Terms and Conditions for Man With Van Chiswick

These Terms and Conditions set out the basis on which Man With Van Chiswick provides removals, transport, collection, delivery, and related services to customers in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms are intended to create a clear and fair arrangement for both parties, covering the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and legal jurisdiction. They apply to domestic and commercial customers unless a separate written agreement states otherwise.

For the avoidance of doubt, references to the Company, we, or us mean the service provider operating under the Man With Van Chiswick name, while references to the Customer, you, or your mean the person or business requesting the service. These terms apply whether the job involves a single item move, part-load transport, household removal, office relocation, or collection and delivery of goods. Any additional conditions agreed at the time of booking must be confirmed in writing to be valid.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to the service, unless a later written amendment has been agreed by both parties. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights as a consumer where applicable.

1. Booking Process
Bookings may be made by telephone, email, online request form, or any other channel made available by the Company. A booking is only accepted when we have confirmed the service date, the approximate vehicle size, the nature of the items, the collection and delivery points, and any special requirements. Until that confirmation is provided, no obligation exists on either party. The customer must ensure that all information provided is accurate, complete, and not misleading.

When requesting a quote for van and man services, the customer should disclose all relevant details, including access conditions, floor levels, parking restrictions, item weights, dismantling needs, fragile goods, and whether loading assistance is required. If the information supplied changes before the job begins, we may revise the quotation or, in some cases, decline to proceed if the change materially alters the service, safety, timing, or cost. Quotations are normally based on the details supplied at the time and are not binding if those details are incomplete or inaccurate.

The customer is responsible for ensuring that the pickup and delivery addresses are accessible on the agreed date and time. If parking, loading, waiting, lift access, or other site arrangements are needed, the customer must notify us in advance and make suitable provision where possible. Delays caused by poor access, missing information, incorrect addresses, or unprepared goods may result in additional charges. We may also refuse to handle items that are unsafe, prohibited, or likely to cause damage if moved without specialist equipment.

2. Prices and Payments
All prices are quoted in pounds sterling unless stated otherwise. Prices may be provided as fixed rates, hourly rates, or estimates depending on the nature of the service. If the job is quoted on an estimate basis, the final charge may vary if the scope, duration, access conditions, or waiting time differ from the original assumptions. Any additional services requested on the day may be charged separately at the applicable rate.

Payment terms will be confirmed at booking or before the service begins. Unless otherwise agreed in writing, full payment is due on completion of the job. In some cases, a deposit may be requested to secure the booking, particularly for larger moves, busy periods, or work requiring reserved resources. Deposits are normally non-refundable except where cancellation rights under these terms apply or where the Company cancels the booking without fault by the customer.

Accepted payment methods may include bank transfer, card payment, or cash, depending on the arrangement made. The customer must ensure sufficient funds are available and that any authorised payment method is valid. If payment is not made when due, we may charge reasonable recovery costs and may suspend future services until the account is settled. The Company may also retain goods where lawful to do so until outstanding sums are paid, subject always to applicable law and the rights of third parties.

3. Cancellations and Amendments
The customer may cancel or amend a booking by giving notice as early as possible. If notice is provided more than 48 hours before the scheduled start time, any deposit may be refundable at our discretion unless non-recoverable costs have already been incurred. For cancellations made within 48 hours of the agreed time, we may charge a cancellation fee to reflect lost time, administrative costs, and any resources already committed to the job.

If cancellation occurs on the day of the service, or if our team arrives and is unable to complete the work because the customer is unavailable, the property is inaccessible, the goods are not ready, or the service is otherwise prevented by the customer’s actions or omissions, the full or partial booking fee may remain payable. The same applies where the service must be abandoned due to incorrect information supplied by the customer or because access conditions make the job unsafe or unlawful.

We may amend or cancel a booking if unavoidable circumstances arise, including vehicle breakdown, staff illness, severe weather, road closures, accidents, or other events outside our reasonable control. In such cases, we will aim to offer an alternative time where possible. If we cancel and no suitable alternative can be agreed, the customer will receive a refund of any pre-paid amount for the cancelled service, excluding any third-party costs already incurred with the customer’s approval, where lawfully recoverable.

4. Customer Obligations
The customer must pack items securely unless packaging has been expressly included in the service. Fragile, valuable, sentimental, or high-risk items should be clearly identified in advance. The customer is responsible for ensuring that items are suitable for transport and for removing any contents from furniture, appliances, or containers unless otherwise agreed. We are not responsible for internal damage caused by inadequate packing, hidden defects, or unstable items that were already compromised before handling.

