Man with Van Richmond Upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Richmond Upon Thames provides man and van, local removals, and related transport services within Richmond upon Thames and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "Company" means Man with Van Richmond Upon Thames, the provider of the services described in this document.

1.2 "Customer" means the individual or business that books or uses the services of the Company.

1.3 "Services" means any man and van service, local or longer-distance removal, collection, delivery, loading, unloading, or associated work undertaken by the Company.

1.4 "Goods" means all items, furniture, boxes, belongings, equipment, or other property that the Company is asked to move, transport, handle, or store temporarily in the course of the Services.

1.5 "Service Area" means Richmond upon Thames and any other areas within which the Company agrees to provide Services from time to time.

1.6 "Contract" means the agreement between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and small to medium removals services, including the transportation of household and office Goods, loading and unloading assistance, and related activities as agreed at the time of booking.

2.2 The Company does not provide professional packing or dismantling and reassembly services unless expressly agreed in advance as part of the booking, and any such agreement may be subject to additional charges.

2.3 The Company reserves the right to refuse to transport any Goods that, in its reasonable opinion, are unsafe, illegal, highly valuable, delicate beyond ordinary handling standards, inadequately packed, or otherwise unsuitable for transport in a man and van vehicle.

2.4 The Customer is responsible for ensuring that the Services booked are appropriate for the scale and nature of the move, including suitable vehicle size and the number of helpers required.

3. Booking Process

3.1 Bookings can be made by the Customer through the Company’s accepted booking channels, which will be communicated to the Customer at the time of enquiry.

3.2 When making a booking, the Customer must provide accurate and complete information, including:

(a) collection and delivery addresses;

(b) access details at both locations, including stairs, lifts, parking restrictions, and any known obstacles;

(c) the approximate volume, nature, and description of Goods;

(d) preferred date and time of the move;

(e) any special handling requirements or items of unusual size, weight, or fragility.

3.3 Any quote or estimate provided is based on the information supplied by the Customer. The Company reserves the right to adjust the price if the information proves to be incomplete or inaccurate, or if the circumstances at the time of the job differ significantly from those described during booking.

3.4 A booking is only confirmed once the Customer has accepted the quote and, where required, paid any deposit specified by the Company. The Company may decline a booking at its discretion.

4. Pricing and Payments

4.1 Prices may be charged on a fixed-fee basis, a time-based (hourly) basis, or a combination of both, as specified at the time of booking.

4.2 The quoted price will normally exclude congestion charges, parking fees, toll charges, and any local authority charges, unless expressly stated otherwise. These costs, if incurred, will be payable by the Customer in addition to the quoted price.

4.3 The Company will inform the Customer of accepted payment methods, which may include cash, card, or bank transfer. Payment terms will be communicated before the booking is confirmed.

4.4 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the move. For longer or higher value jobs, the Company may require a deposit or partial prepayment.

4.5 If payment is not received when due, the Company reserves the right to charge reasonable late payment fees and, in the case of business Customers, statutory interest in accordance with applicable UK law.

4.6 The Customer shall not be entitled to withhold any payment by way of set-off, counterclaim, or deduction without the prior written consent of the Company.

5. Cancellations and Amendments

5.1 The Customer may cancel or amend a booking by notifying the Company through the same or another accepted communication channel used at the time of booking.

5.2 If the Customer cancels the booking more than 48 hours before the agreed start time, any deposit paid may be refundable or transferable at the Company’s discretion, subject to an administrative charge.

5.3 If the Customer cancels within 48 hours of the agreed start time, the Company reserves the right to retain all or part of any deposit and to charge a cancellation fee, which may be up to 50 percent of the estimated job value.

5.4 If the Customer cancels on the day of the move or after the crew has been dispatched, the Company may charge up to 100 percent of the agreed or minimum fee to cover time and costs incurred.

5.5 If the Customer wishes to change the date, time, or details of the booking, the Company will make reasonable efforts to accommodate the amendment, but cannot guarantee availability. Changes may result in an adjusted price.

5.6 The Company reserves the right to cancel or reschedule a booking in circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or traffic disruption. In such cases, the Company will provide as much notice as reasonably possible and, where appropriate, offer an alternative date or a refund of any deposit paid. The Company shall not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

6. Customer Responsibilities

6.1 The Customer is responsible for:

(a) ensuring that Goods are properly packed, secured, and ready for transport unless packing services have been expressly agreed;

(b) obtaining and paying for any necessary permits, parking suspensions, or access permissions at collection and delivery locations;

(c) ensuring that there is reasonable and safe access to the premises and rooms involved in the move;

(d) being present, or arranging for a responsible representative to be present, during loading and unloading to provide instructions and check items.

6.2 The Customer must not ask the Company to transport any Goods that are prohibited or restricted, including but not limited to:

(a) illegal items or substances;

(b) explosives, flammable materials, or hazardous substances;

(c) live animals, perishable items, or plants without prior agreement;

(d) high-value items such as jewellery, cash, or important documents, unless specifically agreed and declared.

