Terms and Conditions

Man with Van Herne Hill Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Herne Hill provides removal and related services within the United Kingdom. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means Man with Van Herne Hill, the provider of removal and associated services.

1.2 "Customer" means the person, firm or organisation that requests or accepts a quotation or booking and to whom the services are supplied.

1.3 "Services" means any removal, transport, delivery, packing, loading, unloading, labour-only or related services provided by the Company.

1.4 "Goods" means all items, furniture, personal belongings, equipment, or materials in respect of which the Company provides the Services.

1.5 "Service Area" means the areas of operation within the United Kingdom where the Company offers collection, delivery and removal services.

1.6 "Contract" means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written quotation or booking confirmation.

2. Scope of Services

2.1 The Company provides man and van, domestic and small office removals, local delivery, loading and unloading assistance and related services throughout its Service Area.

2.2 Unless expressly agreed in writing, the Services do not include disconnection, reconnection, dismantling or reassembly of appliances, fixtures or fittings, or any specialist services requiring certification or trade qualifications.

2.3 The Company reserves the right to refuse to move or handle any Goods that it reasonably considers to be unsafe, illegal, excessively heavy, hazardous or inadequately packed.

2.4 The Customer is responsible for ensuring that access at both collection and delivery addresses is suitable for the vehicle and for safe loading and unloading, including any parking permissions required.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s accepted communication channels. A booking is only confirmed when the Company has provided a clear confirmation and, where required, the Customer has paid any specified deposit.

3.2 At the time of booking, the Customer must provide accurate and complete information, including:

(a) collection and delivery addresses;

(b) dates and preferred times;

(d) details of any items over 80 kg or requiring special handling;

(e) access details, including stairs, lifts, parking restrictions, and distance from parking to the property.

3.3 Quotations are based on the information supplied by the Customer. If the actual work differs significantly from the description provided, the Company reserves the right to revise the quotation, adjust the charge, or decline to carry out part or all of the Services.

3.4 Any estimated time required for the Services is given in good faith but is not guaranteed. The duration of a job may vary due to access, traffic, weather, volume of Goods, or other factors beyond the Company’s control.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are provided on an hourly rate or fixed price basis for the Services described. Any additional services, delays or changes requested on the day may incur extra charges.

4.2 Quotations are valid for 30 days from the date of issue, unless otherwise stated. After this period, the Company may revise or withdraw the quotation.

4.3 The quoted price does not include charges for parking, tolls, congestion zones, low emission or clean air zones, or similar charges. These will be added to the final invoice where applicable.

4.4 If access at either property is substantially more difficult than advised at the time of booking, or if additional floors, distances or obstacles are involved, the Company may apply reasonable additional labour or time-based charges.

5. Payments and Deposits

5.1 The Company may require a deposit to secure the booking. Any deposit amount and due date will be communicated to the Customer at the time of booking.

5.2 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the Services on the same day. The Company may, at its discretion, require full payment before the vehicle is unloaded.

5.3 Accepted payment methods will be specified by the Company and may include cash, card or bank transfer. The Customer remains responsible for ensuring that cleared funds are received by the Company when due.

5.4 If payment is not made when due, the Company reserves the right to charge reasonable interest and administrative fees for late payment and may suspend further services until outstanding balances are cleared.

5.5 Where the Customer is a business or organisation and credit terms are agreed in advance, payment must be made in accordance with those agreed terms. Failure to pay on time may result in withdrawal of credit facilities.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company. Any request to cancel or change the date, time or details of the Services must be made as early as possible.

6.2 If the Customer cancels more than 48 hours before the agreed start time, any deposit paid may be refundable at the Company’s discretion, less any reasonable administrative costs incurred.

6.3 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 may charge a cancellation fee of up to 50 percent of the estimated total charge to cover lost business and allocated resources.

6.4 If the Customer cancels on the day of the move, or if the Customer is not present or not ready when the team arrives, the Company may charge up to 100 percent of the estimated total charge.

6.5 If the Customer wishes to change the date or time of the booking, the Company will use reasonable efforts to accommodate the change, subject to availability. Different pricing may apply to revised dates or times.

6.6 The Company reserves the right to cancel or reschedule a booking in the event of unforeseen circumstances, including but not limited to severe weather, vehicle breakdown, staff sickness, safety concerns, or events beyond its reasonable control. In such cases, the Company will offer an alternative date or a refund of any deposit paid, but will not be liable for any consequential loss.

7. Customer Responsibilities

7.1 The Customer must ensure that Goods are properly packed, secured, and ready for transport unless packing services have been specifically included in the Contract.

7.2 The Customer must remove and safely store all valuables, important documents, money, jewellery, and other high-value items. The Company will not be liable for loss of or damage to such items unless expressly agreed in writing.

7.3 The Customer is responsible for ensuring that all items to be moved are permitted to be transported and that there are no prohibited, hazardous or illegal contents in any boxes or containers.

7.4 The Customer must arrange suitable parking and any permits required at both collection and delivery locations. Any fines, penalties or charges arising from inadequate parking arrangements or instructions may be added to the Customer’s invoice.

