Man With a Van Tolworth Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Tolworth provides transport, removal and related services to customers. 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 or business making the booking or on whose behalf the booking is made.

We, us, our means Man With a Van Tolworth.

Services means any man and van, removal, delivery, collection, transport, loading, unloading, or related services we agree to provide.

Goods means any items, property, furniture, equipment, personal effects, or materials transported or handled by us in connection with the Services.

Contract means the legally binding agreement between you and us for the provision of Services, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van, small removal and transport services primarily within Tolworth and surrounding areas, as well as to destinations across the UK where agreed. The exact scope of the Services, including the collection and delivery addresses, type and quantity of Goods, number of staff, vehicle size, date, time, and any additional tasks such as packing or furniture assembly, will be confirmed at the time of booking.

We reserve the right to refuse to carry any Goods that we reasonably consider to be unsafe, illegal, hazardous, insufficiently packaged, or outside the agreed scope of Services.

3. Booking Process

3.1 You may request a quotation for our Services by providing accurate details about your requirements, including addresses, access details, approximate inventory, preferred dates and times, and any special instructions.

3.2 Quotations are based on the information you provide and the services requested. If that information is incomplete or inaccurate, or if the scope of work changes, we may amend or withdraw the quotation and adjust the price accordingly.

3.3 A Contract is formed when you confirm your acceptance of our quotation and we confirm the booking. Confirmation may be given verbally or in writing. We reserve the right to decline any booking at our discretion.

3.4 You are responsible for ensuring that all details in the booking confirmation are correct. If there are any errors, you must inform us as soon as possible.

3.5 Any estimated timings for arrival, loading, transit, or completion are provided in good faith but are not guaranteed, as they may be affected by traffic, access, weather, or other factors beyond our control.

4. Customer Responsibilities

4.1 You must ensure that you or an authorised representative is present at the collection and delivery addresses to supervise the work, provide instructions where necessary, and sign any job sheets or confirmations.

4.2 You are responsible for:

Providing accurate information about the volume, nature and value of the Goods.

Ensuring that Goods are properly packed and prepared for transport, unless we have agreed to provide packing services.

Ensuring adequate access to and from the property, including reserving parking where possible and complying with any local restrictions.

Obtaining any permits, permissions or consents required for loading, unloading or parking.

Protecting floors, walls, and fixtures where necessary, particularly in communal or shared areas.

4.3 You must not ask our staff to do anything that is unsafe, illegal or likely to damage property or Goods. We may decline to carry out any task that we reasonably believe presents a risk to safety or property.

5. Payments and Charges

5.1 Our charges may be based on an hourly rate, a fixed price, or a combination of both, as specified in the quotation or booking confirmation.

5.2 Unless agreed otherwise, payment is due on completion of the job on the same day the Services are provided. For some bookings, we may require a deposit or full payment in advance to secure the date and time.

5.3 We reserve the right to refuse to start or continue work if payment or a required deposit has not been made in accordance with the agreed terms.

5.4 If the duration of the job exceeds the time allowed in the quotation or booking, additional time will be charged at the applicable hourly rate, subject to any minimum increments stated in the quotation.

5.5 Additional charges may apply for:

Waiting time caused by delays outside our control, such as waiting for keys, paperwork, or access.

Difficult access, such as long carrying distances, excessive stairs, or lack of lift access where this was not disclosed.

Additional Goods or services not originally included in the quotation.

Work carried out outside normal working hours where not previously agreed.

5.6 If you fail to make payment when due, we may charge interest on the overdue amount at the statutory rate, together with any reasonable costs incurred in recovering the debt.

6. Cancellations and Changes

6.1 If you need to cancel or amend your booking, you must notify us as soon as possible.

6.2 We may apply the following cancellation charges, based on the notice you provide before the agreed start time:

More than 72 hours: no cancellation charge, and any deposit may be refunded or transferred at our discretion.

Between 24 and 72 hours: we may retain all or part of any deposit or charge up to 50 percent of the quoted price.

Less than 24 hours or no notice: we may charge up to 100 percent of the quoted price.

6.3 If you wish to reschedule, we will try to accommodate your request subject to availability. We may treat rescheduling at short notice as a cancellation and rebooking, and apply charges accordingly.

6.4 We may cancel or postpone the Services if:

You fail to provide necessary information or instructions.

Payment or deposit is not received by the agreed time.

We reasonably consider the job to be unsafe or significantly different from the original description.

Events beyond our control, such as severe weather, road closures, accidents, breakdowns, or illness, make it impractical to perform the Services.

6.5 If we cancel the Services for reasons within our control, and you have already paid for the Services, we will refund the amount paid for the cancelled work as your sole remedy, unless otherwise required by law.

7. Goods We Will Not Transport

7.1 We will not knowingly carry any of the following without prior written agreement:

Hazardous, flammable, explosive or corrosive materials.

Illegal goods, stolen property, drugs or items in unlawful possession.

Cash, precious metals, jewellery, watches or similar high-value items.

