Terms and Conditions

Man with Van Highbury Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Highbury provides man and van, removals, collection, delivery and related services. By placing a booking, confirming a quotation, or allowing our team to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

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

Customer means the person, firm or company who requests or accepts a quotation or booking for services from Man with Van Highbury.

Services means any man and van, removal, collection, delivery, loading, unloading, packing, unpacking, or related services provided by Man with Van Highbury.

Goods means the items, belongings, furniture, equipment or any other property that the Customer requests us to move, transport, handle or store.

Contract means the agreement between Man with Van Highbury and the Customer for the provision of services, incorporating these Terms and Conditions and any written quotation or written confirmation.

Service Area means the locations within which we routinely offer services, primarily Highbury and surrounding districts, as well as wider London and UK destinations, subject to quotation and availability.

2. Scope of Services

Man with Van Highbury offers local and longer-distance transport, removal and delivery services tailored to residential and commercial customers. Subject to prior agreement, this may include loading and unloading assistance, basic disassembly and reassembly of certain items, and packing or unpacking services.

The exact scope of services for a particular job will be detailed in our quotation and in any subsequent written confirmation. Services do not include specialist lifting, removal of fixtures, disconnection of gas, electrical or plumbing appliances, or any work requiring professional certification, unless expressly agreed in writing.

3. Booking Process

3.1 Requesting a quotation

Customers may request a quotation by providing details of the required date and time, collection and delivery addresses, approximate inventory of goods, access conditions, and any other relevant information. Quotations are based on the information supplied and are subject to revision if that information proves inaccurate or incomplete.

3.2 Accepting a quotation

A Contract is formed when the Customer accepts our quotation in writing, or gives clear verbal confirmation that the quotation is accepted and we confirm the booking. Acceptance of a quotation indicates agreement to these Terms and Conditions.

3.3 Booking confirmation

For scheduled moves, we will confirm the agreed date, time window, service description and applicable charges. Customers are responsible for checking all details in the confirmation and notifying us promptly of any discrepancies.

3.4 Changes to bookings

Any request to change the date, time, addresses, or scope of services must be made as early as possible. Changes are subject to our availability and may result in revised charges. Where changes significantly alter the volume of goods, journey distance, access conditions or time required, we reserve the right to amend the price or decline the change.

4. Charges and Payments

4.1 Basis of charges

Our charges may be calculated on an hourly rate, a fixed price, or a combination of both, depending on the nature of the job. Quotations are given on the assumption of normal access, reasonable parking, and no unusual difficulties. Where circumstances differ from those described at the time of quotation, additional charges may apply.

4.2 Included and excluded costs

Unless expressly stated otherwise, charges do not include parking fees, congestion or clean air zone charges, tolls, ferry fees, or permits. Where such costs are incurred directly in relation to the job, they may be added to the final invoice. Any additional services requested on the day that fall outside the original quotation are chargeable at our prevailing rates.

4.3 Deposits and prepayments

We may require a deposit or prepayment to secure a booking. The amount and due date of any deposit will be specified at the time of booking. Failure to pay the required deposit by the due date may result in cancellation of the booking.

4.4 Payment terms

Unless otherwise agreed in writing, payment is due in full immediately on completion of the services on the day of the move. For business customers or larger moves, alternative payment terms may be agreed in advance. Where payment is to be made by bank transfer, it should be completed within the agreed timeframe.

4.5 Late payment

Where payment is not made when due, we reserve the right to charge reasonable interest and administrative fees for late payment, and to withhold further services until all sums owed are settled. In the event of non-payment, we may pursue recovery of outstanding amounts through appropriate legal channels.

5. Cancellations and Postponements

5.1 Customer cancellation

If the Customer wishes to cancel a booking, notice must be given as early as reasonably possible.

If cancellation occurs more than 7 days before the scheduled date, any deposit paid may be refundable at our discretion, less any unrecoverable costs.

If cancellation occurs between 7 and 2 days before the scheduled date, we may retain some or all of the deposit to cover lost booking time and administrative costs.

If cancellation occurs within 48 hours of the scheduled start time, we may charge up to 75 percent of the estimated job value, or retain the deposit in full, whichever is greater.

5.2 Customer postponement

Where the Customer requests to postpone a booking, we will try to accommodate the new date and time, subject to availability. If the new date is not available, the request may be treated as a cancellation. In cases of postponement at short notice, rescheduling fees may apply.

5.3 Company cancellation

In rare circumstances, such as vehicle breakdown, staff illness, severe weather, safety concerns, or other events beyond our reasonable control, we may need to cancel or rearrange a booking. In such cases, we will contact the Customer as soon as reasonably practicable to offer an alternative time or date. Our liability in such cases is limited to a refund of any prepayments made for services not carried out, and we shall not be responsible for consequential losses arising from such cancellation.

6. Customer Responsibilities

The Customer is responsible for

Ensuring that all goods to be moved are properly packed, secured and ready for transport, unless packing services have been agreed.

Providing accurate and complete information about the volume and nature of goods, access conditions, parking restrictions, and any items requiring special care or handling.

Arranging suitable and legal parking for our vehicle at both collection and delivery addresses, and covering any associated costs where relevant.

Obtaining any necessary permits, permissions or approvals required for loading or unloading at the premises, such as building management consent.

Being present, or appointing a responsible representative, at collection and delivery addresses to oversee the move, give instructions where needed, and sign any job completion forms.

