Man And A Van Wandsworth Terms and Conditions
These terms and conditions set out the basis on which Man And A Van Wandsworth provides removal, transport, collection, and related services for domestic and commercial customers. By making a booking, the customer agrees to be bound by these terms, which are designed to make the service clear, fair, and legally compliant. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer placing the booking or receiving the service.
Our service may include loading, unloading, furniture handling, transport, item placement, and, where agreed, disposal or delivery support. Because every job is different, the exact scope of work will depend on the booking details you provide and any written or verbal confirmation given before the job begins. We reserve the right to refuse or limit any work that is unsafe, unlawful, outside the agreed scope, or likely to cause damage to property, vehicle, staff, or third-party goods.
These terms apply to all bookings unless we agree otherwise in writing. They should be read together with any estimate, quotation, invoice, or job confirmation provided before the service date. If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply. Nothing in these terms affects your statutory rights as a consumer where such rights cannot lawfully be excluded.
1. Booking Process
A booking is not confirmed until we have accepted your request and, where required, received any deposit or advance payment agreed at the time of booking. You must provide accurate and complete information, including the collection and delivery addresses, access conditions, item descriptions, estimated quantity, parking restrictions, stairs or lift access, and any special handling needs. If the information you provide changes before the service date, you must notify us as soon as possible so that we can reassess the booking.
All quotations are based on the information available at the time they are issued. If the actual job differs from the description provided, we may revise the price, allocate additional time, provide additional staff, or decline to proceed where the revised requirements are unreasonable or unsafe. A quotation is usually an estimate unless expressly stated as a fixed price. We may charge waiting time, extra labour, or additional mileage if the job takes longer or covers more work than agreed.
We may ask for photographs, inventory lists, or further clarification before confirming the booking. This is to help ensure that the right vehicle, equipment, and workforce are assigned. If access is restricted, roads are unsuitable, parking is unavailable, or the load is heavier or larger than described, delays or additional costs may apply. It is your responsibility to ensure that someone is present at the collection and delivery points unless we have agreed otherwise.
2. Pricing and Payments
Our charges may be based on hourly rates, fixed charges, call-out fees, travel time, waiting time, labour, vehicle size, number of staff, or a combination of these elements. Any VAT or other tax, where applicable, will be shown separately or included as stated in the quotation or invoice. We may require a deposit to secure the booking, especially for larger moves, busy periods, same-day work, or services involving disposal or specialist handling.
Unless otherwise agreed in writing, payment is due immediately upon completion of the job. For some bookings, payment may be required in advance. We accept the payment methods stated at the time of booking or on the invoice. If payment is not made on time, we may charge reasonable interest or recovery costs where permitted by law, and we may withhold further services until outstanding amounts are cleared.
Where an estimate is provided, it is based on the expected time and resources needed to complete the work. The final amount may be higher if the actual service requires more time, additional handling, unexpected obstacles, or extra waiting caused by the customer, the site, or third parties. Any material change to price will normally be explained as soon as reasonably practicable, and you may be asked to approve the revised cost before the work continues.
3. Cancellations and Amendments
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel within a short period before the agreed time, we may charge a cancellation fee to cover time reserved, staff scheduled, and any expenses already incurred. Where a deposit has been paid, some or all of it may be retained if cancellation occurs after we have committed resources to the job, subject to applicable consumer law.
If you wish to amend the booking, we will try to accommodate reasonable changes, but any amendment may affect the price, vehicle allocation, and timing. We are not responsible for missed deadlines or knock-on losses caused by late changes made by you. If we arrive and cannot complete the job because access is blocked, the address is incorrect, the goods are not ready, or the customer is unavailable, we may treat this as a late cancellation or failed job and charge accordingly.
We also reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, staff illness, legal restrictions, safety concerns, or events affecting the safe performance of the service. In such cases, we will take reasonable steps to offer an alternative time. Where the service cannot proceed, any prepaid amount will normally be refunded for the undelivered portion of the work, unless non-refundable costs have already been incurred lawfully.
4. Service Conditions and Customer Responsibilities
It is your responsibility to ensure that all goods are properly packed, labelled, and ready for transit unless packing is specifically included in the booking. Fragile, high-value, or unusually shaped items should be declared in advance. You should also ensure that the delivery or collection point is safe and accessible, with any necessary permits, permissions, or parking arrangements in place. If we reasonably believe an item is unsafe to move without damage, we may refuse to carry it.
You must not include prohibited, dangerous, illegal, or contaminated items in the load unless we have expressly agreed to transport them and are legally allowed to do so. This includes, for example, flammable materials, pressurised containers, live animals, explosives, unsecured hazardous waste, or goods that may endanger people or property. If undeclared prohibited items are discovered, we may stop the job, remove the items from the vehicle, notify the relevant authorities if required, and charge any costs arising from the incident.
