Terms and Conditions for Man With a Van Richmond upon Thames

These Terms and Conditions set out the basis on which Man With a Van Richmond upon Thames provides man and van, removals, and related services within Richmond upon Thames and surrounding areas. By making a booking, using our services, or allowing our staff to commence work at any property or location, you 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 means the person, firm or company who makes the booking or on whose behalf a booking is made for our services.

We, us, our means Man With a Van Richmond upon Thames, the provider of man and van and removal services.

Services means the transport, removal, loading, unloading, packing, handling, and any related services we agree to provide to the Client.

Goods means all items and personal property which are the subject of our Services.

Contract means the agreement between us and the Client for the provision of Services, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van, small removals, household and office moves, collection and delivery, and related services. The specific Services to be provided will be set out in our booking confirmation, quotation, or other written communication.

Any descriptions of Services given verbally must be confirmed in writing to be binding. We reserve the right to refuse any work which, in our reasonable opinion, may be unsafe, unlawful, or beyond the agreed scope of the Contract.

3. Booking Process

3.1 Booking request

The Client may request a booking by providing details of the required Services, including collection and delivery addresses, access details, dates, times, description and quantity of Goods, and any special requirements. Quotations and bookings are based on the information supplied by the Client.

3.2 Quotations

Any quotation provided is an estimate only unless expressly stated as a fixed-price quotation. Quotations are normally based on the volume or nature of Goods, distance, time, and access conditions. We reserve the right to amend any quotation if the information provided by the Client is inaccurate or incomplete, or if circumstances change.

3.3 Confirmation of booking

A Contract is formed only when we confirm acceptance of the booking, which may be by written confirmation, text message, or other electronic communication. We are not under any obligation to accept a booking request.

3.4 Client responsibilities during booking

The Client is responsible for ensuring that all information supplied during the booking process is accurate and complete. This includes, but is not limited to, information about the size and number of items, access restrictions, parking conditions, lift availability, and any items requiring special handling. Additional charges may apply if the actual work differs from that described at the time of booking.

4. Access, Parking and Client Obligations

The Client must ensure that suitable parking arrangements are available at both collection and delivery addresses. This may include arranging parking permits, visitor passes, or securing any required authorisations from local authorities or property managers.

Any parking charges, penalty charges, fines, or related costs incurred as a result of inadequate parking arrangements or restrictions will be the responsibility of the Client and may be added to the final invoice.

The Client must ensure that access to the property and all relevant areas is safe, clear, and suitable for the Services to be carried out. This includes ensuring that stairways, lifts, corridors, doors, and entrances are accessible and safe for moving Goods.

The Client or an authorised representative should be present at both collection and delivery addresses to supervise, provide instructions, and sign any relevant documents unless we have agreed otherwise in writing.

5. Packing, Preparation and Excluded Items

Unless specifically agreed, our Services do not include packing or unpacking of Goods, dismantling or re-assembly of furniture or equipment, or disconnection and reconnection of appliances. If we agree to carry out any such services, they will be provided with reasonable care but without any guarantee that items will be restored to their original condition or configuration.

The Client is responsible for ensuring that all Goods are properly packed, secured, and ready for transport. Fragile items should be adequately protected and clearly marked as fragile.

We do not accept for transport or handling any items that are hazardous, illegal, perishable, explosive, flammable, corrosive, or otherwise dangerous. This includes but is not limited to gas cylinders, fuel, chemicals, paints, solvents, firearms, and illegal substances. We also do not carry live animals or plants unless expressly agreed in writing.

6. Payments and Charges

6.1 Pricing structure

Charges may be based on an hourly rate, a fixed quotation, or a combination of both, as confirmed at the time of booking. Minimum booking periods may apply. Time-based work is generally charged from the time the van and team are scheduled to arrive or from departure from our base, until completion and return, subject to our current pricing policy.

6.2 Payment terms

Unless otherwise agreed in writing, payment is due on completion of the Services on the same day. We may require a deposit or prepayment to secure the booking, particularly for larger moves or long-distance work.

We reserve the right to withhold commencement or continuation of the Services if payment, deposit, or preauthorisation is not received when due.

6.3 Late payments

If payment is not made when due, we may charge interest on overdue amounts at the statutory rate allowable under UK law, accruing daily until full payment is received. We may also recover from the Client any reasonable costs incurred in pursuing late payments, including administrative and legal costs.

6.4 Additional charges

Additional charges may apply where:

The actual work exceeds the time or scope originally quoted.

There are delays outside our control, such as waiting for keys, paperwork, or access.

Access is more difficult than described, including long walking distances, restricted access, or additional flights of stairs.

Extra labour, equipment, or trips are required due to inaccurate information or unexpected volume of Goods.

Charges for tolls, congestion zones, parking, or permits are incurred during the job.

7. Cancellations, Amendments and Waiting Time

7.1 Cancellation by the Client

The Client may cancel a booking by providing notice in writing or via the same communication method used for booking. Cancellation charges may apply depending on the notice period:

If cancellation is made more than 48 hours before the scheduled start time, any deposit paid may be refundable at our discretion, subject to deduction of any reasonable administrative costs.

