Terms and Conditions
Man with Van Whetstone Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Whetstone provides removal, transport and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to access your premises or goods, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions:
Customer means the person, company or organisation that books or pays for the services.
Services means any removal, transport, loading, unloading, packing, unpacking, or related services provided by Man with Van Whetstone.
Goods means any items, furniture, boxes, equipment or other property moved, transported, stored or handled by us on your behalf.
Vehicle means any van or other vehicle used by us to carry out the services.
Contract means the agreement between you and Man with Van Whetstone incorporating these Terms and Conditions.
2. Scope of Services
Man with Van Whetstone provides domestic and commercial removal and transport services, including small house moves, flat moves, office moves, collection and delivery of single items or multiple items, and related loading and unloading services.
We operate primarily within our usual service areas but may agree to travel further by prior arrangement. Any long-distance or out-of-area work may be subject to additional charges and specific conditions agreed in advance.
We reserve the right to refuse to carry any item which we reasonably believe is unsafe, illegal, inadequately packaged, excessively heavy, or likely to cause damage to our vehicle, equipment, staff or other customers goods.
3. Booking Process
All bookings are subject to availability and are only confirmed when we have accepted your request and provided you with confirmation. Confirmation may be given verbally or in writing, including digital confirmation.
You are responsible for providing accurate and complete information at the time of booking, including:
Full collection and delivery addresses.
Details of access, including floors, lifts, parking restrictions, and any special access arrangements.
An accurate description of the volume and nature of the goods to be moved.
Any items which require special handling, such as fragile, bulky, or high-value goods.
Any time restrictions or special requirements.
Our quotation and allocation of time, vehicles and staff are based on the information you provide. If the information is incomplete or inaccurate, we may adjust the price, require additional time or vehicles, or in extreme cases decline to complete the service.
Where a fixed price is given, it is based on the agreed list of items, addresses and conditions. If there are significant changes on the day, including additional items, extra flights of stairs, or unexpected access issues, we may reasonably adjust the charges.
4. Quotations and Pricing
Quotations may be provided as an hourly rate, a fixed price, or a minimum charge, depending on the nature of the job. Any quotation is based on the details you supply and is valid for a limited time, which we will specify or, if not specified, for 30 days from the date of issue.
Unless otherwise stated, quotations do not include:
Parking fees, congestion charges, tolls, or fines arising from circumstances beyond our control.
Dismantling or reassembly of furniture or equipment.
Disconnecting or reconnecting appliances.
Special lifting equipment or protective materials beyond our normal provision.
If any additional charges arise due to circumstances not disclosed at the time of booking, they will be added to your final bill and are payable in accordance with these Terms and Conditions.
5. Payments
Unless agreed otherwise in writing, payment is due either in advance of the service or immediately on completion of the service. We may require a deposit at the time of booking, particularly for larger moves, long-distance jobs, or weekend and peak-time bookings.
We accept common UK payment methods as notified to you at the time of booking. We do not accept payment by methods not expressly agreed in advance.
If payment is not made when due, we reserve the right to:
Charge interest on the outstanding amount at the statutory rate applicable in England and Wales.
Withhold or cease ongoing services.
Retain goods in our possession under a lien until all outstanding sums have been paid in full.
Any costs we reasonably incur in recovering overdue payments, including legal and enforcement costs, shall be payable by you.
6. Cancellations, Amendments and Delays
If you need to cancel or amend your booking, you must notify us as soon as possible. The following will normally apply unless we agree otherwise in writing:
Where you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred, subject to our reasonable administration costs.
Where you cancel within 24 to 48 hours of the scheduled start time, we may retain all or part of the deposit to cover lost bookings and costs incurred.
Where you cancel within 24 hours of the scheduled start time or fail to be present when we arrive, we may charge up to 100 percent of the quoted price.
Amendments to the date, time, or scope of the work are subject to availability and may lead to a revised quotation. If we cannot accommodate the change and you decide to cancel, the above cancellation terms will apply.
We are not liable for delays caused by circumstances beyond our reasonable control, including severe traffic, accidents, road closures, weather conditions, security incidents, or delays caused by other parties. In such cases we will make reasonable efforts to keep you informed and to complete the work as soon as reasonably possible.
7. Customer Responsibilities
You are responsible for:
Ensuring that you, or an authorised representative, are present for the duration of the service to provide access, instructions and to check the work.
Providing safe and suitable access to the collection and delivery locations, including arranging any required parking permits or pre-booked bays in advance.
Packing your goods safely and securely, unless you have specifically booked a packing service.
Removing any fixtures, fittings or items attached to walls, floors or ceilings that are to be moved.
Checking that nothing is left behind at the collection address before our team leaves.
If parking restrictions apply, you must arrange suitable parking as close as reasonably possible to the property. Any parking tickets or penalties arising from the absence of proper arrangements may be added to your final bill where they were not caused by our negligence.
8. Our Responsibilities
We will provide the services with reasonable care and skill, using staff and vehicles suitable for the job as described at the time of booking. We will take reasonable steps to protect your goods and property while they are in our care.
