Man With a Van Eltham Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Eltham provides removal and related services within its service area. By making a booking, using our services, or allowing work to begin, 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 individual, company or organisation that requests and pays for the services.

Services means any man with a van, removal, delivery, relocation, packing, loading, unloading, or related services provided by Man With a Van Eltham.

Vehicle means any van or other vehicle used by us in the provision of the services.

Goods means the items, belongings, furniture, equipment or waste that you request us to handle, move or transport.

Contract means the agreement between you and Man With a Van Eltham for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

Man With a Van Eltham provides domestic and commercial man with a van services, including but not limited to removals, local collections and deliveries, small office moves, and related loading and unloading. Some services may be subject to separate or additional terms, which will be explained to you at the time of booking where relevant.

We do not provide specialist removal services for items requiring dedicated expertise or certification unless expressly agreed in writing in advance. This includes, for example, the removal of heavy machinery, pianos, safes, hazardous materials, or items requiring dismantling and reassembly beyond normal household furniture.

3. Booking Process

Bookings can be made by contacting us with full details of the required service, including the collection and delivery addresses, access details, approximate inventory, preferred dates and times, and any special requirements.

We may provide an estimate based on the information you supply. This estimate is not a final quotation and may change if the actual work differs from what was described. A booking is only confirmed when we have accepted it and you have agreed to the applicable charges and time slot.

You are responsible for ensuring that all information provided at the time of booking is complete and accurate. If any details change, you must inform us as soon as possible. Changes may affect the price or our ability to carry out the services as originally agreed.

We reserve the right to decline a booking for any reason, including but not limited to lack of availability, safety concerns, or unsuitable access.

4. Pricing and Estimates

Prices may be based on factors such as time, distance, number of operatives, size of vehicle, congestion or parking charges, and the nature and volume of goods. Where possible we will explain the basis of our charges at the time of booking.

Any estimate provided is given in good faith but does not constitute a fixed quotation unless expressly stated as such. We may adjust the final charge if:

There is additional work not originally described or requested.

Access is more difficult than explained, for example due to stairs, long walking distances, restricted parking, or delayed access.

The volume or weight of goods is significantly greater than indicated.

There are delays outside our control, such as waiting for keys, paperwork or third parties.

All charges are exclusive of any local authority fees, congestion charges, tolls, or parking charges. These may be added to your final bill where applicable.

5. Payments and Invoicing

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may require a deposit or full payment in advance for certain bookings, such as larger moves or services scheduled at peak times.

We accept commonly used UK payment methods as communicated at the time of booking. You must ensure that funds are available and that payment is made promptly when due.

If payment is not made when due, we reserve the right to:

Charge reasonable late payment and administrative fees.

Withhold delivery or collection of goods until payment is received.

Retain goods under a lien until all outstanding sums are paid in full.

Take legal action to recover unpaid amounts, including any associated costs.

Invoices will be issued upon request or as part of our normal accounting process, depending on the type of service.

6. Cancellations and Rescheduling

You may cancel or reschedule your booking by giving us reasonable notice. The amount of notice required and any charges applied will depend on the type and scale of the service.

As a general guideline, where you cancel:

More than 48 hours before the scheduled start time, we will usually not charge a cancellation fee, although any non-refundable costs already incurred on your behalf may still be payable.

Within 24 to 48 hours of the scheduled start time, we may charge a percentage of the estimated fee to cover lost time and administration.

Within 24 hours of the scheduled start time, or if you are not present or unable to provide access when we arrive, we may charge up to the full estimated fee.

We will always act reasonably in applying cancellation or rescheduling charges, taking into account the circumstances and any costs we have already incurred.

In the unlikely event that we need to cancel or reschedule your booking, we will give you as much notice as is reasonably possible and, where practicable, offer an alternative date or time. Our liability in such cases will be limited to any deposit or prepayment you have made for the affected service.

7. Customer Responsibilities

You are responsible for:

Ensuring that you, or an authorised representative, are present at the collection and delivery addresses.

Providing clear instructions and directions to the property and any relevant access information.

Arranging suitable parking and, where necessary, securing any permits or approvals required for the vehicle to park or load.

Packing and securing your goods adequately, unless we have expressly agreed to provide packing services.

Ensuring that all goods are ready for loading at the agreed time, and that any items requiring dismantling have been dismantled where we have not agreed to do this.

Checking that nothing has been left behind before our staff leave the premises.

You must not ask our staff to do anything that is unsafe, illegal, or beyond the scope of the agreed services.

8. Access, Parking and Delays

You must ensure that there is adequate and safe access for the vehicle and our staff at both the collection and delivery addresses. This includes notifying us in advance of any restrictions such as narrow roads, low bridges, height restrictions, limited parking, or restricted hours of access.

You are responsible for any parking costs, fines or penalties incurred as a result of inadequate information, incorrect instructions, or failure to arrange necessary permits.

