Terms and Conditions for Man with Van Kingston upon Thames

These Terms and Conditions set out the basis on which Man with Van Kingston upon Thames provides removal and related services. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. If you do not agree, you should not use our services.

1. Definitions

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

Client means the person, firm or company who requests and uses our services.

We, us, our means the Man with Van Kingston upon Thames service provider.

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

Goods means the items that you ask us to move, transport, handle or store.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

Our services generally include man and van removals, small and medium house or flat moves, office moves, single item and multiple item deliveries, and related loading and unloading within our operational area, including Kingston upon Thames and surrounding locations. Any specific service details or variations will be confirmed at the time of booking.

We reserve the right to decline any booking or particular item where, in our reasonable opinion, it is unsafe, unlawful, excessively heavy, fragile beyond our capabilities, or not suitably prepared or packaged for transport.

3. Booking Process

3.1 Booking requests

You may request a booking by providing us with full and accurate information about the move, including addresses, access details, property type, number and nature of items, and any special requirements. Quotations are based on the information you provide; if that information is incomplete or inaccurate, additional charges may apply.

3.2 Confirmation of booking

The contract is formed when we confirm in writing or verbally that your booking is accepted and provide you with a date, time window, and price estimate or fixed fee. We may request further details or clarifications before confirming.

3.3 Changes to bookings

You must inform us as soon as possible if you wish to change the date, time, addresses, scope of work, or other key details of your booking. Any changes are subject to availability and may result in a revised quotation or additional charges.

4. Quotations and Pricing

4.1 Nature of quotations

Unless stated otherwise, our quotations are based on the information you provide about the volume of goods, distance, access conditions and required number of staff and vehicles. Quotations may be provided on an hourly rate or fixed price basis and will specify which applies.

4.2 Exclusions

Unless expressly agreed in writing, our prices do not include packing materials, dismantling or reassembling furniture, disconnecting or reconnecting appliances, parking fees, congestion charges, tolls, storage charges, or disposal charges. These may be added separately where applicable.

4.3 Additional charges

We reserve the right to charge additional fees where:

The job takes longer than estimated due to circumstances beyond our control, including but not limited to inadequate access, waiting time, delayed keys, or additional items not disclosed at the time of booking.

There is restricted access, such as narrow staircases, long carrying distances, lift unavailability, or parking restrictions requiring extra time or effort.

Special handling is required for fragile, heavy, bulky or high-value items.

5. Payments

5.1 Payment methods

We accept payment by commonly used secure methods, which will be communicated to you at the time of booking. We do not accept cash by post. All payments must be made in the currency specified on our quotation or invoice.

5.2 Payment timing

Unless otherwise agreed, payment is due either in advance of the service date or immediately upon completion of the job on the day of the move. For longer or larger moves, we may require a deposit to secure your booking and may request full or partial prepayment.

5.3 Late or non-payment

If payment is not received when due, we may suspend or cancel the services, retain goods until payment is made in full, and charge reasonable interest or late payment fees as permitted by law. You will be responsible for any costs we incur in recovering overdue sums.

6. Cancellations and Amendments

6.1 Client cancellations

If you wish to cancel your booking, you must inform us as early as possible. Cancellation charges may apply as follows, unless otherwise stated in your specific quote:

Cancellation more than 72 hours before the scheduled start time: no cancellation fee, and any deposit paid may be refunded or credited at our discretion.

Cancellation between 24 and 72 hours before the scheduled start time: we may charge up to 50 per cent of the quoted price or retain your deposit.

Cancellation less than 24 hours before the scheduled start time, or failure to be present or provide access: we may charge up to 100 per cent of the quoted price.

6.2 Our right to cancel or amend

We reserve the right to cancel or reschedule the services in the event of circumstances beyond our reasonable control, including extreme weather, vehicle breakdown, staff illness, road closures, or safety concerns. In such cases, we will offer a new date and time as soon as reasonably practicable. If we cancel without offering an alternative, any prepayments you have made for the affected booking will be refunded.

7. Client Obligations

7.1 Access and preparation

You are responsible for ensuring that we have suitable access to the collection and delivery addresses, including arranging parking permits where necessary, and that driveways and entrances are reasonably clear. You must ensure that goods are ready to move and, where applicable, properly packed and labelled.

7.2 Packing and protection

Unless we have agreed to provide packing services, it is your responsibility to pack your goods safely and securely. Breakable or fragile items should be properly protected. We will handle goods with reasonable care but cannot be held responsible for damage arising from poor or inadequate packing that you have carried out.

