, within 7 days of completion of the job. This helps us investigate promptly and does not remove any statutory rights you may have.

You must keep the damaged item, packaging and any relevant evidence and allow us or our insurer a reasonable opportunity to inspect it before repair, disposal or replacement.

We are not normally responsible for: pre-existing damage; normal wear and tear; deterioration due to the nature of the item; damage inside owner-packed boxes without visible external damage; mechanical or electronic failure where there is no evidence of physical damage caused by us; damage caused by poor packing; items not declared as fragile or special-care; or items we advised should not be moved without specialist packing or equipment.

Where liability is accepted, the usual remedy is repair, replacement with an equivalent item, or reasonable compensation based on current value, condition and age. We do not guarantee new-for-old replacement unless insurance or written terms expressly provide it.

12. Property protection and Deposit-Safe Protocol

We take reasonable care to protect floors, walls, doorways, furniture and property during the move. Depending on the job and access, this may include protective blankets, straps, floor protection, doorway care, careful lifting methods and pre-move checks.

You should tell us before the job about delicate flooring, freshly painted walls, weak fixtures, narrow staircases, listed buildings, shared hallways, landlord requirements or any area that needs special care.

We are not responsible for pre-existing marks, weak fittings, defective flooring, poor decoration, unstable fixtures, landlord deductions unrelated to our work, or damage caused by inaccurate information or unsafe access.

Deposit-Safe Guarantee

Any Deposit-Safe Guarantee applies only where it is expressly included in your written quotation or booking confirmation. If included, and if we cause clear fresh damage to the landlord’s property through our fault during the move, we will arrange or contribute to reasonable repair costs within the written limit of that package.

The guarantee only applies where: (a) pre-move and post-move evidence is available; (b) the damage was caused by our work and not by a pre-existing issue; (c) we are notified promptly; (d) we are allowed to inspect the damage; and (e) any contractor or repair cost is agreed with us in advance.

Package	Indicative limit where expressly included
Essential Deposit-Safe Move	Up to £150
Comfort Move	Up to £300
VIP Deposit-Protection Package	Up to £600

If a different limit is stated in your quotation, the limit in your quotation applies. This guarantee is separate from and does not reduce your statutory rights.

13. On-Time Window Promise

Where we agree an arrival window in writing, we will make reasonable efforts to arrive within that window.

If we miss the agreed arrival window by more than 30 minutes for reasons within our reasonable control and we did not give you reasonable notice, the On-Time Window Promise gives you 10% off the first hour of labour for that booking.

This promise does not apply to delays caused by traffic incidents, road closures, severe weather, accidents, vehicle breakdowns despite reasonable maintenance, emergency circumstances, previous-job access or key delays, customer changes, incorrect information, unsafe access, force majeure or any event outside our reasonable control.

The On-Time Window Promise is a goodwill service promise. It does not affect your statutory rights.

14. Cancellations, postponements and consumer cooling-off rights

If you are a consumer and you book with us at a distance, for example by phone, email, website form or WhatsApp, you may have a legal right to cancel within 14 days of the contract being made.

If you ask us to start work during the 14-day cancellation period, you agree that we may start the service before the cancellation period ends. If you then cancel after work has started, you may have to pay for the work carried out and any reasonable costs incurred up to the point of cancellation. If the service has been fully performed with your agreement during the cancellation period, your cancellation right may end.

To cancel or postpone, you must tell us clearly by email, WhatsApp or another written method we accept.

Our cancellation and postponement charges

We will act reasonably and will not charge more than a fair amount for costs, administration, lost booking time, materials, crew allocation, vehicle allocation and other losses caused by late cancellation or postponement.

When you cancel or postpone	What may happen
More than 7 days before the booking	We will normally refund the deposit, less any reasonablecosts already incurred, or offer one reasonable date changewhere available.
Between 48 hours and 7 days before the booking	We may retain a reasonable amount up to 50% of the deposit if we cannot rebook the slot or have incurred costs.
Less than 48 hours before the booking	We may retain a reasonable amount up to the full deposit and may charge direct unavoidable costs already incurred.
Cancellation after we have arrived or started work	You may be charged for time, travel, labour, materials and costs already incurred.

If we have to cancel for reasons within our control and cannot offer a suitable alternative, we will refund any deposit paid. If we need to postpone because of an event outside our reasonable control, we will contact you as soon as reasonably possible to rearrange.

15. Waste disposal and recycling

Waste removal, disposal or clearance is included only where agreed in writing. Disposal charges, labour, weight limits, item restrictions and recycling fees may apply.

You confirm that any items given to us for disposal are yours or that you have authority to dispose of them. Once items are removed for disposal, they may not be recoverable.

