Terms and Conditions

Man and a Van Richmond upon Thames Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Richmond upon Thames provides removal and related services to consumers and business customers within the United Kingdom. By making a booking, paying a deposit, or allowing our team to commence work, you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions, you should not use our services. These terms apply to all services we provide unless we agree otherwise in writing.

Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Company means the Man and a Van Richmond upon Thames removal service providing the work.

Customer means the person, firm or organisation making the booking or on whose behalf the booking is made.

Services means any removal, transportation, packing, unpacking, loading, unloading, or related services provided by the Company.

Vehicle means any van or other vehicle operated by or on behalf of the Company.

Goods means the items to be moved, transported, handled or otherwise dealt with by the Company.

Service Area and Scope of Work

The Company primarily provides removal and man and van services within Richmond upon Thames and surrounding areas, with collections or deliveries elsewhere in the UK as agreed at the time of booking. The exact scope of work, including addresses, dates, times, and any additional services required, will be confirmed during the booking process.

Unless specifically agreed in writing, the Services do not include disconnection or reconnection of appliances, specialist dismantling or reassembly, packing of fragile or high value items, or handling of items restricted by law or health and safety regulations.

Booking Process

Bookings can be made by the Customer through our designated booking channels. When making a booking, the Customer must provide accurate and complete information, including:

1. Collection and delivery addresses.

2. Access details at each address, including stairs, lifts, parking restrictions, or access limitations.

3. A clear description of the Goods to be moved, including any large, heavy, fragile or unusual items.

4. Preferred service date and time, and any time constraints.

The Company may provide an estimate based on the information supplied. This estimate is not a fixed quotation unless specifically stated and confirmed in writing. The final price may change if the information provided was inaccurate or incomplete, or if the scope of work changes on the day.

A booking is only confirmed when the Company has accepted the Customer's request for Services and, where required, a deposit has been paid. The Company reserves the right to refuse any booking at its discretion.

Access, Parking and Customer Responsibilities

The Customer is responsible for ensuring that suitable access and parking are available for the Vehicle at both the collection and delivery addresses. This includes arranging any necessary permits or authorisations from local authorities or property managers in advance.

Any additional costs incurred due to parking charges, fines, delays caused by lack of access, or the need to park further away than reasonably expected may be charged to the Customer. The Customer must also ensure that stairways, lifts, corridors and doorways are clear and suitable for the safe movement of Goods.

The Customer is responsible for properly packing and securing Goods unless packing services have been specifically requested and agreed. Fragile or high value items should be clearly marked and brought to the attention of the Company before loading.

Charges and Payments

Service charges may be based on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking. The Company will explain the charging basis clearly before confirming the booking.

The Customer may be required to pay a deposit in order to secure the booking. Deposits are generally non-refundable except where the Company cancels the booking or is at fault. The balance of the charges is payable on or before completion of the Services, depending on the agreed payment terms.

Accepted methods of payment will be specified by the Company and may include cash, card payments or bank transfer. The Customer must ensure that cleared funds are available when payment is due. The Company reserves the right to withhold delivery of Goods or suspend services if payment is not made as agreed.

Where Services are charged on an hourly basis, time is calculated from the point the Vehicle and crew arrive at the agreed collection address until the completion of unloading at the final address, including any reasonable travel or waiting time caused by the Customer.

If the actual work exceeds the original estimate due to additional items, delays, inadequate access, or other factors outside the Company's control, the Company may charge for the extra time or work at the applicable rates.

Cancellations and Amendments

If the Customer needs to cancel or amend a booking, they must notify the Company as soon as possible through the same channels used to make the booking or by another agreed method.

Cancellation charges may apply as follows, unless otherwise agreed:

1. Cancellation more than 7 days before the scheduled service date: deposit may be retained or a reasonable administration fee charged.

2. Cancellation within 7 days but more than 48 hours before the scheduled service date: a percentage of the estimated total charge may be payable.

3. Cancellation within 48 hours of the scheduled service date or failure to be present when the crew arrives: up to 100 percent of the estimated total charge may be payable.

Any amendments to the service date, time, address or scope of work are subject to availability. If an amendment significantly changes the nature or size of the job, the Company may adjust the price accordingly or treat the change as a cancellation and new booking.

In the rare event that the Company needs to cancel or amend a booking, it will notify the Customer as soon as reasonably possible. The Company's liability will be limited to refunding any deposits or payments made for the affected booking, and it will not be responsible for any indirect or consequential losses.

