Terms and Conditions

Man with Van Croydon Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Croydon provides removal, collection, delivery and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to handle your goods, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 "Company" means Man with Van Croydon, the provider of removal and transport services.

1.2 "Customer" means any person, firm or organisation that requests, books or uses the services of the Company.

1.3 "Services" means any removal, man and van, loading, unloading, packing, transport, collection, delivery, or related services provided by the Company.

1.4 "Goods" means any items, belongings, furniture, personal effects, equipment or property handled, transported, or stored by the Company in connection with the Services.

1.5 "Contract" means the agreement between the Company and the Customer for the supply of Services in accordance with these Terms and Conditions.

2. Scope of Services

2.1 The Company offers man and van and removal services for domestic and commercial customers, including local and regional moves, single item transport, and multi-van moves where agreed in advance.

2.2 The exact scope of Services, including the number of staff, vehicle size, dates, times, collection and delivery addresses, will be confirmed at the time of booking, subject to availability.

2.3 The Company reserves the right to refuse to carry any Goods which, in its reasonable opinion, are hazardous, illegal, unsafe, excessively heavy, or likely to cause damage to the vehicle, staff, other Goods, or property.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s accepted communication channels. A booking is only considered confirmed once the Company has issued explicit confirmation and, where required, the Customer has paid any applicable deposit.

3.2 The Customer is responsible for providing accurate and complete information when requesting a quote or making a booking, including but not limited to:

(a) Full addresses for collection and delivery locations.

(b) Access details such as floor level, stairs, lifts, parking restrictions, and distances to the property.

(d) Any special requirements such as dismantling, reassembly, packing, or handling of fragile or high-value items.

3.3 Any quote provided by the Company is based on the information supplied by the Customer. If the information proves to be inaccurate or incomplete, the Company reserves the right to amend the quoted price and any timing estimates.

3.4 The Company cannot guarantee availability until a booking has been confirmed. Bookings are accepted subject to vehicle and staff availability on the agreed date and time.

4. Charges and Payments

4.1 Charges may be calculated on an hourly rate, a fixed price, or a combination of both, as communicated to the Customer at the time of booking.

4.2 The Company may require a deposit to secure a booking. Deposits are non-refundable unless otherwise stated in these Terms and Conditions or agreed in writing by the Company.

4.3 Payment methods accepted by the Company will be communicated to the Customer in advance. The Company reserves the right to refuse to commence or continue the Services if payment terms are not met.

4.4 Unless agreed otherwise, any balance owed is payable on completion of the Services on the same day. Where payment is not made when due, the Company reserves the right to charge interest and reasonable costs of recovery.

4.5 Any additional services requested by the Customer on the day of the move, or any delay caused by circumstances under the Customer’s control (such as waiting for keys, lack of access, or additional items not disclosed at booking), may result in extra charges.

4.6 Where the Services are subject to tolls, congestion charges, parking charges, or similar costs, these may be added to the final bill unless otherwise included in a fixed price quotation.

5. Customer Responsibilities

5.1 The Customer is responsible for:

(a) Ensuring that all Goods are packed safely and securely, unless the Company has agreed in writing to provide packing services.

(b) Ensuring that all Goods are ready for loading at the agreed start time.

(c) Providing suitable and lawful parking arrangements, including any permits required, and informing the Company of any parking restrictions in advance.

(d) Arranging appropriate insurance cover for Goods where required, in addition to any limited liability of the Company as set out in these Terms and Conditions.

5.2 The Customer must be present, or represented by an authorised person, at the collection and delivery addresses to provide access, give instructions, and sign any relevant documentation.

5.3 The Customer must ensure that any property, fixtures and fittings at collection and delivery addresses are adequately protected, including but not limited to floor coverings and wall protection, where required.

6. Cancellations and Changes

6.1 If the Customer wishes to cancel or postpone a confirmed booking, the Customer must inform the Company as soon as possible.

6.2 The Company may apply cancellation charges as follows, unless agreed otherwise:

(a) Cancellation more than 7 days before the scheduled date: deposit may be retained or a nominal administration fee may be charged.

(b) Cancellation between 48 hours and 7 days before the scheduled date: up to 50 percent of the estimated total charge may be payable.

(c) Cancellation less than 48 hours before the scheduled date, or failure to be available on the day: up to 100 percent of the estimated total charge may be payable.

6.3 Requests to change the date, time, or scope of the Services are subject to availability and may result in a revised quote or additional charges.

