Man With Van Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Surrey provides removal, transport, loading, unloading, collection, delivery, and related services to customers. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to be fair, practical, and clear for both residential and commercial jobs, while reflecting standard UK service practices.

In these conditions, "we," "us," and "our" refer to the service provider, and "you" or "the customer" refers to the person, business, or organisation booking the service. The terms apply whether the job is a single-item move, a full van service, a furniture collection, or any other agreed transport task. They also apply to any additional work requested on the day, unless expressly agreed otherwise in writing.

Our service is designed to be straightforward, but it depends on accurate information from the customer. You must ensure that the details provided at the time of booking are complete and truthful, including item descriptions, access conditions, parking arrangements, flight of stairs, packing status, and any items that need special handling. Where information changes before the job starts, you must notify us as soon as possible so that we can assess whether the booking remains suitable and whether any revised charges apply.

1. Booking Process

Bookings may be requested by phone, email, online form, message, or any other method we make available. A booking is not confirmed until we have accepted the details, agreed the date and service scope, and, where required, received any deposit or advance payment. A quotation does not automatically guarantee availability, and any estimate may be adjusted if the facts supplied by the customer are incomplete or inaccurate.

When you request a service from Man With Van Surrey, you should provide the name and address for collection and delivery, the number and type of items, the number of floors involved, whether dismantling or reassembly is needed, and any access restrictions. We may refuse or revise a booking if the job presents safety risks, requires equipment not previously agreed, or falls outside the capabilities of the van service requested. Late changes may affect timing and price.

If we issue a written quote, that quote will usually be valid for the period stated in it or, if no period is stated, for a reasonable time only. Quotes are based on the information available at the time and may be subject to change if the job differs from the description provided. Accepting a quote or paying a deposit confirms that you accept these Terms and Conditions, including any standard waiting charges, parking costs, or supplementary labour charges that may apply.

2. Service Scope and Customer Responsibilities

We provide a professional man and van service, which may include loading, transportation, unloading, careful placement of items, and other agreed handling tasks. Unless separately agreed, we do not provide specialist packing materials, deep dismantling services, electrical installation, plumbing work, or any task requiring a trade licence. Any additional tasks requested on arrival will be carried out only if safe, lawful, and reasonably possible within the agreed time.

The customer must ensure that items are ready at the agreed time and location. This includes securing loose contents, disconnecting appliances, arranging safe access, and removing personal valuables, cash, medicines, documents, and fragile items unless we have expressly agreed to handle them. You are responsible for ensuring that no prohibited, hazardous, illegal, or undeclared goods are placed in the van. We may refuse to move any item that appears unsafe, unreasonably heavy, contaminated, or likely to cause damage.

You must also make sure that the addresses, parking areas, and access routes are suitable for the size of the vehicle and the work required. If our driver or team is delayed because access is blocked, items are not ready, or you are not present at the agreed time, waiting charges or additional trip charges may apply. We may also treat the booking as cancelled if you cannot provide access within a reasonable period.

3. Payments

Payment terms will be confirmed at the time of booking or in the quotation. Unless agreed otherwise, payment is due upon completion of the service on the same day. We may require a deposit for advance bookings, larger jobs, or bookings involving third-party costs. Deposits are normally non-refundable where work has been reserved for you and we have turned away other work to hold the slot, subject to your statutory rights.

Accepted payment methods may include bank transfer, cash, card, or other methods notified by us. Any bank charges, transfer fees, chargeback fees, or international payment costs are your responsibility unless we agree otherwise. If payment is not received when due, we may suspend further work, retain goods where lawfully permitted, or recover the debt through appropriate means. Interest and recovery costs may be charged on overdue sums where allowed by law.

All prices are stated exclusive of any additional charges unless we specify that they are fixed and all-inclusive. Extra charges may apply for congestion delays, unpaid parking fees, tolls, ferry costs, waiting time, out-of-hours service, long carries, stairs, difficult access, additional labour, and any change in route or job scope requested by you. Where a fixed price has been agreed, it applies only to the services and assumptions described in the booking confirmation.

4. Cancellations, Amendments, and No-Shows

You may request to cancel or amend a booking, but cancellation policies depend on the notice given and the stage of preparation. If you cancel after a van has been allocated, staff scheduled, or expenses incurred, you may be charged a cancellation fee that reflects our reasonable losses. If the cancellation is made very close to the appointment time, the fee may be up to the full quoted service charge where permitted by law and where we have been unable to rebook the slot.

