These Terms and Conditions set out the basis on which we provide domestic and commercial removal and associated services to customers in Elephant and Castle and surrounding areas. By booking our services, you agree that these Terms and Conditions form a legally binding agreement between you and us. Please read them carefully before confirming your booking.
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 The Company means the removal service provider offering removal, packing, transport, storage and related services.
1.2 The Customer or you means the person, firm or organisation requesting and responsible for the booking and payment of the services.
1.3 Services means any removal, packing, unpacking, loading, unloading, transport, storage or related services provided by the Company.
1.4 Goods means all items that the Customer asks the Company to handle, pack, move, store or otherwise deal with in the course of delivering the Services.
1.5 Contract means the agreement between the Company and the Customer made up of these Terms and Conditions together with any written quotation or booking confirmation.
2.1 The Company primarily provides services to customers located in and around Elephant and Castle and other nearby areas, as well as removals to and from destinations across the United Kingdom.
2.2 The exact scope of work, including collection and delivery addresses, dates, times, volumes, and any special instructions, will be specified in the quotation and booking confirmation issued by the Company.
2.3 Unless otherwise agreed in writing, the Services do not include: disconnecting or reconnecting appliances, dismantling or reassembling furniture, or removing fixtures or fittings.
3.1 A booking may be requested by the Customer via the Company’s accepted enquiry channels. Any initial quotation provided is an estimate only and is subject to amendment following a survey, inventory list, or further information from the Customer.
3.2 The Customer must provide accurate and complete information regarding the nature and quantity of Goods, property access, parking arrangements, stairs or lifts, and any unusual or heavy items. Failure to disclose relevant information may result in additional charges or cancellation of the Service at the Company’s discretion.
3.3 A booking is only confirmed when the Customer has accepted the quotation, agreed to these Terms and Conditions, and complied with any deposit or prepayment requirements set out in the quotation or booking confirmation.
3.4 The Company may refuse any booking request at its sole discretion, including where it reasonably believes that it cannot safely or lawfully carry out the requested Services.
4.1 The Customer is responsible for:
a) Ensuring that all Goods to be moved are properly packed and ready for loading, unless packing services have been agreed in writing.
b) Arranging suitable and legal parking for the Company’s vehicles at both collection and delivery locations, including permits where required.
c) Ensuring that the premises are accessible at the agreed times and that passages, staircases and lifts are suitable and safe for transporting the Goods.
d) Obtaining and paying for any necessary permissions, licenses, or permits (for example, parking suspensions) and ensuring that there are no restrictions preventing the Services from being carried out.
e) Being present or providing an authorised representative at collection and delivery to supervise the process, check inventories where applicable, and sign relevant documentation.
4.2 The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into this Contract in respect of the Goods.
4.3 The Customer must not include in the Goods any items which are dangerous, explosive, illegal, perishable, or otherwise unsuitable for transport or storage, such as firearms, flammable materials, gas cylinders, or live animals.
5.1 All prices are stated in pounds sterling and, unless otherwise indicated, are exclusive of any applicable taxes or surcharges.
5.2 The Company may require a deposit or full prepayment at the time of booking. The amount and due date will be clearly stated in the quotation or booking confirmation.
5.3 Any balance due must be paid in full on or before the completion of the Services, unless a different payment schedule has been agreed in writing.
5.4 The Company reserves the right to charge additional fees where:
a) The Customer requests extra services or changes to the agreed work on the day.
b) There are delays caused by the Customer, including waiting time beyond the reasonable control of the Company.
c) Access at collection or delivery addresses is significantly more difficult than stated by the Customer at the time of booking.
d) Additional Goods are presented that were not included in the original quotation.
5.5 If payment is not made when due, the Company may charge interest on the overdue amount at a reasonable commercial rate and may withhold delivery of Goods until payment is received in full.
6.1 If the Customer wishes to cancel or postpone the Services, notice must be given in writing as soon as possible.
6.2 The Company may apply reasonable cancellation or postponement charges, which will generally be calculated with reference to the time remaining before the agreed service date, including:
a) Minimal or no charge for cancellations notified well in advance of the scheduled date.
b) A percentage of the quoted price for cancellations notified within a moderate time frame before the scheduled date.
c) Up to the full quoted price where cancellation is notified at very short notice, including on the same day as the agreed service date.
6.3 Any specific cancellation fee structure or time frames may be set out in the quotation or booking confirmation and shall take precedence over this general clause.
