Terms and Conditions
Terms and Conditions for Man With Van Services in Walthamstow
These Terms and Conditions set out the basis on which we provide man with van and related removal services in Walthamstow and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company requesting or paying for the services.
Services means any man with van, removals, transportation, loading, unloading, packing assistance, or other related services that we agree to provide.
Vehicle means any van or other transport used by us in the provision of the services.
Goods means the items, belongings, furniture, equipment, or materials that the Customer asks us to transport, move, handle, or dispose of.
Contract means the agreement between the Customer and us for the supply of services, incorporating these Terms and Conditions.
2. Scope of Services
We provide man with van services for domestic and commercial customers, including collection, transportation, and delivery of goods. Services may include house moves, flat moves, office moves, single item transport, small removals, and related loading and unloading within our operating area, which includes Walthamstow and nearby districts.
Unless otherwise agreed in writing, we do not provide professional packing, dismantling, reassembling, installation of appliances, or specialist removal of high-value, fragile, or regulated items. Any additional tasks requested on the day are subject to our agreement and may incur extra charges.
3. Booking Process
3.1 Bookings can be made by contacting us with details of the required services, including the collection and delivery addresses, nature and quantity of goods, access information, and preferred dates and times.
3.2 At the time of enquiry, we may provide an estimate based on the information given. This estimate is not a fixed quote and may be adjusted if the actual work differs from the description provided.
3.3 A booking is only confirmed once we have accepted the job and the Customer has agreed to the estimated charges and these Terms and Conditions. We reserve the right to refuse or cancel any booking at our discretion.
3.4 The Customer is responsible for providing accurate and complete information regarding property type, floor levels, presence of lifts, parking restrictions, size and weight of items, and any access issues such as narrow stairways, low ceilings, limited vehicle access, or congestion restrictions.
3.5 If, upon arrival, the actual requirements differ from those described at the time of booking, we may adjust the price, amend the service, or decline to proceed if it is unsafe, unlawful, or impractical.
4. Pricing and Payment
4.1 Prices may be charged on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking. Time-based charges are calculated from the agreed start time or the time we arrive at the collection address, whichever is earlier, and continue until completion of the job.
4.2 Additional charges may apply for:
a. Waiting time caused by delays not attributable to us, such as keys not being available, loading restrictions, or incomplete packing.
b. Extra labour or additional porters where the Customer requests help beyond the originally agreed service.
c. Extended travel, tolls, congestion charges, parking charges, and any fines incurred due to the Customer's instructions or failure to arrange lawful parking.
d. Handling large, heavy, or awkward items that were not disclosed at the time of booking.
4.3 Payment terms will be confirmed at the time of booking. We may require a deposit in advance to secure the booking, with the balance due before unloading or immediately upon completion of the services.
4.4 We accept payment by the methods notified to the Customer at the time of booking. All payments must be made in full without set-off, deduction, or counterclaim.
4.5 If payment is not received when due, we reserve the right to withhold delivery of the goods, retain possession of items until payment is made in full, and charge reasonable late payment fees or interest as permitted by law.
5. Customer Responsibilities
5.1 The Customer must ensure that all goods are packed securely and appropriately for transport, unless packing services have been expressly agreed as part of the contract.
5.2 The Customer must ensure that any furniture or appliances that need to be dismantled are dismantled before our arrival, unless we have agreed to provide this service. All appliances must be disconnected, drained, and made safe in accordance with manufacturer guidelines.
5.3 The Customer must arrange suitable parking and any necessary permits for the Vehicle at both collection and delivery addresses. Any penalties, clamping, or towing charges arising from inadequate parking arrangements or instructions from the Customer may be charged to the Customer.
5.4 The Customer must ensure that there is clear and safe access to the property and premises, including hallways, staircases, lifts, and entrances. The Customer must advise us in advance of any restrictions, hazards, or risks that may affect the safe handling of goods or the safety of our staff.
5.5 The Customer or an authorised representative must be present at the collection and delivery addresses to provide access, give instructions, and sign any relevant documentation. If no representative is present, we will use our reasonable judgment in carrying out the services, and our decision will be final in any dispute regarding the condition or placement of goods.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or change a booking, they must notify us as soon as possible.
6.2 We reserve the right to charge a cancellation fee where a booking is cancelled within a reasonable period before the scheduled start time. The level of the fee will depend on the notice given and any costs already incurred, such as lost bookings or staff allocation.
6.3 If the Customer cancels on the day of the booking, fails to be present at the agreed time, or fails to provide access to the premises, we may charge up to the full estimated cost of the service.
6.4 If we need to cancel or reschedule a booking due to circumstances beyond our reasonable control, such as severe weather, traffic accidents, vehicle breakdown, staff illness, or other events, we will notify the Customer as soon as practicable and offer an alternative date or time. We will not be liable for any indirect or consequential loss arising from such cancellation or delay.
