Terms and Conditions
Man with Van Forest Hill Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Forest Hill provides removal and related services. By making a booking, using our services or allowing work to proceed, 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 "We", "us" and "our" mean Man with Van Forest Hill, the provider of removal and related services.
1.2 "You" and "your" mean the customer who places a booking or uses our services.
1.3 "Services" means any removal, man and van, loading, unloading, transportation, packing, unpacking or related services provided by us.
1.4 "Goods" means the items, furniture, personal effects and other property which are the subject of the services.
1.5 "Contract" means the agreement between you 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
2.1 We provide man and van and removal services within our operating area and, by prior agreement, to other destinations in the United Kingdom.
2.2 The exact scope of services, including the number of operatives, size of vehicle, estimated duration and any additional services, will be agreed at the time of booking based on the information you provide.
2.3 We reserve the right to refuse to move any goods that, in our reasonable opinion, are unsafe, illegal, improperly packed, excessively heavy for manual handling, or likely to cause damage to our vehicle, equipment, personnel or other goods.
3. Booking Process
3.1 Bookings may be made by completing our booking process as communicated to you. A booking is not confirmed until we have accepted it and provided you with a booking confirmation.
3.2 When making a booking, you must provide accurate and complete information, including but not limited to:
(a) Collection and delivery addresses;
(b) Access details at all addresses, including floor levels, lift use and any restrictions;
(c) Parking availability, permits and any local restrictions;
(d) Description, quantity and approximate weight of goods;
(e) Any particularly fragile, valuable or bulky items;
(f) Any special requirements, such as dismantling or reassembly, packing or storage.
3.3 The quotation and estimated duration of the job are based on the information you supply. If the information is incomplete or inaccurate, we reserve the right to amend the quotation, adjust the rate or, if necessary, decline to carry out the work.
3.4 You are responsible for ensuring that our vehicle can park lawfully and safely as close as reasonably possible to the property entrances. Any parking restrictions must be communicated at the time of booking.
4. Quotations and Charges
4.1 Quotations may be provided as a fixed price or on an hourly rate basis. The basis of the quotation will be clearly stated at the time of booking.
4.2 Unless expressly stated otherwise, quotations do not include:
(a) Fees for parking, tolls, congestion or clean air zones;
(b) Disconnection or reconnection of appliances;
(c) Dismantling or reassembly of furniture;
(d) Packing materials and packing services;
(e) Storage charges;
(f) Disposal of goods or waste.
4.3 Additional charges may apply where:
(a) The move involves significantly more goods than originally described;
(b) Access is more difficult than stated, such as long carries, additional flights of stairs, or absence of a working lift where one was expected;
(c) Waiting time is incurred due to keys, paperwork or premises not being ready;
(d) Work is required outside agreed hours;
(e) Additional services are requested on the day.
4.4 All charges are exclusive of any applicable taxes, which will be added at the prevailing rate where required by law.
5. Payments
5.1 Unless we agree otherwise in writing, payment terms are as follows:
(a) For fixed price jobs, a deposit may be required to secure the booking, with the balance due on completion of the job;
(b) For hourly rate jobs, payment is due immediately upon completion based on the actual time taken, subject to any minimum charge.
5.2 We accept payment by the methods notified to you during the booking process. Cash payments, where accepted, must be made directly to our operative at the end of the job and before departure from the final address.
5.3 If payment is not made when due, we may refuse to start or continue the work and may withhold delivery of goods until full payment is received.
5.4 Where credit terms are agreed for business customers, invoices must be paid by the due date shown. We reserve the right to charge interest on overdue sums at the statutory rate and recover reasonable costs of collection.
6. Cancellations and Amendments
6.1 If you need to cancel or amend your booking, you must notify us as soon as possible.
6.2 We reserve the right to apply a cancellation charge as follows:
(a) Cancellation more than 48 hours before the agreed start time: no cancellation fee, and any deposit may be refunded or transferred at our discretion;
(b) Cancellation between 24 and 48 hours before the agreed start time: up to 50 percent of the quoted amount may be charged;
(c) Cancellation less than 24 hours before the agreed start time or on arrival: up to 100 percent of the quoted amount may be charged.
6.3 If you wish to change the date, time or nature of the job, we will endeavour to accommodate your request, subject to availability. We may revise the quotation where the change affects the scope or duration of the work.
6.4 We may cancel or reschedule a booking where we are unable to perform the services for reasons beyond our reasonable control, including severe weather, road closures, vehicle breakdowns, staff illness, accidents or emergencies. In such cases, our liability will be limited to a refund of any deposit paid for the affected booking, and we will not be responsible for any consequential loss.
