Terms and Conditions

Man With a Van Elephant And Castle Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Elephant And Castle provides removal, transportation and related services. 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 Man With a Van Elephant And Castle, providing removal and associated services.

1.2 "Customer" means the person, firm or organisation who requests or uses the services of the Company.

1.3 "Services" means any removal, transport, loading, unloading, packing, furniture moving, or related services provided by the Company.

1.4 "Vehicle" means any van or other vehicle used by the Company to provide the Services.

1.5 "Booking" means a confirmed agreement between the Customer and the Company for the provision of Services at a specified time and date.

2. Scope of Services

2.1 The Company provides man and van removal and transport services for domestic and commercial customers, including moves within Elephant and Castle and surrounding areas, and to other locations within the United Kingdom as agreed.

2.2 The exact scope of Services to be provided will be agreed at the time of Booking, based on the information supplied by the Customer regarding locations, access, size of the move, and any special requirements.

2.3 The Company reserves the right to refuse to carry any items that are illegal, dangerous, hazardous, perishable, or otherwise unsuitable for transport, or where doing so would breach health and safety rules, insurance terms, or applicable laws.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s chosen booking method or platform as notified from time to time.

3.2 The Customer must provide accurate and complete information at the time of Booking, including but not limited to:

a) Collection and delivery addresses.

b) Dates and preferred times.

c) Details of property access, such as floor levels, stairs, lifts, parking restrictions or distance to the property from the nearest legal parking point.

d) An honest and accurate description of the volume and nature of items to be moved, including any bulky, heavy or fragile items.

e) Any special handling requirements.

3.3 The Company will provide an estimate or quote based on the information supplied. Any inaccuracies or omissions may result in changes to the price or the time required to complete the work.

3.4 A Booking is only confirmed when the Customer has accepted the quoted price or rate and the Company has acknowledged acceptance of the Booking. The Company reserves the right to decline a Booking at its sole discretion.

4. Pricing and Payments

4.1 Prices may be provided as hourly rates or as fixed prices, depending on the nature of the job and the information provided by the Customer.

4.2 Unless otherwise expressly stated, prices do not include the cost of congestion charges, tolls, parking fees, fines due to parking constraints, or additional waiting time. These costs, if incurred as a direct result of the provision of the Services, may be added to the final amount payable by the Customer.

4.3 The Customer is responsible for arranging suitable parking at collection and delivery addresses, where possible, and for covering any associated charges.

4.4 Payment terms will be confirmed at the time of Booking. The Company may require a deposit to secure the Booking, with the balance payable on completion of the Services or in advance, as specified.

4.5 Payment must be made using the methods accepted by the Company. The Company reserves the right to withhold starting or completing the Services if payment is not made in accordance with the agreed terms.

4.6 All prices are in pounds sterling. Where applicable, any taxes or other statutory charges will be detailed to the Customer.

5. Changes to Bookings

5.1 If the Customer wishes to change the date, time, scope or any significant aspect of a Booking, they must notify the Company as early as possible.

5.2 Any changes are subject to the Company’s availability and confirmation. The Company is not obliged to accept requested changes.

5.3 Changes to the scope of work, such as additional items, extra stops, waiting time beyond what is reasonably expected, or significant access difficulties, may result in additional charges at the Company’s standard rates.

6. Cancellations and Late Attendance

6.1 The Customer may cancel a Booking by giving notice to the Company. Cancellation charges may apply, depending on how much notice is provided.

6.2 Where cancellation is made more than the minimum notice period specified by the Company prior to the booked start time, any deposit paid may be refundable or transferable, subject to the Company’s policy in place at the time of Booking.

6.3 Where cancellation is made with insufficient notice, the Company reserves the right to retain any deposit and may charge a cancellation fee up to a reasonable proportion of the agreed price to cover costs and lost time.

6.4 If the Customer is not present at the agreed time and location, or access is not available within a reasonable period of the scheduled start time, this may be treated as a late cancellation. Waiting time and additional charges may apply, or the Company may leave the location and treat the Booking as cancelled.

6.5 The Company will make reasonable efforts to attend at the agreed time, but time is not of the essence. The Company will not be liable for delay or failure to attend due to circumstances beyond its reasonable control, including traffic, accidents, breakdowns or adverse weather. In such cases, the Company will inform the Customer as soon as reasonably practicable and arrange an alternative time where possible.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a) Ensuring that items are properly packed, secured and ready for transport, unless packing services have been expressly agreed.

b) Disconnecting, defrosting and preparing appliances and equipment before the arrival of the Company.

c) Ensuring that all items to be moved are lawful, safe and do not include prohibited or hazardous materials.

d) Providing accurate instructions and ensuring that someone authorised is present at collection and delivery addresses to direct the work and sign any documentation as required.

7.2 The Customer must inform the Company of any fragile or particularly valuable items and any special handling requirements before work begins.

7.3 The Customer is responsible for checking that nothing is left behind at the collection property before the Vehicle departs. The Company accepts no obligation to return to the collection address once the Vehicle has left, unless a separate arrangement is agreed and additional charges may apply.

