Terms and Conditions for Man With Van Old Malden
These Terms and Conditions set out the basis on which Man With Van Old Malden provides removal, transport, loading, unloading, and related moving services to customers in the United Kingdom. By making a booking, the customer agrees to these terms and confirms that they have read and understood them. These terms are intended to be fair and clear, and they apply whether the service is a small single-item move, a domestic relocation, a business move, or a one-off transport job. In these terms, references to we, us, and our mean the service provider, and references to you and your mean the customer.
We aim to provide a reliable and professional man and van service, but all services are subject to availability, job details, access conditions, and any special requirements discussed at the time of booking. If any information provided by the customer changes before the service date, the customer must tell us as soon as possible so that the booking can be reviewed and adjusted where necessary. Any failure to give accurate information may affect pricing, timing, equipment requirements, or whether the service can be completed safely.
These terms apply in conjunction with any written quotation, booking confirmation, or agreed service summary. If there is a conflict between these terms and a specific written agreement that we have accepted, the written agreement will take priority to the extent of that conflict. Nothing in these terms affects your statutory rights under UK consumer law.
Booking Process
The booking process begins when you request a quote or ask us to arrange a service. At this stage, we may ask for details such as the collection and delivery points, the type and quantity of items, preferred dates and times, access conditions, parking arrangements, and any items requiring special handling. We may also ask whether there are stairs, lifts, narrow hallways, long carries, or fragile goods. Accurate information allows us to provide a fair estimate for the Old Malden van hire service with driver and helps prevent delays on the day.
A booking is not confirmed until we have accepted the job and, where required, received a deposit or prepayment. Any estimate or quotation we provide is based on the information available at the time and may be revised if the job details change. We reserve the right to decline a booking if the work falls outside our service scope, cannot be completed safely, or would require resources not agreed in advance. The customer is responsible for checking the booking confirmation carefully and notifying us promptly of any errors.
Where an arrival time or time window is arranged, we will make reasonable efforts to attend on time, but timings may be affected by traffic, weather, prior job overruns, or circumstances beyond our control. We do not guarantee an exact arrival time unless expressly stated in writing. The customer should ensure that someone authorised to act on their behalf is present at both collection and delivery, unless alternative arrangements have been agreed. If access is restricted on arrival, we may treat the booking as delayed or failed, depending on the circumstances.
Payments and Charges
All charges will be set out in the quotation, booking confirmation, or agreed rate card. Prices may be based on time, distance, vehicle size, manpower, or a combination of these factors. Additional charges may apply where the actual service differs from the original booking due to waiting time, extra items, unlisted stairs, difficult access, additional stops, parking penalties, congestion charges, specialist handling, or other changes requested by the customer. Any price change will be explained where reasonably possible before extra work is carried out.
Unless otherwise agreed, payment is due on completion of the service and must be made by the method we accept at the time. We may require a deposit to secure the booking, particularly for larger jobs, weekend work, or short-notice services. Deposits are generally non-refundable except where we cancel the booking or agree otherwise in writing. If payment is not received when due, we may charge reasonable recovery costs and reserve the right to suspend future services until overdue balances are cleared.
Customers must ensure they have the authority to make payment and that any cards, bank transfers, or other methods used are valid and authorised. If an invoice is issued, it must be paid by the due date stated on the invoice. For business customers, any late payment may also attract statutory interest and recovery charges where permitted by law. All sums are payable in pounds sterling unless otherwise agreed in writing.
Cancellations, Amendments, and Delays
You may cancel or amend a booking by giving us notice as soon as possible. Cancellations made with sufficient notice may not incur a charge, but short-notice cancellations may result in a fee to cover time reserved, scheduling loss, and any costs already incurred. The exact cancellation terms may vary depending on the job type and whether a deposit has been paid. If a cancellation occurs after we have already attended or started the job, the full or partial booking fee may remain payable.
If you need to change the collection time, delivery time, addresses, item list, or access details, you must inform us immediately. We will try to accommodate reasonable amendments, but changes may affect the price or availability. We are not responsible for missed deadlines, lost opportunities, or storage charges caused by late changes made by the customer. If we need to reschedule due to vehicle breakdown, severe weather, staff illness, or other unavoidable events, we will act reasonably and try to rearrange the service promptly.
