Terms and Conditions
Man with Van Ruislip Service Terms and Conditions
These Terms and Conditions govern the provision of man and van, removal, and related services by Man with Van Ruislip to customers within our service areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business, or organisation that books or uses our services.
Services means any man and van, removal, transport, loading, unloading, packing, or related services that we provide.
Vehicle means any van or other vehicle used by us to perform the services.
Goods means the items, furniture, personal belongings, equipment, or other property that you ask us to move, transport, or handle.
Writing means written communication, including letters and digital written messages where accepted by us.
2. Scope of Services
Man with Van Ruislip provides transport and removal services for domestic and commercial customers across our service area and to other UK destinations as agreed at the time of booking.
Unless expressly agreed in writing, our services do not include disconnection, reconnection, or installation of appliances, dismantling or reassembly of complex furniture, removal of doors or windows, specialist lifting requiring cranes or external hoists, or the transport of dangerous goods.
Any additional services requested on the day of the move will be subject to staff and vehicle availability and may incur extra charges, which must be accepted by you before they are carried out.
3. Booking Process
3.1 Booking request
You may request a booking by providing us with accurate details of the collection and delivery addresses, property access, dates and times, a description and approximate volume of the goods, and any special requirements such as dismantling, packing, or additional stops.
3.2 Quotations
Any quotation we provide is based on the information you supply. Quotations may be provided on a fixed price basis or an hourly rate basis. Quotations are usually valid for a limited period, which will be indicated at the time of issue. We reserve the right to revise a quotation if the information provided is incomplete, inaccurate, or changes before or on the day of the move.
3.3 Acceptance of booking
A booking is only confirmed when we have accepted your request and you have agreed to our quotation and these Terms and Conditions. We may require a deposit at the time of booking, and the booking will only be secured once that deposit is received, where applicable.
3.4 Access and parking
At the time of booking, you must inform us of any access restrictions, limited parking, height or width restrictions, or other issues that may affect our vehicle or our ability to carry out the services. It is your responsibility to arrange suitable parking where necessary and to obtain any permits required. Additional time or costs incurred due to access or parking issues may be charged to you.
4. Customer Responsibilities
You are responsible for:
Ensuring that all information provided at the time of booking is accurate and complete.
Packing and securing your goods in suitable containers, unless packing services have been agreed in our quotation.
Ensuring that all boxes and containers are securely closed and capable of being safely carried.
Ensuring that any furniture requiring dismantling is ready, unless dismantling services have been agreed.
Being present, or appointing an authorised representative to be present, at both collection and delivery locations to direct the placement of goods and sign any paperwork.
Checking that nothing is left behind at the collection address before our team leaves.
5. Items We Do Not Accept
We do not accept for transport any of the following without prior written agreement:
Hazardous materials, including explosives, flammable liquids, gases, chemicals, or toxic substances.
Illegal items or items the possession or transport of which would be unlawful under UK law.
Valuable items such as cash, jewellery, watches, precious metals, securities, or important documents including passports and financial papers.
Perishable goods or items requiring temperature-controlled conditions.
Livestock, pets, or other live animals.
If such items are transported without our knowledge, you do so entirely at your own risk, and we accept no liability for loss or damage or for any consequences arising from the transport of those items.
6. Pricing and Payments
6.1 Rates and charges
Our charges may be based on a fixed price quote or an hourly rate, as specified in your booking confirmation. Charges may include travel time, fuel, congestion and toll charges, parking costs, and any additional labour requested.
6.2 Deposits
We may require a deposit to secure your booking. Deposits are generally non-refundable except as set out in the cancellation section of these Terms and Conditions.
6.3 Payment terms
Unless otherwise agreed in writing, payment is due on completion of the services on the day of the move. We accept payment by the methods notified to you at the time of booking. Where a fixed price has been agreed, this must be paid in full unless additional time, services, or costs have been incurred, in which case these will be added to the final invoice.
For hourly rate bookings, the minimum hire period and charging increments will be specified at the time of booking, and waiting time may be chargeable where delays occur outside our control.
6.4 Late or non-payment
If payment is not received when due, we reserve the right to charge reasonable late payment fees and interest, and to withhold delivery of your goods until full payment is received. We may also retain your goods under a lien until all sums owed have been paid in full.
7. Cancellations and Changes
7.1 Customer cancellations
If you need to cancel or postpone your booking, you must notify us as soon as possible in writing. Our standard cancellation charges are as follows unless otherwise stated in your booking confirmation:
More than 7 days before the agreed move date: deposit may be refunded or transferred to a new date at our discretion.
