Terms and Conditions for Man With A Van Mill Hill

These Terms and Conditions set out the basis on which Man With A Van Mill Hill provides removal, delivery, transport, and related services to customers in the UK. By making a booking, the customer agrees to comply with these terms and confirms that they have read and understood the scope of the service. These terms are intended to create a clear, fair, and practical agreement covering booking process, pricing, payment, cancellations, liability, waste handling, and the law that applies to the contract.

For the purposes of these terms, references to “we,” “us,” “our,” and “the company” mean the service provider operating under the name Man With A Van Mill Hill. References to “you” and “the customer” mean the person requesting or receiving the service, including any person acting on behalf of a business, household, landlord, tenant, or organisation. If the booking is made by someone on behalf of another person, the person placing the order confirms that they have authority to do so and accepts responsibility for the accuracy of the information provided.

These terms apply to all standard man and van services, including item collection, local and long-distance transport, loading and unloading, and certain disposal or clearance tasks where agreed in advance. Any special conditions discussed before the job are included only if confirmed in writing or otherwise clearly accepted by both parties. If there is any conflict between these terms and a specific written agreement, the specific agreement will take priority to the extent of that conflict.

1. Booking Process

A booking is made when the customer requests a service and we confirm acceptance of that request. A quote may be provided before booking, but a quote is not a final reservation unless we have confirmed date, time, service type, and any relevant price basis. We may request details such as the number and type of items, access conditions, property floor level, parking restrictions, waiting time risks, delivery requirements, or whether special equipment or additional staff are needed. Accurate information is essential because the quote and service plan are based on what the customer tells us.

We reserve the right to revise a quote if the information supplied by the customer is incomplete, inaccurate, or materially changed before the service date. Examples include additional items, extra stops, heavy or awkward goods, unplanned dismantling, or access obstacles not disclosed during booking. Where changes significantly affect the cost or feasibility of the job, we may update the price, amend the arrival time, or, in some cases, decline to proceed if the service requested is outside our available capacity or safety limits.

Customers should ensure that they have authority to move any items presented for transport. This is particularly important for hired, leased, shared, or business-owned goods, as well as items requiring proof of ownership or consent. We may ask for confirmation that any goods are lawful to move and that doing so will not breach tenancy terms, lease restrictions, building rules, or insurance conditions. The customer remains responsible for making sure the job can be carried out lawfully and safely.

2. Service Availability and Access All services are subject to availability and may depend on vehicle access, traffic conditions, weather, and operational constraints. We will make reasonable efforts to attend at the agreed time, but arrival times are estimates rather than guarantees unless expressly stated otherwise. Delays caused by road conditions, incidents, or circumstances beyond our control do not automatically entitle the customer to compensation, although we will aim to keep the customer informed where possible.

The customer must ensure that access is suitable and that the collection and delivery points are safe for loading or unloading. This includes arranging parking permissions where required, removing obstacles where reasonably possible, and ensuring that lifts, stairways, corridors, and pathways are usable. If access is restricted or delayed because of circumstances at the property, any additional time, labour, or parking costs may be charged to the customer. If we cannot complete the service because access is unsafe or impossible, we may treat the booking as cancelled by the customer and charge for time already spent and any incurred costs.

Where a job involves heavy, fragile, valuable, or specialist items, we may apply reasonable limits to what can be carried, stacked, dismantled, or moved manually. We may refuse to transport items that we believe present a risk to health, safety, the vehicle, or other goods. The customer agrees to tell us in advance about items such as pianos, safes, large appliances, glass, antiques, or items requiring disassembly, because these may require additional equipment or a revised service plan.

3. Payments and Charges

Unless otherwise agreed in writing, payment is due in full on completion of the service or at the point specified in the booking confirmation. We may require a deposit, part payment, or pre-authorisation for certain bookings, especially where the job involves long-distance travel, weekend work, high-value goods, or waste removal. Accepted payment methods will be communicated during booking. Any card charges, bank transfer delays, or failed payment attempts remain the customer’s responsibility until cleared in full.

The price may include labour, vehicle use, fuel, standard equipment, and agreed loading and unloading time. Additional charges may apply for waiting time, congestion, extra stops, congestion-related delays, parking fees, tolls, out-of-hours work, additional staff, specialist handling, or extra disposal costs. If the customer requests work outside the agreed scope, we may charge accordingly. We will use reasonable efforts to explain any extra charges before they are incurred, but the customer agrees that some costs may only become clear during the job.

Invoices must be paid by the date stated, where invoicing has been agreed. Late payment may result in administrative charges, suspension of future bookings, or recovery action where lawful. The customer remains liable for all amounts due, including any reasonable costs incurred in pursuing outstanding payment. Where a business customer is involved, set-off or withholding of payment is not permitted unless required by law or expressly agreed in writing.

4. Cancellations, Amendments, and No-Shows The customer may cancel or amend a booking by providing notice as early as possible. The closer the cancellation is to the service date and time, the more likely it is that costs have already been incurred and that a cancellation charge will apply. If the customer cancels after we have reserved time, allocated staff, dispatched a vehicle, or started travelling to the job, we may charge a reasonable fee to cover time, fuel, and administrative losses.

If the customer is not present at the agreed time, cannot provide access, or is otherwise unavailable and we cannot complete the service, this may be treated as a late cancellation or no-show. In such cases, we may charge the full or partial booking fee depending on the circumstances and the amount of work already undertaken. We will assess each situation fairly, taking into account the notice given, the reason for the failure to proceed, and whether the delay was caused by the customer or by matters beyond their control.