7. Items Not Accepted for Transport
7.1 Unless expressly agreed in writing, we do not accept for transport:
a. Explosive, dangerous, flammable, or hazardous materials, including gas cylinders, petrol, paint, chemicals, or solvents.
b. Illegal items or goods obtained unlawfully.
c. Perishable or refrigerated goods.
d. Live animals, plants, or any living organisms.
e. Cash, precious metals, jewellery, high-value artworks, or other items of exceptional value.
7.2 If such items are transported without our knowledge, we will have no liability for loss, damage, or delay and may remove or dispose of them in accordance with applicable law. The Customer will be responsible for any costs, damages, or claims resulting from transporting prohibited items.
8. Liability for Loss or Damage
8.1 We will exercise reasonable care and skill in handling, loading, transporting, and unloading the goods. However, our liability is subject to the limits set out in this section.
8.2 We will not be liable for loss or damage arising from:
a. Goods that were not properly packed by the Customer.
b. Normal wear and tear, scratching, scuffing, or minor dents that may occur during transport, particularly to assembled flat-pack furniture, unprotected surfaces, or pre-existing fragile items.
c. Inherent defects, weaknesses, or pre-existing damage in the goods, including the natural deterioration of materials.
d. Disassembly, reassembly, or installation of any item unless expressly agreed as part of the services.
e. Events beyond our reasonable control such as extreme weather, accidents caused by third parties, road closures, or criminal acts by persons not under our control.
8.3 Our liability for loss or damage to goods, where we are found to be at fault, will be limited to a reasonable sum based on the value of the affected items and the charges paid for the services, subject to any statutory rights you may have as a consumer.
8.4 We will not be liable for indirect or consequential losses, including loss of profit, loss of use, loss of opportunity, or emotional distress, arising from delay, damage, or loss, except where such liability cannot be excluded by law.
8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible, and in any event within a reasonable period after completion of the services. The Customer must provide evidence of the loss or damage and cooperate with any investigation.
9. Time Limits and Delays
9.1 While we will use reasonable efforts to arrive and complete the services within agreed timescales, all arrival and completion times are estimates only and are not guaranteed.
9.2 We are not liable for delays caused by traffic, roadworks, adverse weather, accidents, vehicle breakdown, or other events outside our reasonable control. In such circumstances, we will keep the Customer informed and complete the services as soon as reasonably possible.
9.3 The Customer is responsible for arranging access times with landlords, estate agents, building management, or other third parties. We are not responsible for delays or extra costs arising from restricted access to the property.
10. Waste and Disposal Regulations
10.1 We operate in accordance with applicable waste and environmental regulations. We are not a general waste collection service and will only remove items that fall within the scope of our services and any relevant licences we hold.
10.2 Where we agree to remove unwanted items, furniture, or materials for disposal or recycling, the Customer confirms that they have the right to dispose of those items and that they do not contain hazardous or prohibited waste.
10.3 We will only dispose of items at authorised sites or through lawful channels. The Customer must not request or require us to dispose of waste illegally, such as fly-tipping or dumping.
10.4 Charges may apply for the disposal of certain items, including bulky waste, electrical goods, mattresses, or items requiring special treatment. These costs will either be included in the quote or agreed separately with the Customer.
10.5 If the Customer provides false or incomplete information about items for disposal, resulting in additional costs, fines, or regulatory issues, the Customer will be responsible for those costs and any associated liabilities.
11. Insurance
11.1 We maintain appropriate insurance cover for our operations as required by law. Details of our insurance and any applicable limits can be provided on request.
11.2 It is the Customer's responsibility to ensure that their own contents or business insurance covers their goods during removal and transit, especially for high-value items. We strongly recommend that Customers obtain additional insurance cover if the standard limits do not meet their requirements.
12. Complaints
12.1 If the Customer is dissatisfied with any aspect of the services, they should inform us as soon as possible so that we have an opportunity to resolve the issue.
12.2 Complaints relating to loss or damage to goods must be raised within a reasonable time after the services have been completed, and the Customer must provide all relevant details and evidence.
12.3 We will investigate all complaints promptly and work with the Customer to reach a fair resolution in accordance with these Terms and Conditions and applicable law.
13. Data Protection and Privacy
13.1 We will collect and process personal information about the Customer only to the extent necessary to provide the services, manage bookings, handle payments, and comply with legal obligations.
13.2 We will take reasonable steps to keep personal information secure and will not share it with third parties except where required to deliver the services, process payments, or comply with the law.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with the services or the Contract shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
15.2 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.
15.3 These Terms and Conditions, together with any written confirmation of the booking, constitute the entire agreement between the Customer and us in relation to the services and supersede any previous understandings or representations.
15.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of the booking will apply to the Contract for those services.
