Terms and Conditions for Man With Van Carshalton

These Terms and Conditions set out the basis on which Man With Van Carshalton provides removal, delivery, transport and related moving services to customers in the UK. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These terms are designed to be clear and practical, covering the booking process, payments, cancellations, liability, waste handling and the legal framework that applies to the service. They apply whether the job is a small single-item move, a part-load, a furniture collection, or a larger domestic or commercial transport request.

For the purposes of these terms, the words “we”, “us” and “our” refer to the service provider operating under the Man With Van Carshalton name, and “you” or “customer” refers to the person requesting or paying for the service. Unless agreed in writing, these terms apply to all work carried out by our drivers, movers, contractors or agents acting on our behalf. If any part of a booking has been arranged by a third party, that party confirms that they are authorised to act for the customer and accept these terms on the customer’s behalf.

We reserve the right to update or amend these terms from time to time. The version in force at the time a booking is accepted will normally apply to that booking, unless a later written agreement has been made. Nothing in these terms affects your statutory rights as a consumer where those rights cannot be excluded by law.

Booking Process

A booking with the Man With Van service is only confirmed once we have accepted the request and provided confirmation in writing, by message, email or another recorded method. A request for a quote, estimate or availability check does not itself constitute a booking. We may ask for details including the collection and delivery addresses, access conditions, item descriptions, floor levels, parking arrangements, dates, times, and any special handling requirements. The accuracy of this information is important because it allows us to allocate the correct vehicle, labour and time.

Customers must ensure that all information provided before booking is complete and true to the best of their knowledge. If the job differs from the original description, for example if there are more items, heavier objects, restricted access or additional loading time, we may revise the price, alter the schedule or, in some cases, refuse to carry out the work if it is unsafe or impractical to proceed. Any quotation given is based on the information supplied at the time and may be subject to change if the actual work varies materially.

It is the customer’s responsibility to ensure that someone authorised is present at the collection and delivery points at the agreed times, unless we have agreed in advance to proceed without the customer being present. We may rely on instructions given by the customer, their representative or a named contact. Where access is delayed due to missing keys, parking restrictions, unclear directions or absence of a responsible person, additional waiting time or abortive journey charges may apply.

Payments and Pricing

Prices may be provided as fixed quotes, hourly rates or a combination of both, depending on the nature of the job. Unless otherwise stated in writing, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotes generally include the agreed vehicle, labour and standard travel within the area covered by the booking. Additional costs may apply for congestion, tolls, parking charges, specialist equipment, extra labour, stair carries, long carries, waiting time, out-of-hours work, or unforeseen changes to the booking.

Payment is due in accordance with the agreed terms and may be required before, during or immediately after completion of the service. We may request a deposit to secure a booking, particularly for larger jobs or peak periods. If a deposit is taken, it will normally be offset against the final invoice unless the booking is cancelled in breach of these terms. Where payment is made on completion, the customer must settle the full amount promptly and without set-off, deduction or counterclaim unless required by law.

We accept that pricing should be transparent and reasonable. However, if there is a significant and unforeseen difference between the quoted job and the actual work required, we may provide a revised estimate before continuing. The customer may choose whether to accept the revised terms. If the customer declines after work has started because the original description was inaccurate, charges may still apply for time, labour, travel or materials already used.

Cancellation and Rescheduling

The customer may cancel or reschedule a booking by giving us notice as soon as reasonably possible. Cancellation terms may depend on how much notice is given and whether staff, vehicle time or associated costs have already been committed to the booking. If a cancellation is made with sufficient notice, any deposit may be refunded or retained only to the extent permitted by the original agreement and any non-recoverable expenses already incurred. If the customer cancels at short notice, including on the day of the booking, we may charge a cancellation fee to cover lost time, administration and other expenses.

Where a booking is rescheduled, we will do our best to accommodate the new date or time, subject to availability. Rescheduling may be treated as a cancellation if the change is made at very short notice or if the original booking cannot reasonably be moved. We may also cancel or postpone a booking where circumstances beyond our control prevent us from attending safely or lawfully. Examples include severe traffic disruption, vehicle breakdown, accidents, adverse weather, staff illness, road closures, strikes, fuel shortages or other events outside our reasonable control.

If we cancel a booking for reasons within our control, we will usually offer an alternative date or refund any amount paid for the affected service, as appropriate. We are not responsible for indirect losses arising from cancellation or postponement, including lost earnings, missed appointments, storage fees or third-party charges, except where liability cannot be excluded by law.

Customer Responsibilities

The customer must ensure that all goods are properly packed, secured and ready for transport unless packing has been expressly included in the booking. Fragile, valuable or irregular items should be clearly identified in advance. Items such as glass, mirrors, antiques, electronics, artwork, plants, liquids, hazardous materials and loose components require special care and may need to be excluded unless agreed beforehand. The customer should also ensure that appliances are disconnected, defrosted, drained or prepared as required before collection, unless we have agreed to handle those tasks.

