Man with Van West Ham Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van West Ham provides removal and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions the following words have the meanings set out below.
1.1 Service means any removal, man and van service, packing, loading, unloading, transportation, or related service provided by us.
1.2 Customer means the person or company who requests and/or pays for the Service.
1.3 Goods means the personal belongings, furniture, equipment or other items which are to be moved, transported or handled by us as part of the Service.
1.4 Quote means the price or estimate provided to you for the Service, based on the information you supply to us.
1.5 Contract means the agreement between you and us for the provision of the Service, incorporating these Terms and Conditions.
2. Scope of Service
2.1 We provide man and van and removal services for household and business customers. Our services typically include loading, transportation and unloading of Goods as agreed at the time of booking.
2.2 Any additional services, such as packing, disassembly or reassembly of furniture, or additional pick-up or drop-off locations, must be agreed at the time of booking or in writing before the Service begins and may incur additional charges.
2.3 We reserve the right to refuse to carry any Goods which, in our reasonable opinion, are unsafe, illegal, hazardous, or likely to cause damage or delay to our vehicle, personnel, other customers goods, or property.
3. Booking Process
3.1 Bookings may be made via our online forms or other booking channels as made available by us from time to time.
3.2 When making a booking you must provide accurate and complete information, including but not limited to:
a. Full collection and delivery addresses
b. Details of property access, including floors, lifts, parking restrictions and distances from vehicle to property
c. A clear and honest description of the volume, nature and approximate value of the Goods
d. Any special handling requirements, fragile items or heavy items such as pianos, safes or large appliances.
3.3 Your booking is not confirmed until we have accepted it and provided you with confirmation. We may decline or cancel a booking at our discretion where we are unable to provide the Service, including due to capacity, safety concerns or non-compliance with these Terms and Conditions.
3.4 Any changes to the booking details must be requested as early as possible. We will use reasonable endeavours to accommodate changes but cannot guarantee availability. Changes may result in revised pricing.
4. Quotes and Pricing
4.1 Quotes are based on the information you provide at the time of enquiry. If the information provided is incomplete or inaccurate we reserve the right to adjust the price to reflect the actual work required.
4.2 Quotes may be given as a fixed price or as an hourly rate. Where an hourly rate is agreed, charges will include travel time and any waiting time caused by circumstances within your control.
4.3 Additional charges may apply for:
a. Work carried out outside standard working hours
b. Additional stops or diversions from the agreed route
c. Delays caused by inadequate access, incomplete packing, waiting for keys or other avoidable issues within your control
d. Walks over long distances from vehicle to property or between buildings
e. Use of toll roads or congestion charges where necessary.
5. Payments
5.1 You agree to pay all charges for the Service in accordance with the payment terms communicated to you at the time of booking.
5.2 We may require a deposit to secure your booking, which will be deducted from the final amount payable. Deposits may be non-refundable in accordance with the cancellation terms set out in these Terms and Conditions.
5.3 Unless otherwise agreed in writing, payment of the balance is due on completion of the Service on the same day, prior to unloading at the final destination or immediately after completion in the case of hourly bookings.
5.4 We reserve the right to withhold delivery of Goods until payment has been received in full. If payment is not made when due we may charge interest on outstanding amounts at a reasonable commercial rate and may seek to recover any additional costs incurred in recovering payment.
6. Cancellations and Amendments
6.1 You may cancel your booking by giving us notice. The following cancellation terms apply unless otherwise specified in writing:
a. Cancellations made more than 7 days before the scheduled Service date may be made without cancellation charges, although any non-refundable deposit may be retained.
b. Cancellations made between 7 days and 48 hours before the scheduled Service date may incur a cancellation fee of up to 50 percent of the total quoted price.
c. Cancellations made less than 48 hours before the scheduled Service date may be charged at up to 100 percent of the total quoted price.
6.2 If you wish to amend the date, time or details of your booking we will try to accommodate the change, subject to availability. Where the amendment amounts to a cancellation, the cancellation terms above will apply.
6.3 We may cancel or postpone the Service if events beyond our reasonable control occur, including but not limited to severe weather, road closures, accidents, vehicle breakdowns, industrial action, or safety concerns. In such cases we will not be liable for any resulting losses but will offer a rebooking or refund of any amounts paid for the affected Service where no work has been carried out.
7. Customer Responsibilities
7.1 You are responsible for:
a. Ensuring that all Goods are safely and adequately packed, unless packing has been agreed as part of the Service
b. Ensuring that all fragile and valuable items are clearly identified and appropriately protected
c. Providing safe and adequate access to the property and to the Goods at both collection and delivery points
d. Arranging and paying for any required parking permits or permissions, and for complying with local parking restrictions
e. Being present or represented by an authorised adult at both collection and delivery locations.
