Terms and Conditions
Man with Van Twickenham Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Twickenham provides removal, transport and associated services. By making a booking, confirming a quotation or allowing our team to begin work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
1.1 "Company" means Man with Van Twickenham.
1.2 "Customer" means the person, firm or organisation that requests or accepts a quotation or booking for services from the Company.
1.3 "Services" means any removal, transport, packing, loading, unloading, furniture assembly or associated services provided by the Company.
1.4 "Goods" means all items handled, transported or stored by the Company on behalf of the Customer.
1.5 "Service Area" means the primary operating locations covered by the Company, including Twickenham and surrounding areas, as may be updated by the Company from time to time.
2. Scope of Services
2.1 The Company provides man and van, house removals, flat moves, small office moves, furniture transport and related services within its Service Area and to other destinations in the United Kingdom by prior agreement.
2.2 The exact scope of the Services will be as set out in the quotation or booking confirmation, including the collection address, delivery address, estimated time, number of operatives and size of vehicle where applicable.
2.3 Unless expressly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling of large or fixed items, packing of fragile goods, removal of fixtures or fittings, or specialist lifting requiring cranes or similar equipment.
3. Booking Process
3.1 Bookings may be requested by the Customer via the Company’s accepted communication methods. A booking is only confirmed when the Company issues an explicit confirmation, which may be in writing or in a recorded verbal form, and any required deposit has been received.
3.2 The Customer must provide accurate and complete information at the time of booking, including but not limited to:
(a) full collection and delivery addresses;
(b) access details at each property, including floor level, lifts, parking restrictions and any access limitations;
(c) an accurate description and approximate volume of Goods to be moved;
(d) any special handling requirements, such as fragile, heavy, bulky or high-value items.
3.3 The Company reserves the right to amend or withdraw a quotation or booking if the information provided by the Customer is incomplete or inaccurate, or if the circumstances on the day differ significantly from those described at the time of booking.
3.4 Quotations are based on the information supplied by the Customer and are normally valid for a limited period as stated in the quotation. If no period is stated, the quotation will be valid for 30 days from the date of issue, subject to availability of resources.
4. Access and Parking
4.1 The Customer is responsible for ensuring that suitable parking is available for the Company’s vehicle at both collection and delivery locations, in accordance with local regulations.
4.2 Any parking charges, fines or penalties arising from inadequate or unlawful parking arrangements caused by inaccurate information or instructions from the Customer will be added to the Customer’s invoice and are payable by the Customer.
4.3 If access to the property is restricted or unsafe, or if the vehicle cannot be parked within a reasonable distance, the Company may:
(a) charge additional fees to cover the extra time and labour required; or
(b) refuse to carry out part or all of the Services if it is deemed unsafe or impracticable, in which case the full or a reasonable proportion of the agreed charges may still be payable.
5. Customer Responsibilities
5.1 The Customer must ensure that:
(a) Goods are properly packed, labelled and ready for transport, unless packing services have been agreed;
(b) all valuables, important documents, cash, jewellery and other high-value items are removed and kept in the Customer’s personal possession, as these are excluded from the Company’s liability unless expressly agreed in writing;
(c) any Goods requiring disassembly are dismantled before the arrival of the Company’s team, unless dismantling has been specifically agreed as part of the Services;
(d) all walkways, staircases and access points are safe and free from obstruction on the day of the move;
(e) all necessary permissions for parking and access have been obtained.
5.2 The Customer, or a responsible representative, must be present at both collection and delivery addresses to direct the Services, sign any required documentation and check that the move has been completed to their satisfaction.
6. Payments and Charges
6.1 The Company’s charges may be based on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking.
6.2 The Customer will be informed of the applicable rates, minimum charges, and any additional fees for services such as packing, dismantling and reassembly at the time of quotation.
6.3 The Company reserves the right to request a deposit or full prepayment prior to the commencement of the Services. Any such requirement will be communicated to the Customer at the booking stage.
6.4 Unless otherwise agreed in writing, payment of any balance is due immediately upon completion of the Services. The Company may refuse to unload Goods until full payment has been received.
6.5 Additional charges may apply where:
(a) the move takes longer than the estimated time due to reasons beyond the Company’s control, including but not limited to Customer delays, poor access or underestimated volume of Goods;
(b) extra services are requested by the Customer on the day of the move;
(c) waiting time is incurred due to the Customer, third parties or property-related issues.
6.6 If payment is not made when due, the Company may charge interest on the overdue amount at the statutory rate and may take reasonable steps to recover the debt, including legal action where appropriate.
