Terms and Conditions

Man with Van Elephant and Castle Terms and Conditions

These Terms and Conditions govern the provision of man and van and associated removal services by Man with Van Elephant and Castle to you, the customer. By placing a booking, you agree to be bound by these terms. Please read them carefully before confirming any service.

1. Definitions

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

Customer means the individual, business or organisation requesting the services.

We, us, our means Man with Van Elephant and Castle, the provider of the services.

Services means any man and van, removal, transport, loading, unloading, packing assistance or related service that we agree to provide.

Goods means the items that you ask us to move, transport or handle as part of the services.

Vehicle means any van or other vehicle used to provide the services.

Booking means a confirmed request by you for services on a specified date, time and location that we have accepted.

2. Service Description and Scope

We provide man and van and related removal services for domestic and commercial customers. Our services typically include the provision of a vehicle and one or more operatives to assist with loading, transport and unloading of goods between agreed addresses.

The exact scope of the services, including the number of operatives, size of vehicle and estimated duration, will be confirmed during the booking process based on the information you provide. It is your responsibility to ensure the information you give about the volume, nature and location of the goods is accurate and complete.

We reserve the right to refuse to transport any goods that are unlawful, unsafe, excessively heavy, inadequately packed, or otherwise unsuitable for transport in our reasonable opinion.

3. Booking Process

3.1 Booking requests may be made by you through our online form or by other communication methods we make available from time to time. A booking is not confirmed until we have accepted it and provided you with a booking confirmation and details of the agreed service, date, time and price.

3.2 When making a booking, you must provide accurate information, including:

Full collection and delivery addresses and any access restrictions.

The date and preferred time of the move.

Details of the goods to be transported, including approximate volume, any fragile, valuable or bulky items and any unusual requirements.

Any parking, loading or property access arrangements we should be aware of.

3.3 We may request additional information or clarification before accepting a booking. We are not obliged to accept any booking request and may decline a booking in our sole discretion, for example where we do not have availability or consider the work unsuitable.

3.4 Any estimated duration given at the time of booking is an estimate only, based on the information provided. If the actual work is more extensive, takes longer, or involves additional services compared with the original description, additional charges may apply.

4. Customer Responsibilities

4.1 You are responsible for:

Ensuring that adequate parking and access are available at both collection and delivery addresses, including arranging any necessary permits.

Ensuring that the goods are properly packed, secured and ready to move, unless we have expressly agreed to provide packing services.

Ensuring that fragile or valuable items are clearly identified and, where possible, separately packed or protected.

Being present or represented by an authorised person at the agreed times to provide access, give instructions and sign any necessary documentation.

4.2 You must not ask our staff to do anything that is unsafe, unlawful, or outside the agreed scope of the services. We reserve the right to refuse any request that in our reasonable opinion could endanger persons, property or our vehicle.

5. Payments and Charges

5.1 The price for the services will ordinarily be provided and agreed at the time of booking, based on the information you supply. Prices may be based on an hourly rate, a fixed quote, or a combination of both.

5.2 Unless otherwise agreed, payment is due on completion of the services on the same day. We accept the payment methods notified to you during the booking process or before the date of service.

5.3 If a deposit is required to secure your booking, this will be communicated at the time of booking. Deposits are generally non-refundable unless we cancel the service without offering a reasonable alternative.

5.4 If the move takes longer than the agreed or estimated time due to circumstances beyond our control or as a result of incomplete or inaccurate information provided by you, additional time will be charged at our prevailing hourly rate or as otherwise agreed in advance.

5.5 In the event of late payment or non-payment, we may charge interest on the outstanding balance at the statutory rate and may withhold or delay further services until full payment is received. We also reserve the right to recover from you any reasonable costs incurred in enforcing payment.

6. Cancellations and Amendments

6.1 You may cancel or amend your booking by giving us as much notice as possible. All cancellation and amendment requests must be communicated via the same channel used for the booking or by a method we confirm to you.

6.2 If you cancel more than 48 hours before the scheduled start time, any prepaid amounts (excluding non-refundable deposits and third-party costs) may be refunded at our discretion.

6.3 If you cancel within 48 hours of the scheduled start time, we may charge a cancellation fee up to a reasonable proportion of the agreed price to cover our lost time and administrative costs.

6.4 If you cancel within 24 hours of the scheduled start time or fail to be present or provide access at the agreed time and place, we reserve the right to charge up to the full agreed price.

6.5 We will make reasonable efforts to accommodate requests to change the date, time or scope of a booking, but any such changes are subject to availability and may result in revised pricing.

