Terms and Conditions

Elephant and Castle Removal Company Service Terms and Conditions

These Terms and Conditions set out the basis on which our removal company operating in and around Elephant and Castle provides services to private and business customers within the United Kingdom. By placing a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your removal or related service.

1. Definitions

In these Terms and Conditions the following expressions have the meanings set out below:

1.1 We, us, our refers to the removal company providing services from the Elephant and Castle area.

1.2 You, your refers to the customer or business making the booking and any person on whose behalf the booking is made.

1.3 Services means any removal, packing, loading, transport, unloading, storage, waste removal or related services we agree to provide.

1.4 Goods means the items, furniture, personal effects and other property which are the subject of the Services.

1.5 Contract means the agreement between you and us for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation we issue.

2. Scope of Services

2.1 We provide domestic and commercial removals, including packing, loading, transport and unloading of Goods, and may also provide storage and limited waste removal services where agreed in advance.

2.2 The specific Services to be provided will be set out in our quotation or booking confirmation, including collection and delivery addresses, estimated timeframes and any agreed additional services.

2.3 We operate primarily from the Elephant and Castle area, serving local and wider UK destinations. Our willingness to undertake any particular journey or job is at our discretion.

3. Booking Process

3.1 You may request a quotation by providing details of the property, addresses, access, dates, nature and approximate quantity of Goods, and any special requirements. Quotations are based on the information you provide; any inaccuracy may result in additional charges.

3.2 A booking is not confirmed until we have issued a booking confirmation and you have accepted it in the manner we specify. We reserve the right to decline any booking request at our discretion.

3.3 You must notify us of any changes to dates, addresses, access arrangements, volume of Goods, or special requirements as soon as possible. Significant changes may require a revised quotation and may affect our ability to perform the Services on the original date.

3.4 It is your responsibility to obtain all relevant permissions for parking, loading and unloading at both collection and delivery addresses, including any local permits, suspensions or consents required.

4. Estimates and Quotations

4.1 Unless stated otherwise, our quotations are estimates based on the information supplied. If on the day of the move the work is materially greater than described or there are delays beyond our control, additional charges may apply.

4.2 Quotations generally exclude customs duties, parking charges, tolls, congestion or clean air zone charges, fines, or other third party fees. If we incur such costs in providing the Services, you agree to reimburse them.

4.3 Any time estimate for the completion of Services is given in good faith, but is not guaranteed. We are not liable for delay caused by circumstances beyond our reasonable control.

5. Payments

5.1 Unless otherwise agreed in writing, a deposit may be required to secure your booking, with the balance payable prior to or on the day of the move before unloading, in the form specified at the time of booking.

5.2 For business customers, we may agree different payment terms in writing. Where credit is offered, invoices must be paid within the agreed period. Late payments may incur interest at the statutory rate and reasonable debt recovery costs.

5.3 We reserve the right to suspend or withdraw Services if payments are not made when due. If we arrive to perform the Services and payment has not been made in accordance with the agreed terms, we may refuse to proceed until payment is received.

5.4 All charges are stated exclusive of VAT unless expressly indicated. Where VAT is applicable, it will be charged at the prevailing rate.

6. Cancellations and Postponements

6.1 You may cancel or postpone your booking by giving us written or verbal notice, subject to the charges set out in this clause.

6.2 If you cancel more than a specified period before the scheduled start time, any deposit may be refundable or transferable at our discretion. If you cancel closer to the move date, we may retain the deposit or charge a percentage of the quoted price to cover our costs and loss of opportunity.

6.3 If you postpone the move, we will use reasonable efforts to offer an alternative date, but availability is not guaranteed. Where postponement results in additional costs or loss for us, we may impose a reasonable charge.

6.4 We may cancel the Contract or suspend Services if:

(a) you fail to pay any amounts due;
(b) you materially misrepresent the nature, quantity or condition of the Goods or access;
(c) we reasonably believe the Services would put our staff, vehicles or third parties at risk; or
(d) events outside our control prevent us from performing the Services.

6.5 Where we cancel for reasons within our control, we will refund any payments you have made for Services not yet provided, which shall be your sole remedy.

7. Your Responsibilities

7.1 You are responsible for:

(a) ensuring that the Goods are properly prepared for transport, unless we have expressly agreed to provide packing;
(b) unplugging and disconnecting appliances, unless expressly agreed otherwise;
(c) securing or removing fixtures and fittings, curtain poles, shelving and similar items not suitable for standard removal handling;
(d) ensuring that access at both collection and delivery addresses is safe, clear and suitable for our vehicles and staff;
(e) obtaining all necessary permissions for parking and access, and paying any related charges or fines.

7.2 You must not submit for removal or storage any items that are illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise unsuitable, including but not limited to gas cylinders, firearms, chemicals, fuels, or waste that falls under special hazardous categories.

7.3 You must ensure that all Goods are fully owned by you or that you have the authority of the owner to enter into the Contract. You agree to indemnify us against any claims brought by third parties alleging lack of authority.

8. Our Responsibilities

8.1 We will perform the Services with reasonable care and skill, using appropriate staff and equipment for the task as judged by us.

