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 and related removal services within the United Kingdom. By making a booking, using our services, or allowing our staff to perform any work, you agree to be bound by these Terms and Conditions.

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 provider of man and van and removal services.

1.2 "Customer" means any individual, business or organisation that requests or uses the services of the Company.

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

1.4 "Goods" means any property, items, furniture, equipment, or belongings which are the subject of the Services.

1.5 "Booking" means a confirmed request for Services for a specific date, time, and service description, as agreed between the Customer and the Company.

2. Scope of Services

2.1 The Company provides man and van and related removal services primarily in and around Elephant and Castle and other areas within the United Kingdom, subject to availability.

2.2 The exact scope of Services, including the number of staff, size of vehicle, address details, and estimated duration, will be agreed at the time of Booking.

2.3 Any additional services requested on the day, such as extra staff, additional stops, or extended waiting time, may be provided at the Company’s discretion and will be chargeable in accordance with the Company’s current rates.

3. Booking Process

3.1 A Booking is made when the Customer provides full and accurate details of the job, including collection and delivery addresses, access information, approximate volume of Goods, and preferred date and time.

3.2 Bookings may be provisional until confirmed by the Company. Confirmation will be communicated to the Customer by the method used when the Customer contacted the Company, or by any other agreed communication method.

3.3 The Customer is responsible for ensuring that all information given at the time of Booking is accurate and complete. Any change in details, including addresses, dates, times, access conditions, or the quantity or nature of Goods, may result in additional charges or, in some cases, the Company being unable to carry out the Services as originally booked.

3.4 The Company reserves the right to refuse any Booking at its sole discretion.

4. Customer Responsibilities

4.1 The Customer must ensure that they, or an authorised representative, are present at the agreed collection and delivery addresses at the scheduled times to provide access, give instructions, and sign any relevant paperwork.

4.2 The Customer is responsible for:

(a) Packing and securing Goods safely and suitably for transport, unless packing forms part of the agreed Services.

(b) Ensuring that all Goods to be moved are clearly identified and ready for loading at the start of the job.

(c) Arranging appropriate parking at both collection and delivery addresses, including any required permits or permissions, and paying any parking charges.

(d) Ensuring safe and reasonable access to the property, including notifying the Company in advance of any access restrictions, narrow streets, low bridges, internal stairs, or lifts.

4.3 The Customer must not request the Company to transport any items that are prohibited, illegal, unsafe, or excluded under these Terms and Conditions.

5. Payments and Charges

5.1 Charges for Services will be communicated to the Customer at the time of Booking. The pricing may be based on an hourly rate, a fixed quotation, or a combination of both, depending on the nature of the removal.

5.2 Unless otherwise agreed in writing, the Customer must pay all charges immediately upon completion of the Services on the day of the move. For certain bookings, the Company may require advance payment or a deposit to secure the Booking.

5.3 Payment methods and any applicable surcharges will be notified to the Customer prior to or at the time of Booking.

5.4 If the duration of the job exceeds any pre-agreed time, or if additional services are requested by the Customer, further charges will apply at the Company’s current rates. Waiting time caused by the Customer, or by circumstances under the Customer’s control, may be charged as part of the hourly rate or at an agreed waiting rate.

5.5 If payment is not received when due, the Company reserves the right to:

(a) Suspend or refuse further Services until payment is made in full.

(b) Charge interest on overdue amounts at the statutory rate applicable under UK law, accruing daily until payment is made.

(c) Recover any costs reasonably incurred by the Company in recovering overdue sums, including legal and debt recovery costs.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by providing notice to the Company as soon as possible.

6.2 If the Customer cancels a Booking:

(a) More than 48 hours before the scheduled start time, no cancellation fee may be charged, subject to any non-refundable deposits or third-party costs already incurred.

(b) Within 48 hours but more than 24 hours before the scheduled start time, the Company may charge a reasonable cancellation fee, which may include the loss of any deposit paid.

(c) Within 24 hours of the scheduled start time, on the day of service, or after the Company’s vehicle and staff have been dispatched, the full estimated charge may become payable.

6.3 If the Customer wishes to change the date, time, or scope of a Booking, the Company will make reasonable efforts to accommodate the request, but cannot guarantee availability. Amendments may incur additional charges.

