Man and Van London Terms and Conditions
These Terms and Conditions set out the basis on which Man and Van London provides removal and related services to customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, company or organisation that requests or uses our services.
Services means any man and van, removal, collection, delivery, packing, loading, unloading, or associated service provided by us.
Goods means any items, belongings, furniture, equipment, or other property handled, transported, or stored by us on behalf of the customer.
Contract means the agreement between the customer and Man and Van London comprising these Terms and Conditions and any written or verbal confirmation of the booking.
2. Scope of Services
Man and Van London provides transport and removal services within and from the London area and beyond, including domestic and commercial moves, single item collections, part loads, and multi-drop deliveries. The specific services to be provided in each case will be agreed at the time of booking.
Any additional services requested by the customer on the day of the move, such as extra trips, additional labour, or extended hours, will be subject to availability and may incur additional charges.
3. Booking Process
All services must be booked in advance. A booking may be made by completing an online form, through a written quotation accepted by the customer, or by confirming details verbally. By providing your details and confirming a required date and time, you are making an offer to use our services in accordance with these terms.
We will confirm acceptance of your booking by issuing a booking confirmation. The contract between you and us is formed when we send this confirmation. If any information in the confirmation appears incorrect, you must notify us as soon as possible.
The customer is responsible for providing accurate details of addresses, access restrictions, parking conditions, property layout, and the nature and quantity of goods to be moved. Any changes to the booking, including dates, times, locations, or inventory, must be communicated to us as early as possible and may affect the quoted price or our ability to carry out the service.
4. Quotations and Pricing
Quotations are based on the information supplied by the customer and are usually provided either on an hourly rate or a fixed price basis. Quotations are valid for a limited period, which will be stated when the quote is provided.
We reserve the right to revise a quotation or charge additional fees if:
The information provided by the customer was incomplete or inaccurate.
The nature, volume, or weight of the goods is greater than originally declared.
There are unexpected difficulties with access, including but not limited to stairs, narrow doorways, restricted entry, or long carrying distances from vehicle to property.
Delays occur due to circumstances beyond our reasonable control, such as traffic congestion, road closures, or waiting for keys or access.
Additional services are requested or required on the day, such as packing, dismantling and reassembly, or extra trips.
5. Payments and Charges
Unless otherwise agreed in writing, payment is due in full either in advance of the service or immediately upon completion of the service on the same day.
We may require a deposit to secure the booking. Any required deposit will be detailed at the time of booking and is payable by the date specified. If a deposit is not received by the due date, we may treat the booking as cancelled by the customer.
We accept various forms of payment, which will be specified at the time of booking. The customer is responsible for ensuring that funds are available and that payment can be completed without delay.
If payment is not made when due, we reserve the right to:
Charge interest and late payment fees in accordance with applicable laws.
Withhold delivery or retain goods until full payment is received.
Recover any reasonable costs incurred in pursuing unpaid sums.
6. Customer Responsibilities
The customer agrees to:
Be present or appoint a responsible representative at the collection and delivery addresses to supervise and sign relevant documents.
Ensure that all goods to be moved are properly packed and prepared, unless packing services have been expressly included in the booking.
Secure or remove any valuables, important documents, and personal items prior to the move, as we do not accept liability for such items unless agreed in writing.
Ensure that all appliances are disconnected, defrosted, drained, and prepared for transport.
Arrange suitable parking and, where necessary, any permits required for our vehicles at both collection and delivery locations.
Inform us in advance of any items that are unusually heavy, bulky, fragile, or of high value.
7. Access and Parking
The customer is responsible for ensuring that we have appropriate and safe access to the premises, including driveways, entrances, and stairways. Any parking restrictions must be disclosed to us at the time of booking.
Parking charges, fines, or penalties resulting from incorrect or insufficient information provided by the customer, or failure to obtain necessary permits, will be the responsibility of the customer and may be added to the final invoice.
8. Cancellations and Amendments
The customer may cancel or amend a booking by providing notice as set out below.
If the customer cancels more than a specified number of hours or days before the scheduled start time, any deposit may be refundable at our discretion, subject to any reasonable administrative charges. The applicable notice period and any charges will be communicated at the time of booking.
