Terms and Conditions for Man With A Van Chiswick Services

These Terms and Conditions set out the basis on which Man With A Van Chiswick provides transport, moving, and related courier-style services to customers in the UK. By making a booking, confirming a quote, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are designed to create a clear, fair, and practical agreement between the customer and the service provider.

In these Terms, the words “we”, “us”, and “our” refer to the service provider operating under the name Man With A Van Chiswick. The words “you” and “customer” refer to the person or business making the booking or receiving the service. These terms apply to all standard van transport jobs, man and van removals, item collections, deliveries, and similar services, unless a separate written agreement says otherwise.

By proceeding with a booking, you confirm that you are at least 18 years old and legally capable of entering into a binding contract. If you are booking on behalf of a company, organisation, or another person, you confirm that you have authority to do so. Any instructions provided at the time of booking must be accurate and complete. If information changes before the service date, you must notify us promptly so that the booking can be updated if necessary.

Booking Process

Bookings may be requested by phone, email, message, online form, or any other accepted method of communication. A quote may be provided based on the details supplied by the customer, including the collection and delivery addresses, the type and amount of items, access conditions, required crew size, distance, timing, and any special handling requirements. Quotes are usually based on the information available at the time and may be revised if the actual job differs from the description provided.

To secure a booking, the customer may need to accept the quote and, where required, pay a deposit or provide payment details. A booking is only confirmed once we have clearly accepted it and, where relevant, received the agreed deposit. Until confirmation is issued, availability is not guaranteed. We reserve the right to refuse a booking if the job is unsafe, unlawful, impractical, outside the scope of our services, or if we believe the information provided is misleading.

Customers must ensure that all items are ready for collection at the agreed time and that parking, access, building entry, and lift arrangements are in place where required. If a property has restricted access, limited parking, or other conditions that may affect the service, this must be disclosed in advance. Delays caused by incorrect information, inaccessible premises, or unavailable items may result in additional charges, waiting time fees, or rescheduling.

We aim to arrive within the agreed time window, but service times are estimates and may be affected by traffic, weather, loading delays, or circumstances beyond our control. If there is a significant delay, we will make reasonable efforts to inform the customer. Unless specifically agreed in writing, time is not of the essence. The customer should keep relevant decision-makers available during the service day in case clarification is needed.

Payments and Charges

Payment terms will be set out in the quote or booking confirmation. Unless otherwise agreed, payment is due on completion of the service. We may require a deposit, part-payment, or full payment in advance for some bookings, especially for larger jobs, peak periods, long-distance work, or where third-party costs are involved. Any deposit paid may be non-refundable to the extent permitted by law where a cancellation is made by the customer.

Accepted payment methods may include bank transfer, card payment, cash, or other methods agreed in advance. If payment is not made by the required time, we reserve the right to suspend, delay, or refuse the service, and to charge reasonable recovery costs where permitted by law. Any bank charges, chargeback fees, or failed payment costs caused by the customer’s actions may be added to the amount due.

Our prices may include labour, vehicle use, fuel, and standard loading and unloading, but may exclude congestion, parking penalties, tolls, ferry fees, storage charges, specialist packing materials, dismantling, or heavy-item handling unless expressly stated. If the actual work exceeds the original scope, we may apply additional charges based on time, labour, vehicle size, extra mileage, or specialist equipment. Any such changes will normally be explained before the extra work is carried out, where reasonably possible.

All quotations are based on the understanding that the job can be completed under normal conditions. If the customer requests changes on the day, such as additional stops, extra items, upstairs carrying without lift access, longer waiting time, or a larger van, the price may be adjusted accordingly. A written estimate or quote is not a fixed price unless clearly stated as such. Any discount or promotion applies only in the circumstances described and cannot be combined unless agreed.

Cancellations, Rescheduling, and No-Shows

Customers may request cancellation or rescheduling, but any refund or fee waiver will depend on the amount of notice given and any costs already incurred. If you need to cancel, you should notify us as early as possible. Where a deposit has been paid, it may be retained to cover administration, lost time, vehicle allocation, or other reasonable costs, subject to applicable consumer law. If the service has already started, you may be charged for work completed up to the point of cancellation.

If a customer is not present at the agreed time, fails to provide access, cannot be contacted, or is otherwise unable to proceed, this may be treated as a no-show. In such cases, we may wait for a reasonable period and then either leave the site and charge a call-out or waiting fee, or cancel the service and apply charges for wasted time and resources. Rebooking may be possible, but it will be subject to availability and may incur additional costs.

We may also cancel or reschedule a booking if necessary because of vehicle breakdown, staff illness, severe weather, unsafe access, road closure, legal restrictions, or any event outside our reasonable control. In these circumstances, we will use reasonable efforts to rearrange the service or provide a refund for any part not performed. Our liability for cancellation in such cases is limited to the amount paid for the affected booking, except where law requires otherwise.

