Terms and Conditions

1. About Us

We provide professional caravan towing and transport services throughout Great Britain. These Terms and Conditions govern your use of our services and our website.

2. Definitions

• "We", "Us", "Our": The Mule Caravan Towing Services
• "You", "Your", "Customer": The person or entity using our services
• "Services": Caravan towing, transport, and related services
• "Caravan": Touring caravans, static caravans, and similar towable units
• "Quote": Price estimate provided for services
• "Booking": Confirmed arrangement for services

3. Acceptance of Terms

By using our services, requesting a quote, or making a booking, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you must not use our services.

4. Services Provided

4.1 Caravan Towing Services

• Collection and delivery of touring caravans
• Emergency caravan recovery
• Caravan relocation services
• Route planning and journey coordination

4.2 Service Area

We operate throughout Great Britain (England, Scotland, and Wales). Service availability to specific locations may vary and will be confirmed when you request a quote.

4.3 Service Limitations

• Maximum caravan weight: 3,500kg MTPLM
• Maximum dimensions subject to road traffic regulations
• Services subject to weather and road conditions
• Some locations may incur additional charges for access difficulties

5. Booking and Payment

5.1 Quotes

• Quotes are estimates based on information you provide
• Quotes are valid for 30 days from issue date
• Final charges may vary if circumstances change
• Additional charges may apply for waiting time, access difficulties, or route changes

5.2 Booking Confirmation

• A booking deposit may be required to secure your service date
• We will provide written confirmation of your booking
• Customer must provide accurate caravan specifications and access details
• Changes to bookings must be made at least 48 hours in advance

5.3 Payment Terms

• Payment is due upon completion of service unless alternative arrangements are agreed
• We accept cash, bank transfer, and major credit/debit cards
• Late payment may incur additional charges
• All prices include VAT where applicable

6. Customer Obligations

6.1 Preparation Requirements

• Ensure caravan is roadworthy and legally compliant
• Provide accurate weight and dimension specifications
• Ensure caravan is properly secured and prepared for transport
• Remove or secure all loose items inside the caravan
• Ensure gas bottles are turned off and secured
• Provide clear access for collection and delivery

6.2 Documentation

• Provide proof of ownership or authority to move the caravan
• Provide valid insurance documentation
• Provide keys and any relevant manuals or documentation

6.3 Information Accuracy

You must provide accurate and complete information about your caravan, locations, and requirements. Additional charges may apply if provided information is inaccurate and affects service delivery.

7. Cancellation and Refunds

7.1 Customer Cancellation

• More than 7 days notice: Full refund of any deposit paid
• 3-7 days notice: 50% of deposit may be retained
• Less than 3 days notice: Deposit may be retained in full
• Same day cancellation: Full service charge may apply

7.2 Our Cancellation Rights

We may cancel services due to:

• Extreme weather or dangerous road conditions
• Vehicle breakdown or mechanical issues
• Inaccurate information provided by customer
• Unsafe or inaccessible locations
• Legal or regulatory restrictions

In such cases, we will provide full refund and attempt to reschedule where possible.

8. Insurance and Liability

8.1 Our Insurance

• We maintain comprehensive commercial vehicle insurance
• Public liability insurance up to £2,000,000
• Goods in transit insurance (details available on request)

8.2 Limitation of Liability

• Our liability is limited to the value of the service provided
• We are not liable for pre-existing damage or wear and tear
• Customer must report any damage within 24 hours of service completion
• We are not liable for consequential losses or damages
• Nothing in these terms excludes liability for death or personal injury caused by negligence

8.3 Force Majeure

We are not liable for delays or inability to perform due to circumstances beyond our reasonable control, including but not limited to: extreme weather, road closures, strikes, or government restrictions.

9. Data Protection and Privacy

We process your personal data in accordance with ourPrivacy Policyand UK data protection laws. By using our services, you consent to such processing.

10. Health and Safety

• We conduct all operations in accordance with health and safety regulations
• Customer must ensure safe access to collection and delivery locations
• Customer must inform us of any hazardous materials or special requirements
• We reserve the right to refuse service if safety cannot be assured

11. Intellectual Property

All content on our website, including text, images, logos, and designs, is our property or used with permission. You may not reproduce, distribute, or create derivative works without written consent.

12. Complaints Procedure

12.1 How to Complain

1. Contact us directly by phone (07791 640042) or email (neil@themule.co.uk)
2. Provide details of your complaint including booking reference
3. We will acknowledge your complaint within 2 working days
4. We aim to resolve complaints within 14 days

12.2 Alternative Dispute Resolution

If you're not satisfied with our response, you may refer the matter to a relevant trade association or consumer protection service.

13. Consumer Rights

These terms do not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015. If you are a consumer, you have the right to cancel certain contracts within 14 days under the Consumer Contracts Regulations 2013.

14. Governing Law

These Terms and Conditions are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes to Terms

We may update these Terms and Conditions from time to time. We will notify existing customers of significant changes by email or through our website. Continued use of our services constitutes acceptance of any changes.

16. Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Information

For any questions about these Terms and Conditions, please contact us: