Terms and Conditions for Man With Van Charlton
These Terms and Conditions set out the basis on which Man With Van Charlton provides domestic and commercial moving, collection, delivery, and related removal services throughout the UK. By placing a booking, the customer agrees to be bound by these terms, which are intended to create a clear, fair, and lawful agreement between the customer and the service provider. They apply to all work arranged through any accepted quotation, booking confirmation, or written instruction relating to a man and van service, removals support, or transport assistance.
The words “we”, “us”, and “our” refer to the service provider operating as Man With Van Charlton, while “you” or “the customer” refers to the person, business, or organisation making the booking. These conditions are designed to support a smooth booking process, safe loading and transport, sensible expectations around liability, and compliance with waste and transport laws in England and Wales, Scotland, and Northern Ireland where applicable. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply unless a different written agreement has been made. Customers are responsible for reviewing any quotation, booking summary, or service notes before confirming the job, particularly where access issues, parking limits, heavy items, fragile goods, or disposal requirements may affect the work.
1. Booking Process
A booking for Man With Van Charlton services is normally made after the customer provides accurate details about the items to be moved, the collection and delivery addresses, access conditions, preferred dates and times, and any special handling requirements. Any quotation issued before the final confirmation is based on the information supplied at that time. If the scope of work changes, the quotation may be revised to reflect the actual time, labour, vehicle size, or equipment needed.
Bookings are only confirmed once we have accepted the job and, where required, received a deposit or other advance payment. A booking confirmation may be issued verbally, by message, or in writing, and will normally include the agreed date, approximate arrival window, service description, and pricing basis. The customer must check the confirmation carefully and notify us promptly of any error, omission, or change. Failure to do so may result in delays, additional charges, or the inability to complete the service as expected.
It is the customer’s responsibility to ensure that the items declared are accurate and that no prohibited, hazardous, illegal, or undeclared goods are included. We reserve the right to refuse to transport items that are unsafe, unsuitable, excessively heavy, or likely to cause damage to the vehicle, our staff, or other property. Where a job involves stairs, narrow corridors, parking restrictions, long carrying distances, or disassembly/reassembly, the customer must disclose this before booking so that an appropriate service can be planned.
2. Service Scope and Customer Responsibilities
The scope of a man with van service may include loading, transport, unloading, collection, delivery, light furniture handling, and agreed waiting time. Unless specifically agreed in writing, the service does not include specialist lifting equipment, packing of fragile items, full home removals management, or installation of appliances. Any optional task requested on the day may be accepted at our discretion and may attract an additional charge if it increases labour or time.
The customer must ensure that items are adequately packed, labelled, and prepared for transport, unless packing has been expressly included in the service. We will use reasonable care when handling goods, but we are not responsible for damage arising from inadequate packing, unsuitable containers, hidden defects, pre-existing weakness, or incorrect instructions supplied by the customer. Items of unusual value should be declared in advance, and the customer should consider arranging independent insurance where appropriate.
When the service involves access to property, the customer must obtain any permissions required from landlords, managing agents, building managers, neighbours, or other relevant parties. If parking permits, keys, lift access, or loading bay arrangements are necessary, these must be organised in advance. Delays caused by missing access, incorrect address details, or the customer’s failure to prepare the premises may lead to waiting charges, aborted journey fees, or rescheduling costs.
3. Payments and Charges
All prices are normally quoted in pounds sterling and may be stated as a fixed fee, hourly rate, minimum charge, or a combination of these depending on the nature of the job. Unless otherwise agreed, quotations are based on a standard service within normal working hours. Extra charges may apply for congestion, tolls, parking fees, long carries, additional floors without lift access, waiting time, urgent same-day work, or changes requested after booking. Any such charges will be reasonable and, where possible, explained before they are applied.
Payment terms will be confirmed at booking stage. In many cases, payment is due on completion of the service, although a deposit, part-payment, or advance payment may be required to secure the date. We may accept bank transfer, cash, card payment, or another agreed method. The customer must ensure that payment is made in full and cleared within the agreed time. If payment is delayed, we may charge reasonable recovery costs and suspend future bookings until outstanding balances are settled.
Where a quotation is based on estimated time or estimated load size, the final cost may differ if the actual job exceeds the original estimate. Examples include extra items, additional collection points, unexpected dismantling, prolonged access issues, or traffic delays outside our control. In such cases, the customer will be informed as soon as reasonably possible. Unless the law requires otherwise, all prices are exclusive of VAT where VAT is not stated as included. Any disputed invoice should be raised promptly with clear reasons so that the matter can be reviewed in good faith.
4. Cancellations, Postponements, and Delays
The customer may cancel or rearrange a booking by giving reasonable notice. If cancellation is made well in advance, no fee may be charged or only a modest administration charge may apply. Where significant preparation has already been undertaken, or where a van and crew have been allocated exclusively to the booking, cancellation charges may be applied to cover lost time and business costs. The amount charged will be proportionate to the notice given and the resources already committed.
