Terms and Conditions for Man With Van Stroud Green
These Terms and Conditions set out the basis on which Man With Van Stroud Green (“we”, “us”, “our”) provides removal, transport, loading, unloading, and related moving services to customers (“you”, “your”). By making a booking, requesting a quotation, or allowing us to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. They are designed to clarify responsibilities, manage expectations, and ensure a smooth moving experience for all parties involved.
Booking process. A booking may be made by telephone, email, online enquiry, or any other method we make available from time to time. When you request a quotation for a man with van service, we may ask for details including the collection and delivery addresses, access conditions, the date and preferred time, the size and type of items, whether any lifting equipment is needed, and whether there are special requirements such as disassembly, packing assistance, or fragile items. Any quotation is based on the information you provide. If the information changes, we reserve the right to revise the quotation, time estimate, or service plan. A booking is only confirmed once we have accepted your request and, where applicable, received any required deposit or written confirmation.
You are responsible for ensuring that all information supplied during the booking process is complete and accurate. This includes details about parking restrictions, stair access, lifts, long carries, weight, and any hazards that may affect safe performance of the work. If the service requested differs from the original description, we may need to amend the price or decline to proceed if the task cannot be completed safely. We may also refuse to transport items that are prohibited, unlawful, dangerous, or unsuitable for carriage in a vehicle used for domestic or commercial removals.
Payments. Unless stated otherwise in writing, payment is due on completion of the service on the day of the move. We accept the payment methods that we notify to you at the time of booking or before the job begins. For larger jobs, we may require a deposit to secure the date and time. Any deposit paid will be deducted from the final balance unless otherwise agreed. If we agree to provide a fixed quotation, that quotation will apply only to the exact scope of work described in the booking confirmation. Additional charges may apply for waiting time, additional labour, extra mileage, tolls, parking charges, congestion or access fees, or any work not included in the original agreement.
All prices are stated in pounds sterling unless otherwise specified. Where a quotation is based on an hourly rate, the minimum charge and any call-out fee will be explained before the booking is confirmed. Time may be calculated from the agreed start time, including reasonable delays caused by access issues, customer requests, or circumstances beyond our control. If payment is not made when due, we may charge interest and reasonable recovery costs to the extent permitted by law. We reserve the right to suspend or cancel services if payment terms are not met. Any discounts, promotional prices, or special rates are offered at our discretion and may be withdrawn at any time before confirmation.
Cancellations and changes. If you need to cancel or reschedule a booking, please notify us as early as possible. Cancellations made with sufficient notice may avoid charges, but deposits may be non-refundable if expressly stated at the time of booking. If you cancel after we have already attended, or if we are unable to complete the work because you are not present, the premises are inaccessible, or the items are not ready for collection, you may be charged a call-out fee, waiting time, or the full agreed minimum charge. We may cancel or postpone a service if adverse weather, road closures, vehicle failure, staff illness, unsafe conditions, or any other event outside our reasonable control prevents us from performing the work safely or on time.
Where we need to change a booking for operational reasons, we will make reasonable efforts to offer an alternative time or date. However, we do not accept liability for indirect losses arising from a cancellation or delay caused by circumstances beyond our control. If you wish to change the scope of work, such as adding more items, changing addresses, or requesting packing materials, this must be agreed before the work is undertaken. Any change may result in a revised price or revised schedule. Your booking is personal to you and may not be transferred to another person without our consent.
Liability and service standards. We will use reasonable care and skill when carrying out services. Our team will handle your belongings carefully and in a professional manner, but you are responsible for ensuring that items are suitably packed, labelled, and fit for transport unless we have expressly agreed to provide packing services. We are not responsible for pre-existing damage, wear and tear, or damage resulting from inadequate packing, structural weakness, concealed defects, or customer handling before collection. You should notify us of any valuable, fragile, or irreplaceable items before the job begins so that suitable precautions can be considered. Unless expressly agreed in writing, we do not provide specialist handling for pianos, antiques, artwork, fine furniture, or high-value goods.
To the fullest extent permitted by law, our liability for loss or damage caused by our negligence will be limited to the reasonable repair or replacement cost of the affected item, taking into account age, condition, and depreciation. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. If any item is damaged in transit, you must notify us as soon as reasonably practicable and in any event within a reasonable period after delivery, providing details and supporting evidence. We may require inspection of the item before agreeing any resolution.
