Man With a Van Croydon Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Croydon provides services to customers. By making a booking, using our services or allowing our operatives to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given:

1.1 "Company" means Man With a Van Croydon, the provider of removal and related services.

1.2 "Customer" means any individual or business who requests, books, or uses the services of the Company.

1.3 "Services" means any transport, moving, loading, unloading, packing, furniture relocation, or related services carried out by the Company.

1.4 "Vehicle" means any van or other vehicle used by the Company to provide the Services.

1.5 "Goods" means all items, furniture, boxes, personal effects, equipment, or materials handled, transported, or stored by the Company as part of the Services.

1.6 "Service Area" refers to the areas within which the Company routinely operates, including Croydon and surrounding districts, as may be updated by the Company from time to time.

2. Booking Process

2.1 All bookings are subject to availability and are only confirmed when the Company has provided a written or verbal confirmation of the agreed date, time, and service details, and where applicable, has received any required deposit.

2.2 When making a booking, the Customer must provide accurate and complete information, including but not limited to:

(a) Collection and delivery addresses.

(b) Details of property access, such as floor level, lift availability, parking restrictions, and distance from parking to entrance.

(c) An accurate description and approximate volume or number of Goods to be moved.

(d) Any special handling requirements, such as fragile items, heavy or bulky items, or items requiring disassembly or reassembly.

2.3 The Company will provide a quotation based on the information supplied. Quotations may be given as a fixed price or as an hourly rate with a minimum charge. If the information provided is incomplete or inaccurate, the Company reserves the right to adjust the quotation and charge for any additional time, labour, or resources reasonably required.

2.4 The Customer is responsible for ensuring that any required parking permits or permissions for loading and unloading are in place before the date of the move. Any fines, penalties, or additional charges incurred due to lack of suitable parking or access may be charged to the Customer.

3. Services Provided

3.1 The Company provides man and van removal services, including domestic and small office moves, local transport of items, and related assistance within its Service Area and to other destinations within the United Kingdom, as agreed.

3.2 Unless explicitly agreed in writing, the Company does not provide long-term storage, specialist installation services, plumbing or electrical disconnection, or reconnecting of appliances.

3.3 Any dismantling or reassembly of furniture will only be undertaken if it has been agreed in advance or where operatives reasonably determine it is necessary for safe transport. Additional time required for such work may be chargeable.

3.4 The Company reserves the right to refuse to move any items which, in the opinion of its operatives, may pose a health and safety risk, are prohibited by law, or are unsuitable for transport in the Vehicle.

4. Customer Responsibilities

4.1 The Customer is responsible for proper packing of Goods unless a packing service has been separately agreed. All boxes should be closed and sealed, and fragile items should be adequately protected.

4.2 The Customer must ensure that access to the collection and delivery addresses is safe, clear, and suitable for the Vehicle and operatives. This includes ensuring that stairwells, corridors, and doorways are sufficiently clear and that floors or surfaces are reasonably safe to work on.

4.3 The Customer or an authorised representative must be present at both the collection and delivery addresses to oversee the move, provide instructions, and sign any required documents. If no authorised person is present, the Company may, at its discretion, proceed with the move based on the original instructions and shall not be liable for any loss arising from misunderstanding or lack of guidance.

4.4 It is the Customer’s responsibility to ensure that any Goods left in drawers or furniture are suitable to be transported in that state. The Company may request the removal of contents if they are heavy, fragile, or unsafe.

5. Payments and Charges

5.1 The Customer agrees to pay the charges quoted or otherwise agreed with the Company for the Services provided. Charges may be based on a fixed price or on an hourly rate, with any applicable minimum charge and call-out fee.

5.2 Payment terms will be confirmed at the time of booking. Unless otherwise agreed:

(a) For residential Customers, payment is typically due on completion of the job on the day of service.

(b) For business Customers, payment terms may be agreed on a case-by-case basis and confirmed in writing.

5.3 The Company accepts payment by methods specified at the time of booking. The Company reserves the right to request a deposit or full prepayment, particularly for larger moves, long-distance jobs, or peak periods.

5.4 If the move takes longer than the time estimated or quoted on an hourly basis due to circumstances beyond the Company’s control, such as delays caused by the Customer, waiting for keys, restricted access, or inaccurate information, the Customer will be charged for the additional time at the agreed rate.

5.5 If the Customer fails to make payment when due, the Company reserves the right to charge reasonable late payment fees, interest, and any costs incurred in recovering outstanding amounts.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible. All cancellations and changes are subject to the Company’s acceptance and these Terms and Conditions.