7. Your Responsibilities
7.1 You are responsible for:
(a) Ensuring that the goods are ready to move at the agreed time;
(b) Packing goods safely and suitably for transport, unless packing services are expressly included;
(c) Declaring items of high value or special fragility before the move;
(d) Supervising the loading and unloading of goods where necessary and checking that all goods are collected and delivered as required;
(e) Protecting floors, carpets and fixtures where you consider it necessary;
(f) Obtaining all necessary permissions, permits and consents for parking, access and the removal of goods.
7.2 You must not submit for removal or storage any goods that are hazardous, explosive, flammable, illegal or otherwise unsuitable, including but not limited to fuel, gas cylinders, firearms, chemicals, asbestos, perishable food and live animals.
8. Our Responsibilities and Liability
8.1 We will use reasonable care and skill in providing the services. Our staff will handle your goods with care and will take reasonable steps to protect property from avoidable damage.
8.2 We are not liable for loss or damage arising from:
(a) Your failure to pack goods adequately, unless we have provided packing services;
(b) Existing defects in goods or furniture, including wear and tear, weak joints or pre-existing damage;
(c) Dismantling or reassembly carried out at your request where goods are not designed for repeated dismantling;
(d) Normal minor marks, scuffs or scratches to walls, floors or paintwork that can reasonably occur during a move, particularly in tight access situations;
(e) Loss or damage caused by your actions or those of third parties present at the premises;
(f) Loss of or damage to any goods not removed by us, or left unattended in a vehicle at your request.
8.3 We will not be liable for any indirect or consequential losses, including loss of profit, loss of income, loss of enjoyment, or loss arising from delays such as missed appointments, hotel costs or penalties.
8.4 Our total liability for loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable replacement cost up to a fair and proportionate limit. You should arrange your own insurance if you require higher cover.
8.5 You must notify us in writing of any visible damage or loss as soon as reasonably practicable and in any event within a reasonable period after completion of the work. We reserve the right to inspect and, where appropriate, repair any damaged items.
9. Delays and Waiting Time
9.1 We will make reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by traffic, road works, accidents, weather or other factors beyond our control.
9.2 Where unavoidable delays occur, we will keep you informed as far as reasonably possible. We shall not be liable for any loss or expense you incur as a result of such delays.
9.3 If waiting time arises due to keys not being available, properties not being ready, paperwork delays or similar issues outside our control, we may charge waiting time at our standard hourly rate.
10. Waste and Disposal Regulations
10.1 We are not a licensed waste carrier for general domestic or commercial waste unless expressly stated. We can only remove items for disposal in compliance with applicable waste and environmental regulations.
10.2 If you require disposal of unwanted items, this must be discussed and agreed in advance. Additional charges will apply for authorised disposal, based on the nature and volume of items and any fees charged by disposal facilities.
10.3 We will not remove or dispose of hazardous waste, including but not limited to chemicals, oils, asbestos, gas bottles, clinical waste and certain electrical items, where specialist disposal routes are required.
10.4 You must not leave prohibited waste or hazardous items mixed with general goods. If such items are discovered, we may refuse to carry them and may charge for any time lost or additional costs incurred.
11. Insurance and Risk
11.1 Risk in the goods remains with you at all times. You are strongly advised to have adequate insurance cover in place for your goods during the move.
11.2 Where we agree to provide any insurance-related cover, it will be subject to separate terms and limits, which will be communicated to you. Such cover will not replace your own household or business insurance.
12. Complaints and Claims
12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the driver or operative on the day so that we have an opportunity to address it immediately where possible.
12.2 Any formal complaint or claim for loss or damage should be made in writing within a reasonable period following completion of the services, setting out full details and supporting evidence.
12.3 We will investigate complaints and claims fairly and aim to respond within a reasonable time. We may request further information or evidence to assess your claim.
13. Force Majeure
13.1 We shall not be liable for any failure to perform or delay in performing our obligations under the contract where such failure or delay is due to events beyond our reasonable control, including but not limited to extreme weather, natural disasters, war, acts of terrorism, civil disorder, strikes, lockouts, epidemics, road closures, fuel shortages or failure of utilities.
14. Data Protection and Privacy
14.1 We will collect and use your personal information only for the purposes of managing your booking, providing services, handling payments and, where you consent, providing information about our services.
14.2 Your details will be handled in accordance with applicable data protection law. We will not sell your personal information to third parties.
15. Amendments to these Terms
15.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.
15.2 Any changes will be effective when published on our official service documentation or otherwise communicated to you.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any contract between you and us shall be governed by and construed in accordance with the laws of England and Wales.
16.2 Any dispute arising out of or in connection with these Terms and Conditions or the services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy.
17.3 You may not assign or transfer your rights or obligations under the contract without our prior written consent.
17.4 These Terms and Conditions, together with any quotation or written confirmation, constitute the entire agreement between you and us and supersede any prior understandings or arrangements, whether oral or written.
