Terms and Conditions
Man with Van Castelnau Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Castelnau provides removal, transport, 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 confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van Castelnau, the provider of the services described in these Terms and Conditions.
1.2 "Customer" means the individual, business, or organisation booking or receiving services from the Company.
1.3 "Services" means any removal, transport, loading, unloading, packing, or associated services provided by the Company.
1.4 "Goods" means all items of property, belongings, furniture, equipment, or other materials in respect of which the Services are provided.
1.5 "Service Address" means the collection and delivery locations specified in the booking.
1.6 "Booking" means any confirmed request by the Customer for Services, whether made online, in writing, or verbally, and accepted by the Company.
2. Scope of Services
2.1 The Company provides man and van, small removal, and light transport services, including loading, unloading, and short-term transit of Goods. Services are subject to availability and may differ depending on vehicle size, staffing, and the nature of the Goods.
2.2 The Company does not provide long-term storage services unless expressly agreed in writing. Where the Company assists with delivery to or from third-party storage facilities, those facilities are governed by their own terms.
2.3 The Company reserves the right to refuse to move Goods which, in its reasonable opinion, are unsafe, illegal, excessively heavy, improperly packed, or may cause damage to the vehicle, property, or other goods.
3. Booking Process
3.1 The Customer may request a quote by providing accurate details of the collection and delivery addresses, access conditions, dates and times, volume and type of Goods, and any special requirements.
3.2 Quotes are typically based on the information supplied by the Customer and may be given as a fixed price, hourly rate, or minimum charge. All quotes are estimates only and may be revised if:
a. the information provided by the Customer is incomplete, inaccurate, or changes;
b. additional services are requested or required on the day;
c. access conditions differ from those described, such as stairs, restricted parking, or long carrying distances.
3.3 A Booking is only confirmed when the Company accepts the Customer’s request for Services and the Customer accepts the price and key terms, including any deposit requirement.
3.4 The Customer is responsible for checking all details in the Booking confirmation, including dates, times, addresses, and agreed pricing structure, and must notify the Company promptly of any errors or changes.
4. Customer Responsibilities
4.1 The Customer must ensure that:
a. all Goods are properly and securely packed, labelled, and ready for transport, unless packing services have been specifically agreed;
b. fragile items are clearly identified and suitably protected;
c. access to the Service Address is safe, lawful, and adequate for the vehicle and personnel to operate, including arrangements for parking or permits where necessary;
d. the Company is informed in advance of any items requiring special handling, such as large appliances, pianos, safes, or high-value goods.
4.2 The Customer or a representative must be present at collection and delivery addresses to supervise the Services, direct the placement of Goods, and sign any documentation as required. If no person is present, the Company may, at its discretion, cancel or suspend the Services and charge for any time and costs incurred.
4.3 The Customer is responsible for securing all valuable, delicate, or personal items such as cash, jewellery, important documents, and electronic devices. The Company does not accept liability for loss or damage to such items unless specifically agreed in writing.
5. Payments and Charges
5.1 Unless otherwise agreed, payment for Services is due on completion of the job on the same day. The Company may require full or partial payment in advance, including a deposit, as a condition of confirming the Booking.
5.2 The Company accepts various forms of payment as communicated at the time of Booking. The Customer must ensure that cleared funds are available when payment is due.
5.3 Where Services are charged on an hourly basis, charges apply from the agreed start time or the time the team arrives at the collection address, whichever is later, until the completion of the job, including reasonable travel between locations and any waiting time caused by the Customer.
5.4 Additional charges may apply for:
a. waiting time resulting from delays outside the Company’s control;
b. extra labour required due to under-declared volume, difficult access, or insufficient preparation;
c. additional trips or changes to the agreed route or Service Address;
d. tolls, congestion charges, parking fees, or fines directly caused by the Customer’s instructions or failure to arrange suitable access.
5.5 If the Customer fails to make payment when due, the Company reserves the right to suspend or refuse further Services, retain Goods until full payment is received, and charge interest on overdue amounts at a reasonable commercial rate.
6. Cancellations, Postponements, and Amendments
6.1 The Customer may cancel or postpone a Booking by giving notice to the Company. Any deposit or prepayment is refundable only in line with this clause and any specific cancellation policy notified at the time of Booking.
6.2 Where the Customer cancels more than 48 hours before the scheduled start time, the Company will endeavour to refund any deposit, less any non-recoverable costs incurred. Cancellations within 48 hours of the start time may be subject to a cancellation charge up to a reasonable proportion of the quoted amount.
6.3 If the Customer cancels on the day of Service, fails to be available, or fails to provide access to the premises, the Company reserves the right to charge up to the full quoted amount to cover costs and loss of opportunity.
6.4 Changes to the date, time, or scope of the Services are subject to availability and may result in revised pricing. The Company is not obliged to accommodate amendments but will make reasonable efforts to do so.
