Terms and Conditions for Man With Van Thornton Heath

These Terms and Conditions set out the basis on which Man With Van Thornton Heath provides removal, transportation, loading, unloading, and related moving services within the United Kingdom. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. If anything is unclear, you should raise it before the booking is finalised. These terms are intended to create a fair and transparent agreement for both the customer and the service provider.

In these Terms and Conditions, “we”, “us”, and “our” refer to the service provider operating as Man With Van Thornton Heath, and “you” or “the customer” refers to the person, business, or organisation booking the service. The scope of services may include single-item transport, part-load moves, full van services, furniture transport, student moves, office relocations, and associated handling tasks. The exact service to be provided will depend on the booking details, the items declared, access conditions, timing, and any special requirements agreed in advance.

These terms are written to comply with applicable UK consumer, transport, and waste-handling principles. Nothing in these Terms and Conditions affects your statutory rights where services are purchased by a consumer. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply. We may update these terms from time to time to reflect changes in our operations, legal obligations, or service structure, but the version that applies to you will be the one in force at the time the booking is made.

1. Booking Process

A booking is only confirmed once we have received the relevant details and explicitly accepted the job. A request for a quotation does not, by itself, create a binding contract. To complete a booking for Man With Van Thornton Heath, you must provide accurate information including collection and delivery addresses, preferred dates and times, access details, parking restrictions, item descriptions, approximate quantities, and any special handling needs. Where the move involves stairs, narrow access, fragile items, or unusually heavy goods, this must be declared in advance.

We may issue an estimated price based on the information supplied. This estimate may change if the job details are materially different from those disclosed at the time of enquiry. If the volume of goods, distance, waiting time, parking difficulty, or required manpower changes, we reserve the right to revise the price accordingly. The customer is responsible for ensuring that all information submitted is complete and accurate. If inaccurate information leads to delays, additional labour, or the need for a larger vehicle, extra charges may apply.

We reserve the right to refuse or cancel a booking if the job cannot be performed safely, lawfully, or within our operational capacity. This may include situations where items are prohibited, access is unsafe, or the premises present a risk to staff, property, or the public. The service may also be declined if payment terms cannot be agreed in advance. Where a booking is accepted, we will confirm the essential service details, which may include the date, approximate arrival window, and agreed scope of work.

2. Payments and Charges

Payment terms will be agreed at the time of booking or before the service begins. Unless otherwise stated in writing, payment is due immediately upon completion of the job. We may require a deposit to secure certain bookings, particularly for larger removals, urgent requests, or jobs requiring multiple crew members. Any deposit is generally non-refundable unless we cancel the service or otherwise agree in writing. Accepted payment methods may vary and will be confirmed at the time of booking.

All prices are quoted based on the information available at the time. Charges may include labour, vehicle use, fuel, tolls, parking costs, congestion or access-related charges where applicable, waiting time, stair carry costs, dismantling or reassembly if agreed, and disposal or recycling fees where relevant. If there are delays caused by the customer, such as incorrect addresses, inaccessible property, late availability of goods, or incomplete packing, additional time charges may apply. For transparency, any material increase in cost should be communicated where reasonably practicable before the extra work is undertaken.

We may charge for aborted journeys or wasted attendance where our team arrives at the agreed time and the job cannot proceed because of circumstances within the customer’s control, including absence of the customer, inability to access the property, failure to provide accurate job details, or a refusal to allow work to commence. If the customer disputes an invoice, the undisputed portion should still be paid in accordance with the agreed terms while the matter is reviewed.

3. Cancellations, Rescheduling, and Delays

The customer may request cancellation or rescheduling, but the amount refundable will depend on how much notice is given and whether the booking has already required time, allocation of staff, or vehicle commitment. Unless a different cancellation arrangement has been agreed in writing, short-notice cancellations may result in part or full retention of any deposit or a reasonable cancellation fee. The purpose of this rule is to reflect the losses incurred when a reserved slot cannot be filled at short notice.

If you need to change the booking date or time, we will try to accommodate the request where operationally possible, but we cannot guarantee availability. Any rescheduled booking remains subject to the same terms unless otherwise confirmed. We are not liable for delays caused by traffic, weather, road closures, parking restrictions, access issues, or circumstances beyond our control. We will endeavour to keep you informed if we become aware of significant delays, but times given are estimates and not guaranteed unless expressly stated as fixed in writing.

If we have to cancel a booking because of vehicle breakdown, staffing issues, safety concerns, severe weather, or other unavoidable circumstances, we will seek to offer an alternative date or, where appropriate, a refund of sums paid for the cancelled portion of the service. We will not be responsible for any indirect loss arising from such cancellation, including missed appointments, loss of earnings, or inconvenience, unless otherwise required by law.

4. Customer Responsibilities

The customer must ensure that items are adequately packed, labelled, and ready for transit unless packaging or preparation forms part of the agreed service. Fragile goods should be protected to a suitable standard for transport. We are not responsible for damage arising from inadequate packaging, unstable stacking, or hidden defects in the items being moved. The customer should also ensure that parking arrangements, permissions, access codes, and entry arrangements are in place before the scheduled arrival time.

