Terms and Conditions
Man with Van Waterloo Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Waterloo provides removal and associated services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 We, us, our: Refers to Man with Van Waterloo as the provider of removal and related services.
1.2 You, your, customer: Refers to the person, company, or organisation booking or using our services.
1.3 Services: Refers to any removal, transport, loading, unloading, packing, storage assistance, or related services provided by us.
1.4 Goods: Refers to the items and property that you ask us to move, handle, or transport.
1.5 Booking: Refers to a request for services that has been accepted and confirmed by us.
2. Scope of Services
2.1 We provide man and van removal services, including but not limited to domestic moves, small office relocations, item collection and delivery, and light transport work within our service area and to other UK destinations where agreed.
2.2 The specific scope of your service, including number of movers, size of vehicle, collection and delivery addresses, and any additional services, will be agreed at the time of booking and set out in your booking confirmation.
2.3 We reserve the right to use sub-contractors or agents to provide all or part of the services. Where we do so, these Terms and Conditions will continue to apply.
3. Booking Process
3.1 You may request a quotation by providing accurate information about the services you require, including collection and delivery addresses, property access, floors, parking availability, approximate volume or list of items, and any special handling requirements.
3.2 Any quotation given is based on the information you provide. If that information is incomplete or inaccurate, or if your requirements change, we may adjust the quotation and any applicable charges.
3.3 A booking is only confirmed when we have accepted your request for services and provided a booking confirmation. This may include details of the date, time window, service description, and pricing structure.
3.4 We may require a deposit or pre-payment to secure your booking. Where a deposit is required, your booking is not fully confirmed until the deposit has been received.
3.5 You are responsible for checking the booking confirmation and notifying us promptly if any details are incorrect or incomplete.
4. Service Times and Delays
4.1 We will use reasonable efforts to arrive within the agreed time window. However, all arrival and completion times are estimates and are not guaranteed unless expressly stated in writing.
4.2 We are not liable for delays or failure to perform the services due to circumstances beyond our reasonable control, including but not limited to traffic conditions, road closures, accidents, severe weather, vehicle breakdowns, or delays caused by you or other parties.
4.3 If we are running significantly late, we will use reasonable efforts to inform you as soon as practicable and provide an updated estimated arrival time.
5. Your Responsibilities
5.1 You must ensure that you, or a person you authorise, is present at the collection and delivery addresses at the agreed times to give access, provide instructions, and sign any relevant documentation.
5.2 You are responsible for:
a. Providing accurate information about your requirements and the items to be moved.
b. Ensuring adequate access to the property, including lifts, stairways, doorways, and any necessary permissions from building management or neighbours.
c. Reserving suitable parking or obtaining any required parking permits for our vehicle. Any parking charges, fines, or penalties incurred as a result of insufficient parking arrangements may be added to your bill.
d. Packing and securing your goods in suitable containers, unless we have agreed to provide packing services.
e. Disconnecting and preparing appliances, dismantling furniture where required, and securing loose parts, unless otherwise agreed.
5.3 You must not request us to move or handle any items that are prohibited, dangerous, illegal, or unsafe. See section 11 for restricted and prohibited items.
6. Payments and Charges
6.1 Our charges may be based on an hourly rate, fixed price, or a combination of both, as set out in your booking confirmation.
6.2 Unless otherwise agreed, time-based charges start from the time our vehicle and staff arrive at the first collection address and end when the last item is unloaded at the final delivery address.
6.3 Additional charges may apply for:
a. Waiting time caused by delays in gaining access, packing, payment arrangements, or other circumstances within your control.
b. Extra services requested on the day that were not included in the original quotation, such as dismantling and reassembly, additional stops, or additional loading and unloading.
c. Extra items, increased volume, or significantly longer carrying distances compared to those declared at the time of booking.
6.4 Unless otherwise agreed in writing, payment is due in full on completion of the service and before the vehicle is unloaded, or in advance for certain bookings as notified to you.
6.5 We accept the forms of payment notified to you at the time of booking. You must ensure that you have the means to pay on the day of the service.
6.6 If payment is not made when due, we reserve the right to:
a. Suspend or withhold delivery of goods until payment is received in full.
b. Charge reasonable interest and administration fees for late payments.
7. Cancellations and Amendments
7.1 If you need to cancel or amend your booking, you must notify us as soon as possible.
7.2 We may apply the following cancellation charges, calculated as a percentage of the agreed price:
a. Cancellation more than 72 hours before the scheduled start time: no cancellation fee, any deposit may be refunded or credited at our discretion.
b. Cancellation between 24 and 72 hours before the scheduled start time: up to 50 per cent of the service fee may be charged.
c. Cancellation less than 24 hours before the scheduled start time or failure to provide access on arrival: up to 100 per cent of the service fee may be charged.
7.3 Where you request significant changes to the date, time, or scope of the service, this may be treated as a cancellation and new booking. Any change is subject to our availability and may affect the price.
