Man with Van Charlton Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Charlton provides removal and related services. By making a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Man with Van Charlton, we, us, our means the removal service trading under the name Man with Van Charlton.
1.2 Customer, you, your means the person, company, or organisation that books or receives the services.
1.3 Services means any removal, man and van, transport, delivery, loading, unloading, packing, or related services provided by us.
1.4 Goods means the items, belongings, possessions, furniture, or other property that we are asked to move, transport, handle, or store.
1.5 Booking means an agreed arrangement for us to provide services at a specified time, date, and location.
2. Scope of Services
2.1 We provide removal and man and van services, including household moves, small office moves, local collections and deliveries, and related transport services.
2.2 Our services are typically provided within the local and surrounding areas, with longer-distance journeys available by prior agreement.
2.3 Any description of services on our website or in advertising material is for general guidance only and does not form a binding specification unless expressly confirmed in writing.
3. Booking Process
3.1 You may request a quotation or make a booking by contacting us through our accepted communication channels. We will ask for information including, but not limited to, collection and delivery addresses, access details, approximate list of items, preferred dates and times, and any special requirements.
3.2 Quotations are based on the information you provide. It is your responsibility to provide accurate and complete information. If the information is incomplete or inaccurate, we reserve the right to adjust the quotation or to charge additional fees to cover the extra time, labour, distance, or resources required.
3.3 A booking is only confirmed when we explicitly accept it and you have agreed to the quoted price and any applicable charges. We may require a deposit to secure the booking. Until confirmation has been given, availability of the requested date and time cannot be guaranteed.
3.4 You must inform us in advance of any particular access issues, restrictions, parking limitations, time restrictions, stairs, lifts, or other conditions that may affect the provision of our services. Failure to do so may result in additional charges, delays, or the refusal of service for safety or legal reasons.
4. Prices and Payments
4.1 Our prices may be based on hourly rates, fixed quotations, mileage, or a combination of these, as communicated to you at the time of booking.
4.2 The price quoted will usually exclude congestion charges, tolls, parking charges, fines, and other third-party fees, unless expressly stated otherwise. These costs, where incurred during the performance of the services, will be added to your final bill.
4.3 We reserve the right to revise our prices at any time, but confirmed bookings will be charged at the rate agreed at the time of confirmation, subject to any adjustments required due to changes in your instructions or circumstances.
4.4 Payment terms will be communicated at the time of booking. In most cases, payment is due on completion of the job or in advance, depending on the type of service and our assessment of risk.
4.5 We accept payment by the methods we specify from time to time. You agree to ensure that payment is made in full and on time. If payment is not made when due, we may suspend services, retain goods under a lien, or take other appropriate steps to recover outstanding sums.
4.6 If additional work, time, or distance is required beyond that agreed in the quotation, this will be charged at our standard rates. This may include, but is not limited to, waiting time due to delayed access, additional inventory, or extra journeys.
5. Customer Responsibilities
5.1 You are responsible for ensuring that the goods are ready for collection, appropriately packed unless packing services have been agreed, and clearly labelled where necessary.
5.2 You must ensure that appropriate access is available at the collection and delivery locations, including suitable parking arrangements. You are responsible for obtaining any permits or permissions required for parking or access, where applicable.
5.3 You must supervise the services or appoint a representative to do so at both the collection and delivery addresses. It is your responsibility to check that nothing is left behind and that all goods have been delivered as required.
5.4 You must not ask our staff to undertake any illegal activities or anything which, in our reasonable opinion, is unsafe, likely to cause damage, or outside the scope of our normal services.
6. Prohibited and Restricted Items
6.1 We do not accept for transport or handling any items that are illegal, hazardous, explosive, corrosive, flammable, perishable, or otherwise dangerous, including but not limited to gas cylinders, fuel, chemicals, paint thinners, firearms, ammunition, and illegal substances.
6.2 We also do not accept responsibility for jewellery, cash, important documents, precious metals, or items of exceptional value unless we have expressly agreed in writing to transport such items and additional insurance or conditions have been arranged.
6.3 If we discover that prohibited items are included among your goods, we may refuse to transport them, remove them from the vehicle, or, if necessary, notify the relevant authorities. You will be responsible for any costs or losses incurred as a result.
7. Waste and Environmental Regulations
7.1 We are a removal and transport service and not a licensed waste carrier unless expressly stated otherwise. We do not generally undertake the disposal of household or commercial waste, building rubble, or other refuse.
7.2 If, by prior agreement, we remove items for disposal, such items must be lawful to dispose of and must not be hazardous waste. We may refuse to remove any items that we reasonably believe to be unsafe, unlawful, contaminated, or in breach of environmental regulations.
7.3 You are responsible for accurately describing any items you ask us to remove and for ensuring that such disposal complies with applicable waste and environmental regulations. We accept no liability for penalties, fines, or claims arising from your failure to comply with such regulations.
