Terms and Conditions for Man And A Van Richmond upon Thames
These Terms and Conditions (“Terms”) set out the basis on which Man and a Van Richmond upon Thames provides removal, transport, clearance, delivery, and related labour services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these Terms. For the purposes of these Terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person, business, or organisation requesting the service. These Terms should be read carefully before booking, as they explain how the service is arranged, what is included, how payment is handled, and the responsibilities of each party.
We aim to provide a professional man and van service in Richmond upon Thames and across surrounding areas, but these Terms apply more widely to all bookings accepted by us in England and Wales unless otherwise agreed in writing. If any part of these Terms is unclear, the customer should raise the matter before the booking is confirmed. Any variations to these Terms are only valid if agreed by us in writing. Nothing in these Terms affects your statutory rights where they apply.
The customer is responsible for providing accurate information at the time of enquiry and throughout the booking process. This includes the pickup and delivery addresses, access details, item descriptions, parking restrictions, floor levels, time constraints, and any special handling requirements. If the information supplied is incomplete or incorrect, we may revise the quotation, adjust the service plan, or refuse to proceed where safety, legality, or practicality requires it.
Booking process begins when you request a quotation and ends only once we confirm acceptance of the job. A quotation may be provided based on information supplied by telephone, email, online form, photographs, or other communication. Quotations are based on the details available at the time and may be subject to change if the actual work differs from what was described. A quote is not a binding reservation until it has been accepted by both parties and, where required, any deposit has been paid.
We may ask for additional details before confirming a booking, especially where the job involves heavy furniture, multiple stops, narrow access, stairs, restricted parking, fragile goods, or disposal of waste. We reserve the right to refuse or amend a booking if we believe the work presents a risk to our staff, vehicles, property, or compliance obligations. The customer must ensure that all items are ready to move at the agreed time, unless the quotation expressly includes packing, dismantling, loading, or waiting time.
Once a booking is confirmed, the customer should review the details carefully. Confirmation may include the date, estimated duration, vehicle type, number of staff, loading and unloading requirements, and any assumptions that formed the basis of the price. 
If the customer later changes the job in a material way, for example by adding extra items, changing the collection point, or requiring additional labour, we may recalculate the price or reschedule the service. We will act reasonably in doing so, but the final decision rests with us.
Payments must be made in accordance with the agreed quotation or invoice. Unless stated otherwise, prices are based on the information provided before the booking was accepted and may be subject to minimum charges, waiting time charges, congestion or parking-related charges, additional labour, tolls, or disposal fees where applicable. All sums are stated in pounds sterling unless otherwise confirmed. We may request a deposit to secure the booking, especially for larger jobs, busy periods, or services involving waste removal.
Payment is due immediately upon completion of the work unless we have agreed credit terms in writing. We accept payment by the methods made available at the time of booking or completion. If the customer fails to make payment on time, we reserve the right to withhold unloading, retain goods to the extent permitted by law, suspend further services, and recover reasonable costs associated with late payment. Any bank charges, chargeback fees, or collection costs incurred due to failed or disputed payments may be passed to the customer where legally permitted.
If a quotation is based on hourly charging, time begins when our team arrives at the agreed collection point or when work starts, whichever is earlier, and ends when the job is completed, including reasonable travel between collection and delivery points if this has been included in the agreed service model. We may round time in increments used in our invoicing system. Where a fixed price has been agreed, it applies only to the scope described in the booking confirmation. If the actual work extends beyond that scope, additional charges may apply.
Cancellations and rescheduling
The customer may cancel or reschedule a booking, but notice must be given as early as possible. Where a deposit has been paid, it may be non-refundable or partially refundable depending on the timing of the cancellation and any costs already incurred. If a cancellation is made close to the appointment time, we may charge a cancellation fee to cover reserved vehicle time, staff allocation, and preparation costs. The exact fee will depend on the circumstances of the booking and the notice provided.
If you cancel after our team has been dispatched, arrives at the location, or begins work, we may charge for travel time, waiting time, labour already provided, and any other reasonable costs. If access is not possible, the customer is not ready, or the job cannot proceed because information supplied was inaccurate, this may be treated as a late cancellation or failed booking. We will act fairly, but we are not obliged to absorb losses caused by avoidable changes or non-preparedness.
We may reschedule or cancel a booking if vehicle breakdown, adverse weather, staff illness, safety concerns, legal restrictions, or events beyond our reasonable control make performance impractical or unsafe. In such cases, we will aim to give notice as soon as reasonably possible and offer an alternative time where available. Our liability for cancellation in these circumstances is limited to refunding any payment received for the undelivered part of the service, unless otherwise required by law.
Liability and customer responsibilities are central to the safe provision of any man and van Richmond upon Thames service. The customer must ensure that goods are properly packed, labelled, and suitable for transport unless packing has been included in the booking. Fragile, valuable, or sentimental items should be declared before the job starts. We may decline to transport items that are unsafe, excessively heavy, illegal, perishable, contaminated, or likely to cause damage to other goods or the vehicle.
While we take reasonable care when handling items, we are not responsible for pre-existing damage, inadequate packaging, inherent weakness in items, or damage arising from normal handling where goods are not suitable for transport in their condition. The customer is responsible for securing drawers, doors, loose parts, glass, and detachable components unless we have agreed to do so as part of the service. We are not liable for damage caused by items being carried through tight access, narrow staircases, or restricted entry points where the customer has chosen to proceed after being informed of the risks.
