Terms and Conditions

Man with Van Chiswick Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Chiswick provides removal and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

1.1 "Company" means Man with Van Chiswick, the provider of removal and related services.

1.2 "Customer" or "you" means the person, firm or organisation requesting the services of the Company.

1.3 "Services" means any removal, transportation, loading, unloading, packing, storage or related services provided by the Company.

1.4 "Booking" means an agreed request for Services, including the agreed date, time, locations and pricing.

1.5 "Goods" means all items and property which are the subject of the Services.

1.6 "Vehicle" means any van or other vehicle used by the Company to provide the Services.

2. Scope of Services

2.1 The Company provides man and van removal services and related activities such as local moves, house and flat removals, small office moves, collection and delivery of items, and assistance with loading and unloading.

2.2 The Services will be carried out using one or more Vehicles and personnel as deemed appropriate by the Company, based on the details provided by the Customer at the time of Booking.

2.3 The Company reserves the right to refuse to carry any Goods which in its sole opinion are hazardous, illegal, excessively heavy, fragile without proper protection, or otherwise unsuitable for transportation.

3. Booking Process

3.1 Bookings can be made by direct enquiry to the Company using its published contact methods. A Booking is not confirmed until the Company has provided explicit confirmation of the date, time, locations, vehicle size and charges.

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

(a) Full collection and delivery addresses, including any access restrictions such as narrow roads, low bridges, stairs or limited parking.

(b) A clear description of the Goods, including approximate volume or list of main items.

(c) Any special requirements such as dismantling or reassembly, packing assistance, or handling of delicate items.

3.3 The Company will base its quotation and estimated time on the information supplied by the Customer. If the information provided is incomplete or inaccurate, the Company reserves the right to adjust the price, amend the Services or, in serious cases, cancel the Booking.

3.4 The Customer is responsible for ensuring that someone with authority is present at both the collection and delivery addresses during the agreed time window to provide access, confirm instructions and sign any documentation.

4. Pricing and Quotations

4.1 Quotations may be provided on a fixed-price basis or an hourly-rate basis, depending on the nature of the job, the service area and the information provided at the time of Booking.

4.2 Quotations are normally based on factors including the number of personnel required, vehicle size, estimated duration, distance travelled, level of access, and any additional services requested.

4.3 Unless expressly stated otherwise, quotations do not include:

(a) Parking charges, congestion charges, tolls or similar fees incurred in performing the Services.

(b) Charges for waste disposal or removal of items classed as waste.

(c) Insurance beyond the Company’s standard liability as set out in these Terms and Conditions.

4.4 The Company reserves the right to revise a quotation or charge additional fees if:

(a) The Services take longer than estimated due to circumstances outside the Company’s control, such as poor access, delays caused by the Customer, or additional Goods not disclosed at Booking.

(b) The Customer requests additional services on the day, such as extra stops, additional labour, or dismantling of furniture not agreed in advance.

5. Payments

5.1 Payment terms will be agreed at the time of Booking. The Company may require a deposit to secure the Booking, particularly for larger jobs or peak times.

5.2 Unless otherwise agreed in writing, payment of any balance is due immediately upon completion of the Services on the day of the move.

5.3 The Company accepts common forms of payment as specified in advance, which may include cash and recognised electronic payment methods. The Customer is responsible for ensuring that funds are available and payment can be made promptly.

5.4 Where payment is not made on the due date, the Company reserves the right to charge reasonable late payment fees and interest, and may withhold or suspend further Services until all outstanding amounts are settled.

5.5 For business Customers, the Company may, at its discretion, agree alternative payment terms in writing. In the absence of such agreement, these standard payment terms apply.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a Booking, the Customer must notify the Company as soon as possible.

6.2 The following cancellation terms will normally apply:

(a) If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refundable or transferable at the Company’s discretion.

(b) If the Customer cancels within 24 to 48 hours of the scheduled start time, the Company may retain all or part of the deposit or charge a cancellation fee up to a reasonable proportion of the agreed price.

(c) If the Customer cancels within 24 hours of the scheduled start time, or fails to be available when the Vehicle arrives, the Company may charge up to 100 percent of the agreed price to cover lost time and costs.

6.3 If the Customer wishes to change the date, time, address or scope of the Services, the Company will make reasonable efforts to accommodate the request but cannot guarantee availability. Any changes may result in an adjustment to the price.

6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including adverse weather, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will offer an alternative date or, if no alternative can be agreed, will refund any deposit paid. The Company will not be liable for any indirect or consequential loss arising from such cancellation.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Ensuring that all Goods are properly packed, labelled and ready for loading at the agreed time, unless packing services have been expressly agreed.

(b) Ensuring that fragile or valuable items are adequately protected and clearly indicated to the Company’s staff.