We expect customers to behave respectfully toward staff and to provide a safe working environment. Our team may refuse to work in abusive, threatening, intoxicated, or unsafe circumstances. If the service is delayed or interrupted because of customer conduct, inaccurate information, or unsafe conditions, we are not liable for resulting losses. Where assistance is needed to complete lifting or movement, you should tell us in advance so the correct arrangements can be made.
5. Liability and Damage
We will use reasonable care and skill in performing the service. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract. We are not responsible for indirect or consequential losses, including loss of profits, business interruption, loss of opportunity, emotional distress, or losses arising from events outside our control. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Where damage is alleged, you must notify us as soon as reasonably possible and provide evidence of the item, the damage, and the circumstances in which it occurred. We may need the damaged item to be retained for inspection. We will not be liable for pre-existing damage, wear and tear, defects in the item, inadequate packing, or damage caused by the inherent nature of the goods. We are also not liable for damage to walls, floors, fittings, or access routes where such damage results from cramped access, customer instruction, or pre-existing weakness.
If we accept responsibility for a proven loss, our liability will normally be limited to the lower of the repair cost, replacement cost, or the declared value of the item, subject to any agreed cap stated in the booking or invoice. Customers are strongly encouraged to arrange their own insurance for high-value goods, sensitive items, or situations where the risk of loss is higher than usual. Any claims must be made promptly and supported by reasonable documentation.
6. Waste Regulations and Disposal
Where our service includes removal, clearance, or disposal, both parties must comply with applicable UK waste legislation, including duties relating to lawful transport and transfer of waste. We will only remove waste that we are authorised and equipped to handle. We may refuse any item or load that contains hazardous, clinical, electrical, contaminated, or restricted waste unless a lawful disposal route and the correct classification have been arranged in advance.
You must accurately describe the waste or unwanted items to be collected. If items are presented as general household or commercial waste but are later found to include controlled, restricted, or hazardous material, we may adjust the service, refuse collection, or charge additional costs for segregation, handling, disposal, or return. You agree to provide any information reasonably required for waste transfer documentation, proof of origin, or legal compliance checks.
Where required, we may issue or complete waste transfer notes, disposal records, or other documentation in line with applicable regulations. You must not ask us to dispose of waste unlawfully, fly-tip, or bypass regulated facilities. We reserve the right to stop work if we suspect illegal disposal activity, and we may report concerns to the appropriate authority where necessary. If your items are left with us for disposal, title may transfer only once lawful acceptance has occurred under the agreed service.
7. Delays, Force Majeure and Vehicle Issues
We will make reasonable efforts to attend on time, but estimated arrival times are not guaranteed unless specifically stated otherwise. Delays may occur because of traffic, weather, road closures, access difficulties, loading complications, or unforeseen operational issues. We are not liable for delay-related losses where the cause is outside our reasonable control. If a delay becomes significant, we will aim to keep you informed and, where practical, provide a revised time window.
If the vehicle breaks down or becomes unsuitable for the planned job, we may provide an alternative vehicle, alternative team, or alternative appointment. If we cannot complete the service for reasons beyond our control, our responsibility is limited to the refund of any prepaid amount for the part of the service not supplied. We will not be liable for compensation beyond that unless required by law.
These terms also apply where the service is affected by force majeure events, including strikes, civil unrest, government restrictions, fire, flood, pandemic-related disruption, or any other event outside our reasonable control. In such cases, performance may be suspended for the duration of the event without liability for failure to perform during that period. We will always act reasonably and in good faith when deciding whether to continue, reschedule, or cancel the work.
8. Complaints, Data, and General Legal Terms
If you have concerns about the service, you should raise them promptly so that we can investigate and, where appropriate, try to resolve the matter. Any complaint should include sufficient detail to allow us to understand the issue and assess what happened. Failure to raise a problem promptly may affect our ability to investigate and, in some cases, may limit any remedy available. We aim to deal with issues fairly and proportionately.
We may use your information to administer the booking, issue invoices, manage payment, and comply with legal obligations. We will handle personal data in line with applicable data protection law and only for legitimate service-related purposes, unless a different lawful basis applies. Details of how data is used, retained, and protected should be understood as part of the service relationship and any separate privacy information that may apply.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. No waiver of any term will be effective unless agreed in writing, and no course of dealing will amend these terms unless expressly stated. By booking with Man And A Van Wandsworth, you confirm that you have read, understood, and accepted these conditions.