Man With a Van Hendon Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Hendon provides moving, transport, and related services within its operating area in the United Kingdom. By placing a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

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

1.2 "Customer" or "you" means the individual or business booking or receiving services from the Company.

1.3 "Services" means removal, transport, loading, unloading, packing, furniture moving, delivery, and any other work agreed in writing between the Company and the Customer.

1.4 "Goods" means all personal effects, furniture, equipment, boxes, and any other items to be moved, transported, or otherwise handled by the Company.

1.5 "Service Area" means the areas within which the Company normally operates, including but not limited to Hendon and surrounding districts, as determined from time to time by the Company.

2. Scope of Services

2.1 The Company provides man and van services, including local moves, small-scale removals, item collection and delivery, student moves, and light commercial moves within the Service Area and to or from other locations in the UK, as agreed.

2.2 The precise scope of the work will be set out in the quotation or booking confirmation, including the collection and delivery addresses, date and time, the number of personnel and vehicles, and any agreed additional services such as packing or dismantling and reassembly.

2.3 The Company reserves the right to decline any job that it reasonably believes is unsafe, unlawful, impractical, or beyond the capacity or remit of the Company.

3. Booking Process

3.1 Bookings may be requested by the Customer through the Company’s chosen communication methods. A booking is only confirmed when the Company has issued an explicit confirmation, which may be provided in writing.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to:

(a) Full collection and delivery addresses and any access restrictions;
(b) The nature and approximate quantity or list of Goods to be moved;
(c) Any heavy, fragile, unusual, or high-value items;
(d) Parking requirements and any permit arrangements;
(e) Floor level, lift availability, and any special access issues.

3.3 Quotations are based on the information provided at the time of booking. If additional work is required or if the information supplied was incomplete or inaccurate, the Company may adjust the charge accordingly.

3.4 Where a specific date and time slot are agreed, the Company will use reasonable efforts to attend on time, but arrival times are estimates only and may be affected by factors beyond the Company’s control, such as traffic or weather. The Company will not be liable for indirect losses arising from delays, provided it has used reasonable care and skill.

4. Quotations and Pricing

4.1 Unless stated otherwise in writing, quotations are provided on the basis of:

(a) The information supplied by the Customer;
(b) Reasonable access at all locations;
(c) The work being carried out during normal working hours.

4.2 Quotations may be given as a fixed price or on an hourly rate. Where an hourly rate applies, charges will accrue from the agreed start time or arrival at the collection address, whichever is earlier, until completion of the work, including any waiting time caused by the Customer.

4.3 Additional charges may apply for:

(a) Extra labour or time required due to inaccurate or incomplete information;
(b) Delays not caused by the Company, such as waiting for keys, access problems, or Customer unavailability;
(c) Long carries from property to vehicle where parking is not reasonably close;
(d) Work undertaken outside normal working hours at the Customer’s request;
(e) Tolls, congestion charges, parking costs, and similar expenses incurred in delivering the Services.

5. Payments

5.1 The Customer agrees to pay the charges set out in the quotation or as otherwise agreed in writing, together with any additional charges arising in accordance with these Terms and Conditions.

5.2 The Company may require a deposit or full prepayment to secure a booking. Any such requirement will be notified to the Customer at the time of booking.

5.3 Unless otherwise agreed in writing, all balances are due for payment on or before completion of the Services on the service date.

5.4 If payment is not received when due, the Company reserves the right to:

(a) Suspend or refuse to carry out or complete the Services;
(b) Charge interest on overdue amounts at a reasonable commercial rate until payment is made;
(c) Retain possession of Goods as a lien for unpaid charges, subject to applicable law.

5.5 For business Customers, the Company may issue invoices payable within a specified period. Late payment may result in additional administration fees and interest.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by providing notice to the Company. The effective time of cancellation is when it is received and acknowledged by the Company.

6.2 The Company operates a fair cancellation policy. Unless otherwise agreed in writing:

(a) If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refundable or transferable at the Company’s discretion, less any reasonable administration costs;
(b) If you cancel within 24 to 48 hours of the scheduled start time, the Company may retain some or all of the deposit or charge up to 50 percent of the estimated job value;
(c) If you cancel within 24 hours of the scheduled start time or fail to be present to allow the work to be carried out, the Company may charge up to 100 percent of the estimated job value.

6.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the change, subject to availability. The Company may adjust the price where the change affects the duration, distance, or complexity of the job.

6.4 The Company may cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, accidents, vehicle breakdown, illness, or other operational issues. In such cases, the Company will seek to rearrange the work at a mutually convenient time. The Company will not be liable for indirect losses arising from such cancellation or postponement, but any prepayments for services not provided will be refunded or credited.

7. Customer Responsibilities

7.1 The Customer must ensure that:

(a) All Goods are suitably packed and prepared for transport, unless packing services have been expressly agreed;
(b) Fragile or delicate items are adequately protected and clearly identified;
(c) Items are ready to be moved at the agreed time and location;
(d) All necessary permissions, permits, and parking arrangements are in place, unless expressly agreed that the Company will arrange them.

