Man and Van West Hampstead Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van West Hampstead provides removal and related services within the United Kingdom. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, firm or company who requests or receives services from Man and Van West Hampstead.

Company means Man and Van West Hampstead, the provider of man and van, removal, and related services.

Services means any transport, removal, packing, loading, unloading, or associated service provided by the Company.

Goods means any items, property or belongings that are handled, transported or otherwise dealt with by the Company in the course of providing the Services.

Contract means the agreement between the Client and the Company comprised of these Terms and Conditions and any written quotation or confirmation issued by the Company.

2. Scope of Services

The Company provides man and van and removal services, including but not limited to collection, loading, transport, unloading, and where agreed, basic packing or unpacking. The Services are typically provided within West Hampstead and surrounding areas, but the Company also undertakes journeys to other locations within the United Kingdom subject to agreement.

The exact scope of Services, including the number of personnel, size of vehicle, loading and unloading locations, and any additional tasks, will be as stated in the quotation or agreed in writing prior to the booking being confirmed.

3. Booking Process

3.1 All bookings must be made directly with the Company. Bookings may be made verbally or in writing. The Company may request written confirmation of any verbal booking and reserves the right to refuse or cancel any booking where satisfactory details are not provided.

3.2 To provide an accurate quotation, the Client must supply clear and complete information regarding the nature and quantity of the Goods, access conditions at collection and delivery addresses, floor levels, parking availability, and any special handling requirements.

3.3 Quotations are based on the information supplied at the time of enquiry. If the information provided is incomplete or inaccurate, the Company may adjust the price or, in extreme cases, decline to carry out the work.

3.4 A booking is not confirmed until the Company has issued a confirmation and, where required, a deposit has been paid by the Client. The Company will not be liable for any costs or losses arising from any assumption that a booking has been made without written or explicit confirmation from the Company.

3.5 The Client must ensure that any necessary parking arrangements, permits or visitor vouchers are organised in advance, unless the Company has specifically agreed to arrange these as part of the Service.

4. Quotations and Pricing

4.1 Quotations may be provided as an hourly rate or as a fixed price. Where an hourly rate applies, time is usually charged from the scheduled arrival time or from when the vehicle departs the Company’s base, at the Company’s discretion, until completion of the job.

4.2 Fixed price quotations are based on the details supplied by the Client and assume reasonable access, no excessive waiting times, and no additional services beyond those specified. Should circumstances differ materially from those stated, the Company reserves the right to charge additional fees.

4.3 Unless expressly stated otherwise, quotations do not include insurance for high value or fragile items beyond the Company’s standard liability as set out in these Terms and Conditions. The Client is advised to arrange appropriate additional insurance where necessary.

4.4 The Company reserves the right to amend pricing where fuel costs, tolls, congestion charges or other external charges change significantly before the date of the job. Any such changes will be communicated to the Client as soon as reasonably practicable.

5. Payments and Deposits

5.1 The Company may require a deposit to secure a booking. The amount and due date of any deposit will be communicated at the time of booking. Deposits are non-refundable except where expressly stated in these Terms and Conditions or where the Company cancels the booking.

5.2 Unless otherwise agreed in writing, the balance of payment is due immediately upon completion of the Services on the day of the move. The Company reserves the right to refuse to unload Goods until full payment has been received.

5.3 The Company accepts payment by methods as advised at the time of booking. The Client must ensure that cleared funds are available on or before the date of the move.

5.4 If payment is not made when due, the Company may charge interest on the outstanding amount at the statutory rate from the date payment became due until the date it is received in full.

5.5 For business Clients, the Company may issue invoices payable within a specified period. Late payment may result in suspension of Services and the application of late payment fees and interest.

6. Cancellations and Changes

6.1 The Client may cancel or amend a booking by notifying the Company as soon as possible. All cancellations and changes must be confirmed by the Company to be effective.

6.2 If the Client cancels more than 48 hours before the scheduled start time, any deposit may be refunded or transferred at the Company’s discretion, after deduction of any reasonable administrative costs.

6.3 If the Client cancels within 24 to 48 hours of the scheduled start time, the Company may retain the deposit, and the Client may be charged a percentage of the estimated job cost to cover reserved time and resources.

6.4 If the Client cancels within 24 hours of the scheduled start time or fails to be present when the team arrives, the Company reserves the right to charge up to the full quoted price.

6.5 If the Client wishes to change the date, time, or scope of the booking, this will be subject to availability and may result in revised pricing. The Company will use reasonable efforts to accommodate changes but cannot guarantee that requests will be met.

6.6 The Company may cancel or reschedule a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, illness, or safety concerns. In such cases, any deposits paid will be transferred or refunded, and the Company’s liability will be limited to such refund or transfer.

7. Client Responsibilities

7.1 The Client must ensure that all Goods are properly packed, labelled, and ready for transport unless packing services have been specifically requested and confirmed.

7.2 The Client must provide clear instructions and ensure that someone with authority is present at both the collection and delivery addresses to direct the team and sign any necessary documentation.