6.5 The Company may cancel or postpone Services due to events beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, traffic incidents, accidents, illness, or legal restrictions. In such cases, the Company will seek to reschedule the Services or provide a refund of any prepayments for services not performed, but shall not be liable for any consequential loss.
7. Loading, Transport, and Delivery
7.1 The Company will take reasonable care in handling, loading, securing, and unloading Goods. However, the Customer acknowledges that standard man and van services may not include specialist equipment or crating unless agreed.
7.2 The Company will deliver the Goods to the Service Address or addresses specified in the Booking. The Customer must ensure that the delivery location is ready to receive the Goods and that there is adequate space and access.
7.3 If the Customer or representative is not present at the delivery location, the Company may, at its discretion, leave the Goods in a safe area, return them to the collection address, or hold them in the vehicle or a third-party facility at the Customer’s cost and risk.
8. Exclusions and Limitations of Liability
8.1 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
8.2 Subject to clause 8.1, the Company’s liability for loss of or damage to Goods, property, or premises arising from the provision of Services shall be limited to a reasonable sum proportionate to the value of the Goods and the fees charged for the job, unless a higher level of cover is expressly agreed in writing.
8.3 The Company shall not be liable for:
a. loss or damage caused by the Customer’s failure to pack items properly or to prepare premises and access adequately;
b. damage to items which are inherently fragile, poorly assembled, or in a compromised condition, such as flat-pack furniture, particle board items, or items with loose parts;
c. loss or damage arising from fair wear and tear, normal handling, or minor scuffs and marks reasonably associated with removals work;
d. indirect or consequential loss, including loss of profits, income, business, or opportunity, even if such loss was foreseeable.
8.4 The Customer must inspect the Goods and relevant areas of the premises at the end of the job and promptly notify the Company of any visible damage. Any claim for loss or damage must be made in writing within a reasonable time and supported by evidence.
9. Prohibited and Restricted Items
9.1 The Company does not transport hazardous, illegal, or inappropriate items, including but not limited to:
a. explosives, flammable or corrosive substances, gas cylinders, paints, solvents, and chemicals;
b. illegal drugs, stolen goods, or items of unlawful origin;
c. live animals, livestock, or perishable goods likely to deteriorate during transit.
9.2 If such items are presented without the Company’s knowledge and cause loss, damage, delay, or legal consequences, the Customer shall indemnify the Company against all resulting claims, costs, and liabilities.
10. Waste and Rubbish Removal Regulations
10.1 The Company provides transport and removal services for legitimate household and commercial items. Any disposal or clearance of waste materials is subject to UK waste management regulations.
10.2 The Company will only remove and dispose of waste where lawfully permitted and, where required, through licensed waste transfer facilities or carriers. The Customer must clearly identify any items intended for disposal as waste.
10.3 The Customer is responsible for ensuring that items presented for disposal are not hazardous or prohibited and for providing accurate information about their nature and composition. Additional charges may apply for waste handling and disposal, particularly for bulky, heavy, or regulated materials.
10.4 The Company reserves the right to refuse removal or disposal of any items it reasonably believes would breach waste regulations or pose a risk to health, safety, or the environment.
11. Delays and Access Issues
11.1 While the Company makes reasonable efforts to arrive at the agreed time, all arrival and completion times are estimates only and may be affected by traffic, weather, or other circumstances beyond the Company’s control.
11.2 The Company is not liable for delay or failure to perform its obligations where such delay or failure results from issues with access, incorrect addresses, parking restrictions, security checks, or circumstances attributable to the Customer.
11.3 Any additional time spent or costs incurred due to access difficulties, waiting, or re-delivery may be charged to the Customer in accordance with these Terms and Conditions.
12. Insurance
12.1 The Company maintains appropriate insurance cover for its vehicles and public liability in connection with the provision of Services.
12.2 The Customer remains responsible for ensuring that valuable or high-risk items are adequately insured during removal and transit. The Company recommends that the Customer checks any existing home or business insurance policies and arranges additional cover if necessary.
13. Complaints and Dispute Resolution
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as reasonably possible so that the matter can be investigated and, where appropriate, remedied.
13.2 The Company will aim to respond to complaints promptly and fairly. The Customer agrees to cooperate by providing relevant information, evidence, and reasonable opportunities for inspection where damage is alleged.
14. Data Protection and Privacy
14.1 The Company will collect and process personal data about the Customer for the purposes of managing Bookings, delivering Services, handling payments, and complying with legal obligations.
14.2 The Company will take reasonable steps to protect personal data and will not sell or disclose such data to third parties except where necessary to perform the Services, process payments, or comply with legal or regulatory requirements.
15. Variation of Terms
15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Booking will apply to that specific job unless otherwise agreed in writing.
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, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute or claim arising under or in connection with these Terms and Conditions or the provision of the Services.
By confirming a Booking or using the Services of Man with Van Castelnau, the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions.
