Terms and Conditions
Man with Van Chiswick Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Chiswick provides removal and related services within the United Kingdom. By making a booking, accepting a quotation, 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 definitions apply:
1.1 "We", "us" and "our" refer to Man with Van Chiswick, the provider of removal and associated services.
1.2 "You" and "your" refer to the customer booking or using our services, including any person on whose behalf a booking is made.
1.3 "Services" means any removal, transport, loading, unloading, packing, unpacking, or related services that we agree to provide.
1.4 "Goods" means all items, property, and effects that we move, handle, or store in connection with the services.
1.5 "Booking" means a confirmed request for services on a specific date and time, whether made by telephone, online, or in writing.
1.6 "Quotation" means the price estimate we provide to you for the services, based on the information you supply.
2. Scope of Services
2.1 We provide man and van services, residential and commercial removals, and related transport within the United Kingdom. The exact scope of the services will be as described in your booking confirmation or quotation.
2.2 Unless expressly agreed in writing, our services do not include mechanical or electrical disconnection or reconnection, removal of doors or windows, lifting through windows, or the dismantling or reassembly of complex furniture or fixtures.
2.3 We reserve the right to refuse to move any item if, in our reasonable opinion, it is unsafe, unsuitable for transport, illegal, or may cause damage to property, vehicles, or personnel.
3. Booking Process
3.1 Bookings can be made by telephone or via our online enquiry and booking process, where available.
3.2 All bookings are subject to availability. A booking is only confirmed once you have accepted our quotation and we have acknowledged your acceptance and booking date.
3.3 When making a booking, you must provide accurate and complete information, including:
a) Collection and delivery addresses and access details
b) The nature, quantity and approximate weight or volume of goods
c) Details of any large, heavy, fragile or valuable items
d) Parking and access restrictions at either address
e) Any time restrictions, building rules or lift reservations
3.4 If the information you provide is incomplete or inaccurate, we may adjust the quotation, apply additional charges, or in serious cases cancel the booking.
3.5 It is your responsibility to ensure that suitable parking and access arrangements are in place at both the collection and delivery addresses. Any fines or penalties arising from inadequate parking arrangements may be charged to you.
4. Quotations and Pricing
4.1 Quotations are based on the information you supply and are normally given as either an hourly rate or a fixed price. The type of quotation will be specified at the time of booking.
4.2 Quotations are valid for a limited period stated at the time of issue. After the validity period has expired, prices may be subject to change.
4.3 Our quotation does not include any customs duties, parking charges, congestion charges, tolls, ferry charges, storage charges, or disposal fees, unless these are expressly itemised.
4.4 Additional charges may apply where:
a) Access at either address is significantly worse than described
b) There are delays outside our reasonable control, including waiting for keys
c) Extra items or services are requested on the day of the move
d) Work is required outside the agreed hours
e) Heavy or specialist items require additional staff or equipment
5. Payments
5.1 We may require a deposit to secure your booking. The amount and due date of any deposit will be communicated at the time of booking.
5.2 Unless otherwise agreed in writing, all balances are payable on or before completion of the services on the day of the move.
5.3 We accept payment by commonly used methods within the UK. Details of accepted payment methods will be stated at the time of booking.
5.4 If payment is not received when due, we reserve the right to:
a) Suspend or refuse to carry out the services
b) Charge interest on overdue balances at the statutory rate until payment is received in full
5.5 For business customers, payment terms may be agreed separately. If no separate terms are agreed, payment is due on completion of the services.
6. Cancellations and Changes
6.1 You have the right to cancel or change your booking, subject to the terms of this clause.
6.2 If you wish to cancel or change your booking, you must notify us as early as possible by the same method you used to book, or by another method we confirm as acceptable.
6.3 The following cancellation charges may apply:
a) More than 7 days before the scheduled date: no cancellation fee, and any deposit may be returned or transferred to a new booking at our discretion
b) Between 48 hours and 7 days before the scheduled date: we may retain part or all of the deposit or charge up to 50 percent of the quoted price
c) Less than 48 hours before the scheduled date or on the day of the move: we may charge up to 100 percent of the quoted price
6.4 If you request material changes to the booking, such as a different date, additional addresses, or a significant change in the volume of goods, we may need to issue a revised quotation. We do not guarantee that we can accommodate all changes requested.
6.5 We may cancel or postpone your booking in exceptional circumstances, such as unsafe conditions, extreme weather, vehicle breakdown, staff illness, or events beyond our reasonable control. In such cases we will aim to offer an alternative date or a refund of any amounts paid for services not yet performed, but we will not be liable for consequential losses.
