Man with Van Hendon Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Hendon 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 expressions have the meanings set out below:
Customer means the person, firm, or company who requests or uses our services.
Company means Man with Van Hendon, the provider of the removal and related services.
Services means any removal, transportation, loading, unloading, packing, unpacking, or related services provided by the Company.
Goods means all items, personal belongings, furniture, equipment, or materials that are the subject of the Services.
Contract means the agreement between the Customer and the Company for the provision of Services, governed by these Terms and Conditions.
2. Scope of Services
The Company provides man and van and removal services, including collection, transportation, and delivery of Goods. Services may also include assistance with loading, unloading, and basic positioning of items at the destination address, as agreed at the time of booking.
The Company does not provide specialist services such as professional dismantling or reassembly of complex furniture or appliances, disconnecting or reconnecting gas, electric, or plumbing installations, or handling of items requiring special licences or permits, unless expressly agreed in writing before the booking is confirmed.
Any estimate or quote provided by the Company is based on the information supplied by the Customer and applies only to the journey, locations, and conditions described at the time of booking.
3. Booking Process
Bookings must be made directly with the Company using our accepted booking channels. The Customer is responsible for providing accurate and complete information when requesting a quote and confirming a booking. This includes, but is not limited to, the collection and delivery addresses, access details, property type, number of floors, presence of lifts, approximate volume or list of Goods, and any special handling requirements.
The Company will confirm acceptance of a booking and provide details of the agreed date, time, and charges. A binding Contract is formed when the Customer accepts the quote and the Company confirms the booking. The Company may, at its discretion, request a deposit or prepayment to secure the booking.
The Customer must notify the Company as soon as possible of any changes to the booking details. The Company reserves the right to adjust the price or decline the amended booking if the changes are substantial or affect the nature or duration of the Services.
4. Access, Parking, and Customer Responsibilities
The Customer is responsible for ensuring that suitable access and parking arrangements are available at both the collection and delivery addresses. This includes complying with local parking regulations, obtaining any necessary permits, and covering any parking charges or penalties incurred as a result of instructions given by the Customer.
The Customer must ensure that the Goods are ready for collection at the agreed time, properly packed and prepared for transport unless packing services have been expressly agreed. Items should be packed in suitable containers, labelled where necessary, and fragile or valuable items should be appropriately protected.
The Customer or a responsible representative must be present at both the collection and delivery addresses to provide access, instructions, and confirmation of completion. If no one is available to provide access at the agreed time, waiting time or additional charges may apply, or the Company may treat the booking as cancelled and apply the relevant cancellation charges.
5. Payments and Charges
Charges for the Services will be as quoted by the Company to the Customer at the time of booking. Quotes may be based on an hourly rate, a fixed fee, or a combination, and will take into account factors such as distance, estimated time, volume of Goods, and any additional labour required.
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move. The Company accepts payment methods as advised at the time of booking. The Customer must ensure that payment can be made promptly upon completion.
If payment is not made when due, the Company reserves the right to charge interest on overdue amounts, to withhold delivery of Goods until payment is received, or to retain Goods under a lien until all outstanding sums are paid in full. Any collection costs, legal fees, or administrative charges incurred due to late or non-payment may be added to the outstanding balance.
The Company may request a deposit or full prepayment for certain bookings, such as larger moves, long-distance journeys, or services scheduled during peak periods. Any such requirement will be communicated before the booking is confirmed.
6. Cancellations and Amendments
The Customer may cancel or amend a booking by notifying the Company using an accepted communication method. Cancellations or major changes must be made within a reasonable time before the scheduled start of the Services.
If the Customer cancels more than 48 hours before the scheduled start time, the Company will usually not charge a cancellation fee, although any non-refundable third-party costs already incurred may be charged. If the Customer cancels within 24 to 48 hours of the scheduled start time, the Company may charge up to 50 percent of the quoted price. For cancellations made within 24 hours, the Company reserves the right to charge up to 100 percent of the quoted price, taking into account the likelihood of rebooking the slot.
Amendments that significantly change the distance, time required, or volume of Goods may result in a revised quote. If the Customer does not accept the revised quote, the amendment may be treated as a cancellation, and the relevant cancellation charges may apply.
The Company may cancel or reschedule the Services due to events beyond its reasonable control, including severe weather, vehicle breakdown, illness, road closures, accidents, or other circumstances that make it unsafe or impracticable to carry out the Services. In such cases, the Company will aim to provide as much notice as reasonably possible and will offer an alternative date or a refund of any prepayments for Services not provided. The Company is not liable for any indirect losses arising from such cancellations.
7. Customer Warranties and Excluded Items
The Customer warrants that they are the owner of the Goods or are otherwise authorised to arrange their removal and transport. The Customer agrees to indemnify the Company against any claim by a third party alleging ownership or other rights in respect of the Goods.
