Terms and Conditions

Man with Van Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Surrey provides removal, transport and related services to private and business customers. 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 expressions have the meanings set out below:

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

Services means any removal, collection, delivery, transport, loading, unloading, packing, storage, waste removal or other services provided by us.

Goods means any items, property, furniture, personal belongings, equipment or materials which are the subject of the services.

Vehicle means any van or other vehicle used by us to provide the services.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van services, small and medium removals, collections and deliveries, and related services within Surrey and surrounding areas, and to other destinations as agreed at the time of booking.

The precise scope of services for each job, including collection and delivery addresses, type and quantity of goods, number of personnel, vehicle size, date, time and any special requirements, will be agreed with you at the time of booking and confirmed in our booking confirmation.

We reserve the right to refuse to transport any goods which we consider to be unsafe, illegal, hazardous, or unsuitable for carriage in our vehicles.

3. Booking Process

3.1 You may request a quotation and make a booking by phone, online form or other method we make available. All bookings are subject to our acceptance and availability.

3.2 When requesting a quotation, you must provide accurate and complete information, including but not limited to:

Full collection and delivery addresses and any access restrictions.

Details of the type and approximate volume or number of items to be moved.

Information about heavy, bulky, fragile or high value items.

Required date and approximate time, and any timing constraints.

Parking arrangements and any permit or restriction affecting loading and unloading.

3.3 Our quotation is based on the information you provide. If that information is incomplete or inaccurate, or if your requirements change, we may revise the quotation or charge for additional time, distance, labour, or services reasonably required to complete the job.

3.4 A booking is not confirmed until we have issued a booking confirmation. The Contract between you and us is formed when we confirm acceptance of your booking.

4. Prices and Quotations

4.1 Quotations may be given as a fixed price or as an hourly rate, depending on the nature of the job and our agreement with you.

4.2 Fixed price quotations are based on the details provided and are valid for a limited period as stated at the time of quotation. Where circumstances change or additional services are requested, we may charge extra on a time and materials basis.

4.3 Hourly rate jobs will be charged from the agreed start time or from arrival at the collection address, whichever is later, until completion of the job at the final delivery address, including any waiting time not caused by us.

4.4 Additional charges may apply for:

Work outside normal hours or on weekends and public holidays.

Extra labour, floors of stairs, or long walking distances from the vehicle.

Tolls, congestion, emission or similar charges incurred during the job.

Late changes to the job details or last minute additions to the load.

4.5 All prices are stated in pounds sterling and are exclusive of any applicable taxes unless stated otherwise.

5. Payments

5.1 Payment terms will be confirmed at the time of booking. We may require a deposit to secure your booking, with the balance payable on completion or in advance, depending on the nature of the job.

5.2 Unless otherwise agreed in writing, payment is due immediately upon completion of the services on the day of the move. We may refuse to unload the vehicle until payment has been made.

5.3 We accept payment by the methods we make available from time to time. You are responsible for ensuring that you have the means to pay on the day of service.

5.4 For business customers with agreed credit terms, invoices are payable within the period stated on the invoice. We reserve the right to charge interest on overdue sums at the maximum rate permitted by law, from the due date until the date of payment, together with any reasonable costs of recovery.

5.5 If you fail to pay any sums due, we may suspend or cancel any further services and may retain possession of any goods in our custody until all outstanding amounts have been paid in full.

6. Cancellations and Amendments

6.1 If you wish to cancel or amend your booking, you must notify us as soon as possible. Cancellation and amendment charges may apply as set out in this clause.

6.2 Where you cancel more than 7 days before the scheduled service date, any deposit may be refunded at our discretion, less any non-refundable costs already incurred.

6.3 Where you cancel between 7 days and 48 hours before the scheduled service, we may retain all or part of your deposit or charge up to 50 percent of the quoted price to cover our allocated time and costs.

6.4 Where you cancel less than 48 hours before the scheduled service, or fail to be present or ready when we arrive, we may charge up to 100 percent of the quoted price.

6.5 If you need to change the date, time, addresses, or scope of work, we will use reasonable efforts to accommodate the change, subject to availability. We may adjust the price to reflect any changes.

6.6 We may cancel or postpone the services where affected by events beyond our reasonable control, including severe weather, road closures, accidents, vehicle breakdown, illness, or legal restrictions. In such cases, we will seek to rearrange the services as soon as reasonably possible. Our liability will be limited to a refund of any amount paid for services not provided, and we will not be liable for any consequential loss arising from such cancellation or delay.

7. Customer Responsibilities

7.1 You are responsible for:

Ensuring that access is available at the collection and delivery addresses, including adequate parking and any necessary permits.

Ensuring all goods are ready to be moved, properly packed and protected unless packing services have been agreed.

Obtaining all necessary consents, permits, and permissions for the move.

Ensuring that no prohibited, dangerous, perishable, or illegal items are included in the load.

7.2 You must be present, or have a representative present, at both collection and delivery points to direct the work and sign any relevant documentation.

