Man with Van Roehampton Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Roehampton provides removal, delivery, collection and associated services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "We", "us" and "our" refer to Man with Van Roehampton as the provider of removal and related transport services.

1.2 "You" and "your" refer to the customer, being the person, company or organisation requesting and paying for the services.

1.3 "Services" means any removal, relocation, delivery, collection, loading, unloading, packing, unpacking, or related services we agree to provide.

1.4 "Goods" means all items, possessions and property that you ask us to handle, transport or store as part of the services.

1.5 "Booking" means a confirmed request for services, whether made online, in writing or verbally, which we have accepted.

2. Scope of Services

2.1 We provide man and van services, including local and regional home moves, office relocations, student removals, collections and deliveries, and related transport of goods.

2.2 The precise scope of the services, including the date, time, locations, vehicle size and number of operatives, will be agreed at the time of booking based on the information you provide.

2.3 We reserve the right to decline any booking request at our absolute discretion, including where we consider the work unsafe, unlawful, unsuitable for our vehicles, or beyond our resources on the requested date.

3. Booking Process

3.1 You may request a quotation and book services by contacting us using our published contact methods. All bookings are subject to availability and our acceptance.

3.2 Quotations are based on the details you provide about the addresses involved, access conditions, dates, times, volume of goods, special items, and any additional services required.

3.3 It is your responsibility to provide accurate and complete information. If the information you provide is incorrect or incomplete, we may adjust the price or refuse to carry out part or all of the services on the day.

3.4 A booking is only confirmed once we have accepted it and, where required, a deposit or card pre-authorisation has been successfully processed. Verbal or written indications that a date is available do not in themselves constitute a confirmed booking.

3.5 We may request photographs, inventories or further details about your goods or property access in order to provide an accurate quotation and determine suitable vehicle and staffing levels.

4. Customer Responsibilities

4.1 You are responsible for:

a. Ensuring that you or an authorised representative is present at collection and delivery addresses for the duration of the services.

b. Securing all necessary permissions, permits and parking arrangements at each address, including any local authority suspension or visitor permits where required.

c. Ensuring that the property is safe, with clear access, and that stairways, lifts, corridors and doorways are suitable for moving the goods involved.

d. Packing and securing your goods properly, unless we have explicitly agreed to provide packing services.

e. Separately informing us of any fragile, high value or unusual items, and of any items that require dismantling, special tools, or additional manpower.

4.2 You must not ask us to move or transport any item that is illegal, dangerous, explosive, inflammable, perishable, contaminated, or otherwise unsuitable for transport.

4.3 If access is significantly worse than described, if there are unexpected restrictions such as lift breakdowns or road closures, or if there are additional goods not stated at the time of booking, we may charge additional fees, take longer than estimated, or decline to move certain items.

5. Payments and Charges

5.1 Our charges may be based on hourly rates, fixed-price quotations, or a combination of both, as confirmed at the time of booking.

5.2 Unless otherwise agreed in writing, payment is due on completion of the services on the same day. We may require partial or full payment in advance for certain bookings.

5.3 We accept payment by the methods we specify from time to time. We do not accept cheques unless expressly agreed in advance.

5.4 Waiting time, delays beyond our control, extended loading or unloading times, additional addresses, additional operatives, and extra journeys may incur extra charges, which will be calculated in accordance with our current rates.

5.5 If payment is not made when due, we reserve the right to:

a. Charge interest on the overdue amount at the statutory rate until payment is received in full.

b. Withhold delivery of goods until full payment, including any additional charges, is received.

5.6 All prices quoted are exclusive of any applicable taxes or charges that we are legally obliged to collect, which will be added to your invoice where relevant.

6. Cancellations and Amendments

6.1 If you need to cancel or amend your booking, you must inform us as soon as possible.

6.2 Where you cancel more than 48 hours before the agreed start time, we will usually refund any deposit paid, less any reasonable administrative costs or non-refundable expenses we have incurred.

6.3 Where you cancel within 48 hours but more than 24 hours before the start time, we may retain part of the deposit or charge up to 50 percent of the estimated cost of the services.

6.4 Where you cancel within 24 hours of the start time, or where we arrive at the property and are unable to carry out the services due to your act or omission, we reserve the right to charge up to 100 percent of the estimated cost.

6.5 If you wish to change the date, time, or scope of the services, this will be subject to availability and may result in revised pricing. We are under no obligation to accept such changes.

6.6 We may cancel or postpone the services where we are unable to safely or lawfully carry out the work, including due to extreme weather, accidents, illness of staff, vehicle breakdowns, or other events outside our reasonable control. In such cases we will offer an alternative date or refund any advance payment for services not yet provided.

