London Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which London Man and Van provides removal, relocation and associated services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual, company or organisation that books or uses our services.

We, us, our means London Man and Van as the provider of removal and associated services.

Services means any removal, man and van, transport, packing, loading, unloading, or related services provided by us.

Goods means all items, furniture, personal effects, equipment and other property handled, transported or stored by us on behalf of the Client.

Contract means the agreement between the Client and us for the provision of services, incorporating these Terms and Conditions and any written confirmation of the booking.

2. Scope of Services

We provide man and van and removal services for domestic and commercial clients. Our services may include loading, unloading, transportation, basic positioning of items at the destination, and when agreed in advance, packing and unpacking.

Details of the services to be provided, including dates, times, addresses, estimated duration, and pricing will be agreed at the time of booking and confirmed by us. Any services not expressly agreed at the time of booking are outside the scope of the Contract and may be subject to additional charges if requested later.

3. Booking Process

All bookings are subject to availability and are not confirmed until we issue a booking confirmation. The Client is responsible for providing accurate and complete information when making a booking, including but not limited to:

The collection and delivery addresses.

Access details at each address, including floor levels, lifts, parking and any restrictions.

A clear and accurate description and quantity of the Goods.

Any oversized, heavy, fragile, or high-value items.

Any special requirements, such as packing, disassembly or reassembly.

We rely on the information provided by the Client to plan the resources needed and to calculate the quote. If the information provided is inaccurate or incomplete, we reserve the right to amend the quote, adjust the services or, in serious cases, refuse to complete the service.

4. Quotations and Pricing

Quotations are based on the information supplied by the Client at the time of enquiry and are usually calculated on factors such as time, distance, volume of Goods, number of staff required, vehicle size and any additional services requested.

Unless otherwise stated, quotations do not include parking charges, congestion charges, tolls, ferry charges, customs duties or similar expenses, which will be added to the final invoice where applicable.

All prices are provided in pounds sterling unless stated otherwise. We reserve the right to revise any quotation where:

The Client has provided inaccurate or incomplete information.

The Client requests additional services or changes to the booking after the quotation is given.

There are unforeseen difficulties, such as restricted access, additional floors without lift access, unexpected waiting times, or additional Goods.

Any revision to the quotation will be communicated to the Client as soon as reasonably possible. The Client may accept or decline the revised quotation. If declined, cancellation charges may apply as set out in these Terms and Conditions.

5. Payments and Charges

Payment terms will be confirmed at the time of booking. For most bookings, payment is required either in advance or on completion of the service, as specified in the booking confirmation.

We accept various payment methods, which will be communicated to the Client during the booking process. The Client is responsible for ensuring that full payment is made in accordance with the agreed terms.

Where services are charged on an hourly basis, time is calculated from the scheduled start time or actual arrival time (whichever is later) until the completion of unloading or the end of the agreed service. There may be a minimum charge period, after which additional time is charged in fixed increments.

Where services are provided for business or commercial Clients on account, payment terms will be as agreed in writing. Late payments may incur interest and administration fees in accordance with applicable law.

We reserve the right to withhold delivery of Goods or suspend services if payment is not made in accordance with the agreed terms.

6. Client Responsibilities

The Client agrees to:

Ensure that they or an authorised representative are present at both collection and delivery addresses to provide access, directions and instructions.

Arrange suitable parking and any necessary permits for our vehicles at both collection and delivery points. Any parking penalties incurred due to insufficient arrangements may be charged to the Client.

Ensure that Goods are properly packed and protected, unless packing services have been explicitly booked and confirmed.

Ensure that appliances are disconnected, defrosted and drained in advance, and that furniture is dismantled where necessary, unless disassembly has been agreed as part of our services.

Remove or secure any items of high value, important documents, cash, jewellery, and other small valuables. These should not be included in the load for transport.

7. Cancellations and Amendments

The Client may cancel or amend a booking by giving us notice. Specific cancellation or amendment terms, including any applicable charges, will be confirmed at the time of booking, but the following general principles apply:

If the Client cancels with sufficient notice prior to the scheduled start time, no cancellation charge may apply, or only a small administration fee may be charged.

If the Client cancels with short notice, a percentage of the quoted price or a minimum cancellation fee may be charged to cover costs incurred and loss of opportunity.

If the Client cancels on the day of the service or after our team has been dispatched, up to 100 percent of the quoted price may be payable.

Where the Client requests changes to the date, time, addresses or scope of the service, we will make reasonable efforts to accommodate the request, but this is subject to availability and may result in revised pricing. If changes cannot be accommodated and the Client chooses to cancel, the standard cancellation terms may apply.

8. Access, Delays and Waiting Time

The Client is responsible for ensuring that there is suitable and safe access to the premises at both the collection and delivery addresses. This includes ensuring that driveways, lifts, stairways and corridors are clear and suitable for moving Goods.

