Terms and Conditions

Man with Van Coulsdon Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Coulsdon provides removal, transport and related services within its service area. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before proceeding with any booking.

1. Definitions

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

1.1 "Company" means Man with Van Coulsdon, the provider of removal and transport services.

1.2 "Customer" means any individual, business, or organisation booking or using the services of the Company.

1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, or related services provided by the Company.

1.4 "Goods" means all items of property, belongings, furniture, equipment, or materials which are the subject of the Services.

1.5 "Service Area" means the geographical area in which the Company normally operates its man and van and removal services, including Coulsdon and surrounding locations.

1.6 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any agreed quotation or confirmation.

2. Scope of Services

2.1 The Company provides man and van and removal services including, but not limited to, household moves, small business moves, furniture and item transport, and related loading and unloading.

2.2 The Company may, by prior agreement, provide additional services such as packing, furniture dismantling and reassembly, and multiple pickup or delivery points.

2.3 The Company reserves the right to refuse carriage of any Goods that, in its reasonable opinion, are unsafe, illegal, excessively heavy, inadequately packed, or otherwise unsuitable for transport.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s accepted communication methods, as advised from time to time. The Customer must provide accurate details, including collection and delivery addresses, dates, access information, and a description of the Goods.

3.2 Any quotation provided by the Company is based on the information supplied by the Customer. The Customer must notify the Company promptly of any changes that may affect the quote, such as additional items, changes in access conditions, or changes to the addresses.

3.3 A booking is considered provisional until it has been expressly accepted and confirmed by the Company. The Company may require a deposit to secure the booking. Acceptance and confirmation may be communicated verbally or in writing.

3.4 The Customer is responsible for ensuring that all details on the booking confirmation are correct. Any discrepancies must be reported immediately. The Company is not liable for losses arising from incorrect or incomplete information provided by the Customer.

3.5 The Company reserves the right to decline any booking at its sole discretion.

4. Pricing and Quotations

4.1 Prices may be provided as an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking.

4.2 Quotations are given on the understanding that:

(a) The information supplied by the Customer is complete and accurate.

(b) The move can be reasonably completed in the time and with the resources originally estimated.

(c) Access at collection and delivery locations is not restricted by factors such as stairs, narrow entrances, long walking distances, parking restrictions, or other obstacles that were not disclosed at the time of quotation.

4.3 The Company reserves the right to adjust the agreed price or apply additional charges where:

(a) The actual work differs from the description provided at the time of quotation.

(b) There are delays beyond the Company’s control, including waiting times at properties or for keys.

4.4 Any changes to pricing will be discussed with the Customer as soon as reasonably practicable.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move. The Company may require part or full payment in advance, particularly for larger moves or longer-distance work.

5.2 Accepted payment methods will be advised by the Company and may include card payment, bank transfer, or cash, subject to the Company’s current policies.

5.3 Where payment terms are agreed for business Customers, invoices must be settled by the due date stated on the invoice. The Company reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs of collection.

5.4 The Company reserves the right to withhold the commencement or completion of Services if payment is not made in accordance with agreed terms.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving the Company reasonable notice in advance of the scheduled service date.

6.2 The Company’s standard cancellation policy is as follows, unless otherwise agreed:

(a) Cancellations made more than 48 hours before the scheduled start time may be made without cancellation charge, other than any non-refundable deposit expressly stated at the time of booking.

(b) Cancellations made between 24 and 48 hours before the scheduled start time may incur a cancellation fee up to 50 percent of the agreed price or deposit, at the Company’s discretion.

(c) Cancellations made less than 24 hours before the scheduled start time, or failure to be present or provide access on the day, may result in a cancellation fee of up to 100 percent of the agreed price.

6.3 Where the Customer requests a change of date or time, the Company will seek to accommodate the request, subject to availability. If the Company cannot accommodate the change, the original booking and any applicable cancellation terms remain in effect.

6.4 The Company reserves the right to cancel or reschedule a booking in cases of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, or other events affecting safety or practicality. In such cases, the Company will endeavour to offer an alternative date or refund any payments for Services not provided, as appropriate.

