Terms and Conditions for Man And A Van London Services
These Terms and Conditions set out the basis on which Man And A Van London provides its services to customers. By making a booking, confirming a quotation, or instructing us to begin work, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear understanding between the customer and our company regarding service scope, pricing, responsibilities, limitations, and legal obligations. For the purpose of these terms, references to ???we??�, ???us??�, and ???our??� mean Man And A Van London, and references to ???you??� or ???the customer??� mean the person or business placing the booking.
These terms apply to all services offered under the man and a van London name, including domestic moves, furniture transport, collection and delivery services, item disposal, and associated labour. Unless otherwise agreed in writing, any estimate or quotation is based on the information supplied at the time of enquiry. If the actual service differs from the information provided, the final price or service conditions may change. Our services are provided subject to availability and operational suitability.
We aim to keep the booking process straightforward. However, by accepting a quotation or confirming a booking, you acknowledge that you have supplied accurate and complete information to the best of your knowledge. This includes details about access, items, volume, weight, parking restrictions, loading conditions, stairs, lifts, and any special handling requirements. Failure to provide accurate information may affect pricing, timing, or whether the service can be completed as planned.
1. Booking Process
Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is considered provisional until we confirm it. Confirmation may be issued verbally or in writing and may depend on availability, receipt of any required deposit, and acceptance of the quoted service conditions. We reserve the right to refuse or cancel a booking where the requested work is unsuitable, unlawful, unsafe, or beyond our operational capacity.
When you request a booking for man and van services in London, we may ask for information to prepare an accurate estimate. This may include the collection and delivery addresses, floor levels, whether items require dismantling or reassembly, whether there are fragile goods, and whether assistance is needed with packing or lifting. You are responsible for ensuring that all details are correct. Any misunderstanding caused by incomplete information may result in waiting charges, revised prices, or rescheduling.
We will usually provide a quotation based on either a fixed fee or an hourly rate, depending on the nature of the work. Quotations are generally valid for a limited period and may be withdrawn or amended before confirmation if circumstances change. If the job is time-sensitive, complex, or involves specialist handling, we may request photographs or additional information before confirming the booking. The booking is only secured once both parties have agreed the scope of work and any applicable payment terms.
On the day of the job, you must ensure that the agreed access arrangements are in place and that the collection and delivery points are accessible. If we arrive and cannot safely begin work due to obstructions, lack of access, no parking, incorrect address details, or absence of the customer where required, we may charge waiting time, failed attendance fees, or a cancellation charge. If extra labour, additional vehicle capacity, or a second trip becomes necessary because of inaccurate information, we may adjust the price accordingly.
Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless agreed otherwise, payment is due on completion of the service or before unloading for certain work types. We may accept bank transfer, card payment, or other methods we specify. Where a deposit is required, the booking will not be fully confirmed until the deposit has cleared. Deposits may be non-refundable in the event of late cancellation or non-attendance, subject to applicable consumer law.
If the service is charged by the hour, time will normally begin when the vehicle and crew arrive at the collection point or as otherwise stated in the booking confirmation. Time may include loading, travel between locations where agreed as part of the job, waiting caused by the customer, and unloading. If the work exceeds the estimated time because of delays, additional items, access problems, or changes requested by the customer, extra charges may apply at the agreed rate.
2. Cancellation, Amendments and Rescheduling
You may cancel or amend a booking by giving reasonable notice. Cancellations made within a short period before the scheduled service may be subject to a charge to cover costs already incurred, including reserved vehicle time, staff allocation, fuel, and administrative expenses. Where a deposit has been paid, it may be retained in full or in part where permitted by law and where the booking was cancelled too late to reallocate the service slot. Any cancellation charge will be proportionate and reasonable.
If you wish to reschedule, we will try to accommodate a new date or time subject to availability. However, a rescheduled booking is not guaranteed until we confirm it. Repeated changes may affect price, availability, or service priority. Where circumstances beyond our control make it impossible or unsafe to complete the service at the agreed time, we may offer an alternative date or suspend the booking without liability for consequential loss.
We may cancel or refuse to provide the service if you fail to pay any required deposit, if the property or goods are unsafe to handle, if there is a risk to our staff or vehicle, if the items include prohibited or undeclared hazardous materials, or if your instructions are unlawful or impossible to carry out. If we cancel for reasons within our control, you will generally be entitled to a refund of any advance payment for the unperformed part of the service, subject to any lawful deductions.
3. Liability and Customer Responsibilities
The customer is responsible for ensuring that items are properly packed, labelled, and ready for transport unless packing has been specifically included in the service. Fragile, valuable, antique, sentimental, or irreplaceable items should be declared in advance and packaged appropriately. We are not responsible for damage caused by inadequate packing, pre-existing faults, weak construction, or unstable assembly. Where items are dismantled or reassembled at your request, we are not liable for defects arising from poor original manufacture or hidden weaknesses.