We will aim to arrive at the agreed time, but any arrival times are estimates and not guaranteed unless expressly agreed as a timed service. Where we become aware of any significant delay, we will take reasonable steps to notify you.
9. Liability and Limitations
Our liability for loss of or damage to goods, property or premises arising from our negligence shall be limited as follows, unless a higher level of cover is agreed in writing and any applicable additional charges are paid:
We will not be liable for loss or damage that is not directly caused by our negligence or breach of contract.
We will not be liable for any indirect, consequential or purely economic loss, such as loss of profit, loss of income, or loss of business.
We will not be liable for loss of or damage to:
Items packed by you unless there is clear external damage to the packaging caused by our handling.
Cash, jewellery, precious metals, watches, stones, securities, or other high-value items, unless declared and specifically agreed in advance.
Any perishable goods, plants, or items that may deteriorate.
Electrical or mechanical items where there is no evidence of external damage caused by us. We cannot guarantee the working condition of such items before or after the move.
Any damage arising from inherent defects, loose parts, poor construction, or pre-existing damage.
Any goods prohibited or restricted by law.
You must notify us of any loss or damage as soon as reasonably possible, and in any event within a reasonable period after completion of the services. We may require photographic evidence and an opportunity to inspect any alleged damage before accepting liability.
Where we are liable, our liability shall be limited to the reasonable cost of repair or replacement of the item, taking into account age, condition and fair market value, and subject to any overall financial limits agreed or imposed by law.
10. Exclusions of Liability
We shall not be liable for:
Delay in completion of the work where caused by factors outside our reasonable control, such as traffic, weather, road closures, delays in gaining access, or actions of third parties.
Damage to items that are not suitably packed or protected, where we did not carry out the packing.
Damage caused by your failure to ensure appropriate access or safe conditions at the premises.
Any damage to driveways, paths, lawns or other surfaces where we are required to drive or park at your request or where no suitable alternative is available.
11. Waste and Disposal Regulations
We comply with relevant United Kingdom waste and environmental regulations. We are not a general waste carrier and will not remove or dispose of household or commercial waste unless this has been specifically agreed as part of the service and is lawful.
You must not request us to carry or dispose of:
Hazardous, toxic or dangerous waste, including chemicals, solvents, asbestos, gas cylinders or clinical waste.
Illegal items, controlled substances or stolen property.
Waste that requires a specific licence or special handling under environmental legislation.
If you provide items for disposal, you warrant that you have the right to dispose of them and that they do not fall into any prohibited category. Any breach of this warranty may result in additional charges and you agree to indemnify us for any fines, penalties, or costs we incur as a result.
Where we agree to remove items for disposal, we will do so using lawful and responsible methods, which may include transfer to licensed facilities or recycling centres, in accordance with applicable regulations.
12. Insurance
We maintain appropriate insurance cover as required for the operation of our vehicles and services. This may include public liability insurance and, where applicable, cover for goods in transit.
Our insurance is subject to the terms, conditions, limitations and exclusions set by our insurers. Copies or summaries of relevant insurance details can be made available on request.
You are encouraged to consider obtaining your own additional insurance cover if you require higher protection for your goods or for specific high-value items, as our standard limits may not fully cover your potential loss.
13. Complaints and Claims
If you have any concerns or complaints about our services, you should raise them with our team as soon as possible, preferably on the day of the move, so that we have an opportunity to rectify any issues immediately.
Any formal claim for loss or damage should be made to us within a reasonable time after completion of the services. You should provide full details of the circumstances, the items affected, and any supporting evidence. We may ask for photographs, receipts or other documentation to assess the claim.
We will review all complaints and claims fairly and aim to respond within a reasonable time frame. If a settlement is offered, this will be in full and final settlement of the claim in respect of the specific loss or damage identified.
14. Force Majeure
We shall not be in breach of the contract nor liable for any delay in performing, or failure to perform, any of our obligations if such delay or failure results from events, circumstances or causes beyond our reasonable control. This may include, but is not limited to, extreme weather, natural disasters, accidents, acts of terrorism, strikes, or unexpected road closures.
Where a force majeure event occurs, we will endeavour to notify you as soon as reasonably practicable and to resume the services as soon as circumstances allow. If the delay is substantial, either party may have the right to terminate or reschedule the contract on fair terms.
15. Data Protection and Privacy
We will collect and process personal data only to the extent necessary to manage your booking, provide the services, handle payments, and comply with our legal obligations. We will take reasonable steps to keep your information secure and will not share it with third parties except where required for the performance of the contract, for legal reasons, or with your consent.
By using our services, you consent to the processing of your personal data in accordance with this clause and applicable data protection legislation in the United Kingdom.
16. Variation of Terms
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 contract. Any material changes will normally apply only to future bookings and will not affect a contract already in place unless required by law.
17. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be removed or limited to the minimum extent necessary, 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 their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
You and Man with Van Whetstone 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 or formation.
By confirming a booking or using our services, you confirm that you have read, understood and agree to these Terms and Conditions.
