Terms and Conditions

Man With a Van Twickenham Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Twickenham provides transport, removal and related services within the United Kingdom. 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, unless the context requires otherwise:

1.1 "Company", "we", "us" and "our" mean the business trading as Man With a Van Twickenham.

1.2 "Customer", "you" and "your" mean the person or company booking the services and any person acting with that person’s authority.

1.3 "Services" means any transport, removal, loading, unloading, packing, storage, or related services provided by the Company.

1.4 "Vehicle" means any van or other vehicle used by the Company to perform the Services.

1.5 "Goods" means any items, belongings, furniture, equipment or materials that are the subject of the Services.

2. Scope of Services

2.1 We provide man and van, small removals, collections and deliveries, and related services within our operating area and across the UK, subject to these Terms and Conditions.

2.2 Unless expressly agreed in writing, our Services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, packing or unpacking of Goods, or specialist handling of fragile, high-value or unusual items.

2.3 We reserve the right to refuse to transport any Goods that, in our reasonable opinion, are hazardous, illegal, unsafe, excessively heavy, poorly packed, or likely to cause damage to the Vehicle, our staff, other Goods or third-party property.

3. Booking Process

3.1 Bookings may be made via our website, online forms or other booking channels we make available from time to time.

3.2 When making a booking you must provide accurate and complete information, including:

(a) Collection and delivery addresses and access details.

(b) Dates and times required.

(c) A clear description and approximate volume and weight of the Goods.

(d) Details of any items requiring special handling, including fragile or valuable Goods.

(e) Any parking restrictions, stairs, lifts, narrow access, time limits, or other relevant factors at either location.

3.3 Any quotation provided is based on the information supplied at the time of booking. If the information is incomplete or inaccurate, or if the scope of work changes, we may adjust the price accordingly.

3.4 A booking is only confirmed when we issue a written confirmation or booking reference. We may refuse any booking at our discretion.

4. Pricing and Quotations

4.1 Prices may be quoted as an hourly rate, a fixed price, or a combination of both, as specified in your booking confirmation.

4.2 Hourly rate jobs are charged from the agreed start time or the time we arrive at the collection address, whichever is later, until completion of the job, including any waiting time caused by the Customer or third parties.

4.3 Fixed price quotations are based on the information you provide. They are subject to change if:

(a) There are additional Goods beyond those described.

(b) Access is restricted or different from that described.

(c) Parking is not available as assumed or advised.

(d) Additional services are requested on the day.

4.4 All prices are stated in pounds sterling and may be subject to applicable taxes or charges as required by law.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the same day.

5.2 We reserve the right to request a deposit or full prepayment to secure a booking. Any such requirement will be notified to you at the time of booking.

5.3 Payment methods accepted will be outlined during the booking process. You are responsible for ensuring that you have sufficient funds and an appropriate payment method available.

5.4 If payment is not made when due, we reserve the right to:

(a) Withhold delivery of Goods until full payment is received.

(b) Charge interest on overdue amounts at the statutory rate applicable to commercial debts, or a reasonable rate if the statutory rate does not apply.

5.5 Where we have agreed credit terms in writing, invoices must be paid within the agreed period. Failure to do so may result in suspension of further Services and additional charges.

6. Customer Responsibilities

6.1 You are responsible for:

(a) Ensuring that Goods are properly packed and protected for transport, unless we have agreed to provide packing as part of the Services.

(b) Arranging suitable parking and any necessary permits at both collection and delivery addresses.

(c) Ensuring that access to premises is safe, clear and suitable for the Vehicle and our staff.

(d) Supervising loading and unloading where necessary and checking that all Goods are collected and delivered as required.

6.2 You must not ask our staff to undertake work that falls outside the agreed Services or which may place them, the Vehicle or the Goods at risk.

6.3 You must not attempt to include any prohibited, illegal or hazardous materials within the Goods. You will be responsible for any loss, damage, fines or claims arising from a breach of this clause.

7. Cancellations and Changes

7.1 If you need to cancel or amend your booking, you must notify us as soon as possible.

7.2 We may apply the following cancellation charges based on when notice is received:

(a) More than 48 hours before the scheduled start time: no cancellation fee, and any deposit may be refunded or transferred at our discretion.

(b) Between 24 and 48 hours before the scheduled start time: up to 50 percent of the quoted price may be charged.

