Man And Van Walthamstow Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Walthamstow provides moving, collection, delivery, and related transport services to customers in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms apply to all domestic and commercial jobs unless a separate written agreement states otherwise. They are intended to be clear, fair, and legally compliant, while reflecting the practical nature of a man and van service.

For the purpose of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the individual or business placing the booking. These terms apply to all quotes, bookings, collections, deliveries, removals, and disposal-related work arranged through Man and Van Walthamstow. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

We reserve the right to amend these terms from time to time. The version in force at the time of booking will apply to that specific service, unless a later written change is agreed by both parties. Customers are encouraged to review the terms carefully before confirming a booking, especially where items are fragile, heavy, valuable, hazardous, or otherwise outside standard transport conditions.

1. Booking Process

A booking is only confirmed once we have accepted the job details and the customer has received confirmation, whether by email, text message, or another written form. A quotation alone does not guarantee availability. The customer must provide accurate information about the items, access conditions, loading and unloading locations, parking restrictions, dates, times, and any special handling requirements. Man and Van Walthamstow relies on the information provided at the time of booking to allocate the correct vehicle, staff, and time.

Where the actual job differs from the description given at booking, we may revise the price, adjust the vehicle size, alter the number of staff, or, where necessary, decline to proceed if the service cannot safely or reasonably be performed. If the customer has omitted important details, such as stairs, long carries, restricted access, or unusually heavy items, we are not responsible for delays or additional costs caused by those omissions. Any estimated arrival time is an estimate only and may vary due to traffic, weather, or earlier job overruns.

We may request photographs, measurements, or further information before confirming the move or collection. The customer must ensure that they have authority to book the service and, where relevant, permission to remove, transport, or dispose of the goods concerned. If a third party makes the booking on behalf of another person or business, that party confirms that they have authority to accept these terms on the customer’s behalf.

2. Payments and Charges

All fees will be set out in the quotation or booking confirmation, unless additional charges arise in accordance with these terms. Prices may be based on hourly rates, fixed fees, mileage, labour, loading conditions, parking restrictions, waiting time, congestion or access challenges, or disposal costs. We may charge extra where the job takes longer than planned because of unforeseen circumstances caused by the customer, their premises, or inaccuracies in the booking information.

Unless otherwise agreed in writing, payment is due on completion of the service and before unloading, delivery handover, or disposal finalisation where applicable. We accept payment methods notified at booking time. If a deposit is requested, the booking may not be secured until the deposit has been received. Deposits are ordinarily non-refundable except where we cancel the service without cause or where a refund is required by law.

If an invoice is issued, the customer must pay within the stated payment period. Late payments may result in interest and reasonable recovery costs in line with applicable UK law. The customer remains responsible for all agreed charges even if a third party was expected to pay but fails to do so. We reserve the right to pause or refuse future work where previous invoices remain unpaid.

Any parking, toll, congestion, waste transfer, disposal, or access-related charges incurred during the service may be added to the final invoice if not included in the original quotation. Where the customer asks us to purchase packing materials, protective coverings, or other supplies, those costs will be chargeable in addition to the labour fee. A man and van service is a practical transport service, not an unlimited-risk service, and pricing reflects the conditions disclosed at the time of booking.

4. Customer Responsibilities

The customer must ensure that goods are properly packed, suitably protected, and ready for loading unless packing has been expressly included in the service. Any fragile, valuable, sentimental, or irreplaceable items should be highlighted in advance. The customer is responsible for securing adequate insurance where they consider it necessary, especially for high-value items. We may refuse to move items that are unsafe to carry, badly packed, leaking, contaminated, or likely to cause damage to other goods or property.

The customer must provide safe access to the property and ensure that the vehicle can reasonably park or stop close to the loading and unloading points, taking account of local restrictions, private land, and applicable parking rules. If we are prevented from working because access is blocked, keys are unavailable, instructions are unclear, or the site is unsafe, waiting time and additional labour may be chargeable. The customer must also ensure that someone authorised is present, or arrangements are made for remote handover where agreed.

