Man with Van Hanworth Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Hanworth provides removal, delivery, collection, and related transport services. By making a 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, the following words have the meanings given:
1.1 "Company" means Man with Van Hanworth, the provider of the services described in these Terms and Conditions.
1.2 "Customer" means any individual, business, or organisation that requests or uses the services of the Company.
1.3 "Services" means any man and van, removal, relocation, delivery, collection, loading, unloading, or related services provided by the Company.
1.4 "Goods" means any items, belongings, furniture, equipment, or materials transported or handled by the Company on behalf of the Customer.
1.5 "Contract" means the agreement between the Company and the Customer for the provision of Services, as governed by these Terms and Conditions.
2. Scope of Services
2.1 The Company provides man and van services for domestic and commercial removals, collections, deliveries, and related transport tasks within its usual service area and beyond by prior agreement.
2.2 The specific details of the Services, including the date, time, collection and delivery addresses, and any special requirements, will be agreed with the Customer at the time of booking.
2.3 The Company reserves the right to refuse to transport any Goods that are illegal, dangerous, hazardous, excessively heavy, improperly packed, or that may cause damage to the vehicle, staff, or other goods.
3. Booking Process
3.1 Bookings can be made by contacting the Company directly and providing full and accurate details of the required Services.
3.2 The Customer must provide the following information at the time of booking: collection and delivery addresses, access details, floors and lifts, approximate volume or list of Goods, any special handling requirements, and preferred date and time.
3.3 The Company will provide a quotation based on the information supplied by the Customer. Quotations are estimates only and may be adjusted if the information provided is incomplete or inaccurate, or if the scope of work changes on the day.
3.4 A booking is only confirmed when the Company has accepted the booking details and, where applicable, received any required deposit or prepayment. Verbal or written confirmation by the Company constitutes acceptance.
3.5 The Customer is responsible for checking that all booking details are correct. Any amendments should be notified to the Company as soon as possible and may result in a revised quotation or change of availability.
4. Prices and Payments
4.1 Prices for the Services are based on factors including time, distance, number of staff required, size of vehicle, and any additional services requested such as packing or furniture assembly.
4.2 Unless otherwise stated, quotations do not include parking charges, tolls, congestion charges, ferry costs, storage fees, or any third-party charges. Such costs will be added to the final invoice and are payable by the Customer.
4.3 The Company may require a deposit or full prepayment to secure a booking. Any such requirement will be communicated at the time of booking.
4.4 Unless agreed otherwise in writing, payment is due immediately upon completion of the Services on the day of the move, by the payment methods accepted by the Company.
4.5 If payment is not made when due, the Company reserves the right to charge reasonable interest on overdue amounts and to recover any costs incurred in pursuing payment.
4.6 For business customers with agreed credit terms, invoices must be paid within the agreed period. The Company reserves the right to withdraw credit terms at any time.
5. Customer Responsibilities
5.1 The Customer must ensure that all Goods are properly packed, secured, and ready for transport, unless packing services have been explicitly included in the booking.
5.2 The Customer must provide accurate information about access at collection and delivery locations, including parking availability, any restrictions, stairs, lifts, and long carrying distances.
5.3 The Customer is responsible for arranging suitable parking and for complying with any local parking rules. Any penalties, fines, or additional costs arising from inadequate parking arrangements may be charged to the Customer.
5.4 The Customer must be present, or ensure a representative is present, at collection and delivery addresses to supervise the move, provide instructions, and sign any relevant paperwork.
5.5 The Customer is responsible for securing any necessary permissions, permits, or building access arrangements for the move.
6. Cancellations and Changes
6.1 The Customer may cancel a booking by giving notice to the Company. The timing of the cancellation will determine any applicable charges.
6.2 If the Customer cancels more than 72 hours before the scheduled start time, any deposit paid may be refundable at the discretion of the Company, subject to reasonable administration charges.
6.3 If the Customer cancels within 72 hours of the scheduled start time, the Company may retain part or all of any deposit to cover lost bookings and administration costs.
6.4 If the Customer cancels on the day of the move or fails to be present at the agreed time and place, the Company reserves the right to charge a cancellation fee up to the full quoted amount.
6.5 Requests to change the date, time, or scope of the Services are subject to availability and may require a revised quotation. The Company is not obliged to accept changes to bookings.
7. Service Performance and Delays
7.1 The Company will use reasonable efforts to provide the Services on the agreed date and time, but timings are estimates and cannot be guaranteed.
7.2 The Company is not liable for delays or failure to perform the Services caused by circumstances beyond its reasonable control, including traffic, accidents, road closures, adverse weather, breakdowns, or delays caused by the Customer.
7.3 If the Company is delayed or prevented from completing the Services due to factors outside its control, the Company may adjust the charges to cover additional time or waiting as reasonably required.
7.4 If, due to unforeseen circumstances, the Company is unable to attend a booking, it will inform the Customer as soon as reasonably possible and offer an alternative time or a refund of any prepayments received.
8. Liability for Loss or Damage
8.1 The Company will take reasonable care in handling and transporting the Customer's Goods. However, the Customer acknowledges that normal wear, minor marks, or superficial damage can occur during moves.
8.2 The Company's liability for loss of or damage to Goods is limited to a reasonable amount, having regard to the nature, condition, and value of the Goods, and subject to any applicable insurance held by the Company.
8.3 The Company will not be liable for:
a) any pre-existing damage, defect, or weakness in the Goods;
b) loss or damage resulting from inadequate or improper packing by the Customer;
c) loss of items packed by the Customer in concealed containers or boxes not packed or checked by the Company;
d) loss of or damage to cash, jewellery, watches, precious metals, stones, important documents, or other valuables, unless specifically agreed in writing before the move;
e) indirect or consequential loss, including loss of profit, income, or business opportunities.
8.4 The Customer must report any loss or damage to Goods in writing to the Company as soon as reasonably practicable and, in any event, within 48 hours of completion of the Services. The Company may not be able to consider claims made after this period.
8.5 The Customer must provide evidence of loss or damage and cooperate with any investigation. The Company may repair or replace damaged items, or offer compensation up to the value of the item, taking account of age, condition, and depreciation.
9. Excluded Items
9.1 The Company does not transport hazardous or prohibited items, including but not limited to:
a) flammable, explosive, or corrosive substances;
b) gas bottles, fuel, paints, or chemicals;
c) illegal items or substances;
d) live animals or plants, unless expressly agreed.
9.2 The Customer must not include any such items in the Goods to be moved. The Company is entitled to refuse to transport any such items and will not be liable for any loss arising from such refusal.
10. Waste and Disposal Regulations
10.1 The Company is not a waste carrier or licensed rubbish removal operator unless explicitly stated otherwise. Standard man and van and removal services are for the transport of personal or business belongings, not for the disposal of waste.
10.2 The Customer must not present household waste, construction rubble, commercial waste, or items intended solely for disposal unless the Company has specifically agreed to provide a suitable service and the Customer has confirmed compliance with applicable waste regulations.
10.3 Where the Company agrees to transport items to a recycling centre or licensed facility on behalf of the Customer, the Customer remains responsible for ensuring that the items are lawful to dispose of and that any necessary documentation is provided.
10.4 The Company will not unlawfully tip, abandon, or dispose of items. If the Customer requests disposal that would breach environmental or local regulations, the Company will refuse such requests.
10.5 Any fines, penalties, or costs arising from false declarations or unlawful disposal caused by the Customer's instructions or omissions may be charged to the Customer.
11. Insurance
11.1 The Company maintains appropriate insurance cover for its operations, subject to the terms and conditions of the insurance policy.
11.2 The Customer is encouraged to arrange additional insurance for high-value or fragile items, or to supplement cover where necessary.
11.3 The Company can provide general information about the scope of its insurance on request, but does not provide insurance advice. It is the Customer's responsibility to ensure adequate cover for their own Goods.
12. Access, Health and Safety
12.1 The Company reserves the right to refuse to carry out any part of the Services if, in its reasonable opinion, it would be unsafe or pose a risk to staff, the public, or property.
12.2 The Customer must ensure that access routes are clear and safe, and that any hazardous conditions are communicated to the Company in advance.
12.3 The Company may make additional charges where difficult access, excessive stairs, or long carrying distances significantly increase the time or effort required compared with the original booking information.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and addressed.
13.2 Complaints relating to loss or damage must follow the notification procedure in clause 8.4. Other service-related complaints should be made within a reasonable time of the Services being completed.
13.3 The Company will investigate all complaints in good faith and will seek to reach a fair resolution, which may include repair, replacement, partial refund, or other appropriate remedy, depending on the circumstances.
14. Data Protection and Privacy
14.1 The Company collects and processes personal information about Customers for the purposes of managing bookings, providing Services, taking payment, and handling enquiries or complaints.
14.2 The Company will take reasonable steps to keep personal information secure and will not sell personal data to third parties.
14.3 The Company may share necessary information with staff, subcontractors, or service providers involved in delivering the Services, but only to the extent required for that purpose.
15. Subcontracting
15.1 The Company may, at its discretion, use vetted subcontractors or partners to carry out part or all of the Services.
15.2 Where subcontractors are used, the Company will remain responsible for the proper performance of the Contract, subject to these Terms and Conditions.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any Contract between the Company and the Customer, are governed by and shall be construed in accordance with the laws of England and Wales.
16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions or their subject matter.
17. General Provisions
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 and enforceable. The remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
17.3 These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions or agreements.
17.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract.
