These Terms and Conditions set out the basis on which Man With Van Highbury provides removal, transport, delivery, loading, unloading, and related van services for domestic and commercial customers. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing a booking, as they explain your responsibilities, our responsibilities, and the limits of our service. For the purposes of this document, references to we, us, and our mean the service provider operating under the Man With Van Highbury name, and references to you mean the customer receiving the service.

These terms apply to all standard bookings, including single-item transport, partial loads, furniture moves, student moves, office relocations, and similar collection and delivery services. They also apply to any additional work agreed on the day, provided that such work is lawful, safe, and within the capacity of the vehicle and crew. Nothing in these terms affects your statutory rights as a consumer under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

We reserve the right to amend these Terms and Conditions from time to time. Any updated version will apply to bookings made after the date of publication or issue. It is your responsibility to ensure you have reviewed the current terms before confirming a service. Continued use of our van with man service after changes have been published will be treated as acceptance of the revised terms, subject always to applicable law.

Booking Process

When you request a quote for a Man With Van Highbury service, the price may be based on the information you provide at the time of enquiry. If the description of the job changes, or if the actual work differs from the original details, we may revise the quotation accordingly. This may occur where items are heavier, more numerous, more fragile, or more difficult to access than described, or where stairs, waiting time, parking constraints, or long carrying distances increase the scope of work. We will make reasonable efforts to explain any such revision before proceeding.

Bookings are subject to availability and may require a deposit or prepayment to secure the vehicle and crew. We are not obliged to hold a time slot unless the booking has been confirmed. If you are booking on behalf of another person, you represent that you have authority to do so and that the other person is aware of and agrees to these terms. It is your responsibility to ensure someone is present at the collection and delivery points, unless otherwise agreed in advance. Failure to provide access or attendance may result in delay charges or cancellation fees.

Payments and Charges

Our charges may include time-based labour, vehicle use, fuel, congestion or parking-related costs where agreed, waiting time, and any pre-approved additional services such as dismantling, reassembly, or the carrying of items over unusual distances. If the job is delayed by circumstances outside our control, such as access restrictions, traffic disruption, building rules, unsafe loading conditions, or incorrect information provided by you, additional charges may apply. We will charge fairly and proportionately, and we will not impose fees that have not been reasonably disclosed or justified.

You are responsible for ensuring that payment is made in full by the agreed time. If a payment is declined, reversed, or delayed, we may suspend or cancel the service, retain any deposit already paid, and recover reasonable administrative or collection costs where permitted by law. Late payments may attract interest and recovery charges in line with the Late Payment of Commercial Debts regime for business customers, and with any lawful contractual recovery process for consumers. Title to any goods we supply, if applicable, remains with us until payment is received in full.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice in writing or by the communication method used to make the booking. The amount of notice required may vary depending on the size of the job and the resources reserved. Cancellations made with sufficient notice may receive a full or partial refund, less any reasonable administrative or card-processing costs where these are non-refundable to us. Where significant resources have already been allocated, a cancellation fee may apply. If the vehicle and crew have already departed, arrived, or commenced work, the charge may reflect time already spent, fuel used, and opportunity cost.

If you ask us to wait, return later, or change the schedule on the day, we will try to assist where possible, but we are not obliged to do so. Delays caused by traffic, weather, road closures, parking difficulties, or issues at the collection or delivery premises do not automatically entitle you to compensation or a refund. We will, however, act reasonably and keep you informed where possible. If we are unable to attend due to circumstances beyond our control, including vehicle breakdown or severe disruption, we may offer a new appointment or refund any prepaid amount for work not carried out.

We may cancel or suspend a booking if you provide inaccurate information, if the premises are unsafe, if the work would breach the law, if the items present a health and safety risk not disclosed in advance, or if you or anyone acting for you behaves in a threatening, abusive, or discriminatory manner. In such circumstances, any refund will be limited to the amount, if any, remaining after deducting reasonable losses already incurred. Our decision to suspend or cancel for safety or legal reasons will be final, provided it is made honestly and reasonably.

Customer Responsibilities

You are responsible for informing us in advance of any item that is particularly heavy, valuable, hazardous, awkward, or likely to require special handling. This includes pianos, safes, antiques, glass items, electrical equipment, and oversized furniture. If a lift, staircase, corridor, doorway, or driveway is unsuitable for a planned move, we may need to adjust the method of work, limit the service, or decline to continue if doing so would be unsafe. We may request that you or an authorised representative be present during loading and unloading to confirm placement and instructions.

Any parking charges, fines, permits, access fees, or building-specific charges arising from the arrangements you make are your responsibility unless we have expressly agreed otherwise in writing. You must also ensure that any items removed belong to you or that you have the owner’s consent to authorise their removal. By booking a van with driver service, you confirm that you have the right to dispose of, transport, or instruct the transport of the relevant goods.

