Terms and Conditions
Service Terms and Conditions for Man with Van Surrey Quays
These Terms and Conditions set out the basis on which Man with Van Surrey Quays provides removal, transport and related services to private and business customers. By booking or using our services, you agree to be bound by these Terms and Conditions. You should read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Customer means the person, firm or organisation making the booking or on whose behalf the booking is made.
Services means any man and van, removal, collection, delivery, transport, loading, unloading, packing, or associated service provided by us.
Goods means the items and belongings that you ask us to move, transport, store or handle.
Contract means the agreement between you and us for the provision of the Services, incorporating these Terms and Conditions and any written quotation or confirmation provided by us.
Vehicle means any van or other vehicle used to carry out the Services.
2. Scope of Services
We provide man and van, household and office moves, small removals, collections and deliveries, and related services. The specific Services to be provided will be as described in our quotation or booking confirmation.
We operate primarily in Surrey Quays and surrounding areas, as well as other locations within the United Kingdom as agreed at the time of booking. Any services outside our usual operating area will be subject to our confirmation and may involve additional charges.
We reserve the right to refuse to move, handle or transport any item which we reasonably consider to be unsafe, illegal, or unsuitable for carriage in our Vehicle, including but not limited to hazardous materials, perishable goods, or items of excessive value or fragility without prior agreement.
3. Booking Process
All bookings for our Services must be made directly with us and confirmed by us. A booking is only accepted when we provide written or verbal confirmation, which may include details of the date, time, service description, estimated duration and price.
When making a booking, you agree to provide full and accurate information, including:
the addresses for collection and delivery, including any access restrictions, parking limitations or time restrictions;
a description of the Goods, including approximate quantity, sizes, special handling requirements and whether any items are particularly heavy or awkward to move;
details of any stairs, lifts, long carries, or unusual access issues at either collection or delivery locations;
any other relevant information that may affect the performance of the Services.
Our quotation and scheduling of the job are based on the information you provide. If the information is incomplete or inaccurate, we may adjust the price or, in some cases, be unable to complete the work as originally arranged.
4. Quotations and Pricing
Quotations may be provided on an hourly rate basis, a fixed price, or a combination of both. The method of charging will be stated in our quotation or booking confirmation.
Unless otherwise stated, our quotations are based on:
normal access conditions at both collection and delivery points;
reasonable loading and unloading times;
the information you supplied at the time of booking.
We reserve the right to amend the quotation or charge additional fees if:
the job takes longer than anticipated due to circumstances outside our control or not disclosed at the time of booking;
there are delays caused by you or by third parties, including waiting for keys, paperwork or access;
there is a need for additional staff, equipment or trips due to the volume or nature of the Goods;
parking charges, congestion charges, tolls or low emission charges are incurred during the job.
All prices are quoted in pounds sterling and, unless otherwise stated, are exclusive of any applicable taxes or surcharges.
5. Payments
Payment terms will be confirmed at the time of booking. We may require a deposit to secure your booking, with the balance payable on completion of the Services or in advance, depending on the nature and size of the job.
We may accept payment by cash, bank transfer or other methods as notified to you. You are responsible for ensuring that payment is made in full and on time.
For hourly rate bookings, charges will commence from the agreed start time or arrival at the collection address, whichever is earlier, and will continue until completion of the job or the agreed finish time, including any reasonable travel time as confirmed in advance.
If payment is not made when due, we reserve the right to:
withhold delivery of Goods until payment is received;
charge interest on any overdue amounts at the statutory rate;
take reasonable steps to recover outstanding sums, including the use of debt collection agencies, and to recover associated costs from you.
6. Cancellations and Changes
You may cancel or amend your booking by giving us notice. Any cancellation or change must be communicated directly to us as soon as possible.
If you cancel a booking with more than 48 hours notice before the scheduled start time, any deposit paid may be refundable or transferable at our discretion.
If you cancel with less than 48 hours notice, we reserve the right to retain part or all of any deposit or to charge a cancellation fee to cover our reasonable costs, including lost booking time.
If you cancel on the day of the booking or fail to be present at the agreed time and location without prior notice, we may charge up to the full quoted amount.
Requests to change the date, time or scope of the Services are subject to availability and our agreement. Changes may result in an adjustment to the price.
We may cancel or postpone a booking if circumstances beyond our reasonable control make it unsafe or impracticable to carry out the Services, including severe weather, accidents, road closures or Vehicle breakdown. In such cases, we will seek to rearrange the booking at a mutually convenient time, but we will not be liable for any indirect losses arising from such cancellation or postponement.
7. Customer Responsibilities
You are responsible for:
ensuring that you or an authorised representative is present at collection and delivery addresses to direct our team and sign any relevant paperwork;
packing and securing your Goods suitably for transport, unless you have specifically requested and we have agreed to provide packing services;
disconnecting and preparing appliances, dismantling furniture where necessary, and securing loose parts, unless agreed otherwise in writing;
ensuring that Goods are ready to be moved at the agreed start time;
providing safe and suitable access for our Vehicle and staff at all locations;
arranging and paying for any necessary permits or authorisations for parking, loading or unloading.
