Terms and Conditions

Man with Van Twickenham Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Twickenham provides removal, transport and associated services to private and business customers. By making a booking, using our services, or allowing work to begin, 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:

Customer means the person, firm or organisation requesting or accepting the services.

Company means Man with Van Twickenham providing the services.

Services means removal, transport, loading, unloading, packing assistance, furniture handling, and any related services agreed in writing.

Goods means the items, belongings, furniture, equipment or materials that are the subject of the services.

Vehicle means any van or other transport used by the Company in providing the services.

Order means the confirmed booking or written agreement for services.

2. Scope of Services

The Company provides man and van and small removals services, including local and regional transport of household goods, office items and similar property. Services may include loading, unloading and basic positioning of items at the delivery address, as agreed at the time of booking.

The Company does not offer specialist removal services such as pianos, safes, hazardous materials or high-value art unless expressly agreed in writing in advance. The Company reserves the right to refuse to handle any item which it reasonably considers unsafe, illegal, excessively heavy, or likely to cause damage to the Vehicle, premises, Goods or personnel.

3. Booking Process

3.1 Quotation

Quotations are usually provided based on the information supplied by the Customer, including but not limited to addresses, access conditions, volume of Goods, and any special requirements. Quotations are estimates only and may be revised if the information provided is incomplete or inaccurate, or if circumstances change on the day of the move.

3.2 Confirming a Booking

A booking is only confirmed when the Company has accepted the Order and, where requested, the Customer has paid any required deposit. Verbal or provisional quotes do not constitute a binding contract.

3.3 Information Required

The Customer must provide accurate details of:

Pickup and delivery addresses and any additional stops.

Parking availability and any restrictions such as permits, time limits, height limits or loading bays.

Access conditions including stairs, lifts, distance to the Vehicle and any obstacles.

Approximate size, quantity and nature of the Goods.

Any items requiring special handling, disassembly or reassembly.

If on arrival the actual requirements differ significantly from those described, the Company may adjust the price, alter the service, or decline to proceed if it is impractical or unsafe.

4. Customer Responsibilities

The Customer must:

Ensure that all Goods are packed safely and securely, unless packing has been expressly agreed as part of the services.

Be present or represented at pickup and delivery addresses to provide access, directions and instructions.

Ensure that all necessary permissions for parking, access and building use have been obtained in advance, including any permits or authorisations required by third parties.

Ensure that Goods are ready to be moved at the agreed time, with appliances disconnected, furniture emptied where necessary, and pathways clear.

Advise the Company of any fragile or high-value items before loading.

The Company is not responsible for the disconnection or reconnection of appliances, fixtures, or fittings, unless specifically agreed in writing.

5. Charges and Payment Terms

5.1 Pricing

Charges may be calculated by hourly rate, fixed price, or a combination of both, as stated in the quotation or confirmation. Additional charges may apply for waiting time, extended loading or unloading times, extra labour, tolls, congestion or clean air zone charges, parking fees, long carries, or unforeseen access difficulties.

5.2 Deposits

The Company may require a deposit to secure a booking. Deposits are normally non-transferable and may be non-refundable as described in the cancellation section below.

5.3 Payment

Unless agreed otherwise in writing, payment is due on completion of the services on the day of the move. For larger moves or commercial work, the Company may require part or full payment in advance.

Payment methods accepted will be explained during the booking process. The Company reserves the right to withhold delivery of Goods or cease loading or unloading if payment terms are not met.

5.4 Overruns and Additional Work

If the job duration exceeds the time estimated due to reasons outside the Companys control, such as delays caused by the Customer, third parties or access issues, the additional time will be charged at the agreed hourly rate or reasonable rate in force at the time.

6. Cancellations, Postponements and Delays

6.1 Cancellation by the Customer

If the Customer wishes to cancel or postpone the booking, notice must be given as early as possible. The following may apply unless agreed otherwise:

If cancellation occurs more than 72 hours before the scheduled start time, any deposit paid may be returned or applied to a future booking, at the Companys discretion.

If cancellation occurs within 72 hours of the scheduled start time, the Company may retain some or all of the deposit and may charge a cancellation fee up to a reasonable proportion of the quoted price.

Short-notice cancellations on the day of the move or after the Vehicle has been dispatched may be charged at the full quoted rate.

6.2 Postponement

Postponements will be treated as cancellations and new bookings unless the Company confirms otherwise. The ability to transfer deposits or reschedule is subject to availability and the Companys discretion.

6.3 Cancellation by the Company

The Company may cancel or suspend services where:

The Customer has not provided accurate or complete information.

It is unsafe or illegal to carry out the work.

