Eltham Man And Van Terms and Conditions

These Terms and Conditions apply to all bookings made for Eltham Man And Van services and set out the basis on which we provide moving, collection, delivery, and related transport services within the UK. By making a booking, the customer agrees to be bound by these terms. For the avoidance of doubt, these conditions apply whether the service is arranged as a one-off job, a same-day move, a scheduled relocation, or a collection requiring one or more vehicles. Where a quote, estimate, booking confirmation, or written instruction conflicts with these Terms and Conditions, the more specific written agreement will take precedence only to the extent of that conflict.

In these terms, references to “we”, “us”, and “our” mean Eltham Man And Van; references to “you” and “your” mean the customer, hirer, or any person acting on the customer’s behalf. The services are provided for domestic and commercial customers, subject to availability and acceptance. All bookings are accepted on the understanding that the customer has read and understood these terms and has provided accurate information about the items, access, timing, and any special handling requirements.

We reserve the right to decline, suspend, or amend a booking where the information supplied is incomplete, misleading, unsafe, or materially different from the actual job requirements. These terms are intended to be fair and reasonable under UK law and should be read together with any written quotation, booking confirmation, or service note issued in connection with the move.

Booking Process
A booking with the Eltham man and van service is usually made by agreeing a quotation and confirming the preferred date, time window, address details, access arrangements, and any special instructions. The customer must ensure that the description of the job is accurate, including the number of items, estimated volume, floor levels, parking limitations, and whether disassembly, wrapping, or loading assistance is required. Any quotation is based on the information supplied at the time and may be adjusted if the actual service differs materially.

Once a booking request has been submitted, it is not confirmed until we have accepted it and issued a confirmation by email, text, or another written method. The confirmation may include an estimate, hourly rate, fixed price, minimum charge, waiting time terms, and any additional charges that may apply. The customer is responsible for checking the confirmation carefully and notifying us immediately of any errors. If the customer changes the job after confirmation, we may revise the price, timing, staffing, or vehicle size accordingly.

If access is restricted, parking is unavailable, or an oversized item requires extra equipment, we may ask for further details before confirming the service. We may also request photographs, a list of items, or an inventory to ensure that the vehicle and crew allocated are suitable. Eltham Man And Van will not be liable for delays or extra costs caused by inaccurate booking details supplied by the customer, including incorrect addresses, difficult access, or omitted items that were not disclosed in advance.

Customers must ensure that someone authorised to approve the job is present at the collection or delivery point, unless we have agreed otherwise in writing. If the customer or their representative is not available at the agreed time, we may charge waiting time, abortive visit fees, or redelivery costs. Any changes requested after arrival, including route changes, additional stops, or extra loading, are subject to availability and may result in additional charges. Where a job includes packing or preparation by the customer, all items should be ready for collection unless we have specifically agreed to assist with preparation.

Payments
Payment terms depend on the type of service agreed, but in most cases payment is due on completion of the work on the day, unless a different arrangement has been confirmed in writing. We may require a deposit for certain bookings, especially for larger moves, weekend appointments, or periods of high demand. Deposits are generally non-refundable except where cancellation is made within a permitted cancellation period or where we are unable to perform the service through no fault of the customer. Accepted payment methods may include bank transfer, debit card, credit card, or cash, subject to availability and applicable processing requirements.

Where payment is made by card or bank transfer, the customer must ensure sufficient funds are available and must bear any bank or card charges imposed by their provider. We reserve the right to withhold unloading, final delivery, or release of goods where payment is outstanding, subject to applicable law. In the event of late payment, the customer may be liable for reasonable recovery costs, administrative fees, and any additional charges arising from delay. All prices, unless stated otherwise, are exclusive of VAT where applicable, and any taxes payable will be shown on the invoice or quotation.

Cancellations, Rescheduling and Delays

The customer may cancel or reschedule a booking by giving us reasonable notice. The amount charged on cancellation depends on how much notice is provided, whether vehicles or crew have already been allocated, and whether the cancellation affects our ability to accept other work. If a booking is cancelled at short notice, we may charge a cancellation fee to cover admin, reserved capacity, and any non-recoverable costs. Where a deposit has been taken, we may retain all or part of it in accordance with the timing of the cancellation and the work already undertaken.

If we need to cancel or reschedule due to traffic disruption, vehicle breakdown, illness, severe weather, safety concerns, or other circumstances beyond our reasonable control, we will notify the customer as soon as reasonably practicable and offer an alternative date or time where possible. We are not responsible for indirect losses arising from such events, including missed appointments, delayed access, or loss of earnings, except where liability cannot legally be excluded. If the customer requests a delay or an additional waiting period, we may charge waiting time at the applicable hourly or half-hourly rate.

