Removals Elephant and Castle Terms and Conditions
These Terms and Conditions set out the basis on which Removals Elephant and Castle provides removal and associated services in the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below:
1.1 We, us, our means Removals Elephant and Castle.
1.2 You, your means the customer who books or receives our services.
1.3 Services means any removal, packing, unpacking, loading, unloading, transportation, storage, or related services we provide.
1.4 Goods means the items of any kind which are to be moved, handled, packed, stored or otherwise dealt with by us as part of the services.
1.5 Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and the details confirmed in your booking.
2. Service Scope
2.1 We provide residential and commercial removals and related services, including packing, loading, transport, unloading and, where agreed in writing, temporary storage.
2.2 Our standard services cover locations within the United Kingdom. Any services outside this area are subject to prior agreement and may incur additional charges.
2.3 We reserve the right to use our own vehicles and staff or approved subcontractors to carry out some or all of the services, without affecting your rights under the contract.
3. Booking Process
3.1 You may request a quotation by providing full and accurate information about the property or properties involved, including access details, the nature and approximate volume or list of goods, any heavy or unusual items, and any special requirements.
3.2 Quotations are based on the information provided by you and on the assumption of reasonable access and normal working conditions. Quotations are not binding if the information supplied is incomplete, inaccurate or changes materially before the service date.
3.3 A booking is only confirmed once you have accepted our quotation, agreed to these Terms and Conditions, and we have issued a booking confirmation. Until that point, any quotation or proposed service date remains provisional and may be withdrawn or changed by us.
3.4 You must check the booking confirmation carefully and notify us promptly of any errors or omissions. If you do not inform us of any discrepancies before the service date, we will perform the services in accordance with the confirmation document we have issued.
4. Access and Your Obligations
4.1 You are responsible for ensuring suitable, safe and reasonable access to and from the collection and delivery addresses, including access for our vehicles and staff.
4.2 You must ensure that any necessary parking permissions, permits or authorisations are obtained in advance. Any parking fines or penalties arising from inadequate or incorrect permissions on the day of service may be charged to you.
4.3 You must ensure that the property is ready for the agreed service time, and that goods are properly packed if you have not requested a packing service. Fragile items must be adequately protected.
4.4 You must be present or represented by an authorised adult at all times during loading and unloading to provide access and instructions. If no authorised person is available, we may suspend or cancel the service and charge reasonable waiting time or cancellation fees.
5. Excluded and Restricted Items
5.1 Unless expressly agreed in writing in advance, we do not carry, handle or store:
a. Hazardous, toxic, flammable or explosive materials.
b. Cash, jewellery, precious stones, valuable documents or collections.
d. Firearms, ammunition or weapons.
5.2 If we agree to transport or handle any restricted items, this will be subject to additional conditions and potential surcharges, and you must provide full and accurate disclosure prior to booking.
5.3 We are entitled to refuse to carry any goods which we reasonably believe to be unsafe, illegal or unsuitable for transport, without liability to you.
6. Price and Payment
6.1 The price for the services will be set out in your quotation or booking confirmation. Prices may be based on an hourly rate, a fixed price, or a combination of both, as specified in the documentation.
6.2 Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable taxes, levies or charges imposed by law.
6.3 You may be required to pay a deposit to secure your booking. The amount and due date of any deposit will be stated in your quotation or booking confirmation.
6.4 Unless we agree in writing to invoice you after completion, the balance of the price is payable in full on or before the service date. We reserve the right not to start or to suspend services until payment has been received.
6.5 Additional charges may apply where:
a. The work takes longer than anticipated due to inaccurate or incomplete information provided by you.
b. There are delays outside our reasonable control, including but not limited to waiting for keys, delayed access or congestion in communal areas.
c. Extra services are requested on the day, such as dismantling or reassembly not covered in the original quotation.
d. There are additional journeys, items or addresses not originally quoted for.
6.6 You agree to pay any additional charges reasonably incurred, and we may require payment of such charges before completion of the services or before unloading goods.
7. Cancellations and Changes
7.1 If you wish to cancel or change your booking, you must notify us as soon as possible. The following cancellation charges may apply:
a. More than seven days before the service date: no cancellation charge, and any deposit paid will be refunded or may be used towards a rebooking.
b. Between three and seven days before the service date: up to 50 percent of the service price may be charged.
c. Less than three days before the service date or on the service date itself: up to 100 percent of the service price may be charged.