Ensuring that pets, children and other occupants are kept away from moving areas for safety reasons.

7. Goods Not Accepted for Carriage

Unless agreed in writing, we will not accept for carriage the following

Hazardous, flammable, explosive or corrosive materials, including gas cylinders, fuels, chemicals and paints.

Illegal items or substances of any kind.

Perishable or refrigerated goods that may spoil during transport.

Valuables such as cash, jewellery, watches, important documents, or irreplaceable items of high sentimental value.

Animals or live plants that may be affected by temperature, delay or handling.

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

8. Liability and Limitations

8.1 Duty of care

We will exercise reasonable care and skill in providing the services and handling the goods. However, our liability is subject to the exclusions and limitations set out in this section.

8.2 Exclusions of liability

We shall not be liable for

Loss or damage arising from the Customer's failure to pack goods properly, unless packing services were provided by us.

Damage to items where pre existing defects, weakness or wear and tear made them susceptible to damage, including but not limited to brittle materials, unstable furniture, or previously repaired items.

Loss or damage resulting from normal movement, vibration or handling during transport where goods were not suitably protected or boxed by the Customer.

Loss, damage or delay caused by circumstances beyond our reasonable control, including but not limited to traffic conditions, road closures, severe weather, accidents, strikes, or acts of third parties.

Indirect or consequential losses, including loss of profits, loss of opportunity, loss of business or any similar claims.

8.3 Limits on liability

Unless otherwise agreed in writing, our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable replacement value for the affected items, subject to an overall cap appropriate to the scale of the job. Customers are encouraged to maintain their own insurance for high-value goods or to notify us in advance if additional cover is required, which may be subject to extra cost and conditions.

8.4 Notification of loss or damage

The Customer must inspect the goods as soon as reasonably practicable after delivery. Any apparent loss or damage must be reported to us in writing within 48 hours of completion of the services, together with reasonable evidence of the loss or damage. Failure to notify within this period may affect our ability to investigate and may limit or extinguish any liability.

9. Access, Parking and Time Delays

9.1 Access conditions

Our quotation is based on reasonable access to the property, including suitable roads, driveways, stairs, lifts and corridors. If access is restricted, requires excessive carrying distance, or involves unusual difficulties such as very narrow staircases or limited lift access, additional charges may be applied for the extra time and labour involved.

9.2 Parking arrangements

The Customer is responsible for ensuring legal and suitable parking for our vehicle at both collection and delivery addresses. Any penalties, clamping, towing or other charges incurred as a direct result of inadequate or illegal parking arrangements may be charged to the Customer. We reserve the right to refuse to commence or continue services where parking is unsafe or unlawful.

9.3 Waiting time and delays

Where delays occur that are outside our control, including waiting for keys, lack of access to premises, or delays caused by third parties, we may charge for waiting time at our prevailing hourly rate. We will make reasonable efforts to minimise delay but are not responsible for consequences arising from such delays.

10. Waste and Environmental Regulations

10.1 Waste carriage

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and will only remove items for disposal where this has been agreed in advance and is compliant with relevant laws.

10.2 Prohibited waste

We do not carry or dispose of hazardous waste, clinical waste, chemicals, tyres, asbestos, or any substances classified as controlled waste except in strict compliance with regulations and only where expressly agreed. Customers must not present such items for carriage or disposal without our prior written consent.

10.3 Fly-tipping and unlawful disposal

We do not engage in fly-tipping or any unlawful disposal of waste. Any items we agree to remove for disposal will be taken to authorised facilities. Customers remain responsible for ensuring they have the right to dispose of items and that no third-party rights are infringed.

10.4 Environmental responsibility

We aim to operate in an environmentally conscious way, including efficient route planning and responsible handling of recyclable materials where practical. However, no specific recycling or environmental outcome is guaranteed unless expressly agreed in writing.

11. Insurance

We maintain appropriate cover relevant to the nature and scale of our operations. This may include vehicle insurance and public liability insurance. Customers are advised to maintain their own contents or business insurance to cover their goods during transit and handling, particularly for items of high value or special importance. Any additional insurance cover requested by the Customer may be subject to separate terms and charges.

12. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should raise your concerns as soon as possible with a member of our team so that we can seek to resolve the issue promptly. Formal complaints should be submitted in writing, providing full details of the job, the issue encountered, and any supporting evidence.

We will review and respond to complaints within a reasonable timeframe. Where a dispute cannot be resolved directly between us and the Customer, either party may consider pursuing independent advice or legal remedies as appropriate.

13. Data Protection and Privacy

We collect and use personal data necessary for the provision of our services, such as names, addresses, and contact details. This information is used solely for managing bookings, delivering services, processing payments, and handling any subsequent queries or claims. We take reasonable steps to keep personal data secure and do not sell personal details to third parties. By using our services, the Customer consents to the use of their information for these purposes.

14. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Contract. Any variation to these terms must be agreed in writing by an authorised representative of Man with Van Highbury.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 the provision of services.

16. 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 severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

17. Entire Agreement

These Terms and Conditions, together with any written quotation or written confirmation of booking, constitute the entire agreement between Man with Van Highbury and the Customer in relation to the provision of services, and supersede all prior discussions, correspondence, or understandings. No other terms, whether communicated verbally or in writing, shall form part of the Contract unless expressly agreed by both parties in writing.