Terms and Conditions
Terms and Conditions for Man with Van Eltham
These Terms and Conditions set out the basis on which Man with Van Eltham provides man and van, removals, delivery and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, company or organisation that books or uses our services.
We, us, our means Man with Van Eltham, the provider of the services.
Services means any man and van, removal, delivery, loading, unloading, packing, furniture moving, item transport, waste removal or other related services we agree to provide.
Goods means the items, belongings, furniture, equipment or materials that we are asked to move, transport, store or handle.
Contract means the agreement between the Customer and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
We provide man and van and removal services for domestic and commercial customers. Our services may include local moves, collection and delivery of single or multiple items, flat and house moves, office moves, and related loading and unloading services.
We may also offer limited waste removal or disposal services where agreed in advance and carried out in accordance with applicable waste and environmental regulations. All services are subject to availability and to the terms of the Contract.
3. Quotations and Pricing
Any quotation we provide is based on the information supplied by the Customer at the time of enquiry. Quotations may be given as an hourly rate, a fixed fee, or a combination, and will specify the basis of the charge.
Quotations are valid for a limited period as stated at the time of issue or, if not stated, for 30 days from the date of issue. We reserve the right to withdraw or amend a quotation at any time before a booking is confirmed.
Prices may be adjusted if:
The Customer provides incomplete or inaccurate information about the nature, volume, weight or location of the goods.
Additional services are requested or required on the day of the move.
Access is significantly more difficult than described, including issues with parking, stairs, lifts, or distance to the vehicle.
The job extends beyond the quoted time or scope due to circumstances beyond our control.
Any additional charges, such as congestion charges, tolls, parking charges, fines incurred due to incorrect information provided by the Customer, or other third party costs reasonably incurred in providing the services, will be payable by the Customer.
4. Booking Process and Confirmations
A booking is made when the Customer accepts our quotation or otherwise confirms that they wish to proceed and we confirm availability. Confirmation may be given verbally or in writing.
We reserve the right to request a deposit or prepayment to secure a booking. The required amount and due date will be stated at the time of booking. A Contract is formed when we confirm the booking, subject to these Terms and Conditions.
The Customer is responsible for ensuring that all booking details are accurate, including addresses, dates, times, contact information, access details and a description of the goods. Any changes should be notified as early as possible and may be subject to additional charges or changes in availability.
5. Customer Responsibilities
The Customer is responsible for:
Ensuring that the goods are suitably packed, protected and ready for transport, unless we have specifically agreed to provide packing services.
Ensuring that all boxes and containers are securely sealed and clearly labelled where necessary.
Arranging suitable parking and, where necessary, any permits required for our vehicle at both collection and delivery addresses.
Ensuring that access to the property is safe, unobstructed and suitable for the type of move and vehicle used.
Being present or represented by an authorised adult at the agreed times to provide instructions, grant access and sign any relevant documentation.
Checking that all goods have been loaded and unloaded as required. We are not responsible for items left behind if we are not advised at the time of service.
The Customer must not request us to move, and we are not obliged to move, items that we reasonably believe to be unsafe, illegal, excessively heavy, or otherwise unsuitable for transport.
6. Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the services on the day of the move. We may require full or part payment in advance for certain bookings, larger moves or where specified at the time of booking.
We accept the forms of payment that we specify at the time of booking. The Customer is responsible for ensuring that they are able to make payment using an accepted method.
If payment is not made when due, we reserve the right to:
Charge interest on any overdue amount at a reasonable commercial rate from the due date until payment is received in full.
Withhold unloading or delivery of goods until full payment is received, where legally permitted.
Take reasonable steps to recover outstanding sums, including administrative and legal costs, which may be charged to the Customer.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by giving us notice. The amount of notice required and any applicable cancellation charges are as follows, unless otherwise agreed in writing:
If more than 7 days notice is given before the scheduled start time, no cancellation fee will usually be charged, and any deposit may be refunded or applied to a future booking at our discretion.
If between 48 hours and 7 days notice is given, we may charge up to 50 percent of the quoted price or retain part or all of any deposit paid.
If less than 48 hours notice is given, we may charge up to 100 percent of the quoted price.
If we arrive at the agreed time and are unable to carry out the services due to reasons within the Customer's control, this may be treated as a late cancellation and full charges may apply.
We may cancel or amend a booking if we are unable to provide the services due to circumstances beyond our reasonable control, including but not limited to vehicle breakdown, severe weather, accidents, illness, or other events of force majeure. In such cases, we will endeavour to offer an alternative date or time, but we will not be liable for any consequential losses.
8. Exclusions and Restrictions on Goods
The following items must not be moved or transported without our prior written agreement:
Perishable goods, refrigerated items and live plants or animals.
Explosive, flammable, corrosive, toxic or otherwise hazardous materials, including gas cylinders, fuels, chemicals and paints.
