Terms and Conditions
Man with Van West Heath Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van West Heath provides removal and associated services to private and commercial customers. By placing a booking, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
These terms apply to all services supplied by Man with Van West Heath, including but not limited to house moves, flat moves, office moves, single item collections, deliveries, and related loading and unloading services within our normal service area and to destinations across the United Kingdom.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, partnership, company, or organisation that books or receives services from Man with Van West Heath.
Services means any removal, transport, delivery, loading, unloading, packing, or related services provided by Man with Van West Heath.
Vehicle means any van or other vehicle used by Man with Van West Heath to provide the services.
Goods means the items, furniture, belongings, or property that are the subject of the services.
Contract means the agreement between Man with Van West Heath and the customer, incorporating these Terms and Conditions and the details of the booking confirmation.
Booking Process
All services must be arranged in advance through our booking process. A booking may be initiated by the customer by providing details of the move, including addresses, access information, dates, approximate volume of goods, and any special requirements.
Quotes are generally provided based on the information supplied by the customer. It is the customer’s responsibility to ensure that all information is accurate and complete. If information provided is inaccurate or incomplete, we reserve the right to adjust the price, amend the service, or refuse to carry out the work.
A booking is only confirmed once we have accepted the request for services and, where applicable, received any required deposit or advance payment. Verbal or written quotations do not constitute a confirmed booking until acceptance is communicated by us.
We may refuse any booking at our reasonable discretion, including where the requested service is not feasible, unsafe, or beyond the capacity of our vehicles, equipment, or staff.
Service Scope and Customer Responsibilities
Unless otherwise agreed in writing, our standard service includes the provision of a vehicle and one or more removal operatives to assist with loading, transport, and unloading of goods between the agreed collection and delivery addresses.
The customer is responsible for ensuring that sufficient parking is available at both collection and delivery locations, and for obtaining any necessary permits or authorisations. Any fines, penalties, or parking charges incurred due to insufficient or restricted access may be charged to the customer.
The customer must ensure that access routes to and from the property, including stairs, lifts, corridors, and doorways, are safe, clear, and suitable for moving the goods. If access is restricted, unsafe, or significantly different from what was disclosed at the time of booking, additional charges may apply, or the work may be postponed or cancelled.
The customer is responsible for adequate packing of goods, unless packing services have been expressly agreed. Fragile or high-value items must be appropriately protected and clearly marked. We are not responsible for damage caused by poor or inadequate packing carried out by the customer or a third party.
The customer, or an authorised representative, must be present at both collection and delivery locations to supervise the work, give instructions, and check the premises and vehicle at completion. If no representative is available, we will carry out the work using reasonable care and judgment, but we shall not be liable for any resulting loss, damage, or discrepancies.
Payments, Pricing and Charges
Our charges may be based on an hourly rate, a fixed price, or a combination of the two, as specified in your quote and booking confirmation. Any estimated time given is an approximation only, and the final price may vary if the duration of the work differs from the estimate due to circumstances beyond our control or information not disclosed at the time of booking.
Unless otherwise agreed, payment is due on completion of the service on the day of the move. We reserve the right to require a deposit or full payment in advance for certain bookings, including long-distance moves or large jobs.
Additional charges may apply for services such as dismantling and reassembly of furniture, packing and unpacking, long carry distances, use of stairs where lifts are unavailable, waiting time, additional pick-up or drop-off points, out-of-hours work, and any other extra services requested or required on the day.
Waiting time may be charged if our team is unable to start or continue work due to issues beyond our control, including lack of access, delays in keys being made available, or required paperwork not being ready. Waiting time is typically charged at the agreed hourly rate or as otherwise specified in advance.
If payment is not made when due, we may charge reasonable interest on the overdue amount and recover any costs incurred in enforcing payment. We may also retain possession of goods in our vehicles or storage facilities until full payment is received, and may, after giving notice, sell such goods to recover outstanding sums.
Cancellations and Amendments
The customer may cancel or amend a booking by providing advance notice. Cancellation terms will vary depending on the timing of the cancellation in relation to the scheduled service date.
If the customer cancels more than 7 days before the scheduled service, any deposit paid may be refundable, less any reasonable administrative costs or non-recoverable expenses already incurred. If the customer cancels within 7 days but more than 48 hours before the scheduled service, a cancellation fee may be charged, which may include loss of deposit.
If the customer cancels within 48 hours of the scheduled service, we reserve the right to charge up to the full agreed price, especially where we have turned away other work or incurred costs that cannot reasonably be recovered.
If the customer wishes to change the date, time, or scope of the booking, we will make reasonable efforts to accommodate such changes, but this cannot be guaranteed. New charges may apply, and any revised booking will be subject to availability.
We reserve the right to cancel or reschedule a booking in exceptional circumstances, including adverse weather, vehicle breakdown, staff illness, safety concerns, or events beyond our reasonable control. In such cases, we will notify the customer as soon as reasonably practicable and offer an alternative date or refund any amounts paid for services not delivered. We shall not be liable for any consequential loss arising from such cancellations.
