Terms and Conditions for Man With Van Ilford

These Terms and Conditions set out the basis on which Man With Van Ilford provides removal, transport, delivery, loading, unloading, and related man and van services. By making a booking, the customer agrees to these terms in full. If any part of these terms is not clear, the customer should request clarification before confirming the service. These terms apply to domestic and commercial jobs, unless a separate written agreement states otherwise.

In these terms, “we”, “us”, and “our” refer to the service provider operating as Man With Van Ilford, while “you” and “your” refer to the customer placing the booking or receiving the service. The scope of work may include furniture removals, single-item transport, student moves, light office relocations, collection and delivery, and similar transport tasks. We reserve the right to refuse any booking that is unlawful, unsafe, or outside the capacity of the service.

A booking is only confirmed once relevant details have been provided and we have accepted the job. The information supplied must be accurate and complete, including the collection point, delivery point, item descriptions, access conditions, floor levels, parking restrictions, estimated load size, and any special handling requirements. If the actual job differs materially from the information provided, additional charges, delays, or cancellation of the service may apply. The customer is responsible for ensuring that the booking reflects the real requirements of the move.

We may rely on the information given by the customer when allocating vehicle size, crew numbers, equipment, and time required. If extra services are requested on the day, including dismantling, reassembly, waiting time, carrying items over longer distances, or additional trips, these may be charged separately. Any quote or estimate is based on the details supplied at the time and may be revised if the scope of the work changes.

Booking process generally involves the customer submitting the move details, receiving a quotation or estimate, and confirming acceptance of the proposed terms. Where a deposit is requested, the booking is not secured until the deposit has been received. We may require written confirmation by message, email, or another recorded method. It is the customer’s responsibility to check that dates, addresses, and service requirements are correct before the booking is finalised.

If we agree to a time slot, we will aim to attend within that period, but arrival times may be affected by traffic, access issues, weather, or earlier jobs running over time. Reasonable delays do not constitute a breach of contract. We may update the customer if a delay becomes likely, but we do not guarantee an exact arrival minute unless a specific written guarantee has been made. The customer should ensure that the property and access routes are ready for loading or unloading at the agreed time.

All prices are stated in pounds sterling unless otherwise agreed. The customer must pay the amount shown on the quotation, estimate, invoice, or booking confirmation, together with any additional charges that arise under these terms. We may charge by fixed price, hourly rate, minimum call-out fee, mileage, or a combination of these. Where an hourly rate applies, billing may begin when the vehicle and crew arrive at the collection point or another agreed starting location.

Payments must be made using the methods we accept at the time of booking or completion. Unless agreed in writing, payment is due on the day the service is carried out and before final unloading is completed, or immediately upon completion of the job. We may refuse to release goods until payment has been received in full. Any deposit paid will normally be non-refundable except where cancellation rights under these terms require otherwise.

If payment is late, declined, reversed, or disputed without valid reason, we may add reasonable recovery costs, administrative fees, and any bank or card processing charges we incur. Interest may be charged on overdue sums at the statutory rate permitted under UK law. If the customer fails to pay, we reserve the right to suspend future services and to recover the debt through lawful means. Any discounts or promotional offers are valid only if stated in writing and may be withdrawn where the booking is amended.

Cancellations must be requested as soon as possible. If you cancel more than a reasonable advance period before the scheduled service, we may refund part or all of the fee, less any non-recoverable costs already incurred. If cancellation occurs close to the appointment time, or once the vehicle, staff, or equipment have been allocated, a cancellation charge may apply. The amount of the charge will depend on the notice given, the type of booking, and whether work has already started.

If the customer is not present at the agreed time, if access is blocked, if the required items are not ready, or if the job cannot proceed because of inaccurate information, we may treat the service as cancelled by the customer and charge accordingly. We also reserve the right to cancel or pause a job if continuing would be unsafe, unlawful, or likely to cause damage. If we must cancel for reasons within our control, we will aim to offer an alternative time or refund any payment made for the affected portion of the service.

For any bookings arranged at short notice, same-day services, or time-sensitive transport work, the cancellation policy may be stricter because the vehicle and crew may already have been reserved exclusively for the job. Where a quote is based on dedicated resources, any late cancellation may result in a charge covering reasonable loss of time and operational cost. We will act fairly and proportionately in assessing cancellation charges.

The customer must ensure that goods are properly packed, secured, and suitable for transport unless packing is expressly included in the service. Fragile items, antiques, glass, electronics, artwork, and high-value goods should be disclosed in advance and protected appropriately. We are not responsible for damage caused by poor packing, pre-existing weakness, concealed defects, or items that are unsuitable for normal transit. Customers should remove loose parts, secure drawers and doors, and drain or disconnect appliances where necessary.

Liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by law. We are not liable for indirect or consequential loss, loss of profit, loss of opportunity, or business interruption. Any liability for damage to goods is limited to the lesser of the proven repair or replacement cost and the total fee paid for the affected service, unless a higher amount is required by law or a separate written insurance arrangement applies.