Valuables or items of high value such as cash, jewellery, precious metals, important documents, data, collections or works of art.
Illegal items or substances, including items that may be prohibited by law or require specific licences.
We reserve the right to refuse to transport any item that we reasonably consider to be unsafe, unlawful or unsuitable. If we agree to move such items, this may be subject to additional conditions and charges.
9. Liability and Limitations
We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to goods or property is subject to the limitations set out in this section.
We are not liable for:
Loss or damage arising from the Customer's failure to pack goods properly or to protect fragile items adequately, unless we have agreed to undertake packing.
Loss or damage caused by inherent defects, faults or vulnerabilities in the goods, including wear and tear, instability or poor construction.
Loss or damage where goods are moved at the Customer's own risk, such as where we have advised that an item is not suitable for moving but the Customer instructs us to proceed.
Loss of or damage to items packed by the Customer where there is no visible external damage to the container.
Any indirect or consequential loss, including loss of profits, loss of use, loss of opportunity or emotional distress.
Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, will not exceed a reasonable limit per job, which may be specified in the quotation or agreed in writing. The Customer should inform us in advance if any items of particularly high value are to be moved so that appropriate arrangements can be considered.
The Customer is advised to arrange their own insurance cover for goods in transit or storage if the standard limitations are insufficient for their needs.
Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited by law.
10. Damage to Property
We will take reasonable care to avoid damage to property, including buildings, fixtures, fittings and surroundings, while carrying out our services. The Customer should identify any particular risks at the property, such as weak structures, narrow staircases or fragile surfaces.
We are not liable for any damage caused where:
The Customer has failed to disclose relevant information about property risks.
We are following the Customer's specific instructions against our advice.
The damage results from the movement of items that are too large or heavy for the space, where the Customer has insisted that we proceed.
Any damage that occurs must be reported to us as soon as reasonably possible and in any event no later than 48 hours after completion of the services.
11. Delays and Waiting Time
We will use reasonable efforts to arrive and complete the services at the agreed times, but all times are estimates and cannot be guaranteed. Delays may occur due to traffic, weather, access issues, or other factors beyond our control.
If we are delayed in starting or completing a job for reasons within the Customer's control, including but not limited to lack of access, delays with keys, incomplete packing, or waiting for instructions, we may charge for waiting time at our standard hourly rate.
We are not liable for any losses incurred by the Customer arising from delays, including missed appointments, charges from third parties, loss of earnings or any indirect loss.
12. Waste and Environmental Regulations
Where we provide waste removal services, we will do so in accordance with applicable waste and environmental regulations. We will only remove waste that we are legally permitted to handle and dispose of.
The Customer is responsible for accurately describing any waste to be removed and for ensuring that it does not contain prohibited materials, hazardous substances or items that require specialist disposal.
We may refuse to collect or transport waste that we reasonably believe to be hazardous, contaminated, illegal or unsuitable. Additional charges may apply for the handling, segregation or lawful disposal of certain types of waste.
Fly-tipping and unlawful disposal of waste are criminal offences. We will only dispose of waste at authorised facilities and may refuse any request that conflicts with environmental or waste legislation.
13. Complaints and Claims
If the Customer is dissatisfied with any aspect of our services, they should notify us as soon as possible so that we have an opportunity to address the issue. Complaints about loss or damage to goods or property should be made in writing within 7 days of completion of the services, providing full details and any relevant evidence.
We will investigate all complaints and may request additional information or the opportunity to inspect any damage. Failure to notify us within a reasonable timeframe may affect our ability to assess and resolve the matter.
14. Data Protection and Privacy
We collect and use personal information provided by the Customer for the purposes of administering bookings, providing services, processing payments and managing our business. We will handle personal data in accordance with applicable data protection laws.
We will not sell or disclose personal information to third parties except where necessary to fulfil the Contract, comply with legal obligations or with the Customer's consent.
15. Termination
We may terminate the Contract or suspend services immediately if the Customer:
Fails to pay any sum when due.
Provides false or misleading information that affects the safety or legality of the services.
Behaves in a threatening, abusive or inappropriate manner towards our staff.
Requests that we undertake any illegal or unsafe activity.
On termination, the Customer will remain liable for any sums properly due up to the date of termination and for any costs reasonably incurred by us as a result.
16. 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, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.
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, subject to any mandatory jurisdiction of local consumer courts where applicable.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, the remaining provisions shall continue in full force and effect.
Any waiver of a right or remedy under these Terms and Conditions must be in writing and shall not be deemed a waiver of any subsequent breach or default.
We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract. Customers are encouraged to review the current terms prior to making a booking.
These Terms and Conditions constitute the entire agreement between the Customer and us in relation to the services, and supersede any prior understandings, discussions or representations, whether written or oral.
