Man with Van Roehampton Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Roehampton provides removal and related 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 any booking.

1. Definitions

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

1.1 "Company" means Man with Van Roehampton, providing man and van, removals, delivery, and associated services.

1.2 "Customer" means the individual, business, or organisation requesting or using the services of the Company.

1.3 "Services" means any removal, man and van, collection, delivery, loading, unloading, packing, or related services performed by the Company.

1.4 "Goods" means all items, effects, furniture, boxes, and personal or business property in respect of which the Company is instructed to provide the Services.

1.5 "Service Area" means the local and regional areas in which the Company operates and provides collection or delivery, including surrounding districts and wider transport routes.

1.6 "Contract" means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial moves, collections, deliveries, and transportation of Goods within its Service Area and to other agreed locations.

2.2 The Company may provide additional services such as packing, unpacking, dismantling, and reassembly of furniture if agreed in advance.

2.3 Any description of services in promotional material is for general guidance only. The specific services to be provided will be set out in the booking confirmation or agreed in writing between the Company and the Customer.

3. Booking Process

3.1 A booking may be requested by the Customer through the Company’s booking process as communicated from time to time, which may include online forms or written confirmation.

3.2 When requesting a quote, the Customer must provide accurate and complete information, including but not limited to:

(a) Collection and delivery addresses;
(b) Details of property access, such as floor level, lifts, parking restrictions, and distance to the vehicle;
(c) An accurate inventory of Goods, including any heavy, bulky, fragile, or high-value items;
(d) Preferred dates and times for the move; and
(e) Any special handling or timing requirements.

3.3 A booking is not confirmed until the Company has issued a confirmation and, where required, the Customer has paid any deposit specified by the Company.

3.4 The Company reserves the right to refuse or cancel a booking where the Customer has provided incomplete or misleading information, or where the Company considers that it cannot safely or lawfully perform the Services.

3.5 Any changes to the booking, including date, time, addresses, or scope of work, must be agreed by the Company in advance and may result in a revised quotation or additional charges.

4. Pricing and Payments

4.1 The Company may charge for Services on an hourly rate, fixed price, or a combination of both, as confirmed at the time of booking.

4.2 The quotation is based on the information provided by the Customer. If the actual work differs from that information, the Company may adjust the price accordingly.

4.3 The price may be subject to additional charges, including but not limited to:

(a) Waiting time caused by delays not attributable to the Company;
(b) Additional labour or vehicle requirements;
(c) Extra journeys arising from inaccurate information or insufficient space in the vehicle caused by underestimation of Goods;
(d) Parking charges, tolls, congestion charges, or other access-related fees incurred in the course of providing the Services; and
(e) Work carried out outside standard operating hours where this was not agreed at the time of booking.

4.4 The Company will inform the Customer of any such additional charges as soon as reasonably practicable.

4.5 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. For certain bookings, payment in advance or a deposit may be required.

4.6 The Customer must ensure that full payment is made using one of the payment methods accepted by the Company. The Company may refuse to unload Goods or withhold delivery until payment is received in cleared funds.

4.7 If the Customer fails to pay any sum due, the Company reserves the right to charge interest and reasonable administration costs associated with recovering the outstanding amount.

5. Cancellations and Amendments

5.1 The Customer may cancel or amend a booking by giving notice to the Company as early as possible.

5.2 If a booking is cancelled or significantly amended by the Customer, the Company may apply the following charges:

(a) Cancellation with more than 48 hours’ notice prior to the agreed start time: no cancellation fee, although any non-refundable third-party costs may be charged;
(b) Cancellation with between 24 and 48 hours’ notice: up to 50 percent of the quoted price;
(c) Cancellation with less than 24 hours’ notice or on arrival of the vehicle at the collection address: up to 100 percent of the quoted price.

5.3 If the Customer is not present or not ready at the agreed start time and location, the Company may treat this as a late cancellation and charge accordingly.

5.4 If the Company needs to cancel or re-schedule the Services due to circumstances beyond its reasonable control, it will notify the Customer as soon as possible and offer an alternative date or time. The Company will not be liable for any indirect or consequential loss arising from such cancellation or delay.

6. Customer Responsibilities

6.1 The Customer is responsible for:

(a) Ensuring that Goods are properly packed, secured, and labelled, unless packing services are expressly provided by the Company;
(b) Obtaining all necessary permissions for access, parking, and entry to premises at collection and delivery addresses;
(c) Ensuring that Goods are ready for loading at the agreed start time;
(d) Ensuring that no prohibited, dangerous, or unlawful items are included in the Goods; and
(e) Supervising the loading and unloading where appropriate and checking that all Goods are accounted for.

6.2 The Customer must not request the Company or its staff to undertake any illegal or unsafe activities, including moving items that breach health and safety rules or local regulations.

