Terms and Conditions for Man With A Van Richmond Upon Thames

These Terms and Conditions set out the basis on which our man with a van service in Richmond upon Thames is provided to customers in the United Kingdom. By making a booking, you agree to be bound by these terms, which are designed to make the service clear, fair and predictable for both parties. Please read them carefully before confirming any job, as they form the agreement between you and the service provider.

In these Terms, references to “we”, “us” and “our” mean the provider of the man and van Richmond upon Thames service, and references to “you” or “the customer” mean the person requesting the service. These terms apply to domestic and commercial transport, item collection, small removals, furniture movement and similar jobs carried out using a van and, where required, one or more operatives.

We reserve the right to update or amend these Terms from time to time. Any changes will apply to future bookings unless otherwise agreed in writing. Nothing in these Terms affects your statutory rights under UK consumer law. If any part of these Terms is found to be unlawful or unenforceable, the remaining parts will continue in full force and effect.

1. Booking Process

Bookings for our Richmond upon Thames man with a van service are usually made by providing the job details in advance so that we can confirm availability and estimate the correct vehicle, labour and time required. To help us assess the request accurately, you should give complete and truthful information about the collection point, delivery point, access conditions, item dimensions, number of items, and any special handling needs such as stairs, parking restrictions, or assembly/disassembly requirements.

A booking is only confirmed once we have accepted the job and, where applicable, received any required deposit or advance payment. We may decline a booking if the job falls outside our operational capacity, involves restricted goods, presents health and safety concerns, or requires specialist equipment that is not available. If the service scope changes after confirmation, we may revise the quotation or, in some cases, refuse to proceed if the altered job is materially different from the original request.

2. Service Scope and Customer Responsibilities

Our service is intended for lawful transport and moving tasks that can be completed safely with the agreed vehicle and manpower. The customer is responsible for ensuring that all goods are properly packed, labelled and ready for loading unless packing has been expressly included in the booking. You must ensure that all items can legally be transported and that no prohibited, hazardous, illegal, stolen or dangerous goods are included.

You are also responsible for making sure that the pickup and delivery locations are accessible at the agreed time. This includes arranging suitable parking where necessary, securing permits if required, and providing any access codes, keys or instructions needed to complete the job. Delays caused by inaccurate information, poor access, incomplete addresses, or failure to prepare the goods may result in additional charges.

3. Pricing and Payment

The price for a man with a van in Richmond upon Thames will usually be based on factors such as distance, time, labour, waiting time, congestion, parking, van size, number of staff, and the nature of the items being moved. Any quotation given before the job starts is based on the information you provide and may be adjusted if the actual job differs in material respects from the description supplied at booking.

Unless otherwise stated, payment is due on completion of the service on the same day. We may require a deposit, card pre-authorisation, or full advance payment for certain jobs, particularly larger moves, weekend bookings, or time-sensitive work. Accepted payment methods will be confirmed at the time of booking. If payment is not made when due, we may charge reasonable recovery costs and reserve the right to withhold delivery of goods where lawful to do so.

4. Cancellations, Rebooking and Waiting Time

If you need to cancel or reschedule your booking, you should notify us as soon as possible. Cancellations made within a reasonable period before the scheduled start time may not incur a charge, but late cancellations, same-day cancellations, or cancellations after the team has been dispatched may be subject to a fee to cover lost time, travel and administrative costs. Any non-refundable deposit will be retained where stated at booking.

We may cancel or postpone a booking if circumstances beyond our control make it unsafe, unlawful or impractical to proceed, including severe traffic disruption, adverse weather, vehicle breakdown, staff illness, or access issues. In such cases, we will aim to offer an alternative time where possible. If you are not ready when we arrive, waiting time may be chargeable at our standard waiting rate or at another rate agreed in advance.

If the job cannot begin or continue because of your failure to provide accurate information, acceptable access, or the required goods/documents, we may treat the booking as cancelled by you and apply a reasonable charge. Any rebooking is subject to availability and may require a revised quotation.

5. Liability and Damage

We will take reasonable care when handling your items and property, but our liability is limited to loss or damage caused by our proven negligence or breach of these Terms. We are not responsible for pre-existing damage, items packed inadequately by the customer, hidden defects, unsecured contents, or damage arising from inherent weaknesses in furniture, appliances, flat-pack goods or fragile items unless we have expressly agreed to handle them under specific conditions.

To the fullest extent permitted by law, we shall not be liable for indirect, consequential or economic losses such as loss of profit, loss of business, or missed deadlines. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Where liability is established, our responsibility may be limited to the reasonable repair or replacement cost of the affected item, subject to proof and any applicable cap set out in the booking confirmation.