If the customer changes the job significantly after booking, we may treat the revised requirement as a new or amended booking. This may affect the price, vehicle size, crew size, or scheduled time. We are not responsible for losses caused by the customer’s failure to provide correct details, failure to confirm access, or failure to be ready when the vehicle arrives.

Liability and Customer Responsibilities

We will take reasonable care when handling goods, loading items, and carrying out the service. However, the customer is responsible for ensuring that all items are suitable for transport and properly prepared. Fragile, valuable, antique, irreplaceable, or high-risk items should be declared in advance. Unless we have expressly agreed to pack, dismantle, or wrap items, the customer is responsible for their safe preparation. We do not accept responsibility for damage caused by poor packing, hidden defects, or inherent weakness in an item.

To the extent permitted by law, we are not liable for indirect, consequential, or economic losses, including loss of profit, loss of opportunity, loss of business, or emotional distress. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Where we are found legally responsible for loss or damage to items, our liability will ordinarily be limited to the lesser of the item’s repair cost, replacement value, or the service value, unless a higher limit has been agreed in writing.

The customer must ensure that items are legally owned by them or that they have authority to move them. We are entitled to refuse to transport goods that are dangerous, illegal, improperly packaged, contaminated, perishable without adequate protection, or likely to cause damage to the vehicle, other property, or people. This includes, without limitation, hazardous materials, firearms, live animals, illegal substances, and items requiring specialist licensing or permits unless we have agreed otherwise in writing and all legal requirements are met.

We may move furniture, boxes, appliances, and other household or commercial items as part of the service, but the customer must disclose weight, size, and condition in advance. If an item is too heavy, too large, or unsafe to move manually, we may decline to move it or request additional help or equipment. Any assistance provided with stairs, narrow hallways, or difficult access is given on the basis that the customer has provided accurate information and that the route is reasonably safe.

Waste Regulations and Disposal Rules

Where our service includes the removal or disposal of unwanted goods, the customer must only present waste that can lawfully be collected, transported, and disposed of. The customer is responsible for declaring what the waste contains and whether it includes recyclable materials, electrical items, furniture, building waste, mattresses, garden waste, or other regulated materials. We may refuse any load that appears contaminated, hazardous, fly-tipped, or not properly described.

All waste handling will be carried out in accordance with applicable UK waste regulations, including relevant duty of care requirements. The customer confirms that they are entitled to request disposal of the items and that the waste does not contain prohibited substances or materials requiring special handling unless this has been expressly agreed. If waste transfer notes, proof of origin, or other legal records are required, the customer agrees to provide the necessary information and assist with compliance.

We reserve the right to separate items for recycling, reuse, or lawful disposal where appropriate. If waste is incorrectly described, misclassified, or contains hidden hazardous components, we may charge extra for specialist handling, return transport, or lawful disposal costs. The customer will be responsible for any fines, penalties, or enforcement action arising from false declarations, unlawful disposal requests, or failure to comply with waste laws, unless caused solely by our breach of duty.

Items left for disposal become our responsibility only once collected and accepted by us for lawful processing. We do not guarantee that every item will be reused, resold, or recycled, as final handling depends on condition, category, and legal restrictions. No waste may be handed over to us with the expectation that it will be managed outside the law. We will not knowingly participate in any disposal arrangement that breaches duty of care or environmental legislation.

Claims, Complaints, and Force Majeure

Any complaint about missing items, damage, delays, or service quality should be raised as soon as reasonably possible after the issue is noticed. Where a claim relates to damage, the customer should provide clear details and, if appropriate, photographs and supporting evidence. We may need the opportunity to inspect the item and consider whether the issue was caused by our actions, pre-existing damage, or factors outside our control.

We will assess reasonable claims fairly and in line with these Terms and any legal obligations that apply. If a problem can be resolved by repair, reimbursement, partial refund, or another practical remedy, we may offer that option instead of full replacement. Any settlement offered without admission of liability is made on a goodwill basis unless we expressly state otherwise. No claim may be reduced or avoided by withholding payment for unrelated services.

We are not responsible for any delay or failure to perform caused by events beyond our reasonable control, including extreme weather, accidents, traffic disruption, strikes, civil disturbance, government action, fire, flood, power failure, illness, or supply chain interruption. In such circumstances, we may suspend performance for the duration of the event and rearrange the service when reasonably practical. If the event continues for an extended period, either party may cancel the affected booking.

Nothing in this section affects any rights you may have under UK consumer law. If you are a consumer, you may have statutory rights that cannot be removed by contract, including rights relating to services performed with reasonable care and skill. These Terms are intended to work alongside those rights, not replace them. If any part of these Terms is found to be unenforceable, the remaining sections will continue in force.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with 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 the law requires that another court has authority or where consumer protection rules provide otherwise. If any wording in these Terms conflicts with mandatory legal rights, those rights will prevail.

By booking Man With A Van Chiswick, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We may update these Terms from time to time to reflect changes in our services, legal requirements, or operational practices. The version in force at the time of your booking will apply to that booking unless a later change is agreed in writing. Customers should keep a copy of the terms relevant to their order for their own records.