Man With Van Twickenham Terms and Conditions
These Terms and Conditions apply to all services provided by Man With Van Twickenham, including domestic moves, office relocations, single-item transport, furniture delivery, and related loading or unloading services. By placing a booking, the customer agrees to be bound by these terms in full. If any part of these Terms and Conditions is not clear, the customer should raise the issue before confirming a booking. These terms are designed to set out the responsibilities of both parties, reduce misunderstandings, and ensure a smooth, lawful, and efficient service.
The man with van service is provided on the basis of the information supplied by the customer at the time of booking. Any changes to collection points, delivery points, access conditions, parking arrangements, item list, or timing may affect the price and service availability. Customers must ensure that all details are accurate, complete, and updated as soon as any changes occur. Where the service is booked on behalf of another person, the person making the booking remains responsible for ensuring that these terms are accepted and that payment is made in line with the agreed arrangements.
These terms apply to all users of the Twickenham man and van service, whether the booking is for a local move, a longer-distance job, a same-day collection, or a scheduled appointment. The company may refuse, suspend, or cancel a service where the customer has provided false information, the load is unsafe, the property is unsuitable for transport, or the service would require unlawful conduct. Nothing in these terms limits rights that cannot lawfully be excluded under UK law.
1. Booking Process
A booking is made when the customer accepts a quotation or confirms an agreed service arrangement. Quotations may be based on hourly rates, fixed prices, mileage, item type, volume, access conditions, or a combination of these factors. Man with van Twickenham bookings are subject to vehicle availability, staff availability, and the accuracy of the information provided. A quote is not a final guarantee if the job differs materially from the description provided at the booking stage. The company may revise the price where additional labour, waiting time, stair carries, long carries, parking constraints, or extra stops are required beyond the original scope.
Customers should provide full information about the items to be moved, including dimensions, approximate weight, fragility, dismantling or reassembly needs, and any special handling requirements. The customer must also disclose anything that may pose a risk, such as hazardous substances, sharp objects, poor access, heavy appliances, or items exceeding reasonable manual handling limits. The company may decline to move items that are unsafe, prohibited, or unsuitable for transport. For man and van Twickenham services, access and parking details should be accurate so that the vehicle can arrive and operate lawfully and safely.
Where an estimated arrival time or time slot is provided, this is an estimate only unless expressly agreed as a guaranteed fixed appointment. Delays may arise from traffic, weather, operational issues, or prior jobs overrunning. The company will use reasonable efforts to notify the customer of significant delay where possible. If the customer is not present at the collection or delivery address at the agreed time and the job cannot proceed, waiting time, redelivery charges, or cancellation fees may apply. Rebooking may also be required at the company’s discretion.
2. Payments and Charges
Payment terms will be confirmed before the service begins. Unless otherwise agreed in writing, payment is due on completion of the job or at the point specified in the booking confirmation. The company may require a deposit, card pre-authorisation, or full advance payment for certain bookings, especially where there are high-value items, longer routes, or substantial labour requirements. Accepted payment methods may vary by booking, and the customer is responsible for ensuring sufficient funds are available. If payment is made by a third party, the customer remains liable until full payment has cleared.
All prices are quoted in pounds sterling and may be subject to VAT where applicable. Additional charges may apply for waiting time, congestion, parking penalties caused by the customer’s arrangements, extra stops, difficult access, urgent same-day work, late amendments, or services outside the agreed scope. Where the customer requests additional work during the appointment, the company may charge separately for that work at the applicable rate. Any unpaid amounts may be recovered as a debt, and the customer may be liable for reasonable costs incurred in recovery, where permitted by law. The company reserves the right to withhold unloading, delivery, or release of goods until payment is made in full, subject to legal limits.
In cases where the customer cancels late, prevents the job from being completed, or materially misdescribes the load or access conditions, charges may still apply to reflect vehicle dispatch, staff attendance, fuel, and time spent. If a quote has been based on an estimate and the actual service requirements are greater than anticipated, the final charge may be adjusted to reflect the work carried out. Customers should check the invoice promptly and notify the company of any billing query within a reasonable time. Failure to raise a query does not remove the obligation to pay sums lawfully due.
3. Cancellations, Rescheduling, and No-Show Policy
Cancellations must be made as early as possible. If a customer wishes to cancel or change the date, time, or scope of a booking, the company should be informed promptly so that the schedule can be updated. Depending on the notice period and the type of booking, cancellation charges may apply. Where a deposit has been paid, it may be retained in full or in part to cover administrative costs, vehicle allocation, and lost booking opportunity, except where consumer law requires otherwise. For time-sensitive man and van bookings, late cancellations may result in a greater charge due to the short notice given.
If the customer is not available at the agreed collection or delivery time, or if access is not possible because the property is locked, the goods are not ready, or the customer fails to provide the necessary instructions, the booking may be treated as a no-show or failed attendance. In such cases, the company may charge a call-out fee, waiting fee, or full service charge depending on the circumstances. The company will make reasonable efforts to accommodate rebooking, but availability cannot be guaranteed. Where the company must leave the site because the customer is absent or unprepared, the customer may still be responsible for the full or partial cost of the appointment.
If the company must cancel due to vehicle failure, staff illness, unsafe conditions, severe weather, legal restrictions, or other circumstances beyond its control, the company will seek to notify the customer as soon as reasonably possible and may offer an alternative time where feasible. The company shall not be liable for indirect losses resulting from a cancellation that is caused by events outside its reasonable control. In all cases, the company will act fairly and use reasonable efforts to minimise disruption. Nothing in this section affects the customer’s statutory rights where the law provides otherwise.
