Man with Van Surrey Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Surrey provides removal, transport, delivery and related services to private and business customers. By making a booking or allowing work to commence, 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:

1.1 "We", "us" and "our" means Man with Van Surrey, the provider of the removal and transport services.

1.2 "You" and "your" means the customer who makes the booking and any person on whose behalf the booking is made.

1.3 "Services" means any removal, transport, delivery, loading, unloading, packing, unpacking, storage or related services provided by us.

1.4 "Vehicle" means any van or other vehicle we use to carry out the Services.

1.5 "Goods" means all items and property to be moved, transported, handled or stored by us as part of the Services.

1.6 "Booking" means your request for Services which has been accepted and confirmed by us.

2. Scope of Services

2.1 We provide man and van services, household and office removals, single item and multiple item transport, and related services within Surrey and surrounding areas, and to other locations within the United Kingdom as agreed at the time of booking.

2.2 The specific Services, locations, dates, times, number of workers, and size and number of Vehicles will be agreed with you during the booking process and confirmed in writing where applicable.

2.3 We reserve the right to refuse to move any Goods that we reasonably consider to be dangerous, illegal, hazardous, prohibited by law, or unsuitable for transport in our Vehicles.

3. Booking Process

3.1 You may request a quotation and make a booking by phone or other communication methods offered by us. Quotations are based on the information you provide and are subject to change if the actual Services differ from those described at the time of quotation.

3.2 Your Booking is only confirmed when we have accepted your request for Services and you have agreed to these Terms and Conditions. We may at our discretion require a deposit to secure the Booking.

3.3 You must provide accurate and complete information, including but not limited to:

a. full addresses for collection and delivery locations

b. dates and approximate times

c. details of access, such as floor levels, lifts, parking restrictions, and distances from vehicle to property

d. an accurate description and approximate volume or number of Goods to be moved

e. any items that are unusually heavy, bulky, fragile, or require special handling

3.4 If access after arrival is materially different from the description provided, or the volume or nature of the Goods differs significantly, we may adjust the price, require additional labour or Vehicles, or in extreme cases refuse to carry out part or all of the Services.

3.5 Any estimated completion times are given in good faith but are not guaranteed, as they may be affected by traffic, weather, access conditions, or factors beyond our control.

4. Pricing and Payments

4.1 Prices may be provided as hourly rates, fixed prices, or a combination of both. The pricing structure will be agreed with you before the Booking is confirmed.

4.2 Additional charges may apply for:

a. waiting time caused by delays in access, keys, paperwork, or other issues outside our control

b. extra labour requested on the day or required due to circumstances not disclosed at the time of booking

c. extra trips, extended mileage, or services beyond those originally agreed

d. tolls, congestion charges, or parking fees incurred in performing the Services

4.3 Unless otherwise agreed in advance, payment is due immediately upon completion of the Services on the same day. For longer or larger jobs, we may require partial or full payment in advance.

4.4 We accept payment by methods notified to you during the booking process. You are responsible for ensuring that payment can be made in full when due.

4.5 If payment is not made when due, we reserve the right to:

a. charge reasonable interest on overdue amounts

b. withhold further Services or retain Goods until payment has been received in full

c. take appropriate steps to recover outstanding sums, including recovery of any associated costs.

5. Cancellations and Amendments

5.1 If you wish to cancel or amend your Booking, you must notify us as soon as possible.

5.2 Where you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred to a new date at our discretion.

5.3 If you cancel within 48 hours of the scheduled start time, we may retain all or part of any deposit and may charge a reasonable cancellation fee to cover our administrative costs and loss of reserved time.

5.4 If you cancel on the day of the move or after we have already dispatched a Vehicle or team, we may charge up to 100 percent of the agreed price.

5.5 Changes to dates, times, locations, or the scope of work are subject to availability and may result in a revised price. We are not obliged to accommodate changes, but will do so where reasonably possible.

6. Your Responsibilities

6.1 You are responsible for:

a. ensuring that all Goods are ready for collection at the agreed time, unless packing Services have been agreed

b. arranging suitable parking and any necessary permissions or permits for our Vehicles at all addresses

c. ensuring safe and adequate access to the property, including informing us of narrow streets, low bridges, internal and external staircases, or other potential access issues

d. securing all fragile items and ensuring that Goods are properly packed, unless we have agreed to provide packing Services

e. checking that nothing is left behind at the collection address and that all Goods are correctly delivered at the destination

6.2 You must not ask our workers to carry out any work that is unsafe, illegal, or not covered by the agreed Services, including but not limited to disconnecting gas, electrical, or plumbed appliances unless they are qualified and authorised to do so.

6.3 You must be present, or arrange for a responsible representative to be present, at both collection and delivery points to oversee the move, give instructions, and sign any relevant documentation.

