Terms and Conditions for Man With Van Coulsdon

These Terms and Conditions set out the basis on which Man With Van Coulsdon provides removal, transport, delivery, collection, and related services to customers in the UK. By making a booking, confirming a quote, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are designed to be fair, transparent, and consistent with applicable UK consumer and transport law.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the Man With a Van Coulsdon name. References to “you” or “customer” mean the person booking or receiving the service. These terms apply whether the work involves a single-item move, domestic relocation, furniture delivery, light office transport, or other agreed van services.

The service is provided subject to the information supplied at the time of booking. If the scope of work changes, or if additional labour, waiting time, access issues, parking restrictions, or extra items are discovered on the day, any quoted price may need to be revised accordingly. Nothing in these terms affects your statutory rights under UK law.

1. Booking Process

To arrange a booking, you must provide accurate and complete information about the items to be moved, collection and delivery addresses, access conditions, preferred dates, and any special handling requirements. The booking is not confirmed until we have accepted the job and, where required, received any deposit or advance payment that has been requested. A booking request does not guarantee availability.

We may provide an estimate or fixed quote based on the details supplied. Quotes are typically based on factors such as load size, mileage, labour time, stairs, waiting periods, and vehicle type. If the information provided is incomplete or inaccurate, the final price may change. Any estimate is valid only for the period stated in the quotation or confirmation message.

It is your responsibility to ensure that the booking details are correct. If you need to amend the date, time, collection point, delivery point, or volume of items, you should notify us as soon as possible. We will try to accommodate changes, but cannot guarantee that a revised slot will be available. The service may be refused or delayed if the actual job materially differs from what was described at booking.

2. Payments and Charges

Payment terms will be stated in the quote or booking confirmation. Unless otherwise agreed in writing, payment is due in full on completion of the service. In some cases, we may require a deposit to secure the appointment. Deposits may be non-refundable where work has been reserved specifically for your booking, unless cancellation rights under consumer law apply.

We accept payment methods agreed in advance, which may include bank transfer, card payment, or cash, depending on the arrangement. If payment is not made when due, we reserve the right to withhold release of goods, suspend further work, or recover overdue amounts. Any late payment may result in reasonable collection costs and interest, where permitted by law.

Additional charges may apply if the job extends beyond the original estimate due to waiting time, traffic delays beyond our control, additional flights of stairs, difficult access, parking penalties caused by circumstances at the site, or extra items not disclosed beforehand. Where practical, we will explain any revised charge before proceeding. If you decide not to continue once extra charges are explained, you may still be liable for the work already completed and any reasonable costs incurred.

3. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellations made more than a reasonable period before the agreed time may be accepted without charge, depending on the nature of the job and any costs already incurred. Short-notice cancellations may lead to a fee to cover reserved labour, fuel, administration, or lost booking time.

If you cancel after the team has already departed, arrived at the collection point, or commenced loading, you may be charged for the full or partial service and any waiting time incurred. Where a deposit has been paid, it may be retained in whole or part to cover losses arising from cancellation. We will always act reasonably and proportionately in assessing any cancellation charge.

If you are not present at the agreed time, fail to provide access, or do not make the items available for collection, this may be treated as a late cancellation or failed booking. In such cases, we may charge for travel, labour, and waiting time. We are not liable for any delay caused by your failure to prepare the items, secure access, or provide accurate directions or instructions.

4. Service Standards and Customer Responsibilities

We will use reasonable skill and care in providing the service. Our team will handle items in a professional manner and will take reasonable steps to protect goods during loading, transport, and unloading. However, you are responsible for ensuring that items are suitably packed, labelled, and ready for transit unless we have expressly agreed to provide packing services.

You must notify us in advance of any fragile, valuable, heavy, awkward, or hazardous items. This includes glass, antiques, electronics, artwork, liquids, chemicals, gas cylinders, sharp objects, and anything requiring specialist handling. We may refuse to move items that are unsafe, illegal, or unsuitable for transport in a standard van service.

Where parking or access permits, lifts, loading bays, or building approvals are required, you are responsible for making the necessary arrangements unless otherwise agreed. If parking fines, charges, or penalties arise because the location was not correctly prepared or restrictions were not disclosed, you may be responsible for those costs. Please ensure that all items are ready for collection at the agreed time to avoid delays and extra charges.

