Terms and Conditions for Man with Van Richmond upon Thames

These Terms and Conditions set out the basis on which Man with Van Richmond upon Thames provides transport and removal services within the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions the following expressions shall have the meanings set out below:

Client means the individual, business, or organisation requesting and paying for the services.

Company means Man with Van Richmond upon Thames, the provider of the services.

Services means any transport, removal, man and van, packing, loading, unloading, or related services provided by the Company.

Vehicle means any van or other transport unit supplied by the Company to perform the services.

Goods means the items, possessions, or materials to be moved, transported, or handled by the Company.

Quote means the price estimate provided by the Company based on the information supplied by the Client.

2. Scope of Services

The Company provides man and van and removal services, including loading, transport, and unloading of Goods. Services are typically offered within Richmond upon Thames and surrounding areas, and to other locations within the United Kingdom, as agreed at the time of booking.

Any additional services such as packing, disassembly or reassembly of furniture, or provision of packing materials will only be provided if expressly agreed and may incur additional charges.

3. Booking Process

All bookings must be made directly with the Company using an accepted communication method as specified by the Company. The Client must provide accurate and complete information, including:

Full collection and delivery addresses, including any access restrictions.

Dates and times for collection and delivery.

Details of the Goods, including approximate volume, special handling requirements, and whether any items are fragile, heavy, or unusually large.

Details of parking availability, stairs, lifts, or limited access issues.

Based on the information provided, the Company will offer a Quote. The Quote will set out whether the price is based on an hourly rate, a fixed fee, or a combination. A booking is only confirmed when the Client has accepted the Quote and, where requested, paid any applicable deposit.

The Company reserves the right to refuse or cancel any booking where the information provided is incomplete, inaccurate, or where the Company reasonably believes that the services cannot be carried out safely, legally, or within the agreed schedule.

4. Quotes and Pricing

Quotes are given in good faith based on the information supplied by the Client. If the actual work differs from what was described, the Company may adjust the price accordingly. Examples include:

Significantly greater volume or weight of Goods than stated.

Additional flights of stairs or difficult access not previously disclosed.

Delays caused by the Client, building management, or third parties.

Parking restrictions that require extra time or alternative arrangements.

Where the price is based on an hourly rate, the minimum charge and billing increments will be specified at the time of booking. Time is normally charged from the agreed arrival time or from arrival at the collection address, whichever is later, until completion of the job and departure from the final delivery address.

All prices are quoted in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments and Deposits

The Company may require a deposit to secure a booking. The amount of the deposit and the time by which it must be paid will be communicated to the Client during the booking process.

Unless otherwise agreed, the balance of the payment is due on completion of the services on the same day. The Company accepts payment using methods that will be communicated at the time of booking. The Client must ensure that full payment is made promptly. The Company reserves the right to refuse to unload Goods or to withhold delivery until payment is received in full, where lawful to do so.

Interest may be charged on overdue amounts at the statutory rate permitted under UK law, accruing daily from the due date until the date of payment in full. The Client shall also be liable for any reasonable costs incurred by the Company in recovering unpaid sums, including legal and collection costs.

6. Cancellations and Changes

The Client has the right to cancel or amend a booking, subject to the following conditions.

For cancellations made more than 48 hours before the scheduled start time, any deposit paid may be refundable at the Company’s discretion, minus any reasonable administrative costs.

For cancellations made within 48 hours of the scheduled start time, the Company reserves the right to retain part or all of any deposit or to charge a cancellation fee, reflecting the time reserved and any costs incurred.

For cancellations made on the day of the booked service, or where the Client is not present or not ready when the team arrives, the Company may charge up to 100 percent of the quoted price.

Requests to change the date, time, or scope of the booking are subject to availability. The Company will make reasonable efforts to accommodate changes, but cannot guarantee that new dates or times will be available. Changes that materially affect the scope of work may result in a revised Quote.

The Company reserves the right to cancel or reschedule a booking due to events beyond its control, including but not limited to vehicle breakdown, severe weather, accidents, illness, or other unforeseen circumstances. In such cases, the Company will offer an alternative date or a refund of any deposit paid, but will not be liable for any consequential losses.

7. Client Responsibilities

The Client is responsible for:

Ensuring that adequate parking is available at collection and delivery addresses. Any parking charges or fines incurred due to a lack of proper arrangements may be added to the final invoice.

Ensuring that Goods are properly packed, protected, and ready for transport unless packing services have been explicitly booked.

Providing clear instructions regarding fragile or high-value items.

Ensuring that access is safe and unobstructed, including common areas, lifts, and stairwells.

Obtaining any permissions required from building management, neighbours, or local authorities.