Our team will take reasonable care when handling your goods, but liability is limited to direct loss or damage caused by our proven negligence and only to the extent permitted by law. We do not accept liability for indirect or consequential losses, including missed deadlines, loss of profit, emotional distress, or business interruption, unless such liability cannot be excluded under applicable law. Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot legally be excluded.
If you believe that an item has been damaged or lost during the service, you must notify us as soon as reasonably possible and provide supporting information, including photographs where available. Claims should be made before the goods are altered, repaired, or disposed of, unless urgent safety reasons apply. We may inspect the item, the packaging, and the service circumstances before deciding whether any liability is established. Any compensation, if due, will be limited to the reasonable repair cost or replacement value, taking into account wear, age, and condition.
Waste regulations are an important part of any removal, clearance, or disposal job. Where our service involves waste collection or disposal, the customer must tell us exactly what material is to be removed. We only transport and dispose of waste in line with applicable UK waste law and environmental requirements. Waste must not include prohibited items, hazardous substances, clinical waste, asbestos, pressurised containers, chemicals, solvents, batteries, oils, or any item that requires specialist disposal unless we have expressly agreed and are legally able to handle it.
If we believe any item may fall within controlled or hazardous waste categories, we may refuse to collect it, request further information, or charge an additional fee for specialist handling where lawful. The customer warrants that any waste presented for removal is accurately described and that they have the right to dispose of it. If items are found to contain hidden waste, contamination, or prohibited materials after collection, you may be responsible for any resulting losses, charges, fines, or disposal costs.
Where applicable, waste transfer documentation, duty of care records, or similar paperwork may be required. You agree to provide any information reasonably needed for compliance with waste disposal duties. If items are taken to a licensed facility or transferred to an approved recipient, we may retain records for legal and audit purposes. Customers should not place personal data, confidential documents, or items containing sensitive information in general waste without first ensuring that appropriate destruction or deletion has taken place.
4. Service Conditions and Exclusions
Although we strive to be flexible, the service is limited to the scope agreed at the time of booking. Any extra tasks, such as packing, carrying items over long distances, waiting beyond the agreed allowance, dismantling furniture, or moving unusually heavy goods, may be charged separately. If the job requires more manpower or a larger vehicle than originally booked, we may revise the price or ask you to confirm the additional cost before proceeding. Where a change materially alters the original booking, we may treat it as a new service request.
We are not responsible for delays caused by traffic, road closures, extreme weather, accidents, acts of third parties, vehicle breakdowns, or any event outside our reasonable control. In such cases, we will use reasonable efforts to minimise disruption and communicate the revised arrangements where possible. However, we do not guarantee arrival at a precise time unless a timed guarantee has been expressly agreed in writing. Any estimated arrival window is approximate and may change on the day.
Man and a van London services are often booked for jobs involving multiple addresses, shared access, or limited parking. You must ensure that any necessary permissions, permits, or access arrangements are obtained in advance. If we incur penalty charges, parking fines, tolls, or congestion-related costs because of arrangements under your control or incorrect instructions, you agree to reimburse those charges where legally recoverable. We may ask for payment before releasing goods if outstanding charges remain unpaid.
We reserve the right to suspend or stop work if, in our reasonable opinion, continuing would create a risk to health and safety, breach the law, or expose us to unacceptable loss. This includes situations where customers behave abusively, become intoxicated, fail to secure pets, refuse reasonable instructions, or insist on moving items in a way that is unsafe. In such circumstances, charges already incurred may remain payable, and any refund will be assessed according to the work completed and the reason for suspension.
Insurance, if provided, may be subject to specific terms, exclusions, and claim limits. Any customer insurance or third-party cover remains the customer???s responsibility unless we have expressly agreed otherwise in writing. You should check whether your own policy covers removals, transit, storage, or waste disposal. We do not provide legal, tax, or insurance advice, and nothing in these terms should be treated as a substitute for such advice. If you require added protection, you should arrange it before the job begins.
These Terms and Conditions do not affect your statutory rights. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No waiver of any breach or delay in enforcing a right will operate as a waiver of any later breach or other right. Our failure to insist on strict performance of any term shall not prevent us from relying on that term later.
5. Governing Law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If a dispute arises, both parties should first try to resolve it in good faith and in a reasonable timeframe before starting formal proceedings.
The version of the terms in force at the time of your booking will apply to that booking, unless a later change is required by law. We may update these terms from time to time to reflect operational, legal, or regulatory changes. Any updated version will apply to future bookings only, unless expressly stated otherwise. Continued use of our man and van services after an update does not alter the terms of an already confirmed booking unless both parties agree in writing.
By confirming a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions. If you are booking on behalf of a company, partnership, or other organisation, you confirm that you have authority to bind that entity to these terms. For clarity, these conditions form the entire agreement between the parties in relation to the relevant service unless a written variation signed or confirmed by us states otherwise.
