Terms and Conditions
Man with Van Addiscombe Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Addiscombe provides removal and transport services to domestic and commercial customers. By making a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these Terms and Conditions.
These terms are intended to apply to all services provided within our usual operating area, including Addiscombe and surrounding locations, for both one-off and repeated instructions. Please read them carefully before placing a booking.
Definitions
In these Terms and Conditions, the following words have the meanings set out below:
Customer means the person, firm or company who requests or accepts a quotation for services from us.
We, us, our means the operator trading as Man with Van Addiscombe providing removal, transport and associated services.
Services means any removal, transport, loading, unloading, packing, furniture assembly, delivery, waste carriage or related work carried out by us for the customer.
Goods means any items, belongings, furniture, equipment, boxes or other property which are the subject of the services.
Vehicle means any van or other vehicle used by us to provide the services.
Quotations and Booking Process
Quotations are provided on the basis of information supplied by the customer, including the addresses involved, access details, parking conditions, the nature and volume of goods, and any special handling requirements. Quotations are normally given as estimates of time and cost and may be subject to adjustment if the actual work differs from what was described.
A booking is only confirmed when we have accepted your request, agreed a date and time, and provided you with confirmation verbally or in writing. We reserve the right to decline a booking at our discretion.
The customer is responsible for ensuring that all information provided at the time of quotation and booking is accurate and complete. If the information given is incomplete or inaccurate, we may adjust the price, amend the services, or refuse to undertake part or all of the work.
Any change requested by the customer to the agreed date, time, addresses, or scope of work is subject to our availability and may result in a revised quotation or additional charges.
Services and Responsibilities
We will provide the services with reasonable care and skill and in accordance with these Terms and Conditions. Our standard services include the provision of a van and one or more operatives, as agreed at the time of booking, to load, transport and unload the goods.
The customer is responsible for:
Ensuring that there is adequate access at collection and delivery addresses for our vehicle and personnel.
Arranging any necessary parking permissions, permits or suspensions in advance of the service date.
Ensuring that goods are safely and properly packed, unless packing has been expressly included as part of our services.
Securing or removing any fixtures, fittings, or items that require specialist disconnection such as electrical, gas or plumbing services, unless otherwise agreed.
Supervising loading and unloading where possible, and checking that nothing is left behind before departure from the collection address.
We reserve the right to refuse to transport any goods which, in our reasonable opinion, are unsafe, unlawful, excessively heavy, inadequately packed, or likely to cause damage to the vehicle, personnel, other goods or property.
Items Excluded from Transport
Unless specifically agreed in writing, we do not transport:
Hazardous, flammable, explosive or toxic materials.
Gas cylinders, fuel containers with residual fuel, or similar items.
Perishable or frozen food, live plants or live animals.
Cash, jewellery, watches, bullion, precious stones, or items of high individual value such as fine art or antiques.
Important documents including passports, deeds, bonds and similar items.
If any excluded items are handed to us without prior written agreement, our liability in respect of such items will be excluded to the maximum extent permitted by law, and you may be responsible for any related loss, damage, cost or claim.
Price, Payments and Waiting Time
Prices may be quoted as a fixed fee or on an hourly rate basis. The type of quotation will be made clear at the time of booking. Where an hourly rate applies, charges will be calculated from the time the vehicle arrives at the first collection address until the time the vehicle has completed unloading at the final delivery address, subject to any minimum charge period stated at the time of booking.
Payment terms will be confirmed at the time of booking. We may require full or partial payment in advance, or payment on completion of the services. We reserve the right to request a deposit to secure your booking. Any deposit requirements will be communicated to you before your booking is confirmed.
We may charge for waiting time if our team and vehicle are unable to begin loading or unloading at the agreed time due to delays beyond our control, including late access to the property, keys not being available, or failure by the customer to be present at the agreed time. Waiting time is normally charged at the agreed hourly rate.
If payment is not made when due, we may suspend services, retain goods in our possession until full payment is received, and charge reasonable costs incurred in recovering any overdue amounts.
Cancellations and Amendments
You may cancel or amend your booking by giving us notice as soon as possible. Any entitlement to a refund will depend on the amount of notice provided:
If you cancel more than 48 hours before the agreed start time, we will normally refund any deposit or prepayment, less any reasonable administrative costs we have incurred.
If you cancel within 48 hours of the agreed start time, we may retain part or all of any deposit or prepayment to cover our reasonable costs and loss of business.
If you cancel on the scheduled service day or after the vehicle has been dispatched, we reserve the right to charge up to the full quoted amount.
Changes to the date, time or scope of the service made within 48 hours of the scheduled start may be treated as a cancellation and rebooking at our discretion, and may incur additional charges.
We will use reasonable efforts to accommodate any requested changes, but cannot guarantee availability.
Customer Obligations on the Day
On the day of the move or service, the customer must ensure that:
They or an authorised representative is present throughout loading and unloading to provide instructions and sign any relevant paperwork.