6.2 The Company may apply cancellation charges as follows, unless otherwise stated at the time of booking:

(a) Cancellations more than 48 hours before the scheduled start time: no cancellation fee, or a nominal administration fee at the Company’s discretion.

(b) Cancellations between 24 and 48 hours before the scheduled start time: up to 50 percent of the quoted price may be charged.

(c) Cancellations less than 24 hours before the scheduled start time or failure to be present at the agreed time and location: up to 100 percent of the quoted price may be charged.

6.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will endeavour to accommodate such changes but cannot guarantee availability. Changes may result in revised charges.

6.4 The Company reserves the right to cancel or postpone a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, Vehicle breakdown, illness, accidents, road closures, or other operational issues. In such cases, the Company will seek to reschedule the Service at a mutually convenient time and will not be liable for consequential losses.

7. Restrictions and Prohibited Items

7.1 The Company will not transport hazardous, illegal, or dangerous goods, including but not limited to explosives, flammable liquids, gases, chemicals, weapons, stolen goods, or any items prohibited by law.

7.2 The Company should be informed in advance of any items of particularly high value, delicate items such as antiques or art, or items with special handling requirements. The Company may refuse to move such items or may require specific arrangements and additional charges.

7.3 Animals, live plants, and perishable goods are transported only at the Customer’s risk and should be disclosed to the Company in advance.

8. Waste and Environmental Regulations

8.1 The Company provides removal and transport services and is not a licensed waste carrier unless explicitly stated. The Company does not remove household or commercial waste, rubble, construction debris, or any items that require disposal at a licensed waste facility, unless agreed in advance and in compliance with regulatory requirements.

8.2 The Customer must not present items for removal that constitute controlled waste, such as fridges, freezers, certain electrical items, or hazardous materials, without prior agreement. Where such services are agreed, additional charges may apply to cover lawful disposal costs.

8.3 The Customer remains responsible for ensuring that any items intended for disposal are handled in accordance with applicable waste and environmental regulations. The Company reserves the right to refuse to take any items that appear to require special disposal licensing or to pose an environmental or safety risk.

9. Liability and Insurance

9.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this clause.

9.2 The Company is not liable for:

(a) Loss or damage arising from the Customer’s failure to pack items properly, unless the Company has provided a packing service.

(b) Damage to Goods where they have pre-existing defects, weaknesses, or instability.

(c) Loss or damage resulting from handling of items that the Company advised were unsuitable for moving, or which the Customer insisted be moved against the Company’s advice.

(d) Loss of data or information contained on computers, devices, or storage media.

9.3 The Company’s liability for any claim of loss or damage to Goods shall, to the fullest extent permitted by law, be limited to the reasonable cost of repair or replacement, up to a maximum value that may be specified by the Company from time to time or agreed in writing with the Customer.

9.4 The Customer must inspect Goods as soon as reasonably practicable after completion of the move. Any apparent loss or damage must be reported to the Company in writing within 48 hours of completion. The Company may not be liable for claims reported after this period, except where the Customer can show that earlier notification was not reasonably possible.

9.5 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of business, loss of opportunity, or emotional distress arising from the Services, whether in contract, tort, or otherwise.

9.6 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 which cannot be excluded or limited under applicable law.

10. Delays and Waiting Time

10.1 While the Company will use reasonable endeavours to adhere to agreed arrival and completion times, all times given are estimates and are not guaranteed. The Company is not liable for delays caused by traffic, weather, roadworks, breakdowns, or other circumstances beyond its control.

10.2 Where delays occur due to reasons outside the Company’s control, including waiting for keys, restricted access, or delays caused by the Customer, additional time may be chargeable at the agreed hourly rate.

11. Complaints

11.1 If the Customer is dissatisfied with any aspect of the Service, they should raise the issue with the operatives on site where possible, so that it can be addressed promptly.

11.2 If the issue cannot be resolved at the time, the Customer should submit a complaint to the Company in writing, providing full details of the issue, any relevant dates and times, and supporting information. The Company will investigate and respond within a reasonable timeframe.

12. Data Protection and Privacy

12.1 The Company may collect and process personal data necessary to manage bookings, provide Services, and maintain records. This may include names, addresses, contact details, and service information.

12.2 The Company will take reasonable steps to keep such information secure and will not share it with third parties except where necessary for the provision of the Services, for legal or regulatory reasons, or with the Customer’s consent.

13. Variation of Terms

13.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version applicable to any booking will be the version in force on the date the booking is confirmed.

14. Governing Law and Jurisdiction

14.1 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.

14.2 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.

By confirming a booking with Man With a Van Croydon, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.