Man and a Van Roehampton Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Roehampton provides removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

Definitions

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

Customer means the person, firm or company booking the services.

We, us, our means Man and a Van Roehampton, the provider of removal and associated services.

Services means any removal, collection, delivery, packing, loading, unloading, transportation, or related services that we agree to perform.

Goods means the items, furniture, personal belongings, equipment, or materials that are the subject of the services.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.

Scope of Services

We provide man and van style removal, transport and related services suitable for residential and business customers. Our services generally include the provision of a vehicle and one or more operatives to load, transport and unload goods.

The precise scope of services, including number of operatives, vehicle size, location details, dates and times, and any additional services such as packing or dismantling, will be agreed at the time of booking and confirmed in your booking confirmation.

We reserve the right to refuse services where the work requested is unsafe, unlawful, beyond the capacity of the vehicle or staff provided, or outside our normal operational capabilities.

Booking Process

All services must be booked in advance. You will be asked to provide accurate information about the collection and delivery addresses, access conditions, parking arrangements, the nature and approximate quantity of goods, and any special handling requirements.

Based on the information provided, we will offer an estimate or quotation and provisional time slot. Your booking is only confirmed once you have accepted our quotation or rate, agreed to these Terms and Conditions, and we have issued a confirmation of booking.

It is your responsibility to ensure that all information supplied to us at the time of booking is complete and accurate. If the information provided is incorrect or incomplete, we may adjust the price, alter the services, or in some cases cancel the booking or suspend services. Additional charges may apply where there are discrepancies between the booking information and the actual work required.

We may request a deposit or full payment in advance in order to confirm your booking. If any required deposit or prepayment is not received by the specified time, we reserve the right to cancel or release your booking slot.

Access, Parking and Restrictions

You are responsible for ensuring that suitable parking and access are available at both collection and delivery locations. This includes obtaining any necessary permits or authorisations and ensuring that our vehicle can park safely and legally as close as reasonably possible to the property.

Any parking charges, fines, penalties or similar costs incurred as a direct result of the services being carried out will be chargeable to you, except where caused by our negligence. Where suitable parking is not available, we may either cancel the service, rearrange it, or proceed with additional time and labour, which may result in extra charges.

You must inform us in advance of any access restrictions, such as narrow roads, height limits, stairs only access, internal or external steps, or communal areas with restricted use. Failure to do so may result in additional charges, delays or the need to reschedule your booking.

Customer Responsibilities

You must ensure that the goods are properly packed, protected and ready for transport, unless packing services have been explicitly agreed as part of the booking. Fragile items should be clearly labelled and suitably wrapped.

You are responsible for ensuring that any items requiring dismantling are dismantled before our arrival, unless dismantling has been specifically agreed as an additional service. Likewise, reassembly is only included where expressly agreed.

It is your responsibility to ensure that the goods to be moved do not include any prohibited items such as illegal goods, dangerous chemicals, flammable substances, explosives, weapons, perishable or contaminated materials, live animals or plants, or any items whose possession or transport is unlawful.

You must be present, or ensure that a responsible representative is present, at the collection and delivery locations for the duration of the service to provide access, directions and instructions. Where no one is available, we may cancel, wait or rearrange at our discretion, and waiting time or additional call-out charges may apply.

Payments and Charges

Our charges may be based on an hourly rate, a fixed price quotation, or another agreed pricing structure. The basis for charging will be confirmed at the time of booking. Rates may vary depending on the size of the vehicle, number of operatives, distance, timing, and complexity of the work.

Unless otherwise agreed in writing, payment is due either in advance or immediately upon completion of the services on the day of the move. We reserve the right to require full or partial payment before commencing the services.

If payment is not made when due, we may charge interest on the overdue amount at the statutory rate applicable in England and Wales, calculated daily until payment is received in full. We may also suspend further services and, where applicable, exercise a lien over goods in our possession until outstanding sums are paid.

Any additional services requested on the day, including extra stops, extra labour, changes to the destination, waiting time or delays not caused by us, will be chargeable at our standard rates or at rates advised by us at the time.

Cancellations and Amendments

You may cancel or amend your booking by giving us notice as early as possible. The following cancellation terms will generally apply unless otherwise stated in your booking confirmation:

If you cancel more than 7 days before the scheduled service date, any deposit paid may be refunded at our discretion, subject to a reasonable administrative charge.

If you cancel between 7 days and 48 hours before the scheduled service time, we may retain part or all of your deposit or charge a cancellation fee up to a reasonable proportion of the estimated cost.

