Man With Van The Hale Terms and Conditions
These Terms and Conditions set out the basis on which Man With Van The Hale provides removal, transport, loading, unloading, and related van services to customers in the UK. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any service. If anything in these terms is unclear, it is your responsibility to raise it before the job begins, because the service will be delivered in reliance on the information you provide at the time of booking.
These terms apply to all bookings, whether made for a single-item move, a multi-item collection, a full domestic relocation, or other transport-only work. They are intended to create a clear contract between the customer and the service provider, setting out each party’s responsibilities and reducing the risk of misunderstanding. The phrase Man With Van The Hale is used throughout to refer to the provider of the service, and “you” or “the customer” refers to the person making the booking or receiving the service.
By booking, you confirm that you are authorised to request the work, that the goods to be moved are lawfully yours or otherwise lawfully in your possession, and that all information supplied is true and complete. Any quotation or estimate is based on the details you provide, including the nature of the items, access conditions, distance, timing, and whether any special handling is required. If those details change, the price, schedule, or feasibility of the work may also change.
1. Booking Process
A booking with Man With Van The Hale is formed when a quotation is accepted and the service is confirmed. The booking process may begin with an enquiry, followed by a discussion of the items to be moved, the collection and delivery points, access conditions, and preferred dates. You are expected to provide accurate information about stairs, lifts, parking, narrow roads, heavy or awkward items, and any restrictions that may affect the work.
Any quote provided before a full assessment may be based on limited information and may therefore be revised if the actual job differs from what was described. The service provider reserves the right to decline, suspend, or amend a booking if it becomes clear that the job is unsafe, illegal, outside the agreed scope, or materially different from the original description. Booking times are agreed on a best-efforts basis and may be affected by traffic, delays, weather, or circumstances beyond reasonable control.
It is your responsibility to ensure that someone authorised is available at the collection and delivery points, unless other arrangements are confirmed in writing. If access is not possible when the vehicle arrives, waiting time, redelivery, or return travel may be charged. If you ask for additional tasks during the move, such as dismantling, extra loading, or an unplanned stop, these may be treated as additional services and charged separately.
2. Payments and Charges
All charges for man with van services will be made clear in the quotation or at the time of booking where possible. Prices may be based on an hourly rate, a fixed fee, a mileage-based fee, or a combination of these, depending on the nature of the work. Unless stated otherwise, estimates are exclusive of any additional charges arising from waiting time, congestion, parking penalties caused by customer instructions, extra handling, or changes to the agreed job.
Payment is due in accordance with the terms confirmed at booking. In many cases, full payment is required on completion of the job, though a deposit or advance payment may be requested to secure a date. If a deposit is taken, it may be non-refundable where clearly stated at the time of booking. The customer remains responsible for the full balance, even where a third party has arranged or paid a booking on their behalf, unless a written agreement states otherwise.
Where card payment, bank transfer, cash, or any other method is accepted, payment must be made promptly when requested. Failure to pay on time may result in the suspension of future services, recovery action, or the retention of goods where lawful and appropriate. Any invoice must be challenged within a reasonable period if the customer believes there has been an error. The service provider may charge interest or reasonable recovery costs on overdue sums where permitted by law.
3. Cancellations, Amendments, and Delays
Man With Van The Hale understands that plans may change, but cancellations and amendments must be made as early as possible. If you cancel after a booking has been accepted, you may be charged a cancellation fee to reflect time reserved, administration, or costs already incurred. The closer the cancellation is to the scheduled service time, the more likely a fee will apply. Any deposit already paid may be retained in full or in part where this is reasonable and was communicated at the time of booking.
If you wish to reschedule, the request will be treated as subject to availability and may require a revised quote. Changes to the volume of goods, service level, access arrangements, or date may alter the price. If the service provider must cancel or reschedule due to vehicle breakdown, staff unavailability, unsafe conditions, legal restrictions, or other unavoidable events, a new date will normally be offered. Where no suitable alternative can be found, any prepaid amount relating to the cancelled service will be dealt with in a fair manner in accordance with applicable law.
If you are not ready for the collection or delivery at the agreed time, waiting charges may apply after a reasonable period. Where delays are caused by your instructions, incomplete access information, absence of a key holder, or missing documentation, the service provider is not responsible for resulting loss, missed appointments, or consequential costs. If a service must be abandoned because access is impossible or the job cannot safely continue, you may still be charged for work already completed, travel time, and any unavoidable expenses.
4. Customer Responsibilities
When using van hire with driver services or any similar moving service, you must ensure that items are packed securely and are fit for transport unless packing assistance has been specifically agreed. Fragile items should be suitably protected. You must also ensure that goods are lawful to transport and do not include prohibited, dangerous, perishable, hazardous, or illegal materials unless expressly agreed and lawfully permitted. The service provider may refuse to carry any item that appears unsafe, contaminated, or unsuitable for transport.
It is your responsibility to ensure parking and access are available or to tell the service provider in advance about any restrictions. If permits, building authorisations, or special access arrangements are needed, you are responsible for obtaining them unless otherwise agreed. You must also take reasonable care to protect floors, walls, staircases, and surrounding property, or make clear if additional protective measures are needed. Where the customer asks for the moving team to enter a property, you confirm that they may do so lawfully and safely for the purposes of the work.
In the middle of any move, the service provider may pause work if a situation arises that creates risk to people, property, or vehicle safety. This includes unstable loads, insufficient access, aggressive behaviour, unsafe weather, or instructions that would place the crew in breach of the law. In such cases, the service provider may decide how to proceed or whether to stop the job entirely. The customer must cooperate reasonably to allow the work to be completed safely and efficiently.
5. Liability and Limitations
The service provider will use reasonable care and skill in providing man and van services, but no service involving lifting, transport, or handling of goods can be completely risk-free. Except where prohibited by law, the service provider will not be liable for losses that are indirect, incidental, or consequential, including loss of profit, business interruption, or missed deadlines arising from delays. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
The service provider is not responsible for pre-existing damage, damage caused by defective packing, hidden weaknesses in items, or loss resulting from customer instructions. Where the customer loads items themselves, or insists on carrying out certain tasks against advice, the customer accepts responsibility for the manner in which those tasks are performed. If damage occurs, you must notify the service provider as soon as reasonably possible and provide evidence where appropriate. The service provider may inspect the item, the packaging, and the circumstances before deciding whether any claim is valid.
Any claim relating to damage or loss must be made promptly and in writing, with sufficient details to allow investigation. The service provider may limit compensation to the lower of the repair cost, replacement cost, or the value declared and agreed before the job, subject to applicable law. Where the customer has failed to comply with these terms, or has misdescribed the goods, the service provider may reject a claim. Reasonable wear and tear, cosmetic scuffs, and minor surface marks resulting from the normal handling of goods may not amount to a compensable loss.
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, unless mandatory law provides otherwise. If any part of these terms is found to be invalid or unenforceable, that part will be treated as modified to the minimum extent necessary, and the rest of the terms will continue in full force.