Man with Van New Eltham Terms and Conditions
These Terms and Conditions govern the provision of man and van, removal, collection, delivery and related services by Man with Van New Eltham to you as a customer within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van New Eltham, the provider of man and van and removal services.
1.2 "Customer" or "you" means the individual, business, or organisation requesting and using the services of the Company.
1.3 "Services" means any transport, removal, loading, unloading, packing, furniture assembly or disassembly, collection, delivery, or related services provided by the Company.
1.4 "Goods" means all items, belongings, furniture, boxes, and any other property handled, transported, moved, or stored by the Company on behalf of the Customer.
1.5 "Service Address" means the collection and delivery addresses or any other locations where Services are to be carried out.
1.6 "Booking" means a confirmed request for Services made by the Customer and accepted by the Company, whether verbally or in writing.
2. Scope of Services
2.1 The Company provides man and van and removal services for residential and commercial customers, including local and regional collections and deliveries, subject to availability.
2.2 The Services to be provided will be agreed at the time of Booking, including the type and size of vehicle, the number of operatives, the estimated duration, and any additional tasks such as packing or furniture assembly.
2.3 The Company reserves the right to refuse to transport any Goods which, in its reasonable opinion, are unsafe, illegal, hazardous, excessively heavy, inadequately packed, or otherwise unsuitable for transport.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted communication channels. A Booking is not confirmed until the Company has explicitly accepted it and provided a confirmation.
3.2 At the time of Booking, the Customer must provide accurate and complete information, including:
(a) full collection and delivery addresses and any access restrictions;
(b) the nature and approximate quantity or volume of Goods;
(c) any large, heavy, fragile, or unusual items requiring special handling;
(d) any time constraints, parking limitations, or building regulations that may affect the Services.
3.3 The Company will provide an estimate or quotation based on the information supplied by the Customer. This may be given as a fixed price, hourly rate, or a combination of both.
3.4 The Company reserves the right to adjust the price if the information provided at the time of Booking is found to be incomplete or inaccurate, or if the scope of the Services changes.
3.5 The Customer is responsible for obtaining and paying for any parking permissions, permits, or dispensations required at any Service Address, unless otherwise agreed in writing.
4. Estimates, Quotations and Pricing
4.1 Any estimate or quotation is based on:
(a) the description, volume, and weight of the Goods as described by the Customer;
(b) reasonable access for loading and unloading at each Service Address;
(c) performance of the Services during normal working hours, unless otherwise agreed.
4.2 The Company may revise the estimate or quotation if:
(a) the Services are not carried out within three months of the date of quotation;
(b) the Customer requests additional services or changes to the agreed work;
(c) access conditions or parking arrangements differ from those described;
(d) the volume or nature of the Goods is greater than originally stated.
4.3 Additional charges may apply for waiting time, delays beyond the Company’s control, tolls, congestion charges, parking charges, storage, or extended travel.
5. Payments
5.1 Unless otherwise agreed, payment is due either in advance of the Services or immediately upon completion of the Services on the same day.
5.2 The Company may require a deposit to secure a Booking. Deposits are generally non-refundable unless the Company cancels the Booking, subject to the cancellation provisions set out in these Terms.
5.3 Payment methods will be communicated by the Company and may include card payments, bank transfer, or other accepted means. Cash payments may be accepted at the Company’s discretion.
5.4 If the Customer fails to make payment when due, the Company reserves the right to:
(a) suspend or cease all Services;
(b) retain Goods until full payment has been received (a lien over the Goods);
(c) charge reasonable interest on overdue amounts and recover any collection costs incurred.
6. Cancellations, Amendments and Waiting Time
6.1 The Customer may cancel or amend a Booking by giving notice to the Company as early as possible.
6.2 The following cancellation terms apply, unless otherwise agreed in writing:
(a) cancellation more than 48 hours before the scheduled start time: no cancellation fee, although any non-refundable third-party costs may still be payable;
(b) cancellation between 24 and 48 hours before the scheduled start time: the Company may charge up to 50 percent of the quoted price;
(c) cancellation less than 24 hours before the scheduled start time or failure to be present at the agreed time: the Company may charge up to 100 percent of the quoted price.
6.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may lead to revised pricing.
6.4 Waiting time caused by the Customer, building management, or other third parties may be charged at the Company’s standard hourly rates.
7. Customer Responsibilities
7.1 The Customer is responsible for:
(a) ensuring that adequate and safe access is available at all Service Addresses;
(b) reserving parking spaces where possible and complying with local parking regulations;
(c) properly packing and securing Goods, unless the Company has expressly agreed to provide packing services;
(d) disconnecting and preparing appliances, unless specifically agreed otherwise;
(e) being present, or arranging for an authorised representative to be present, during loading and unloading to direct the placement of Goods.