6.4 The Company reserves the right to cancel or postpone the Services where it is unable to safely or lawfully carry them out, including due to adverse weather, access issues, safety concerns, or events beyond the Company’s reasonable control. In such cases, the Company will, where possible, offer an alternative date or a refund of any prepayments, subject to the Company’s reasonable costs already incurred.
7.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.
7.2 The Company will not be liable for:
a) Loss or damage arising from the Customer’s failure to properly pack Goods where packing services were not provided by the Company.
b) Damage to furniture or items that require dismantling or reassembly, unless the Company has undertaken such work with reasonable care and skill.
c) Loss or damage caused by wear and tear, atmospheric or climatic conditions, infestation, or inherent defects in the Goods.
d) Loss or damage resulting from the Customer’s failure to declare fragile or high-value items.
e) Loss of business, consequential loss, or loss of profits.
7.3 The Company’s liability for any claim in respect of loss of or damage to Goods, whether caused by negligence or otherwise, shall be limited to a reasonable amount per item or per consignment, subject to any higher figure expressly agreed in writing or covered by any applicable insurance arranged by the Customer.
7.4 The Customer is encouraged to arrange suitable insurance cover for the full value of the Goods being moved or stored. The Customer should not assume that the Company’s own insurance automatically covers all Goods or all types of loss.
7.5 The Company shall not be liable for any delay in performing or failure to perform its obligations under the Contract where such delay or failure results from events beyond its reasonable control, including but not limited to accidents, road closures, extreme weather, strikes, or other disruptions.
8.1 Any visible loss of or damage to Goods or property must be noted on the relevant delivery documentation at the time of delivery and brought to the attention of the Company’s representative.
8.2 The Customer must notify the Company in writing of any claim for loss of or damage to Goods or property as soon as reasonably practicable and in any event within a reasonable period after the completion of the Services.
8.3 The Customer must provide evidence of loss or damage and give the Company a reasonable opportunity to inspect the Goods and investigate the circumstances of the claim.
8.4 The Company will review and respond to claims and complaints in a fair and timely manner. Any settlement offered by the Company will be made in accordance with these Terms and Conditions and any applicable law.
9.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general waste carrier unless specifically agreed as part of the Service.
9.2 The Customer must not present for removal any items that constitute hazardous or controlled waste unless the Company has expressly agreed in writing to handle such items.
9.3 Where the Service includes the disposal of unwanted items, the Company will take reasonable steps to ensure that such items are taken to an appropriate recycling or disposal facility in accordance with applicable regulations.
9.4 The Customer may be responsible for additional charges associated with the lawful disposal of certain items, such as electrical goods, mattresses, or other items subject to particular disposal requirements.
10.1 The Customer must ensure that safe and suitable access is available at all relevant addresses. The Company is not liable for damage caused where access is restricted and the Customer has insisted that the Company proceeds despite such restrictions.
10.2 The Company will take reasonable care to avoid damage to property while carrying out the Services. However, the Company is not liable for damage to driveways, lawns, or other surfaces where the Customer has requested that vehicles or equipment be placed in areas that are not suitable for such use.
10.3 The Customer is responsible for any penalty charges, fines or tickets arising from inadequate parking arrangements, unless such fines are the direct result of the Company’s actions contrary to the Customer’s instructions.
11.1 Where storage services are provided, the Company will store Goods in a secure facility or containerised storage as specified in the quotation.
11.2 Storage charges will accrue from the agreed start date and are payable in advance or in accordance with any payment schedule set out in the quotation.
11.3 The Customer must keep their contact and billing details up to date while Goods are in storage.
11.4 If storage charges remain unpaid after reasonable notice has been given, the Company may exercise a lien over the Goods and ultimately sell or dispose of them to recover outstanding sums, in accordance with applicable law.
12.1 The Company will collect and process personal data of the Customer only to the extent necessary to manage bookings, provide the Services, handle payments, and deal with any enquiries or claims.
12.2 The Company will take reasonable measures to keep such data secure and will not share personal data with third parties except as necessary to deliver the Services, comply with legal obligations, or with the Customer’s consent.
13.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will normally apply only to bookings made after the date on which the revised Terms and Conditions are issued.
13.2 For any ongoing or long-term Services, the Company will notify the Customer of any material changes that may affect the Contract.
14.1 If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
15.1 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.
15.2 The parties agree that 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.
By confirming a booking with the Company, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
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