Man with Van St Mary Cray Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van St Mary Cray provides removal, transport and related services to private and business customers. By making a booking, paying a deposit, or allowing our team to commence work, you agree that you have read, understood and accepted these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van St Mary Cray, the provider of the removal and transport services.
1.2 "Customer" means the person, firm or organisation booking the services of the Company.
1.3 "Services" means any removal, transport, loading, unloading, packing, furniture disassembly or reassembly, or related services carried out by the Company.
1.4 "Vehicle" means any van or other vehicle used by the Company to provide the Services.
1.5 "Goods" means all items, property, furniture, personal possessions, equipment or materials which are the subject of the Services.
1.6 "Service Area" means the geographical areas in which the Company regularly operates, which may include local, regional and national destinations within the United Kingdom.
2. Scope of Services
2.1 The Company provides man and van removal and transport services for domestic and commercial customers, including local household moves, small office relocations, furniture delivery, and item collection and drop-off.
2.2 The Services will be provided as described in the Customer's booking confirmation, including the agreed date, estimated time of arrival, addresses, and any special instructions that have been accepted by the Company in writing.
2.3 The Company reserves the right to use such route, vehicle and number of personnel as it considers appropriate for the performance of the Services, unless otherwise agreed in writing.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company's accepted booking channels. The Customer must provide accurate information regarding collection and delivery addresses, access issues, approximate inventory of Goods, and any special handling requirements.
3.2 A booking is not confirmed until the Company has issued a booking confirmation. The Company may issue the booking confirmation following agreement of the price and, where required, receipt of a deposit.
3.3 The Customer must inform the Company as soon as reasonably possible if there are any changes to the details of the booking, including dates, addresses, parking arrangements, or the volume or nature of the Goods. Changes may result in a revised quotation or additional charges.
3.4 The Customer is responsible for ensuring that appropriate parking and access are available at both the collection and delivery addresses, and for notifying the Company of any potential difficulties such as narrow roads, restricted access, steps, or distance from the vehicle to the property.
4. Quotations and Pricing
4.1 Any quotation provided by the Company is based on the information supplied by the Customer and is valid for a limited period as specified in the quotation. Quotations are exclusive of congestion charges, tolls, parking charges, fines, or additional access costs, unless otherwise stated.
4.2 Quotations are usually based on either an hourly rate or a fixed price. The basis of the quotation will be confirmed at the time of booking.
4.3 The Company reserves the right to adjust the agreed price if:
a) the information supplied by the Customer is incomplete or inaccurate;
b) the Customer requires additional services not originally quoted for;
c) there are unexpected access issues or delays outside the Company's control; or
d) the work required significantly exceeds the quoted volume or time estimate.
4.4 Where services are charged on an hourly basis, charges will commence from the arranged start time or the time of arrival at the pickup address, whichever is earlier, and will continue until completion of the job, including any travel time between collection and delivery addresses and any waiting time.
5. Payments
5.1 The Customer agrees to pay the Company the agreed charges for the Services, together with any additional charges properly incurred under these Terms and Conditions.
5.2 The Company may require a deposit to secure a booking. Any required deposit amount and payment deadline will be notified to the Customer at the time of booking.
5.3 Unless otherwise agreed in writing, payment of any balance is due immediately upon completion of the Services on the day of the move. The Company may refuse to unload Goods until full payment has been received.
5.4 Payment must be made using a method accepted by the Company. The Customer is responsible for ensuring that sufficient funds are available and that any payment details provided are correct.
5.5 If the Customer fails to pay any sums due, the Company reserves the right to charge interest on overdue amounts, to retain the Goods until full payment is received, and to recover any reasonable costs incurred in collecting overdue payments.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as early as possible.
6.2 The Company may charge a cancellation fee based on the notice given by the Customer, as follows:
a) More than 7 days before the scheduled service date: no cancellation fee, and any deposit may be refunded or transferred at the Company's discretion.
b) Between 48 hours and 7 days before the scheduled service date: the Company may retain all or part of any deposit paid, or charge up to 50 percent of the quoted price.
c) Less than 48 hours before the scheduled service date or failure to be available when the team arrives: the Company may charge up to 100 percent of the quoted price.
6.3 If the Customer requests an amendment to the date, time or scope of the Services, the Company will use reasonable efforts to accommodate the change, but cannot guarantee availability. Amendments may result in a revised quotation or additional charges.
6.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, such as severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will seek to rearrange the Services at the earliest convenient time. The Company's liability will be limited to refunding any deposit or prepayment made for the affected booking.
7. Customer Responsibilities
7.1 The Customer is responsible for:
a) ensuring that all Goods are properly packed and protected, unless the Company has agreed to provide packing services;
b) securing or removing any loose fittings, cables or attachments from appliances and furniture;
c) clearly labelling any fragile, high-value or special-care items;
d) being present or represented at the collection and delivery addresses during the move to provide access, instructions and confirmation of completion;
e) ensuring that all Goods are ready for loading at the agreed time, with items dismantled as necessary unless the Company has agreed to undertake this;
f) arranging and paying for suitable parking at both collection and delivery addresses, including any permits if required.
