Terms and Conditions for Man With Van Eltham
These Terms and Conditions set out the basis on which Man With Van Eltham provides domestic and commercial moving, lifting, loading, delivery, and related transport services. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. These terms are written to be clear and practical, and they apply to all services unless we agree otherwise in writing. The customer should read them carefully before placing a booking.
In these terms, “we,” “us,” and “our” refer to the service provider trading as Man With Van Eltham, and “you” or “the customer” refers to the person or business requesting the service. A booking may be made by the customer or by someone authorised to act for them. Where the customer is acting on behalf of a third party, the customer confirms that they have authority to accept these terms for that party as well.
We reserve the right to update these terms from time to time. Any changes will apply to future bookings and, where permitted by law, to ongoing services if reasonable notice is given. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Headings are included for convenience only and do not affect interpretation.
The booking process begins when the customer provides details of the move or transport job, including the items to be moved, collection and delivery locations, access conditions, dates, and any special requirements. Based on the information supplied, we may provide a quotation, estimate, or indicative price. Unless stated otherwise, quotations are based on the information provided at the time of booking and may change if the scope of work changes.
A booking is only confirmed when we accept the request and, where required, receive any deposit, advance payment, or written confirmation. We may decline a booking for any lawful reason, including lack of availability, unsafe conditions, inaccurate information, or where the job would exceed the normal limits of the service. The customer must ensure all details are accurate and complete, as incorrect information may affect pricing, timing, vehicle suitability, and the number of staff required.
Customers are responsible for ensuring that access to the property, loading area, and delivery point is suitable for the vehicle and safe for carrying items. This includes arranging parking, permits, lift access where needed, and any building permissions or notices. If access problems, delays, or additional labour are required because of incomplete or inaccurate information, we may charge extra on a time basis or revise the quotation accordingly.
All prices are stated in pounds sterling unless we say otherwise. Prices may be fixed, hourly, or based on a combination of labour, vehicle use, mileage, waiting time, or additional services. Unless expressly agreed, quotations do not include unforeseen costs such as parking charges, congestion-related charges, tolls, storage, disassembly, reassembly, packaging materials, or waste disposal fees. Any additional charges will be explained where practicable before they are incurred.
Payment terms will be confirmed at booking or before the service begins. In many cases, payment is due on completion of the job, but we may require a deposit, part-payment, or full payment in advance depending on the nature of the work. We accept the payment methods we specify from time to time, and the customer must pay all sums due without deduction, withholding, or set-off unless required by law.
If payment is made late, declined, reversed, or disputed without valid reason, we may suspend further services, withhold delivery where lawful, and recover reasonable costs of collection. Any invoice not paid by the due date may incur statutory interest and compensation under applicable UK law, together with any reasonable administrative or recovery costs. Title to any goods we supply as part of the service, such as packing materials, remains with us until paid for in full.
Cancellation, Rescheduling, and Waiting Time
The customer may request to cancel or reschedule a booking, but any cancellation must be made as soon as possible. Because moving and transport services are scheduled in advance and may involve reserved staff and vehicle time, cancellations may attract a fee. The amount of the fee may depend on how much notice is given, whether work has started, and whether we have incurred costs or lost the opportunity to take another job.
If the customer cancels with reasonable notice before the service begins, we may refund any payment received less any non-refundable costs, administrative expenses, or booking fees already incurred. If cancellation occurs on the day of service, after arrival, or after work has begun, we may charge the full or partial amount of the agreed price depending on the time spent, distance travelled, labour committed, and any loss arising from the cancellation. Where a deposit is stated to be non-refundable, that deposit will not be repaid except where required by law.
We may reschedule a booking if required by operational reasons, safety concerns, traffic disruption, severe weather, vehicle breakdown, staff illness, or other events beyond our reasonable control. We will use reasonable efforts to offer a new time or date. If we are unable to perform the service because of such circumstances, our liability will be limited as set out below, and we will not be responsible for indirect loss or consequential damage.
If our team arrives and is unable to begin or complete the work because the customer is not present, access is unavailable, items are not ready, or instructions are unclear, waiting time may be charged. A minimum call-out fee may apply where a vehicle or crew has been dispatched. If the job cannot proceed due to unsafe conditions or breaches of these terms, the booking may be treated as cancelled by the customer.
Service Standards and Customer Responsibilities
The customer must ensure that all items handed over for transport are adequately packed, protected, and suitable for the service requested unless we have specifically agreed to pack or prepare them. Fragile, valuable, or unusually heavy items should be clearly identified in advance. We are not required to move items that are hazardous, illegal, contaminated, live, perishable, or otherwise unsuitable for transport. We may refuse to handle items that present a risk to people, property, or the vehicle.
The customer must disclose any special handling requirements, including restricted access, stair carries, weight concerns, dismantling needs, or items that may require lifting equipment. If we agree to provide additional care, this may affect cost and timing. The customer is responsible for securing loose parts, draining appliances where appropriate, and ensuring that items are safe to move. We are not responsible for losses caused by undisclosed defects, pre-existing damage, poor packing, or hidden contents.
Where the service includes loading or unloading, the customer should be available or have an authorised representative present to confirm instructions and the final destination of the items. If instructions change during the job, we may revise the price and timing. We may rely on directions given by the customer or their representative, and we are not responsible for errors caused by incorrect, incomplete, or changing instructions.
We are not responsible for damage caused by unavoidable handling risks where the item is inherently fragile, poorly packed, top-heavy, or otherwise unsuitable for normal transport. Similarly, we are not liable for pre-existing wear, cosmetic marks, minor scuffs, or damage resulting from the normal movement of goods during lawful and careful carriage, unless the damage was caused by our negligence. Any insurance arrangements, if offered, are subject to separate policy terms and exclusions.
All services are provided in accordance with applicable laws of England and Wales, including consumer protection, contract, transport, and waste legislation where relevant. The customer agrees not to require us to act unlawfully or in a way that would place us in breach of regulations. We may suspend or refuse service if continuing would create a legal, safety, or licensing issue. Any instructions that conflict with law or public safety may be ignored without liability on our part.