6. Claims Process

If you believe an item has been lost or damaged during the move, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the job. You should retain the item and any packaging, and provide clear evidence of the issue, including photographs and proof of value where available. Failure to report a claim promptly may affect our ability to investigate and may reduce or eliminate any remedy.

We may inspect the item, request further information, and seek to resolve the matter by repair, replacement, partial refund or another fair solution, depending on the circumstances. We will not accept liability for claims where the goods were not properly secured, where the issue arose from normal wear and tear, or where the customer declined recommended handling precautions.

7. Waste Regulations and Disposal

Where our man with a van Richmond upon Thames service includes removal of unwanted items, waste, or bulk household goods, both parties must comply with applicable UK waste regulations. We only transport and dispose of waste in accordance with the law and will not collect illegal, hazardous or controlled materials unless we are legally authorised and specifically equipped to do so. The customer remains responsible for declaring the nature of any waste before the booking begins.

If waste disposal is included, we may take items only to appropriately licensed facilities or hand them to authorised waste operators. We may ask you to confirm ownership, contents, or origin of the waste to satisfy our legal obligations. It is your duty to ensure that no prohibited materials are mixed in with general waste, including chemicals, asbestos, paint, solvents, batteries, gas cylinders, medical waste, or electrical items requiring separate treatment unless we have expressly agreed otherwise.

If we suspect that any item or load may breach waste handling rules, we may refuse to carry it, segregate it, or end the job immediately. Additional disposal charges, permit costs, or compliance costs may apply if the waste description was incomplete or inaccurate. You agree to reimburse us for any fine, fee, penalty or loss arising from your breach of waste-related obligations, to the extent permitted by law.

8. Delays, Force Majeure and Operational Limits

We will use reasonable efforts to arrive on time and complete the work within the agreed window, but we do not guarantee arrival or completion times where delays are caused by traffic, road closures, weather, incidents, supplier delays, legal restrictions or other events outside our control. In such circumstances, we may rearrange the service or adjust the schedule without incurring liability for delay, provided we act reasonably.

We are not responsible for failure to perform any obligation where that failure is due to force majeure, including but not limited to fire, flood, pandemic-related restrictions, civil unrest, strikes, government action, or other exceptional events. If a force majeure event prevents completion, we will try to agree a fair alternative arrangement, but we shall not be liable for losses arising from the interruption beyond any mandatory rights you may have under consumer law.

9. Customer Conduct and Safety

You must ensure that the environment in which the work takes place is safe. This includes keeping children, pets and bystanders away from loading areas, warning us of any hazards such as broken steps, slippery surfaces or unstable items, and not asking us to move anything that is unsafe or unlawful to handle. We may stop work if we consider that continuing would create a risk to health, safety or property.

Our staff may refuse to move items that are excessively heavy, inadequately packed, contaminated, leaking, infested, or otherwise unsafe. We may also refuse entry to premises where there is aggression, abuse, harassment or threats. In such cases, the booking may be terminated and the customer may remain liable for charges already incurred.

10. Ownership, Authority and Third-Party Goods

You confirm that you own the goods to be transported or that you are authorised by the owner to arrange the service. You must not ask us to transport property obtained unlawfully or goods subject to dispute, seizure, legal restriction or court order. If third-party items are included, you are responsible for obtaining any necessary consent and for indemnifying us against claims arising from lack of authority.

If documents, keys or other personal effects are moved as part of the job, you must check that they are complete and correct before the vehicle departs. We are not responsible for verifying the legal status, authenticity, or contents of property provided by you, except where we have expressly agreed to do so in writing. Any attempt to conceal the true nature of goods may lead to cancellation and possible reporting to the relevant authorities.

11. Data, Confidentiality and Privacy

We will use any personal data you provide for the purpose of managing the booking, delivering the service, processing payment and meeting legal obligations. We may retain records for administrative, accounting and compliance purposes. We will handle personal information in accordance with applicable UK data protection laws and will not disclose it to third parties except where necessary to perform the service, recover payment, comply with the law or protect our legitimate interests.

Where we become aware of confidential documents or sensitive items during the course of the job, we will take reasonable care not to disclose their contents, but you remain responsible for ensuring such items are securely packaged and labelled. You should not place highly sensitive information in the load unless the service has been specifically arranged for that purpose and appropriate safeguards are in place.

12. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights under the laws of your place of residence within the UK, where applicable. Any dispute that cannot be resolved amicably should be brought before the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere.

For business customers, the parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless otherwise required by law. This clause is intended to provide certainty as to the legal framework applying to the service and does not remove any rights that cannot legally be waived.

By booking our man and van Richmond upon Thames service, you confirm that you have read, understood and accepted these Terms and Conditions. We aim to provide a reliable and lawful moving service, and these Terms are intended to protect both your interests and ours by setting clear expectations for every booking.