Man with Van Thornton Heath Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Thornton Heath provides man and van, removal, and related services. By making a booking, confirming a quotation, or permitting our team to begin any work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
Definitions
In these Terms and Conditions, the following words have the meanings set out below:
Customer means the person, firm, or organisation that requests or pays for the services.
We, us, our means Man with Van Thornton Heath, the removal service provider.
Services means any man and van, removal, delivery, packing, loading, unloading, or related services we provide.
Goods means the items, belongings, furniture, equipment, or other property that are the subject of the services.
Vehicle means any van or other transport used by us to carry out the services.
Scope of Services
Our core services include man and van removals, transportation of household and office items, local moves, loading and unloading, and related assistance. Service availability may vary by date, time, and location within our operating area.
We reserve the right to decline work that is unsafe, unlawful, or outside the reasonable scope of a man and van or removal service, including but not limited to items prohibited by law, hazardous materials, or waste that requires specialist licensing.
Quotations and Pricing
All quotations are based on the information provided by the customer at the time of inquiry, including the addresses, access conditions, number and type of items, floor levels, presence or absence of lifts, parking arrangements, and estimated loading and unloading times.
Quotations may be given as hourly rates, fixed prices, or a combination of both. Unless stated otherwise in writing, prices are exclusive of any congestion charges, tolls, parking fees, or third party charges, which will be added to the final invoice if applicable.
We reserve the right to revise a quotation or apply additional charges if:
Actual information differs from that originally provided.
There are delays outside our control, including waiting for keys, paperwork, or third parties.
Access is more difficult than stated, such as long carries, stair-only access, or restricted parking.
The volume or weight of goods is greater than described.
The customer requests additional services or time on the day.
Booking Process
A booking is made when you confirm acceptance of our quotation and we confirm availability of a vehicle and team for the requested date and time. Bookings may be made by any communication method we accept, subject to our agreement.
We may require a deposit or full prepayment to secure your booking. If a deposit or prepayment is requested, your booking is not fully confirmed until it is received and cleared by us.
You are responsible for providing accurate details for the booking, including full collection and delivery addresses, dates and times, access information, and any special requirements. We are not liable for delays or additional costs arising from inaccurate or incomplete information.
Access, Parking and Restrictions
The customer is responsible for ensuring that suitable parking is available at both collection and delivery locations for the duration of the service. Any parking permits, temporary suspensions, or permissions required from local authorities or property managers must be arranged by the customer unless otherwise agreed.
Any parking fines, penalties, or additional costs incurred as a result of inadequate parking arrangements, loading restrictions, or illegal parking requested or permitted by the customer will be added to the final invoice and must be paid by the customer.
The customer must inform us in advance of any restrictions that may affect access, including low bridges, narrow roads, vehicle height or weight limits, restricted loading times, or building access limitations. We may refuse to proceed with the service if safe access cannot be provided.
Customer Responsibilities
The customer is responsible for:
Ensuring that all goods are properly packed and ready for transport unless packing services have been specifically agreed.
Securing or disconnecting appliances, electronics, and fixtures prior to our arrival, unless otherwise agreed.
Removing or protecting any fragile fittings, flooring, bannisters, or surfaces that may be at risk during the move.
Complying with all property rules, lease conditions, and building regulations relevant to the move.
Being present, or arranging for an authorised representative to be present, at both collection and delivery locations to direct our team and sign any documentation.
Checking the vehicle is empty at the end of the job. We are not responsible for any items left behind in the vehicle once the service is completed and the vehicle has been checked with the customer.
Payments and Charges
Payment terms will be confirmed at the time of booking. We may request payment in advance, on arrival, during the service, or immediately upon completion. The exact method and timing of payment will be specified in our quotation or confirmation.
If payment is not made when due, we reserve the right to:
Refuse to commence or continue the service.
Retain goods in our possession until full payment is received.
Apply reasonable charges for storage, re-delivery, and administration where goods are retained.
Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.
All payments must be made in the agreed currency and method. We do not accept liability for delays caused by payment processing issues outside our control.
Cancellations and Amendments
If you wish to cancel or amend a booking, you must notify us as soon as possible. The following cancellation provisions apply unless otherwise stated in writing:
Cancellations made more than 72 hours before the agreed start time may be made without a cancellation fee, although any non-refundable third party charges may still apply.
Cancellations made between 24 and 72 hours before the agreed start time may incur a cancellation fee of up to 50 percent of the quoted price or deposit.
Cancellations made less than 24 hours before the agreed start time may be charged at up to 100 percent of the quoted price or deposit.
If you wish to change the date, time, or scope of services, this will be subject to availability and may result in additional charges or a revised quotation. We are under no obligation to accommodate changes but will make reasonable efforts to do so.
