Terms and Conditions

Man with Van Highbury Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Highbury provides removal and related services. By making a booking, you agree that these terms will apply to any services carried out for you. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or organisation requesting the services.

Company means Man with Van Highbury, providing removal and related services.

Services means any removal, transport, loading, unloading, packing, furniture assembly or related services supplied by the Company.

Goods means the items of property that are the subject of the Services.

Work Order means the specific booking details agreed between the Customer and the Company, including dates, times, locations, vehicle type, number of staff and charges.

2. Scope of Services

The Company provides man and van removal services, including local household moves, office moves, single item and part-load transport, and related assistance within its operating area. The exact scope of the Services for each job will be set out in the Work Order agreed at the time of booking.

The Company does not provide specialist removal of items such as safes, pianos, heavy machinery or hazardous materials unless expressly agreed in writing in advance. The Company reserves the right to refuse to move any item which, in the opinion of its staff, cannot be moved safely or legally.

3. Booking Process

3.1 Enquiries and quotations

The Customer may request a quotation by providing accurate information about the collection and delivery addresses, access conditions, property type and size, list or approximate volume of Goods, preferred dates and times, and any special requirements. Quotations are based on the information supplied by the Customer and are not binding if that information is inaccurate or incomplete.

3.2 Confirmation of booking

A booking is only confirmed when the Company has accepted the Work Order and communicated confirmation to the Customer. The Company may, at its discretion, request a deposit or pre-payment as part of the booking process. The Customer is responsible for checking that all details in the Work Order are correct.

3.3 Changes to bookings

If the Customer wishes to change the date, time, locations or scope of the Services after confirmation, the Company will endeavour to accommodate the change but cannot guarantee availability. Changes may result in an adjusted quotation and revised charges. Any agreed amendments to the Work Order will form part of these Terms and Conditions for that job.

4. Customer Responsibilities

The Customer is responsible for:

Ensuring that suitable and accurate information is provided at the quotation and booking stage, including any parking restrictions, narrow access, stairs, lifts or other relevant factors.

Arranging appropriate parking for the vehicle at both collection and delivery addresses, including any permits or authorisations required and covering any associated costs or fines.

Ensuring that the premises are ready for the Services, that Goods are suitably packed unless packing is included in the Work Order, and that fragile or valuable items are clearly identified.

Being present or ensuring that an authorised representative is present at the agreed times to oversee the move, provide access, and sign any relevant paperwork or digital confirmations.

Complying with all applicable laws and regulations in relation to the Goods, including waste regulations where disposal or removal of unwanted items is requested.

5. Payments and Charges

5.1 Pricing and rates

Charges may be based on hourly rates, fixed prices, or a combination of both, as set out in the Work Order. Rates may vary depending on the size of the vehicle, number of staff, distance, time of day, day of the week and any additional services requested.

5.2 Deposits and pre-payments

The Company may require a deposit or full pre-payment to secure a booking. The amount and due date for any deposit or pre-payment will be stated in the Work Order. Failure to pay the deposit or pre-payment by the required time may result in cancellation of the booking.

5.3 Payment methods and timing

Unless agreed otherwise in writing, payment is due immediately upon completion of the Services on the day of the move. For hourly rate bookings, the chargeable time starts when the vehicle and staff arrive at the first address at the agreed time, or upon actual arrival if later due to factors outside the control of the Company.

5.4 Additional charges

Additional charges may apply where:

Access is more difficult than stated, requiring additional time or equipment.

Additional items or services are requested that were not included in the original Work Order.

Waiting time is incurred due to delays caused by the Customer or third parties.

Parking fines or similar costs are incurred as a result of the Customer failing to arrange suitable parking.

These additional charges will be calculated on the basis of the Companys standard rates and are payable by the Customer.

6. Cancellations and Rescheduling

6.1 Cancellation by the Customer

If the Customer needs to cancel a booking, they must notify the Company as soon as possible. The following cancellation charges may apply, based on the notice given before the scheduled start time:

More than 72 hours: deposit or pre-payment may be refunded or transferred, subject to any reasonable administrative costs.

Between 24 and 72 hours: up to 50 percent of the estimated job value or deposit may be charged.

Less than 24 hours or on the day: up to 100 percent of the estimated job value or deposit may be charged.

The exact cancellation terms for a specific booking may be set out in the Work Order and will take precedence over the general terms above where different.

6.2 Rescheduling by the Customer

The Customer may request to reschedule a booking, subject to availability. If the request is made at short notice, rescheduling may be treated as a cancellation and new booking, and charges may apply.

6.3 Cancellation or rescheduling by the Company

The Company will use reasonable efforts to honour all confirmed bookings. However, the Company may cancel or reschedule where it is unable to provide the Services due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, illness, road closures or other operational issues. In such cases, the Company will offer an alternative date or a refund of any pre-payments received, but will not be liable for any indirect or consequential losses.

