Terms and Conditions for Man With Van Elmstead

These Terms and Conditions set out the basis on which Man With Van Elmstead provides moving, loading, unloading, delivery, and related transport services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. These conditions are designed to create a clear understanding of the service, including the booking process, payments, cancellations, liability limits, waste handling, and the applicable law. They should be read carefully before any arrangement is confirmed.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Man With Van Elmstead name. References to “you” and “your” mean the customer, client, or person booking the service on behalf of another party. Unless otherwise agreed in writing, all services are provided subject to these terms only, and any conflicting conditions from the customer shall not apply unless expressly accepted by us.

Our services may include single-item transport, part-load moves, full van removals, collection and delivery, labour for carrying items, and associated handling tasks. The exact scope of work will depend on the booking details agreed in advance. Any special requirements, such as stairs, long carries, parking restrictions, fragile items, heavy items, dismantling, or assembly, should be disclosed before confirmation so that the service can be priced and planned correctly.

1. Booking Process

A booking with Man With Van Elmstead is only considered confirmed once we have accepted the job details and, where required, received a deposit or advance payment. Bookings may be made by telephone, email, online form, or other agreed method. A booking request does not create a binding contract until we issue confirmation. We may decline a booking at our discretion, including where the requested service is outside our operational capacity, unsafe, or not commercially viable.

When requesting a quote or booking, you must provide accurate and complete information. This includes the collection and delivery addresses, access conditions, item descriptions, estimated volume or weight, number of floors, timing constraints, and any special handling requirements. If the information supplied is incorrect or incomplete, the price, vehicle size, number of staff, or completion time may need to be revised. Any changes after confirmation may result in additional charges.

We will use the details supplied to assess the nature of the job and to allocate suitable resources. If the actual work differs significantly from the booking description, we reserve the right to refuse to start, pause the work, or amend the fee. This protects both parties and helps ensure that the service remains safe, efficient, and properly insured.

2. Prices and Payments

The price for the service will be confirmed in advance where possible. Quotes may be based on hourly rates, fixed fees, mileage, the number of operatives, vehicle size, waiting time, or a combination of these factors. Unless stated otherwise, all prices are exclusive of VAT, additional parking costs, congestion charges, tolls, ferry fees, entry permits, disposal charges, or other third-party expenses, which may be added where applicable.

Payment is due according to the terms agreed at booking. In many cases, payment must be made immediately upon completion of the job, although deposits, partial prepayments, or full advance payment may be required for certain services. We accept payment by the methods agreed at the time of booking. If payment is not made when due, we may charge reasonable recovery costs and interest where permitted by law.

Waiting time caused by delays on site, inaccessible premises, missing keys, poor planning, or late arrival of the customer may be charged at the prevailing rate. If the job is delayed beyond a reasonable period, additional labour or vehicle charges may apply. We may also request payment in advance where there is a significant risk of delay, complex access, or a history of non-payment.

3. Customer Obligations

You are responsible for ensuring that items are ready for collection at the agreed time and that access is safe and suitable for the vehicle and workforce. This includes arranging parking, obtaining permits if required, informing neighbours where necessary, and ensuring that pathways, lifts, and stairwells are unobstructed. If access cannot be achieved, we may charge for wasted attendance or waiting time.

You must ensure that all items are packed appropriately unless packing has been agreed as part of the service. Fragile, valuable, loose, or hazardous items should be clearly identified. We are not responsible for damage caused by inadequate packing or by concealed defects in items, such as weak frames, unsecured doors, loose fittings, or unstable contents. If you request us to move items that are not properly protected, you do so at your own risk, subject to the limits of liability in these terms.

The customer must not ask us to transport goods that are unlawful, dangerous, unstable, leaking, contaminated, or otherwise unsuitable for carriage in a standard removal van. If prohibited or undeclared items are discovered, we may refuse to carry them, stop the work, or report the matter where required. Any costs arising from the handling or disposal of such items may be charged to you.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking, but notice must be given as early as possible. Where a booking is cancelled at short notice, a cancellation fee may apply to cover administration, reserved vehicle time, staff allocation, and lost business. The amount charged will depend on the notice provided and the specific circumstances of the booking.

If cancellation occurs after our team has already been dispatched, arrived at the location, or commenced loading, you may be charged for the full or partial cost of the service, including travel and waiting time. If a deposit has been paid, we may deduct cancellation charges from that amount. In some cases, deposits may be non-refundable, particularly for same-day, long-distance, or specially arranged work.

We reserve the right to cancel or postpone a booking due to adverse weather, vehicle breakdown, staff illness, safety concerns, traffic disruption, legal restrictions, or any event outside our reasonable control. If we cancel for reasons within our control, we will offer an alternative date or refund any amount paid for the affected service. We will not be liable for losses caused by unavoidable disruption, provided we have acted reasonably.

