Terms and Conditions for Removal and Storage Services - Rabie Removals
These Terms and Conditions apply to all removal, transport, handling, packing, storage, and related services provided by Rabie Removals and/or any sub-contractor Rabie Removals appoints. By accepting a quotation, making a booking, paying a deposit, or allowing our team to proceed with the service, the client confirms that they have read, understood, and accepted these Terms and Conditions.
1. Quotation and Inventory
The Instant Estimate Tool on the website is just an estimate, not a final quotation.
The quotation is based on the inventory list, access details, collection address, delivery address, storage requirements, and any additional information provided by the client.
A 50% deposit is required to secure your booking. See [7] Payment Terms.
The client must ensure that the inventory list is complete and accurate. If additional items are added on the day of the move or the volume of goods exceeds what was originally disclosed, additional charges may apply. In some cases, the additional items may need to be collected, delivered, or stored on another day, subject to availability.
The client must inform Rabie Removals in advance if any items require dismantling, special handling, wrapping, or additional labour.
2. Access and Parking
The quotation is subject to suitable truck access at both the collection and delivery addresses.
The client must inform Rabie Removals of any access restrictions, including but not limited to:
- Long walking distances
- Narrow roads or driveways
- Steep driveways
- Gravel roads
- Security estates, complexes, villages, farms, or townships
- Height restrictions
- Stairs, lifts, or restricted lift access
- Parking limitations
- Shuttle vehicle requirements
Unless otherwise agreed in writing, the maximum walking distance from the truck to the property entrance is 30 metres. If access is more difficult than disclosed, additional charges may apply, or the move may need to be rescheduled.
The client is responsible for arranging any required permissions, access codes, gate passes, lift bookings, estate approvals, parking permits, or building management approvals before the move.
3. Services Not Included Unless Agreed
Unless specifically included in the quotation, the following services are not included:
- Packing or unpacking
- Supply of boxes or packing materials
- Dismantling or reassembling furniture
- Removal of TVs from wall brackets
- Disconnecting or reconnecting appliances
- Plumbing or electrical work
- Hoisting items over balconies or through windows
- Removal of doors, railings, or fixtures
- Crating or special wrapping
- Disposal or dumping of unwanted items
Appliances such as washing machines, dishwashers, fridges, and freezers must be disconnected, drained, defrosted, and ready for removal before the team arrives.
4. Independent and Outside Contractors
Rabie Removals reserves the right to make use of independent contractors, outside contractors, subcontractors, or third-party service providers for part or all of the work where necessary.
This may include, but is not limited to, additional vehicles, labour, shuttle services, specialised handling, storage assistance, or long-distance transport.
*A shuttle service is used when our large removal truck can’t access your property directly. This may happen if:
- There are access restrictions (e.g. narrow roads, low-hanging trees, gated communities).
- The walking distance between where we can legally/physically park and your home is more than 30 meters.
In these cases, we use a smaller vehicle (the shuttle) to transport your furniture between your home and the main truck. Important: If you think your property may require a shuttle, please let us know during booking so we can plan accordingly. Additional charges may apply for shuttle services.
removal truck can’t access your property directly. This may happen if:
All contractors appointed by Rabie Removals will be expected to perform the service with reasonable care and skill.
5. Severe Weather and Unsafe Conditions
Moves are subject to safe working and driving conditions.
Severe weather conditions may prevent or delay a move from taking place. This includes, but is not limited to:
- Heavy rain
- Flooding
- Strong winds
- Lightning
- Hail
- Dangerous road conditions
- Unsafe access roads
- Natural disasters or extreme weather warnings
If Rabie Removals determines that it is unsafe to proceed with the move, the move may be delayed, paused, or rescheduled to the next suitable available date. Rabie Removals will not be held liable for delays, additional costs, loss, or inconvenience caused by severe weather or unsafe conditions beyond its reasonable control.
