These Terms and Conditions apply to all removals, deliveries, collections, and related transport services provided by Man With Van Stockwell, including domestic moves, furniture transport, light office relocation, and general item carriage. By making a booking, the customer agrees to these terms in full. Where these Terms and Conditions refer to the company, we, or us, they mean the service provider operating under the Man and Van Stockwell name. Where they refer to the customer, you, they mean the person requesting or paying for the service.

These terms are intended to set out the basis on which services are accepted and carried out. They are designed to be clear, fair, and consistent with UK law. They cover the booking process, payment arrangements, cancellations, liability limits, waste handling rules, and the law that applies to any dispute. If any part of these terms is unclear, the customer should raise it before confirming the booking.

Man With Van Stockwell operates as a flexible transport service and may provide labour, loading, unloading, route planning, and item handling as agreed at the time of booking. The exact scope of service will depend on the information supplied by the customer. Any additional work requested on the day may be accepted at our discretion and may involve extra charges. Customers should ensure that all details are accurate before the job begins.

1. Booking process

All bookings are subject to availability and are only confirmed once we have accepted the request and, where required, received any deposit or written confirmation. A booking may be made by phone, email, or other agreed method of communication. To help us provide an accurate service, customers must supply complete and correct information about collection and delivery addresses, access restrictions, item sizes, number of items, parking conditions, and any special handling requirements. The information provided forms part of the service agreement.

At the booking stage, we may provide an estimate based on the details supplied. Estimates are not fixed until the service requirements are fully confirmed. If the customer gives incomplete or inaccurate information, or if the job changes after confirmation, we reserve the right to revise the price, timing, vehicle size, or number of staff required. Man and Van Stockwell cannot be held responsible for delays or extra charges caused by incorrect booking details.

2. Service conditions

The customer must ensure that goods are ready for collection at the agreed time and that any access arrangements have been made in advance. This includes securing parking where necessary, advising about stairs, lifts, narrow entrances, or restricted access, and making sure the items can be moved safely. If access is not as described, we may need to amend the plan, delay the job, or refuse part of the service if safety is at risk.

The customer is responsible for confirming that all goods handed over for transport are lawful to move and are not prohibited, dangerous, or improperly packed. We do not accept responsibility for personal property left unattended unless we have expressly agreed to supervise it. Items of high value, fragile goods, antiques, electronics, documents, and irreplaceable belongings should be declared before the move so that the handling requirements can be discussed. Unless agreed in writing, our role is limited to reasonable care in transport and handling.

If the service includes lifting, loading, or unloading, the customer must inform us of any items that are unusually heavy, unstable, or awkward to carry. We may decline to move any item that presents an unacceptable risk to property, staff, or the public. The company may also stop work if conditions become unsafe, including severe weather, traffic restrictions, blocked access, aggressive behaviour, or any situation that prevents the job from being completed safely and lawfully.

3. Payments

Payment terms will be agreed at the time of booking or before the service begins. Unless otherwise stated, payment is due on completion of the job on the same day. We may require a deposit, part-payment, or advance payment to secure the booking, especially for larger jobs, long-distance journeys, or busy periods. All charges are quoted in pounds sterling and may include labour, vehicle use, fuel, mileage, waiting time, parking, congestion or toll fees, and any agreed extras.

If the job takes longer than expected because of delays, access issues, additional items, or changes requested by the customer, supplementary charges may apply. These will normally be calculated using the agreed hourly rate, fixed fee, or itemised extra costs already explained in advance where possible. The customer agrees to pay any additional lawful charges arising from services requested on the day, provided those charges are reasonable and connected to the work carried out.

Invoices, where issued, must be paid by the deadline stated. If payment is delayed, we reserve the right to charge statutory interest and reasonable recovery costs where permitted by law. Any dispute about an invoice should be raised promptly and must not be used to withhold payment for the undisputed portion of the service. Ownership of any goods sold or supplied by us remains with the company until full payment has been received where lawful to do so.

4. Cancellations and amendments

Cancellations should be made as soon as possible. The amount payable, if any, will depend on the notice given and any costs already incurred. Where a booking is cancelled with sufficient notice, we may agree to refund a deposit less any reasonable administrative or preparatory expenses. If a booking is cancelled at short notice or once the vehicle, driver, or crew have already been allocated, a cancellation charge may apply.

Because Man With Van Stockwell often schedules work around vehicle planning and time-sensitive jobs, late cancellations can cause loss of income and wasted travel preparation. As a result, cancellations made on the day of the booking, or after arrival at the collection point, may be charged in full or in part depending on the circumstances. If the customer is not available, cannot provide access, or is unable to proceed with the move, this may also be treated as a late cancellation or failed booking.

The customer may request changes to the booking, including a revised time, location, or list of items. We will try to accommodate reasonable amendments, but changes are subject to availability and may affect the price. If the amendment materially changes the service, we may treat it as a new booking. Any variation agreed by telephone or message should be confirmed in writing where practical, to avoid misunderstanding.