8. Access, Parking and Property Protection

8.1 The Customer must ensure that there is suitable, safe access to the property for the Vehicle and for the Company’s operatives, including clear routes for carrying items.

8.2 The Customer must arrange any necessary permits or authorisations for parking and is responsible for any costs related to access restrictions.

8.3 The Company will take reasonable care when moving items through the property but is not responsible for pre-existing damage or defects at the premises.

8.4 The Customer should take reasonable steps to protect floors, walls, and fixtures if they are particularly susceptible to damage, and should notify the Company of any vulnerable areas.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable skill and care in providing the Services. However, the Company’s liability for loss or damage to goods is limited as set out in this clause.

9.2 The Company will not be liable for:

a) Loss or damage arising from the Customer’s failure to pack items properly where packing services were not provided by the Company.

b) Loss or damage to items of particularly high value, such as jewellery, cash, precious metals, or important documents, which the Company has not expressly agreed in writing to transport.

c) Damage caused by defects in the items being moved, including inherent weaknesses, instability, or poor construction.

d) Loss or damage arising from war, terrorism, natural disasters, or other events beyond the Company’s reasonable control.

9.3 Where the Company is found liable for loss or damage to goods, such liability will, to the fullest extent permitted by law, be limited to the reasonable cost of repair or replacement, taking into account the age, condition and value of the items, and subject to any overall cap specified in the Company’s insurance arrangements.

9.4 The Company will not be liable for any indirect or consequential loss, including loss of profits, business interruption, or emotional distress, arising out of or in connection with the Services.

9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

10. Claims and Notification of Damage

10.1 The Customer must inspect items and premises as soon as reasonably possible after completion of the Services.

10.2 Any apparent loss or damage believed to have been caused by the Company must be reported to the Company in writing as soon as reasonably practicable, and in any event within a reasonable period after completion of the Services.

10.3 The Customer must provide reasonable evidence of loss or damage and cooperate with the Company in investigating any claim.

10.4 Failure to notify the Company within a reasonable time may adversely affect the Company’s ability to investigate the claim and may limit or prevent any liability where permitted by law.

11. Waste, Rubbish and Prohibited Items

11.1 The Company is not a licensed waste carrier unless expressly stated. The Company will not remove or dispose of household rubbish, construction waste, garden waste, or other materials classified as waste, unless specifically agreed and carried out in accordance with applicable regulations.

11.2 The Customer must not ask the Company to transport hazardous, illegal, or prohibited items, including but not limited to flammable liquids, explosives, chemicals, asbestos, controlled substances, or any items that cannot be legally transported under UK law.

11.3 If the Company becomes aware that prohibited or unlawful items have been included in a load, the Company may refuse to carry them, may unload them at a safe location, and may notify the relevant authorities where appropriate. The Customer will be responsible for any costs, fines or losses arising as a result.

11.4 Where the Company agrees to remove items for disposal, the Customer confirms that they have the legal right to dispose of those items. All such services will be carried out in accordance with UK waste regulations and any applicable local requirements.

12. Delays and Force Majeure

12.1 The Company is not liable for any delay or failure to perform the Services where such delay or failure is due to circumstances beyond its reasonable control, including but not limited to traffic congestion, accidents, vehicle breakdowns not caused by neglect, extreme weather, strikes, or road closures.

12.2 In the event of such delays, the Company will use reasonable efforts to keep the Customer informed and to complete the Services as soon as reasonably practical.

13. Insurance

13.1 The Company will maintain insurance cover appropriate to its business operations, subject to policy terms, conditions and exclusions.

13.2 The Customer is encouraged to arrange their own insurance cover for high-value or particularly delicate items, or where the value of goods exceeds the Company’s standard limitations of liability.

14. Privacy and Data Protection

14.1 The Company may collect and process personal data provided by the Customer in connection with the Services, including contact details, addresses and booking information.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws and will only use such data for the purposes of providing the Services, managing Bookings, handling payments, and complying with legal obligations.

14.3 The Company will not sell or disclose personal data to third parties for marketing purposes without the Customer’s consent, but may share information with service providers and authorities where reasonably necessary to provide the Services or comply with the law.

15. Complaints

15.1 If the Customer has a complaint regarding the Services, they should contact the Company as soon as possible so that the matter can be investigated and, where appropriate, remedied.

15.2 The Company aims to respond to complaints within a reasonable time and to work with the Customer to reach a fair resolution.

16. Variation of Terms

16.1 The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of Booking will apply to that Booking.

16.2 Any variations to these Terms and Conditions requested by the Customer will only be effective if agreed in writing by the Company.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, subject to any mandatory rights the Customer may have under consumer protection legislation.

18. Severability

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with any written confirmation of Booking and any other documents expressly incorporated by reference, constitute the entire agreement between the Customer and the Company in relation to the Services.

19.2 The Customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of the Company that is not set out in these documents.