Terms and Conditions for Man With A Van New Malden
These Terms and Conditions set out the basis on which Man With A Van New Malden provides removal, transport, delivery, and related household or business moving services within the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. For the avoidance of doubt, these terms apply to all standard man and van services, including single-item transport, small removals, loading and unloading assistance, and waste-related collections where permitted by law.
In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the individual or business making the booking or receiving the service. The purpose of this document is to create a clear and fair agreement covering the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework governing the service. We may update these terms from time to time, and the version in force at the time of booking will apply unless otherwise agreed in writing.
These terms are written to support both residential and commercial customers using our man with a van services. Nothing in this document affects your statutory rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full force.
Booking Process
Bookings may be made by phone, email, online enquiry, or any other communication method we make available. A quotation may be provided based on the information supplied by the customer, including the type of items, location, access conditions, number of floors, parking restrictions, timing requirements, and any additional handling needs. Any quote given before the job begins is an estimate unless expressly confirmed as fixed in writing. The customer is responsible for ensuring that all booking information is accurate and complete.
When booking van and man services, the customer must disclose any details that could affect performance, time, cost, equipment, or safety. This includes large, fragile, heavy, valuable, awkward, or hazardous items, as well as narrow access, no-lift properties, and restricted loading areas. If the actual job differs from the information initially provided, we may revise the price, adjust the schedule, refuse unsafe items, or decline to proceed where necessary.
Acceptance of a booking occurs only when we confirm the job and, where applicable, receive any required deposit or prepayment. A booking is not guaranteed until confirmation has been issued. We reserve the right to refuse any booking at our discretion, including where the job is unsafe, unlawful, beyond our service scope, or not suitable for our available vehicle, team size, or equipment. Customers should ensure they are present, or have an authorised representative present, at the agreed collection or delivery time.
Payments and Charges
All charges will be based on the agreed quotation, the confirmed service type, and any additional work required on the day. Charges may include labour time, vehicle use, fuel, waiting time, congestion or parking costs where applicable, carrying fees, dismantling or reassembly if agreed, and disposal charges for waste or unwanted items. Unless otherwise stated, prices are exclusive of any third-party charges such as parking permits, access fees, or tolls.
Payment is due in full on completion of the service unless we have agreed alternative terms in writing in advance. We may request a deposit or full advance payment for certain bookings, particularly for longer-distance moves, high-value jobs, weekend work, or last-minute availability. Accepted payment methods may vary and will be confirmed at the time of booking. If payment is not made when due, we may charge reasonable recovery costs and interest where permitted by law.
Additional charges may apply if the job takes longer than expected due to inaccurate information, poor access, delays caused by the customer, excessive waiting, or the need to make extra trips. If items cannot be moved safely without additional labour or equipment, we may pause the service and either renegotiate the cost or refuse to continue. The customer agrees that our records of time worked, mileage, and expenses may be used to calculate the final amount payable.
Cancellations, Rescheduling, and Delays
Customers may cancel or reschedule a booking, but notice should be provided as early as possible. If a cancellation is made sufficiently in advance, no charge may apply, subject to any non-refundable deposit or administration fee disclosed at the time of booking. If cancellation is made close to the appointment time, after the team has been dispatched, or once work has started, a cancellation fee may be charged to cover lost time, labour, and travel costs.
If the customer is not available at the agreed time, fails to provide access, or causes unreasonable delay, we may treat the booking as cancelled or apply waiting time charges. Where a delay occurs due to traffic, weather, road closures, vehicle issues, or other matters outside our reasonable control, we will aim to keep the customer informed and attend as soon as reasonably practicable. However, we are not liable for indirect losses arising from such delays unless caused by our negligence.
We may also need to reschedule or cancel a booking if circumstances make performance unsafe, unlawful, or impractical. This includes severe weather, vehicle breakdown, staff illness, lack of safe access, suspected unlawful goods, or a risk of damage to property or injury to persons. In such cases, we will use reasonable efforts to offer an alternative time. Where we cancel for reasons within our control and no alternative is accepted, any prepaid amount relating to the cancelled service will normally be refunded, subject to lawful deductions for work already performed.
Liability and Customer Responsibilities
We will carry out all services with reasonable care and skill. Our liability is limited to direct loss or damage caused by our proven negligence or breach of contract, subject to the exclusions and limits set out in these terms. We do not accept responsibility for pre-existing damage, latent defects, or damage arising from unsuitable packing, structural weakness, unstable stacking, or items that were not properly secured or protected by the customer.
The customer must ensure that items are adequately packed, labelled, and prepared for transport unless packaging or preparation has been expressly included in the service. Fragile items, electronics, glass, artwork, plants, and valuables should be protected in suitable packaging. We may refuse to carry items that are unsafe, excessively heavy, poorly packed, or likely to cause damage to property, the vehicle, or other goods.