7. Your Responsibilities
7.1 You are responsible for:
a) Ensuring that all goods are properly packed, secured, and ready for transport unless packing services have been agreed
b) Clearly labelling fragile items and any boxes requiring special handling
c) Being present or ensuring that an authorised representative is present at collection and delivery addresses to oversee the work and check items
d) Providing clear instructions and directing our team to the correct goods and rooms
e) Ensuring that all items to be moved are disconnected, defrosted, drained and safe to transport
7.2 You must not ask our staff to move or transport:
a) Illegal, dangerous or prohibited items
b) Explosives, flammable liquids, gas cylinders, or toxic substances
c) Perishable goods that may deteriorate during transport
d) Livestock, pets or other animals
7.3 If you breach this clause, you will be responsible for any loss, damage, or injury caused as a result, and we may terminate the services immediately.
8. Our Responsibilities
8.1 We will exercise reasonable care and skill in providing the services and in handling your goods.
8.2 We will make reasonable efforts to arrive at the agreed time, but times are estimates only and not guaranteed. We are not liable for delays caused by traffic, weather, road closures, or circumstances beyond our reasonable control.
8.3 We will load, transport, and unload your goods in a manner consistent with normal removal industry practices.
9. Liability for Loss or Damage
9.1 Our liability for loss of or damage to goods is limited, as many household items are not designed to be moved and may be vulnerable to transport.
9.2 We are not liable for:
a) Loss or damage arising from your failure to pack goods properly when we have not provided packing services
b) Loss or damage to items packed by you inside boxes or containers that we did not pack
c) Normal wear and tear, minor scuffs, or scratches associated with moving
d) Loss or damage arising from inherent defects or pre-existing conditions in the goods
e) Loss of data or information from computers, devices, or storage media
9.3 We will not be liable for any indirect or consequential loss, including loss of income, profit, opportunity, or enjoyment, arising out of or in connection with the services.
9.4 Our liability, whether in contract, tort, or otherwise, for any single event or series of connected events is limited to a reasonable sum having regard to the value and condition of the goods, and in any event will not exceed a fair market value for the items concerned.
9.5 You are advised to arrange appropriate insurance cover for your goods during the move, especially for high-value items, delicate items, or where additional protection is required.
9.6 Any apparent loss or damage must be reported to us as soon as reasonably practicable and in any event within 7 days of completion of the services. We may not consider claims made outside this period unless you can show that you could not reasonably have been expected to discover the loss or damage earlier.
10. Waste, Disposal and Environmental Regulations
10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier and will not remove mixed household refuse or hazardous waste unless expressly agreed and lawfully permitted.
10.2 Where we agree to dispose of items on your behalf, you confirm that you own those items or have the right to dispose of them.
10.3 Charges may apply for the removal and disposal of unwanted items, bulky waste, or materials that require special handling or authorised disposal facilities.
10.4 We will not knowingly transport or dispose of:
a) Hazardous or controlled waste such as asbestos, chemicals or clinical waste
b) Gas bottles, fuel containers, paint, solvents or similar materials unless specifically authorised
c) Electrical or electronic items except as part of a lawful disposal arrangement under relevant regulations
10.5 You agree not to include prohibited waste or materials within items or containers given to us for removal or disposal. If such materials are discovered, we may refuse to carry or dispose of them and may charge for any additional handling or compliance costs incurred.
11. Parking, Access and Property Damage
11.1 You are responsible for providing suitable parking arrangements for our vehicles at both collection and delivery addresses, including securing any necessary permits or permissions.
11.2 We are not liable for parking fines, penalties or charges arising from inadequate or incorrect parking information provided by you. Where we are required to pay such charges, we may recover the full amount from you.
11.3 While we take reasonable care to avoid damage, we are not responsible for damage to driveways, pavements, surfaces or surrounding areas where access is restricted, unsuitable, or where you have requested we proceed against our advice.
11.4 You should protect floors, carpets, and surfaces where necessary. We will take reasonable measures to protect property but cannot guarantee that scuffs or marks will not occur during normal moving operations.
12. Complaints and Dispute Resolution
12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the team on the day of the move where possible, so that we have an opportunity to address it immediately.
12.2 If the issue is not resolved on the day, you should submit a written description of your complaint as soon as reasonably practicable, providing relevant details and evidence where available.
12.3 We will review your complaint and seek to respond within a reasonable timeframe. Where appropriate, we may propose a remedy such as a partial refund, a repeat service, or another form of resolution at our discretion.
13. Data Protection and Privacy
13.1 We collect and use personal information such as your name, address and contact details for the purposes of providing and managing our services.
13.2 Your information will be handled in accordance with applicable UK data protection laws. We will not sell your personal data to third parties.
13.3 We may share limited information with staff, subcontractors, or service partners where necessary to carry out your booking, process payments, or meet legal obligations.
14. Force Majeure
14.1 We are not liable 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 extreme weather, natural disasters, accidents, road closures, public emergencies, strikes, or acts of government.
14.2 Where a force majeure event occurs, we will endeavour to inform you as soon as reasonably practicable and may offer to reschedule the services. Any additional costs incurred may be discussed and agreed with you in advance.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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 provision of our services.
16. General Provisions
16.1 If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
16.2 Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any previous agreements, understandings or arrangements, whether written or oral.
16.4 We may revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your agreement with us, unless we agree otherwise in writing.
