Terms and Conditions

Man and Van Waterloo Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Waterloo provides man and van, removal, collection, delivery and related services. By making a booking, using our services or allowing us to handle your goods, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Service means any man and van, removal, collection, delivery, loading, unloading, packing, unpacking, or related service provided by Man and Van Waterloo.

We, us, our means Man and Van Waterloo.

You, your means the customer booking or using the Service, including any person acting on your behalf.

Goods means the items, property or materials which are the subject of the Service.

Contract means the agreement between you and us for the provision of the Service, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van and removal services for domestic and business customers. This may include local moves, collections, deliveries and transport of household or office items. The precise scope of the Service for each booking will be set out or agreed at the time of booking, based on the information you provide.

We reserve the right to decline or refuse any booking where the requested work is unsafe, unlawful, unsuitable for a standard man and van service, or where your Goods fall within the category of prohibited or restricted items set out in these Terms and Conditions.

3. Booking Process

3.1 You may request a quotation and book our Service by contacting us and providing full and accurate details of:

(a) the collection and delivery addresses;
(b) the date and preferred time of the Service;
(c) the nature, approximate quantity and estimated weight of the Goods;
(d) any access issues, such as stairs, narrow doorways, restricted parking or low ceilings;
(e) any special handling requirements, including fragile or high-value items.

3.2 Quotations are based on the information you provide. If this information is incomplete or inaccurate, we may adjust the price or refuse to undertake part or all of the Service on arrival.

3.3 A booking is only confirmed when we accept your request and you receive confirmation from us. We may accept bookings subject to a deposit or pre-payment, as notified to you at the time of booking.

3.4 You are responsible for ensuring that the details of your booking are correct. Please check all dates, times, addresses and other particulars carefully and inform us promptly of any errors or changes.

4. Access, Parking and Your Responsibilities

4.1 You must ensure that suitable access and parking are available at both the collection and delivery addresses. This includes arranging any permits or authorisations required for loading and unloading.

4.2 Waiting times, delays or additional work caused by inadequate access, lack of parking or the need to move vehicles at your request may incur additional charges.

4.3 You are responsible for protecting floors, walls and fixtures at your premises where necessary. We will take reasonable care when moving Goods, but we are not responsible for pre-existing damage or wear.

4.4 You must be present, or represented by someone authorised by you, during loading and unloading. Your representative will be treated as having authority to act on your behalf.

5. Packing, Preparation and Excluded Items

5.1 Unless otherwise agreed in writing, you are responsible for packing your Goods safely and securely before our arrival. Items should be packed in suitable containers and clearly labelled where necessary.

5.2 We will not be liable for damage caused by inadequate or improper packing carried out by you or a third party.

5.3 You must remove and separately transport any valuables, important documents, money, jewellery, watches, precious metals, collections, electronic data, or items of sentimental value. These are carried entirely at your own risk if you choose to include them in the Service.

5.4 We do not carry hazardous, illegal or unsuitable items. Prohibited or restricted items include, but are not limited to:

(a) Explosives, firearms, weapons or ammunition;
(b) Flammable or corrosive substances, gas cylinders, fuel or chemicals;
(c) Perishable goods requiring temperature control;
(d) Illegal drugs, stolen property or items prohibited by law.

5.5 If such items are included in your Goods without our knowledge, you will be responsible for any loss, damage, fines, penalties or costs that arise as a result.

6. Payment Terms

6.1 Our charges are based on the quotation provided, which may be a fixed price or an hourly rate, plus any additional charges notified to you.

6.2 We may require a deposit or full pre-payment to secure your booking. This will be communicated at the time of booking.

6.3 Unless otherwise agreed, all outstanding balances are due for payment immediately upon completion of the Service. We reserve the right to withhold unloading or release of Goods until payment has been made in full.

6.4 If payment is not made when due, we may charge reasonable administration and recovery costs, and interest on overdue amounts at the statutory rate or such other rate as permitted by law.

6.5 All quotes are provided on the basis that there are no unexpected delays, additional Goods, or extra services required. Additional charges may apply for:

(a) waiting time caused by your actions or omissions;
(b) additional items not disclosed at the time of booking;
(c) extra flights of stairs or long carrying distances not previously mentioned;
(d) changes in addresses or route.

7. Changes and Cancellations

7.1 If you wish to amend your booking, you must inform us as soon as possible. We will use reasonable efforts to accommodate changes, but cannot guarantee availability or that the original price will remain unchanged.

7.2 You may cancel your booking, subject to the following cancellation policy unless otherwise agreed in writing:

(a) Cancellations made more than 48 hours before the scheduled start time may be made without cancellation charges, although any non-refundable costs reasonably incurred by us may be deducted from your refund.
(b) Cancellations made within 24 to 48 hours of the scheduled start time may incur a cancellation fee, typically up to 50 percent of the agreed price.
(c) Cancellations made less than 24 hours before the scheduled start time may be charged at up to 100 percent of the agreed price.

