Terms and Conditions
Man with Van Tolworth Terms and Conditions
1. Introduction
These Terms and Conditions set out the basis on which Man with Van Tolworth provides removal, transportation, and related services to private and business customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. You should read them carefully before confirming a booking.
These terms apply to all services supplied within our normal operating areas and any additional locations we may serve from time to time. Any variation to these terms must be agreed in writing prior to the commencement of services.
2. Definitions
In these Terms and Conditions, the following definitions apply:
Company means Man with Van Tolworth, the service provider.
Customer means the individual, business, or organisation requesting and paying for the services.
Services means any removal, transportation, loading, unloading, packing, furniture assembly or related work carried out by the Company.
Vehicle means any van or other vehicle used by the Company to provide the services.
Goods means all items, furniture, personal belongings, business equipment, or any other property handled, transported, or stored by the Company for the Customer.
Booking means an agreed appointment for the provision of services, whether made by phone, online, or in writing.
3. Booking Process
All services must be booked in advance. A booking is not confirmed until the Company has accepted it and, where applicable, any required deposit has been received. The Customer is responsible for providing accurate information when making a booking, including collection and delivery addresses, access details, approximate volume or list of items, and any special requirements.
The Company may provide an estimated price based on the information supplied. The final charge may vary if the actual work differs from the information originally provided, including changes in volume of goods, access conditions, waiting times, or additional services requested on the day.
The Customer must notify the Company as soon as possible of any changes to the booking details. The Company will use reasonable efforts to accommodate changes, but this may not always be possible and may result in an adjustment to the price.
4. Estimates and Pricing
Prices are generally based on hourly rates, fixed quotes, or a combination of both, depending on the nature of the job. Any estimate given prior to viewing the Goods or premises is not binding and is provided as a guide only. A more accurate quote may be provided following assessment of the work required.
The Company reserves the right to amend the price if:
1. The Customer supplies inaccurate or incomplete information.
2. The work involves additional services not originally agreed, such as packing, dismantling or reassembly of furniture, or extra trips.
3. Access to the property is significantly more difficult than described, for example due to stairs, lifts, long walking distances, restricted parking, or vehicle access limitations.
4. The journey involves additional charges, such as congestion charges, tolls, or parking fees.
Any additional charges incurred on the day of the move will be added to the final invoice and are payable by the Customer.
5. Payments
Unless otherwise agreed in writing, payment is due on completion of the services on the same day. For larger moves or business contracts, the Company may require a deposit or part payment in advance. The balance will be due as specified in the booking confirmation.
Payment methods accepted will be communicated during the booking process. All amounts are payable in the currency stated on the invoice. The Customer is responsible for any bank charges or transaction fees incurred when making payment.
If payment is not made when due, the Company reserves the right to:
1. Charge reasonable interest on outstanding sums until payment is received in full.
2. Suspend or refuse further services.
3. Retain Goods in its possession as security for payment, subject to applicable law.
6. Cancellations and Amendments
The Customer may cancel or amend a booking by providing notice to the Company. The following cancellation terms will normally apply, unless otherwise agreed:
If the Customer cancels more than 7 days before the agreed date, any deposit paid may be refunded, less any reasonable administrative costs.
If the Customer cancels within 7 days but more than 48 hours before the agreed date, the Company may retain part or all of any deposit to cover lost booking time.
If the Customer cancels within 48 hours of the agreed date, the Company may charge a cancellation fee up to the full estimated cost of the booking, especially where it is unlikely that an alternative booking can be arranged for that time.
If the Customer is not present or not ready at the agreed time, or if access is not available and the Company is unable to carry out the services, this may be treated as a late cancellation and applicable charges may apply.
The Company may cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to vehicle breakdown, severe weather, accidents, staff illness, or safety concerns. In such cases, the Company will use reasonable efforts to notify the Customer and offer an alternative date or time. The Company will not be liable for any consequential loss arising from such cancellation or delay.
7. Customer Responsibilities
The Customer is responsible for:
1. Ensuring that adequate and legal parking is available at both collection and delivery addresses, and paying any associated permits, meter charges, or fines resulting from inaccurate information about parking.
2. Ensuring that all Goods are properly packed, secured, and ready for transport, unless the Company has agreed to provide a packing service.
3. Informing the Company of any fragile, valuable, or special care items, including but not limited to antiques, artwork, glass, electrical equipment, and items of high monetary or sentimental value.
4. Ensuring that all Goods are legally owned or that the Customer has full authority to move them.
5. Being present, or appointing a representative to be present, at the collection and delivery addresses to supervise the move and check that all Goods are loaded and unloaded as required.
