Terms and Conditions

Man and Van Ruislip Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Ruislip provides removal, man and van, transport, and related services within the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below:

1.1 "Company" means Man and Van Ruislip, the provider of the services described in these Terms and Conditions.

1.2 "Customer" means the individual or organisation requesting or receiving services from the Company.

1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, storage, or related services provided by the Company.

1.4 "Vehicle" means any van or other vehicle used by the Company to perform the Services.

1.5 "Service Address" means the collection and delivery addresses and any additional addresses specified by the Customer as part of the booking.

1.6 "Goods" means the items, belongings, furniture, equipment, or other property that the Company is asked to handle, transport, or move.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including transport of household items, furniture, office equipment, and other movable goods within the UK.

2.2 Unless expressly agreed in writing, the Services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex furniture, packing or unpacking of fragile or high-value items, or movement of items that require specialist handling or certification.

2.3 The Company reserves the right to refuse to move any Goods that, in its reasonable opinion, are unsafe, illegal, excessively heavy, improperly packaged, or likely to cause damage to the Vehicle, the crew, other goods, or third parties.

3. Booking Process

3.1 Bookings may be made by the Customer via our accepted communication methods. A booking is only deemed confirmed when the Company has provided explicit confirmation together with the agreed date, time, and service details.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to:

(a) Full collection and delivery addresses and any additional stops.

(b) Details of parking arrangements, access restrictions, stairs, lifts, and distance from parking to the property.

(c) An accurate description and approximate quantity of Goods, including any unusually heavy, bulky, or fragile items.

(d) Any special requirements, time constraints, or specific instructions relevant to the Services.

3.3 The Company will base its quotation and scheduling on the information provided by the Customer. Any omission or inaccuracy may result in additional charges, delays, or in some cases, an inability to complete the Service as scheduled.

3.4 The Company reserves the right to adjust or refuse a booking if, upon arrival, it is clear that the job materially differs from the description provided at the time of booking.

4. Quotations and Pricing

4.1 Quotations may be provided as hourly rates or fixed prices, depending on the nature of the work, distance, and estimated time required.

4.2 Unless otherwise stated, quotations are based on:

(a) Reasonable access at both collection and delivery locations.

(b) The Customer being ready to move at the agreed start time.

(c) A detailed and accurate description of the Goods and the work involved.

4.3 Quotations do not include charges for parking, congestion or clean air zones, tolls, ferry costs, storage fees, waste disposal, packing materials, or additional labour beyond what was agreed, unless explicitly stated.

4.4 The Company reserves the right to revise the quotation or charge additional fees if:

(a) Access is more difficult than stated or involves additional flights of stairs, long carries, or obstacles.

(b) Additional Goods or services are requested on the day.

(c) The job takes longer than reasonably expected due to circumstances beyond the Company’s control, including delays caused by the Customer or third parties.

5. Payments

5.1 Payment terms will be communicated at the time of booking. The Company may require a deposit to secure the booking and reserves the right to request full or partial payment in advance.

5.2 The balance of any charges must be paid upon completion of the Services, unless otherwise agreed in writing prior to the move.

5.3 Payment methods accepted by the Company will be confirmed during the booking process. The Customer is responsible for ensuring that payment can be made in full when due.

5.4 If payment is not made when due, the Company reserves the right to:

(a) Charge reasonable interest on overdue amounts.

(b) Retain Goods in its possession until full payment is received.

(c) Take legal action to recover unpaid sums, including any associated costs.

6. Cancellations and Changes

6.1 The Customer may cancel or amend a booking by giving reasonable notice in advance of the scheduled service date.

6.2 The Company operates a tiered cancellation policy, which may include the following, unless otherwise notified at the time of booking:

(a) Cancellations made more than 7 days before the service date may be free of charge or subject to a nominal administrative fee.

(b) Cancellations made between 7 days and 48 hours before the service date may result in forfeiture of part or all of any deposit paid.

(c) Cancellations made less than 48 hours before the service date, or failure of the Customer to be present and ready at the agreed time, may incur a cancellation fee up to the full estimated cost of the Service.

6.3 Where the Customer requests changes to the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the changes but cannot guarantee availability. Revised pricing may apply.

6.4 The Company may cancel or amend a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, illness, or other emergencies. In such cases, the Company will seek to rearrange the Services at a mutually convenient time. Any deposit paid for a cancelled booking due to the Company’s fault will be refundable if a rearranged date cannot be agreed.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Ensuring that they have full legal rights to the Goods being moved.

