Terms and Conditions

Man with Van Elephant and Castle Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Elephant and Castle provides removal and related services within the United Kingdom. By booking, confirming 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 Van Elephant and Castle, providing man and van, removals, and related services.

1.2 "Customer" means the individual, business or organisation booking or receiving the services.

1.3 "Services" means transport, removal, loading, unloading, packing, and any other related services provided by the Company.

1.4 "Goods" means the items and property that are the subject of the Services.

1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services in accordance with these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including local moves, longer distance moves within the UK, and item transport.

2.2 The Services will be provided as described in the booking confirmation, including the vehicle size, number of porters, and estimated time or fixed price where applicable.

2.3 Any additional services requested on the day, such as extra labour, additional stops, waiting time, packing, dismantling or assembly, may incur extra charges as set out in these Terms and Conditions or as reasonably advised by the Company at the time.

3. Booking Process

3.1 Bookings can be made by the Customer through the Company’s accepted contact and enquiry methods. A booking is only accepted once the Company confirms it and, where applicable, receives any required deposit.

3.2 The Customer must provide accurate and complete information when requesting a quote and making a booking, including:

a. Collection and delivery addresses and access details.

b. Floor levels, lifts, parking arrangements and any restrictions such as congestion or permit zones.

c. An accurate description and approximate volume or quantity of Goods.

d. Any special handling requirements or oversized or heavy items.

3.3 Quotations are based on the information provided by the Customer. If this information is incomplete or inaccurate, the Company reserves the right to amend the quotation, vary the Services, or charge for additional time, distance, labour or equipment.

3.4 Unless stated otherwise, quotations are valid for 30 days from the date of issue and are subject to the availability of vehicles and staff at the time of booking.

4. Access, Parking and Customer Responsibilities

4.1 The Customer is responsible for ensuring that suitable parking is available at both collection and delivery locations, including obtaining any necessary permits or authorisations.

4.2 Any parking charges, fines or penalties incurred as a result of the Customer’s failure to arrange suitable parking, or due to inaccurate information about access, will be charged to the Customer.

4.3 The Customer must ensure that premises are safe for the Company’s staff and that walkways, staircases and access routes are clear and suitable for moving the Goods.

4.4 The Customer is responsible for:

a. Properly packing and securing Goods unless packing services have been booked.

b. Ensuring that boxes are of suitable strength and weight that can be safely lifted.

c. Disconnecting, defrosting and preparing appliances before the move.

d. Removing fixtures and fittings, and securing loose or fragile items.

5. Items Excluded from the Service

5.1 Unless expressly agreed in writing, the Company will not transport:

a. Illegal goods, stolen goods or items otherwise unlawful to possess or transport.

b. Hazardous, explosive, flammable or toxic materials, including but not limited to gas cylinders, fuel, chemicals, paint and solvents.

c. Perishable goods that may spoil or cause contamination.

d. Livestock, pets or any live animals.

e. Cash, securities, precious metals, jewellery of high value, or irreplaceable items such as important documents, deeds, manuscripts, or works of art.

5.2 If such items are transported without the Company’s knowledge, no liability will be accepted for loss or damage and the Customer will be responsible for any resulting loss, damage, fines or costs.

6. Payments and Charges

6.1 Prices may be quoted as fixed price for an agreed scope of work, or as an hourly rate subject to a minimum charge. Any additional services and waiting times are chargeable at the prevailing rate.

6.2 The Company may require a deposit at the time of booking. The balance is payable on completion of the Services unless otherwise agreed in advance.

6.3 Payment must be made using methods accepted by the Company at the time of booking or service delivery. The Company is not obliged to release Goods or continue Services until full cleared payment has been received.

6.4 If the Customer fails to pay any amount due under the Contract, the Company reserves the right to:

a. Charge reasonable late payment interest and administration costs.

b. Withhold delivery or retain Goods until payment is made in full.

c. Recover any legal or recovery costs incurred in obtaining payment.

7. Cancellations and Changes

7.1 The Customer may cancel or rearrange a booking by giving notice to the Company.

7.2 If the Customer cancels more than 48 hours before the agreed start time, any paid deposit may be refundable at the Company’s discretion, less reasonable administration charges.

7.3 If the Customer cancels within 48 hours of the agreed start time, the Company reserves the right to retain part or all of any deposit and charge a cancellation fee up to a reasonable proportion of the agreed price, reflecting the time reserved and any costs incurred.