We may refuse hazardous, contaminated, illegal, restricted, commercial or specialist waste, including chemicals, asbestos, paint, gas bottles, fuel, medical waste, biological waste or electrical items requiring specialist handling unless we have agreed and are legally able to handle them.

We aim to dispose of or recycle items responsibly using appropriate facilities or licensed partners where required.

16. Complaints

If something goes wrong, please contact us as soon as possible at email@caritasremovals.co.uk with your name, booking date, address details, photographs and a clear description of the issue.

We will aim to acknowledge complaints within 5 working days and provide a substantive response within 14 working days where reasonably possible. Complex insurance or third-party matters may take longer.

You must give us a reasonable opportunity to inspect, investigate and put things right where appropriate.

If a complaint cannot be resolved directly, the parties may consider mediation or another appropriate dispute resolution method. Nothing in this clause prevents either party from using the courts where necessary.

17. Website use and intellectual property

The content on our website is provided for general information about our services. It may change from time to time and should not be treated as a binding quotation unless confirmed in writing by us.

All website text, images, branding, layout, graphics, logos and other content belong to us or our licensors unless stated otherwise. You may view and print pages for personal, non-commercial use only. You must not copy, reproduce, scrape, republish, sell, misuse or exploit our website content without written permission.

You must not use our website in any unlawful, harmful, fraudulent, abusive or disruptive way, including introducing viruses, attempting unauthorised access, scraping data, impersonating another person, interfering with website security or using the website to harm us or others.

Our website may contain links to third-party websites. We are not responsible for third-party websites, content, policies or services.

18. Privacy and data protection

We process personal data in accordance with our Privacy Policy, available at https://caritasremovals.co.uk/privacypolicy/.

We may collect and use personal data such as your name, contact details, addresses, booking details, photographs relating to the move, payment information, correspondence and information needed to provide and manage our services.

We may share information with insurers, payment providers, professional advisers, subcontractors, storage providers, waste partners or authorities where reasonably necessary and lawful.

By contacting us or making a booking, you agree to receive service-related communications by phone, email, SMS or WhatsApp. Marketing communications will only be sent where lawful.

19. Reviews, photographs and media

We may take photographs or videos of goods, access routes, property condition, loading arrangements or damagerisk areas for operational, insurance, evidence and quality-control purposes.

We will not knowingly publish identifiable photographs of you, your family, your address, personal documents or private areas of your home for marketing without your consent.

If you leave us a public review, we may refer to it or quote it in our marketing, provided we do so fairly and in line with the platform’s rules and applicable law.

20. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any liability that cannot be excluded or restricted under consumer protection law.

If you are a consumer, we will provide the service with reasonable care and skill. These Terms do not remove your rights to remedies required by law, including repeat performance or a price reduction where applicable.

Subject to the paragraphs above, we are responsible only for direct losses that are reasonably foreseeable and caused by our breach of contract, negligence or failure to use reasonable care and skill.

We are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, business interruption, loss of data, emotional distress not recognised by law, or losses caused by inaccurate information, unsafe access, customer delay, third-party delay or events outside our reasonable control.

For business customers only, and subject to the exclusions that cannot lawfully be limited, our total liability for any booking is limited to the total fees paid or payable for that booking unless a higher liability limit is expressly agreed in writing.

This clause should be read together with the clauses on goods in transit, insurance, property protection, claims and customer responsibilities.

21. Events outside our reasonable control

We are not liable for failure or delay caused by events outside our reasonable control. This may include severe weather, road closures, traffic incidents, accidents, illness, vehicle breakdown despite reasonable maintenance, strikes, utility failures, building access restrictions, police incidents, fire, flood, pandemic restrictions, acts of government or any other event we could not reasonably prevent.

If such an event occurs, we will contact you as soon as reasonably possible and try to rearrange or adjust the service fairly.

22. Governing law and jurisdiction

These Terms and any dispute or claim relating to them, our website or our services are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, except that if you are a consumer living elsewhere in the United Kingdom you may also have the right to bring proceedings in your local courts and may have mandatory local consumer protections.

23. Changes to these Terms

We may update these Terms from time to time. The version that applies to your booking will normally be the version in force when your booking is confirmed, unless we agree otherwise in writing or a change is required by law.

The latest version may be published on our website or supplied on request.

24. Contact us

If you have any questions about these Terms or our services, please contact us:

Caritas Removals LTD
36 St. Margarets Road
Poole
England
BH15 2DN
Phone: +44 7908 575229
Email: email@caritasremovals.co.uk
Website: https://caritasremovals.co.uk/