Man With Van Whetstone Terms and Conditions
These Terms and Conditions set out the basis on which Man With Van Whetstone provides removal, delivery, transport, and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order, as they explain how bookings are made, when payment is due, how cancellations are handled, and the limits of our responsibility. These terms are intended to be clear, fair, and consistent with UK consumer and transport practices.
In these terms, references to “we”, “us”, and “our” mean the service provider operating under the trading style Man With Van Whetstone, and references to “you” and “your” mean the customer, sender, recipient, or any person acting on behalf of the customer. Unless otherwise agreed in writing, all services are provided subject to availability, vehicle suitability, lawful access, and the accuracy of information supplied by the customer. Acceptance of a quotation does not itself guarantee performance until the booking has been confirmed and all required details have been provided.
These terms apply to bookings made by telephone, email, message, online form, or any other accepted method. They cover domestic and commercial jobs, single-item transport, small removals, collection and delivery, loading and unloading assistance, and similar van-based services. They do not apply to services expressly governed by a separate written contract. Where a written agreement conflicts with these terms, the written agreement will take priority to the extent of the inconsistency.
1. Booking process
A booking is normally made in three stages: quotation, provisional reservation, and confirmation. First, we may provide an estimated price or a fixed quote based on the information supplied by you, including the type of items, access conditions, mileage, timings, and any required labour. Second, if you wish to proceed, you may request a provisional booking slot. Third, the booking becomes confirmed only when we have accepted the job, any required deposit or pre-authorisation has been received, and you have provided accurate details of the move or delivery. We reserve the right to decline or amend a booking if the information changes materially, if the vehicle required is different from the one originally quoted, or if the job appears unsafe, unlawful, or impractical.
You are responsible for ensuring that all information given at the time of booking is complete and accurate. This includes, without limitation, the collection and delivery addresses, parking or access restrictions, property type, floor levels, item dimensions, weight estimates, dismantling requirements, and any special handling needs. If the actual work differs from the description provided, additional charges may apply and timing may change. We may also refuse to move items that cannot be safely handled with the equipment and staff assigned to the job. If we need extra labour, an additional vehicle, waiting time, or a larger van because of inaccurate information, you agree to pay the reasonable extra cost.
Bookings are scheduled subject to availability and may be affected by traffic, weather, road closures, parking restrictions, or events beyond our control. Times given are estimates unless expressly guaranteed in writing. We will use reasonable efforts to arrive within the agreed window, but delays can occur. If a delay is caused by circumstances outside our control, this will not normally amount to a breach of contract. If access is not available at the agreed time, or if nobody is present to authorise the work where required, we may treat the booking as a late cancellation or a failed attendance.
2. Payments and charges
Unless stated otherwise, charges are based on the quotation accepted by you, the time booked, the number of staff required, the vehicle used, mileage, tolls, parking, waiting time, and any additional services requested. Prices may be quoted as fixed fees, hourly rates, or a combination of both. Any estimate is given in good faith but may be revised if circumstances materially change. If the job takes longer than expected because of access issues, additional items, prolonged loading, or inaccurate information, extra time may be charged at the applicable rate. All prices are due in full without set-off or deduction unless required by law.
Payment terms will be made clear at the time of booking or on the invoice. In many cases, payment is required on completion of the service, although we may request part payment in advance, especially for larger jobs, out-of-hours work, or jobs involving third-party costs. We accept the payment methods notified to you in advance. If payment is not made when due, we may suspend further work, withhold delivery, or charge reasonable recovery costs where permitted by law. Interest or late fees may be charged on overdue sums where lawful and at a reasonable rate.
Any third-party expenses incurred on your behalf, such as parking charges, ferry costs, congestion-related charges, disposal fees, storage costs, or road permits, will be added to your invoice if not already included in the original quote. If cash is agreed as a payment method, you must ensure sufficient funds are available before the job starts or completes. Where a booking is cancelled late, aborted, or materially altered by you, any deposit may be retained in whole or part to reflect work already undertaken, vehicle allocation, administration, and lost opportunity.
3. Cancellations, rescheduling, and waiting time
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the size and timing of the job and will be assessed fairly. If you cancel sufficiently in advance, any prepaid amount may be refunded after deduction of reasonable administrative costs where applicable. If you cancel at short notice, fail to be present, refuse access, or are not ready for collection when the vehicle and staff arrive, we may charge a cancellation fee to cover lost time and allocated resources. Where the cancellation is due to our fault, your rights under consumer law are not affected.
If you ask us to wait because the property is not ready, keys are unavailable, or another part of the job is delayed, waiting time may be chargeable at the rate previously notified to you. If a move has to be rescheduled due to unsafe conditions, adverse weather, vehicle failure, or any event outside either party’s reasonable control, we will try to agree a new date. If no suitable alternative can be arranged, either party may cancel without further liability except for services already provided and costs properly incurred.
We may cancel or suspend a booking if we believe the job would breach the law, put our staff at risk, involve prohibited goods, or exceed the safe capacity of the vehicle or workforce. We may also cancel if the customer behaves abusively, refuses to comply with reasonable instructions, or materially misrepresents the job. In such cases, any refund will be limited to sums paid for services not yet supplied, less reasonable costs already incurred.
4. Customer responsibilities
You must ensure that items are properly packed, labelled where necessary, and ready for transport unless we have expressly agreed to pack or prepare them. Delicate, valuable, or irreplaceable items should be protected appropriately, and you should notify us in advance of anything fragile, heavy, or unusually shaped. You are responsible for backing up data and securing electronic devices before transport. Where we assist with loading or unloading, you remain responsible for advising us of any hidden defects, weaknesses, or special handling requirements.
