Terms and Conditions
Man with Van White City Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van White City provides removal and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the individual or business who books or uses our services.
We, us, our means Man with Van White City as the provider of removal and related services.
Services means any transport, removal, loading, unloading, packing, unpacking, storage or related services that we agree to provide.
Goods means the items that you ask us to move, transport, handle or store.
Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.
2. Scope of Services
We provide man and van removal services, including local moves, small house or flat removals, office and business moves, and item collections and deliveries. The exact scope of services for your booking will be set out in our written or verbal confirmation.
We reserve the right to refuse to carry any goods which we reasonably consider to be hazardous, illegal, unsafe, or for which you cannot provide proof of ownership or right to move.
3. Booking Process
3.1 You may request a booking by providing details of your move, including collection and delivery addresses, access details, dates, times, and an accurate description and approximate volume or list of goods.
3.2 Any quotation we provide is based on the information you supply. You must ensure that all information is accurate and complete. If the information you provide is inaccurate or incomplete, we may adjust the price, change the services, or cancel the booking.
3.3 A booking is only confirmed when we expressly accept it and provide a confirmation. We may do this verbally or in writing. At our discretion, we may require a deposit to secure your booking.
3.4 You are responsible for obtaining any parking permissions, permits or suspensions required for our vehicle at collection and delivery addresses, unless we have expressly agreed to arrange these as part of the services.
4. Quotes and Pricing
4.1 Our quotations may be given as hourly rates, fixed prices, or a combination of both, depending on the type of job. The method of charging will be set out in your booking confirmation.
4.2 Unless otherwise stated, quotations do not include the following: parking charges, fines, tolls, congestion or clean air zone charges, ferry charges, customs duties, storage fees, dismantling or reassembling of furniture, packing materials, disposal fees, or additional services not specifically listed.
4.3 We may increase the price if:
a Goods or access information provided at the time of quoting was inaccurate, incomplete or has changed.
b The move involves additional floors, long carries, or poor access not previously disclosed.
c There are delays caused by you, your agents, or third parties, including waiting for keys or paperwork.
d The scope of work increases, for example due to additional items or requests for extra services.
4.4 Time-based jobs are charged from the time our vehicle and team arrive at the agreed collection address or scheduled start point, or from the agreed start time, whichever is later, until completion of the job, including any waiting time caused by circumstances outside our control.
5. Payments
5.1 Unless we agree otherwise in writing, all charges are due for payment immediately upon completion of the services on the same day.
5.2 We may require an advance deposit at the time of booking. Deposits are non-refundable except as expressly stated in these Terms and Conditions or where we cancel the services.
5.3 We accept payment methods as specified during the booking process. You must ensure that you are able to make payment using the agreed method at the required time.
5.4 If payment is not made when due, we may:
a Charge interest on overdue amounts at the statutory rate from the due date until payment is received in full.
b Retain goods in our possession until all outstanding amounts have been paid in full.
c Suspend or refuse to provide further services until payment is received.
6. Cancellations and Changes
6.1 If you wish to cancel or reschedule your booking, you must notify us as soon as possible. Cancellation or rescheduling charges may apply, depending on the notice period.
6.2 We reserve the right to apply the following cancellation charges, unless otherwise agreed:
a More than 48 hours before the agreed start time: any deposit may be retained, but no additional charge will normally apply.
b Between 24 and 48 hours before the agreed start time: up to 50 percent of the estimated job cost may be charged.
c Less than 24 hours before the agreed start time or on the day of the job: up to 100 percent of the estimated job cost may be charged.
6.3 If you change the date, time, addresses, or scope of work, this will be treated as a variation to the original booking. We will use reasonable efforts to accommodate changes, but we are not obliged to do so and may treat significant changes as a cancellation and new booking.
6.4 We may cancel the services or refuse to carry out all or part of the work if:
a You fail to pay any required deposit or advance payment.
b You fail to provide accurate information or appropriate instructions.
c Access is unsafe, illegal, or significantly different from what was advised.
d We reasonably believe carrying out the services would endanger our staff, vehicles, or third parties.
In such cases, we may retain deposits and charge for time and costs incurred.
7. Your Responsibilities
7.1 You are responsible for:
a Ensuring that you are the owner of the goods or have full authority from the owner to move them.
b Packing and securing all goods properly, unless we have expressly agreed to provide packing services.
c Disconnecting and preparing appliances, including washing machines, dishwashers, cookers, and electrical items.
d Removing fixtures and fittings from walls or ceilings prior to our arrival, unless otherwise agreed.
e Ensuring that all walkways, driveways and access points are clear and safe for our staff and vehicle.
f Arranging and paying for parking permits or suspensions where required.
g Being present or providing a representative at collection and delivery addresses to direct our team and sign any documentation.
7.2 You must not ask our staff to carry out any work that is not covered by your booking or that may be unsafe, illegal or likely to cause damage to property or injury.
