Man with Van Marylebone Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Marylebone provides transport, removal and related services to customers within its service area. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your reservation.

1. Definitions

In these Terms and Conditions the following expressions have the meanings set out below:

1.1 Customer means the individual, business or organisation that places a booking for services.

1.2 Company means the provider trading as Man with Van Marylebone offering man and van, removals and related services.

1.3 Services means any transport, loading, unloading, packing assistance, removal, delivery, collection or related service provided by the Company.

1.4 Vehicle means any van or other vehicle used by the Company to provide the Services.

1.5 Service Location means any collection address, delivery address, or other place where the Services are to be carried out within the Company service area.

1.6 Booking means an agreement between the Customer and the Company for the provision of Services on a specified date and time.

2. Scope of Services

2.1 The Company provides man and van services, including local and regional removals, small house moves, flat moves, student moves, furniture transport, and light commercial deliveries.

2.2 The Services are limited to the tasks expressly agreed at the time of booking. Any additional tasks requested on the day will be subject to availability and may incur additional charges.

2.3 The Company does not undertake professional packing or specialist removal services unless expressly agreed in advance.

2.4 The Company reserves the right to refuse to transport any item that, in its reasonable opinion, is unsafe, illegal, excessively heavy, fragile without adequate protection, or may cause damage to the Vehicle or other goods.

3. Booking Process

3.1 Bookings must be made directly with the Company through its accepted booking channels. A booking is not confirmed until it has been expressly accepted by the Company.

3.2 When placing a booking, the Customer must provide accurate and complete information, including:

a) Collection and delivery addresses and any access restrictions.

b) The date and preferred time of the move or transport.

c) A clear and honest description of the items to be moved, including any bulky, heavy or fragile items.

d) Details of stairs, lifts, parking restrictions, and any other factors that may affect the Services.

3.3 The Company will provide an estimated price based on the information supplied by the Customer. If the information provided is incomplete or inaccurate, the Company reserves the right to amend the quotation or charge additional fees.

3.4 The Customer is responsible for ensuring that all necessary parking permits or permissions are obtained for the Vehicle at each Service Location, unless otherwise agreed in advance.

3.5 The Company may request a deposit or full prepayment to secure a booking. The amount and timing of any payment will be confirmed at the time of booking.

4. Pricing and Payments

4.1 Prices may be based on hourly rates, fixed quotations, distance, or a combination of these, as specified at the time of booking.

4.2 The minimum charge, billing increments, and any additional fees will be communicated to the Customer before confirmation of the booking.

4.3 Additional charges may apply in the following circumstances:

a) Waiting time beyond any grace period agreed.

b) Extra labour required beyond the number of helpers booked.

c) Additional items or journeys not included in the original booking.

d) Delays caused by inaccurate information, inadequate access, or failure by the Customer to be present at the agreed time.

4.4 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. For longer or higher value jobs, the Company may require part or full payment in advance.

4.5 The Company accepts payment by the methods indicated during the booking process. The Customer must ensure that payment details provided are valid and that sufficient funds are available.

4.6 If payment is not made when due, the Company reserves the right to levy reasonable administration charges and interest in line with applicable UK law.

5. Cancellations and Amendments

5.1 The Customer may cancel or amend a booking by giving notice to the Company through the same method used to make the booking or by any other method agreed by the Company.

5.2 The following cancellation terms will normally apply, unless otherwise specified at the time of booking:

a) Cancellations made more than 48 hours before the agreed start time may be made without a cancellation fee, and any deposit paid may be refunded or credited at the Company discretion.

b) Cancellations made between 24 and 48 hours before the agreed start time may incur a cancellation fee up to a reasonable percentage of the quoted price or may result in forfeiture of any deposit paid.

c) Cancellations made less than 24 hours before the agreed start time may be charged at up to the full quoted price, at the Company discretion.

5.3 If the Customer wishes to amend the date, time, Service Location or scope of the Services, the Company will use reasonable efforts to accommodate the request, subject to availability. Amendments may result in a revised quotation and additional charges.

5.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, Vehicle breakdown, illness, accidents, or public emergencies. In such cases, the Company will offer an alternative appointment or a refund of any prepayments, but will not be liable for consequential losses.

6. Customer Responsibilities

6.1 The Customer is responsible for:

a) Packing and protecting all items adequately, unless packing services are expressly agreed.

b) Ensuring that all items to be transported are ready for collection at the agreed time.

c) Supervising the loading and unloading where necessary and checking that all intended items are taken and delivered.

d) Removing all personal documents, money, jewellery and other valuables from items to be moved.

e) Ensuring that access at all Service Locations is safe, clear and suitable for the Vehicle and crew.

f) Complying with all relevant property rules and restrictions at the Service Locations.

6.2 The Customer must not ask the Company staff to carry out any work that is dangerous, illegal, or outside the normal scope of a man and van or removal service.

6.3 If the Customer is not present at a Service Location, the Company will rely on any instructions provided in advance. In such cases, the Company liability may be limited in respect of items not properly checked or verified by the Customer at the time of loading or unloading.

