Terms and Conditions for Man With Van North Kensington

These Terms and Conditions govern the provision of man and van services by Man With Van North Kensington (“we”, “us”, “our”) to the customer (“you”, “your”). By making a booking, requesting a quotation, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before confirming any service, as they set out the basis on which our removal, transport, and related handling services are supplied. These terms apply to domestic and commercial jobs, unless otherwise agreed in writing.

We aim to provide a professional, efficient, and reasonably flexible service. However, all services are subject to availability, access conditions, accurate information provided by you, and any limits imposed by law, safety requirements, or operational constraints. Nothing in these terms affects your statutory rights where you are dealing as a consumer. If any term is found to be invalid or unenforceable, the remaining terms shall continue to apply in full.

These terms are intended to be a fair and practical framework for the use of our van and man service. They address how bookings are accepted, how payment is handled, what happens if a job is cancelled or changed, how liability is limited, and how waste must be dealt with lawfully. Where a separate written agreement, quotation, or invoice includes additional conditions, those will apply alongside these terms unless expressly stated otherwise.

1. Booking Process

A booking request may be made by any agreed communication method, including online enquiry, telephone, text, or email. Any quotation we provide is based on the information available at the time, including the type and volume of items, access arrangements, collection and delivery points, and any special handling requirements. A quotation is not a fixed offer unless we confirm it as such in writing.

To secure a booking, we may require confirmation of the following: the date and time window, service type, property access details, parking considerations, inventory or approximate load size, and any items requiring disassembly, wrapping, lifting equipment, or multiple crew members. You must provide accurate and complete information. If details change before the job starts, we may revise the price, resources, or timing accordingly.

The booking is only accepted when we confirm it. Until confirmation is issued, no agreement exists to provide the service on a particular date or at a particular rate. We may refuse or decline a booking where we are unable to meet access requirements, where the item list presents unreasonable risk, where the work would be unsafe, or where the request falls outside our normal service scope. We may also ask for supporting information, such as photographs, item dimensions, or building access information, to ensure the service can be planned safely and accurately.

2. Service Scope and Customer Responsibilities

Our man with a van service may include loading, transport, unloading, and limited assistance with positioning items at the delivery address. Unless otherwise agreed, we do not provide specialist packing, hazardous waste removal, or dismantling of fixed structures. Any additional labour requested on the day may be chargeable and subject to operational approval. We may decline to move items that are unsafe, unreasonably heavy for the access conditions, or prohibited by law.

You are responsible for ensuring that all items are ready for collection at the agreed time. This includes disconnecting appliances, emptying contents where required, removing personal data from electronic devices, securing loose parts, and protecting fragile items unless we have agreed to provide packing materials or wrapping services. You must also ensure that parking, loading access, and building entry arrangements are lawful and suitable for the vehicle and crew. Any fines, penalties, or charges arising from incorrect parking information or access arrangements may be charged to you where caused by your instructions or omission.

We may rely on your instructions as to where items should be placed, stored, loaded, or unloaded. If you or your representative are not present, we may act on the most reasonable interpretation of your instructions, but we are not responsible for disputes arising from unclear directions. If you request assistance with items in restricted areas, lofts, basements, or multi-storey properties, you must disclose any special risks, and you may be asked to sign acknowledgement of those risks before work begins.

3. Payments and Charges

Prices may be quoted as a fixed fee, an hourly rate, or a combination of the two, depending on the nature of the work. Unless stated otherwise, our charges may include labour, vehicle use, fuel, and standard loading/unloading time. Additional charges may apply for waiting time, congestion, parking, congestion-related delays, route changes, additional stops, extra labour, stairs, heavy items, long carries, or work outside normal hours. Any estimate of duration is approximate only.

Payment is due in accordance with the invoice or booking confirmation. We may require a deposit to secure the booking, and the balance must be paid when the service is completed, unless we agree to alternative payment terms in writing. We accept only the payment methods we specify at the time of booking or invoicing. If payment is not received on time, we may suspend future services, charge reasonable recovery costs, and retain any goods or materials within our lawful control to the extent permitted by law.

All stated prices are exclusive of any applicable taxes unless expressly stated otherwise. If the scope of the job changes materially, we may adjust the price to reflect the revised labour, mileage, vehicle use, or risk profile. In the event of unexpected circumstances such as extended delays, additional floors, unreported items, or route restrictions, we will explain any revised charge as soon as reasonably practicable. You agree that our records of time spent, mileage, and service activities may be used to support invoicing.

4. Cancellations, Rescheduling, and Delays

If you need to cancel or reschedule, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice is given and whether costs have already been incurred, including crew allocation, fuel, vehicle preparation, or third-party reservations. Where a deposit has been paid, it may be retained in full or in part to cover reasonable losses caused by late cancellation, subject always to applicable consumer law.