7.3 If we arrive at the agreed time and you are not present, do not grant us access, or are not ready for the Service to commence, this may be treated as a late cancellation and charged accordingly.

7.4 We may cancel or suspend the Service where:

(a) you fail to pay any required deposit or pre-payment;
(b) providing the Service would be unsafe or unlawful;
(c) extreme weather, traffic conditions, accidents, vehicle breakdown, or other circumstances beyond our reasonable control make it impractical to perform the Service.

7.5 In the event that we cancel due to circumstances within our control, our liability will be limited to a refund of any money you have paid for the affected Service. We will not be liable for any indirect or consequential loss arising from such cancellation.

8. Liability and Limitations

8.1 We will exercise reasonable skill and care in providing the Service. However, our liability is subject to the exclusions and limitations set out in this clause.

8.2 We are not liable for loss or damage to Goods where:

(a) damage arises from your failure to adequately pack, label or protect Goods;
(b) items are inherently fragile or defective, including but not limited to poorly assembled or flat-pack furniture;
(c) Goods are not suitable for transport by a man and van service;
(d) damage is caused by atmospheric or environmental conditions, fair wear and tear, or normal handling.

8.3 We are not liable for loss of profit, loss of income, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss arising from the Service.

8.4 Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract or otherwise, shall not exceed the lower of:

(a) the reasonable replacement value of the affected Goods; or
(b) a reasonable limit per job, as assessed by us having regard to the nature and value of the Goods and the price paid for the Service.

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

8.6 You should arrange your own insurance cover for Goods of high value or particular importance. We strongly recommend that you do not rely solely on our limited liability.

9. Claims and Complaints

9.1 You must inspect your Goods and premises as soon as reasonably possible after completion of the Service.

9.2 Any apparent loss or damage should be notified to us as soon as possible and, in any event, within a reasonable time following the Service. Failure to do so may affect our ability to investigate and may limit or prevent any liability on our part.

9.3 When making a claim, you must provide reasonable evidence of loss or damage, including descriptions, photographs and any relevant supporting documents. We may, at our discretion, inspect the Goods or premises before accepting liability or paying any compensation.

10. Waste, Disposal and Environmental Regulations

10.1 We comply with applicable waste and environmental regulations. We are not a general waste disposal operator and do not remove household rubbish, builder's debris or other general waste unless expressly agreed as part of a specific service.

10.2 You must inform us in advance if any items require disposal or recycling. Additional charges will apply for authorised disposal services, which will be confirmed before such services are carried out.

10.3 We will not remove or transport any waste classified as hazardous, controlled, clinical or otherwise restricted under applicable regulations. This includes, but is not limited to:

(a) chemicals, solvents, oils, asbestos or similar materials;
(b) medical or biological waste;
(c) refrigerants or appliances containing certain gases, unless prior arrangements have been made through an approved service provider.

10.4 You are responsible for ensuring that items presented for disposal are lawfully yours to dispose of and are not subject to any legal restrictions or third-party claims.

11. Time Estimates and Delays

11.1 Any time estimates given for arrival or completion of the Service are approximate only. While we make reasonable efforts to meet agreed times, they are not guaranteed.

11.2 We are not liable for delays caused by traffic, roadworks, weather conditions, accidents, breakdowns, or any events outside our reasonable control.

11.3 If delays occur due to your actions or omissions, such as late access, incomplete packing, or last-minute changes, we may charge for additional time at the applicable hourly rate.

12. Customer Conduct and Health and Safety

12.1 You must treat our staff respectfully and not engage in any abusive, threatening or aggressive behaviour. We reserve the right to withdraw our staff and terminate the Service if their safety or wellbeing is put at risk.

12.2 For health and safety reasons, you must not instruct our staff to carry out tasks that are unsafe, illegal or outside the scope of a reasonable man and van service, such as working at dangerous heights or handling prohibited items.

13. Privacy and Data

13.1 We will collect and use your personal information only as necessary to manage your booking, provide the Service, handle payments and deal with enquiries or complaints.

13.2 We will take reasonable steps to keep your data secure and will not sell your personal information to third parties. We may share your information with trusted third-party providers where this is necessary to perform the Service or process payments, in accordance with applicable data protection laws.

14. Variation of Terms

14.1 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 your Contract.

14.2 Any changes to the agreed scope of the Service, charges or specific conditions for your booking must be confirmed by us. Verbal assurances or variations will not be binding unless confirmed by us.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any Contract between you and us, are governed by the laws of England and Wales.

15.2 Any disputes arising out of or in connection with the Service or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where local consumer protection laws provide you with additional mandatory rights.

16. Severability

16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be severed from the remaining provisions, which will continue to be valid and enforceable.

17. Entire Agreement

17.1 These Terms and Conditions, together with the specific details of your booking, constitute the entire agreement between you and us in relation to the Service and supersede any prior discussions, correspondence or understandings.

17.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.