Service Terms and Conditions for Man with Van Elmers End
These Terms and Conditions set out the basis on which Man with Van Elmers End provides removal and related services within the United Kingdom. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the following meanings:
Customer means the individual, business, or organisation booking and paying for the services.
We, us, our means Man with Van Elmers End, the provider of removal and related services.
Services means any removal, transport, loading, unloading, packing, delivery, or related services we agree to provide.
Vehicle means any van or other vehicle used by us to carry out the services.
Goods means the items, property, or belongings that are the subject of the services.
Contract means the agreement between you and us for the provision of the services, comprising these Terms and Conditions and the booking confirmation.
2. Scope of Services
We provide man and van removal services, including collection, transport, and delivery of goods, generally within our service area and across the UK where agreed in advance. We may also provide additional services such as packing, furniture disassembly and reassembly, and short-distance internal moves, subject to agreement at the time of booking.
The specific services to be provided, the date and time of the move, the collection and delivery addresses, the estimated duration, and any special requirements will be set out in your booking confirmation.
We reserve the right to decline any booking request at our sole discretion, including where the goods are unsuitable for transport, where access is unsafe, or where the requested service falls outside our normal operations.
3. Booking Process
3.1 Booking requests
You may request a booking by providing full and accurate details of the job, including but not limited to:
Collection and delivery addresses
Preferred date and time
List or description of goods to be moved
Floor levels and access information, including lifts, stairs, or restricted entry
Any items requiring special handling, such as fragile or bulky goods.
3.2 Estimates and quotes
We may provide an estimate or fixed-price quote based on the information you supply. It is your responsibility to ensure that all relevant details are given. If the information supplied is incomplete or inaccurate, we may adjust the price, refuse to carry out part of the service, or apply additional charges as reasonable to complete the work safely and lawfully.
3.3 Booking confirmation
Your booking is not confirmed until we have expressly accepted it and provided a booking confirmation, which may be done verbally or in writing, and you have accepted any applicable payment terms. Once confirmed, a binding contract will exist between you and us, subject to these Terms and Conditions.
4. Customer Responsibilities
You agree to:
Ensure that you or your authorised representative is present at the agreed collection and delivery locations for the duration of the job, unless otherwise agreed.
Provide safe, reasonable, and lawful access to the property, including arranging any parking permits or authorisations required by local regulations or property management.
Ensure that all goods are properly packed and protected, unless we have explicitly agreed to provide packing services.
Identify and notify us in advance of any particularly fragile, high-value, or awkward items, such as glass, antiques, pianos, or large appliances.
Ensure that all appliances are disconnected, defrosted, drained, and ready for transport.
Comply with all applicable laws and regulations, and not request us to transport any unlawful, hazardous, or prohibited items.
5. Payment Terms
5.1 Pricing
Our charges may be based on an hourly rate, a fixed price, or a combination of both, as set out in your booking confirmation. Additional charges may apply for waiting time, extended loading or unloading, extra stops, congestion or toll charges, and parking costs where applicable.
5.2 Deposits
We may require a deposit to secure your booking. The amount of any deposit and the time by which it must be paid will be communicated at the time of booking. Deposits are generally non-refundable, except as set out in the cancellation section of these Terms and Conditions.
5.3 Payment methods and timing
Unless otherwise agreed, payment of the full balance is due on or before completion of the job. We may refuse to unload goods or complete the service if payment is not made as agreed. You remain liable for all agreed charges and any additional reasonable costs incurred due to non-payment.
5.4 Overruns and additional work
If the job takes longer than initially estimated due to reasons beyond our control, such as poor access, additional goods not declared at booking, or delays caused by you or third parties, additional charges will apply based on our prevailing rates.
6. Cancellations and Changes
6.1 Customer cancellations
If you need to cancel or postpone your booking, you must notify us as soon as possible. The following charges may apply:
If you cancel more than 72 hours before the scheduled start time, we may retain all or part of any deposit paid to cover administrative costs.
If you cancel within 72 hours of the scheduled start time, a cancellation fee may be charged, up to a reasonable proportion of the agreed price.
If you cancel on the day of the service, we reserve the right to charge up to the full quoted amount, particularly if we have already travelled to the collection address or allocated specific resources to your job.
6.2 Changes to bookings
Changes to date, time, addresses, or job scope are subject to availability and our agreement. Where changes materially affect the duration or complexity of the job, we may adjust the price accordingly. If we cannot accommodate your requested changes, the original booking will remain in place unless you cancel in accordance with these Terms and Conditions.
6.3 Cancellations by us
We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to vehicle breakdown, severe weather, road closures, illness, or safety concerns. In such cases, we will seek to offer an alternative date or issue a refund of any amounts paid for the affected service, but we shall not be liable for any consequential or indirect losses you may incur.
