Terms and Conditions for Man With A Van Croydon
These Terms and Conditions set out the basis on which Man With A Van Croydon provides moving, transport, collection, and delivery services. By making a booking, the customer agrees to these terms, which are designed to create a clear and fair arrangement for both parties. They apply to domestic and commercial jobs unless otherwise agreed in writing. In these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the person requesting the service.
Please read these terms carefully before confirming any booking. A booking request is considered an offer by the customer to enter into a service agreement, and acceptance only occurs once we confirm the job. We may decline a booking at our discretion if the service requested is unsuitable, unsafe, unlawful, or outside our operational capacity. Any variation to these terms must be agreed in writing.
These terms apply to the full range of services offered under the name Man With A Van Croydon, including loading, unloading, transport, single-item moves, and small clearances. They do not create a guarantee of availability for any date or time unless we have confirmed the booking. Where the customer uses our services on behalf of another person, the customer remains responsible for ensuring that the relevant party understands and accepts these terms.
Booking process. A booking may be made by phone, email, online form, or any other method we make available. To confirm a booking, we usually require the customer to provide accurate information about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, stairways, lift availability, and any special handling needs. If the details supplied are incomplete or inaccurate, we may revise the price, alter the vehicle requirement, adjust the crew size, or withdraw the booking.
All quotations are based on the information provided at the time of enquiry. Unless expressly stated otherwise, quotes are estimates and may be changed if the actual job differs from the description supplied. This includes, without limitation, extra floors, heavy items, waiting time, restricted access, congestion, additional stops, or increased volume. The customer is responsible for ensuring that the job can be completed safely and lawfully within the agreed time frame.
We will confirm the booking only after we have received the required details and, where applicable, any deposit or advance payment. Confirmation may be given verbally or in writing, including by message or email. Once confirmed, the customer should check the date, time, addresses, and service scope immediately. Any later changes may be treated as a new request or may require a revised quotation. If the job involves third-party premises, the customer must obtain any necessary permissions in advance.
Payments. Payment terms will be agreed at the time of booking or stated on the invoice. Unless otherwise arranged, payment is due immediately on completion of the service. We may require a deposit, part payment, or full prepayment for some bookings, especially where the job is urgent, high value, or scheduled during busy periods. Deposits are generally non-refundable unless we cancel the service or agree otherwise in writing.
Accepted payment methods may include bank transfer, debit card, credit card, or cash, depending on the arrangement made. If payment is made by card or bank transfer, the customer must ensure sufficient funds are available and that the payment details are correct. Any bank charges, transfer fees, or currency conversion charges imposed by the customer’s bank remain the customer’s responsibility unless otherwise agreed.
If payment is not made when due, we may charge reasonable administration costs and statutory interest where permitted by law. We reserve the right to suspend further work, withhold delivery, or retain goods in our possession until outstanding sums are paid in full, to the extent allowed by law. Title to any goods sold separately remains with the relevant seller until payment is completed in accordance with that sale agreement.
Service performance and customer obligations
Customers must ensure that the items being moved are properly packed, labelled where necessary, and ready for loading at the agreed time. Fragile goods, loose components, and valuable personal items should be secured by the customer unless we have expressly agreed to pack or handle them. We are not responsible for delays caused by poor preparation, missing keys, unsuitable access, or the customer’s failure to be present when required.
The customer must make sure that the collection and delivery locations are safe for our staff and vehicle. This includes keeping paths clear, securing animals, and arranging parking where necessary. If parking restrictions, permits, loading bays, or building rules apply, the customer is responsible for obtaining permission or making suitable arrangements unless we have agreed to do so in advance. Any fines, penalties, tolls, or charges caused by inaccurate instructions or lack of access arrangements may be passed to the customer where lawful.
We may refuse to move any item that is illegal, dangerous, contaminated, excessively heavy for safe handling, or likely to cause injury or damage. This includes hazardous substances, pressurised containers, flammable materials, explosives, biological waste, and items prohibited by law. We may also decline to carry items that are not properly packaged or that could damage other goods, the vehicle, or property during transit.
Where the service includes dismantling or reassembly, the customer accepts that some furniture and fixtures may not be suitable for repeated assembly. We do not accept responsibility for pre-existing weakness, concealed defects, or manufacturer limitations. If an item cannot be safely dismantled without damage, we may refuse to proceed. Any bolts, fixings, screws, or fitting parts provided by the customer should be clearly identified and kept together.
Cancellations and changes. If you need to cancel or amend a booking, you should notify us as soon as possible. Cancellations made with sufficient notice may not attract a charge, depending on the nature of the job and any costs already incurred. If the booking is cancelled after we have allocated resources, started travel, or arrived at the location, a cancellation fee may apply to cover time, fuel, and admin costs. The exact fee may vary depending on the circumstances.
