Terms and Conditions of Service
CAESAR REMOVALS LTD
TERMS AND CONDITIONS OF SERVICE
Company Registration Number: 16921094
Registered in: England & Wales
Registered Office: Unit 1, Concept Park, Innovation Close, Poole, Dorset, BH12 4QT
Effective Date: 5 November 2026
1. General Terms
1.1. These Terms and Conditions govern the provision of removal, transportation, packing, loading, unloading and associated services supplied by Caesar Removals Ltd (“the Company”, “we”, “us” or “our”).
1.2. By accepting a quotation and confirming a booking, the customer (“you” or “your”) agrees to these Terms and Conditions, provided they have been made available before entering into the contract.
1.3. We undertake to provide all services with reasonable care and skill, in accordance with the Consumer Rights Act 2015 and other applicable legislation.
1.4. Nothing in these terms excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted.
2. Quotations and Bookings
2.1. All quotations are based on the information provided by the customer, including:
- Collection and delivery addresses.
- The quantity and nature of items requiring removal.
- Property access, parking arrangements and floor levels.
- Any staircases, lifts or restricted access.
- The required removal date.
- Additional services requested.
2.2. Quotations will specify the services included, the total price (including VAT where applicable), and any known additional costs.
2.3. Where the customer provides incomplete or inaccurate information, additional charges may apply for work outside the original quotation, subject to the customer’s prior agreement.
2.4. Bookings are confirmed once the customer has accepted the quotation, agreed to these terms and paid the required advance payment.
2.5. Removal dates are subject to availability until the booking has been confirmed.
3. Payment Terms
3.1. A 50% advance payment of the total agreed quotation is required at the time of booking to secure the removal date.
3.2. The remaining 50% balance is payable immediately upon completion of the agreed removal services.
3.3. For the purposes of payment, completion means that the agreed goods have been delivered and unloaded at the destination, and any other services expressly included in the quotation have been completed.
3.4. The 50% booking payment is an advance payment towards the total contract price and is subject to the cancellation and refund provisions in Section 4.
3.5. Unless otherwise agreed in writing, payment may be made using the payment methods specified in the booking confirmation or invoice.
3.6. Any additional services or charges must be explained and agreed before they are incurred.
3.7. Where an invoice remains unpaid after completion, we reserve the right to pursue recovery of outstanding sums through lawful means following appropriate written notice.
3.8. Any overdue payment charges or recovery costs must be lawful, reasonable and recoverable under the applicable contract and legislation.
3.9. Any genuine dispute concerning the quality of our services will be handled fairly and in accordance with the customer’s statutory rights.
4. Cancellation and Refund Policy
4.1. Customers wishing to cancel a booking must notify the Company as soon as reasonably possible, preferably in writing.
4.2. Where the contract is for the transport of goods on a specified removal date or period, the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 will generally not apply.
4.3. Where a statutory cancellation right does apply, it will take precedence over these contractual cancellation terms.
4.4. If the customer cancels and no statutory cancellation right applies, the Company may recover reasonable losses directly arising from that cancellation.
4.5. Any cancellation charge will reflect the Company’s genuine losses, which may include reasonable costs already incurred, non-recoverable commitments and lost profit, taking into account costs saved and reasonable opportunities to secure replacement work.
4.6. The 50% advance payment is not automatically non-refundable. Any amount retained will be limited to what the Company is lawfully entitled to recover.
4.7. Where the advance payment exceeds the Company’s recoverable cancellation losses, the remaining balance will be refunded promptly.
4.8. The Company will provide a reasonable explanation or breakdown of cancellation charges upon request.
4.9. No cancellation charges will be imposed where doing so would breach applicable consumer protection legislation.
5. Postponements and Changes to Bookings
5.1. Customers requesting changes to their removal date must notify us as soon as possible.
5.2. We will make reasonable efforts to accommodate alternative dates, subject to availability.
5.3. Where changes result in additional costs or unavoidable losses, these will be explained to the customer before proceeding.
