Terms and Conditions
Man with Van Ilford Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Ilford provides removal and associated services to private and business customers within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to commence any work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means Man with Van Ilford, the provider of removal and associated services.
1.2 "Customer" means the individual, firm or company who requests or receives services from the Company.
1.3 "Services" means any removal, transport, loading, unloading, packing, unpacking, or related services provided by the Company.
1.4 "Goods" means the items of property which are the subject of the Services.
1.5 "Service Area" means those locations within the United Kingdom where the Company offers its man and van and removal services, including Ilford and surrounding districts.
1.6 "Contract" means the agreement between the Company and the Customer for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation.
2. Scope of Services
2.1 The Company provides man and van, home and office removals, small moves, collection and delivery, and associated services such as basic furniture dismantling and reassembly where agreed in advance.
2.2 The Services are provided within the Service Area, subject to availability, access conditions, vehicle restrictions and any applicable legal or regulatory requirements.
2.3 The Company reserves the right to refuse to move any item which, in the reasonable opinion of the Company or its staff, may pose a risk to health and safety, cause damage to property, or breach any law or regulation.
3. Booking Process
3.1 Bookings may be requested by the Customer via the Company’s accepted communication channels. A booking is not confirmed until the Company has issued a booking confirmation or has otherwise expressly accepted the booking.
3.2 When requesting a quotation or making a booking, the Customer must provide accurate and complete information, including but not limited to:
(a) Collection and delivery addresses within the Service Area.
(b) Details of property access, including floor level, lift availability, parking restrictions, and any special access arrangements.
(c) A clear description and approximate quantity of Goods, including any large, heavy, fragile or valuable items.
(d) Desired service date and approximate start time.
(e) Any additional services required, such as packing, dismantling or storage arrangements.
3.3 The Company may amend or withdraw a quotation if the information supplied by the Customer is incomplete, inaccurate, or has changed since the quotation was given.
3.4 Bookings are made for an estimated start time. While the Company will use reasonable efforts to arrive at the agreed time, arrival times may vary due to traffic, weather conditions, or circumstances beyond the Company’s control. Time of arrival is not guaranteed unless expressly stated in writing as a guaranteed time service.
4. Quotations and Pricing
4.1 Unless stated otherwise, quotations are based on the information supplied by the Customer, the anticipated duration of the job, distance travelled within the Service Area, labour required, vehicle size, and any additional services requested.
4.2 Quotations will usually specify whether the pricing is based on an hourly rate, a fixed price, or a combination of both.
4.3 The Company reserves the right to adjust the price if:
(a) The actual work differs from that described by the Customer at the time of quotation.
(b) Additional items are to be moved that were not disclosed.
(c) Access conditions are more difficult than stated, such as longer carrying distances, additional floors, or restricted vehicle access.
(d) Waiting time occurs due to delays caused by the Customer or third parties, including but not limited to estate agents, key release, or building management.
4.4 Unless specified, quotations do not include the cost of parking, congestion or clean air zone charges, tolls, customs duties, storage, specialist equipment, or additional insurance beyond the Company’s standard cover. Such costs, where applicable, will be payable by the Customer.
5. Payments
5.1 The Customer agrees to pay the Company the agreed charges for the Services in full, in accordance with the payment terms specified at the time of booking.
5.2 The Company may require a deposit to secure a booking. Deposits are generally non-refundable unless otherwise stated in these Terms and Conditions.
5.3 Payment of any balance is typically due on completion of the Services on the same day, unless otherwise agreed in writing. For hourly rate bookings, the final amount payable will be based on the actual time taken, subject to any minimum charge period.
5.4 The Company accepts the forms of payment notified to the Customer at the time of booking. The Company is under no obligation to accept payment methods not previously agreed.
5.5 If payment is not made when due, the Company may, without prejudice to any other right or remedy:
(a) Charge interest on overdue amounts at the statutory rate allowed by law until payment is received in full.
(b) Suspend or cancel any further Services for the Customer.
(c) Retain possession of Goods until full payment, including any accrued charges, has been received.
6. Cancellations and Amendments
6.1 If the Customer needs to cancel or amend a booking, the Customer must notify the Company as soon as possible.
6.2 Cancellation charges may apply, calculated as follows unless a different arrangement is expressly agreed in writing:
(a) More than 72 hours before the scheduled start time: deposit may be retained, but no further charge will usually be made.
(b) Between 24 and 72 hours before the scheduled start time: up to 50 percent of the quoted price may be payable, at the Company’s discretion.
(c) Less than 24 hours before the scheduled start time or on the day of the move: up to 100 percent of the quoted price may be payable.
6.3 If the Customer wishes to change the date, time, or scope of Services, the Company will use reasonable efforts to accommodate the request, subject to availability and any applicable price adjustments.
6.4 The Company reserves the right to cancel or postpone a booking where performance is affected by circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, vehicle breakdown, industrial action, or illness. In such cases, the Company will offer an alternative date or a refund of any deposit paid for the affected booking. The Company shall not be liable for any indirect losses arising from such cancellation or postponement.
7. Customer Responsibilities
7.1 The Customer is responsible for ensuring that:
(a) All Goods are properly packed and ready for transport, unless the Company has agreed to provide packing services.
(b) All items to be moved are clearly identified and accessible to the Company’s staff.
(c) Any fragile, delicate, or high-value items are brought to the attention of the Company prior to the commencement of work.
(d) All necessary permissions and permits, including parking permissions and building access, are arranged in advance, unless otherwise agreed.
7.2 The Customer must ensure that all appliances are disconnected, defrosted, drained, and prepared for transport in accordance with manufacturer guidance. The Company is not responsible for disconnecting gas, plumbing, or electrical fittings.
