Terms and Conditions for Man And Van Southwark

These Terms and Conditions set out the basis on which Man And Van Southwark provides moving, collection, delivery and related transport services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to create a clear service agreement covering booking procedures, pricing, payments, cancellations, liability, waste handling and the applicable law. In these terms, references to we, us and our mean the service provider, and references to you and your mean the customer or any person acting on the customer’s behalf.

These terms apply to all standard and one-off jobs arranged through our moving service, including domestic moves, item collections, furniture transport and other man and van work. They apply whether the booking is made online, by phone, by email or through any other accepted method. If any special arrangement has been agreed in writing, that arrangement will apply only to the extent that it does not conflict with mandatory law or these terms. Nothing in this document affects your statutory rights as a consumer under UK law.

We aim to provide a professional and dependable man and van service in Southwark, but the customer remains responsible for giving accurate information about the job. If the information provided is incomplete or incorrect, the final service may need to be adjusted and additional charges may apply. The customer should read these terms carefully before confirming a booking, as acceptance of a quotation or confirmation of a job will normally be treated as acceptance of the terms in force at that time.

1. Booking Process

A booking is only confirmed once we have accepted the request and, where required, received the relevant deposit or full payment. A quotation is usually based on the details you provide, such as the number of items, access conditions, property type, loading distance, distance of travel, and whether helpers or special equipment are needed. Any quotation given before the move is an estimate unless expressly stated as fixed.

When booking Man and Van Southwark, you must provide accurate, complete and up-to-date information. This includes the collection and delivery addresses, preferred date and time, parking restrictions, lift availability, stairs, item dimensions, and any fragile, bulky or unusually heavy items. You must also tell us if the job includes waste, dismantling, assembly, storage movement or multiple stops. Failure to disclose relevant details may result in delays, extra charges or cancellation of the job.

We reserve the right to refuse or cancel a booking where we consider that the job cannot be completed safely, lawfully or within the agreed timeframe. This may include circumstances where access is restricted, the load is unsafe, the item exceeds reasonable lifting capacity, or the information given by the customer is misleading. If the booking is accepted, we will confirm the main service details and any applicable pricing structure. The customer should review this confirmation promptly and notify us of any errors without delay.

2. Service Conditions and Customer Responsibilities

On the day of the job, the customer must ensure that the items are ready for collection and that access is available at both premises. If our team is required to wait because the property is not ready, the customer may be charged for waiting time. If access is not possible within a reasonable period, we may treat this as a late cancellation or aborted job. The customer is responsible for ensuring that items can be moved safely through doors, hallways, staircases and external access points.

The customer should protect floor coverings, walls, surfaces and other property items if they are especially delicate. Although our team will act with reasonable care, minor scuffs, wear or unavoidable marks may occur in the course of normal loading and unloading. We may refuse to move items that are unsafe, inadequately packaged, leaking, infested, contaminated or likely to cause injury or damage. Any prohibited or hazardous items must be declared in advance and will not be transported unless we have expressly agreed in writing and the law permits it.

If the service includes disassembly or reassembly, this will be carried out only where it is safe and practical to do so. We may decline to dismantle items that are fixed, fragile, complex or likely to be damaged by removal. Where packaging is supplied by the customer, we are not responsible for inadequate packaging or for damage caused by insufficient protection. Customers should remove personal data, cash, keys, confidential documents and other valuable or sensitive contents before the job begins.

3. Payments and Charges

Prices may be based on hourly rates, fixed quotations, minimum charges, distance, vehicle size, number of workers, access conditions, waiting time or a combination of these. Any additional costs arising from extra labour, extra mileage, congestion, parking charges, tolls, additional stops, delays, or changed instructions may be added to the final invoice where reasonably incurred. The customer is responsible for paying all agreed charges in full unless we have stated otherwise in writing.

Payment terms will be explained at the time of booking. In most cases, payment must be made on the day of service or immediately upon completion, unless a different arrangement has been agreed in advance. We may require a deposit to secure the booking, especially for larger jobs, peak periods or jobs involving dedicated vehicle allocation. Deposits may be non-refundable where the booking is cancelled by the customer outside the permitted cancellation window or where we have already incurred costs.