(c) Less than 24 hours before the scheduled start time or on the day of the job: up to 100 percent of the quoted price may be charged.

7.3 If you significantly change the date, time, addresses or scope of the job, we may treat this as a cancellation and new booking.

7.4 We will use reasonable efforts to carry out the Services as booked but may need to cancel or reschedule due to vehicle breakdown, staff illness, adverse weather, traffic incidents, safety concerns, or other circumstances beyond our reasonable control. In such cases, our liability will be limited to rescheduling the Services or refunding any deposit or prepayment made for the affected booking.

8. Delays and Waiting Time

8.1 You must be ready at the agreed time at both collection and delivery points. If our staff are required to wait because you or a third party is not ready, waiting time may be charged at our standard hourly rate.

8.2 We are not liable for delays caused by traffic, weather, road closures, accidents, breakdowns, or other events outside our reasonable control. Any estimated arrival or completion times are provided as guidance only and are not guaranteed.

9. Liability for Loss or Damage

9.1 We will take reasonable care when handling and transporting your Goods. However, our liability for loss or damage is limited as set out in this section.

9.2 We will not be liable for:

(a) Loss or damage arising from your failure to pack Goods safely and adequately.

(b) Pre-existing damage, wear and tear, or defects in Goods.

(c) Loss or damage to fragile or high-value items not clearly declared at the time of booking.

(d) Damage to Goods where we were not allowed sufficient access, time, or safe conditions to carry out the work properly.

9.3 Our total liability for loss of or damage to Goods, whether in contract, tort or otherwise, shall not exceed a fair market value of the affected items subject to a reasonable overall cap per job, unless a higher level of cover has been expressly agreed in writing.

9.4 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or emotional distress.

9.5 You must notify us in writing of any apparent loss or damage as soon as reasonably possible and in any event within 48 hours of completion of the Services. We may inspect the Goods and premises before any claim is agreed or settled.

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

10. Damage to Property

10.1 We will use reasonable care to avoid causing damage to your property, including buildings, fixtures and fittings.

10.2 We are not liable for damage to premises where:

(a) Access is unusually tight or difficult, and you have requested that we proceed despite a risk of damage.

(b) You or a third party have requested that Goods be moved in a way that is unsafe or not recommended.

10.3 Any damage must be reported to us as soon as reasonably possible, and in any event within 48 hours of completion of the Services.

11. Waste and Disposal Regulations

11.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will only remove waste or unwanted items where this has been expressly agreed in advance.

11.2 We will not remove hazardous waste, including but not limited to chemicals, asbestos, medical waste, gas cylinders, or any materials that require specialist handling or licensing.

11.3 Where we agree to remove unwanted items, they will be transported to appropriate facilities in accordance with waste disposal regulations. Additional charges may apply based on weight, type of materials and disposal fees.

11.4 You confirm that any items presented for disposal are lawfully yours to dispose of and that their removal will not breach any legal or contractual obligation. You will indemnify us against any claims or penalties arising from a breach of this clause.

12. Insurance

12.1 We maintain appropriate insurance cover for our Vehicles and business operations as required by law.

12.2 Our insurance does not automatically provide full replacement value cover for all Goods. If you require additional protection for high-value items, you should arrange your own insurance or contact us in advance to discuss any available options.

13. Subcontracting

13.1 We may, at our discretion, subcontract some or all of the Services to trusted third parties. In such cases, these Terms and Conditions will continue to apply.

13.2 We will remain responsible for the proper performance of the Services, except to the extent that any loss or damage is caused by the Customer or circumstances beyond our reasonable control.

14. Complaints

14.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with us as soon as possible so that we can seek to resolve it.

14.2 Formal complaints should be submitted in writing, providing full details of the booking, the issues experienced and any loss or damage claimed.

14.3 We will review and respond to complaints within a reasonable time, and may request additional information or evidence before reaching a decision.

15. Data Protection and Privacy

15.1 We will collect and process personal data provided by you in connection with your booking and our Services in accordance with applicable data protection laws.

15.2 We will only use your personal information for the purposes of managing your booking, providing the Services, handling payments, dealing with queries, and meeting our legal obligations.

15.3 We will not sell your personal information to third parties. We may share data with subcontractors or service providers where necessary to deliver the Services or operate our business.

16. Governing Law and Jurisdiction

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

16.2 You and we agree that 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 the Services.

17. General Provisions

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

17.2 No waiver of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.

17.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings.

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