Elephant and Castle Man and Van Terms and Conditions
These Terms and Conditions set out the basis on which Elephant and Castle Man and Van provides man and van, removals, and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, business, or organisation that books or uses our services.
Company, we, us or our means Elephant and Castle Man and Van providing the services.
Services means any man and van, removal, loading, unloading, packing, furniture moving, transporting, or related services provided by us.
Vehicle means any van or vehicle operated by or on behalf of the Company to carry out the services.
Goods means any personal belongings, furniture, equipment, or other items handled, moved, or transported by us.
Service Area
Our primary service area covers local man and van and removal services in and around Elephant and Castle and the surrounding London districts. We may, at our discretion, provide services across greater London and to or from other locations within the United Kingdom. All bookings remain subject to availability, travel distance, and our operational capacity on the requested dates.
Booking Process
All bookings must be made directly with us and confirmed by our team. You may request a quotation by providing accurate details about:
Pickup and delivery addresses.
Property access details, including floor level, lifts, stairs, and parking arrangements.
The approximate volume, nature, and value of the goods.
Any special handling requirements.
Requested date, time, and duration of the service.
Quotations are based on the information you provide. If the information later proves to be inaccurate or incomplete, we reserve the right to amend the price, allocation of staff, or vehicles, or refuse to complete the service if it would be unsafe or unreasonable to do so.
A booking is only confirmed once we have expressly accepted it. We may require a deposit or prepayment to secure your booking. Provisional or tentative bookings are not guaranteed and may be released if the requested date or time becomes unavailable.
Access, Parking, and Restrictions
You are responsible for ensuring that adequate and lawful parking is available for our vehicles at both collection and delivery addresses. This may include arranging parking permits or visitor permits where required.
Any parking charges, tolls, or congestion charges incurred while carrying out the service will be added to your final bill unless otherwise agreed in writing. You are also responsible for any parking penalties incurred as a direct result of your instructions or failure to provide accurate information about parking restrictions, loading bays, or access rules.
You must inform us in advance of any access issues, such as narrow streets, low bridges, height or weight restrictions, roadworks, or time-limited loading zones, that may affect the service. If we are unable to complete the service due to access issues outside our control, this will be treated as a chargeable cancellation or wasted journey.
Customer Responsibilities
You agree to:
Ensure that you or an authorised adult representative is present at collection and delivery locations for the duration of the service.
Provide clear instructions about which items are to be moved and where they should be placed.
Properly pack and secure your goods unless you have booked a packing service.
Disconnect, defrost, or prepare appliances and equipment before the scheduled service time.
Ensure that all fragile, valuable, or delicate items are appropriately packed and clearly labelled.
Advise us in advance of any goods of high value or requiring special handling, such as antiques, artwork, musical instruments, or sensitive electronics.
If you fail to comply with these responsibilities, we may refuse to move certain items, and we will not be liable for delays or additional costs that result.
Payments and Charges
Prices may be quoted as fixed fees for specific jobs or as hourly rates with a minimum charge period, as confirmed at the time of booking. Time-based bookings are charged from the agreed start time or the arrival time of our team at the pickup location, whichever is earlier, until the service is completed.
Additional charges may apply for:
Extra time beyond the booked period.
Additional staff or vehicles required on the day due to underestimated job size or access difficulties.
Out of hours services such as late evening, early morning, weekends, or bank holidays.
Waiting time due to your delayed access, lack of keys, or incomplete packing.
Long carries from the property to the vehicle due to poor access or parking distance.
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately on completion of the service. We reserve the right to require full or partial prepayment before commencing any work.
If payment is not received when due, we may:
Refuse to unload goods until payment has been made in full.
Apply late payment charges or interest at the statutory rate.
Retain goods in our possession until outstanding balances are cleared, in accordance with applicable law.
Cancellations and Amendments
If you wish to cancel or amend your booking, you must notify us as early as possible. Our cancellation policy is as follows, unless otherwise agreed in writing:
Cancellations made more than 48 hours before the scheduled start time may be accepted without a cancellation fee, except for non-refundable deposits or specific costs already incurred by us.
Cancellations made within 24 to 48 hours of the scheduled start time may incur a cancellation charge of up to 50 percent of the quoted price.
Cancellations made within 24 hours of the scheduled start time, or failure to be present when our team arrives, may be charged at up to 100 percent of the quoted price.