6.4 The Company reserves the right to cancel or reschedule a Booking due to reasons beyond its control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably possible and offer an alternative time or a refund of any pre-paid charges, but will not be liable for any indirect or consequential losses.

7. Excluded and Restricted Items

7.1 The Company does not transport:

(a) Illegal, stolen, or counterfeit goods.

(b) Hazardous, flammable, explosive, or corrosive materials, including petrol, gas cylinders, paints, chemicals, or similar substances.

(c) Perishable goods that require special storage conditions.

(d) Live animals, plants requiring controlled conditions, or human or animal remains.

(e) Cash, precious metals, jewellery, valuable documents, or items of exceptional value unless expressly agreed in writing in advance and appropriately insured by the Customer.

7.2 The Customer is responsible for ensuring that no prohibited items are included within the Goods. The Company may refuse to load or transport any item that it reasonably believes to be unsafe, illegal, or not properly declared.

8. Liability for Loss or Damage

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

8.2 The Company will not be liable for:

(a) Loss or damage arising from the Customer’s failure to adequately pack or protect Goods, unless packing was carried out by the Company as part of the agreed Services.

(b) Loss or damage to fragile items, including but not limited to glass, mirrors, china, electronic items, artwork, or antiques, unless the Company has specifically agreed in writing to handle such items and they have been appropriately packed.

(c) Loss or damage arising from faulty or defective Goods, or where Goods are already damaged or worn.

(d) Indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, resulting from delay, damage, or failure to complete the Services.

8.3 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible, and in any event within seven days of completion of the Services. The Customer must provide reasonable evidence of the alleged loss or damage.

8.4 The Company’s total liability for any loss of or damage to Goods, whether arising in contract, tort (including negligence), or otherwise, will be limited to a reasonable sum, having regard to the nature and value of the Goods and the charges paid for the Services, and in accordance with any applicable statutory limitations.

8.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited.

9. Delays and Access Issues

9.1 The Company will use reasonable endeavours to adhere to scheduled arrival and completion times, but all times are estimates only. The Company is not liable for any delay caused by traffic, weather, road closures, accidents, vehicle breakdown, or other events beyond its reasonable control.

9.2 If the Company is prevented from carrying out any part of the Services due to inadequate access, lack of parking, incorrect addresses, or the Customer’s failure to be present, the Company may charge for waiting time, additional labour, or, where the job cannot be completed, for the full or partial value of the Booking.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company may not remove or dispose of waste unless this has been specifically agreed as part of the Services and is compliant with relevant law.

10.2 Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to dispose of those items and that they do not constitute hazardous or controlled waste requiring specialist handling, unless expressly agreed.

10.3 The Company reserves the right to refuse to remove any items that in its reasonable opinion may breach waste regulations or pose environmental or health and safety risks.

10.4 Any additional charges imposed by authorised waste facilities, including tipping fees or surcharges for specific items such as mattresses, electrical items, or bulky waste, will be passed on to the Customer and may be added to the final invoice.

11. Insurance

11.1 The Company maintains appropriate insurance cover for its vehicles and public liability, in accordance with UK legal requirements.

11.2 It is the Customer’s responsibility to arrange any additional insurance cover for Goods, especially high-value items, if required. The Company strongly recommends that the Customer considers suitable contents or removals insurance.

12. Complaints

12.1 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 Company has an opportunity to investigate and, where appropriate, seek to resolve the matter.

12.2 Any formal complaints must be made in writing, providing full details of the Booking, the issues experienced, and any loss or damage claimed.

13. Data Protection and Privacy

13.1 The Company will collect and use personal information provided by the Customer for the purpose of managing Bookings, providing Services, processing payments, and fulfilling its legal obligations.

13.2 The Company will take reasonable steps to protect personal information and will not sell or share such information with third parties except where necessary to provide the Services, process payments, comply with legal requirements, or where the Customer has given consent.

14. Variation of Terms

14.1 The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking, unless a change is required by law or regulation.

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 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, whether contractual or non-contractual.

16. Severability

16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed to be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

17. Entire Agreement

17.1 These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations, or agreements, whether oral or written.

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