6.3 The Customer must ensure that all appliances are disconnected, defrosted, drained, and made safe before they are moved.

6.4 The Customer shall be liable for any damage to the Company’s vehicle or equipment, or for additional costs, arising from the Customer’s breach of these responsibilities.

7. Access, Parking, and Delays

7.1 The Customer must provide accurate information about parking and access at both collection and delivery addresses. This includes notifying the Company of any restrictions, narrow roads, height limits, or controlled parking zones.

7.2 Where parking restrictions apply, the Customer is responsible for arranging suitable parking and for any related costs. If no appropriate parking is available, the Company may refuse to complete the job or may proceed at the Customer’s risk, and any parking penalties incurred will be charged to the Customer.

7.3 The Company shall not be liable for delays or inability to complete the job caused by inadequate access, lack of parking, or circumstances beyond its control, including traffic congestion and road closures.

7.4 Waiting time caused by the Customer, including delays in gaining access to premises, delays in keys being available, or insufficient preparation of Goods, may be chargeable at the applicable hourly rate.

8. Liability and Limits

8.1 The Company will exercise reasonable care and skill in handling and transporting the Customer’s Goods.

8.2 The Company’s liability for loss of or damage to Goods, however caused, shall be limited to a reasonable amount having regard to the nature and value of the Goods, and in any event shall not exceed an overall cap agreed with the Customer or, in the absence of agreement, a reasonable sum that reflects the typical value of items moved by a man and van service.

8.3 The Company shall not be liable for:

(a) any loss or damage arising from the Customer’s failure to pack Goods properly or to prepare appliances appropriately;

(b) damage to Goods where the Customer or a third party has participated in loading or unloading against the advice of the Company;

(c) damage to Goods that are inherently fragile or in poor condition, including items with pre-existing defects;

(d) loss of or damage to high-value items not declared by the Customer at the time of booking;

(e) indirect or consequential loss, including loss of profits, loss of opportunity, or loss of enjoyment.

8.4 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable and, in any event, within 7 days of completion of the Services, giving full details of the alleged loss or damage. The Customer must allow the Company a reasonable opportunity to inspect the items and surrounding area.

8.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable UK law.

9. Insurance

9.1 The Company endeavours to maintain appropriate insurance cover in respect of its legal liabilities while providing man and van and removal services.

9.2 The Customer is responsible for ensuring that their own contents or business insurance adequately covers their Goods during loading, transit, and unloading, especially for any high-value or delicate items.

9.3 The existence of any insurance does not extend the Company’s liability beyond the limits set out in these Terms and Conditions.

10. Waste, Disposal, and Environmental Regulations

10.1 The Company is not a general waste carrier and will not remove household refuse, construction rubble, or other controlled waste unless this has been specifically agreed as part of a separate waste removal service and carried out in accordance with applicable regulations.

10.2 The Customer must not include in the Goods any items that are considered hazardous waste or that require specialist disposal, including chemicals, asbestos, clinical waste, fuel, or certain electrical items, unless the Company has explicitly agreed to handle such items and has the appropriate authorisation.

10.3 Where the Company agrees to take unwanted items for disposal or recycling, the Customer confirms that they have full authority to dispose of those items and that the items do not include prohibited or hazardous materials.

10.4 The Customer is responsible for any fines, charges, or legal consequences arising from their request to dispose of items in breach of waste and environmental regulations.

11. Complaints and Dispute Resolution

11.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that reasonable steps can be taken to address the concern.

11.2 Formal complaints should be submitted to the Company in writing, giving clear details of the issue, the date of the Service, and the outcome sought by the Customer.

11.3 The Company will investigate complaints in good faith and aim to respond within a reasonable period, proposing any appropriate remedial action or explanation.

11.4 If a dispute cannot be resolved directly between the parties, either party may consider seeking independent advice or using alternative dispute resolution methods before commencing court proceedings.

12. Data Protection and Privacy

12.1 The Company will collect and process personal data about the Customer only to the extent necessary to arrange and perform the Services, handle payments, and manage enquiries or complaints.

12.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose such data to third parties except where necessary to provide the Services, comply with legal obligations, or with the Customer’s consent.

12.3 The Customer has the right to request access to personal data held by the Company and to request correction of any inaccuracies, subject to applicable data protection laws in the United Kingdom.

13. Force Majeure

13.1 The Company shall not be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to adverse weather, road closures, accidents, strikes, public disturbances, or failure of utilities.

13.2 In such circumstances, the Company may suspend the Services for the duration of the event or, where necessary, cancel the booking and offer, where appropriate, an alternative date or a refund of any deposit paid.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions and any Contract between the Customer and the Company shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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, their subject matter, or formation, including non-contractual disputes or claims.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed modified to the extent necessary to make it valid and enforceable or, if that is not possible, deleted, and the remaining provisions shall continue in full force and effect.

15.2 The failure or delay of the Company in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

15.3 The Contract is between the Customer and the Company. No other person shall have any rights to enforce any of its terms.

15.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking shall apply to that Contract. Customers are encouraged to review the latest Terms and Conditions when making a new booking.

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