7. Access, Parking and Delays

7.1 The Customer must ensure that suitable parking is available for the Vehicle as close as reasonably possible to each Service Location. Any parking charges or penalties incurred due to inaccurate information or lack of arrangements may be added to the final invoice.

7.2 The Customer must inform the Company in advance of any access issues such as narrow roads, low bridges, weight restrictions, height restrictions, or internal obstacles including tight staircases or limited lift access.

7.3 The Company is not liable for delays caused by traffic, road closures, accidents, or events beyond its control. The Company will use reasonable efforts to keep the Customer informed and to minimise disruption.

7.4 If significant delays occur due to circumstances within the Customer control, including but not limited to lack of access, incomplete packing, or absence of the Customer, waiting time may be charged at the prevailing hourly rate.

8. Liability and Insurance

8.1 The Company will exercise reasonable care and skill in handling, loading, securing, transporting and unloading the Customer goods.

8.2 The Company liability for loss of or damage to goods is limited to a reasonable amount, having regard to the nature and value of the items and the charges paid for the Services, unless a higher level of cover is expressly agreed in writing.

8.3 The Company will not be liable for:

a) Loss or damage arising from inadequate packing or protection by the Customer.

b) Loss or damage to items made of fragile or easily damaged materials, including glass, ceramics, stoneware, or items with pre-existing defects.

c) Loss or damage to items of exceptional value such as jewellery, watches, precious metals, cash, artworks, antiques, collections, or important documents, whether or not the Company has been informed of their presence.

d) Loss or damage caused by fair wear and tear, atmospheric or climatic conditions, or inherent defects in the goods.

e) Indirect or consequential loss, including loss of profit, revenue, opportunity, or goodwill.

8.4 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably possible and in any event no later than 48 hours after completion of the Services. For non-visible loss or damage, the Customer must notify the Company within a reasonable time after discovery.

8.5 If the Customer fails to notify the Company within these time limits, the Company may not be held liable, except where prohibited by law.

8.6 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded under applicable UK law.

9. Waste, Rubbish and Prohibited Items

9.1 The Company operates in accordance with UK waste and environmental regulations. The Services are primarily for the transport of furniture, personal effects and similar items, not for the disposal of general waste.

9.2 The Company will not carry hazardous, toxic, explosive, corrosive, flammable, illegal or otherwise dangerous materials. This includes but is not limited to gas cylinders, fuel containers, chemicals, solvents, paint, firearms, illegal drugs, or any item prohibited by UK law.

9.3 If the Customer requires removal of waste or unwanted items, this must be discussed and agreed in advance. Waste removal services may be subject to additional licensing, documentation and charges.

9.4 The Customer must not present general household rubbish, construction waste, or commercial waste for transport unless the Company has explicitly agreed and is authorised to do so.

9.5 If prohibited items or uncontrolled waste are discovered in the Vehicle, the Company may take any lawful steps necessary to ensure safe handling and disposal, and may recover from the Customer any associated costs, fines or penalties.

10. Delays, Postponement and Force Majeure

10.1 The Company is not responsible for delays or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to severe weather, natural disasters, war, terrorism, civil unrest, strikes, epidemics, fuel shortages, Vehicle breakdown beyond the Company reasonable control, or public authority restrictions.

10.2 In such circumstances, the Company may suspend the Services for the duration of the event or offer to reschedule the booking to a mutually convenient time. Any prepayments may be transferred to the new date or refunded at the Company discretion.

11. Complaints and Dispute Resolution

11.1 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 addressed promptly.

11.2 Formal complaints should be made in writing, providing full details of the issue, the date of the Services, and any relevant evidence such as photographs or inventory lists.

11.3 The Company will investigate complaints in a fair and timely manner and will aim to provide a written response within a reasonable period.

11.4 If a dispute cannot be resolved directly, the parties may agree to attempt mediation or another form of alternative dispute resolution, without prejudice to the right of either party to pursue legal remedies.

12. Data Protection and Privacy

12.1 The Company will process personal data provided by the Customer for the purposes of managing bookings, delivering Services, handling payments, and meeting legal and regulatory obligations.

12.2 The Company will take reasonable steps to protect personal data against loss, misuse, or unauthorised access and will only retain such data for as long as necessary for legitimate purposes.

12.3 The Customer has rights in relation to their personal data under applicable UK data protection laws and may contact the Company to exercise those rights, subject to legal limitations.

13. Variation of Terms

13.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of its Services.

13.2 The version of the Terms and Conditions in force at the time of booking will apply to that booking. The current version will be made available by the Company on request.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, 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 the Services provided by the Company.

15. General Provisions

15.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be severed to the extent necessary, and the remaining provisions shall continue in full force and effect.

15.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

15.3 No person other than the Customer and the Company shall have any rights to enforce any term of these Terms and Conditions.

15.4 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior agreements, understandings or arrangements, whether oral or written, relating to the same subject matter.