Terms and Conditions for Man And Van Kingston Upon Thames

These Terms and Conditions set out the basis on which Man and Van Kingston Upon Thames provides moving, transport, courier-style, and related collection services to customers in the UK. By making a booking, confirming a quote, or allowing the service to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. These terms are designed to be fair, clear, and practical, while protecting both the customer and the service provider.

This legal page applies to domestic and commercial customers using man and van services, furniture transport, item collection, light removals, and similar jobs. It is written to cover the normal course of business and should be read together with any written quote, booking confirmation, or service notes that form part of the contract. If there is any inconsistency, the written booking confirmation will usually take priority for job-specific details, unless otherwise stated in these terms.

In these terms, “we,” “us,” and “our” refer to the service provider operating the Man and Van Kingston Upon Thames service, and “you” refers to the customer, whether acting as an individual, business, landlord, tenant, or authorised representative. “Goods” means the items to be transported, collected, delivered, moved, or disposed of as agreed. “Service” refers to the booked work, including labour, loading, unloading, and transport where applicable.

1. Booking Process
All bookings are subject to availability and are only confirmed once we have accepted the job details. A booking may be made by phone, message, email, online form, or any other agreed method. The customer must provide accurate information about the items, access conditions, collection and delivery addresses, floors, parking restrictions, time windows, and any special handling requirements. Incorrect or incomplete information may result in a revised quote, delayed arrival, refusal to carry out the work, or additional charges.

Quotes are generally based on the information supplied at the time of enquiry. A quote is not binding until confirmed in writing or otherwise accepted by us. The estimate may change if the actual service differs from the original description, including where there are more items than expected, extra labour is required, access is restricted, waiting time is incurred, or the job takes longer than planned. We reserve the right to update the price where the circumstances materially differ from those originally described.

The customer is responsible for ensuring that the person placing the booking has authority to do so. If a booking is made on behalf of another person, company, landlord, or tenant, the person making the booking remains jointly responsible for payment unless we agree otherwise in writing. For man and van hire and related transport work, time slots are approximate unless a fixed appointment has been expressly agreed. Traffic, weather, access issues, and earlier delays may affect arrival times.

2. Payments
Payment terms will be confirmed at the time of booking or in the invoice. Unless agreed otherwise, payment is due on completion of the service and before or immediately after unloading. We may request a deposit, part-payment, or full prepayment for certain jobs, especially where the booking is time-sensitive, involves expensive mileage, requires disposal, or is for a large-volume removal. Deposits may be non-refundable except where we cancel the job or are unable to provide the service.

We accept payment by the methods stated in the booking confirmation or invoice. Any bank transfer, card payment, cash payment, or other accepted method must be made in full without deduction, set-off, or counterclaim unless required by law. If payment is not made by the due date, we may charge reasonable interest and recovery costs to the extent permitted under UK law. Any unpaid balance may also be referred for debt recovery action.

All prices are quoted in pounds sterling unless otherwise stated. Prices may be quoted as fixed sums or calculated by hourly rate, mileage, labour, or a combination of these elements. Where parking fees, congestion charges, tolls, disposal charges, or other third-party costs apply, these may be added to the invoice if they were not included in the original quote. We will normally try to make customers aware of such costs in advance, but if they arise during the job and are necessary to complete it, they may still be charged.

3. Cancellations and Rescheduling
The customer may cancel or reschedule a booking by giving reasonable notice. If the booking is cancelled at short notice, a cancellation fee may apply to cover lost time, administrative costs, and any commitment of staff or vehicle resources. The amount charged may depend on how much notice is given, the size of the job, and whether preparatory work has already been undertaken. A deposit may be retained in full or in part where this is fair and reasonable.

If the customer is not ready at the agreed time, or if access is not available, we may treat this as a late cancellation or failed attendance. This includes situations where keys are unavailable, entry is refused, parking is impossible, the collection address is inaccessible, or the goods are not ready for loading. In such cases, waiting time, return journeys, or wasted attendance charges may apply. We will try to remain flexible where practical, but delays can affect other customers and therefore cannot always be accommodated.

We may cancel or postpone a booking if unsafe conditions arise, if the customer has provided misleading information, if the goods are prohibited, if payment terms are not met, or if circumstances beyond our control make completion impossible or impracticable. Where we cancel for reasons within our control, we will usually offer a refund of any prepayment for the unperformed part of the service. We are not responsible for losses caused by cancellation where these are outside our reasonable control, subject to your statutory rights.

4. Customer Obligations
The customer must ensure that all goods are ready for collection, suitably packed, and safe to move. Fragile items should be protected, and any special instructions must be provided in advance. Unless we have expressly agreed to pack or dismantle items, responsibility for packaging, disassembly, and reassembly remains with the customer. If items are poorly packed, unstable, or likely to cause damage, we may refuse to move them or may do so only at the customer’s risk.

