Man With A Van Shepherdsbush Service Terms and Conditions

These terms and conditions set out the basis on which Man With A Van Shepherdsbush provides moving, transport, collection, and delivery services to customers in the UK. By making a booking, you agree that these terms apply to the services requested, whether the service is a small item move, furniture transport, a single-item collection, or a full van-and-driver hire. These terms are written to be clear and practical, and they should be read carefully before confirming any job.

The purpose of this document is to explain how bookings are accepted, how payments are handled, what happens if a booking changes or is cancelled, and how liability is managed. It also explains customer responsibilities relating to waste, prohibited items, and legal disposal obligations. References to the service as we, us, or our mean the provider of the man with a van Shepherdsbush service, while you or the customer means the person or business arranging the service.

These terms are designed for use as a legal page and are not a guide or promotional statement. They apply in addition to any written quotation, booking note, or agreed scope of work, provided that any specific written agreement does not conflict with mandatory UK consumer law or other applicable legislation. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

1. Booking Process

A booking with Man With A Van Shepherdsbush is usually made after we have reviewed the details of the job and provided an estimate or quotation. The customer must give accurate and complete information, including the collection and delivery addresses, access conditions, item descriptions, number of items, expected labour requirements, and any timing constraints. The service quotation is based on the information supplied at the time of enquiry. If the details change, the price, vehicle size, number of operatives, or time required may also change.

Bookings are not confirmed until we have accepted them. Acceptance may be made verbally, in writing, or by electronic message, depending on the circumstances. We may refuse a booking, or may decline to continue with a booking, if the job is unsafe, illegal, outside our service scope, or if we reasonably believe the information provided is incomplete or misleading. A customer must ensure that any person booking on their behalf has authority to do so.

If a booking involves parking restrictions, lifts, stairs, difficult access, timed entry, loading bay requirements, disassembly, wrapping, or any other special arrangement, these must be disclosed before the booking is accepted. Failure to disclose relevant details may result in extra charges, delay, or the need to reschedule. We do not accept responsibility for delays caused by inaccurate information, inaccessible premises, or changes made at the collection or delivery point that were not previously agreed.

2. Scope of Service

The service provided by man with a van Shepherdsbush may include loading, transport, unloading, and in some cases light handling assistance. Unless specifically agreed in writing, the service does not include packing, specialist installation, electrical disconnection, gas disconnection, plumbing work, dismantling of fixed structures, or the movement of items requiring specialist equipment or certification. Customers should not assume that any task outside the quoted scope will be carried out.

We may use different vehicles, drivers, or assistants to complete a job, provided that the standard of service remains reasonable and consistent with the agreed booking. We may also adjust the planned route, timing, or staffing levels where necessary for safety, traffic conditions, legal compliance, or operational reasons. The customer agrees that the provider has discretion in how the service is practically delivered, so long as the agreed core task is completed.

Any items declared as fragile, high value, hazardous, awkward, or heavy must be identified before the job begins. If such items are not declared, we cannot be held responsible for damage arising from ordinary handling that would otherwise have required special precautions. The customer remains responsible for deciding whether items should be professionally packaged, insured, or moved by a specialist provider.

3. Payments and Charges

All prices are subject to the quotation or rate confirmed at booking. Charges may be based on time, distance, labour, vehicle use, minimum call-out, waiting time, congestion, parking, tolls, fuel surcharges, or any additional services agreed after booking. Where a fixed price has been given, it applies only to the scope described and may be revised if the customer changes the job or provides inaccurate information. Any extra work requested on the day may be charged at our standard rate or at another rate agreed at the time.

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service or at the point specified in advance. We may require a deposit, part payment, or full payment before the job date, especially for larger bookings or where third-party costs are expected. We accept that customers may pay by approved methods only, and the booking may be suspended or cancelled if payment is not made when due.

Late payment may result in additional charges, administrative costs, or interest where permitted by law. If a business customer fails to pay, we may pursue recovery of sums due through lawful means. Any bank charges, chargeback fees, or payment reversals caused by the customer’s action or inaction may be added to the amount owed, subject to applicable law. Receipts or invoices will be issued where reasonably required.

4. Cancellations, Rescheduling, and Waiting Time

Customers may cancel or reschedule a booking, but notice should be given as early as possible. If sufficient notice is provided, we may agree to move the booking to another date without penalty, subject to availability. However, if cancellation occurs after the booking has been reserved, scheduled staff have been allocated, or travel has begun, we may charge a cancellation fee to cover losses and wasted time. The amount of any charge will be reasonable and proportionate to the circumstances.

If the customer is not present, fails to provide access, provides the wrong address, or cannot proceed with the job when we arrive, this may be treated as a late cancellation or a failed booking. In such cases, the customer may still be responsible for travel costs, waiting time, loading preparations already completed, and any other unavoidable costs. We reserve the right to leave the premises and treat the booking as cancelled if it cannot proceed safely or within a reasonable time.

