Terms and Conditions for Man With Van Elmersend

These Terms and Conditions set out the basis on which Man With Van Elmersend provides moving, delivery, loading, unloading, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing us to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for a man and van service, a house move, office relocation, furniture transport, or any other service we agree to provide.

In these terms, “we”, “us”, and “our” refer to Man With Van Elmersend. “You” and “your” refer to the customer, client, or person placing the booking. These terms apply to all bookings unless we agree otherwise in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

The services provided may include, but are not limited to, item collection, delivery, domestic removals, single-item transport, loading and unloading assistance, and short-distance or long-distance transport. Unless expressly stated in writing, we do not provide specialist removal, packing, storage, disposal, or hazardous waste services as part of the standard van hire with driver arrangement.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking may be made by telephone, email, online form, messaging platform, or any other method we make available. A booking is not confirmed until we have provided confirmation and, where required, received any deposit or prepayment requested. We reserve the right to refuse a booking at our discretion, including where the job appears unsafe, unsuitable, unlawful, or outside the scope of our service.

When requesting a quotation or booking, you must provide accurate and complete information. This includes collection and delivery addresses, access details, number and type of items, floor levels, lift availability, parking restrictions, loading requirements, dates, times, and any special handling needs. If the information you provide is incomplete or inaccurate, the quotation may change and additional charges may apply. The customer is responsible for ensuring that all details given at the time of booking are correct.

Quotations are usually based on the information supplied by you and may be time-based, fixed-price, or distance-based. A quotation may include labour, vehicle use, fuel, and standard equipment unless stated otherwise. Any additional work, waiting time, extra stops, difficult access, or changes to the agreed service may result in revised charges. We may update a quotation if the scope of work changes before or during the service. If we cannot safely complete the job as originally described, we may cancel or modify the booking.

2. Payments and Charges

Payment terms will be confirmed at the time of booking or in the quotation. Unless otherwise agreed, payment is due immediately upon completion of the service. We may request a deposit or full prepayment to secure a booking, particularly for larger jobs, weekend work, urgent services, or long-distance transport. Accepted payment methods may include bank transfer, card payment, cash, or another method agreed in advance. We are under no obligation to begin work until payment arrangements are satisfied.

Where the booking is time-based, charges may be calculated from the agreed start time until the job is completed, including any waiting time caused by access issues, customer delay, or incomplete preparation. Additional services, such as extra loading, additional stops, dismantling, reassembly, stair carries, or extended labour, may be charged separately. If the customer asks us to carry out work not included in the original agreement, we may request immediate approval of the extra cost before continuing.

If payment is not received when due, we reserve the right to charge interest and recover reasonable costs incurred in collecting the debt, to the extent permitted by law. We may also suspend future services until overdue sums are paid. Any bank charges, failed transfer fees, chargeback costs, or card processing reversals caused by the customer may be added to the outstanding amount. Title to any goods sold or supplied by us remains with us until full payment is received, where applicable.

3. Cancellations, Rescheduling, and Delays

You may request to cancel or reschedule a booking, but any such request must be made as early as possible. Cancellation terms may vary depending on the size of the job, the amount of notice given, and whether a deposit has been paid. If you cancel with short notice, we may retain all or part of the deposit or charge a cancellation fee to cover loss of time, vehicle allocation, and administration. The exact charge will be reasonable and proportionate to the loss we incur.

If you wish to change the date, time, collection point, delivery point, or service requirements, we will do our best to accommodate the request, but changes are subject to availability and may affect the price. If you are not ready at the agreed time, if access is blocked, or if the move cannot proceed due to your failure to prepare the goods or location, we may treat this as a late cancellation or wasted journey and charge accordingly. Repeated postponements may require a new booking.

We may cancel or postpone a booking if there are circumstances beyond our control, including traffic disruption, severe weather, vehicle breakdown, illness, accident, unsafe access, or other operational difficulties. In such cases, we will aim to notify you promptly and arrange an alternative time where reasonably possible. We will not be liable for delay or cancellation caused by events outside our reasonable control, provided we take reasonable steps to minimise disruption. If we must cancel before starting the service, any prepayment for the cancelled portion will be refunded unless we are entitled to retain it under these terms.

4. Customer Responsibilities

You are responsible for ensuring that the items to be moved are suitable for transport and that all information supplied to us is accurate. You must ensure that goods are properly packed, secured, and labelled where necessary unless we have agreed in writing to provide packing assistance. Fragile, valuable, or easily damaged items should be disclosed in advance. Man with van services are often used for quick relocations and deliveries, but the customer still has a duty to prepare properly.

You must make sure that access routes, parking arrangements, permits, building restrictions, and loading conditions are suitable for the service. Any keys, codes, entry instructions, or contact arrangements needed to complete the job must be provided in advance. If we are unable to access the property or complete the service because of missing information or lack of cooperation, you may be charged for the time spent and any associated costs. You must also ensure that there are no hidden hazards at the collection or delivery point.

