Terms and Conditions for Man With A Van Borough

These Terms and Conditions set out the basis on which Man With A Van Borough provides moving, transport and related services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to be fair, clear and practical, and to explain each party’s responsibilities before, during and after the service. For the purposes of these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or the person acting on the customer’s behalf.

Our services may include house moves, office moves, furniture transport, single-item collection, loading and unloading assistance, and other agreed removal or delivery work. The exact scope of the job will depend on the booking details, the quotation accepted, and any instructions provided in advance. We reserve the right to decline or adjust a service where the requested work differs materially from the information supplied at the time of booking, or where the work would be unsafe, unlawful, or outside our operational capacity.

These terms apply to all bookings, whether made by phone, email, message, online form, or any other agreed method. If there is any inconsistency between these terms and a written quotation or written confirmation of service, the written confirmation will prevail only for the specific point of difference and only to the extent expressly stated. Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be excluded or limited.

Bookings are confirmed once we have received sufficient information to provide an accurate estimate and we have accepted the job. We may ask for details such as the collection and delivery addresses, access conditions, parking arrangements, item descriptions, floor levels, lifting restrictions, timing preferences and any special handling requirements. You must ensure all details are accurate and complete. If the information changes after confirmation, we may revise the price, timing, vehicle size, staffing, or service type to reflect the updated requirements.

A booking may be made as a fixed-price job or an estimated job, depending on the information provided and the nature of the work. A fixed price is based on the agreed scope, while an estimated price may change if the job takes longer, involves more items, or becomes more complex than originally described. We are entitled to rely on your description of the goods, access and conditions when preparing a quotation. If we arrive on site and the work is substantially different from the booking description, we may amend the quotation or decline to proceed.

We recommend that you notify us in advance of any fragile, valuable, oversized, heavy or awkward items. Certain items may require additional protection, specialist handling, or extra personnel. Unless we expressly agree otherwise in writing, we do not move prohibited, dangerous, illegal, corrosive, explosive or hazardous items. This includes, without limitation, firearms, chemicals, gas cylinders, biohazardous materials, asbestos, and any item whose transport would breach applicable law or create an unreasonable risk to persons, property or the environment.

Payments must be made in accordance with the method and timetable agreed at the time of booking or invoicing. We may request a deposit, card authorisation, bank transfer, or payment in full before the service begins, depending on the type of job and risk profile. Unless otherwise agreed, all charges are due immediately upon completion of the service. If payment is not made on time, we may suspend further work, withhold delivery where lawful, and charge reasonable costs associated with recovery of unpaid sums, subject to applicable law.

Our prices may include labour, vehicle use, fuel, standard equipment, and travel time where specified. Additional charges may apply for waiting time, parking fees, congestion or access charges, extra labour, stairs, difficult access, delayed loading or unloading, changes to the agreed route, storage, or disposal services. Any charges not included in the original quotation will be discussed where reasonably practicable, but if the circumstances arise during the job and immediate action is needed, you authorise us to continue on the basis of our reasonable assessment of the additional work required.

We reserve the right to request payment on account or advance payment if we consider it commercially necessary. If a card payment is reversed, a transfer is recalled, or a payment is otherwise disputed without lawful basis, you agree to reimburse us for the unpaid amount and any reasonable administrative or recovery costs incurred. Late payment may also result in interest and charges where permitted by law. All prices are stated inclusive or exclusive of VAT as expressly indicated in the quotation or invoice.

Cancellations and rescheduling requests should be made as soon as possible. If you cancel more than 48 hours before the scheduled start time, no cancellation charge will normally apply unless we have already incurred non-recoverable costs specifically for your booking. If you cancel within 48 hours of the scheduled start time, we may charge a reasonable cancellation fee to cover lost time, vehicle allocation and preparatory work. For cancellations very close to the booking time or after our team has been dispatched, the charge may be higher and may include the full or substantial part of the agreed price where permitted by law.

