These Terms and Conditions set out the basis on which Man With Van Surrey provides moving, delivery, and related transport services to customers. By making a booking, confirming an order, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a fair and clear agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the service.

For the purposes of these terms, references to “we,” “us,” and “our” mean the operator of the service, and references to “you” and “your” mean the customer, client, or person arranging the booking. These terms apply to domestic and commercial services, including single-item transport, household removals, furniture delivery, loading and unloading, and similar van-based services. Unless otherwise agreed in writing, these terms override any prior discussions, informal statements, or marketing descriptions.

By continuing with a booking, you confirm that you have read, understood, and accepted these terms. If you are booking on behalf of someone else, you confirm that you are authorised to do so and that the person or business receiving the service is aware of these terms. We may update these terms from time to time, and the version in force on the date of your booking will apply unless a mandatory law requires otherwise.

Booking Process

The booking process for Man With Van Surrey begins when you provide the details of the move or transport request. This may include the collection and delivery addresses, access information, date and preferred time, the number and type of items, any stairs or difficult access, and whether extra services are required. We may ask for photographs, measurements, or further information to assess the service properly and to ensure the right vehicle, equipment, and team are allocated.

A quotation, estimate, or availability confirmation is not, by itself, a binding contract unless we expressly state that it is final and accepted. Where a quotation is based on information you provide and that information later proves to be incomplete or inaccurate, we reserve the right to revise the price, adjust the service plan, or decline the booking if the revised requirements cannot reasonably be met. It is your responsibility to provide accurate and up-to-date information at the time of booking.

Once you approve the quotation or confirm the booking, we may request a deposit, payment method confirmation, or written acceptance. A booking is only secured when we confirm it in writing, by message, email, or another agreed method. We may refuse or cancel a booking where we believe there is a risk to staff safety, property safety, legal compliance, or operational capacity. We also reserve the right to subcontract part or all of the service where necessary to complete the work efficiently and professionally.

Payments and Charges

Our charges may be calculated by hourly rate, fixed fee, mileage, item count, service type, waiting time, or a combination of these methods. Any estimate provided before the work begins is based on the details available at that time. If the job takes longer than expected due to delays, additional items, restricted access, parking issues, changes to the agreed scope, or inaccurate information, further charges may apply. Unless agreed otherwise, charges start when the team arrives at the collection point and end when the agreed service is completed.

Payment terms will be confirmed at the time of booking. We may require a deposit or full prepayment, and the remaining balance may be due on completion of the service. Accepted payment methods may include bank transfer, card payment, or other methods we approve. Where payment is due on completion, payment must be made immediately unless we have agreed a different arrangement in writing. Any late payment may result in recovery action, added administrative costs, and interest where permitted by law.

VAT, if applicable, will be shown separately or included within the quoted price depending on how the service is presented. Any parking fees, tolls, congestion-related charges, ferry costs, permit costs, or third-party expenses needed to carry out the work may be added to the final invoice if they were not already included in the quotation. You agree to pay these charges where they arise from the agreed service. We may withhold delivery, unloading, or final completion if payment has not been received in full, subject to consumer law and any limits imposed by law.

We require that all payments are made by the person who booked the service unless otherwise agreed. If a company, landlord, letting agent, or other third party is paying, that arrangement must be confirmed in advance. The person who makes the booking remains responsible for payment unless we have expressly agreed to transfer that responsibility. If we have to take legal or collection steps to recover unpaid sums, you may be responsible for reasonable recovery costs, court fees, and other lawful expenses.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice in a reasonable time before the arranged service. The amount of notice required may depend on the size of the job, the notice period already agreed, and whether dedicated vehicles, staff, or equipment have been reserved. If you cancel at short notice, we may charge a cancellation fee to reflect lost time, travel arrangements, and preparation costs. Where we have already incurred costs that cannot be recovered, we may also charge those costs to the extent permitted by law.

If you wish to change the date, time, or scope of the service, we will try to accommodate the request, but changes are subject to availability and may affect the price. Rescheduling does not cancel the original booking unless we confirm the new arrangement. We are not responsible for delays caused by traffic, road closures, adverse weather, access restrictions, breakdowns beyond our control, or events outside our reasonable control. In such cases, we will use reasonable efforts to complete the service as soon as practicable.

Liability and Customer Responsibilities

You are responsible for ensuring that the goods, property, and access arrangements are suitable for the service requested. This includes making sure items are properly packed, labelled, and ready for transport unless packing has been expressly included in the service. Fragile, valuable, heavy, or awkward items should be disclosed in advance. We may refuse to move items that are unsafe, illegally stored, improperly packed, or likely to cause damage because of their condition or weight.