We may also need to reschedule or cancel a booking due to severe weather, vehicle breakdown, road closures, illness, safety concerns, legal restrictions, or events beyond our control. If we do so, we will aim to offer an alternative date or a refund of any prepaid amount for the undelivered portion of the service. We will not be responsible for indirect losses arising from a cancellation caused by events outside our control, except where such exclusion is not permitted by law.

5. Liability and Risk

Our liability is limited to the extent permitted by UK law. We will take reasonable care when handling items and performing the service, but we are not liable for losses caused by pre-existing damage, inadequate packaging, unsuitable access, hidden defects, or information withheld by the customer. The customer should inspect goods before and after the service and report any issue as soon as reasonably possible.

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 those mandatory rights, we are not responsible for indirect, consequential, or business losses, including loss of profit, loss of opportunity, or loss of goodwill. For consumer jobs, nothing in these terms affects statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection law.

The customer remains responsible for ensuring that items are suitable for transport and that any fragile, valuable, or specialist goods are properly protected. We are not responsible for items that are inadequately packed by the customer or by a third party, unless damage results from our proven negligence. Where a claim is made, the customer must provide reasonable evidence of the loss or damage and allow us a fair opportunity to investigate.

6. Customer Responsibilities

Customers must ensure that all goods to be moved are legally owned by them or that they have authority to arrange their transport. Any item that is unlawfully possessed, stolen, counterfeit, prohibited, or subject to restriction must not be presented for transport. The customer must also ensure that the premises, access routes, parking spaces, and loading areas are safe and suitable for the service.

It is the customer’s responsibility to tell us about any items that are particularly heavy, sharp, hazardous, valuable, sentimental, or sensitive to vibration or temperature. Where manual handling may be required, the customer should advise us of weight, dimensions, and any risk factors. If any item cannot reasonably be handled safely by our team, we may refuse to move it or may request additional assistance or equipment before proceeding.

Customers must be ready at the agreed time and should ensure that the items to be moved are prepared for loading unless we have agreed otherwise. Delays caused by customers may result in waiting charges or reduced completion time. If access arrangements change on the day, or if the job becomes materially more difficult than originally described, we may revise the price or decline to continue if continuing would be unsafe or impractical.

7. Waste Regulations and Prohibited Items

Where the service involves the removal, disposal, or transport of waste, the customer must comply with UK waste laws, including the Duty of Care and any relevant environmental regulations. The customer must clearly identify any waste items before collection. We may request a description of the waste type, source, and whether it includes household waste, bulky waste, commercial waste, green waste, or construction-related material. We may refuse waste that is not properly described or that appears to contain prohibited material.

The customer must not request transport or disposal of hazardous waste, asbestos, chemicals, clinical waste, gas cylinders, oils, paints, solvents, batteries, or other regulated materials unless we have expressly agreed and are legally able to handle them. It is the customer’s responsibility to ensure that waste transfers are lawful and that any required documentation is supplied. If waste is misdeclared, we may cancel the job and charge for any costs already incurred.

Any waste collected must be lawful to remove, and the customer confirms that they have the authority to dispose of it. We may transfer waste only to appropriate licensed facilities or through lawful routes. If the customer asks us to leave waste in an unlawful location, to avoid legal disposal fees, or to act contrary to waste legislation, we will refuse. The customer accepts responsibility for any penalty, claim, or enforcement action caused by their unlawful instruction or misdescription of waste.

8. Damage, Claims, and Complaints

If you believe that damage or loss has occurred, you must notify us as soon as reasonably possible and provide supporting information. Claims should include a description of the item, the nature of the damage, and any available evidence such as photographs, receipts, or repair estimates. We may inspect the item or request that it be retained for inspection before any repair or disposal takes place. Failure to allow inspection may affect the outcome of a claim.

We will review complaints and claims fairly and in good faith. Any remedy, where due, will depend on the facts, the nature of the service, and the applicable law. We may offer repair, replacement, partial refund, or another reasonable solution where appropriate. Our decision-making will not limit the customer’s statutory rights where those rights cannot be waived.

Nothing in these terms requires us to accept responsibility for damage that arises from unavoidable movement of goods, road vibration, adverse weather, unsuitable packaging, or the customer’s own instructions. Where liability is accepted, any compensation will usually be limited to the lower of the direct proven loss or the amount paid for the relevant service, except where a higher level of liability is required by law.

9. Governing Law

These terms and any dispute arising from them are governed by the laws of England and Wales, unless another part of the United Kingdom’s law is mandatorily applicable to the transaction. The parties agree that the courts of England and Wales will have jurisdiction over any dispute that cannot be resolved amicably or by alternative lawful means.

These terms are intended to be interpreted in a way that is consistent with UK consumer legislation, unfair contract law principles, and any applicable regulations governing transport, waste handling, and business transactions. If any clause conflicts with mandatory law, that clause will be read down to the minimum extent necessary, and the remaining clauses will continue in full force.

By confirming a booking with Man With A Van Shepherdsbush, the customer acknowledges that they have read, understood, and accepted these terms and conditions. This agreement applies to the extent permitted by law and forms part of the contractual relationship between the customer and the service provider.