Man and a Van Elephant and Castle Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Elephant and Castle provides removal and related services within the United Kingdom. By making a booking, you agree that you have read, understood, and accept these Terms and Conditions on your own behalf and on behalf of any other person using the services under your booking.

1. Definitions

In these Terms and Conditions:

Customer means the individual or business making the booking for removal or related services.

We, us, our, and Company mean Man and a Van Elephant and Castle.

Services means any man and van, removal, transport, loading, unloading, packing, or related services provided by us.

Vehicle means any van or other vehicle we use to provide the Services.

Goods means the items, belongings, or property that you ask us to move, handle, transport, or store.

2. Scope of Services

We provide man and van and removal services including, where agreed, loading, unloading, packing assistance, and short-distance transport within our service area and more widely across the UK by prior arrangement.

The exact scope of the Services for your booking, including the number of movers, size of van, start time, date, and collection and delivery addresses, will be confirmed at the time of booking.

We reserve the right to decline or cease provision of Services where doing so would breach health and safety requirements, road traffic regulations, or waste and environmental rules.

3. Booking Process

3.1 Booking request

You may request a booking by providing us with accurate information about:

the collection and delivery addresses

the type and approximate volume of Goods

any heavy, fragile, or high-value items

access conditions, such as stairs, lifts, restricted parking, or distance from the Vehicle

your preferred date, time, and any time restrictions

any special requirements.

3.2 Quotation

Based on the information you provide, we will give you a quotation. Quotations may be given as a fixed price, an hourly rate, or a minimum charge plus hourly rate. Quotations are valid only for the details and date supplied and may be revised if your requirements change or if the information provided was incomplete or inaccurate.

3.3 Confirmation

Your booking is only confirmed when we have accepted your request and you have accepted the quotation and any applicable deposit requirements. We may confirm acceptance verbally or in writing. We are not obliged to provide Services for unconfirmed or provisional bookings.

3.4 Changes to your booking

If you wish to amend your booking, you must notify us as soon as possible. Changes are subject to availability and may result in an adjusted quotation. Where significant changes are requested at short notice, we reserve the right to treat this as a cancellation and new booking.

4. Prices and Payment

4.1 Pricing

Prices will be as set out in your quotation. Prices may be based on time, distance, volume, access, and the number of staff and vehicles required. Additional charges may apply for:

waiting time caused by delays outside our control

extra labour required due to poor access or additional items

additional stops or diversions not agreed at the time of booking

out-of-hours work if requested or required.

4.2 Deposits

We may require a deposit to secure your booking. If a deposit is required, your booking is not confirmed until the deposit has been received. Deposits may be non-refundable, subject to the cancellation provisions set out in these Terms and Conditions.

4.3 Payment terms

Unless we agree otherwise in writing, payment is due in full immediately upon completion of the Services on the day of the move. For longer bookings or business customers, we may agree alternative payment terms, which will be confirmed prior to the start of the Services.

4.4 Late payment

If payment is not made when due, we reserve the right to:

charge reasonable late payment fees and interest as permitted under UK law

withhold delivery of Goods until payment is made in full

retain Goods under a lien until all outstanding sums are paid.

5. Cancellations and Rescheduling

5.1 Customer cancellation

If you wish to cancel your booking, you must notify us as soon as possible. The following cancellation charges may apply:

Cancellation more than 7 days before the service date: deposit may be refunded at our discretion, less any reasonable administrative costs.

Cancellation 2 to 7 days before the service date: we may retain all or part of the deposit.

Cancellation less than 48 hours before the service date or on the day: up to 100 percent of the quoted price may be charged.

Any specific cancellation terms that form part of your quotation will apply in addition to these general terms.

5.2 Rescheduling

Requests to reschedule are subject to availability. If you request to reschedule within 48 hours of the agreed arrival time, this may be treated as a cancellation and new booking, and cancellation charges may apply.

5.3 Cancellation by us

We reserve the right to cancel or suspend the Services at any time if:

you have not paid a required deposit or previous amounts due

you provide incomplete, inaccurate, or misleading information

conditions at the collection or delivery address pose a health and safety risk

you request us to move items that breach these Terms and Conditions or applicable law

events beyond our reasonable control occur, such as severe weather, vehicle breakdown, or accidents.

In such cases, our liability will be limited to refunding any deposit or prepayment received for Services not provided, unless the cancellation is due to your breach of these Terms and Conditions.

6. Customer Responsibilities

6.1 Packing and preparation

You are responsible for ensuring that Goods are properly packed, protected, and ready for transport, unless we have agreed to provide packing services. Fragile items should be clearly identified, and any special handling instructions must be given in advance.

6.2 Access and parking

You must ensure suitable parking and access at both collection and delivery addresses. Any parking permits, parking fees, or fines are your responsibility unless we agree otherwise in writing. If our Vehicle cannot park reasonably close to the property, additional charges may apply for extra carrying distance or time.

