Terms and Conditions for Man With Van Hendon

These Terms and Conditions apply to all services provided by Man With Van Hendon, including domestic moves, furniture transport, item collection, and related moving services. By making a booking, the customer agrees to be bound by the terms set out below. These conditions are designed to create a clear understanding between the customer and the service provider regarding how a booking is arranged, how charges are applied, what obligations each party has, and how liability is handled.

The term Man With Van Hendon in this document refers to the business supplying the van and driver, together with any staff or subcontractors engaged to complete the service. These terms apply whether the service is booked for a single item, multiple items, or a larger relocation. The customer is responsible for reading and understanding these terms before confirming a booking.

By requesting a quote or confirming a job, the customer acknowledges that the service is subject to availability, access conditions, and the accuracy of the information supplied during booking. If any information changes before the moving date, the customer must notify the business as soon as possible so the booking can be reviewed.

Booking Process

All bookings must be made in advance and are subject to acceptance. A booking request may be made by telephone, email, online enquiry, or any other method made available by the business. No booking is confirmed until the service provider has accepted the request and, where required, received a deposit or written confirmation. The customer must provide accurate details about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, stairs, lift availability, and any fragile or unusually heavy items.

Quotes are normally based on the information supplied at the time of enquiry. If the customer provides incomplete or incorrect information, the final price may change to reflect the actual service required. This may include additional labour, waiting time, extra mileage, the need for a larger vehicle, or the handling of items not originally declared. A quote does not guarantee completion of extra work that was not included in the original request, unless the business agrees to it on the day.

The company reserves the right to refuse or amend a booking where the job is unsafe, unlawful, outside the stated scope, or likely to breach parking, access, or weight restrictions. The customer must ensure that items are ready for collection at the agreed time and that someone authorised is present where necessary. If the customer is absent and the job cannot proceed, waiting charges or a failed service fee may apply.

Payments and Charges

Payment terms will be confirmed at the time of booking or before the service begins. The business may require a deposit to secure the date and time, with the balance due on completion unless agreed otherwise in writing. Accepted methods of payment may include bank transfer, card payment, cash, or another method specified by the business. Man With Van Hendon is not obliged to begin work until payment arrangements have been accepted.

Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Estimates are based on the expected duration, labour, and vehicle use. Additional charges may apply for delays caused by the customer, repeated loading and unloading, unsociable hours, congestion, waiting time, carrying items over multiple floors without lift access, or the transport of particularly awkward items. Any additional costs will be explained as soon as reasonably possible.

Invoices, receipts, and payment confirmations may be provided electronically. If a payment is declined, reversed, or not received, the business may suspend further work and recover the outstanding amount. The customer agrees to pay any reasonable costs incurred in recovering overdue sums, including administrative charges and collection expenses where permitted by law.

Cancellations, Amendments, and Delays

The customer may request a cancellation or change to the booking, but any refund or rescheduling decision will depend on the notice given and any costs already incurred. If a booking is cancelled with sufficient notice, a deposit may be refunded in part or in full at the business’s discretion. Where a vehicle, driver, or staff have already been allocated, a cancellation fee may apply. Same-day cancellations or cancellations after arrival may be charged in full or in part, depending on the circumstances.

If the customer requests an amendment to the booking, the business will assess whether the change can be accommodated. Changes to the inventory, route, access arrangements, date, or time may affect the price and availability. The business is under no obligation to accept amendments that materially alter the original job. If a delay occurs because the customer is not ready, access is restricted, or information was incorrect, the business may charge waiting time or rebook the service at a later date.

Where the company must cancel due to circumstances beyond its reasonable control, including vehicle failure, staff illness, severe weather, traffic disruption, or emergency situations, the business will make reasonable efforts to rearrange the service. The customer acknowledges that the provider cannot be held responsible for losses arising from such unavoidable disruption, except where liability cannot legally be excluded.

Customer Responsibilities

Customers must ensure that items are packed securely and are suitable for transport unless the service expressly includes packing or wrapping. Fragile goods, valuables, documents, cash, jewellery, plants, flammable materials, and perishable goods should be disclosed in advance and may be refused if they present risk. The customer is responsible for removing personal data, securing doors and windows, and ensuring that all items handed over for transport are lawfully owned or authorised for movement.

The customer must provide safe and legal access to the collection and delivery points. This includes any required permits, parking permissions, and accurate instructions for loading or unloading. If the route, access point, or parking area prevents the service from being completed safely, the driver may refuse to proceed until conditions improve or alternative arrangements are made. Any costs caused by unsuitable access may be charged to the customer.