You warrant that you have the right to move the items and that they are not stolen, prohibited, dangerous, or subject to legal restraint. We reserve the right to inspect items sufficiently to satisfy ourselves that they may be transported safely and lawfully. We may refuse certain goods including, without limitation, illegal substances, firearms, explosives, pressurised containers, hazardous chemicals, perishable waste, or any item that poses a risk to health, safety, or property. Any breach of these obligations may result in termination of the service without refund.
Where parking permissions, permits, keys, building access, lift use, or site authorisations are required, you must arrange them in advance unless we agree otherwise. You must also ensure that access routes are clear and that there is adequate space for safe loading and unloading. If we are prevented from carrying out the work because access is blocked or permission is missing, we may charge for waiting time, abortive attendance, or return visits. Our team may decline to carry items up or down stairs, through unsafe routes, or in conditions that create unreasonable risk.
5. Liability and limitations
We will exercise reasonable care and skill in performing the service. However, unless otherwise agreed in writing, we are not liable for loss or damage arising from pre-existing defects, inadequate packing, inherent fragility, unsuitable containers, or the nature of the goods themselves. We are not responsible for loss caused by delays outside our control, including traffic congestion, adverse weather, road incidents, strikes, or public authority action. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
Where we are liable for loss or damage to items actually in our care, our responsibility will ordinarily be limited to the lower of: the fair market value of the affected item, the cost of repair, or the amount recoverable under any relevant insurance policy held by us, subject to the policy terms. You should notify us of any claim as soon as reasonably possible and in any event within a reasonable period after delivery or completion of the job. We may ask for evidence such as photographs, proof of purchase, repair quotations, or other supporting documents.
We are not liable for indirect or consequential loss, including loss of earnings, loss of profit, loss of business, missed appointments, or any emotional distress arising from delay or non-delivery, to the extent permitted by law. If our staff follow your instructions contrary to their professional judgement, any resulting loss may be excluded or reduced. Where a claim is accepted, our liability will be confined to the actual damage proven and will not exceed the limits stated here or in any applicable written agreement.
6. Waste regulations and prohibited disposal
Where our services involve the removal of unwanted items, waste, or packaging, both parties must comply with applicable UK waste laws, including rules relating to the carriage, transfer, and disposal of controlled waste. We may only transport waste if it is lawful for us to do so and if the waste type has been accurately described. You must tell us in advance what is being removed so that we can determine whether it can be taken, whether special handling is needed, and whether a licensed facility or additional paperwork is required. We may refuse any waste that has not been declared correctly.
You must not ask us to dispose of hazardous waste, clinical waste, asbestos, chemicals, oils, batteries, gas cylinders, electrical items requiring specialist treatment unless separately agreed, or any other material subject to special regulation unless we have confirmed in writing that we are authorised and able to handle it. If you present such items without notice, we may refuse collection, charge abortive attendance, or require you to take the items back. Where waste transfer notes, receipts, or declarations are required by law, you agree to provide accurate information and co-operate with any lawful documentation process.
We reserve the right to take photographs or keep records of waste loads for compliance purposes. If you ask us to remove mixed loads, you must separate prohibited items where requested. Any illegal or unsafe disposal instruction will be refused. If we have reasonable grounds to believe that items are fly-tipped, stolen, contaminated, or otherwise unlawfully presented, we may report the matter to the appropriate authorities. The customer is responsible for ensuring that all waste handed over is lawfully owned, properly described, and suitable for the agreed disposal route.
7. Force majeure, insurance, and termination
We are not liable for failure or delay caused by events beyond our reasonable control, including extreme weather, fire, accident, flood, public transport disruption, vehicle breakdown, illness, industrial action, government restrictions, or emergency services intervention. If such an event occurs, we will take reasonable steps to minimise disruption and may reschedule the service where practicable. If performance becomes impossible, each party may end the affected booking without further liability, except for sums due for work already completed or costs already incurred in connection with the booking.
We may maintain insurance appropriate to the nature of the services we provide, but any such insurance does not create a broader liability than that stated in these terms. If you require cover above our standard limits, you must tell us before booking and we may agree different terms in writing. Any additional cover may be subject to extra charges, exclusions, and evidence requirements. You are encouraged to ensure your own insurance arrangements are suitable for your goods, particularly for high-value or unusual items.
We may end the contract immediately if you breach these terms, if your instructions would require unlawful conduct, if the working environment becomes unsafe, or if we reasonably believe that continuing would expose us to unacceptable risk. On termination, you must pay for work carried out up to the date of termination and any reasonable disbursements. Termination does not affect rights that have already accrued.
8. Governing law and general provisions
These Terms and Conditions are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or connected with the services, unless mandatory consumer law provides otherwise. If you are a consumer, you may also have rights under applicable UK consumer legislation that cannot be waived by contract. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
No person other than the customer and us shall have any rights under these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise in writing. A failure by either party to enforce any right or remedy shall not be treated as a waiver of that right or remedy. Any variation to these terms must be agreed in writing by an authorised representative. These terms form the entire agreement between the parties in relation to the relevant booking, subject to any mandatory statutory rights.
By confirming a booking with Man With Van Whetstone, you acknowledge that you have read, understood, and agreed to these terms. We aim to provide a professional, safe, and reliable van service, and these conditions are designed to make the booking process straightforward while protecting both parties. If you proceed with a reservation, you agree that all information supplied is accurate to the best of your knowledge and that you will comply with all obligations set out above.