Terms and Conditions for Man With A Van Southgate

These Terms and Conditions set out the basis on which Man With A Van Southgate provides removal, transport, delivery, collection, and related moving services within the United Kingdom. By making a booking, requesting a quotation, or allowing the service to begin, the customer agrees to these terms. They are designed to create a clear, fair, and practical agreement for both parties, covering the booking process, payment obligations, cancellation rights, liability limits, waste handling, and the law that applies to the service.

The terms apply whether the service is booked by an individual, household, landlord, tenant, business, or other organisation. They also apply to all associated activities carried out as part of the removal or transport work, including loading, unloading, carrying, packing assistance, waiting time, dismantling and reassembly where agreed, and the movement of items between locations. References to the company, we, or our mean the service provider, while references to you or the customer mean the person or organisation requesting the service.

These terms are intended to be read alongside any quotation, booking confirmation, estimate, or written instruction issued before the work starts. If any specific written term conflicts with these general conditions, the specific term will apply for that booking only. We may update these terms from time to time, but the version in force at the time of booking will normally govern that service unless a later change is agreed in writing by both parties.

1. Booking Process

A booking is not confirmed until we have accepted it, either verbally, by message, email, or other written confirmation. Any enquiry or estimate given before acceptance is not a binding reservation. To allow us to assess the work accurately, you must provide complete and truthful information, including the collection and delivery addresses, access conditions, the number and type of items, floor levels, parking restrictions, time limits, and whether any heavy, fragile, oversized, or specialist items are involved.

If the customer gives incorrect or incomplete information, the quotation may change, the arrival time may need to be adjusted, or the service may be refused on the day if the job is materially different from what was described. Man With A Van Southgate reserves the right to decline a booking where access is unsafe, the item list is unsuitable, the work would require equipment not available on the day, or the task would breach law or regulation.

2. Service Scope and Customer Responsibilities

The service normally includes transport and may include loading and unloading where agreed. Additional assistance, such as carrying items up stairs, removing doors, waiting time, or packing materials, may be chargeable unless expressly included in the quotation. The customer must ensure that all items are suitably packed, secured, labelled where necessary, and ready for collection at the agreed time.

The customer is responsible for obtaining any permissions needed for access, parking, building entry, lift use, or loading bay use. The customer must also ensure that any premises are safe to enter and work in, and that hazards such as loose wiring, sharp objects, poor lighting, unsafe floors, or aggressive animals are disclosed in advance. We may suspend or refuse work where a hazard is identified, and any resulting delay, abortive visit, or re-attendance may be charged.

If the customer or an authorised representative is not present at collection or delivery when required, we may proceed according to the instructions already provided, or we may place the service on hold until instructions are received. Any waiting time, redelivery, or storage-related cost arising from failure to attend or provide access may be payable by the customer.

3. Pricing and Payment

Prices may be quoted as a fixed fee, hourly rate, half-day or full-day rate, or another agreed basis. Unless expressly stated otherwise, quotations are based on the information supplied at the time of booking and assume normal access, reasonable loading conditions, and a job completed within the expected timeframe. Additional charges may apply where the work takes longer than planned, the load exceeds the original description, parking or congestion issues arise, extra staff are required, or there are changes to route, access, or service requirements.

Payment terms will be confirmed at booking or before the service starts. We may require a deposit or pre-authorisation for certain jobs. Unless otherwise agreed, the balance must be paid immediately on completion of the work. Accepted methods of payment may vary and will be indicated at the time of booking. We reserve the right to withhold final completion documentation, continue the journey, or release goods only when payment has been received in full, where permitted by law and consistent with the agreed service.

If payment is not made by the due date, we may charge reasonable recovery costs and interest where legally allowed. Any overdue amounts remain the customer’s responsibility even if the customer later disputes an unrelated issue. The customer must not withhold payment for completed services without lawful reason. Any discount or promotional rate applies only to the specific booking and cannot be transferred unless agreed in writing.

4. Cancellations and Amendments

The customer may request a change to the date, time, address, or service scope, but any amendment is subject to availability and may result in a revised price. We will try to accommodate reasonable changes, but we are not obliged to do so if the requested change would be impractical or commercially unreasonable. Where a booking is moved to a different time or day, the original estimate may no longer apply.

If the customer cancels after a booking has been accepted, cancellation charges may apply depending on how much notice is given and whether preparatory work has already been undertaken. A short-notice cancellation may result in a fee to cover lost time, administration, and any expenses already incurred. If our team arrives at the agreed time and cannot complete the work because the customer is absent, unprepared, or unable to proceed, this may be treated as a late cancellation or aborted job.

We may cancel or postpone a booking where circumstances beyond our control make performance impossible or unsafe, including severe traffic disruption, vehicle breakdown, extreme weather, road closures, illness, or legal restrictions. In such cases, we will use reasonable efforts to rearrange the service or provide an alternative arrangement, but we are not liable for indirect loss caused by the delay unless required by law.

5. Liability and Damage

We will take reasonable care when handling items, but the customer acknowledges that removal and transport work carries inherent risks, especially for delicate, valuable, or poorly packed goods. Unless we have expressly agreed otherwise in writing, the customer remains responsible for protecting items that are fragile, irreplaceable, high-value, or sensitive to movement, vibration, moisture, or temperature change.

