Man with Van Mile End Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Mile End provides removal and related services to private and business customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions and interpretation
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Customer means the person, firm or company requesting or paying for the services.
1.2 Company means Man with Van Mile End, the provider of the removal and transport services.
1.3 Services means any removal, transport, loading, unloading, packing, unpacking, storage assistance or related services provided by the Company.
1.4 Vehicle means any van or other vehicle used by the Company to provide the services.
1.5 Goods means the items, belongings, furniture, equipment, boxes or other property that the Customer asks the Company to move, handle or transport.
1.6 Working day means any day other than a Saturday, Sunday or public holiday in England and Wales.
2. Scope of services
2.1 The Company provides man and van removal and transport services, including but not limited to local and regional moves, small removals, house and flat moves, office moves, student moves, furniture transport and similar services in Mile End and across London and the wider UK as agreed.
2.2 The exact scope of the services, including the number of workers, size of vehicle, estimated duration, collection and delivery addresses and any additional tasks such as packing or furniture assembly, will be agreed at the time of booking.
2.3 The Company reserves the right to use such route and method of transport as it considers appropriate, taking into account safety, time and cost, unless otherwise agreed in writing with the Customer.
3. Booking process
3.1 Bookings may be made by the Customer by contacting the Company through its chosen communication channels. The Company will request relevant details, including:
(a) collection and delivery addresses;
(b) access information at both addresses;
(c) date and preferred time of service;
(d) an accurate description and approximate volume of the goods; and
(e) any special handling requirements.
3.2 A booking is not confirmed until the Company has accepted the booking and provided a confirmation, which may include an estimated price and any applicable deposit requirements.
3.3 The Customer is responsible for ensuring that all information provided at the time of booking is complete and accurate. Any changes to the details supplied may result in a change to the price or, in some cases, the Company being unable to complete the services as originally booked.
3.4 The Company may refuse a booking at its discretion, including where the job is unsafe, impractical, involves prohibited goods or falls outside the Company’s operating capacity or service area.
4. Estimates, quotes and pricing
4.1 The Company may provide an estimated price based on the information provided by the Customer. Unless otherwise stated, estimates are not fixed quotes and may change if the actual work differs from the information originally supplied.
4.2 The final price may vary where:
(a) additional items are carried that were not disclosed at booking;
(b) access is more difficult than stated, such as long walks, additional floors or lack of lifts;
(c) waiting time is incurred due to delays outside the Company’s control;
(d) the move takes longer than the time originally estimated; or
(e) any additional services are requested on the day.
4.3 Unless expressly stated otherwise, prices are exclusive of any third-party charges, parking fees, congestion charges, tolls or similar costs, which will be added to the Customer’s bill where applicable.
4.4 The Company reserves the right to change its rates from time to time. The applicable rate for the services will be the rate agreed at the time of booking.
5. Payments and deposits
5.1 The Customer must pay for the services in accordance with the payment terms agreed at the time of booking. This may include payment in full on completion or partial or full payment in advance.
5.2 The Company may require a deposit at the time of booking to secure the date and time of the service. Deposits are usually non-refundable except as set out in these Terms and Conditions or where required by law.
5.3 Payment methods will be communicated by the Company and may include cash, bank transfer or card payment, depending on availability. The Customer is responsible for ensuring that cleared funds are made available in accordance with the agreed terms.
5.4 Where the Customer fails to make payment when due, the Company reserves the right to:
(a) suspend or cancel the services;
(b) charge reasonable interest on overdue amounts; and
(c) retain the goods in its possession until the outstanding sums are settled, to the extent permitted by law.
6. Cancellations, rescheduling and waiting time
6.1 If the Customer wishes to cancel or reschedule a booking, they must notify the Company as soon as possible.
6.2 Where cancellation occurs:
(a) more than 48 hours before the agreed start time, the Company may refund any deposit paid, minus any reasonable administration costs;
(b) less than 48 hours but more than 24 hours before the agreed start time, the Company may retain part or all of the deposit to cover lost bookings and administrative costs; and
(c) less than 24 hours before the agreed start time, the Company may charge up to the full minimum booking amount or a percentage of the estimated price, at its discretion.
6.3 Rescheduling is subject to availability. The Company will make reasonable efforts to accommodate new dates and times but cannot guarantee that the original rate or availability will apply.
6.4 If the Company arrives at the collection address and is unable to gain access or begin the work due to circumstances within the Customer’s control, waiting charges may apply, or the job may be treated as cancelled with charges as outlined above.
6.5 If the Company needs to cancel or postpone a booking due to factors such as vehicle breakdown, staff illness or extreme weather, it will notify the Customer as soon as reasonably practicable and offer an alternative date or a refund of any pre-paid amounts. The Company will not be liable for any consequential losses arising from such cancellation or postponement.
7. Customer responsibilities
7.1 The Customer is responsible for:
(a) ensuring adequate access and parking for the vehicle at both collection and delivery addresses, including obtaining any necessary permits;
(b) packing goods safely and securely, unless packing services have been specifically agreed;
(c) disconnecting and preparing appliances and equipment for transport;
(d) ensuring that all goods to be moved are ready at the agreed time;
(e) supervising the loading and unloading where possible and checking that nothing is left behind; and
(f) providing accurate contact details to enable communication on the day of the move.
