These Terms and Conditions set out the basis on which Man With Van Richmond Upon Thames provides removal, delivery, collection, loading, unloading, and related transport services. By making a booking, confirming a quotation, or permitting work to begin, the customer agrees to be bound by these terms. They are intended to be fair, clear, and practical for both parties. Nothing in these terms affects your statutory rights as a consumer under UK law.

In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the person, business, or organisation requesting the service. The service may include a man and van service, light removals, item transport, furniture moving, courier-style delivery, and associated labour. Any additional services requested on the day are subject to availability and may incur extra charges.

A booking is only confirmed when we have agreed the date, time, service scope, access details, and estimated or fixed price, and we have accepted your instruction. If a quotation is provided before the service date, it is based on the information supplied by you. If the actual job differs from the information provided, we may revise the price, timing, vehicle size, staffing, or service method accordingly.

We reserve the right to decline or cancel a booking where the property, access route, items, or proposed work are unsafe, unlawful, or unsuitable for our vehicle or personnel. We may also refuse to carry out work if we believe the job would breach transport, safety, parking, waste, or licensing rules. The customer is responsible for ensuring that all information given at the time of booking is accurate and complete.

Booking process begins when you provide the service date, collection and delivery points, description of items, and any special requirements such as stairs, heavy items, dismantling, packing, or waiting time. We may ask for photographs, inventory details, or access information to produce an accurate estimate. Where a fixed quote is given, it is based on the agreed details only. Any deviation, including additional stops, extra labour, unlisted items, or difficult access, may be charged at our standard rate or another rate agreed at the time.

Once confirmed, the customer must ensure someone authorised is present at collection and delivery, unless we have agreed unattended service in writing. The customer must also ensure that goods are ready to move at the arranged time. Delays caused by the customer, including late access, incomplete packing, or inability to approve work, may result in waiting charges, rescheduling, or cancellation fees.

Our services are provided on the understanding that the customer will give honest and complete information about the items to be moved. This includes the approximate number of boxes, weight, dimensions, and any fragile, valuable, hazardous, or awkwardly shaped items. We are not responsible for delays or extra charges arising from inaccurate descriptions, undisclosed access restrictions, or hidden risks such as narrow stairways, parking restrictions, lift failures, or building rules.

Payments must be made in accordance with the quoted terms. Unless otherwise agreed, payment is due on the day of service and before unloading is completed, or immediately after completion. We may request a deposit to secure a booking, particularly for larger jobs, weekend work, or services requiring vehicle reservation or staff allocation. Deposits are normally non-refundable except where we cancel the booking or the law requires otherwise.

We accept payment methods stated at the time of booking. All prices are quoted in pounds sterling and may be subject to VAT where applicable. If payment is not received on time, we may withhold the service, retain goods lawfully only where permitted, or recover sums due through lawful means. The customer is responsible for any bank charges, failed payment costs, chargeback fees, or collection costs arising from non-payment where permitted by law.

Additional charges may apply for waiting time, congestion, parking penalties, tolls, low-emission or access charges, extra labour, stair carries, reassembly, packing materials, storage, repeated delivery attempts, or last-minute changes. Where charges are incurred because of customer instructions or circumstances outside our control, these will be added to the final invoice. We may revise a quotation if the scope changes or if the information provided was incomplete or inaccurate.

Cancellations and rescheduling must be requested as early as possible. If you cancel a booking within a reasonable notice period, we may refund any deposit after deducting genuine costs already incurred. If you cancel at short notice, especially after vehicle dispatch or staff allocation, a cancellation fee may apply. Where a fixed-time booking is missed due to your non-attendance or failure to provide access, the service may be treated as cancelled and charged accordingly.

If we need to cancel or reschedule due to vehicle failure, staff unavailability, severe weather, safety concerns, legal restrictions, or events beyond our reasonable control, we will aim to offer a new time or refund any prepaid amount for the affected part of the service. We are not liable for indirect losses caused by such cancellation or delay, provided we have acted reasonably and within these terms.

Liability is limited to the direct loss or damage caused by our negligence or breach of contract, subject to the exclusions and limits set out below and subject always to applicable law. We will take reasonable care when handling goods, but the customer remains responsible for properly packing items unless we have agreed to pack them. We are not responsible for damage caused by poor packing, pre-existing defects, hidden faults, inadequate protection, or the inherent fragility of the item.

We do not accept liability for loss or damage to items of extraordinary value unless their nature and value have been disclosed in advance and we have agreed in writing to carry them. This includes, without limitation, jewellery, cash, important documents, antiques, collectibles, artwork, precious metals, and similar items. The customer should arrange appropriate insurance for high-value goods. If our staff are asked to move such items without prior agreement, that is done entirely at the customer’s risk.

We are not liable for delays caused by traffic, road closures, adverse weather, police or authority action, parking restrictions, customer delay, or events outside our control. We also exclude liability for indirect or consequential losses such as loss of profits, missed appointments, missed sale completion, business interruption, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Customers must ensure that entrances, hallways, stairs, lifts, and loading areas are suitable and safe for the work to be carried out. Any item requiring dismantling or reassembly should be identified before the job starts. We may refuse to move items that are too heavy, unsafe, or likely to cause damage to property, vehicles, or persons. Where we agree to assist with lifting or carrying, we may use our judgment as to the safest route and method.

Waste regulations are an important part of our service conditions. We will only remove, transport, or dispose of waste where this has been agreed in advance and where the waste can be handled lawfully. The customer must not present prohibited items, hazardous materials, or controlled waste without prior disclosure. This includes chemicals, asbestos, medical waste, batteries, oils, gas cylinders, paint, and any items that require specialist licensing or treatment.

Where waste collection or disposal is provided, the customer confirms that the waste is owned by them or that they have authority to arrange its removal. The customer must accurately describe the waste type and quantity. If items are misdescribed or contain restricted materials, we may refuse collection, charge additional fees for segregation or return, or report the matter to the relevant authorities where required. We may use licensed third-party facilities or subcontracted carriers where lawful and appropriate.

If the service includes disposal or recycling, we will seek to act in accordance with applicable waste management and environmental requirements. However, the customer remains responsible for compliance with any duty of care relating to the waste they present. We do not accept responsibility for penalties arising from false declarations, unlawful disposal requests, or customer instructions that conflict with environmental law. Any waste left behind after a completed service remains the customer’s responsibility unless expressly included in the agreed work.

We may subcontract parts of the service, including driving, loading assistance, or specialist disposal, provided this does not reduce the standard of care owed under these terms. Any subcontractor acting on our behalf will be expected to follow reasonable instructions and comply with applicable legal obligations. The customer acknowledges that access arrangements, parking permissions, permits, and any building approvals are their responsibility unless we have expressly agreed otherwise.

These terms may be updated from time to time to reflect changes in our operations, legal requirements, or service structure. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Governing law and jurisdiction: these terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, these terms, or any related quotation or invoice shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are a consumer, you retain any rights and remedies available to you under applicable UK consumer legislation.

Nothing in these terms limits the right of either party to seek informal resolution before starting formal proceedings. Where a dispute concerns payment, damage, or service scope, both parties should act reasonably and provide supporting evidence where available. Records of quotations, messages, photographs, inventories, and invoices may be used to determine the facts of the matter.

Final provisions: these terms form the whole agreement between the customer and Man With Van Richmond Upon Thames for the service booked, unless modified in writing. No person other than the parties to the contract has any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions in relation to your requested service.