Movers Elephant and Castle Terms and Conditions

These Terms and Conditions set out the basis on which Movers Elephant and Castle provides removal and related services to private and business customers. By placing a booking, 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 definitions apply:

1.1 We, us, our: Movers Elephant and Castle, the removal service provider.

1.2 You, your, customer: The individual or business that requests and books our services.

1.3 Services: Any removal, packing, loading, unloading, transportation, storage, clearance, or related services supplied by us.

1.4 Service area: The locations in which we agree to operate, including Elephant and Castle and surrounding areas, as may be confirmed at the time of booking.

1.5 Goods: The items, belongings, and property that you ask us to move, handle, pack, store, or dispose of.

1.6 Contract: The agreement between you and us for the provision of services, incorporating these Terms and Conditions and the specific details confirmed in your booking.

2. Scope of Services

2.1 We provide domestic and commercial removal services, including loading, unloading, transportation, and, where agreed, packing, furniture assembly or disassembly, and short-term holding of items.

2.2 Our obligation is to perform the services with reasonable care and skill and in accordance with the details set out in your confirmed booking.

2.3 Any additional services requested on the day of the move are subject to our agreement, vehicle capacity, staffing, and time constraints, and may incur additional charges.

2.4 We reserve the right to decline or discontinue services where it would be unsafe, unlawful, or otherwise unreasonable to proceed.

3. Booking Process

3.1 You may request a quotation by providing accurate details of the move, including addresses, access conditions, inventory of items, special handling requirements, dates, and times.

3.2 Quotations are based on the information you provide. If the information is incomplete or inaccurate, we may adjust the price or, in some circumstances, decline to proceed with the service.

3.3 A booking is only confirmed when we notify you that your booking has been accepted and any required deposit has been received. Until then, dates and times are offered subject to availability and may change without notice.

3.4 You are responsible for checking that all details on the booking confirmation are correct, including addresses, dates, access requirements, and scope of work. Any discrepancies must be notified to us as soon as possible.

3.5 If your move involves restricted access, parking limitations, congestion charges, or special entry conditions, you must inform us at the time of booking so that we can plan appropriately and include any necessary charges.

4. Customer Responsibilities

4.1 You must ensure that you are legally entitled to move the goods and that they do not include prohibited items, hazardous materials, or waste that we are not licensed to handle.

4.2 You are responsible for obtaining and paying for any parking permissions, permits, or access arrangements required for us to carry out the services at both collection and delivery locations, unless otherwise agreed in writing.

4.3 You should ensure that the premises are safe for our team to operate in, including adequate lighting, clear walkways, and reasonable access to and from the property.

4.4 You must ensure that all goods are properly packed and ready for transport, unless you have booked a packing service. Loose items should be placed in suitable boxes or containers. Fragile items should be clearly marked.

4.5 You or an authorised representative must be present at collection and delivery to provide access, confirm the inventory, and sign any documentation. If no one is present, we may, at our discretion, either attempt to proceed based on the agreed instructions or cancel the service and charge a fee.

5. Payments and Charges

5.1 Our charges are based on the services agreed, including travel time, team size, vehicle type, estimated duration, and any additional requirements.

5.2 We may require a deposit to secure your booking. The amount and due date of the deposit will be indicated in your quotation or booking confirmation.

5.3 Unless otherwise agreed, payment of any balance is due immediately upon completion of the service. We accept payment by the methods advised at the time of booking.

5.4 If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest, and to withhold any goods in our possession until payment is received in full.

5.5 Additional charges may apply for delays caused by factors outside our control, including but not limited to waiting for keys, incomplete packing, restricted access, or additional items not specified at the time of quotation.

5.6 If the service extends beyond the time estimated in the quotation due to reasons not attributable to us, we may charge an additional hourly rate as notified in advance or as reasonably applicable on the day.

6. Cancellations and Amendments

6.1 You may cancel or amend your booking by giving us notice as early as possible. The applicable cancellation charges will depend on the amount of notice you provide.

6.2 If you cancel more than a reasonable number of working days before the scheduled service date, any deposit paid may be refunded or held against a future booking at our discretion.

6.3 If you cancel within a short period before the scheduled service date, including on the day of the move, we may retain some or all of the deposit and charge a cancellation fee to cover our costs and loss of business.

6.4 If you request a change of date, time, or scope of services, this will be subject to availability and may result in a revised quotation and additional charges.

6.5 We reserve the right to cancel or rearrange a booking due to events beyond our reasonable control, including severe weather, accidents, road closures, staff illness, vehicle breakdowns, or other operational issues. In such circumstances, we will aim to offer an alternative date or time, but we will not be liable for consequential losses.

