East London Removals Service Terms and Conditions
These Terms and Conditions set out the basis on which East London Removals provides residential and commercial removal, transport and related services within London and surrounding areas. By making a booking, accepting a quote, using our services, or allowing our team access to your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you must not use our services. These Terms and Conditions do not affect any statutory rights you may have under applicable consumer laws.
1. Definitions
In these Terms and Conditions, the following expressions have the following meanings:
Company means East London Removals and any authorised employees, agents or subcontractors acting on its behalf.
Customer means the individual, business or organisation that requests, books or pays for the services.
Services means any removal, relocation, transport, packing, loading, unloading, storage, or related services provided by the Company.
Premises means any property, building or location from or to which the Services are carried out.
Items means any furniture, boxes, personal belongings, equipment or other goods handled, transported or stored by the Company in the course of providing the Services.
Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written quote or confirmation provided by the Company.
2. Scope of Services
The Company provides domestic and commercial removal services, including but not limited to moving household contents, office equipment, and personal belongings, within London and the wider UK as agreed. Any specific details of the Services, such as the number of operatives, size of vehicle, date, time, and expected duration, will be set out in the quote or booking confirmation.
The Company reserves the right to refuse to move or handle any Items that it reasonably deems hazardous, illegal, unsafe, excessively heavy, or likely to cause damage to property, vehicles, or personnel.
3. Booking Process
3.1 Initial enquiry
Customers may request a quote by providing accurate details of the move, including addresses, access information, type and quantity of Items, and any special requirements such as disassembly, packing or storage.
3.2 Quotes
Quotes are based on the information supplied by the Customer and are valid for a limited period as indicated on the quote. The Company reserves the right to amend or withdraw a quote if the information provided is inaccurate, incomplete, or if the scope of work changes.
3.3 Accepting a quote
A Contract is formed when the Customer confirms acceptance of the quote and the Company issues a booking confirmation. Acceptance may be provided in writing or in any other form expressly accepted by the Company.
3.4 Booking confirmation
Once a booking is confirmed, the Company will allocate resources and schedule the job for the agreed date and time. The Customer is responsible for checking that all details in the confirmation are correct and notifying the Company promptly of any discrepancies.
3.5 Changes to bookings
Any request to change the date, time, addresses, access arrangements or scope of the Services is subject to availability and may result in an adjusted price. The Company is not obliged to accommodate changes but will make reasonable efforts to do so.
4. Customer Responsibilities
The Customer agrees to:
Provide accurate and complete information regarding the move, including full addresses, parking arrangements, floor levels, lift availability and any access restrictions.
Ensure that Items are properly packed, labelled and ready for transport unless the Company has agreed in writing to provide packing services.
Arrange suitable parking for the Companys vehicles as close as reasonably possible to the Premises and bear any parking charges, permits, congestion charges or fines arising from inadequate arrangements, except where caused solely by the Companys negligence.
Ensure that the Premises are safe and accessible for the Companys team, with clear routes for carrying Items.
Be present, or ensure an authorised representative is present, during loading and unloading to provide instructions and check Items.
Secure and remove any valuables, money, jewellery, important documents, or irreplaceable items, as the Company will not accept responsibility for loss or damage to such items unless specifically agreed in writing.
5. Payments and Charges
5.1 Pricing
Charges are based on the agreed rate, which may be calculated by time, distance, volume, or a fixed price, as set out in the quote or booking confirmation. Additional charges may apply for waiting time, extended hours, additional Items, or unforeseen difficulties such as poor access or lack of parking.
5.2 Deposits
The Company may require a deposit to secure a booking. The amount and due date of any deposit will be specified in the quote or booking confirmation. Deposits are usually non-refundable, subject to the cancellation terms set out in these Terms and Conditions.
5.3 Payment methods
The Company accepts commonly used payment methods as specified at the time of booking. All payments must be made in full in accordance with the terms set out in the booking confirmation or invoice.
5.4 Payment due dates
Unless otherwise agreed in writing, payment is due on or before completion of the Services on the moving day. For commercial Customers or larger projects, alternative payment schedules may be agreed in writing.
5.5 Late payment
If payment is not made when due, the Company reserves the right to charge interest on any overdue amount at the statutory rate and to recover any reasonable costs incurred in the collection of overdue sums. The Company may also suspend or withhold further Services until full payment is received.
6. Cancellations and Rescheduling
6.1 Customer cancellations
The Customer may cancel a booking by providing notice to the Company. Cancellation charges may apply depending on the notice period:
If cancellation is made more than a specified number of working days before the scheduled move date, the Company may refund part or all of any deposit at its discretion.
If cancellation is made on shorter notice, the Company may retain the deposit in full and may charge a percentage of the quoted price to cover allocated costs and loss of business.
If cancellation occurs on the same day as the scheduled move, the Company may charge up to the full quoted amount.
The exact cancellation terms, including notice periods and applicable charges, will be set out in the quote or booking confirmation where possible.
6.2 Rescheduling
Requests to reschedule a booking are subject to availability. If a request is made at short notice or results in additional costs to the Company, rescheduling fees may apply. The Company will advise the Customer of any such fees before confirming the new date.