All goods to be moved are ready for transport, properly packed and labelled where required, and that fragile items are clearly identified.
Parking and access at both collection and delivery addresses are arranged and available.
Any items requiring special handling or which are of high value have been disclosed in advance.
If the customer or their representative is not present and we are unable to obtain instructions, we may unload goods at the nearest safe location or return them to our base or a storage facility at the customer’s cost.
Liability for Loss or Damage
We will exercise reasonable care in handling and transporting goods. However, our liability for loss of or damage to goods, or for damage to property, is subject to the following limits and exclusions.
We will not be liable for any loss or damage arising from:
Insufficient or improper packing by the customer.
Normal wear and tear, or deterioration due to the nature of the goods.
Pre-existing damage or inherent defects in the goods.
Acts or omissions of the customer or any person acting on the customer’s behalf.
Weather conditions, traffic congestion, road closures or other causes beyond our reasonable control.
Where we are liable, our total liability for any one event or series of connected events will not exceed a reasonable replacement value for the affected items, subject always to any specific limitations notified to you at the time of booking or otherwise. We do not accept liability for indirect or consequential losses including loss of profit, loss of income, or loss of enjoyment.
Any claim for loss or damage must be notified to us in writing as soon as possible and in any event within seven days of completion of the services. You must provide a reasonable opportunity for us to inspect any alleged damage. Failure to notify us within this period may affect our ability to investigate and may limit or exclude any liability, except where not permitted by law.
Property Damage
We will take reasonable care to avoid damage to property such as walls, floors, staircases and doors while providing the services. The customer is responsible for protecting floors, carpets, and other vulnerable surfaces where required.
We are not responsible for damage that occurs where goods are moved at the customer’s request in circumstances where our team has advised that movement would be unsafe or likely to cause damage. We are not responsible for minor scuffs, marks or scratches that are reasonable and consistent with the normal progress of removal work.
Delays and Late Arrival
We will make every reasonable effort to arrive at the agreed time and complete the work within the estimated time. However, time is not of the essence in relation to our obligations and we shall not be liable for delay caused by circumstances beyond our reasonable control, including traffic, accidents, severe weather or road closures.
If we expect a significant delay, we will attempt to contact you and provide an updated arrival time. Where delay materially affects your booking, we will discuss alternative arrangements with you. Our liability for delays will be limited to a reasonable adjustment of charges where appropriate; we will not be liable for consequential losses arising from late arrival or extended duration of the services.
Waste and Rubbish Removal Regulations
Where our services include the removal and disposal of unwanted items, waste or rubbish, we will do so in accordance with applicable waste regulations. We will only carry waste that we are lawfully permitted to transport and dispose of.
The customer must accurately describe the nature of any waste to be removed, including any bulky items, electrical goods, or materials that may be subject to special disposal rules. We reserve the right to refuse to carry any waste that is hazardous, controlled or not suitable for our vehicles or disposal arrangements.
Additional charges may apply for the disposal of certain items, including mattresses, electrical appliances, and heavy or bulky waste. Any such charges will be explained where possible before removal.
The customer remains responsible for any fines, penalties or charges arising from incorrect information supplied about waste items, or from attempts to dispose of prohibited materials that were not disclosed to us.
Customer Indemnity
The customer agrees to indemnify us and keep us indemnified against any loss, damage, claim, cost or expense arising from:
Any breach by the customer of these Terms and Conditions.
Any inaccuracy in the information provided to us about the goods, addresses, access, parking arrangements or waste.
Any claim by a third party arising from our performance of the services in accordance with the customer’s instructions.
Insurance
We recommend that customers maintain adequate insurance cover for their goods during removal and transit. While we will take reasonable care, the value of certain items may exceed the limits of our liability. The customer should check any existing home or business insurance policies and arrange additional cover if required.
Any insurance provided or arranged by the customer is a matter between the customer and their insurer. Our liability will remain limited as set out in these Terms and Conditions, regardless of the level of cover chosen by the customer.
Complaints
If you are dissatisfied with any aspect of our services, you should raise your concerns with our team as soon as possible so that we have the opportunity to resolve the issue on the day. If the matter cannot be resolved immediately, you should submit a written complaint providing full details of the issue and any supporting information.
We will investigate complaints in a fair and timely manner and may request additional information or evidence as part of that process. Where we accept that a mistake has been made, we will seek to agree a reasonable remedy with you, which may include repair, replacement, a price adjustment, or other appropriate resolution.
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.
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.
General Provisions
If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
No waiver by us of any breach of these terms shall be considered a waiver of any subsequent breach. No variation of these Terms and Conditions shall be effective unless agreed by us in writing.
These Terms and Conditions constitute the entire agreement between you and us in relation to the services, and supersede any prior discussion, correspondence or understanding, except where we have expressly agreed otherwise in writing.
