Terms and Conditions for Man With a Van Kingston upon Thames

These Terms and Conditions set out the basis on which Man With a Van Kingston upon Thames provides removal and transportation services. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services provided within Kingston upon Thames and the wider service area, whether for domestic or commercial customers.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "We", "us", and "our" refer to the Man With a Van Kingston upon Thames service provider.

1.2 "You" and "your" refer to the customer booking or using our services.

1.3 "Services" means any removal, man and van, collection, delivery, transportation, or related services we provide.

1.4 "Booking" means a confirmed request by you for us to provide services on a particular date and time.

1.5 "Service area" means Kingston upon Thames and any other areas that we agree to serve.

2. Scope of Services

2.1 We provide man and van and removal services, including but not limited to domestic moves, small office moves, furniture and item transport, and related loading and unloading within our agreed service area.

2.2 We may agree to travel beyond the usual service area, subject to availability, journey time and an adjusted price. This will be confirmed at the time of booking.

2.3 We reserve the right to refuse to transport any items that are illegal, dangerous, hazardous, excessively heavy, inadequately packed, or that may cause damage to our vehicle or to other items.

3. Booking Process

3.1 You may request a quotation by providing us with accurate details of the services required, including collection and delivery addresses, the nature and quantity of items, access details, and any special requirements.

3.2 Quotations are based on the information you provide. If the information is incomplete or inaccurate, we may adjust the price accordingly at any time, including on the day of the move.

3.3 A booking is only confirmed once we have accepted your request and you have agreed to the quoted price and any applicable terms regarding deposits and payment.

3.4 It is your responsibility to ensure that all details on the booking confirmation are correct. If you notice any errors, you must notify us as soon as possible.

3.5 Bookings are subject to availability. We do not guarantee availability for any particular date or time until we have confirmed your booking.

4. Customer Responsibilities

4.1 You must ensure that adequate and safe access is available at both the collection and delivery addresses, including parking, entry through doors and stairways, and access to lifts where applicable.

4.2 You are responsible for complying with any parking regulations, obtaining any required parking permits, and covering any parking charges or fines incurred as a result of your instructions.

4.3 Items must be properly packed and protected for transportation, unless we have expressly agreed to provide packing services. Fragile items must be clearly marked and adequately protected.

4.4 You must be present, or have an authorised representative present, at the collection and delivery addresses to supervise the move, confirm which items are to be moved, and check that the property and items are left in an acceptable condition.

4.5 You must not request our staff to do anything that may put them or others at risk, including unsafe lifting, moving items through dangerous or unsuitable access routes, or handling prohibited or hazardous items.

5. Price and Payment

5.1 Our charges may be based on an hourly rate, a fixed fee, or a combination of both, as agreed at the time of booking.

5.2 The price may take into account travel time, labour, vehicle size, number of movers, distance, waiting time, tolls and congestion charges, and any other agreed factors.

5.3 Unless otherwise agreed, payment is due either in full in advance or immediately upon completion of the services on the day of the move.

5.4 We may require a deposit to secure your booking. Deposits are generally non-refundable unless otherwise stated in these Terms and Conditions or agreed in writing.

5.5 If additional work is required that was not included in the original quotation, we may charge extra on an hourly or fixed-fee basis. This may include extra items, delays caused by you or third parties, or difficulties with access.

5.6 If payment is not made when due, we reserve the right to charge interest on overdue amounts, to withhold delivery of items, or to suspend or cancel further services.

6. Cancellations and Amendments

6.1 If you wish to cancel or amend your booking, you must notify us as soon as reasonably possible.

6.2 If you cancel more than 7 days before the scheduled service date, any deposit paid may be refunded at our discretion, less any reasonable administrative costs incurred.

6.3 If you cancel between 7 days and 48 hours before the scheduled service date, we may retain all or part of your deposit to cover our costs and loss of business.

6.4 If you cancel less than 48 hours before the scheduled service date, or fail to be present at the agreed time and location, we may charge up to 100 percent of the agreed price.

6.5 We will make reasonable efforts to accommodate changes to your booking, such as date, time or addresses, but these are subject to availability and may result in a revised price.

6.6 We reserve the right to cancel or reschedule a booking in exceptional circumstances, such as severe weather, vehicle breakdown, staff illness, safety concerns, or circumstances beyond our reasonable control. In such cases, we will offer an alternative date or a refund of any payments already made for the affected booking.

7. Waiting Time and Delays

7.1 You must ensure that our team can begin work immediately upon arrival at the scheduled time.

7.2 If our team is unable to start work due to your delay, lack of access, or incomplete preparation, we may charge waiting time at the applicable hourly rate.

7.3 We are not liable for delays caused by events beyond our reasonable control, such as traffic congestion, road closures, accidents, or adverse weather conditions.

