Man with Van Downe Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Downe provides removal, transport and related services. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied to consumer and business customers, unless otherwise agreed in writing.

1. Definitions

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

Service means any transport, removal, loading, unloading, packing, storage, or related service supplied by Man with Van Downe.

Vehicle means any van or other vehicle used to provide the Service.

Goods means the items, belongings, furniture, equipment, or materials that you request us to move, transport, or handle.

Customer, you or your means the person, firm or organisation booking the Service and responsible for payment.

We, us or our means Man with Van Downe.

2. Scope of Services

We provide man and van services for household and office removals, local and regional deliveries, and related transport needs. Our services are generally available in and around Downe and surrounding localities, though we may agree to travel further by prior arrangement.

The specific scope of your job, including dates, times, collection and delivery addresses, the number of operatives supplied, and any additional tasks such as packing, dismantling or assembling furniture, will be confirmed at the time of booking.

We reserve the right to refuse to carry certain items, including but not limited to hazardous materials, illegal substances, weapons, perishable goods, live animals, and items that in our reasonable opinion may pose a risk to health, safety, the Vehicle or other Goods.

3. Booking Process

Bookings may be made by contacting us and providing full and accurate details of the required Service. This includes the addresses, access details, approximate volume or list of Goods, special items such as pianos or safes, preferred dates and times, and any other relevant information.

We will provide a quotation based on the information you supply. The quotation may be an hourly rate, a fixed price, or a combination of both. Your booking will be confirmed once you accept the quotation and, where required, pay any deposit or booking fee specified at the time of quotation.

It is your responsibility to ensure that all information provided is complete and correct. If on arrival we find that the Service required is substantially different from that described at the time of booking, we may adjust the price, change the type or number of Vehicles or operatives, reschedule, or, in extreme cases, decline to carry out the Service.

Any estimated start or completion times are given in good faith but are not guaranteed. Bookings are subject to Vehicle and staff availability.

4. Quotations and Pricing

Unless stated otherwise, quotations are based on the details you provide and are valid for a limited period from the date of issue. Quotations may be withdrawn or revised if not accepted within the validity period, or if your requirements change.

Our prices may be calculated by reference to factors including distance, time, volume or weight of Goods, the number of operatives required, access issues, and any additional services requested. Surcharges may apply for work outside normal hours, difficult access, waiting time, tolls, congestion charges, parking costs, and additional labour.

If parking fees, permits or fines arise as a result of the collection or delivery, these may be added to your final bill where they are incurred directly in connection with providing the Service. It is your responsibility to arrange suitable and lawful parking for the Vehicle at both collection and delivery points where possible.

5. Customer Responsibilities

You must ensure that you are present, or that a responsible representative is present, at the collection and delivery addresses for the duration of the job. That person must be authorised to give instructions, sign job sheets, and confirm that the Service has been completed.

You are responsible for adequately packing and securing your Goods unless you have specifically arranged a packing service with us. Fragile or valuable items must be packed with appropriate care and clearly labelled. You should remove or secure loose parts such as shelves, drawers and cables before loading.

You must ensure that we have safe and reasonable access to the premises, including clear hallways, staircases, lifts and loading areas. You must also inform us of any unusual access issues, restrictions, parking limitations, road works, or property features that may affect our ability to provide the Service.

You must not ask our staff to carry out any activity that is unsafe, unlawful, or outside the normal scope of a man and van service. We reserve the right to decline any instruction that may jeopardise the safety of our staff, third parties, or your Goods.

6. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the Service on the same day. For longer jobs, multiple-day moves, or commercial contracts, we may require a deposit or part payment in advance, with the balance payable on completion or as otherwise agreed.

We may accept various methods of payment, which will be communicated to you at the time of booking. You are responsible for ensuring that you have the means to pay any amounts due when required. We reserve the right to withhold delivery of Goods or cease work if payment is not made when due.

Waiting time may be charged if we are delayed due to circumstances under your control, such as lack of access, incomplete packing, or delays in obtaining keys. Additional labour charges may apply if the job takes longer than anticipated due to underestimation of the volume of Goods, access difficulties, or extra tasks not previously agreed.

All prices are quoted exclusive of any applicable taxes unless stated otherwise. If any tax or government levy becomes payable in relation to the Service, you will be responsible for paying such amounts in addition to the quoted price.

7. Cancellations and Amendments

If you need to cancel or amend your booking, you must notify us as soon as possible. The following cancellation terms will generally apply unless we agree otherwise in writing.

If you cancel more than 48 hours before the agreed start time, any deposit paid may be refunded or transferred to a new booking at our discretion.

If you cancel within 48 hours but more than 24 hours before the agreed start time, we may retain all or part of any deposit to cover our costs, or charge a cancellation fee based on the expected value of the job.

If you cancel within 24 hours of the agreed start time or fail to be present at the collection address when the Vehicle arrives, we reserve the right to charge up to the full quoted amount to cover loss of work and staff time.

