Terms and Conditions

Man with Van Twickenham Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Twickenham provides removal, transport and related services within the United Kingdom. By making a booking, paying a deposit, or allowing work to commence, you confirm that you have read, understood and 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.

Client or you means the individual, company or organisation that books or receives services from Man with Van Twickenham.

Company, we or us means Man with Van Twickenham as the provider of the services.

Services means any man and van, removal, transport, loading, unloading, packing, assembly, disassembly, or related service supplied by the Company.

Vehicle means any van or other vehicle used to carry out the Services.

Goods means all items, boxes, furniture and personal property entrusted to us for the purposes of the Services.

Contract means the agreement between you and the Company for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation provided by us.

2. Scope of Services

The Company provides man and van and removal services, including collection, loading, safe transport and delivery of Goods as agreed at the time of booking. The scope of Services may include packing, unpacking, furniture dismantling and reassembly, or other associated tasks where expressly agreed in advance.

Any Services not specified or quoted for in writing will be treated as additional and may be charged at our prevailing hourly or fixed rates.

3. Booking Process

3.1 Booking request

You may request a booking by contacting the Company with details of your required service, including collection and delivery addresses, dates, access information, approximate volume or list of Goods, and any special requirements. All bookings are subject to availability and to our written or verbal confirmation.

3.2 Quotations

Any quotation provided is based on the information you supply and on normal access conditions. Quotations are estimates only unless expressly stated as a fixed price. The Company reserves the right to amend a quotation or apply additional charges where:

There are additional Goods not disclosed at the time of quotation.

Access is more difficult than advised, including but not limited to long walking distances, restricted parking, narrow staircases, or lack of lift where one was expected.

Work takes longer than reasonably anticipated due to circumstances beyond our control.

You request additional Services on the day of the move.

3.3 Confirmation of booking

A Contract is formed when the Company confirms acceptance of your booking and you accept the quotation or agree to proceed. We may require a deposit or partial prepayment to secure your booking. Until such deposit or prepayment is received, we are under no obligation to reserve a date or provide the Services.

4. Client Responsibilities

You agree to the following responsibilities.

To provide accurate and complete information regarding the nature, quantity and value of the Goods, as well as access conditions at both collection and delivery addresses.

To ensure that you have full authority to move the Goods and that they do not include prohibited or illegal items.

To arrange suitable parking, permits and access for the Vehicle at all relevant locations.

To ensure that the Goods are properly packed, secured and labelled, unless you have expressly arranged packing Services with the Company.

To be present, or to appoint an authorised representative to be present, during loading and unloading to provide instructions and to sign any job sheets or delivery notes.

To comply with all relevant laws, regulations and local rules relating to access, parking and waste.

5. Payments and Charges

5.1 Rates and pricing

Pricing may be on an hourly basis, fixed price, or a combination, as specified in your quotation. Time-based Services are usually charged from the time the Vehicle and operatives arrive at the collection address until completion of unloading or termination of the Service, including any waiting time due to delays beyond our control.

5.2 Deposits and prepayments

The Company may require a deposit or full prepayment at the time of booking. Deposits are generally non-refundable except as provided under the cancellation terms in these conditions.

5.3 Payment terms

Unless otherwise agreed in writing, payment is due immediately on completion of the Services on the same day. The Company accepts commonly used UK payment methods as advised at the time of booking. All charges are payable in pounds sterling.

For business clients with an agreed account, payment terms may be set out in a separate agreement or invoice. If no separate terms are agreed, payment shall be due within seven days of the date of invoice.

5.4 Late payment

Where payment is not received on time, the Company may charge interest on overdue amounts at the statutory rate permitted under UK law, accruing on a daily basis until payment is made. We may also suspend further Services or withhold delivery of Goods until all outstanding sums have been paid in full.

6. Cancellations and Changes

6.1 Client cancellations

If you need to cancel or postpone your booking, you must notify the Company as soon as possible. The following cancellation charges may apply.

Cancellation more than 7 days before the scheduled date: any deposit may be refunded or transferred at our discretion.

Cancellation between 7 days and 48 hours before the scheduled date: the Company may retain some or all of the deposit to cover lost booking time and administration costs.

Cancellation less than 48 hours before the scheduled date or on the day of the Service: the full quoted amount or a minimum charge may be payable, at the Companys discretion.

Any specific cancellation terms communicated in writing at the time of booking will take precedence over the general terms above where they differ.

6.2 Company cancellations or delays

While the Company aims to attend all bookings as agreed, we reserve the right to cancel or amend a booking due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, staff illness, accidents, strikes, road closures or other events of force majeure.

In such cases, we will endeavour to offer an alternative date or time, or to refer you to another service provider where possible. Our liability for cancellation or delay is limited to a refund of any amounts you have paid for Services not provided, and we are not liable for any consequential loss such as missed appointments, lost income, or additional costs incurred.

7. Access, Parking and Restrictions

You are responsible for ensuring that suitable access and legal parking are available for the Vehicle at both collection and delivery points. This includes arranging any necessary parking permits, permissions or visitor passes in advance.

