Man and Van Edgware Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Edgware provides removal, transport and related services to customers within our service area. By placing a booking, confirming a quotation or allowing our team to commence work, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 "Company" means Man and Van Edgware, the provider of the services described in these terms.

1.2 "Customer" means the person, firm or organisation requesting or receiving the services.

1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, or related services provided by the Company.

1.4 "Goods" means any items, furniture, boxes, personal belongings or other property transported or handled by the Company on behalf of the Customer.

1.5 "Service address" means the collection, delivery or any other premises where the Services are to be provided.

1.6 "Contract" means the agreement between the Company and the Customer comprising the quotation, booking confirmation and these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services within its operating area in the UK, including collection and delivery of Goods, with or without assistance in loading and unloading, as agreed at the time of booking.

2.2 Any additional services, such as packing, assembly or disassembly of furniture, or the provision of packing materials, must be expressly agreed in advance and may incur additional charges.

2.3 The Company reserves the right to delegate or subcontract the performance of any part of the Services to suitably qualified third parties. The Company will remain responsible for the proper performance of the Contract.

3. Booking Process

3.1 Bookings may be made by the Customer via the Company’s accepted booking channels, including online booking forms or other approved methods.

3.2 At the time of booking, the Customer must provide accurate and complete information, including but not limited to:

(a) collection and delivery addresses;
(b) property access details, including floor levels, lifts, parking arrangements and any restrictions;
(c) a clear description and approximate volume or number of Goods to be moved;
(d) any large, heavy, delicate or unusual items, such as pianos, safes or appliances;
(e) preferred dates and times for the Services.

3.3 Any quotation provided by the Company is based on the information supplied by the Customer. If this information is incomplete or inaccurate, the Company may adjust the price, timing or feasibility of the Services.

3.4 A booking will only be considered confirmed once the Customer has accepted the quotation and, where required, paid the applicable deposit or pre-payment as set out by the Company.

3.5 The Customer is responsible for ensuring that sufficient time is booked to complete the Services. If the work exceeds the booked time due to factors not disclosed at the time of booking, additional charges may apply.

4. Access, Parking and Service Conditions

4.1 The Customer must ensure that the Company has suitable access to the service addresses, including safe vehicle access, clear walkways and appropriate parking arrangements.

4.2 Unless expressly agreed otherwise, it is the Customer’s responsibility to arrange any necessary parking permissions, permits or visitor passes. Any parking charges or penalties incurred while carrying out the Services may be added to the Customer’s invoice.

4.3 If there are delays or additional work caused by restricted access, long carries, stairs, narrow doorways or other obstacles not previously disclosed, the Company may charge additional fees and may need to adjust the completion time.

4.4 The Customer must be present, or represented by an authorised person, at the collection and delivery addresses to direct the Services, sign necessary documents and check that all Goods are collected and delivered.

5. Customer Responsibilities

5.1 The Customer is responsible for adequately preparing and packing Goods for transport unless packing services have been expressly agreed. Fragile or valuable items should be properly protected and clearly labelled.

5.2 The Customer must ensure that all appliances are disconnected, defrosted, drained and made safe prior to moving. The Company does not undertake plumbing, electrical or gas disconnection or reconnection.

5.3 The Customer must remove or secure any fixtures, fittings or items attached to walls, floors or ceilings before the Company arrives, unless specific arrangements have been made.

5.4 The Customer must not request the Company to transport prohibited or dangerous items, including but not limited to:

(a) illegal substances or items;
(b) explosives, flammable or hazardous materials;
(c) perishable goods likely to spoil during transit;
(d) live animals or plants, unless expressly agreed.

5.5 If the Customer instructs the Company to move Goods that are not suitable for transport or that may pose a risk, the Company may refuse to move such items or may proceed only at the Customer’s risk, as noted in writing.

6. Payments and Charges

6.1 The price for the Services will be as set out in the quotation or booking confirmation, which may be based on an hourly rate, a fixed price, or a combination of both.

6.2 The Company reserves the right to require a deposit or full pre-payment at the time of booking. Any such requirement will be communicated before the booking is confirmed.

6.3 Unless otherwise agreed in writing, any balance due is payable immediately on completion of the Services. The Company may refuse to unload Goods until payment is made.

6.4 Payments must be made using the methods accepted by the Company at the time of booking. The Customer is responsible for any bank or payment processing charges.

6.5 Additional charges may apply in the following circumstances:

(a) waiting time caused by delayed access or Customer unavailability;
(b) additional labour or time required due to incomplete or misleading information at booking;
(c) extra journeys requested by the Customer;
(d) parking fees, toll charges or congestion charges incurred while providing the Services.

6.6 All amounts are payable in pounds sterling unless otherwise stated. The Company may charge interest on overdue sums at the statutory rate allowed by applicable UK law.

