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 moving, collection, delivery, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. If you do not agree with any part of these terms, you should not proceed with the booking. These conditions are designed to be fair, transparent, and consistent with UK consumer and contract law.
Throughout this document, references to “we,” “us,” and “our” mean the service provider operating under the trade name Man With Van Elephant and Castle. References to “you” and “your” mean the customer, client, or authorised representative who books the service. These terms apply to domestic and commercial jobs, including single-item transport, small moves, loading and unloading, and similar van-based services. They apply whether the booking is made online, by phone, by email, or through any other agreed method.
These terms are intended to cover the full service relationship, from the initial enquiry through to completion of the job and any follow-up matters. They should be read together with any quotation, booking confirmation, job notes, or written instructions that form part of the agreed service. If there is any inconsistency between these Terms and Conditions and a written booking confirmation, the written confirmation will normally take priority for the specific booking, unless this would be unlawful or unfair.
1. Booking Process
The booking process begins when you submit a request for a quote or ask us to reserve a date and time. Any estimate we provide is based on the information you give us, including the type of items, access conditions, distance, number of helpers required, and any special handling needs. Accurate information is essential. If the details provided are incomplete or incorrect, the final charge and service plan may need to be adjusted.We may ask for photographs, inventory details, floor level information, parking restrictions, lift access, and any other practical details that affect the move. This helps us allocate suitable staff, van size, and equipment. A booking is only confirmed when we have accepted your request and, where required, received a deposit or prepayment. Until confirmation is issued, availability cannot be guaranteed. Same-day or short-notice work is subject to vehicle and crew availability.
Once the booking is confirmed, you are responsible for ensuring that the collection and delivery addresses are accessible, safe, and ready for the service. You must also make sure that someone with authority to approve the work is present at the relevant location or otherwise available by prior arrangement. If we arrive and cannot begin because access is not possible, the job may be delayed, rescheduled, or charged as a failed attendance in accordance with these terms.
2. Prices and Payments
Our charges may be based on an hourly rate, a fixed price, a minimum charge, or a combination of these methods. The price will usually depend on the number of vehicles, crew members, time required, distance travelled, waiting time, access conditions, and any additional services requested. Unless agreed otherwise in writing, quotations are based on the information supplied at the time of enquiry and may change if the scope of work changes.All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the circumstances of the business and the quotation issued. If VAT applies, this will be made clear where required. Payment is due in accordance with the terms set out in the booking confirmation or invoice. We may require a deposit to secure the booking, and the remaining balance must be paid on completion unless other arrangements have been agreed in writing before the job starts.
We accept payment methods communicated at the point of booking. If a card payment, bank transfer, or cash payment is accepted for a particular job, that does not create an obligation to accept the same method in every case. If payment is not received when due, we may suspend further services, retain goods within the limits permitted by law, or recover overdue sums through lawful means. Any bank charges, chargeback costs, collection costs, or reasonable legal costs caused by late or failed payment may be passed on where permitted.
3. Cancellations, Amendments, and Delays
You may cancel or amend a booking by giving reasonable notice. The amount of notice required may vary depending on the nature of the work, the date reserved, and whether staff or vehicles have already been allocated. Where a cancellation fee applies, this will be shown in the quotation, booking confirmation, or invoice. In general, the closer the cancellation is to the scheduled time, the more likely it is that a fee will be charged to reflect lost time and expenses.If you need to change the time, date, access details, or service scope, you should tell us as soon as possible. We will try to accommodate reasonable changes, but we cannot guarantee availability, especially during busy periods. Amendments may result in a revised price if the change affects the duration, labour, or vehicle requirement. If we must postpone a job due to weather, road closures, breakdowns, safety issues, or events outside our control, we will try to arrange an alternative time.
If you fail to attend, are not ready for the service, or do not provide access within a reasonable time, we may treat the booking as cancelled by you and charge a reasonable fee. Waiting time may also be charged where our crew is held up beyond the agreed allowance. We will act reasonably and in good faith, but we are not responsible for losses arising from delays caused by circumstances beyond our control, including traffic disruption, extreme weather, or third-party interference.
4. Customer Responsibilities
You are responsible for packing items properly unless packing has been included in the service. Fragile goods should be wrapped, secured, and labelled as appropriate. You must ensure that any items handed to us are fit for transport and that hazardous, illegal, or restricted goods are not included unless we have expressly agreed in writing and the law allows it. We may refuse to carry items that are unsafe, prohibited, or likely to cause damage to property, vehicles, or people.You should disconnect appliances, empty fuel or liquid containers where required, and remove personal data from devices before collection if needed. We are not responsible for data loss, software failure, or the operation of appliances, electronics, or mechanical goods unless damage is caused by our negligence. If items require special handling, lifting equipment, dismantling, or reassembly, you must tell us in advance so we can assess whether the work is suitable and safe.
