Terms and Conditions
Man with Van Whitton Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Whitton provides removal, collection, delivery and related services to private and business customers. By booking or using our services, you agree to be bound by these terms. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the individual or business booking or receiving services from Man with Van Whitton.
We, us, our means Man with Van Whitton as the provider of removal and transport services.
Services means any removal, man and van, transport, packing, loading, unloading, collection, delivery, or related services that we agree to provide.
Goods means any items, belongings, furniture, equipment or other property which are the subject of our services.
Contract means the agreement between you and us incorporating these Terms and Conditions and any written quotation or confirmed booking details.
2. Scope of Services
Man with Van Whitton provides man and van services for domestic moves, small office moves, item collections and deliveries, and related removal and transport services within Whitton, surrounding areas and other locations as agreed at the time of booking. The exact scope of services, including locations, dates, times, and any special requirements, will be confirmed in writing or by booking confirmation.
The services do not include any work that could put the health and safety of our staff at risk or that requires specialist qualifications, equipment or licences that we do not hold. We reserve the right to refuse, suspend or terminate any service where it would be unsafe, unlawful, or not reasonably practicable to proceed.
3. Booking Process
All services must be booked in advance. You may request a quotation by providing full and accurate information about the addresses involved, access conditions, dates and times, the nature and quantity of goods, and any special handling requirements.
A booking is only confirmed when we have accepted your request and you have agreed to the price and key details. We may confirm this orally, by written message, or by a booking confirmation document. We may refuse a booking at our discretion.
You must ensure that all information supplied at the time of booking is complete and accurate. If the information provided is incomplete or inaccurate, we may adjust the price, change the service requirements, or cancel the booking. Any significant changes to your requirements must be communicated to us as soon as possible before the service date.
Where we provide an estimated time of arrival, this is an estimate only. While we make reasonable efforts to attend at the agreed time, delays may occur due to traffic, weather, road closures, previous jobs overrunning, or other circumstances beyond our control. We will not be liable for minor delays or any consequential loss arising from them.
4. Quotations and Pricing
Our quotations are based on the information you provide and may take account of factors such as distance, number of staff required, type and quantity of goods, access conditions, and any additional services requested. Unless stated otherwise, quotations are exclusive of any parking charges, tolls or congestion charges, which will be added to the final invoice where applicable.
We reserve the right to amend the quoted price if your requirements change, if the job takes longer than reasonably anticipated, or if access or conditions differ significantly from those described at the time of booking. Examples include but are not limited to additional flights of stairs, long carrying distances, unexpected restrictions on parking or loading, or substantially more goods than initially described.
Where we charge on an hourly basis, charging will commence from the time we arrive at the agreed collection address and will continue until completion of the service, rounded in accordance with our current charging policy. Waiting time caused by circumstances under your control or by inaccurate information will be chargeable.
5. Payments
Unless otherwise agreed in writing, payment is due either in advance or immediately on completion of the service. We accept the payment methods that we notify to you at the time of booking or from time to time.
For larger moves or bookings made in advance, we may require a deposit to secure the date and time. Any required deposit and due date will be communicated to you before confirming the booking. Deposits are generally non-refundable, save as provided under the cancellation terms below.
If payment is not made when due, we may suspend or refuse to provide further services and may apply reasonable interest and administrative charges on overdue sums in line with applicable law. You shall remain liable for all costs, fees, expenses and charges incurred in recovering any outstanding amounts.
6. Cancellations and Changes
You may cancel or amend your booking by notifying us as early as possible. The following terms for cancellation and changes will normally apply unless otherwise stated at the time of booking.
If you cancel more than 48 hours before the scheduled start time, we may refund any deposit paid, minus any reasonable administrative and planning costs already incurred. If you cancel within 48 hours of the scheduled start time, we may retain the deposit in full and may also charge a cancellation fee, particularly where we have lost the opportunity to accept other work.
Cancellations made within 24 hours of the scheduled start time may be charged at up to 100 percent of the agreed estimated price, at our discretion, to cover staff, vehicle and scheduling costs.
Changes to dates, times, addresses, or the scope of services are subject to our availability and may result in changes to the price. We are not obliged to accept changes requested at short notice and may treat a substantial change as a cancellation and new booking.
We reserve the right to cancel a booking due to circumstances beyond our reasonable control, including but not limited to extreme weather, vehicle breakdown, staff illness, road closures, safety concerns, or legal or regulatory restrictions. In such cases, we will offer to reschedule where possible or refund any sums paid for services not provided, but we will not be liable for any indirect or consequential loss arising from the cancellation.
7. Customer Responsibilities
You are responsible for ensuring that the premises at both collection and delivery addresses are accessible and safe for our staff and vehicles. This includes arranging any necessary parking permissions, permits or visitor passes, and ensuring that access routes are clear and reasonably suitable for moving goods.
You must ensure that goods are properly packed and secured for transport unless we have agreed to provide packing services. Fragile or valuable items should be clearly marked and, where appropriate, separately declared to us in advance.
You are responsible for being present, or for arranging for an authorised representative to be present, during loading and unloading to provide instructions, answer queries, and check goods. If no one is present at the agreed time, we may wait for a reasonable period and charge for waiting time, or we may treat the situation as a cancellation and leave, in which case cancellation charges may apply.
