Terms and Conditions
Man with Van Dulwich Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Dulwich provides removal, transport and related services to private and business customers. By making a booking, paying a deposit, or allowing our operatives to begin work, you agree to be bound by these Terms and Conditions.
These Terms and Conditions apply to all services supplied by Man with Van Dulwich unless otherwise agreed in writing and signed by an authorised representative.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Man with Van Dulwich, the provider of the removal, transport and related services.
Customer means the person, firm or organisation booking or paying for the services, or on whose behalf the services are arranged.
Services means any removal, transport, collection, delivery, loading, unloading, packing, unpacking, storage, waste removal or associated services provided by the Company.
Premises means any property, building, room, access way, drive, car park or land at or from which the Services are carried out.
Goods means any furniture, personal effects, equipment, stock or other items handled, transported or stored by the Company in connection with the Services.
Contract means the agreement between the Company and the Customer incorporating these Terms and Conditions and any written quotation or confirmation of booking.
Scope of Services
The Company provides man and van services, household and office removals, small moves, furniture transport, deliveries, collections and related services within its operating area. Availability of vehicles, equipment and staff is subject to prior bookings and scheduling.
The specific scope of each job, including the collection and delivery addresses, number of operatives, vehicle size, estimated duration, and any additional services such as packing or assembly, will be confirmed at the time of booking as far as reasonably possible based on the information supplied by the Customer.
Booking Process
Bookings can be made by the Customer through direct contact with the Company. A booking is only accepted when the Company confirms the details and, where required, receives any deposit or prepayment specified.
The Customer must provide accurate and complete information at the time of booking, including the addresses, property access details, parking restrictions, floor levels, presence of lifts, approximate volume or nature of the Goods, special handling requirements and any items of exceptional size, weight or value.
The Company reserves the right to refuse a booking where the requested work is unsafe, unlawful or beyond the capability of the available staff, vehicles or equipment.
If on arrival the actual work required differs materially from the information provided at the time of booking, the Company may adjust the price, change the method or timing of the work, or decline to carry out some or all of the Services. In such circumstances, waiting time or a cancellation charge may apply.
Quotations and Pricing
Quotations are based on the information supplied by the Customer and on normal access conditions. Unless otherwise stated in writing, quotations are not fixed price and may be subject to adjustment if the work differs from what was originally described.
Prices may be based on hourly rates, fixed fees, mileage, or a combination of these. Minimum charges may apply. Waiting time, delays caused by the Customer, additional stops or services requested on the day, or poor access may result in additional charges.
Any parking charges, tolls, congestion or emission zone charges incurred while performing the Services will be payable by the Customer as an additional cost.
Payments and Deposits
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the move. The Company may require a deposit or full prepayment to secure a booking, particularly for longer jobs, peak times or larger moves.
The Company accepts payment by the methods communicated to the Customer at the time of booking or prior to commencement of the Services. The Customer is responsible for ensuring that cleared funds are available when required.
If the Customer fails to pay any amount due under the Contract, the Company may suspend services, withhold delivery of Goods, or retain Goods until payment is received in full. The Company may also charge reasonable costs incurred in recovering overdue amounts.
Cancellations and Amendments
The Customer may cancel or amend a booking by giving the Company clear notice. Any cancellation or amendment will only be effective when acknowledged by the Company.
The Company may apply cancellation charges depending on the notice provided. As a guideline, cancellations made very close to the scheduled start time may incur a higher charge, which may include a call out fee or a charge based on the minimum booking period.
If the Customer is not present at the agreed start time, or is unable to provide access or keys, the Company may treat this as a late cancellation and charge accordingly. Waiting time charges may apply if our team is required to wait for access or instructions.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, road closures, or safety concerns. In such cases the Company will seek to offer an alternative time or date, but will not be liable for any consequential loss.
Customer Responsibilities
The Customer is responsible for ensuring that adequate and lawful parking is available for the Company’s vehicles at both collection and delivery locations, and for obtaining any necessary permits or permissions. Any parking fines or penalties caused by misinformation or failure to arrange appropriate parking may be charged to the Customer.
The Customer must ensure that the Premises are safe, that access routes are clear, and that floors, stairways and entrances are suitable for moving Goods. The Customer must notify the Company of any fragile structures, weak flooring, low ceilings, narrow staircases or other risks that could affect safety or cause damage.
The Customer is responsible for packing the Goods safely and adequately unless a packing service has been booked with the Company. Boxes should be secure and not overloaded, and fragile items should be properly protected. The Company accepts no liability for damage caused by poor or inadequate packing carried out by the Customer or any third party.
The Customer must remove or secure any valuable items such as jewellery, personal documents, cash, and portable electronic devices. The Company will not be liable for loss of or damage to such items unless they have been specifically declared and accepted in writing for carriage.
Company Responsibilities
The Company will carry out the Services with reasonable care and skill, using appropriately trained staff and suitable vehicles for the nature of the work, as far as reasonably practicable.
The Company will take reasonable steps to protect Goods and Premises while loading, transporting and unloading, subject always to the limitations and exclusions set out in these Terms and Conditions.
