Terms and Conditions
Man and a Van Ilford Service Terms and Conditions
These Terms and Conditions set out the agreement between Man and a Van Ilford and the customer for the provision of man and van, removals and related services. By booking or using our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 Customer means the individual, partnership, company or organisation booking or using our services.
1.2 We, us, our means Man and a Van Ilford as the provider of man and van and removal services.
1.3 Services means any man and van, loading, unloading, packing, transportation, removal, delivery, or related services provided by us.
1.4 Vehicle means the van or other vehicle provided by us to carry out the services.
1.5 Goods means any items, furniture, boxes, personal effects or other property that we are requested to move, transport or handle.
1.6 Service area refers to the locations in which we operate and are prepared to provide services, including but not limited to Ilford and surrounding areas.
2. Scope of Services
2.1 We provide man and van and removal services for residential and commercial customers within our service area and to destinations agreed at the time of booking.
2.2 Unless otherwise agreed in writing, our services are limited to the collection, loading, transportation, unloading and delivery of goods from the agreed collection address to the agreed delivery address.
2.3 We do not undertake specialist removal services such as removal of hazardous materials, fine art handling, professional disassembly of complex equipment, or services that require specialist qualifications unless expressly agreed in advance.
2.4 We reserve the right to refuse to move goods that in our reasonable opinion are unsafe, illegal, hazardous, excessively heavy, or likely to cause damage to the vehicle, property, our staff or other goods.
3. Booking Process
3.1 All bookings must be made directly with us using our accepted booking methods. A booking is not confirmed until we have accepted it and provided you with a booking confirmation.
3.2 When making a booking, you must provide accurate and complete information, including:
a. Full collection and delivery addresses
b. Details of the goods to be moved, including approximate volume, size, and any unusually heavy or bulky items
c. Information about access restrictions at the properties, such as stairs, lifts, parking limitations or narrow entrances
d. Your preferred date and time for the service.
3.3 Our quotation is based on the information you provide. If the information is incomplete or inaccurate, we reserve the right to adjust the quotation, charge additional fees, or in serious cases cancel the booking.
3.4 Bookings are subject to our availability. Time slots are approximate and while we make reasonable efforts to attend at the agreed time, factors such as traffic and weather may cause delays. We will not be liable for any loss arising from unavoidable delays.
4. Quotations and Pricing
4.1 Quotations may be provided as hourly rates, fixed prices, or a combination of both, depending on the nature of the job and the information supplied.
4.2 Unless otherwise stated, quotations do not include:
a. Parking fees, congestion charges, tolls or fines
b. Packing materials such as boxes, bubble wrap or tape
c. Assembly or disassembly of furniture
d. Waiting time caused by delays in loading or unloading not attributable to us.
4.3 We reserve the right to apply additional charges where:
a. There are delays beyond our control at collection or delivery
b. Access is more difficult than described or additional floors or long carrying distances are involved
c. Additional items, stops or services are requested on the day of the removal
d. Work continues beyond the agreed time or estimated duration.
5. Payments
5.1 You agree to pay for the services in accordance with the quotation and any additional charges properly incurred under these terms.
5.2 We may request a deposit or full prepayment to secure your booking. The amount and timing of such payments will be advised at the time of booking.
5.3 Unless otherwise agreed, the balance of payment is due on completion of the services on the day of the move. We accept the payment methods notified to you at the time of booking.
5.4 If payment is not made when due, we reserve the right to:
a. Suspend or cease the services
b. Retain your goods until full payment is received
c. Charge reasonable late payment fees and interest in accordance with applicable UK law.
5.5 All prices are stated in pounds sterling unless otherwise indicated. Any applicable taxes will be charged in accordance with UK law.
6. Cancellations and Amendments
6.1 You may cancel or amend your booking subject to the following conditions:
a. If you cancel more than 72 hours before the agreed start time, any deposit paid may be refundable at our discretion, less any reasonable administrative costs.
b. If you cancel within 24 to 72 hours before the agreed start time, we may retain part or all of your deposit to cover our costs and loss of business.
c. If you cancel within 24 hours of the agreed start time or fail to be present at the agreed time and place, we may charge up to 100 percent of the quoted price.
6.2 Requests to change the date, time, or details of the booking are subject to availability and may result in a revised quotation. If we cannot accommodate the change and you choose to cancel, the cancellation terms above will apply.
6.3 We reserve the right to cancel or reschedule a booking due to events beyond our control, including but not limited to vehicle breakdown, extreme weather, accidents, illness, or other unforeseen circumstances. In such cases, we will notify you as soon as reasonably possible and offer an alternative date or a refund of any prepayment made for the affected booking. We will not be liable for any consequential losses resulting from such cancellation.