7.2 The Customer must ensure safe and reasonable access to the property, including the removal of any hazards that might risk injury to the Company’s personnel or damage to Goods or property.

7.3 The Customer must not ask the Company to carry Goods that are prohibited, dangerous, illegal, perishable in a way that poses a risk, or otherwise unsuitable for transport in the manner requested. The Customer will be responsible for any fines, losses, or damages arising from a breach of this clause.

8. Liability and Limitations

8.1 The Company will carry out the Services with reasonable care and skill. If the Company is at fault, it may, at its option, repair the damage, replace the affected item, or pay reasonable compensation, subject to the limitations set out in this section.

8.2 The Company’s liability for loss of or damage to Goods, where such loss or damage is caused by the Company’s negligence or breach of contract, shall be limited to a reasonable amount, having regard to the nature and condition of the Goods, unless otherwise agreed in writing.

8.3 The Company will not be liable for:

(a) Loss or damage caused by inadequate or improper packing by the Customer;
(b) Loss of or damage to fragile or delicate items not properly protected;
(c) Pre-existing damage, wear and tear, or inherent defects in the Goods;
(d) Loss of data or records contained on any electronic device or storage medium;
(e) Indirect, consequential, or purely economic loss, such as loss of profit, loss of opportunity, or inconvenience.

8.4 The Company will not be liable for loss or damage arising from circumstances beyond its reasonable control, including but not limited to acts of God, adverse weather, traffic delays, road closures, strikes, lockouts, or public disturbances.

8.5 The Customer must inspect Goods and property as soon as reasonably possible after completion of the Services and notify the Company promptly of any loss or damage. Any claim should be made within a reasonable period, supported by evidence.

9. Excluded and Special Items

9.1 Unless expressly agreed in writing, the Company will not be responsible for the carriage of:

(a) Cash, jewellery, precious metals, watches, or similar valuables;
(b) Important documents such as passports, securities, deeds, or financial papers;
(c) Livestock or pets;
(d) Hazardous, flammable, explosive, or illegal items.

9.2 If such items are handed to the Company without its knowledge or consent, the Company will not be liable for any loss or damage arising in relation to them.

10. Waste and Disposal Regulations

10.1 The Company is a transport and removal service and does not operate as a general waste carrier unless explicitly agreed and carried out in compliance with applicable UK waste regulations.

10.2 The Company will not remove or dispose of household waste, construction waste, hazardous materials, or items that must be handled by a licensed waste carrier, unless agreed in advance and carried out in accordance with the law.

10.3 The Customer is responsible for ensuring that any items presented for removal are lawful to transport and do not require special licences or handling beyond the scope of the agreed Services.

10.4 Where the Company agrees to dispose of unwanted items, it will do so in a lawful manner at appropriate facilities. Additional charges may apply for disposal services, bulky waste, or items subject to specific disposal rules, such as electrical goods or mattresses.

11. Parking, Access, and Property Damage

11.1 The Customer is responsible for arranging suitable parking as close as reasonably possible to the property. Any parking charges or fines incurred as a result of the Customer’s instructions or failure to arrange parking will be charged to the Customer.

11.2 While the Company will take reasonable care to avoid damage to property, the Customer should protect floors, walls, and fixtures where possible. The Company will not be liable for minor cosmetic damage that may reasonably occur in the course of moving large or heavy items through tight spaces.

11.3 If the Company reasonably considers that moving an item is likely to cause significant damage to property or pose a safety risk, it may refuse to move that item or request that the Customer signs a disclaimer before proceeding.

12. Insurance

12.1 The Company will maintain appropriate insurance cover in respect of its legal liabilities. This does not replace the Customer’s responsibility to maintain suitable household or business insurance for overall protection.

12.2 The Customer is encouraged to check their own insurance arrangements to ensure adequate cover for the move and any temporary storage, if applicable.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of the Services, you should raise the issue with the Company as soon as possible so that it can seek to resolve the matter.

13.2 The Company will review any complaint promptly and aim to respond within a reasonable time with an explanation or proposed resolution.

13.3 Nothing in this clause affects the Customer’s statutory rights under UK consumer law.

14. Privacy and Data

14.1 The Company may collect and use personal information provided by the Customer for the purposes of booking, delivering, and charging for the Services, and for related administration.

14.2 The Company will take reasonable steps to keep personal information secure and will only retain it for as long as necessary for legitimate business or legal 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 shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 the provision of the Services, subject to any mandatory rights you may have as a consumer to bring proceedings in another competent jurisdiction.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court, the remaining provisions shall continue in full force and effect.

16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

16.3 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with the Company.

16.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior written or oral understandings or agreements relating to the same subject matter, except where expressly incorporated in writing.

By confirming a booking with Man With a Van Hendon, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.