The Company may, at its discretion, refuse to move any item that is unsafe, excessively heavy, inadequately packed, or likely to cause damage to property, vehicles, staff or other Goods.
Limitations of Service
Unless expressly agreed in writing, the Services do not include disconnection or reconnection of appliances, removal of doors or windows, dismantling or reassembly of furniture, or the transport of animals, plants, perishable goods, hazardous materials or any items prohibited by law.
The Company does not provide structural alterations to Premises, lifting through windows using cranes or hoists, or any works that require specialist contractors or permits, unless such arrangements are made separately and confirmed in writing.
Liability for Loss or Damage
The Company’s liability for loss of or damage to Goods or Premises is limited as set out in this section. The Customer is strongly advised to arrange suitable insurance cover for Goods in transit and during handling, especially for items of high value.
The Company will only be liable for loss or damage that is caused by its own negligence or that of its employees while performing the Services, and only to the extent that such loss or damage was reasonably foreseeable.
The Company will not be liable for any of the following.
Loss or damage arising from incorrect or inadequate packing by the Customer or any third party.
Loss or damage caused by wear and tear, inherent defect, ageing, atmospheric or climatic conditions.
Loss of or damage to fragile items or items in drawers, cupboards or containers not removed before moving, unless packed and handled by the Company.
Loss of or damage to cash, jewellery, watches, documents, stamps, antiques, artwork or any item of exceptional value, unless specifically declared and accepted in writing.
Loss of use, loss of profits, business interruption or any indirect or consequential loss.
In any event, the Company’s total liability for any claim or series of claims arising out of the same event will be limited to a reasonable cost of repair or replacement of the damaged Goods, taking into account their age and condition, and shall not exceed a reasonable cap as determined by the Company’s prevailing insurance or contractual limits.
The Customer must inspect Goods and Premises as soon as reasonably possible after completion of the Services and notify the Company of any visible loss or damage in writing within a reasonable period. Failure to do so may affect the ability to investigate and, where appropriate, compensate for the loss or damage.
Insurance
The Company maintains insurance cover appropriate to its business activities as required by applicable law. This may include motor insurance, public liability insurance and, where applicable, cover for Goods in transit. Details of cover and limits are available on request.
The Customer acknowledges that the Company’s insurance may not provide full replacement value for Goods in all circumstances. The Customer is responsible for arranging any additional insurance cover they consider necessary for their own protection.
Delays and Events Beyond Control
The Company will use reasonable efforts to adhere to agreed dates and times, but timing is not of the essence of the Contract. Arrival and completion times are estimates and may be affected by traffic, weather, road conditions, access issues and other factors beyond the Company’s reasonable control.
The Company shall not be liable for any delay, failure or interruption in performing the Services caused by events beyond its reasonable control, including but not limited to accidents, breakdowns, severe weather, public disturbances, strikes, road closures, or actions of third parties.
Waste and Disposal Regulations
The Company operates in accordance with relevant waste and environmental regulations. The Company will only remove and transport waste where it is lawful to do so and where the Customer has accurately described the nature of the items to be removed.
The Company will not collect or transport hazardous, toxic, clinical or regulated waste, including chemicals, asbestos, gas cylinders, solvents, paint in liquid form, or any materials classified as dangerous under applicable regulations, unless expressly agreed and arranged with a suitably licensed contractor.
The Customer is responsible for segregating waste from items to be retained, and for ensuring that any waste presented for removal is safe to handle and transport. The Company may refuse to remove items that are unsafe, inadequately described, contaminated, or in breach of applicable laws.
Any disposal fees, recycling charges or waste transfer costs incurred by the Company in performing the Services will be recharged to the Customer where appropriate.
Access, Parking and Permits
The Customer must ensure that suitable access routes are available for the Company’s vehicles and that any necessary parking bays, loading areas or permits are arranged in advance of the scheduled service time.
The Company is not responsible for obtaining or paying for parking permits or authorisations unless this has been specifically agreed. If the Company is required to park at a distance from the Premises due to access issues or parking restrictions, additional charges for extra time and handling may apply.
If the Company receives parking penalties while following the Customer’s or a representative’s instructions, or because no lawful parking was arranged, the Customer may be required to reimburse those costs.
Complaints and Disputes
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 be investigated and, where appropriate, remedied.
The Company will handle complaints in a fair and reasonable manner and may request supporting information, photographs or access to inspect any alleged damage. The Customer agrees to cooperate with any investigation of the complaint.
Nothing in this section affects the Customer’s statutory rights under applicable consumer protection legislation.
Data Protection and Privacy
The Company collects and processes personal information necessary to manage bookings, perform the Services, handle payments and comply with legal obligations. This may include the Customer’s name, contact details, addresses and job-related information.
The Company will take reasonable steps to protect personal information and will not sell or disclose it to third parties except where required to perform the Services, process payments, comply with the law or enforce these Terms and Conditions.
Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter or formation, 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 the Services provided by the Company.
General Provisions
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 modified to the minimum extent necessary or, if that is not possible, deleted, and the remaining provisions shall continue in full force and effect.
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 Contract is between the Company and the Customer only. No other person shall have any rights to enforce any of its terms.
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract. Customers are advised to review the current Terms and Conditions before confirming a booking.
