Terms and Conditions
Man with Van Ealing Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Ealing 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 making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" refers to Man with Van Ealing, the provider of removal and associated services.
1.2 "Customer" refers to the individual or business that books or uses the services of the Company.
1.3 "Services" refers to removal, man and van, transport, loading, unloading, packing, and any related services provided by the Company.
1.4 "Goods" refers to all items handled, transported or stored by the Company on behalf of the Customer.
1.5 "Quotation" refers to the price estimate or fixed price offer provided by the Company for the Services.
1.6 "Service Area" refers to the areas in which the Company ordinarily operates, including Ealing and surrounding districts, as determined by the Company from time to time.
2. Scope of Services
2.1 The Company offers man and van and removal services for domestic and commercial customers within its Service Area and, where agreed in advance, to and from other locations.
2.2 Services may include loading, transport, unloading, and, where agreed, packing and unpacking. The exact services to be provided will be set out in the Quotation or booking confirmation.
2.3 The Company reserves the right to decline any booking or to refuse to transport any Goods that it considers to be unsafe, unlawful, or unsuitable for carriage.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels as may be notified from time to time.
3.2 When requesting a Quotation, the Customer must provide accurate and complete information about:
a. The collection and delivery addresses;
b. The nature, quantity, and approximate value of the Goods;
c. Any heavy, bulky, fragile, or unusual items (such as pianos, safes, large appliances or items requiring special handling);
d. Access conditions at both addresses, including parking restrictions, stairs, lifts, or long carry distances;
e. Any time restrictions or specific delivery requirements.
3.3 Quotations are based on the information supplied by the Customer. If the information is incomplete or inaccurate, the Company may adjust the price or, if necessary, refuse to complete the work.
3.4 A booking is only confirmed when the Company has accepted the booking request and, where required, the Customer has paid any deposit or prepayment specified by the Company.
3.5 The Customer is responsible for checking the booking confirmation and notifying the Company promptly of any errors or changes required.
4. Quotations and Pricing
4.1 Unless stated otherwise, Quotations are based on hourly rates, fixed prices, or a combination of both, as specified by the Company at the time of booking.
4.2 Quotations are normally given on the assumption of reasonable access, normal moving conditions, and that the work can be carried out within the agreed timescale.
4.3 Additional charges may apply where:
a. Access is materially more difficult than stated by the Customer;
b. There are delays beyond the Company’s control, including waiting time at collection or delivery;
c. Extra Goods or services are added that were not included in the original Quotation;
d. Work is required outside standard working hours, as defined by the Company.
4.4 All prices are stated in pounds sterling. Any applicable taxes or surcharges will be indicated where relevant.
5. Payments
5.1 The Customer agrees to pay the price stated in the Quotation or as otherwise agreed, together with any additional charges incurred under these Terms and Conditions.
5.2 The Company may require a deposit or full prepayment at the time of booking. Any balance due is payable on completion of the Services, unless otherwise agreed in writing.
5.3 Payment methods accepted will be specified by the Company and may include card payments, bank transfer or other methods at the Company’s discretion.
5.4 If payment is not made when due, the Company may:
a. Withhold delivery of the Goods until payment is received in full;
b. Charge interest on overdue amounts at a reasonable rate determined by the Company;
c. Recover from the Customer all costs and expenses incurred in seeking payment.
6. Customer Responsibilities
6.1 The Customer is responsible for:
a. Ensuring that all Goods are properly packed, secured, and ready for transport, unless the Company has agreed to provide packing services;
b. Obtaining and paying for any parking permits, dispensations, or access permissions required at the collection and delivery addresses;
c. Ensuring that there is suitable access for the vehicle and that the property is safe for the Company’s staff to work in;
d. Being present, or arranging for an authorised representative to be present, at the collection and delivery addresses to provide instructions and sign any relevant documents.
6.2 The Customer must not ask the Company’s staff to undertake any work which falls outside the agreed Services or which may cause damage to property or pose a health and safety risk.
7. Cancellations and Amendments
7.1 The Customer may cancel or amend a booking by giving notice to the Company through the same or another accepted communication method.
7.2 The Company may charge a cancellation fee as follows:
a. If cancellation is made more than 48 hours before the scheduled start time, the Company may refund any prepayment, less reasonable administration costs;
b. If cancellation is made within 48 hours but more than 24 hours before the scheduled start time, the Company may retain part of the prepayment or charge a reasonable cancellation fee;
c. If cancellation is made within 24 hours of the scheduled start time, the Company may charge up to the full quoted price.
