Terms and Conditions

Man and a Van Dulwich Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Dulwich provides removal, transport and related services. By making a booking, paying a deposit, or otherwise instructing us to proceed with a job, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

These terms apply to all customers using our services for residential or commercial moves, deliveries, and associated services within our operating area and beyond, unless we agree different written terms in advance.

Definitions

In these Terms and Conditions, the following definitions apply:

Customer means the person, company or organisation that books or pays for the services, or on whose behalf the services are arranged.

Services means any removal, transport, man and van, loading, unloading, packing, storage, or related services we provide.

Goods means the items, belongings, furniture, equipment, or materials that we are asked to move, handle, or store.

Contract means the legally binding agreement between the customer and Man and a Van Dulwich made in accordance with these Terms and Conditions.

Scope of Services

Man and a Van Dulwich provides man and van services, household and office removals, small to medium moves, student moves, and local and regional deliveries. The exact services to be provided will be set out in your quotation, booking confirmation, or as agreed in writing prior to the job.

We reserve the right to decline any job or request for services at our sole discretion, including where the work would be unsafe, unlawful, or outside our reasonable capabilities or capacity.

Booking Process

All bookings must be arranged directly with us. You may be asked to provide full and accurate details of your requirements, including but not limited to:

Pickup and drop-off addresses and any additional stops. Dates and times for the move or delivery. Type and approximate quantity or volume of goods. Access details at all locations, including floor levels, lifts, stairs, parking restrictions and any special requirements.

Quotations are based on the information provided by you. If the information you provide is incomplete, inaccurate, or changes materially before or during the job, we reserve the right to amend the quotation, adjust the price, or, where necessary, decline to complete all or part of the work.

A booking is not confirmed until we have accepted your request and you have accepted our quotation, including any requirement for a deposit or pre-payment. We may confirm bookings verbally or in writing. You may be asked to provide proof of identity and proof of address before the service is carried out.

Quotations and Pricing

Our quotations are usually based on either an hourly rate or a fixed price for the work described. All quotations will specify the basis on which the charges are calculated.

Unless stated otherwise in the quotation, prices do not include:

Congestion charges, tolls or ferry costs. Parking charges, permits or penalties. Additional insurance cover. Packing materials not listed in the quotation. Waiting time caused by delays outside our control.

If the actual work takes longer than anticipated, or additional services are requested or required on the day of the job, charges may be adjusted accordingly at our standard rates.

Quotations are valid for a limited period as stated at the time of issue or, if no period is stated, for 30 days from the date of the quotation. We may withdraw or amend a quotation at any time before it is accepted.

Deposits and Payments

We may require a deposit or full pre-payment to secure your booking. Details of any deposit or pre-payment requirement will be confirmed at the time of booking.

Unless otherwise agreed in writing, payment terms are as follows:

For hourly rate jobs, payment is due immediately upon completion of the job. For fixed price jobs, payment may be required in full in advance or as otherwise agreed at the time of booking.

We accept various forms of payment, which may include card payments, bank transfer or cash, as notified to you at the time of booking. We reserve the right to refuse payment in certain forms or to request cleared funds before starting the job.

Where payment is not made when due, we may charge interest on overdue amounts at the statutory rate, along with reasonable costs of collection. We reserve the right to suspend or cancel any services where payment terms are not met.

Cancellations and Amendments

If you need to cancel or amend your booking, you must notify us as soon as possible. Cancellation and amendment charges may apply as follows, unless otherwise stated in your quotation or confirmation:

If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or credited at our discretion, subject to any reasonable administrative costs.

If you cancel within 48 hours but more than 24 hours before the scheduled start time, we may retain all or part of any deposit to cover lost booking time and preparation costs.

If you cancel within 24 hours of the scheduled start time, or fail to be present or ready when we arrive, we may charge up to the full quoted amount or a minimum call-out charge, whichever is higher.

Amendments to the booking, including changes of date, time, addresses or scope of work, are subject to availability and may require a revised quotation. If we cannot accommodate your requested changes, your original booking may be treated as cancelled and the above cancellation terms will apply.

We reserve the right to cancel or postpone a booking due to circumstances beyond our control, including but not limited to severe weather, vehicle breakdown, staff illness, road closures or safety concerns. In such cases, we will seek to offer an alternative date or time. Our liability will be limited to a refund of any amounts paid for services not yet provided, and we will not be responsible for any consequential losses arising from such cancellation or postponement.

Customer Responsibilities

You are responsible for:

Ensuring that you have the legal right to move the goods and that they do not belong to anyone else whose permission is required. Arranging appropriate access and parking at all addresses and providing accurate information about any restrictions. Packing and preparing goods safely and adequately, unless we have agreed to provide packing services. Removing any fixtures, fittings or equipment that require specialist disconnection, unless otherwise agreed.

