Terms and conditions

1. What these terms cover

They apply to quotes issued and services carried out by Italy Removals, including packing, customs preparation and storage. The booking contract for your move sits alongside them, and where the two differ the booking contract takes precedence.

2. Quotes

A quote is built from what you tell us and from the survey. It assumes the access described at both properties and a volume matching the survey inventory. Where either differs materially we will tell you what it changes before proceeding. Unless stated otherwise, a quote remains open for thirty days from issue.

3. Booking and deposit

Your slot is held once the booking is confirmed and any deposit paid. Where a deposit is taken it is refundable in full if you cancel within fourteen days of paying it, provided that period ends before the collection date.

4. Changing or cancelling

Tell us as soon as you know. Cancelling or postponing close to the date may attract a charge reflecting crew and vehicle capacity committed to you that can no longer be reassigned; the scale is in the booking contract. Where a crossing, a ferry sailing or a consolidation slot has been reserved, cancellation may carry third-party costs we cannot recover.

5. The inventory and your declarations

The inventory prepared at survey forms the basis of the customs declaration. You are responsible for the accuracy of what you tell us is in your consignment and for informing us of anything added or removed after survey. Undeclared goods are your responsibility, including any penalty arising from them.

6. Goods we will not carry

Petrol, gas cylinders, aerosols in quantity, paint and solvents, explosives and other hazardous goods. We will not knowingly carry illegal items, live animals or perishable food. Money, jewellery, deeds and passports should travel with you. Additional restrictions apply to goods entering the European Union, including certain foods, plants and plant products; we supply the applicable list before packing.

7. Your responsibilities

Providing access at both properties, obtaining any permit, parking suspension or lift booking that is yours to arrange, declaring items of unusual value or fragility, and obtaining the personal documentation Italian customs requires — including your codice fiscale and residence evidence. Boxes you pack yourself are packed at your risk and may be excluded from cover.

8. Our liability

We carry goods-in-transit and public liability insurance. Cover levels, per-item limits and exclusions are set out in the booking contract and should be read before you confirm. We are not liable for damage to items packed by you and not inspected by us, for pre-existing damage or wear, for mechanical or electrical faults appearing after transit without external damage, or for loss caused by circumstances outside our reasonable control, including border closures and adverse weather affecting Alpine crossings.

9. Reporting a problem

Note anything visible on the delivery paperwork before we leave. Anything found afterwards must be reported within seven days of delivery so we can inspect it. Please keep the item and its packaging until the claim is resolved.

10. Payment

Unless account terms are agreed in writing, payment is due before collection or on the terms stated in the booking contract. Where invoiced terms apply, payment is due within thirty days of the invoice date. We may withhold delivery of goods held in storage where sums remain outstanding.

11. Storage

Goods placed into storage are inventoried on entry and stored under a separate storage agreement whose cover and limits differ from transit cover. Charges run for the agreed period and continue until delivery is arranged. Access to stored goods is by arrangement rather than on demand.

12. Customs

We prepare and lodge the Italian customs documentation based on the survey inventory and the documents you supply. Clearance decisions, inspections and any duty, tax or charge assessed by the Italian authorities are outside our control, and delays or costs arising from them are not our liability. Any duty, tax or inspection fee levied on your consignment is payable by you.

13. Complaints and law

Raise a complaint with us first, at hello@italy-removals.co.uk, and we will investigate it. These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction.