Terms and Conditions

Terms and Conditions for Man and Van Kingston upon Thames Services

These Terms and Conditions set out the basis on which we provide man and van and related removal services within Kingston upon Thames and the surrounding areas. By placing a booking with us, 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:

Customer means the individual, business or organisation that makes a booking for our services.

We, us, our means the provider of the man and van and removal services.

Services means any man and van, moving, transport, loading, unloading, packing, or related services that we agree to provide.

Vehicle means any van or other vehicle used by us for the provision of the services.

Goods means all items, effects and property which are to be moved, handled, transported or otherwise dealt with by us as part of the services.

2. Scope of Services

We provide man and van services for domestic and commercial customers, including but not limited to local removals, small moves, single item transport and light commercial deliveries. The exact scope of services for each booking will be as agreed between you and us at the time of confirmation.

Any additional services, such as packing, dismantling or reassembling furniture, or carrying items via stairs or long access routes, will only be provided where agreed in advance or where subsequently agreed on site and confirmed by us.

3. Booking Process

All bookings are subject to availability and are not confirmed until we issue a booking confirmation. You may request a quotation by providing accurate details of the collection and delivery addresses, access conditions, dates, times, volume and nature of the goods, and any special requirements.

Quotations are based on the information you supply. If the information you provide is incomplete or inaccurate, we reserve the right to amend or withdraw the quotation, or to apply additional charges to cover the actual work required.

Your booking is confirmed only when we have accepted your request, agreed a date and time, and provided confirmation of the price and any deposit requirement. We may refuse or cancel any booking at our discretion, including where it would be unsafe, unlawful, or impractical to carry out the services.

4. Access and Parking

You are responsible for ensuring that suitable access and parking are available at both the collection and delivery addresses. This includes, where applicable, obtaining any necessary permits, suspensions or permissions for loading and unloading.

If suitable parking is not available, or access is restricted in a way that was not advised to us in advance, we may charge additional fees to cover waiting time, extra labour, longer carrying distances, or rearranged services. If we are unable to complete the services due to lack of access or parking, our cancellation terms may apply.

5. Customer Responsibilities

You are responsible for:

Ensuring that all goods are properly packed, secured and ready for transport, unless we have agreed to provide packing services.

Ensuring that fragile or valuable items are adequately protected, clearly labelled and brought to our attention before the move begins.

Removing and securely packing any personal documents, cash, jewellery or other high value items, which should not be included in the goods for transport.

Ensuring that appliances are disconnected, defrosted, drained and ready to be moved where applicable.

Ensuring that all goods to be moved are owned by you or that you have the full authority of the owner to move them.

Providing accurate information about the nature of the goods, including any particularly heavy, bulky or awkward items, and any items that may require special handling.

6. Payment Terms

Unless otherwise agreed in writing, payment for our services is due either in advance or on completion of the job, as specified in your booking confirmation. We reserve the right to require a deposit to secure your booking, which may be non-refundable in accordance with our cancellation policy.

We may charge on a fixed price basis or on an hourly rate, as agreed at the time of booking. Where an hourly rate applies, the chargeable time will start from the agreed arrival time or the time of arrival at the collection address, whichever is later, and will continue until the completion of unloading at the final destination.

If payment is not made when due, we may refuse to commence or continue the services, and we reserve the right to apply interest and reasonable costs of recovery on any overdue amounts.

7. Changes to Bookings

If you wish to change the date, time, addresses, or scope of your booking, you must notify us as soon as possible. All changes are subject to availability and our agreement. We may adjust the price to reflect any change in the work required, the duration, or the resources needed.

Where changes are requested at short notice, we will use reasonable endeavours to accommodate them but cannot guarantee that we will be able to do so. If we cannot accommodate your requested changes and you choose to cancel, our cancellation terms will apply.

8. Cancellations and Late Changes

You may cancel your booking by notifying us in advance. The following cancellation terms will generally apply unless otherwise stated in your booking confirmation:

If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refundable at our discretion, less any reasonable administrative costs.

If you cancel within 24 to 48 hours of the scheduled start time, we may retain part or all of your deposit or charge a cancellation fee of up to a proportion of the agreed price.

If you cancel within 24 hours of the scheduled start time, we may charge up to the full agreed price for the services, especially where we have reserved vehicles and staff specifically for your booking.

If we arrive at the collection address at the agreed time and are unable to proceed with the services due to your act or omission, this may be treated as a cancellation on your part and the relevant charges may apply.

We may cancel or amend a booking where we are unable to carry out the services due to circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, accidents, illness, or legal restrictions. In such cases, we will offer an alternative date or a refund of any amounts paid for the affected services, but we will not be liable for consequential losses.