Irreplaceable documents, deeds, securities or valuable collections.

Animals, plants requiring special conditions, or perishable food.

7.2 If we discover prohibited items among your Goods without prior agreement, we may refuse to transport them, and we shall not be liable for any loss or costs arising from that refusal.

8. Liability for Loss or Damage

8.1 We will exercise reasonable care and skill in providing the Services. However, our liability for loss or damage to Goods or property is subject to the limitations set out in this section.

8.2 We are not liable for:

Loss or damage arising from your failure to pack items securely or adequately, unless we have undertaken packing.

Pre-existing damage or wear and tear.

Damage to furniture or Goods that require disassembly or reassembly, where such work is carried out at your request but the furniture is not designed to be dismantled or has been previously assembled incorrectly.

Damage resulting from handling Goods that are inherently fragile, insecure, or of poor structural condition.

Loss or damage caused by circumstances beyond our reasonable control, including but not limited to accidents caused by third parties, road closures, or severe weather.

Indirect or consequential loss, including loss of profit, revenue, opportunity or enjoyment.

8.3 You must inspect the Goods and property as soon as reasonably possible following completion of the Services. Any visible loss or damage believed to be caused by us must be reported to us in writing within 48 hours of completion of the job. For non-visible loss or damage, you must notify us as soon as reasonably possible and in any event within 7 days.

8.4 Where we are found to be legally liable for loss of or damage to Goods, our liability shall be limited to a fair and reasonable cost of repair or replacement, taking into account age, condition and depreciation, and shall not exceed a reasonable cap proportionate to the charges paid for the Services, except where a higher level of cover has been agreed in writing.

8.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited by law.

9. Parking, Fines and Access Issues

9.1 You are responsible for ensuring that suitable parking is available as close as reasonably possible to the collection and delivery addresses. This includes arranging permits or permissions where required.

9.2 If our vehicle receives a parking ticket or fine as a direct result of inadequate or unlawful parking instructions given by you or your representative, we may charge you the full amount of the fine and any associated administrative costs.

9.3 We are not responsible for delays or additional costs arising from inadequate access, such as blocked driveways, height restrictions, roadworks, or lack of lift access where these were not disclosed at the time of booking.

10. Waste Regulations and Disposal

10.1 We operate in compliance with UK waste management and duty of care regulations. We are not a general waste disposal company and we only remove waste or unwanted items where this has been agreed as part of the Services.

10.2 Any request for removal of items for disposal must be clearly communicated in advance. We reserve the right to refuse to take items that are hazardous, restricted, require specialist handling, or would breach waste regulations.

10.3 Where we agree to remove items for disposal, we will transfer them to an appropriate, lawful facility or recycler as required by law. Additional charges may apply for disposal services, which will be notified to you in advance where possible.

10.4 You are responsible for ensuring that any items you ask us to remove and dispose of are your property to dispose of and that no third-party consents are required. You will indemnify us against any claim that arises from unauthorised disposal of items on your instruction.

11. Delays Beyond Our Control

11.1 We will use reasonable efforts to carry out the Services on the agreed date and within the estimated time. However, we are not liable for delays or failures caused by circumstances beyond our reasonable control.

11.2 Such circumstances may include, but are not limited to, traffic congestion, accidents, road closures, extreme weather, breakdowns, industrial action, public events, or unforeseen access problems.

11.3 In such circumstances, we may adjust the timing of the Services, rearrange the booking, or, if necessary, cancel the Services. Our liability will be limited to refunding any amounts paid for Services not performed, where appropriate.

12. Insurance

12.1 We maintain insurance cover appropriate to the nature of our man and van and removal operations. Details of our cover can be provided on request.

12.2 Our insurance does not replace your own contents or business insurance. You are encouraged to ensure that your own insurance policies provide adequate cover for the Goods during loading, transit and unloading.

13. Complaints

13.1 If you are dissatisfied with any aspect of the Services, you should raise the issue with our driver or representative at the earliest opportunity so that we can attempt to resolve the matter on the day.

13.2 If the issue is not resolved, you should submit a detailed written complaint as soon as reasonably possible, including your booking details, a description of the problem, and any supporting evidence.

13.3 We will investigate your complaint and respond within a reasonable time. We may request further information or evidence to help us assess the matter.

14. Data Protection and Privacy

14.1 We will collect and process personal information such as your name, address and contact details for the purpose of providing our Services, managing bookings, taking payment and handling any queries or complaints.

14.2 We will only use your personal information in accordance with applicable data protection laws and our privacy practices. We will not sell your personal data to third parties.

15. Variation of Terms

15.1 We may update or vary these Terms and Conditions from time to time. The version in force at the time of your booking will form part of your Contract with us.

15.2 Any variation to these Terms and Conditions requested by you will only be effective if agreed by us in writing.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Contract between you and us are governed by and interpreted in accordance with the laws of England and Wales.

16.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Services, or the Contract, including any non-contractual disputes or claims.

By making a booking or using the Services of Man With a Van Tolworth, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.