E&G UK Services Ltd

Terms and Conditions

E AND G (UK) SERVICES LTD

Last updated: 31 July 2026

1. Who we are, and who you're contracting with

Your contract is with E AND G (UK) SERVICES LTD (company no. 05342105), of Rear of Unit 1-3 County House, Heron Trading Estate, Robert Way, Wickford, Essex, SS11 8BN — contact customersupport@eagus.com.

We may use subcontractors or delivery partners to carry out part of the service — for example, our delivery partners in Ghana. These Terms cover them too.

2. Definitions

  • "we", "us", "our" — E AND G (UK) SERVICES LTD, our employees and agents, and any subcontractor or delivery partner we use to complete part of the carriage.
  • "you", "your" — the sender, the recipient, and anyone else with a legal interest in the shipment.
  • "carriage" — everything we do to collect, transport, and deliver your shipment, including any part we subcontract.
  • "shipment" — the goods you give us, and that we accept, under a booking.
  • "prohibited items" — anything we're not legally allowed to carry under UK, Ghanaian, or international law, or anything listed on our Restricted Items page.

3. Acceptance of these Terms

By booking a collection, or by giving us your goods, you accept these Terms — on behalf of yourself and anyone else with an interest in the shipment — whether or not you've signed anything. Our employees, agents, and subcontractors can also rely on these Terms. Only Ebenezer Essel (director) can agree to change these Terms, and only in writing. If you give us instructions, written or spoken, that conflict with these Terms, we're not bound by them unless the change has been agreed in writing by that person.

4. Scope of the contract

These Terms apply to every booking you make with us — by phone, through the website, or in person — and to every leg of the carriage, whether that's by road (UK collection), sea, or air.

5. Our services

Sea freight is our core service. We collect door-to-door and consolidate your goods into one of our containers, which we load at our warehouse, for shipping to Ghana. Containers depart roughly every 5 days, so you're not tied to a single monthly sailing. Typical transit time is 4–6 weeks (see Section 10). There's a minimum order value of £80 for sea freight, subject to change.

RoRo (Roll-on/Roll-off) vehicle shipping is available for cars and other vehicles, to personal as well as commercial and trade customers.

For commercial and trade customers, sea freight also covers:

  • collection directly from a supplier's warehouse, or delivery to our own warehouse ahead of shipping;
  • whole container loads (FCL), for customers moving a large volume of goods, arranged either:
    • door-to-port — we deliver an empty container to your premises for you to load (subject to there being enough room for a 20ft/40ft container transporter to manoeuvre), then ship it to the port of your choice, where you arrange collection and pay any fees and duty yourself; or
    • port-to-port — you arrange delivery to the origin port and collection from the destination port yourself.

Door-to-port FCL is also available to personal customers moving a large volume of goods (for example, a house move), not just commercial ones. We don't offer FCL as a full door-to-door service to a Ghanaian address.

See Section 12 for the full terms covering RoRo and FCL shipments.

Air freight is available where speed matters more than cost — typically around 7 days, with door-to-door service available depending on destination. We manage the shipping process and paperwork on your behalf. See Section 7 for how air freight is priced, and Section 9 for weight limits.

Packaging supplies — let us know when you book and we'll drop off barrels or boxes in advance, then collect once you've finished packing. This is requested through the same booking process, selecting "Packaging Supplies" as the collection type.

We are a freight forwarder, not the shipping line or the customs authority. We arrange transport of your goods; we do not control sea/air transit schedules, port or airport operations, or Ghanaian customs processing times.