7.2 The Customer must not ask the Company’s staff to carry out any work that is unsafe, illegal or outside the scope of normal man and van services, such as working at extreme heights, dismantling fixed installations or moving prohibited or hazardous materials.
8. Excluded and hazardous goods
8.1 The Company will not carry:
(a) illegal items or substances;
(b) firearms, ammunition or explosives;
(c) flammable, corrosive or other hazardous materials;
(d) perishable foodstuffs requiring temperature control;
(e) live animals or plants; or
(f) any goods the transport of which would contravene UK law or regulations.
8.2 If prohibited or hazardous goods are presented for transport without the Company’s knowledge, the Company may remove, dispose of or otherwise deal with such goods as it sees fit, at the Customer’s cost, and the Company will not be liable for any loss or damage arising from this.
9. Waste and disposal regulations
9.1 The Company operates in accordance with UK waste and environmental regulations. It is not a general waste carrier unless this has been expressly agreed and the necessary licences are in place.
9.2 The Customer must not present household rubbish, construction waste, fly-tipped material or other controlled waste for removal unless a specific waste removal service has been agreed with the Company in advance.
9.3 Where the Company has agreed to remove waste, it will do so in compliance with relevant regulations and may charge additional fees to cover disposal costs, transfer station charges and handling time.
9.4 The Customer remains responsible for ensuring that any waste presented for removal is lawful and does not include prohibited or hazardous items. The Company may refuse to collect or transport any waste it reasonably believes to be unsafe or non-compliant with regulations.
10. Liability and limitations
10.1 The Company will take reasonable care in handling, loading, transporting and unloading the goods. However, the Company’s liability is subject to the exclusions and limitations set out in this section.
10.2 The Company will not be liable for:
(a) loss or damage arising from the Customer’s failure to pack items properly;
(b) damage to goods where the Customer or a third party assists or directs the loading or unloading against the advice of the Company;
(c) pre-existing damage, defects or weakness in the goods, including wear and tear or inherent vice;
(d) loss of data or software from computers or electronic devices;
(e) indirect or consequential loss, including loss of profit, loss of enjoyment, loss of use or loss of opportunity; or
(f) delays caused by traffic, road closures, weather, mechanical breakdowns, acts of God or other events beyond the Company’s reasonable control.
10.3 Fragile or high-value items such as glass, artwork, antiques, musical instruments, electronics and jewellery must be properly packed and clearly identified. The Customer is encouraged to arrange adequate insurance cover for such items.
10.4 To the maximum extent permitted by law, the Company’s total liability for loss of or damage to goods, or any other claim arising out of the services, whether in contract, tort or otherwise, will be limited to a reasonable sum having regard to the value of the services provided and the nature of the goods, unless separate written arrangements are made.
10.5 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by the Company’s negligence, fraud, or any other liability that cannot be excluded under UK law.
11. Claims and time limits
11.1 The Customer must inspect the goods as soon as reasonably practicable after delivery.
11.2 Any visible loss or damage to goods, or any other complaint relating to the services, must be reported to the Company as soon as possible and in any event within a reasonable time after completion of the services.
11.3 The Customer must provide reasonable evidence of any loss or damage, including photographs and descriptions of the affected items. The Company may inspect the items or investigate the circumstances before reaching a decision.
11.4 Failure to notify the Company of a claim within a reasonable period may affect the Company’s ability to investigate and may reduce or extinguish any liability, to the extent permitted by law.
12. Access, parking and property damage
12.1 The Customer is responsible for ensuring that suitable parking is available for the vehicle at both collection and delivery points and for covering any associated costs, such as permits, parking fees or penalties arising from instructions given by the Customer.
12.2 The Company will take reasonable care to avoid damage to property during loading and unloading. However, the Customer should take precautions such as protecting floors, walls and fixtures where necessary.
12.3 The Company will not be responsible for damage caused by moving items through areas with restricted access or where the Customer has instructed that goods be moved in a particular way against the Company’s advice.
13. Subcontracting
13.1 The Company reserves the right to use subcontractors or third-party service providers to carry out all or part of the services.
13.2 Where subcontractors are used, the Company will exercise reasonable care in their selection. The Terms and Conditions contained in this document will apply to any services provided by such subcontractors to the extent permitted by law.
14. Personal data and privacy
14.1 The Company may collect and process personal data about the Customer for the purposes of handling enquiries, managing bookings, providing services, taking payment and meeting legal or regulatory obligations.
14.2 The Company will take reasonable steps to keep personal data secure and to use it only for lawful purposes connected with the provision of services, except where the Customer has consented to other uses or where required by law.
15. Complaints and dispute resolution
15.1 If the Customer is dissatisfied with any aspect of the services, they should contact the Company promptly with details of the issue.
15.2 The Company will investigate complaints in good faith and seek to resolve them in a fair and timely manner, which may include offering corrective work, a partial refund or another form of resolution where appropriate.
16. Amendments to these Terms and Conditions
16.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant services.
16.2 Any material changes will be made available by the Company through its usual communication channels. Continued use of the services following such changes will constitute acceptance of the updated terms.
17. Governing law and jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 proceeding with a booking or using the services of Man with Van Mile End, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