If the customer cancels on the day of the move, or fails to be available at the agreed time and place, we may charge a cancellation fee up to the full amount of the quoted price to cover our costs and loss of business.
We reserve the right to cancel or reschedule a booking in the event of circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, illness, or other emergencies. In such cases, we will aim to offer an alternative date or time. Our liability will be limited to any prepaid amounts for services not delivered.
9. Excluded and Prohibited Items
We do not transport, and the customer agrees not to include in any consignment, items that are illegal, hazardous, explosive, flammable, corrosive, or otherwise dangerous. This includes but is not limited to gas cylinders, firearms, ammunition, fireworks, chemicals, and certain regulated substances.
We also do not accept for transport any live animals, perishable goods, cash, jewellery, precious metals, confidential files, or items of exceptional value, unless expressly agreed in writing before the booking is confirmed.
If any prohibited items are found among the goods, we reserve the right to refuse to transport them, and the customer will be responsible for any resulting loss, damage, or regulatory consequences.
10. Liability and Limitations
We will take reasonable care in handling and transporting goods. However, our liability for loss or damage is subject to the limitations set out in this section.
We will not be liable for any loss or damage arising from:
Incorrect or incomplete information provided by the customer.
Poorly packed or unpacked items that were not packed by us.
Normal wear and tear, minor scratches, or cosmetic damage that may occur during handling, particularly on assembled furniture, chipboard, or self-assembly items.
Pre-existing damage, defects, or weaknesses in property or goods, including furniture, appliances, and fixtures.
Loss of or damage to items of high value, fragile goods, or prohibited items that were not declared or that fall outside the scope of the agreed service.
Any indirect or consequential losses, including loss of revenue, profit, use, business, or opportunity.
Our total liability for any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, will be limited to the lesser of the value of the goods affected or a reasonable sum appropriate to the service charge, subject to any mandatory legal requirements.
The customer is encouraged to arrange suitable insurance cover for goods in transit and during handling, especially where items are of significant financial or sentimental value.
11. Delays and Time Estimates
Any arrival or completion times given by us are estimates only and are not guaranteed. We will make reasonable efforts to keep to agreed schedules, but delays may occur due to traffic, weather, access issues, or other factors beyond our control.
We will not be responsible for any losses, costs, or inconvenience suffered by the customer as a result of delays, unless caused by our negligence and such liability cannot lawfully be excluded.
12. Waste and Environmental Regulations
We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company and will only remove and transport waste materials where this has been specifically agreed as part of the service and compliant with relevant rules.
The customer must not request the removal of controlled, hazardous, or regulated waste through our standard removal services. If we agree to take away unwanted items, they will be handled in line with current regulations, which may involve separate charges.
The customer remains responsible for ensuring that any waste or unwanted items handed over to us are lawful for transport and disposal. If we incur any costs, fines, or liabilities because of incorrect information or the inclusion of prohibited waste, the customer will be liable for those costs.
13. Claims and Complaints
If the customer believes that loss or damage has occurred, they must notify us as soon as reasonably possible, giving full details of the incident and the goods affected.
Any visible damage should be recorded at the time of delivery wherever possible. Complaints about the quality of service should be raised promptly so that we have the opportunity to investigate and respond.
We may request evidence of the condition and value of any damaged goods. Failure to provide timely notice or supporting information may affect our ability to assess and resolve the issue.
14. Data Protection and Privacy
We collect and use personal data from customers for the purpose of arranging and providing services, handling payments, and managing any enquiries or claims. All personal data will be handled in accordance with applicable data protection laws.
We will not sell or share personal information with third parties except where necessary to perform the contract, comply with legal obligations, or where the customer has given consent.
15. Subcontracting
We may, where necessary, use vetted subcontractors or additional vehicles and staff to complete a service. Our obligations to the customer remain the same, and these Terms and Conditions will apply to any work carried out by subcontractors on our behalf.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, 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.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy, nor shall it prevent any future exercise of the same or any other right or remedy.
These Terms and Conditions, together with any written confirmation of booking, represent the entire agreement between the customer and Man and Van London in relation to the services and supersede any previous agreements or understandings.
We reserve the right to update or amend these Terms and Conditions from time to time. The version in force at the time of confirming a booking will apply to that contract.
