Man and a Van Stockwell Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Stockwell provides removal, collection, delivery and related services to private and business customers within its service area. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the person, firm or company who requests the services.

Services means any removal, man and van, collection, delivery, loading, unloading, packing, unpacking or related services supplied by us.

Vehicle means any van or other vehicle used by us to carry out the services.

Goods means the items, belongings, furniture, equipment, boxes, or any other property that you ask us to move, transport or handle.

We, us, our means the removal service trading as Man and a Van Stockwell.

2. Scope of Services

We provide man and van and removal services, including local moves, collections, deliveries, and light transport. The specific details of the services, including the collection address, delivery address, date, time, size of vehicle, and number of operatives, will be confirmed during the booking process.

We reserve the right to refuse to carry out services that in our reasonable opinion would be unsafe, unlawful, or beyond the agreed scope, including where access is unsuitable, goods are prohibited, or the job materially differs from the information provided at booking.

3. Booking Process

3.1 Booking request

You may request a booking by providing accurate and complete information about the nature of the move, the addresses involved, access conditions, approximate volume or list of items, and any special requirements. Quotations are based on the information you provide and on our standard service description.

3.2 Quotations

Any quotation we provide is an estimate only, unless expressly stated to be a fixed price. Quotations are usually based on an hourly rate, a set price, or a combination, taking into account travel time within our service area, vehicle size, number of staff and expected duration.

We reserve the right to revise the quotation if:

the information originally provided by you is incomplete or inaccurate

the job takes longer than reasonably expected due to circumstances beyond our control, including poor access, waiting time, or additional items not disclosed at the time of booking

there are delays caused by you or by any third parties under your control.

3.3 Confirmation

A booking is only confirmed when we have accepted your request and you have accepted the quotation or rate we have provided. Confirmation may be given verbally or in writing. By confirming, you agree that you are authorised to enter into this contract and that you accept these Terms and Conditions.

3.4 Changes to bookings

Any change to the date, time, addresses, access details, or scope of services must be notified to us as soon as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in a revised quotation or additional charges if they affect the time, distance, number of operatives, or vehicle requirements.

4. Pricing and Payments

4.1 Rates

Our charges are normally based on an hourly rate or a fixed-price quotation. Rates may vary depending on the day of the week, time of day, season, and the locations involved. Any minimum charge period will be confirmed at the time of booking.

4.2 Payment terms

Unless otherwise agreed in advance, payment is due on completion of the services on the day of the move. We may require a deposit or full prepayment to secure your booking, particularly for larger moves, long-distance work, or peak-time bookings.

We accept commonly used payment methods as confirmed at the time of booking. You agree to ensure that full payment is made promptly when due.

4.3 Additional charges

Additional charges may apply for:

waiting time caused by delays in gaining access or by your failure to be ready

extra labour or time required due to poor access, such as long carries, many flights of stairs, or restrictions on parking

storage, re-delivery or return journeys where we are unable to complete delivery due to reasons beyond our control

tolls, congestion charges, parking fees or penalties incurred while following your instructions, where these are not already included in the quotation.

4.4 Overdue payments

If payment is not made when due, we may charge reasonable interest and administration costs in line with applicable law. We may also suspend further services until outstanding sums are paid in full.

5. Cancellations and Amendments

5.1 Cancellation by you

If you wish to cancel a booking, you must notify us as soon as possible. The following cancellation terms will normally apply, unless otherwise agreed:

If you cancel more than 48 hours before the scheduled start time, any deposit may be refunded or applied to a future booking at our discretion.

If you cancel within 24 to 48 hours of the scheduled start time, we may retain part or all of any deposit to cover our costs and loss of business.

If you cancel less than 24 hours before the scheduled start time, you may be charged a cancellation fee up to the minimum charge for the booking or a reasonable proportion of the quoted price.

5.2 Postponement

Where you request a change of date or time, we will try to accommodate your request. If we are unable to do so and you decide to cancel, the cancellation terms above will apply.

5.3 Cancellation by us

We may cancel or postpone the services where:

you fail to provide accurate information or reasonable instructions

it is unsafe or unlawful to proceed

weather or other circumstances beyond our control make it impracticable to carry out the services

you fail to pay any required deposit or prepayment.

Where we cancel, we will refund any deposit or prepayment received for the affected booking, but we will not be liable for any indirect or consequential losses.