It is your responsibility to tell us whether any item is unusually heavy, oversized, awkward, or requires specialist handling. Where lifting may pose a risk, we may refuse to move an item unless adequate help, equipment, or access is available. We may also decline to carry items that are likely to cause damage to property, the vehicle, or other goods. You should remove personal data from devices being transported and secure any confidential materials appropriately.

5. Liability and Damage

We will take reasonable care when handling your goods and property, but our liability is limited in accordance with these terms and applicable law. We are not responsible for pre-existing damage, normal wear and tear, items that were inadequately packed, or losses caused by your failure to provide correct instructions. We do not accept liability for indirect or consequential loss, including loss of profit, loss of opportunity, loss of business, or emotional distress, except where such exclusion is not permitted by law.

If damage is caused by our negligence, our responsibility will, where lawful, be limited to the reasonable repair or replacement value of the affected item, taking account of age, condition, and depreciation. You must notify us of any apparent damage as soon as reasonably possible and, in any event, within a reasonable time after completion of the job. Failure to inspect goods promptly may affect the ability to investigate a claim. We may request photographs, receipts, or other evidence to assess any complaint.

We are not liable for damage resulting from items being improperly packed, stacked, or loaded by the customer, nor for damage arising from unsuitable access, instability, hidden defects, or instructions given by the customer against our advice. Where our staff assist with dismantling, reassembly, or loading of bulky items, we will do so with reasonable care, but we cannot guarantee the structural integrity of items that were not designed for repeated movement. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.

If we are asked to transport items of high value, sentimental importance, or exceptional fragility, you must inform us before the booking is confirmed. We may require additional charges, special conditions, or a written limitation of liability for such items. Unless agreed in writing, we recommend that customers arrange their own insurance for goods of significant value. Any insurance we hold is intended to cover our own legal responsibilities only and does not automatically cover all customer property.

6. Waste, Prohibited Items, and Environmental Compliance

We operate in accordance with UK waste and environmental regulations. We are not a licensed waste carrier unless stated otherwise, and we do not automatically accept responsibility for the removal, transport, or disposal of waste. If you ask us to remove unwanted items, you must tell us in advance so we can confirm whether the request is permitted. We may refuse to transport or dispose of any item that we reasonably believe may be classed as waste, controlled waste, or hazardous material.

It is your responsibility to ensure that any items presented for disposal are accurately described and lawfully handled. You must not include hazardous substances, chemicals, asbestos, gas canisters, fuels, batteries, pressurised containers, medical waste, or any other prohibited material unless we have expressly agreed and hold the appropriate authority to carry it. If you fail to disclose restricted items and we incur additional costs, penalties, or cleaning obligations, you will be responsible for those losses. Any waste transfer, recycling, or disposal must be carried out in compliance with applicable legislation.

7. Conduct, Health and Safety

We expect all customers and anyone acting on their behalf to behave respectfully and cooperate with our staff. We may suspend or end a job if we are subjected to abuse, threats, discrimination, unsafe behaviour, or unreasonable demands. Our team may refuse to carry out any instruction that would create a health and safety risk, damage property, or breach the law. In such circumstances, the customer may remain liable for the work already performed and any reasonable costs incurred.

We will take reasonable steps to protect our staff, your property, and the items being moved. However, you must keep children, pets, and bystanders away from work areas unless they are directly involved and supervised. You must also ensure that paths, staircases, lifts, and loading areas are clear enough to allow safe movement. If the site is unsafe, we may pause or stop work until the issue is resolved. Any delay caused by unsafe conditions may be charged at the applicable rate.

8. Complaints and Claims

If you have a complaint or wish to make a claim, you should notify us as soon as possible with full details of the issue. Please provide the date of service, description of the problem, photographs if available, and any relevant supporting evidence. We will review the matter fairly and aim to respond within a reasonable period. Where appropriate, we may offer repair, replacement, partial refund, or another reasonable remedy at our discretion and in line with our legal obligations.

Any claim for loss or damage must be submitted promptly so that we have the opportunity to inspect the goods, vehicle, or location involved. We reserve the right to investigate the matter, seek further information, and verify the circumstances before accepting any liability. Claims made long after the service may be difficult to assess and may not be valid if the delay has prejudiced our ability to review the facts.

Nothing in this section affects your statutory rights. If you are a consumer, your legal rights under UK consumer law remain in force. These terms are intended to clarify the service relationship and allocate risk fairly, not to remove rights that cannot legally be waived.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Where the booking is made by a consumer resident in another part of the United Kingdom, any mandatory rights under applicable local law will continue to apply. Nothing in these terms is intended to limit statutory rights that cannot be excluded by agreement.

Any dispute that cannot be resolved amicably should, where appropriate, be dealt with by the courts of England and Wales, unless mandatory law requires otherwise. If a court or competent authority decides that part of these terms is invalid, the rest will remain effective. These terms may be updated from time to time, and the version in force at the time of your booking will apply unless a change is required by law.

By booking a service with Man With Van Elmersend, you confirm that you have read, understood, and accepted these conditions. We recommend that you keep a copy of the terms for your records. If you do not agree to these terms, you should not proceed with the booking or permit the service to start.