Man with Van Surrey Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Surrey provides removal and related services to customers. 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.
Company means Man with Van Surrey, the provider of removal and related services.
Customer means the individual, business, or organisation that books or uses the services of the Company.
Services means any removal, transport, loading, unloading, packing, unpacking, or related service provided by the Company.
Goods means the items, belongings, or property that are to be moved, handled, or stored by the Company.
Service Area means the areas in which the Company ordinarily provides services, including Surrey and surrounding regions, as determined by the Company from time to time.
2. Scope of Services
The Company provides man and van removal services, including collection, transport, and delivery of Goods, and may also offer additional services such as packing, unpacking, and furniture assembly where agreed in advance.
The Company reserves the right to refuse the carriage or handling of any Goods which, in its reasonable opinion, are unsafe, illegal, or unsuitable for transport, including but not limited to hazardous materials, perishable goods, live animals, and items in breach of waste regulations.
3. Booking Process
All bookings must be made directly with the Company through its accepted booking channels. When making a booking, the Customer must provide accurate and complete information, including collection and delivery addresses, access details, dates and times, a description and approximate volume or quantity of Goods, and any special handling requirements.
The Company will provide a quotation based on the information supplied by the Customer. The quotation may be given as a fixed price or an estimate, depending on the nature of the Services. Quotations are valid for a limited period, as stated by the Company at the time of issue. Any changes to the information supplied, including changes to addresses, dates, access conditions, or the volume or nature of Goods, may result in an amended quotation or additional charges.
A booking is only confirmed when the Customer has accepted the quotation, confirmed the date and time, and, where required, paid any deposit or prepayment requested by the Company. The Company reserves the right to decline a booking at its discretion.
4. Access, Parking, and Customer Responsibilities
The Customer is responsible for ensuring that both the collection and delivery locations are accessible for the Companys vehicle and staff. This includes making all necessary arrangements for parking, permits, and access to buildings, lifts, and loading areas.
The Customer must inform the Company in advance of any access restrictions, such as narrow roads, height or weight limits, parking time limits, or internal access issues including stair access only, long carrying distances, or shared entrances. Failure to do so may result in delays, additional charges, or, in extreme circumstances, the Company being unable to complete the Service.
If parking fines or penalties are incurred due to inadequate or incorrect information provided by the Customer, or where the Customer has not arranged appropriate parking, the Customer will be responsible for these costs and any associated charges.
5. Packing, Preparation, and Customer Declarations
Unless otherwise agreed in writing, the Customer is responsible for adequately packing and preparing all Goods for transport. Fragile items must be properly protected, furniture should be dismantled where required, and all boxes should be securely sealed and suitable for lifting.
The Customer must ensure that no prohibited, dangerous, or illegal items are included in the Goods, and must declare any items that are particularly fragile, high value, or require special handling. The Company is not responsible for damage arising from poor or inadequate packing undertaken by the Customer or a third party engaged by the Customer.
If the Company has agreed to provide packing services, these will be carried out with reasonable care and using suitable materials. However, the Customer remains responsible for ensuring that any items requiring special protection or insurance are brought to the Companys attention before packing or loading begins.
6. Payments, Rates, and Charges
The Customer agrees to pay the charges for the Services as set out in the quotation or as otherwise agreed in writing. Charges may be based on an hourly rate, a fixed price, or a combination of both, depending on the nature and duration of the Services.
The Company may require a deposit or full prepayment to secure a booking. Any such requirement will be communicated at the time of booking. The balance of payment, if any, is typically due on completion of the Service or as otherwise agreed. The Company accepts payment by methods agreed and communicated in advance, which may include cash, bank transfer, or card payment.
If Services extend beyond the time estimated in the quotation due to circumstances beyond the Companys control, including but not limited to delays caused by the Customer, poor access, additional items, or waiting time, the Company reserves the right to charge additional fees at the prevailing hourly rate or as specified in the quotation.
If payment is not received when due, the Company may charge interest on overdue amounts at a reasonable commercial rate and may withhold further services until all outstanding sums have been paid in full.
7. Cancellations, Amendments, and Delays
The Customer may cancel or amend a booking by giving notice to the Company as soon as reasonably practicable. The Companys cancellation terms are as follows, unless otherwise stated in the quotation or booking confirmation.