6. Customer Responsibilities

You are responsible for:

ensuring that you or your authorised representative is present at collection and delivery addresses to provide access, instructions and confirmation of completion

packing your goods safely and securely, unless you have booked a packing service

ensuring that all boxes and containers are suitably strong, closed and clearly labelled

disconnecting appliances and securing any loose parts, where applicable

ensuring that access to the property is clear and safe, including stairs, lifts and corridors

obtaining any necessary permissions, permits or authorisations for loading and unloading, such as parking suspensions or building access arrangements.

You must not ask us to carry any items that are prohibited under these Terms and Conditions or by law.

7. Items We Do Not Accept

We will not carry or handle:

illegal items of any kind

explosives, firearms, weapons, or ammunition

flammable or hazardous substances, including gas cylinders, fuels, chemicals and paints, unless expressly agreed and safely contained

cash, precious metals, jewellery, antiques of exceptional value, or items for which you cannot provide proof of ownership on request

livestock, pets, or perishable goods that require special storage conditions.

If we discover that any prohibited items have been included in your goods without our knowledge, we may remove, dispose of or leave such items behind and will not be liable for any loss, damage, delay or consequences arising.

8. Liability and Limitations

8.1 Our duty of care

We will exercise reasonable care and skill in providing the services and in handling your goods. However, our liability is subject to the limitations set out in this section.

8.2 Excluded liability

We are not liable for:

loss or damage arising from your failure to pack goods properly, unless we have provided a packing service for those specific items

loss or damage to fragile or high-value items not adequately protected or declared to us in advance

any pre-existing damage or deterioration to goods

loss or damage caused by wear and tear, atmospheric or climatic conditions, or inherent defects in the goods

indirect or consequential loss, such as loss of profits, loss of opportunity, or inconvenience, arising from delay, damage or loss of goods.

8.3 Limitation of liability

To the fullest extent permitted by law, our total liability for loss of or damage to goods, or for any other claim arising out of the services, shall not exceed a reasonable and proportionate amount having regard to the value of the goods and the price paid for the services. Specific liability limits may be notified to you at the time of booking.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot by law be excluded.

8.4 Time limits for claims

You must notify us in writing of any visible loss or damage to goods as soon as reasonably possible and, in any case, no later than 48 hours after completion of the services. For non-visible loss or damage, you must notify us within a reasonable time once discovered. Failure to notify us within these time limits may affect our ability to investigate and may limit or extinguish any liability we might otherwise have had.

9. Access, Parking and Delays

You must ensure that suitable parking is available for our vehicle at both collection and delivery locations. Any parking restrictions, permits, or special arrangements should be organised in advance by you, unless otherwise agreed.

If parking is not available, or if access is significantly restricted, we may incur additional time or costs, which may be charged to you. We are not liable for delays caused by traffic, road closures, adverse weather or other events beyond our reasonable control.

10. Waste and Recycling Regulations

10.1 General waste

We are primarily a removal and transport service, not a waste disposal contractor. We may agree to remove certain unwanted items where requested, but we will only do so in compliance with applicable waste regulations.

10.2 Prohibited waste

We will not collect or dispose of hazardous waste, including chemicals, oils, asbestos, medical waste, or other controlled materials, unless agreed in writing and in accordance with regulatory requirements.

10.3 Duty of care

Where we agree to remove items for disposal or recycling, we will take reasonable steps to ensure they are handled in accordance with relevant waste and recycling regulations. You confirm that any items you ask us to remove as waste belong to you and that you have the right to dispose of them.

11. Insurance

We maintain appropriate insurance cover in connection with the operation of our vehicles and our business. However, our insurance is subject to the usual terms, conditions and exclusions of such policies, and our liability to you remains limited as described in these Terms and Conditions.

You are strongly advised to arrange your own additional insurance cover for high-value items or for the full value of your goods where required.

12. Complaints

If you are dissatisfied with any aspect of our services, you should raise this with us as soon as possible, ideally on the day of the move so that we have an opportunity to address your concerns. If the issue is not resolved at the time, you should submit a written complaint with full details of the circumstances and any loss or damage claimed. We will review and respond within a reasonable time.

13. Data Protection

We will collect and use your personal information only for the purposes of providing our services, managing bookings, processing payments and maintaining our business records. We will handle personal data in compliance with applicable data protection laws and will not sell your data to third parties. We may share necessary information with our staff, contractors or service providers where required to deliver the services.

14. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided.

15. General Provisions

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remainder shall continue in full force and effect. Any failure or delay by us in enforcing any right or provision shall not be deemed a waiver of that right or provision.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. You are advised to review these Terms and Conditions each time you make a new booking with us.