Man with Van Harrow Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Harrow provides removal, collection, delivery and related services. By making a booking, paying a deposit or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business or other party that books or uses our services.
Services means any man and van, removal, relocation, delivery, collection, loading, unloading, packing or related services supplied by us.
Vehicle means any van or other vehicle used to provide the services.
Goods means the items which the Customer asks us to move, handle, transport, store or dispose of.
Contract means the agreement between the Customer and Man with Van Harrow for the supply of services, incorporating these Terms and Conditions.
2. Scope of Services
2.1 We provide man and van and general removal services including domestic moves, small office moves, item collections and deliveries, and related loading and unloading services.
2.2 Unless expressly agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, removal of doors or windows, packing or unpacking, or storage of goods.
2.3 Any additional services agreed on the day of the move are subject to vehicle and staff availability and may incur additional charges.
3. Booking Process
3.1 Bookings can be made by contacting us and providing the relevant details of your required service, including collection and delivery addresses, dates, access details, and a description of the goods.
3.2 When you request a quotation, we will base it on the information you provide. It is your responsibility to ensure that the information is accurate and complete. If the actual work differs from what was described, we reserve the right to adjust the price accordingly.
3.3 A booking is only confirmed when we have accepted your request and you have accepted our quotation. We may require a deposit or prepayment to secure the booking. Where a deposit or prepayment is requested, the booking will not be confirmed until it is received in full.
3.4 We reserve the right to refuse any booking at our discretion, for example where access is unsafe, the goods are prohibited, or we do not have capacity for the requested date or time.
3.5 We will provide an estimated arrival window for the vehicle. While we make reasonable efforts to attend within this window, it is not guaranteed, and timing may be affected by traffic, weather, or other circumstances beyond our control.
4. Customer Responsibilities
4.1 You are responsible for ensuring that:
a. You or your authorised representative are present at the collection and delivery addresses throughout the service.
b. All items are properly packed, protected and ready to be moved, unless we have expressly agreed to provide packing services.
c. All relevant access and parking arrangements are in place, including any permissions, permits or visitor parking passes where required.
d. Goods are clearly labelled where necessary, including fragile, heavy or high value items.
4.2 You must inform us in advance of any special handling requirements, restricted or difficult access, narrow staircases, lifts, low ceilings, long carrying distances, or other conditions that may affect the work.
4.3 You warrant that the goods belong to you, or that you have the full authority of the owner to enter into this contract in relation to the goods.
4.4 You are responsible for securing and locking any valuables, cash, jewellery, important documents or other items you do not wish us to handle. We recommend that such items are transported personally by you.
5. Access, Parking and Delays
5.1 You must ensure that our vehicle can safely park and access the collection and delivery addresses. Any parking fees, fines or penalties incurred as a direct result of your failure to arrange suitable parking may be added to your final bill.
5.2 If access is restricted, unsafe or significantly different from what was described at the time of booking, we may:
a. Adjust the price to reflect additional time or additional staff needed; or
b. Decline to carry out part or all of the work, in which case any deposit or call-out fee may be retained to cover costs.
5.3 Waiting time caused by circumstances beyond our control, including your late arrival, keys not being available, properties not being ready, or delays with third parties, may be charged at our standard hourly rates.
6. Prices and Payments
6.1 Prices may be quoted as fixed fees or on an hourly rate basis. Where hourly rates apply, charges will typically include travel time from our base to the initial address and from the final address back to our base, unless otherwise agreed.
6.2 All prices are provided in good faith based on the information given at the time of quotation. If the job takes longer than estimated due to additional items, poor access, delays outside our control, or other unforeseen circumstances, we may charge for the extra time at our standard rates.
6.3 We may require part or full payment in advance. Any balance is normally due immediately upon completion of the service, unless otherwise agreed in writing.
6.4 Payment must be made using an accepted payment method as notified by us. We reserve the right to refuse to release goods until full payment has been received.
6.5 Where payment is not made when due, we may charge reasonable interest and recover any costs incurred in seeking to recover overdue amounts.
7. Cancellations and Amendments
7.1 If you need to cancel or amend a booking, you must notify us as soon as possible.
7.2 Where cancellation is received more than 48 hours before the agreed start time, any deposit paid may be refunded at our discretion, less any reasonable administrative costs.
7.3 Where cancellation is received less than 48 hours before the agreed start time, we may retain part or all of the deposit, or charge a cancellation fee up to a reasonable proportion of the estimated job value to cover time reserved and any costs incurred.
7.4 If you fail to be present at the collection address at the agreed time, or if we cannot gain access to the premises, this may be treated as a same-day cancellation and subject to cancellation fees.
7.5 We may cancel or postpone a booking where we are unable to provide the service due to circumstances beyond our reasonable control, including vehicle breakdown, severe weather, accidents, illness, or legal restrictions. In such cases, our liability will be limited to the return of any deposit or prepayment for the affected service or, where possible, offering an alternative date.
