Terms and Conditions

Man With a Van Dulwich Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Dulwich provides transport, removal and related 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 confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

1.1 Company, we, us or our refers to Man With a Van Dulwich, the provider of removal and transport services.

1.2 Customer, you or your refers to the person, firm or organisation making the booking and responsible for payment.

1.3 Services means any man and van, removal, collection, delivery, packing, loading, unloading, or related services we provide.

1.4 Goods means the items and property that you ask us to move, transport, handle or store.

1.5 Booking means a confirmed request for Services, including the agreed date, time, addresses and charges.

1.6 Contract means the agreement between you and us for the provision of Services, governed by these Terms and Conditions.

2. Scope of Services

2.1 We provide man and van and removal services for household, office and light commercial moves, including local and regional transport. Our services may include loading, unloading and basic positioning of furniture and items, as agreed at the time of booking.

2.2 The exact scope of Services will be confirmed in your booking confirmation. It is your responsibility to ensure that the details set out in the booking confirmation are accurate and complete.

2.3 We reserve the right to refuse to carry any Goods which, in our reasonable opinion, are unsafe, illegal, excessively heavy, inadequately packed, or otherwise unsuitable for transport.

3. Booking Process

3.1 You may make an enquiry for Services by telephone, online form or other method offered by us from time to time. Any quote we provide at this stage is an estimate based on the information you provide.

3.2 A booking is only confirmed when we have accepted your request for Services and provided a booking confirmation, which may be sent electronically or verbally confirmed, and where applicable after receipt of any required deposit.

3.3 When making a booking, you must provide accurate and complete information, including:

(a) Collection and delivery addresses.

(b) Access details at each property, including floor levels, lifts, parking restrictions and distance to the vehicle.

(c) The nature, approximate volume and any special requirements for the Goods.

(d) Any items requiring special handling, disassembly or reassembly.

3.4 If on arrival the actual work required differs significantly from the information provided at the time of booking, we reserve the right to amend the price or decline to carry out part or all of the Services.

3.5 Any times or dates for the Services are estimates only and subject to traffic, weather, parking, access and other factors beyond our reasonable control. We will use reasonable efforts to meet agreed times, but delays do not entitle you to refuse payment or claim compensation, unless expressly agreed in writing.

4. Quotes and Charges

4.1 Unless otherwise stated, all prices are quoted in pounds sterling and may be based on an hourly rate, a fixed price, or a combination of both.

4.2 Our quote is based on the information you provide at the time of enquiry, including the volume of Goods, distance, labour required, access conditions and any additional services requested.

4.3 Additional charges may apply where:

(a) There are delays outside our control, such as waiting for keys or restricted access.

(b) The move involves more Goods, longer distances, extra floors or more labour than originally described.

(c) Parking fees, congestion charges, tolls or similar costs are incurred in carrying out the Services.

(d) You request additional Services on the day of the move.

4.4 Where charges are time-based, the charging period starts when our team arrives at the collection address at the agreed time (or as soon as reasonably possible thereafter) and ends when the final item is unloaded or the team departs at your request.

4.5 We reserve the right to review our charges from time to time. Any change will not affect a confirmed booking that has already been accepted by us.

5. Payments and Deposits

5.1 We may require a deposit to secure your booking. The amount and due date for any deposit will be confirmed at the time of booking.

5.2 Unless otherwise agreed in writing, the balance of all charges is payable on completion of the Services on the same day, and before our team leaves the final property.

5.3 Payment methods accepted will be confirmed at the time of booking. You must ensure that cleared funds are available when payment is due.

5.4 If you fail to pay any amount due under the Contract on the due date, we may:

(a) Charge reasonable interest on the overdue amount from the due date until payment is made in full.

(b) Suspend or refuse to provide further Services.

5.5 If we are unable to collect payment on the day of the move, we may retain the Goods or refuse to unload until payment is received. We will take reasonable care of the Goods during any such period but will not be liable for resulting delay or costs.

6. Cancellations and Changes

6.1 You may cancel or amend your booking by giving us notice as soon as possible. The effective date of cancellation is the date on which we receive your notice.

6.2 If you cancel more than 7 days before the scheduled date, any deposit paid may be refunded or transferred to a new date at our discretion.

6.3 If you cancel within 7 days but more than 48 hours before the scheduled date, we may retain part or all of the deposit to cover our administration and loss of business.

6.4 If you cancel within 48 hours of the scheduled date, or fail to be present or provide access when our team arrives, we may charge a cancellation fee up to the full quoted amount.

6.5 If you wish to change the date, time or details of your booking, we will use reasonable efforts to accommodate your request but cannot guarantee availability. Changes may result in additional charges.

6.6 We may cancel or postpone the Services if:

(a) You fail to pay any required deposit or prepayment.

(b) We reasonably believe that providing the Services would breach health and safety, legal or regulatory requirements.

(c) Circumstances beyond our reasonable control, such as severe weather, accidents, vehicle breakdown or staff illness, prevent us from safely providing the Services. In such cases, our liability will be limited to refunding any deposit paid or rescheduling the Services, and we will not be liable for consequential losses.