7. Access, Parking and Delays

The Customer must ensure that adequate access is available for the vehicle and staff at both collection and delivery locations. This includes arranging parking in accordance with local regulations, ensuring that entrances, stairways, corridors and lifts are free of obstruction, and notifying the Company in advance of any restrictions that could affect the Services.

Where access or parking is insufficient or restricted, the Company may need to make alternative arrangements or may be unable to complete the Services. Any additional time, costs or losses incurred as a result of inadequate access or parking will be the responsibility of the Customer.

The Company will not be responsible for delays caused by traffic conditions, roadworks, accidents, public events, security checks, or other factors beyond its reasonable control. In such cases, the Company will make reasonable efforts to minimise delay, but the Customer remains liable for the agreed charges.

8. Packing, Handling and Customer Participation

Unless packing services are specifically included in the Work Order, the Customer is responsible for packing and protecting Goods before the arrival of the Companys staff. The Company recommends the use of sturdy boxes, appropriate packing materials and clear labelling, particularly for fragile items.

If the Customer chooses to assist with loading, unloading or handling of Goods, they do so at their own risk. The Company will not be liable for injury to the Customer or damage to Goods arising from actions taken by the Customer or any third party not employed by the Company.

9. Restrictions on Goods and Waste Regulations

9.1 Prohibited and restricted items

The Company will not carry:

Illegal goods or substances.

Explosives, firearms, ammunition, or hazardous materials such as flammable liquids, chemicals, gases or toxic substances.

Perishable or live items, including plants, food or animals, unless expressly agreed in advance.

Any item which, in the opinion of the Company, possesses a risk to health, safety or property.

The Customer must not include any such prohibited items among the Goods and must indemnify the Company against any loss or damage arising from breach of this requirement.

9.2 Waste removal and disposal

Where the Services include removal of unwanted items or waste, the Customer must clearly identify these items and confirm that they are suitable for lawful disposal. The Company will handle waste in accordance with applicable waste and environmental regulations and may decline to remove items that cannot be disposed of safely or legally.

The Customer is responsible for any additional costs incurred in relation to the disposal of items classified as controlled waste, electrical items, bulky waste or other materials that are subject to special handling or charges at recycling or disposal facilities.

10. Liability and Insurance

10.1 Company liability for loss or damage

The Company will exercise reasonable care and skill in providing the Services. If Goods are lost or damaged as a direct result of the Companys negligence, the Companys liability will, subject to the limitations in these Terms and Conditions, be limited to the reasonable cost of repair or replacement, taking into account age, condition and market value.

The Company will not be liable for:

Loss or damage arising from faulty or inadequate packing by the Customer, normal wear and tear, inherent defect, or deterioration of Goods.

Loss of or damage to fragile items that were not adequately packed or were left loose, such as glass, ceramics, electronics or artwork.

Indirect or consequential losses, including loss of income, loss of profits, loss of opportunity or emotional distress.

Any loss or damage where the Customer has failed to notify the Company in writing within a reasonable time after completion of the Services, and in any event within seven days, providing reasonable details and evidence.

10.2 Limitation of liability

To the fullest extent permitted by law, the total liability of the Company for any claim or series of connected claims arising out of a single job shall not exceed a reasonable and proportionate amount having regard to the value of the Goods and the charges paid for the Services. The Customer is advised to arrange suitable insurance cover, particularly in relation to high-value items or full household contents.

10.3 Customer indemnity

The Customer will indemnify the Company against all claims, losses, damages, costs and expenses arising from:

Failure to comply with these Terms and Conditions.

Inaccurate information provided by the Customer.

The inclusion of prohibited or hazardous items among the Goods.

Damage to property where access was inadequate or where the Customer requested that the Company attempt a manoeuvre against the advice of its staff.

11. Complaints and Claims

If the Customer has a complaint about the Services, they should notify the Company as soon as possible, providing details of the issue and any supporting evidence. The Company will investigate the complaint and aim to respond within a reasonable period.

Any claim for loss or damage to Goods must be notified to the Company promptly and in any event within seven days of completion of the Services. Failure to do so may affect the Companys ability to investigate the claim and may limit or prevent any liability.

12. Data Protection and Privacy

The Company will collect and use personal information about the Customer for the purposes of handling enquiries, providing quotations, confirming bookings, delivering Services, processing payments and dealing with complaints or claims. The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to carry out the Services or as required by law.

13. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, accidents, acts of terrorism, civil unrest, strikes, lockouts, transport disruptions or government restrictions.

14. Governing Law and Jurisdiction

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

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the Services provided by the Company.

15. General Provisions

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed to be severed from the remaining provisions, which shall continue in full force and effect.

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 or any other right or remedy.

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to deliver the Services.

These Terms and Conditions, together with the specific details set out in any Work Order, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.