8. Excluded and Restricted Items
8.1 Unless expressly agreed in writing, we do not carry or handle the following items:
a. Cash, jewellery, watches and other valuables.
b. Important documents, passports, financial papers, deeds and similar items.
c. Hazardous materials, flammable liquids, explosives, gas cylinders, toxic substances, paints, chemicals or fuel.
d. Live animals, plants that require special handling, or perishable food items.
e. Items that are illegal to possess, transport or dispose of.
8.2 If such items are included without our knowledge or consent, we will have no liability for any loss, damage or delay relating to them, and you will be responsible for any resulting costs, fines or claims.
9. Condition of Goods and Packaging
9.1 You are responsible for ensuring that all goods are suitably packed and protected for normal handling and transport. We are not liable for damage arising from poor or insufficient packing, or from the inherent condition or nature of the goods.
9.2 We may refuse to move items that we reasonably consider to be unsafe, insufficiently protected, or likely to cause damage to other goods, the vehicle or property.
9.3 Furniture and larger items should be dismantled where necessary for safe transport, unless otherwise agreed. Where we assist with dismantling or reassembly, we do so with reasonable care but cannot guarantee that items will be restored to factory or original condition.
10. Liability and Limitations
10.1 We will exercise reasonable care and skill in providing the services. Our liability for loss or damage to goods, property or premises is subject to the limitations and exclusions in this section.
10.2 Our total liability for any loss or damage, whether arising in contract, tort or otherwise, shall not exceed the lower of:
a. The cost of repair or replacement of the affected goods; or
b. A reasonable maximum sum that is proportionate to the fees paid for the specific job in which the loss occurred.
10.3 We are not liable for:
a. Normal wear and tear, or minor cosmetic damage (such as light scuffs or marks) that can reasonably occur during removals.
b. Damage to items which were already defective, fragile, poorly constructed, or whose condition made them susceptible to damage.
c. Loss of profits, loss of business, loss of data, or any indirect or consequential loss.
d. Loss or damage arising from circumstances beyond our reasonable control, including but not limited to acts of nature, fire, flood, road closures, traffic accidents, vandalism, theft, or legal enforcement actions.
10.4 You must inspect items and premises as soon as reasonably possible after completion of the service. Any apparent loss or damage believed to be caused by us should be reported to us in writing within a reasonable time. Failure to notify us within this period may affect our ability to investigate and may limit or prevent any liability.
10.5 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, or for any other liability that cannot be limited or excluded under applicable law.
11. Property Damage
11.1 We will take reasonable care to avoid damage to walls, floors, fixtures and fittings. However, you should protect vulnerable surfaces or areas before the move where possible.
11.2 We are not liable for damage to property where:
a. You have insisted that we proceed despite our advice that damage is likely, for example moving very large items through narrow spaces.
b. The damage arises from poor construction, pre-existing defects or weakness in the property.
11.3 Where we are found to be responsible for damage to property, our liability will be limited to the reasonable cost of repair.
12. Waste, Rubbish and Disposal Regulations
12.1 We operate in accordance with applicable waste and environmental regulations. We do not collect or dispose of waste except where this has been specifically agreed as part of the service.
12.2 Where we agree to remove items for disposal, you confirm that you are the owner of those items or have full authority to arrange their disposal.
12.3 We may refuse to remove or transport any waste that is hazardous, contaminated, or not suitable for transport in our vehicles under relevant regulations.
12.4 Any disposal charges, recycling fees or local authority charges associated with lawful disposal of items will be added to your invoice where applicable.
12.5 We are not responsible for items left behind, placed in bins or other receptacles, or otherwise disposed of at your request once the service is complete.
13. Insurance
13.1 We maintain appropriate insurance cover for our business and vehicles in line with legal requirements.
13.2 You are encouraged to ensure that your own household, contents or business insurance covers items during removal and transit, particularly for high value goods, as our liability is limited as set out in these Terms and Conditions.
14. Complaints
14.1 If you are unhappy 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 We will investigate complaints in good faith and may request supporting information or evidence, including photographs or documentation, to help us assess the matter.
14.3 Any remedy offered will be in full and final settlement of the complaint relating to the specific issue, unless otherwise agreed in writing.
15. Privacy and Data
15.1 We collect and use personal data such as your name, address and contact details solely for the purpose of managing your booking, providing our services, processing payments and handling any follow-up queries.
15.2 We will take reasonable steps to protect personal data and will not sell or share your details with third parties other than as required to provide the service, process payments, or comply with legal obligations.
16. Changes to Terms and Conditions
16.1 We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us.
16.2 Any material changes will be made available on request. Continued use of our services after changes take effect will constitute your acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 You and Man with Van Harrow 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 the contract or these Terms and Conditions.
18. Severability
18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be severed from the remaining provisions, which will continue to be valid and enforceable.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written quotation or confirmation of booking provided by us, constitute the entire agreement between you and Man with Van Harrow in relation to the services, and supersede any prior understandings or agreements, whether written or oral.
By confirming a booking or using our services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
