Terms and Conditions

Man With a Van Southgate Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Southgate provides removal and related services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

1.1 "Company" means Man With a Van Southgate providing removal and related services.

1.2 "Customer" means the person, firm or organisation that requests or uses the services of the Company.

1.3 "Services" means any removal, transport, loading, unloading, packing, unpacking, or related services provided by the Company, whether for domestic or commercial purposes within our service area and the wider UK.

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

1.5 "Goods" means all furniture, boxes, personal belongings, equipment, and other items in respect of which the Company provides the Services.

1.6 "Waste" means any items that are to be disposed of, including household waste, unwanted furniture, electrical items, and construction or garden debris.

2. Booking Process

2.1 Bookings may be made by the Customer through our online enquiry channels or by direct contact as specified from time to time. A booking is only confirmed when the Company has accepted the booking and, where applicable, a deposit has been received.

2.2 When making a booking, the Customer must provide accurate and complete information, including:

(a) collection and delivery addresses; (b) access details at each address; (c) parking restrictions; (d) a clear and honest description of the volume and nature of the Goods; and (e) any special requirements such as dismantling, reassembly or handling of fragile items.

2.3 The Company reserves the right to amend or cancel the booking if the information provided by the Customer is inaccurate, incomplete, or misleading in a way that affects the feasibility, safety, or pricing of the Services.

2.4 Bookings are subject to availability. The Company will indicate proposed dates and times, but time slots are approximate unless expressly agreed as essential in writing. Traffic, access, and other factors may cause delays beyond the Company’s control.

3. Quotations and Pricing

3.1 Any quotation provided by the Company is based on the information supplied by the Customer and is valid for the period stated on the quotation or, where not specified, for 30 days.

3.2 Quotations generally take into account factors such as distance, estimated time, volume of Goods, number of operatives required, and any additional services requested.

3.3 The Company reserves the right to adjust the price if:

(a) the Customer’s description of the work proves to be materially inaccurate; (b) there are additional Goods not previously disclosed; (c) access is more difficult than reasonably anticipated; (d) there are delays outside the Company’s control caused by the Customer or third parties; or (e) the scope of work changes on the day.

3.4 Additional charges may apply for waiting time, extra labour, extended travel, tolls, congestion charges, or parking fees. These will be explained to the Customer wherever reasonably possible.

4. Payments

4.1 The Customer agrees to pay the Company’s charges in full, in accordance with the terms set out in the quotation or booking confirmation.

4.2 The Company may require a deposit at the time of booking. Deposits are applied to the final invoice and may be forfeited in the event of late cancellation, as set out in the cancellation section below.

4.3 Unless otherwise agreed, payment of any balance is due on completion of the Services on the same day. The Company may refuse to unload Goods or may retain Goods in the Vehicle until full payment has been received.

4.4 The Company accepts the payment methods stated in its current literature or on its booking documentation. The Customer is responsible for ensuring that cleared funds are available when payment is due.

4.5 If payment is not received when due, the Company may charge interest on outstanding amounts at a reasonable rate and may take appropriate steps to recover the debt, including the use of third-party agencies. The Customer will be liable for any reasonable costs incurred in the collection of overdue amounts.

5. Cancellations and Amendments

5.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible.

5.2 Where the Customer cancels the Services:

(a) more than 7 days before the scheduled start time, any deposit paid may be refunded or transferred at the Company’s discretion; (b) between 7 days and 48 hours before the scheduled start time, the Company may retain some or all of the deposit to cover administrative and lost booking costs; (c) within 48 hours of the scheduled start time, the Customer may be charged up to 100 percent of the estimated price, at the Company’s discretion.

5.3 If the Customer fails to be present at the agreed time and location without prior notice, the Company may treat this as a cancellation and charge accordingly.

5.4 If the Company needs to cancel or significantly amend the booking due to unforeseen circumstances such as vehicle breakdown, staff illness, adverse weather, or other events beyond its reasonable control, it will notify the Customer as soon as practicable and offer an alternative date or a refund of any deposit paid. The Company will not be liable for any loss arising from such cancellation beyond the amount already paid by the Customer.

6. Customer Responsibilities

6.1 The Customer is responsible for:

(a) arranging and paying for suitable parking at all addresses; (b) obtaining any necessary permits, permissions, or building management approvals; (c) ensuring all Goods are packed safely and securely, unless packing services are specifically included; and (d) being present or represented at all relevant times during loading and unloading.

6.2 The Customer must ensure that walkways, stairs, lifts, and entrances are clear and safe for the Company’s staff and that the working environment complies with basic health and safety requirements.

