Terms and Conditions

Man with Van Merton Terms and Conditions

These Terms and Conditions set out the agreement between you, the customer, and Man with Van Merton for the provision of transport, removal and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Customer means the person, firm, company or organisation that requests or pays for the services.

We, us, our means Man with Van Merton as the provider of the services.

Services means any transport, moving, removal, loading, unloading, packing, storage, disposal or related services provided by us.

Vehicle means the van or other vehicle used to carry out the services.

Booking means a confirmed request for services on a specified date and time.

2. Scope of Services

We provide man and van, removal and related services primarily within Merton and the wider area, as well as journeys to and from other locations within the United Kingdom. The services to be provided will be as agreed at the time of booking and described in the booking confirmation.

Unless specifically agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, packaging of goods, or specialist lifting equipment. These may be available by prior arrangement and may incur additional charges.

3. Booking Process

All bookings must be made directly with us. You must provide accurate information regarding the addresses, access conditions, volume and nature of items, and any special requirements. The price we quote is based on the information you provide.

Your booking is not confirmed until we have accepted it and you have received confirmation. We reserve the right to decline or cancel a booking at our discretion where information is incomplete, misleading or where the service cannot be safely or lawfully provided.

You are responsible for ensuring that you or an authorised representative is present during collection and delivery to direct the work, confirm items and sign any paperwork.

4. Estimates and Quotes

Any quote or estimate is based on the information you provide at the time of enquiry. It will take into account factors such as the distance, expected time, size of vehicle, number of staff required, and nature and quantity of items.

If on arrival the job differs from the description provided, or access is more difficult than advised, we may adjust the price to reflect the additional time, distance, labour or other costs. This includes where items are significantly more or fewer than stated, where additional floors or walking distances are involved, or where unsuitable access requires extra work.

Quotes are valid for a limited period, which we will indicate at the time of issue. Prices may be subject to change due to fuel costs, tolls, congestion charges, parking costs or other external factors.

5. Access, Parking and Restrictions

You are responsible for arranging suitable parking for the vehicle at both the collection and delivery addresses. Any parking permits, authorisations or payments required must be organised by you unless otherwise agreed. You are liable for any parking penalties or related costs incurred where parking arrangements are not adequate.

You must inform us in advance of any access restrictions, such as low bridges, narrow roads, controlled parking zones, time limits, vehicle weight or height limits, or restrictions on loading and unloading. Where access is restricted and you have not informed us, we may charge additional fees for extra time, walking distance, equipment or the use of smaller vehicles where available.

We reserve the right to refuse to move items through spaces where doing so may cause damage to the property or the goods, or pose a health and safety risk to our staff or others.

6. Customer Responsibilities

You are responsible for ensuring that all items are packed, secured and labelled appropriately unless a packing service has been agreed. Fragile items must be clearly identified and suitably protected. We are not responsible for loss or damage arising from inadequate or improper packing carried out by you or a third party.

You must ensure that all items to be moved are ready for transport at the agreed time. This includes emptying cupboards, wardrobes and drawers, disconnecting electrical appliances where safe to do so, and securing loose parts.

You must not ask our staff to carry out any work that is illegal, unsafe or beyond the agreed scope. Our staff may decline to move any item they reasonably believe to be unsafe, excessively heavy, or likely to cause damage or injury.

7. Payments and Charges

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 of the services or in advance, depending on the nature of the job. We reserve the right to withhold commencement or continuation of the services if payment is not made as agreed.

Prices may be charged on a fixed-fee basis or by hourly rate. Where services are charged by the hour, time is calculated from the scheduled start time or our arrival at the pick-up location, whichever is later, until completion at the final destination, including any delays which are not our fault.

Additional charges may apply for waiting time, extra staff, overtime, fuel surcharges, tolls, congestion charges, parking costs, additional pickups or drop-offs, or changes to the original booking instructions requested by you.

8. Cancellations and Amendments

If you wish to cancel or amend a booking, you must notify us as early as possible. Cancellations made within a specified period before the scheduled start time may incur charges, as reasonable compensation for costs and loss of opportunity to undertake other work. The applicable period and charges will be explained at the time of booking.

If you fail to be present at the agreed time and place without prior notice, or are not ready for us to begin the job, we may treat this as a cancellation and charge a fee. Where we are able to wait, waiting time may be charged at our standard hourly rates.

We reserve the right to cancel or postpone the services where events beyond our reasonable control make it impracticable or unsafe to proceed, such as severe weather, road closures, accidents, or illness. In such cases we will seek to rearrange the service at a mutually convenient time. Our liability will be limited to refunding any payments received for services not yet provided.

9. Customer Property and Excluded Items

We will not knowingly transport or handle any items that are illegal, hazardous, explosive, flammable, corrosive or otherwise dangerous, including but not limited to gas cylinders, firearms, ammunition, chemicals, solvents, and certain batteries. You must not include any such items in your goods.

We also do not accept responsibility for the transport of perishable goods, live animals, plants, cash, jewellery, important documents or high-value items such as antiques or artworks unless expressly agreed in advance. If such items are moved, it is at your sole risk unless we have agreed otherwise in writing.

You must ensure that all items transported belong to you or that you have full permission from the owner to move them. You agree to indemnify us against any claim brought by a third party alleging that items do not belong to you or have been moved without consent.

10. Liability and Limits

We will exercise reasonable care and skill in providing our services. However, our liability for loss or damage to goods or property is subject to the limitations set out in these Terms and Conditions.

We are not liable for loss or damage where it arises from any of the following: inadequate packing by you or a third party; normal wear and tear; atmospheric or climatic conditions; inherent defects in items; pre-existing damage; or your failure to protect items appropriately.

We are not liable for indirect, consequential or purely economic losses, such as loss of profit, loss of use, or loss of opportunity. Our total liability in respect of any claim, whether arising in contract, tort or otherwise, shall not exceed a reasonable sum proportionate to the service charge for the job, subject to any statutory rights you may have as a consumer.

You must inspect items upon completion of the service and promptly notify us of any visible loss or damage. Any claim relating to loss or damage must be notified to us as soon as reasonably practicable and in any event within a reasonable time frame after the services have been completed.

11. Damage to Property

We will take reasonable care to avoid causing damage to your property and premises. However, we are not liable for damage to walls, floors, staircases, doors, fixtures or fittings where such damage arises from moving large or awkward items at your request and where it was made clear that there was a risk of such damage.

It is your responsibility to protect floors, carpets and other surfaces as appropriate. If we agree to remove doors, windows or other fittings to facilitate access, this will be at your risk unless otherwise agreed in writing.

12. Delays and Arrival Times

We will make reasonable efforts to arrive at the agreed start time. However, arrival times are estimates and may be affected by traffic, road incidents, weather or other circumstances beyond our control. You acknowledge that delays may occur and agree that we are not liable for any losses or inconvenience caused by such delays, provided we act reasonably.

If we anticipate a significant delay, we will aim to notify you as soon as we are able. Where delays are caused by events beyond our control, the booking will remain valid and we will complete the work as soon as reasonably possible.

13. Waste, Rubbish and Disposal Regulations

We are required to comply with all applicable waste and environmental regulations. We may only remove waste where this is part of an agreed service and where the waste is suitable for lawful disposal. Certain types of waste, including hazardous or controlled waste, may not be accepted.

You must accurately describe any items to be disposed of and ensure they are safe to handle. We reserve the right to decline to remove any items we reasonably believe to be unsafe, prohibited, contaminated or in breach of waste regulations.

Where we agree to remove items for disposal, we will transport them to a suitable authorised facility, in accordance with relevant legislation. Additional charges may apply for disposal fees, permits, or handling of specific items such as mattresses, electrical appliances or bulky waste.

You remain responsible for any waste left behind where it was not included in the agreed service, or where we are unable to lawfully or safely remove it.

14. Insurance

We maintain appropriate insurance cover for our vehicles and operations as required by law. This may include goods in transit cover subject to specified terms, exclusions and limits. Copies of relevant insurance details can be made available on request.

You are strongly advised to consider arranging your own additional insurance to cover the full replacement value of your goods, particularly where items are of high value or special significance. Our liability remains subject to the limitations set out in these Terms and Conditions.

15. Complaints

If you have a concern or complaint about our services, you should raise it with us as soon as possible so that we can seek to resolve the matter. In many cases, issues can be addressed immediately if brought to our attention at the time of the move.

Where a complaint is made after completion, you should provide a clear description of the issue, including dates, locations, items involved and any supporting evidence. We will review your complaint and respond within a reasonable timeframe.

16. Data Protection and Privacy

We will collect and use your personal data only for the purpose of providing our services, managing bookings, processing payments, and communicating with you. We will handle your information in accordance with applicable data protection laws.

Your details will not be sold to third parties. We may share necessary information with our staff, contractors or insurers where required to carry out the services or to handle claims. You have the right to request access to the personal data we hold about you and to request correction of any inaccuracies.

17. Termination of Services

We may terminate or suspend the provision of services immediately if you breach these Terms and Conditions, act abusively or threateningly towards our staff, fail to pay sums due, or request us to perform any unlawful or unsafe act.

On termination, any amounts already paid may be forfeited, and you will remain liable for any outstanding charges for services already performed or costs incurred.

18. Governing Law and Jurisdiction

These Terms and Conditions are governed by and shall be construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms and Conditions or the provision of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

19. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.

Our failure to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision. No variation of these Terms and Conditions shall be effective unless agreed by us in writing.

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