Terms and Conditions for Removals Elephant and Castle
These Terms and Conditions set out the basis on which Removals Elephant and Castle provides domestic and commercial moving services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. They are designed to create a clear understanding of the moving service agreement, including the booking process, payment rules, cancellation rights, liability limits, waste handling obligations, and the law that applies to the contract. For the avoidance of doubt, these terms apply to all standard removal services, including packing, loading, transport, unloading, and associated labour, unless otherwise agreed in writing.
In these terms, references to “we”, “us”, or “our” mean the service provider trading as Removals Elephant and Castle. References to “you” or “the customer” mean the person, business, or organisation requesting the service. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. We may update these terms from time to time, but the version accepted at the point of booking will apply to that particular service unless a change is required by law.
The purpose of these terms is to ensure that each removals service is carried out safely, efficiently, and with reasonable care. Customers should read them carefully before confirming a booking. A booking should only be made where the customer has authority to agree to the service on behalf of all relevant parties, including landlords, tenants, property owners, or business representatives where applicable. Nothing in these terms affects your statutory rights under UK law.
Bookings are normally made after we provide a quotation based on the information supplied by the customer. Quotations may be given by phone, email, online form, or other written communication, and are usually based on the number of items, access conditions, distance, timing, and any additional services requested. To ensure an accurate quote for house removals or office removals, the customer must provide complete and correct details, including inventory, parking restrictions, staircase access, lift availability, special handling needs, and any items that require dismantling or reassembly.
A booking is confirmed only when we have accepted the job in writing and, where required, received the agreed deposit or full payment. Any estimate provided before confirmation is not a binding reservation. If the customer changes the scope of work after booking, such as adding extra items, changing addresses, or requesting additional labour, we may revise the price and the schedule. We reserve the right to refuse or cancel a booking where the information supplied is materially inaccurate, where access is unsafe, or where the customer fails to cooperate with reasonable pre-move arrangements.
It is the customer’s responsibility to ensure that someone authorised to make decisions is available on the moving day, whether at collection, delivery, or both. 
If access is delayed because the customer, their representative, or a third party is unavailable, waiting time charges may apply. The customer should also ensure that the property is ready for the move, including securing pets, protecting fragile items, and arranging parking permissions where this is required. Any instructions given on the day must be lawful and consistent with the agreed scope of the removal services.
Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due in full on completion of the service, or in advance where a deposit or prepayment is requested to secure the date. We may accept payment by bank transfer, card, or another approved method. Any bank charges, failed payment fees, or currency conversion costs must be paid by the customer if they arise from the chosen payment method. All charges are quoted in pounds sterling unless stated otherwise.
Deposits, where applicable, are used to reserve staffing and vehicle availability and may be non-refundable except as set out in the cancellation section below. If a customer requests additional services on the day, such as extra loading time, additional stops, packing materials, or the disposal of unwanted items, these will be invoiced separately. Moving company terms may also include minimum charges, weekend rates, or out-of-hours fees, all of which will be disclosed where relevant before the service begins.
Late or non-payment may result in suspension of future services, recovery action, or the retention of goods only to the extent permitted by law. We may charge interest on overdue sums at the statutory rate applicable to commercial debts or, for consumers where permitted, at a reasonable rate reflecting our administrative costs. Nothing in these terms prevents us from seeking reimbursement of costs incurred in recovering unpaid amounts. If a payment dispute arises, the customer must notify us promptly and pay any undisputed part of the invoice without delay.
Cancellations must be made as soon as possible and, where practicable, in writing. If you cancel a booking more than 7 days before the scheduled move, any deposit may be refundable minus reasonable administrative costs, unless otherwise stated in the booking confirmation. If you cancel within 7 days of the scheduled date, we may retain some or all of the deposit, or charge a cancellation fee that reflects the loss of reserved time and labour, unless we are able to rebook the slot.
Where a cancellation is made within 48 hours of the agreed start time, or where the customer fails to be ready for the move, a larger proportion of the agreed fee may become payable. This is because staff, vehicles, and planning resources have already been allocated. If the service is cancelled due to extreme weather, road closures, safety concerns, or legal restrictions beyond our control, we will attempt to reschedule the move where possible. We will not be responsible for any indirect losses caused by cancellation unless required by law.
If you need to amend the date or time, we will try to accommodate changes subject to availability. However, alterations are not guaranteed and may require a revised quotation. For removals services booked during peak periods, short-notice changes may be treated as cancellations for pricing purposes. The customer should notify us immediately if there is any risk of delay, access problems, or a need to postpone the move. We will act reasonably and in good faith when considering any request to vary the booking.
