Terms and Conditions

Elephant and Castle Removals Service Terms and Conditions

These Terms and Conditions set out the basis on which Elephant and Castle Removals provides removal and related services within the United Kingdom. By making a booking, accepting a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Company means Elephant and Castle Removals, the provider of removal and related services.

Customer means the person, firm, or organisation requesting the services of the Company.

Services means any removal, packing, storage, delivery, or associated services carried out by the Company.

Goods means the items, belongings, or property that are the subject of the Services.

Order means a confirmed booking for Services following acceptance of the Companys quotation and these Terms and Conditions.

Service Area means the locations within which the Company ordinarily operates, which may include Elephant and Castle, surrounding districts, and other parts of the United Kingdom as agreed.

2. Scope of Services

The Company provides domestic and commercial removal services, including the loading, transport, and unloading of Goods, and may provide packing, unpacking, and short-term storage where agreed in writing. The exact scope of the Services will be set out in the quotation or written confirmation provided by the Company.

Any additional work outside the agreed scope, including changes to collection or delivery addresses, additional stops, or additional labour, may incur extra charges to be agreed with the Customer before such additional work is carried out.

3. Booking Process

3.1 Quotations

Quotations are provided based on the information supplied by the Customer, including addresses, access details, volume or list of Goods, special items, and required dates. Quotations are normally valid for a limited period specified by the Company and may be subject to change if the Customer alters the requirements.

3.2 Acceptance and Confirmation

A booking is only confirmed when the Customer accepts the quotation and these Terms and Conditions and the Company issues a confirmation of the Order. The Company reserves the right to refuse any booking at its discretion.

3.3 Changes to Bookings

Any request to change the moving date, time, or scope of Services must be communicated to the Company as early as possible. The Company will use reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in amended charges, which will be notified to the Customer prior to acceptance.

4. Customer Responsibilities

The Customer agrees to:

Ensure that full and accurate information is provided regarding addresses, access, parking, and the nature and quantity of Goods.

Arrange suitable parking and, where necessary, any permits or authorisations required at collection and delivery addresses.

Ensure that the premises are accessible at the agreed times and that someone authorised is present to supervise and sign relevant documentation.

Properly prepare and secure Goods for transport unless packing services have been specifically ordered, including disconnecting and securing appliances and electronics.

Remove all items from lofts, attics, or inaccessible spaces unless specifically arranged with the Company.

Comply with all applicable laws and regulations, including waste and recycling rules, and not request the Company to transport prohibited or illegal items.

5. Items Not Accepted and Special Items

The Company will not carry hazardous materials, illegal goods, live animals, perishable foods (unless expressly agreed), explosives, or any items that may present a risk to health, safety, or property. The Customer must not include such items in the Goods.

Special items such as pianos, safes, large machinery, delicate antiques, or items of high value must be disclosed at the quotation stage. The Company may apply specific conditions or additional charges for handling such items, or may decline to move them if safe handling cannot be assured.

6. Price, Payments, and Charges

6.1 Pricing

Prices are based on the information provided by the Customer and the scope of Services detailed in the quotation. Prices may take into account travel distance, time, labour, vehicle size, and any additional services such as packing, dismantling, or storage.

6.2 Deposits and Balance

The Company may require a deposit to secure the booking. The amount and due date of any deposit will be stated in the quotation or booking confirmation. The remaining balance is usually payable prior to commencement of the Services or immediately upon completion, depending on the terms agreed.

6.3 Payment Methods

Accepted payment methods will be specified by the Company and may include bank transfer, card payment, or other lawful methods. Cash payments, where accepted, must be for the exact amount due unless otherwise agreed.

6.4 Late Payments

If the Customer fails to pay any amount due on time, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law and to suspend or withhold Services until payment is received in full.

7. Cancellations and Postponements

7.1 Cancellation by Customer

The Customer may cancel the Order by giving written or recorded notice to the Company. Depending on the timing of the cancellation, the Company may apply a cancellation charge to cover costs and lost bookings:

If cancellation occurs more than a specified number of working days before the agreed date, the Company may refund all or part of any deposit at its discretion.

If cancellation occurs within a shorter notice period before the agreed date, the Company may retain some or all of the deposit and may charge a percentage of the total fee to reflect the late cancellation.

The applicable notice periods and charges will be set out in the quotation or booking confirmation.

7.2 Postponements

Requests to postpone a booking are treated similarly to cancellations followed by a new booking. The Company will endeavour to accommodate new dates within the Service Area but cannot guarantee availability. Additional charges may apply where postponement causes the Company to incur costs or lose other work.

