Terms and Conditions for Man With Van Hernehill

Man with van loading household items for transport These Terms and Conditions set out the basis on which Man With Van Hernehill provides domestic and commercial moving, lifting, loading, and related transport services. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear and fair agreement between the customer and the service provider, covering the booking process, pricing, payment, cancellation, liability, waste handling, and the legal framework that applies to the service. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person requesting or receiving the service. The phrase van service includes transport, loading, unloading, carrying, and any agreed labour associated with a move or collection. These terms apply to all services supplied under the name Man With Van Hernehill, whether booked for a single item, part-load, full household move, office relocation, or related support task.

Customer booking a moving service and confirming details We reserve the right to amend these terms from time to time. Any changes will apply to future bookings and not to bookings already accepted unless required by law. Customers should review the terms before each booking, as a new quotation, amendment, or revised job description may be treated as a separate agreement. Nothing in these terms affects your statutory rights under UK consumer law.

Booking Process

The booking process begins when the customer provides an accurate description of the items, access conditions, addresses, collection and delivery times, and any special requirements. This information allows us to calculate the appropriate van size, labour level, timing, and any additional equipment needed. A quotation may be provided verbally, in writing, or electronically. Quotations are based on the information supplied at the time and may be revised if the scope of work changes.

Once the customer accepts the quotation, the booking is considered provisional until confirmed by us. A confirmed booking may require a deposit or full prepayment depending on the service type, booking date, and operational needs. We may also request identification, proof of address, or other reasonable information to prevent fraud and ensure the correct party is receiving the service. A booking will only be binding once we confirm availability and acceptance.

The customer must ensure that all details are accurate and complete. If the customer later changes the quantity, access conditions, destination, time, or nature of the goods, we may need to amend the price, duration, or vehicle allocation. Where access is restricted, parking is unavailable, or stair carrying is required, the customer must notify us in advance. Failure to provide accurate information may result in delay, additional charges, or cancellation of the booking without liability on our part.

Service Standards and Customer Responsibilities

Mover handling goods carefully during a van service

We will use reasonable care and skill in carrying out the service, and we will endeavour to complete the work within the agreed timeframe. However, arrival times are estimates only and may be affected by traffic, weather, loading conditions, prior jobs, road closures, or circumstances outside our control. Where a delay occurs, we will act reasonably and keep the customer informed where practicable. Time slots should be treated as planned windows rather than guaranteed exact arrival times.

The customer is responsible for ensuring that all items are properly packed, secured, and suitable for transport unless packaging has been separately agreed as part of the service. Fragile items, appliances, glass, artwork, electronics, and valuable goods should be declared in advance. We may refuse to transport items that are unsafe, improperly packed, or unsuitable for a standard van move. The customer must also ensure that driveways, entrances, communal areas, and premises are safe and accessible for loading and unloading.

Where the customer, their representative, or a third party gives instructions during the move, we may rely on those instructions as authorised directions. If a customer is not present, we may accept instructions from a nominated person, provided they appear to have authority. The customer remains responsible for verifying that all items intended for transport have been handed over, labelled, and listed correctly. We are not responsible for items left behind unless we expressly agree to collect them later.

Payments and Charges

Payment terms will be stated in the quotation or booking confirmation. Unless agreed otherwise, payment is due immediately on completion of the job or in advance where a deposit or prepayment has been requested. We may accept bank transfer, card payment, or other agreed methods, but we are not obliged to accept cash or any particular form of payment. All prices are quoted in pounds sterling and may be subject to VAT if applicable.

Charges may include labour, vehicle use, fuel, waiting time, congestion or parking costs, tolls, disposal charges, and any additional equipment or services requested by the customer. If the move takes longer than estimated because of access issues, missing keys, incomplete packing, or delays caused by the customer, extra charges may apply. We will charge fairly and in line with the agreed rate or, where no specific rate has been agreed, at a reasonable market rate for the additional time or services provided.

If payment is not received when due, we reserve the right to suspend future services, charge reasonable administrative costs, and recover unpaid sums through lawful means. Any dishonoured payment or chargeback made without valid reason may also be treated as a breach of contract. Title to any goods remains with the customer at all times; however, our entitlement to payment for the service is not affected by disputes relating to the customer’s separate arrangements with third parties.

Cancellations, Rescheduling, and Waiting Time

Customers may cancel or reschedule a booking, but notice should be given as early as possible. If a cancellation is made shortly before the agreed date or time, we may retain part or all of any deposit to cover administration, reserved labour, and lost opportunity. The exact charge will depend on the notice given, the nature of the booking, and whether vehicle allocation or staff scheduling has already been committed. Any refund, if due, will be processed within a reasonable time.

If we are unable to carry out the service due to unforeseen operational issues, vehicle failure, severe weather, unsafe access, or other circumstances beyond our control, we may reschedule or cancel the booking without liability for consequential loss. Where possible, we will offer an alternative date or a refund of sums paid for the affected service. We will not be responsible for additional expenses incurred by the customer as a result of cancellation beyond the amount paid for the service itself, unless required by law.

Waiting time caused by the customer, the customer’s agent, or a third party may be charged at an hourly or part-hourly rate. This may apply where keys are unavailable, access is delayed, goods are not ready, or the customer requests us to wait beyond the booked slot. If delay becomes excessive or the job cannot proceed within a reasonable time, we may treat the booking as cancelled by the customer and charge for work already undertaken, including travel and waiting costs.

