Man with Van Elmstead Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Elmstead provides van, removal and related services to private and business customers. By making a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company refers to Man with Van Elmstead, the provider of removal, transport and related services.
Customer refers to the person or organisation requesting or paying for the services.
Services refers to any removal, transport, delivery, packing, loading, unloading, or associated work provided by the Company.
Vehicle refers to any van or other vehicle used by the Company in providing the Services.
Goods refers to any items, belongings, furniture, equipment or materials moved, transported or handled by the Company under these Terms.
2. Scope of Services
The Company provides man and van services, including domestic removals, small office moves, furniture and item transport, and related loading and unloading assistance. The Services may be carried out within the local service area and to or from other locations as agreed at the time of booking.
The exact scope of work, including the number of personnel, size of Vehicle, estimated time, and any additional services such as packing, will be agreed in advance with the Customer and confirmed in the booking details or quotation. The Company is under no obligation to provide services that fall outside the agreed scope.
3. Booking Process
3.1 Initial enquiry and quotation
The Customer may request an estimate or quotation by providing details of the required Services, including collection and delivery addresses, access information, approximate inventory of Goods, preferred dates and times, and any special requirements. Quotations are based on the information supplied and may be revised if that information proves to be incomplete or inaccurate.
3.2 Acceptance of quotation
A booking is only confirmed once the Company has accepted the Customer's request for Services and communicated confirmation. Acceptance may be subject to availability, security checks, and in some cases the payment of a deposit. Verbal or written quotations do not constitute a booking until the Company confirms the date, time, and key details of the work.
3.3 Changes to bookings
The Customer must promptly inform the Company of any changes to the details of the booking, including dates, times, addresses, access arrangements, or volume of Goods. Changes are subject to availability and may result in a revised quotation. The Company reserves the right to refuse changes that cannot reasonably be accommodated.
3.4 Access and parking
The Customer is responsible for ensuring that adequate access and legal parking are available for the Vehicle at both collection and delivery locations. This includes obtaining any parking permits or authorisations where necessary. Waiting time, additional walking distances, or the inability to park reasonably close to the premises may result in extra charges or delays.
4. Pricing and Payments
4.1 Pricing structure
Services may be charged on an hourly rate, a fixed price basis, or a combination of both, as explained to the Customer during the booking process. Prices are determined by factors such as time, distance, volume and nature of Goods, the number of personnel required, access conditions, and any additional services requested.
4.2 Deposits
The Company may require payment of a deposit to secure a booking. The amount and due date of any deposit will be communicated to the Customer at the time of booking. Deposits are generally non-refundable, except as specifically set out in these Terms or agreed in writing by the Company.
4.3 Payment terms
Unless otherwise agreed in writing, all charges are payable by the Customer either in advance of the Services or immediately upon completion of the work on the day of the move. The Company reserves the right to withhold commencement or completion of the Services if payment is not received in accordance with the agreed terms.
4.4 Additional charges
Additional charges may apply where:
There are delays caused by the Customer, including waiting for keys, delayed access, or incomplete packing when the Company arrives.
The volume, weight or nature of the Goods exceeds the information provided at booking.
Access is restricted, such as long carry distances, stairs, or lack of lifts where these were not previously disclosed.
Work is required outside agreed hours or on additional days.
Extra services are requested, such as assembly, disassembly, packing, or storage arrangements.
Where additional charges apply, they will be calculated on the same rate basis as the original booking or as otherwise reasonably determined by the Company and are payable by the Customer in full.
5. Cancellations and Rescheduling
5.1 Cancellation by the Customer
The Customer may cancel a booking by giving notice to the Company. Cancellation charges may apply depending on the amount of notice provided.
If the Customer cancels more than a reasonable period in advance of the agreed start time, any deposit may be retained to cover administrative costs, unless otherwise stated.
If the Customer cancels within a short period of the agreed start time, up to the full quoted price may become payable, at the Company's discretion, particularly where the Company is unlikely to be able to obtain substitute work.
5.2 Rescheduling by the Customer
The Customer may request to reschedule a booking subject to availability. If rescheduling is requested at short notice, the Company may treat this as a cancellation and new booking and apply relevant charges. Any rescheduled booking may require a revised quotation.
5.3 Cancellation by the Company
The Company may cancel or suspend a booking if:
The Customer fails to provide accurate information, adequate access, or valid payment details.
The Company has reasonable grounds to believe that providing the Services would pose a risk to the safety of staff, Vehicles, or third parties.
Events beyond the Company's reasonable control prevent the Services from being carried out.
In such cases the Company will endeavour to provide as much notice as reasonably practicable and, where appropriate, offer alternative dates. The Company's liability in such circumstances is limited to the return of any prepayments made for Services not provided.
6. Customer Responsibilities
The Customer is responsible for:
Ensuring that Goods are properly packed, secured and ready for transport, unless packing services have been specifically agreed.
Removing any items from furniture or appliances that could move or cause damage during transit, unless otherwise agreed.
Providing accurate information about the nature of the Goods, including fragile, high value, or heavy items.
Ensuring that children, pets and other household members do not interfere with the safe loading and unloading of Goods.
Checking that nothing intended to be moved is left behind and that nothing unsuitable or prohibited is included for transport.
7. Items Excluded from Transport
The Company will not carry:
Illegal items or substances.
Explosives, flammable or hazardous materials, including gas bottles and certain chemicals.
