Man with Van Isleworth Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Isleworth provides removal, transportation, collection, delivery and related services. By making a booking, using our services or allowing work to commence, 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 words have the meanings set out below.
Client means the person, business or organisation that requests or pays for the services.
Services means any removal, moving, man and van, loading, unloading, packing, transportation, delivery, collection, or related services provided by us.
Goods means the items, belongings, furniture, equipment or materials that we are requested to move, transport, handle or store.
Vehicle means any van or other vehicle used by us to provide the services.
We, us or our means the trading entity operating as Man with Van Isleworth providing the services.
2. Scope of Services
We provide man and van and removal services for domestic and commercial clients. The specific scope of services for each job, including the number of movers, size of vehicle, estimated duration and any additional tasks such as packing or furniture assembly, will be agreed with you at the time of booking.
Unless expressly agreed in writing, our services do not include structural alterations, removal of fixtures that require specialist tools, disconnection or reconnection of gas, electrical or plumbing equipment, or work that may compromise the safety of our staff, your property or third parties.
3. Booking Process
3.1 You may request a quotation by providing accurate information regarding the collection and delivery addresses, access conditions, number and type of items, special handling requirements and preferred date and time.
3.2 Any quotation provided is based on the information you supply. If the information is incomplete or inaccurate, we reserve the right to amend or withdraw the quotation and to adjust charges accordingly.
3.3 A booking is only confirmed when we have accepted your request for services and you have accepted our quotation and any applicable charges or deposits. We may confirm bookings verbally or in writing.
3.4 You are responsible for ensuring that all details on the booking confirmation are correct, including dates, addresses, access instructions and scope of work. Any discrepancy should be raised with us as soon as possible before the service date.
3.5 We reserve the right to decline any booking request at our sole discretion.
4. Pricing and Quotations
4.1 We may charge on an hourly rate basis, a fixed price, or a combination of both, depending on the nature of the job. The charging method will be specified at the time of quotation.
4.2 Hourly rate bookings are charged from the time the vehicle and team arrive at the agreed collection address or the time stated in the booking confirmation, whichever is earlier, until the completion of the job, including reasonable travel time between locations and any waiting time caused by delays in access or preparation.
4.3 Fixed price quotations are based on the information provided and assume reasonable access, parking and loading conditions. Additional charges may apply if circumstances differ significantly from those described at the time of quotation.
4.4 Prices may be subject to additional charges for tolls, congestion or emission zone charges, parking fees, ferry costs or other third party charges incurred in providing the services.
4.5 All prices are quoted exclusive of any applicable taxes unless clearly stated otherwise.
5. Payments
5.1 We may require a deposit to secure your booking. The amount and due date of any deposit will be indicated at the time of booking.
5.2 Unless otherwise agreed, payment of the balance is due immediately upon completion of the services. For longer distance or larger removals, we may require part or full payment in advance.
5.3 We accept payment by the methods specified at the time of booking. You are responsible for ensuring that funds are available and valid for payment.
5.4 If payment is not made when due, we reserve the right to charge interest on overdue sums at the statutory rate and to recover any reasonable costs incurred in pursuing payment, including administrative and legal costs.
5.5 We may refuse to unload goods or to release goods into your possession until full payment has been received, where legally permitted.
6. Client Responsibilities
6.1 You must ensure that you or a responsible representative is present at both the collection and delivery addresses for the duration of the service to provide access, directions and instructions.
6.2 You are responsible for securing appropriate parking or authorisation for our vehicle as close as reasonably possible to the property entrances. Any parking penalties or enforcement charges arising from your failure to arrange suitable parking may be added to your bill.
6.3 You must ensure that your goods are properly packed and prepared for transport unless you have specifically booked a packing service. Fragile items, valuable items and items of special sensitivity should be clearly marked.
6.4 You must remove or secure any loose fittings, cables or accessories that could become detached or cause damage during handling or transit.
6.5 You are responsible for checking that nothing is left behind at the collection address and that all goods to be moved are loaded. We accept no responsibility for items not loaded or items taken in error due to unclear instructions.
7. Cancellations and Amendments
7.1 If you need to cancel or reschedule your booking, you must notify us as soon as possible.
7.2 Cancellations received more than 48 hours before the agreed start time may be made without charge, unless a non-refundable deposit has been specifically agreed.
7.3 Cancellations received within 24 to 48 hours of the agreed start time may incur a cancellation fee of up to 50 percent of the estimated job value, at our discretion.
7.4 Cancellations received within 24 hours of the agreed start time, or on arrival of our team at the collection address, may be charged at up to 100 percent of the estimated job value to cover allocated time and costs.
7.5 If you wish to amend the date, time, addresses, or scope of work, we will endeavour to accommodate your request, but cannot guarantee availability. Changes may result in a revised quotation and additional charges.
7.6 We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, illness, or safety concerns. In such cases, we will offer an alternative date or, if not possible, a refund of any deposit paid as full and final settlement.