7.3 Cancellation by Company

The Company may cancel or suspend Services if the Customer fails to provide necessary information, permits, or payments, or if it is unsafe or unlawful to proceed. In such cases, the Company will inform the Customer as soon as reasonably possible and, where appropriate, offer to reschedule, subject to charges for any costs reasonably incurred.

8. Access, Parking, and Delays

The Customer is responsible for ensuring suitable access for the Companys vehicles at both collection and delivery points, including arranging parking, permits, and, where applicable, informing neighbours or managing agents.

If access is restricted or unsuitable, or the Company is delayed due to circumstances beyond its control, such as traffic incidents, adverse weather, or waiting for keys, the Company may charge for waiting time or additional labour. The Company is not liable for delays caused by such circumstances but will act reasonably to minimise disruption.

9. Insurance and Liability for Loss or Damage

9.1 Standard Liability

The Company will take reasonable care in handling and transporting the Goods. Liability for loss or damage will be limited to a reasonable amount per item or per consignment, as specified by the Company, unless the Customer declares a higher value and agrees any applicable additional charges or insurance arrangements.

9.2 Exclusions of Liability

The Company will not be liable for:

Loss or damage arising from the Customers failure to pack items properly where packing was not carried out by the Company.

Loss or damage to items that are inherently fragile or defective, including but not limited to glass, ceramics, and assembled flat-pack furniture.

Loss or damage arising from wear and tear, leakage, atmospheric or climatic conditions, moths, vermin, or gradual deterioration.

Loss of data or software from computers, devices, or other electronic equipment.

Any indirect or consequential loss, including loss of profit, loss of use, or loss of enjoyment.

9.3 Notice of Loss or Damage

The Customer must notify the Company in writing of any loss or damage as soon as reasonably practicable and, in any event, within a reasonable period after completion of the Services. Failure to notify within this period may affect the ability to investigate and settle any claim.

9.4 Maximum Liability

Unless otherwise agreed in writing, the Companys total liability for any claim arising out of the Services shall not exceed the lesser of the replacement value of the lost or damaged Goods or a specified maximum per consignment. This limit does not apply to liability for death or personal injury caused by the Companys negligence or for any other liability that cannot lawfully be excluded or limited under UK law.

10. Waste, Disposal, and Environmental Regulations

The Company operates in accordance with applicable UK waste and environmental regulations. Any removal and disposal of unwanted items, packaging, or waste must be agreed as a separate service.

The Customer must not request the Company to dispose of hazardous or prohibited waste. The Company reserves the right to refuse to carry or remove items that may breach environmental or waste regulations. Where disposal services are agreed, the Company will take reasonable steps to ensure that waste is transferred to authorised facilities or carriers.

The Customer is responsible for ensuring that any items presented for disposal are lawfully theirs to discard and that no third-party rights are infringed.

11. Storage Services

If storage is provided, the terms relating to duration, charges, access, and insurance will be specified separately or included in the quotation. The Customer must not store prohibited or hazardous items, and must keep contact and billing details up to date. The Company may exercise a lien over stored Goods for unpaid charges and, after giving reasonable notice, may sell or dispose of Goods to recover outstanding sums, in accordance with applicable law.

12. Complaints and Dispute Resolution

If the Customer has a complaint regarding the Services, they should raise it with the Company as soon as possible, providing full details and any supporting evidence. The Company will investigate complaints promptly and aim to resolve issues amicably.

Where a dispute cannot be resolved informally, the parties may consider mediation or other forms of alternative dispute resolution. Nothing in this clause prevents either party from pursuing a claim in the courts of England and Wales.

13. Force Majeure

The Company is not liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, road closures, accidents, strikes, civil unrest, acts of terrorism, or failure of utilities or transport networks. In such circumstances, the Company will consult with the Customer to agree suitable alternative arrangements, which may include rescheduling or partial cancellation of the Services.

14. Data Protection and Privacy

The Company will handle personal data in accordance with applicable UK data protection law. Personal information provided by the Customer will be used only for the purpose of delivering the Services, managing bookings, processing payments, and, where applicable, handling claims or complaints. The Company will take reasonable steps to keep such information secure and will not sell or disclose personal data to third parties except as required by law or as necessary to provide the Services.

15. Variations to Terms

The Company may amend these Terms and Conditions from time to time. Any changes will not affect existing confirmed Orders unless required by law or agreed with the Customer. The applicable version of the Terms and Conditions will be those in force at the time the Customer confirms the Order.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute 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. 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 provided by the Company.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to deliver the Services, provided that this does not reduce the protections afforded to the Customer under these Terms and Conditions.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy. A waiver of any breach shall not be deemed a waiver of any subsequent breach.

These Terms and Conditions, together with any quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior statements, agreements, or understandings, whether oral or written.