7. Access, Parking and Congestion

7.1 You are responsible for ensuring adequate parking is available for our vehicle at all addresses, as close as reasonably possible to the entrance.

7.2 Any parking fees, penalties or fines incurred as a result of insufficient or restricted parking arrangements, where you are responsible for arranging parking, will be added to your bill.

7.3 If our vehicle has to park at a distance or if there are difficult access conditions such as narrow staircases or no lift, additional time and charges may apply.

7.4 We are not responsible for delays or additional costs caused by traffic, congestion, road works, accidents, or enforcement action outside our control, but we will use reasonable care and skill in planning routes and timings.

8. Handling of Goods

8.1 We will use reasonable care and skill in handling, loading, securing, transporting and unloading your goods.

8.2 Where you have packed your own goods, you are responsible for the quality and adequacy of the packing. We are not liable for damage arising from poor or inadequate packing, including use of unsuitable boxes, bags or containers.

8.3 We reserve the right to refuse to move any item that, in our professional judgment, cannot be moved safely or without risking damage to the item, the property, our staff or third parties.

8.4 It is your responsibility to disconnect, defrost and secure appliances before removal, unless we have expressly agreed to provide this service.

9. Waste, Disposal and Regulations

9.1 We are a removal service and not a licensed waste carrier unless stated otherwise. We do not routinely carry, remove or dispose of household waste, construction waste, garden waste or other refuse.

9.2 We will not carry items designated as controlled waste, hazardous waste, or any goods that require a specific waste carrier licence or special handling under environmental or health and safety regulations.

9.3 Where we agree to remove unwanted items, this will be limited to non-hazardous items that can be legitimately taken to appropriate recycling or reuse facilities. Additional charges will apply for this service.

9.4 You must not request or permit us to dispose of goods or materials unlawfully, including fly-tipping or leaving goods in communal areas or public spaces without permission.

9.5 You are responsible for ensuring that any disposal instructions you give us comply with all applicable environmental and waste regulations.

10. Liability and Limitations

10.1 We will not be liable for any loss or damage to goods unless such loss or damage arises as a direct result of our negligence or breach of contract.

10.2 We will not be liable for:

a. Loss or damage arising from inherent defects or vulnerabilities in the goods, including wear and tear, faulty design, or flawed construction.

b. Loss or damage to items that were not adequately packed or protected by you.

c. Loss or damage where you have instructed us to proceed against our professional advice.

d. Loss of earnings, loss of profits, loss of business, or any other indirect or consequential losses.

10.3 Our total liability for any single event or series of connected events will not exceed the value of the goods directly affected or a reasonable estimate of their current market value, whichever is lower, subject to any specific written agreement with you.

10.4 You should arrange your own insurance to cover the full value of your goods during removal and transit. Our charges do not include insurance for your goods unless agreed in writing.

10.5 We will not be responsible for delays, cancellations or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, pandemics, or acts of government or public authorities.

11. Claims and Complaints

11.1 Any visible loss or damage to goods or property should be reported to our team as soon as reasonably possible on the day of the move.

11.2 Any formal complaint or claim must be submitted to us in writing, providing full details of the incident, the items affected, and supporting evidence such as photographs.

11.3 Complaints or claims should normally be made within 7 days of the services being completed. We may decline to consider claims made outside this timeframe unless there are exceptional circumstances.

11.4 We will investigate your complaint and respond within a reasonable timeframe. You agree to cooperate with any reasonable requests for information or evidence needed to assess your claim.

12. Property Damage

12.1 We will take reasonable care to avoid damage to your property during the provision of services.

12.2 We are not liable for minor cosmetic damage such as scuffs, marks or scratches to floors, walls or doorways where these are reasonably incidental to moving large or heavy items through tight spaces, provided we have acted with reasonable care.

12.3 You are responsible for protecting floors, carpets and delicate surfaces prior to our arrival if you require additional protection beyond our standard precautions.

13. Time Estimates

13.1 Any time estimates given for arrival, loading, unloading, or journey duration are genuine estimates only and are not guaranteed.

13.2 We will not be liable for any loss, including missed appointments or additional costs, arising from delays, provided we have used reasonable care and skill in planning and performing the services.

14. Privacy and Data

14.1 We may collect and process personal information about you in order to manage bookings, provide services, and handle payments and queries.

14.2 We will handle your information in accordance with applicable data protection laws and will only use your information for legitimate business purposes in connection with the provision of our services.

15. Governing Law and Jurisdiction

15.1 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.

15.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16.2 No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach.

16.3 We 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 that booking.

16.4 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence or understandings.