8. Parking and Access

8.1 You are responsible for arranging suitable parking for our vehicle at both collection and delivery points and for complying with any local restrictions.

8.2 Any parking fines or penalties incurred as a direct result of your instructions, or your failure to arrange suitable parking, will be added to your final bill.

8.3 If access is significantly more difficult than described at the time of booking, we may adjust the price to reflect additional time and labour.

9. Excluded Items

9.1 We will not transport any items that are illegal, hazardous, explosive, flammable, corrosive, toxic, or otherwise dangerous, including but not limited to gas cylinders, fuel, chemicals, paint, firearms, or illegal substances.

9.2 We do not accept responsibility for the transport of high-value items such as jewellery, cash, important documents, or irreplaceable items unless specifically agreed in writing prior to the move.

9.3 If we discover prohibited items among your goods, we may refuse to transport them and may cancel the services without refund.

10. Liability for Loss or Damage

10.1 We will take reasonable care when handling and transporting your belongings. However, our liability is subject to the limitations set out in this section.

10.2 We are not liable for loss or damage arising from your failure to pack items properly, pre-existing defects, normal wear and tear, or inherent vulnerability of certain items such as fragile ornaments, glass, or assembled flat-pack furniture.

10.3 We are not liable for damage to items or property occurring as a result of moving items at your express instruction against our advice, such as forcing items through narrow spaces, over stair bannisters or through unsuitable access points.

10.4 Our liability for any loss or damage to goods, however caused, shall be limited to a reasonable cost of repair or replacement, up to a maximum amount per booking, as specified or agreed with you before the move where applicable.

10.5 We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, or emotional distress.

10.6 You must inspect your items and property at the time of delivery and, where possible, note any visible damage immediately. Any claims for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within 7 days of completion of the services.

11. Damage to Property

11.1 We will take reasonable care to avoid damage to your property, including walls, floors, doors and fixtures.

11.2 We are not responsible for damage to property where it arises from inadequate protection of surfaces by you, or where you have requested that we move items in a way that increases the risk of damage.

11.3 If damage occurs to the property at collection or delivery addresses and is clearly caused by our negligence, you must report this to us as soon as possible and allow us a reasonable opportunity to inspect and, where appropriate, repair the damage.

12. Waste and Disposal Regulations

12.1 We comply with relevant UK waste and environmental regulations. We are not a general waste disposal service and will only remove items agreed in advance as part of our services.

12.2 We will not remove household rubbish, hazardous waste, or any materials that require specialist disposal unless expressly agreed and priced accordingly.

12.3 If we agree to dispose of items on your behalf, you confirm that you have the legal right to dispose of those items and that they do not contain hazardous or prohibited materials.

12.4 Any unauthorised waste left in our vehicle or discovered among your goods may incur additional charges for safe handling and disposal.

13. Insurance

13.1 We maintain appropriate insurance cover for our vehicles and public liability in line with industry practice.

13.2 Our insurance is subject to the terms, conditions and exclusions of the relevant policy. You may request further information about our insurance cover.

13.3 You are encouraged to arrange your own additional insurance for high-value or particularly fragile items, as our liability is limited as set out in these Terms and Conditions.

14. Complaints

14.1 If you are dissatisfied with any aspect of our services, you should raise this with our driver or team on the day where possible so that we have an opportunity to address the issue immediately.

14.2 If the issue is not resolved, you should submit a written complaint as soon as reasonably practicable, providing full details of the problem, any relevant dates and times, and supporting information.

14.3 We will investigate your complaint and respond within a reasonable timeframe. Where appropriate, we may offer a remedy in line with these Terms and Conditions and our legal obligations.

15. Force Majeure

15.1 We are not liable for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, traffic conditions, strikes, civil unrest, or acts of government.

15.2 If a force majeure event occurs, we will inform you as soon as reasonably possible and will either reschedule the services or cancel the booking and issue an appropriate refund for any services not provided.

16. Privacy and Data Protection

16.1 We will collect and process your personal information only for the purposes of providing our services, handling bookings, processing payments, and managing any enquiries or complaints.

16.2 We will handle your personal data in accordance with applicable UK data protection laws.

16.3 We will not sell your personal information to third parties. We may share it with trusted partners only where necessary for the performance of our services or where required by law.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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.

18. General Provisions

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

18.2 No waiver of any provision of these Terms and Conditions shall be effective unless in writing and signed or clearly confirmed by us. A failure or delay in exercising any right or remedy does not constitute a waiver of that right or remedy.

18.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the provision of our services and supersede any prior agreements, understandings or representations, whether oral or written.

18.4 We may update or revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.

By confirming a booking with Man With a Van Kingston upon Thames, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.