Man With Van Richmond upon Thames – Service Terms and Conditions

These Terms and Conditions set out the basis on which our man with van Richmond upon Thames service is provided. By making a booking, you agree to be bound by the terms below. Please read them carefully before confirming your reservation, as they explain how bookings are accepted, how charges are calculated, when payments are due, and what happens if a booking is changed or cancelled. They also describe the limits of our responsibility, the rules that apply to waste handling, and the legal framework governing the service.

These terms apply to domestic and commercial customers using our man and van Richmond upon Thames service, including loading, transport, unloading, and any agreed ancillary assistance. They are intended to be fair and transparent, and they should be read together with any written quotation, booking confirmation, or job description issued before the move. If anything in a quotation differs from these terms, the written quotation will take precedence only for the specific point identified, and only where confirmed by us in writing.

We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version that applies to your booking is the one in force on the date your booking is accepted. If a change is made after your booking has been accepted, it will not materially reduce your rights for that booking unless required by law.

1. Booking Process

All bookings for our Richmond upon Thames man with van service must be made in advance and are subject to availability. A booking request may be submitted by phone, email, online form, or any other method we accept. A request is not a confirmed booking until we have reviewed the job details, provided an estimate or quotation where appropriate, and issued a booking confirmation. We reserve the right to decline any request at our discretion, including where the job is outside our operational capacity or appears unsafe, unlawful, or unsuitable for the vehicle proposed.

When requesting a booking, you must provide accurate and complete information about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, stairs, lifts, packing requirements, and any items requiring special handling. You must also tell us about bulky, fragile, valuable, hazardous, or heavy items. If the information you supply is incomplete or incorrect, the quotation may need to be revised, delays may occur, or we may refuse to carry out the work. In such cases, any extra cost arising from the inaccurate information may be charged to you.

Once a booking is accepted, we will normally confirm the agreed date, time window, service type, and any key assumptions relevant to the move. You are responsible for ensuring that someone authorised to approve the job is present at the collection and/or delivery point, unless we have agreed otherwise in writing. If you ask us to leave items unattended, outside, or in a communal area, that instruction is at your own risk and may be refused if it creates security, safety, or access concerns.

2. Service Scope and Customer Responsibilities

Our man with van service Richmond upon Thames includes the transport of items agreed at the time of booking and reasonable assistance with loading and unloading, subject to the size, weight, and nature of the items and the access conditions at each location. We do not provide specialist removals unless specifically agreed, and we may refuse to move items that are unsafe to lift, legally restricted, inadequately packaged, or likely to cause damage to the vehicle or other property.

You are responsible for ensuring that all items are suitably packed, labelled, and ready for transit unless packing has been expressly included in the service. We recommend that fragile items, mirrors, electronics, artwork, and personal documents are packed using appropriate protective materials. We are not responsible for damage arising from poor packing, overfilled boxes, loose contents, or the failure of the customer to secure drawers, lids, doors, or fittings. You should also remove money, jewellery, confidential papers, keys, and other irreplaceable items before the service begins.

If access is restricted, delayed, or more difficult than reasonably expected, you must notify us as soon as possible. This includes parking limitations, blocked entrances, narrow stairways, no lift access, time-restricted loading bays, or the need for long carries from vehicle to property. Additional time, labour, or parking costs caused by access issues may be charged. Where the vehicle cannot park legally and safely close enough to load or unload, we may need to amend the service, reschedule it, or treat the situation as a cancellation by the customer.

3. Prices, Charges, and Payments

Prices are based on the information provided at booking and may be quoted as a fixed price, hourly rate, or a combination of both. Unless otherwise stated, charges may include vehicle use, driver time, loading assistance, waiting time, fuel, and basic transit insurance, but exclude congestion, parking, tolls, ferries, storage, specialist equipment, dismantling, packing materials, or other extras. Any additional services must be agreed before they are provided, and where possible, we will explain any revised cost in advance.

For hourly bookings, the time usually starts when the vehicle and crew arrive at the collection point, or at the time stated in the booking confirmation if different. Time continues until the job is completed or the crew is released, subject to minimum charging periods where applicable. Delays beyond our control, including customer lateness, incomplete preparation, lift breakdowns, waiting for keys, or inaccessible parking, may be charged as waiting time. Where a fixed price is agreed, the quote is based on the scope described at booking and may be adjusted if the job changes materially.

Unless we agree otherwise, payment is due on completion of the service and before unloading is finalised, or immediately after the job is completed. We may accept bank transfer, card payment, or another method stated in the booking confirmation. Any deposit paid in advance will be applied to the final invoice unless the booking is cancelled in accordance with these terms. If payment is overdue, we may charge interest and recover reasonable costs of collection as allowed by law. Title to any goods moved does not pass through our service, and payment obligations remain due even where a dispute arises over a separate matter unless the law states otherwise.

