Terms and Conditions for Man With Van Neasden
These Terms and Conditions govern the supply of man with van services by Man With Van Neasden to customers engaging us for domestic, commercial, and one-off transport jobs. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms are intended to be clear, fair, and consistent with applicable UK consumer and transport law. They set out what we will do, what we expect from the customer, and how key matters such as booking, payment, cancellation, liability, and waste handling are managed.
For the purposes of these terms, references to “we”, “us”, or “our” mean the service provider operating under the name Man With Van Neasden, and references to “you” or “the customer” mean the person or business booking the service. The wording applies whether the job is booked by phone, email, online form, or any other accepted method. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.
Our service may involve moving furniture, boxes, appliances, archive materials, retail stock, or other lawful items. Each booking is made on the basis of the information supplied by the customer, and accurate details are essential for a successful collection and delivery. Any variation in access, item size, item quantity, parking, stairs, or timing may affect the service and the final cost. The customer is responsible for ensuring that all information provided is complete and correct.
A booking is only confirmed once we have accepted the request and, where required, received any deposit or prepayment agreed at the time of booking. A booking request does not create a binding contract until confirmation is issued by us. We may decline or cancel a booking where we cannot safely or reasonably complete the work, where the requested date is unavailable, or where the customer has provided incomplete or misleading information. Confirmation may include an agreed time window, a list of items, access notes, and any special requirements.
To arrange a booking, the customer should provide the collection and delivery addresses, the preferred date and time, a description of items to be moved, any packing or dismantling needs, and any access restrictions such as stairs, lifts, long carry distances, or parking limitations. Where the job scope changes after confirmation, we may revise the price or timing to reflect the new requirements. If a larger vehicle, additional staff, or extra time is needed, this will be discussed with the customer before the service proceeds where reasonably possible.
We aim to arrive within the agreed time window, but all time estimates are approximate unless expressly stated otherwise. Delays may occur because of traffic, road conditions, weather, parking difficulties, loading constraints, or circumstances beyond our control. If we are delayed, we will use reasonable efforts to keep the customer informed. The customer should ensure that someone authorised is available to meet the crew at collection and delivery, unless alternative arrangements have been agreed in advance. If access is not available, waiting charges or abortive visit charges may apply.
Prices are normally based on factors such as vehicle size, labour time, mileage, loading complexity, access conditions, and any additional services requested. Unless otherwise stated, quoted prices are exclusive of any items not specified in the booking. Additional charges may apply for waiting time, congestion, parking costs, stair carries, long carries, urgent bookings, out-of-hours work, or work that exceeds the originally described scope. Any estimate provided before inspection is based on the details supplied and may be adjusted if those details are incomplete or materially different from the actual job.
Payment terms will be agreed at the time of booking or before the job begins. We may request a deposit, full advance payment, or payment upon completion depending on the nature of the service. Unless expressly agreed otherwise, payment is due immediately when invoiced or on completion of the service. Accepted payment methods may include bank transfer, card payment, or cash, subject to availability. If a payment is not made on time, we may charge reasonable recovery costs and suspend or decline future bookings until the account is settled.
If the customer is booking on behalf of a business, the person making the booking confirms that they have authority to enter into the contract. Business customers remain responsible for payment even where the charge is to be reimbursed by a third party. Any invoice dispute must be raised promptly and in good faith, with sufficient detail to allow investigation. Undisputed sums must still be paid by the due date. We may withhold or delay the release of goods where payment terms have not been met and this is permitted by law.
Cancellations and changes should be communicated as soon as possible. If the customer cancels a booking after confirmation, cancellation charges may apply to cover time reserved, administration, and any direct costs already incurred. The level of charge may depend on how close the cancellation is to the scheduled collection time and whether staff or vehicles have already been allocated. Where a deposit has been paid, it may be retained in part or in full to the extent reasonably necessary to cover losses or non-refundable costs.
If the customer wishes to reschedule, we will try to accommodate the new date subject to availability. Rescheduling is not guaranteed and may be treated as a cancellation followed by a new booking if the original slot cannot be retained. If we must cancel or substantially change the service for reasons within our control, we will offer a reasonable alternative date or refund any prepayment for the affected part of the service. We are not responsible for losses caused by events outside our reasonable control, such as severe weather, road closures, accidents, or other disruption.