6.3 Presence during the move

You or a responsible representative must be present throughout loading and unloading to supervise and ensure that all Goods are collected and delivered as required. You are responsible for checking the premises and Vehicle before we leave to ensure nothing has been left behind.

6.4 Prohibited and restricted items

You must not request us to move any of the following without our prior written consent:

illegal goods or substances

hazardous materials, including explosives, gas cylinders, flammable liquids, or toxic substances

cash, jewellery, watches, precious metals, or other high-value items

animals or plants

perishable goods requiring controlled storage conditions

items which are unsafe, inadequately packed, or which may cause damage.

We may refuse to move any item which, in our reasonable opinion, poses a risk to safety, property, or compliance with law.

7. Liability and Limitations

7.1 Our duty of care

We will exercise reasonable care and skill in providing the Services. However, our liability is subject to the exclusions and limitations set out in these Terms and Conditions.

7.2 Excluded liability

We are not liable for:

loss or damage arising from your failure to pack Goods properly

loss or damage to the contents of boxes, drawers, or containers that we did not pack

pre-existing damage, wear and tear, or inherent defects in Goods

damage to furniture or items that require dismantling or reassembly, unless we have agreed to provide this service and the damage is directly caused by our negligence

indirect or consequential loss, including loss of profits, income, or opportunity.

7.3 Liability cap

Unless otherwise agreed in writing, our total liability for loss of or damage to Goods arising from our negligence shall not exceed a reasonable replacement value per item and is subject to an overall cap for each booking. You are responsible for arranging your own insurance if the value of your Goods exceeds our liability cap or if you require wider cover.

7.4 Reporting loss or damage

You must inspect your Goods and premises as soon as reasonably possible. Any apparent loss or damage must be reported to us in writing as soon as practicable and no later than 7 days after completion of the Services. We may decline to consider claims notified outside this period if the delay prevents us from properly investigating the circumstances.

7.5 Delay and missed delivery times

We will make reasonable efforts to arrive within agreed time windows but cannot guarantee exact arrival or completion times. Time is not of the essence. We are not liable for delays caused by events outside our reasonable control, including traffic, road closures, accidents, or adverse weather.

8. Waste, Rubbish, and Environmental Regulations

8.1 Waste carrier rules

We operate in accordance with applicable UK waste and environmental regulations. We may remove and transport waste only where it complies with relevant rules and where we are permitted to do so.

8.2 Prohibited waste

We will not transport hazardous, clinical, or controlled waste, or any waste that we are not legally permitted to carry. This includes, but is not limited to, chemicals, solvents, asbestos, gas bottles, and contaminated materials.

8.3 Customer responsibility for disposal

You are responsible for ensuring that any items you ask us to remove as waste are suitable and lawful for disposal. We may refuse to take any items if we reasonably believe that doing so would breach waste regulations or pose environmental or health and safety risks.

8.4 Additional charges for waste

Where we agree to remove waste or unwanted items, this service may be charged separately from removal services. Disposal fees, tipping costs, and any related charges will be included in your quotation or advised before we proceed. If unexpected waste is presented on the day, we may apply additional charges or refuse to remove it.

9. Insurance

We maintain insurance appropriate for a removal business operating within the UK. This does not replace your responsibility to insure your own Goods. You should arrange suitable insurance cover for your property, particularly for high-value or delicate items, as our liability is limited as set out in these Terms and Conditions.

10. Health and Safety

We will carry out the Services with regard to the health and safety of our staff, you, and the public. We may refuse to carry items or work in conditions that, in our reasonable opinion, present an unacceptable risk, such as unsafe structures, excessive clutter, or aggressive behaviour. You must not request any action that would breach health and safety laws or put our staff at risk.

11. Complaints

If you are dissatisfied with any aspect of the Services, you should raise the issue with us as soon as possible, ideally on the day of the move so that we have the opportunity to address it. If a resolution cannot be reached immediately, you should submit a written complaint describing the issue, including dates, addresses, and any supporting information, within 7 days of the service date. We will review your complaint and respond within a reasonable time.

12. Data Protection and Privacy

We will use your personal information only for the purposes of managing your booking, providing the Services, handling payments, and, where applicable, complying with legal obligations. We will take reasonable steps to keep your personal data secure and will not sell or disclose it to third parties except where necessary to deliver the Services or where required by law.

13. Force Majeure

We are not liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to severe weather, natural disasters, strikes, lockouts, war, civil unrest, pandemics, road closures, or mechanical breakdowns that could not reasonably have been prevented. In such circumstances, we will endeavour to reschedule the Services at a mutually convenient time.

14. Governing Law and Jurisdiction

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. You and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

15. General Provisions

15.1 Entire agreement

These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and us and supersede any prior understandings or agreements relating to the Services.

15.2 Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

15.3 No waiver

Failure or delay by us in enforcing any right or provision of these Terms and Conditions shall not constitute a waiver of that right or provision.

15.4 Updates to these terms

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Services. You should review the Terms and Conditions whenever you make a new booking.