Where you request changes to the date, time, or scope of the Service, we will try to accommodate these alterations, but this cannot be guaranteed. Changes may result in revised pricing, rescheduling or, if impractical, cancellation in accordance with the above terms.

8. Delays and Access Issues

We will make reasonable efforts to arrive at the agreed time, but we are not liable for delays caused by events beyond our reasonable control. These may include traffic congestion, accidents, road closures, adverse weather, Vehicle breakdown, staff illness, or other unforeseen circumstances.

If we are delayed, we will aim to inform you as soon as reasonably practicable and agree a revised plan. We are not liable for any indirect or consequential loss, such as lost earnings or missed appointments, caused by such delays.

If we are unable to access the collection or delivery address at the agreed time due to issues under your control, such as incorrect addresses, inability to obtain keys, or unsuitable parking, waiting time or additional call-out charges may apply, or the job may be cancelled with cancellation charges as set out above.

9. Liability for Loss or Damage

We will take reasonable care in handling and transporting your Goods. However, our liability for loss or damage is subject to the following terms.

We are not liable for loss or damage arising from defective or inadequate packing carried out by you or a third party, nor for goods that are inherently fragile, unstable or unsuitable for transport, unless we have specifically agreed to handle them and they have been properly packed.

We are not liable for cosmetic damage to furniture or items that were already worn, weakened, or damaged prior to the move, or where it can be shown that the damage is consistent with pre-existing defects. We may ask you to highlight any fragile or damaged items before loading.

We are not liable for loss or damage caused by your failure to remove valuable, delicate or personal items from drawers, cupboards or similar furniture, or by your failure to secure or disconnect appliances and equipment before transport.

If we accept liability for loss of or damage to Goods caused by our negligence or breach of contract, our liability will, to the fullest extent permitted by law, be limited to the reasonable cost of repair or replacement of the affected item up to a maximum amount per job as notified to you or customarily applied by us.

We are not liable for any indirect or consequential loss, including but not limited to loss of income, profits, opportunity, or enjoyment, even if we have been advised of the possibility of such loss.

10. Customer Declarations and Excluded Items

You declare that the Goods do not include any items that are illegal, dangerous, explosive, flammable or otherwise hazardous, including but not limited to gas cylinders, fuel, chemicals, paint, firearms, drugs, or items that may deteriorate or cause contamination.

You agree that we may open boxes, bags or other containers if we have reasonable grounds to suspect they contain prohibited items or present a health and safety risk.

You are responsible for obtaining all necessary permissions, certificates or consents required for us to carry out the Service at the relevant properties. This may include permissions from landlords, building managers or neighbours where applicable.

11. Waste and Disposal Regulations

We are obliged to comply with applicable waste and environmental regulations. We are not a general waste collection service and do not remove household waste, rubble or building materials unless expressly agreed.

Where we agree to remove items for disposal, these must be non-hazardous and lawful to transport. We may charge additional fees for disposal, recycling or clearance services, and these will be made clear to you in advance where possible.

We will not knowingly carry any waste or items in breach of waste carriage regulations. If we discover that Goods include prohibited waste or hazardous materials, we may refuse to move such items, require you to remove them, or, if necessary, terminate the Service. You will be responsible for any costs, fines, or penalties arising from your breach of waste regulations.

12. Insurance

We maintain appropriate cover for our business operations in line with industry practice. However, you are strongly advised to arrange your own insurance for your Goods, especially for valuable or irreplaceable items, as our liability is limited as set out in these Terms and Conditions.

If you have specific insurance requirements, you must inform us before booking so that we can confirm whether we are able to meet those requirements. Nothing in these Terms and Conditions affects any rights you may have as a consumer under applicable law.

13. Complaints and Claims

If you wish to make a complaint or claim for loss or damage, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the Service. You should provide full details, including photographs where available, and any supporting information we may reasonably request.

We will investigate your complaint and respond within a reasonable period. You must give us a fair opportunity to inspect any alleged damage before repairs or disposal. Failure to do so may affect our ability to assess and, where appropriate, resolve your claim.

14. Data Protection and Privacy

In order to provide the Service, we may collect and process personal information such as your name, address, contact details and job details. We will only use this information to manage your booking, provide the Service, handle payments, and deal with any enquiries or complaints.

We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary for the performance of the Service, to comply with legal obligations, or with your consent.

15. Termination

We may terminate or suspend the Service at any time, with or without notice, if you commit a serious breach of these Terms and Conditions, if providing the Service would be unsafe or unlawful, or if events beyond our control prevent us from continuing.

Where we terminate due to your breach, we may retain all or part of any payments made and may invoice you for work carried out and costs incurred up to the date of termination.

16. Governing Law and Jurisdiction

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

You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the Service provided, subject to any mandatory rights you may have as a consumer to bring proceedings in your local courts.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, and any single or partial exercise of such right or remedy shall not prevent any further or other exercise.

These Terms and Conditions constitute the entire agreement between you and us relating to the Service, except where expressly supplemented or varied in writing. Any variation shall only be effective if agreed by us in writing.