Where cancellation is made more than a specified number of days before the scheduled Service date, any deposit may be refunded or applied to a future booking at the Companys discretion.
Where cancellation is made at short notice, for example within a few days of the scheduled Service date, the Company may retain all or part of any deposit paid and may charge a cancellation fee to cover lost time and costs.
If the Customer fails to be present at the agreed time and location without prior notice, or if the Company is unable to access the premises due to circumstances within the Customers control, this may be treated as a same day cancellation and full or partial charges may apply.
The Company will use reasonable endeavours to perform the Services at the agreed time and date, but accepts no liability for delays caused by events outside its reasonable control, including but not limited to traffic conditions, accidents, road closures, severe weather, or delays caused by third parties. In such cases, the Company will aim to keep the Customer informed and to complete the Services as soon as reasonably possible.
8. Customer Conduct and Safety
The Customer must behave respectfully towards the Companys staff and must not request that staff undertake any task that is unsafe, illegal, or outside the scope of the agreed Services. The Company reserves the right to withdraw its staff and vehicles from any situation it considers unsafe or inappropriate, and to terminate the Service if necessary. In such circumstances, the Customer may remain liable for all or part of the agreed charges.
The Customer must not assist with lifting or moving heavy items unless expressly agreed and supervised by the Company, and does so entirely at their own risk.
9. Liability for Loss or Damage
The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability for loss of or damage to Goods, or for property damage, is limited as set out in this clause.
The Company will not be liable for loss or damage arising from the Customers failure to pack Goods properly, from the inherent condition of the Goods, from wear and tear, or from pre-existing defects. The Company is not responsible for damage to furniture or items that are not suitable for transport in assembled form, or which must be dismantled but have not been dismantled prior to the Service unless agreed.
Where the Company is found liable for loss of or damage to Goods, its liability will be limited to a reasonable cost of repair or replacement, taking into account the age and condition of the Goods, and subject to any overall financial limit communicated in advance. The Companys total aggregate liability for any single Service will not exceed a reasonable limit proportionate to the value of the contract, unless a higher level of liability has been agreed in writing in return for an additional charge.
The Company will not be liable for indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the provision of the Services.
Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible, and in any event within a reasonable period after completion of the Services, to allow investigation. The Customer must provide evidence of the loss or damage and cooperate with any investigation.
10. Exclusions and Limitations
The Company does not exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
Subject to the above, all conditions, warranties, or other terms which might be implied by law are excluded to the fullest extent permitted. The Companys liability shall in all cases be limited as set out in these Terms and Conditions.
11. Waste Regulations and Prohibited Items
The Company operates in accordance with applicable waste management and environmental regulations. The Company is not a general waste removal or disposal service unless expressly agreed and appropriately licensed. The Customer must not present general household waste, construction debris, hazardous waste, or any items that require special disposal without first agreeing this with the Company.
Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to dispose of those items and that they are not hazardous or regulated waste, unless expressly declared and agreed. Additional charges may apply for disposal services, and the Company may refuse to remove any items it reasonably believes are not compliant with legal or environmental requirements.
The Customer is responsible for any fines, penalties, or costs incurred by the Company arising from the Customers failure to comply with waste or environmental regulations, including the presentation of prohibited or misdescribed items.
12. Insurance
The Company maintains insurance appropriate for its activities in line with industry practice. Details of insurance cover can be made available upon request. The Customer is encouraged to consider additional insurance for high value or particularly fragile items, and to notify the Company of such items before the Service commences.
13. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Service, they should raise the issue with the Company as soon as possible so that it can be addressed promptly. The Company will investigate complaints in good faith and will aim to provide a response within a reasonable timeframe.
Both parties agree to attempt in good faith to resolve any dispute or claim arising out of or in connection with these Terms and Conditions through negotiation before commencing legal proceedings.
14. Data Protection and Privacy
The Company will collect and process personal data provided by the Customer for the purpose of managing bookings, delivering Services, handling payments, and complying with legal obligations. The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary for the performance of the Services, for legal compliance, or with the Customers consent.
15. Amendments to Terms
The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking. Updated terms may be made available on request or via the Companys usual communication channels.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
The parties 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 their subject matter or formation.
17. Severability
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 deleted, but this shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence, or understandings.
By confirming a booking with Man with Van Surrey, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