7. Customer Obligations

7.1 The Customer must ensure adequate access and parking are available at both collection and delivery locations. Any parking permits, arrangements, or fees are the responsibility of the Customer, unless otherwise agreed.

7.2 The Customer must ensure that the Goods are properly packed and prepared for transport, unless packing is provided by the Company as part of the agreed Services.

7.3 The Customer must be present, or represented by an authorised person, at the collection and delivery addresses to provide instructions, confirm items to be moved, and sign any documentation.

7.4 The Customer must ensure that all Goods to be moved are clearly identified and that no items are left behind unintentionally. The Company does not accept responsibility for items not moved because they were not identified or accessible.

7.5 The Customer must remove, secure, or arrange appropriate handling for items that are fragile, high value, or require special care, and must inform the Company of such items in advance.

8. Items Excluded from Carriage

8.1 The Company will not carry the following without prior written agreement:

(a) Hazardous, illegal, or explosive materials.

(b) Live animals or plants requiring special conditions.

(d) Cash, jewellery, precious metals, or other high-value items unless specifically agreed.

8.2 If such items are transported without the Company’s knowledge, the Company shall have no liability for loss or damage, and the Customer shall indemnify the Company for any resulting claims, losses, or expenses.

9. Waste and Environmental Regulations

9.1 The Company is not a general waste disposal business. Any disposal of unwanted items must be agreed in advance and may be subject to additional charges.

9.2 Where the Company agrees to remove items for disposal or recycling, it will do so in compliance with applicable waste and environmental regulations. The Customer confirms that they have the right to dispose of such items.

9.3 The Customer must not request the Company to remove or dispose of items that are classified as hazardous or controlled waste without prior disclosure. The Company reserves the right to refuse such items or to charge additional fees for safe handling and disposal in accordance with the law.

9.4 Fly-tipping and unlawful disposal of waste is strictly prohibited. The Company operates in compliance with regulations applicable to waste transfer and disposal, and the Customer agrees to cooperate with any reasonable requests for information or documentation related to items disposed of.

10. Liability and Limitations

10.1 The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Company’s liability for loss or damage is subject to the limitations set out in this clause.

10.2 The Company shall not be liable for any loss or damage arising from:

(a) Goods that are not adequately packed by the Customer.

(b) Normal wear and tear, minor scratches, or scuffs arising from handling.

(d) Acts or omissions of the Customer or any third party.

(e) Circumstances beyond the Company’s reasonable control, including but not limited to accidents, severe weather, traffic conditions, or delays.

10.3 The Company’s total liability for loss of or damage to Goods, whether in contract, tort, or otherwise, shall not exceed a fair and reasonable amount having regard to the nature and value of the Goods and the charges paid for the Services. The Customer is responsible for arranging any additional insurance cover if required.

10.4 The Company shall not be liable for any indirect or consequential loss, including loss of profits, loss of business, or loss of opportunity.

10.5 Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and, in any event, within 48 hours of completion of the Services. The Customer must provide reasonable evidence of the loss or damage and allow the Company the opportunity to inspect the items concerned.

11. Delays and Missed Slots

11.1 While the Company will use reasonable efforts to arrive at the agreed time, all arrival and completion times are estimates. The Company shall not be liable for delays caused by factors outside its control.

11.2 If the Customer is not ready, or if property access is delayed, the Company may charge for waiting time at the applicable hourly rate.

12. Insurance

12.1 The Company maintains appropriate insurance cover relevant to its services. Details of cover levels may be provided on request.

12.2 The Customer is encouraged to check that their own contents or business insurance policies cover items during removal and transit and to arrange additional cover if necessary.

13. Complaints

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 Company will aim to respond to complaints promptly and fairly and may request further information in order to resolve the matter.

14. Data Protection and Privacy

14.1 The Company will use personal data provided by the Customer for the purposes of administering bookings, providing Services, processing payments, and complying with legal obligations.

14.2 The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary to deliver the Services or to comply with legal requirements.

15. Governing Law and Jurisdiction

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

15.2 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

16.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

16.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking shall apply to the Contract.