Terms and Conditions
Man with Van East Dulwich Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van East Dulwich provides man and van, removals, and related services within the United Kingdom. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions.
If you do not agree to any part of these Terms and Conditions, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means Man with Van East Dulwich, the provider of the man and van and removal services.
Customer means the person, firm or organisation booking or using the services of the Company.
Services means any man and van, moving, transportation, loading, unloading, packing, clearance or related services provided by the Company.
Goods means all items, belongings, furniture, equipment, boxes and other property which are handled, transported or stored by the Company on behalf of the Customer.
Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation of booking.
2. Scope of Services
The Company provides man and van and removal services for domestic and business customers, including local moves, collection and delivery of items, small office relocations, and related services within the UK.
The specific scope of work, including collection and delivery addresses, the nature and approximate quantity of Goods, and any special requirements, will be agreed at the time of booking or in a written quotation or confirmation.
The Company reserves the right to decline to transport any items that it reasonably considers unsafe, unlawful, excessively heavy, fragile beyond normal risk, or unsuitable for the vehicle or service requested.
3. Booking Process
3.1 Bookings may be made by the Customer via the Company’s accepted communication methods, such as telephone or online enquiry forms, as specified by the Company from time to time.
3.2 When making a booking, the Customer must provide accurate and complete information, including:
Pickup and delivery addresses, including details of access, stairs, lifts, parking and any restrictions.
The approximate volume, nature and value of the Goods.
Any particularly heavy, bulky, fragile, or high-value items.
Preferred date and time for the Service.
Any other relevant information that may affect the quotation or the safe performance of the Services.
3.3 Any quotation provided by the Company is based on the information supplied by the Customer and is subject to change if that information is inaccurate or incomplete.
3.4 A Contract is formed only when the Company confirms the booking, either verbally or in writing. The Company may refuse any booking at its discretion.
4. Quotations and Pricing
4.1 Quotations may be provided on an hourly rate basis, a fixed price basis, or a combination of both, as agreed with the Customer.
4.2 Unless otherwise stated, quotations:
Are exclusive of congestion charges, tolls, parking charges, fines for parking or access issues, or additional fees charged by third parties, all of which will be payable by the Customer.
Are based on normal access conditions, including reasonable walking distance between vehicle and property, safe access routes, and the availability of parking.
Do not include assembly or disassembly of furniture or equipment, packing or unpacking, or the disconnection and reconnection of appliances, unless specifically agreed.
4.3 The Company reserves the right to adjust the price if:
The Services take longer than reasonably expected due to circumstances beyond the Company’s control.
Additional Goods or services are requested or required.
Access is more difficult than originally described, including additional flights of stairs, long carries, or inadequate parking.
The Customer causes delay or reschedules on the day of service.
5. Payments
5.1 The Customer agrees to pay all charges due for the Services in accordance with the Contract.
5.2 The Company may require a deposit or full prepayment to secure a booking. Any deposit requirements will be communicated at the time of booking.
5.3 Unless otherwise agreed, payment of any balance is due immediately on completion of the Services on the same day. The Company may suspend or refuse to complete the Services if payment terms are not met.
5.4 Accepted payment methods will be communicated by the Company and may include cash, card or bank transfer. The Customer is responsible for any bank or payment processing charges.
5.5 If the Customer fails to make payment when due, the Company may charge interest on overdue amounts at the statutory rate permitted under UK law, and may recover all reasonable costs of debt recovery.
6. Cancellations and Changes
6.1 If the Customer wishes to cancel or reschedule a booking, they must notify the Company as soon as reasonably possible.
6.2 The following cancellation charges may apply, unless otherwise agreed in writing:
Cancellations made more than 72 hours before the scheduled start time: no cancellation fee, and any deposit may be refunded or transferred at the Company’s discretion.
Cancellations made between 24 and 72 hours before the scheduled start time: the Company may retain all or part of the deposit or charge up to 50 percent of the quoted price.
Cancellations made less than 24 hours before the scheduled start time, or on arrival: the Company may charge up to 100 percent of the quoted price.
6.3 Rescheduling is subject to availability and may be treated as a cancellation and new booking if significant changes are requested or if the new date or time falls under a higher tariff period.
6.4 The Company reserves the right to cancel or postpone the Services due to circumstances beyond its reasonable control, including but not limited to vehicle breakdown, extreme weather, accidents, illness, or legal restrictions. In such cases, the Company will seek to rearrange the booking or provide a refund of any prepayments, but shall not be liable for any indirect or consequential losses.
7. Customer Responsibilities
7.1 The Customer is responsible for:
Ensuring that they have the legal right to transport the Goods.
Obtaining and paying for any necessary permits, parking suspensions, or access permissions.
Ensuring that properties are accessible at the agreed times, including providing keys, codes, or entry arrangements.
