Terms and Conditions for Man With Van Anerley

These Terms and Conditions set out the basis on which Man With Van Anerley provides removal, transport, loading, unloading, and related moving services. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting the service, including anyone acting on their behalf.

These terms apply to domestic and commercial jobs of all sizes, including single-item transport, furniture moves, office relocations, and loading or unloading assistance. They are intended to be fair and practical, while protecting both parties from misunderstandings. If any instruction from the customer conflicts with these Terms and Conditions, these terms will prevail unless we agree otherwise in writing.

The booking process begins when the customer provides details of the job, including collection and delivery addresses, access conditions, item descriptions, dates, preferred times, and any special handling requirements. A quotation may be based on information supplied by the customer and may be adjusted if the actual job differs materially from the description given. A booking is only confirmed once we have accepted the job and, where requested, received any deposit or advance payment. We may decline or reschedule a booking if the job is unsafe, unlawful, or cannot reasonably be completed within the agreed parameters.

It is the customer’s responsibility to provide accurate and complete information at the time of booking. This includes, where relevant, parking restrictions, stair access, lift availability, long carries, time limits, fragile items, disassembly requirements, and heavy or awkward goods. If the actual conditions on the day are different from those described, we may revise the quotation, adjust the vehicle size, assign extra staff, or refuse to proceed until the revised terms are accepted. Any delay caused by missing or incorrect information may result in additional charges.

We may communicate booking confirmations, changes, and scheduling updates by email, telephone, text message, or another suitable method. The customer should review all details carefully and notify us promptly of any errors. Unless otherwise agreed, arrival windows are estimates rather than guaranteed fixed times, because traffic, loading conditions, and earlier jobs may affect schedules. We will use reasonable efforts to attend on time, but we are not liable for delays caused by events outside our control.

Where a quotation is accepted, the price may include labour, transport, basic equipment, and standard handling, but it may exclude parking charges, tolls, congestion-related costs, storage, long waits, specialist packing, dismantling beyond normal assistance, or disposal fees. Any such extras will be discussed where practical. If the job changes during the service, we may charge the difference on a fair and reasonable basis. Man With Van Anerley reserves the right to correct obvious pricing mistakes made in error before the service starts.

The customer must ensure that the goods to be moved are suitable for transport and are properly prepared unless preparation has been specifically included in the agreed service. This means that drawers should be emptied where necessary, loose parts secured, and any dangerous or prohibited items removed. We may refuse to handle items that are excessively fragile, unstable, contaminated, or otherwise unsuitable without special arrangement. If we agree to handle such items, this will be at the customer’s risk except where loss or damage is caused by our negligence.

Payments must be made in accordance with the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service, or in some cases in advance or by deposit to secure the booking. We may accept bank transfer, card payment, or other approved methods. Cash may be accepted only if agreed in advance. All fees must be paid in full and cleared funds, without deduction, set-off, or withholding, unless required by law. If payment is overdue, we may charge reasonable recovery costs and interest to the extent permitted by law.

For larger jobs, deposits may be requested to secure dates, vehicles, or staff. Deposits are normally non-refundable where cancellation occurs outside the permitted cancellation window or where costs have already been incurred. Any unpaid balance remains due immediately at the end of the job unless another payment schedule has been agreed in writing. If the customer disputes any charge, they must notify us promptly and still pay any undisputed amount on time.

The customer may request a cancellation or rescheduling by giving reasonable notice. If notice is provided in good time, we may, at our discretion, offer a new date or reduce any cancellation charge. If cancellation occurs after we have allocated staff, reserved a vehicle, or started travelling to the job, a cancellation fee may apply to reflect our loss and expenses. Where the customer fails to provide access, is not present, or is otherwise unable to proceed at the agreed time, this may be treated as a late cancellation or wasted journey.

We may cancel or postpone a booking if circumstances make performance impractical, unsafe, unlawful, or impossible. These may include severe weather, vehicle breakdown, staff illness, road closures, restricted access, unpaid balances from previous services, or inaccurate information supplied by the customer. If we cancel for reasons within our control, we will usually offer an alternative date or refund any advance payment for the cancelled portion of the service. We will not be responsible for indirect losses arising from a cancellation or delay, except where required by law.