Where we need to cancel or reschedule due to illness, vehicle breakdown, adverse weather, safety concerns, or other circumstances beyond our control, we will aim to provide reasonable notice and offer an alternative date or time where possible. We are not liable for indirect losses arising from such cancellations, provided we act reasonably and in good faith. We will always try to minimise disruption and communicate promptly where changes are necessary.

If you are not available at the agreed time, do not provide access, or fail to supply the agreed items or information, the booking may be treated as a no-show. In that case, a call-out fee, waiting charge, or full service charge may be payable. If we attempt the job but are prevented from completing it because the customer or a third party delays us, the booking may be charged on a time-spent basis plus any costs already incurred.

5. Liability and Damage

We take reasonable care when handling goods, but our liability is limited in accordance with UK law and the nature of the service. You are responsible for informing us of any especially fragile, high-value, antique, irreplaceable, or unusually heavy items before the job starts. Unless agreed in writing, we do not accept responsibility for loss or damage to such items where the risk was not disclosed or where the item was not properly packed for transport.

Our liability for loss or damage caused by our negligence is limited to the lesser of the repair cost, replacement value, or the amount recoverable under our insurance, subject to any exclusions permitted by law. We are not responsible for damage caused by poor packing, inherent weakness, previous defects, items disassembled by the customer, unavoidable movement during lawful transport, or circumstances outside our control. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Where damage is alleged, you must notify us as soon as reasonably possible and before the goods are repaired, discarded, or altered, so that we can inspect the issue and investigate properly. Supporting evidence such as photographs, purchase details, or written descriptions may be requested. Any claim must be made within a reasonable time, and failure to allow inspection may affect our ability to assess responsibility. Claims will be dealt with fairly and in line with applicable UK consumer and contract principles.

6. Waste, Disposal, and Legal Compliance

Where the service includes removing unwanted items or transporting waste, the customer must ensure that all materials are described accurately and that any hazardous or regulated waste is disclosed in advance. We will only remove, carry, or dispose of waste in accordance with applicable UK waste legislation and environmental rules. Illegal dumping, fly-tipping, or disposal of waste through unauthorised channels is strictly prohibited.

You remain responsible for confirming that any items presented for disposal are your property or that you have authority to dispose of them. We may refuse to handle electrical equipment, chemicals, paint, oils, clinical waste, asbestos, gas cylinders, or any other regulated material unless we have explicitly agreed to do so and are lawfully able to manage it. If waste is misdescribed, we may cancel the waste element of the booking and charge for any time already spent.

Where required, we may ask for evidence that the waste transfer is lawful and that the recipient site is authorised to receive it. You agree to provide any information needed to complete waste transfer documentation accurately. If we suspect the load contains prohibited materials or that the disposal request would breach environmental or waste regulations, we may refuse the work immediately without liability for resulting delay or inconvenience. Compliance with the law is a shared responsibility.

7. Force Majeure, Access, and Delays

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including traffic disruption, severe weather, accidents, road closures, labour shortages, public transport failures, government action, or emergency incidents. In such cases, we will use reasonable efforts to continue the service, rearrange timing, or reschedule where possible. Any additional costs arising from prolonged delay may be discussed with you before further work proceeds.

If access is restricted by narrow roads, low bridges, parking enforcement, security restrictions, lift failures, or other obstacles not disclosed at the time of booking, we may need to adjust the method of work, use additional labour, or stop the job if it becomes unsafe. Any extra time, equipment, or vehicle requirements resulting from undisclosed access issues may be charged as additional work. Safety will always take priority over speed or convenience.

8. Governing Law and General Terms

These Terms and Conditions are governed by the laws of England and Wales, and any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force. No failure by us to enforce any right shall be treated as a waiver of that right.

These terms, together with the quotation and booking confirmation, form the entire agreement between you and us regarding the service, unless a variation is agreed in writing. We may update these terms from time to time, but the version in force at the time of your booking will apply to that booking unless a change is required by law. For clarity, no term in this document is intended to create rights for any third party unless expressly stated.

By proceeding with a booking for Man With Van Surrey, you confirm that you have read, understood, and accepted these conditions. We aim to deliver a reliable man with a van service with clear expectations, honest pricing, and responsible handling. If a specific part of a booking requires different terms, those changes must be agreed in writing before the service begins.