Properly packing and securing Goods, unless packing services have been expressly agreed.
Removing or securing valuable items such as jewellery, money, personal documents, and portable electronic devices, which should not be included in the Goods for transport.
7.2 The Customer must not include in the Goods any items that are illegal, hazardous, explosive, flammable, perishable, or otherwise unsuitable for normal transport, including but not limited to gas cylinders, fuel, chemicals, paint, firearms, ammunition, or live animals.
7.3 The Customer, or an authorised representative, should be present at collection and delivery locations to direct the Company’s staff and confirm that the Services have been completed. If the Customer is not present, the Company may act according to its best judgement and shall not be liable for any loss arising from this.
8. Company Responsibilities
8.1 The Company will exercise reasonable skill and care in providing the Services and handling the Goods.
8.2 The Company will make reasonable efforts to adhere to agreed dates and times but does not guarantee exact arrival or completion times. Time is not of the essence unless expressly agreed in writing.
8.3 The Company will comply with applicable UK laws and regulations in the course of providing the Services.
9. Liability and Limitations
9.1 The Company’s liability for loss of or damage to Goods, or for delay, shall be limited as set out in this clause, except where otherwise required by law.
9.2 The Company will not be liable for:
Normal wear and tear, minor scuffs, or scratches arising from standard handling.
Damage to Goods that are poorly packed by the Customer or which are inherently fragile or unstable.
Damage to items with pre-existing defects or weaknesses.
Loss or damage resulting from war, terrorism, contamination, or other events beyond the Company’s reasonable control.
Indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or emotional distress.
9.3 The Customer should notify the Company of any visible loss or damage as soon as reasonably possible and in any event within 48 hours of completion of the Services. Failure to notify within this period may affect the Company’s ability to investigate or accept a claim.
9.4 In any event, the Company’s total liability for loss, damage, or delay arising out of or in connection with the Services shall not exceed the lower of the actual value of the Goods lost or damaged or a reasonable limit per job as determined by the Company’s standard insurance arrangements, unless a higher value has been agreed in writing and additional charges have been paid.
9.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for fraud, or for any other liability that cannot be excluded under UK law.
10. Damage to Property
10.1 The Company will take reasonable care to avoid damage to premises, including floors, walls, and fixtures. However, the Customer must inform the Company of any particularly delicate surfaces or areas requiring special protection.
10.2 The Company shall not be liable for damage to premises where this results from:
Moving bulky or heavy items in tight or awkward spaces where the Customer has requested that the move be attempted.
Pre-existing structural issues, defects, or weaknesses.
Failure by the Customer to protect items or surfaces after being advised to do so.
11. Waste and Rubbish Removal
11.1 The Company provides removal and transportation services and may, by prior agreement, assist with the removal of certain unwanted items or waste, subject to applicable waste regulations.
11.2 The Company will not transport prohibited waste, hazardous materials, or controlled waste except in compliance with relevant UK waste legislation and only where properly packaged and declared.
11.3 Where the Company agrees to remove waste or unwanted items, such waste will be transported only to authorised facilities in accordance with UK law. The Customer remains responsible for accurately describing the nature of items to be disposed of.
11.4 Fly-tipping and unlawful disposal of waste are criminal offences in the UK. The Company operates in compliance with waste regulations and will not comply with any request from the Customer that would result in illegal dumping or disposal.
12. Delays and Waiting Time
12.1 The Customer must ensure that they are ready for collection and delivery at the agreed times. If the Company or its staff are kept waiting due to the Customer or due to access issues not disclosed at the time of booking, additional waiting time charges may apply at the Company’s standard hourly rate.
12.2 The Company is not liable for delay caused by factors outside its reasonable control, including traffic congestion, accidents, weather conditions, or restrictions imposed by authorities or third parties.
13. Insurance
13.1 The Company maintains insurance cover appropriate for a man and van and removal service operating in the UK. Details of cover can be made available to the Customer upon request.
13.2 It is the Customer’s responsibility to arrange additional insurance for valuable or fragile items if the standard cover is insufficient. The Company does not provide insurance advice.
14. Complaints
14.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, providing relevant details and supporting information.
14.2 The Company will investigate complaints in a fair and timely manner and may request further information or evidence from the Customer.
15. Data Protection and Privacy
15.1 The Company may collect and process personal data from the Customer for the purposes of handling enquiries, managing bookings, delivering the Services, taking payment, and fulfilling legal obligations.
15.2 The Company will handle personal data in accordance with applicable UK data protection laws and will not sell or disclose personal data to third parties except where necessary to provide the Services or comply with legal requirements.
16. Amendments to Terms
16.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking shall apply to that booking.
16.2 Any variation to these Terms and Conditions must be in writing and agreed by an authorised representative of the Company.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall remain in full force and effect.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 or formation.
By booking or using the Services of Man with Van East Dulwich, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