We will not be liable for damage arising from ordinary handling of furniture and goods during loading and unloading, unless that damage results from our proven negligence. Natural wear and tear, pre-existing scratches, minor marks, and cosmetic imperfections are excluded. If an item is especially valuable or unusually delicate, the customer must notify us before the booking so that suitable arrangements can be discussed. We may refuse to move certain items if they pose an unacceptable risk.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If a claim is made for loss or damage, the customer must notify us within a reasonable time and provide supporting evidence, including photographs, a description of the item, proof of value, and details of the circumstances. Failure to notify us promptly may affect the assessment of any claim.

We are not responsible for delays or failures caused by events outside our reasonable control, including severe weather, road closures, accidents, vehicle breakdown, strikes, civil disruption, power failures, or actions of third parties. Where such an event occurs, we may suspend performance for the duration of the problem, rearrange the booking, or cancel the job without liability for resulting losses. This is in addition to any rights available under general contract law.

If the customer asks us to collect, transport, or dispose of items that may fall within regulated waste categories, the customer must tell us in advance. This includes, without limitation, electrical waste, white goods, batteries, fluorescent tubes, paint, chemicals, oils, tyres, soil, rubble, and other controlled or hazardous materials. We only handle waste in accordance with applicable UK waste laws and may refuse any load that would place us in breach of those laws. The customer remains responsible for declaring the nature of all items offered for transport or disposal.

Waste regulations require lawful transfer, carriage, and disposal of any waste we agree to remove. Where we accept waste, it must be described accurately and must not contain prohibited, dangerous, or undeclared materials. If a load is identified as regulated waste, we may require additional paperwork, segregation, or charges. We may refuse collection if the waste has not been sorted appropriately or if the premises, access, or proposed disposal method do not comply with legal requirements.

The customer confirms that they are the owner of the goods or have authority to instruct their removal. The customer must not ask us to dispose of items that are stolen, fly-tipped, abandoned without lawful authority, or misdescribed to avoid proper waste handling. Any request to dispose of waste must be made honestly and in good faith. Where required by law, waste transfer notes or other records may be completed and retained. If the customer provides false information about waste, the customer may be liable for any resulting fines, penalties, clean-up costs, or legal claims.

We may segregate reusable goods, recyclable materials, and waste streams as required by law or operational necessity. Reusable items transferred for disposal remain the customer’s responsibility until legally accepted by the receiving facility or otherwise lawfully transferred. The customer acknowledges that some items may incur special disposal charges due to environmental fees, handling risk, or regulatory obligations. These charges may be added to the final invoice even if not included in the original estimate, provided they arise from the actual composition of the load.

Customers must ensure that parking permissions, building access, lift availability, and any permits needed for loading or unloading are in place before the agreed time. If parking restrictions, security rules, or site limitations increase the time or cost of the job, additional charges may apply. We may charge for waiting time where access is delayed by circumstances outside our control. Where a property manager, concierge, or third party is involved, the customer remains responsible for the booking unless we agree otherwise in writing.

The customer is also responsible for making sure that pathways are clear and that there is adequate access for our team and vehicle. We are not obliged to carry items through unsafe conditions, narrow spaces, or routes that risk damage to the property or goods. If a job requires extra labour due to stairs, long carry distances, awkward items, or limited access, we may revise the price accordingly. Any estimate assumes reasonable access unless otherwise stated.

We may use subcontractors or additional crew members to deliver part or all of the service, provided this does not materially change the agreed standard. Subcontractors act on our behalf for the purposes of the booking, and the customer agrees that these terms apply to their work as well. Any subcontracting will be carried out with reasonable care and skill. We remain entitled to manage operational decisions, including route choice, loading sequence, and vehicle allocation.

All items must be ready for collection when the crew arrives unless we have agreed packing or preparation as part of the service. If the customer has not prepared the items, we may either wait and charge for the additional time or reschedule the job. We are not responsible for missed deadlines caused by customer-side delays. If the service depends on keys, access codes, or third-party handover, those details must be supplied in advance and accurately.

The customer agrees not to include prohibited goods in the load, including illegal substances, weapons, stolen items, live animals, or any items whose transport would breach any law or regulation. We may inspect goods where reasonably necessary to confirm safety, legal compliance, or load suitability. If prohibited items are discovered, we may stop the job immediately and retain payment for work already carried out. Any legal consequences arising from prohibited items remain the customer’s responsibility.

These terms may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. If any provision is held to be unenforceable, the remaining provisions will continue to apply. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. These terms form the complete agreement between the parties in relation to the booked service.

Any dispute should first be raised in writing so that the matter can be reviewed fairly and promptly. We may request evidence, invoices, photographs, or other documents relevant to the issue. Nothing in this section prevents either party from seeking legal advice or using lawful dispute resolution procedures. The customer agrees to cooperate in good faith if an issue arises relating to price, access, damage, timing, or waste handling.

These terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rights permit another forum. If the customer is acting as a consumer, nothing in these terms affects statutory rights that cannot be excluded or limited by contract. By booking Man With Van Ilford, the customer confirms acceptance of these terms and conditions and agrees to comply with them throughout the service.