Man and a Van London Terms and Conditions
These Terms and Conditions set out the basis on which Man and a Van London provides removal, collection, delivery and associated services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions:
Client means the individual, business or organisation that books or uses our services.
Services means any transport, removal, relocation, loading, unloading, packing, collection, delivery, or related services provided by us.
Vehicle means any van or other vehicle used by us to carry out the Services.
Job means a specific booking for Services accepted by us.
Goods means the items that we are requested to move, transport, handle, store or dispose of as part of the Services.
2. Scope of Services
We provide man and van services primarily for removals, deliveries and collections within London and surrounding areas, including but not limited to residential moves, office moves, student moves, item collections and small-scale commercial relocations.
We may, at our discretion, agree to provide services beyond our usual operating area, subject to additional charges, travel time and availability.
We reserve the right to refuse to carry out any Job that, in our reasonable opinion, is unsafe, unlawful, unsuitable for the Vehicle, or beyond the scope of a man and van service.
3. Booking Process
3.1 Booking request
Clients may request a booking by providing full and accurate information about the required Services, including collection and delivery addresses, access details, dates, times, volume and type of Goods, and any special requirements.
All bookings are subject to availability and our confirmation. A quotation provided by us does not constitute a confirmed booking until we have accepted the Job.
3.2 Information and access
The Client must inform us in advance of any restricted access, parking limitations, congestion zones, tolls, or special conditions at either the collection or delivery locations.
If the Client fails to notify us of such issues and this results in delays, additional waiting time charges or extra mileage, we reserve the right to add reasonable charges to the final invoice.
3.3 Inventory and load size
The Client is responsible for accurately describing the quantity and size of Goods to be moved, including any unusually heavy or bulky items such as pianos, safes, large appliances or machinery.
If on arrival we find that the load is significantly larger than described, we may either adjust the price, provide additional Vehicles or staff if available at extra cost, or decline to move some items where capacity, safety or legal limits are exceeded.
4. Quotations and Pricing
4.1 Quotations
Quotations may be provided on an hourly rate or fixed-price basis, depending on the nature of the Job and the information supplied by the Client.
All quotations are based on normal access conditions, reasonable loading and unloading times, and the details provided at the time of booking. Any variance from those details may result in additional charges.
4.2 Additional charges
Additional charges may apply in the following circumstances:
Waiting time caused by delays not attributable to us.
Extended loading or unloading times beyond those reasonably anticipated.
Additional stops, diversions or changes to the route requested by the Client.
Parking fees, congestion charges, tolls or penalty charges incurred in carrying out the Services.
Handling of unusually heavy, awkward or fragile items that were not disclosed at booking.
4.3 Price changes
We reserve the right to adjust our rates from time to time. The rate applicable to a Job will be the rate confirmed at the time the booking is accepted, subject to any additional charges due to changes in circumstances or Client instructions.
5. Payments and Invoicing
5.1 Payment methods
Payment terms will be confirmed at the time of booking. We may accept payment by cash, bank transfer, card payment or other methods as notified to the Client.
We may require full or partial payment in advance, particularly for larger Jobs or long-distance work.
5.2 Payment timing
Unless otherwise agreed in writing, payment is due on completion of the Job. Where advance payment or a deposit is required, this must be received and cleared before the Services are carried out.
If payment is not received when due, we reserve the right to withhold Goods until payment is made in full and to charge interest on overdue amounts at a reasonable commercial rate.
5.3 Deposits
We may require a deposit to secure a booking, particularly during busy periods or for substantial Jobs. Deposits are generally non-refundable in the event of late cancellation, as outlined in the cancellation section below.
6. Cancellations and Changes
6.1 Client cancellations
If the Client wishes to cancel or reschedule a Job, they must notify us as soon as possible.
Where cancellation is made with reasonable notice, we will not normally charge a cancellation fee, but we reserve the right to retain any non-refundable deposit to cover administrative and scheduling costs.
Where cancellation is made at short notice, including on the day of the Job or after the Vehicle and staff have been dispatched, we may charge a cancellation fee up to the full quoted price to cover our costs and lost time.
6.2 Our right to cancel or reschedule
We reserve the right to cancel or postpone a Job due to circumstances beyond our control, including but not limited to severe weather, Vehicle breakdown, staff illness, safety concerns or legal restrictions.
In such cases, we will seek to provide a new date or time for the Job as soon as reasonably possible. Our liability for cancellation or postponement under this clause will be limited to the return of any pre-paid amounts for Services not provided.
6.3 Changes to the Job
If the Client requests significant changes to the scope of the Job after booking, such as additional addresses, extra items, different dates or times, we will use reasonable endeavours to accommodate these changes but cannot guarantee availability.