7.3 The Client must secure all valuables, documents, money, jewellery, and other high value items. The Company will not be liable for loss of such items unless they have been specifically declared and accepted in writing.

7.4 The Client is responsible for safeguarding property at collection and delivery locations, including protecting floors, walls, and fixtures where necessary. The Company will take reasonable care but is not responsible for pre-existing damage or for minor scuffs or marks that may occur during normal moving operations.

7.5 The Client must ensure that the Goods are legal, safe to handle, and do not include prohibited items such as firearms, explosives, illegal substances, or hazardous materials, unless previously declared and accepted by the Company in compliance with applicable law.

8. Access, Parking and Delays

8.1 The Client must ensure adequate access for the vehicle and personnel at both collection and delivery points. This includes suitable parking within a reasonable distance of the property and clear access routes into and within the building.

8.2 Any parking permits, visitor passes, or special permissions required must be arranged in advance by the Client unless otherwise agreed. The Client is responsible for any parking fines or penalties arising from inadequate arrangements, unless directly caused by the Company’s negligence.

8.3 The Company will not be liable for delays caused by traffic, road closures, accidents, adverse weather, inadequate access, or any other circumstances beyond its reasonable control. Where such delays occur, additional time may be charged at the applicable hourly rate.

8.4 If access is significantly more difficult than described at the time of booking, the Company may charge extra for additional time, labour, or equipment, or may refuse to carry out part of the work where it would be unsafe to do so.

9. Liability and Limitation

9.1 The Company will exercise reasonable care and skill in the handling, loading, transport and unloading of Goods. However, the Company’s liability for loss or damage is limited as set out in this clause.

9.2 The Company will not be liable for loss or damage arising from:

a. Inadequate or improper packing by the Client.

b. The nature of the Goods, including inherent defects, wear and tear, or fragility.

c. Normal shifting or movement of Goods in transit where they have not been secured or packed by the Company.

d. Acts or omissions of the Client or any person acting on the Client’s instructions.

e. Events beyond the Company’s reasonable control, including but not limited to fire, theft, weather conditions, and road incidents not caused by the Company’s negligence.

9.3 The Company’s total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable cost of repair or replacement, subject to an overall financial limit per job, which will be communicated on request or in the quotation where applicable.

9.4 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or emotional distress arising out of or in connection with the Services.

9.5 The Client is encouraged to arrange additional insurance cover for Goods of high value or special importance. The Company’s standard liability is not intended to replace comprehensive removals insurance.

10. Claims and Complaints

10.1 Any visible loss or damage to Goods or property must be reported to the team on the day of the move and noted wherever possible.

10.2 All claims or complaints must be submitted to the Company in writing within seven days of the Services being completed, providing full details and supporting evidence where possible.

10.3 Failure to notify the Company within this time period may affect the Company’s ability to investigate or resolve the matter and may result in the claim being rejected.

10.4 The Company will investigate all properly notified complaints and will respond within a reasonable time. Where the Company is found to be at fault, it may, at its discretion, offer repair, replacement, or compensation up to the limits set out in these Terms and Conditions.

11. Waste, Disposal and Environmental Regulations

11.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal contractor and will only remove items for disposal where this has been specifically agreed in advance.

11.2 The Client must not require the Company to dispose of hazardous or regulated waste, including but not limited to chemicals, paint, asbestos, gas cylinders, or clinical waste. Such items must be handled through authorised waste carriers and disposal facilities.

11.3 Where the Company agrees to remove unwanted items, such items must be lawful to transport and dispose of. The Company reserves the right to refuse any items it reasonably believes may be illegal, unsafe, or non-compliant with waste regulations.

11.4 Any additional charges levied by licensed waste facilities, recycling centres, or local authorities in relation to the disposal of Goods will be passed on to the Client.

12. Storage

12.1 If the Company agrees to arrange or provide storage, the terms of any storage arrangement, including duration, charges, and access rights, will be set out separately or confirmed in writing.

12.2 Goods placed into storage may be subject to additional conditions and limitations of liability, which will be notified to the Client at the time of arranging storage.

13. Data Protection and Privacy

13.1 The Company will collect and use personal data provided by the Client for the purposes of managing bookings, providing Services, processing payments, and fulfilling its legal obligations.

13.2 The Company will take reasonable steps to protect personal data from unauthorised access, loss or misuse and will only retain such data for as long as necessary for these purposes or as required by law.

14. Termination

14.1 The Company may terminate the Contract immediately if the Client commits a material breach of these Terms and Conditions, fails to make payment when due, or acts in a threatening or abusive manner towards staff.

14.2 Upon termination, the Client shall pay for all Services provided up to the date of termination and for any costs incurred by the Company as a result of the termination.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any Contract between the Client and the Company shall be governed by and construed in accordance with the laws of England and Wales.

15.2 Any dispute arising out of or in connection with these Terms and Conditions or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. General Provisions

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

16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

16.3 The Client may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.

16.4 The Company reserves the right to amend these Terms and Conditions from time to time. The version applicable to a particular booking will be the version in force at the time the booking was confirmed.

By confirming a booking with Man and Van West Hampstead, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.