Terms & Conditions

Effective date: 14 August 2026

1. About these terms

These Terms & Conditions apply to quotations, bookings and removal services supplied by Forward Removal in Cape Town and surrounding service areas. By accepting a quotation, confirming a booking or instructing us to proceed with a service, you agree to these terms together with the details recorded in the applicable quotation or booking confirmation.

Nothing in these terms is intended to exclude or limit any right or remedy that cannot lawfully be excluded under applicable South African law, including the Consumer Protection Act 68 of 2008.

2. Quotations

Quotations are based on the information available when the quote is prepared, including the type and estimated volume or weight of material, photographs, collection location, access conditions, labour requirements, loading time and disposal requirements. Unless expressly stated otherwise, a website enquiry or estimate is not a confirmed booking.

If the actual job differs materially from the information provided, we may discuss and agree a revised price or scope before continuing. This may apply where there are substantially more items, heavier material, restricted access, additional floors or stairs, waiting time, dismantling requirements or undisclosed waste types.

3. Bookings and scheduling

A booking is confirmed when Forward Removal accepts the requested job and collection arrangements. Collection times are scheduled in good faith but may be affected by traffic, weather, vehicle availability, site access, earlier jobs or other circumstances outside our reasonable control. We will communicate material delays or changes where reasonably possible.

4. Customer responsibilities

The customer is responsible for:

• providing accurate information about the items, material, quantity, location and access conditions;
• ensuring that we have lawful and safe access to the collection area;
• obtaining any permission required from an owner, body corporate, landlord, estate manager, business or other relevant person;
• making us aware of fragile areas, restricted access, underground services, hazards or special handling requirements that may affect the job;
• removing personal valuables, confidential documents and items that are not intended for disposal before collection begins; and
• ensuring that the items presented for removal may lawfully be removed and disposed of by the customer.

5. Items we may refuse

We may refuse any item or material that is unsafe, unlawful, hazardous, contaminated, incorrectly described or outside the agreed service scope. Unless we have expressly agreed in writing and are legally permitted to handle them, this includes substances or materials such as asbestos, medical or clinical waste, explosives, ammunition, radioactive material, hazardous chemicals, unknown liquids, certain fuels or flammable substances, and other regulated dangerous waste.

6. Scrap, reusable items and disposal

Once items have been collected for disposal or removal and the service has been completed, they may be transported, sorted, recycled, recovered, donated, reused or disposed of through an appropriate facility or service provider, depending on the material and practical availability. Customers must identify before collection any item that is not intended to be removed.

7. Access, loading and site conditions

The quoted service assumes reasonably safe and lawful access for our staff and vehicle. Additional labour, waiting time or alternative arrangements may be required where access is materially different from what was disclosed, including narrow driveways, restricted parking, security delays, lifts, multiple flights of stairs or long carrying distances.

We may suspend work if we reasonably believe that conditions present an unacceptable safety risk to our staff, customers, property, vehicles or the public.

8. Payment

The price, payment method and payment timing will be as stated in the accepted quotation, invoice or booking confirmation. Any agreed additional work or material change to the job may be charged separately after the revised scope or price has been communicated.

9. Cancellations and rescheduling

If you need to cancel or reschedule a confirmed booking, please contact us as early as possible. Where a specific cancellation fee, deposit condition or rescheduling term applies, it will be stated in the quotation or booking confirmation and will be applied subject to applicable consumer law.

10. Care of property

We will take reasonable care when carrying out removal work. The customer should point out fragile surfaces, fixtures, driveways, paving, walls, gates or other areas requiring special attention before work starts. We are not responsible for pre-existing damage, ordinary wear, defects, unsafe structures or damage arising from conditions that were not reasonably visible or disclosed.

Any concern about damage or service quality should be reported to us as soon as reasonably possible so that we can investigate. Nothing in these terms limits liability where it would be unlawful to do so.

11. Photographs and quotations

Photographs sent to us are used primarily to assess the nature and approximate scale of a job. A photo-based quotation may be revised if the actual site, quantity, access or material differs materially from what could reasonably be determined from the photographs supplied.

12. Website information

We aim to keep the information on this website accurate and useful. Service descriptions, availability and service areas may change from time to time. Website content does not replace the specific scope, price and conditions recorded in an accepted quotation or booking confirmation.

13. Electronic communications

You may communicate with us through the website, email, telephone or WhatsApp. Electronic messages are treated as received when they are accessible to us and can reasonably be processed. If a matter is urgent and you have not received a response, please contact us by telephone.

14. Privacy

Personal information submitted in connection with enquiries and services is handled in accordance with our Privacy Policy.

15. Complaints and disputes

If you are dissatisfied with a service, please contact us first so that we can investigate and attempt to resolve the matter fairly. These terms are governed by the laws of the Republic of South Africa. Any dispute that cannot be resolved directly remains subject to the rights and processes available under applicable South African law.

16. Changes to these terms

We may update these Terms & Conditions from time to time. The version applicable to a confirmed job will be the version in effect when the booking or quotation was accepted, unless a later change is required by law or separately agreed with the customer.

17. Contact

Forward Removal can be contacted at +27 68 045 6833, info@forwardremoval.co.za, or at Cape Town, Western Cape, 7580.