8. Excluded Goods
8.1 Unless we agree in writing, we will not carry or handle the following goods:
a Dangerous, explosive, toxic, or flammable items including gas cylinders, paint, solvents and fuels.
b Perishable goods, food or plants that may deteriorate in transit or storage.
c Cash, jewellery, precious metals, securities, or high-value items such as artwork or antiques.
d Animals, live creatures, or any living organisms.
e Illegal items or items obtained unlawfully.
8.2 If we discover excluded goods, we may remove or refuse to transport them and may notify the appropriate authorities where required by law. You will be liable for any costs, losses, or damages we incur as a result.
9. Liability for Loss or Damage
9.1 We will take reasonable care in handling, loading, transporting and unloading your goods. However, our liability is subject to the exclusions and limitations set out in this clause.
9.2 We are not liable for loss of or damage to:
a Goods packed by you or a third party, unless there is clear evidence of mishandling by our staff.
b Goods where you have not adequately protected or prepared them for transport.
c Goods that are fragile or have an inherent defect, including but not limited to glass, marble, particleboard furniture, or items assembled from flat packs.
d Electrical or mechanical items that fail to operate after moving, unless there is visible external damage clearly caused by our handling.
e Goods left unattended, or where keys, documents or valuables have been misplaced by you or third parties.
9.3 We are not liable for:
a Indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
b Delays caused by traffic, road closures, accidents, weather, breakdowns, or events outside our reasonable control.
c Loss or damage arising from your failure to meet your responsibilities under these Terms and Conditions.
9.4 Our total liability for loss of or damage to goods and property arising from any one event or connected series of events is limited to a reasonable sum, having regard to the value of the services paid or payable under the relevant booking, unless otherwise required by law.
9.5 You must notify us in writing of any visible loss or damage as soon as reasonably possible and in any event within 48 hours of completion of the services. For non-visible damage, you must notify us within 7 days of completion. If you fail to do so, we may not be able to investigate or accept liability.
10. Access and Property Damage
10.1 You are responsible for ensuring that there is suitable access to both collection and delivery addresses for our vehicle and staff.
10.2 We are not responsible for damage caused where we are required to follow your specific instructions against our advice, including but not limited to forcing furniture through tight spaces, removing doors or windows, or carrying items over balconies or obstacles.
10.3 You must protect floors, carpets, walls and fixtures before our arrival if you wish to avoid marking or scuffing. While we take reasonable care, we are not liable for minor cosmetic damage that occurs as a result of normal moving activities.
11. Waste and Disposal Regulations
11.1 We comply with applicable waste and environmental regulations when disposing of unwanted items. We are not a general rubbish clearance service but may, by prior agreement, remove certain items for disposal or recycling.
11.2 You must clearly identify which items are to be disposed of and which are to be moved. We are not liable if, due to unclear instructions, items are moved or disposed of in a way that you did not intend.
11.3 We will not collect or transport hazardous waste, including chemicals, asbestos, medical waste, or any items classified as hazardous that require specialist handling or licenses.
11.4 You are responsible for any penalties, fines, or legal consequences arising from incorrect or unlawful disposal of items where we act on your instructions or rely on information you provide.
12. Delays and Events Beyond Our Control
12.1 We will use reasonable efforts to adhere to agreed dates and times, but any times given for arrival or completion are estimates only.
12.2 We are not liable for delays or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to traffic congestion, accidents, vehicle breakdowns, severe weather, strikes, public disturbances, or acts of government.
12.3 Where a delay occurs, we will take reasonable steps to inform you and minimise disruption. Additional waiting time or re-delivery may be chargeable where the cause of delay is not within our control.
13. Insurance
13.1 We maintain appropriate insurance for the operation of our removal services as required by law.
13.2 It is your responsibility to arrange your own additional insurance to cover your goods in transit or storage, especially for high value or fragile items, if you require a higher level of protection than that provided under our standard liability.
14. Complaints
14.1 If you are dissatisfied with any aspect of our services, you should inform the team on site where possible so that immediate steps can be taken to address the issue.
14.2 If the matter is not resolved on the day, you should submit a written complaint with full details of the issue, including dates, addresses and a description of any loss or damage. We will investigate and respond within a reasonable timescale.
15. Data Protection and Privacy
15.1 We collect and use personal information such as your name, address and contact details for the purpose of arranging and providing our services, managing bookings, processing payments, and handling any queries or complaints.
15.2 We will only retain your personal information for as long as necessary for these purposes and as required by law. We take reasonable steps to protect your information from unauthorised access or disclosure.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided by us shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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, including any non-contractual disputes or claims.
17. General Provisions
17.1 These Terms and Conditions constitute the entire agreement between you and us regarding the provision of services and supersede any previous agreements, understandings or arrangements, whether written or oral.
17.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.
17.3 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 contract with us.
17.4 You may not assign or transfer your rights or obligations under the contract without our prior written consent. We may assign or subcontract any of our rights or obligations under the contract, provided that this does not reduce the level of service you receive.
By proceeding with a booking with Man with Van White City, you confirm that you have read, understood and agree to these Terms and Conditions.
