Man with Van Stockwell Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Stockwell provides removal, collection, delivery and related services. By making a booking or allowing work to commence, 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, company, partnership or organisation that requests or receives services from Man with Van Stockwell.

We, us, our means Man with Van Stockwell as the provider of removal and related services.

Services means any removal, man with van, transport, delivery, collection, loading, unloading, packing, unpacking, or related services that we agree to provide.

Goods means any items, furniture, belongings, equipment, stock, or other property handled, transported or stored by us in connection with the Services.

Booking means a confirmed request for Services made by the Customer and accepted by us in accordance with these Terms and Conditions.

2. Scope of Services

We provide man with van and removal services, which may include domestic and commercial moves, item collections and deliveries, and related assistance such as loading and unloading. The precise scope of the Services for each Booking will be agreed with the Customer in advance, based on the information provided to us.

We reserve the right to decline any Booking at our discretion, including where the work requested is unsafe, illegal, unsuitable for the vehicle or equipment available, or beyond our reasonable capacity or expertise.

3. Booking Process

3.1 Initial enquiry

Customers may request a quote or make a Booking by providing details of the required move or transport, including collection and delivery addresses, access information, type and approximate quantity of Goods, preferred dates and times, and any special requirements.

3.2 Quotes and estimates

Any quote or estimate we provide is based on the information supplied by the Customer. Quotes are not binding if the information provided is inaccurate or incomplete, or if the scope of the Services changes. We may revise the price to reflect the actual work required where circumstances differ from those originally described.

3.3 Confirmation of booking

A Booking is only confirmed once we have accepted the request and provided written or verbal confirmation of the date, time, vehicle type, number of operatives and pricing basis. We may require a deposit or prepayment as part of the confirmation process.

3.4 Changes to bookings

If the Customer wishes to change the date, time, addresses, or scope of the Services after a Booking is confirmed, we will endeavour to accommodate the change but cannot guarantee availability. Changes may result in revised pricing. Any changes must be agreed with us before the Services commence.

4. Customer Responsibilities

The Customer is responsible for:

Providing accurate and complete information at the time of Booking, including details of property access, parking restrictions, the nature and volume of Goods, and any items requiring special handling.

Arranging suitable parking and access for the vehicle at both collection and delivery points and covering any parking charges or permits required.

Ensuring that all Goods are properly packed, secured and ready for transport unless we have agreed to provide packing services.

Separately identifying and communicating any fragile, high value, or delicate items that require special care.

Being present, or arranging for a representative to be present, at the collection and delivery locations to provide access, confirm instructions, and sign any documentation as required.

Complying with all relevant laws, including waste disposal laws, and not asking us to transport prohibited or illegal items.

5. Payments and Pricing

5.1 Pricing basis

Our charges may be based on an hourly rate, a fixed quote, a minimum charge, or a combination of these, as agreed at the time of Booking. Our prices may take into account travel time, labour, vehicle size, complexity of access and any additional services requested.

5.2 Deposits and prepayments

We may require a deposit or prepayment to secure a Booking. The amount and due date will be advised at the time of confirmation. Deposits are generally non-refundable except where we cancel the Booking without offering a reasonable alternative.

5.3 Payment terms

Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move or service. For business Customers with agreed credit arrangements, alternative payment terms may apply. All amounts are payable in the currency specified in our quote or confirmation.

5.4 Additional charges

We reserve the right to apply additional charges where:

The actual work required exceeds the scope originally described by the Customer.

There are delays outside our control, such as waiting for keys, delays caused by third parties, or restricted access.

Additional items, extra trips, or extended hours are requested by the Customer.

Heavy, bulky or unusual items require extra labour, equipment, or time.

Parking charges, tolls, congestion charges or similar costs are incurred in providing the Services.

5.5 Late or non-payment

If payment is not made when due, we may suspend or withhold completion of the Services and may retain Goods in our possession until full payment is received. We may also charge interest on overdue amounts at a reasonable commercial rate and recover any costs of debt collection.

6. Cancellations and Rescheduling

6.1 Customer cancellations

If the Customer needs to cancel a Booking, they must notify us as early as possible. Our cancellation terms are as follows, unless otherwise agreed:

Cancellations made more than 48 hours before the scheduled start time may not incur a cancellation fee, although any non-refundable costs already incurred by us may be payable.

Cancellations made within 48 hours of the scheduled start time may incur a cancellation fee up to a reasonable proportion of the quoted price, to cover lost time and costs.

Cancellations made on the day of the service, or where the Customer fails to be present or provide access, may be charged at up to the full quoted price.

6.2 Rescheduling

Requests to reschedule are subject to availability. Where possible, we will transfer any deposit to the new date, but we reserve the right to treat late rescheduling as a cancellation if we are unable to reallocate resources.

6.3 Cancellations by us

In the unlikely event that we need to cancel or significantly change a Booking, we will notify the Customer as soon as reasonably practicable and offer an alternative date or a refund of any deposit paid. We will not be liable for any indirect or consequential loss arising from such cancellation, such as lost earnings or penalties imposed by third parties.