If the customer is not available at the agreed time, or if access is not possible, the job may be treated as a cancellation or aborted booking. We may also charge for waiting time where our team is delayed due to the customer’s actions or omissions. If we need to postpone due to vehicle issues, staff availability, severe weather, unsafe conditions, or other circumstances beyond our control, we will aim to offer a new date or a suitable alternative. Our liability for such delays is limited to the amount already paid for the affected service, unless otherwise required by law.
The customer should notify us as soon as possible of any circumstances that may affect the booking, including illness, building restrictions, changes to collection or delivery times, or alterations to the volume of goods. Late changes may not always be possible to accommodate. If a booking is amended on the day and this increases the cost, the revised price will apply once the customer has been informed and has agreed to continue with the service.
5. Liability and Risk
We will take reasonable care while carrying out man and van work, but our liability is limited to losses caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
Risk in the goods passes to us only while the items are in our possession and being handled in the course of the service. Where items are left unattended at the customer’s request, or where the customer handles the goods at any stage, responsibility shifts accordingly. We do not accept liability for pre-existing damage, hidden faults, inadequate packaging, or damage that results from the customer’s own instructions. Customers should inspect items before and after the move where possible and report any concerns as soon as reasonably practicable.
Where our team is asked to move heavy, awkward, or fragile items, the customer must disclose any known defects, weight issues, or special handling needs. We may refuse to move certain items if they are unsafe or beyond the normal scope of a man with van Charlton service. If a customer insists on proceeding against our advice, liability for resulting damage may be limited or excluded to the extent permitted by law. Our staff may also decline to carry items through unsafe access routes or in conditions that present a risk to property or persons.
6. Waste Regulations and Prohibited Items
Where the service includes removal, disposal, or transport of unwanted items, the customer must comply with all applicable waste laws. We will only collect, carry, or dispose of waste in line with relevant environmental legislation, duty-of-care requirements, and licensing obligations. The customer must accurately describe any waste in advance and must not present hazardous, clinical, chemical, flammable, explosive, or illegal materials unless we have expressly agreed and are lawfully able to handle them.
We may require the customer to separate recyclable materials, electrical equipment, furniture, or mixed waste before collection. If waste is to be taken to a licensed facility, any necessary documentation may be required and the customer must provide accurate information about the origin and nature of the waste. Misdescription of waste is a serious matter and may lead to refusal of service, additional charges, reporting to the appropriate authority, or termination of the booking without refund where permitted by law.
Customers remain responsible for ensuring that waste handed over to us is lawful to transport and dispose of. We reserve the right to inspect items and decline collection if we suspect fly-tipping risk, hazardous contamination, or unlawful disposal intent. Any demand that we dispose of waste in an unlawful manner will be refused. If an item is classed as electrical, recyclable, or regulated waste, the customer must tell us in advance so that the correct handling method can be arranged.
7. Damage, Claims, and Complaints
Any claim for loss or damage should be notified as soon as possible and, in any event, within a reasonable time after the service has been completed. The customer should provide a clear description of the issue, supporting photographs where available, and any relevant proof of value or condition. We may ask to inspect the item, packaging, access route, or surrounding area to understand what happened and whether the claim falls within our responsibility.
We may choose to repair, replace, or compensate for damage where we are legally liable and where doing so is reasonable in the circumstances. Any compensation will normally reflect the direct loss actually suffered and will not exceed the value of the affected item or the amount paid for the service, whichever is lower, unless a different limit is required by law. Claims for pre-existing damage, wear and tear, or matters outside our control will not be accepted.
If a customer is dissatisfied with any part of the service, they should raise the issue promptly so it can be investigated. We aim to deal with concerns fairly and in a practical manner. However, no complaint procedure affects the customer’s statutory rights. These terms do not prevent a customer from seeking remedies available under consumer law where those rights apply.
8. Force Majeure, Governing Law, and General Provisions
We will not be liable for any failure or delay in performing the service caused by events beyond our reasonable control. This includes, without limitation, road closures, accidents, severe weather, strikes, public emergencies, mechanical breakdown, government restrictions, or sudden illness. In such cases, we will take reasonable steps to minimise disruption and may rearrange the booking where practical. Neither party will be liable for losses arising solely from such events, except for any payment obligations already accrued.
These Terms and Conditions are governed by the laws of England and Wales, unless a different legal regime is required by the place of performance or by mandatory law. Any dispute arising out of or in connection with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any rights a consumer may have under applicable law. If any clause is found invalid, unlawful, or unenforceable, that clause will be severed and the rest of the agreement will remain effective.
By proceeding with a booking for Man With Van Charlton, the customer confirms that they have read, understood, and agreed to these terms. The agreement represents the full understanding between the parties in relation to the services booked, unless a written amendment has been agreed. These conditions are intended to be fair and practical, supporting a reliable man with van service while protecting both the customer and the provider.