6.3 Company cancellations
In the rare event that the Company must cancel a booking, for example due to safety concerns, severe weather, vehicle breakdown, illness, or other circumstances beyond its reasonable control, the Company will inform the Customer as soon as practicable and offer an alternative date or a refund of any amounts paid for Services not provided. The Company will not be liable for any consequential loss arising from such cancellation.
7. Access, Parking and Delays
The Customer is responsible for ensuring suitable access to and from the Premises. If access is restricted, requires long carries, use of stairs, or additional handling, the Company may apply extra charges and the work may take longer than estimated.
Waiting time caused by factors outside the Companys control, such as delayed key release, unavailability of the Customer or their representative, or lack of parking, may be charged at an hourly rate as set out in the quote or booking confirmation.
The Company will not be liable for delays caused by traffic, road conditions, accidents, or other events beyond its reasonable control, but will make reasonable efforts to minimise disruption and keep the Customer informed.
8. Packing, Handling and Excluded Items
If the Customer packs their own Items, they are responsible for ensuring that items are safely and securely packed in appropriate materials. The Company is not responsible for damage arising from inadequate or improper packing by the Customer.
The Company may refuse to carry certain Items, including but not limited to hazardous materials, explosives, flammable liquids, illegal goods, live animals, plants, perishable items, or Items prohibited by law. If such Items are transported without the Companys knowledge, the Customer will be responsible for any resulting loss, damage or legal consequences.
The Company does not undertake to dismantle or reassemble complex furniture, electrical equipment, or fittings unless expressly agreed in writing. If the Company does assist with such tasks as a courtesy, it does so without accepting liability for any resulting damage or improper functioning.
9. Liability and Limitations
9.1 General liability
The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for loss of or damage to Items or property, whether arising from negligence, breach of contract, or otherwise, is limited as set out in this section.
9.2 Exclusions of liability
The Company will not be liable for loss or damage arising from:
Inadequate or improper packing by the Customer.
Pre-existing defects or inherent vice in any Items.
Normal wear and tear, minor scratches or scuffs, or deterioration caused by age or condition.
Delay or failure in performance due to circumstances beyond the Companys reasonable control.
Loss of or damage to valuables, cash, jewellery, documents, data, or irreplaceable items unless specifically declared and agreed in writing beforehand.
9.3 Limitation of liability
To the fullest extent permitted by law, the Companys total liability for any claim or series of connected claims arising out of or in connection with the Services shall not exceed the lower of the replacement value of the damaged Items or a reasonable limit stated in the Companys quote or booking confirmation.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
10. Claims and Complaints
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and in any event within a reasonable period after the Services have been completed. The Customer should provide details of the alleged loss or damage and any supporting evidence, such as photographs.
The Company will investigate any complaint and may request to inspect the damaged Items. The Customer must retain the Items in the condition in which the damage was discovered until the investigation is complete.
The Company will respond to complaints within a reasonable timeframe and may, at its discretion, offer repair, replacement, compensation up to the applicable liability limit, or another suitable remedy.
11. Waste, Disposal and Recycling
The Company operates in accordance with applicable waste management and environmental regulations. The Company is not a general waste carrier and will not remove household refuse, builder's rubble, hazardous waste, or any materials that require specialist disposal, unless expressly agreed in writing and permitted by law.
Where the Company agrees to remove Items for disposal or recycling, the Customer warrants that they have the right to dispose of those Items and that they are not hazardous or prohibited. The Company may charge additional fees for disposal services and reserves the right to refuse Items that cannot be legally or safely transported.
The Customer is responsible for any fines, penalties or legal consequences arising from providing incorrect information about waste or attempting to dispose of prohibited materials through the Company.
12. Subcontracting
The Company may use vetted subcontractors or partner companies to carry out part or all of the Services. In such cases, the Company will remain the main point of contact for the Customer and will be responsible for ensuring that the Services are delivered in accordance with the Contract, subject to these Terms and Conditions.
13. Insurance
The Company maintains appropriate insurance cover for its operations in line with industry practice. Details of insurance cover and any applicable limits are available upon request. It is the Customers responsibility to consider whether additional insurance is required for high-value Items or specific risks and to arrange such cover independently if necessary.
14. Privacy and Data Protection
The Company will collect and use personal information about the Customer and, where relevant, their representatives for the purposes of providing the Services, processing payments, and managing the Contract. The Company will handle personal data in accordance with applicable data protection laws and will not sell or disclose personal information to third parties except as reasonably required to provide the Services, comply with legal obligations, or enforce its rights.
15. Termination
Either party may terminate the Contract immediately by written notice if the other party commits a serious breach of these Terms and Conditions and fails to remedy that breach within a reasonable period after being notified. The Company may also terminate the Contract if it reasonably considers that proceeding with the Services would be unsafe, unlawful, or materially different from what was agreed.
On termination, the Customer must pay for all Services provided up to the date of termination and any committed costs or charges incurred by the Company in reliance on the Contract.
16. 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 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, whether contractual or non-contractual in nature.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed severed from the remaining terms, which shall continue in full force and effect.
Any failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall not be deemed a waiver of that or any other right or remedy.
The Contract is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract unless otherwise agreed in writing.
