Man with Van The Hale Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van The Hale provides removal, transport, and related services to private and business customers. By making a booking, using our services, or allowing work to commence, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions the following expressions have the following meanings:
1.1 "Company" means Man with Van The Hale, the provider of removal and transport services.
1.2 "Customer" means any individual, partnership, company, or organisation booking or using the services of the Company.
1.3 "Services" means any removal, man and van, transport, loading, unloading, packing, storage, or related services provided by the Company.
1.4 "Booking" means a confirmed request by the Customer for the Company to provide Services on an agreed date, time, and location.
1.5 "Items" means all goods, belongings, furniture, equipment, and other property handled, transported, or stored by the Company on behalf of the Customer.
1.6 "Working Day" means any day other than Saturday, Sunday, or public holidays in England and Wales.
2. Scope of Services
2.1 The Company provides man and van and removal services for domestic and commercial customers, including the loading, transportation, and unloading of Items, where reasonably possible and safe to do so.
2.2 The Company may also offer additional services such as packing, dismantling and reassembly of furniture, and short-term storage, where agreed in advance as part of the Booking.
2.3 The Company reserves the right to refuse to handle or transport any Item which, in its reasonable opinion, is unsafe, illegal, excessively heavy, inadequately packed, or likely to cause damage or injury.
3. Booking Process
3.1 All Bookings are subject to availability and must be confirmed by the Company. A Booking will be treated as confirmed only when the Customer has provided all required details and, where applicable, paid any deposit requested by the Company.
3.2 The Customer must provide accurate information at the time of Booking, including:
(a) Full collection and delivery addresses, including any access restrictions;
(b) The date and approximate time required for the Services;
(c) A description and approximate quantity of Items to be moved;
(d) Details of any particularly heavy, fragile, or valuable Items;
(e) Information regarding parking, stairs, lifts, or any other relevant access issues.
3.3 The Company will rely on the information provided by the Customer to estimate the duration and price of the Services. If the information is incomplete or inaccurate, the Company may adjust the quotation, charge for additional time, or decline to carry out part or all of the Services.
3.4 Any changes to the Booking, including the date, time, addresses, or scope of work, must be communicated to the Company as early as possible. Changes are subject to availability and may result in revised charges.
4. Quotations and Pricing
4.1 Unless otherwise stated, quotations are provided based on the information supplied by the Customer and are not binding if the description of the work changes.
4.2 Quotations may be given as a fixed price or an hourly rate, depending on the nature of the Services. Where hourly rates apply, charges will include travel time and any waiting time caused by circumstances beyond the Company’s control.
4.3 Additional charges may apply for:
(a) Work carried out outside standard working hours, where agreed;
(b) Extra manpower required due to heavy or awkward Items;
(c) Delays caused by inaccessibility, waiting for keys, or other Customer-related issues;
(d) Additional journeys or services not included in the original Booking.
4.4 All prices are quoted in pounds sterling. Any applicable taxes will be identified by the Company in the quotation or invoice where relevant.
5. Payments
5.1 The Customer agrees to pay all charges in accordance with the payment terms provided by the Company at the time of Booking.
5.2 The Company may require a deposit to secure a Booking. Deposits are payable by the methods accepted by the Company and are generally non-refundable except as set out in these Terms and Conditions.
5.3 Unless otherwise agreed in writing, payment of the remaining balance is due on completion of the Services on the day of the move. The Company is not obliged to release Items or continue with further services until payment has been received in full.
5.4 For business Customers, credit terms may be offered at the Company’s discretion. Where credit terms are agreed, invoices must be settled within the specified period. Late payments may incur interest and reasonable administration charges.
5.5 If the Customer fails to pay any amounts due, the Company may suspend Services, retain the Customer’s Items as security for payment, or seek recovery of the debt through appropriate legal means.
6. Cancellations and Postponements
6.1 The Customer may cancel or postpone a Booking by giving notice to the Company. Cancellation terms may vary according to the scale of the job, but the following general principles apply.
6.2 If the Customer cancels or postpones more than 7 Working Days before the scheduled date, any deposit paid may be refundable or transferable at the Company’s discretion, less any reasonable administration costs.
6.3 If the Customer cancels or postpones within 7 Working Days but more than 48 hours before the scheduled date, the Company reserves the right to retain all or part of the deposit to cover lost bookings and administrative costs.
6.4 If the Customer cancels within 48 hours of the scheduled start time, the Company may charge up to 100 percent of the quoted price, particularly where it is unlikely that the slot can be rebooked.
6.5 The Company will use reasonable efforts to accommodate postponements, subject to availability. A change of date or time within a short period may be treated as a cancellation and rebooking.
6.6 The Company reserves the right to cancel or reschedule a Booking in exceptional circumstances, including but not limited to severe weather, vehicle breakdown, staff illness, safety concerns, or events beyond its reasonable control. In such cases, any deposit will normally be refunded or transferred to an alternative date, and the Company will not be liable for consequential losses.
7. Customer Responsibilities
7.1 The Customer is responsible for:
(a) Ensuring that Items are packed safely and securely, unless packing services have been agreed;
(b) Properly labelling any fragile or high-value Items;
(c) Arranging suitable parking at collection and delivery addresses and ensuring any necessary permits or permissions are in place;
(d) Providing access to the premises at the agreed time and ensuring that all Items are ready for loading;
(e) Checking that no required Items are left behind before departure from the collection address.