You must not ask us to move any goods that are illegal to possess or transport, hazardous, explosive, highly flammable, perishable, or otherwise unsafe. If such items are discovered, we may refuse to transport them and may report the matter to the appropriate authorities where legally required.

You or an authorised representative must be present during loading and unloading, to provide instructions, confirm items, and sign any relevant documentation. If no representative is present, we will carry out the work as we consider appropriate and will not be liable for any costs or losses arising from the absence of instructions.

Access and Parking

You must ensure that suitable parking is available for our vehicles at all collection and delivery addresses. Any parking permits, reservations or authorisations must be arranged by you in advance unless we expressly agree otherwise.

You will be responsible for any parking charges, penalties or fines incurred as a result of inadequate parking arrangements, restrictions, or inaccurate information provided to us. These amounts may be added to your final invoice.

If access is restricted or significantly more difficult than described at the time of booking, this may increase the time required to complete the work and may result in additional charges. This includes long carrying distances, multiple flights of stairs, narrow doorways, or obstacles that were not disclosed in advance.

Waste and Disposal Regulations

Man and a Van Dulwich is not a general waste carrier and does not operate as a refuse collection service. We comply with applicable waste and environmental regulations in the United Kingdom.

We may agree, by separate arrangement, to remove certain unwanted items or dispose of specific goods as part of a move. This will be subject to:

Compliance with relevant waste transfer and disposal rules. Additional charges for disposal, recycling or specialist handling. Our absolute discretion as to what we can safely and lawfully remove.

We will not remove or dispose of hazardous waste, including but not limited to asbestos, chemicals, paint, solvents, gas bottles, explosives, medical waste or contaminated materials. You are responsible for arranging lawful disposal of such items with an appropriate specialist provider.

Where goods are to be disposed of, you warrant that you have full authority to authorise their disposal and that no other party has a claim to them. Once goods have been handed over to us for disposal, they may not be recovered.

Liability and Insurance

We will use reasonable care and skill in providing our services. However, our liability for loss or damage is limited as set out in this section.

We do not accept liability for:

Loss or damage arising from your failure to pack goods properly, unless we have agreed to provide packing services. Loss or damage to goods that are inherently fragile, have pre-existing damage, or are inadequately protected. Indirect or consequential losses, including loss of profit, loss of use, loss of opportunity or emotional distress.

Our liability for loss of or damage to goods while in our care shall not exceed the reasonable replacement value of the item, subject to any overall limit stated in your quotation or confirmation. You may be required to provide evidence of value and ownership.

Certain items may be excluded or subject to a lower liability limit, including but not limited to cash, jewellery, watches, precious metals, antiques, artwork, important documents, electronic data, and items of sentimental value. You should not include such items in the goods unless we have expressly agreed in writing and you have arranged appropriate insurance.

We will not be liable for loss or damage resulting from causes beyond our reasonable control, including but not limited to acts of God, adverse weather, road accidents caused by third parties, strikes, civil unrest, or compliance with legal obligations.

You are advised to arrange adequate insurance cover for your goods during transit and handling, whether through your own policy or any additional cover we may offer where available.

Claims and Complaints

If you believe that loss or damage has occurred, or if you wish to make a complaint about our services, you must notify us as soon as reasonably possible.

For loss or damage to goods, you should:

Note any visible damage on the job completion or delivery documents at the time of delivery where possible. Inform us in writing as soon as you become aware of any loss or damage, providing full details and supporting evidence.

We will consider claims in good faith and may request photographs, receipts, or other evidence. Failure to notify us promptly may affect our ability to investigate and may reduce or extinguish any liability we may have.

For service complaints, we will aim to resolve issues informally at first instance. If a satisfactory resolution cannot be reached informally, you may submit a written complaint for further review. Our decision on complaints will be final, without prejudice to any legal rights you may have.

Delays and Missed Time Slots

While we aim to arrive and complete work within agreed time slots, all timings are estimates and may be affected by traffic, road conditions, previous jobs, and other factors beyond our control.

If we anticipate a significant delay, we will make reasonable efforts to inform you. We will not be liable for loss or inconvenience arising from delays, unless expressly agreed otherwise in writing.

Right to Subcontract

We may, at our discretion, use subcontractors or partner companies to carry out all or part of the services. Where we do so, these Terms and Conditions will continue to apply to the services provided on our behalf.

Termination

We may terminate the contract or suspend services immediately if you commit a serious breach of these Terms and Conditions, including but not limited to failure to pay when due, providing false information, abusive or unsafe behaviour towards our staff, or requesting unlawful services.

On termination, any sums owed to us will become immediately due and payable. Termination will not affect any rights or remedies that have accrued prior to termination.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

You and Man and a Van Dulwich 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, whether contractual or non-contractual.

General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between you and Man and a Van Dulwich in relation to the services, and supersede any prior agreements, understandings or representations, whether oral or written, relating to the same subject matter.

We reserve the right to 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.