Any fines, penalties or charges arising from inadequate parking arrangements, including parking tickets or clamping charges, may be added to your final bill if they result from incomplete or inaccurate information you provided or from your failure to arrange suitable parking.

The Company reserves the right to refuse to continue the Service if access is unsafe for our staff or Vehicle, or if carrying out the Service would violate local traffic regulations, building rules, or health and safety requirements.

8. Goods Not Accepted for Transport

Unless otherwise agreed in writing, the Company will not transport the following categories of Goods.

Explosives, weapons, ammunition or any items classified as hazardous, dangerous or illegal under UK law.

Flammable or combustible materials, including petrol, diesel, gas cylinders, solvents, paints or chemicals.

Perishable items that may spoil during transit, including fresh food or plants, unless expressly agreed.

Valuables such as cash, jewellery, precious metals, important documents, securities, or irreplaceable items of exceptional value.

Animals, live creatures or any items requiring special environmental conditions.

If such items are included without our knowledge, they are moved entirely at your risk and may be refused, removed or destroyed without compensation, where required for safety or legal compliance.

9. Liability and Insurance

9.1 Standard liability

The Company will exercise reasonable care and skill in handling, loading, transporting and unloading your Goods. Our liability for loss of or damage to Goods, where such loss or damage is caused by our negligence, is limited to a reasonable repair or replacement cost, subject to any exclusions or limitations set out in these Terms and Conditions.

9.2 Exclusions

The Company is not liable for.

Loss or damage arising from your failure to pack Goods properly when packing is carried out by you or a third party.

Loss or damage to fragile or delicate items not suitably protected, including glass, electronics, artwork, antiques and similar items, unless we have packed them ourselves.

Loss or damage caused by wear and tear, inherent defects, pre-existing damage, or Goods that are already defective or unstable.

Loss or damage resulting from normal movement, vibration or atmospheric changes during transit.

Loss of data or software, or any consequential or indirect loss such as lost profits, emotional distress, or loss of opportunity.

9.3 Limits of responsibility for certain items

Flat-pack furniture, self-assembled items and furniture with limited structural integrity are particularly vulnerable when moved. The Company does not accept liability for damage to such items where the damage arises from their inherent weakness, poor assembly, or previous wear and tear.

9.4 Client inspection and notification

You or your representative must inspect the Goods upon completion of the Service. Any visible damage or missing items must be reported to the driver or office as soon as reasonably possible. Claims for loss or damage should be made in writing within a reasonable period after the Service, and in any event no later than 7 days from the date of the move, so that we can investigate promptly.

10. Waste, Rubbish and Regulations

10.1 Waste removal compliance

The Company operates in accordance with applicable UK waste and environmental regulations. We are not a general rubbish removal or skip hire service and will not remove or dispose of waste unless this has been explicitly agreed as part of the booking.

10.2 Prohibited waste

We will not carry or dispose of hazardous or controlled waste, including chemicals, asbestos, medical waste, or electrical items that require special handling under waste regulations. If such items are presented for removal without prior agreement, we may refuse to carry them and may charge a reasonable fee for any time lost.

10.3 Client responsibilities for waste

Where we agree to take unwanted items or rubbish, you confirm that you have the right to dispose of these items and that they do not contain hazardous substances. You are responsible for providing accurate information about the nature of any waste. Any additional charges arising from the misdescription of waste or from non-compliance with regulations may be passed on to you.

11. Delays Outside Our Control

The Company is not responsible for delays caused by events outside our reasonable control, including heavy traffic, breakdowns, weather conditions, road closures, accidents, police incidents, or delays caused by third parties such as building management or previous occupants.

If such an event occurs, we will take reasonable steps to minimise its effect on the Services. However, we will not be liable for any resulting delay or for any indirect losses suffered by you. Time of arrival and completion is provided as an estimate only and is not guaranteed.

12. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of the Services, you should raise your concerns as soon as possible, ideally on the day of the move with the driver or our office, so that we have an opportunity to resolve the issue promptly.

Formal complaints should be submitted in writing with a clear description of the issue, supporting evidence such as photographs, and details of the date and location of the Service. We will review your complaint and aim to respond within a reasonable timeframe. Both parties agree to make reasonable efforts to resolve any dispute amicably before resorting to legal proceedings.

13. Privacy and Data

The Company will collect and process personal information such as your name, address and contact details for the purpose of administering bookings, providing Services and handling payments and enquiries. We will treat your information with care and will not sell your details to third parties. Your information may be shared with our staff, drivers, accountants or insurers where reasonably necessary for the performance of the Contract or to comply with legal obligations.

14. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. Any changes will apply to new bookings from the date of publication. The version of the Terms and Conditions that applies to your Contract will be the version in force at the time your booking is confirmed.

15. Severability

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

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

Both parties 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 their subject matter.

By proceeding with a booking or by allowing work to commence, you confirm that you accept these Terms and Conditions in full.