The customer should be present, or appoint an authorised representative, to confirm which items are to be moved and to verify delivery. Once items are handed over, the customer accepts that the business may rely on the inventory and instructions provided at the time of collection. The business is not responsible for omissions caused by inaccurate instructions or failure to identify items clearly.

Liability and Insurance

The company will take reasonable care when handling items, but liability is limited to losses directly caused by proven negligence. The business is not responsible for indirect, consequential, or economic losses, including loss of earnings, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

The customer understands that some items are inherently fragile, valuable, or difficult to move safely. Unless the customer declares an item’s value in advance and the business confirms acceptance, any claim for loss or damage may be limited to the standard cover, if any, provided by the service. The business may require evidence of ownership, proof of value, photographs, and details of packaging before considering a claim.

Man With Van Hendon is not liable for damage caused by pre-existing defects, inadequate packing, normal wear and tear, hidden structural weakness, or items that were already unstable before handling. The business is also not liable where damage results from the customer’s instructions, the customer’s own handling of the item, or the decision to move an item despite a warning that it may be unsafe.

Waste, Disposal, and Environmental Compliance

Where the service includes removal of unwanted items, the customer must clearly state whether objects are to be transported, stored temporarily, donated, recycled, or disposed of. The business will only remove waste where it is lawful to do so and where any required waste carrier arrangements are in place. The customer must not use the service to dispose of hazardous, regulated, or prohibited materials unless expressly agreed in writing and lawfully permissible.

The customer is responsible for ensuring that all waste handed over is correctly described. This includes electrical items, mattresses, furniture, garden waste, construction debris, and mixed rubbish. The business may refuse waste that is contaminated, unsafe, or not suitable for transport. Any disposal service may be charged separately, and additional fees may apply where waste must be sorted, loaded manually, or taken to an authorised facility.

The customer agrees not to include items that require specialist treatment under applicable waste regulations unless the company has agreed in advance and can lawfully manage them. This includes asbestos, chemicals, paints, solvents, oils, clinical waste, gas cylinders, batteries in large quantities, or any item classified as hazardous. If prohibited waste is discovered after loading begins, the business may stop work and charge the customer for time and costs already incurred. The customer may also be responsible for any losses, fines, or compliance costs arising from false declarations.

Property, Access, and Damage to Premises

The customer must take reasonable steps to protect floors, walls, staircases, lifts, doors, and fixtures at both collection and delivery properties. Where possible, the business may use protective covers or blankets, but this does not transfer responsibility for weak surfaces, unsecured fittings, or pre-existing damage. If the customer requires special protection measures, these should be requested in advance and may incur an additional charge.

Movers may need to disassemble and reassemble items only if this has been agreed beforehand. The business is not responsible for damage caused by manufacturer defects, poor assembly, or missing fixings. The customer should ensure that pathways are clear and that any delicate fittings, television brackets, picture hangings, or loose objects are removed before the service begins.

If access requires the use of lifts, shared hallways, restricted loading bays, or time-limited parking, the customer must arrange any necessary permissions. Delays caused by third-party building management, security staff, or neighbours are outside the control of the business. Where access conditions change unexpectedly, the service may be delayed, modified, or cancelled, with additional charges applying where appropriate.

Claims, Complaints, and Disputes

Any complaint about the service should be raised as soon as reasonably possible after the event so that the matter can be investigated. The customer must provide a clear description of the issue, supporting photographs where relevant, and any other information reasonably requested. The business may inspect the alleged damage or request evidence before accepting liability. Failure to notify the company within a reasonable period may affect the ability to investigate the claim.

Where a valid claim is established, the business may choose to repair, replace, or compensate for the affected item, up to the extent of the liability accepted under these terms and any applicable insurance. The business is not required to provide a replacement that is new for old unless legally obliged to do so. Settlement of a claim does not constitute an admission of broader liability.

If a dispute cannot be resolved informally, the parties should attempt to reach a fair outcome through written correspondence and, where appropriate, alternative dispute resolution. However, the business retains the right to defend any unfounded or excessive claim and to rely on all lawful limitations and exclusions set out in these terms.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services provided by Man With Van Hendon will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction applies by mandatory law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

The failure of the business to enforce any right or provision at any time does not amount to a waiver of that right or provision. These terms constitute the entire agreement between the parties in relation to the service, unless expressly varied in writing. In the event of inconsistency between these terms and a written quotation or booking confirmation, the written confirmation will prevail to the extent of the inconsistency.

By proceeding with a booking, the customer confirms that they have authority to agree to these terms on behalf of any third party for whom the service is arranged and that they accept responsibility for payment, accuracy of information, and compliance with all applicable requirements.