Terms and Conditions for Man With Van Dulwich

These Terms and Conditions set out the basis on which Man With Van Dulwich provides removal, delivery, transportation, loading, unloading, and related van services within the United Kingdom. By making a booking, the customer agrees to these terms in full. These terms are intended to be clear, fair, and practical, and they apply whether the service is a small local move, a single-item transport job, or a larger domestic or commercial relocation. In these Terms and Conditions, the phrases "we", "us", and "our" refer to the service provider, while "you" and "the customer" refer to the person or business requesting the service.

The customer must ensure that all information provided at the time of booking is accurate and complete. This includes the collection and delivery addresses, access details, item descriptions, estimated volume or weight, any required handling equipment, and any restrictions that may affect the job. Our service is offered on the assumption that the information supplied is correct. If the details differ materially from those provided, we reserve the right to adjust the price, alter the service plan, or refuse to proceed where the change makes the job unsafe or impractical.

These terms should be read carefully before confirming any arrangement. By proceeding with a booking, the customer confirms that they have the authority to enter into the agreement and that they accept responsibility for complying with the obligations described below. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

Bookings may be made by phone, email, online form, or any other method we make available. A booking is not confirmed until we have accepted it and, where required, received a deposit or full payment. Any quotation we provide is based on the information available at the time and may be revised if the job details change. Quoted times are estimates only unless we have expressly agreed a fixed collection or delivery window.

When confirming a booking, the customer should review all details carefully, including the moving date, addresses, access arrangements, item list, and any special instructions. It is your responsibility to ensure the property is ready for the service at the agreed time. Delays caused by incomplete packing, blocked access, incorrect addresses, parking restrictions, or missing items may lead to waiting charges or a revised schedule. We may also require proof of identity or proof of entitlement to move goods where appropriate.

2. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service and must be made in full using the accepted payment methods. We may request a deposit in advance to secure the booking, particularly for larger jobs, peak periods, or services requiring dedicated time slots. Any deposit paid may be used to cover cancellation charges where applicable. Prices may be quoted as a fixed fee, hourly rate, or a combination of both, depending on the nature of the work.

Charges may include labour, vehicle use, fuel, congestion or parking-related costs where applicable, specialist handling, waiting time, additional stops, stair carries, long carries, storage transfer, or the disposal of items where this has been agreed in advance. If the customer requests extra work not included in the original quotation, we reserve the right to charge for that work at our standard rates. Invoices must be paid immediately when due. If payment is late, we may suspend future services and recover reasonable costs of collection where permitted by law.

3. Cancellations, Rescheduling, and No-Shows

If you wish to cancel or reschedule, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice is given, whether staff and vehicles have already been allocated, and whether third-party costs have been incurred. For example, late cancellation may result in the loss of any deposit and, in some cases, additional reasonable charges for committed resources. If the customer fails to attend, is unavailable, or cannot provide access at the agreed time, we may treat this as a cancellation or no-show and charge accordingly.

We may also need to cancel or reschedule due to circumstances beyond our reasonable control, including severe weather, traffic disruption, vehicle breakdown, staff unavailability, accidents, or legal restrictions. In such cases, we will aim to notify the customer promptly and arrange an alternative date or refund any advance payment for services not provided. We are not responsible for indirect losses arising from a cancellation or rescheduling caused by events outside our control.

4. Customer Responsibilities

The customer is responsible for ensuring that the goods to be moved are suitably packed, secured, and labelled where necessary. Fragile items should be packed appropriately before collection unless we have agreed to provide packing services. The customer must also ensure that items are safe to transport and free from hazards. Dangerous goods, prohibited items, perishable goods, live animals, cash, securities, firearms, explosives, illegal substances, and any items restricted by law must not be included in the move unless we have expressly agreed and it is lawful to do so.

You must make sure that the property, access routes, and parking arrangements are suitable for the vehicle and for our staff. This includes obtaining any required permissions, permits, or access codes. If there are stairs, narrow passages, lifts, height restrictions, long carrying distances, or other access limitations, you must tell us in advance. Failure to disclose such matters may affect the price, timing, and safety of the job. Where our staff are asked to move items that are not adequately packed or appear unsafe, we may decline to handle them.

5. Liability and Insurance

We will take reasonable care when handling your goods and property, but liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by factors outside our control, including but not limited to pre-existing damage, inadequate packaging, hidden defects, inherent fragility, incorrect assembly, or defects in the property being moved. Customers are strongly advised to arrange suitable insurance for valuable, fragile, or irreplaceable items where appropriate.