We may cancel or reschedule a booking if we are unable to perform the service safely, lawfully, or practically, including where there is a serious access problem, misleading booking information, adverse weather, vehicle failure, staff unavailability, or events beyond our reasonable control. Where we cancel for reasons within our control, we will offer a refund of any prepaid amount for the unperformed part of the service. We will not be liable for indirect losses arising from cancellation, provided this does not affect any rights you may have under law that cannot be excluded.

5. Liability and Customer Responsibilities

The customer must pack items properly unless packing is included as part of the agreed service. We are not responsible for damage caused by inadequate packing, unstable stacking, hidden defects, or the inherent weakness of an item. Delicate items should be protected and clearly identified. Where we assist with loading, unloading, or carrying, the customer accepts that some handling risk exists even when care is taken. Our team will act with reasonable skill and care, but we do not accept unlimited liability for every loss or damage event.

Our liability is limited to losses directly caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We are not responsible for loss of earnings, missed appointments, business interruption, or other indirect or consequential losses unless the law requires otherwise. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

If an item is damaged or lost, the customer must notify us as soon as reasonably possible and provide evidence such as photographs, purchase details, or a written description of the issue. We may inspect the item, the packaging, and the delivery circumstances before deciding whether a claim is valid. Any claim may be subject to a fair assessment of value, age, condition, and the extent to which the customer contributed to the loss. Customers are encouraged to arrange appropriate insurance for goods of high value or sentimental importance.

6. Waste Regulations and Disposal Services Where our service includes waste removal, clearance, or transport of unwanted items for disposal, the customer must accurately describe the materials involved. We only accept waste handling arrangements that comply with applicable UK waste rules and environmental obligations. We may refuse to collect or dispose of anything that we reasonably believe is hazardous, illegal, contaminated, improperly described, or not suitable for the agreed service. The customer must not ask us to remove items that require specialist licences or treatment unless this has been clearly agreed in advance.

Waste must be presented honestly and separated where necessary. The customer remains responsible for ensuring that items handed over for disposal are lawfully owned and may be removed. If the service involves mixed materials, electrical equipment, furniture, building debris, or bulky waste, additional fees may apply because of disposal requirements, sorting needs, or site charges. We may use licensed third-party disposal facilities or subcontractors where appropriate, and any such use does not change the customer’s obligations under these terms.

We do not accept responsibility for items later found to contain prohibited, dangerous, or misdescribed waste if the customer failed to disclose that information in advance. If the customer requests disposal of waste that is not allowed under the agreed service, we may return the items, arrange lawful handling at additional cost, or refuse the job altogether. The customer agrees to cooperate with any reasonable request for information needed to comply with environmental and waste disposal obligations.

7. Property, Storage, and Uncollected Items

We will handle items with reasonable care while they are in our possession, but the customer should remove or secure any loose contents, cash, jewellery, documents, or personal data before the service begins. Unless agreed in writing, we do not inspect the contents of boxes, drawers, or containers. The customer is responsible for checking that nothing prohibited, dangerous, or confidential is left inside items to be transported or disposed of. Any goods left in our vehicle or storage area without clear booking details may be treated according to reasonable lost property procedures.

If items are left uncollected, refused, or cannot be delivered because the customer is unavailable or because access is not possible, we may store them for a reasonable period at the customer’s cost, or we may arrange return delivery if practical and lawful. Any storage, re-delivery, or onward movement charges will be payable by the customer. We are not obliged to hold goods indefinitely, and if uncollected items remain unclaimed after reasonable notice, we may deal with them in accordance with applicable law and the value of the goods involved.

Where the service includes dismantling and reassembly, we will only do so where it is reasonably safe and within the agreed scope. We are not responsible for pre-existing defects, missing fittings, or items that cannot be reassembled because the original fixings, instructions, or parts were not supplied. The customer should ensure that furniture and appliances are suitable for transport and that any assembly requirements are disclosed before the booking is accepted.

8. Force Majeure, Complaints, and General Terms

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, road closures, accidents, strikes, natural events, government action, supply disruption, or unexpected mechanical issues. In such cases, we will aim to rearrange the service where practical. If rearrangement is not possible, either party may cancel the affected booking without further liability except for charges already properly incurred. These circumstances do not remove the customer’s obligation to pay for work already completed.

Any complaint should be raised as soon as possible after the service so that we can investigate fairly and promptly. The customer should provide enough detail to identify the issue, including the date of service, the items involved, and the nature of the concern. We will review the matter in good faith and may request supporting evidence. A complaint does not entitle the customer to withhold payment for undisputed parts of the service unless we agree otherwise or the law requires it.

We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will usually apply to that booking unless a change is required by law. If any part of these terms is found unenforceable, the remainder will continue in full force. No failure or delay by either party in exercising a right under these terms shall be treated as a waiver of that right.

9. Governing Law These terms and any dispute or claim arising from them, or in connection with the services supplied by Man With A Van Mill Hill, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of the contract is interpreted in a way that conflicts with mandatory legal rights, those statutory rights will prevail to the extent required by law.

By proceeding with a booking, the customer confirms acceptance of these terms and acknowledges that they form the basis of the agreement for the service. The intention is to keep the relationship straightforward, transparent, and commercially fair, while protecting both the customer and the company in line with applicable UK legislation. These terms should be read alongside any written quote or booking confirmation that forms part of the same arrangement.