The customer is responsible for obtaining any permissions, permits or access arrangements needed for loading or unloading, including parking permissions and building entry approvals. If access is restricted, we may not be able to complete the service on the terms originally quoted. The customer must also make sure that any item removed for disposal, recycling or relocation is legally allowed to be moved. We may refuse to transport items that appear unsafe, unlawful or likely to cause contamination or damage.

Liability and Insurance

We take reasonable care when handling customer property, but our liability is limited to the extent permitted by law. We will not be liable for pre-existing damage, ordinary wear and tear, items packed by the customer that are inadequately protected, or losses caused by inaccurate information supplied before the booking. Where the customer requests that goods be moved in a condition that creates a known risk, such as overfilled containers, loose fittings or poorly secured loads, we are not responsible for damage resulting from that risk.

If loss or damage occurs and we are at fault, our liability will normally be limited to the lower of the repair cost, replacement cost or the value declared and accepted for the item, unless a different limit has been agreed in writing. Customers are encouraged to inform us in advance of any high-value items that may require special handling or separate insurance arrangements. We are not liable for indirect or consequential loss, including loss of profit, loss of business, emotional distress or reputational harm, except where such exclusion is not permitted by law.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If you believe damage or loss has occurred, you must notify us as soon as reasonably possible and provide evidence, including photographs and a clear description of what happened. Failure to notify us promptly may affect our ability to investigate the matter and may reduce any remedy available.

Waste Regulations and Disposal

Where the service includes the removal of waste, unwanted furniture, household items or trade materials, the customer must disclose the nature of the items in advance. We operate in accordance with applicable UK waste regulations and will only handle, transport or dispose of waste lawfully. The customer must not ask us to remove hazardous waste, clinical waste, asbestos, chemicals, pressurised containers, electrical waste requiring special treatment unless agreed, or any material that is prohibited or requires a specialist licence or facility beyond the scope of the booking.

We reserve the right to refuse any load that we reasonably believe contains prohibited, unsafe or misdescribed waste. If items are presented as general rubbish but later found to contain controlled or specialist waste, additional charges may apply and the customer may remain responsible for all costs arising from the lawful handling, segregation, return or disposal of those materials. The customer confirms that any waste handed to us belongs to them or that they have permission from the owner to arrange its removal.

When waste is collected, it may be reused, recycled, transferred or disposed of through licensed facilities as appropriate. We will act as required by law and may record the nature of waste collected for compliance purposes. The customer must not include personal data, confidential documents or sensitive materials in any waste collection unless they accept the associated risk and have arranged secure destruction where needed. If illegal waste is discovered, we may report the matter to the relevant authority where required by law.

Service Standards, Delays and Access

We aim to provide a professional and punctual Man With Van Carshalton service, but times are estimates unless expressly guaranteed in writing. Arrival windows may be affected by traffic, weather, customer delays, road conditions or previous jobs overrunning. We will make reasonable efforts to notify the customer of any significant delay. Where the customer causes delay, waiting charges may apply and the completion time may be extended accordingly.

If the vehicle cannot safely access the collection or delivery point, we may require the customer to arrange alternative access or suitable parking. If the property layout requires extra carrying distance, stairs, lifts or dismantling, this may be chargeable. We may decline to move items that are too large, too heavy, unsafe or incapable of being carried without reasonable risk of damage or injury. Our team may stop work if they believe continuing would breach health and safety requirements.

Customers are responsible for ensuring that pathways, entrances and loading areas are reasonably clear and safe. We are not liable for delays or missed timings caused by blocked access, permit issues, security restrictions or the unavailability of lifts. If the job cannot be completed because the customer has not made the site ready, an abortive call-out or partial service charge may apply.

Subcontractors, Property and Title

We may, at our discretion, use subcontractors or associated drivers to complete all or part of the service. Where we do so, these terms will still apply. Any item carried remains the customer’s property until ownership is transferred by separate agreement. We do not accept responsibility for ownership disputes between the customer and any third party that claims an interest in the items moved or disposed of. The customer warrants that they have the right to instruct the move or disposal.

If we store, hold or temporarily retain any goods as part of an agreed arrangement, the customer remains responsible for identifying the items and collecting them within any agreed timeframe. We may dispose of uncollected goods only where permitted by law and after reasonable notice. Charges may apply for storage, handling or administration if the customer fails to collect or arrange onward delivery in time.

Complaints and Dispute Handling

If there is a problem with the service, the customer should raise it as soon as possible so that we have a fair opportunity to investigate and, where appropriate, put matters right. Complaints should include relevant facts, dates, photographs and any supporting information. We will consider complaints in good faith and aim to resolve issues promptly and proportionately. Any agreed compensation or remedy will depend on the circumstances, the evidence provided and the limitations set out in these terms.

Nothing in these terms prevents either party from seeking legal advice or using a court, mediation or other dispute resolution process where appropriate. Any failure by us to enforce a term on one occasion does not mean that term is waived for future bookings. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force.

Governing Law

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law requires otherwise. If any part of these terms is interpreted differently under applicable law, the rest of the terms will remain valid to the fullest extent permitted.