The Customer must not include in the Goods any items that are hazardous, illegal, explosive, corrosive, flammable, perishable to an unreasonable degree, or otherwise unsuitable for transport. This includes, without limitation, gas cylinders, petrol or diesel, paints, solvents, fireworks, firearms, illegal substances, live animals, and items requiring specific licences or special handling that has not been agreed in advance.
The Company may refuse to handle or transport any item that it reasonably considers to be unsafe, unlawful, or not properly declared. If such items are discovered during the provision of the Services, the Company may remove or refuse to transport them and may terminate the Contract without further liability, while retaining the right to be paid for work already carried out.
8. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services and handling the Goods. However, the Company’s liability is subject to the limitations set out in this section.
The Company will not be liable for any loss, damage, or delay arising from circumstances beyond its reasonable control, including but not limited to adverse weather conditions, road closures, traffic congestion, mechanical breakdowns that could not reasonably have been prevented, or actions of third parties.
The Company’s liability for loss of or damage to Goods, where such loss or damage is directly caused by the Company’s negligence or breach of Contract, shall be limited to a reasonable repair or replacement cost, taking into account the age and condition of the Goods. The Company may, at its discretion, request evidence of value or proof of purchase.
The Company will not be liable for loss of or damage to:
Items packed by the Customer where damage is due to inadequate or unsuitable packing.
Fragile or delicate items such as glass, china, artwork, or electronics, unless properly packed and protected and specifically notified to the Company before the move.
Cash, jewellery, watches, precious metals, important documents, or other valuables, as such items should not be included within the Goods for standard removal services.
Indirect or consequential losses such as loss of profit, loss of use, emotional distress, or loss due to delay, unless required by law.
The Customer must inspect the Goods on completion of the Services and report any visible loss or damage to the Company before the team leaves the delivery address, or as soon as reasonably practicable and in any event within 48 hours of completion. Failure to notify the Company within this period may affect the ability to investigate or process any claim.
9. Time Estimates and Delays
Any times given for arrival or completion are estimates only. While the Company will use reasonable efforts to adhere to agreed times, schedules may be affected by traffic, weather, access issues, and other factors outside the Company’s direct control.
The Company is not liable for losses arising from delay or failure to start or complete the Services at a particular time, unless such delay is directly and solely caused by the Company’s negligence and was reasonably foreseeable at the time of booking. Customers are advised not to schedule critical appointments or commitments immediately after the estimated completion time of the move.
10. Waste, Disposal, and Environmental Regulations
The Company operates in accordance with applicable waste and environmental regulations. The Services do not automatically include waste disposal or removal of unwanted items unless explicitly agreed as part of the booking.
Where waste removal or disposal of items is agreed, the Customer confirms that they have the right to dispose of such items and that the items are not hazardous or restricted waste. The Company will handle such items in compliance with relevant regulations and may refuse to remove any materials that are unsafe, illegal, or not properly described at the time of booking.
The Customer is responsible for ensuring that no prohibited waste is presented for collection as part of the Services. The Company may charge additional fees for the handling and lawful disposal of any items that are discovered to be unsuitable or misdescribed, or may decline to take them.
11. Insurance
The Company seeks to operate with appropriate levels of insurance cover in line with industry practice. Details of available cover or any optional additional protection may be provided upon request. The Customer remains responsible for ensuring that they hold any additional insurance they consider necessary, particularly for high-value or irreplaceable items.
Any claim purported to be covered by insurance must follow the procedures prescribed by the relevant insurer. The Company may request supporting documentation, photographs, or other reasonable evidence in order to process a claim.
12. Complaints and Disputes
The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and resolved.
Most concerns can be addressed informally. If a matter cannot be resolved promptly, the parties will each use reasonable efforts to engage in good faith discussions to resolve the dispute before considering formal action.
13. Data Protection and Privacy
The Company will collect and process personal information provided by the Customer for the purposes of managing bookings, delivering the Services, handling payments, and dealing with any queries or claims. Personal data will be handled in accordance with applicable data protection laws and used only for legitimate business purposes.
The Customer is responsible for ensuring that any personal data contained within the Goods, such as documents or digital media, is adequately protected and backed up. The Company is not liable for loss of data stored on devices or media as a result of physical loss or damage to such items, except where required by law.
14. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with the Services or the Contract, whether in contract, tort, or otherwise, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising in connection with these Terms and Conditions or their subject matter, without prejudice to any rights of consumers to bring claims in the courts of their country of residence where such rights cannot be excluded by law.
15. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
The Contract is between the Customer and the Company. No other person shall have any rights to enforce any of its terms under applicable legislation regarding third party rights, except as expressly stated otherwise.
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract. Customers are encouraged to review the latest version of the Terms and Conditions before making a new booking.