Where delays occur that are outside our reasonable control, including but not limited to traffic conditions, road closures, emergencies, severe weather, or delays caused by you or third parties, we are not liable for any resulting loss or inconvenience. Additional waiting time may be charged at our standard rates.

9. Excluded and Restricted Items

We do not carry the following items unless expressly agreed in writing in advance and subject to any additional terms:

Hazardous, flammable or explosive materials.

Illegal goods, stolen property or contraband.

Animals, live plants or perishable goods that may be affected by transport conditions or delays.

Valuables such as cash, jewellery, watches, important documents, or irreplaceable items.

Large or exceptionally heavy items that exceed the safe loading capacity of our vehicles or equipment.

If you include any prohibited items without our knowledge or agreement, you do so at your own risk and you will be responsible for any resulting damage, loss, penalties or claims.

10. Liability for Loss and Damage

We will take reasonable care when handling, loading, transporting and unloading your goods. However, you acknowledge that minor scuffs, marks or wear may occur during normal removal activities, especially where access is restricted or items are not robustly constructed.

Our liability for loss of or damage to goods while in our care is limited to the reasonable cost of repair or replacement, taking into account age, condition and depreciation, and subject to any applicable exclusions or limits under these terms.

We are not liable for:

Loss or damage arising from your failure to pack goods securely, unless we have provided packing as part of the service.

Damage to furniture or items that are inherently weak, poorly assembled, or already defective.

Damage caused by your instructions where we have advised against following them.

Loss of sentimental or special value beyond the item’s normal market value.

Any indirect, consequential or purely economic loss, such as loss of profit, loss of opportunity, or distress and inconvenience.

Any loss or damage occurring when goods are left unattended at your request or where you have not arranged reasonable supervision.

Without prejudice to the above, and to the extent permitted by law, our total liability for any one claim or series of related claims arising out of a single incident will not exceed a reasonable proportion of the total price paid or payable for the relevant service, unless a higher amount is expressly agreed in writing before work begins.

11. Claims and Complaints

If you believe that any loss or damage has occurred to your goods or property as a result of our services, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service has been completed.

You should provide full details of the issue, along with any supporting evidence such as photographs or descriptions of the damage. We may need to inspect the affected items or locations before agreeing any resolution.

We will investigate any complaint promptly and, where appropriate, propose a fair solution in line with these Terms and Conditions and applicable law.

12. Waste Handling and Environmental Regulations

Where we agree to remove waste or unwanted items, this will be carried out in accordance with applicable waste and environmental regulations. We will only transport and dispose of waste that we are legally permitted to handle.

You must accurately describe any waste or unwanted items that you ask us to remove, including their type and condition. We reserve the right to refuse any waste that is hazardous, requires specialist handling, or that we reasonably believe may breach relevant regulations.

We will dispose of waste only at authorised facilities or through licensed channels. Any fees, charges or levies associated with legal disposal may be added to your bill and will be explained as far as reasonably practicable.

You remain responsible for any illegal or improper items that you ask us to dispose of without disclosure. If we incur costs, fines or legal consequences as a result of undisclosed hazardous or prohibited waste, you will be liable for all such costs and any associated losses.

13. Insurance

We maintain appropriate insurance cover as required by law for the operation of our vehicles and business. This may not replace the need for you to maintain your own insurance for valuable or fragile goods.

You are encouraged to arrange additional cover for items of high value or particular sensitivity, as our liability is limited under these Terms and Conditions. Any insurance arrangements between you and a third party insurer are separate from this contract.

14. Force Majeure

We are not liable for any failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control. This includes, but is not limited to, extreme weather, natural disasters, accidents, public disturbances, strikes or industrial disputes, road closures, or acts of government or public authorities.

Where a force majeure event occurs, we will endeavour to notify you as soon as reasonably practicable and to minimise any disruption to the services. We may suspend or cancel the affected services without liability, other than to refund any payments made for services that cannot be delivered.

15. Data Protection and Privacy

We will collect and process personal information about you in order to manage your booking, provide the services, handle payments, and deal with any queries or complaints. We will only use your personal information in accordance with applicable data protection laws and for legitimate business purposes.

We will take reasonable steps to keep your personal data secure and will not share it with third parties except where necessary to deliver the services, comply with legal obligations, or with your consent.

16. Variations and Severability

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that contract unless we agree otherwise in writing.

If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that part shall be treated as deleted, but the remaining provisions will continue to be valid and enforceable.

17. No Waiver

Any failure or delay by us in exercising any right or remedy under these Terms and Conditions does not constitute a waiver of that right or remedy. Any waiver must be given expressly in writing to be effective.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

You and Man With a Van Eltham 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.

By confirming a booking or allowing work to commence, you acknowledge that you have read, understood and agreed to these Terms and Conditions.