7.2 The Customer must not ask the Company or its operatives to perform any illegal activities or to handle prohibited, dangerous, or inappropriate Goods.
7.3 The Customer must check all Service Addresses and ensure that the Goods to be moved are clearly identified. The Company is not responsible for items left behind unintentionally unless due to clear negligence.
8. Excluded Goods
8.1 The Company will not knowingly transport or handle Goods that are:
(a) illegal or stolen items;
(b) explosives, flammable or hazardous substances;
(c) perishable goods or living beings, including plants and animals;
(d) valuable items such as cash, jewellery, important documents, or irreplaceable artefacts, unless expressly agreed in writing.
8.2 If the Customer includes Excluded Goods without the Company’s knowledge or consent, the Company will have no liability for loss or damage to such items, and the Customer may be responsible for any resulting damage or loss suffered by the Company or third parties.
9. Liability and Limitations
9.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.
9.2 The Company will not be liable for:
(a) normal wear and tear, or minor cosmetic damage such as scuffs, scratches, or marks occurring in the ordinary course of a move, especially where access is tight or restricted;
(b) damage to Goods that are inadequately packed by the Customer or a third party;
(c) damage to the internal workings of electrical or mechanical items, unless there is clear evidence of external damage caused by the Company’s negligence;
(d) loss or damage arising from circumstances beyond the Company’s reasonable control, including but not limited to severe weather, traffic delays, road closures, accidents, or industrial action.
9.3 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible and, in any event, within seven days of completion of the Services. The Customer should provide evidence, including photographs and a description of the loss or damage.
9.4 Where the Company is found liable for loss or damage to Goods, its liability will be limited to the reasonable cost of repair or replacement, subject to a fair market value assessment and any applicable insurance arrangements.
9.5 The Company’s total aggregate liability for any single event or series of connected events will not exceed the total price paid or payable by the Customer for the Services in question, unless otherwise required by law.
9.6 Nothing in these Terms excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
10. Damage to Property and Access
10.1 The Customer must ensure that floors, walls, lifts, staircases, and other parts of the property are reasonably protected where necessary. The Company will take reasonable care but is not responsible for pre-existing damage or wear.
10.2 If it is necessary to remove doors, windows, or other fixtures to gain access, this will only be done with the Customer’s consent and at the Customer’s risk. The Customer is responsible for any required permissions and for reinstating such fixtures after completion.
10.3 The Company is not liable for damage caused by moving items that could not reasonably be transported without risk of damage due to their size, weight, condition, or restricted access, where the Customer has been advised of the risk and requested that the move proceed.
11. Waste, Disposal and Environmental Regulations
11.1 The Company operates in accordance with applicable UK waste and environmental regulations. Any removal, carriage, or disposal of waste is subject to this section.
11.2 The Company is not a general waste disposal contractor and will only remove waste items where this has been specifically agreed and is compliant with relevant regulations.
11.3 The Customer must not present for removal any hazardous, controlled, or regulated waste, including chemicals, paints, asbestos, clinical waste, or electrical items requiring special treatment, unless the Company has expressly agreed and is appropriately licensed.
11.4 Where the Company agrees to remove unwanted items, they will be taken to an appropriate facility or dealt with in a lawful manner. Additional charges may apply for this service, including recycling or disposal fees.
11.5 The Customer remains responsible for any illegal waste placed with Goods for removal or disposal without the Company’s knowledge, and shall indemnify the Company for any resulting fines, penalties, or costs.
12. Insurance
12.1 The Company will maintain appropriate insurance cover for its operations as required by UK law and industry practice.
12.2 The Customer is encouraged to arrange their own insurance for Goods in transit or during removal, particularly for high value or delicate items, as standard coverage may be limited.
13. Delays and Force Majeure
13.1 The Company will make reasonable efforts to adhere to agreed dates and times, but such timings are estimates only and not guaranteed.
13.2 The Company is not liable for delays or failure to perform the Services due to events beyond its reasonable control, including but not limited to extreme weather, traffic incidents, vehicle breakdowns, road closures, accidents, or other force majeure events.
13.3 Where possible, the Company will inform the Customer of any significant delays and seek to rearrange or complete the Services at the earliest opportunity.
14. Complaints
14.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.
14.2 Formal complaints should be submitted in writing, describing the issue, the Service Address, the date of the Services, and any supporting evidence.
15. Data Protection and Privacy
15.1 The Company will collect and process personal information from the Customer solely for the purposes of managing Bookings, providing Services, taking payment, and fulfilling its legal obligations.
15.2 The Company will not sell or unnecessarily share personal data with third parties, except where required to provide the Services or comply with law.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute 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.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the Services provided by the Company.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy.
17.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior agreements or understandings, whether written or oral.
17.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to the Services provided.