8. Restrictions on Goods
8.1 We do not transport or handle goods that are illegal, dangerous, explosive, flammable, corrosive, toxic, perishable beyond normal household food items, or otherwise hazardous, including but not limited to gas cylinders, fireworks, chemicals, firearms, ammunition, cash in significant quantities, or regulated materials.
8.2 We do not accept liability for, and may refuse to transport, high value items such as jewellery, precious metals, antiques, artwork, important documents, data storage devices or collections unless declared in advance and specifically agreed in writing.
8.3 You must not include any prohibited or hazardous items in the goods without our explicit prior consent. If we discover such items, we may remove or refuse to transport them, and you will be responsible for any resulting loss, damage, or legal consequences.
9. Waste and Environmental Regulations
9.1 We are not a general waste carrier and do not provide unlawful disposal of waste. All waste removals and clearances must comply with applicable waste and environmental regulations.
9.2 Where we agree to remove items for disposal or recycling, we will do so only at authorised facilities and in accordance with relevant legislation. Additional charges may apply for disposal services, depending on the nature and quantity of the items.
9.3 You must not request or permit our staff to dispose of waste illegally, including fly tipping or depositing waste in unauthorised locations. We reserve the right to refuse any request that would breach legal or environmental obligations.
9.4 You are responsible for accurately describing any waste or items intended for disposal. If hazardous or controlled waste is presented without prior disclosure, we may refuse to remove it and may charge for any time, costs or penalties incurred.
10. Liability and Limits
10.1 We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is subject to the limitations set out in this section.
10.2 We are not liable for loss or damage arising from your failure to adequately pack or protect items, inherent defects in goods, normal wear and tear, atmospheric or climatic conditions, or fair deterioration of perishable items.
10.3 We are not liable for loss or damage caused by inaccurate information, insufficient or obstructed access, unsafe premises, or your failure to take reasonable steps to protect property such as covering floors or removing obstacles.
10.4 Our liability for loss of or damage to goods, whether arising from negligence or otherwise, shall be limited to a reasonable replacement or repair cost, subject to an overall cap per job. The applicable cap may be detailed in your quotation or booking confirmation.
10.5 We are not liable for indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, or emotional distress.
10.6 We are not liable for delays or failure to perform our obligations due to events beyond our reasonable control, including adverse weather, traffic congestion, road closures, accidents, breakdowns, strikes, or acts of third parties.
10.7 If you wish to make a claim for loss or damage, you must notify us in writing as soon as reasonably practicable, and in any event within seven days of completion of the services, providing reasonable details and evidence. Failure to notify us within this time may affect our ability to investigate and may limit or extinguish any liability to you.
11. Access, Property and Parking
11.1 You must ensure that access to the property is safe, lawful and suitable for the vehicle and team. This includes ensuring that stairways, corridors, lifts, doors and driveways are clear and adequate for moving goods.
11.2 If access is restricted, unsafe or significantly more difficult than described at the time of booking, we may charge additional fees for extra time, labour or specialist equipment, or may decline to proceed if safety would be compromised.
11.3 You are responsible for any damage to our vehicle or equipment arising from defective driveways, overhanging branches, unstable surfaces, or similar hazards on or around your property.
11.4 You must obtain any necessary permissions or permits for access and parking at both collection and delivery locations, including local authority permits where required.
12. Insurance
12.1 We maintain appropriate insurance policies in connection with the operation of our vehicles and our business. Details of cover relevant to your job are available on request.
12.2 Our insurance does not replace your own household, contents, business or specialist insurance. You are encouraged to check that your existing policies provide adequate cover for removals, transit and temporary storage, and to arrange additional cover if necessary.
13. Complaints
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the team on site where possible so that we have the opportunity to address it immediately.
13.2 If the matter is not resolved at the time, you should submit a written complaint with relevant details and any supporting evidence within seven days of the service date. We will review your complaint and aim to respond within a reasonable period.
13.3 Our internal complaints process does not affect your statutory rights.
14. Data Protection and Privacy
14.1 We collect and process personal data such as names, addresses and contact details for the purpose of providing our services, managing bookings, processing payments and fulfilling legal obligations.
14.2 We will handle your personal data in a lawful and secure manner and will not sell or share your details with third parties except where necessary to deliver the services, process payments, comply with legal requirements, or with your explicit consent.
14.3 You may have rights under data protection laws to access, correct or request deletion of your personal data. Any such requests should be made in writing.
15. Variation of 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 that booking.
15.2 Any variation to these Terms and Conditions must be agreed in writing by us to be effective. Verbal agreements or assurances that conflict with these terms are not binding.
16. Severability
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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 the services provided, without prejudice to any mandatory protections afforded to consumers by law.
By confirming a booking or permitting our team to commence work, you acknowledge that you have read, understood and agree to these Terms and Conditions.