6. Booking a collection

  • Submitting a booking through the website creates a booking request, not a confirmed booking. A member of our team will call you, normally within 24 hours, to confirm your collection date and details.
  • Your booking is not confirmed until we've spoken to you and assigned a driver. If we're unable to reach you, unconfirmed booking requests may be automatically cancelled after 7 days.
  • When booking, you choose the type of collection — Sea Freight, Air Freight, or Packaging Supplies — and provide accurate details for that request.
  • You're responsible for giving us accurate sender details, collection address, and a description of the items being shipped. We rely on this information to plan collection and to correctly record what we're shipping on your behalf.
  • You're also responsible for giving us the correct recipient details, especially their contact phone number. We encourage you to check this information is correct before confirming your booking.
  • We may decline or reschedule a booking — for example if your address falls outside our current service area, or if a collection date is no longer available.

7. Prices and payment

  • We publish an indicative price list on our website as a guide. This is not a quote, and prices on it may change at any time.
  • Sea freight: the final price is calculated by our driver on the day of collection, based on the actual volume, weight, and nature of the items you're sending. No price is fixed at the time of booking.
  • Air freight: priced at £13/kg, charged on whichever is greater — actual weight, or volumetric weight (Length × Width × Height in cm, divided by 6000) — with a minimum charge of 10kg. Laptops and phones are charged separately from the rest of your shipment, for insurance purposes.
  • We accept payment by cash, bank transfer, or card at collection. Our card machine accepts all major UK debit and credit cards, except American Express. You can also settle your balance after collection using a payment link we send by WhatsApp or email.
  • We do not charge VAT on our freight/shipping services.
  • If a company you've purchased goods from charges VAT and you need a certificate of shipment as proof of export, we can provide one — but we need a full invoice from them showing the VAT amount in order to do so. Not every company will provide this on request, so it's best to check with them before relying on us being able to supply a certificate.
  • If your balance isn't paid in full, our system automatically applies a hold to your shipment: it's stored at our warehouse in Ghana and not delivered until payment is received in full. We'll make reasonable efforts to contact you during this time to recover the outstanding balance.
  • If a balance remains unpaid 60 days after collection, we may sell the goods on the open market to recover the cost of shipping, having made reasonable efforts to reach you first.
  • If there's a payment dispute, contact us and we'll investigate. Refunds, where agreed, are issued manually (typically by bank transfer, regardless of how you originally paid) and recorded against your booking for audit purposes.

8. Dangerous, restricted, and prohibited items

We do not carry dangerous goods under any circumstances, including (but not limited to) anything covered by ICAO, IATA, IMDG, or ADR dangerous goods regulations.

You must not send items that are illegal, dangerous, or restricted for shipping to Ghana. See our Restricted Items page for the current list. By booking with us, you confirm the contents of your shipment have been accurately described to us — this responsibility stays with you even where we've helped complete any paperwork.

Your shipment may be screened or opened for inspection, by us or by customs, at any point during carriage.

If you send a restricted or prohibited item, or misdescribe what you're sending:

  • we may refuse to ship it, or hold, return, or dispose of it at your cost;
  • we're not liable for any loss, delay, seizure, or destruction of such items by customs or other authorities.

9. Size and weight

There's no set maximum weight for sea freight items. For air freight, no single item may weigh more than 32kg.

10. Collection, transit, and delivery

  • Estimated transit time is 4–6 weeks from collection to delivery in Ghana. This is an estimate, not a guaranteed delivery date.
  • If a shipment is delayed, we'll flag this on the tracking page with a general notice. We don't commit to a specific revised delivery date.
  • We are not liable for delays caused by matters outside our reasonable control, such as customs processing, port congestion, bad weather, or carrier scheduling.
  • We manage your shipment door-to-door, including delivery to the recipient's address in Ghana.

11. Customs clearance

You appoint us as your agent to handle customs clearance for your shipment into Ghana. You confirm that all information you give us about your shipment is true and complete. Giving us false or misleading information risks seizure, forfeiture, or destruction of your shipment by customs authorities, and could expose you to criminal or civil liability — this sits with you, not us, even where we've helped complete paperwork. You agree to cover any costs, fines, or claims we face as a result of inaccurate information you've given us.

For standard door-to-door shipments, our price includes Ghanaian import duty and tax — there's nothing further to pay on delivery.

