Terms and conditions

1. Quotations

Quotations are based on the survey and on the information you provide, including the access at the destination address. A quotation remains valid for twenty-eight days from issue unless stated otherwise on the quotation.

If the work proves materially different from what was surveyed — significantly more goods, undisclosed access constraints, or a change of destination — we will tell you before proceeding and agree any adjustment with you.

2. Booking and payment

A booking is confirmed when we issue a written confirmation and you accept it. Payment terms are set out on your quotation. Unless agreed otherwise in writing, payment is due before the consignment is released for delivery at the destination.

3. Cancellation and changes

You may cancel or reschedule. Cancelling more than fourteen days before the booked collection date means any deposit is refunded in full. Cancellation inside fourteen days may incur a charge reflecting the resources and freight space committed, as set out in your booking confirmation. Once a consignment has been shipped it cannot be cancelled.

4. Your documentation obligations

You are responsible for providing accurate identity and residency documentation, an accurate valued inventory, and any Portuguese tax or residency numbers required for clearance. You confirm that the inventory is complete and that no prohibited goods are included.

We are not liable for delays, storage charges, demurrage, fines or penalties arising from documentation that is incomplete, inaccurate, or provided late, nor from a refusal of Transfer of Residence relief where the qualifying conditions are not met.

5. Goods we will not carry

Hazardous or flammable goods, including fuels, gas cylinders and solvents; illegal items; living animals; plants and perishable foods; and anything prohibited from import into Portugal. We may refuse to carry undeclared items where doing so would be unsafe or unlawful.

6. Our liability

We carry goods in transit and public liability insurance. The cover, its limits and any excess are set out in your quotation and booking confirmation. You must declare items of unusual value before the move so appropriate cover can be arranged.

We are not liable for damage to goods packed by you where the damage results from that packing; for damage arising from inherent defect or from conditions inherent to sea freight where goods were packed by you; or for loss arising from circumstances beyond our reasonable control, including adverse weather affecting sailings and customs inspection or detention.

7. Claims

Loss or damage should be noted at the point of delivery where possible, and reported to us in writing within seven days of delivery, so that circumstances can still be established.

8. Storage

Goods placed into storage at either end are inventoried and stored in sealed containers. Storage charges are payable in advance as set out in your agreement. Goods will not be released until outstanding charges are paid, and we may exercise a lien over stored goods where charges remain unpaid.

9. Transit and schedules

Any transit window given is an estimate based on your specific consignment. It is not a guaranteed date. Sailing schedules to Madeira and the Azores are operated by third parties and are subject to weather and to the carrier's timetable.

10. Access at destination

You are responsible for accurate information about access at the destination. Where a vehicle cannot reach the property and a shuttle or additional labour is required beyond what was surveyed, the additional cost will be agreed with you before the work is carried out wherever it is practical to do so.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

12. Contact

Questions about these terms can be raised through the contact page or by emailing hello@portugal-removals.co.uk.