Man With Van Thamesmead Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Thamesmead provides moving, transport, and related handling services to customers in the UK. By making a booking, confirming an estimate, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before proceeding with any service. They are designed to create a clear understanding of responsibilities, limitations, and payment obligations so that the service can be carried out in a fair and professional manner.

In these terms, references to “we,” “us,” and “our” mean the service provider operating under the name Man With Van Thamesmead. References to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms apply to all standard man and van services, single-item transport, light removals, collections, deliveries, loading assistance, and any additional agreed handling work. Any special instructions must be provided in advance and confirmed in writing where possible.

We reserve the right to amend these terms from time to time. Any updated version will apply to future bookings and, where legally permitted, to ongoing work if the customer has been informed of the change. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights under UK consumer law.

Booking Process

Bookings for Man With Van Thamesmead services are normally accepted by phone, email, online form, or any other communication channel we make available. A booking request does not become final until we have confirmed availability, key service details, and the estimated price or pricing basis. We may ask for information such as collection and delivery addresses, item description, access conditions, estimated floor levels, parking restrictions, and any special lifting or dismantling requirements. The customer is responsible for providing accurate and complete information at the time of booking.

If the service depends on an hourly rate, a fixed quote, or an estimated range, the final charge may vary if the information supplied was incomplete or inaccurate, or if the scope of the job changes on the day. We may refuse or withdraw a booking if the required vehicle, staffing level, or access conditions are not suitable, or if the requested work would breach safety, legal, or operational limits. Any time or date offered remains subject to availability until confirmed by us. If you need to change the schedule, you must notify us as soon as possible so that we can assess whether the amended arrangement can be accommodated.

Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Payment terms will be explained at the time of booking or in the written confirmation. Unless a different arrangement has been agreed, payment is due on completion of the service and before unloading is completed, particularly where cash, bank transfer, or card payment is required on the day. We may request a deposit, partial prepayment, or card authorisation for some bookings, especially for larger jobs, peak periods, repeat cancellations, or work involving third-party costs.

Prices may be based on time, distance, size and weight of items, number of crew members, waiting time, access difficulty, congestion charges, parking fees, tolls, congestion-related costs, and any additional services agreed in advance. Extra charges may apply where there are delays caused by the customer, unexpected stairs, limited access, unsafe loading conditions, waiting beyond the agreed time, or item descriptions that differ materially from the booking information. We will aim to explain any additional charge before it is incurred where this is reasonably possible. If payment is not made when due, we may suspend services, withhold delivery, or pursue recovery of outstanding sums in accordance with applicable law.

Cancellations, Rescheduling, and Customer Delay

We understand that plans can change, so customers may request cancellation or rescheduling. If you cancel in advance, any refund or cancellation fee will depend on the timing of the cancellation, the resources already committed, and any non-recoverable expenses incurred by us. Where a deposit has been taken, it may be retained in part or in full to cover administration, reserved vehicle time, or other direct costs, subject to consumer law. For short-notice cancellations or missed appointments, a reasonable charge may apply.

If we arrive at the agreed time and are unable to start work because access is blocked, the customer is not present, items are not ready, or information provided by the customer was materially inaccurate, we may treat the booking as a late cancellation or waiting-time event. In such cases, additional charges may apply. If you ask us to pause, postpone, or substantially alter the agreed work once we have commenced, we may charge for the time already spent and any additional resources required. We will always aim to act fairly and proportionately.

If we must cancel or postpone due to vehicle breakdown, staff unavailability, unsafe conditions, severe weather, or circumstances beyond our reasonable control, we will notify you as soon as practicable and may offer an alternative time. Our liability for such cancellation will be limited to a refund of any amounts paid for the affected portion of the service, unless a greater remedy is required by law. We will not be responsible for indirect losses arising from a change in schedule, except where the law says otherwise.

Liability, Insurance, and Item Handling

We will take reasonable care when handling goods, furniture, boxes, appliances, and other agreed items. However, many items are fragile, second-hand, poorly packed, or inherently sensitive to movement, and some risks cannot be eliminated entirely. You are responsible for ensuring that items are suitably packed, labelled, and protected unless we have expressly agreed to pack them for you. We are not liable for damage caused by faulty packing, unsuitable containers, pre-existing defects, ordinary wear and tear, hidden weakness, or items disassembled by the customer or a third party.

