Man and Van Elephant and Castle Terms and Conditions

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

1. Definitions

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

1.1 "Company" means Man and Van Elephant and Castle, the removal and man and van service provider.

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

1.3 "Services" means any man and van, removal, transportation, loading, unloading, packing, or related services provided by the Company.

1.4 "Goods" means all items, belongings and property which are the subject of the Services.

1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and business customers, including local moves, partial moves, item collections and deliveries.

2.2 The precise scope of the Services, including the vehicle size, number of operatives, locations and timings, will be set out in the quotation or booking confirmation issued by the Company.

2.3 The Company reserves the right to use any suitable vehicle and personnel it deems appropriate to provide the Services, subject to any specific arrangements agreed in writing.

3. Booking Process

3.1 Quotations are provided based on information supplied by the Customer, including addresses, access details, list of items, and any special requirements. Quotations are not binding if the information supplied is incomplete or inaccurate.

3.2 A booking is only confirmed when the Company has accepted the Customer's request for Services and provided confirmation of the booking. Confirmation may be provided in writing or verbally, at the Company’s discretion.

3.3 The Customer is responsible for checking that the details in the quotation and booking confirmation are accurate, including dates, times, addresses, service scope and pricing, and must inform the Company of any discrepancies as soon as possible.

3.4 The Company may require a deposit or part payment to secure a booking. Where a deposit is required, the booking will not be confirmed until the deposit has been received by the Company.

3.5 The Customer must notify the Company in advance of any issues that may affect access or the performance of the Services, such as limited parking, stairs, lifts, time restrictions, or items that are unusually large, heavy or fragile.

4. Customer Responsibilities

4.1 The Customer must ensure that they or an authorised representative are present at the collection and delivery addresses during the agreed times to oversee the Services and sign any relevant documents.

4.2 The Customer is responsible for:

(a) obtaining and paying for any parking permits, suspensions or permissions required for the vehicle to park or load;

(b) ensuring that access to and within the premises is safe, clear and suitable for the removal team and vehicle;

(c) adequately packing and protecting the Goods, unless the Company has explicitly agreed to provide packing services;

(d) securing or removing any fittings, fixtures or equipment in accordance with manufacturer instructions where appropriate.

4.3 The Customer must not request the Company to move any items that are prohibited under these Terms and Conditions or under applicable law.

5. Pricing and Payments

5.1 Prices may be based on an hourly rate, a fixed price, or another pricing structure as agreed between the Company and the Customer.

5.2 Unless stated otherwise, prices are exclusive of congestion charges, tolls, parking charges, fines, and additional waiting time, which may be charged separately where applicable.

5.3 The Company reserves the right to adjust the price if:

(a) the information provided by the Customer at the time of quotation was incomplete or inaccurate;

(b) additional services are requested or required on the day of the move;

(c) access conditions are materially different from those described by the Customer;

(d) there are delays or waiting times beyond the Company’s reasonable control.

5.4 Unless otherwise agreed, payment in full is due on completion of the Services on the day of the move. The Company may require full or part payment in advance for certain bookings, including long-distance or larger removals.

5.5 If payment is not made when due, the Company may charge interest on the outstanding amount at a reasonable rate and may withhold delivery of Goods until payment is received in full.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company. Any cancellation or amendment is only effective once acknowledged by the Company.

6.2 The Company may apply cancellation charges as follows, unless a different arrangement has been agreed in writing:

(a) cancellation more than 7 days before the scheduled date: no cancellation fee may be charged, save for non-refundable third-party costs;

(b) cancellation between 48 hours and 7 days before the scheduled date: a reasonable percentage of the quoted price may be charged;

(c) cancellation less than 48 hours before the scheduled date or on the day of the move: up to 100 percent of the quoted price may be charged.

6.3 If the Customer wishes to change the date, time, service scope or locations, the Company will try to accommodate the request but cannot guarantee availability. Changes may result in a revised quotation and additional charges.

6.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including extreme weather, vehicle breakdown, staff illness, safety concerns or compliance with legal requirements. In such cases, the Company will seek to reschedule or offer a refund of any prepayments, but will not be liable for consequential losses.

