Man and a Van London Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van London provides removal, delivery, man and van and related services. By placing a booking, paying a deposit, or allowing our team to begin work, you agree to be bound by these Terms and Conditions.

These terms are intended to apply to domestic and commercial customers using our man and van and removal services within London and surrounding areas, including collection, delivery, loading, unloading, and related activities.

Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Customer means the person, company, or organisation booking the services.
Services means any removal, man and van, delivery, collection, loading, unloading, packing, storage, or related work provided by us.
Vehicle means any van or other vehicle used by us to carry out the services.
Goods means the items being moved, transported, handled, or stored as part of the services.
Contract means the agreement between us and the customer incorporating these Terms and Conditions.

Bookings and Service Details

All bookings must be made directly with us and are subject to availability. We reserve the right to refuse a booking at our sole discretion.

When you request a quote, you must provide accurate and complete information about:

The collection and delivery addresses and any access restrictions.
The type, quantity, and approximate value of goods to be moved.
The presence of any fragile, heavy, bulky, or unusual items.
Parking arrangements and any permits required.
Any stairs, lifts, long carries, or access limitations.
Your preferred dates and times for the services.

Our quote is based on the information you provide. If the actual work differs materially from what was described at the time of booking, we may adjust the price, apply additional charges, or decline to complete all or part of the work.

A booking is not confirmed until we have accepted it and you have agreed to the quoted price and any applicable terms, including any deposit requirement. We may issue written confirmation of your booking. You are responsible for checking that all details in the confirmation are correct and informing us promptly of any errors.

Service Area

Our primary service area is London and surrounding locations. We may agree to work outside this area at our discretion. Any additional travel time, mileage, congestion charges, tolls, or parking charges may be added to the quote or charged separately.

Pricing and Quotes

Prices may be calculated on an hourly rate, fixed price, or a combination of both, depending on the nature of the job. The basis of the price will be made clear to you at the time of booking.

Unless expressly stated otherwise, quoted prices do not include the cost of packing materials, parking fees, congestion charges, tolls, ferry charges, customs duties, storage charges, or additional insurance cover.

We reserve the right to revise a quote or apply additional charges if:

The job takes longer than estimated due to circumstances outside our control.
Access is more difficult than originally described, such as additional flights of stairs, long walks, or restricted loading times.
Extra items are added or the volume or weight of goods is greater than stated.
There are delays caused by you, your agents, or third parties, including waiting time for keys, paperwork, or access.
Work is required outside normal operating hours where not previously agreed.

Payments and Charges

Payment terms will be confirmed at the time of booking. We may require full payment in advance or a deposit with the balance due on completion of the services. For longer or larger jobs, staged payments may be agreed.

You must ensure that cleared funds are available in accordance with the agreed payment terms. If payment is not received when due, we may:

Refuse to start or continue the services.
Retain the goods until payment is made in full.
Charge interest on overdue amounts at the statutory rate.
Recover from you any reasonable costs incurred in pursuing payment.

All charges are payable by the customer named on the booking, even if the services are for the benefit of a third party. Where services are provided to a business customer, the person making the booking warrants that they have authority to bind the business.

Cancellations and Changes

If you wish to cancel or change a booking, you must inform us as soon as possible. Charges may apply depending on the notice period and the type of booking.

As a general guideline:

If you cancel more than 72 hours before the agreed start time, a full or substantial refund of any deposit may be given, subject to any non-refundable costs already incurred.
If you cancel within 24 to 72 hours, a cancellation charge may be applied, which can include retention of some or all of any deposit and a percentage of the quoted price.
If you cancel within 24 hours of the agreed start time, we may charge up to the full quoted price.

If you wish to change the date, time, or scope of the services, we will try to accommodate your request but cannot guarantee availability. Price adjustments may be required where the nature or scale of the work changes.

We may cancel or postpone the services if:

Adverse weather, accidents, or events beyond our reasonable control make it unsafe or impractical to proceed.
You have not provided accurate information or necessary instructions.
Payment or deposit is not received when due.
We reasonably believe the work may be unsafe, unlawful, or involve prohibited items.

In such cases, we will seek to rearrange the services where possible, but we are not liable for any indirect or consequential loss arising from such cancellation or delay.

Customer Responsibilities

You are responsible for:

Ensuring that all goods are properly packed, protected, and ready for transport, unless you have specifically booked packing services.
Labeling any fragile, valuable, or delicate items and advising us in advance of any special handling requirements.
Ensuring that all items to be moved are disconnected, emptied, defrosted, and secured, including appliances and equipment.
Arranging suitable parking and, where necessary, obtaining and paying for any parking permits, dispensations, or suspension of bays.
Ensuring safe and reasonable access at both collection and delivery locations, including for our vehicle and team.
Being present, or arranging for an authorised representative to be present, during collection and delivery to provide instructions and check the goods.

