The conditions we work under, written to be read rather than to be impenetrable. If anything here is unclear, ask before you book.
Calma Movers is a moving company operating in Lisbon and the surrounding municipalities. The company is currently being incorporated in Portugal and the IMT transport licence is in process. Our company number, registered office and insurance policy number will be published in the footer of this site as soon as they are issued. We say this plainly rather than implying a status we do not yet hold.
Small and medium household moves, single items, partial moves and small office moves within Lisbon and the surrounding municipalities. A move includes two movers and a van, protective materials, disassembly and reassembly of standard furniture, loading, transport, unloading and placement, and photographs at both addresses.
Grand pianos, safes, hazardous or flammable materials, live animals and plants in transit. We do not offer storage or international removals. We also ask you to carry cash, jewellery, documents, keys and data storage yourself — these are excluded from the insurance and should not travel in the van.
The price is fixed against the move we were shown. It is agreed in writing before you book, and no deposit is taken at that stage. The price may be revised in four situations, and only these: there is materially more to move than was shown at the survey; the access differs from what was agreed, such as a lift described as working that is not, or the van being unable to reach the agreed distance; the crew is kept waiting for keys, a lift booking or a person; or the date or one of the addresses changes after booking. Where a revision is needed we tell you before continuing, not afterwards. The price does not fall if the day runs faster than expected — that is the other side of the same arrangement.
You check the work before we leave and pay on completion. We do not ask for payment in advance. An invoice is issued for every job. Where the client is a business, payments of 1,000 € or more must be made by traceable means rather than in cash, under Portuguese tax law.
Every move is covered by goods-in-transit insurance. The limit per move, the excess and the exclusions are stated in the policy, and we send them with the written quote rather than only on request. Report any damage to us on the day if possible, and within 48 hours at the latest, with a photograph. Later than that and the insurer may decline, which is a limit we do not set. Boxes packed by you and not opened by us are outside the cover, as is pre-existing damage — this is standard across the industry and is the reason we photograph everything before loading.
Rescheduling is free. You can cancel without any fee up to 24 hours before the crew is due to depart. We may cancel or reschedule for reasons outside our control — severe weather, a breakdown, or an address that turns out to be inaccessible — and in that case you pay nothing and we help you find an alternative date or company.
Tell us first: most things are fixable the same day. If we cannot resolve it, you have the electronic complaints book at livroreclamacoes.pt, and you may refer a consumer dispute to the Centro de Arbitragem de Conflitos de Consumo de Lisboa, Rua dos Douradores 116-2.º, 1100-207 Lisboa, www.centroarbitragemlisboa.pt. Further information at www.consumidor.gov.pt.
Portuguese law applies to these terms and to any contract made under them.