5. Liability and Insurance

We accept liability for loss or damage caused by our negligence, subject to the limits and exclusions in these terms and any applicable insurance policy. Our liability will not exceed the value of the affected item or the amount reasonably payable under the service contract, whichever is lower, unless a higher level of liability has been expressly agreed in writing.

We are not liable for pre-existing damage, items that are inadequately packed, inherent defects, normal wear and tear, or losses caused by events outside our reasonable control. This includes delays caused by traffic, weather, road closures, accidents, strikes, or other unforeseeable disruptions. We do not accept responsibility for indirect or consequential losses such as missed appointments, lost profits, emotional distress, or loss of opportunity, except where such exclusion is not permitted by law.

You should inspect your goods as soon as reasonably possible after delivery and notify us promptly of any alleged damage or missing items. Claims should be supported by evidence such as photographs, purchase details, or repair estimates where available. Failure to report a claim promptly may affect our ability to investigate and may reduce or remove any entitlement to compensation, where permitted by law.

6. Waste Regulations and Disposal

The service may include removal of unwanted household or commercial waste only where this has been agreed in advance. We operate in accordance with UK waste legislation, including obligations relating to the safe transfer, carriage, and disposal of controlled waste. We may require information about the type, source, and volume of waste before accepting a collection.

It is your responsibility to ensure that waste presented for removal is lawful and accurately described. You must not ask us to remove hazardous, clinical, asbestos-containing, chemical, or other specialist waste unless we have explicitly agreed and are authorised to handle it. Waste must not contain prohibited items, stolen goods, or materials that could expose us to legal risk. If such items are discovered, we may refuse collection and charge for any wasted journey or time incurred.

Where waste is removed, you agree that it becomes subject to lawful disposal, reuse, recycling, or transfer at an approved facility or through a compliant third party. You may be asked to provide proof of origin or confirmation that the waste is yours or that you are authorised to arrange disposal. We reserve the right to decline any item that does not comply with waste regulations or our operational policies.

7. Delays, Force Majeure, and Access Issues

We will make reasonable efforts to attend at the agreed time, but arrival times are estimates and may be affected by traffic, weather, road conditions, vehicle breakdown, or earlier jobs running longer than expected. We will endeavour to keep you informed of significant delays where possible. A delay does not automatically entitle you to cancel unless it becomes unreasonable in the circumstances and the law gives you that right.

We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, governmental restrictions, accidents, terrorism, or power failures. If such an event occurs, we may reschedule the booking or cancel it without liability for indirect losses. Any money already paid will be handled fairly in accordance with the circumstances and applicable law.

If access to a property is restricted, unsafe, or unsuitable for the van or team, we may suspend the job until the issue is resolved. If the problem cannot be resolved within a reasonable time, we may treat the booking as cancelled by you and apply an appropriate charge for time and costs incurred. You should ensure that access routes, keys, codes, permits, and permissions are available before the service begins.

8. Complaints and Disputes

If you have a concern about the service, you should raise it as soon as possible so that we have an opportunity to review the matter and, where appropriate, correct it. We aim to resolve disputes in a fair and practical way. Providing clear details, including dates, descriptions, and evidence, will help us assess the issue efficiently.

Where a complaint relates to damage, missing items, overcharging, or service quality, we may request supporting information before making a decision. Any remedy offered may include rectification, partial refund, or another reasonable solution depending on the circumstances. Nothing in this clause prevents you from pursuing rights that cannot lawfully be excluded.

We encourage both parties to act reasonably and to try to resolve disagreements without unnecessary escalation. However, if a dispute cannot be settled informally, it may be referred to the courts of England and Wales in accordance with the governing law clause below.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in another part of the UK, any mandatory rights available to you under local law will also apply where relevant.

The courts of England and Wales shall have jurisdiction over any claim or dispute arising from the service, although this does not affect any right you may have to bring proceedings in another UK jurisdiction where required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

By proceeding with a booking for Man With Van Coulsdon, you confirm that you have read, understood, and accepted these Terms and Conditions. We may update these terms from time to time to reflect legal, operational, or administrative changes. The version in force at the time of booking will normally apply to your contract unless a change is required by law.