9. Waiting Time and Additional Charges

If our staff and vehicle are kept waiting or delayed on site for reasons beyond our control, such as lack of access, your late arrival, or delays in obtaining keys, we may charge waiting time at our standard rates.

Additional charges may also apply for extra services not included in the original quotation, such as carrying goods up or down more flights of stairs than disclosed, moving items that are significantly heavier or bulkier than described, or dealing with particularly difficult access conditions.

10. Liability for Loss or Damage

We will exercise reasonable care and skill when providing our services and handling your goods. However, our liability for loss or damage is subject to the limitations set out in this section.

We will not be liable for any loss or damage arising from:

Faulty or defective goods, or goods that are inherently fragile, delicate or prone to damage.

Goods that were not properly packed or protected by you, unless we agreed in writing to provide packing services for those items.

Wear and tear, minor scratches, scuffs or dents that may occur during normal handling and transport.

Loss or damage where goods are moved at your direction and against our advice.

Loss of data or information from computers, devices or storage media.

Loss or damage to cash, jewellery, watches, precious metals, stones, important documents, or other high value items that we have not expressly agreed in writing to carry under specified conditions.

Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall be limited to a reasonable amount in proportion to the price you have paid for the services, unless a higher value has been agreed and an additional charge has been accepted in writing before the services commence.

We shall not be liable for any indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or loss of enjoyment, arising from or in connection with the services.

11. Excluded Items

We do not carry, and you must not include in the goods for transport, any of the following unless expressly agreed in writing in advance and in compliance with any applicable regulations:

Explosives, firearms, weapons or ammunition.

Flammable, hazardous or toxic materials, including fuels, chemicals, paints and solvents.

Illegal goods, stolen property or items the possession or transport of which is unlawful.

Animals, livestock or perishable goods requiring special conditions.

If we discover excluded items among your goods, we may refuse to transport them and may, at our discretion, suspend or cancel the services without liability, and you may be charged for any resulting costs.

12. Waste and Disposal Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste collection service and cannot remove or dispose of household, construction or commercial waste unless this has been specifically agreed and is compliant with relevant laws.

You must not present for removal any items that constitute controlled waste, hazardous waste or electrical items requiring special disposal, unless we have agreed to handle such items and appropriate arrangements and charges have been put in place.

Fly-tipping is illegal. We will only dispose of items at authorised facilities, and where we do so on your behalf you remain responsible for any charges, fees or penalties arising from the nature of the waste you provide. We reserve the right to refuse to take any items we reasonably believe may breach waste regulations or present a risk to health, safety or the environment.

13. Insurance

We maintain appropriate insurance cover for our business operations in accordance with UK requirements. Our insurance is subject to policy terms, conditions and exclusions, and may not cover all types of loss or damage.

You are encouraged to obtain your own additional insurance for your goods during transit, especially where they are of high value or particular sensitivity. We are not responsible for any shortfall between our liability as limited under these Terms and Conditions and the full value of your goods.

14. Health and Safety

We will carry out the services with regard to the health and safety of our staff, you, and any third parties. Our staff may refuse to move items or operate in areas they reasonably consider unsafe or likely to cause injury or damage.

You must ensure that the premises are safe and that any known risks, such as loose flooring, low ceilings, or structural issues, are disclosed to us in advance. You must also ensure that children and pets are kept away from loading and unloading areas while the services are being carried out.

15. Complaints

If you have any concerns or complaints regarding our services, you should raise them with us as soon as possible, preferably on the day of the move so that we can address them promptly. Any claim for loss or damage to goods must be notified to us in writing within a reasonable time after you become aware of the issue.

We will investigate complaints and aim to resolve them fairly. Our liability, if any, will be assessed in accordance with these Terms and Conditions.

16. Data Protection and Privacy

We will use your personal information solely for the purposes of managing your booking, providing the services, taking payment, and communicating with you about your move and related matters. We will store and handle your data securely and will not sell your information to third parties.

We may share your data with trusted partners or subcontractors where necessary to deliver the services, subject to appropriate safeguards. By providing your details, you consent to such use of your information. You may request access to or correction of your personal data that we hold, subject to applicable law.

17. Subcontracting

We reserve the right to use subcontractors or partner companies to carry out all or part of the services. Where we do so, we will remain responsible to you for the proper performance of the services under these Terms and Conditions.

18. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, traffic disruption, strikes, civil unrest, war, pandemic restrictions, or interruption of utilities.

19. Governing Law and Jurisdiction

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.

You and we 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 the services provided.

20. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. The remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with any written quotation or booking confirmation issued by us, constitute the entire agreement between you and us in relation to the services and supersede any prior representations, statements or agreements, whether written or oral.

We 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 us.