6. Cancellation and Rescheduling Policy
A cancellation or rescheduling request must be made in writing at least 7 days before the scheduled move date.
If the client cancels or reschedules less than 7 days before the booked move date, the deposit may be forfeited, and additional charges may apply.
If the move cannot proceed on the day due to incorrect information supplied by the client, unavailable access, incomplete packing, unprepared items, unsafe conditions, or additional undisclosed requirements, Rabie Removals reserves the right to charge additional fees or reschedule the move.
7. Payment Terms
A 50% deposit is payable to confirm the booking and secure the move date.
The outstanding balance must be paid 7 days before the move date, unless otherwise agreed in writing.
No goods may be released from storage or delivered until all outstanding amounts have been paid in full.
Late payments may result in storage fees, interest, collection charges, or the withholding of goods until payment is received.
8. Client Responsibilities
The client is responsible for ensuring that:
- All items are packed and ready before the team arrives, unless packing services were booked
- Fragile items are clearly marked
- Valuable or sentimental items are removed and transported personally
- Appliances are disconnected, drained, and ready for transport
- The inventory list is accurate and complete
- Access information is correct
- Pets, children, and bystanders are kept away from the working area
- The premises are safe for the team to work in
- All payments are made on time
The client must be present, or appoint an authorised representative, at both collection and delivery.
9. Insurance, Risk, Loss, and Damage
The client acknowledges that moving and storing household or business goods carries risk. Although Rabie Removals will take reasonable care when handling goods, all goods are moved and stored at the client’s risk, unless otherwise stated in writing.
Basic goods-in-transit cover may be included only where specifically stated in the quotation. Such cover may be limited and may only apply to certain risks, such as fire, collision, overturning, or hijacking during transit.
The client is advised to arrange their own comprehensive insurance for all goods being moved or stored, including cover for accidental damage, theft, water damage, breakage, and other insurable risks.
Rabie Removals is not liable for:
- Items packed by the client
- Fragile items not properly packed
- Scratches, dents, or marks on old or previously damaged items
- Mechanical or electrical failure of appliances or electronics
- Damage caused by poor access, tight staircases, narrow doorways, or unavoidable handling restrictions
- Loss or damage to jewellery, cash, documents, firearms, antiques, artwork, or high-value items unless declared and agreed in writing
- Damage caused by severe weather or events outside reasonable control
Any claim for loss or damage must be reported in writing within 7 days of the move or delivery, together with clear photographs and supporting information. Claims submitted after this period may not be accepted.
10. Storage Terms
Where storage services are provided, goods will be stored at the client’s risk unless specific insurance has been arranged and confirmed in writing.
Storage fees are payable in advance according to the agreed billing cycle. If storage fees are not paid on time, Rabie Removals reserves the right to withhold access to or release of the goods until the account is settled.
The client must not store dangerous, illegal, perishable, flammable, explosive, toxic, or prohibited goods.
This includes, but is not limited to:
- Food or perishable items
- Petrol, gas bottles, chemicals, or paint
- Firearms or ammunition
- Illegal substances
- Hazardous materials
- Cash, jewellery, or important documents
The client must provide written notice before removing goods from storage. Goods will only be released once all outstanding amounts have been paid in full.
11. Delays and Events Beyond Our Control
Rabie Removals will not be held liable for delays or failure to perform services caused by circumstances beyond its reasonable control, including but not limited to:
- Severe weather
- Road closures
- Accidents
- Traffic delays
- Mechanical breakdowns
- Labour shortages
- Power failures
- Strikes or protests
- Natural disasters
- Security restrictions
- Acts of government or law enforcement
Where possible, Rabie Removals will communicate delays and make reasonable efforts to complete or reschedule the service.
12. Acceptance of Terms
By accepting the quotation, paying the deposit, or allowing the move or storage service to proceed, the client confirms their acceptance of these Terms and Conditions.
The client also confirms that all information provided to Rabie Removals is true, complete, and accurate.
