Terms and Conditions

Man With a Van New Malden Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van New Malden provides man and van, removals, and related services within New Malden and surrounding areas. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "Company" means Man With a Van New Malden, the provider of removal and man and van services.

1.2 "Customer" means the individual or business who requests, books, and/or pays for the services provided by the Company.

1.3 "Services" means any transport, removal, delivery, loading, unloading, or related services provided by the Company.

1.4 "Goods" means all items, belongings, furniture, equipment, and other property which are the subject of the Services.

1.5 "Contract" means the agreement between the Customer and the Company for the provision of Services, as governed by these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including collection, transportation, and delivery of Goods within the United Kingdom.

2.2 The Company does not provide packing or unpacking services unless this has been expressly agreed in advance and included in the booking confirmation.

2.3 The Company may agree to move Goods to or from storage facilities or other premises as specified by the Customer, subject to these Terms and Conditions.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s chosen communication channels. A booking is only considered confirmed once the Company has provided a written or clearly recorded confirmation of the date, time, service details, and quoted price.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including:

(a) Full collection and delivery addresses.

(b) Access details, including any parking restrictions, stairs, lifts, or narrow access issues.

(c) An accurate description and approximate quantity of Goods.

(d) Any special handling requirements or fragile items.

3.3 The Company reserves the right to amend the quotation or apply additional charges if the information provided by the Customer is incomplete or inaccurate, or if the Services required differ from those originally agreed.

3.4 Bookings are subject to vehicle and staff availability. The Company will use reasonable endeavours to accommodate the requested date and time but cannot guarantee availability until the booking is confirmed.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are based on the information supplied by the Customer and are inclusive of standard labour and vehicle costs, within normal working hours.

4.2 Quotations do not include congestion charges, tolls, parking fees, or additional costs arising from restrictions at collection or delivery addresses, unless expressly stated. Any such costs incurred by the Company in the provision of the Services will be payable by the Customer in addition to the quoted price.

4.3 The Company may revise a quotation or apply surcharges if:

(a) The work is not completed within the estimated time due to circumstances beyond the Company’s control.

(b) Access is significantly more difficult than stated, including long carrying distances, additional flights of stairs, or the absence of lifts.

(c) Additional Goods or tasks are requested on the day of the move.

4.4 All prices are stated in pounds sterling unless otherwise agreed in writing.

5. Payments

5.1 The Customer agrees to pay the Company the agreed price for the Services, together with any additional charges or surcharges properly due under these Terms and Conditions.

5.2 The Company may require a deposit or full payment in advance to secure the booking. Any such requirement will be communicated at the time of booking.

5.3 Where payment is due on completion of the Services, it must be made immediately upon completion, by the accepted payment methods notified by the Company.

5.4 For business Customers with an approved account, payment terms may be agreed separately, and invoices must be paid within the specified time. Late payment may incur interest or administrative charges as permitted under applicable law.

5.5 The Company reserves the right to suspend or withhold Services, or to retain Goods in its possession, until all outstanding sums are paid in full.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company in advance of the agreed service date.

6.2 If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred to a rebooked date at the Company’s discretion.

6.3 If the Customer cancels within 48 hours of the scheduled start time, the Company reserves the right to retain part or all of any deposit paid and may charge a cancellation fee up to a reasonable proportion of the quoted price, reflecting the costs and loss of opportunity incurred.

6.4 If the Customer fails to be present at the agreed time and location, or fails to provide access for the performance of the Services, this may be treated as a cancellation on short notice and cancellation charges may apply.

6.5 The Company will use reasonable endeavours to accommodate requests to change the date or time of a booking, but changes are subject to availability and may result in revised pricing.

6.6 In exceptional circumstances, such as adverse weather, vehicle breakdown, staff illness, or events beyond the Company’s reasonable control, the Company may cancel or reschedule the Services. The Company will notify the Customer as soon as reasonably practicable and will offer an alternative date or a refund of any sums paid for Services not provided. The Company will not be liable for any indirect losses arising from such cancellation or rescheduling.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Ensuring that Goods are properly packed, secured, and ready for transport, unless packing services have been explicitly agreed.

(b) Obtaining all necessary permissions for parking, access, and entry to premises at both collection and delivery addresses.

(c) Providing clear instructions and being present or represented at the agreed time to supervise the move and confirm items to be moved.

(d) Ensuring that Goods are lawful, safe to handle, and not in breach of any regulations.

