Terms and Conditions

Elephant and Castle Movers Terms and Conditions

These Terms and Conditions set out the basis on which Elephant and Castle Movers provides removal, relocation, delivery, packing, and associated services within the United Kingdom. By making a booking or allowing work to proceed, you agree to be bound by these Terms and Conditions. If you do not agree, you must not use our services.

1. Definitions

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

Customer means the individual, company, or organisation that requests or pays for the services.

We, us, our means Elephant and Castle Movers.

Services means any removal, relocation, delivery, packing, loading, unloading, storage coordination, waste removal, or other related services we provide.

Goods means any items, furniture, belongings, or property that we move, handle, or otherwise deal with as part of the services.

Quote or quotation means our written or verbal price estimate for the services, which may be subject to change in accordance with these Terms and Conditions.

2. Scope of Services

We provide domestic and commercial removal services, including packing, loading, transportation, unloading, and related tasks, in line with the description in your booking confirmation and quotation. The precise scope of services will depend on the details you provide to us, including the property access, volume of goods, locations involved, and any special requirements.

Our services begin when our staff arrive at the agreed collection address at the scheduled time and end when the goods are delivered to the final destination agreed, or when the services are otherwise concluded by agreement or under these Terms and Conditions.

3. Booking Process

3.1 Enquiries and quotations

You may request a quotation by providing details of your move, including addresses, approximate inventory, property access conditions, and preferred dates. Quotations are based on the information you supply and are normally provided either as a fixed price or as an hourly rate estimate.

3.2 Accuracy of information

You are responsible for ensuring that all information you provide is complete and accurate. If we discover differences between the information supplied and the actual conditions, we may adjust the price, require additional staff or vehicles, or refuse to carry out part or all of the services where it is unsafe or unreasonable to proceed.

3.3 Acceptance of quotation

A booking is only confirmed when you have explicitly accepted our quotation and we have acknowledged your acceptance. Acceptance may be by written confirmation, online acceptance, or other clear indication that you agree to proceed.

3.4 Changes to bookings

Any changes to your booking, including dates, addresses, property access, or the volume of goods, must be communicated as early as possible. We will use reasonable efforts to accommodate changes, but cannot guarantee availability. Changes may result in an amended quotation and additional charges.

4. Pricing and Payment Terms

4.1 Pricing basis

Prices are usually calculated on the basis of the volume of goods, the distance travelled, the level of service required, access conditions, and the time expected to complete the work. Additional charges may apply for awkward access, long carry distances, parking restrictions, waiting times, dismantling and reassembly, or moves outside normal working hours.

4.2 Deposits

We may require a deposit at the time of booking to secure your date and allocate resources. The amount of any deposit will be notified to you in advance. Deposits are usually non-refundable, except where we cancel the booking or as otherwise set out in these Terms and Conditions.

4.3 Balance payments

Unless agreed otherwise in writing, the balance of all charges is due immediately upon completion of the services or at another point stated in your booking confirmation. We reserve the right to withhold delivery of goods or suspend services if payment is not made when due.

4.4 Overruns and additional work

If the services take longer than estimated due to reasons outside our control, including inaccurate information provided, delays caused by third parties, or difficulties with access, we may charge for the additional time at our prevailing hourly rates. Any extra services requested on the day may also be charged separately.

4.5 Late payment

If payment is not received when due, we may charge interest on the overdue amount at a reasonable commercial rate, recover our costs of collection, and exercise a lien over any goods in our possession until full payment is made.

5. Cancellations and Postponements

5.1 Customer cancellations

If you wish to cancel or postpone your booking, you must notify us as soon as possible. The following cancellation charges may apply, based on the time remaining before the scheduled start of the services:

a. More than 7 days before the move date: deposit may be retained to cover administrative and allocation costs.

b. Between 7 days and 48 hours before the move date: up to 50 percent of the quoted price may be charged.

c. Less than 48 hours before the move date or on the day of the move: up to 100 percent of the quoted price may be charged.

We may reduce or waive cancellation charges at our discretion, but we are not obliged to do so.

5.2 Our right to cancel or vary

We may cancel or reschedule the services where circumstances beyond our reasonable control make it unsafe or impracticable to proceed, such as severe weather, vehicle breakdown, staff illness, accidents, or legal restrictions. In such cases, we will aim to offer an alternative date or provide a refund for any sums paid for services not yet provided, but we will not be liable for any consequential or indirect losses you may incur.

6. Customer Responsibilities

6.1 Preparation of goods

You must ensure that goods are properly packed, secured, and ready for transport unless you have requested a packing service. Fragile items should be adequately protected, and any special handling instructions must be clearly communicated in advance.

6.2 Access and parking

You are responsible for providing safe and suitable access to both collection and delivery addresses, including arranging parking permits or authorisations where required. Any fines, penalties, or additional charges arising from insufficient parking arrangements may be chargeable to you.

6.3 Presence during the move

You or your authorised representative must be present during collection and delivery to provide instructions, confirm the items to be moved, and sign any relevant documentation. If no one is present, we may proceed using our best judgement, and our record of the work carried out shall be conclusive.