7.4 If the Customer cancels on the day of the move or fails to be present or contactable at the agreed time and location, the full quoted price may be payable.

7.5 The Company will make reasonable efforts to accommodate changes to dates, times or service details, but all changes are subject to availability and may result in revised charges.

8. Delays and Events Outside Our Control

8.1 The Company will use reasonable efforts to arrive and complete the Services within the agreed time frame, but timings are estimates and not guaranteed.

8.2 The Company will not be liable for delays or failure to perform caused by events beyond its reasonable control, including but not limited to traffic, road closures, accidents, severe weather, mechanical breakdown, industrial action, or acts of third parties.

8.3 If an event outside the Company’s control significantly affects the Services, the Company will inform the Customer as soon as reasonably possible and may offer to rearrange the Services. Any additional costs reasonably incurred may be chargeable.

9. Liability for Loss or Damage

9.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods.

9.2 The Company’s liability for loss of or damage to Goods arising from its negligence or breach of duty shall be limited to a reasonable amount, taking into account the value of the Goods and the service charge. Unless otherwise agreed in writing, the Company’s liability per job or load is limited to a fair and reasonable sum consistent with typical man and van services and any applicable insurance arrangements.

9.3 The Company shall not be liable for:

a. Loss or damage arising from the Customer’s failure to pack items properly.

b. Damage to items that are inherently fragile or in poor condition.

c. Damage to furniture or items that require disassembly or special protection where this was not communicated or agreed.

d. Damage or loss arising from dishonest or criminal acts of third parties.

e. Indirect or consequential loss, including loss of profit, loss of enjoyment, or loss of opportunity.

9.4 Any visible damage or loss must be reported to the Company at the time of delivery or within a reasonable period, and in any event no later than 48 hours after completion of the Services. The Customer must give the Company a fair opportunity to inspect and investigate any claim.

9.5 Where the Company agrees that loss or damage has been caused by its negligence, it may at its discretion repair the item, replace it, or pay compensation up to the agreed or limited value.

10. Customer Warranties and Indemnity

10.1 The Customer warrants that:

a. They are the owner of the Goods or have full authority from the owner to enter into the Contract.

b. There is no interest in the Goods held by any third party that would prevent the lawful transport and storage of the Goods.

10.2 The Customer shall indemnify the Company against any claims, losses, damages, costs or expenses suffered as a result of:

a. The Customer’s breach of these Terms and Conditions.

b. The transport of prohibited or unlawful items.

c. Inaccurate information supplied by the Customer.

11. Waste Regulations and Disposal of Unwanted Items

11.1 The Company operates in accordance with applicable UK waste and environmental regulations when handling items designated for disposal.

11.2 The Customer must clearly identify any items that are to be taken for disposal or recycling. The Company will only remove such items if this has been agreed as part of the Services and is lawful to do so.

11.3 The Company will not fly tip or dispose of waste illegally. Any disposal will be through authorised facilities and may incur additional charges, which will be agreed with the Customer.

11.4 The Customer remains responsible for ensuring that items presented as waste are lawfully capable of being disposed of and do not contain hazardous materials unless specifically agreed and arranged in line with relevant regulations.

12. Insurance

12.1 The Company will maintain any insurances required by law in order to operate as a removal and transport service provider.

12.2 The Customer is encouraged to maintain their own insurance for high value items or where additional cover is required beyond the Company’s standard liability.

13. Complaints

13.1 If the Customer is unhappy with any aspect of the Services, they should raise the matter with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

13.2 The Company will aim to respond to complaints promptly and to resolve issues in a fair and reasonable way.

14. Data Protection and Privacy

14.1 The Company will collect and use personal data provided by the Customer for the purposes of administering bookings, providing Services, processing payments and complying with legal obligations.

14.2 The Company will take reasonable steps to protect personal data and will not sell or share it with third parties except where necessary to deliver the Services, process payments, or comply with legal requirements.

15. Termination

15.1 The Company may terminate the Contract or suspend the provision of Services immediately if the Customer:

a. Fails to pay any amount due when required.

b. Acts abusively, threateningly or unlawfully towards the Company’s staff.

c. Requests or insists on the transport of prohibited or illegal items.

15.2 On termination, the Customer shall remain liable to pay for any Services already performed and any reasonable costs incurred by the Company.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any Contract formed under them, are governed by and shall be construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services or these Terms and Conditions.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remainder shall continue in full force and effect.

17.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach.

17.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

17.4 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that Contract.

By making a booking with Man with Van Elephant and Castle, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.