(b) Adequately packing and protecting Goods, particularly fragile or valuable items, unless the Company has specifically agreed to provide packing services.

(c) Ensuring that all Goods are ready to be moved when the crew arrives, unless packing or dismantling services have been expressly agreed.

(d) Providing safe, legal, and suitable parking for the Vehicle as close as possible to the Service Address.

(e) Ensuring that access routes, stairways, lifts, and entrances are clear and suitable for the movement of Goods.

7.2 The Customer must not ask the Company to transport any Goods that are prohibited, unsafe, illegal, or unsuitable for carriage, including but not limited to:

(a) Explosives, flammable or hazardous materials, or compressed gases.

(b) Illegal substances or items.

(c) Perishable goods that require controlled conditions.

(d) Live animals or plants requiring special care or licensing.

(e) Cash, jewellery, important documents, or other items of exceptional value, unless agreed in writing.

8. Liability and Limitations

8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability is subject to the limitations set out in this section.

8.2 The Company shall not be liable for any loss or damage arising from:

(a) Inadequate or improper packing by the Customer.

(b) Normal wear and tear, minor scratches, or scuffs that may occur during handling and transport.

(c) Pre-existing damage, defects, or weakness in Goods.

(d) Loss or damage resulting from the Customer’s failure to fulfil their responsibilities.

8.3 The Company’s 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, having regard to the value of the affected items and the charges for the Services. Higher levels of cover may be available by prior written agreement, which may be subject to an additional charge.

8.4 The Company shall not be liable for:

(a) Indirect, consequential, or economic losses, including loss of profit, revenue, business, or opportunity.

(b) Delays caused by traffic, road closures, accidents, or other factors beyond its reasonable control.

8.5 Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and in any event within 7 days of completion of the Services, together with sufficient evidence to support the claim.

9. Insurance

9.1 The Company maintains appropriate insurance to cover its legal liabilities in connection with the Services.

9.2 The Customer is encouraged to obtain their own insurance cover for Goods in transit, particularly for items of high monetary or sentimental value, as standard liability limits may not fully reflect the true value of such items.

10. Delays and Access Issues

10.1 The Company will use reasonable efforts to arrive at the agreed time; however, all times are estimates and cannot be guaranteed due to the nature of transport and traffic conditions.

10.2 The Company shall not be responsible for delays arising from circumstances outside its control, including but not limited to congestion, accidents, roadworks, adverse weather, building access issues, or delays caused by third parties such as estate agents, landlords, or solicitors.

10.3 Where significant delays occur due to access issues, waiting times, or other factors not caused by the Company, additional charges may apply based on the Company’s standard hourly rates.

11. Waste Regulations and Disposal

11.1 The Company operates in accordance with relevant UK waste and environmental regulations. Any removal and disposal of waste items will only be carried out where the Company is legally permitted to do so.

11.2 The Customer must clearly identify any items intended for disposal at the time of booking. Additional charges will apply for disposal services, which may vary according to the type and quantity of waste and any applicable local authority or commercial disposal fees.

11.3 The Company will not transport or dispose of hazardous, clinical, or controlled waste, including but not limited to chemicals, asbestos, medical waste, or contaminated materials.

11.4 The Customer remains responsible for ensuring that any waste presented for disposal is lawful and that the Customer has the right to dispose of it. The Company accepts no liability for any penalties, fines, or claims arising from unlawful disposal where the Company has acted in reliance on the Customer’s instructions.

12. Complaints

12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.

12.2 The Company will investigate complaints in a fair and timely manner and, where appropriate, may offer a remedy such as repair, partial refund, or another form of reasonable compensation, subject to the liability limitations set out in these Terms and Conditions.

13. Data Protection and Privacy

13.1 The Company will collect and process personal information provided by the Customer for the purposes of arranging and delivering the Services, administering accounts, and handling any queries or complaints.

13.2 Personal data will be handled in accordance with applicable UK data protection legislation. The Company will not sell or share personal information with third parties except where necessary to perform the Services, comply with the law, or with the Customer’s consent.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

15.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer relating to the Services, and replace any prior agreements, understandings, or arrangements, whether oral or written.

15.4 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the Company’s prior written consent.

15.5 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will apply to bookings made after the revised Terms and Conditions come into effect.