If the customer is not ready to proceed at the arranged time, or if the required items are not available for collection, we may charge waiting time or treat the booking as failed after a reasonable period. The same may apply if access is not available, keys are missing, parking cannot be used safely, or the customer cannot provide suitable instructions. We will not be liable for consequential losses caused by delays where those delays are outside our reasonable control or caused by the customer’s failure to prepare properly.
Service Standards and Customer Responsibilities
We will perform the service with reasonable care and skill and will use suitable equipment and staffing for the agreed job. The customer is responsible for ensuring that all items are properly packed, labelled, and ready for transport unless packing has been included in the service. Fragile items should be protected appropriately. Where the customer asks us to move items that are poorly packed, loosely assembled, or visibly unsuitable for transport, we may refuse or move them only at the customer’s risk.
The customer must tell us about any items that are valuable, fragile, hazardous, heavy, or unusually shaped. This includes, by way of example, antiques, glass furniture, artwork, pianos, IT equipment, and appliances containing water, fuel, or hidden fittings. We may ask for additional assistance, specialist handling, or disassembly in order to complete the job safely. The customer must also ensure that any required permissions, building access arrangements, or parking arrangements are in place for the move.
Where items are to be dismantled or reassembled, we will do so only if that has been agreed in advance and is reasonably safe to perform. We are not responsible for pre-existing faults, hidden defects, weak fixings, or damage resulting from age or wear. If we believe that moving an item may damage the item, the property, or our staff, we may decline to move it. In that event, we will discuss possible alternatives with the customer where practicable.
Liability and Insurance
We take care to protect items and property during loading, transport, and unloading, but some risk remains inherent in moving goods. Our liability is limited to direct loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care and skill. We do not accept liability for indirect or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or any loss not reasonably foreseeable at the time of booking.
We are not liable for damage caused by poor packing, inherent defects, overloading, pre-existing damage, customer instructions, unsuitable access, or the movement of items that are already unstable or weak. We are also not liable for damage resulting from items being placed into storage, lifted through restricted access, or transported in a way that the customer has specifically requested against our advice. The customer should retain evidence of the condition of any high-value or delicate items before the move.
If a claim is believed to arise, the customer must notify us within a reasonable time and provide sufficient details, photographs, and supporting information so that the matter can be investigated. Any defective or damaged item should be retained for inspection where possible. Our insurance, if applicable, does not replace the customer’s own cover for goods in transit, property contents, or business interruption. The customer remains responsible for obtaining any additional insurance they consider necessary.
Waste Regulations and Prohibited Goods
Where our van and driver service includes removal of waste, the customer must ensure that waste is described accurately and is lawful to collect, carry, and dispose of. We will only remove waste in compliance with UK waste legislation, including the requirement to handle waste responsibly and transfer it only to authorised facilities or licensed processors where required. We may ask the customer to identify the type of waste, source of the waste, and whether any items are reusable, recyclable, or require special handling.
The customer must not present hazardous, illegal, or contaminated materials for transport unless we have expressly agreed in writing and confirmed that we are legally permitted and properly equipped to handle them. Prohibited items may include asbestos, chemicals, pressurised containers, clinical waste, infectious materials, explosives, firearms, gas cylinders, and any item that poses a risk to health, safety, or the environment. If such items are discovered during a job, we may refuse to move them and may charge for any time already spent on site.
If we remove waste on your behalf, you acknowledge that the waste must be accurately described and that you may be asked to confirm its origin and nature. We may issue or retain any records required by law, including transfer notes where applicable. The customer must not ask us to dispose of waste unlawfully, fly-tip, or split loads in a way that would breach waste duty of care requirements. We reserve the right to end the service immediately if we suspect unlawful waste handling or misleading descriptions of materials.
Governing Law and General Provisions
These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer lives in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the governing law of the contract remains as stated unless otherwise required by law. Any dispute should first be raised in writing so that both parties have a reasonable opportunity to resolve the matter informally.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. Our failure to enforce any right or provision under these terms will not be treated as a waiver of that right. No third party has the right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. References to laws or regulations include any amendments or replacement legislation in force from time to time.
These Terms and Conditions are intended to support a professional Man With Van Old Malden service delivered with clarity, fairness, and compliance. They are designed to protect both the customer and the provider by setting out expectations around booking, payment, cancellations, liability, and waste handling. By proceeding with a booking, the customer confirms that they accept these terms and understand that the service is provided on the basis of the information supplied at the time of booking.