If you are unable to proceed on the day because access is not available, parking is not arranged, the property is closed, keys are unavailable, the goods are not ready, or you are otherwise unprepared to receive the service, we may treat this as a late cancellation or failed attendance. If a booking needs to be rescheduled, we will use reasonable efforts to accommodate the new date, but availability cannot be guaranteed. Any deposit paid may be transferred to the new date at our discretion or retained against our reasonable losses if the original slot cannot be reallocated.

We may cancel or suspend a booking if circumstances outside our control make performance impracticable, unsafe or unlawful. This includes severe weather, vehicle breakdown, road closures, traffic restrictions, staff illness, accidents, fire, security concerns, or events of force majeure. Where we cancel for reasons within our control, we will refund any prepaid amount for the unperformed portion of the service, but we will not be liable for indirect loss. Where cancellation is due to your breach of these terms or incorrect information supplied by you, we may charge for time already spent and costs already incurred.

Our liability is limited to the extent permitted by law. We will exercise reasonable care and skill in providing the service, but we are not responsible for pre-existing defects, hidden damage, inherent weaknesses in items, or losses caused by inadequate packaging or incorrect instructions from you. You are responsible for ensuring that items are suitably packed, labelled and prepared unless we have expressly agreed to pack or protect them. If you request us to move items that are unstable, poorly packed or visibly damaged, we may refuse or do so only at your risk.

If damage to goods occurs as a direct result of our negligence, our liability will ordinarily be limited to the reasonable repair cost or, where repair is not practical, the fair market value of the item immediately before the loss, subject to any applicable cap set out in the booking terms or insurance policy. We will not be liable for loss of profit, business interruption, emotional distress, consequential loss, or indirect losses. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

You must ensure that access routes, stairways, lifts, driveways and loading areas are safe and suitable for the work. You are also responsible for securing permissions from landlords, building managers, local authorities or any other relevant third parties where required. If parking permits, suspension bays or access authorisations are needed, you must arrange them unless we have expressly agreed to do so. Where we are prevented from completing the job due to lack of access, incorrect instructions or unsafe conditions, we may charge for wasted time and reasonable costs.

All waste handling, removal and disposal services are subject to applicable UK waste regulations. You must not present us with hazardous waste, clinical waste, electrical waste that requires specialist treatment, controlled waste, or any material that cannot lawfully be transported or disposed of under the arrangements agreed. Where we agree to remove waste, you confirm that you have the right to transfer that waste and that it is accurately described. We may refuse to collect any waste that is contaminated, improperly separated, or likely to breach environmental rules.

Where goods are to be discarded, recycled or taken to a disposal facility, ownership of those items passes to us only when the transfer is lawful and agreed in writing or by clear conduct. You must not include personal documents, confidential materials or hidden valuables in waste consignments unless expressly agreed. We may charge additional fees for sorting, loading, transfer station charges, disposal levies and handling time. If any item is found to contain prohibited substances or regulated waste, you will be responsible for all resulting costs, fines, claims and clean-up expenses to the extent allowed by law.

Both parties must comply with all applicable laws and regulations, including those relating to road safety, health and safety, consumer protection, environmental protection and data protection. You agree not to use the service for unlawful purposes, and not to ask our staff to undertake unsafe lifting or transport tasks. We may stop work if we believe continuing would place people or property at risk, or if any instruction given by you would cause us to breach the law or these terms.

Any complaint about the service should be raised promptly so that we can investigate it in a practical and timely way. You should inspect items and report visible issues as soon as reasonably possible after completion. Failure to raise a matter promptly may affect our ability to verify what happened, although this does not affect rights that cannot be waived. If we ask for photos, item details, or a written description of the issue, you should provide them within a reasonable time to assist resolution.

We may assign or subcontract parts of the service where appropriate, provided that we remain responsible for the performance of the agreed work in accordance with these terms. You may not assign your booking or any rights under it without our prior consent. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right on one occasion does not waive that right for the future.

These terms constitute the entire agreement between you and us in relation to the service, except where otherwise expressly agreed in writing. They may be updated from time to time, but the version in force when your booking is confirmed will apply to that booking unless a later change is required by law. A copy of the applicable terms may be supplied electronically. By proceeding with a booking, you acknowledge that you have read, understood and accepted the responsibilities set out in this document.