Terms and Conditions for Man With Van Hackneymarshes

These Terms and Conditions apply to all removals, deliveries, collections, and related transport services provided by Man With Van Hackneymarshes and any variation of that trading name, including references to Hackneymarshes man with van services, man and van hire, and similar service descriptions. By making a booking, requesting a quotation, or instructing us to carry out work, the customer agrees to be bound by these terms. If any customer does not accept these terms, the service should not be booked or used.

These terms are intended to set out the basis on which services are provided, including the booking process, pricing, payment obligations, cancellation rules, limitations of liability, waste handling requirements, and the law that applies to the agreement. They are written for a UK service setting and should be read carefully before a booking is confirmed. References to “we”, “us”, and “our” mean the service provider; references to “you” and “your” mean the customer, account holder, or person requesting the service.

Nothing in these terms affects any rights that cannot legally be excluded under UK law. If any part of these conditions is found to be unenforceable, the remaining sections will continue in force. We may update these terms from time to time, and the version in force at the time the booking is accepted will apply to that job.

1. Booking Process

A booking may be requested by phone, email, online form, message, or any other channel we make available from time to time. A request for a quote does not itself create a binding booking. A booking becomes confirmed only when we have accepted the request, provided a price or estimate where applicable, and the customer has agreed to the stated service details. We may request further information before confirming availability, including collection and delivery addresses, access details, floor levels, parking restrictions, item lists, and any special handling needs.

It is your responsibility to ensure that all information given before the booking is complete and accurate. This includes the size, quantity, weight, and condition of items, whether dismantling or reassembly is required, and whether there are bulky, fragile, hazardous, or unusually heavy objects. Any changes after confirmation may affect the price, vehicle size, crew requirements, or completion time. We reserve the right to amend the quote or refuse to proceed if the actual work differs materially from the information originally supplied.

We may offer an estimated time of arrival rather than a fixed time. While we will always aim to attend within the agreed window, times may vary due to traffic, weather, access issues, prior job overruns, or events outside our control. Where a service is time-based, the customer must ensure that the crew can start work promptly upon arrival and can complete the job without unnecessary delay.

2. Scope of Service and Customer Responsibilities

Our service may include loading, transport, unloading, and limited assistance with placement of items where agreed in advance. Unless specifically agreed in writing, we do not provide specialist packing, dismantling, electrical disconnection, plumbing, or installation services. Any such work must be arranged separately and, where required, performed by a suitably qualified third party. The customer remains responsible for securing valuables, documents, cash, jewellery, and confidential items before the service begins.

You must ensure that the access route is suitable and that parking, loading, and unloading arrangements are lawful and practical. If permits, suspensions, or prior permissions are needed, it is your responsibility to obtain them unless we expressly agree otherwise. We may refuse to move any item that cannot be handled safely, is improperly packed, or presents a health and safety risk. Our crew may stop or modify work if they consider there is an unsafe condition, including unstable furniture, blocked access, inadequate lifting space, or exposure to dangerous materials.

If you are not present, you must make sure that an authorised person is available to give instructions and approve completion of the service. We are entitled to rely on instructions given by the customer, account holder, or an authorised representative. Any person giving instructions on your behalf will be treated as having authority to do so, unless you tell us otherwise before the job starts.

3. Prices, Deposits, and Payments

Prices may be calculated as a fixed quote, hourly rate, minimum charge, or a combination of these methods depending on the nature of the work. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. The quote may assume normal access conditions, standard loading and unloading times, and the items described at the time of booking. If any of these assumptions change, additional charges may apply.

We may require a deposit or card pre-authorisation to secure the booking. Any deposit is usually non-refundable if the cancellation rules in these terms are not met. Payment is due immediately upon completion unless we have agreed a different payment arrangement in writing. We accept only the payment methods we choose to offer at the time of booking, and we may refuse to release goods or continue work until payment arrangements are satisfied where lawful to do so.

Additional charges may arise for waiting time, difficult access, extra labour, stairs beyond the agreed level, long carries, parking costs, congestion or access fees, changes to the inventory, and work outside the agreed service scope. If an estimate is provided rather than a fixed price, the final charge will be based on the actual time, labour, and resources used, together with any agreed extras. If a customer disputes an invoice, they must notify us promptly and provide reasons in writing.

4. Cancellations, Postponements, and Failed Attendance

If you need to cancel or reschedule, you must notify us as soon as possible. Cancellation fees may apply depending on how close the cancellation is to the scheduled start time and whether we have already reserved staff, vehicles, or equipment for your job. In many cases, late cancellations can result in loss of deposit or a proportion of the agreed fee, especially where we are unable to reallocate the work.

If the customer is not ready at the agreed time, fails to provide access, gives incorrect information, or otherwise prevents the service from being completed, we may treat the booking as cancelled by you and charge for wasted attendance, waiting time, or the full or partial agreed fee where appropriate. We are not responsible for delays or non-attendance caused by events beyond our reasonable control, including severe weather, road closures, accidents, vehicle breakdowns, or restrictions imposed by authorities.

Where we must cancel or postpone a booking, we will try to give reasonable notice and, where possible, offer an alternative date or time. Our liability in such circumstances is limited to the return of any deposit paid for the affected booking, unless otherwise required by law. We will not be liable for any consequential loss caused by a postponement or cancellation that is outside our control.