Our liability for loss or damage, whether arising in contract, tort, negligence, breach of statutory duty, or otherwise, is limited to the direct loss suffered and to the value of the affected item or service, subject to any insurance cover we maintain and any legal limits that apply. We do not exclude 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. We are not liable for indirect loss, loss of profit, loss of business, loss of opportunity, or consequential damage.
Access, parking, and site conditions must be suitable for the booked vehicle and labour. The customer must arrange lawful parking where required, provide any permits or approvals that are needed, and inform us of restrictions that could affect the job. If parking charges, fines, penalties, or enforcement costs arise because of incorrect information or failure to arrange access, those costs may be recharged to the customer where legally permissible. The customer should also ensure that building rules, concierge procedures, loading bay rules, and time windows are communicated in advance.
If the job involves stairs, lifts, long carrying distances, or difficult terrain, the quoted price may assume a specific level of access. If conditions differ on arrival, we may revise the price or the service plan. Our team is not required to move items through unsafe access routes or into places that may create risk of injury or property damage. We may stop work if the environment becomes unsafe, abusive, or unsuitable for manual handling. In such cases, any charge already earned remains payable.
Waste regulations apply where our service includes the removal, disposal, or clearance of unwanted items. We operate in accordance with relevant UK waste law, including the duty to ensure waste is handled, transported, and transferred only to authorised facilities or parties. The customer must be honest about the nature of the items to be removed. Waste must not include prohibited, hazardous, infectious, explosive, or controlled materials unless we have expressly agreed in advance and the law allows us to handle them. Such items may include asbestos, chemicals, gas bottles, clinical waste, batteries, oils, and certain electrical goods.
Where waste is collected, the customer remains responsible for declaring whether the items are waste, reusable goods, donations, or goods intended for resale. If items are to be disposed of as waste, title in those items usually passes to us upon collection only if this is lawful and consistent with the service arrangement. We may separate, sort, or transfer waste to different facilities in order to comply with environmental obligations. If the customer asks us to remove waste that requires special treatment, additional charges may apply for segregation, handling, or lawful disposal.
We reserve the right to refuse any item we believe cannot be lawfully transported or disposed of. If prohibited items are discovered after collection has begun, we may return them to the customer where legal and practical, or otherwise isolate them and charge for the time and costs involved. The customer may be liable for any fines, penalties, cleaning costs, contamination, or regulatory action arising from the misdescription or unlawful presentation of waste. We strongly recommend that all waste-related bookings be discussed in advance so that the correct arrangements can be made.
The customer must not place prohibited waste in ordinary removals without prior agreement. Items presented for disposal should be kept separate from household goods wherever possible. If we reasonably suspect that the load contains unsafe or undeclared waste, we may suspend the job until clarification is received. Any delay caused by undeclared waste may be charged as waiting time or additional labour. By booking a service involving waste collection, the customer confirms that they have disclosed all relevant information to the best of their knowledge.
Insurance, claims, and loss reporting require prompt communication. Any claim for loss or damage should be reported as soon as reasonably possible after the event and in any case within a reasonable period, with supporting details and evidence where available. We may ask for photographs, item descriptions, purchase information, and a summary of the circumstances. Failure to report damage promptly may affect our ability to investigate the matter or recover losses from a third party, and may therefore reduce any remedy available.
Where an item is transported by us, any compensation will normally be limited to the lesser of the cost of repair, the replacement value, or the applicable insurance limit, subject to proof and to any exclusions set out in these Terms. Customers are encouraged to obtain their own insurance where goods are especially valuable or fragile. We do not provide specialist insurance advice and do not accept responsibility for a customer’s failure to insure goods appropriately.
Nothing in these Terms creates a partnership, agency, or employment relationship between the customer and us. The customer may not assign or transfer rights under the booking without our written consent. We may assign or subcontract part of the work where reasonably necessary to perform the service, provided that we remain responsible for the contracted output to the extent required by law. Any waiver by us of a breach on one occasion does not waive future breaches.
Changes to these Terms may be made from time to time to reflect operational, legal, or regulatory updates. The version in force at the time of booking normally applies to that booking unless a later change is required by law or expressly agreed. If any provision is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force.
We may also refuse a booking, suspend a service, or terminate a service in progress if the customer behaves abusively, requests unlawful activity, provides misleading information, or otherwise makes it unreasonable or unsafe for us to continue. In such circumstances, the customer may remain responsible for any costs incurred up to the point of termination. Our decision to proceed or not proceed with a job is always subject to legal compliance, safety, and practical feasibility.
Governing law and jurisdiction: These Terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives the customer the right to bring proceedings elsewhere. These Terms form the entire agreement between the parties in relation to the services described and supersede any prior discussions, representations, or understandings, whether written or oral.
Final provisions apply to every booking made with Man and a Van Richmond upon Thames. If the customer proceeds with a booking, continues with the service after being presented with these Terms, or confirms the work in writing or verbally, that conduct will be treated as acceptance of the Terms. It is the customer’s responsibility to read them in full before the service starts. We recommend retaining a copy for reference.
By choosing our man and van Richmond upon Thames service, the customer acknowledges that transport and clearance work often depends on factors beyond our control, including road access, building arrangements, weather, and item condition. We will always aim to act professionally, fairly, and with reasonable care. However, the nature of moving and clearance services means that some risks cannot be entirely eliminated. These Terms are designed to allocate those risks transparently and in accordance with UK law.