Terms and Conditions for Man With Van Elephant and Castle

These Terms and Conditions set out the basis on which Man With Van Elephant and Castle provides removal, transport, loading, unloading, and related moving services within the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to create a fair and transparent agreement for both parties and to clarify what is included, what is excluded, and how the service operates from booking through to completion. For the purposes of these Terms and Conditions, references to ???we??�, ???us??�, and ???our??� mean the service provider, and references to ???you??� and ???your??� mean the customer making the booking or receiving the service.

Man with van Elephant and Castle services are provided subject to availability, vehicle suitability, lawful access, and the information supplied by the customer at the time of booking. The service is designed for domestic and commercial transport, collection, delivery, and short- to medium-distance moves where a flexible vehicle and labour solution is required. Any additional requirements, such as dismantling, waiting time, stairs, or specialist handling, must be disclosed before the job starts so that they can be assessed properly.

The customer is responsible for ensuring that all information provided is accurate and complete. This includes, without limitation, collection and delivery addresses, item descriptions, access conditions, parking restrictions, stair counts, lift availability, and any items needing extra care. Where inaccurate or incomplete information affects the work, we may revise the price, adjust the vehicle or manpower provided, refuse to proceed, or charge for any additional time or costs incurred. Clear and timely communication helps the booking run smoothly and reduces the risk of delay.

Booking Process

All bookings are subject to confirmation. A booking request does not become binding until we have accepted it, confirmed availability, and, where applicable, received any required deposit or prepayment. We may decline a booking at our discretion where the work falls outside the scope of our services, where the requested date or time is unavailable, or where the information supplied indicates that the job cannot be safely or lawfully completed.

The quote provided at the booking stage is based on the details supplied by the customer. It may be a fixed price, an hourly rate, or a combination of both. The price assumes the job is carried out during the agreed service window and on the basis of the items, labour, and access conditions stated. If the actual job differs from the description, we reserve the right to amend the quoted price to reflect the time, labour, vehicle size, fuel, waiting, or equipment required. Any change will be discussed where practicable before additional charges are applied.

If the customer requests changes after booking, we will try to accommodate them, but we are not obliged to do so. Changes may include a revised collection time, additional stops, extra items, different access arrangements, or a larger vehicle. Where a change affects availability or cost, a new quote may be issued. The customer remains responsible for any reasonable costs incurred as a result of changes requested by them, including wasted attendance, re-routing, or additional labour.

We aim to arrive within the agreed time slot, but arrival times are estimates unless expressly stated otherwise. Delays may occur due to traffic, weather, road restrictions, prior job overruns, or matters outside our control. We will take reasonable steps to keep the customer informed of significant delays. If access at the collection or delivery point is not possible, unsafe, or unlawful, we may wait for a reasonable period, reschedule, or treat the job as aborted, in which case charges may still apply.

Payments

Payment terms will be confirmed during booking. Unless otherwise agreed in writing, payment is due in full on completion of the service and before unloading is finalised or the vehicle leaves the destination. We may require a deposit, advance payment, or card pre-authorisation for certain bookings, especially for larger moves, long-distance work, weekend jobs, urgent requests, or work involving third-party costs. Deposits are used to secure the booking and may be non-refundable where stated at the time of payment.

We accept payment methods that are specified at the point of booking or invoicing. If payment is not made when due, we may suspend services, retain goods in transit where lawful and safe to do so, charge reasonable storage or redelivery costs, and recover any debt collection or legal costs permitted by law. The customer is responsible for ensuring that the payer has authority to make payment on their behalf. All prices are stated in pounds sterling unless otherwise confirmed.

Where an invoice is issued after completion, the payment period will be stated on the invoice. Any disputed element of an invoice must be raised promptly and in good faith. Undisputed amounts must still be paid by the due date. We reserve the right to charge interest on overdue sums and reasonable costs of recovery in accordance with applicable UK law.

Cancellations and Amendments

The customer may cancel a booking by giving notice as soon as possible. Cancellation charges may apply depending on the notice period, the type of booking, and whether resources have already been committed. Where a deposit has been paid, it may be retained in whole or in part to cover administration, reserved time, and any preparatory work already undertaken. If the customer cancels after the vehicle or team has been dispatched, or after attendance at the collection point, a larger cancellation fee may apply.