7.4 Where we act as an intermediary in disposing of items at authorised facilities, our responsibility is limited to transporting the items as described. We do not accept liability for the ultimate processing of waste by third-party facilities or authorities.
8. Cancellations and Changes
8.1 You may cancel or amend your booking by giving us notice using our accepted communication channels. The amount of notice required and any applicable charges will depend on the time remaining before the scheduled service date.
8.2 Where you cancel with sufficient notice as specified by us at the time of booking, any deposit paid may be refunded or transferred, subject to our current policy. If you cancel at short notice, we reserve the right to retain part or all of the deposit and to charge a cancellation fee to cover our costs and loss of bookings.
8.3 If you fail to be present at the arranged time and place without prior cancellation, or if we are unable to access the property or parking area due to issues you have not disclosed, we may treat the booking as cancelled by you and charge the full fee or a reasonable proportion of it.
8.4 We reserve the right to cancel or rearrange a booking in exceptional circumstances, such as severe weather, vehicle breakdown, staff illness, safety concerns, or events beyond our reasonable control. In such cases, we will notify you as soon as reasonably practicable and offer an alternative date or a refund of any money paid for services not yet provided. We will not be liable for any consequential loss arising from such cancellation or rearrangement.
9. Liability and Insurance
9.1 We will exercise reasonable care and skill in providing our services and in handling your goods. However, our liability is subject to the limitations and exclusions set out in these Terms and Conditions.
9.2 We are not liable for loss or damage arising from your failure to adequately pack, secure, or prepare goods, except where packing services have been separately agreed and carried out by us.
9.3 We are not responsible for normal wear and tear, minor scuffs, or superficial scratches that may occur during handling and transport, provided we have acted with reasonable care.
9.4 We will not be liable for any loss or damage arising from:
a) Goods that are inherently fragile, have pre-existing defects, or are inadequately constructed.
b) Dismantling or reassembly of furniture or equipment carried out by us at your request, where damage occurs due to design, age, or condition of the item.
d) Delay or failure to perform our services due to events beyond our reasonable control, including traffic conditions, accidents, road closures, strikes, or extreme weather.
9.5 Our total liability for loss of or damage to goods, whether arising from negligence or otherwise, shall be limited to a reasonable amount in proportion to the service fee, unless a higher value has been declared and additional cover agreed in writing prior to the service.
9.6 We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress resulting from delay, cancellation, or damage to goods.
9.7 You are encouraged to arrange your own insurance cover for high-value items or for the move as a whole, if you consider the standard level of protection to be insufficient.
10. Claims and Complaints
10.1 If you believe that damage or loss has occurred, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after completion of the service.
10.2 You should provide details of the alleged damage or loss, together with supporting evidence such as photographs, receipts, or inventories. We may inspect the items or request further information before assessing any claim.
10.3 Failure to notify us within a reasonable time may affect our ability to investigate the matter and may limit or exclude our liability.
10.4 We aim to resolve complaints fairly and promptly. If we are unable to reach an agreement, you may pursue your rights through the appropriate legal channels.
11. Access, Parking and Charges
11.1 You must ensure that our vehicle can park legally and safely as close as reasonably possible to the property at both collection and delivery addresses.
11.2 You are responsible for the cost of any parking permits, meter charges, or third-party parking arrangements required to provide the services. Any parking fines or penalties incurred due to incorrect information or failure to obtain appropriate permissions may be charged to you.
11.3 If we are required to carry goods over an unusually long distance, up or down multiple flights of stairs, or through particularly difficult access routes not previously disclosed, we may apply additional charges to reflect the extra time and effort involved.
12. Delays and Waiting Time
12.1 While we will make reasonable efforts to arrive at the agreed time, all arrival and completion times are estimates. We are not liable for delays caused by traffic, accidents, roadworks, or other circumstances beyond our control.
12.2 If we are kept waiting beyond a reasonable grace period at the collection or delivery address due to factors outside our control, we may charge waiting time at our standard hourly rate.
13. Health and Safety
13.1 We reserve the right to refuse to carry out any activity that we consider to be unsafe, unlawful, or likely to cause damage to property or goods.
13.2 Our staff are instructed to follow safe lifting and handling practices. They may decline to move particularly heavy or awkward items if it cannot be done safely with the available equipment and manpower.
14. Personal Data
14.1 We collect and use your personal information for the purpose of providing our services, handling bookings, processing payments, and managing customer relationships.
14.2 We will take reasonable steps to keep your personal information secure and will not sell your details to third parties. We may share information with third parties only where necessary to deliver the services or comply with legal obligations.
15. Variation of Terms
15.1 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 that booking.
15.2 Any changes to the agreed terms for a specific booking must be confirmed by us and cannot be assumed from verbal discussion alone.
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 their subject matter, 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 relating to these Terms and Conditions or the provision of our services.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
18.1 These Terms and Conditions, together with any written quotation or booking confirmation provided by us, constitute the entire agreement between you and us in relation to the services. You acknowledge that you have not relied on any statement, promise, or representation that is not set out in these documents.
18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