Extreme weather, accidents, road closures or other events beyond the Companys reasonable control prevent the service from being carried out.

In such cases, the Company will use reasonable endeavours to offer an alternative date or partial service. The Companys total liability will be limited to the refund of any deposit or prepayment for services not performed.

7. Liability and Limitations

7.1 General Duty of Care

The Company will exercise reasonable skill and care in handling, loading, transporting and unloading Goods. However, the Customer acknowledges that man and van services involve some inherent risk of minor damage or wear, especially where items are not professionally packed.

7.2 Excluded Items

The Company will not be liable for loss or damage to:

Cash, jewellery, watches, precious metals, or other valuables.

Important documents, deeds, securities, or data.

Plants, animals, perishable goods, or items requiring special environmental conditions.

Hazardous, explosive or illegal items.

These items should not be included in the Goods unless expressly agreed in writing and subject to additional terms.

7.3 Packing and Pre-existing Damage

The Company is not liable for damage arising from inadequate packing by the Customer or a third party, including contents of boxes, drawers and containers. The Company is also not responsible for pre-existing damage, wear and tear, structural weakness or inherent defect in furniture or appliances.

7.4 Indirect and Consequential Loss

The Company will not be liable for indirect or consequential losses such as loss of profit, loss of use, emotional distress, or costs arising from missed work, delays in property transactions or appointments.

7.5 Limits of Liability

To the fullest extent permitted by law, the Companys total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall be limited in aggregate to a reasonable amount having regard to the nature and value of the Goods and the price paid for the services.

Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

8. Insurance

The Company maintains appropriate cover for its operations as required by law. The Customer remains responsible for ensuring that their own contents or business insurance is adequate and in force for the duration of the move, particularly for high-value items.

Additional cover for specific items or higher limits may be arranged by the Customer at their own cost. The Company does not provide advice on insurance suitability.

9. Parking, Access and Charges

The Customer is responsible for arranging suitable parking for the Vehicle at pickup and delivery locations. This may include obtaining permits or paying parking fees where required.

Any parking charges, penalty charge notices, towing or enforcement costs incurred as a direct result of the Customers instructions, absence of suitable parking, or failure to obtain permissions may be charged to the Customer.

If the Vehicle must be parked at a distance from the address due to restrictions, additional time and labour for carrying Goods may be charged.

10. Waste, Disposal and Regulations

10.1 Waste Carrier Rules

The Company operates in accordance with relevant UK waste and environmental regulations. Where Goods are to be disposed of, they must be clearly identified and agreed with the Company in advance. The Company will only transport waste to authorised facilities or services.

10.2 Prohibited Waste

The Company will not carry controlled, hazardous or prohibited waste, including but not limited to chemicals, asbestos, gas bottles, paint, solvents, medical waste or items classified as dangerous. The Customer must not present such items for collection or disposal.

10.3 Household Rubbish and Unwanted Items

General household rubbish, builders waste or bulky items for disposal may incur additional charges based on weight, volume, disposal fees and travel time. These charges will be explained as part of the quotation wherever possible.

If, during the service, items not previously declared as waste are requested to be disposed of, the Company may either refuse or agree subject to additional charges.

11. Customer Claims and Complaints

Any visible loss or damage to Goods or property should be reported to the Company as soon as reasonably possible, ideally before the team leaves the delivery address. The Customer should provide details, photographs and any other relevant information to allow the Company to assess the claim.

Complaints relating to service quality, delays, conduct or charges should also be raised promptly. The Company will investigate in good faith and respond within a reasonable timeframe. Failure to report issues promptly may affect the Companys ability to investigate and may limit any compensation that might otherwise be payable.

12. Force Majeure

The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events or circumstances beyond its reasonable control. These may include but are not limited to extreme weather, accidents, road closures, traffic congestion, breakdowns, strikes, civil unrest, or acts of public authorities.

In such circumstances, the Company will take reasonable steps to minimise disruption and, where feasible, rearrange services. However, schedules and arrival times are estimates and are not guaranteed.

13. Data Protection and Privacy

The Company collects and processes personal information about Customers for the purposes of taking bookings, delivering services, managing accounts and handling enquiries or complaints. Personal information is handled in accordance with applicable data protection laws in the United Kingdom.

The Company will not sell Customer data to third parties. Information may be shared with partners or subcontractors only where necessary to deliver the services.

14. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or the services provided, 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 their subject matter.

15. General Provisions

If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach. No third party shall have any rights under the Contracts Rights of Third Parties Act 1999 to enforce any term of this agreement.

The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that booking.

By confirming a booking with Man with Van Twickenham, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.