We accept only the payment methods we state as available at the time of booking. If a payment is declined, reversed, disputed without valid reason, or not received when due, we may suspend the service, withhold delivery, or recover reasonable collection costs and interest to the extent allowed by law. Title to any goods remains with the customer throughout the service, but we may retain possession of the goods where permitted by law until outstanding sums are paid.

4. Cancellations, Rescheduling and Delays

The customer may request cancellation or rescheduling, but the amount refunded will depend on the notice given and any costs already incurred. Unless a different cancellation policy has been agreed in writing, bookings cancelled with reasonable notice may qualify for a partial or full refund, while bookings cancelled at short notice may be subject to a fee. The closer the cancellation is to the scheduled time, the more likely it is that a cancellation charge will apply.

We may cancel or reschedule a booking if there is a genuine operational issue, a safety concern, severe weather, vehicle breakdown, staff unavailability, or another event outside our reasonable control. If we must do so, we will aim to give notice as soon as reasonably possible and, where appropriate, offer an alternative time. Our responsibility in such cases will be limited to refunding any sums paid for the affected service or rebooking on an alternative date, subject to agreement.

Delays may occur due to traffic, access issues, loading difficulties, parking enforcement, adverse weather, or circumstances beyond our control. While we will make reasonable efforts to arrive within any estimated time window, such times are not guarantees unless expressly stated. We are not liable for loss caused by ordinary delays where we have acted with reasonable care. If a delay is caused by the customer, including by late arrival, failure to secure access, or incomplete preparation, additional charges may apply.

5. Liability and Insurance

We will exercise reasonable skill and care in carrying out the service. However, liability is limited to losses directly caused by our negligence or breach of contract and which were reasonably foreseeable at the time of booking. We are not liable for indirect, consequential or economic losses such as loss of profit, loss of business, missed appointments, or emotional distress, except where liability cannot be excluded by law.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. If we are responsible for damage to property or goods, our liability may be limited to the lower of the repair cost, replacement value, or any agreed cap stated in the booking confirmation, unless mandatory law requires otherwise. The customer must notify us of any claim as soon as reasonably practicable and in any event within a reasonable time after the service.

We are not responsible for pre-existing damage, inherent defects, normal wear and tear, items not packed adequately, or damage arising from the customer’s instructions. If the customer asks us to move an item that is already damaged, unstable or unsuitable for transport, this is at the customer’s risk unless we have expressly agreed otherwise. The customer should consider their own insurance for high-value, fragile or irreplaceable items, especially where standard moving insurance would not fully cover the item’s true value.

6. Waste Regulations and Prohibited Items

Where our service includes removal, loading, transport or disposal of waste, it must comply with all applicable UK waste laws and environmental rules. The customer must accurately describe any waste in advance and must not present unknown, hazardous or illegally dumped materials. We will only collect or dispose of waste that we are lawfully able to handle, and we may require advance confirmation of the nature and quantity of the waste before accepting the job.

The customer remains responsible for the legality of any waste handed over to us. Waste must not include asbestos, chemicals, solvents, paint in large quantities, gas cylinders, medical waste, batteries, electrical items requiring special handling unless agreed, or any other controlled waste unless we have expressly accepted it and the law permits transport and disposal. We may refuse to carry items that are hazardous, contaminated, pungent, leaking, vermin-infested, or likely to breach environmental or safety rules.

If waste is collected as part of a clearance or mixed-load service, the customer must ensure that it is segregated and described honestly. Any items that are reused, recycled, disposed of or transferred to a licensed facility will be handled in accordance with the law and any applicable carrier or disposal requirements. The customer must not use our service to dispose of fly-tipped waste or items that have been unlawfully abandoned. Where required, we may keep records, transfer notes or other compliance information.

7. Complaints, Force Majeure and General Terms

If you believe the service has not been provided correctly, you should raise the issue promptly so that we can review it. Claims made long after the event may be harder to assess fairly. Any refund, compensation or remedial action will be considered in light of the facts, the service booked, the evidence available and the limitations set out in these terms. We may ask for photographs, descriptions, receipts or other supporting information where appropriate.

We are not liable for failure or delay caused by events outside our reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, civil disturbance, acts of terrorism, fire, flood, public authority action or utility failures. Where such an event affects performance, our obligations will be suspended for the duration of the event and we will take reasonable steps to resume service as soon as practicable.

Governing Law: These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. The failure to enforce any right under these terms shall not be treated as a waiver of that right.