6.4 The Company reserves the right to cancel or reschedule the Services in case of unforeseen circumstances, including but not limited to severe weather, vehicle breakdown, staff illness, or events beyond the Company’s reasonable control. In such cases, the Company will use reasonable efforts to offer an alternative date or time, or to refund any payments made for Services not provided.

7. Access and Parking

7.1 The Customer must ensure that the Company’s vehicles can park and operate safely and legally as close as reasonably possible to the entrances of the collection and delivery addresses.

7.2 If suitable parking is not provided or if parking restrictions result in delays, fines, or the need to park at a greater distance, the Customer may be liable for additional charges and any penalty charges incurred.

7.3 The Company is not responsible for any delays or additional time required due to inadequate access, long carries, narrow staircases, or similar access issues not disclosed at the time of booking.

8. Excluded Items and Special Goods

8.1 The Company will not carry live animals, perishable goods, illegal substances, weapons, or any items prohibited by law.

8.2 The Customer must not include in the Goods any jewellery, cash, important documents, antiques, or other high-value or irreplaceable items unless expressly agreed in writing by the Company. If such items are included without the Company’s knowledge, the Company will not be liable for any loss or damage to them.

8.3 The Customer must inform the Company in advance of any fragile items, items of exceptional value, or items requiring special handling so that appropriate arrangements may be agreed.

9. Waste and Disposal Regulations

9.1 The Company operates in accordance with applicable United Kingdom waste and environmental regulations. The Company is not a general waste disposal service and does not remove household refuse or hazardous waste.

9.2 Where the Customer requests the removal and disposal of unwanted items, the Company will only do so in compliance with relevant waste carrier and disposal regulations and may charge additional fees for this service.

9.3 The Customer must not request the Company to remove or dispose of hazardous materials, including but not limited to chemicals, asbestos, gas cylinders, flammable liquids, or medical waste.

9.4 Any items taken for disposal are deemed to be surrendered by the Customer and will not be returnable.

10. Liability for Loss or Damage

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this clause.

10.2 The Company will not be liable for any loss or damage arising from:

(a) The Customer’s failure to adequately pack or protect Goods where packing is carried out by the Customer.

(b) Inherent defects, weaknesses, or pre-existing damage in the Goods.

(d) Dismantling or reassembly of furniture or equipment, unless due to the Company’s proven negligence.

(e) Events outside the Company’s reasonable control, such as theft, fire, flooding, or road traffic incidents caused by third parties.

10.3 The Company’s total liability for any claim in respect of loss of or damage to Goods shall not exceed a reasonable replacement value of the item or items affected, subject to a reasonable overall limit per job, unless otherwise agreed in writing.

10.4 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of income, or loss of opportunity, whether arising in contract, tort, or otherwise.

10.5 The Customer is encouraged to arrange suitable insurance cover for Goods in transit or during handling, particularly for high-value items.

11. Claims and Time Limits

11.1 Any visible loss or damage to Goods or property should be reported to the Company’s staff as soon as reasonably possible and noted on any job completion record where available.

11.2 The Customer must notify the Company in writing of any claim for loss or damage within a reasonable time, typically within 7 days of completion of the Services, providing full details and supporting evidence where available.

11.3 Failure to notify the Company within a reasonable time may affect the Company’s ability to investigate the claim and may result in the claim being rejected.

12. Delays and Missed Appointments

12.1 The Company will use reasonable efforts to adhere to agreed arrival times and schedules but cannot guarantee exact times due to factors such as traffic, weather, and previous job overruns.

12.2 The Company shall not be liable for any losses, expenses, or inconvenience suffered by the Customer due to delays, missed appointments, or early or late arrivals, unless caused by the Company’s deliberate misconduct.

13. Conduct and Health and Safety

13.1 The Customer agrees to treat the Company’s staff with courtesy and respect, and not to subject them to any abusive, aggressive, or unsafe behaviour.

13.2 The Company reserves the right to withdraw its staff and cease the Services immediately if they reasonably believe their safety is at risk or if conditions are unsafe.

13.3 The Customer must inform the Company of any known health and safety risks at the property, including structural issues, hazardous materials, or other dangers.

14. Data Protection

14.1 The Company may collect and process personal data from the Customer in order to provide the Services, manage bookings, and handle payments and communications.

14.2 The Company will take reasonable steps to protect personal data and use it only for legitimate business purposes and as required by law.

15. Variation of Terms

15.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will govern the Contract for that booking.

15.2 Any variations to these Terms and Conditions requested by the Customer are only valid if expressly agreed in writing by the Company.

16. Severability

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.

17. Governing Law and Jurisdiction

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

17.2 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.

By confirming a booking with Man with Van Croydon or by allowing the Company to commence the Services, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.