We reserve the right to cancel or postpone a booking if there is severe weather, unsafe access, vehicle failure, staff illness, road closures, traffic disruption, or any event outside our reasonable control. In such cases, we will aim to offer a new time or date where possible. We shall not be liable for losses arising from cancellation or delay caused by events beyond our control, provided we act reasonably and communicate the situation as soon as practicable.
Liability and limitations
We will use reasonable care and skill when carrying out our services. However, the customer acknowledges that moving goods can involve some risk, especially where items are heavy, awkward, fragile, or already damaged. We are not liable for loss or damage unless it is caused by our negligence, breach of contract, or failure to exercise reasonable care. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
Our liability for property damage, loss, or delay is limited to the direct loss reasonably foreseeable at the time of the booking and, where permitted by law, capped at the amount paid for the relevant service. We are not responsible for indirect or consequential losses, including lost profits, missed deadlines, loss of business, reputational damage, or inconvenience. Customers are encouraged to arrange suitable insurance for high-value items, and we may ask whether such cover is in place before accepting a booking.
We are not liable for damage arising from inadequate packaging, pre-existing damage, ordinary wear and tear, hidden defects, or the customer’s instructions where the customer has insisted on a particular method despite our advice. If an item appears damaged on collection, we may record its condition before transport. The customer should inspect the goods as soon as reasonably possible after delivery and notify us promptly of any issue. Failure to report an alleged problem within a reasonable time may affect our ability to investigate.
Waste regulations and clearance rules. Where our service includes removal of unwanted items, rubbish, or materials, the customer must ensure that the waste is correctly described and does not include prohibited substances. We comply with applicable UK waste management rules and expect customers to cooperate with lawful disposal arrangements. Waste must not be presented as household rubbish if it contains hazardous, clinical, electrical, commercial, or controlled materials requiring special handling.
We may request photographs or a description of waste before agreeing to collect it. If the customer misdescribes the waste or adds prohibited items after booking, we may refuse collection, revise the price, or require the customer to remove the offending items. The customer is responsible for ensuring that any waste transferred to us is lawful to transport and dispose of, and that ownership of the waste is properly transferred where required by law.
We may use licensed transfer, recycling, reuse, or disposal routes as appropriate. The customer agrees that waste may be handled in line with environmental obligations and that not all items will necessarily be disposed of in the same way. Where recycling or reuse is possible, items may be separated according to lawful procedures. If the customer requires evidence of lawful disposal, this may be provided where available and where it is operationally appropriate to do so.
Access, delays, and waiting time
The customer should ensure that someone is present at the agreed times to grant access, confirm instructions, and receive the goods where necessary. If we are delayed because keys are unavailable, lifts are out of order, parking is blocked, or the customer is not ready, waiting charges may apply. These charges reflect vehicle time, crew time, and any knock-on delay to other bookings. We will always aim to act fairly and proportionately.
If it becomes apparent that the service cannot be completed in one visit because of volume, access, or safety issues, we may need to make alternative arrangements or revise the job. Additional trips, extra manpower, or a larger vehicle may be charged separately. Any estimate of completion time is approximate only and may vary depending on traffic, loading conditions, weather, and the accuracy of the information supplied by the customer.
We are not responsible for missed appointments, missed moves, or missed deadlines caused by events outside our control or by the customer’s failure to prepare properly. If the customer asks us to wait, return later, or redeliver goods due to access problems, the extra time and mileage may be chargeable. We will keep disruption to a minimum and communicate any practical issue as soon as possible.
Customer property, storage, and uncollected items. Any items left in our vehicle, at a premises, or in temporary holding because delivery cannot be completed remain the customer’s responsibility. If the customer fails to collect property, make payment, or give instructions within a reasonable time, we may charge storage, redelivery, or administration costs where lawful. We may also exercise a lien over goods in our possession to secure unpaid charges, subject to legal limits.
If the customer asks us to place items in storage or to hold them temporarily, the arrangement must be agreed in writing and may be subject to additional terms. We do not offer long-term storage unless expressly stated. The customer must ensure that any item left with us is suitable for temporary holding and does not contain perishable goods, hazardous substances, or hidden valuables unless disclosed in advance.
If we need to dispose of abandoned goods, we will act in accordance with applicable law and any required notice procedures. The customer acknowledges that failure to pay charges or to respond to repeated requests may result in disposal or sale of goods where permitted. Any proceeds may be used to offset lawful costs, with any remaining balance handled in line with applicable legal obligations.
Complaints, variations, and law
We aim to provide a professional service and handle any issue promptly and fairly. If a problem arises, the customer should notify us as soon as reasonably possible so we can investigate. We may request photographs, written details, or other evidence. This does not affect any statutory rights the customer may have under UK law. Any agreed remedy will depend on the nature of the issue and the evidence available.
We may update these terms from time to time to reflect changes in our service, legal requirements, or business practices. The version in force at the time of booking will usually apply to that booking unless a later change is required by law or agreed otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
Governing law. These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. By using the services of Man With A Van Croydon, the customer confirms understanding of these terms and agrees that they form the basis of the service relationship.