7. Cancellations and Amendments
7.1 The Customer may cancel or amend a booking by providing notice to the Company. The date on which the Company receives the notice will be the effective cancellation or amendment date.
7.2 The following cancellation charges may apply, unless otherwise specified in the quotation or confirmation:
(a) More than 7 days before the scheduled service date: no cancellation fee, and any deposit may be refunded or credited at the Company’s discretion.
(b) Between 7 days and 48 hours before the scheduled service date: the Company may retain all or part of any deposit and may charge up to 50 percent of the quoted price.
(c) Less than 48 hours before the scheduled service date or on the day of the move: the Company may charge up to 100 percent of the quoted price.
7.3 If the Customer wishes to change the date, time or details of the booking, the Company will make reasonable efforts to accommodate the request, subject to availability. Changes may result in revised charges.
7.4 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including severe weather, accidents, vehicle breakdown, illness, or other operational issues. In such cases, the Company will seek to reschedule the Services or provide a refund of any amounts paid for Services not provided, but will not be liable for any indirect or consequential losses.
8. Goods and Items Excluded from Transport
8.1 Unless specifically agreed in writing, the Company will not transport:
(a) hazardous, explosive, corrosive, flammable or otherwise dangerous materials;
(b) illegal items or substances;
(c) live animals or plants;
(d) perishable foodstuffs;
(e) items of extraordinary value, such as jewellery, antiques, artwork, collections or important documents.
8.2 If any such items are handed to the Company without prior agreement, this is entirely at the Customer’s risk, and the Company may remove or dispose of them safely in accordance with relevant regulations, with any associated costs charged to the Customer.
9. Waste Regulations and Disposal
9.1 The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste carrier and will only remove and dispose of items as agreed in the scope of Services.
9.2 Any request for disposal of furniture, appliances or other items must be explicitly agreed in advance and may incur additional charges.
9.3 The Customer confirms that any items presented to the Company for disposal are lawfully owned by the Customer and free from any third-party interests, and that the Customer has the right to dispose of them.
9.4 The Company reserves the right to refuse the removal or disposal of any item that is unsafe, unlawful to transport, or in breach of waste regulations.
10. Liability and Limitations
10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage to Goods or property is subject to the limitations set out in this clause.
10.2 The Company’s total liability for any loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed the lower of:
(a) the actual replacement value of the item; or
(b) a reasonable limit per item or per job as may be stated in the quotation or otherwise notified to the Customer.
10.3 The Company will not be liable for:
(a) loss or damage arising from inherent defects, pre-existing damage, poor packing by the Customer, or normal wear and tear;
(b) loss of profits, income, business, goodwill or any indirect or consequential loss;
(c) loss or damage to items excluded under clause 8, unless specifically agreed in writing;
(d) delays caused by traffic, weather, road closures, or other matters beyond the Company’s reasonable control.
10.4 The Customer must inspect Goods and property promptly on completion of the Services and report any visible loss or damage to the Company as soon as reasonably possible and, in any event, within 48 hours of completion. Failure to notify within this period may affect the Company’s ability to investigate and may limit or extinguish any liability.
10.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded.
11. Insurance
11.1 The Company maintains appropriate insurance cover in connection with its Services, subject to policy terms, conditions and exclusions.
11.2 It is the Customer’s responsibility to ensure that their own contents or household insurance provides sufficient cover for the move, particularly for high-value or fragile items.
12. Delays and Postponements
12.1 Whilst the Company will use reasonable efforts to adhere to agreed times, all arrival and completion times are estimates and not guaranteed.
12.2 The Company will not be liable for any loss, expense or inconvenience resulting from delays that are outside its reasonable control, such as congestion, accidents, severe weather or third-party actions.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should inform the Company as soon as possible so that the issue can be addressed promptly.
13.2 The Company will investigate any complaint in a fair and timely manner and, where appropriate, propose a resolution which may include repair, replacement, partial refund or other reasonable remedy, subject to the limitations of liability set out in these Terms and Conditions.
14. Data Protection and Privacy
14.1 The Company collects and processes personal data about the Customer to arrange and carry out the Services, handle payments, manage bookings and respond to queries.
14.2 The Company will handle personal data in accordance with applicable data protection laws and only retain such data for as long as necessary for legal, accounting or operational purposes.
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 provided by the Company, 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 their subject matter.
16. General Provisions
16.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of Services and supersede any prior understandings or agreements, whether oral or written.
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 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.4 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company.
16.5 The Company reserves the right to 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.