7.3 The Customer must not leave any keys, valuable documents, money, jewellery, or other high value items in any furniture, drawers, or containers to be moved.
7.4 The Customer or an authorised representative should be present at the collection and delivery locations to provide instructions, confirm items, and sign any relevant paperwork. If no such person is present, the Company will carry out the work using reasonable judgment and will not be liable for any alleged discrepancies arising from the absence of the Customer.
8. Items Not Permitted
8.1 The Company will not carry any items that are unlawful, dangerous, or otherwise unsuitable for transport. These include, but are not limited to:
(a) Explosives, firearms, ammunition, or weapons.
(b) Flammable or hazardous materials such as petrol, gas cylinders, paint, chemicals, or solvents.
(c) Illegal substances or items acquired unlawfully.
(d) Live animals, plants requiring special conditions, or perishable foodstuffs which may deteriorate in transit.
8.2 If such items are included without the Company’s knowledge, the Company shall not be held liable for any loss, damage, or legal consequences arising from their presence, and the Customer shall indemnify the Company against any resulting claims, fines, or expenses.
9. Waste Regulations and Disposal
9.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal service and will not remove household waste, rubble, or construction waste unless expressly agreed as part of a specific service and in compliance with relevant regulations.
9.2 Any request to remove items for disposal or recycling must be clearly stated in advance. Additional charges may apply for such services, and the Company reserves the right to decline requests that would breach waste management laws or exceed vehicle limits.
9.3 The Customer must not request, and the Company will not knowingly engage in, fly-tipping or illegal dumping of any materials. Any such request will be refused, and the Company may terminate the Contract immediately if the Customer insists on unlawful disposal.
9.4 Where waste transfer is undertaken, it will be carried out in accordance with UK regulations, and the Customer remains responsible for accurately describing the nature of any waste materials.
10. Liability and Insurance
10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is limited as set out in this clause.
10.2 The Company’s standard liability for loss of or damage to Goods, howsoever caused, shall not exceed a reasonable market value of the affected items, subject to any overall limit stated in the quotation or confirmation and any applicable exclusions.
10.3 The Company shall not be liable for:
(a) Loss or damage arising from defective or inadequate packing by the Customer where the Company has not provided packing services.
(b) Normal wear and tear, minor scratches, or scuffs that are consistent with reasonable handling.
(c) Loss of or damage to items of special value including, without limitation, jewellery, watches, precious metals, cash, artworks, antiques, or important documents, unless expressly declared, accepted in writing, and specifically insured.
(d) Loss or damage caused by atmospheric or climatic conditions, damp, mould, or infestation not caused by the Company’s negligence.
(e) Indirect or consequential losses, including loss of profits, loss of opportunity, or loss of enjoyment.
10.4 The Customer is encouraged to arrange appropriate insurance cover for Goods, particularly for high-value items, beyond any cover provided as standard by the Company.
10.5 The Company’s total liability arising under or in connection with any Contract, whether in contract, tort, or otherwise, shall be limited to the amount of the charges paid or payable for the specific Services, or any higher sum expressly agreed in writing.
11. Claims and Notice of Loss or Damage
11.1 Any visible loss or damage to Goods should be reported to the Company’s staff as soon as reasonably practicable on the day of the move.
11.2 All claims must be notified to the Company in writing within a reasonable period after the completion of the Services, and in any event within 7 days of the moving date, unless a longer period is required by law. The notification should include a description of the loss or damage and, where possible, photographic evidence.
11.3 Failure to notify within the specified time may prejudice the Company’s ability to investigate the claim, and may result in reduced or rejected liability, except where such limitation is not permitted by law.
12. Access, Parking and Property Damage
12.1 The Customer is responsible for arranging suitable parking and access at both collection and delivery addresses, and for paying any associated parking charges unless otherwise agreed.
12.2 The Company is not responsible for any parking fines or penalties incurred due to inaccurate information or failure by the Customer to arrange suitable parking. Any such fines may be charged to the Customer.
12.3 The Company will take reasonable care to avoid damage to the Customer’s property, including buildings, fixtures, and fittings. The Customer should take reasonable steps to protect floors, walls, and doorways where necessary.
12.4 The Company is not liable for pre-existing damage to property, or for damage that arises from the movement of Goods in difficult access areas where the Customer has been advised of the risk and has requested the move to proceed regardless.
13. Delays Outside the Company’s Control
13.1 The Company will not be liable for any delay or failure to perform the Services due to events beyond its reasonable control, including but not limited to traffic congestion, accidents, severe weather, road closures, breakdowns, strikes, or delays in gaining access to premises.
13.2 Where such events occur, the Company will take reasonable steps to minimise the impact and, where possible, keep the Customer informed of revised timings.
14. Data Protection and Privacy
14.1 The Company will collect and process personal data only for the purposes of providing the Services, managing bookings, taking payment, and communicating with the Customer.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws. Customer details will not be sold to third parties and will only be shared where necessary to provide the Services or comply with legal obligations.
15. Complaints Procedure
15.1 If the Customer wishes to raise a complaint about the Services, they should contact the Company as soon as possible, providing full details of the issue.
15.2 The Company will investigate all complaints in a fair and timely manner and will aim to reach a resolution that is reasonable in the circumstances and consistent with these Terms and Conditions.
16. Variation of Terms
16.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that Contract.
16.2 Any variation to these Terms and Conditions requested by the Customer will only be effective if agreed in writing by the Company.
17. Severability
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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, the Services, or any Contract.
By proceeding with a booking or using the Services of Man with Van Ilford, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