If our staff consider that access is unsafe or that moving an item could cause damage to the property, the Goods, or pose a health and safety risk, they may refuse to move that item or may require you to sign a waiver of liability before proceeding.
8. Parking and Access
You must ensure that adequate parking is available for our Vehicle close to the entrance of the premises at both collection and delivery addresses. If parking restrictions apply, you must obtain any necessary permits or authorisations in advance.
Any parking fines or penalties incurred as a result of inadequate or incorrect parking arrangements that are not due to our error may be charged to you.
You should inform us in advance of any access limitations, including narrow streets, low bridges, height restrictions, security gates, or internal access issues such as tight staircases, low ceilings or narrow doorways. We are not responsible for delays or additional work caused by access difficulties that were not disclosed at the time of booking.
9. 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 set out in this section.
We will not be liable for:
loss or damage arising from your failure to adequately pack or protect Goods, unless we have agreed to provide packing services;
damage to items that are inherently weak, fragile or not suitable for transport, such as items with existing defects, poorly constructed furniture, or items assembled from flat pack materials, unless we have been notified in advance and agreed specific handling arrangements;
loss of or damage to cash, jewellery, watches, precious metals, securities, important documents, or items of high sentimental or special value, unless we have agreed in writing to handle such items and you have provided a written valuation;
loss or damage caused by fair wear and tear, gradual deterioration, or atmospheric conditions;
loss or damage caused by circumstances beyond our reasonable control, including acts of nature, adverse weather, traffic incidents, or actions of third parties.
Our total liability for loss of or damage to Goods arising from our negligence or breach of contract shall, in any event, be limited to the reasonable repair or replacement cost of the affected item or items, up to a maximum overall cap that is proportionate to the value of the Services provided.
You must notify us in writing of any visible loss or damage as soon as reasonably practicable and, in any event, no later than 48 hours after completion of the Services. For non-visible loss or damage, you must notify us within seven days of becoming aware of the issue. Failure to notify us within these time limits may affect our ability to investigate and may limit any compensation.
10. Limits on Our Responsibility
We are not liable for any indirect or consequential loss, such as loss of profit, loss of revenue, loss of opportunity, or any costs resulting from delay, including missed appointments, key handovers or other third-party charges.
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.
11. Waste Regulations and Prohibited Items
We operate in accordance with relevant UK waste regulations. We are not a general waste disposal service and will not remove household rubbish, construction waste, hazardous materials or other controlled waste unless expressly agreed and undertaken in compliance with applicable legislation.
You must not present for removal any items that are prohibited or controlled, including but not limited to:
flammable, explosive or corrosive substances;
gas cylinders or fuel containers, unless empty and fully purged;
asbestos or materials containing asbestos;
clinical, medical or biological waste;
illegal goods or items obtained unlawfully.
If we discover that such items have been included without our knowledge, we may remove them from our Vehicle or refuse to proceed with the job, and you may be responsible for any associated costs, fines or penalties.
Where we agree to remove unwanted items for disposal, you confirm that you have the right to dispose of them and that they do not fall into any prohibited category. Disposal may incur additional charges which will be confirmed to you in advance where reasonably practicable.
12. Delays and Waiting Time
We will use reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by traffic, weather or other conditions outside our control. We are not liable for delays due to such circumstances.
If we are delayed in arriving, we will seek to inform you as soon as reasonably possible and will still complete the job where practicable. If delay makes it impossible to complete the job on the scheduled date, we may rearrange with you for another time.
Where there are delays caused by you or by circumstances at the property, including waiting for keys, gaining access or completion of your packing, we may charge for additional waiting time in accordance with our current hourly rates.
13. Complaints and Disputes
If you are dissatisfied with any aspect of our Services, you should raise the issue with the team on the day where possible so that we may seek an immediate resolution.
If the matter is not resolved at the time, you should submit a written complaint as soon as reasonably practicable, providing full details and any supporting evidence. We will investigate your complaint and respond within a reasonable timeframe.
We aim to resolve disputes amicably. If a dispute cannot be resolved directly between us, both parties agree to consider appropriate alternative dispute resolution options before commencing formal legal proceedings, where this is reasonable.
14. Data Protection and Privacy
We will collect and process your personal information only for the purposes of managing bookings, providing the Services, handling payments, and dealing with enquiries or complaints. We will handle your personal data in accordance with applicable UK data protection laws.
We will not sell your personal information to third parties. We may share necessary details with our staff, subcontractors or service providers involved in delivering the Services, strictly for operational purposes.
15. Subcontracting
We may use carefully selected subcontractors or additional vehicles to carry out part or all of the Services. Where we do so, we will remain responsible for the overall performance of the Services under the Contract, subject to these Terms and Conditions.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any Contract between you and us, are governed by and interpreted in accordance with the laws of England and Wales.
Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17. General Provisions
If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.
No variation of these Terms and Conditions will be binding unless agreed in writing by us. Our failure or delay in enforcing any right or provision under these Terms and Conditions does not constitute a waiver of that right or provision.
These Terms and Conditions, together with any quotation or confirmation provided by us, constitute the entire agreement between you and us in relation to the Services and supersede any previous understandings or representations.
By making a booking or using our Services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
