Man With Van Richmond upon Thames Service Terms and Conditions

These service terms and conditions set out the basis on which man with van Richmond upon Thames services are provided to customers in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to create a clear understanding of what is included in the service, how bookings are handled, what charges may apply, and which responsibilities remain with the customer.

The terms apply to domestic, commercial, and general transport work carried out by a man and van Richmond upon Thames provider, including single-item moves, part-load transport, collection and delivery work, furniture relocation, and similar assignments. They do not create any obligation for the provider to carry out unlawful, unsafe, or impractical work. The service may be refused, postponed, or limited where circumstances make it necessary to do so.

In these terms, references to ???we??�, ???us??�, or ???our??� mean the service provider operating the man with a van Richmond upon Thames service. References to ???you??� or ???your??� mean the customer or the person making the booking. The customer must ensure that anyone acting on their behalf understands and accepts these terms. If a booking is made for a third party, the person arranging the service remains responsible for providing accurate information and ensuring payment is made in accordance with the agreed terms.

1. Booking Process

A booking is considered confirmed only when the required details have been provided and the booking has been accepted by us. The customer must supply accurate information regarding the items to be moved, collection and delivery locations, access conditions, floor levels, parking restrictions, weight, volume, and any other factor likely to affect the service. If the information later proves inaccurate, we may adjust the price, vary the scope of the service, or refuse to proceed if the revised circumstances are not suitable.

We may provide an estimate based on the information supplied. An estimate is not a fixed quotation unless expressly stated as such in writing. A quote may depend on waiting time, access issues, additional labour, congestion, parking, or extra items not originally disclosed. The customer acknowledges that the final charge may change if the actual work differs from the description given at the time of booking. Any change in scope must be agreed before additional work is undertaken where reasonably practicable.

The customer is responsible for ensuring that the items are ready at the agreed time and that any required permissions, building access arrangements, permits, lift bookings, loading bay access, or parking arrangements are in place. Delays caused by incomplete preparation may result in waiting charges or rescheduling fees. If access is restricted, unsafe, or not as described, we may not be able to complete the service as planned. In such cases, any additional cost arising from delay or failed access may be charged to the customer.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in providing the service. However, the customer must cooperate throughout the job and ensure that items are adequately packed, secured, and suitable for transport unless packaging or handling has been specifically agreed as part of the service. Fragile, valuable, antique, or irreplaceable items should be declared in advance. We may refuse to move items that are improperly packed or present an unreasonable risk of damage.

The customer must ensure that nothing to be transported is prohibited by law, dangerous, illegal, or likely to cause harm, contamination, or damage. This includes, but is not limited to, hazardous materials, pressurised containers, explosives, flammable substances, live animals, cash, controlled drugs, or items whose transport is restricted by law. If such items are discovered, we may refuse to carry them and may end the job if necessary, with charges remaining payable for work already completed or time already committed.

Where disassembly, reassembly, lifting, or manoeuvring of furniture is required, the customer must disclose this in advance. We may decline to move items that are too heavy, too large, structurally unstable, or unsafe to handle with the available equipment or personnel. Our operatives are not required to carry out work that could reasonably place them, the customer, or property at risk. If any item cannot be safely moved, we may leave it in situ and charge for the attendance and any work already performed.

3. Payments and Charges

Payment terms will be set out at the time of booking or on the invoice. Unless otherwise agreed, payment is due immediately upon completion of the service. We may require a deposit, part-payment, or advance payment before the job begins, particularly for larger moves, peak periods, or repeat cancellations. Any deposit paid may be non-refundable except where the cancellation is made by us or where a refund is required by law.

Accepted payment methods may vary and will be confirmed in advance. The customer is responsible for ensuring payment is made in full and cleared funds. If payment is not made on time, we reserve the right to charge interest on overdue amounts at the statutory rate, together with reasonable costs of recovery. Any bank charges, failed payment fees, or admin costs caused by declined payments or incorrect payment details may also be charged to the customer.

Additional charges may apply for waiting time, congestion, parking, extra labour, long carries, stair carries, fuel surcharges, out-of-hours work, same-day bookings, dismantling or reassembly, and disposal or recycling services if specifically agreed. If a job takes significantly longer than anticipated due to inaccurate information or circumstances beyond our control, the customer may be charged for the extra time at the applicable rate. Any unused time or service components are not automatically refundable unless otherwise agreed in writing.

4. Cancellations, Postponements, and No-Shows

The customer may cancel or reschedule a booking by giving notice as early as possible. Cancellation charges may apply depending on the time of notice, the nature of the job, and whether resources have already been committed. If notice is given too late to reallocate the vehicle, staff, or time slot, we may charge a cancellation fee that reflects the loss incurred. Deposits may be retained in whole or in part to cover reasonable administrative and operational costs.

