Terms & Conditions
By paying the deposit (the first instalment of the service fee), the client confirms that they have read, understood and fully accept these terms and conditions.
1. Scope of Service
Carepack provides professional packing services for residential and commercial relocations. The service includes: packing materials (cardboard boxes, bubble wrap, packing paper, tape), labelling of boxes, and professional packing by two qualified team members within the time covered by the chosen package. The service is performed at the address specified by the client at the time of booking. To deliver the service, Carepack may engage qualified subcontractors. Carepack remains responsible for the quality of the service.
2. What Is Not Included
The service does not include: disassembly or reassembly of furniture; disconnection or reconnection of appliances or utilities; transportation, loading, or delivery of belongings; disposal of unwanted items; packing of items in unsafe, unsanitary, or structurally compromised condition. Carepack is not responsible for the overall organisation of the move.
3. Items We Do Not Pack
For safety and legal reasons, we do not pack: live animals or plants; cash, jewellery, passports, or other valuables and documents; hazardous, flammable, explosive, or toxic substances; heavy furniture, pianos, or large appliances; items already packed by the client or a third party. If you are uncertain about a specific item, please clarify before the service begins. Carepack reserves the right to refuse packing any item at its sole discretion.
4. Booking and Payment
The price of the service is determined by the chosen package. Payment is made in two stages: 50% deposit at the time of booking confirmation, and 50% upon completion of the packing. The deposit is non-transferable between bookings. All prices are quoted inclusive of VAT. Payment of the deposit constitutes full and unconditional acceptance of these terms and conditions.
5. Cancellation and Rescheduling
Cancellation or rescheduling more than 48 hours before the scheduled start time: the deposit is refunded in full within 5 business days. Cancellation or rescheduling less than 48 hours before the scheduled start time: the deposit is forfeited in full. Client no-show at the agreed address and time: the deposit is forfeited, and any additional costs incurred by Carepack (travel, materials prepared) may be charged separately. Carepack reserves the right to cancel or reschedule in cases of force majeure (see clause 9); in such cases the deposit is refunded in full.
6. Duration and Additional Time
Each package includes a defined number of working hours for two team members. If the actual scope of work exceeds this time, additional hours are billed at €100 per hour. The need for additional time is assessed on-site and agreed with the client before proceeding. Additional hours are invoiced and paid upon completion of the service. Carepack is not obligated to continue work beyond the package time if additional time has not been agreed.
7. Client Responsibilities
The client is responsible for: ensuring unobstructed access to the premises at the agreed time; ensuring vehicle access to the address for unloading packing materials; informing Carepack in advance of any fragile, valuable, or unusual items requiring special handling; removing or securing cash, jewellery, documents, and other valuables before the team arrives; ensuring that the premises comply with basic health and safety requirements. Failure to fulfil these obligations may result in refusal of service without refund of the deposit.
8. Liability for Belongings
Before work begins, Carepack specialists may photograph the condition of items and premises as documentary evidence of their state at the start of the service. Carepack takes all reasonable and professional care in handling and packing belongings. We are not liable for: damage, defects, or deterioration existing prior to the commencement of packing; items packed by the client or a third party; fragile, antique, or high-value items not flagged to the team in advance; items lost or damaged during transport (which is outside our scope of service); valuables (cash, jewellery, documents) left in the premises during the service. Carepack's total liability in any claim is limited to the amount paid for the service.
9. Force Majeure
Carepack is not liable for delays or inability to provide the service due to circumstances beyond reasonable control, including but not limited to: natural disasters, severe weather, power outages, public health emergencies, strikes, or accidents. In the event of force majeure, Carepack will notify the client as soon as practicable and offer to reschedule at no additional charge. If rescheduling is not possible, the deposit will be refunded in full.
10. Complaints and Claims
Any complaints or claims must be submitted in writing to our email address within 3 calendar days of the completion of the service. Claims submitted after this period will not be considered. Where a valid claim is accepted, Carepack may offer compensation, a partial refund, or a repeat of the relevant part of the service, at Carepack's discretion.
11. Personal Data
Carepack processes the client's personal data (name, contact details, address) solely for the purpose of providing the agreed service, managing bookings, and fulfilling legal obligations. Data is not shared with third parties except where required by law or necessary to deliver the service. The client has the right to request access to, correction of, or deletion of their data at any time. Carepack may photograph the packing process for marketing purposes (website, social media). Faces, personal belongings and identifying details are published only with the client's explicit written consent. The client may opt out of any photography by notifying Carepack at the time of booking.
12. Governing Law and Disputes
These terms are governed by the laws of the Republic of Estonia. In the event of a dispute, the parties agree to first attempt resolution through good-faith negotiation within 30 days of written notice. If no agreement is reached, the dispute shall be referred to the competent court of the Republic of Estonia or the Consumer Disputes Committee (for consumer contracts).
13. Acceptance of Terms
By paying the deposit (the first instalment of the service fee), the client confirms that they have read these terms and conditions in full, understand their content, and agree to be bound by them without reservation. These terms constitute the entire agreement between the client and Carepack with respect to the service.