Amendments, such as changes in date, time, addresses, or job size, are subject to availability and may result in revised pricing. We are under no obligation to accept amendments, particularly at short notice, but will make reasonable efforts to accommodate you.
Goods We Do Not Move
We do not carry or handle:
Illegal goods or items obtained unlawfully.
Flammable, explosive, or hazardous materials, including gas cylinders, fuel, chemicals, or solvents.
Perishable goods requiring controlled temperatures.
Animals, livestock, or live plants that may be damaged in transit.
Waste materials, rubble, construction debris, or clinical waste, except where agreed as a separate service and compliant with waste regulations.
Cash, jewellery, precious metals, or other exceptionally high value items, unless expressly agreed in writing and appropriately insured.
If any prohibited items are included without our knowledge, we accept no responsibility for loss, damage, or penalties arising, and you will be fully liable for any resulting costs or claims.
Waste and Environmental Regulations
We are not a general waste disposal company. Any removal or disposal of unwanted items must comply with UK waste and environmental regulations, including the requirement to use licensed waste transfer stations and to avoid fly-tipping.
Where we agree to remove unwanted items, an additional charge will be quoted for the handling, transport, and legal disposal of such items. We will not collect or dispose of hazardous, clinical, or restricted waste.
You must not ask us to dispose of items unlawfully or to leave goods in locations that would be considered illegal dumping. If you insist on such actions, we will refuse to proceed and may cancel the service, with any applicable cancellation fees charged.
Liability and Insurance
We will exercise reasonable care and skill in providing our services. Our liability for loss or damage is subject to the limitations set out in this section.
We are not liable for:
Loss or damage arising from your failure to pack goods adequately, unless we have provided a packing service for those specific items.
Damage to goods that were already defective, worn, or fragile beyond normal handling.
Loss of data or software from computers, hard drives, or electronic devices.
Damage caused by your instructions, including moving items through tight spaces or over obstacles where the risk has been explained to you.
Loss or damage arising from events beyond our reasonable control, including traffic delays, extreme weather, accidents not caused by our negligence, or acts of third parties.
Our liability for loss or damage to goods, where established, will normally be limited to a reasonable repair or replacement cost, up to a maximum amount per job as specified in our insurance arrangements or as otherwise notified to you. You are responsible for arranging additional insurance if the value of your goods exceeds our standard cover or the quoted job value.
We will not be liable for any indirect or consequential loss, including loss of income, profit, or opportunity, arising out of or in connection with the services provided.
Claims and Complaints
If you believe that loss or damage has occurred, you must notify our team as soon as reasonably possible, preferably before they leave the delivery address. Any visible damage should be recorded at that time.
Formal complaints or claims must be submitted to us in writing within a reasonable period after the service date, providing full details of the alleged loss or damage and supporting evidence where available. Failure to notify us promptly may affect our ability to investigate and may limit any liability we may have.
We will investigate all genuine complaints and, where appropriate, offer a remedy in line with these Terms and Conditions and applicable law.
Delays and Events Beyond Our Control
While we aim to arrive and complete work at the agreed times, all timings are estimates and may be affected by traffic, weather, road closures, accidents, or other circumstances beyond our control. We will make reasonable efforts to keep you informed of any significant delays.
We will not be liable for any loss or expenses you incur as a result of delays caused by events outside our reasonable control. In cases of severe disruption, we may rearrange the service for another mutually convenient time.
Health and Safety
Our staff are required to work in a manner that is safe for themselves, you, and the public. We may refuse to carry out any task that, in our reasonable opinion, would create a health and safety risk, such as lifting excessively heavy items without proper equipment, working at unsafe heights, or operating in hazardous environments.
You must ensure that the premises are safe and free from hazards, including loose flooring, exposed wiring, or obstructed walkways. We may pause work until hazards are removed or mitigated.
Use of Subcontractors
We may, at our discretion, use subcontractors or third-party providers to carry out all or part of the services. In such cases, we will remain responsible for the overall performance of the services under these Terms and Conditions, unless we expressly state otherwise at the time of booking.
Personal Data
We will collect and use your personal information only as necessary to provide our services, manage bookings, process payments, and comply with legal obligations. Your details will be handled in accordance with applicable UK data protection laws.
Variation of Terms
We reserve the right to update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that particular service, unless changes are required by law.
Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided shall be governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services, whether contractual or non-contractual.
Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation we provide, constitute the entire agreement between you and us in relation to the services and supersede any previous agreements, understandings, or representations, whether oral or written.