Liability and Insurance

Where we are responsible for damage to property, we may choose either to repair, replace, or pay compensation up to the fair market value of the item at the time of the incident, taking account of age, condition, and depreciation. If you wish to claim for damage, you must notify us as soon as reasonably possible and provide supporting evidence, including photographs and a description of the item and loss. You must allow us a reasonable opportunity to inspect the alleged damage before repairs or disposal take place.

We are not liable for pre-existing damage, hidden defects, inadequate packing, or damage caused by the inherent nature of the item. We are also not responsible for damage resulting from your instructions, from access routes that you requested us to use despite warning, or from items that were not declared as fragile, hazardous, or especially valuable. We strongly recommend that customers arrange their own insurance where appropriate, particularly for high-value goods or complex relocations. Our own insurance, where maintained, does not replace the need for suitable customer cover.

Waste Regulations and Disposal

If our service includes the removal of unwanted items, all waste handling must comply with relevant UK waste legislation, including rules on duty of care, transfer, and disposal. We will only remove waste where it has been agreed in advance and where the waste type is lawful for us to transport. You must not ask us to dispose of hazardous, clinical, chemical, asbestos-containing, or otherwise controlled waste unless we have specifically confirmed in writing that we are licensed and equipped to do so.

For any waste collection or clearance work, you must accurately describe the contents to be removed. Misdescription can lead to refusal, delay, revised pricing, or cancellation. Where required, we may ask for photographs before attending. All waste transferred by us may be taken to an authorised facility or handed to a licensed third party in accordance with the law. We may provide paperwork, receipts, or transfer records where appropriate, and you agree to cooperate with any reasonable documentation requests.

You remain responsible for ensuring that any items presented as waste are genuinely intended for disposal and are not subject to reuse, data protection obligations, or ownership disputes. Electrical items, fridges, mattresses, and other restricted waste may attract separate handling or disposal costs. You must not include prohibited materials in general waste without prior approval. Where we suspect illegal disposal, misclassification of waste, or a breach of environmental law, we may refuse the job, report the matter to the appropriate authority, and recover any resulting costs that we are lawfully able to claim.

Service Standards, Suspension, and Force Majeure

We aim to provide a punctual and professional man and van Highbury service, but all timing estimates are approximate unless expressly guaranteed in writing. Factors beyond our control can affect arrival and completion times. We are not in breach of contract where delay or failure to perform results from events outside our reasonable control, including accidents, extreme weather, fire, strike action, civil disturbance, government restrictions, road closures, or major utility failures. In such cases, we will use reasonable efforts to minimise disruption and resume performance where practicable.

If we reasonably believe that continuing the job would be unsafe, unlawful, or likely to cause damage, we may pause or stop the service until the issue is resolved. For example, we may halt work if the load exceeds vehicle capacity, if an item cannot be moved safely without specialist equipment, or if access is blocked. Any additional services beyond the original booking must be agreed by both parties and may incur extra charges. We are not obliged to provide services that fall outside our normal operational capability.

If part of a booking has been completed, you will remain liable for the proportion of the fee attributable to the work performed. Partial performance does not waive our right to payment for services already delivered. Where a dispute arises, both parties agree to act in good faith and seek to resolve the matter promptly and commercially. Any acceptance of a reduced amount by us will not constitute a waiver of the balance unless we confirm this in writing.

Data, Complaints, and General Provisions

We may collect and process limited personal data for the purpose of handling enquiries, managing bookings, issuing invoices, and keeping service records. We will process such data in accordance with applicable data protection law. Information you provide must be accurate and lawful, and you must not submit details that you do not have the right to share. We may retain records for a reasonable period to comply with accounting, insurance, legal, and operational obligations.

If you have a complaint about our service, you should raise it as soon as possible so that we may investigate and attempt a fair resolution. Complaints should include enough detail for us to understand the issue, the booking reference if available, and any supporting evidence. We will consider complaints reasonably and in good faith. Any failure by us to enforce a term at any time does not mean we waive that term for the future. Headings are for convenience only and do not affect interpretation.

These Terms and Conditions constitute the entire agreement between you and us in relation to the service, unless we have agreed a different arrangement in writing. If any discrepancy exists between a quotation and these terms, the specific written quotation will prevail only to the extent of the inconsistency. You may not assign your rights or obligations under this agreement without our consent. We may assign or subcontract our obligations where this does not materially reduce the service standard or your legal protections.

Governing Law and Jurisdiction

By placing a booking for Man With Van Highbury, you confirm that you have read, understood, and accepted these terms. You also confirm that all information supplied to us is true and complete to the best of your knowledge. Where separate written terms have been agreed for a specific job, those terms will apply together with these Terms and Conditions, and in the event of conflict the more specific written agreement will prevail to the extent required.