7. Our Responsibilities

7.1 We will carry out the Services with reasonable care and skill, using appropriate Vehicles and personnel for the agreed work.

7.2 We will make reasonable efforts to adhere to agreed times, but start and finish times are approximate and may be affected by factors outside our control.

7.3 We will comply with relevant UK transport and waste regulations applicable to the Services we provide.

8. Liability for Loss or Damage

8.1 We will take reasonable care of your Goods while they are in our possession. However, our liability is subject to the limitations set out in these Terms and Conditions.

8.2 We will not be liable for:

a. loss or damage arising from your failure to pack Goods properly where we have not provided packing Services

b. loss or damage to the following items, unless we have specifically agreed in writing to handle them and you have drawn them to our attention: jewellery, money, securities, important documents, fragile antiques, or items of exceptional value

c. loss or damage caused by wear and tear, gradual deterioration, inherent defects, or pre-existing damage

d. loss or damage resulting from your failure to provide accurate information regarding the nature or value of Goods

e. purely economic loss, loss of profits, loss of opportunity, or any indirect or consequential losses

8.3 Our total liability for loss of or damage to Goods, whether arising in contract, tort, or otherwise, shall be limited to a reasonable amount in proportion to the price paid for the Services, unless a higher value has been agreed with us in writing before the Booking is confirmed.

8.4 We are not liable for delays, failure to perform, or additional costs where these result from circumstances beyond our reasonable control, including but not limited to severe weather, road closures, traffic incidents, accidents, breakdowns, or government restrictions.

8.5 You must notify us in writing of any loss or damage that you believe has been caused by us as soon as reasonably practicable and in any event within seven days of completion of the Services. We may inspect the alleged damage before any repair or replacement is carried out.

9. Excluded Items and Special Risks

9.1 Unless expressly agreed in writing, we do not move:

a. live animals or plants

b. perishable or temperature sensitive goods

c. firearms, ammunition, explosives, or hazardous substances

d. illegal goods or items obtained unlawfully

9.2 If such items are moved without our knowledge, they are carried at your sole risk and you will indemnify us against any resulting loss, damage, or liability.

10. Waste and Disposal Regulations

10.1 We operate in accordance with applicable UK waste management and transport regulations. We are not a general rubbish clearance operator and will only remove waste where this has been agreed as part of the Services.

10.2 Any disposal of items must comply with relevant waste laws. Certain items may require special handling or cannot be disposed of via household or commercial waste streams. These include, but are not limited to, electrical equipment, fridges and freezers, chemicals, paints, building rubble, and hazardous materials.

10.3 If you request us to dispose of items, you confirm that you are the legal owner of those items or have the authority of the legal owner to arrange disposal.

10.4 Additional charges may apply for the lawful disposal of items that are classified as bulky, hazardous, or requiring special processing or transport.

10.5 We reserve the right to refuse to take any items that we reasonably believe cannot be lawfully carried or disposed of under relevant UK regulations, or where handling such items would present a health and safety risk to our workers or third parties.

11. Insurance

11.1 We maintain appropriate insurance cover in respect of our legal liabilities as a removal and transport service provider. This is not a substitute for your own contents or transit insurance.

11.2 You are strongly advised to arrange your own insurance for the full replacement value of your Goods during the move and any related storage or handling.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our Services, you should raise the issue with our representative as soon as possible so that we can try to resolve the matter promptly.

12.2 If the issue is not resolved at the time, you should submit a written complaint within fourteen days of completion of the Services, setting out the details of your concern and any loss or damage claimed.

12.3 We will review your complaint, may request further information or evidence, and will aim to respond within a reasonable period. Where appropriate, we may offer a remedy, which could include repair, replacement, or a goodwill payment.

13. Data Protection and Privacy

13.1 We will collect and process personal information about you only as necessary for the purpose of providing the Services, managing your Booking, handling payments, and dealing with any queries or complaints.

13.2 We will take reasonable steps to keep your personal information secure and will not sell or share your details with third parties except where necessary to carry out the Services, comply with legal obligations, or enforce these Terms and Conditions.

14. Termination

14.1 We may terminate or suspend the provision of Services immediately if:

a. you fail to pay any amount when due

b. you act in an abusive, threatening, or unsafe manner towards our staff

c. you breach these Terms and Conditions in a serious way

14.2 In such cases, we may remove our workers and Vehicles from the location, and you will remain liable for all sums due, including any costs incurred as a result of the termination.

15. Governing Law and Jurisdiction

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

15.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services.

16. General Provisions

16.1 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 will be severed from the remaining provisions, which will continue to be valid and enforceable.

16.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the Services and supersede any prior understandings, agreements, or representations.

16.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to your agreement with us.

By confirming a Booking with Man with Van Surrey or by allowing the Services to commence, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.