7.2 You must not ask our staff to transport any items that are prohibited, unsafe or illegal, including but not limited to firearms, explosives, flammable substances, perishable goods, live animals, plants requiring special transport, or goods that are contaminated or infested.
8. Loading, Transport and Delivery
8.1 We will take reasonable care in handling and transporting your Goods and will use reasonable skill and care in the provision of the Service.
8.2 You must ensure that all appliances are disconnected, defrosted where necessary, and drained of water prior to loading. We will not dismantle or disconnect appliances unless explicitly agreed as part of the Service.
8.3 Estimated arrival and delivery times are given in good faith but cannot be guaranteed due to traffic, road conditions and unforeseen delays. We will use reasonable efforts to keep you informed of any significant delays.
8.4 At the end of the Service you or your representative will be asked to inspect the Goods and sign to confirm completion. Any issues or visible damage should be raised at this time wherever possible.
9. Liability and Limitations
9.1 Our liability for loss of or damage to Goods arising from our negligence or breach of contract is limited to a reasonable amount, having regard to the nature and value of the Goods and the charges paid for the Service.
9.2 We will not be liable for:
a. Loss or damage resulting from your failure to adequately pack, protect or label Goods, unless we have provided packing as part of the Service
b. Damage to furniture or other items which require dismantling or reassembly, where the item was already defective, unstable or not suitable for such handling
c. Normal wear and tear, minor scuffs, scratches or marks that may occur despite reasonable care
d. Loss of or damage to fragile or valuable items such as jewellery, cash, documents, antiques, artwork, electronic devices or collections, unless you have specifically informed us in advance in writing and we have agreed appropriate arrangements
e. Indirect or consequential loss including loss of profit, revenue, opportunity, or enjoyment.
9.3 We are not liable for loss or damage where it is caused by:
a. Your instructions, or lack of instructions
b. Insufficient or unsafe access at collection or delivery
c. Acts or omissions of third parties not under our direct control.
9.4 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of the Service. You must provide reasonable evidence of any alleged loss or damage.
10. Waste and Disposal Regulations
10.1 We are a removal service and not a waste disposal contractor. We will not remove or transport household waste, rubble, construction waste, garden waste or other materials that should properly be handled through licensed waste carriers or council collection services.
10.2 You must not load or request us to load any items which are to be discarded as waste unless we have expressly agreed to provide a suitable waste removal service in compliance with applicable waste and environmental regulations.
10.3 Where we agree to remove unwanted items this will be on the basis that such items are suitable for lawful disposal or recycling, and that you have the right to dispose of them. Additional charges may apply for such services.
10.4 We reserve the right to refuse to take any items that may be considered hazardous waste or that would breach environmental, health and safety, or waste management regulations.
11. Parking, Access and Local Restrictions
11.1 You are responsible for providing suitable parking and safe access for our vehicles at both collection and delivery locations. This includes arranging any necessary permits or permissions and complying with local restrictions or controlled parking zones.
11.2 If suitable parking is not available and our vehicle receives a parking charge or fine as a direct result, we reserve the right to recover this cost from you.
11.3 Where access is restricted or significantly more difficult than described at the time of booking, we may charge additional fees to reflect extra time, labour or equipment required.
12. Customer Conduct and Health and Safety
12.1 You agree to treat our staff with respect and not to engage in abusive, threatening or discriminatory behaviour. We may withdraw the Service immediately where our staff are subjected to such behaviour and no refund will be due.
12.2 You must not interfere with the safe loading or unloading of Goods. If you choose to assist, you do so at your own risk. We are not liable for any injury or loss you suffer as a result of assisting with the move.
12.3 Our staff may refuse to carry out any activity that they reasonably consider unsafe or likely to cause damage to property or Goods.
13. Insurance
13.1 We maintain appropriate insurance for our operations as required by law. Our insurance arrangements do not replace your own contents or business insurance.
13.2 You are strongly advised to ensure that your own insurance policies cover your Goods during removal and transit, particularly in relation to high-value items.
14. Privacy and Data Protection
14.1 We will handle your personal data in accordance with applicable data protection laws. We collect and use your information only for the purposes of managing your booking, providing the Service, taking payment, and handling any enquiries or complaints.
14.2 We will not sell your personal data to third parties. We may share your data with trusted partners where this is necessary to deliver the Service, process payments or meet legal obligations.
15. Complaints
15.1 If you are dissatisfied with any aspect of the Service, please raise your concerns with us as soon as possible so we can try to resolve the issue.
15.2 We aim to respond to complaints promptly and to work with you to reach a fair and reasonable outcome, in line with these Terms and Conditions.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of England and Wales.
16.2 You and we 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 the Service.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.2 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.
17.3 These Terms and Conditions, together with any written quote or confirmation provided to you, constitute the entire agreement between you and us in relation to the Service and supersede any prior understandings or agreements.
17.4 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 your Contract.