Customer Obligations on the Day

The Customer, or an authorised representative, must be present at the collection and delivery addresses throughout the Service to direct the crew and sign any relevant documents. If no one is present, the Company may not be able to complete the work and may treat the situation as a late cancellation, with associated charges.

The Customer must ensure that all Goods to be moved are ready for loading, properly packed where necessary, and clearly separated from items not to be moved. The Company is not responsible for checking that every item has been loaded or unloaded unless this has been expressly agreed.

Excluded and Restricted Items

The Company does not carry, and the Customer must not present for removal or transport, any of the following without prior written agreement:

1. Hazardous, illegal or prohibited substances.

2. Explosives, firearms, ammunition or similar items.

3. Perishable or refrigerated goods.

4. Live animals or plants.

5. Valuable items such as jewellery, cash, important documents or collections, unless specifically declared and agreed.

If any such items are transported without the Company's knowledge or consent, the Company will have no liability for loss or damage and the Customer will be responsible for any resulting claims, fines or costs.

Waste and Rubbish Regulations

The Company operates in accordance with applicable UK waste and environmental regulations. The Company is primarily a removal and transport provider and is not a waste disposal contractor unless specifically agreed.

The Customer must not request or expect the Company to remove general household waste, building rubble, hazardous waste, or items classed as controlled waste, unless this has been explicitly agreed and is compliant with relevant regulations. Where the Company agrees to remove unwanted items, these will be disposed of lawfully at appropriate facilities and additional charges may apply.

The Customer is responsible for declaring any items that may fall under waste regulations and for ensuring that no prohibited or hazardous waste is included in the Goods. The Company reserves the right to refuse to load or transport any items it believes would breach waste or environmental laws or pose a risk to health and safety.

Liability for Loss or Damage

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage to Goods or property is subject to the limitations set out in these Terms and Conditions.

The Company will not be liable for:

1. Loss or damage arising from the Customer's failure to pack items properly where packing services are not provided.

2. Loss or damage to fragile items or items of high value, unless specifically declared and agreed in writing in advance.

3. Loss or damage caused by defects in the Goods, inadequate construction, or inherent vice.

4. Loss or damage where the Goods have been loaded or unloaded by the Customer or third parties, against the advice of the Company.

5. Minor cosmetic damage such as scratches or scuffs that may reasonably occur during normal handling.

The Customer must inspect the Goods and any relevant property as soon as reasonably possible after completion of the Services. Any loss or damage believed to have been caused by the Company must be reported to the Company in writing within a reasonable time, providing sufficient detail and evidence. Failure to do so may affect the Customer's ability to claim.

To the fullest extent permitted by law, the Company's total liability for any loss, damage or claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed a reasonable limit based on the value of the Goods being moved and the charges paid for the specific job. The Company will not be liable for any indirect or consequential losses, including loss of profit, income, or enjoyment.

Insurance

The Company maintains appropriate insurance cover as required for its operations. This may include public liability insurance and cover relevant to the transport of Goods. Insurance does not replace the need for the Customer to have adequate contents or business insurance of their own, particularly for high value items.

Where the Customer requires additional cover or specific insurance arrangements, this must be agreed in writing before the booking is confirmed and may incur additional charges.

Delays and Events Beyond Our Control

The Company will make reasonable efforts to arrive and complete the Services at the agreed times. However, time is not of the essence and the Company cannot guarantee exact arrival or completion times, especially where affected by traffic, weather, accidents, breakdowns or other circumstances outside its control.

If the Company is delayed or prevented from performing the Services due to events beyond its reasonable control, it will not be liable for resulting loss or inconvenience. The Company will, where possible, arrange a revised time or alternative plan with the Customer.

Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can try to resolve the matter. The Customer should provide full details of the complaint, including dates, addresses, descriptions of the Goods and any supporting evidence.

The Company will review the complaint and respond within a reasonable time. Both parties agree to act in good faith to resolve any disputes arising out of or in connection with these Terms and Conditions or the Services provided.

Data Protection and Privacy

The Company will collect and use personal data provided by the Customer, such as names, addresses and contact details, for the purposes of administering bookings, providing Services, and handling payments and enquiries. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to perform the Services, comply with the law, or with the Customer's consent.

Variation of Terms

The Company may update or vary these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will normally apply to that booking. Any material changes that affect ongoing or future Services booked in advance will be communicated where reasonably possible.

Severability

If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.

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, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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.

By confirming a booking with Man and a Van Richmond upon Thames, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.