The Customer must not request the Company to move or transport any Goods that are illegal, dangerous, explosive, highly flammable, perishable, or otherwise unsuitable for transport.
8. Limitations of Service
The Company does not undertake to disconnect or reconnect appliances, remove doors, windows, or other fixtures, or carry out any structural alterations unless explicitly agreed in writing. Any assistance given with such tasks is at the Customer's request and risk.
Heavy or bulky items may be refused if, in the opinion of the Company, they cannot be moved safely due to weight, size, access restrictions, or health and safety regulations. The Company reserves the right to refuse to move items where it considers there is a risk of damage to property or injury to persons.
9. Liability for Loss or Damage
The Company will take reasonable care in handling, loading, transporting, and unloading Goods. However, the Companys liability for loss or damage is subject to the following terms.
The Company will not be liable for:
1. Loss or damage resulting from the Customer's failure to pack items properly, including use of unsuitable or damaged containers.
2. Damage to items which were already defective, fragile, or in poor condition.
3. Loss or damage to items packed by the Customer, where there is no evidence of external damage to the packaging.
4. Loss or damage caused by fair wear and tear, atmospheric or climatic conditions, or inherent defects in the Goods.
5. Loss or damage resulting from the transportation of prohibited or dangerous items, whether declared or not.
6. Indirect or consequential loss, such as loss of income, loss of profits, or loss of opportunity.
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable, and in any event within 7 days of completion of the services. The Customer must provide reasonable evidence of the loss or damage, including photographs and proof of value where applicable.
Where liability is accepted, compensation may be limited to the reasonable repair or replacement cost of the item, taking into account its age, condition, and market value, and may be subject to an overall cap as notified by the Company.
10. Property Damage
The Company will take reasonable care to avoid damage to property such as walls, floors, doors, and fixtures during the move. However, the Customer should take precautions to protect particularly vulnerable areas.
The Company will not be liable for minor cosmetic damage, such as small scuffs, marks, or scratches that may occur despite reasonable care. Any structural damage or significant damage to property must be reported to the Company as soon as possible and in any event within 7 days of the moving date.
11. Waste and Environmental Regulations
The Company is not a licensed waste carrier and does not provide waste disposal or rubbish removal services unless specifically agreed and carried out in compliance with relevant regulations. The Customer must not include household waste, builder's waste, hazardous materials, or other items intended for disposal among Goods to be moved.
If the Company agrees to remove and dispose of certain items, this will be clearly identified and may be subject to additional charges. Any such services will be performed in accordance with applicable environmental and waste regulations. The Customer is responsible for providing accurate information about the nature of the items to be disposed of and for ensuring that no prohibited or hazardous materials are included.
The Company reserves the right to refuse to transport or dispose of any items it reasonably believes to be unlawful, unsafe, or non-compliant with waste regulations.
12. Delays and Waiting Time
The Company will use reasonable efforts to adhere to agreed arrival and completion times but cannot guarantee exact timings due to factors such as traffic, weather, and access issues. Any times given are estimates only.
If the move is delayed for reasons outside the Companys control, including delays in gaining access to the property, delays caused by the Customer, or delays caused by third parties, additional waiting time may be charged at the prevailing hourly rate.
The Company will not be liable for any loss or expense incurred by the Customer as a result of delays that are outside the Companys reasonable control.
13. Insurance
The Company maintains appropriate insurance for its vehicles and business activities as required by law. This does not necessarily replace the Customer's own insurance for contents or business equipment.
The Customer is strongly advised to ensure that adequate insurance cover is in place for Goods during transit and handling, especially for high value items. Details of any additional cover that may be available from the Company can be requested during the booking process.
14. Complaints
If the Customer is dissatisfied with any aspect of the services, they should notify the Company as soon as possible so that the matter can be investigated and, where appropriate, resolved. Complaints relating to loss or damage must comply with the notification time limits set out in these terms.
The Company will endeavour to respond to complaints promptly and to work with the Customer to reach a fair outcome, bearing in mind the limitations and exclusions of liability described in these Terms and Conditions.
15. Data Protection and Privacy
The Company will collect and use personal information about the Customer only as necessary for the provision of services, administration of bookings, and compliance with legal obligations. Personal information will be handled securely and will not be shared with third parties except as required to deliver the services or where required by law.
By making a booking, the Customer consents to the Company using their details for the purposes explained above. The Customer may request details of the personal information held about them and may request corrections where necessary.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
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 their subject matter.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the services, and supersede any prior agreements, understandings, or representations, whether oral or written.