7.3 Presence on site

You or your authorised representative should be present at the collection and delivery locations to provide instructions, confirm items, and check the premises at the end of the move. You are expected to check that nothing has been left behind. We are not responsible for items that were not presented to us to move.

8. Goods Not Accepted for Transport

We do not accept the following items for transport unless expressly agreed in writing and appropriately prepared:

Hazardous, flammable or explosive materials, including gas cylinders, fuel, paint, chemicals, or solvents.

Illegal goods, stolen items, or items that you do not lawfully own or have permission to move.

Perishable goods, live plants or animals.

Cash, securities, jewellery, precious metals, or irreplaceable items such as important documents, artwork of exceptional value, or heirlooms, unless specifically declared and agreed.

If we discover such goods without prior agreement, we may refuse to move them, and you may be charged for any associated costs or delays.

9. Liability and Limitations

9.1 Our duty of care

We will carry out the services with reasonable skill, care and diligence. However, our liability is limited as set out in this section.

9.2 Loss or damage to goods

We are not liable for loss or damage to goods where:

The goods were not adequately packed by you or a third party.

The damage arises from normal wear and tear, pre-existing defects, or the inherent nature of certain items, such as fragile or self-assembled furniture.

The goods include items we have excluded or not agreed to transport.

The loss or damage occurred when items were in the care of another carrier or third party you engaged.

9.3 Maximum liability

Subject to applicable law, our total liability for any claim or series of related claims arising out of a single booking shall not exceed a reasonable limit based on the value of the goods actually moved and the fees paid for the services. We may specify a particular financial limit at the time of quotation. You should arrange your own insurance for higher-value items if required.

9.4 Exclusion of certain losses

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress. We are not responsible for delays caused by traffic, road conditions, or events beyond our control, although we will use reasonable efforts to meet agreed timescales.

9.5 Damage to property

We will take reasonable care to avoid damage to property at collection and delivery addresses. You must point out any vulnerable areas such as weak banisters, recently painted walls, or delicate flooring. Our liability for damage to property is limited to the cost of repair or reasonable compensation, subject to our overall liability limits.

10. Claims and Complaints

10.1 Notification of issues

If you believe that goods have been lost or damaged, or you are dissatisfied with our services, you must inform us as soon as possible and, in any event, within a reasonable time after completion of the services. Where practical, issues should be noted on completion of the job.

10.2 Evidence

You should provide reasonable evidence of any loss or damage, including photographs, descriptions, and receipts where available. We may inspect the items or premises and will work with you to investigate the matter.

10.3 Resolution

We will review and respond to complaints in a fair and timely manner. Where appropriate, we may offer repair, replacement, a goodwill gesture, or partial refund, subject to the limitations of liability in these terms.

11. Waste and Disposal Regulations

11.1 Waste carrier compliance

Where we provide removal of unwanted items, rubbish, or household waste, we will act in accordance with applicable UK waste regulations. We will not dispose of items illegally or in an unauthorised location.

11.2 Client responsibilities

You must accurately describe any items you ask us to remove for disposal and confirm whether they include electrical goods, hazardous materials, or bulky waste. Additional charges may apply depending on the nature and volume of waste.

11.3 Prohibited waste

We do not carry or dispose of hazardous or controlled waste, including chemicals, asbestos, medical waste, gas bottles, or similar materials. You are responsible for arranging lawful disposal of such items with specialist providers.

12. Parking, Access and Local Charges

You are responsible for arranging any parking permits or authorisations at collection and delivery addresses. Any parking fines incurred due to incorrect or unavailable permits, unreasonable restrictions, or instructions from you may be added to your bill. Congestion charges, tolls or similar local fees relating to your move may be recharged to you where applicable.

13. Insurance

We maintain standard business and vehicle insurance appropriate for a man and van removal service operating in the UK. This does not replace your own responsibility to insure your belongings. We strongly recommend that you arrange adequate contents or transit insurance for your goods before the move, particularly for high-value items.

14. Privacy and Data Protection

We will collect and use your personal information only for the purposes of managing your booking, providing services, processing payments, and handling enquiries or complaints. We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary to provide the services, comply with the law, or with your consent.

15. Amendments to These Terms

We may update or amend these Terms and Conditions from time to time. The version that applies to your booking will be the version in force at the time your booking is confirmed. You are encouraged to review these terms periodically for any changes.

16. 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. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim, except where local consumer protection laws provide otherwise.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and us in relation to the services. You acknowledge that you have not relied on any statement or representation that is not expressly set out in the contract.

By proceeding with a booking and using our man and van services in Kingston upon Thames and surrounding areas, you confirm your acceptance of these Terms and Conditions.