You must also ensure that parking, permits, access codes, and site rules are arranged in advance where required. If our vehicle cannot stop or park lawfully at the collection or delivery address and this causes delay or extra cost, you may be charged for the resulting waiting time or additional mileage. You must not ask our team to work in unsafe conditions, and our crew may stop work if they believe there is a risk to health, safety, or property.
5. Liability and Insurance
We will take reasonable care when handling your goods and carrying out the service. However, our liability is limited to losses directly caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for indirect or consequential losses such as loss of profit, loss of business, emotional distress, or loss caused by delay, unless such liability cannot be excluded by law.Where items are damaged because of our proven negligence, our liability will normally be limited to the lesser of the repair cost, replacement value, or the amount recoverable under any applicable insurance cover, subject to the conditions of that cover and any legal limits. You should notify us of any damage or loss as soon as reasonably possible after discovery and provide evidence, including photographs and supporting documentation. Failure to report promptly may affect our ability to investigate the issue fairly.
We are not liable for pre-existing damage, normal wear and tear, hidden defects, poor packaging, or damage caused by items becoming unstable because they were not adequately secured by the customer. We also are not responsible for damage caused by circumstances outside our control, including defects in property, structural weakness, defective lifts, or inaccurate information supplied by you. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law.
6. Waste, Disposal, and Regulatory Compliance
If our service includes the removal, transport, or disposal of waste, all work must comply with applicable UK waste legislation and any local authority rules that apply to the specific job. We will only remove waste where it has been clearly agreed in advance. You must tell us the type and approximate quantity of waste to be removed, and you must not include hazardous waste, clinical waste, chemicals, asbestos, gas bottles, or other controlled materials unless we have expressly agreed to handle them and the law permits it.Where required, we may ask for a waste description, proof of origin, or confirmation that the waste is household, commercial, or construction-related. You remain responsible for ensuring that the waste you ask us to collect is lawfully transferable and that it has not been contaminated with prohibited materials. If a waste transfer note, receipt, or other record is needed, we may issue one in line with legal requirements and may request your cooperation in completing the necessary details.
We reserve the right to refuse any item or load that we reasonably believe would breach waste regulations, create an environmental risk, or expose us to regulatory penalties. If waste is misdescribed, illegally presented, or mixed with restricted material, additional charges may apply for segregation, return, lawful disposal, or specialist handling. You agree to indemnify us against fines, losses, or claims arising from inaccurate waste information supplied by you, except where we have acted unlawfully or negligently.
7. Complaints, Force Majeure, and Service Standards
If you are dissatisfied with any aspect of the service, you should notify us promptly so we can review the matter and, where appropriate, attempt a fair resolution. We may request photographs, invoices, or other supporting information to assess the issue. This does not affect any statutory rights you may have under UK consumer law. Our goal is to provide a professional service with reasonable care, clear communication, and practical solutions where problems arise.We will not be liable for failure to perform our obligations where the failure is caused by events outside our reasonable control. These may include severe weather, road traffic incidents, industrial action, fire, flood, power failure, act of terrorism, government restrictions, or the failure of third parties to perform their obligations. In such cases, we may postpone, reschedule, or cancel the service if necessary, and we will act reasonably in relation to any prepaid amounts already received.
Any time estimate we provide is approximate unless specifically confirmed as fixed. Moving work can be affected by access, traffic, and the nature of the items being handled. We aim to work efficiently, but punctuality cannot be guaranteed in all circumstances. Where a delay occurs, we will communicate as soon as reasonably practicable and keep disruption to a minimum. This clause does not remove any rights you may have where a delay is caused by our negligence and gives rise to a lawful claim.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may also benefit from mandatory protections in the jurisdiction where you live, and nothing in these terms affects those rights where they apply.Any disagreement should first be raised with us so that we can attempt to resolve it amicably and efficiently. If a dispute cannot be settled informally, either party may pursue the matter through the courts of England and Wales, subject to any rights to alternative dispute resolution or other mandatory procedures that may apply. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force so far as the law allows.
Man With Van Elephant and Castle reserves the right to update or revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed otherwise in writing. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms in full.