Terms and Conditions
Man with Van Plumstead Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Plumstead provides removal, transportation, delivery and related services. By making a booking, using our services, or allowing our staff or vehicles to attend your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:
1.1 We, us, our means the provider of the Man with Van Plumstead service.
1.2 You, your means the customer, being the individual or business that requests or uses our services.
1.3 Services means any removal, man and van, transport, loading, unloading, packing, unpacking, furniture moving, collection, delivery, or related services that we provide.
1.4 Vehicle means any van or other vehicle used by us in the provision of the services.
1.5 Goods means the items, belongings, furniture, personal effects, equipment or other property that you ask us to move, transport, handle, store or otherwise deal with.
1.6 Service area means the areas in which we ordinarily offer man and van and removal services, which may include local and longer-distance journeys as agreed at the time of booking.
2. Scope of Services
2.1 We provide man and van and removal services for domestic and commercial customers, including local moves, item collections and deliveries, and transport within and beyond our usual service area, subject to agreement at booking.
2.2 We reserve the right to refuse to carry certain items, including but not limited to hazardous materials, illegal items, perishable goods, live animals, flammable or explosive substances, or any items that, in our reasonable opinion, may pose a risk to health, safety, property, or the Vehicle.
2.3 We do not provide specialist services such as dismantling or assembling complex equipment, disconnecting or reconnecting gas or electrical appliances, or moving items that require specialist lifting equipment, unless specifically agreed in writing in advance.
3. Booking Process
3.1 Bookings can be made by contacting us and providing full details of the required services, including collection and delivery addresses, approximate inventory of goods, preferred dates and times, access details, and any special requirements.
3.2 When you request a quotation, we will base it on the information you provide. Any quotation is an estimate only and may be revised if the information given is incomplete or inaccurate, or if the scope of the work changes.
3.3 A booking is only confirmed when we have accepted your request for services and provided you with a confirmation, which may include the agreed date, time window, rate structure, and any deposit required.
3.4 You are responsible for ensuring that all information provided at the time of booking is accurate and complete. If access is restricted, parking is difficult, or the volume or nature of the goods is significantly different from what was described, additional charges may apply and we may need to adjust or reschedule the service.
3.5 We reserve the right to refuse any booking at our discretion.
4. Pricing and Payment
4.1 Our charges may be based on hourly rates, fixed prices, or a combination of both, as stated at the time of booking. Any minimum charge period will be explained before you confirm your booking.
4.2 Unless otherwise agreed, time-based charges start from the time our Vehicle and staff arrive at the collection address or, if we are unable to gain access due to circumstances within your control, from the scheduled arrival time.
4.3 Parking fees, toll charges, congestion or clean air zone charges, and any other unavoidable travel-related costs may be added to your final bill where applicable.
4.4 We may require a deposit to secure your booking. Any deposit amount and due date will be confirmed at the time of booking. Your booking is not guaranteed until the required deposit has been received in cleared funds.
4.5 Unless otherwise agreed, payment of the balance is due immediately upon completion of the service on the day of the move. We may refuse to unload the Vehicle until payment has been made in full.
4.6 Payment methods will be confirmed at the time of booking. You are responsible for ensuring that you have available funds and an accepted method of payment on the day of service.
4.7 If payment is not made on time, we reserve the right to charge reasonable interest on overdue amounts and to recover from you all costs incurred in the collection of such sums, including legal costs and recovery fees.
5. Cancellations, Rescheduling and Waiting Time
5.1 You may cancel or reschedule your booking by giving us notice. The amount of notice required, and any applicable charges, will depend on how close to the service date you cancel.
5.2 If you cancel with more than 72 hours notice before the scheduled start time, any deposit paid may be refunded or transferred to a new date, at our discretion.
5.3 If you cancel with less than 72 hours notice before the scheduled start time, we reserve the right to retain all or part of any deposit paid and to charge a cancellation fee to cover our reasonable costs and loss of business.
5.4 If you cancel on the day of the move or if we attend and are unable to complete the service due to circumstances within your control, we may charge up to the full quoted amount.
5.5 If you wish to reschedule, we will try to accommodate your new preferred date and time, but this cannot be guaranteed and may be subject to revised pricing.
5.6 Waiting time caused by lack of access, delay in keys being released, incomplete packing, or other reasons outside our control may be charged at our standard hourly rate or as otherwise agreed.
6. Your Responsibilities
6.1 You are responsible for:
a. Ensuring that all goods are properly packed, boxed, and prepared for transport unless you have specifically booked packing services.
b. Ensuring that fragile items are appropriately protected and clearly marked.
c. Providing accurate access information for both collection and delivery addresses, including any parking restrictions, stairs, lifts, narrow doors, or other relevant details.
d. Arranging suitable parking and, where necessary, obtaining any permits required for our Vehicle to park legally and safely during the service.
e. Being present, or making sure a responsible representative is present, throughout the service to provide instructions and sign any required documentation.
f. Checking that nothing is left behind at the collection address before our team departs.