It is the customer’s responsibility to tell us about any item that is unusually heavy, awkward, hazardous, or subject to special handling. We may decline to move items such as explosives, illegal substances, live animals, or any goods prohibited by law. If we believe an item poses a risk to health, safety, or the vehicle, we may stop the work immediately. The customer agrees not to request any action that would breach road traffic, environmental, waste, or transport regulations.

5. Liability and Damage

We will use reasonable care and skill in performing the service. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for wear and tear, pre-existing damage, hidden defects, or damage arising from inadequate packaging, improper securing of items by the customer, or inaccurate information supplied before the job.

We are not liable for loss of profit, business interruption, missed appointments, emotional distress, or any indirect or consequential loss. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If damage occurs, the customer must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the item and circumstances.

Claims must be made within a reasonable time after completion of the job. Where appropriate, we may inspect the item or arrange for an independent assessment before accepting responsibility or making any payment. If we are found liable, our remedy may be limited to repair, replacement, or a refund of the affected portion of the service cost, depending on what is reasonable in the circumstances. Customers should not dispose of damaged items before any inspection has taken place unless we agree otherwise.

6. Waste Regulations and Disposal Services

Where the service involves waste removal, rubbish clearance, or disposal of unwanted items, the customer confirms that they have the right to dispose of the goods and that the waste is accurately described. We operate in accordance with applicable UK waste management rules and will only transport or dispose of materials that can be handled lawfully and safely. The customer must not present hazardous, clinical, chemical, asbestos-related, pressurised, or controlled waste unless this has been expressly agreed in advance and handled under the correct legal arrangements.

The customer remains responsible for ensuring that the waste placed for collection is lawful to remove and does not contain prohibited items. We may refuse any waste that is contaminated, mixed with illegal materials, or requires specialist treatment. Where required, the customer must provide sufficient information for us to classify, transport, and dispose of the waste correctly. If any item is found to be misdescribed, additional fees, delays, or refusal of service may follow.

We may use licensed disposal facilities and, where applicable, maintain records required by law. If a waste transfer note, booking record, or other documentation is needed for a particular job, the customer agrees to provide any information reasonably required for compliance. The customer must not ask us to fly-tip, dump, or otherwise dispose of waste unlawfully. Any request to breach environmental regulations will result in immediate refusal and may be reported to the relevant authorities where required.

8. Insurance, Title, and Risk

Risk in the goods usually passes to the customer once the items are loaded, except where loss or damage is caused by our proven negligence. Title to goods remains with the customer or the lawful owner at all times. We do not take ownership of items unless this is expressly agreed in writing as part of a separate purchase or disposal arrangement.

Customers are encouraged to maintain their own insurance for contents, goods in transit, and any items of special value. Our own insurance, where held, does not replace the customer’s duty to insure their property appropriately. We do not guarantee that every item can be transported without risk, particularly where goods are old, fragile, poorly assembled, or already damaged. Any instructions to load items in a particular manner should be reasonable and consistent with safety requirements.

If the customer asks us to dismantle, reassemble, disconnect, reconnect, or pack items, these tasks will be carried out only if agreed and only where they can be done safely. We are not responsible for hidden faults, fitting issues, or damage caused by items that are already unstable or incorrectly installed. Any electrical, gas, or plumbing work is outside the scope of a standard transport service unless arranged with the relevant qualifications and permissions in place.

9. Complaints and Dispute Handling

If the customer has a complaint, they should raise it promptly so that we have a fair opportunity to investigate. We may ask for photographs, invoices, item descriptions, and a written explanation of the issue. We will review complaints in good faith and aim to resolve them reasonably and proportionately. Nothing in this section prevents the customer from exercising statutory rights where applicable.

Both parties agree to act reasonably and to try to resolve disputes without unnecessary escalation. If a matter cannot be resolved informally, the parties may consider alternative dispute resolution before starting court proceedings. This section does not remove either party’s right to bring a claim in the appropriate court under the laws of England and Wales.

We may keep records relating to bookings, communications, and payments for legal, administrative, and accounting purposes. Any personal data will be handled in accordance with applicable data protection law and our privacy arrangements, where relevant. Personal information will only be used for legitimate business purposes connected with the provision of the service, unless required otherwise by law.