7.2 Any changes to the date, time, addresses, or scope of services are subject to availability and may result in an adjusted quotation or additional charges.
7.3 We may cancel or postpone the services if:
a. You fail to pay any required deposit or balance when due.
b. You do not provide adequate information or access.
c. We reasonably consider that it would be unsafe or unlawful to perform the services.
7.4 If we cancel the services for reasons within our control, any payments you have made for those services will be refunded. We will not be liable for any indirect or consequential losses arising from such cancellation.
8. Our Liability
8.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods or property is subject to the limitations set out in this clause.
8.2 We are not liable for loss or damage arising from:
a. Your failure to pack goods properly, unless we have provided a packing service.
b. Normal wear and tear, minor scuffs or scratches, or pre-existing defects.
c. Dismantling or reassembly of furniture or equipment, unless carried out negligently.
d. Goods or property which we have expressly excluded or which you failed to disclose.
e. Events beyond our reasonable control, including but not limited to severe weather, traffic congestion, road closures, accidents, industrial action or mechanical breakdowns not caused by our negligence.
8.3 Our total liability for loss of or damage to goods, property or other losses arising from our services, whether in contract, tort or otherwise, shall not exceed a fair and reasonable sum proportionate to the price paid for the services, subject to any specific cover or limitations notified to you.
8.4 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter which cannot be limited or excluded under applicable law.
8.5 If you wish to make a claim for loss or damage, you must notify us in writing as soon as reasonably possible and in any event within seven days of completion of the services or delivery of the goods, whichever is earlier, providing reasonable details of the alleged loss or damage.
9. Insurance
9.1 We maintain appropriate insurance cover as required by law and industry practice for the types of services we provide.
9.2 You are responsible for checking whether our standard insurance limits are sufficient for the value of your goods and, if not, for arranging additional insurance cover at your own expense if desired.
10. Waste and Environmental Regulations
10.1 We comply with applicable UK waste and environmental regulations when handling and disposing of waste materials arising from our services.
10.2 We are not a general waste disposal service and will not remove or dispose of household or commercial waste unless this has been specifically agreed as part of the services and is compliant with current regulations.
10.3 Where we agree to remove unwanted items, these may be reused, recycled or disposed of in accordance with relevant laws and guidance. Additional charges may apply depending on the type and quantity of items and any fees imposed by licensed facilities.
10.4 You must not request us to dispose of hazardous or prohibited waste. Any such materials identified will not be collected, and you will be responsible for any costs or legal consequences arising from attempts to dispose of them unlawfully.
11. Delays and Events Beyond Our Control
11.1 We will use reasonable efforts to meet agreed dates and times, but these are estimates and may be affected by circumstances beyond our control.
11.2 If our performance of the services is affected by an event beyond our reasonable control, we will contact you as soon as possible to let you know and will take reasonable steps to minimise any delay.
11.3 Provided we do this, we will not be liable for delays caused by such events, and we may suspend or adjust the services as necessary.
12. Complaints and Dispute Resolution
12.1 If you are unhappy with any aspect of our services, you should raise the issue with the team leader on the day if possible, so that we have an opportunity to address it immediately.
12.2 If the issue is not resolved on the day, you should submit a written complaint setting out the details and providing any relevant evidence within fourteen days of completion of the services.
12.3 We will review your complaint and respond within a reasonable timeframe. Both parties agree to make genuine efforts to resolve any disputes amicably before considering formal proceedings.
13. Data Protection and Privacy
13.1 We collect and process personal information necessary to provide our services, manage bookings and handle payments, in accordance with applicable UK data protection laws.
13.2 We will only use your personal information for legitimate business purposes, such as administering your contract, improving our services, and meeting legal or regulatory obligations.
13.3 We will not sell your personal data to third parties. We may share limited information with trusted partners or subcontractors where required to deliver the services.
14. General Provisions
14.1 These Terms and Conditions, together with your booking confirmation, constitute the entire agreement between you and us and supersede any prior discussions or representations regarding the services.
14.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
14.3 You may not assign or transfer your rights or obligations under the contract without our prior written consent.
14.4 Any failure or delay by us in enforcing any right or remedy under these Terms and Conditions shall not be deemed a waiver of such right or remedy.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, the services, or the contract shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions, the services, or the contract.
By confirming a booking with Removals Elephant and Castle, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
