Terms and Conditions

Man with Van Ilford Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Ilford provides removal and related services to private and business customers. By booking or using our services, 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.

Company refers to Man with Van Ilford, the removal service provider.

Customer refers to the individual or organisation booking or using the services of the Company.

Services refers to any removal, loading, unloading, packing, transportation, delivery, or related work provided by the Company.

Vehicle refers to any van or other vehicle used by the Company to perform the Services.

Goods refers to items, belongings, furniture, equipment, or materials that are handled, transported, or otherwise managed by the Company during the provision of the Services.

Service Area refers to the locations where the Company ordinarily offers its man and van and removal services, including Ilford and surrounding areas.

2. Scope of Services

The Company provides man and van services, house and flat moves, office and business moves, furniture transport, collection and delivery, and related removal services within the Service Area and to other destinations by prior agreement.

The exact scope of the Services for each job, including the number of staff, size of vehicle, estimated duration, and any additional services such as packing or dismantling and reassembly, will be confirmed at the time of booking.

The Company reserves the right to decline any job that, in its reasonable opinion, is unsafe, unlawful, unsuitable for the Vehicle, or outside its standard operating capabilities.

3. Booking Process

All bookings must be agreed in advance with the Company. A booking is only confirmed when the Company has accepted the Customer’s request and provided written or verbal confirmation of the date, time, service description, and agreed price or pricing basis.

The Customer is responsible for providing accurate and complete information when requesting a quote and making a booking, including:

Full collection and delivery addresses, including access details.

Accurate description and quantity of Goods to be moved.

Information about heavy, fragile, or high-value items.

Details of any limited access, stairs, parking restrictions, or other relevant conditions at either end of the journey.

Any additional requirements such as packing, dismantling or reassembly, or multiple drop-offs.

If the information provided by the Customer is incomplete or inaccurate, the Company may adjust the quoted price, alter the Services, or in serious cases cancel the booking or cease work on site if it is unsafe or not reasonably feasible to proceed.

4. Pricing and Quotations

The Company may provide prices based on an hourly rate, a fixed quote, or a combination of both, depending on the nature of the job and any special requirements.

Any quotation provided by the Company is based on the information supplied by the Customer and is valid for a limited period as stated at the time of issue or, if no period is stated, for 30 days from the date of the quotation.

Quotations are given on the understanding that:

Access to the property and parking is suitable for the Vehicle.

The work can be carried out in normal working hours unless otherwise agreed.

The Goods are ready to be moved at the agreed time.

There are no unexpected additional flights of stairs, long carrying distances, or delays outside the Company’s control.

The Company reserves the right to adjust the price if any of these assumptions proves incorrect or if the scope of work materially changes.

5. Payments and Charges

Unless otherwise agreed in advance, payment is due in full on completion of the Services on the day of the move.

The Company may request a deposit or full prepayment to secure the booking, particularly for longer jobs, larger moves, or bookings outside the usual Service Area.

Payment methods accepted will be confirmed at the time of booking. The Customer must ensure that sufficient funds are available on the day of the move. If payment is not made when due, the Company may decline to unload Goods, retain Goods until payment is received, or apply additional charges for waiting time, storage, and administration.

Where work is charged on an hourly basis, the charging period begins at the agreed start time or when the Vehicle arrives at the pick-up address, whichever is later, and continues until the work is completed at the final destination. Minimum charges may apply.

Additional charges may apply for:

Waiting time caused by delays outside the Company’s control, such as key collection, access issues, or incomplete packing.

Extra staff, vehicles, or equipment required due to underestimation of the volume of Goods or access difficulties.

Last-minute changes to the destination or additional stops requested by the Customer.

6. Cancellations and Amendments

If the Customer needs to cancel or amend a booking, they should notify the Company as soon as possible.

The Company may apply a cancellation charge depending on the notice given by the Customer.

If more than 72 hours notice is given, any deposit paid may be refundable or transferable at the Company’s discretion.

If less than 72 hours but more than 24 hours notice is given, the Company may retain part or all of any deposit to cover lost time and administrative costs.

If less than 24 hours notice is given, or if the Customer is not present or ready when the team arrives, the Company reserves the right to charge up to the full quoted amount to cover costs and loss of opportunity.

The Company may, on rare occasions, need to cancel or reschedule a booking due to events beyond its control, such as vehicle breakdown, severe weather, illness, or other operational reasons. In such cases, the Company will attempt to give as much notice as reasonably possible and will offer an alternative date or refund any deposit paid, but will not be liable for any indirect or consequential losses.

7. Customer Responsibilities

The Customer must:

Ensure that suitable parking is available for the Vehicle at both collection and delivery addresses, and obtain any permits or permissions required.

Ensure that the premises are safe and accessible for the Company’s staff, with clear walkways and no known hazards.

