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 domestic and commercial moving services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are designed to create a clear understanding of the booking process, pricing, cancellation rights, liability limits, and waste handling responsibilities. They apply to all standard man and van services, including loading, transport, unloading, and where agreed, additional handling tasks connected with a move.
For the purposes of these terms, “we”, “us”, and “our” refer to Elephant And Castle Man And Van, and “you” or “the customer” refers to the person requesting the service, including any person acting on their behalf. If the service is booked by an agent, property manager, employer, or other representative, that person confirms they have authority to accept these terms on behalf of the customer. A booking may involve one vehicle, multiple movers, or a combination of transport and labour, depending on the agreed service scope. All services are provided subject to vehicle availability, access conditions, and lawful operation.
These terms should be read together with any written quotation, job confirmation, or service-specific notes supplied before the move. If there is any conflict between these terms and a written agreement expressly accepted by both parties, the written agreement will apply only to the extent of the inconsistency. No variation is effective unless agreed in writing by us. We may update these terms from time to time, but the version in force at the time of booking will apply to that booking unless a different version is agreed in writing.
Booking Process
A booking with Elephant And Castle Man And Van is usually made by providing the essential job details and receiving a quotation or estimate. Information may include the collection and delivery addresses, preferred date, access arrangements, item inventory, parking restrictions, stair access, and any special handling requirements. The customer must provide accurate and complete information. If material details are omitted or change before the job begins, we reserve the right to revise the quotation, alter timings, or decline to proceed if the revised conditions are unsafe or unworkable.
Once a price is offered, it may be based on a fixed fee, hourly rate, minimum charge, or a combination of these methods. A quotation is normally valid for a limited period and may be withdrawn or amended if the job details change, the requested date becomes unavailable, or fuel, labour, or parking assumptions are materially affected. A booking is confirmed only when we have accepted the job and, where required, received any deposit, booking fee, or written confirmation from the customer. We are not obliged to hold a provisional slot unless specifically agreed.
Service timing is estimated rather than guaranteed unless a guaranteed slot is expressly stated in writing. Arrival times may be affected by traffic, weather, prior job overruns, access restrictions, or other circumstances outside our reasonable control. The customer should ensure that the property is ready, items are packed unless packing has been expressly included, and all relevant parties are available at the agreed time. If our team cannot begin or complete work due to customer delay, inaccurate information, lack of access, or unsafe conditions, additional waiting or return charges may apply.
If the job requires parking permits, loading bay use, building access arrangements, or keys held by a third party, the customer is responsible for arranging these in advance unless we have agreed otherwise in writing. We may refuse to move items that are prohibited, unsafe, structurally unstable, excessively heavy without prior notice, or not reasonably suitable for transport in the assigned vehicle. Any item list supplied at the time of booking must be kept up to date. Additional items discovered on the day may result in a revised price, a later completion time, or the need for an additional vehicle.
Where multiple stops are involved, the customer must tell us in advance. We may accept or decline multi-drop work depending on distance, timing, and vehicle capacity. Any change in route, destination, or service level requested after confirmation is subject to our approval and may incur extra charges. By booking a man and van service, the customer confirms that the goods to be moved are lawful to transport and that any necessary declarations have been made to us before the job starts.
All instructions from the customer or their authorised representative must be lawful and practical. We will not be responsible for delays caused by unclear instructions, missing keys, inaccessible lifts, blocked entrances, or third-party disputes. If the customer asks us to continue despite a risk to property or personal safety, we may stop the job immediately. In such circumstances, charges may still apply for time spent, travel, and labour already provided.
Payments
Payment terms for Elephant And Castle Man And Van depend on the type of booking and the agreed quotation. Unless otherwise stated, payment is due on completion of the service on the same day. We may require a deposit, part payment, or full payment in advance for peak dates, larger jobs, specialist handling, or repeat bookings. Accepted payment methods will be stated at the time of booking and may include bank transfer, debit card, credit card, or another approved method. Cash may be accepted only where previously agreed.
All prices are stated in pounds sterling unless otherwise specified. Any quotation may exclude parking charges, congestion-related fees, tolls, ferry costs, congestion zone charges, waiting time, dismantling, packing materials, or other ancillary expenses unless they are expressly included. If such costs are incurred in performing the service, the customer agrees to reimburse them where they were reasonably necessary and have been explained or evidenced. We may issue an amended invoice if the job scope changes or if inaccurate information was supplied before booking.
Late payment may result in an administration charge or recovery action, where permitted by law and where reasonable notice has been given. We reserve the right to withhold future services until outstanding balances are settled. If payment is made by card or transfer and the transaction is reversed, charged back, or rejected without valid reason, the customer must repay the disputed amount together with any reasonable bank or administrative costs incurred. Title to any goods transported does not pass to us; however, payment obligations remain enforceable regardless of any property transfer.
Cancellations and Amendments
The customer may cancel or amend a booking by giving notice as early as possible. Cancellation charges may apply depending on how much notice is provided and whether we have already reserved vehicles, labour, or specialist equipment for the job. If a booking is cancelled at short notice, we may charge for lost time, unrecoverable expenses, and any work already carried out in preparation for the service. Any deposit or booking fee may be retained in full or in part to reflect administrative costs or lost availability, where lawful.
If the customer requests a date change, we will try to accommodate the request, but alternative dates are subject to availability and may require a revised quotation. Where a service has already started, cancellation by the customer does not remove liability for work completed up to the point of termination. If the customer fails to attend, is not ready, or prevents us from commencing the job within a reasonable period, the booking may be treated as cancelled by the customer and a call-out charge or minimum charge may apply.