7. Customer Responsibilities

7.1 You are responsible for:

(a) Ensuring that all Goods are properly packed, secured and labelled, unless you have requested and we have agreed to provide packing services.

(b) Declaring in advance any fragile, valuable or special items that may require extra care or insurance.

(c) Ensuring that all appliances are disconnected, defrosted and drained, and that any fuel, liquids or perishable goods are removed, unless otherwise agreed.

(d) Arranging suitable parking for our vehicle at both collection and delivery addresses, including any necessary permits or permissions.

(e) Being present, or arranging for a representative to be present, at all locations during the move to oversee the work and confirm that nothing has been left behind.

7.2 You must not ask us to transport:

(a) Illegal, dangerous or hazardous items, including explosives, flammable materials, chemicals or compressed gases.

(b) Cash, jewellery, watches, precious metals, important documents or other high-value items, unless we have agreed in writing.

(c) Live animals or plants, unless specifically agreed and appropriately contained.

7.3 If we discover that any prohibited or dangerous items have been included without our knowledge, we may remove or dispose of them and you will be responsible for any resulting loss, damage, fines or costs.

8. Waste and Disposal Regulations

8.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste removal service and will only remove items for disposal where this has been expressly agreed in advance.

8.2 Where we agree to remove items for disposal or recycling, you confirm that you have lawful authority to dispose of those items and that they do not include hazardous waste or restricted materials unless you have fully disclosed this and we have specifically agreed to handle them.

8.3 We reserve the right to refuse to remove or dispose of any item that we reasonably believe may breach waste regulations, pose a health or safety risk, or require specialist handling or licensing.

8.4 Any additional fees charged to us by waste transfer stations, recycling centres or similar facilities arising from the nature of the items you provide may be passed on to you.

8.5 You remain responsible for any penalties, fines or legal consequences arising from the incorrect description or unlawful disposal of items that you instruct us to remove.

9. Liability and Insurance

9.1 We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property will be limited as set out in this section.

9.2 We are not liable for:

(a) Normal wear and tear, or minor marks and scuffs that may reasonably occur during handling and transport.

(b) Loss or damage arising from inadequate packing by you or a third party.

(c) Loss of value following repair, or indirect or consequential loss such as loss of income, profit, business or opportunity.

(d) Loss or damage to items of a fragile nature or high value that you did not clearly identify to us in advance.

9.3 Our liability for loss or damage to Goods, where we are found to be at fault, will be limited to a reasonable cost of repair or replacement, subject to a fair assessment of age, condition and market value.

9.4 You must inspect the Goods and property at the end of the move and notify us of any apparent loss or damage as soon as reasonably practicable, and in any event within a reasonable time after completion of the Services. We may not be able to consider claims made after an extended delay without good reason.

9.5 We will not be liable for any loss, damage or delay caused by events beyond our reasonable control, including traffic, road closures, accidents, severe weather, strikes or acts of third parties.

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

10. Property Damage

10.1 We will take reasonable care to avoid damage to your property, including buildings, fixtures and fittings. You should inform us of any known weaknesses, defects or special features, such as loose flooring, poorly secured fittings or narrow staircases.

10.2 We are not responsible for damage to property where:

(a) The damage arises from moving Goods at your specific instruction against our advice.

(b) Access is unusually narrow, awkward or restricted and this makes damage more likely.

(c) Existing damage, wear or defects contributed to the damage.

10.3 If we cause damage to property due to our negligence, our liability will be limited to a reasonable cost of repair or, where appropriate, a fair contribution to replacement.

11. Time Limits for Claims

11.1 Any claim relating to loss or damage to Goods or property must be notified to us in writing as soon as reasonably practicable after you become aware of the issue.

11.2 You must provide sufficient details to allow us to investigate the claim, including evidence of the condition of the items before and after the move, and proof of value where appropriate.

11.3 We may reject claims that are unreasonably delayed, lack supporting evidence, or arise from circumstances outside our control or beyond the agreed scope of Services.

12. Data Protection and Privacy

12.1 We will collect and process personal information about you for the purpose of managing bookings, providing Services, processing payments and handling enquiries or complaints.

12.2 We will handle your personal information in accordance with applicable data protection laws. We will not sell your details to third parties and will only share them where necessary to provide the Services, comply with legal obligations or protect our legitimate interests.

13. Termination

13.1 We may terminate the Contract or suspend the Services immediately if you:

(a) Fail to pay any amount due on the due date.

(b) Breach these Terms and Conditions in a serious or persistent way.

(c) Behave abusively or unlawfully towards our staff.

13.2 On termination, any amounts already paid are non-refundable, and you will remain liable to pay for Services already provided and any reasonable costs incurred due to your breach.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions and any Contract between you and us are governed by and construed in accordance with the laws of England and Wales.

14.2 Any disputes arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

15.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

15.3 These Terms and Conditions, together with your booking confirmation, represent the entire agreement between you and us in relation to the Services, and supersede any prior understandings, representations or agreements, whether written or oral.

15.4 We may update or amend these Terms and Conditions from time to time. The version applying to your Contract will be the version in force on the date your booking is confirmed.