If we arrive and cannot gain access, cannot contact the customer, or are required to wait beyond a reasonable period, we may charge waiting time and additional costs. This includes time spent due to keys not being available, lifts being out of order, parking being unavailable, or the customer not having goods ready. Man With Van Anerley will act reasonably, but repeated delays may require us to rebook or abandon the job, with charges due for work already completed.

The customer must ensure that the property, goods, and access routes are safe for the service to be carried out. Floors, stairs, entrances, and lifts should be clear where possible, and the customer should take appropriate steps to protect vulnerable surfaces or remove obstacles. If we believe that an item or access route presents an unacceptable risk of injury or damage, we may refuse to move it, pause the job, or require additional support.

Liability for loss or damage is limited to losses caused directly by our negligence or breach of contract. We are not responsible for pre-existing damage, wear and tear, defects in items, hidden faults, or damage caused by inadequate packing or poor preparation by the customer. We are also not liable for items that the customer asks us to move despite warnings about risk, unless the damage was caused by our failure to exercise reasonable care and skill. Customers are encouraged to take out suitable insurance for goods in transit and any items of special value.

Where we are liable, our responsibility may be limited to repair, replacement, or a reasonable cash value assessment, subject to the circumstances and the limits allowed by law. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be limited or excluded. The customer must notify us of any alleged damage or loss as soon as reasonably possible and provide supporting information, including photographs where available.

Any disposal, clearance, or removal of waste connected with the service must comply with applicable UK waste regulations. We will only transport, handle, or dispose of waste if we are authorised and the arrangement has been agreed in advance. The customer must not present controlled waste, hazardous materials, asbestos, chemicals, medical waste, gas bottles, batteries, oils, solvents, or other restricted substances unless we have specifically agreed to do so and the law permits it. If prohibited waste is discovered, we may stop the job and charge for time already spent.

Where waste removal is included, the customer must accurately describe the material to be collected so that it can be classified correctly. Additional charges may apply where waste is heavier, more hazardous, more voluminous, or more time-consuming than stated. We may require proof of ownership or authority to remove items, and we may refuse waste that appears fly-tipped, stolen, contaminated, or unlawfully dumped. The customer remains responsible for ensuring that any waste transfer is lawful and that they have the right to authorise its removal.

If we arrange disposal through licensed facilities or third parties, we will do so in accordance with legal and operational requirements. The customer may be charged any legitimate disposal, sorting, or handling costs incurred. The customer must not ask us to dispose of items in a way that would breach environmental or waste-handling laws. Man With Van Anerley may retain records of waste transfers or related information where required to comply with regulatory obligations.

The customer agrees to indemnify us against claims, penalties, losses, or expenses arising from inaccurate descriptions of goods, unlawful waste, prohibited items, unsafe access, or instructions that breach legal requirements, except where caused by our negligence or wilful misconduct. This indemnity does not reduce any rights the customer has under consumer law. We may suspend or terminate the service immediately if the customer acts abusively, requests illegal conduct, or creates a serious safety risk.

All customer property remains the customer’s responsibility unless and until the service is completed and the goods are delivered or otherwise handed over as agreed. The customer should be present, or should appoint an authorised representative, at both collection and delivery where needed to confirm items and provide instructions. If no one is available, we may leave goods at the agreed location only if it is safe and reasonable to do so, and any resulting loss or damage arising from that decision may be the customer’s responsibility.

Any claim, complaint, or notice arising out of the service should be raised promptly so that it can be investigated while information is still available. We may request photographs, invoices, booking references, or other evidence. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any remedy available. Nothing in these terms affects statutory rights that cannot be excluded under UK law.

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer protection rules provide otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. We may update these terms from time to time, and the version in force at the time of booking will apply to that service unless otherwise stated.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms. They also confirm that they are authorised to instruct the service and to agree to any charges that arise under the booking. These conditions are intended to support a clear, safe, and professional moving experience while reflecting the practical realities of a van and man service, a man with a van booking, or a broader removals arrangement.