We will take reasonable care when handling goods, but our liability is limited to losses directly caused by our negligence or breach of contract. We are not liable for loss or damage arising from items that were inadequately packed by the customer, unless we specifically agreed to pack them and failed to do so with reasonable care. Customers should ensure fragile, valuable, or sentimental items are properly identified and protected. Any claims for damage must be reported promptly and supported by evidence, including photographs where available.
We do not accept responsibility for pre-existing defects, wear and tear, inherent vice, electrical or mechanical failure, or damage resulting from items being old, unstable, or unsuitable for transport. Unless expressly agreed in writing, we do not provide insurance for goods; customers are encouraged to arrange appropriate contents or transit insurance for the full replacement value of their belongings. If we recommend a specialist, that recommendation is provided for convenience only and does not create liability on our part.
Where we dismantle or reassemble furniture, our responsibility is limited to performing that task with reasonable skill and care. We are not liable for damage caused by hidden weaknesses, poor construction, missing fixings, or manufacturer faults. 
If a property, staircase, doorway, lift, floor, wall, or other structure is damaged because of unsuitable access, lack of protection, or incorrect information provided by the customer, liability may be excluded to the extent permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Waste disposal and removal of unwanted items are subject to UK waste regulations. We will only remove, transport, or dispose of waste where this has been expressly agreed in advance and where the waste type is lawful for us to handle. The customer must disclose the nature of any waste, including whether it is household waste, packaging, furniture, green waste, electrical equipment, or other materials. We will not knowingly collect hazardous, clinical, asbestos-containing, contaminated, or illegal waste.
Where waste is taken away as part of a service, the customer confirms that they have the right to dispose of it and that no third-party ownership issues apply. We may refuse any item that we reasonably believe may breach environmental, transport, or waste-handling laws. Depending on the type of waste, additional charges may apply for segregation, loading, licensed disposal, recycling processing, or documentation. Customers must not place prohibited items in our vehicle without prior written agreement.
We will comply with applicable obligations under UK environmental and waste legislation, including duty-of-care principles, carrier requirements, and lawful disposal practices. If waste transfer notes, inventories, or proof of disposal are required for a job, these may be issued or retained in accordance with legal and operational requirements. The customer accepts that once waste has been lawfully transferred for disposal, items may not be recoverable. Any attempt to conceal hazardous materials or misdescribe waste may result in immediate termination of the service and additional charges.
Delays caused by traffic, adverse weather, accidents, access restrictions, or events outside our reasonable control may affect completion times. Where such delays occur, we will use reasonable efforts to keep the customer informed and to complete the work as soon as reasonably practicable. We are not responsible for losses resulting from circumstances beyond our control, including industrial action, acts of government, utility failures, or road network disruption.
The customer must ensure that goods are ready for collection, including disconnection of appliances where appropriate and lawful, emptying of drawers or containers where needed for safe carrying, and removal of prohibited or dangerous items. We may refuse to move items that are unsafe, unlawful, excessively heavy, or likely to damage property, vehicles, or persons. Our team may also decline to lift items if the weight, condition, or access makes the task unsafe, unless suitable additional equipment or assistance has been arranged in advance.
Any estimate of time, vehicle size, or crew size is made in good faith but is not guaranteed unless expressly stated as fixed in writing. The customer agrees to cooperate with reasonable instructions from our staff to help the move proceed safely and efficiently. If the customer, their agent, or a third party interferes with the service, provides misleading information, or behaves abusively, we may suspend the job and charge for time already incurred, subject always to applicable law.
Complaints should be raised promptly so that we can investigate and, where appropriate, offer a remedy. We may request supporting information such as photographs, delivery records, or a description of the issue. Any remedy may include repair, replacement, refund, or a price adjustment, depending on the nature of the problem and the extent of our responsibility. If a claim is not raised within a reasonable time, this may affect our ability to investigate it properly.
These terms are governed by the laws of England and Wales, and any dispute arising from or relating to the service shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. If the customer is based elsewhere in the UK, this governing law clause still applies unless mandatory consumer rights provide otherwise. Nothing in these terms prevents either party from seeking informal resolution first or from using an alternative dispute resolution method where suitable.
By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these removals terms and conditions. They are intended to be fair and balanced, setting out the expectations for both parties when using a professional UK removals company. We recommend keeping a copy of the quotation and confirmed booking details for your records, as together with these terms they form the complete service agreement between the customer and Removals Elephant and Castle.