7. Excluded and Prohibited Items

7.1 Unless expressly agreed in writing, the Company will not move or handle:

(a) hazardous, explosive, corrosive, flammable or illegal items;

(b) perishable goods or items requiring specialist storage conditions;

(c) cash, securities, jewellery, watches, precious metals, or high-value collections;

(d) live animals or plants;

(e) waste and refuse, except as permitted under applicable waste regulations and agreed with the Company.

7.2 If such items are presented for removal without prior disclosure and agreement, the Company may refuse to move them, or may remove them at the Customer’s risk and may charge additional fees for handling, storage or disposal.

8. Waste and Environmental Regulations

8.1 The Company operates in accordance with relevant UK waste and environmental regulations. Any collection, transport or disposal of waste items must comply with those regulations.

8.2 The Customer is responsible for informing the Company in advance if any items to be removed are waste for disposal rather than for relocation. Different pricing and legal obligations may apply.

8.3 The Company is not a general rubbish removal contractor unless this is specifically agreed as part of the Services. Where the Company agrees to remove waste, it will do so only in accordance with applicable laws and may require additional documentation or charges.

8.4 The Customer must not request the Company to dispose of items unlawfully. The Company reserves the right to refuse the removal or disposal of any items where it reasonably believes doing so would breach environmental or waste regulations.

9. Liability for Loss or Damage

9.1 The Company will exercise reasonable care and skill in handling, loading, transporting and unloading the Goods. However, the Company’s liability is subject to the limitations set out in this section.

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

(a) inadequate or improper packing by the Customer;

(b) defects in the Goods, including inherent vice, wear and tear or pre-existing damage;

(c) handling of items which the Company has advised are unsafe, excessively heavy, or unsuitable for the premises, and which the Customer instructs to be moved regardless;

(d) loss or damage where the Customer or a third party participates in loading or unloading against the Company’s advice;

(e) circumstances beyond the Company’s reasonable control, including weather, traffic delays, accidents caused by third parties, or acts of third parties.

9.3 The Customer must notify the Company of any visible loss or damage to Goods or property as soon as reasonably possible, and in any event within a reasonable time after completion of the Services. Failure to do so may affect the ability to investigate or resolve the issue.

9.4 The Company’s total liability for loss of or damage to Goods, and for damage to property during the provision of the Services, shall be limited to a reasonable amount in proportion to the price paid for the Services, unless a higher limit has been agreed in writing or additional insurance has been arranged.

9.5 The Company shall not be liable for any indirect, consequential or economic losses, including loss of profits, loss of use, or loss of opportunity, arising from or in connection with the Services.

10. Insurance

10.1 The Company maintains insurance appropriate to its operations in line with industry practice. Details of cover and limitations are available on request.

10.2 The Customer is encouraged to arrange additional insurance if the value of the Goods exceeds any applicable limits or if they require cover beyond that which is provided as standard.

11. Delays and Waiting Time

11.1 While the Company will make reasonable efforts to adhere to agreed dates and times, these are estimates only and may be affected by traffic, weather, access conditions and other factors beyond the Company’s control.

11.2 The Company shall not be liable for delay or failure to perform the Services where such delay or failure is due to events beyond its reasonable control.

11.3 Waiting time caused by the Customer, including but not limited to delays in access to premises, keys not being available, or packing not being completed, may be charged at the Company’s standard rates.

12. Access, Parking and Property Damage

12.1 The Customer is responsible for ensuring adequate and lawful parking for the Company’s vehicles at all relevant locations. Any penalties, fines or charges incurred due to inadequate parking arrangements may be charged to the Customer.

12.2 The Customer should take reasonable steps to protect floors, walls and fixtures before the move. The Company will take care when moving Goods but will not be responsible for normal scuffs or marks that may arise from moving large items in restricted spaces.

12.3 If the Company reasonably believes that moving a particular item may cause disproportionate damage to the premises or pose a safety risk, it may refuse to move that item or may proceed only at the Customer’s risk and written instruction.

13. Complaints and Disputes

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

13.2 The Company will handle complaints in a fair and timely manner. The Customer agrees to cooperate with reasonable requests for information or evidence regarding any complaint.

14. General Provisions

14.1 These Terms and Conditions, together with any quotation and booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior understandings or agreements.

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

14.3 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

14.4 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.

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 with 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, including any non-contractual disputes or claims.

By proceeding with a booking or using the Services of Man and Van Elephant and Castle, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.