While we take reasonable care when handling items, we are not liable for pre-existing damage, wear and tear, hidden defects, or damage caused by inadequate packing, unstable stacking, or incorrect instructions from you or a third party acting on your behalf. You should remove or secure loose parts, drain appliances where appropriate, and protect personal data or confidential materials before collection. We are not responsible for loss of data, software, passwords, or digital content unless caused directly by our proven negligence and where liability cannot be limited by law.

Our total liability for loss or damage arising from the service is limited to the amount paid or payable for the specific job, except where the law does not allow such limitation. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. We shall not be liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity arising from the service.

Where our team is asked to move goods through narrow access, up stairs, or into challenging locations, you must tell us in advance about any special conditions. If access is unsuitable and the work cannot be completed safely, we may pause the job, request additional assistance, or reschedule. Any extra time or labour needed because of access problems may be charged. You are also responsible for ensuring that parking, permits, and loading conditions allow lawful and safe operation. If a vehicle cannot park reasonably close to the premises, service times and costs may be affected.

Waste Regulations and Disposal

Man With Van Surrey may provide disposal, clearance, or removal services only where this has been agreed in advance. Waste handling must comply with applicable UK waste laws and environmental rules. We will only transport, dispose of, or assist with waste where we are legally permitted to do so and where the waste has been described accurately. You must not ask us to remove hazardous, restricted, or unlawful materials unless we have expressly agreed in writing and hold the necessary permissions or arrangements.

Waste includes, but is not limited to, household rubbish, unwanted furniture, packaging, garden waste, and similar items. Hazardous waste, electrical items, batteries, paint, oils, chemicals, asbestos, clinical waste, gas canisters, fire extinguishers, and other regulated materials may require special handling or may be refused. If you fail to disclose the nature of waste and we incur costs, fines, or delays as a result, you agree to reimburse us for lawful losses arising from the incorrect description or illegal presentation of the waste.

If waste is removed as part of the service, you confirm that you have the right to authorise its removal and that the waste is not stolen, contaminated, or subject to restrictions. We may issue or retain documentation relating to disposal, transfer, or lawful handling where required. Any items left with us without clear instructions may be treated as waste only if lawful and only where the circumstances justify such treatment. We are not obliged to remove items that would expose us to legal breach, environmental harm, or unsafe handling requirements.

Insurance, Claims, and Force Majeure

We may hold insurance appropriate to the nature of the service, but insurance does not change the limits of liability set out in these terms. If you believe an item has been damaged or lost during the service, you must notify us within a reasonable time and provide evidence of the issue, including photographs, proof of value, and relevant service details. Claims may be rejected if you fail to report the issue promptly or if we cannot verify the circumstances of the alleged loss.

We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, accident, industrial action, war, terrorism, public transport disruption, government action, pandemic restrictions, or major infrastructure failure. In such situations, we may suspend or cancel the service without liability for resulting losses, except for refunds of sums paid for services not yet provided where required by law and where no alternative arrangement is agreed. We will aim to communicate any disruption as soon as reasonably possible.

General Legal Terms

These terms are intended to be interpreted in accordance with UK law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in force. No failure or delay by us in exercising a right or remedy shall operate as a waiver of that right or remedy. Any waiver must be given in writing and will apply only to the specific matter stated.

Nothing in these terms creates a partnership, employment relationship, or agency relationship between you and us beyond the provision of the services agreed. You may not transfer your rights or obligations under the booking without our written consent. We may assign or subcontract our rights and obligations where reasonably required to perform the service efficiently, provided this does not reduce your legal rights. These terms, together with the confirmed booking details, form the entire agreement between the parties for the relevant service.

If there is any dispute concerning these terms, the service, or the amount payable, both parties should first seek to resolve the matter in good faith. If agreement cannot be reached, the matter will be governed by the laws of England and Wales and subject to the jurisdiction of the courts of England and Wales, unless mandatory consumer or business rules require a different forum. This legal framework applies whether the service is booked online, by phone, or through any other agreed method.

Man With Van Surrey reserves the right to update, refine, or amend these Terms and Conditions where necessary to reflect legal, operational, or commercial changes. However, no change will affect a booking that has already been accepted unless required by law or agreed by both parties. By using our service, you acknowledge that you have a duty to review the applicable terms for your booking and to provide accurate, lawful, and complete information throughout the process.

In summary, these terms are designed to ensure clear expectations, lawful waste handling, fair payment practices, and responsible service delivery. They protect both the customer and the service provider by setting out the obligations, limits, and procedures that apply to every booking. If you proceed with a booking, you agree to follow these terms in full and to cooperate reasonably so the service can be carried out safely, lawfully, and efficiently.