If the customer is not present, cannot be reached, fails to provide access, or is otherwise unable to proceed at the agreed time, the booking may be treated as a no-show. In such circumstances, a call-out fee, waiting fee, or full cancellation fee may be applied. Repeated late cancellations or no-shows may result in future bookings being declined. If we must cancel or postpone for operational reasons, we will use reasonable efforts to offer an alternative date or a refund where appropriate.

If extreme weather, traffic disruption, road closures, vehicle breakdown, staff illness, safety concerns, or other events outside our reasonable control prevent performance, we may reschedule without liability for any indirect loss. We will act reasonably in the circumstances and keep the customer informed where possible. The customer agrees that delay alone does not automatically amount to breach of contract where the delay arises from events beyond our control.

5. Liability, Damage, and Insurance

We will take reasonable care while handling items and property. However, our liability is limited to losses directly caused by our negligence or breach of these terms. We are not responsible for pre-existing damage, ordinary wear and tear, defects in items, or damage caused by inadequate packing, unstable furniture, hidden weaknesses, or information withheld by the customer. Customers should inspect items before and after the move wherever practicable.

Where damage is alleged, the customer must notify us as soon as reasonably possible and provide sufficient detail to allow the matter to be investigated. Claims should include photographs, a description of the affected item, and any supporting evidence. We may require the damaged item to be retained for inspection. Our liability for loss or damage, where established, may be limited to the reasonable repair cost or the fair replacement value of the item, subject always to any mandatory legal limits.

6. Exclusions and Limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any loss arising from delay, except where such loss is a direct and foreseeable result of our breach and is recoverable at law.

We are not liable for items left unattended at the customer???s request, nor for loss resulting from incorrect instructions, incomplete addresses, inaccessible premises, or the customer???s failure to safeguard valuables. The customer remains responsible for insurance of goods in transit where their own cover is desired. Any insurance arrangements offered by us, if applicable, will be subject to separate policy terms and exclusions.

If our operatives are asked to enter property, use lifts, move items through tight spaces, or place items in a specific location, the customer accepts responsibility for ensuring that the route and destination are suitable. We do not guarantee that every item can be moved without risk if access is difficult or if the item is large, delicate, or poorly constructed. Our duty is to act with reasonable skill and care, not to guarantee an outcome beyond safe and practical performance.

7. Waste Regulations and Disposal

Where waste collection, removal, disposal, or recycling is included in the service, the customer must provide an accurate description of the waste and confirm that they have the right to dispose of it. We may require separation of waste into suitable categories, such as general waste, recyclable materials, bulky waste, or reusable items. We do not accept responsibility for classifying waste unless specifically agreed in writing and lawful to do so on the facts provided.

All waste services will be carried out in compliance with applicable UK waste regulations, including the duty of care, licensing requirements, and lawful transfer of waste to authorised facilities or carriers where relevant. The customer must not include hazardous, clinical, electrical, or controlled waste unless this has been disclosed and expressly accepted in advance. If undeclared regulated waste is presented, we may refuse collection, charge for wasted attendance, or terminate the job immediately.

The customer may be asked to confirm ownership of the waste or authority to arrange its removal. If waste is transferred by us on the customer???s behalf, the customer agrees to provide truthful information and cooperate with any reasonable documentation needed for lawful handling. We do not knowingly dispose of waste unlawfully. If any item is found to be unsuitable for disposal through the agreed route, we may return it, quarantine it, or refer the matter back to the customer for instructions, where lawful and practical.

8. Changes to the Service

We may modify the service plan where needed for safety, efficiency, or compliance with law. This may include changing the order of deliveries, adjusting the number of operatives, using a different vehicle, or altering the route. Such changes do not automatically amount to a breach if the essential nature of the service remains the same. If a material change is required, we will seek agreement from the customer where feasible.

The customer may request changes to the booking, but we are not obliged to accept them. Any amendment that increases time, labour, or cost may be subject to revised pricing. Requests made after arrival may not be possible to accommodate if they would create delay or safety concerns. We reserve the right to refuse instructions that are inconsistent with the original booking, unlawful, or outside the scope of the service agreed.

If additional goods are presented for transport beyond those declared at booking, we may revise the charge, decline the extra items, or reschedule if the vehicle capacity or time available is insufficient. The customer should ensure all items to be moved are listed in advance so that the service can be priced and planned fairly. Any additional services requested on the day are subject to availability and acceptance by us.

9. Governing Law and General Terms

These terms and any dispute or claim arising from them shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force.

No waiver of any breach shall be treated as a waiver of any later breach. A failure by us to enforce any right under these terms does not mean that right has been waived. These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will apply to that booking unless a change is required by law.

These terms constitute the full agreement between the parties in relation to the relevant booking and supersede any prior discussion, representation, or understanding, unless expressly confirmed in writing. The customer confirms that they have read, understood, and accepted the conditions of the man with van Richmond upon Thames service before the work begins. Continued use of the service after any update to these terms will be treated as acceptance of the revised version.