Between 3 and 7 days before the move: we may retain all or part of the deposit to cover administrative and scheduling costs.
Less than 3 days before the move or on the day: we may charge up to 100 percent of the quoted price.
7.2 Changes to booking details
If you wish to change the date, time, addresses, or scope of the services, you must contact us as soon as possible. We will try to accommodate changes, but this is subject to availability and may result in revised pricing. If we cannot accommodate the change and you decide to cancel, our cancellation charges may apply.
7.3 Our right to cancel or amend
We may cancel or postpone a booking due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, staff illness, road closures, or other events that make it unsafe or impracticable to carry out the move. In such cases, we will offer to reschedule the booking to a mutually convenient date. Our liability in these circumstances will be limited to the refund of any deposit or prepayment received, and we will not be responsible for any consequential losses you may incur.
8. Liability and Limitations
8.1 Our duty of care
We will exercise reasonable care and skill in handling, loading, transporting, and unloading your goods. However, our liability is subject to the limitations set out in this section.
8.2 Excluded and limited liability
We are not liable for:
Normal wear and tear, or minor marks, scuffs, or scratches which may occur during handling.
Damage to goods that were not properly packed by you or a third party acting on your behalf.
Damage to goods where pre-existing damage or weakness made them particularly susceptible to harm.
Loss or damage resulting from your failure to protect items of special value or to declare such items.
Indirect or consequential losses, including loss of profit, loss of enjoyment, or loss of opportunity.
We will not be liable for damage to or loss of any item unless you can show that we were negligent and that the item was in our care and control at the time of the loss or damage.
8.3 Damage to property
While we take care to avoid damage to your property, we are not responsible for damage to internal or external property such as walls, ceilings, door frames, floors, or driveways where such damage arises from moving items at your request in difficult access conditions, or where the risk of damage has been pointed out to you and you have asked us to proceed.
8.4 Time limits for claims
You must notify us in writing of any loss or damage you believe has been caused by us as soon as reasonably possible and in any event within 7 days of the move. We may require evidence such as photographs and a written description of the issue. Failure to notify us within this period may affect our ability to investigate and may limit or exclude any liability we may have.
9. Insurance
We maintain appropriate insurance cover for our operations in line with industry practice. Our insurance is subject to the terms, conditions, and exclusions of the policy. You are encouraged to arrange your own additional insurance for high-value or fragile items if required, as our liability may not cover the full replacement value of such goods.
10. Waste and Environmental Regulations
10.1 Waste carriage
We comply with applicable UK waste and environmental regulations when carrying waste. We may be registered as a waste carrier where required. We will not transport waste or rubbish unless this has been expressly agreed in advance, and additional charges will apply.
10.2 Prohibited waste
We do not handle hazardous waste, clinical waste, asbestos, or any other controlled or dangerous waste materials. If such items are discovered in your goods, we may refuse to transport them and may charge you for any costs incurred in safely dealing with them.
10.3 Disposal services
Where we agree to remove items for disposal, we will take them to an appropriate facility in accordance with applicable regulations. You confirm that you are the owner of those items or have the authority to dispose of them. We accept no liability for any items you ask us to dispose of once they have left your possession.
11. Delays and Events Beyond Our Control
We will use reasonable efforts to arrive at the agreed time, but arrival and completion times are estimates only. We are not responsible for delays caused by traffic, road closures, accidents, breakdowns, weather, or other events outside our reasonable control. Any additional time caused by such delays may be chargeable where services are provided on an hourly rate basis.
12. Complaints and Dispute Resolution
If you are unhappy with any aspect of our services, you should raise your concerns with our team as soon as possible so that we have the opportunity to address the issue. If the matter is not resolved, you may submit a formal complaint in writing with full details of your booking and the issue. We will investigate and respond within a reasonable time. Both parties agree to attempt to resolve disputes amicably in good faith before considering formal legal action.
13. Data Protection and Privacy
We collect and use your personal information only as necessary to manage your booking, provide our services, process payments, and communicate with you. We will take reasonable steps to protect your data and will not sell your information to third parties. We may keep records of your booking and contact details for administrative and legal purposes for a reasonable retention period.
14. Variation of Terms
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 that booking. Any changes will not affect bookings already confirmed unless required by law.
15. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision will be deemed deleted, and the remaining provisions will continue in full force and effect.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter, including non-contractual disputes or claims, 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 such dispute or claim.
By confirming a booking with Man with Van Ruislip, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
