Terms and Conditions for Man And Van Elephant And Castle

These Terms and Conditions set out the basis on which our Man And Van Elephant And Castle service is provided. By making a booking, confirming a quotation, or allowing us to begin work, the customer agrees to these terms. These conditions are intended to create a clear, fair and practical agreement for both sides. They apply to domestic and commercial moving, item collection, delivery assistance, loading and unloading, and related transport services supplied under the man and van Elephant and Castle name.

For the purposes of these terms, “we”, “us” and “our” refer to the service provider, and “you” or “the customer” refers to the person or business booking the service. The agreement begins when a booking is accepted and remains in force until the service is completed and all payments have been made in full. Any special arrangements, such as waiting time, additional helpers, disposal of waste, or access difficulties, should be agreed in writing or clearly confirmed before the job starts.

We aim to provide a professional and dependable man with a van Elephant and Castle service, but the scope of each job depends on the information supplied at the time of booking. If the customer gives incomplete or inaccurate details, we may need to revise the quotation, amend the vehicle size, add labour, or refuse the job where it cannot safely be completed under the original terms. The customer is responsible for ensuring that the instructions, addresses, access arrangements, and item descriptions are correct.

Booking Process

Bookings may be made by phone, email, online form, or through any other method we make available. A booking is not confirmed until we have accepted the job and, where required, received a deposit or written confirmation. The customer should provide full and accurate information, including pickup and delivery addresses, dates, time windows, item sizes, number of floors, parking considerations, and any restrictions that may affect the move. For the avoidance of doubt, quotes are usually based on the information given at the time of enquiry and may change if the details change.

We may ask for photographs, inventory lists, or additional descriptions in order to assess the job properly. This is particularly important for bulky, fragile, high-value, or awkwardly shaped items. If access conditions require special equipment, multiple operatives, stair carries, long carries, or parking permits, the customer must disclose this before confirmation. If the actual job differs materially from the description supplied, we reserve the right to revise the price or to decline to proceed if the change would make the job unsafe or impractical.

Any estimated arrival time is given in good faith, but it is not guaranteed unless expressly stated. Traffic, road closures, weather, delays at collection points, and circumstances beyond our control may affect timing. We will make reasonable efforts to notify the customer of significant delays. The customer must ensure that someone authorised is present at the pickup or delivery point, unless alternative arrangements have been agreed in advance. If our team cannot gain access, or if the property is unattended without prior agreement, waiting charges or abortive charges may apply.

Payments and Charges

All prices are quoted in pounds sterling unless otherwise stated. Charges may be based on hourly rates, fixed quotes, mileage, labour, vehicle size, congestion or parking costs, waiting time, specialist handling, or additional services such as packing assistance or disposal. Where a fixed quote is provided, it usually assumes the job matches the agreed description and can be completed within the stated terms. If the job changes materially, the price may be adjusted to reflect the extra time, labour, or equipment required.

Payment terms will be confirmed at booking or before the service begins. We may require a deposit to secure the date, especially for larger moves or peak periods. Unless otherwise agreed, full payment is due on completion of the job. We may accept bank transfer, card payment, cash, or other methods, but availability of methods can vary. Any processing fees, chargeback fees, or bank charges caused by failed or reversed payments may be recoverable from the customer where permitted by law.

If payment is not made on time, we reserve the right to suspend any further work, retain goods lawfully until payment is received where a lien may apply, and charge reasonable costs incurred in recovering the debt. Interest may also accrue on overdue sums in accordance with applicable law. The customer remains responsible for all agreed charges, even where a third party arranged or funded the booking, unless we have expressly agreed otherwise in writing.

Cancellations, Rescheduling and No-Shows

The customer may cancel or reschedule a booking by giving notice as early as possible. Because preparation, vehicle allocation, and staffing are often arranged in advance, cancellation fees may apply depending on how much notice is given and whether work has already begun. If a deposit has been paid, it may be non-refundable or partially refundable according to the terms agreed at the time of booking. Any cancellation terms stated in the quotation or booking confirmation will take priority over the general position set out here.

If the customer is not present at the agreed time, fails to provide access, provides the wrong address, or otherwise prevents the service from starting, the booking may be treated as a late cancellation or no-show. In those circumstances, we may charge for lost time, travel, parking, labour, and any other reasonable costs already incurred. Where we arrive and cannot complete the job because the customer is uncontactable or unprepared, the full or partial booking charge may still be payable.