Where the service is delayed because access is blocked, the customer is absent, the loading area is unsafe, or the job differs materially from the description provided, the service may be paused or cancelled and additional charges may apply. We will act reasonably and in good faith in deciding whether to wait, reschedule, or terminate the booking. The customer should notify us promptly if circumstances change so that we can attempt to minimise disruption. Eltham man and van services are planned around the information supplied, and late changes can affect the full schedule.

Liability and Customer Responsibilities
The customer is responsible for ensuring that items are properly packed, labelled, and suitable for transport unless we have expressly agreed to pack or prepare them. Fragile, valuable, antique, or irreplaceable items should be disclosed in advance, and we may refuse to carry certain items or require special handling arrangements. The customer must remove or secure loose contents from furniture, appliances, and containers before transit unless we have agreed otherwise. We are not responsible for damage caused by pre-existing defects, inadequate packing, or the nature of the item itself.

We will take reasonable care when handling goods, property, and access points, but our liability is limited to loss or damage caused by our negligence or wilful misconduct, subject to any legal limits that apply. We are not liable for minor scuffs, cosmetic marks, or wear and tear that are reasonably unavoidable in the course of moving bulky items. The customer should inform us of any items that require special protection, disassembly, upright transport, or temperature-sensitive handling. If the customer asks us to move an item that is unsafe or inadequately prepared, we may refuse to do so.

We are not liable for delays or failures caused by events outside our reasonable control, including extreme weather, road closures, accidents, protests, industrial action, power failures, or actions by third parties. Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. In all other circumstances, any claim must be made promptly and supported by reasonable evidence, including photographs where appropriate. The customer must take reasonable steps to mitigate any loss.

Waste Regulations and Prohibited Items

Waste removal and disposal services, if offered, will be carried out in accordance with applicable UK waste regulations. The customer must not present hazardous, illegal, or restricted waste for collection unless we have agreed in writing and are legally permitted to transport it. This includes, by way of example, asbestos, chemicals, clinical waste, gas cylinders, oils, solvents, batteries, paint, contaminated materials, and electrical items that require specialist disposal. We may request details or photographs before accepting any waste-related booking.

The customer remains responsible for ensuring that waste is described accurately and separated from reusable goods where necessary. If we discover prohibited or undeclared waste on arrival, we may refuse collection, adjust the price, or terminate the service. Where waste is accepted, the customer must cooperate with any lawful requests needed to comply with duty-of-care obligations, carrier requirements, or disposal site rules. Any waste transfer documentation, if required, must be completed truthfully and signed by the appropriate party.

Items that are intended for reuse, donation, or relocation must be clearly distinguished from waste. We do not accept responsibility for sorting mixed loads unless this has been specifically agreed. The customer must not include personal documents, confidential materials, or prohibited goods in any load unless they have been declared and agreed in advance. Failure to comply with waste laws may result in refusal of service, additional charges, or reporting to the relevant authority where required by law.

Where we provide packing materials, protective covers, or temporary storage assistance, these are supplied on the basis that the customer has disclosed all relevant information about the goods and their condition. Any storage arrangement, if offered, will remain subject to separate conditions or written instructions and may require further charges. The customer is responsible for insuring their own goods unless we have expressly agreed to provide insurance cover in writing. We recommend that customers check that their contents insurance remains valid during transit and loading.

If any employee, contractor, or vehicle of Eltham Man And Van is prevented from completing the service by the customer, by the customer’s representatives, or by unsafe conditions at the premises, we may invoice for the time spent and any travel already incurred. Unsafe conditions include but are not limited to unstable flooring, exposed wiring, severe contamination, infestation, aggressive animals, or any condition that creates a risk to health and safety. We may suspend the job until the issue is resolved or cancel it if the risk is significant.

Any complaint about the service should be raised as soon as possible and in any event within a reasonable time after completion of the job. We may ask for supporting information to investigate the matter properly and may offer a remedy where appropriate and lawful. Remedies, if any, may include a partial refund, re-attendance, or another reasonable solution at our discretion, subject always to our legal obligations. Nothing in these Terms and Conditions affects your statutory rights as a consumer where applicable.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision will be severed to the minimum extent necessary and the remaining provisions will continue in full force and effect.

Nothing in these terms is intended to restrict any rights you may have under applicable consumer protection legislation, including rights relating to services not carried out with reasonable care and skill, where applicable. These Terms and Conditions are drafted for a UK service environment and may be updated from time to time to reflect operational changes, legal requirements, or improvements to our service structure. The version in force at the time of booking will apply unless a later written agreement states otherwise.

Eltham Man And Van may amend these Terms and Conditions periodically, and any updated version will replace the previous version from the date stated or from the date it is published for new bookings. Customers are encouraged to review the terms carefully before confirming a service. By proceeding with a booking, the customer confirms that they accept the current terms in full and agree to cooperate with reasonable instructions required to complete the job safely and lawfully.