6.3 The Customer is responsible for any loss, damage, or delay arising from a breach of these responsibilities.

7. Excluded and Restricted Items

7.1 Unless explicitly agreed in writing, the Company will not carry:

(a) Hazardous, flammable, explosive, or corrosive substances;
(b) Illegal items or substances;
(c) Perishable goods or items requiring controlled temperatures;
(d) Livestock, pets, or other animals;
(e) Cash, jewellery, precious metals, valuable documents, or collections of exceptional value.

7.2 If the Company discovers such items among the Goods, it may refuse to transport them and may, at its discretion, terminate the Contract without liability.

8. Access, Parking, and Delays

8.1 The Customer must ensure that suitable parking is available for the Company’s vehicle at both collection and delivery addresses and must cover any associated costs.

8.2 If access is restricted, involves long carrying distances, stairs, or other obstacles not previously disclosed, the Company may levy additional charges and may need extra time or resources to complete the job.

8.3 The Company is not liable for delays caused by traffic conditions, road closures, weather, or other circumstances beyond its reasonable control.

9. Liability and Limits of Responsibility

9.1 The Company will take reasonable care in handling, loading, transporting, and unloading Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this clause.

9.2 The Company will not be liable for:

(a) Pre-existing damage or wear and tear to Goods or property;
(b) Damage arising from inherent defects or poor condition of Goods;
(c) Loss or damage resulting from inadequate or improper packing by the Customer or a third party;
(d) Damage to items assembled by the Customer that are not designed to be moved once assembled, such as certain flat-pack furniture;
(e) Loss of data or software from computers or electronic devices;
(f) Indirect, consequential, or economic loss, including loss of profit, loss of enjoyment, or loss of opportunity.

9.3 Any claim for loss or damage must be notified to the Company in writing as soon as possible and, in any event, within 7 days of completion of the Services. The Customer must provide reasonable evidence of the loss or damage, such as photographs and proof of value.

9.4 The Company’s total liability for any claim arising out of a single booking will not exceed the total price paid or payable for that booking, unless a higher limit has been expressly agreed in writing.

9.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability which cannot be excluded or limited by law.

10. Insurance

10.1 The Company will maintain appropriate insurance for its operations in accordance with applicable regulations.

10.2 The Customer is responsible for arranging any additional insurance cover for high-value items or where a higher level of protection is required than that provided under the Company’s standard liability limits.

11. Waste, Disposal, and Environmental Regulations

11.1 The Company is not a licensed waste carrier unless expressly stated, and will not remove or dispose of waste, rubbish, or unwanted items except by prior agreement and in accordance with applicable waste and environmental regulations.

11.2 Where disposal or recycling services are agreed, the Customer confirms that they have the right to dispose of the items and that the items do not include hazardous or regulated waste.

11.3 The Company will only transport waste or items for disposal to authorised facilities, and any associated charges will be passed on to the Customer.

11.4 The Customer agrees not to request the Company to fly-tip, abandon, or unlawfully dispose of any items. If the Customer breaches this clause, they will be responsible for all resulting fines, penalties, and costs.

12. Time Estimates and Delays

12.1 Any time estimates provided by the Company are given in good faith but are not guaranteed. The duration of a move can be affected by factors outside the Company’s control.

12.2 The Company will use reasonable endeavours to meet agreed arrival and completion times but will not be liable for delays caused by traffic, access issues, weather, or other unforeseen circumstances.

12.3 If a delay materially affects the Services and requires additional time or an additional visit, the Company may charge for the extra time or resources required.

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 addressed promptly.

13.2 Complaints relating to loss, damage, or service quality should be made in writing, providing full details, within 7 days of completion of the Services.

13.3 The Company will investigate complaints in a fair and timely manner and may request additional information or evidence from the Customer.

14. Data Protection and Privacy

14.1 The Company will only use the Customer’s personal information for the purposes of providing the Services, handling payments, managing bookings, and complying with legal obligations.

14.2 The Company will take reasonable steps to protect personal data against loss, misuse, or unauthorised access, in accordance with applicable data protection laws.

15. Subcontracting

15.1 The Company may use trusted subcontractors to perform all or part of the Services. In such cases, the Company will remain responsible for the proper performance of the Contract.

15.2 The Customer authorises the Company to share necessary information with subcontractors for the purpose of providing the Services.

16. Force Majeure

16.1 The Company will not be in breach of the Contract or otherwise liable for any delay in performing, or failure to perform, its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, or public emergencies.

16.2 Where a force majeure event causes significant delay or disruption, the Company may suspend or terminate the Services without liability, but will endeavour to re-arrange the booking where possible.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Contract between the Customer and the Company are governed by and interpreted in accordance with the laws of England and Wales.

17.2 The courts of England and Wales will have exclusive jurisdiction to decide any disputes or claims arising out of or in connection with these Terms and Conditions or the Services provided by the Company.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.

18.3 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

18.4 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the booking will apply to that Contract.

By placing a booking with Man with Van Roehampton or using our Services, you confirm that you have read, understood, and agreed to these Terms and Conditions.