If you fail to provide suitable access, parking, instructions, or the necessary presence on site, we may still charge the full fee and any additional waiting or rearrangement charges.

Items We Will Not Carry

For safety, legal, and insurance reasons, we do not carry certain items, including but not limited to:

Illegal items, stolen goods, or items of unlawful possession.
Explosives, flammable or hazardous substances, including gas cylinders, fuel, paints, chemicals, or solvents.
Perishable goods that may deteriorate in transit, including food, plants, and live animals.
Cash, jewellery, precious metals, securities, or other high-value items, unless expressly agreed in writing beforehand.

If such items are carried without our knowledge, we accept no responsibility for loss, damage, or consequence. You may be liable for any damage or loss we suffer as a result of transporting prohibited items.

Waste, Rubbish, and Disposal

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company and will not remove household rubbish or construction waste unless this has been specifically agreed as part of a separate service and complies with waste regulations.

You must not ask our team to dispose of items unlawfully, including fly-tipping or leaving items in unauthorised locations. Any request to dispose of items must be agreed in advance and may incur additional charges to cover disposal fees and handling.

Where we agree to remove unwanted items, you confirm that you are the legal owner or have authority to dispose of them. You remain responsible for ensuring that any items designated as waste are suitable for lawful disposal.

Liability for Loss or Damage

We will exercise reasonable care and skill in providing the services. Our liability for loss or damage is subject to the limitations set out in this section.

We are not liable for:

Loss or damage arising from your failure to pack goods properly, unless we provided packing services.
Damage to the internal workings of appliances, equipment, or electronics where there is no visible external damage.
Loss or damage to items with pre-existing defects, wear and tear, or inherent vice.
Loss of data, software, or digital content stored on any devices.
Loss or damage arising from your failure to take out suitable insurance for high-value or fragile items.

Our total liability for loss of or damage to goods, whether arising in contract, tort, negligence, or otherwise, is limited to a reasonable sum reflecting the value of the physical goods and the charges paid for the services, subject to any specific written agreement to increase this limit on payment of an additional fee.

We are not liable for any indirect, special, or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss due to delays in moving or delivering goods.

You must notify us of any visible loss or damage as soon as reasonably practicable and, in any event, within a reasonable time of completion of the services. We may inspect any damaged items and request evidence such as photographs or purchase receipts.

Delays and Events Beyond Our Control

We will make reasonable efforts to carry out the services at the agreed time and date. However, we are not liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to:

Traffic congestion, road closures, or vehicle breakdowns.
Adverse weather conditions.
Accidents, emergencies, or incidents affecting access.
Industrial action or labour disputes.
Public authority actions or restrictions.

Where such events occur, we will endeavour to inform you and rearrange the services as soon as practicable. Our responsibility will be limited to providing the services at a later time or date, and we will not be liable for consequential losses resulting from the delay.

Insurance

We carry insurance for our vehicles and, where applicable, for our activities as a removals and man and van operator. This does not replace your responsibility to ensure that your goods are adequately insured for their full value.

You are strongly advised to obtain suitable contents or removals insurance to cover your goods during transit and handling, especially for high-value or fragile items. Additional cover or increased limits may be available by prior arrangement.

Complaints and Disputes

If you are dissatisfied with any aspect of the services, you should raise the issue with our representative as soon as possible during the job, so that we have an opportunity to resolve it.

If a problem arises after completion, you should notify us within a reasonable time, giving full details and any supporting evidence. We will investigate the matter and respond as promptly as we can, seeking a fair and practical resolution.

Nothing in these terms affects any statutory rights you may have as a consumer under UK law.

Data Protection and Privacy

We will collect and use your personal information only as necessary to manage bookings, provide services, issue quotes and invoices, and comply with legal obligations.

Your details will be handled in accordance with applicable data protection laws. We will not sell your personal data to third parties. We may share relevant information with our staff, contractors, or agents solely for the purpose of delivering the services.

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, are governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision will be deemed severed and the remaining provisions will continue in full force and effect.

No variation of these Terms and Conditions will be effective unless agreed in writing by us. Our failure to enforce any right or provision under these terms will not constitute a waiver of such right or provision.

These Terms and Conditions, together with any written quote or confirmation, constitute the entire agreement between you and us relating to the services and supersede any previous discussions or understandings.

By proceeding with a booking or allowing our team to commence work, you confirm that you have read, understood, and agree to these Terms and Conditions.