Our team may assist with lifting, loading, unloading, and placing items at the customer’s direction. Unless we expressly agree otherwise, we do not dismantle, assemble, connect, disconnect, or install appliances, fixtures, or specialist equipment. The customer remains responsible for ensuring that doors, floors, stairways, lifts, and access routes are suitable for moving the items requested. If a customer asks us to proceed in conditions we consider unsafe, we may stop work immediately.
To the fullest extent permitted by law, we are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where liability is established, any compensation will be limited to the reasonable cost of repair, replacement, or the value of the affected service, whichever is lower and appropriate in the circumstances.
Waste Regulations and Prohibited Items
Where our service includes the collection or removal of waste, the customer agrees that all waste will be handled in accordance with applicable UK environmental and waste management laws. We may only transport, dispose of, or transfer waste in a lawful manner and, where required, through licensed facilities or authorised disposal routes. The customer must accurately describe the waste before booking so we can determine whether it is suitable for collection and whether any special handling or separate disposal is required.
We do not accept hazardous waste, clinical waste, asbestos, chemicals, gas bottles, pressurised containers, oils, solvents, fuels, radioactive materials, or any other item prohibited by law or unsafe to transport in an ordinary man with a van service. If prohibited items are discovered at the point of collection, we may refuse to remove them, or may terminate the job if continuing would breach legal or safety obligations. The customer will remain responsible for any costs incurred as a result of misdescribed waste.
When we remove waste on behalf of a customer, ownership of that waste transfers only if and when we lawfully accept it for disposal or transfer. Until that point, the customer remains responsible for ensuring the waste is lawfully presented and correctly identified. We may request evidence of the origin, type, or contents of waste items where necessary to comply with regulations. The customer agrees not to include controlled, stolen, illegal, or hazardous goods among items presented for transport or disposal.
Insurance, Claims, and Force Majeure
We may hold suitable insurance for our activities, but the extent of cover can vary depending on the service provided. The customer is encouraged to arrange appropriate insurance for their own goods, especially for high-value or irreplaceable items. Any claim for loss or damage must be reported as soon as reasonably practicable and in any event within a reasonable time after the service is completed. The customer should provide supporting evidence, including photographs, descriptions, and proof of value where relevant.
We will not be responsible for damage arising from wear and tear, inadequate packing, pre-existing faults, or items moved against our advice. If a claim is accepted, our remedy may be limited to repair, replacement, or a partial refund reflecting the proven loss. Any claim will be assessed fairly and in accordance with these terms and applicable law. The customer must allow us a reasonable opportunity to inspect and investigate the alleged damage before any repair or disposal takes place.
We shall not be liable for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control. These may include extreme weather, fire, flood, strikes, road accidents, government restrictions, civil disturbance, or other unforeseen disruptions. In such circumstances, performance may be suspended for as long as the event continues, and the affected obligations will be resumed when reasonably possible. If the event prevents completion altogether, the parties will discuss a fair solution based on the work completed and any unavoidable costs incurred.
Customer Conduct and Site Conditions
The customer must ensure that the premises are safe and suitable for the work to be carried out. This includes providing correct access details, parking arrangements, lift availability, and any permits or permissions required. The customer is responsible for protecting floors, walls, and fixtures if additional protection is necessary due to fragile finishes, tight access, or particularly heavy goods. We may decline to carry out work in areas that are unsafe, unsanitary, obstructed, or at risk of causing injury or damage.
Abusive, threatening, discriminatory, or aggressive behaviour toward our staff will not be tolerated. We may suspend or terminate the service immediately if staff safety is compromised. If a customer or any third party interferes with the service, provides false information, or instructs our team to act unlawfully or unsafely, we may withdraw from the job and charge for time spent and costs incurred. The customer must also ensure that children, pets, and unauthorised persons are kept clear of the working area.
Any items left behind after completion should be checked promptly by the customer. We are not responsible for property left in the vehicle or on site unless we have expressly agreed to store or redeliver it. If we discover personal belongings after a job is completed, we may make reasonable efforts to return them, but any return or storage arrangement may involve additional charges. Items not claimed within a reasonable period may be dealt with in accordance with our lawful procedures.
Governing Law and Final Provisions
These terms and any dispute or claim arising from or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If the customer is located elsewhere in the UK, the service still remains subject to the same governing legal framework unless a separate written agreement states otherwise.
If any provision of these terms is found by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be severed to the minimum extent necessary, and the remaining provisions shall continue in full effect. No failure or delay by either party in enforcing a right under these terms shall constitute a waiver of that right. Any variation to these terms must be agreed in writing and confirmed by an authorised representative.
By booking and using Man With A Van New Malden, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to provide a fair and practical framework for a professional van with man service, balancing customer convenience with safety, legal compliance, and responsible handling of goods and waste.