The customer must not ask us to move prohibited, dangerous, illegal, or improperly documented items. This includes, without limitation, hazardous chemicals, live animals, unsealed fuels, illegal goods, and items that we reasonably believe may endanger persons, property, or the vehicle. If such items are discovered, we may refuse to handle them and may end the service immediately if necessary. The customer remains responsible for any costs or losses caused by undisclosed restricted goods or unsafe packing.

It is the customer’s responsibility to ensure that the service location is fit for the work to be carried out. Floors, lifts, stairways, and entry points should be reasonably clear and safe. If our team must wait, remove obstacles, or carry items over longer distances due to access difficulties not disclosed in advance, extra charges may apply. The customer should also confirm that any building management, landlord, or third-party permissions required for the move have been obtained.

5. Liability and Damage

We will use reasonable care and skill in carrying out the service. However, our liability is limited to the extent permitted by law. We are not liable for pre-existing damage, items packed by the customer, hidden defects, wear and tear, structural weakness in furniture, or damage caused by incorrect lifting instructions provided by the customer. Where we are responsible for proven loss or damage, our liability will normally be limited to the lower of the actual repair/replacement cost or the value declared in any written agreement, subject to any mandatory legal rights that cannot be excluded.

The customer must inspect goods and report any visible damage or missing items as soon as reasonably possible after delivery. Failure to do so may make it more difficult to investigate the issue. We may request photographs, item descriptions, proof of ownership, repair estimates, or other supporting evidence. We are not liable for loss of business, profit, anticipated savings, goodwill, or any indirect or consequential losses arising from the provision or non-provision of the service, except where such exclusion is not permitted by law.

Nothing in these Terms and Conditions excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Where our liability is not excluded, any claim must be brought promptly and within a reasonable time after the event giving rise to it. The customer should take all reasonable steps to protect their property and to mitigate any loss.

6. Waste Regulations and Disposal

Where our service includes disposal, uplift, clearance, or removal of unwanted items, the customer must tell us in advance exactly what is to be removed. Waste handling is carried out in accordance with relevant UK waste regulations and applicable duty-of-care requirements. We may ask for photographs or descriptions of items before accepting waste-related work. We reserve the right to refuse any item that appears hazardous, contaminated, illegally dumped, or unsuitable for collection under the agreed service.

Any waste we transport may be taken to licensed disposal, transfer, recycling, or reuse facilities as appropriate. The customer must not instruct us to dispose of regulated waste unlawfully or to leave waste in a location that would breach legal obligations. If the service involves household rubbish, furniture disposal, or mixed clearances, the customer acknowledges that sorting, loading, and lawful disposal costs may be included in the price. Additional fees may apply where the waste category differs from what was disclosed at the time of booking.

Where the customer requires proof of lawful disposal, such evidence may be provided where available and appropriate, subject to operational records and privacy considerations. The customer remains responsible for declaring the true nature of the items to be removed. We do not accept liability for fines, penalties, or enforcement action arising from inaccurate descriptions, concealed hazardous contents, or a customer’s breach of waste law. The customer must not place us in a position where we are asked to act contrary to legal requirements.

7. Force Majeure

We are not responsible for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control. These may include severe weather, flood, fire, strikes, industrial action, road closures, accidents, public emergencies, power failure, acts of government, terrorism, or other unexpected events. In such circumstances, we may suspend, postpone, or cancel the service without liability for resulting indirect loss.

If a force majeure event occurs, we will make reasonable efforts to notify the customer and, where possible, to propose an alternative date or revised arrangement. Any prepaid sums relating to work not performed due solely to the force majeure event may be refunded or credited at our discretion, subject to legal requirements and the practical stage reached before the interruption. This clause does not limit the customer’s statutory rights in relation to any part of the service that was not properly delivered for reasons within our control.

8. Complaints and Disputes

We aim to deal with concerns fairly and promptly. If you believe there has been a problem with the service, you should notify us as soon as possible so that we can investigate. Please provide relevant details, including dates, a description of the issue, and any supporting evidence. We may ask for additional information in order to assess the complaint properly and determine whether corrective action, partial refund, or other resolution is appropriate.

Both parties should attempt to resolve disputes in good faith before starting formal proceedings. If a dispute cannot be resolved informally, the matter will be handled in accordance with the governing law and jurisdiction clause below. Nothing in this section prevents either party from seeking urgent legal relief where appropriate. We encourage customers to raise concerns promptly, as delay may limit our ability to verify what happened and to provide a fair remedy.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise or where another forum is required by mandatory legal provisions. This clause is intended to create legal certainty for both sides.

If any translation or summary of these terms differs from the English version, the English version will prevail. No waiver of any right under these terms shall be effective unless agreed in writing, and no failure or delay in exercising a right shall operate as a waiver of that right. These terms constitute the entire agreement between the parties in relation to the service, unless a separate written agreement states otherwise.

Final Provisions

Man With Van Thornton Heath may subcontract part of the service where necessary, but we remain responsible for the standard of work to the extent required by law and the agreed contract. The customer may not transfer their rights or obligations under these terms without our written consent. If any clause is found invalid or unenforceable, it shall be interpreted as narrowly as necessary to make it lawful, and the remainder shall continue in force. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions in full.