7. Cancellations and Amendments

7.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as reasonably possible through the same method used to make the booking or any other method accepted by the Company.

7.2 The following cancellation charges may apply, depending on the notice given prior to the agreed start time:

(a) more than 72 hours: no cancellation fee, and any deposit may be refunded or transferred, subject to the Company’s discretion;
(b) between 24 and 72 hours: up to 50 percent of the estimated service charge may be retained by the Company;
(c) less than 24 hours or no notice: up to 100 percent of the estimated service charge may be charged.

7.3 If the Customer wishes to change the date, time, service address or scope of work, this will be subject to availability and may result in a revised quotation or additional charges.

7.4 The Company reserves the right to cancel or reschedule the Services due to unforeseen circumstances such as vehicle breakdown, staff illness, severe weather or other events beyond its reasonable control. In such cases, the Company will endeavour to offer an alternative date or refund any pre-payments relating to the cancelled services. The Company will not be liable for any consequential loss arising from such cancellations or delays.

8. Liability and Limitations

8.1 The Company will exercise reasonable care and skill in handling and transporting the Customer’s Goods. However, the Company’s liability is subject to the limitations set out in this section.

8.2 The Company’s liability for loss of or damage to Goods, whether caused by negligence, breach of contract or otherwise, will be limited to a reasonable replacement or repair cost up to a maximum amount per job as determined by the Company’s current policy at the time of booking.

8.3 The Company will not be liable for:

(a) loss or damage arising from the Customer’s failure to pack Goods properly, unless the Company has provided packing services;
(b) loss or damage to fragile items, including glass, china, artwork or electronics, when not adequately protected or where transit is undertaken at the Customer’s request contrary to the Company’s advice;
(c) pre-existing damage or defects in Goods;
(d) loss of earnings, profit, business or any indirect or consequential loss;

(e) loss or damage arising from war, terrorism, strikes, extreme weather, natural disasters or other events beyond the Company’s reasonable control.

8.4 The Customer must inspect Goods promptly upon completion of the Services and notify the Company of any visible loss or damage before the team leaves the delivery address, or as soon as reasonably possible thereafter.

8.5 Any claim must be made to the Company in writing within a reasonable period following completion of the Services, giving full details of the alleged loss or damage. The Customer must provide evidence, such as photographs, receipts or repair estimates, to support the claim.

8.6 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law.

9. Excluded and Special Items

9.1 The Company does not accept liability for loss of or damage to items of particular value, including but not limited to jewellery, cash, precious metals, important documents, collections or works of art, unless these have been expressly declared and agreed in writing prior to the booking and, where applicable, additional charges for special handling or insurance have been paid.

9.2 The Company reserves the right to refuse to move any item that, in the opinion of its staff, cannot be moved safely or without risk of damage to property, vehicles, personnel or the item itself.

10. Waste, Disposal and Environmental Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. It is not a general waste disposal carrier unless this service has been specifically agreed.

10.2 The Customer must not include general household waste, building rubble, hazardous materials or any other controlled waste among the Goods unless the Company has expressly agreed to provide a waste removal service and the necessary arrangements and charges have been confirmed.

10.3 If the Customer requests the Company to dispose of unwanted items, this must be agreed in advance. Additional charges will apply for disposal, recycling or transfer to licensed waste facilities.

10.4 The Company reserves the right to refuse to remove any waste that is unlawful to transport or dispose of, or that is not properly segregated and identified by the Customer.

11. Delays, Waiting Time and Force Majeure

11.1 While the Company will use reasonable efforts to adhere to agreed dates and times, all arrival and completion times are estimates and may vary due to traffic, weather, access issues or other operational factors.

11.2 The Company will not be liable for delays or failure to perform the Services where such delay or failure is caused by events beyond its reasonable control, including but not limited to accidents, breakdowns, extreme weather, public disturbances or acts of government.

11.3 Where the Company is required to wait beyond the agreed start time due to the Customer’s actions or omissions, the Company may charge waiting time at its standard hourly rates.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the team on site where possible, so that an immediate resolution can be attempted.

12.2 If the matter cannot be resolved on site, the Customer should submit a written complaint to the Company as soon as reasonably possible, providing full details of the issue, the date of service and any relevant evidence.

12.3 The Company will investigate the complaint and respond within a reasonable timeframe. The Company may request further information or evidence from the Customer to assist in resolving the matter.

13. Data Protection and Privacy

13.1 The Company will collect and process personal data provided by the Customer for the purposes of administering bookings, providing the Services, handling payments and dealing with enquiries or complaints.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to protect such data from unauthorised access, loss or misuse.

14. Governing Law and Jurisdiction

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

14.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the Services.

15. General Provisions

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

15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

15.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

15.4 The Company reserves the right to update or amend these Terms and Conditions from time to time. The terms applicable to a particular booking will be those in force at the time the booking is confirmed.