7. Access, Parking and Delays

The Customer must ensure that there is suitable and lawful parking close to the property and that any necessary permits are obtained in advance. If parking or access is unsuitable or not as described, this may cause delays or additional charges.

We are not responsible for delays caused by factors beyond our reasonable control, including but not limited to traffic, road closures, weather conditions, breakdowns, delays caused by third parties, or delays in obtaining keys or access. Where such delays occur, we will act reasonably to complete the Services, but additional time may be chargeable.

8. Excluded and Prohibited Items

We do not transport certain items, including but not limited to:

Illegal goods or substances.

Explosives, firearms, ammunition, or other dangerous items unless specifically agreed and legally compliant.

Hazardous, toxic, or flammable materials such as chemicals, gas cylinders, paint, fuels or solvents.

Perishable goods requiring temperature control, unless specifically agreed.

Animals, livestock, or plants, unless explicitly agreed in advance.

High-value items such as cash, jewellery, important documents, or collectibles beyond any agreed limitations.

If prohibited items are included without our knowledge, we accept no responsibility for loss or damage and we may remove or dispose of such items in accordance with applicable law, with any costs charged to the Customer.

9. Liability for Loss or Damage

9.1 Duty of care

We will exercise reasonable care and skill in handling and transporting the Goods. However, our liability is subject to the limitations set out in this section and in these Terms and Conditions generally.

9.2 Customer packing

Where the Customer packs the Goods, we are not liable for damage arising from inadequate or unsuitable packing, including damage to fragile or delicate items that were not adequately protected.

9.3 Excluded causes

We are not liable for loss or damage arising from:

Wear and tear, gradual deterioration, or pre-existing defects in the Goods.

Normal handling of certain items such as furniture or flat-pack items that are inherently fragile.

Failure of the Customer to take reasonable steps to protect Goods prior to the move.

Acts or omissions of the Customer or any third party not acting under our direction.

Events beyond our reasonable control, including accidents, theft, fire, flood, or other incidents not caused by our negligence.

9.4 Limitation of liability

To the fullest extent permitted by law, our total liability for loss of or damage to Goods, whether arising in contract, tort, or otherwise, is limited to a reasonable amount taking into account the value of the Goods and the price paid for the Services, unless otherwise expressly agreed in writing.

We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot legally be excluded.

9.5 Indirect loss

We are not liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or any costs or penalties imposed by third parties, arising from delay, loss or damage in connection with the Services.

10. Claims and Complaints

Any claim for loss or damage to Goods must be reported to us in writing as soon as reasonably practicable and in any event within a reasonable period after completion of the Services. The Customer should provide details of the Goods affected, the nature of the damage, and any supporting evidence.

We will review any complaint or claim and may request additional information or an opportunity to inspect the alleged damage. Failure to notify us within a reasonable time may affect our ability to investigate and may reduce or extinguish any liability we might otherwise have.

11. Waste, Disposal and Environmental Regulations

11.1 Waste carriage

Where we agree to remove unwanted items or waste, we will do so in accordance with applicable waste and environmental regulations. We will only transport waste types that we are lawfully permitted to carry.

11.2 Customer responsibilities

The Customer must accurately describe any items to be disposed of and must not include hazardous, clinical, or prohibited waste unless this has been expressly agreed and is lawful. If we discover such items, we may refuse to carry them and may charge for any costs incurred in safely dealing with them.

11.3 Disposal charges

Any disposal or recycling fees applicable at waste facilities may be charged to the Customer in addition to our normal service charges. These will be explained as far as possible in advance, but may be subject to change according to facility pricing.

12. Insurance

We will maintain appropriate insurance to cover our legal liabilities in the provision of the Services in line with industry practice. This does not replace the need for the Customer to maintain their own insurance, particularly for high value or specially protected items.

The Customer is encouraged to arrange adequate insurance for the Goods for the duration of the move or transport, taking into account any limits or exclusions that may apply under these Terms and Conditions.

13. Data Protection and Privacy

We will use the personal information provided by the Customer only for the purposes of handling enquiries, providing quotes, managing Bookings, delivering the Services, and meeting our legal obligations. We will take reasonable steps to keep such information secure and will not share it with third parties except as necessary to deliver the Services or as required by law.

14. Termination

We may terminate or suspend a Booking or ongoing Services immediately if:

The Customer fails to pay any amount due when required.

The Customer behaves in a threatening, abusive or unsafe manner towards any member of our staff or contractors.

The Customer asks us to undertake illegal activities or to handle prohibited items.

In the event of termination for cause, we may retain any payments already made and may seek payment for work carried out and any costs incurred up to the date of termination.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided.

16. General Provisions

16.1 Entire agreement

These Terms and Conditions, together with any written quote or confirmation of Booking, constitute the entire agreement between us and the Customer regarding the Services. Any other terms proposed by the Customer are excluded unless expressly agreed in writing.

16.2 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.3 No waiver

Any failure or delay by us in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

16.4 Changes to terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's Booking will usually apply to that Booking, unless changes are required by law or agreed with the Customer.

By proceeding with a Booking or allowing the Services to commence, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.