For RoRo (vehicle) and whole container load (FCL) shipments, import duty and tax are payable by the customer directly to Ghanaian customs, rather than being included in our price. Where needed, we can offer support and guidance through our agent in Ghana to help with this process. See Section 12 for the full terms covering these shipment types.

We'll do what we reasonably can to keep customs clearance moving, but we're not liable for delays caused by customs officers or other government authorities acting outside our control.

12. RoRo and whole container load (FCL) shipments

This section applies in addition to the rest of these Terms where you book RoRo vehicle shipping or a whole container load (FCL, arranged either door-to-port or port-to-port) — rather than our standard door-to-door sea freight service. RoRo, and door-to-port FCL, are available to personal as well as commercial and trade customers.

RoRo (vehicle shipping):

  • You must be the registered keeper of the vehicle, or have the registered keeper's written authority to ship it, and must provide the vehicle's V5C (logbook) or equivalent proof of ownership before we accept it.
  • You're responsible for notifying DVLA that the vehicle is being permanently exported, in line with your obligations under UK law.
  • The vehicle must be able to be driven onto the vessel under its own power — we cannot accept a vehicle that needs to be towed.
  • The vehicle must be in good condition, with no bodywork damage, at the point of collection.
  • Only items directly relevant to the vehicle — for example a spare tyre, jack, or first aid kit — may travel inside it. Personal effects or belongings are not allowed to be carried in the vehicle and must be booked and shipped separately.
  • We do not ship any vehicle more than 10 years old, measured from its year of manufacture, in line with Ghana's import age restrictions. Vehicles also require a DVLA (Ghana) technical inspection after customs clearance, before they can be registered for road use.
  • RoRo costs are calculated using the vehicle's dimensions for anything other than a standard saloon car — if you'd like a quote, please provide the vehicle's dimensions.
  • Once your vehicle reaches the destination port in Ghana, we do not accept liability for its loss or damage. You're responsible for arranging your own insurance for the vehicle, both during transit and after arrival.

Whole container loads (FCL):

  • FCL is arranged either door-to-port or port-to-port — see Section 5 for what each involves. We don't offer FCL as a full door-to-door service to a Ghanaian address.
  • Our responsibility ends once the container reaches the destination port in Ghana. Collection, customs clearance, and any import duty/tax from that point are your responsibility (see Section 11), though we can put you in touch with our agent in Ghana for support if needed.
  • If you don't collect your container within the port's free storage period, the port authority or shipping line may charge demurrage or storage fees directly to you. We're not liable for these charges and don't cover them.

13. Cancellations

  • Cancellation requests are handled by our team on a case-by-case basis — this isn't a self-service option on the website. Contact us to request a cancellation.
  • Once your shipment has been loaded into the container, it can no longer be cancelled.
  • If we've already collected your goods, you have 12 hours from collection to notify us that you intend to cancel — after that, your goods will typically already be loaded into the container and cancellation is no longer possible.
  • Where a cancellation is agreed and a refund is due, it's processed as described in Section 7.

14. Our liability

If your goods are lost or damaged while in our care, our liability depends on how they travelled:

Sea and road:

  • brand-new items, confirmed new and evidenced by the original receipt (or, where that's not available, still in their original manufacturer's packaging): full compensation — either a cash payment or a replacement item, at our discretion;
  • everything else — including anything packed by you that can't be verified as new — compensation for loss is limited to between £150 and £250 per package, with damage assessed individually against the packaging used and the nature of the damage.

Air freight:

  • brand-new items, confirmed new and evidenced by the original receipt (or still in their original packaging): full compensation — either a cash payment or a replacement item, at our discretion.

Report loss or damage at the time of delivery wherever possible — for example, flag visible damage to the driver at the point of delivery rather than afterwards. All used TVs are tested for power and screen damage at the point of collection, and tested again at the point of delivery, to confirm their condition.

