Man And Van Whitechapel Service Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Whitechapel provides moving, transport, delivery and related service support to customers in the United Kingdom. By making a booking, accepting a quotation, or allowing a vehicle and crew to begin work, the customer agrees to be bound by these terms. They are designed to create a clear and fair agreement for both parties, covering the booking process, payments, cancellations, liability, waste handling and the legal framework that applies to the service. For the purpose of these terms, references to “we”, “us” and “our” mean the service provider, and “you” or “customer” means the person, business, or organisation requesting the service.

These terms apply to all standard man and van services, including domestic moves, office transport, item collection, item delivery, furniture movement, loading assistance and associated labour. They do not replace any separate written agreement that may be issued for a specific booking, but where no separate contract exists, these terms will govern the relationship between the parties. The customer must ensure that all information supplied before booking is complete, accurate and not misleading, including the nature of the items, access conditions, parking arrangements, timings and any special handling requirements. Failure to provide correct information may affect pricing, scheduling, performance and liability.

We reserve the right to decline any booking, amend a quotation or adjust a service plan if the information provided is incomplete or if the requested work is unsafe, unlawful or impractical. All services are provided subject to vehicle availability, staff availability and reasonable operating conditions. Where a booking is accepted, the customer must read these terms carefully, as they are intended to clarify the responsibilities of both sides and reduce disputes during the course of a move or delivery.

Booking Process

A booking is normally made after the customer requests a quotation and provides the relevant details for the work. Those details may include the collection and delivery addresses, number and type of items, stairs, lifts, access restrictions, parking constraints, preferred dates, and any need for additional labour, protective materials or waiting time. Quotations are usually based on the information supplied at the time of enquiry and may be revised if the job differs from the description given. A quotation is not a guarantee of final cost unless expressly stated in writing as a fixed price.

The booking becomes confirmed only when we acknowledge acceptance, assign a slot or time window, and, where required, receive any deposit or prepayment. The customer is responsible for checking the booking details carefully and notifying us promptly of any errors. Requests to alter dates, times or service requirements may be accommodated at our discretion, but changes are subject to availability and may involve an additional charge. If the customer is not present at the agreed time, or if access is delayed by circumstances beyond our control, waiting charges may apply. We may also reschedule where weather, traffic, vehicle issues, staff shortages or operational difficulties make performance impractical within the original time frame.

The customer must ensure that the goods to be moved are ready for collection at the agreed time and that all necessary permissions, parking arrangements and access arrangements have been made in advance. If we are unable to start or complete the work because the customer has failed to prepare properly, we may treat the booking as cancelled by the customer and charge accordingly. The customer is also responsible for ensuring that any prohibited, dangerous, illegal or undeclared items are not included in the load.

Payments and Pricing

Prices may be quoted on an hourly basis, a fixed-price basis, or by reference to a minimum charge, depending on the nature of the service. Unless stated otherwise, all prices are exclusive of VAT where VAT applies. Any estimate is based on the conditions known at the time of quoting and may change if the work scope changes, access conditions are worse than described, additional journeys are required, or the customer requests work beyond the original agreement. We may charge extra for long carrying distances, stairs, lifts, heavy or awkward items, disassembly and reassembly, parking costs, congestion-related delays, waiting time, additional labour, and additional disposal or waste handling where permitted by law.

Payment terms will be explained at booking or before the service begins. In many cases, payment is due immediately upon completion of the service, though deposits, staged payments or upfront payment may be required. We may accept card, bank transfer, cash or other methods as specified at the time of booking, but we are not obliged to accept every form of payment. Where payment is made by bank transfer, cleared funds must reach us within the agreed period. Any failed payment, chargeback, reversal or dishonoured transaction may result in recovery action and any associated administration or banking charges being added to the amount due.

Late payment may incur interest and reasonable recovery costs to the fullest extent permitted by law. We reserve the right to suspend or refuse further work where outstanding sums remain unpaid. Title to any goods sold or supplied as part of the service, where applicable, remains with us until full payment has been received. Any discount or promotional price applies only to the specific booking for which it was offered and may be withdrawn or altered before confirmation.

Cancellations, Delays and Amendments

The customer may cancel or amend a booking by giving notice as soon as reasonably possible. Where a cancellation is made within an agreed notice period, a full or partial refund may be provided depending on the timing and any costs already incurred. If a booking is cancelled at short notice, or if the vehicle and crew have already been dispatched, a cancellation fee may apply to cover lost time, fuel, labour allocation and other expenses. If a deposit has been paid, it may be retained in full or in part where the cancellation causes loss to us. The exact amount retained will be fair and proportionate to the circumstances.