Perishable goods likely to spoil during transport.
Animals or live plants, unless explicitly agreed in advance.
Any items which, in the opinion of the Company, may pose a risk to safety, property or compliance with regulations.
If such items are transported without the Company's knowledge, the Company shall have no liability for any loss, damage, delay or consequences arising from them and may remove, dispose of or otherwise deal with them at the Customer's cost.
8. Liability and Limitations
8.1 Duty of care
The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Customer accepts that normal risks associated with moving and transport may still arise.
8.2 Exclusions of liability
Unless otherwise agreed in writing, the Company shall not be liable for:
Damage to Goods that are not adequately packed or are inherently fragile, including but not limited to glass, mirrors, artwork, and electronics.
Damage to Goods where the Customer or a third party has participated in loading or unloading against the advice of the Company.
Loss or damage arising from wear and tear, moth, vermin, changes in atmospheric conditions, or inherent defects in the Goods.
Loss of or damage to perishable items, cash, jewellery, precious metals, securities or other high value items which the Company has not specifically agreed in writing to transport with declared values.
Any indirect or consequential loss, including loss of profit, income, or enjoyment arising from delays or damage.
8.3 Limits on liability
The Company's total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable sum per incident or per job, as set out in any relevant documentation or as otherwise required by applicable law. If the Customer requires a higher level of protection, it is the Customer's responsibility to arrange additional insurance cover.
8.4 Damage to property
The Company will take reasonable care to avoid damage to property, including buildings, fixtures and fittings. The Customer is responsible for protecting floors, carpets and other surfaces as needed. The Company is not liable for damage caused by moving large or awkward items through tight access points where the Customer has requested that such items be moved and has been advised of the risk.
8.5 Reporting loss or damage
The Customer must notify the Company of any loss or damage as soon as reasonably possible and, in any event, within a reasonable period after completion of the Services. The Customer must provide details and, where requested, evidence of the loss or damage to assist with investigation. Failure to notify within a reasonable timeframe may prejudice the ability to assess or resolve the matter.
9. Delays and Events Beyond Control
The Company will use reasonable efforts to meet agreed dates and times, but timings are estimates and not guaranteed. The Company is not liable for delays caused by circumstances beyond its reasonable control, including but not limited to adverse weather, traffic conditions, road closures, mechanical breakdowns despite proper maintenance, accidents, public events, or actions of third parties.
Where delays occur, the Company will attempt to keep the Customer informed and to complete the Services as soon as reasonably possible. Additional waiting time may be charged where the delay is caused or contributed to by the Customer.
10. Waste and Disposal Regulations
10.1 Legal compliance
The Company operates in accordance with relevant waste and environmental regulations. The Company will not remove or dispose of waste, rubbish, or unwanted items unless this has been expressly agreed as part of the Services.
10.2 Prohibited waste
The Company will not carry or dispose of hazardous or controlled waste, including but not limited to chemicals, asbestos, clinical waste, tyres, or electrical items subject to specific disposal rules, unless arrangements have been expressly agreed in advance and comply with applicable regulations.
10.3 Customer responsibilities for waste
Where the Customer requests removal of unwanted items, the Customer is responsible for accurately describing the nature of those items and confirming that they are lawful to transport and dispose of. Additional charges may apply for disposal services, tipping fees, or use of licensed facilities. The Company reserves the right to refuse items that cannot be lawfully or safely transported or disposed of.
11. Insurance
The Company maintains appropriate insurance policies in connection with its business operations, which may include vehicle and public liability cover. This does not replace the Customer's responsibility to insure their own Goods. The Customer is strongly advised to maintain their own contents or business insurance to cover Goods during removal and transit.
12. Complaints and Dispute Resolution
The Company aims to provide a reliable and professional service. If the Customer is dissatisfied, they should raise the issue with the Company as soon as possible, providing full details of the concern. The Company will review the matter and seek to resolve any complaints in a fair and timely manner.
If a dispute cannot be resolved informally, the parties may consider mediation or other forms of alternative dispute resolution where appropriate. Nothing in this section restricts the right of either party to pursue legal remedies through the courts.
13. Data Protection and Privacy
The Company collects and uses personal information from Customers for the purposes of providing the Services, administering bookings, processing payments, and complying with legal obligations. The Company will handle personal data in a lawful, fair and secure manner and will not sell such data to third parties.
The Customer is responsible for ensuring that any personal information provided is accurate and up to date. The Company may retain records of bookings and communications for a reasonable period for business and legal purposes.
14. 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 the Services, whether in contract, tort, or otherwise.
15. General Provisions
15.1 Entire agreement
These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, representations or agreements.
15.2 Variation
No variation of these Terms and Conditions shall be effective unless agreed in writing by the Company. The Company may update these Terms from time to time, and the version in force at the time of the Customer's booking will apply.
15.3 Severability
If any provision of these Terms is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
15.4 Assignment
The Customer may not assign or transfer their rights or obligations under these Terms without the prior written consent of the Company. The Company may assign or subcontract all or part of the Services, provided that it remains responsible for the proper performance of its obligations to the Customer.
15.5 No waiver
Failure or delay by the Company in exercising any right or remedy under these Terms shall not operate as a waiver of that right or remedy, nor shall any single or partial exercise of any such right or remedy preclude any other or further exercise of it.
By proceeding with a booking or allowing the Services to commence, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