You must not ask our staff to carry out any unlawful act, unsafe task, or activity outside the agreed scope of services. We may refuse such requests without liability.
8. Excluded and Prohibited Items
Unless expressly agreed in writing, we do not carry livestock, plants, perishable goods, dangerous goods, flammable materials, explosives, weapons, illegal items, or any goods that require specialist licences or equipment for transport.
We also do not normally transport high-value items such as jewellery, cash, important documents, antiques, artworks, or items of exceptional value unless these have been clearly declared and agreed in advance. Additional terms and charges may apply for such goods, and you may be required to arrange separate insurance.
If you pack or include prohibited or excluded items without our knowledge or consent, you do so entirely at your own risk. We will not be liable for any loss, damage, seizure, delay, or penalties arising in connection with such items, and you agree to indemnify us against any resulting claims, damages, or expenses.
9. Liability and Limitations
We will exercise reasonable care and skill in providing the services. However, our liability is subject to the limitations set out in this clause and elsewhere in these Terms and Conditions.
We will not be liable for any loss or damage to goods arising from inherent defects, pre-existing damage, poor packing where we did not pack the goods, normal wear and tear, or fair handling expected in the course of a removal. We are also not liable for cosmetic damage to unprotected surfaces or goods where you chose not to use suitable packaging or protective materials.
We will not be liable for any indirect, consequential or economic loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss caused by delay, unless such loss arises directly from our negligence and was reasonably foreseeable at the time of entering into the contract.
Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable limit per job, having regard to the fee charged for the services, unless a higher limit has been expressly agreed in writing. You are responsible for arranging any additional insurance cover you require for your goods during removal or transport.
We will not be responsible for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to severe weather, accidents, traffic congestion, civil unrest, strikes, acts of terrorism, or compliance with legal or regulatory requirements.
10. Claims and Complaints
If you believe that any goods have been lost or damaged, or that we have failed to perform the services with reasonable care and skill, you must notify us as soon as possible and, in any event, within a reasonable period after completion of the service.
We may request reasonable evidence of the alleged loss or damage, including photographs, receipts or other documentation, and the opportunity to inspect any damage. Failure to notify us within a reasonable time or to provide requested information may affect our ability to investigate and resolve the matter.
We will consider all complaints in good faith and aim to reach a fair resolution, taking into account the terms of the contract, the nature of the goods and services, and any relevant legal rights you may have as a consumer or business customer.
11. Waste and Environmental Regulations
Man with Van Whitton operates in accordance with applicable waste and environmental regulations. We are not a general rubbish disposal service and will not remove waste, hazardous materials or fly-tipped items unless this has been expressly agreed in advance and complies with legal requirements.
Where we agree to remove unwanted items, you confirm that you are the owner of those items or have authority to dispose of them. You also confirm that the items do not include hazardous waste or materials requiring specialist treatment or licensing. We may refuse to remove any items that we reasonably believe to be unsafe, unlawful to transport, or not suitable for disposal through our usual channels.
Any waste removal or disposal service may be subject to additional charges, which will be confirmed to you before work is carried out. We may use licensed waste transfer stations, recycling facilities or other lawful disposal routes as appropriate. You agree not to request or permit any illegal dumping, fly-tipping or unlawful disposal of items, and you acknowledge that you may be liable for any fines or penalties arising from such acts.
12. Parking, Access and Charges
You are responsible for arranging suitable parking for our vehicles at both collection and delivery locations. Any parking permits, visitor passes or pre-arranged bays should be obtained by you in advance where necessary.
We may charge you for any parking fees, fines, penalties or related costs that we incur as a direct result of carrying out the services at your request, where these arise from circumstances beyond our control. Wherever possible, we will act reasonably to avoid or minimise such charges, but you accept that some costs may be unavoidable in certain areas.
You must ensure that access routes are suitable for the size of our vehicle. If access is restricted or unsuitable, we may need to use alternative arrangements such as smaller vehicles or additional labour, which may result in extra charges. We may also, where it is unsafe or impractical to proceed, refuse to continue and charge for time spent and costs incurred up to that point.
13. Insurance
We maintain appropriate insurance cover for our business activities as required by law and in line with typical industry practice. However, this may not cover all risks or the full value of your goods.
You are strongly advised to arrange your own insurance for your property during removal and transit, particularly where items are of high value, fragile, or irreplaceable. Any claims you make against our insurance will be subject to the terms, conditions, exclusions and limitations imposed by our insurers.
14. Data Protection and Privacy
We will collect and use your personal information only as necessary to provide the services, process payments, manage bookings, and comply with legal obligations. This may include your name, address, contact details, and relevant service information.
We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary for service delivery, legal compliance, or where you have given your consent. By using our services, you consent to the collection and use of your information in this way.
15. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will govern your contract with us. We recommend that you review the terms regularly and request a copy if you require one for your records.
16. 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.
You and we 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 these Terms and Conditions or the services provided, whether contractual or non-contractual.
By proceeding with a booking or using the services of Man with Van Whitton, you confirm that you have read, understood and agree to these Terms and Conditions.