7. Customer Responsibilities
7.1 You are responsible for:
a. Ensuring that your goods are properly packed and ready for transport, unless packing services have been agreed
b. Securing or protecting any delicate items, glass, fragile goods or high-value items
c. Arranging suitable parking for the vehicle at both collection and delivery addresses, and covering any associated costs
d. Ensuring that access to the premises is safe, lawful and unobstructed
e. Being present or appointing an authorised representative at collection and delivery to direct our team and sign any relevant documents.
7.2 You must not ask our staff to carry out any work that is unsafe, illegal, or outside the scope of normal removal activities, such as working at dangerous heights or carrying goods through areas clearly unsuited for safe passage.
7.3 You must not include in your goods any items that are hazardous, flammable, explosive, illegal, perishable or likely to cause damage, including but not limited to gas cylinders, open paint, chemicals, firearms, ammunition, illegal substances or waste materials.
8. Liability for Loss or Damage
8.1 We will take reasonable care in handling and transporting your goods. However, our liability is subject to the limitations set out in these Terms and Conditions.
8.2 We will not be liable for:
a. Loss or damage arising from your failure to properly pack or secure goods
b. Damage to goods where they have pre-existing defects, weaknesses or instability
c. Loss of or damage to fragile items not adequately protected
d. Loss of or damage to items packed by you in containers or boxes that we have not packed or checked
e. Minor scuffs, scratches or wear and tear that may occur in the normal course of moving.
8.3 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of completion of the services. You must provide reasonable evidence of the loss or damage and allow us a reasonable opportunity to inspect the affected items.
8.4 Our total liability for loss of or damage to goods, whether arising from breach of contract, negligence or otherwise, shall not exceed a fair market value of the goods or a reasonable limit per job as notified to you, whichever is lower, unless a higher level of cover has been expressly agreed in writing before the services are carried out.
8.5 We will not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity or any other financial loss that arises as a side effect of the main loss or damage, and which is not reasonably foreseeable.
9. Property and Access Damage
9.1 You are responsible for protecting floors, carpets, walls and other surfaces if you wish to avoid marks or scuffs. While we will take reasonable care, we are not liable for minor cosmetic damage to floors, walls, doors or fixtures that may occur during normal moving operations.
9.2 We will not be liable for damage caused by moving goods through spaces that you have identified or accepted as having restricted access, such as tight stairways or narrow doorways, where such damage could not reasonably be avoided.
10. Waste and Disposal Regulations
10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will not remove domestic refuse, builders waste or other rubbish unless this has been specifically agreed as part of the service and is compliant with relevant rules.
10.2 We will only transport waste or unwanted items to appropriate facilities where such services have been agreed in advance. Additional charges may apply for disposal services, which will be discussed with you before the work is carried out.
10.3 You must not present for removal any items that would be classified as hazardous or controlled waste, such as chemicals, asbestos, medical waste, gas cylinders, fuel or similar materials. We reserve the right to refuse to move or dispose of such items and to charge for any costs incurred as a result of their presence.
10.4 It is your responsibility to comply with local regulations concerning the disposal of unwanted goods and to ensure that any items you ask us to move or dispose of are lawful to transport and dispose of.
11. Insurance
11.1 We maintain insurance cover appropriate to our business operations, as required by applicable UK law.
11.2 Our insurance is subject to the terms, conditions and exclusions of the policy. It is your responsibility to arrange additional insurance if you require wider cover or higher limits for your goods.
12. Delays and Force Majeure
12.1 We will not be liable for delays or failure to perform our obligations where such delays or failures are caused by events beyond our reasonable control, including but not limited to traffic incidents, road closures, extreme weather conditions, accidents, acts of God, strikes, public disturbances, or breakdowns despite proper maintenance.
12.2 In cases of significant delay, we will make reasonable efforts to communicate with you and agree revised timings. If it becomes impossible to complete the services on the agreed date, we may offer to reschedule or, if appropriate, cancel the services and refund any monies paid for the unperformed part of the service.
13. Complaints
13.1 If you have a complaint about our services, you should raise it with us as soon as possible, either during the move or within a reasonable time after completion.
13.2 We will investigate complaints in good faith and aim to respond within a reasonable period. You agree to cooperate with our investigation and to provide any relevant information or evidence.
14. Data Protection and Privacy
14.1 We will collect and process personal information about you to manage your booking, provide our services and comply with our legal obligations.
14.2 We will handle your personal information in accordance with applicable UK data protection laws. We will not sell your personal data and will only share it where necessary to provide our services, comply with the law, or with your consent.
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 You and we 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 provided.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed removed, but the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any previous agreements, understandings or arrangements, whether oral or in writing.
16.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your service.
