Man with Van London Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van London provides removal and related services to private and business customers. By placing a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

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

Customer means the person, firm or company who requests the services and in whose name the booking is made.

Services means any removal, collection, delivery, packing, loading, unloading, storage, or associated services provided by Man with Van London.

Vehicle means any van or other vehicle used by us in the provision of the services.

Goods means the items, belongings, furnishings, equipment and any other property that we are requested to handle, move, transport, or store.

2. Scope of Services

Man with Van London provides man and van removal services, including small and large moves, single item and multiple item transport, and related loading and unloading services. The exact scope of the services for each booking will be as agreed between us and the customer when confirming the booking.

Unless expressly agreed in writing, the services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, removal of doors or windows, or specialist services such as hoisting, crane work or packing of fragile or high value items.

We reserve the right to refuse to transport any goods which in our reasonable opinion are unsafe, hazardous, illegal, insufficiently packaged, excessively heavy for manual handling, or likely to cause damage to the vehicle, to other goods or to any person.

3. Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the booking and provided written or verbal confirmation. An enquiry or quotation alone does not constitute a confirmed booking.

The customer is responsible for providing accurate and complete information at the time of booking, including collection and delivery addresses, access details, parking restrictions, floors, presence of lifts, approximate volume or list of goods, any special handling requirements, and preferred date and time.

Quotes are based on the information supplied by the customer. If the information is inaccurate or incomplete, we reserve the right to adjust the price, change the vehicle or crew size, or, where necessary, refuse to carry out the service.

We may request a deposit or full prepayment to secure a booking. If a deposit or prepayment is not received within the timeframe specified, the booking may be cancelled or the appointment slot released without further notice.

4. Prices and Quotations

Prices may be based on hourly rates, fixed rates, distance, size of vehicle, size of team, or a combination of these factors. The pricing basis will be communicated to the customer at the time of quotation.

Unless otherwise stated, quotations do not include charges for tolls, congestion charges, low emission zone charges, parking fees or fines, additional waiting time, additional labour, packing materials, or any services not explicitly listed in the quotation.

Where the move takes longer than the minimum booking time, or additional services are requested by the customer on the day, extra charges will apply at the agreed rates and will be payable by the customer.

We reserve the right to revise any quotation if, after it has been given, there are changes to the collection or delivery locations, access conditions, quantity or nature of goods, or if any information provided at the time of the quotation was incorrect or incomplete.

5. Payments and Charges

Payment terms will be confirmed during the booking process. Unless otherwise agreed, payment is due in full on or before completion of the services.

Payment may be required in cash, by card, bank transfer or other methods that we make available. We reserve the right to require payment in cleared funds before commencing the services.

Where payment is not made when due, we may suspend further services, refuse to unload goods, or retain goods until payment is received in full. We may also charge reasonable interest and administrative fees on overdue amounts in accordance with applicable law.

Any parking fines, tolls, congestion charges, low emission zone charges or similar costs incurred in the course of providing the services due to circumstances outside our control will be charged to the customer and are payable immediately on request.

6. Customer Responsibilities

The customer must:

Ensure that adequate access is available at both collection and delivery addresses, including ensuring that items can be safely moved through doorways, corridors, stairways and lifts.

Arrange suitable parking for the vehicle in accordance with local parking regulations and obtain any necessary permits or permissions. Any penalties or delays resulting from inadequate parking arrangements may be charged to the customer.

Ensure that all goods are properly packed, secured and ready for transport, unless packing services have been expressly agreed as part of the booking.

Be present, or ensure that a responsible adult representative is present, at the collection and delivery addresses for the duration of the service to provide access, directions and to sign any relevant documentation.

Check that nothing required to be moved is left behind and that nothing is taken away in error. We do not accept responsibility for items left at the property or for items transported inadvertently.

7. Cancellations and Amendments

The customer may cancel or amend a booking by giving us notice. The applicable cancellation or amendment charges will depend on the amount of notice given and will be confirmed at the time of booking.

As a general guideline, cancellations or major changes made with short notice before the scheduled start time may incur part or full charges, including loss of any deposit or prepayment. Cancellations with reasonable notice may incur reduced or no charges.

If the customer fails to be present at the agreed time, or if we are unable to commence the service due to lack of access, inadequate parking, unsafe conditions, or other circumstances within the customer's control, this may be treated as a late cancellation and charges may be applied.

We reserve the right to cancel or postpone a booking where we are unable to provide the service due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, road closures or legal restrictions. In such cases, we will seek to rearrange the service at a mutually convenient time, and our liability will be limited to any amounts paid for the affected service.

8. Delays and Waiting Time

We will use reasonable efforts to arrive at the agreed time but arrival times are estimates only and are not guaranteed. We are not liable for any loss or inconvenience caused by delays due to traffic, road works, accidents, adverse weather, breakdowns or other events beyond our control.