We reserve the right to cancel or reschedule a booking due to events beyond our control, including but not limited to severe weather, vehicle breakdown, illness, accidents, road closures, or safety concerns. In such cases, our liability will be limited to refunding any prepayments for services not provided or rescheduling the service where possible.
Exclusions and Prohibited Items
We do not transport, and you must not ask us to transport, any items that are illegal, hazardous, explosive, flammable, corrosive, or otherwise dangerous, including but not limited to gas cylinders, fuel, chemicals, paint, firearms, ammunition, or illegal substances.
We also do not accept responsibility for carrying live animals, perishable goods, or items requiring specialist handling or temperature control, unless expressly agreed in writing in advance.
If prohibited or unsafe items are discovered, we may refuse to load them, and any delay or additional costs caused by their presence will be the responsibility of the customer.
Waste, Rubbish and Recycling Regulations
Our primary service is the transport of goods, not waste disposal. We are not a licensed waste carrier for general rubbish removal unless this has been specifically confirmed. We will not remove or dispose of household waste, building rubble, hazardous waste, or fly-tipped materials in breach of local or national regulations.
If we agree to remove unwanted items, furniture, or appliances, this will be done in accordance with applicable waste and recycling regulations. The customer confirms that any items presented for removal are lawfully theirs to dispose of and do not constitute hazardous waste.
We reserve the right to refuse removal of any items that may be classified as controlled or hazardous waste, or which would require specialist handling, permits, or disposal methods.
Any fines, penalties, or costs incurred as a result of the customer asking us to handle waste or items in a manner that breaches regulations will be charged to the customer.
Liability and Insurance
We will take reasonable care in handling, loading, transporting, and unloading your goods. However, our liability for loss or damage is limited as set out in this section.
We are not liable for:
Loss or damage arising from incorrect or inadequate packing when packing is carried out by the customer.
Damage to items that are inherently fragile, have a pre-existing defect, or are not suitable for transport.
Damage to goods inside containers, drawers, or boxes not packed by us.
Loss or damage resulting from wear and tear, atmospheric or climatic conditions, or inherent vice of the goods.
Loss of money, jewellery, watches, documents, or items of special value unless specifically declared and agreed in writing prior to the move.
Any indirect or consequential loss, such as loss of profit, loss of opportunity, or emotional distress.
Our total liability for any claim arising out of or in connection with the services, whether in contract, tort, or otherwise, shall not exceed a reasonable proportion of the value of the goods directly affected, subject to any specific limits set out in our quotation or insurance terms.
If you wish to insure your goods for a higher value, you are responsible for arranging appropriate insurance cover unless we have specifically agreed to arrange or provide additional cover.
You must notify us in writing of any visible loss or damage as soon as reasonably practicable and in any event within a reasonable time after completion of the services. We may inspect the goods before any claim is accepted.
Damage to Property
We will take reasonable care to avoid damage to property, including walls, floors, and fixtures, when carrying out the services. However, we are not liable for:
Superficial damage, scuffs, or marks that are reasonably incidental to moving large or heavy items through confined spaces, stairs, or narrow doorways.
Damage caused where the customer has insisted that items be moved in a way that is unsafe or where we have advised that damage may occur.
Damage to property where it is not reasonably practicable to move an item without risk of damage.
Any structural issues with the property that pre-existed our attendance.
Delays and Events Beyond Our Control
We will make reasonable efforts to start and complete the services at the agreed times. However, all times are estimates and not guaranteed. We are not liable for delays caused by factors beyond our reasonable control, including heavy traffic, road closures, breakdowns, extreme weather, accidents, or delays caused by the customer or third parties.
If we are delayed due to circumstances beyond our control, we may charge for waiting time at our standard hourly rates.
Complaints and Dispute Resolution
If you have a concern or complaint about our services, you should raise it with us as soon as possible so we can seek to resolve it promptly. You should provide details of the issue, including dates, addresses, and a description of any loss or damage claimed.
We will review your complaint, may request further information, and will respond within a reasonable time. Where appropriate, we may offer a repair, replacement, a contribution to repair, or a goodwill gesture, without admitting liability.
If a dispute cannot be resolved directly, both parties agree to consider using informal negotiation or mediation before commencing court proceedings, where this is practical and appropriate.
Data Protection and Privacy
We will only use your personal information to manage your booking, provide the services, and administer our relationship with you, and as required to comply with legal and regulatory obligations. We will take reasonable steps to keep your information secure and will not sell your details to third parties.
Variation of Terms
We may update or vary these Terms and Conditions from time to time. The version that applies to your booking will be the version in force at the time you confirm your booking. If we make significant changes, we may notify you where reasonably practical.
Severability
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 continue in full force and effect.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of our services.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions.
