These Terms and Conditions set out the basis on which Man and a Van Elephant and Castle provides moving, transport, collection, and related labour services within the UK. By making a booking, the customer agrees to these terms, which are intended to be fair, practical, and consistent with UK consumer and transport standards. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, hirer, or person requesting the service. Please read these terms carefully before confirming any booking.

Our service may include loading, unloading, transport of household or business items, courier-style assistance, furniture movement, student moves, light removals, and related tasks agreed in advance. The exact scope of work depends on the details provided at booking, including the volume, access conditions, and any special handling requirements. For the avoidance of doubt, any service arranged under the name Man And A Van Elephant And Castle is subject to these terms unless otherwise agreed in writing.

We aim to provide a professional and efficient service, but our obligations are limited to the specific instructions accepted at the time of booking. If the job changes after confirmation, additional charges, revised timing, or service adjustments may apply. Customers should ensure that all information given is accurate, complete, and up to date.

1. Booking Process

A booking is formed when we confirm acceptance of your request, either verbally, electronically, or in writing. Before confirmation, we may ask for information about the items to be moved, addresses, access arrangements, parking, stairs, lifts, and any time constraints. We may also request photographs or an inventory to help assess the work. This information helps us allocate the correct vehicle, staffing, and equipment.

When booking Man and a Van Elephant and Castle, you are responsible for providing full and accurate details. If the job involves heavy, fragile, valuable, awkward, or hazardous items, you must tell us in advance. Failure to disclose material facts may result in refusal to carry the item, a price revision, delays, or cancellation. Any quotation given before inspection is based on the details you provide and may change if the actual job differs.

We reserve the right to decline any booking at our discretion, including where the load is unsafe, unlawful, beyond our vehicle limits, or inconsistent with our insurance cover. Acceptance of a booking does not guarantee that every item will be accepted on the day if it becomes apparent that it cannot be transported safely or lawfully. It is your responsibility to ensure that the premises, items, and instructions are ready at the agreed time.

2. Service Scope and Customer Responsibilities

Our role is to provide transport and associated labour as agreed. Unless explicitly included, we do not provide specialist packing, dismantling, reassembly, storage, or hoisting services. Where we agree to assist with movement or loading, this is carried out on the understanding that the customer has prepared items appropriately and has removed loose contents, personal data, and hazardous materials where required.

You must ensure that items are legally owned by you or that you have permission to move them. You must also make sure that the goods are not prohibited, dangerous, or restricted by law, including flammable materials, explosives, certain chemicals, live animals, or any item requiring a licence or specialist carriage. Any service carried out by Man and a Van Elephant and Castle relies on the customer’s compliance with these responsibilities.

Unless we specifically agree otherwise, you remain responsible for disconnection and reconnection of appliances, utilities, plumbing, and electronic systems. We accept no liability for damage caused by incorrect packing, inadequate preparation, hidden defects, or deterioration in items that are old, fragile, or unstable. Customers should take reasonable steps to protect items of special value or sentimental importance.

3. Payments and Charges

All prices are confirmed at the time of booking or as soon as reasonably possible thereafter. Quotes may be based on hourly rates, fixed rates, or a combination of both. Charges may vary depending on distance, loading time, waiting time, stairs, congestion, parking difficulties, multiple drops, additional labour, and any changes to the agreed job. Where an estimate is provided rather than a fixed quote, the final price may be higher or lower depending on actual circumstances.

Payment terms will be stated during booking. Unless agreed otherwise, payment is due on completion of the service, before unloading is finalised, or at another time specified in advance. We may accept bank transfer, card payment, or other agreed methods. Any bank or card fees, chargeback costs, or failed payment costs caused by the customer may be added to the amount due where permitted by law.

Late payment may result in recovery action, suspension of future bookings, or the addition of lawful interest and administrative costs. If the customer disputes part of an invoice, the undisputed amount must still be paid on time. Any discount, promotional rate, or special arrangement applies only to the specific booking for which it was granted and may be withdrawn if the customer breaches these terms.

4. Cancellations, Postponements, and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the size, duration, and staffing of the job. If you cancel at short notice, we may charge a cancellation fee to cover costs already incurred, including vehicle allocation, labour reservations, fuel, and lost time. For same-day cancellations, the full booking charge may be payable where the work has already been scheduled and cannot be replaced.

If our team arrives at the agreed location and the job cannot proceed due to lack of access, inaccurate information, failure to prepare the goods, absence of the customer, unpaid balances, or unsafe conditions, this may be treated as a late cancellation or no-show. In such cases, waiting time and return journey costs may be charged. Any postponement requested by the customer is subject to availability and may require a revised quote.

We may cancel or suspend a booking if weather, traffic, road closures, vehicle breakdown, illness, safety concerns, or circumstances beyond our control make performance impossible or impractical. In these cases, we will seek to rearrange the service or refund amounts paid for work not yet performed, subject to any lawful deductions already incurred. Man And A Van Elephant And Castle will not be liable for indirect losses arising from a genuine cancellation caused by events outside our control.