(c) Arranging appropriate parking at both collection and delivery addresses, and obtaining any necessary permits in advance. Any fines or penalties arising from insufficient parking arrangements may be charged to the Customer.

(d) Ensuring safe and reasonable access to the property, including disclosure of any narrow staircases, low ceilings, long walking distances, or other obstacles that may affect handling of the Goods.

7.2 The Customer must not request the Company’s staff to carry out any work that is unsafe, illegal or outside the agreed scope of the Services.

7.3 The Customer is responsible for checking that nothing has been left behind at the collection address and that all Goods have been unloaded at the delivery address. The Company is not responsible for returning to the property to collect items that were not identified at the time of the move.

8. Excluded and Special Goods

8.1 Unless expressly agreed in writing, the Company will not carry:

(a) Hazardous, flammable, explosive or corrosive materials.

(b) Illegal goods or items obtained unlawfully.

(c) Live animals, plants requiring special conditions, or perishable foodstuffs.

(d) Cash, securities, precious metals, jewellery, antiques or items of exceptional value.

8.2 If the Company agrees to transport any such items by special arrangement, this will be subject to separate conditions and may incur additional charges or require specific packaging.

9. Liability and Insurance

9.1 The Company will exercise reasonable care and skill in handling, loading, transporting and unloading the Goods.

9.2 The Company’s liability for loss of or damage to the Goods, arising from negligence or breach of contract, will be limited to a reasonable amount per job, taking into account the nature, condition and value of the items, and subject to any specific agreements made in writing.

9.3 The Company will not be liable for:

(a) Loss or damage arising from inadequate or improper packing by the Customer.

(b) Damage to items that are inherently fragile or have an existing defect, where such damage could reasonably be expected to occur through normal handling.

(c) Loss of or damage to the contents of drawers, cupboards or containers that have not been emptied prior to the move, unless specifically agreed.

(d) Any indirect or consequential loss, such as loss of profits, loss of opportunity, or emotional distress.

9.4 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible, and in any event within seven days of completion of the Services, giving full details of the alleged loss or damage.

9.5 The Customer is advised to arrange separate insurance cover for high-value items or for comprehensive cover beyond the Company’s standard liability.

10. Parking, Access and Delays

10.1 The Customer is responsible for ensuring that suitable parking is available close to the collection and delivery addresses for the duration of the move.

10.2 If the Vehicle has to park at a greater distance than expected, or access is significantly more difficult than described at the time of Booking, this may lead to additional time and charges.

10.3 The Company is not responsible for delays caused by traffic, roadworks, accidents, adverse weather, or other circumstances beyond its control. The Customer should allow reasonable flexibility in timing.

10.4 If the Customer causes delays, including but not limited to late arrival, failure to provide access, or not being ready for loading, the Company may charge for waiting time at its standard hourly rate.

11. Waste and Disposal Regulations

11.1 The Company is a removal service and not a licensed waste carrier unless expressly stated. The Company cannot remove or dispose of items classified as waste unless permitted to do so under applicable regulations.

11.2 The Customer must not request the Company to dispose of household waste, construction rubble, hazardous materials or any items that require specialist disposal unless a specific arrangement has been made and any additional fees agreed.

11.3 Where the Company agrees to remove items for disposal, the Customer warrants that such disposal is lawful and that the items do not include hazardous or regulated waste. The Customer remains responsible for any breach of waste regulations arising from false or incomplete information supplied.

12. Complaints

12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that it can be addressed promptly.

12.2 Formal complaints should be submitted in writing, providing full details of the Booking and the nature of the complaint. The Company will review the complaint and respond within a reasonable timeframe.

13. Data Protection and Privacy

13.1 The Company will collect and use personal information provided by the Customer for the purposes of managing Bookings, delivering Services, processing payments and handling enquiries or complaints.

13.2 The Company will take reasonable steps to protect personal information and will not sell or disclose it to third parties except where necessary to perform the Services, comply with legal obligations, or with the Customer’s consent.

14. Force Majeure

14.1 The Company will not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events beyond its reasonable control. These events may include, but are not limited to, extreme weather, natural disasters, road closures, accidents, acts of terrorism, strikes, or unexpected mechanical breakdowns.

14.2 In such circumstances, the Company will make reasonable efforts to inform the Customer and to perform or reschedule the Services as soon as reasonably practicable.

15. Governing Law and Jurisdiction

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

15.2 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 Services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

16.2 The failure of the Company to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of that right or provision.

16.3 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company.

16.4 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of Booking will apply to that Booking, unless changes are required by law.

By making a Booking with Man with Van Chiswick, you confirm that you have read, understood and agree to these Terms and Conditions.