4. Customer Responsibilities and Service Conditions
The customer must ensure that the premises, goods, and routes are safe and accessible. This includes arranging parking where necessary, securing any required permissions, protecting floors or walls where appropriate, and advising of any restrictions such as narrow stairways, lift limits, time restrictions, or building rules. The customer is responsible for ensuring that all items are ready for transport unless dismantling, wrapping, or packing has been expressly included in the booking. If the company assists with packing or dismantling, this is done on a reasonable-efforts basis unless otherwise agreed in writing.
The customer must be present or nominate a responsible adult to provide instructions if needed. Any items of special value, such as cash, jewellery, documents, electronics, antiques, or irreplaceable family goods, should be declared in advance. The company may refuse to transport items of exceptional value unless prior arrangements are made. The customer should also secure pets, children, and personal belongings during loading and unloading to avoid injury or accidental damage. The company is not responsible for delays caused by the customer’s failure to prepare the premises or goods properly.
Man With Van Twickenham operates on the basis that the customer has the right to request transport of the listed items and that no third-party rights are infringed. The customer warrants that goods are lawful to move, not stolen, not prohibited, and not subject to seizure or legal dispute. If the company reasonably suspects that items are illegal, dangerous, contaminated, or otherwise unsuitable, it may refuse to carry them and may terminate the service without liability. The customer shall indemnify the company against losses arising from false declarations, unlawful goods, or breach of these responsibilities.
5. Liability, Damage, and Insurance
The company will exercise reasonable care and skill in providing the service. However, liability is limited to the extent permitted by law. The company is not liable for loss or damage arising from items that were inadequately packed, inherently fragile, improperly labelled, or already defective before collection. The company is also not liable for delays or losses caused by traffic, weather, road closures, police action, industrial action, or other events outside its reasonable control. Any claim for damage must be reported as soon as reasonably practicable and, where possible, before the vehicle leaves the delivery point.
Where the company is found legally responsible for loss or damage, liability may be limited to the reasonable repair cost, replacement value, or declared value, depending on the circumstances and any insurance arrangements in place. The company will not be responsible for indirect or consequential losses, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is not permitted by law. Customers are strongly encouraged to arrange suitable insurance for high-value or fragile items, particularly where they are not adequately covered by standard household or business insurance.
The company does not accept liability for minor scuffs, cosmetic marks, or superficial wear to items that are old, fragile, or already in poor condition, provided reasonable care has been taken. The customer must cooperate with any inspection process and provide photographs, receipts, or other evidence if a claim is made. No claim will be accepted for damage that the customer discovered but failed to report within a reasonable period. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
6. Waste, Disposal, and Environmental Compliance
Where the service includes removal of unwanted items, packaging, or waste, the customer must be clear about what is to be taken away. The company will only handle waste in accordance with applicable UK waste regulations, including duty of care requirements. Customers must not ask the company to dispose of hazardous, clinical, contaminated, or regulated waste unless this has been specifically agreed and is lawful. Items such as paint, chemicals, asbestos, gas cylinders, oils, batteries, and electrical waste may be subject to special rules and must not be presented for disposal unless the company confirms that it is lawful and safe to collect them.
The customer remains responsible for ensuring that waste is accurately described and separated where required by law. If any load is later found to contain prohibited waste, the company may refuse collection, return the items to the customer, or arrange lawful disposal at the customer’s cost. The customer must provide any information needed for lawful transfer notes, receipts, or records where applicable. The company reserves the right to refuse mixed loads, fly-tipped material, or waste that cannot be handled in compliance with environmental law. This section applies equally to clearance-related work and to any man with van Twickenham booking that includes disposal tasks.
The customer acknowledges that improper disposal may result in legal penalties for both the customer and the operator. Accordingly, the company may require written confirmation about the nature and origin of waste before accepting a job. If a customer requests disposal of items that are not permitted, the company may cancel the waste element of the booking immediately. The company does not agree to act unlawfully or to bypass any regulatory duty. Any attempt by the customer to conceal restricted waste may be treated as a material breach of contract and may lead to additional charges or refusal of future service.
7. Complaints, Force Majeure, and Governing Law
If the customer has a complaint, it should be raised as soon as possible so the matter can be reviewed promptly. The company may request supporting evidence, including photographs, booking details, or invoice information. Reasonable steps will be taken to investigate and resolve disputes fairly. Complaints relating to damage, missing items, or service issues should be raised without undue delay. The company may not be able to consider a complaint fully if the customer has moved, modified, or disposed of the relevant items before giving notice. This section does not affect any statutory rights the customer may have under consumer legislation.
The company shall not be liable for failure to perform, or delay in performing, any obligation caused by events beyond its reasonable control, including but not limited to extreme weather, fire, flood, accident, public disorder, civil emergency, illness, government restrictions, strike action, or unplanned vehicle breakdown. In such circumstances, the company will use reasonable efforts to resume service or agree a revised arrangement where possible. If performance becomes impossible or commercially impracticable due to a force majeure event, the company may suspend or terminate the affected booking without liability for consequential losses.
These Terms and Conditions, and any dispute or claim arising from them, shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another court. If any provision of these terms is found invalid or unenforceable, the remaining provisions shall continue in full force. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms as the basis of the service agreement for Man With Van Twickenham.