We may cancel or postpone a booking if it is unsafe, unlawful, impossible to perform, or materially different from the description supplied. This may include situations where weather conditions, road closures, vehicle breakdown, staff illness, access failure, parking restrictions, or the presence of hazardous items prevent safe completion of the work. If we cancel for reasons within our control, we will usually offer an alternative date or refund any prepayment for the cancelled element of the service. We are not responsible for indirect loss caused by a cancellation where the cause is beyond our reasonable control.

Where a customer delays the start of a job, changes the destination, adds extra stops, or requests work not originally agreed, we may apply additional charges. If the job cannot be completed because of customer instructions, missing keys, inaccurate information, or lack of access, the service may still be treated as delivered to the extent possible. In such cases, fees for time spent, travel and reasonable labour may still be payable.

Liability and Customer Responsibilities

The customer must ensure that all items are properly packed, labelled and ready for transport unless packing services have been expressly agreed. We are not responsible for damage caused by inadequate packing, pre-existing weakness, unsuitable containers, insecure assembly or the normal movement of goods in transit. The customer should remove loose fittings, drain appliances where necessary, and disclose any item that is fragile, high value, antique, sentimental, unusual in size, or likely to require special handling. If such items are not declared, we may refuse to move them or do so only at the customer’s risk.

Our liability for loss or damage is limited to losses directly caused by our negligence and proven to be attributable to our actions. We do not exclude liability where exclusion would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. However, we are not liable for loss of profit, loss of business, indirect loss, consequential loss, or any loss arising from delays outside our control. Where we are responsible for damage, our liability may be limited to the lower of the cost of repair, replacement value, or a reasonable compensation amount, subject to any agreed insurance or declared-value arrangement.

The customer is responsible for maintaining adequate insurance for their own goods unless we have expressly agreed otherwise in writing. It is also the customer’s duty to secure permission to use loading bays, shared driveways, lifts, communal areas and any other access route needed for the work. We accept no liability for pre-existing damage, wear and tear, hidden defects, structural issues, faulty access equipment, or losses caused by third parties, including building staff, neighbours, contractors or parking enforcement authorities. If a claim is to be made, the customer must notify us promptly and provide reasonable evidence, photographs and supporting details.

Waste Regulations and Disposal

Where our service includes removal, disposal or transport of unwanted items, waste handling must comply with UK waste legislation and applicable local authority rules. The customer must tell us in advance if any items are to be treated as waste, and must not hand over any item that is hazardous, regulated, contaminated or subject to specialist disposal requirements unless this has been agreed in writing and can lawfully be managed. We do not accept responsibility for the disposal of prohibited waste unless we have explicitly agreed to do so and have the necessary permissions, licences or arrangements in place.

The customer confirms that they have the legal right to dispose of the waste they ask us to remove and that none of the items are stolen, unlawfully abandoned, or subject to a dispute. We may request reasonable information about the origin, nature and condition of waste items. If items are unsuitable for general disposal, we may refuse collection or require the customer to arrange alternative handling. Any waste transfer, loading or disposal activity must be carried out in a lawful manner, and the customer agrees to cooperate with any documentation or checks needed to comply with waste transfer obligations.

Where relevant, fees for disposal may include sorting, loading, transport, tipping charges, recycling fees or administrative costs. We may decline to remove items containing chemicals, oils, batteries, gas cylinders, asbestos, paint, clinical waste, electrical waste that requires special treatment, or any other restricted material unless we are satisfied that the service can lawfully and safely proceed. If undeclared hazardous waste is discovered during a job, we may stop work immediately and charge for the time already spent. The customer remains responsible for any fines, claims or penalties resulting from inaccurate descriptions or unlawful disposal instructions.

General Terms

We may use subcontractors, temporary staff or partner vehicles to complete a booking, provided the service standard remains reasonable. Any such party will be acting on our behalf for the purpose of delivering the agreed work. The customer must not instruct our staff to carry out unsafe lifting, illegal parking, or any activity that breaches road traffic laws, property rules or workplace safety standards. We may refuse to continue with any task that poses a risk to health, safety, property or lawful operation.

Each booking is governed by the version of the terms in force at the time the booking is confirmed, unless a later written variation is agreed by both sides. If any part of these terms is found to be unenforceable, the remaining provisions will continue in force. No waiver of a term will be effective unless made in writing, and any delay in enforcing a right does not prevent later enforcement. Nothing in these terms gives any third party the right to enforce them under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

Governing Law

These terms and any dispute or claim arising from them, including non-contractual disputes and claims, are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved amicably between the parties. If a customer is acting as a consumer, any mandatory consumer rights under UK law remain unaffected by these terms and will continue to apply where relevant.

By booking or using the service, the customer confirms that they have read, understood and agreed to these Terms and Conditions and that they are authorised to do so on behalf of any other person or business involved in the booking.