4. Cancellations, Changes, and Delays

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellations made within the permitted notice period will normally not incur a charge, although any non-refundable deposit or third-party cost already incurred may be retained or reclaimed if disclosed in the quotation. If you cancel at short notice, fail to provide access, or are not ready for collection when the crew arrives, a cancellation fee may apply to cover time, administration, and wasted travel.

If you need to amend the booking, including changing the date, address, number of items, or service requirements, we will try to accommodate the request, but changes are subject to availability. Significant alterations may require a new quotation. We are not liable for losses arising from delays caused by traffic, weather, road closures, public events, mechanical problems, or other events outside our reasonable control. Where a delay becomes substantial, we will make reasonable efforts to inform you and agree a revised arrangement where possible.

We may cancel or suspend the service where carrying out the work would be unsafe, unlawful, or materially different from what was agreed, including where you fail to disclose hazardous materials, the property is inaccessible, or the job would exceed the vehicle’s safe carrying capacity. In such cases, we may charge a reasonable fee for attendance, waiting time, or any completed part of the service. If we cancel due to our own fault and no alternative is offered, any prepayment for the cancelled portion will normally be refunded.

5. Liability, Insurance, and Damage

We take reasonable care when carrying out our man with van Richmond service and expect the same from our customers. Our liability is limited to direct loss or damage caused by our proven negligence, breach of contract, or failure to use reasonable skill and care. We do not accept responsibility for indirect or consequential losses, including lost profits, missed appointments, emotional distress, or business interruption, except where such exclusion is not allowed by law.

Any claim for damage, loss, or shortage must be reported to us as soon as reasonably possible and, where practicable, before the crew leaves the delivery location. You must give us a fair opportunity to inspect the item and the circumstances of the claim. Claims may be reduced or rejected where items were not properly packed, where damage was pre-existing, where the item was inherently fragile or unstable, or where you instructed us to perform a task that increased the risk. If a claim is accepted, our liability will normally be limited to repair, replacement, or a reasonable cash settlement at our discretion, subject to any applicable insurance arrangements and legal limits.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Customers are responsible for ensuring that items handed over for transport are legal to move, not stolen, not prohibited, and not likely to pose a danger to people, property, or the vehicle. Where an item causes damage due to being dangerous, improperly packed, or concealed in a way that we could not reasonably detect, you may be liable for resulting losses and costs.

6. Waste, Disposal, and Regulatory Compliance

If our service includes the removal of unwanted items or the transport of waste, it must be agreed in advance and handled in accordance with applicable waste regulations. We are not a general skip or fly-tipping service, and waste will only be collected where lawful, safe, and properly described. Customers must tell us what is being removed and whether it is household waste, bulky waste, electrical items, recyclable materials, or other regulated material. We reserve the right to refuse any item that is hazardous, contaminated, clinical, or otherwise unsuitable for carriage or disposal without special arrangements.

Where waste is taken away as part of the service, you confirm that you have the right to dispose of those items and that they are not subject to any special legal restriction. We may ask for further details or documentation if required to meet our obligations under waste carriage and disposal rules. You must not ask us to leave waste in unauthorised locations, on public land, or in a manner that could amount to unlawful dumping. Any instruction that would breach environmental law, duty of care obligations, or local disposal rules will be refused.

If an item is classified as electrical equipment, batteries, paint, solvents, gas canisters, sharp objects, or any other controlled material, separate handling arrangements may be needed and extra charges may apply. We may also reject items that are too heavy, unstable, leaking, odorous, or contaminated. Where prohibited or undeclared waste is discovered during the job, we may stop work immediately, charge for the time spent, and require the customer to remove the item or arrange lawful disposal at their own cost. The customer remains responsible for the accuracy of any description provided before collection.

7. General Terms

We may use subcontractors or substitute vehicles to perform all or part of the service, provided this does not materially reduce the standard of care. Any person acting on our behalf will be bound by obligations consistent with these terms. You may not assign or transfer your booking to another person without our consent. We may assign our rights under these terms where it does not adversely affect your rights.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Our failure to enforce a term on one occasion does not waive our right to enforce it later. No statement made during enquiry or quotation forms part of the contract unless confirmed in writing. These terms, together with the booking confirmation and agreed quotation, form the entire agreement between the parties for the booked service.

Governing law: These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. By placing a booking for our man with van service Richmond upon Thames, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.