We may cancel or reschedule a booking if we are unable to carry out the service safely or lawfully, if the customer has provided inaccurate information, if payment arrangements are not met, or if circumstances beyond our reasonable control prevent attendance. In such cases, we will aim to offer an alternative date or a refund of any applicable prepaid amount for the unused portion of the service, but we will not be responsible for indirect losses such as missed appointments, lost income, or storage costs unless required by law.

Service Standards and Customer Responsibilities

The customer must ensure that items are packed appropriately unless packing has been included in the service. Fragile goods should be protected using suitable materials, and loose contents should be secured before transit. We are not responsible for deterioration caused by poor packing, pre-existing weakness, hidden defects, or unsuitable containers. If the customer asks us to handle items that are already damaged or unstable, they do so at their own risk unless we have expressly agreed to inspect and accept responsibility in writing.

The customer is responsible for disclosing special handling requirements, including whether items are valuable, delicate, refrigerate-sensitive, heavy, hazardous, or require disassembly. Our team may refuse to move anything that appears unsafe, illegal, excessively heavy without assistance, or likely to cause damage to property or injury to persons. We may also pause work if conditions become unsafe, including due to poor access, aggressive behaviour, severe weather, or inadequate lifting space.

Where the customer requests help with disassembly, reassembly, placing items, or moving goods into specific rooms, this is provided on a reasonable-efforts basis only unless a more detailed service has been agreed. We do not undertake electrical, gas, plumbing, or other specialist trades unless expressly stated. The customer must also make arrangements for pets, children, and vulnerable occupants so that the work can be completed safely and efficiently.

Liability and Insurance

We will use reasonable care and skill in performing the man and van service Elephant and Castle. However, our liability is limited to losses or damage directly caused by our negligence or breach of contract, subject to the exclusions and limitations in these terms and any rights you have under law. We are not liable for delays or failure to perform caused by events outside our reasonable control, including traffic disruption, severe weather, accidents, strikes, road closures, or acts of public authority.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Subject to that, we will not be liable for indirect or consequential losses such as lost profits, missed deadlines, loss of business, emotional distress, or reputational harm. Where liability is established, our maximum liability for any single claim will not exceed the amount paid for the specific service giving rise to the claim, unless a higher cap is required by law.

The customer must inspect goods and report any apparent damage or shortage as soon as reasonably possible after delivery. Hidden damage must be reported promptly and with sufficient detail to allow investigation. Claims may be reduced or refused where the customer fails to mitigate loss, continues to use damaged items, or does not notify us within a reasonable period. We may require evidence such as photographs, purchase receipts, or an inventory before considering any claim.

Waste, Disposal and Environmental Compliance

Where our Elephant and Castle man with a van service includes disposal, clearance, or transport of waste, the customer must tell us exactly what is to be removed. We will only remove and dispose of items in accordance with applicable waste legislation and local authority requirements. The customer confirms that any waste handed to us has not been illegally dumped, misdeclared, or contaminated in a way that would make transport unlawful. We may refuse to handle waste that is hazardous, unlabelled, leaking, pressurised, or otherwise unsuitable for the intended facility.

If waste is collected, the customer authorises us to transport it to an authorised disposal or recycling site, transfer station, or other lawful facility. The customer must not request that waste be abandoned, fly-tipped, or disposed of in a manner that breaches environmental law. Any fines, enforcement action, or additional charges resulting from false descriptions, prohibited materials, or unlawful disposal requests may be passed on to the customer where permitted. We may ask for itemised descriptions of waste streams to ensure compliance with regulatory obligations.

The customer remains responsible for separating any items that require specialist handling, such as electrical goods, batteries, paint, chemicals, fridges, or confidential documents, unless we have agreed otherwise in writing. If we discover that the load contains undeclared hazardous or regulated waste, we may stop the job and charge for time, transport, and safe return or quarantine of the items. By using our Man And Van Elephant And Castle disposal-related service, the customer confirms that they have authority to release the items and that the contents have been accurately described.

Complaints, Changes and General Terms

If the customer wishes to raise a concern, they should do so as soon as practicable after the service so that we can review the matter. We may ask for supporting information and will consider any complaint in good faith. A complaint process does not remove the customer’s duty to pay undisputed sums on time. Any agreed refund or adjustment will be limited to the issue identified and will not create a precedent for future bookings.

We may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of booking will apply to that booking unless a change is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce a term immediately does not mean we waive the right to enforce it later.

These terms, together with the quotation or booking confirmation, form the entire agreement between the customer and us for the relevant service. The customer may not transfer their rights or obligations without our consent. We may assign or subcontract part of the service where appropriate, provided this does not materially reduce the standard of service. No person other than the customer and us has any right to enforce these terms unless applicable law states otherwise.