If cancellation is made within 48 hours of the scheduled start time, we may retain part or all of any deposit and may charge a cancellation fee up to a reasonable proportion of the estimated job value.

If cancellation is made on the same day as the scheduled Service, or if the Client is not present and cannot be contacted at the agreed time and location, we may charge up to the full estimated price.

7.2 Amendments to booking

Any request to change dates, times, addresses, or scope of work must be made as early as possible. We will use reasonable efforts to accommodate changes, but this cannot be guaranteed and may result in revised pricing or availability.

7.3 Cancellation or postponement by us

We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, we will offer a new date or time as soon as reasonably possible. Our liability for cancellation or postponement in these circumstances will be limited to the refund of any deposit or prepayment received for the affected booking.

7.4 Waiting time

Waiting time caused by factors outside our control, including delays in obtaining keys, loading restrictions, paperwork, or access being unavailable, may be charged at our standard hourly rate or as otherwise agreed.

8. Liability, Loss and Damage

8.1 Our duty of care

We will exercise reasonable care and skill in providing the Services and handling Goods. However, our liability is subject to the limitations set out in this section.

8.2 Exclusions of liability

We shall not be liable for:

Loss or damage arising from the Client failing to adequately pack or protect Goods, unless we have agreed to undertake packing.

Loss or damage to fragile items not properly protected or declared, including glass, china, mirrors, and electronics.

Loss of or damage to items concealed in furniture, drawers, or containers where we have not been made aware of their contents.

Damage resulting from moving Goods against our advice where we reasonably believe moving them may cause damage or is unsafe.

Loss, damage, or deterioration to items of a particularly high value, antiques, works of art, jewellery, money, important documents, or collections, unless we have agreed in writing to carry such items with specific terms.

Indirect or consequential loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising from any delay or damage.

8.3 Limitation of liability

Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed the reasonable replacement value of the affected item or items, subject always to a fair and reasonable cap based on the price paid for the Services.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded or limited under UK law.

8.4 Reporting of loss or damage

Any visible loss or damage to Goods or property must be reported to us as soon as reasonably practicable and, in any event, within a reasonable period after completion of the Services. The Client should provide photographs and a written description of the issue to enable us to investigate. Delay in reporting may affect our ability to assess and respond to any claim.

9. Waste, Disposal and Environmental Regulations

We operate in accordance with relevant UK waste and environmental regulations. We are not a general rubbish clearance company and do not carry out uncontrolled disposal of waste. Any removal of unwanted items, furniture, or materials must be agreed in advance.

We will only dispose of items at authorised facilities or through appropriate channels, and any related charges, including disposal fees, recycling charges, or additional labour, may be added to the invoice.

The Client must not present for removal any prohibited waste, hazardous materials, liquids, or substances that we are not legally permitted to carry or dispose of. If such items are discovered, we may refuse to handle them and the Client may be responsible for any associated costs or liabilities.

10. Delays and Events Beyond Our Control

We will not be liable for any delay in performing, or failure to perform, any of our obligations under the Contract where such delay or failure results from events or circumstances beyond our reasonable control. This may include traffic congestion, accidents, severe weather, road closures, vehicle breakdowns, public transport disruption, industrial action, or acts of public authorities.

Where such events occur, we will take reasonable steps to minimise disruption and inform the Client as soon as reasonably practicable. The time for performance of our obligations will be extended for the duration of the event or circumstance.

11. Insurance

We aim to maintain appropriate cover for our activities in line with industry practice. However, the Client is strongly advised to ensure that their own contents or business insurance provides adequate cover for Goods during transit and handling, particularly for high-value or special items. Our liability remains limited as set out in these Terms and Conditions.

12. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of our Services, they should raise the issue as soon as possible so that we have an opportunity to resolve matters promptly. Complaints should be set out in writing with full details of the issue.

We will review and respond to any complaint within a reasonable time frame and will endeavour to resolve disputes amicably. If a dispute cannot be resolved informally, the parties may consider mediation or other alternative dispute resolution methods before resorting to formal legal proceedings.

13. Data Protection and Privacy

We may collect and use personal data such as names, addresses, and contact details for the purpose of managing bookings, providing Services, processing payments, and handling queries or complaints. We will handle such data in accordance with applicable data protection laws in the United Kingdom.

Personal data will only be shared with third parties where necessary to provide the Services, comply with legal obligations, or where the Client has given consent. We will take reasonable measures to protect personal data against unauthorised access or misuse.

14. Amendments to these Terms

We reserve the right to amend these Terms and Conditions from time to time. Any changes will apply to new bookings made after the updated terms are published or provided. The version applicable to a particular Contract will be the version in force at the time the booking is confirmed.

15. Governing Law and Jurisdiction

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

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, except that we reserve the right to bring proceedings in any other court of competent jurisdiction where appropriate.

By confirming a booking or allowing our team to commence work, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.