For the air leg of any international shipment, the Montreal Convention 1999 sets a default liability floor of 26 Special Drawing Rights (SDR) per kilogram — around £27–28/kg at current exchange rates, which moves with the SDR rate. This took effect 28 December 2024 (up from 22 SDR/kg) and is reviewed roughly every 5 years. The Convention allows carriers to voluntarily promise more than this floor, which is what our full-compensation commitment for new, boxed air freight items above does.

Regardless of the above:

  • Nothing here limits liability for death or personal injury caused by our negligence, fraud, or anything else that can't legally be excluded.
  • To claim, you'll need to report the issue and provide evidence — see Section 17 (Claims).
  • We're not liable for indirect or consequential losses (lost income, lost opportunity, and so on).

15. Exclusions

We're not liable for loss, damage, delay, or non-delivery caused by:

  • events outside our control — extreme weather, fire, flood, disease, war, civil unrest, strikes, or similar;
  • disruption to transport networks, or mechanical failure of a vehicle, vessel, or aircraft not operated by us;
  • a defect that already existed in the goods before we collected them;
  • theft or arson by someone we don't employ or subcontract;
  • your breach of these Terms, or an act or omission by customs, an airline, a port, or a government official;
  • your shipment containing a prohibited item, even if we accepted it by mistake.

You confirm, at the point of collection, that any electrical items in your shipment are in good working order. We may spot-check this at collection.

We are not a common carrier and do not accept liability as such.

16. Insurance

We recommend you insure valuable or irreplaceable items independently before sending them. We don't arrange or sell insurance ourselves.

17. Claims

Claims from third parties: if someone other than you brings a claim against us relating to your shipment, you agree to cover our costs and expenses in dealing with it, even if we were at fault.

Making a claim: if you want to claim for a lost, damaged, or delayed shipment:

  • tell us in writing — this includes a WhatsApp message, photo, or video, as well as email — within 48 hours of delivery, and for visible loss or damage, please flag it to the driver at the point of delivery itself wherever you can (see Section 14);
  • we take photos of your goods at both collection and delivery, which we use as the baseline record if there's a dispute about condition;
  • you'll need to make the goods and their original packaging available for us to inspect;
  • if you decline packaging we've recommended — including packaging supplies bought from us — and damage results from inadequate packaging, we're not liable for that damage;
  • your right to bring a claim against us ends 6 months after the date of delivery, or the date delivery should have happened.

18. Your obligations

By booking with us, you confirm that:

  • you own the goods being shipped, or have the right and authority to send them;
  • the information you give us (sender, recipient, item description, value) is accurate;
  • the goods comply with UK export law and Ghanaian import law, and are not restricted or prohibited items (see Section 8).

19. Delivery to the recipient

All shipments are delivered to the recipient's address in Ghana. If we're unable to reach the recipient to complete delivery, we'll contact the sender to ask whether the goods should instead be delivered to someone else. We don't apply a fixed maximum timeframe in this situation — we'll keep trying to reach you and/or your recipient and resolve it case by case.

20. Website use

  • You may use this website to browse our services, request a booking, and track a shipment. You must not misuse the website (for example, attempting to access accounts or data that aren't yours, or submitting false booking information).
  • Website content (text, logo, images) belongs to E AND G (UK) SERVICES LTD or its licensors and may not be copied or reused without permission.
  • We may update or take down the website, or any part of it, at any time.

21. Complaints

If something's gone wrong, contact us at customersupport@eagus.com and we'll do our best to put it right.

22. Changes to these Terms

We may update these Terms from time to time. The version published on our website at the time you book applies to that booking.

23. Governing law

If any part of these Terms is found invalid or unenforceable, the rest remains in force. These Terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales.

24. Contact us

E AND G (UK) SERVICES LTD

Rear of Unit 1-3 County House, Heron Trading Estate, Robert Way, Wickford, Essex, SS11 8BN

customersupport@eagus.com