Our liability for loss or damage will be assessed in line with applicable UK law and any insurance cover we maintain. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, our liability for ordinary service issues is limited to the direct loss reasonably foreseeable at the time of booking, and we will not be responsible for indirect or consequential loss such as loss of profit, loss of business, missed appointments, or emotional distress.

If you believe an item has been damaged or lost, you must notify us promptly and, where possible, before the job is completed. Claims should include a description of the item, evidence of condition before and after transit, and any supporting photographs. You must allow us a reasonable opportunity to inspect the item and investigate the matter. No liability will be accepted for claims made after a reasonable period if the issue could have been identified earlier. Any compensation, if due, will be limited to the lower of the repair cost, replacement value, or the insured amount available, subject to legal requirements.

Waste Regulations and Responsible Disposal

Where our service includes removal, disposal, or transport of waste, the customer must ensure that the waste is accurately described and presented for collection in a lawful manner. We only handle waste in accordance with relevant UK waste management rules, including the duty to transfer waste to an authorised person or facility where applicable. We may refuse any material that appears hazardous, unlawful, contaminated, or outside the scope of the agreed booking. This includes, but is not limited to, chemicals, asbestos, medical waste, explosives, gas cylinders, and other regulated substances unless we have expressly agreed and are licensed or authorised to handle them.

The customer is responsible for declaring the nature of waste before collection. If waste is misdescribed or contains prohibited items, we may terminate the service immediately, charge for the time already spent, and recover any additional costs, fines, or disposal charges arising from the inaccurate description, to the extent permitted by law. We may require the customer to sign a transfer note, declaration, or other record confirming the type and quantity of waste. Where we arrange disposal on your behalf, you agree to provide truthful information and to cooperate with any lawful documentation requirements.

We support environmentally responsible disposal and expect customers to separate waste where practical. Reusable items, recyclable materials, and general waste should be identified clearly if the service includes sorting or removal. We are not responsible for the contents of sealed containers unless we have been given a proper opportunity to inspect them and have agreed to handle them. If items are abandoned, contaminated, or subject to special controls, we may decline collection or charge additional fees for safe handling and lawful disposal. Any unlawful dumping, fly-tipping, or disposal request will be refused without exception.

Customer Responsibilities and Access Requirements

To enable the service to proceed efficiently, you must ensure that access routes, parking arrangements, and property entry points are suitable for the booked vehicle and crew. You are responsible for obtaining any necessary permissions from landlords, building managers, neighbours, or local authorities where relevant. If parking permits, loading bays, lift access, or time-restricted entry are needed, these must be arranged by you unless we have specifically agreed to manage them. Any delays caused by missing permissions, restricted access, or inaccurate directions may result in additional charges.

You must also make sure that the items to be moved are ready for transport at the agreed time, with any hazardous, prohibited, or high-value contents identified in advance. If disassembly or reassembly is required, the customer should advise us beforehand, as this may affect the estimate and time needed. We may refuse to move items that are unsafe to lift, too heavy for the agreed crew, likely to cause damage to property, or likely to breach health and safety rules. Our team may decline to enter a property or handle an item if it would place them at risk.

Where appropriate, the customer should keep a record of valuable items, model numbers, or serial numbers. You remain responsible for securing passports, cash, jewellery, medicines, confidential files, and other personal effects unless we have expressly agreed to transport them. We recommend that you keep these items with you. We are not liable for items left unattended in unsecured locations, nor for losses caused by the customer’s failure to supervise the move where supervision is necessary.

Complaints, Force Majeure, and Governing Law

If you are dissatisfied with any part of the service, please raise the issue as soon as possible so that we can review it promptly. We will seek to resolve complaints in a reasonable and practical way, which may include investigation, clarification, correction, or other proportionate steps. Raising a complaint does not automatically entitle you to withhold payment for the undisputed part of the service that has already been provided. Any agreed refund or adjustment will be made only after proper review of the circumstances.

We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, traffic disruption, road closures, accidents, industrial action, acts of terrorism, fire, flood, epidemic restrictions, or government action. In such circumstances, we may suspend or reschedule the service without liability for indirect losses. If the event continues for a significant period, either party may be entitled to cancel the affected booking, subject to payment for work already completed and any unavoidable costs incurred up to that point.

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer protection rules provide otherwise. By booking Man With Van Thamesmead, you acknowledge that you have read, understood, and agreed to these Terms and Conditions and accept that they form the contract between you and us for the provision of services.