7.5 The Customer, or an authorised representative, must be present at the premises during loading and unloading to supervise, provide instructions and sign any completion documents.

8. Excluded and Hazardous Items

8.1 Unless agreed in writing, the Company will not move or store:

(a) explosives, gas bottles, flammable or combustible materials;

(b) chemicals, paints, solvents, or hazardous substances;

(d) illegal goods, stolen property, or items of unlawful possession;

(e) any item that, in the Company’s reasonable opinion, poses a risk to staff, the public or property.

8.2 If such items are discovered during the provision of Services, the Company may cease work immediately, remove the item from the vehicle, or notify the relevant authorities, and the Customer may be charged for any resulting costs or delays.

9. Waste and Rubbish Regulations

9.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal contractor and will only remove waste materials where this has been specifically agreed in advance as part of the Services.

9.2 The Customer must clearly identify any items that are intended for disposal rather than removal or relocation. Failure to do so may result in items being transported to the wrong location, for which the Company cannot accept responsibility.

9.3 Where disposal or recycling services are agreed, the Company will take such items to an appropriate licensed facility. Additional charges may apply for certain types of waste, bulky items, electrical or electronic equipment, or materials requiring special treatment.

9.4 The Customer must not request the Company to dispose of hazardous or prohibited materials. If such items are presented for disposal, the Company may refuse to take them and may charge for any wasted journey or waiting time.

9.5 The Customer is responsible for compliance with any local rules and site regulations at recycling centres or transfer stations where the Company is acting on the Customer’s instructions.

10. Liability and Limitations

10.1 The Company will exercise reasonable care and skill in providing the Services. However, liability for loss of or damage to Goods is subject to the limitations set out in this section.

10.2 The Company’s liability for loss or damage, whether caused by negligence or otherwise, shall be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition and market value, and shall not exceed a total amount per job as specified by the Company from time to time.

10.3 The Company will not be liable for:

(a) pre-existing damage, wear and tear, or inherent defects in the Goods;

(b) damage to furniture or items that are not properly dismantled or that cannot reasonably be moved without risk of damage;

(d) damage to goods in boxes, containers or drawers that were not packed by the Company;

(e) loss or damage arising from war, terrorism, riot, civil commotion, natural disaster, or other events beyond the Company’s reasonable control.

10.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of revenue, loss of opportunity, or emotional distress arising from delay, loss or damage.

10.5 If the Company damages part of a property such as walls, floors, driveways or fixtures, it will, at its option, arrange for reasonable repair or make a contribution to the repair cost, subject to the overall limitation of liability. The Company will not be responsible for minor cosmetic damage that is proportionate to the nature of the work being carried out.

10.6 The Customer must notify the Company in writing of any loss or damage as soon as reasonably practicable and, in any event, within 7 days of completion of the Services. The Company may not be able to consider claims made outside this period.

11. Delays and Arrival Times

11.1 While the Company aims to arrive at the agreed time, all arrival and completion times are estimates. Delays may occur due to traffic, breakdown, adverse weather, or other factors beyond the Company’s control.

11.2 The Company will not be liable for any losses, costs or expenses incurred by the Customer due to delays, including missed appointments, lost earnings, hotel costs or other consequential losses.

11.3 If a delay significantly affects the ability to complete the job on the same day, the Company will discuss alternative arrangements with the Customer, which may include rescheduling or additional charges.

12. Insurance

12.1 The Company maintains appropriate insurance cover as required for its operations. Details of cover are available on request.

12.2 It is the Customer’s responsibility to arrange any additional insurance for Goods if higher levels of cover are required, or if specific items are of high value or fragile nature.

13. Complaints and Disputes

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the team on the day where possible, so that any issues can be addressed immediately.

13.2 If a complaint cannot be resolved on site, the Customer should submit full details to the Company in writing as soon as possible. The Company will investigate and respond within a reasonable timeframe.

13.3 Both parties agree to use reasonable efforts to resolve disputes amicably before considering formal legal action.

14. Data Protection and Privacy

14.1 The Company will collect and use personal data supplied by the Customer for the purposes of administering bookings, providing the Services, managing accounts and fulfilling legal obligations.

14.2 The Company will take reasonable steps to protect personal data and will not sell or rent such data to third parties. Data may be shared with employees, subcontractors, insurers, or legal advisors where necessary for the performance of the Contract or protection of legal rights.

15. Subcontracting

15.1 The Company may, at its discretion, use vetted subcontractors or partner companies to carry out part or all of the Services. In such cases, the Company will remain responsible for the overall performance of the Contract.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that 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 the Contract.

17. Variation of Terms

17.1 The Company reserves the right to amend these Terms and Conditions from time to time. Any changes will take effect for new bookings from the date they are published or otherwise communicated to the Customer.

17.2 The version of the Terms and Conditions in force at the time of the Customer’s booking will apply to that Contract unless otherwise agreed in writing.

18. Severability

18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or regulator, such provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral.

19.2 No employee, driver or representative of the Company is authorised to vary these Terms and Conditions unless such variation is confirmed in writing by a person authorised by the Company.

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