Terms and Conditions

Elephant and Castle Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Elephant and Castle Man and Van provides man and van, removals, collection, delivery and related services within the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 Customer, you and your mean the person, firm or company who requests or purchases services from us.

1.2 We, us and our mean Elephant and Castle Man and Van as the provider of the services.

1.3 Services mean any man and van, removals, transport, loading, unloading, packing, collection, delivery, waste removal or related services that we agree to provide to you.

1.4 Goods mean all items of any nature in respect of which we have agreed to provide the services.

1.5 Booking means a request from you for services that has been accepted and confirmed by us.

2. Scope of Services

2.1 We provide man and van and removal services for domestic and commercial customers, including but not limited to collection, transport and delivery of furniture, boxes, personal possessions, office equipment and other movable items.

2.2 Our services can include loading and unloading, and where agreed in advance, packing and unpacking. Unless expressly agreed, dismantling and reassembly of furniture, disconnection and reconnection of appliances, and specialist handling are not included.

2.3 We operate primarily within our standard service area and surrounding locations. Longer distance or nationwide services may be provided by prior agreement and may be subject to different rates and conditions.

3. Booking Process

3.1 All bookings must be made directly with us. Bookings are subject to availability and are not confirmed until we issue a confirmation, which may be provided verbally or in writing.

3.2 When making a booking, you must provide accurate and complete information, including but not limited to:

a) Collection and delivery addresses.

b) Date and preferred time of the move.

c) A clear description and approximate quantity of the goods.

d) Details of any heavy, bulky, fragile, or high value items.

e) Access details at both collection and delivery points, including floor levels, lift availability, parking restrictions, and any other relevant information.

3.3 Our quotation and any estimated time for completion are based on the information provided by you at the time of booking. If the information is incomplete or inaccurate, we reserve the right to amend the price, alter the services or decline to proceed.

3.4 You must ensure that you have the legal right or full authority to have the goods moved or disposed of. By placing a booking, you confirm that you are either the owner of the goods or have the owner’s authority to enter into a contract with us in relation to those goods.

4. Estimates, Quotations and Pricing

4.1 We may provide estimates based on the information you supply. An estimate is not a fixed price and may vary if the work differs from what was initially described.

4.2 Where a fixed quotation is given, it will state what is included and may specify any additional charges that could arise, for example waiting times, additional mileage, congestion or parking charges, or work outside agreed hours.

4.3 Unless otherwise stated, all prices are given exclusive of VAT. If VAT applies, it will be added at the prevailing rate.

4.4 Additional charges may apply if:

a) There are delays or waiting times caused by circumstances outside our control.

b) Access is more difficult than advised or requires additional staff, equipment, or time.

c) Extra items are added or the volume or weight of goods is greater than described.

d) Work is required outside normal working hours that was not previously agreed.

5. Payments

5.1 Unless agreed otherwise, payment is due in full on completion of the services on the day of the move or collection.

5.2 We reserve the right to request a deposit or full payment in advance to secure your booking. Any required deposit amount and due date will be communicated at the time of booking.

5.3 Payment methods accepted will be explained at the time of booking. You are responsible for ensuring that sufficient funds are available and that any card used is authorised.

5.4 If payment is not made when due, we may:

a) Refuse to start or continue the services.

b) Retain the goods until full payment is received.

c) Charge reasonable interest and administrative costs in line with applicable UK law.

5.5 In the case of repeated non-payment or late payment, we may terminate the contract and seek to recover all sums due, including any reasonable costs of recovery.

6. Cancellations, Amendments and Waiting Time

6.1 If you wish to cancel or amend your booking, you must inform us as soon as possible.

6.2 We may apply the following cancellation charges, unless agreed otherwise:

a) More than 48 hours before the scheduled start time: no cancellation fee.

b) Between 24 and 48 hours before the scheduled start time: up to 50 percent of the agreed price.

c) Less than 24 hours before the scheduled start time or on the day of service: up to 100 percent of the agreed price.

6.3 If you fail to be present or fail to provide access at the agreed time and place, this may be treated as a same-day cancellation and may incur up to the full service charge.

6.4 If you reduce the scope of the work or change the date or time of your booking at short notice, we reserve the right to apply reasonable charges or treat the change as a cancellation and new booking.

6.5 While we will use reasonable endeavours to arrive and complete the work as scheduled, all dates and times are estimates and may be affected by traffic, weather, accidents, or other events beyond our control. We are not liable for losses arising from delays of this nature, but we will inform you of any significant delay and endeavour to complete the work as soon as reasonably possible.

7. Customer Responsibilities

7.1 You are responsible for:

a) Ensuring that all goods are properly packed, secured and ready for transport unless we have agreed to provide packing services.

b) Removing and securing any personal documents, money, jewellery, valuable items or prohibited items from the goods before the move.

c) Providing safe and suitable access to the property at both collection and delivery points, including any necessary keys, codes or permissions.

d) Reserving adequate parking and obtaining any parking permits or authorisations required for our vehicles. Any fines or penalties arising from your failure to do so may be charged to you.

e) Being present or appointing an authorised representative to be present during loading and unloading, to check that goods are correctly loaded and delivered, and to sign any relevant documentation.