Where changes are accepted, we may revise the quotation and charges accordingly.
7. Client Responsibilities
The Client is responsible for:
Ensuring that all Goods are ready for transport and properly packed, unless we have specifically agreed to provide packing services.
Ensuring that fragile, valuable or delicate items are adequately protected.
Providing accurate details for collection and delivery, including access instructions, floor levels and parking options.
Arranging and paying for any permits or authorisations required for parking or access.
Ensuring that someone is present at both collection and delivery points to give instructions, grant access, and sign any documentation if required.
8. Goods Excluded and Dangerous Items
We do not carry, and the Client must not present for transport, any of the following without our prior written agreement:
Hazardous or dangerous goods, including explosives, flammable or corrosive substances, gases and chemicals.
Illegal items, stolen goods or items that may not be lawfully possessed or transported.
Live animals, plants that require special handling, or perishable items that may deteriorate during transport.
Cash, jewellery, precious metals, important documents or other high-value items unless specifically agreed and appropriately insured.
If such items are discovered during the Job, we may refuse to carry them and will not be liable for any resulting loss or delay.
9. Liability and Limits of Responsibility
9.1 General liability
We will exercise reasonable care and skill in providing the Services. However, our liability for loss or damage to Goods, or for delay, will be limited as set out in this section.
9.2 Exclusions
We will not be liable for:
Loss or damage arising from inadequate or improper packing by the Client.
Loss or damage to fragile items where they were not adequately protected.
Damage to Goods where we have followed the Client's instructions and those instructions were, or are later found to be, incorrect or incomplete.
Loss or damage arising from weather conditions, traffic delays, acts of third parties or other events beyond our reasonable control.
Loss of profits, loss of business, loss of data, or any indirect or consequential losses.
9.3 Limit of liability for Goods
Our total liability for loss of or damage to Goods in any one Job will be limited to a reasonable amount relative to the value of the Goods actually being moved, subject to any specific agreement or insurance arrangements made with the Client in advance.
The Client is encouraged to arrange suitable insurance cover for Goods of high value or special importance.
9.4 Client indemnity
The Client will indemnify us against any claims, damages, losses or expenses arising out of:
The Client's breach of these Terms and Conditions.
The carriage of prohibited, dangerous, illegal or improperly described Goods.
Damage caused by Goods that are defective, improperly packed or inherently dangerous.
10. Access, Property and Parking
The Client is responsible for ensuring safe and reasonable access to the premises at both collection and delivery points, including any stairways, lifts, corridors, entrances and exits.
We will take reasonable care to avoid damage to property and fixtures. However, we will not be liable for pre-existing damage or wear and tear, or for damage that occurs because access routes are restricted, unsuitable or unsafe.
The Client must arrange suitable parking for the Vehicle and cover any parking costs. We are not responsible for any penalties or fines incurred due to insufficient or illegal parking arrangements requested by the Client.
11. Waste Regulations and Disposal
Where we agree to remove and dispose of items, we will do so in accordance with applicable waste management and environmental regulations.
We may refuse to remove waste that is hazardous, restricted, contaminated or otherwise unsuitable for disposal through normal channels.
The Client must accurately describe any items intended for disposal, including the nature of the materials, so that we can determine whether they can be lawfully and safely removed.
Any waste disposal or recycling charges will be added to the Job cost and will be confirmed with the Client where possible before removal.
12. Delays and Force Majeure
Whilst we aim to arrive and complete Jobs within agreed timeframes, arrival and completion times are estimates only and may be affected by traffic, roadworks, accidents, weather conditions, Vehicle issues or other factors.
We will not be liable for delays or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to natural disasters, extreme weather, strikes, road closures, accidents or acts of authorities.
13. Complaints and Claims
If the Client has a complaint about our Services, they should raise it with us as soon as possible so that we can investigate and, where appropriate, seek to resolve the issue.
Any claim for loss or damage to Goods must be notified to us promptly with reasonable details of the alleged loss or damage and the circumstances in which it occurred.
We may request evidence of the condition and value of Goods and access to inspect alleged damage before any compensation is considered.
14. Data Protection and Privacy
We will only collect and use personal information from Clients as necessary to provide our Services, handle bookings, process payments and manage our relationship with Clients.
We will take reasonable steps to protect personal data against unauthorised access, loss or misuse and will only retain such data for as long as necessary for the purposes for which it was collected or as required by law.
15. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of our 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.
16. General Provisions
16.1 Variations
We may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Job.
16.2 Severability
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.
16.3 Entire agreement
These Terms and Conditions, together with any written confirmation of a booking, constitute the entire agreement between the Client and Man and a Van London in relation to the Services and supersede any prior discussions or understandings.