7. Loading, Unloading, and Access
You are responsible for ensuring suitable access to the property at both collection and delivery locations. This includes providing accurate information about stairs, lifts, narrow doorways, low ceilings, and any access restrictions such as limited parking, time-limited loading bays, or controlled entry systems.
If we consider that access is unsafe or likely to cause damage to property or goods, we may refuse to move certain items, suggest alternative methods at additional cost, or complete the job to the nearest safe point. We accept no liability for any loss arising from such decisions, provided we act reasonably and with due care.
You must supervise the loading and unloading of goods or appoint a representative to do so. We are not responsible for returning to a property once the job is completed if items are later discovered to have been left behind, unless we have agreed to do so as an additional service at further cost.
8. Prohibited and Restricted Items
We will not carry any items that are illegal, dangerous, or prohibited by law, including but not limited to explosives, firearms, drugs, flammable substances, toxic chemicals, or any goods whose transport would breach health and safety regulations.
We may refuse to transport cash, precious metals, securities, extremely high-value items, or items exceeding our standard insurance limits unless expressly agreed in writing in advance. If such items are transported without our knowledge, we accept no liability for loss or damage to them.
9. Waste and Disposal Regulations
We are not a licensed waste carrier for general household or commercial waste unless explicitly stated. We will not remove or dispose of waste materials, rubbish, or items intended solely for disposal unless we have agreed to provide a compliant clearance service in line with applicable waste regulations.
You must not request us to remove hazardous waste, including but not limited to asbestos, chemicals, gas bottles, paint, oils, or clinical waste. Where we agree to remove items for disposal, you confirm that you have the right to dispose of them and that they do not contain hazardous or controlled substances.
Any waste or disposal services we agree to provide will be carried out in accordance with UK regulations. Additional charges may apply for disposal fees, recycling costs, and the handling of bulky or difficult items.
10. Liability and Insurance
10.1 Our duty of care
We will exercise reasonable care and skill in providing the services and handling your goods. However, our liability is limited as set out in this section.
10.2 Limits of liability
To the fullest extent permitted by law, our total liability for loss or damage to goods or property caused by our negligence or breach of contract shall be limited to a reasonable amount reflective of the value of the affected items and the price paid for the services. We may operate under standard limitations commonly applied within the removals industry.
We are not liable for:
Loss or damage arising from your failure to pack goods properly when we have not undertaken packing.
Damage to goods where we have been instructed to move items against our advice in relation to size, fragility, or access.
Loss of or damage to items packed by you in closed containers or boxes where we cannot inspect the contents.
Normal wear and tear, minor marks, or superficial damage that can reasonably occur during a move.
Losses arising from delays, missed appointments, or inability to complete the job due to circumstances beyond our reasonable control, including traffic, weather, or access issues.
10.3 Exclusions
We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. Nothing in these Terms and Conditions affects your statutory rights.
11. Claims and Complaints
If you believe that any goods have been lost or damaged, or if you have any complaint about the services provided, you must notify us as soon as reasonably practicable, and in any event within a reasonable time after completion of the job.
You should provide full details, including photographs where appropriate, and retain any damaged items for inspection. We will investigate any complaint and may request further information in order to assess any claim. Failure to notify us within a reasonable period may affect our ability to investigate and may limit any compensation available.
12. Delays and Force Majeure
We will use reasonable efforts to arrive and complete the service at the agreed time, but time is not of the essence in respect of our obligations. We are not responsible for delays caused by events outside our reasonable control, including but not limited to traffic conditions, accidents, vehicle breakdown, extreme weather, road closures, public transport disruptions, industrial action, or acts of third parties.
Where a delay or failure to perform arises from such events, we may reschedule the service or adjust the timing as necessary, and our liability will be limited to the refund of any proportion of the service not provided, where appropriate.
13. Privacy and Data
We may collect and use your personal information for the purposes of administering your booking, providing the services, processing payments, and meeting legal obligations. We will handle any personal data in accordance with applicable UK data protection laws and keep your details secure and confidential, except where disclosure is required by law or necessary to perform the contract.
14. Termination
We may terminate the contract immediately if you breach these Terms and Conditions in a serious way, including but not limited to failure to pay, unsafe or abusive behaviour towards our staff, or requests that would require us to act unlawfully or unsafely. In such cases, we may cease work and, where lawful and reasonable, retain any sums paid without prejudice to our rights to recover further losses.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms and Conditions or the services, except that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.
16. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy. No variation of these Terms and Conditions shall be effective unless expressly agreed in writing by us.
These Terms and Conditions, together with the details set out in your booking confirmation, constitute the entire agreement between you and us relating to the services, and supersede any prior discussions or representations, whether written or oral.
