These Terms and Conditions set out the basis on which Man And A Van Ilford, referred to in these terms as “we”, “us”, or “our”, provides moving, transport, collection, delivery, and related services to customers, referred to as “you” or “the customer”. By making a booking, accepting a quotation, or allowing the service to begin, you agree to be bound by these terms. If you do not agree with any part of them, you should not proceed with the booking.

The purpose of these terms is to create a clear and fair understanding of what is included in the service, how bookings are arranged, how payments are handled, and what responsibilities apply to both parties. They apply to all man and van services in Ilford and to any similar service we provide elsewhere in the UK, unless we agree otherwise in writing. In these terms, references to transport, removal, delivery, loading, unloading, and disposal may apply separately or together depending on the service agreed.

We may update these terms from time to time to reflect changes in business practice, law, or operational requirements. The version that applies will be the one in force at the time your booking is confirmed. You should read these terms carefully before accepting a quotation or proceeding with any service.

Booking Process

1. Enquiries and quotations

All bookings begin with an enquiry, after which we may provide an estimate or quotation based on the information you give us. You are responsible for providing accurate details about the job, including but not limited to the collection and delivery points, access conditions, property type, item list, volume, weight, and any special handling requirements. If the information changes, the quotation may need to be revised.

A quotation may be fixed or estimated. A fixed quotation is based on the details supplied and remains valid only where those details are correct and complete. An estimated quotation may change if the actual service differs from the information provided. We do not accept responsibility for delays or extra charges resulting from inaccurate or incomplete information supplied by you.

2. Confirmation of booking

A booking is confirmed only when we accept it and, where required, receive any deposit or prepayment requested. Until confirmation is given, availability is not guaranteed. We may refuse a booking for operational, safety, legal, or capacity reasons, or if we believe the service requested is unsuitable, unlawful, or outside our scope.

Once the booking is confirmed, it forms an agreement between you and us on the basis of these terms and any additional written conditions agreed at the time of booking. Please check the confirmation details carefully, as any errors must be reported promptly. The confirmation may include the date, time window, service type, and agreed price or estimate.

We aim to attend at the agreed time, but arrival times are approximate unless explicitly guaranteed in writing. Traffic, weather, access issues, delays caused by previous jobs, or events outside our reasonable control may affect timing. If the service is time-sensitive, you must tell us in advance so we can decide whether the request can reasonably be met.

If you change the service requirements after booking, we may need to amend the price, duration, vehicle size, crew size, or scheduled time. We reserve the right to decline changes that materially alter the nature of the job or create risks that were not part of the original agreement.

Payments

3. Charges and payment terms

Unless agreed otherwise, charges are based on the quotation, the time spent, the number of crew members, the type of vehicle used, mileage, waiting time, parking costs, congestion or access charges where applicable, and any additional services requested by you. Any extra work not included in the original quote may be charged at our then-current rates.

Payment terms will be set out at the point of booking or on the invoice. We may require a deposit, full advance payment, or payment on completion depending on the job type and risk level. If payment is due on completion, it must be made immediately when the service ends unless we have agreed a different timetable in writing.

We accept only the payment methods we specify at the time of booking. Late payment may result in additional charges, including reasonable recovery costs and statutory interest where permitted by law. You are responsible for ensuring that any third-party payer is authorised to make payment on your behalf.

4. Waiting time, additional labour, and access issues

If our team is delayed by circumstances within your control, including incomplete addresses, lack of access, absent keys, parking restrictions, or failure to prepare items for collection, we may charge waiting time or additional labour at the rates notified to you. We may also treat the job as a failed attendance if we are unable to carry out the work after a reasonable period.

Cancellations and changes

5. Customer cancellations

You may cancel a booking by giving us notice as soon as possible. If you cancel after confirmation, cancellation charges may apply, especially where we have reserved time, assigned staff, arranged a vehicle, or incurred administrative or travel costs. The amount charged will depend on how much notice you give and whether any non-refundable costs have already been incurred.

If you cancel within a short period before the agreed start time, or fail to be present when the job is due to begin, we may charge a significant portion of the quoted fee or the full amount where losses cannot reasonably be reduced. We will act fairly and proportionately, but we are not obliged to absorb costs caused by late cancellation or no-show.

6. Our cancellation or refusal rights

We may cancel or suspend the service if it becomes unsafe, unlawful, or impracticable to continue. This may include situations involving blocked access, severe weather, illness, equipment failure, unpaid invoices, suspicious or dangerous items, or behaviour that threatens staff safety. If we cancel for reasons within our control, we will normally seek to reschedule or refund any sums due for work not performed.

We may also refuse to carry out or continue any part of the service where the items or conditions present an unacceptable risk. Our decision may be based on health and safety, property protection, legal compliance, or operational limitations. In such cases, you may remain liable for costs already incurred up to the point of cancellation or refusal.