7.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the request, but this cannot be guaranteed. Changes may result in a revised Quotation or additional charges.
7.4 The Company reserves the right to cancel or reschedule the Services due to circumstances beyond its control, including vehicle breakdown, severe weather, road closures, staff illness, or safety concerns. In such cases, the Company will offer an alternative date or a refund of any prepayment received, but will not be liable for any indirect or consequential losses.
8. Excluded and Restricted Items
8.1 Unless expressly agreed in writing, the Company does not carry:
a. Hazardous, flammable, explosive, or illegal items;
b. Live animals, plants, or perishable goods requiring special conditions;
c. Cash, jewellery, watches, precious metals, or other high-value items;
d. Important documents such as passports, financial records, or title deeds.
8.2 If any such items are transported without the Company’s knowledge or consent, the Company will have no liability for any loss, damage, or delay relating to them.
9. Liability and Limitations
9.1 The Company will exercise reasonable care and skill in providing its Services. However, the Company’s liability for loss or damage to Goods or property is subject to the limitations in this clause.
9.2 The Company will not be liable for:
a. Normal wear and tear, or minor cosmetic damage such as scuffs or marks arising from normal handling;
b. Loss or damage caused by inadequate or improper packing by the Customer;
c. Electrical or mechanical derangement of appliances or equipment, unless caused by the Company’s negligence;
d. Loss or damage where the Goods are not inspected by the Customer or their representative at the time of delivery;
e. Loss of profits, loss of opportunity, loss of use, or any indirect or consequential loss.
9.3 If the Company is found liable for loss of or damage to Goods, its liability will, at its option, be limited to:
a. The reasonable cost of repair; or
b. The current market value of the Goods, taking account of age and condition;
subject to an overall financial limit per job, as notified by the Company or, if not notified, a reasonable limit having regard to the price paid for the Services.
9.4 The Customer must notify the Company in writing of any loss or damage as soon as reasonably practicable and, in any event, within seven days of the completion of the Services. Failure to do so may prejudice any claim.
9.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be excluded.
10. Delays and Access Issues
10.1 The Company will make reasonable efforts to adhere to agreed collection and delivery times, but such times are estimates and not guarantees.
10.2 The Company is not liable for delays caused by circumstances beyond its reasonable control, including traffic, road conditions, accidents, or actions of third parties.
10.3 If the Company’s staff or vehicle are delayed or prevented from completing the work due to access issues, waiting time or other problems at the property, the Company may charge for additional time at its standard rates.
11. Waste and Disposal Regulations
11.1 The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste carrier and will only remove items of waste or unwanted Goods where this has been agreed in advance as part of the Services.
11.2 The Customer must not ask the Company to dispose of any prohibited, hazardous, or regulated waste, including chemicals, solvents, oils, asbestos, medical waste, or electrical items requiring specialist disposal, unless the Company has specifically agreed to provide such a service in compliance with regulations.
11.3 Where the Company agrees to remove unwanted items, it will do so lawfully and in accordance with applicable environmental and waste carrier requirements. The Customer confirms that they have the right to dispose of such items.
11.4 Any costs associated with lawful disposal, recycling, or tipping fees will be charged to the Customer, either as part of the Quotation or as an additional charge if not previously specified.
12. Insurance
12.1 The Company maintains insurance policies appropriate for its operations, in line with industry practice.
12.2 It is the Customer’s responsibility to arrange any additional insurance they consider necessary for their Goods or property. The Company does not provide all-risks cover for Goods unless specifically agreed in writing.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with the Company as soon as possible so that it can be investigated and resolved where appropriate.
13.2 The Customer should provide full details of the complaint, including dates, addresses, and a description of the issue. The Company will review the complaint and respond within a reasonable timeframe.
14. Privacy and Data
14.1 The Company will collect and use personal data from the Customer for the purposes of handling enquiries, providing Services, managing bookings, processing payments, and complying with legal obligations.
14.2 The Company will take appropriate steps to protect personal data and will not share it with third parties except where necessary to provide the Services, process payments, or 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 the Services, 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 the Services.
16. General Provisions
16.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior discussions or understandings.
16.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.3 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the Company’s prior written consent.
16.4 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 or any other right or remedy.
16.5 The Company may 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 booking.