5. Liability, Damage, and Insurance

We will exercise reasonable care and skill in carrying out the service. However, because removals and transport work often involves third-party access, pre-existing wear, fragile goods, and items packed by customers, liability must be limited to what is reasonable and lawful. You are responsible for ensuring that items are suitably packed, protected, and ready for transit unless we have expressly agreed to pack them ourselves. We do not accept responsibility for damage arising from poor packaging, hidden defects, inherent weakness, or customer instructions that conflict with safe handling.

Where we are found legally responsible for loss or damage caused by our negligence, our liability will be limited, at our option, to repair, replacement, or the reasonable market value of the affected item, subject to any applicable exclusions and limits permitted by law. We will not be liable for loss of profits, loss of opportunity, indirect loss, or any business interruption. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under law.

The customer must notify us of any alleged damage, shortage, or loss as soon as reasonably possible and in any event within a reasonable time after completion. We may require evidence, photographs, proof of ownership, repair estimates, or other information to assess the claim. Items of particular value should be declared in advance, and customers should consider obtaining their own insurance cover for goods in transit where appropriate. Any insurance we hold will be subject to its own policy terms and may not cover every item or circumstance.

6. Waste, Unwanted Items, and Regulatory Compliance

Where the service includes removal of unwanted goods, packaging, or household or commercial waste, you must tell us in advance exactly what is to be collected. We will only handle waste in accordance with applicable UK waste regulations and may refuse any item that is prohibited, hazardous, contaminated, or improperly described. This includes, without limitation, chemicals, asbestos, clinical waste, gas bottles, solvents, oils, batteries, fluorescent tubes, electrical waste, tyres, and any material requiring specialist treatment or licensing.

The customer remains responsible for ensuring that waste is presented lawfully and that it is not mixed with prohibited or dangerous materials. If waste collection or disposal is part of the agreed service, the customer authorises us to transport the waste to authorised facilities or transfer points as required by law. We may ask for a clear description of the waste stream and may decline to carry any item that could breach environmental, transport, or safety rules. If an item is incorrectly described and causes us additional disposal or compliance costs, those costs may be charged to the customer.

Where applicable, you acknowledge that waste transfer paperwork, receipts, or supporting records may be required and that you must cooperate with any lawful request for information. Any illegal tipping, concealment of waste type, or instruction to dispose of material unlawfully will be treated as a serious breach of contract, and we may terminate the job immediately without liability for any resulting delay or inconvenience caused to you.

7. Force Majeure and Suspension of Services

We will not be liable for any failure or delay in performing the service where such failure or delay arises from events beyond our reasonable control. These may include, but are not limited to, extreme weather, fire, flood, accident, vandalism, staff illness, strikes, transport disruption, road traffic incidents, government action, and equipment failure not caused by our negligence. In such cases, we may suspend the service, rearrange the booking, or cancel the job if performance becomes impractical or unsafe.

If performance is suspended due to force majeure, both parties will use reasonable efforts to agree a revised date or alternative arrangement. Where work has already been partly completed, you must pay for the portion of the service properly carried out, together with any costs reasonably incurred up to the point of suspension. We will not be responsible for losses resulting from events outside our control, provided we have taken reasonable steps to limit disruption and communicate with you where possible.

We may also suspend or terminate the service immediately if the customer behaves abusively, illegally, or in a way that creates a health and safety concern for our staff or property. In such cases, any fees already incurred remain payable, and no refund will be due for work already undertaken or for any wasted attendance caused by the customer’s conduct.

8. General Terms

Any variation to these terms must be agreed in writing by an authorised representative of the service provider. If we choose not to enforce a right or remedy at any point, that does not mean we have waived that right or remedy in the future. These terms, together with the confirmed booking details, form the entire agreement between us and the customer in relation to the relevant job and supersede any prior oral discussions or correspondence to the extent allowed by law.

If any term is found invalid, illegal, or unenforceable, it will be treated as modified to the minimum extent necessary to make it valid, or, if that is not possible, it will be severed without affecting the rest of the agreement. The parties do not intend that any third party should have the right to enforce any part of these terms unless the law expressly provides otherwise. Each booking is separate, and a breach on one job does not prevent us from enforcing our rights on another.

For clarity, these terms are written to govern the standard commercial relationship between the service provider and the customer. They are not intended to create any partnership, employment relationship, agency relationship, or joint venture. The customer may not assign or transfer the benefit of a booking without our prior written consent.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. If the customer is based elsewhere in the United Kingdom, the service will still be treated in accordance with the law stated here unless mandatory legal rules require otherwise.

Any dispute that cannot be resolved informally should be brought before the courts of England and Wales, which will have exclusive jurisdiction to hear the matter, except where consumer law gives the customer a different mandatory right. Nothing in this clause limits any statutory consumer protections that apply by law. Customers are encouraged to raise concerns promptly so that issues can be reviewed, documented, and resolved without unnecessary delay.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms. The service provider relies on the accuracy of the information supplied and on the customer’s cooperation in enabling a safe, lawful, and efficient move. Man With Van Hackneymarshes reserves the right to refuse any instruction that would require unlawful, unsafe, or impractical conduct.