8.2 We will take reasonable steps to protect your property and Goods during the removal process, which may include the use of blankets, covers and other protective materials.

8.3 We may use sub-contractors to carry out all or part of the Services. Where we do so, these Terms and Conditions will still apply and we will remain responsible for the proper performance of the Contract.

9. Liability for Loss or Damage

9.1 Our liability for loss of or damage to Goods arising from our negligence or breach of Contract is limited as set out in this clause and subject to any mandatory rights you may have under consumer law.

9.2 Unless otherwise agreed in writing, our liability for any single item and for the total Goods shall be limited to a reasonable sum per item and per consignment, reflecting the typical value of household or office removals. You must tell us in advance if any individual item exceeds standard value so that we can consider additional protection or revised terms.

9.3 We are not liable for:

(a) loss or damage arising from wear and tear, inherent defects, pre-existing damage or faults in Goods;
(b) loss or damage to fragile or special items (such as glass, ceramics, artwork, electronics) where you have packed them yourself or where they were not adequately protected;
(c) any financial loss, loss of profits, loss of business, or indirect or consequential loss;
(d) loss or damage resulting from your failure to comply with these Terms and Conditions.

9.4 You must inspect Goods as soon as reasonably possible after completion of the Services and notify us of any visible loss or damage within a reasonable period. For concealed damage, you must notify us as soon as reasonably practicable after discovery. Failure to do so may affect our ability to investigate and may reduce or extinguish any liability.

9.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10. Insurance

10.1 We maintain insurance appropriate for a removal business operating within the UK, providing a level of cover in line with industry standards.

10.2 Our insurance is subject to the terms, conditions and exclusions of the relevant policy. In some circumstances, claims may be refused or limited by the insurer. You may arrange your own additional insurance cover if the standard cover is not sufficient for your needs.

11. Waste and Environmental Regulations

11.1 Any waste removal or disposal service we provide will be carried out in accordance with applicable UK waste and environmental regulations and only where agreed in advance as part of the Services.

11.2 We are not a general waste collection service. We may only remove waste that arises naturally from the removal process and that is acceptable at standard waste facilities, unless otherwise agreed.

11.3 You are responsible for ensuring that any items you ask us to remove as waste are not hazardous or subject to special controls, unless we have specifically agreed and are appropriately authorised to handle them. Hazardous waste may include electrical equipment, chemicals, asbestos, certain paints, oils and similar substances.

11.4 If, during the provision of Services, we discover items that we reasonably believe may be hazardous or not suitable for standard disposal, we may decline to remove or transport them. You will be responsible for any costs incurred in safely handling, storing or returning such items.

11.5 We will dispose of any waste or unwanted items only at authorised facilities. Any charges levied by those facilities, including additional fees for certain types of materials, will be passed on to you where these were not included in the original quotation.

12. Delays and Events Beyond Our Control

12.1 We are not liable for any delay or failure to perform the Services where such delay or failure is due to events beyond our reasonable control, including but not limited to traffic congestion, road closures, accidents, severe weather, strikes, public transport disruption, or restrictions imposed by authorities.

12.2 Where a delay occurs, we will use reasonable efforts to keep you informed and to complete the Services as soon as practicable. Additional waiting time or rearranged visits caused by circumstances outside our control may incur extra charges.

13. Storage Services

13.1 Where we agree to store Goods for you, the terms of this clause will apply in addition to the rest of these Terms and Conditions.

13.2 Storage charges are payable in advance at the rate agreed. Failure to pay storage charges may result in us exercising a lien over the Goods and, after giving reasonable notice, disposing of or selling some or all of the Goods to recover sums due.

13.3 While Goods are in storage, you may not access them without prior arrangement. Access may be restricted to stated hours or specific times and may be subject to a reasonable handling fee.

13.4 Goods will remain your property at all times. You are responsible for ensuring they are adequately insured while in storage, whether under our policy or your own.

14. Complaints and Disputes

14.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with us as soon as possible so that we can seek to resolve it promptly.

14.2 We will investigate any complaint and aim to respond within a reasonable timeframe. Where appropriate, we may offer a remedy such as a partial refund or repair, but this shall be without prejudice to any limitations of liability set out in these Terms.

14.3 If a dispute cannot be resolved between us, you may have rights to pursue the matter through alternative dispute resolution or the courts, depending on the nature of the claim and your status as a consumer or business.

15. Data Protection

15.1 We will collect and process personal data about you as necessary to provide the Services, handle payments, and manage our business operations, in accordance with applicable data protection laws in the UK.

15.2 We will take reasonable steps to keep your personal information secure and to use it only for legitimate purposes connected with our Services and legal obligations.

16. General

16.1 No waiver by us of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach.

16.2 If any provision of these Terms and Conditions is held by a competent authority to be invalid or unenforceable in whole or in part, the remaining provisions shall continue in full force and effect.

16.3 These Terms and Conditions, together with any quotation or booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any previous understandings or arrangements.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 relating to these Terms and Conditions, the Contract, or the Services.

By confirming your booking with our Elephant and Castle based removal company, you acknowledge that you have read, understood and agree to these Terms and Conditions.