5. Liability and insurance

We take reasonable care when handling and transporting items, but our liability is limited in accordance with UK law and the specific circumstances of the service. We are not liable for loss, damage, delay, or failure to perform the service where this results from inaccurate information, poor packing by the customer, concealed defects, unsafe access, traffic disruption, weather events, or any other cause beyond our reasonable control.

The customer is responsible for adequately packing and protecting fragile or delicate items unless we have agreed in writing to provide packing services. Items that are already damaged, unstable, or improperly assembled may be moved only at the customer’s risk unless we have expressly accepted responsibility. Any claim for damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after discovery. Supporting evidence, such as photographs and item descriptions, may be requested.

Nothing in these Terms and Conditions limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability for any claim arising from a service will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit has been agreed in writing.

6. Customer responsibilities

The customer must ensure that goods are legally owned or lawfully possessed and that no item handed to us breaches any regulation, sanction, or transport restriction. The customer must also ensure that the items do not contain prohibited materials, unsafe batteries, leaking fluids, gas canisters, or hazardous substances unless we have agreed beforehand and the law permits transport. We may refuse any item that appears unsafe or unlawful.

The customer should remove or secure loose personal data, valuables, and sensitive documents before the service begins. We are not responsible for data loss, identity theft, or the exposure of confidential information where such materials were left in transported goods without our prior knowledge. If the service includes dismantling or reassembly, the customer should confirm that the furniture or equipment is suitable for that work and that any instruction manuals, fixings, or specialist tools are provided where needed.

Children, pets, and unauthorised persons must be kept clear of loading areas where possible. The customer should ensure that the property can be accessed safely and that any necessary permissions from landlords, managing agents, neighbours, or building management have been obtained. Where a booking involves multiple stops, the customer must clearly identify which items are to be collected or delivered at each location.

7. Waste regulations and disposal

If the service includes removal of unwanted items, packaging, or rubbish, the customer must be clear about what is to be taken away and whether it is waste, reusable goods, or mixed material. Waste collection and disposal must comply with UK environmental requirements and duty of care rules. We will not remove regulated waste unless we have explicitly agreed to do so and are authorised to handle it. The customer must not ask us to dispose of materials in a way that would breach the law.

Where waste is collected, the customer agrees that it has been accurately described. If items are later found to include hazardous or controlled waste, including asbestos, chemicals, fridges, tyres, electrical waste, medical waste, or construction debris that requires special handling, additional charges or refusal of service may apply. Any removal of waste is subject to lawful disposal routes, and the customer must cooperate with any request for information needed to satisfy our compliance obligations.

If we reasonably believe waste has been misdescribed or mixed with prohibited materials, we may stop the job or separate the items at extra cost where lawful. The customer remains responsible for the accuracy of information supplied about any waste. We may issue receipts, transfer notes, or other records where required by law or by our operational procedures. Illegal dumping, fly-tipping, or abandonment of waste will not be tolerated under any circumstances.

8. Delays, force majeure, and service interruptions

We will aim to arrive within the agreed time window, but arrival times are estimates unless a fixed time has been expressly confirmed. Delays may occur due to traffic, road closures, weather, vehicle problems, prior job overruns, or circumstances outside our control. Where possible, we will communicate significant delays, but we are not responsible for losses caused by events that could not reasonably have been avoided.

If an event beyond our control prevents or substantially delays the service, including accidents, severe weather, strikes, fire, breakdown, or emergency restrictions, we may reschedule the booking or cancel it without liability for indirect loss. Any amount already paid may be refunded or credited at our discretion, less any non-recoverable expenses already incurred lawfully. We will always seek a fair solution where possible.

We are not liable for consequential losses such as missed appointments, lost business, loss of earnings, or emotional distress unless liability cannot lawfully be excluded. The customer should make their own arrangements for critical deadlines, especially where building access, tenancy handover, storage deadlines, or utility appointments are involved.

9. Complaints and disputes

If the customer is unhappy with any part of the service, they should inform us as soon as possible so that we can attempt to resolve the issue promptly. We may request photographs, written notes, or other evidence to help investigate the matter. Raising a complaint does not automatically entitle the customer to withhold payment for services already properly provided.

Any dispute should first be addressed informally in good faith. If a resolution cannot be reached, both parties agree to consider a reasonable written exchange before taking formal action. Nothing in these terms prevents either party from seeking legal advice or using alternative dispute resolution where appropriate. We aim to deal with issues fairly and proportionately, with a focus on practical resolution rather than unnecessary escalation.

These Terms and Conditions may be updated from time to time. The version in force at the time of booking will normally apply to that booking unless a newer version has been expressly agreed. Continued use of the service after any update indicates acceptance of the revised terms.

10. Governing law

These Terms and Conditions, and any non-contractual disputes or claims arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect.

By booking or using the services of Man and Van Stockwell, the customer confirms that they have read, understood, and accepted these terms. The customer also confirms that they are authorised to arrange the service and to agree to any charges associated with the booking. These terms are intended to protect both the customer and the service provider by setting out clear expectations from the outset.

End of Terms and Conditions. For all services, the latest agreed booking details form part of the contract together with these terms.