7.4 We may cancel or reschedule your booking if:
a. You fail to provide sufficient or accurate information.
b. We reasonably believe that providing the service would be unsafe, unlawful, or impracticable.
c. Events beyond our control prevent us from attending. In such cases, our liability will be limited to refunding any pre-paid amounts for services not provided.
8. Liability for Loss or Damage
8.1 We will exercise reasonable care and skill in providing the services and handling your goods.
8.2 Our liability for loss of or damage to goods is limited and will not exceed a reasonable cost of repair or replacement, subject to fair wear and tear and depreciation, and subject to the exclusions and limitations below.
8.3 We are not liable for:
a. Loss or damage resulting from your failure to adequately pack or protect items, unless we have agreed to provide packing services.
b. Damage to items that are inherently fragile or unstable, including but not limited to glass, mirrors, ceramics, artwork, and electronics, unless we have specifically agreed to handle them with additional protection.
c. Damage caused by defects in the goods that could not reasonably have been discovered by us.
d. Loss of or damage to perishable goods, plants, or items that deteriorate over time.
e. Loss or damage arising from war, terrorism, natural disasters, or other events beyond our reasonable control.
8.4 We will not be liable for any indirect or consequential loss, including loss of profits, business interruption, loss of data, or emotional distress.
8.5 Our total liability in respect of any claim arising out of or in connection with our services will not exceed the total price paid or payable for the services giving rise to the claim, unless otherwise required by law.
9. Claims and Complaints
9.1 You must inspect your goods as soon as reasonably practicable after delivery.
9.2 Any visible loss or damage should be reported to our team on the day of the move where possible.
9.3 Any claim relating to loss or damage must be notified to us in writing within 7 days of the service. Your notice should include details of the items affected, the nature of the damage, and supporting evidence where available.
9.4 Failure to notify us within this timeframe may affect our ability to investigate the claim and may result in reduced or rejected liability, except where your statutory rights provide otherwise.
10. Storage and Holding of Goods
10.1 Where we agree to hold your goods for a short period, such as in the vehicle pending access to a property, this will be on a temporary basis and subject to our instructions.
10.2 We do not provide long-term storage facilities unless explicitly agreed. Where storage is arranged through a third party, their terms and conditions will apply in addition to these terms.
11. Prohibited and Restricted Items
11.1 You must not include in the goods to be moved any items that are illegal, hazardous, explosive, flammable, or otherwise dangerous, including but not limited to:
a. Firearms and ammunition.
b. Gas cylinders, fuel, oils, and chemicals.
c. Fireworks or explosives.
d. Illegal drugs or substances.
11.2 You must inform us in advance of any fragile, unusually heavy, or high-value items. We may refuse to handle such items if we consider them to present a risk to safety or to our staff or vehicle.
12. Waste and Environmental Regulations
12.1 We operate in accordance with relevant UK waste and environmental regulations.
12.2 We are not a general waste disposal service. We will not remove or dispose of household refuse, builder's rubble, hazardous waste, or any materials that require specialist handling or licences, unless separately agreed and permitted by law.
12.3 Where we do agree to remove items for disposal, they must be lawful to dispose of and free from hazardous materials. Additional charges may apply for disposal services.
12.4 You remain responsible for ensuring that any waste or items you ask us to handle for disposal are suitable and lawful to dispose of. We reserve the right to refuse items at our discretion.
13. Access, Parking, and Property Damage
13.1 You are responsible for ensuring adequate access for our vehicle and staff at both collection and delivery locations.
13.2 If access is restricted or unsuitable, resulting in delays or the need for additional staff or equipment, we may charge additional fees.
13.3 While we will take reasonable care when moving goods through your property, we are not liable for minor cosmetic damage to walls, floors, doors, or fixtures that may occur as a result of moving large or heavy items through tight spaces, unless caused by wilful misconduct or gross negligence.
14. Insurance
14.1 We maintain appropriate insurance for our operations in line with industry standards.
14.2 It is your responsibility to ensure that your own contents or business insurance provides adequate cover for your goods during removal and transport. We recommend that you check your policy or arrange additional cover if necessary.
15. Data Protection and Privacy
15.1 We collect and use your personal information to manage your booking, provide the services, handle payments, and communicate with you.
15.2 We will handle your personal data in accordance with applicable data protection laws and only retain it for as long as necessary for the purposes for which it was collected or as required by law.
16. Termination of Services
16.1 We may suspend or terminate the provision of services immediately if:
a. You fail to pay any amount due when required.
b. You act abusively or threaten our staff.
c. You ask us to undertake any unlawful or unsafe activity.
16.2 In the event of termination due to your breach of these terms, any amounts already paid will not be refunded, and you may be liable for any additional costs incurred.
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 the services, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services provided.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by us.
18.3 No failure or delay by us in enforcing any right or remedy under these Terms and Conditions shall be deemed a waiver of that or any other right or remedy.
18.4 These Terms and Conditions, together with the booking confirmation and any agreed written variations, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or understandings.
