Man with Van Upper Norwood Terms and Conditions

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

1. Definitions

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

1.1 "Company", "we", "us" and "our" refer to the provider of man and van and removal services trading as Man with Van Upper Norwood.

1.2 "Customer", "you" and "your" refer to the person, firm or organisation booking or using our services.

1.3 "Services" means any removal, collection, delivery, packing, loading, unloading, transportation, or related services provided by us.

1.4 "Goods" means all items, furniture, belongings, and property in respect of which we provide the Services.

1.5 "Contract" means the agreement between you and us for the provision of the Services, incorporating these Terms and Conditions and any agreed quotation or booking confirmation.

2. Scope of Services

2.1 We provide man and van and removal services for residential and commercial customers, including but not limited to local moves, small office relocations, and transport of individual or multiple items.

2.2 Our standard services include the provision of a vehicle and one or more operatives to assist with loading, transportation, and unloading, as agreed at the time of booking.

2.3 Any additional services, such as packing, dismantling or reassembly of furniture, or storage assistance, will only be provided if expressly agreed in advance and may incur additional charges.

2.4 We reserve the right to refuse to carry any item which we reasonably consider to be unsafe, illegal, excessively heavy, inadequately packed, or likely to cause damage or injury.

3. Booking Process

3.1 Bookings must be made directly with us through our accepted communication channels. By placing a booking, you warrant that you have the authority to enter into a Contract with us.

3.2 When you request a quotation, you must provide accurate and complete information, including the addresses, access details, property type and size, floor levels, parking arrangements, dates and times, and a clear description and volume of the Goods to be moved.

3.3 Quotations are based on the information supplied by you and on the assumption of normal access, parking and working conditions. If the information provided is incomplete or inaccurate, or if circumstances change, we reserve the right to amend or withdraw the quotation and adjust the price accordingly.

3.4 A booking is only confirmed when we have accepted your request, provided confirmation of the agreed date, time, and charges, and, where applicable, received any required deposit or prepayment.

3.5 It is your responsibility to check the booking confirmation and notify us immediately of any errors or omissions. We are not liable for loss arising from incorrect information provided to us.

4. Charges and Payments

4.1 Our charges may be calculated on an hourly rate, a fixed price, or a combination of both, as specified at the time of booking.

4.2 The price quoted will usually exclude tolls, congestion and clean air zone charges, parking costs, ferry charges, storage fees, packing materials, and any additional labour, unless expressly stated. Such costs will be charged in addition where applicable.

4.3 If your move overruns the estimated time due to reasons beyond our reasonable control, including but not limited to delays in obtaining keys, inadequate packing, restricted access, or additional items not declared at the time of booking, additional charges will apply at the agreed hourly rate.

4.4 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move. We reserve the right to require a deposit or full prepayment for certain bookings, including long-distance removals or larger moves.

4.5 Payment must be made using the methods we accept at the time of service. We reserve the right to amend accepted payment methods from time to time.

4.6 If you fail to pay any amount due under the Contract, we may charge interest on the overdue amount, suspend further services, and retain Goods under our control as security until full payment is received, subject to applicable law.

5. Cancellations and Amendments

5.1 If you wish to cancel or amend your booking, you must notify us as soon as possible. All cancellations and changes are subject to the terms set out in this section.

5.2 For bookings cancelled more than 48 hours before the scheduled start time, no cancellation fee will usually be charged, though any non-refundable costs incurred by us on your behalf may still be payable.

5.3 For bookings cancelled within 24 to 48 hours of the scheduled start time, we reserve the right to charge up to 50 percent of the quoted price to cover allocated time and resources.

5.4 For bookings cancelled within 24 hours of the scheduled start time or on arrival of our vehicle and operatives at the collection address, the full quoted price may be charged.

5.5 If you wish to change the date, time, or scope of the Services, we will use reasonable efforts to accommodate your request, but this cannot be guaranteed and may be treated as a cancellation and new booking. Additional charges may apply.

5.6 We may cancel or reschedule the Services at any time in circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, or legal restrictions. In such cases, our liability will be limited to the rescheduling of services or refund of any advance payment, and we will not be responsible for consequential losses.

6. Customer Responsibilities

6.1 You are responsible for:

(a) Ensuring that you are legally entitled to move the Goods and that they are not stolen, prohibited, or illegally obtained.

(b) Packing all Goods safely and securely unless packing services have been expressly agreed as part of the Services.

(c) Properly labelling any fragile or high-value items and informing us in advance of their nature and approximate value.