Waiting time caused by the customer, including but not limited to delayed access to the property, delays in loading or unloading not caused by us, or completion of packing by the customer on the day, may be chargeable at the applicable hourly rate.

9. Loading, Transport and Delivery

Our team will take reasonable care in handling and transporting your goods. Where you assist with loading or unloading, you do so at your own risk. We are not liable for injuries to persons who are not our employees and who voluntarily participate in moving activities.

We may refuse to carry goods that are not properly packed or which we consider unsafe or likely to cause damage. Fragile or high value items should be individually protected and clearly marked as fragile.

At delivery, goods will be placed in the rooms or areas reasonably designated by the customer, subject to safe access and manual handling limitations. We are not responsible for final positioning that requires specialist installation, mounting or lifting equipment.

10. Prohibited and Dangerous Goods

The customer must not submit for removal or storage any goods that are illegal, explosive, corrosive, flammable, perishable, living organisms, or otherwise dangerous, including but not limited to gas cylinders, petrol, diesel, paint, solvents, firearms, ammunition or drugs.

If such goods are presented without our knowledge, we may remove, destroy or otherwise dispose of them as we think fit and charge the customer for any costs, losses or damages incurred.

11. Waste and Disposal Regulations

Man with Van London operates in accordance with applicable waste management and environmental regulations. We are not a general waste collection service and will not remove household rubbish, builder's waste or commercial waste unless this has been expressly agreed as part of a separate service and is compliant with relevant regulations.

The customer is responsible for declaring any items intended for disposal or recycling. Items that are to be taken to authorised waste or recycling facilities may incur additional charges based on weight, volume, type of material and disposal fees.

We will not carry or dispose of hazardous waste, including but not limited to asbestos, chemicals, medical waste, contaminated materials or similar items. The customer must arrange specialist disposal for such materials with appropriately licensed contractors.

12. Insurance and Liability

We will take reasonable care of the customer's goods while they are in our custody and control. Our liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, is limited as set out in this section.

We are not liable for any loss or damage where:

The goods are already damaged, defective or fragile and not properly packed.

The damage arises from normal wear and tear, gradual deterioration, or changes in atmospheric conditions.

The goods include valuables such as money, jewellery, watches, important documents, artwork, antiques, collectibles or electronic data, unless we have expressly agreed in writing to handle such items and the customer has arranged appropriate insurance.

The damage or loss occurs due to inadequate packaging by the customer, or where cartons or containers have not been sealed by us.

Our total liability for any claim or series of claims arising out of a single incident is limited to a reasonable amount proportionate to the value of the damaged goods and the price paid for the services. We may, at our discretion, repair the item, replace it, or provide a financial settlement based on its current value, not its new replacement cost.

We are not liable for indirect or consequential loss, including but not limited to loss of profits, loss of income, loss of business, loss of data, or loss of enjoyment, arising from or in connection with the services.

13. Claims and Complaints

Any visible loss or damage to goods or property must be reported to the team on the day of the service and noted where possible before they leave the delivery address.

All claims and complaints must be notified to us in writing as soon as reasonably practicable and in any event within a reasonable period after completion of the services. The notification should include details of the incident, description of the items affected, and supporting evidence such as photographs and purchase receipts where available.

Failure to notify us within a reasonable period may affect our ability to investigate the matter and may reduce or extinguish any potential liability we may have.

14. Access and Property Damage

The customer is responsible for protecting floors, walls, doors and other surfaces at the property, unless protection has been expressly agreed as part of the services. We will take reasonable care when moving goods but are not liable for superficial damage to decoration, fixtures or fittings that arises from moving large or heavy items through confined spaces where this is reasonably foreseeable.

Where the customer requests that items be moved in a manner that risks damage to the property or goods, we may refuse to follow such instructions. If the customer insists and we agree to proceed, it may be on the basis that this is at the customer's own risk.

15. Subcontracting

We may use employees, agents or subcontractors to perform all or part of the services. These Terms and Conditions will apply to any services provided by such third parties on our behalf, and our liability will be as if the services were performed by us directly.

16. Personal Data

We may collect and process personal data about the customer for the purpose of managing bookings, providing services, processing payments and handling queries or complaints. Personal data will be handled in accordance with applicable data protection legislation and our privacy practices.

17. Force Majeure

We are not liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, natural disasters, acts of government or authorities, strikes, labour disputes, epidemics, pandemics, traffic incidents, or failure of utilities or telecommunications.

18. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided by Man with Van London shall be governed by and construed in accordance with the laws of England and Wales.

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.

19. General Provisions

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

No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

These Terms and Conditions constitute the entire agreement between the customer and Man with Van London in relation to the services and supersede any prior understandings, representations or agreements, whether oral or written.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of the customer's booking will apply to that booking.