5.4. Any adjustment to the original quotation must be agreed by both parties.
5.5. Where a postponement cannot be accommodated and the customer cancels, Section 4 will apply.
6. Customer Responsibilities
6.1. The customer must provide accurate information concerning the removal requirements.
6.2. Unless packing services have been agreed, the customer is responsible for ensuring belongings are appropriately packed and ready for collection.
6.3. Customers must ensure that:
- All goods are legally owned by them or they have authority to arrange their removal.
- Property access is reasonably safe and available.
- Suitable parking arrangements and required permits are organised as agreed.
- Fragile and valuable items are identified before removal.
- Furniture requiring specialist dismantling is identified in advance.
- Appliances are disconnected and prepared safely unless specialist services have been arranged.
- Someone authorised to make decisions is available at collection and delivery.
6.4. Customers must disclose any circumstances that could materially affect the safety, duration or cost of the removal.
7. Access, Parking and Additional Charges
7.1. Our quotation is based on the access arrangements disclosed at the time of booking.
7.2. The customer must inform us of restricted entrances, long carrying distances, stairs, narrow doorways, lift restrictions or other access difficulties.
7.3. Where unexpected access difficulties require additional labour, equipment or time, we will explain the proposed additional charges and obtain the customer’s agreement before undertaking the additional work.
7.4. Parking fees, permits, tolls and congestion charges will be included in the quotation where known, or separately identified and agreed.
7.5. We reserve the right to decline work that would pose an unreasonable risk to our employees, customers, property or equipment.
8. Packing and Preparation
8.1. Where packing services are included in the quotation, our team will pack the agreed items using reasonable care and suitable materials.
8.2. Where the customer packs their own belongings, they are responsible for using reasonably suitable packing materials.
8.3. The Company will not be responsible for damage solely caused by defective or inadequate customer packing where that damage was not caused or contributed to by our failure to exercise reasonable care and skill.
8.4. Fragile, antique, delicate or unusually valuable belongings must be identified before the removal so appropriate arrangements can be discussed.
8.5. Dismantling and reassembly of furniture will only be included where expressly agreed in the quotation.
9. Items We May Decline to Transport
9.1. Unless expressly agreed and legally permitted, we do not transport:
- Explosives, ammunition or unlawful weapons.
- Flammable liquids, hazardous chemicals or dangerous substances.
- Illegal goods.
- Perishable food requiring controlled storage.
- Live animals.
- Other items presenting an unreasonable health, safety or legal risk.
9.2. Customers should personally transport cash, jewellery, passports, medication, important documents and other essential or irreplaceable items wherever practicable.
9.3. The Company may refuse to transport items that could reasonably endanger its employees, vehicles or other belongings.
10. Delays and Waiting Times
10.1. We will make reasonable efforts to arrive and complete the removal at the agreed times.
10.2. Arrival and completion estimates may be affected by traffic, weather, road closures, access difficulties or circumstances outside our reasonable control.
10.3. Where delays occur, we will keep the customer reasonably informed.
10.4. Where delays are caused by circumstances within the customer’s control, additional waiting time or labour charges may apply, provided the charging basis was clearly disclosed before booking or is subsequently agreed.
10.5. Customers will not be charged additional fees for delays caused by the Company’s own failure to exercise reasonable care and skill.
10.6. Nothing in this section excludes liability for losses for which the Company is legally responsible.
11. Damage to Property or Belongings
11.1. Caesar Removals Ltd will exercise reasonable care and skill when handling, loading, transporting and unloading customers’ belongings.
11.2. Where property or belongings are lost or damaged due to our negligence or failure to provide the agreed services with reasonable care and skill, we will consider appropriate remedies in accordance with applicable law.
11.3. Remedies may include reasonable repair costs, replacement costs, compensation or other remedies available under the law, taking into account the circumstances, condition and value of the affected items.
11.4. We are not responsible for damage caused entirely by circumstances outside our reasonable control where we have not breached our contractual or legal obligations.
11.5. We may not be responsible for pre-existing damage, inherent defects or deterioration that was not caused by our services.
11.6. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded or limited.
11.7. The customer should notify us of any known special handling requirements or particularly valuable belongings before the removal.
12. Insurance
12.1. Details of the insurance cover held by the Company, including any relevant limits and exclusions, will be provided upon reasonable request.
12.2. Customers should consider whether their existing household or business insurance provides appropriate cover during removal and transportation.
12.3. Any optional insurance arranged through the Company must be separately described and agreed before booking.
12.4. The existence or absence of insurance does not remove the Company’s legal responsibilities or the customer’s statutory rights.
13. Reporting Damage and Making Complaints
13.1. Customers are encouraged to inspect their belongings and property following completion of the removal.
13.2. Any damage, missing items or concerns should be reported to the Company as soon as reasonably practicable.
13.3. We recommend reporting visible damage within seven days where possible, to assist with investigation. This is not a contractual deadline that removes statutory rights.
13.4. Customers should provide photographs, descriptions or other relevant information where reasonably available.
13.5. We will investigate complaints fairly and respond within a reasonable time.
13.6. A customer is not prevented from exercising legal rights merely because an issue was not identified or reported immediately upon delivery.
14. Events Outside Our Reasonable Control
14.1. The Company may be affected by circumstances beyond its reasonable control, including severe weather, major road incidents, emergency road closures or other exceptional events.
14.2. Where such circumstances affect our ability to perform the agreed services, we will notify the customer as soon as reasonably possible.
14.3. We will discuss reasonable alternative arrangements, including rescheduling where appropriate.
14.4. If services cannot be provided, refunds and any recoverable costs will be dealt with fairly and in accordance with applicable law.
14.5. This clause does not exclude liability where a failure to perform results from the Company’s negligence or breach of its legal obligations.
15. Completion of Services
15.1. The removal will be considered complete when the goods included within the agreed quotation have been delivered and unloaded at the agreed destination, and any additional contracted services have been performed.
15.2. The customer, or an authorised representative, should be available to provide reasonable instructions concerning placement of belongings.
15.3. Upon completion, the outstanding 50% balance becomes immediately payable in accordance with Section 3.
15.4. Completion or payment does not prevent the customer from subsequently raising a legitimate complaint or exercising statutory rights.
16. Commercial and Office Removals
16.1. Where services are provided to a business customer, the quotation will identify any requirements specific to commercial removals.
16.2. Additional services involving specialist equipment, commercial machinery, IT systems, business records or unusually valuable goods must be separately agreed.
16.3. Any different commercial terms must be provided to the customer and agreed before the contract is entered into.
16.4. Consumer-specific statutory rights apply where the customer qualifies as a consumer under the relevant legislation.
17. Privacy and Personal Information
17.1. We collect and use customer information where reasonably necessary to provide quotations, organise bookings, deliver services, administer payments and deal with enquiries.
17.2. Personal information will be handled in accordance with applicable UK data protection legislation and our privacy notice.
17.3. We will not use personal information for unrelated marketing purposes without an appropriate lawful basis.
18. Complaints and Dispute Resolution
18.1. We aim to resolve complaints promptly, professionally and fairly.
18.2. Customers should contact the Company using the contact information provided in their booking confirmation.
18.3. Both parties agree to make reasonable efforts to resolve disputes before commencing formal legal proceedings, without preventing either party from exercising legal rights or seeking urgent remedies.
18.4. Nothing in these terms restricts a customer’s right to seek independent advice, contact Trading Standards through the appropriate consumer advice service or pursue legal remedies.
19. Governing Law
19.1. These Terms and Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.
19.2. Any disputes will be dealt with by the appropriate courts in accordance with applicable law.
19.3. If any provision of these Terms and Conditions is found to be unenforceable, the remaining provisions will continue to apply so far as legally permitted.
20. Acceptance of Terms
By confirming a booking with Caesar Removals Ltd, the customer acknowledges that they have been provided with these Terms and Conditions before entering into the contract and agrees to the payment arrangements, cancellation provisions and services specified in the quotation.
Payment Summary
- 50% payable at the time of booking.
- 50% payable immediately upon completion of the removal.
- Any additional charges must be agreed before the relevant additional work is undertaken.
- Cancellation charges are subject to applicable consumer protection law.
Caesar Removals Ltd
Company Registration Number: 16921094
Registered in England & Wales
Unit 1, Concept Park, Innovation Close, Poole, Dorset, BH12 4QT