7.2 You must not request us to carry or move any items that are illegal, hazardous, explosive, corrosive, flammable, perishable, or otherwise unsafe. If such items are discovered, we may refuse to carry them and may notify the relevant authorities where appropriate.

8. Excluded and Restricted Items

8.1 We do not accept responsibility for, and may refuse to carry, the following items unless we have agreed in writing prior to the booking:

a) Precious metals, stones, jewellery, watches, cash or financial documents.

b) Deeds, bonds, securities or similar valuable documents.

c) Items of exceptional value such as fine art, antiques or collections.

d) Animals, plants or any living organisms.

e) Hazardous materials, including gas cylinders, paint, solvents, chemicals, or fuel.

8.2 If you include such items without our knowledge or agreement, you do so at your own risk and we accept no liability for loss or damage to them.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in carrying out the services. Our liability for loss of or damage to goods is subject to the limitations set out in these Terms and Conditions.

9.2 We are not liable for loss or damage arising from:

a) Your failure to pack goods properly in suitable containers, unless we have agreed to do the packing.

b) Normal wear and tear, gradual deterioration, or pre-existing defects in the goods.

c) Electrical or mechanical derangement of appliances or equipment, unless there is evidence of external physical damage caused by our negligence.

d) Atmospheric or climatic conditions, including damp, mould, rust or oxidation.

e) Fair and reasonable handling of goods that are inherently fragile or unstable.

9.3 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, will not exceed a reasonable replacement or repair cost and may be subject to a specified financial limit per job. Any specific limit will be communicated where applicable.

9.4 We are not liable for indirect or consequential loss, including loss of profit, loss of income, loss of opportunity, loss of contracts or any similar claims.

9.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under UK law.

9.6 You must inspect the goods as soon as reasonably possible after delivery. Any loss or damage that is apparent must be reported to us within a reasonable time and in any event no later than seven days after completion of the services.

10. Delays, Postponement and Failure to Perform

10.1 We will not be liable for any failure to perform, or delay in performing, any of our obligations where such failure or delay is due to events beyond our reasonable control. These may include but are not limited to extreme weather, road closures, accidents, breakdowns, strikes, public disturbances, or acts of government.

10.2 If an event outside our control occurs, we will contact you as soon as reasonably possible and, where feasible, agree a revised date or time to carry out the services.

11. Waste Removal and Environmental Regulations

11.1 Where we agree to remove and dispose of items on your behalf, we will do so in accordance with applicable UK waste and environmental regulations.

11.2 You must accurately describe the items to be removed and confirm that they do not contain hazardous or controlled waste, including but not limited to asbestos, chemicals, medical waste, or electrical items requiring special treatment.

11.3 If waste is misdescribed or found to be hazardous, we may refuse to remove it, return it to you, or arrange specialist disposal at your cost. Any fines or charges resulting from your misdescription or breach of waste regulations may be passed on to you.

11.4 We aim to minimise environmental impact by reusing or recycling items where possible. However, we do not guarantee that any particular item will be reused or recycled.

12. Insurance

12.1 We maintain appropriate insurance cover for our activities in line with industry practice. Details of our insurance can be provided upon request.

12.2 You are encouraged to arrange your own additional insurance cover for goods in transit, particularly for high value or fragile items, if the level of cover provided by us is not sufficient for your needs.

13. Complaints

13.1 If you have any concerns or complaints about our services, you should raise them with us as soon as possible so that we have an opportunity to resolve the issue.

13.2 We will investigate any complaint promptly and fairly and will aim to provide a response within a reasonable period of time. Where appropriate, we may offer a remedy, which could include repair, replacement, a repeat service, or a partial refund, depending on the circumstances.

14. Data Protection and Privacy

14.1 We will collect and process personal information about you only to the extent necessary to manage your booking, provide the services and comply with our legal obligations.

14.2 We will take reasonable steps to keep your personal information secure and will not sell or share your data with third parties except where necessary to provide the services or as required by law.

15. Termination

15.1 We may terminate the contract with immediate effect by giving you notice if:

a) You commit a serious breach of these Terms and Conditions.

b) You fail to pay any amount due on the due date.

c) We reasonably believe that providing the services would expose our staff, vehicles or property to risk of harm, damage or illegal activity.

15.2 Upon termination, you must pay for any services already provided and any applicable cancellation or additional charges as set out in these Terms and Conditions.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 You and we agree that 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 their subject matter or formation.

17. General Provisions

17.1 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any previous agreements, understandings or arrangements, whether oral or written.

17.2 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

17.3 No failure or delay by us to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

17.4 You may not assign or transfer any of your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or transfer our rights and obligations where reasonably necessary in connection with the operation of our business.

17.5 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the services provided under that booking.