Man With Van Tolworth Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Tolworth provides removal, transport, loading, unloading, and related moving services to customers in the United Kingdom. By making a booking, you confirm that you have read, understood, and agreed to these terms. They are designed to be fair, transparent, and consistent with applicable UK consumer and transport law. For clarity, references to we, us, and our mean the service provider, while you and your mean the customer who books or receives the service.

Scope of service: our man with a van service is intended for domestic, commercial, and general haulage tasks that can be safely completed with the vehicle and staff allocated to the job. This may include furniture moves, collection and delivery of items, small office relocations, student moves, and waste or unwanted item removal where lawful and agreed in advance. Any service beyond the agreed scope may require a revised quotation, additional labour, or a change to the scheduled vehicle.

These terms apply to all bookings, whether made online, by email, over the telephone, or through a written acceptance of our quotation. If there is any inconsistency between a written quotation and these Terms and Conditions, the quotation will take priority for the specific matters it addresses, unless it conflicts with law or these terms expressly state otherwise.

1. Booking Process

To make a booking, you must provide accurate information about the items to be moved, collection and delivery locations, access conditions, floor levels, parking restrictions, time constraints, and any special handling needs. The information you supply is used to assess the appropriate vehicle size, crew requirements, estimated duration, and any additional equipment needed. A man and van booking is only confirmed once we have accepted the job and, where required, received the agreed deposit or written confirmation from you.

We may provide a quotation based on the details given at enquiry stage. Quotations are usually based on the information supplied by you and may be subject to revision if the actual job differs materially from what was described. If the volume, weight, access, or location details change, we reserve the right to adjust the price, reschedule, or decline the work if it cannot be completed safely or lawfully within the original terms.

It is your responsibility to ensure that all relevant parties are available on the scheduled date and that access is suitable for the vehicle and operatives. If permits, visitor passes, loading bay bookings, key access, or building approvals are required, you must arrange these in advance unless we have expressly agreed to do so. Failure to prepare the site properly may lead to delays, extra charges, or cancellation fees.

2. Payments and Charges

The price for the service will be set out in the quotation or booking confirmation. Charges may be calculated on an hourly basis, a fixed price basis, or a combination of both depending on the nature of the job. Any agreed extras, such as additional stops, waiting time, late evening work, stair carry charges, dismantling, reassembly, packing materials, or specialist handling, may be charged separately.

Unless otherwise stated, payment is due on completion of the work. In some cases, we may require full payment or a deposit in advance to secure the booking. Where a deposit is requested, the booking is not guaranteed until the payment has cleared. We accept payment by the methods stated at the time of booking. If payment is not made when due, we may withhold release of goods, suspend further services, or pursue recovery of any outstanding sums reasonably incurred.

All prices are stated in pounds sterling unless otherwise agreed. If VAT applies, this will be shown where relevant. Prices may also be adjusted if there are delays outside our control, including but not limited to heavy traffic, restricted access, waiting for keys or paperwork, or the need to complete additional work not included in the original scope. Any such changes will be communicated as soon as reasonably practicable.

3. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by notifying us as soon as possible. Because staffing, vehicle allocation, and route planning are arranged in advance, cancellation charges may apply depending on how much notice you give. If you cancel at short notice, particularly on the day of the move or after the crew has already been dispatched, you may be charged a proportion of the agreed fee to cover lost time and expenses.

If you need to change the booking date, time, or service details, we will do our best to accommodate the request. However, rescheduling is subject to availability and may result in a revised price. Any customer delay that causes the crew to wait beyond a reasonable period may incur waiting time charges. If access issues, unsafe conditions, or incomplete information prevent the service from being completed, the booking may be treated as cancelled by you, and the appropriate fees may apply.

We may also cancel or postpone a booking where there are unavoidable circumstances such as severe weather, vehicle breakdown, road closures, staff unavailability due to illness, or events outside our reasonable control. In such cases, we will aim to give notice and rearrange the service at the earliest practical opportunity. Our liability for unavoidable delay is limited as described below, except where the law provides otherwise.

5. Liability and Limitations

We will take reasonable care in handling your goods and performing the service. However, our liability is limited to loss or damage caused directly by our negligence or by a breach of our contractual obligations. We are not liable for loss or damage arising from pre-existing defects, inadequate packaging, poor weather conditions, ordinary wear and tear, or circumstances beyond our reasonable control. This includes items that are already loose, unstable, broken, or improperly assembled.

Where we are found legally liable for loss or damage, our responsibility will normally be limited to the lower of the replacement value of the item or the reasonable repair cost, subject to any agreed insurance terms and any limitations permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Nothing in these terms affects your statutory rights as a consumer.

You should consider whether your own insurance covers the goods being moved, especially for high-value or irreplaceable items. Unless separately agreed in writing, we do not provide valuation cover beyond standard commercial arrangements. We are not responsible for indirect or consequential losses, including loss of profits, loss of business, missed appointments, or emotional distress, except where such exclusion is not permitted by law.

6. Waste, Disposal, and Environmental Regulations

Where the booking includes waste removal or disposal, you must ensure that the items being collected are lawful for transport and disposal. We will only remove waste in accordance with applicable UK waste legislation and environmental rules. Hazardous materials, clinical waste, asbestos, gas cylinders, chemicals, solvents, batteries, and other controlled substances must be declared in advance and may not be accepted unless we have the legal authority and appropriate facilities to handle them.

By requesting disposal or clearance, you confirm that you have the right to dispose of the items and that they do not belong to another person unless that person has given permission. You also confirm that the waste has been correctly described, and you agree to pay any additional charges that arise from sorting, segregation, transfer, or lawful disposal. If any item is found to be prohibited, misdescribed, or unsafe, we may refuse collection or leave the item at the site where lawful and practical to do so.

We may ask for proof that goods are not waste, particularly where the condition of items suggests they may be discarded or abandoned. Where waste transfer notes, producer details, or other records are required, you must supply accurate information. We may retain documentation where required by law. Any customer arranging a man with van removal service involving waste accepts responsibility for ensuring compliance with environmental and duty-of-care obligations.

8. Complaints and Disputes

If you have a concern about the service, you should raise it as soon as reasonably possible so that we can investigate. Please keep photographs, documents, and itemised details of any issue, as these may be needed to assess a claim. Failure to notify us promptly may affect our ability to review the matter or inspect the goods. We will handle complaints in a fair and proportionate manner.

Any claim for loss or damage must be made within a reasonable time after the service has been completed or the issue discovered. We may require reasonable evidence of ownership, value, and the circumstances of the incident. If a claim is accepted, we may choose to repair, replace, or compensate for the affected item, subject to the limitations in these terms and any rights you have under law.

Nothing in this section removes your right to seek redress through the courts or any applicable alternative dispute resolution process where appropriate. We encourage informal resolution wherever possible, as this is usually the quickest and most practical way to resolve misunderstandings about a man with a van service or related moving arrangement.