7.3 You must not ask our staff to undertake any work or move any item which is unsafe, unlawful, or beyond their capability, including but not limited to disconnection of gas or hard-wired electrical appliances.

8. Excluded and Special Items

8.1 Unless expressly agreed in writing, we do not transport:

Cash, jewellery, watches or precious metals.

Valuable documents, deeds, or financial instruments.

Perishable goods or items requiring controlled temperature.

Explosives, firearms, ammunition or weapons.

Hazardous, toxic, corrosive or flammable substances.

Live animals or plants.

8.2 If any excluded or special items are transported without our knowledge, our liability in respect of those items will be excluded to the fullest extent permitted by law.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods, and for delay, is limited as set out in this clause.

9.2 You must inspect the goods and premises on completion of the services and notify our staff immediately of any visible loss or damage you believe has occurred. Any subsequent claim must be reported to us in writing as soon as reasonably practicable and in any event within 7 days of the service date.

9.3 Our total liability for loss of or damage to goods, however caused, shall be limited to a reasonable repair or replacement cost taking account of wear, tear, and depreciation, up to a maximum overall limit per job as agreed or, where none is agreed, a reasonable market value subject to an overall cap.

9.4 We will not be liable for:

Loss or damage arising from your failure to properly pack, protect or secure goods, where packing is your responsibility.

Damage to flat pack or self-assembled furniture that is not designed to be moved intact.

Damage to the internal workings of electrical or mechanical appliances unless there is evidence of external damage caused by our negligence.

Normal wear and tear, minor scuffs, or scratches that may occur despite reasonable care.

Loss or damage arising from your failure to disclose high value or fragile items.

9.5 We will only move large or bulky items such as American-style fridges, pianos, or safes where this has been agreed in advance. Our liability for such items may be subject to additional conditions or charges.

9.6 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded under applicable law.

10. Delays and Missed Collections or Deliveries

10.1 Any times given for arrival or completion are estimates only and are not guaranteed. We will use reasonable efforts to keep to agreed schedules but cannot be liable for delays caused by traffic, weather, roadworks, accidents, breakdowns, or other circumstances beyond our control.

10.2 We are not liable for any indirect or consequential losses, including loss of profits, loss of income, loss of business, or inconvenience, resulting from delays or missed appointments.

11. Property Damage

11.1 We will take reasonable care to avoid damage to property and premises during loading and unloading. You must highlight any particularly vulnerable areas such as recently painted walls, fragile floors, or tight staircases before work begins.

11.2 Our liability for damage to property or premises caused by our negligence shall be limited to the reasonable cost of repair or, where repair is not possible, reasonable compensation based on the condition prior to the damage.

12. Waste Regulations and Disposal

12.1 Where we agree to remove waste items, we will do so in accordance with applicable waste and environmental regulations.

12.2 We will only remove waste that we are legally permitted to carry and dispose of. We will not collect or dispose of hazardous, clinical, or specialist waste.

12.3 All waste will be disposed of at authorised facilities. We may charge separately for waste disposal based on weight, volume, and type of material.

12.4 You are responsible for ensuring that any items presented as waste are suitable for removal and are not contaminated with hazardous substances.

12.5 Fly-tipping is illegal. We will never dispose of waste unlawfully. If you request or encourage unlawful disposal, we will refuse and may cancel the services without refund.

13. Insurance

13.1 We maintain appropriate insurance cover for our vehicles and liability as required by law. Details of our insurance may be provided on request.

13.2 It is your responsibility to ensure that you have adequate insurance cover for your goods during the move. We recommend that you check your home or business insurance policy, or arrange separate cover if needed.

14. Complaints

14.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our staff on the day so we have an opportunity to address it immediately.

14.2 If the matter is not resolved, you should submit a written complaint setting out the details, including dates, addresses, and a description of the issue, as soon as reasonably possible.

14.3 We will investigate your complaint and aim to respond within a reasonable time. Any offer of remedy or compensation will be made in line with these Terms and Conditions and our legal obligations.

15. Data Protection and Privacy

15.1 We will collect and use your personal information only as necessary to provide the services, manage our relationship with you, and comply with legal obligations.

15.2 We will take reasonable steps to keep your information secure and will not sell your details to third parties. We may share information with our staff and contractors where needed to perform the services.

16. Termination

16.1 We may terminate the Contract or suspend services with immediate effect if you:

Fail to pay any amount due.

Provide false or misleading information.

Behave in an abusive, threatening, or unsafe manner towards our staff.

Request unlawful or unsafe actions.

16.2 On termination, you must pay for all services already provided and any costs reasonably incurred as a result of termination.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Contract between you and us shall be governed by and construed in accordance with the laws of England and Wales.

17.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.

18. General Provisions

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

18.2 No variation of these Terms and Conditions will be effective unless agreed in writing by us.

18.3 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

18.4 These Terms and Conditions, together with the booking confirmation and any agreed written variations, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or agreements.