6.2 You confirm that you are the owner of the goods or have full authority from the owner to enter into this contract and to allow us to handle and transport the goods.
7. Our Responsibilities
7.1 We will provide the services with reasonable care and skill, using staff and vehicles that are suitable for the agreed work.
7.2 We will make reasonable efforts to adhere to any agreed arrival and delivery times, but such times are estimates and cannot be guaranteed. We are not liable for delays caused by traffic, weather, road closures, breakdowns, or other events beyond our reasonable control.
7.3 If we expect a significant delay or are unable to attend due to unforeseen circumstances, we will notify you as soon as reasonably practicable and seek to rearrange the service.
8. Liability for Loss or Damage
8.1 Our liability for loss of or damage to goods is limited as set out in this section. You are advised to obtain appropriate insurance cover for high-value or fragile items and for the overall move if you require greater protection than that provided under these Terms and Conditions.
8.2 We will not be liable for:
a. Loss or damage arising from your failure to pack goods properly, unless we have provided a packing service for those specific items.
b. Damage to items that are inherently fragile or have a pre-existing defect, including but not limited to assembled flat-pack furniture, glass, mirrors, ceramics, and electrical appliances.
c. Loss or damage to goods not handed to us, or not ready for collection at the agreed time.
d. Loss or damage arising from your failure to warn us about any special handling requirements.
e. Loss or damage caused by wear and tear, gradual deterioration, or inherent defects in the goods.
8.3 Our total liability for any claim for loss or damage to goods shall not exceed a reasonable replacement value for the affected items, subject to any specific limitations agreed with you at the time of booking.
8.4 We will not be liable for any indirect or consequential loss, such as loss of profit, loss of use, or loss of opportunity, arising from or in connection with our services.
8.5 You must notify us in writing of any apparent loss or damage as soon as reasonably possible and, in any event, within 7 days of completion of the service. Evidence such as photographs and a description of the circumstances may be required to assess any claim.
8.6 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited or excluded.
9. Building, Access and Property Damage
9.1 We will take reasonable care to avoid damage to property when moving goods in and out of buildings and vehicles. However, we are not liable for damage caused where it results from moving large or awkward items into or out of properties with limited access, narrow stairways, or insufficient space.
9.2 If, at your request, we attempt to move items in a manner that we advise carries a risk of damage to the item or the property, you accept that risk and we will not be liable for any resulting damage.
9.3 You are responsible for protecting floors, walls, and fixtures where necessary, and for ensuring that access routes are clear and safe.
10. Waste, Disposal and Environmental Regulations
10.1 We operate in accordance with applicable waste and environmental regulations. We are not a general waste collection service and will not remove household refuse, builder's waste, or hazardous waste unless specifically agreed in advance and in compliance with relevant regulations.
10.2 Where we agree to dispose of unwanted items on your behalf, you confirm that you have the right to dispose of those items and that they do not include hazardous or regulated waste.
10.3 Certain items may require specialist disposal under waste regulations. If such items are presented to us without prior notice, we may refuse to carry them or may charge additional fees to arrange compliant disposal.
10.4 Fly-tipping or unlawful disposal is strictly prohibited. We will only dispose of items at authorised sites or through authorised partners. You must not ask us to dispose of items in any way that would breach environmental or waste laws.
11. Customer Conduct and Health and Safety
11.1 You agree to treat our staff with respect and to refrain from any abusive, threatening or discriminatory behaviour. We reserve the right to withdraw our services immediately if our staff are subjected to such behaviour, and you will remain liable for any charges incurred up to that time.
11.2 For health and safety reasons, you must not instruct our staff to carry out tasks that involve unsafe lifting practices, working at height without appropriate equipment, or any other activity that contravenes health and safety guidelines.
11.3 You must ensure that children and pets are kept away from areas where loading, unloading, or heavy lifting is taking place.
12. Events Outside Our Control
12.1 We are not liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to severe weather, accidents, road closures, breakdowns, illness, strikes, or acts of government or public authorities.
12.2 If an event outside our control occurs, we will inform you as soon as reasonably practicable and will take reasonable steps to minimise the impact on the services. Where necessary, we may arrange a new date or time to complete the work.
13. Complaints and Dispute Resolution
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we have an opportunity to address your concerns.
13.2 Any complaint should include full details of the service, dates, addresses, and a clear description of the issue. Supporting evidence such as photographs may assist in our investigation.
13.3 We will review your complaint and respond within a reasonable time, setting out our findings and any proposed resolution.
14. Privacy and Data
14.1 We will collect and use your personal information only as necessary to provide the services, manage your booking, process payments, and communicate with you.
14.2 We will take reasonable steps to keep your personal information secure and will not sell your data to third parties for marketing purposes.
14.3 By using our services, you consent to the use of your personal information in accordance with these Terms and Conditions and any applicable data protection laws.
15. Amendments to These Terms
15.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that particular service.
15.2 Any material changes to these terms will be made available on request. It is your responsibility to review the current terms when making a new booking.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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.
By confirming a booking or using the services of Man with Van Plumstead, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