Liability

7. Care of property and items

We will use reasonable care and skill in carrying out the service. However, you are responsible for ensuring that items are properly packed, secured, labelled, and suitable for transport unless we have agreed to pack or prepare them ourselves. Fragile items, antique items, electronics, glass, ceramics, or items of unusual value should be declared in advance and protected appropriately.

Unless we have expressly agreed to do so, we are not responsible for dismantling or reassembling furniture, disconnecting appliances, removing fixtures, or handling items that require specialist treatment. If we assist with such tasks, this is done at your request and subject to your acceptance of any reasonable risks involved, except where loss or damage is caused by our negligence.

You should ensure that all items to be moved are owned by you or that you have the permission of the owner. You must also remove or secure cash, jewellery, documents, data storage devices, and other valuables before the service starts. We do not accept responsibility for items of exceptional value unless this has been expressly agreed in writing.

8. Limitations and exclusions

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we will not be liable for loss or damage arising from defective packing, inherent vice, natural wear and tear, pre-existing damage, or items that were unsuitable for the service requested.

If we are liable for loss or damage, our liability will normally be limited to the lower of the reasonable repair cost, replacement value of the affected item, or the total fee paid for the specific service, unless a higher level of cover has been agreed in writing. You must notify us of any alleged damage as soon as reasonably possible and in any event within a reasonable time after the service.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or inconvenience, except where such exclusion is not permitted by law. You are expected to take reasonable steps to protect yourself against foreseeable loss, including arranging your own insurance where appropriate.

If damage or loss occurs, you must allow us a reasonable opportunity to inspect the affected item and the circumstances of the incident. Failure to do so may affect any claim. Any claim must be supported by evidence, such as photographs, receipts, valuation documents, or repair quotations, where reasonably available.

Waste Regulations

9. Waste, disposal, and legal compliance

Where our service includes disposal, clearance, or the removal of unwanted items, both parties must comply with applicable UK waste laws and regulations. We will not collect, transport, or dispose of waste unless it is lawful for us to do so and the items have been accurately described. Waste must be declared in advance so we can determine whether it is general rubbish, reusable items, bulky waste, recyclable material, or controlled waste.

You must not include hazardous, toxic, corrosive, flammable, clinical, asbestos-containing, or otherwise regulated materials unless we have expressly agreed to handle them and are legally able to do so. If prohibited waste is discovered during the job, we may refuse to remove it, suspend the service, or charge for time already spent. Any undeclared waste that creates a legal or safety risk remains your responsibility.

10. Duty of description and transfer of responsibility

Where required by law, you must provide an accurate description of the waste and confirm its origin, type, and nature. We may ask you to sign paperwork or provide information needed for lawful transfer and disposal. You are responsible for ensuring that any items handed over for disposal are legally permitted and that you have the right to dispose of them.

If we arrange disposal through a third-party facility, transfer station, or licensed waste operator, the disposal process will be subject to their terms and regulatory requirements. We do not accept responsibility for delays or refusals caused by those third parties where they act in compliance with the law. We may retain records or documentation as required for regulatory purposes.

General Provisions

11. Customer obligations

You agree to provide safe access to the property, accurate instructions, and adequate parking or loading space where reasonably possible. You must ensure that the property is ready at the agreed time and that items are separated, packed, or dismantled if that is your responsibility under the agreement. Delays arising from poor preparation may be charged as waiting time or additional labour.

You are also responsible for informing us of any special circumstances that may affect the service, including narrow stairs, lifts, parking controls, difficult access routes, heavy items, or items requiring two-person lifting or special handling. Failure to disclose such information may affect the quotation, timing, and our ability to complete the work safely.

We may record details of the job for operational, accounting, insurance, and compliance purposes. Any personal data will be handled in accordance with applicable data protection law and our privacy obligations. We will only use information to the extent necessary to provide and manage the service or meet legal requirements.

12. Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control, including extreme weather, road closures, traffic incidents, strikes, civil disturbance, government action, or sudden unavailability of staff or vehicles due to unforeseen events. If a force majeure event occurs, we will try to minimise disruption and may reschedule the booking where practical.

Governing Law and disputes

13. Governing law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue to apply.

Nothing in these terms affects your statutory rights as a consumer, where applicable. If a court or regulator determines that any clause is invalid, that clause will be interpreted as far as possible to reflect the original intent while remaining lawful. We may choose to waive a breach without waiving any future breach.

By booking a service with Man And A Van Ilford, you confirm that you have read, understood, and accepted these Terms and Conditions. These terms are intended to be fair, practical, and compliant with UK requirements while allowing us to deliver man and van services efficiently and responsibly.