If you cancel less than 48 hours before the scheduled service time, or fail to be available when we arrive, we reserve the right to charge up to 100 percent of the estimated cost or minimum booking charge.

Where you wish to change the date, time, or other key aspects of the booking, we will use reasonable efforts to accommodate your request, but this cannot be guaranteed. Changes may involve additional costs or a revised quotation.

We reserve the right to cancel or reschedule services due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, traffic conditions, or safety concerns at the property. In such cases, our liability will be limited to refunding any prepayments for services not performed or rearranging the booking at a mutually convenient time.

Delays and Waiting Time

While we make every effort to arrive at the agreed time, all arrival and completion times are estimates and not guaranteed. We will not be liable for loss or damage arising from delays or failure to complete services within an estimated time, provided we have acted with reasonable care.

If we are delayed due to circumstances within your control, including but not limited to lack of access, incomplete packing, waiting for key release, or lack of authorised person on site, waiting time and additional labour may be charged at our prevailing rates.

Liability for Loss or Damage

We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is subject to the limitations and exclusions set out in these Terms and Conditions.

We will not be liable for loss or damage arising from inherent defects, pre-existing damage, wear and tear, poor packing provided by you, or the inadequacy of any packaging or protection that you supplied or requested. We may refuse to transport items that are inadequately packed or present a risk.

Our liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable amount having regard to the value of the goods and the price paid for the services. Where possible, we may at our discretion choose to repair damaged items or provide a reasonable contribution towards repair costs rather than replace items.

We will not be liable for indirect or consequential loss, including loss of profit, loss of income, loss of use, or emotional distress. We also do not accept liability for damage to premises or property other than where caused by our proven negligence. It is your responsibility to protect floors, walls, and fixtures where special care is required, and to inform us of any areas of particular concern.

We accept no liability for items of special value such as jewellery, money, important documents, or collections, and such items should not be packed or transported with your general goods. You should keep these items with you during the move.

Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of completion of the services. You must allow us reasonable opportunity to inspect any alleged damage before repairs or disposal.

Insurance

We recommend that you hold adequate insurance cover for your goods during removal and transit. Any insurance cover provided or arranged by you should be checked to confirm that it is valid for the services and locations involved. Our charges do not automatically include full value insurance for your goods unless explicitly stated.

Waste and Environmental Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will only remove waste or unwanted items by prior agreement and in compliance with relevant legislation.

We will not remove hazardous, clinical, chemical or otherwise regulated waste, including but not limited to paint, solvents, gas cylinders, oils, asbestos, batteries or electrical waste requiring specialist processing. You are responsible for the lawful disposal of such materials.

Where we agree to remove unwanted items, they may be taken for reuse, recycling or disposal at an appropriate facility. Additional charges may apply for disposal services, and these will be notified to you in advance where reasonably possible.

You must not request or permit our staff to dispose of waste unlawfully, including fly-tipping or leaving items in unauthorised locations. We reserve the right to refuse any request that would breach waste regulations or our environmental policies.

Health and Safety

Our staff must be able to work in a safe environment. We may refuse to handle items or work in areas that present a health or safety risk, including unsafe structures, excessive clutter, vermin, hazardous materials, or aggressive behaviour from occupants or third parties.

You must inform us in advance of any known health and safety risks at the property, such as structural defects, loose flooring, or other hazards that could affect the safe performance of the services.

Force Majeure

We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control. This may include extreme weather, natural disasters, accidents, road closures, industrial disputes, public health emergencies, or other unforeseen events.

Complaints and Disputes

If you have any concerns or complaints about our services, you should raise them with us as soon as possible so that we can try to resolve the matter. We will use reasonable efforts to respond to and address complaints promptly and fairly.

Where a dispute arises that cannot be resolved directly, you and we may consider using an appropriate alternative dispute resolution process. This does not affect your statutory rights.

Data Protection

We will collect and process personal information such as your name, address and contact details for the purposes of arranging and providing our services, managing our relationship with you, and complying with legal obligations.

Your personal data will be handled in accordance with applicable UK data protection legislation. We will not sell your personal data to third parties. We may share your data with trusted service providers where necessary to deliver our services, such as additional labour or subcontracted vehicles, subject to appropriate safeguards.

Variation of Terms

We may update or revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us. Any significant changes will be made available on request.

Governing Law and Jurisdiction

These Terms and Conditions, and any contract between you and us, are governed by and shall be construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the services or these Terms and Conditions, including any non-contractual disputes or claims.

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

By proceeding with your booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions for the provision of removal and related services by Man and a Van Roehampton.