Liability and Insurance

Waste removal and disposal compliance for a van service

We will take reasonable care of goods in our possession, but our liability is limited to direct loss or damage caused by our negligence or breach of these terms. We are not responsible for pre-existing damage, poor packing, ordinary wear and tear, or losses caused by the customer’s failure to give accurate instructions. Customers should ensure that items are insured appropriately if they are of high value or unusually fragile. Any claim must be raised promptly and supported by reasonable evidence.

Where we supply lifting assistance, loading support, or man and van transport, the customer must disclose any items that are excessively heavy, dangerous, or require specialist handling. We may refuse to move items that are unsafe or that could cause injury or damage. Unless we expressly agree otherwise, we do not accept responsibility for dismantling, assembling, disconnecting, reconnecting, or testing appliances, utilities, or specialist equipment. The customer remains responsible for checking that such items are safe and compliant before and after transport.

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited under UK law. Subject to that, our total liability for any claim arising from a booking will normally be limited to the amount paid or payable for the specific service giving rise to the claim. We will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress.

Waste Regulations and Disposal

The customer must ensure that any waste to be removed is described accurately before the booking is confirmed. Waste includes unwanted furniture, packaging, mixed household items, garden waste, and similar materials. If disposal or clearance forms part of the service, it will only be undertaken in accordance with applicable UK waste regulations. We may ask the customer to identify the nature and origin of the waste so that it can be handled lawfully and directed to the proper facility.

We do not accept illegal, hazardous, clinical, chemical, asbestos-containing, explosive, or otherwise prohibited waste unless we have expressly agreed in writing and hold the necessary permissions to do so. The customer must not ask us to dispose of waste in a way that would breach environmental or licensing rules. If waste is presented that differs from the description provided, we may refuse collection, revise the charge, or leave the item until the customer arranges lawful disposal. Any disposal charge will reflect the actual cost of compliant handling and tipping.

If we remove items for disposal, the customer confirms that they have the legal right to authorise their removal and that the items are not stolen, contaminated, or subject to dispute. Once accepted for lawful disposal, items may be taken to a licensed facility or transferred through approved waste channels. The customer remains responsible for any breach of law caused by inaccurate description, unlawful disposal requests, or failure to obtain necessary permissions. This provision supports compliance with the Environmental Protection Act 1990 and other applicable waste legislation.

Access, Property, and Third-Party Risks

The customer is responsible for obtaining any permissions needed to access buildings, car parks, loading bays, shared entrances, or restricted areas. Where a landlord, management company, neighbour, concierge, or security team imposes conditions, the customer must make those conditions known in advance. We will not be liable for delays or extra costs resulting from missing permissions, restricted parking, lift failure, or inaccessible premises. If an item is too large to fit through an access route, the customer must bear the risk unless we agreed to assess the route beforehand.

We may, at our discretion, decline to move items that could cause structural damage, pose safety risks, or breach building rules. If a customer asks us to proceed despite a visible risk, we may refuse the instruction or proceed only at the customer’s written request and risk, to the extent permitted by law. This does not create any obligation on us to accept unsafe work. We may also suspend work if conditions become unsafe due to weather, disorder, or conduct by occupants or third parties.

Customers should remove or secure pets, children, and any loose or valuable items that are not part of the booking. We are not responsible for the condition of floors, walls, staircases, or common areas unless damage is directly caused by our proven negligence. Ordinary scuffs, marks, or minor wear associated with normal moving activity do not automatically amount to a breach. The customer should report any damage claim as soon as reasonably possible after completion of the service.

Complaints and Claims

If the customer believes there is a problem with the service, they should notify us promptly and provide a clear description of the issue. We may request photographs, receipts, or other evidence to assess the matter fairly. We will review complaints in good faith and may, where appropriate, offer a correction, partial refund, or other reasonable remedy. Raising a complaint does not remove the obligation to pay any undisputed amount due for the service already provided.

Any claim relating to loss or damage must be made within a reasonable period and, in any event, as soon as the customer becomes aware of it. We may decline claims that are raised late, are unsupported by evidence, or concern items not declared at the time of booking. This is particularly relevant where the customer has failed to disclose fragile goods, multiple small items, or packed boxes containing valuable contents. We are entitled to rely on the declared inventory and the information supplied at the time of booking.

Agreement terms and legal conditions for a moving service If a dispute cannot be resolved informally, both parties agree to act reasonably and attempt a practical settlement before starting formal proceedings. Nothing in this clause prevents either party from seeking legal advice or taking action to preserve limitation periods. However, we encourage the use of fair, proportionate communication and evidence-based discussion to resolve issues efficiently. Our aim is to keep the service straightforward, lawful, and professional.

Governing Law

These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If any provision of these terms conflicts with mandatory legal rights, those rights will prevail to the extent required by law.

General Provisions

Failure by us to enforce any right or provision under these terms does not constitute a waiver of that right or provision. The customer may not assign or transfer the booking without our written consent. We may assign our rights and obligations where this does not materially reduce the customer’s legal protection. These terms form the entire agreement between the parties regarding the service, unless a separate written agreement states otherwise.

By booking or using the service, the customer acknowledges that they have read these terms carefully and agree to be bound by them. If the customer does not accept any part of these terms, they should not proceed with the booking. For clarity, each booking is made on the basis of the description, price, and conditions agreed for that specific job, and any variation must be confirmed by us in writing or by another clear record of agreement.