7.2 The Customer must not ask the Company or its staff to transport any prohibited, illegal, dangerous, or noxious Items including, but not limited to, explosives, firearms, drugs, flammable liquids, or hazardous chemicals.
7.3 The Customer must ensure that any appliances are properly disconnected, drained, and secured before moving. The Company does not carry out plumbing, electrical disconnection, or gas work.
7.4 If access to the property or parking is restricted, limited, or unsafe, the Customer must inform the Company in advance. Additional charges may apply if alternative arrangements are required on the day.
8. Waste and Disposal Regulations
8.1 The Company operates in accordance with relevant waste and environmental regulations. The Company is not a general waste disposal contractor and will not remove household refuse, builder’s rubble, or other general waste unless this has been specifically agreed as part of the Services.
8.2 Where the Company agrees to remove unwanted Items for disposal, it will do so only in compliance with applicable laws. Any charges for disposal will be clearly identified to the Customer.
8.3 The Customer confirms that any Items presented for disposal are owned by the Customer and that the Customer has the legal right to dispose of them.
8.4 The Customer must not request the Company to dispose of hazardous or controlled waste such as asbestos, chemicals, clinical waste, or other regulated materials. The Company reserves the right to refuse to take such Items and may charge the Customer for any costs incurred as a result of being exposed to or handling them.
9. Liability and Limitations
9.1 The Company will exercise reasonable skill and care in providing the Services. However, liability is subject to the limitations set out in this section.
9.2 The Company’s liability for loss of or damage to Items, whether arising from negligence, breach of contract, or otherwise, is limited to the reasonable cost of repair or replacement of the affected Items, up to a maximum aggregate amount to be agreed with the Customer, unless otherwise required by law.
9.3 The Company will not be liable for:
(a) Loss or damage arising from faulty or inadequate packing by the Customer;
(b) Loss or damage to Items that are fragile, inadequately protected, or not disclosed as fragile at the time of Booking;
(c) Damage to furniture or Items that require dismantling or reassembly, where such work is carried out at the Customer’s request and risk;
(d) Any pre-existing damage, wear and tear, or inherent defects in Items;
(e) Damage resulting from atmospheric or climatic conditions, including damp, mould, or temperature variations.
9.4 The Company will not be responsible for any indirect or consequential losses, loss of profits, loss of opportunity, or loss of enjoyment arising out of or in connection with the Services.
9.5 The Customer is encouraged to obtain appropriate insurance cover for high-value Items or where additional protection is required.
9.6 The Customer must notify the Company in writing of any loss or damage as soon as reasonably possible and in any event within 7 days of completion of the Services. Failure to do so may affect the Company’s ability to investigate and may limit any liability.
10. Access, Property and Parking Damage
10.1 The Customer is responsible for protecting floors, walls, and fittings as necessary at both collection and delivery addresses. The Company will take reasonable care but cannot guarantee that minor scuffs or marks will not occur during the movement of large Items in restricted spaces.
10.2 The Company will not be liable for damage to driveways, paths, or other surfaces resulting from the use of vehicles, provided that the Company has acted with reasonable care and the Customer has consented to the vehicle entering the area.
10.3 If the Company is required to park in a restricted area or without a valid permit at the Customer’s request, the Customer will be responsible for any penalties or fines incurred.
11. Delays and Force Majeure
11.1 Although the Company will use reasonable efforts to adhere to agreed dates and times, these are estimates and not guarantees. The Company will not be liable for delays caused by traffic, accidents, weather conditions, road closures, or other circumstances beyond its reasonable control.
11.2 If the Company is unable to perform some or all of the Services due to events beyond its control, including force majeure events such as extreme weather, strikes, pandemics, or acts of government, the Company may suspend or cancel the Services without liability, other than the obligation to refund any payments received for Services not provided.
12. Complaints
12.1 If the Customer has a complaint about the Services, they should raise the issue with the driver or team on the day where possible so that an immediate resolution can be attempted.
12.2 If the matter cannot be resolved on the day, the Customer should contact the Company as soon as reasonably practicable, providing full details of the complaint and any supporting evidence.
12.3 The Company will review complaints in good faith and respond within a reasonable period, seeking a fair and proportionate resolution in line with these Terms and Conditions.
13. Privacy and Data Protection
13.1 The Company will collect and use personal information from the Customer for the purposes of administering Bookings, providing Services, processing payments, and handling any queries or complaints.
13.2 The Company will take reasonable steps to protect personal data and will not sell or disclose Customer details to third parties except where necessary to provide the Services, comply with legal obligations, or enforce these Terms and Conditions.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales.
14.2 The courts of England and Wales will have exclusive jurisdiction to resolve any disputes or claims arising out of or relating to these Terms and Conditions or the provision of Services by the Company.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
15.2 The failure or delay by the Company to exercise any right or remedy under these Terms and Conditions will not be deemed a waiver of that or any other right or remedy.
15.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer regarding the Services and supersede any prior discussions, understandings, or agreements, whether written or oral.
15.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking.
15.5 No person other than the Company and the Customer has any rights to enforce any of these Terms and Conditions.