6.4 Items not to be moved

You must not include in the goods any items that are illegal, hazardous, explosive, corrosive, perishable, or otherwise unsuitable for transport. This includes but is not limited to gas cylinders, flammable liquids, chemicals, firearms, and controlled substances. We reserve the right to refuse to handle such items and may remove or dispose of them at your cost and risk.

7. Our Responsibilities and Limitations of Service

7.1 Reasonable care and skill

We will perform the services with reasonable care and skill, using staff and vehicles appropriate to the agreed scope of work. We will take reasonable steps to protect your goods and property during the move.

7.2 Disassembly and reassembly

If requested and agreed, we may dismantle and reassemble certain furniture or fittings. We do not guarantee that items will be restored to their exact original condition, and we are not responsible for any manufacturer warranties that may be affected by dismantling.

7.3 Excluded tasks

We do not undertake any tasks that could pose undue risk to health and safety or require specialist qualifications or equipment we do not hold. This includes certain electrical, plumbing, or structural work, and the moving of exceptionally heavy or unusual items unless expressly agreed.

8. Liability for Loss or Damage

8.1 Standard liability

We are liable for loss of or damage to goods only to the extent that such loss or damage is directly caused by our negligence or breach of contract and occurs while the goods are in our custody and control. Our liability is subject to the limitations in this section.

8.2 Exclusions

We are not liable for:

a. Loss or damage arising from wear and tear, inherent defects, or pre-existing damage.

b. Damage to items that were not adequately packed where we did not provide the packing service.

c. Loss of items of special value, including money, jewellery, watches, precious metals, documents, data, or collections, unless we have agreed in writing to handle such items and you have provided a clear description and valuation.

d. Indirect or consequential losses such as loss of profit, loss of opportunity, or inconvenience.

8.3 Limitation of amount

Unless otherwise agreed in writing, our total liability for any one incident or series of connected incidents shall not exceed a reasonable limit proportionate to the value of the goods being moved and the price paid for the services. You are advised to arrange appropriate insurance for high-value or irreplaceable items.

8.4 Notifying claims

You must inspect goods as soon as reasonably practicable after delivery. Any visible loss or damage should be reported to our staff on the day of the move where possible. In all cases, you must notify us in writing of any claim for loss or damage within a reasonable period after completion of the services. Failure to notify within such a period may affect our ability to investigate and may limit or extinguish any liability we may have.

9. Waste Regulations and Disposal

9.1 Compliance with regulations

We comply with applicable UK waste and environmental regulations when removing and transporting waste or unwanted items. We may require additional information about any items you ask us to dispose of, and we may decline to remove items that cannot lawfully or safely be transported.

9.2 Types of waste

We will only remove waste that we are authorised and equipped to handle. Hazardous, clinical, or specialist waste will not be collected unless expressly agreed and properly arranged in compliance with relevant rules.

9.3 Disposal charges

Charges for waste removal and disposal may be separate from standard removal charges and will usually be based on volume, weight, and type of materials. Any applicable disposal fees or levies will be included in your quotation or otherwise notified to you in advance where practicable.

9.4 Unauthorised dumping

We do not engage in fly-tipping or unauthorised dumping. Where we agree to dispose of items, we will use appropriate licensed facilities or lawful methods. We are not responsible for any waste left behind that you did not request us to remove or which we were not authorised or able to handle.

10. Insurance and Risk

10.1 Our cover

We maintain appropriate insurance policies in relation to our vehicles, staff, and public liability in accordance with UK requirements for removal operations. Details of cover may be provided on request.

10.2 Customer insurance

You remain responsible for insuring your goods for their full replacement value, including during packing and transit. Our liability under these Terms and Conditions is not a substitute for your own insurance arrangements.

11. Complaints and Dispute Resolution

11.1 Complaints procedure

If you are dissatisfied with any aspect of the services, you should raise your concerns as soon as possible so that we can try to resolve the matter promptly. We may ask you to provide supporting information or evidence of any alleged loss or damage.

11.2 Escalation

We will consider complaints fairly and in good faith. If we cannot resolve a complaint informally, we may offer further internal review. Nothing in this clause prevents either party from pursuing their rights through the courts where necessary.

12. Data Protection and Privacy

We will collect and use your personal information only as necessary to provide the services, manage bookings, process payments, and communicate with you. We handle personal data in accordance with applicable UK data protection laws. We will not sell your personal information to third parties and will only share it where needed to deliver the services, comply with legal obligations, or with your consent.

13. Force Majeure

We are not liable for any delay or failure to perform our obligations where such delay or failure results from events or circumstances beyond our reasonable control. This may include extreme weather, road closures, accidents, strikes, public disturbances, legal restrictions, or other unforeseen events. In such cases we will take reasonable steps to minimise disruption and, where possible, offer alternative arrangements.

14. Governing Law and Jurisdiction

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. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except where applicable law provides otherwise for consumers residing elsewhere in the United Kingdom.

15. General Provisions

15.1 Entire agreement

These Terms and Conditions, together with any written quotation and booking confirmation, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or representations.

15.2 Variation

No variation of these Terms and Conditions shall be effective unless agreed by us in writing. We may update these Terms and Conditions from time to time, and the version in force at the time of your booking will apply to your services.

15.3 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

15.4 Assignment

You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where reasonably necessary to provide the services, provided that this does not reduce the level of protection afforded to you.

By confirming your booking or allowing the services to commence, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.