Where we are responsible for direct loss or damage proven to have been caused by our negligence, our liability shall normally be limited to the lower of the repair or replacement cost of the affected item and the value agreed or evidenced at the time of the booking, subject to any applicable insurance terms. We do not accept liability for indirect or consequential losses such as loss of earnings, missed appointments, hotel costs, emotional distress, or business interruption, except where such exclusion is not lawful. Any claim for damage must be reported to us as soon as reasonably possible and, in any event, within a reasonable period after the service has ended.

It is the customer’s responsibility to protect floors, walls, fixtures, and other surfaces if they are particularly delicate or vulnerable. While our team will act carefully, moving large objects through confined spaces carries an inherent risk of minor scuffs or marks, especially where access is limited. If specialist protection or extra manpower is needed, this must be requested in advance and may incur an additional charge.

6. Waste Regulations and Disposal of Items

If the service includes the removal or disposal of waste, unwanted items, or rubbish, the customer must disclose this clearly at the time of booking. Waste handling is subject to applicable UK environmental and waste regulations, and we will only collect, transport, or dispose of waste in a lawful and responsible manner. We do not carry out illegal fly-tipping, unlicensed dumping, or any disposal activity that breaches environmental law. Where required, waste transfer notes, duty of care records, or similar documentation may be issued or requested.

The customer must not present hazardous waste, asbestos, chemicals, oils, paint, clinical waste, batteries, tyres, gas bottles, electrical waste requiring specialist treatment, or any other regulated material unless we have specifically agreed to handle it and have the lawful facilities to do so. If undisclosed restricted waste is found, we may refuse to transport it, return it to the point of collection, or charge additional fees for lawful handling or disposal. The customer remains responsible for any incorrect description of waste and for ensuring that they have the right to dispose of the items in question.

7. Delays, Access Problems, and Waiting Time

We aim to arrive within the agreed time window, but arrival times are estimates and may be affected by road conditions, weather, or events beyond our control. If our team is delayed due to circumstances attributable to the customer, such as poor access, missing keys, incorrect instructions, building restrictions, or unavailable parking, waiting time may be charged at the applicable rate. If a delay makes it impossible to complete the work within the scheduled period, we may offer to continue at a later time or date, subject to availability and any additional costs.

If we are unable to access the collection or delivery premises because of circumstances the customer should reasonably have anticipated, we may deem the service incomplete and charge for the time and costs already incurred. The customer must ensure that someone authorised to release or receive the goods is present at the agreed time unless we have agreed otherwise. We are not responsible for losses caused by missed access arrangements or by the refusal of third parties, landlords, building management, or neighbours to permit entry.

8. Storage, Retention, and Uncollected Goods

Where temporary storage is requested or necessary, it will only be provided if agreed in writing and subject to separate terms where applicable. We may retain goods only to the extent allowed by law, including where payment remains outstanding. If goods are left uncollected or cannot be delivered because the customer has not provided the required instructions or access, we may store the goods at the customer’s risk and expense for a reasonable period. Any storage or redelivery charges will be payable by the customer.

If the customer fails to collect or arrange delivery of goods within a reasonable time after being notified, we may follow lawful procedures for the disposal or sale of uncollected items where permitted by law and after any required notices have been given. Any proceeds from sale may be applied first to unpaid charges, storage, and reasonable costs of enforcement, with any balance dealt with in accordance with legal requirements. Valuable or sensitive items should never be left without prior agreement.

9. Complaints and Claims

We aim to provide a reliable and professional service. If there is a problem, the customer should raise it promptly so that we can investigate and, where appropriate, seek a practical resolution. Complaints should include as much detail as possible, including the date of service, the items involved, and the nature of the issue. If a claim for damage or loss is made, we may request photographs, proof of value, purchase records, or other supporting evidence. Any attempt to conceal relevant information may affect the outcome of the claim.

We reserve the right to inspect alleged damage and to offer repair, replacement, partial refund, or another reasonable remedy where appropriate. No remedy will be due where the loss or damage did not arise from our actions or where the customer has breached these terms. Nothing in this section limits any mandatory rights available under UK consumer law.

10. Force Majeure, Changes, and Governing Law

We shall not be liable for failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control. These may include extreme weather, road closures, industrial action, civil disorder, fire, flood, accident, government restrictions, public emergencies, or breakdown of vehicles or equipment. In such circumstances, performance may be suspended without liability until the event has passed or until a suitable alternative arrangement can be made.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or agreed in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

By confirming a booking with Man With Van Dulwich, the customer acknowledges that they have read, understood, and accepted these Terms and Conditions in full.