5. Liability and Insurance

We will take reasonable care when handling your belongings, but our liability is limited as set out in these terms. 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, we are not responsible for indirect, consequential, or purely financial losses such as loss of profit, loss of business, or missed deadlines.

Where we are found liable for loss or damage to goods, our responsibility will generally be limited to the lower of the repair cost, replacement value, or a reasonable amount reflecting the age and condition of the item at the time of the incident. We are not liable for pre-existing damage, ordinary wear and tear, defective packing, hidden defects, or deterioration inherent in the item. It is your responsibility to disclose items of exceptional value and to arrange suitable insurance if required.

We may hold public liability and/or goods-in-transit insurance, but insurance cover is not a guarantee against every loss and may be subject to exclusions and claim conditions. You should consider whether your own household, contents, or business insurance provides better protection for valuable or delicate possessions. Any claim must be notified promptly and supported by reasonable evidence, such as photographs, invoices, or item descriptions.

6. Waste Regulations and Disposal

Where our service includes the removal of unwanted items, waste handling will be carried out in accordance with applicable UK waste legislation and duty of care requirements. We do not unlawfully dispose of waste and will only remove materials that have been agreed in advance. If items are to be treated as waste, it is important that they are declared honestly so that lawful disposal arrangements can be made.

You must not present hazardous waste, controlled substances, asbestos, clinical waste, gas bottles, chemicals, oils, paints, batteries, or electrical equipment containing prohibited materials unless we have expressly agreed and are legally able to handle them. If undeclared waste of this type is discovered, we may refuse collection, charge additional fees, or require the customer to take the items back. Any fines, losses, or third-party charges resulting from inaccurate declarations may be charged to you.

Where waste is taken to an authorised facility, you may be required to pay disposal charges, landfill charges, or related costs. We may keep records of waste transfers or disposal receipts where appropriate. Man With Van Elmstead reserves the right to refuse any waste load that would place us in breach of law, licensing conditions, or environmental obligations.

7. Delays, Access, and Service Conditions

Times given for arrival or completion are estimates only unless expressly stated otherwise. Although we aim to arrive promptly, times may be affected by traffic, weather, prior jobs, loading complexity, or events beyond our control. We are not liable for minor delays where we have taken reasonable steps to perform the service within a reasonable time.

If premises are inaccessible, unsafe, or materially different from what was described at booking, we may postpone the job or make an additional charge. Examples include blocked entrances, narrow staircases, unserviceable lifts, unsuitable parking, or restricted loading zones. You must ensure that the environment is suitable for the agreed work and that any permissions required for access are obtained in advance.

Where a job cannot be completed because of factors attributable to the customer, we may still charge for the time, labour, and vehicle allocation already committed. If a partial service is completed, we are entitled to payment for the work performed up to that point. Any further attendance will be subject to a new arrangement or revised terms.

8. Dangerous, Prohibited, or Misdeclared Goods

We do not carry items that are illegal, hazardous, explosive, toxic, corrosive, flammable, or otherwise dangerous unless specifically agreed in writing and lawfully permitted. This includes items that pose a risk to the vehicle, our staff, the public, or the environment. If such goods are presented without warning, we may immediately refuse transport and charge the customer for any costs already incurred.

You must tell us in advance if any item requires special handling, lifting equipment, or additional personnel. Heavy or awkward objects may need to be assessed before acceptance. We may refuse to move items that are too heavy, unstable, or unsafe for standard manual handling. Any attempt to conceal the true nature of goods may result in termination of the service without refund.

If we suspect that goods are misdeclared, contaminated, or not suitable for transport, we may inspect them to the extent reasonably necessary to protect safety and compliance. We may also stop the job if continuing would be unsafe or unlawful. No liability will arise to you for refusal based on reasonable health, safety, or legal concerns.

9. Complaints and Claims

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate. Claims for damage, shortage, or loss should be made promptly and, where practical, before the goods are unpacked or moved on from the delivery location. Delay in reporting an issue may affect our ability to assess the claim.

To support a complaint or claim, you may be asked to provide photographs, a description of the item, proof of value, details of packaging, and any relevant circumstances. We will review complaints fairly and in good faith. Where appropriate, we may inspect the item, discuss repair options, or offer a reasonable settlement in line with these terms and any applicable insurance arrangements.

Nothing in this section limits your statutory rights as a consumer where they apply. However, any claim must be brought within a reasonable time and in any event within the relevant legal limitation period. We recommend that you retain evidence of value and condition before the service begins.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed to the minimum extent necessary, and the remainder of the terms shall continue in full force and effect. No delay or failure by us to enforce any right shall operate as a waiver of that right.

By proceeding with a booking for Man With Van Elmstead, you confirm that you have read, understood, and accepted these terms. They are intended to provide a fair and practical framework for the service, while protecting both the customer and the service provider. Where a written contract or specific quotation contains additional terms, those terms will apply alongside these Conditions unless expressly stated otherwise.