We may cancel or postpone a booking where unavoidable circumstances arise, including vehicle breakdown, severe traffic disruption, extreme weather, staff illness, unsafe access, legal restrictions, or other events beyond our control. Where possible, we will notify the customer promptly and seek to rearrange the job. If we must cancel and cannot offer a suitable alternative, any advance payment for the cancelled service will normally be refunded, subject to any non-recoverable costs already incurred and any lawful deductions disclosed to the customer.
If the customer asks us to wait beyond the agreed time because the property is not ready or access is delayed, additional waiting time charges may be applied. If the job cannot proceed due to reasons within the customer’s control, we may leave the site and charge for the time spent attending the booking. Repeated postponements or last-minute amendments may require a fresh quotation. The customer should always ensure that all changes are confirmed before the job starts.
Refunds, where applicable, are made only for sums properly due after taking account of work completed, charges incurred, and any lawful cancellation terms. We do not guarantee refunds for services already delivered in full or in part. If a refund is approved, it will usually be processed using the original payment method unless another method is agreed. Nothing in these terms affects any non-excludable rights under UK consumer law, including rights relating to services not provided with reasonable care and skill.
Liability and Insurance
We take reasonable care when loading, transporting, and unloading goods, but our liability is limited as set out below and subject to applicable law. The customer is responsible for ensuring that fragile, valuable, sentimental, or high-risk items are properly packed and declared in advance. Unless we have expressly agreed to provide packing, dismantling, or specialist handling, we are not responsible for damage caused by poor packing, unsuitable containers, hidden defects, or the inherent nature of the items themselves. Glass, mirrors, artwork, antiques, electronics, and delicate furniture should be identified before the move.
We are not liable for loss or damage arising from inaccurate descriptions, inadequate packaging, pre-existing faults, unavoidable movement during transit, or failure of the customer to provide correct instructions. Our liability for direct loss or damage caused by our negligence will be limited, to the fullest extent permitted by law, to the lesser of the repair cost, replacement value, or the amount recoverable under our applicable insurance, subject to evidence being provided. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.
The customer must inspect their items as soon as reasonably practicable after delivery and notify us promptly of any alleged damage or shortage. Claims made long after completion may be difficult to investigate and may be declined if prejudice results from delay. We are not responsible for consequential or indirect losses, including loss of profit, business interruption, missed appointments, or emotional distress, except where such exclusion is prohibited by law. Any claim must be supported by reasonable evidence, including photographs, inventory records, or receipts where available.
Customer Responsibilities
The customer must ensure that all goods are ready for transport unless packing has been included in the booking. Items should be accessible, safely presented, and free from hidden hazards. The customer must also tell us about any items that require special lifting, disassembly, or careful orientation during transit. We may decline to move items that present a risk to our team, other property, or the vehicle. If a move includes appliances, the customer is responsible for disconnecting them safely unless we have agreed to do so as part of the service.
The customer warrants that they have the right to instruct the movement of the goods and that no item supplied for transport is stolen, counterfeit, illegal, or otherwise prohibited. The customer must not include hazardous substances, live animals, firearms, explosives, regulated chemicals, or any item whose transport would breach law or safety rules. If such items are discovered, we may refuse carriage immediately and may notify the relevant authorities if required. Any costs incurred because of a breach of these obligations may be charged to the customer.
Access and parking must be legal and reasonably safe. If fines, penalties, or enforcement action arise because the customer supplied incorrect access information or requested us to park or stop unlawfully, the customer will be responsible for those costs to the extent permitted by law. The customer should also protect flooring, walls, and communal areas where appropriate and should advise us of any building rules, lift restrictions, or time limits before the job starts. Cooperation between the customer and our team helps the service run efficiently and safely.
Waste Regulations
If the service includes disposal, removal of unwanted items, or clearance of waste, the customer must understand that waste handling is subject to UK waste law and environmental requirements. We will only transport, dispose of, or transfer waste in a lawful manner. Where required, the customer must describe the waste accurately and must not mix ordinary household rubbish with hazardous or controlled materials unless we have expressly agreed and are legally permitted to handle them. We may refuse any waste that is contaminated, unsafe, or improperly declared.
Under applicable waste regulations, the customer remains responsible for ensuring that items presented for removal are lawful to dispose of and correctly identified. If the service involves clearance of commercial waste, builder’s waste, electrical items, mattresses, or reusable goods, additional fees, handling rules, or documentation may apply. We may keep records of waste movements, disposal destinations, and related details where required by law or operational practice. The customer agrees to provide any information reasonably necessary for compliance.
We do not accept responsibility for waste that is concealed, misdescribed, or handed over in breach of legal restrictions. If prohibited waste is discovered after collection, we may return it, isolate it, or take other lawful steps. Any extra transport, storage, or disposal costs resulting from inaccurate declarations will be charged to the customer. The customer must not ask us to dispose of items unlawfully or to avoid applicable charges, and we reserve the right to refuse any request that could cause a regulatory breach.
Governing Law and General Terms
These terms and any dispute or claim arising from them, or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute unless mandatory consumer law provides otherwise. If the customer is ordinarily resident elsewhere in the UK, nothing in these terms removes any rights or protections that apply under the law relevant to that residence where such rights cannot be excluded.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right or remedy shall operate as a waiver of that right. A waiver of one breach does not amount to a waiver of any later breach. Headings are for convenience only and do not affect interpretation. References to any statute or regulation include amendments, re-enactments, or replacements made from time to time.
The customer may not assign or transfer rights under these terms without our prior written consent. We may assign or subcontract any part of the service as needed, provided the quality and legal obligations of the service are maintained. By proceeding with a booking for Elephant And Castle Man And Van, the customer confirms that they have read, understood, and accepted these terms and that all information provided is accurate to the best of their knowledge. These terms form the entire agreement between the parties for the booked service, unless supplemented by a separate written contract.