7.2 The Customer must not request the Company to carry any items prohibited under these Terms and Conditions or by law.

8. Excluded and Restricted Items

8.1 Unless otherwise explicitly agreed in advance and in writing, the Company will not carry or handle the following items:

(a) Hazardous, flammable, or explosive materials.

(b) Illegal goods, stolen property, or items in breach of any law.

(c) Perishable goods that may deteriorate in transit.

(d) Cash, jewellery, precious metals, securities, or irreplaceable documents.

(e) Animals, plants, or live creatures of any kind.

8.2 If such items are found among the Goods without the Company’s knowledge, the Company may remove, decline to transport, or dispose of them, and the Customer may be liable for any associated costs, fines, or damages.

9. Waste and Disposal Regulations

9.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general waste carrier unless this has been specifically agreed and is appropriately licensed.

9.2 The Customer must inform the Company in advance if any of the Goods are intended for disposal or if any waste removal services are required. Additional charges may apply for disposal or recycling services.

9.3 The Company will not remove or transport hazardous waste, construction rubble, or controlled waste unless lawfully permitted and expressly agreed in advance.

9.4 The Customer is responsible for ensuring that any items presented for disposal are lawful and that the Company has been clearly instructed regarding their disposal. The Company is not responsible for any items discarded or given away where the Customer has instructed removal or disposal.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this section.

10.2 The Company will not be liable for:

(a) Loss or damage arising from the Customer’s failure to pack Goods properly.

(b) Damage to Goods where the Customer or a third party assists with loading or unloading against the Company’s advice.

(c) Loss or damage to fragile items, including glass, china, art, and electronics, unless they have been professionally packed and the Company has specifically agreed responsibility.

(d) Loss or damage resulting from wear and tear, inherent defects, atmospheric or climatic conditions, or pre-existing damage.

10.3 The Company’s liability for any loss or damage to Goods, where such liability is established, shall be limited to a reasonable value per item or per load, up to a maximum aggregate amount appropriate to the nature of the service, unless otherwise agreed in writing.

10.4 The Customer is encouraged to arrange separate insurance cover for high-value or fragile Goods, as the Company’s liability may not reflect the full replacement value of such items.

10.5 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or inconvenience resulting from delay, damage, or loss of Goods, except where such liability cannot lawfully be excluded.

11. Claims and Complaints

11.1 Any apparent loss of or damage to Goods must be reported to the Company as soon as reasonably practicable, and in any event no later than 48 hours after completion of the Services.

11.2 The Customer should provide reasonable evidence of any alleged loss or damage, including photographs, descriptions, and details of the Goods’ value.

11.3 The Company will investigate any complaint or claim in good faith and may request further information or evidence from the Customer.

11.4 Failure to notify the Company within the specified time may affect the Company’s ability to investigate and may limit or extinguish any potential liability, except where such limitation is not permitted by law.

12. Access and Property Damage

12.1 The Customer is responsible for ensuring that there is adequate access for the Company’s vehicle and staff at both collection and delivery addresses.

12.2 The Company will take reasonable care to avoid damage to property and premises during the performance of the Services. However, the Customer should take steps to protect floors, walls, and fixtures where necessary.

12.3 The Company will not be liable for damage to property resulting from difficult access, structural weaknesses, or where the Customer has insisted on moving items that are not suitable for the available access route.

13. Delays and Waiting Time

13.1 The Company will use reasonable efforts to arrive at the agreed time, but times given for arrival and completion are estimates only.

13.2 The Company is not liable for delays caused by traffic, weather, road closures, mechanical issues, or other circumstances beyond its reasonable control.

13.3 Where significant waiting time arises due to the Customer’s actions or delays in gaining access, additional charges may apply based on the Company’s standard hourly rates.

14. Subcontracting

14.1 The Company reserves the right to use subcontractors or associated providers to perform part or all of the Services.

14.2 Where subcontractors are used, the Company will remain responsible for the proper performance of the Contract, subject to these Terms and Conditions.

15. Data Protection and Privacy

15.1 The Company will collect and process personal information about the Customer for the purposes of administering bookings, providing Services, and managing payments.

15.2 The Company will take reasonable steps to keep personal data secure and will not share personal details with third parties except where necessary to provide the Services, comply with legal obligations, or where the Customer has given consent.

16. Governing Law and Jurisdiction

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

16.2 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.

17. General Provisions

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

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

17.3 These Terms and Conditions, together with the booking confirmation and any specific written variations agreed by the Company, constitute the entire agreement between the Customer and the Company and supersede any prior understandings or representations, whether oral or written.

17.4 The Customer may not assign or transfer any rights or obligations under the Contract without the Company’s prior written consent.

17.5 The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.