We may cancel or suspend the booking without liability if the customer fails to provide access, gives unsafe or inaccurate instructions, breaches these terms, or behaves in a threatening, abusive, or unlawful manner. We may also refuse to carry items that we reasonably believe to be hazardous, illegal, stolen, contaminated, or otherwise unsuitable for transport. If a job is abandoned because the customer cannot proceed or has not prepared the goods for collection, charges may still apply for the time and resources already committed.
Our liability is limited to the extent permitted by UK law. We will exercise reasonable care and skill in performing the service, but we are not liable for loss or damage arising from inaccurate instructions, inadequate packaging, hidden defects, pre-existing damage, unsecured items, or the inherent nature of the goods being moved. The customer is responsible for ensuring that fragile items are properly packed, valuables are declared, and any special handling needs are brought to our attention before the work begins.
Except where prohibited by law, we are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or delay-related losses. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If damage is alleged, the customer must notify us promptly and provide reasonable evidence, including photographs and a description of the issue, so that we can investigate fairly.
If we accept liability for proven damage caused by our negligence, our responsibility will normally be limited to the lower of the reasonable repair cost, replacement value of the affected item, or the value of the service charge for the particular job, unless a higher limit is required by law or agreed in writing. The customer must take reasonable steps to reduce any loss. Claims made long after the event may be difficult to assess and may not be accepted where the delay has prejudiced our ability to investigate.
Waste handling and disposal are subject to UK environmental and waste regulations. If the service includes removal of waste, unwanted items, furniture, household rubbish, commercial refuse, or similar materials, the customer must ensure that the materials are lawful for collection and disposal. We will not knowingly transport fly-tipped waste, hazardous waste, asbestos, clinical waste, chemicals, pressurised containers, or any item that requires specialist licensing or treatment unless this has been expressly agreed in advance and handled in accordance with the law.
The customer confirms that any waste presented for removal is their property, or that they have the right to authorise its removal, and that it has been correctly separated and described. We may refuse any item that appears unsafe, contaminated, incorrectly declared, or inconsistent with the agreed booking. Where waste transfer documentation is required, the customer agrees to provide accurate information and to sign any lawful paperwork necessary for compliance. We may also keep records as required by law for waste transfer and transport purposes.
It is the customer’s responsibility to ensure that no prohibited items are mixed with general waste and that the collection location allows lawful loading and transport. If we reasonably suspect that an item has been unlawfully discarded or is not permitted for carriage, we may decline the item and report the matter to the relevant authorities where appropriate. The customer agrees to indemnify us for losses, fines, penalties, or costs arising from inaccurate waste descriptions or from the customer’s failure to comply with waste rules.
Customers must ensure that access routes are safe and suitable for the work. This includes clear stairways, usable lifts where applicable, safe parking arrangements, and a reasonable loading area. Any item requiring dismantling, lifting, or specialist handling should be declared in advance. The customer warrants that the goods are fit for transport and do not contain prohibited materials. We may refuse to move items that are too heavy, too dangerous, or otherwise unsuitable for the available vehicle, equipment, or manpower.
The customer should remove personal data from devices and secure sensitive documents before transport. We are not responsible for data loss, confidentiality breaches caused by the customer’s failure to prepare items correctly, or any contents left inside furniture, drawers, appliances, or boxes. Where we assist with loading or unloading, this does not transfer responsibility for the contents to us unless we have expressly agreed to take custody of a declared item. Man with van services often involve mixed goods and short turnaround times, so preparation is essential.
Any instructions given on-site that differ from the booking details may affect timing, price, and feasibility. If the customer asks us to carry out additional work, including extra stops, further lifting, packing, or waiting, we may charge accordingly. Repeated changes, concealed access issues, or failure to prepare items may mean we cannot complete the job within the original estimate. In such cases, the customer remains responsible for additional time and costs reasonably incurred.
These terms do not affect the customer’s statutory rights under UK consumer law. If the customer is a consumer, services will be provided with reasonable care and skill, within a reasonable time, and for a reasonable charge where no fixed price has been agreed. Any references to exclusions or limitations in these terms are subject to mandatory law. If there is any conflict between these terms and applicable legislation, the law will prevail to the extent of the conflict.
We may update these terms from time to time to reflect legal, operational, or business changes. The version in force at the time of booking will generally apply to that booking unless a later change is required by law or expressly agreed. Continued use of the service after updated terms are issued may be treated as acceptance of the revised version for future bookings. Customers are encouraged to keep a copy of the terms they accepted for their records.
Governing law and jurisdiction: these terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is resident in Scotland or Northern Ireland and mandatory consumer rules provide otherwise. Any dispute should first be raised informally so that both parties may attempt a reasonable resolution before formal action is taken.