If access is restricted or unsafe, we may refuse to move certain items or may need to take additional time or resources, which can result in extra charges.

Our teams aim to arrive at the agreed time, but times are estimates and may be affected by traffic, weather, accidents, road closures or other circumstances beyond our control. We will make reasonable efforts to keep the Client informed of any significant delays.

If we are required to wait due to issues beyond our control, such as the Client not being ready, keys not being available, or premises not being accessible, we may charge waiting time at our standard rates.

9. Liability and Limitations

We will exercise reasonable care and skill in providing our services and handling Goods. However, our liability is subject to the following limitations:

We are not liable for loss or damage to Goods where this arises from inherent weakness or defect, poor packing by the Client, inadequate preparation, or where the items are fragile and not suitable for transport in the manner requested.

We are not liable for loss or damage resulting from acts or omissions of the Client or any third party, including failure to provide accurate information, failure to ensure proper access, or failure to secure valuable items separately.

We are not responsible for indirect or consequential loss, including loss of profits, loss of income, loss of business or opportunity, or emotional distress, arising from the performance or non-performance of our services.

Our liability for loss or damage to Goods, where established, may be limited to a reasonable repair or replacement cost, subject to an overall financial cap. Specific limits, and any applicable insurance options, may be set out in the booking confirmation or separate documentation.

The Client must notify us in writing of any loss or damage as soon as reasonably practicable and in any event within a reasonable time after delivery. We may request evidence, photographs and access to inspect any alleged damage.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

10. Excluded Items

Unless explicitly agreed in advance, we do not carry or handle:

Cash, jewellery, watches, precious metals or stones, works of art of high value, collections, or similar valuables.

Hazardous, flammable, explosive, corrosive, toxic, or otherwise dangerous substances.

Illegal goods, prohibited items, or items for which the Client does not have lawful possession.

Perishable or refrigerated goods that may deteriorate during transit.

If any such items are transported without our knowledge, they are moved entirely at the Client's risk and we accept no liability for loss, damage or consequences arising from their presence.

11. Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company and will only remove items designated as waste where this has been specifically agreed in advance.

Where we agree to remove unwanted items, the Client confirms that they have the right to dispose of those items and that they do not include hazardous waste or items requiring specialist disposal licences, unless specifically declared and accepted by us.

We reserve the right to refuse to remove any items that we reasonably believe to be hazardous, illegal, contaminated, or otherwise unsuitable for transport or disposal through our usual channels.

The Client is responsible for any fines, penalties or costs arising from the inclusion of prohibited or undeclared waste or hazardous materials in the load.

12. Insurance

We may carry insurance appropriate to our operations, but this does not guarantee full cover for all Goods in all circumstances. The Client remains responsible for arranging any additional insurance that may be required to cover the full replacement value of their Goods.

Details of any insurance cover provided by us, including limits, exclusions and conditions, may be made available upon request. The Client should review such details carefully and ensure that any additional cover needed is arranged independently.

13. Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of our services, they should notify us as soon as possible so that we have an opportunity to address the issue. For any claim relating to loss or damage, the Client should provide details, photographs and any supporting evidence within a reasonable period.

We will investigate complaints in good faith and aim to provide a response within a reasonable time. Where appropriate, we may propose a remedy such as repair, replacement, partial refund or other reasonable solution, without prejudice to our rights and limitations under these Terms and Conditions.

14. Force Majeure

We are not liable for any delay or failure to perform our obligations under the Contract where such delay or failure results from events beyond our reasonable control. These may include, but are not limited to, severe weather, road closures, accidents, breakdowns, strikes, civil disturbances, acts of terrorism, war, or acts of government or public authorities.

In such circumstances, we will make reasonable efforts to minimise disruption and, where possible, rearrange services. If performance becomes impossible or significantly impeded for an extended period, either party may terminate the Contract without penalty, subject to payment for services already provided.

15. Personal Data

We may collect and process personal data about the Client in order to manage bookings, provide services, process payments and handle enquiries or complaints. Personal data will be handled in accordance with applicable data protection laws and our privacy practices.

The Client is responsible for ensuring that the personal data they provide is accurate and for informing us of any changes that are relevant to the provision of our services.

16. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time the Client makes a booking will apply to that Contract, unless a later version is expressly agreed in writing by both parties.

Any changes that are clearly beneficial to the Client or required by law may apply immediately to existing Contracts, but we will aim to notify Clients of any significant changes where reasonably practicable.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

19. Entire Agreement

These Terms and Conditions, together with any written booking confirmation or other documents expressly incorporated by reference, constitute the entire agreement between the Client and London Man and Van in relation to the services provided. They supersede any prior discussions, correspondence or understandings between the parties relating to the same subject matter.

By confirming a booking or using our services, the Client confirms that they have read, understood and agree to these Terms and Conditions.