5. Liability, Damage, and Insurance

We will exercise reasonable care and skill in carrying out the service. However, our liability is limited to losses or damage directly caused by our negligence, breach of contract, or unlawful act, and only to the extent permitted by UK law. We are not responsible for pre-existing damage, inherent defects, normal wear and tear, or damage resulting from inadequate packing, poor access, or instructions given by the customer.

Where we are found liable, our responsibility may be limited to the repair cost, replacement value, or a reasonable sum reflecting the affected item’s age, condition, and market value, whichever is lower and lawful. Customers should report any visible damage or discrepancy as soon as reasonably possible and before signing any completion note where applicable. Failure to notify us promptly may make it difficult to investigate or verify the issue.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable UK legislation. Any insurance we maintain is subject to its own terms, exclusions, and excesses. Insurance cover does not automatically guarantee payment for every claim.

6. Waste Regulations and Prohibited Disposal

Where the service includes the removal of waste, unwanted household items, or commercial rubbish, both parties must comply with applicable UK waste laws. This includes the Environmental Protection Act 1990, duty of care obligations, and any relevant local or national regulations. Waste must be correctly described, separated where required, and transferred only to lawful facilities or authorised carriers. We may refuse to collect or transport waste that appears unsafe, contaminated, or illegally presented.

Customers must not ask us to dispose of waste in a manner that breaches the law, including fly-tipping, unlicensed dumping, or disposal of hazardous materials without proper classification and handling. If items contain confidential documents, personal data, batteries, oils, paints, electrical waste, or other controlled materials, you must tell us before collection. The customer remains responsible for ensuring that waste transfer information is accurate and that ownership or disposal rights are lawful.

We may issue or retain documentation as required by law, including waste transfer notes, receipts, or records of disposal. If any item is contaminated, dangerous, or misdescribed by the customer, additional charges may apply for lawful handling or specialist disposal. We reserve the right to refuse any waste-related instruction that could place us in breach of legal obligations.

7. Delays, Access, and Waiting Time

Time estimates are provided in good faith but are not guaranteed unless expressly stated as fixed. Delays can occur because of traffic, roadworks, access problems, parking restrictions, weather, or delays caused by other customers. If we are delayed, we will aim to keep you informed and to complete the job as soon as reasonably possible. If the customer causes delay, waiting time may be charged.

You are responsible for arranging suitable access and parking where required. If permits, loading bays, keys, security clearances, or lift access are needed, these should be arranged before the service starts. If access is restricted or impossible, we may be unable to complete the work and may charge for wasted time or return journeys. For a service such as Man and a Van Elephant and Castle, efficient access arrangements are particularly important to avoid disruption and extra cost.

Where the job is delayed by factors outside our control, we may amend the schedule, substitute a suitable vehicle or crew, or decline to proceed if the delay makes the task unsafe or commercially impractical. We will act reasonably in making such decisions and will not deliberately impose unnecessary costs on the customer.

8. Customer Property and Storage During Transit

All items are transported at the customer’s risk except where loss or damage is caused by our proven negligence. Customers should ensure that items are properly packed and labelled, especially when transporting breakables, electrical goods, or mixed household contents. We are not responsible for items hidden in drawers, bags, boxes, or furniture unless expressly declared.

If goods are left with us temporarily, we will take reasonable care, but we do not operate as a storage business unless separately agreed in writing. Any short-term holding arrangement remains subject to availability and may involve separate charges or conditions. We are not liable for deterioration caused by temperature, moisture, or the passage of time unless the loss is directly due to our failure to take reasonable care.

Man And A Van Elephant And Castle may refuse to carry items that are excessively dirty, infested, leaking, or likely to contaminate the vehicle or other goods. If such items are discovered after acceptance, we may stop the job, isolate the item, or ask for immediate removal at the customer’s cost. This is a reasonable measure to protect staff, property, and the law.

9. Complaints and Claims

If you are dissatisfied with any part of the service, you should notify us as soon as possible and provide details of the concern. Where the issue relates to damage, loss, or incomplete work, evidence such as photographs, inventories, or receipts may be required. We will review claims in a fair and timely manner and may request access to the item or location for inspection.

Any claim must be supported by evidence showing that the loss or damage was caused by our service and not by pre-existing conditions, poor packaging, or third-party actions. We may reject claims that are speculative, exaggerated, late, or insufficiently evidenced. Nothing in this section affects any statutory rights you may have as a consumer under UK law. We encourage customers to raise concerns promptly so that they can be addressed efficiently.

10. Variations to Terms, Severability, and Governing Law

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will apply to that booking unless a change is required by law. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force so far as lawful and practical.

Any failure by us to enforce a clause immediately does not mean we waive our right to enforce it later. References to statutes include amendments, re-enactments, and subordinate legislation. These terms are intended to work alongside your statutory rights and do not remove any protections that apply under consumer, contract, transport, or waste law in the United Kingdom.

These Terms and Conditions and any dispute or claim arising from them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory law provides otherwise. By booking Man and a Van Elephant and Castle, you confirm that you have read, understood, and agreed to be bound by these terms.