Terms & Conditions
General terms and conditions for our services.
Last updated: January 2026
1. Definitions
In these terms: "Removals Lisbon", "we", and "the company" refer to the entity providing the services. "Customer" refers to the individual or company hiring our services. "Service" refers to the move, transport, collection, packing, or other agreed service. "Quote" refers to the price estimate provided before service delivery.
2. Quotes and contracting
Quotes are free and valid for 30 days unless stated otherwise. Quotes are based on information provided by the customer; significant changes (volume, access, dates) may result in price adjustments. Acceptance of the quote — whether written, verbal, or by means of starting the service — constitutes a contract between the parties.
3. Pricing and payment
Prices stated in our quotes include VAT unless stated otherwise. Payment is due on completion of the service, unless otherwise agreed in advance. We accept bank transfer, MB WAY, and cash. For business services, 30-day payment terms may be agreed subject to prior approval.
4. Customer responsibilities
The customer undertakes to: provide accurate information about the volume and nature of items; ensure adequate access at origin and destination; obtain any necessary permits (parking, building access); inform us of fragile, valuable, or hazardous items; be present at the start and end of the service, or appoint a representative.
5. Excluded items
We do not transport: cash, jewelry, identity documents, securities, or items with declared value over €5,000 without prior written agreement; dangerous, flammable, explosive, or illegal substances; perishable food; live animals. Plants are transported at the customer's risk.
6. Insurance and liability
All our services include public liability insurance. Insurance covers damage caused by our team during the service, up to the limits established in our policy. For items valued over €5,000, we recommend additional insurance, which can be arranged on request. Our liability does not cover: pre-existing damage; damage to items packed by the customer without our supervision; indirect or consequential losses.
7. Cancellation and rescheduling
Cancellations more than 48 hours in advance: no charge. Cancellations between 24 and 48 hours: 25% of the service value. Cancellations less than 24 hours: 50% of the service value. In cases of force majeure (extreme weather, documented illness, emergency), we apply additional flexibility. Rescheduling is free up to 48 hours before the service.
8. Complaints
Any damage or issues must be reported immediately at the end of the service, with photographs and written description. Complaints must be submitted in writing (email) within 7 days of the service. We commit to responding to all complaints within 14 working days. The Portuguese electronic complaint book is available at www.livroreclamacoes.pt.
9. Dispute resolution
In case of dispute, the parties commit to attempting amicable resolution before resorting to other channels. Customers may apply to the Lisbon Consumer Disputes Arbitration Centre. The competent jurisdiction for any legal action is that of the district of Lisbon.
10. Governing law
These terms are governed by Portuguese law. Any clause deemed invalid will not affect the validity of the remaining clauses. These terms may be updated periodically; the current version is always available on our website.