(d) Ensuring that all items to be moved are ready for loading at the agreed time, including dismantling furniture where required unless this has been booked as an additional service.

(e) Arranging suitable parking at both collection and delivery addresses, including any necessary permits or visitor passes, and paying any associated charges.

(f) Ensuring safe and adequate access to the premises, including clear hallways, staircases, and lifts.

6.2 You must not request our operatives to perform any act that is unsafe, illegal, or likely to cause damage to property, vehicles, or persons. If our operatives reasonably consider any requested activity to be unsafe or inappropriate, they may refuse to carry it out.

7. Excluded and Restricted Items

7.1 Unless expressly agreed in writing, we do not carry:

(a) Hazardous, dangerous, or illegal items including explosives, flammable liquids, gas cylinders, chemicals, and firearms.

(b) Live animals, plants, or perishable goods.

7.2 If we discover that any such excluded items have been included without our knowledge, we may remove, dispose of, or leave them behind at your risk and expense, and we will not be liable for any loss or damage arising from this.

8. Waste Regulations and Disposal

8.1 We operate in accordance with relevant UK waste and environmental regulations. We are not a general waste disposal service and will not remove household refuse, rubble, or construction waste except where this has been expressly agreed and is compliant with applicable regulations.

8.2 We will not transport or dispose of any items that would cause us to be in breach of environmental, waste management, or duty of care requirements.

8.3 Where we agree to remove items for disposal or recycling, you confirm that you have the right to dispose of those items and that they are not hazardous. Additional fees may apply for such services.

8.4 We may refuse to remove or transport items which we reasonably suspect to be contaminated, unsafe, or in breach of waste regulations.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property is subject to the limitations set out in this section.

9.2 We are not liable for loss or damage arising from:

(a) Your failure to adequately pack or protect Goods unless we have provided a packing service.

(b) Inherent defects, pre-existing damage, or natural deterioration of Goods.

(c) Handling of Goods where we have advised that the method of moving is unsafe or likely to cause damage and you have nevertheless instructed us to proceed.

(d) Loss or damage to items that we have excluded from carriage or that you failed to declare as fragile or high value.

(e) Wear and tear, minor scuffs, or scratches that are consistent with normal handling and moving.

9.3 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed the reasonable replacement value of the affected Goods, subject always to any specific limits communicated to you in writing.

9.4 We are not liable for any indirect or consequential loss, including but not limited to loss of profit, loss of income, loss of business, loss of opportunity, or emotional distress.

9.5 You must inspect the Goods and premises as soon as reasonably practicable after completion of the Services and notify us of any visible loss or damage within 48 hours. For damage not reasonably apparent at the time of delivery, you must notify us within 7 days of the Service date. Failure to do so may affect our ability to investigate and may limit our liability.

10. Delays and Access Issues

10.1 While we will make reasonable efforts to arrive and complete the Services at the agreed time, arrival and completion times are estimates only and are not guaranteed.

10.2 We are not liable for any loss or expense you incur as a result of delays caused by events outside our reasonable control, including traffic, road closures, accidents, weather, or delays caused by third parties.

10.3 If we are unable to complete the Services due to access issues, lack of parking, or circumstances at the premises that we were not informed of in advance, we may charge for waiting time, additional labour, or rearranged services.

11. Insurance

11.1 We maintain insurance appropriate to the nature of our man and van and removal operations. Details of our insurance cover are available on request.

11.2 It is your responsibility to arrange any additional insurance you consider necessary to cover the full replacement value of your Goods or any specific risks not covered by our standard insurance.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our Services, you should raise the matter with us as soon as possible so that we have an opportunity to resolve the issue.

12.2 We will use reasonable efforts to investigate and respond to complaints promptly. You agree to cooperate with any reasonable requests for information or evidence.

12.3 If a dispute cannot be resolved between us through informal discussions, either party may seek to pursue their rights through the courts, subject to the governing law and jurisdiction clause in these Terms and Conditions.

13. Data Protection and Privacy

13.1 We collect and process personal information necessary to provide the Services, handle bookings, and manage our business. We will handle your data in accordance with applicable UK data protection laws.

13.2 We will not sell your personal data to third parties. We may share your data with trusted third parties only where necessary to deliver the Services or comply with legal obligations.

14. Variation of Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time you make your booking will apply to your Contract.

14.2 Any variation of these Terms and Conditions requested by you will only be valid if agreed by us in writing.

15. Severability

15.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Contract between you and us shall be governed by and construed in accordance with the laws of England and Wales.

16.2 You and we agree that 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 Services provided.

By confirming a booking with Man with Van Upper Norwood, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.