Terms and Conditions
Removals Elephant and Castle Terms and Conditions
These Terms and Conditions set out the basis on which Removals Elephant and Castle provides domestic and commercial removal and related services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the following meanings:
1.1 "Company", "we", "us", or "our" means Removals Elephant and Castle.
1.2 "Customer", "you" or "your" means the person, firm or organisation requesting or receiving the services.
1.3 "Services" means any removal, packing, loading, unloading, storage, furniture assembly or related services provided by us.
1.4 "Goods" means all items, furniture, boxes and personal or business property which are the subject of the Services.
1.5 "Service Address" means the property or properties from and to which the Goods are to be moved or at which any Services are to be performed.
2. Scope of Services
2.1 We provide local and regional removal services, including but not limited to collection, transportation and delivery of Goods, as agreed in your booking confirmation.
2.2 Any additional services, such as packing, unpacking, dismantling and reassembly of furniture, storage or disposal of unwanted items, will only be provided if expressly agreed and confirmed in advance.
2.3 We reserve the right to refuse to move any Goods which in our reasonable opinion are unsafe, illegal, hazardous, excessively heavy, or likely to cause damage to property, vehicles or persons.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the Service Address or addresses, the nature and quantity of Goods, access conditions, parking arrangements, and any special requirements.
3.2 Quotations are normally provided based on the information you supply. It is your responsibility to ensure all information is full and accurate. Any omission or inaccuracy may result in additional charges or adjustments to the Services.
3.3 A booking is only confirmed when you have accepted our quotation and we have issued written confirmation of the booking and service date. Until then, any quotation is an invitation to treat and not a binding offer.
3.4 Bookings are subject to availability. We do not guarantee availability for any particular date or time until we have provided confirmation.
3.5 If there are any changes to the information you provided at quotation stage, you must notify us as soon as possible. We may revise the price, change the vehicle or staff allocation, or propose an alternative service date if necessary.
4. Prices and Quotations
4.1 Unless otherwise stated, all prices are quoted in pounds sterling and are exclusive of any congestion charges, parking fees, tolls or fines that may arise during the provision of the Services. Such charges may be added to your final invoice where applicable.
4.2 Our quotation will state whether the price is fixed or based on hourly rates. Where hourly rates apply, the charging period starts when our team arrives at the first Service Address and ends when the last item has been unloaded at the final destination or the service is otherwise completed.
4.3 We reserve the right to adjust the quotation if:
(a) the volume or nature of the Goods differs from what was originally declared,
(b) access conditions are more difficult than advised, such as long carrying distances, stairs, narrow access or restrictions on vehicle size,
(c) there are delays beyond our control, such as waiting for keys, unprepared Goods or unavailability of lifts,
(d) the Service Address is within a restricted zone requiring special permits or incurs additional charges.
4.4 Any additional charges will be explained to you as soon as reasonably practicable and added to your final invoice.
5. Payments
5.1 You agree to pay our charges in full, in accordance with the terms set out in our quotation and booking confirmation.
5.2 We may require a deposit to secure your booking. The deposit amount and due date will be stated in your booking confirmation. A booking may be cancelled if the deposit is not paid on time.
5.3 Unless otherwise agreed, the balance of the charges is payable no later than the day of the move, and in any event before completion of unloading at the final destination.
5.4 We reserve the right to withhold delivery of Goods or cease provision of Services if payment is not made in accordance with these Terms and Conditions. In such cases, you remain liable for all agreed charges and any reasonable additional costs incurred by us.
5.5 If payment is not received by the due date, we may charge interest on the outstanding amount at the statutory rate applicable to commercial debts, or, in the case of consumers, at a reasonable rate reflecting our costs of recovery.
6. Cancellations and Amendments
6.1 You may cancel or amend your booking by giving us written notice.
6.2 If you cancel more than seven days before the agreed service date, we will normally refund any deposit paid, subject to deduction of any non-recoverable costs we have already incurred.
6.3 If you cancel within seven days but more than 48 hours prior to the service date, we may retain part of the deposit or charge a reasonable cancellation fee reflecting loss of booked time and costs incurred.
6.4 If you cancel within 48 hours of the service date, or on the day of the move, we reserve the right to charge up to 100 percent of the quoted price.
6.5 If you wish to change the service date, we will use reasonable efforts to accommodate your request, but this cannot be guaranteed and may be treated as a cancellation and rebooking at our discretion.
6.6 We may cancel or reschedule the Services due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or access restrictions. In such circumstances, we will notify you as soon as practicable and either rearrange the Services or provide a refund of any amounts paid for services not yet provided. We shall not be liable for any indirect loss or consequential costs arising from such cancellation.