If you are not ready at the agreed time, or if access is unavailable due to matters within your control, we may charge waiting time or treat the booking as cancelled if we are unable to complete the work within a reasonable period. If a delivery cannot be completed because the destination is inaccessible, unsafe, or improperly prepared, we may store the goods temporarily at your risk and charge any resulting costs. If we must postpone or cancel due to weather, road closures, vehicle issues, staffing problems, or safety concerns, we will contact you promptly to rearrange the service.

We are not responsible for indirect losses caused by delay, including missed appointments, lost earnings, or inconvenience, unless these arise from our negligence and are recoverable under law. Where a new date is agreed following cancellation or delay, the booking may be subject to revised availability and charges. Our aim will always be to act reasonably and to minimise disruption, but this cannot be guaranteed in every circumstance.

5. Liability and Damage

We will take reasonable care when handling your belongings, but you acknowledge that loading, transit, and unloading involve inherent risks. Our liability for loss or damage is limited to losses caused by our proven negligence, breach of contract, or wilful misconduct. We do not accept responsibility for pre-existing damage, items that were inadequately packed, concealed defects, or deterioration resulting from normal wear and tear. Where fragile goods are transported, you should ensure they are suitably packed and labelled unless we have expressly agreed to pack them.

We are not liable for damage arising from defective or unsuitable packaging, incorrect instructions, insufficient access information, or failure by you to disclose weight, dimensions, or hazards. Likewise, we are not responsible for internal damage to appliances, electronics, or furniture that occur because items were not properly prepared for transport. Any claim for damage must be reported within a reasonable time and, where possible, before the crew leaves the delivery location. You may be asked to provide photographs, proof of value, or other supporting evidence.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any one claim shall not exceed the amount paid for the relevant service, unless a higher limit is required by statute or separately agreed in writing. We recommend that you arrange adequate insurance for goods of unusual value or sentimental significance.

6. Waste Regulations and Disposal

If the service includes removal of unwanted items, skips, or general disposal, you must ensure that the materials are accurately described and legally transferable. We will only handle waste in accordance with applicable environmental and waste management laws, including the requirement to transfer waste to authorised facilities or licensed operators where required. We may ask you to confirm whether items are reusable, recyclable, or non-hazardous before accepting them for removal.

You must not request us to transport or dispose of prohibited waste, including hazardous substances, asbestos, chemicals, oils, pressurised containers, clinical waste, or any item requiring specialist licensing unless we have expressly agreed and are authorised to do so. If prohibited waste is discovered during the job, we may refuse to carry it, isolate it for safety, or terminate the relevant part of the service. Any additional costs resulting from misdescription or unlawful disposal requests will be your responsibility.

Where waste transfer documentation is required, you agree to provide all information needed for lawful handling, classification, and traceability. We may retain records of disposal, transfer, or recycling arrangements where required by law. You acknowledge that unlawful disposal, fly-tipping, or misrepresentation of waste type may result in criminal or civil penalties, and you agree not to use our services for any unlawful purpose. We reserve the right to refuse any load that would place us in breach of environmental or transport regulations.

7. Insurance, Complaints, and Data Use

We maintain such insurance cover as is appropriate for the nature of our operations. However, insurance arrangements do not create rights beyond those set out in these terms or required by law. If you wish to rely on additional protection for high-value items, you should confirm whether enhanced cover is available before the job begins. Any claim under our insurance procedures may be subject to documentation, inspection, and independent assessment.

Should you have a concern about the service, you should raise it promptly so it can be reviewed while the facts are still current. We may request details about the booking, the items affected, the condition of the property, and any evidence relevant to the issue. We will investigate matters fairly and in good faith. However, dissatisfaction alone does not create a right to compensation unless there has been a breach of contract or negligence causing recoverable loss.

We may process personal data provided by you for the purposes of quotation, booking administration, invoicing, service delivery, dispute handling, and legal compliance. Information will be handled in accordance with applicable data protection law. We will not use your data for unrelated purposes unless permitted by law or with your consent. You should ensure that any third-party contact details or delivery instructions supplied to us are accurate and that you have authority to share them.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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, except where consumer law provides otherwise. If any issue arises regarding interpretation, the English language version of these terms shall prevail.

We reserve the right to update or amend these terms from time to time. Any changes will apply to bookings made after the revised terms are issued or made available. The version in force at the time of your booking will normally apply to that service, unless a later change is required by law or agreed between us. By continuing to use our man with van service, you acknowledge that you have read, understood, and accepted these terms.

Important: these terms are intended to support a clear, lawful, and professional service arrangement. If any part of the agreement needs clarification, the safest course is to ensure it is confirmed in writing before the job starts. Our objective is to deliver a reliable man and van North Kensington service while operating fairly, safely, and within the law.