7. Access, Parking, and Restrictions

7.1 You must ensure that suitable parking is available for our vehicles as close as reasonably possible to the property entrance. Failure to arrange suitable parking may cause delays and additional charges.

7.2 Any parking fines or penalties incurred as a direct result of inadequate parking arrangements or incorrect information supplied by you may be added to your final bill.

7.3 We are not responsible for damage to driveways, paths, or grounds unless it is caused by our negligence. Certain surfaces may not be suitable for heavy vehicles. If you instruct us to park on such surfaces, you accept responsibility for any resulting damage.

7.4 Where access is unusually restricted, such as narrow staircases, low ceilings, or tight corridors, we are not liable for damage that occurs as a result of moving large or awkward items through such spaces, provided we act with reasonable care and skill.

8. Items We Do Not Move

8.1 We do not transport live animals, perishable food, illegal substances, explosive or highly flammable materials, or items that are prohibited by law.

8.2 We may refuse to move items that are excessively dirty, infested, or pose a health or safety risk to our team.

8.3 If we discover prohibited or unsafe items among your goods, we may remove them from the load or suspend the service. Any additional costs incurred will be your responsibility.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is subject to the limitations set out in this section.

9.2 We are not liable for loss or damage to goods arising from inherent defects, pre-existing damage, inadequate packing carried out by you, normal wear and tear, or circumstances beyond our reasonable control.

9.3 For any claim relating to loss or damage, you must notify us in writing as soon as reasonably practicable, providing details and evidence where possible. We may request photographs, descriptions, and proof of value.

9.4 Our total liability for loss or damage to goods, whether resulting from negligence or otherwise, will not exceed a reasonable limit per item or per move, as specified in your quotation or otherwise made known to you before the service.

9.5 We are not liable for indirect or consequential losses, including loss of income, profit, business, goodwill, or opportunity, arising from or related to our services.

9.6 We are not liable for delays due to traffic, road conditions, accidents, or other matters beyond our reasonable control. Any time estimates are provided as approximations only.

10. Insurance

10.1 We recommend that you maintain suitable insurance to cover your goods during removal and transit, especially for high-value items or moves involving multiple locations.

10.2 Our liability under these Terms and Conditions is not a substitute for contents or business insurance. You should check your insurance policies to confirm coverage for goods in transit.

11. Waste Regulations and Clearance

11.1 Where we agree to remove and dispose of unwanted items, we will do so in accordance with applicable waste regulations and licensing requirements.

11.2 You must accurately describe any items to be disposed of and confirm that you have the right to request their removal.

11.3 We reserve the right to refuse the removal of hazardous, regulated, or specialist waste for which we are not licensed or equipped. This includes certain chemicals, medical waste, asbestos, and similar materials.

11.4 Any additional costs arising from misdescribed waste, contamination, or items requiring special treatment may be charged to you.

12. Delays, Postponements, and Storage

12.1 If we are unable to deliver your goods on the arranged date due to circumstances outside our control, such as delayed property access or key release, we may offer temporary holding of goods where possible. This may incur additional charges.

12.2 Where storage services are provided, either directly or through third parties, the terms relating to storage, access, charges, and insurance will be agreed separately and may be subject to additional conditions.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our service, you should notify us as soon as possible so that we can attempt to resolve the issue.

13.2 We will investigate complaints promptly and communicate with you to seek a fair resolution. You agree to give us a reasonable opportunity to address any concerns before taking further action.

14. Data Protection and Privacy

14.1 We collect and use your personal information as necessary to arrange and provide our services, process payments, manage bookings, and communicate with you.

14.2 We will handle your data in accordance with applicable data protection laws and will take reasonable steps to keep your information secure.

14.3 We will not sell your personal data to third parties. However, we may share limited information with subcontractors or partners where necessary to carry out the services you have requested.

15. Amendments to These Terms

15.1 We may update these Terms and Conditions from time to time. Any changes will apply to new bookings from the date on which they are published or otherwise communicated.

15.2 The version of the Terms and Conditions that applies to your booking will be the version in force on the date you confirm your booking, unless we agree otherwise with you in writing.

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 the provision of our services, 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 from or related to these Terms and Conditions or our services.

17. General Provisions

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

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

17.3 The Contract is between you and Movers Elephant and Castle. No other person shall have any rights to enforce any of its terms.

17.4 These Terms and Conditions, together with your booking confirmation and any agreed written variations, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or representations.