The Client or an authorised representative must be present at both collection and delivery locations to guide the movers and to check that all Goods have been loaded and unloaded. The Company shall not be responsible for items left behind or misplaced if no such representative is available.

8. Excluded and Prohibited Items

The Company does not transport the following items, and the Client agrees not to include them in any consignment:

Illegal or stolen goods.

Explosives, flammable substances, or hazardous materials.

Perishable food items or live animals.

Cash, jewellery, important documents, or other items of exceptionally high value, unless expressly agreed in writing.

If prohibited items are discovered, the Company may refuse to transport them and may, where necessary, notify the relevant authorities.

9. Liability and Limitations

The Company will use reasonable care and skill in providing the services. However, liability is subject to the limitations set out in this section.

The Company’s liability for loss of or damage to Goods is limited to a reasonable replacement or repair cost, subject to a monetary cap per job, unless a higher level of cover is agreed in writing before the service date. The applicable cap will be communicated to the Client during booking or upon request.

The Company shall not be liable for:

Pre-existing damage, wear and tear, or inherent defects in Goods.

Damage to items that were not adequately packed by the Client.

Damage arising from the dismantling or reassembly of furniture where fixings are worn, missing, or have structural weaknesses.

Indirect or consequential loss, including loss of profits, loss of business, or loss of opportunity.

Delays caused by traffic, road closures, weather, or other circumstances beyond the Company’s reasonable control.

Any loss or damage arising where the Client has failed to disclose relevant information about the nature of the Goods or access conditions.

The Client must inspect Goods on delivery and notify the Company in writing of any visible loss or damage as soon as reasonably possible and in any event within seven days of the service date. Failure to provide timely notice may affect the Company’s ability to investigate and, where appropriate, process any claim.

10. Access and Property Damage

The Client is responsible for ensuring that access to the collection and delivery locations is suitable for the Vehicle and team. The Company is not liable for damage caused to driveways, lawns, or other surfaces where the Client has requested that the Vehicle or Goods be placed in an area that is not suitable for such use.

The Company will take reasonable care to avoid damaging property during the move, but shall not be liable for damage to walls, ceilings, floors, doors, or fixtures where such damage arises from moving large or heavy items through tight or difficult spaces, provided that the Client has been informed of the risk and has asked the Company to proceed.

11. Waste and Disposal Regulations

The Company provides transport and removal services and is not a licensed waste carrier unless expressly stated. The Company will not remove or dispose of household, commercial, or construction waste unless it has confirmed that it is doing so under the appropriate authorisations.

Where the Company agrees to remove items for disposal, the Client confirms that they have the right to dispose of such items and that they do not include restricted or hazardous waste. The Company may refuse to take any items that are not safe, legal, or appropriate to carry.

The Client remains responsible for complying with UK waste regulations and for ensuring that any items that constitute waste are disposed of lawfully. If the Company incurs penalties, costs, or claims because the Client has breached waste regulations or misdescribed items, the Client shall indemnify the Company for all such losses reasonably incurred.

12. Insurance

The Company maintains insurance cover appropriate to its operations, including public liability cover, and may hold goods-in-transit insurance as required. Details of core insurance cover and any applicable limits are available on request.

The Client is responsible for arranging any additional insurance they may require over and above the Company’s standard cover, particularly for high-value or delicate items.

13. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the services, they should raise the matter with the Company as soon as possible so that issues can be addressed quickly. Complaints about damage or loss should include photographs, descriptions, and any other relevant evidence.

The Company will investigate complaints in good faith and aim to provide a response within a reasonable period. Both parties agree to attempt to resolve disputes amicably before considering legal action.

14. Data Protection and Privacy

The Company will collect and process personal data only to the extent necessary to provide the services, manage bookings, process payments, and comply with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws.

The Company may retain records of bookings, invoices, and communications for a reasonable period to meet legal, tax, and operational requirements. The Client has rights regarding access to and correction of their personal data as set out in data protection legislation.

15. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure is due to events or circumstances beyond its reasonable control. These may include but are not limited to extreme weather, natural disasters, war, terrorism, strikes, civil unrest, government restrictions, pandemics, fuel shortages, or major traffic disruption.

In such cases, the Company will use reasonable endeavours to perform or reschedule the services as soon as practicable, but shall not be liable for any consequential loss suffered by the Client.

16. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular service. A copy of the current Terms and Conditions is available on request.

17. Severability

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

18. 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.

19. Entire Agreement

These Terms and Conditions, together with any written Quote or confirmation provided by the Company, constitute the entire agreement between the Client and the Company in relation to the services. They supersede any prior understandings, representations, or agreements, whether oral or written.

By confirming a booking with Man with Van Richmond upon Thames, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.