Be present, or ensure an authorised representative is present, throughout the loading and unloading process to direct the placement of Goods and confirm that all items have been collected and delivered.

Properly pack and secure all Goods unless a packing service has been agreed, using appropriate materials and containers.

Disconnect and prepare appliances and electronic equipment before the move unless otherwise agreed.

Check all cupboards, lofts, sheds, and other storage areas before the team leaves the property.

The Customer is responsible for any parking fines, congestion charges, tolls, or other charges incurred as a direct result of the collection or delivery address, and these may be added to the final bill.

8. Items Not Accepted for Transport

The Company will not knowingly transport or handle the following items:

Illegal goods, stolen items, or items obtained unlawfully.

Explosives, firearms, weapons, or ammunition.

Flammable, toxic, corrosive, or otherwise hazardous materials, including gas bottles, fuels, chemicals, and paint in unsuitable containers.

Animals, live plants, or perishable items that may deteriorate in transit.

Any other items which, in the opinion of the Company, pose a risk to property, health, safety, or the environment.

If such items are presented without the Company’s knowledge and cause loss, damage, delay, or legal issues, the Customer will be fully responsible for all resulting costs, claims, and liabilities.

9. Waste, Rubbish and Disposal Regulations

The Company is a removal service and does not operate as a general waste disposal contractor unless this has been explicitly agreed in advance.

The Customer must not present household rubbish, building waste, or commercial waste for removal unless a specific arrangement has been made with the Company, and any applicable waste disposal fees have been agreed.

Any disposal of Goods or waste must comply with relevant waste and environmental regulations. The Company will not transport hazardous waste or items that require specialist disposal. The Customer is responsible for any costs, fines, or penalties arising from the incorrect declaration of waste or the unlawful attempt to dispose of restricted items through the Company.

Where the Company agrees to dispose of items, the Customer confirms that they are the legal owner of those items or have the owner’s permission to dispose of them.

10. Liability and Limitations

The Company will take reasonable care in handling, loading, transporting, and unloading Goods. However, liability for loss or damage is subject to the limitations set out below.

The Company will not be liable for:

Loss or damage arising from the inherent risk or defective condition of any Goods, including items that are fragile, poorly constructed, or already damaged.

Minor cosmetic damage, such as small scratches, scuffs, or marks, that may reasonably occur in the normal course of a removal.

Loss or damage to items packed by the Customer, where the damage is due to inadequate or unsuitable packing.

Loss of earnings, loss of profit, loss of opportunity, or any indirect or consequential loss.

The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, will not exceed a reasonable replacement value for the specific item or a fair proportion of the overall job price, whichever is lower, unless otherwise agreed in writing before the move.

The Customer should arrange their own insurance cover if they require protection beyond the Company’s standard liability or if they are moving particularly high-value items.

11. Exclusions of Liability

The Company will not be responsible for loss, damage, or delay resulting from circumstances beyond its reasonable control, including but not limited to:

Acts of God, severe weather, natural disasters, or fire.

Accidents, road closures, traffic jams, or mechanical breakdowns not reasonably preventable.

Strikes, lockouts, or other industrial action.

Acts of war, terrorism, or civil disturbance.

Governmental or legal restrictions, including access restrictions to properties or areas.

In such cases, the Company’s obligation will be limited to making reasonable efforts to complete the move as soon as reasonably practicable or rescheduling where appropriate.

12. Claims and Complaints

Any loss or damage that the Customer believes has been caused by the Company must be reported to the team on the day of the move as soon as it is noticed, and in any event as soon as reasonably possible afterwards.

Claims should be supported with details of the item, the nature of the damage or loss, and, where possible, photographs or other evidence.

The Company will investigate any complaint in good faith and may request additional information or an opportunity to inspect the alleged damage. Any offer of repair, replacement, or compensation is made at the Company’s discretion in line with the limitations of liability set out in these terms.

13. Data Protection and Privacy

The Company will collect and use personal information provided by the Customer for the purposes of arranging and carrying out the Services, processing payments, and handling any queries or complaints.

The Company will take reasonable steps to protect the Customer’s personal data and will not sell or share such data with third parties except where necessary to perform the Services, comply with legal obligations, or where the Customer has given explicit consent.

14. Termination of Services

The Company may suspend or terminate the provision of Services if:

The Customer fails to pay any sums due.

The Customer behaves in an abusive, threatening, or unsafe manner towards the Company’s staff.

Continuing the job would, in the reasonable opinion of the Company, pose a risk to safety, property, or legal compliance.

In such cases, the Customer may still be liable for all or part of the agreed charges, depending on the work already carried out and costs incurred.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, 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 dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

16. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be treated as deleted, but this shall not affect the validity and enforceability of the remaining provisions.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any previous understanding or agreement, whether written or oral.