7. Your Responsibilities
7.1 You are responsible for:
(a) providing accurate information at quotation and booking stages,
(b) ensuring that the Goods are properly packed and prepared unless you have arranged for us to provide packing services,
(c) securing all fragile, delicate or high-value items appropriately,
(d) ensuring adequate access to and from the Service Address, including any necessary permissions from neighbours, managing agents, or building owners,
(e) arranging suitable parking for our vehicles and complying with any local parking regulations,
(f) being present or providing an authorised representative at the Service Address for the duration of the Services,
(g) checking the premises at the end of the move to ensure no Goods are left behind.
7.2 You must not ask our staff to perform any illegal acts, unsafe activities, or work that falls outside the scope of the agreed Services.
8. Items We Do Not Accept
8.1 Unless expressly agreed in writing, we do not carry:
(a) hazardous materials or substances, including flammable, explosive, corrosive, toxic or pressurised items,
(b) live animals or plants,
(c) perishable foods requiring refrigeration,
(d) cash, jewellery, watches, precious metals, securities, or important documents such as passports,
(e) items of exceptional value such as artworks, antiques or collections unless specifically declared and agreed with us.
8.2 If any such items are included without our knowledge, we accept no liability for their loss or damage and we may remove or dispose of them if necessary, at your cost.
9. Liability and Insurance
9.1 We will take reasonable care in handling, loading, transporting and unloading your Goods. Our liability for loss of or damage to Goods is subject to the limitations set out in this section.
9.2 We are not liable for any loss or damage arising from:
(a) your failure to pack Goods safely and adequately, where packing was not carried out by us,
(b) normal wear and tear, or minor scuffs and marks consistent with reasonable handling,
(c) pre-existing defects or weaknesses in the Goods,
(d) electrical or mechanical derangement of appliances or equipment, unless there is clear evidence of external impact caused by our negligence,
(e) atmospheric or climatic conditions such as damp, mould, rust or oxidation,
(f) delays or failure to perform our obligations due to events beyond our reasonable control.
9.3 Our total liability for loss or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable sum reflecting the current market value of the Goods, and may be subject to per item and per move limits as set out in our quotation or insurance documentation.
9.4 You are encouraged to arrange your own insurance cover for the full replacement value of your Goods. Our charges do not include comprehensive insurance unless expressly stated.
9.5 We shall not be liable for any indirect or consequential loss, such as loss of profit, loss of business, loss of data, or emotional distress, arising from the performance or non-performance of the Services.
10. Claims and Complaints
10.1 Any visible loss or damage to Goods or property should be reported to our team at the time of occurrence or as soon as reasonably possible.
10.2 You must notify us in writing of any claim for loss or damage within a reasonable period after the date of the move, giving full details and supporting evidence where available.
10.3 Failure to notify us within a reasonable period may affect our ability to investigate your claim and could limit or invalidate any liability we may otherwise have.
10.4 We will review all claims and aim to respond within a reasonable timeframe. Where we accept responsibility, we may choose to repair, replace or compensate for the damaged item, subject to the limitations of liability set out in these Terms and Conditions.
11. Waste and Disposal Regulations
11.1 Any disposal, clearance or removal of unwanted items is carried out in accordance with applicable waste and environmental regulations in the United Kingdom.
11.2 We may only remove waste or unwanted items that we are permitted to carry as part of our services. Hazardous, restricted or controlled waste will not be collected unless we have specifically agreed and are legally authorised to do so.
11.3 Where we agree to dispose of items for you, you confirm that you have the right to authorise their disposal. You remain responsible for any legal issues arising from the disposal of items you did not have authority to discard.
11.4 We reserve the right to refuse removal or disposal of items where doing so would breach waste regulations, local authority rules or environmental legislation.
12. Access, Parking and Property Damage
12.1 You are responsible for obtaining any parking permits or permissions required for our vehicles at the Service Address. Any parking fines or penalties arising from inadequate permissions may be charged to you.
12.2 We will take reasonable care to avoid damage to property while carrying out the Services. However, we shall not be liable for damage to driveways, paving, lawns or other surfaces caused by the weight or movement of our vehicles, where access has been requested or authorised by you.
12.3 You must ensure that floors, walls and fixtures at the Service Address are adequately protected if you consider them to be at particular risk.
13. Data Protection and Privacy
13.1 We will collect and process personal data about you only to the extent necessary to provide the Services, manage your booking, handle payments and meet our legal obligations.
13.2 We will not sell or disclose your personal data to third parties except where required by law or where necessary for the provision of the Services, such as passing address details to our staff or subcontractors.
14. Subcontracting
14.1 We may, where appropriate, subcontract some or all of the Services to carefully selected third parties. In such cases, we remain responsible for the performance of the contract and these Terms and Conditions shall still apply.
15. Variation of Terms
15.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, whether of a contractual or non-contractual nature.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
18.1 These Terms and Conditions, together with the quotation and booking confirmation, constitute the entire agreement between you and us relating to the Services and supersede any prior discussions, correspondence or understandings.
18.2 No variation of these Terms and Conditions shall be binding unless agreed in writing by us.