The customer must also ensure lawful ownership or authority to move the goods. We may ask for proof of identity or authority where appropriate, especially for business assets, tenancy clearances, or items being collected on behalf of another person. We will not knowingly transport stolen goods, prohibited items, or dangerous materials. Any false declaration by the customer may result in immediate termination of the job and may be reported to the relevant authorities if required.

Where the service involves stair carry, long carry distance, waiting, or multiple delivery points, the customer should tell us in advance so that appropriate resources can be allocated. Failure to disclose relevant information may lead to extra charges, reduced service speed, or refusal to proceed if the job becomes unsafe. Reasonable cooperation from the customer is required throughout the booking, including access arrangements and timely responses to arrival updates.

5. Liability and Damage
We take reasonable care when handling goods, but liability is limited to the extent permitted by law. We will not be liable for loss or damage caused by items that were improperly packed, inherently defective, overloaded, unstable, or unsuitable for transport. Nor will we be responsible for wear and tear, minor scuffs, existing damage, or issues arising from normal handling where no negligence is involved. Customers should inspect items before and after the job wherever possible.

Our liability for direct loss or damage arising from our negligence is limited to the reasonable repair or replacement value of the affected item, or to the value of the service fee paid for that job, whichever is lower, except where the law requires otherwise. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be excluded or limited. However, we do not accept responsibility for indirect, consequential, or purely economic losses such as missed appointments, loss of profit, or loss of business opportunities.

Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. The customer should provide photographs, a description of the issue, and any relevant supporting details. We may require the damaged item to be retained for inspection or may ask for access to assess the claim. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

6. Waste, Disposal, and Regulatory Compliance
Where the service includes waste removal, disposal, or collection of unwanted items, the customer must accurately describe the materials in advance. We only carry and dispose of waste in accordance with applicable UK waste regulations. This means we may refuse certain items, including hazardous waste, asbestos, chemicals, clinical waste, gas bottles, oils, batteries, or any material that requires specialist handling or licensing not held for the job in question. If prohibited items are discovered after booking, we may cancel or amend the service and charge any wasted attendance or additional handling costs.

The customer remains responsible for declaring whether items are waste or reusable goods. If items are being removed for disposal, ownership may transfer only when we have agreed to accept them for lawful disposal. We may require the customer to confirm that the waste is from a domestic or lawful source and that it does not contain hidden hazardous materials. Any misleading description of waste may lead to refusal of the job and may be reported where necessary. The customer must not ask us to dispose of items unlawfully or to bypass environmental requirements.

We may use licensed facilities, carriers, subcontractors, or transfer arrangements where needed to complete waste-related work lawfully. Where relevant, the customer may be asked to provide information required for compliance records or duty-of-care documentation. We will not knowingly breach environmental or transport laws. If a job cannot be completed because the waste type is not acceptable, the customer may remain responsible for any wasted journey or labour costs incurred up to that point.

7. Delays, Force Majeure, and Access Issues
We are not liable for delays or failure to perform the service where this is caused by events outside our reasonable control. These may include severe weather, road closures, accidents, vehicle breakdown, industrial action, civil disruption, fire, flood, power failure, or the actions of third parties. In such circumstances, we will try to notify the customer and agree a revised booking time where practical. Any additional costs caused by such events will be discussed in good faith.

If access to the collection or delivery point is restricted, unsafe, or impossible, we may adjust the service, delay arrival, or refuse to continue. Examples include narrow access, blocked roads, parking enforcement, lifted restrictions, unsafe lifting conditions, or unavailable lifts. The customer should make reasonable arrangements for parking and access wherever possible. If special equipment, permits, or additional labour become necessary due to access conditions not disclosed in advance, extra charges may apply.

We may use subcontractors or substitute vehicles to complete the work, provided this does not materially reduce the quality of the service agreed. In such cases, the subcontractor may perform part or all of the job on our behalf under arrangements we consider suitable. The customer’s rights under these terms remain unchanged, subject to any legal limits on liability or obligations that apply to third-party involvement.

8. Complaints and Disputes
If the customer is dissatisfied with any aspect of the service, they should raise the matter as soon as possible so that we can investigate and, where appropriate, seek a fair solution. Complaints should include a clear description of the issue and any supporting information. We aim to resolve issues efficiently and reasonably, taking into account the circumstances of the booking, the information supplied, and any evidence available.

Nothing in these Terms and Conditions affects the customer’s statutory rights under UK consumer law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Any failure by us to enforce a term on one occasion does not amount to a waiver of that term for future bookings. These terms may be updated from time to time, and the version in force at the time of booking will usually apply.

9. Governing Law
These Terms and Conditions, and any dispute or claim arising from them 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 over any dispute, subject to any rights you may have under mandatory consumer protection legislation. By using the service, you acknowledge that the contract is entered into on this basis.

In summary, Man and Van Kingston Upon Thames aims to provide a professional, transparent, and lawful moving and transport service, with clear expectations for booking, payment, cancellations, liability, and waste handling. These terms help ensure that every man and van service is carried out fairly and safely, with respect for the customer’s property and for applicable UK rules. By confirming a booking, the customer agrees to these conditions and to cooperate reasonably throughout the job.