7.2 The Customer must not ask the Company or its staff to dismantle or move any item that may be unsafe or likely to cause damage to the premises or the Goods.
8. Goods Not Accepted for Transport
8.1 The Customer must not include in the Goods any items that are hazardous, illegal, explosive, corrosive, flammable or otherwise dangerous, including but not limited to gas bottles, firearms, ammunition, chemicals, paint, solvents, or pressurised containers.
8.2 The Company will not accept responsibility for the transport of jewellery, cash, important documents, precious metals, or other items of exceptional value unless previously agreed in writing. The Customer is advised to carry such items personally.
8.3 If prohibited or dangerous items are discovered in the Goods, the Company may remove, dispose of or otherwise deal with them at the Customer's expense and without liability, and may suspend or terminate the Services.
9. Liability and Limitations
9.1 The Company will take reasonable care when handling, loading, transporting and unloading the Goods. However, the Company does not accept liability for loss or damage to Goods except where such loss or damage is caused by the Company's negligence.
9.2 The Company's liability for loss of or damage to Goods, whether caused by negligence or otherwise, shall in all cases be limited to a reasonable cost of repair or replacement, subject to an overall financial limit as may be notified to the Customer or implied by applicable law.
9.3 The Company shall not be liable for:
a) any loss or damage arising from defective or inadequate packing by the Customer;
b) indirect or consequential loss, including loss of profit, loss of use, or emotional distress;
c) damage to items that are inherently fragile or in poor condition, or which cannot reasonably be moved without risk of damage;
d) minor cosmetic damage, such as small scuffs or marks, that may reasonably occur during normal handling;
e) loss or damage arising from war, terrorism, natural disasters, severe weather, or other events beyond the Company's reasonable control.
9.4 The Customer must inspect the Goods and the premises as soon as reasonably possible on completion of the Services and notify the Company of any apparent loss or damage before the team leaves, or in any event within 48 hours of completion.
9.5 Any claim for loss or damage must be made in writing and supported by reasonable evidence. The Company reserves the right to inspect any alleged damage before any settlement is agreed.
10. Access, Parking and Property Damage
10.1 The Customer is responsible for ensuring that the Company has safe and reasonable access to the property, including adequate parking and clear pathways.
10.2 The Company is not liable for damage to Goods or property resulting from the use of an access route or method requested by the Customer that the Company has advised may be unsafe or unsuitable.
10.3 Where the Company is required to park on the public highway or in restricted areas, the Customer is responsible for any parking charges or penalties incurred as a direct result of the Customer's failure to arrange suitable parking.
11. Waste and Disposal Regulations
11.1 The Company operates in accordance with applicable UK waste management and environmental regulations. The Company is not a general waste collection service and will not remove household, construction or hazardous waste unless this has been specifically agreed and is compliant with current regulations.
11.2 The Customer must not include general refuse, rubble, soil, chemicals, asbestos, clinical waste or other controlled waste among the Goods for removal unless the Company has expressly agreed and is authorised to carry such materials.
11.3 Where the Company agrees to remove unwanted items for disposal or recycling, the Customer confirms that they have full right and authority to dispose of those items.
11.4 Any additional charges incurred for lawful disposal of items, including disposal fees or recycling centre charges, will be payable by the Customer and may be added to the final invoice.
12. Delays and Events Beyond Control
12.1 The Company will use reasonable efforts to arrive and complete the Services at the agreed time, but time of arrival and completion is not guaranteed unless expressly agreed in writing.
12.2 The Company is not liable for delays or failure to perform the Services resulting from causes beyond its reasonable control, including but not limited to traffic, accidents, road closures, adverse weather, industrial action, vehicle breakdown, or delays caused by the Customer or third parties.
12.3 If delays occur that are not the fault of the Company, additional waiting time charges may apply at the Company's standard hourly rate.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue as soon as possible, preferably on the day of the move, so that the Company has an opportunity to address the concern.
13.2 Formal complaints should be submitted in writing, providing full details of the issue and any supporting evidence. The Company will investigate and respond within a reasonable time.
14. Data Protection
14.1 The Company will collect and use personal data provided by the Customer for the purposes of managing bookings, delivering the Services, handling payments and, where consent has been given, providing information about related services.
14.2 The Company will take reasonable steps to protect personal data and will not share such data with third parties except where necessary for the performance of the Services, the processing of payments, or as required by law.
15. Governing Law and Jurisdiction
15.1 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.
15.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the Services provided by the Company.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court, the remaining provisions shall continue to be valid and enforceable.
16.2 No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral.
16.4 The Company 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 Services.
