Terms and Conditions

Eltham Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Eltham Man and Van provides man and van, household and office removals, delivery, collection, and related services within the United Kingdom. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

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

1.1 Client means the person, company, or organisation requesting or accepting the services of Eltham Man and Van.

1.2 Services means any man and van, removal, moving, collection, delivery, loading, unloading, packing, or related services provided by Eltham Man and Van.

1.3 Vehicle means any van or other vehicle used by Eltham Man and Van to carry out the Services.

1.4 Booking means a confirmed arrangement for the provision of Services on a specified date and time, whether made by telephone, online form, or in writing.

1.5 Goods means all items, boxes, furniture, and other property which are the subject of the Services.

2. Scope of Services

2.1 Eltham Man and Van provides man and van and removal services for domestic and commercial customers, including local moves, longer distance moves within the UK, and light haulage.

2.2 The Services may include loading, transporting, unloading, and, if agreed in advance, basic packing or dismantling and reassembly of certain items.

2.3 The specific services to be provided, including any special requirements, must be agreed at the time of booking. Any changes requested after the Booking is confirmed may result in additional charges or may not be possible due to time or vehicle capacity limitations.

3. Booking Process

3.1 Bookings can be requested by the Client by providing full details of the move, including collection and delivery addresses, access information, property type, approximate list or volume of Goods, and preferred dates and times.

3.2 Quotations are based on the information supplied by the Client. It is the Client's responsibility to ensure that all details are accurate and complete. If the information provided is incomplete or inaccurate, Eltham Man and Van reserves the right to amend the quotation, charge for additional time, or cancel the Services.

3.3 A Booking is only confirmed when Eltham Man and Van has accepted the request and, where required, received any deposit or prepayment specified at the time of quotation.

3.4 Eltham Man and Van reserves the right to refuse any Booking at its absolute discretion, including where the nature of the Goods or the conditions at the premises make the work unsafe or unreasonable.

4. Access, Parking and Client Responsibilities

4.1 The Client is responsible for ensuring suitable and legal parking is available for the Vehicle at both collection and delivery addresses. Any parking charges, permits, or fines incurred as a result of the Services will be charged to the Client.

4.2 The Client must ensure that access to the property is safe, clear, and reasonably suitable for carrying out the Services, including safe stairways, hallways, and lifts where applicable.

4.3 The Client is responsible for being present, or appointing an authorised representative to be present, at the start and completion of the job to provide instructions and sign any job sheets or confirmations.

4.4 The Client must ensure that all Goods are ready for collection, properly packed where applicable, and that any fragile or high value items are identified to Eltham Man and Van before loading.

5. Quotations and Pricing

5.1 Quotations may be given as an hourly rate, a fixed price, or a combination of both, depending on the nature of the job and the information supplied.

5.2 Unless otherwise stated, quotations do not include congestion charges, tolls, parking charges, or additional labour required due to restricted access or unexpected difficulties. Such charges will be added to the final invoice where applicable.

5.3 Time charges, where applicable, begin from the agreed arrival time at the first address or from the time the Vehicle arrives if later due to Client delay, and continue until completion of unloading or the time the Vehicle leaves the final address, whichever is later.

6. Payments

6.1 Payment terms will be specified at the time of quotation. Eltham Man and Van may require full or partial payment in advance, or payment immediately on completion of the Services.

6.2 Payment is accepted by commonly used UK payment methods as advised during the booking process. The Client must ensure that cleared funds are available by the due time for payment.

6.3 Where payment is not made when due, Eltham Man and Van reserves the right to withhold delivery of Goods, suspend Services, or retain Goods until full payment is received. Storage or waiting time charges may apply where delivery is delayed due to non-payment.

6.4 Eltham Man and Van may charge interest on overdue amounts at the maximum rate permitted by UK law and may recover all reasonable costs incurred in pursuing late payment.

7. Cancellations, Postponements and Waiting Time

7.1 If the Client wishes to cancel or postpone a Booking, notice must be given as early as possible. Specific cancellation charges may apply, depending on the notice given, as set out below.

7.2 Where the Client cancels with at least 72 hours notice before the scheduled start time, any deposit paid may be refunded or transferred at the discretion of Eltham Man and Van, subject to any reasonable administration costs.

7.3 Where the Client cancels within 72 hours but more than 24 hours before the scheduled start time, Eltham Man and Van may retain part or all of any deposit and may charge a cancellation fee to cover lost work and administration.

7.4 Where the Client cancels within 24 hours of the scheduled start time or fails to be available when the team arrives, Eltham Man and Van may charge up to the full quoted amount.

7.5 If the Client requests a postponement, Eltham Man and Van will use reasonable efforts to accommodate a new date and time, but this cannot be guaranteed and may be treated as a cancellation and new Booking.

7.6 Waiting time caused by delays outside the control of Eltham Man and Van, including delayed access to the property or handing over of keys, may be charged at the applicable hourly rate.

8. Excluded and Restricted Items

8.1 Eltham Man and Van does not carry hazardous or illegal items, including but not limited to explosives, flammable liquids, toxic chemicals, firearms, drugs, or items prohibited by law.

8.2 The Client must not include in the Goods any perishable, live, or temperature-sensitive items unless expressly agreed in writing in advance.

8.3 The Client is responsible for removing and securing any money, jewellery, important documents, watches, precious stones, or other high value items before the Services commence. Eltham Man and Van will not be liable for loss of or damage to such items unless specifically agreed and declared in advance.

9. Liability for Loss or Damage

9.1 Eltham Man and Van will exercise reasonable care and skill in providing the Services. However, some risk of minor damage is inherent in moving Goods and furniture, particularly where access is restricted.

9.2 Eltham Man and Van accepts liability for direct physical loss of or damage to Goods caused by its negligence, subject to the exclusions and limitations set out in these Terms and Conditions.

9.3 Eltham Man and Van will not be liable for loss or damage arising from the following:

a. Poorly packed, unstable, or overfilled boxes or containers packed by the Client.

b. Defective or inherently weak furniture or items, including flat pack furniture not designed to be moved when assembled.