6.6 In the unlikely event that we need to cancel or significantly amend your booking, we will notify you as soon as reasonably practicable and offer an alternative date or a full refund of any amounts paid for the affected services. We will not be liable for any indirect losses or expenses you may incur as a result of such cancellation or amendment.

7. Access, Parking and Delays

7.1 You are responsible for ensuring that adequate and lawful parking is available for our vehicle at both collection and delivery points. This may include arranging permits or paying parking charges.

7.2 Any parking charges, fines or penalties incurred due to inadequate or unlawful parking directly resulting from your instructions or failure to arrange suitable parking may be added to your final bill.

7.3 We are not responsible for delays caused by traffic, roadworks, weather conditions, third-party actions, restricted access, or any circumstances beyond our reasonable control. If such delays increase the duration of the service, additional charges may apply according to our hourly rate or prior agreement.

8. Liability for Loss or Damage

8.1 We will exercise reasonable care and skill in handling and transporting your goods. However, our liability for loss of or damage to goods is subject to the limitations set out in this section.

8.2 We will not be liable for loss or damage arising from:

Goods that were already damaged or defective before we handled them.

Improper or inadequate packing carried out by you or a third party.

Fragile or delicate items not properly protected or not clearly identified.

Normal wear and tear, minor scratching, scuffing or soiling that may reasonably occur during a removal.

8.3 We will not be liable for loss or damage to the following items unless we have expressly agreed to handle them with special arrangements in writing and you have provided a valuation in advance:

Cash, jewellery, watches, precious metals or stones.

Important documents, securities, deeds or financial instruments.

Artwork, antiques, collections or items of unusually high value.

8.4 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within 7 days of completion of the services. You must provide reasonable evidence of the loss or damage and allow us the opportunity to inspect the items concerned.

8.5 Our total liability for any loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable sum proportionate to the value of the affected items and subject to any specific limits communicated to you before or at the time of booking.

8.6 We shall not be liable for any indirect or consequential loss, loss of profit, loss of business or other economic loss arising out of or in connection with the services.

9. Damage to Property

9.1 We will take reasonable care to avoid causing damage to property during the performance of the services. However, we cannot be held responsible for pre-existing defects, structural weaknesses, or the normal risks associated with moving large or heavy items through tight spaces.

9.2 You must ensure that floors, walls, doorways and other vulnerable areas are adequately protected where necessary. We accept no liability for cosmetic damage where appropriate protection was not in place or the risk was clearly explained in advance.

9.3 Any claim for damage to property must be reported to us as soon as possible and in any event within 7 days of the service date, providing reasonable details and evidence of the alleged damage.

10. Waste, Disposal and Prohibited Items

10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a licensed waste carrier for general household or commercial refuse unless expressly stated. As such, we do not remove or dispose of waste, rubbish or hazardous materials except where specifically agreed and lawfully permitted.

10.2 You must not include in the goods any hazardous, illegal or environmentally controlled items. Prohibited items include, but are not limited to:

Explosives, flammable or combustible substances.

Chemicals, paints, solvents or gases.

Controlled drugs or illegal items.

Biological or medical waste.

10.3 If we discover that goods include prohibited items or waste materials that we are not authorised to handle, we may refuse to transport them, and you will be responsible for any associated costs, delays or legal consequences.

10.4 Where we agree to remove unwanted items for disposal, we will only do so in compliance with relevant regulations and may charge additional fees for this service. You remain responsible for ensuring that any disposal requested is lawful and appropriate.

11. Insurance

11.1 We maintain insurance cover appropriate to our operations. Details of our insurance and any applicable limits or exclusions are available on request.

11.2 You are strongly advised to arrange suitable insurance cover for your goods and property to cover any risks not accepted by us or not covered by our insurance, particularly in relation to high-value items.

12. Complaints

12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our representative as soon as possible so that we have an opportunity to address your concerns on the day where practicable.

12.2 If the issue is not resolved at the time, you may submit a written complaint, providing full details of the circumstances, within 14 days of the service date. We will investigate and respond in a timely and fair manner.

13. Force Majeure

13.1 We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, civil unrest or government restrictions.

13.2 In such circumstances, we will make reasonable efforts to reschedule the services or otherwise minimise disruption, but we shall not be required to provide any compensation for resulting losses.

14. Data Protection and Privacy

14.1 We will collect and use personal information about you for the purposes of managing your booking, providing the services and handling payments and communications.

14.2 We will handle your personal information in accordance with applicable UK data protection laws. We will not sell your personal data to third parties and will only share it where necessary to provide the services, comply with legal obligations or with your consent.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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.

16. General Provisions

16.1 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, understandings or representations.

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

16.3 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of such right or remedy.

16.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.