Customer obligations. You must ensure that the items to be moved are ready for loading at the agreed time and that the collection and delivery locations are accessible and safe. This includes arranging parking where necessary, securing any permissions required for vehicle access, and removing obstacles that could delay the move. You must also make us aware of any special risks such as narrow staircases, unmade surfaces, low ceilings, or restricted entrances. If our team reasonably believes that an item cannot be moved safely without risk to people or property, we may refuse to move it or may require additional assistance or equipment before proceeding.
You are responsible for backing up and protecting any computers, devices, or data storage media before the service begins. We do not accept liability for data loss, software failure, or electronic faults unless caused directly by our negligence and proven on the balance of probabilities. You must also ensure that any appliances are disconnected, emptied, and defrosted where required before collection. Any item containing fuel, gas, chemicals, explosives, or other hazardous contents must not be presented for transport unless we have specifically agreed in writing and all legal requirements have been met. We may refuse such items without liability.
Waste regulations and prohibited items. We operate in accordance with applicable UK waste management rules, including the requirements relating to controlled waste, duty of care, and lawful disposal. If you ask us to remove unwanted items, packaging, or waste as part of a move, we will only do so where it is lawful and safe to do so. You must tell us the nature of any waste before collection. Certain materials may require specialist handling, licensing, or transfer documentation. We may decline to remove items that are classed as hazardous waste, electrical waste, asbestos, chemicals, paint, solvents, oils, clinical waste, pressurised containers, or any item that cannot lawfully be transported or disposed of through ordinary household or business waste routes.
Where waste removal is agreed, ownership of the waste passes to us only once it is lawfully collected for disposal or transfer in accordance with applicable regulations. You confirm that any waste you present for removal is yours to transfer and that it has not been mixed with prohibited substances or concealed hazards. You must not request that we dispose of items illegally, fly-tip waste, or leave materials in an unauthorised place. If we suspect that an item is unsafe or unlawful to move, we may refuse it and may report matters where legally required. Any extra costs arising from contaminated, misdescribed, or improperly sorted waste may be charged to you.
Insurance and claims. We maintain insurance arrangements that are appropriate for the nature of the services we provide, but insurance is not a substitute for proper packing, declaration of value, or compliance with these terms. If you wish to rely on enhanced protection for particularly valuable items, you must disclose this before the move and obtain written agreement. Claims for loss or damage must be notified promptly and supported by evidence such as photographs, receipts, repair estimates, or proof of ownership. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any remedy.
Delays, force majeure, and performance. We will use reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by traffic, weather, road conditions, vehicle issues, loading complexity, or delays caused by previous jobs. We are not liable for failure to perform or for delay caused by events outside our reasonable control, including extreme weather, fire, flood, accident, industrial action, civil disturbance, or government restrictions. In such cases, performance may be postponed or cancelled without liability other than refunding any payment for services not supplied, where required by law or agreed in writing.
We may use subcontractors or additional personnel to carry out all or part of the service. Where we do so, we remain responsible for the standard of the service provided, subject to these terms and any statutory rights you may have. You must not attempt to instruct our staff to perform unsafe work, exceed vehicle limits, or breach legal requirements. If, in our reasonable opinion, a task poses a risk to safety, property, or compliance, we may stop work until the issue is resolved or withdraw from the job if necessary. Any wasted time resulting from unsafe instructions or unavailable access may be charged.
Complaints. If you are dissatisfied with any aspect of the service, please raise the issue as soon as possible so we can review it promptly. We may ask for photographs, a written description, or other evidence to help us assess the matter. We aim to deal with concerns fairly and in good faith. However, nothing in these terms prevents you from exercising any rights you may have under consumer protection legislation. If a term in these conditions is found to be unenforceable, the remaining terms will continue in full force. Any waiver of a breach must be in writing and should not be taken as a waiver of any later breach.
Governing law. These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law requires otherwise. By booking with Man With Van Stroud Green, you acknowledge that you have read, understood, and agreed to these terms and that they form the contractual basis for the services supplied. Nothing in these terms affects any rights you cannot lawfully exclude. These terms apply to all bookings unless varied in writing and confirmed by us.