6.3 The Customer must not ask the Company’s staff to carry out any illegal activities, including but not limited to the handling or transport of prohibited or unlawful items.

7. Goods Not Accepted for Transport

7.1 Unless expressly agreed in writing, the Company will not transport:

(a) hazardous, flammable or explosive materials; (b) illegal goods or substances; (c) perishable items requiring refrigeration; (d) livestock, pets, or other animals; or (e) high-value items such as jewellery, cash, important documents, or collections.

7.2 If such items are transported without the Company’s knowledge, the Company accepts no responsibility for any loss, damage, or consequences arising from their transport. The Customer will be liable for any fines, claims, or damage resulting from the inclusion of such items.

8. Liability for Loss or Damage

8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage is subject to the provisions of this section.

8.2 The Customer must report any visible loss or damage to Goods or property as soon as reasonably possible and, in any event, no later than 48 hours after completion of the Services, providing reasonable evidence where available.

8.3 The Company will not be liable for:

(a) loss or damage arising from the Customer’s failure to pack items safely; (b) damage to items that are inherently fragile or have pre-existing defects; (c) deterioration of assembled flat-pack furniture during dismantling or reassembly; (d) loss or damage due to fair wear and tear, or movement caused by normal transport vibrations; or (e) loss or damage where the Customer or a third party has assisted with loading or unloading against the Company’s advice.

8.4 The Company’s liability for any individual item may be limited to its reasonable replacement or repair cost, taking into account age, condition, and market value. The Customer is encouraged to arrange their own insurance cover for Goods of high value or particular sensitivity.

8.5 The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of use, or emotional distress, arising from the Services, except where such liability cannot be excluded by law.

9. Property Damage

9.1 The Company will take reasonable care to avoid damage to property while carrying out the Services. The Customer must alert the Company to any particularly vulnerable areas, such as weak stair banisters, recently painted surfaces, or delicate flooring.

9.2 The Company is not liable for superficial damage to walls, floors, or fixtures that may reasonably occur when handling large or heavy items through tight spaces, provided reasonable care has been exercised.

9.3 Any claim for property damage must be notified to the Company within 48 hours of completion of the Services, supported by photographs and a description of the circumstances.

10. Waste Removal and Environmental Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. Waste removal services, where offered, are subject to additional terms and charges.

10.2 The Customer must clearly distinguish between Goods to be moved and Waste to be removed. The Company will not be responsible for items disposed of where the Customer’s instructions were unclear or contradictory.

10.3 The Company will only transport and dispose of Waste at authorised facilities and in compliance with current legislation. Certain items, such as electrical and electronic equipment, white goods, tyres, and construction materials, may attract additional charges due to specialist handling or disposal requirements.

10.4 The Company reserves the right to refuse to remove any Waste that is hazardous, contaminated, or not suitable for transport in standard vehicles. The Customer will be responsible for any legal or financial consequences arising from the misclassification of Waste.

11. Delays Outside the Company’s Control

11.1 The Company is not liable for delays or failure to perform the Services where such delay or failure is caused by events outside its reasonable control, including but not limited to traffic congestion, road closures, accidents, adverse weather, vehicle breakdown, or industrial action.

11.2 Where possible, the Company will keep the Customer informed of any significant delays and will use reasonable efforts to complete the Services as soon as practical.

12. Insurance and Customer Cover

12.1 The Company maintains relevant insurance cover as required by law for the operation of its Vehicles and for the protection of its staff.

12.2 The Customer remains responsible for arranging any additional insurance cover they consider appropriate for their Goods or property. The Company’s charges do not include comprehensive insurance for all risks to Goods unless expressly stated.

13. Complaints and Dispute Resolution

13.1 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 investigated and, where appropriate, remedied.

13.2 The Customer must provide a clear description of the complaint and any supporting evidence. The Company will review the matter and respond within a reasonable time frame.

13.3 The Company aims to resolve complaints directly and fairly. If a dispute cannot be resolved through negotiation, either party may consider independent advice or legal remedies available under UK law.

14. Data Protection and Privacy

14.1 The Company will collect and use personal information provided by the Customer for the purpose of delivering the Services, processing payments, and managing bookings.

14.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose personal information to third parties except where necessary for the performance of the Services, for legal or regulatory purposes, or with the Customer’s consent.

15. Variation of Terms

15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.

15.2 Any variation to these Terms and Conditions requested by the Customer will only be valid if agreed in writing by the Company.

16. Severability

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision will be removed or limited to the minimum extent required, and the remaining provisions will continue in full force and effect.

17. Governing Law and Jurisdiction

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

17.2 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.

By confirming a booking with Man With a Van Southgate or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.