Our liability is limited to loss or damage caused directly by our proven negligence or wilful misconduct. We are not responsible for damage arising from inadequate packing, pre-existing faults, concealed defects, unsuitable access, overloading of boxes, or customer instructions that override our advice. We do not exclude liability where exclusion would be unlawful, including liability for death or personal injury caused by negligence, fraud, or any other matter that cannot lawfully be limited.

The customer must inspect items and report any visible damage or shortage as soon as reasonably possible after delivery. Failure to raise a claim promptly may affect our ability to investigate. Any claim must include a clear description of the issue and supporting evidence where available. We may require proof of value, photographs, purchase records, or other reasonable documents before considering compensation.

6. Waste Regulations and Prohibited Items

Where the service includes the removal or disposal of unwanted items, the customer must ensure that the waste is described accurately and honestly. We only handle waste in accordance with applicable UK law and may refuse any item that is prohibited, hazardous, illegal, contaminated, or likely to require specialist treatment. This includes, without limitation, asbestos, clinical waste, solvents, explosives, pressurised containers, fuel, chemicals, and any item subject to controlled disposal rules unless prior arrangements have been made.

The customer is responsible for confirming whether removed materials are household waste, commercial waste, recyclable materials, or items requiring special handling. We may ask for clarification before accepting the job, and we may adjust the price where lawful disposal fees or transfer obligations apply. If waste is incorrectly described and we later discover that it requires a different disposal route, additional charges may be payable by the customer.

By using the service, the customer confirms that they have the right to dispose of the items handed over for removal and that the items are not stolen, unlawfully held, or otherwise restricted. We reserve the right to refuse any collection that would breach waste management rules or create a risk to public health, the environment, our staff, or third parties. The customer must not request that we dispose of items unlawfully or in a way that would bypass proper duty of care obligations.

7. Access, Delays, and Vehicle Suitability

To perform the service efficiently, the customer must provide suitable access, accurate directions, and any information needed to reach the premises safely. If access is obstructed, parking is unavailable, or the property layout is materially different from what was described, the team may be delayed and extra charges may apply. We are not liable for delay caused by traffic, road conditions, parking enforcement, weather, or events outside our reasonable control.

Some items may require a larger vehicle, additional crew members, specialist equipment, or a different service arrangement. If the booked service becomes unsuitable due to the actual volume, weight, or nature of the goods, we may adjust the price, refuse to carry the item, or ask the customer to make alternative arrangements. This is to protect the safety of the team, the vehicle, and the customer’s property.

Man With A Van Southgate may also suspend work where continuing would create a safety risk or breach legal requirements relating to loading, driving hours, vehicle capacity, or public safety. In such circumstances, any reasonable costs already incurred may remain payable by the customer. We will act proportionately and in good faith when deciding whether to proceed, pause, or discontinue a job.

8. Insurance and Customer Property

We may carry insurance appropriate to the nature of our operations, but the existence of insurance does not expand our contractual liability beyond these terms. The customer is encouraged to hold their own insurance for items of special value or where the risk profile of the move warrants additional cover. Any insurance-related question should be raised before the booking is confirmed so that the service can be matched to the items involved.

Personal items, cash, jewellery, documents, and other high-value possessions should not be included in general loads unless agreed in advance and properly declared. The customer should keep essential items separately and remain responsible for their own personal effects. We are not liable for loss of undeclared valuables left inside boxes, bags, or furniture unless loss is caused by our established negligence and proven on the facts.

The customer must ensure that drawers, cabinets, appliances, and containers are empty unless specifically agreed otherwise. We are not responsible for articles left inside furniture or equipment that are not disclosed before collection. The customer should also remove perishable goods, liquids, fragile decorations, and items that could leak, stain, or cause contamination during transport.

9. Force Majeure and Ending the Service

We are not liable for failure or delay in performing any obligation where the failure is caused by events outside our reasonable control, including but not limited to accidents, severe weather, fire, flood, civil disturbance, strikes, equipment failure, power loss, or actions by public authorities. Where such an event occurs, we will make reasonable efforts to resume or reschedule the service, but timeframes may need to change.

We may end the service immediately if the customer behaves abusively, illegally, dangerously, or in a way that makes completion unsafe or unreasonable. We may also withdraw from the job if the customer requests work that is unlawful or materially different from the agreed scope. In such cases, any completed work, waiting time, or costs already incurred may still be payable.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute, unless mandatory law provides otherwise. If any provision of these terms is found unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

11. General Provisions

Nothing in these terms affects your statutory rights as a consumer where applicable. Any waiver of a right under these terms must be in writing and signed or otherwise confirmed by the party granting the waiver. Failure by either party to enforce a provision immediately does not mean that the provision has been waived for the future.

The customer may not assign or transfer a booking without our written consent. We may assign or subcontract parts of the service where it is reasonable to do so, provided that this does not materially reduce the standard of service. These terms represent the entire agreement between the parties concerning the booking, unless a separate written contract or signed variation states otherwise.

By confirming a booking with Man With A Van Southgate, the customer acknowledges that they have read, understood, and accepted these Terms and Conditions. The customer also confirms that they are authorised to request the service, agree to the charges, and provide instructions for the handling of the goods or waste involved.