The customer must declare any items requiring special care, including pianos, antiques, glass tables, oversized appliances, IT equipment, confidential documents, or items containing liquids, batteries, fuel, or hazardous substances. We may refuse to move goods that are prohibited by law or unsafe to transport in a standard van service. Where lifting or handling requires more than normal assistance, the customer must tell us in advance so that appropriate arrangements can be made.

5. Liability and Insurance
We take reasonable care when handling goods, but our liability is limited to loss or damage caused by our negligence or wilful misconduct. We are not liable for pre-existing damage, normal wear and tear, poor packaging, hidden defects, or damage resulting from the customer’s instructions. Unless otherwise agreed in writing, our responsibility for loss or damage is limited to the lesser of the repair cost, replacement cost, or the value declared by the customer, subject to any insurance policy terms and legal limits.

If the customer requires enhanced cover, they should make this clear before the service begins. Any insurance arranged by the Company may be subject to exclusions, excesses, evidence requirements, and claim procedures. Claims for damage or loss must be reported within a reasonable time and, where possible, before the items are moved from the delivery point. The customer must retain damaged items, packaging, and any relevant documentation to support an investigation. Failure to do so may affect the outcome of any claim.

We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Any claim brought against the Company must be limited to the amount paid for the specific service giving rise to the claim, unless a higher amount is required by law.

6. Waste Regulations and Disposal
Where the service includes removal, disposal, or collection of unwanted items, the customer must ensure that all waste is described accurately. The Company will only transport, sort, or dispose of waste in accordance with applicable UK waste regulations. The customer remains responsible for declaring whether the material is domestic waste, commercial waste, recyclable material, electrical equipment, furniture, or any item that may require special handling or documentation.

We do not accept responsibility for the disposal of hazardous waste unless specifically agreed in writing and lawfully permitted. Hazardous or controlled materials may include chemicals, paint, asbestos, oils, fuel, gas cylinders, medical waste, and contaminated goods. The customer must not conceal prohibited items in bags, boxes, or furniture. If such items are discovered, we may refuse to collect them, and any additional costs incurred as a result may be charged to the customer.

Where electrical or electronic goods are collected for disposal, the customer should inform us in advance so that we can ensure appropriate handling under the relevant regulations. The customer confirms that any waste transferred to us is legally owned by them or that they are otherwise authorised to arrange its removal. The Company may request a waste description, item list, or other information needed for compliance records. If required by law, transfer notes or equivalent documentation will be completed.

7. Access, Delays, and Waiting Time
The price of a man with van service may depend on timely access to the collection and delivery locations. The customer must provide correct address details, arrange permissions where needed, and ensure that parking or loading arrangements are suitable. If we are delayed because access is blocked, keys are unavailable, lifts are out of service, or the customer is late, waiting time may be charged at the applicable rate. We will act reasonably and seek to minimise any inconvenience, but we are not responsible for delays caused by circumstances outside our control.

Traffic disruption, road closures, adverse weather, breakdowns, and other external factors may affect scheduled arrival or completion times. Any estimated time of arrival is provided in good faith and should not be treated as a guaranteed delivery time unless specifically agreed in writing. Where delays are likely to be significant, we will communicate with the customer where reasonably possible and discuss revised arrangements. Time-critical services should be disclosed at booking, but we do not accept liability for missed deadlines unless a written guarantee has been expressly provided.

8. Prohibited and Restricted Items
We will not carry illegal goods, stolen property, counterfeit goods, firearms, explosive materials, or any item prohibited by law. We may also decline to handle live animals, perishable goods requiring specialist refrigeration, or items that pose a risk to health, safety, or the vehicle. If the customer presents a restricted item without prior agreement, we may terminate the service immediately and charge for time and travel already incurred, where lawful.

9. Complaints and Dispute Handling
If the customer has a concern about the service, they should raise it promptly so that we can investigate and, where appropriate, take corrective action. Complaints should include relevant details such as the job date, nature of the issue, and supporting evidence. We aim to handle disputes fairly and efficiently. Any agreed remedy may include repair, partial refund, or other reasonable resolution, depending on the circumstances and the nature of the loss.

10. Governing Law
These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where the customer is a consumer and applicable law provides otherwise. If any provision conflicts with mandatory consumer protection legislation, the legal requirement will prevail to the extent of the conflict.

The customer agrees that these terms represent the full agreement between the parties in relation to the service, except where varied in writing. No waiver by the Company of any breach shall operate as a waiver of any later breach. These terms are intended to be read together with any written quotation or booking confirmation. In the event of inconsistency, the written confirmation may take priority over the general terms only to the extent expressly stated.

11. Final Provisions
By booking a Man With Van Chiswick service, the customer confirms acceptance of these conditions and agrees to provide accurate information, cooperate with reasonable instructions, and make timely payment for the service provided. These terms are designed to support a professional, lawful, and transparent service arrangement for both removals and transport work across the UK.