We may cancel or reschedule a booking if the service cannot be safely delivered, if there is a material misrepresentation by the customer, if access conditions are unsuitable, if the vehicle required is unavailable due to a breakdown or emergency, or if circumstances beyond our control prevent performance. In such cases, we will seek to offer an alternative date or, where appropriate, a refund of sums paid for the unperformed element of the service. We are not liable for indirect losses arising from a lawful cancellation or rescheduling.

Liability and Customer Responsibilities

We will take reasonable care in handling and transporting items entrusted to us. However, liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, weak packaging, concealed defects, normal wear and tear, or damage caused by items not properly prepared for transit. The customer must ensure that goods are suitably packed, labelled, and protected unless packing assistance has been specifically agreed as part of the service. Fragile, valuable, or sentimental items should be declared in advance and, where appropriate, transported separately by the customer.

The customer must secure loose items, disconnect appliances where safe and necessary, and arrange for utilities, access permissions, and parking arrangements where these are the customer???s responsibility. We are not liable for delays or loss caused by restricted access, inaccurate instructions, broken lifts, unsuitable parking, traffic enforcement, or refusal of entry at the destination. If the customer instructs us to move items in a way that appears unsafe, unlawful, or likely to cause damage, we may refuse that instruction.

Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. The customer should retain packaging and provide photographs, a description of the issue, and any relevant supporting evidence. Our liability for proven damage, where established, may be limited to repair, replacement, or the fair market value of the affected item, subject to the overall limitation set out in law and any insurance terms that apply. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

Nothing in these Terms and Conditions affects your statutory rights. If a matter is not covered here, it will be dealt with in accordance with applicable consumer and contract law in the UK. Any conditions or assurances not expressly agreed in writing are not part of the contract. The customer acknowledges that moving services involve manual handling and road transport risks, and accepts that reasonable care, rather than absolute guarantee, is the standard applied to the service.

Waste Regulations

Where our service includes removal of unwanted items, packaging, or other material that may constitute waste, the customer must not ask us to dispose of anything that is hazardous, prohibited, or improperly described. Waste must be declared accurately before collection. This includes, without limitation, electrical items, mattresses, white goods, furniture, renovation debris, garden waste, and mixed household waste. We reserve the right to refuse any waste that cannot be transported or disposed of lawfully.

The customer is responsible for ensuring that any waste handed over for removal is theirs to dispose of or that they have the right to authorise its transfer. We will only handle waste in compliance with applicable UK waste regulations and may require separation, additional documentation, or evidence of lawful disposal arrangements. Where a booking involves waste, the customer agrees that we may charge for sorting, loading, disposal fees, recycling charges, or waiting time related to lawful handling.

We do not carry controlled waste, hazardous materials, asbestos, chemicals, pressurised containers, clinical waste, or any item that is prohibited by law unless expressly agreed in writing and lawfully permitted. If prohibited items are discovered after collection has begun, we may stop the service, isolate the item if safe to do so, and seek instructions from the customer. The customer remains liable for any fines, penalties, or disposal costs arising from inaccurate descriptions or illegal disposal requests.

General Provisions

We may subcontract or use suitably qualified personnel to deliver all or part of the service. This does not affect our obligations to the customer under these Terms and Conditions. Any delay, failure, or omission caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, strikes, fuel shortages, legal restrictions, or breakdowns, will not amount to a breach of contract, provided we act reasonably to minimise the effect.

The contract between the parties is formed in English, and these Terms and Conditions are intended to be interpreted in accordance with the ordinary meaning of the words used. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right under these terms does not constitute a waiver of that right.

Governing Law

This agreement, and any dispute or claim arising from or in connection with it, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction except where consumer law provides otherwise. By booking the service, the customer agrees that the relationship is governed by UK law and that any legal proceedings must be brought in the appropriate courts of the relevant jurisdiction.

These Terms and Conditions apply to all bookings unless amended in writing and agreed by both parties. They are designed to provide a clear framework for a professional man with van Elephant and Castle service while keeping the process fair, lawful, and practical for customers across the UK. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms.