Terms and Conditions

Terms and Conditions for Man with Van Elephant and Castle Services

These Terms and Conditions set out the basis on which Man with Van Elephant and Castle provides man and van, removals, transport, and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means the operator of Man with Van Elephant and Castle providing man and van and removal services.

1.2 "Customer" means the individual or business who makes a booking for services or on whose behalf a booking is made.

1.3 "Services" means all man and van, removal, transport, loading, unloading, and related services supplied by the Company.

1.4 "Goods" means all items, property, furniture, equipment, and personal effects that are the subject of the Services.

1.5 "Vehicle" means any van or other transport used by the Company to carry out the Services.

1.6 "Service Area" means the areas in which the Company operates, primarily serving customers in and around Elephant and Castle and other locations within the United Kingdom.

2. Scope of Services

2.1 The Company provides man and van and removal services for residential and commercial customers, including the transport of Goods, loading and unloading assistance, and related services as agreed at the time of booking.

2.2 The Company does not provide specialist removal services such as the dismantling or installation of complex systems or the handling of hazardous materials, unless expressly agreed in writing in advance.

2.3 The Company reserves the right to refuse to transport any Goods that, in its reasonable opinion, are unsafe, illegal, inadequately packed, too heavy, or otherwise unsuitable for transport in the Vehicle.

3. Booking Process

3.1 Bookings may be made by the Customer by contacting the Company through its accepted booking channels. A booking is only confirmed when the Company has accepted the booking and provided confirmation to the Customer.

3.2 When making a booking, the Customer must provide accurate and complete information, including:

(a) Collection and delivery addresses

(b) Details of the Goods, including quantity, dimensions, and approximate weight

(d) Any special requirements or fragile items

3.3 Quotations are based on the information provided by the Customer at the time of booking. If the information is incomplete or inaccurate, or if the scope of work changes on the day of service, the Company may adjust the charges accordingly.

3.4 Any estimated time of arrival or completion provided by the Company is an estimate only and not guaranteed. While the Company will make reasonable efforts to keep to agreed times, circumstances such as traffic, weather, road closures, and previous jobs may cause delays.

4. Pricing and Payments

4.1 The applicable charges for the Services will be communicated to the Customer before the booking is confirmed. Charges may be based on an hourly rate, a fixed price, or a combination of both, depending on the nature of the job.

4.2 Unless otherwise agreed in writing, charges are exclusive of any congestion charges, tolls, parking fees, ferry costs, or similar charges, which will be added to the Customer's final bill where incurred.

4.3 The Company may require a deposit or full prepayment to confirm a booking. If a deposit is required, the booking is not guaranteed until the deposit has been received by the Company.

4.4 The Customer must pay the balance of all charges in full on completion of the Services, unless alternative payment terms have been agreed in advance. The Company reserves the right to withhold unloading or delivery of Goods until payment has been made in full.

4.5 Payment methods will be notified by the Company at the time of booking. The Customer is responsible for ensuring that sufficient funds are available to complete payment on the agreed date.

4.6 If payment is not made when due, the Company may charge interest on the outstanding amount at a reasonable commercial rate until payment is received in full. The Customer will also be responsible for any costs the Company reasonably incurs in recovering overdue payments.

5. Customer Responsibilities

5.1 The Customer is responsible for:

(a) Ensuring that all Goods are properly packed, protected, and ready for transport unless the Company has agreed to provide packing services.

(b) Ensuring that all Goods are fit to be transported, free from infestations, and not prohibited or dangerous.

(c) Ensuring that adequate access is available at collection and delivery points, including parking permission where required.

(d) Supervising the loading and unloading of Goods where necessary and providing clear instructions to the Company's staff.

5.2 The Customer must notify the Company in advance of any items of exceptional value, fragility, or unusual size that require special care or handling.

5.3 The Customer must not ask the Company's staff to carry out any work that is unsafe, illegal, or outside the agreed scope of Services.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a booking, the Customer must notify the Company as soon as possible through the same booking channel used to make the booking or as otherwise instructed by the Company.

6.2 The following cancellation terms will normally apply:

(a) If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refunded at the Company's discretion, subject to reasonable administrative costs.

(b) If the Customer cancels within 24 to 48 hours of the scheduled start time, the Company may retain part or all of any deposit paid, and may charge a cancellation fee up to a reasonable proportion of the quoted price.

(c) If the Customer cancels within 24 hours of the scheduled start time or fails to be present at the agreed collection address, the Company may charge up to the full quoted price.

6.3 If the Customer wishes to change the booking date, time, or scope of work, the Company will make reasonable efforts to accommodate the request but cannot guarantee availability. Any rescheduled or amended booking may be subject to revised pricing.

6.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will seek to reschedule the booking or provide a refund of any amounts paid for Services not carried out. The Company will not be liable for any indirect losses arising from such cancellation or postponement.

7. Access, Parking, and Delays

7.1 The Customer must ensure that the Company has adequate and lawful access to the collection and delivery locations, including any necessary permits for parking, loading, or entry into restricted areas.

7.2 Any parking fines, penalties, or enforcement charges incurred as a direct result of inadequate information or instructions provided by the Customer may be added to the Customer's invoice.

7.3 If the Company's staff or Vehicle is delayed or prevented from carrying out the Services due to circumstances outside the Company's control, including but not limited to inadequate access, waiting for keys, or delays caused by the Customer, the Company reserves the right to charge for waiting time at its standard hourly rate.

8. Liability and Insurance

8.1 The Company will take reasonable care in handling and transporting the Customer's Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this section.

8.2 The Company will not be liable for any loss or damage arising from:

(a) Incorrect or inadequate packing by the Customer

(b) Normal wear and tear, deterioration, or fragility of the Goods

(d) Acts or omissions of the Customer or third parties

(e) Circumstances beyond the Company’s reasonable control, including accidents, theft, or adverse weather conditions

8.3 The Company’s liability for loss or damage to Goods, where it is found to be at fault, shall be limited to a reasonable replacement or repair cost, subject to any specific insurance arrangements agreed in writing.

8.4 The Customer is strongly advised to arrange suitable insurance cover for the Goods for the duration of the move or transport. The Company does not provide automatic full-value insurance for all items unless expressly confirmed in writing.

8.5 The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of revenue, or loss of opportunity, arising from the performance or non-performance of the Services.

8.6 In any event, the total liability of the Company for any claim arising out of or in connection with the Services shall not exceed a reasonable aggregate limit, having regard to the value of the Goods and the price paid for the Services.

9. Excluded and Prohibited Items

9.1 The Customer must not include in the Goods any items that are hazardous, illegal, explosive, highly flammable, corrosive, or otherwise dangerous, including but not limited to gas cylinders, firearms, ammunition, chemicals, and illegal substances.

9.2 The Company will not knowingly transport cash, precious metals, jewellery, important documents, or items of exceptional value unless specifically agreed in writing prior to the booking.

9.3 If any prohibited or excluded items are transported without the Company’s knowledge, the Company will not be liable for any loss, damage, or consequences arising from such items, and the Customer may be held responsible for any resulting damage or legal issues.

10. Waste and Environmental Regulations

10.1 The Company provides removal and transport services and is not a licensed waste carrier unless expressly stated. The Customer is responsible for informing the Company in advance if any items are to be disposed of as waste.

10.2 Where the Company agrees to remove items for disposal, this will be subject to additional charges, and the Company will handle such items in compliance with applicable UK waste and environmental regulations.

10.3 The Customer must not request the Company to dispose of items in an unlawful manner, such as fly-tipping or abandoning items on public or private land. The Company reserves the right to refuse any request that could breach environmental or waste disposal regulations.

10.4 Any fines, penalties, or costs arising from the Customer’s failure to comply with waste and environmental regulations may be charged to the Customer where such failure is a result of the Customer’s instructions or omissions.

11. Claims and Complaints

11.1 If the Customer wishes to make a claim for loss or damage to Goods, the Customer must notify the Company in writing as soon as reasonably practicable and, in any event, within a reasonable period after completion of the Services.

11.2 The Customer must provide reasonable evidence of any alleged loss or damage, including photographs and supporting documentation where available.

11.3 The Company will investigate any complaint or claim in good faith and will respond to the Customer within a reasonable time. Where appropriate, the Company may offer repair, replacement, or financial compensation, subject to the limitations of liability set out in these Terms and Conditions.

12. Data Protection and Privacy

12.1 The Company will collect and process personal data provided by the Customer for the purposes of arranging and delivering the Services, handling payments, managing bookings, and complying with legal obligations.

12.2 The Company will take reasonable measures to protect the Customer’s personal data and will not share such data with third parties except where necessary to carry out the Services, process payments, or comply with legal requirements.

13. Termination

13.1 The Company may terminate or suspend the provision of Services to the Customer with immediate effect if:

(a) The Customer fails to pay any amount due on time

(b) The Customer behaves in an abusive, threatening, or unsafe manner towards the Company’s staff

13.2 Termination of the Services will not affect the Company’s right to recover any sums due or to rely on any rights or remedies that have accrued prior to termination.

14. Governing Law and Jurisdiction

14.1 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.

14.2 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.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found by a court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

15.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company.

15.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous understandings or agreements, whether written or oral.

15.4 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company.

15.5 The Company reserves the right to update or amend these Terms and Conditions from time to time. The applicable version will be the one in force at the time the Customer’s booking is confirmed.