Customer Property, Packing and Excluded Items
Unless explicitly agreed, we do not pack items into boxes or containers. Where packing services are agreed, we will take reasonable care in packing, but the customer remains responsible for identifying fragile, high-value, or special items that require particular attention.
The customer must remove from the goods any items that are hazardous, illegal, perishable, or otherwise unsuitable for transport, including explosives, flammable materials, chemicals, gases, live animals, plants, cash, jewellery, important documents, and other valuables. We may refuse to transport such items and accept no liability for any loss arising from the customer’s failure to remove them.
We do not accept responsibility for the security or condition of goods that the customer or third parties load into or unload from the vehicle without our supervision or assistance, unless previously agreed in writing.
Liability and Limitations
We will exercise reasonable care and skill in carrying out the services. Our liability for loss of or damage to goods, property, or premises is limited as set out in this section.
We shall not be liable for loss or damage arising from circumstances beyond our reasonable control, including but not limited to weather conditions, traffic delays, road closures, acts of third parties, or inherent defects in the goods being moved.
We are not liable for wear and tear, minor scuffs, or superficial marks that may occur in the normal course of moving large items, especially where access is restricted or items are oversized relative to the property layout.
We are not liable for any loss or damage where the customer has packed goods inadequately, used unsuitable packing materials, or failed to protect fragile items. Similarly, we are not responsible for items that were already damaged, defective, or previously repaired.
Any claim for loss or damage must be notified to us as soon as reasonably practicable and in any event within 48 hours of completion of the service. The customer must provide reasonable evidence of the loss or damage, including photographs and proof of value where applicable.
Our total liability for any claim arising out of a single contract, whether for negligence, breach of contract, or otherwise, shall not exceed a reasonable amount having regard to the value of the goods being moved and the fee paid for the service, subject always to any applicable statutory rights.
We shall not be liable for indirect, consequential, or economic losses, including loss of profit, loss of use, or loss of opportunity, arising out of or in connection with the services.
Insurance and Customer Cover
We may have insurance cover in place for certain aspects of our operations. This is not a substitute for the customer’s own household or business insurance, and we recommend that customers ensure they have appropriate cover in the event of loss, damage, or delay.
Any insurance available through us will be subject to the terms, conditions, exclusions, and limitations of the relevant policy. Details may be provided on request. Our liability shall not exceed the limits of such cover, where applicable.
Delays and Access Issues
We will use reasonable efforts to arrive at the agreed time, but times are estimates only and may be affected by traffic, weather, previous jobs, or other unforeseen issues. We are not responsible for losses arising from delay, unless specifically agreed in writing.
If we are delayed in starting or completing the work due to issues with access, packing not being complete, or the actions of the customer or third parties, additional charges may apply for waiting time or extended service duration.
If, in our reasonable opinion, it is unsafe or likely to cause significant damage to property or goods to proceed with moving a particular item, we may refuse to move that item or may move it only on the basis that we accept no liability for resulting damage.
Waste and Environmental Regulations
We comply with applicable waste and environmental regulations when handling and transporting items that are classed as waste. We are not a general waste disposal service and will not collect or remove mixed household rubbish, building rubble, or other controlled waste unless specifically agreed and compliant with relevant regulations.
The customer must not require us to dispose of goods unlawfully or in a manner that breaches environmental law. Any items to be disposed of must be disclosed in advance so that we can confirm whether disposal is permitted and on what terms.
Where we agree to remove unwanted items, they may be disposed of, recycled, or donated at our discretion, in accordance with applicable regulations. Additional charges may apply for waste transfer, disposal fees, or specialist handling, which will be notified in advance where reasonably practicable.
If the customer presents items that are hazardous, contaminated, or not suitable for normal transport or disposal, we may refuse to handle them and may charge for any costs incurred in dealing with such items safely.
Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our service, you should raise the issue with us as soon as possible so that we have an opportunity to investigate and address your concerns. We will seek to resolve complaints promptly and fairly.
If a dispute arises that cannot be resolved informally, both parties agree to consider using a suitable form of alternative dispute resolution before commencing court proceedings, where this is appropriate and available.
Governing Law and Jurisdiction
These Terms and Conditions, and any contract between Man with Van West Heath and the customer, are governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with these Terms and Conditions or the services provided, save that we retain the right to bring proceedings in any other court of competent jurisdiction where necessary to protect our rights or enforce judgments.
General Provisions
If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Any waiver of a breach of these terms must be in writing and shall not be taken as a waiver of any subsequent breach.
We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract, unless changes are required by law or with your express agreement.
These Terms and Conditions constitute the entire agreement between the customer and Man with Van West Heath in relation to the services, and supersede any prior understandings, representations, or agreements, whether written or oral, concerning the subject matter.
