Terms and Conditions for Man With Van Primrosehill
These terms and conditions set out the basis on which Man With Van Primrosehill provides removal, transport, lifting, loading, delivery and related moving services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing a booking. They are intended to create a clear agreement between you and the service provider, covering the booking process, payment terms, cancellations, liability, waste handling obligations, and the law that applies to the contract.
For the purposes of these terms, “we”, “us”, and “our” refer to the service provider operating under the Man With Van Primrosehill name. “You” and “your” refer to the customer, client, or any person acting on behalf of the customer. These terms apply to domestic and commercial jobs unless a separate written agreement states otherwise. If any part of a booking is arranged through a third party, the person who places the booking remains responsible for making sure all details are correct and that any person benefiting from the service understands these conditions.
We reserve the right to decline or cancel any booking where the requested work falls outside our service scope, breaches safety requirements, or is inconsistent with UK law. Nothing in these terms affects your statutory rights. Where there is any conflict between a written quotation and these terms, the written quotation will prevail only in relation to the specific details it covers, and only if it expressly states that it varies these terms.
1. Booking process A booking is formed when you accept a quotation or estimate and we confirm availability. The booking may be made by phone, email, messaging service, online form, or any other channel we choose to make available. To help us provide an accurate service, you must give complete and truthful information about the items to be moved, collection and delivery addresses, access conditions, parking, stairs, lifts, loading restrictions, time constraints, and any special handling requirements. If the details you provide are incomplete or inaccurate, we may need to amend the price, change the schedule, or refuse the job.
Quotations are usually based on the information supplied at the time of booking. If the volume, weight, access, waiting time, number of items, or labour required differs from what was described, the final charge may change. This is especially relevant for larger moves, bulky goods, fragile items, or premises with limited access. We may also revise the service plan if weather, road closures, parking issues, or safety concerns make the original arrangement impractical. Any estimate given before inspection is not a fixed price unless stated in writing.
If we provide a time slot, it is an estimated arrival window rather than an exact appointment. Delays can occur due to traffic, loading conditions, vehicle issues, or previous jobs overrunning. We will try to notify you of significant delays where possible, but we are not liable for minor schedule changes caused by factors beyond our control. You must ensure that someone aged 18 or over is present at both collection and delivery unless we agree otherwise in writing. If no responsible adult is available, we may refuse to start or complete the job and charge reasonable costs for wasted attendance.
2. Payments Unless agreed otherwise in writing, payment is due on completion of the service or at the point specified on the invoice. We may require a deposit, part payment, or advance payment for certain bookings, including larger removals, same-day jobs, weekend services, or work involving storage, disposal, or specialist handling. Any deposit paid may be non-refundable to the extent set out in the cancellation section below. Prices are quoted in pounds sterling and may be subject to VAT where applicable.
You are responsible for paying all agreed charges, including any additional labour, waiting time, congestion-related delays, parking charges, road tolls, congestion fees, stair fees, carrying distance charges, or material costs that were not included in the original quotation but became necessary due to circumstances at the job. Where payment is not made on time, we may charge interest on overdue sums in accordance with the Late Payment of Commercial Debts legislation where applicable, or otherwise at the statutory rate permitted by law. We may also recover reasonable costs of collection.
We accept the payment methods we notify to you from time to time. We may refuse to release goods, suspend services, or withhold completion documentation until payment has been received in full, unless doing so would be unlawful. If you dispute any part of an invoice, you must tell us as soon as reasonably possible and pay the undisputed amount by the due date. Disputes do not entitle you to withhold payment for any part of the service that has been properly supplied.
3. Cancellations, rescheduling, and waiting time If you wish to cancel or reschedule a booking, you must notify us as soon as possible. Cancellations made with sufficient notice may not incur a charge, but we reserve the right to retain any deposit or charge a cancellation fee if we have reserved time, vehicle resources, or staff in reliance on the booking. The exact fee, if any, may depend on the notice given and the type of service booked. For example, short-notice cancellations for same-day or heavily scheduled moves may lead to higher charges because the appointment slot cannot usually be refilled.
If you cancel after our team has already departed, or if access problems, incorrect address details, absent keys, unavailable lift access, unsafe premises, or non-availability of the customer prevent us from completing the job, we may treat this as a late cancellation or aborted attendance and charge reasonable costs. If you ask us to wait beyond the reasonable period allowed for your booking, waiting time may be charged at our applicable rate. Where rescheduling is possible, it will be subject to our availability and may involve a revised price if the new date, time, or service scope changes.
We may cancel or suspend a booking at any time if we reasonably believe there is a risk to health, safety, property, or legal compliance. Examples include severe weather, mechanical failure, suspected fraudulent booking details, abuse or threatening behaviour, unsafe handling conditions, or instructions that would require unlawful disposal or transport of goods. If we cancel for reasons within our control, we will aim to offer an alternative date or refund any prepaid amount that is not lawfully retained. If cancellation arises from your breach, any refund may be reduced by reasonable costs already incurred.
4. Our liability We will use reasonable skill and care in performing the services. However, our liability is limited to losses directly caused by our proven negligence or breach of contract. We are not responsible for indirect, incidental, or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or loss caused by third parties, except where such limitation is prohibited by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
Where we move items, you are responsible for ensuring they are suitable for transport and properly packed unless we have expressly agreed to pack them. Fragile, valuable, or sentimental items should be clearly identified in advance. We may refuse to transport items that are hazardous, prohibited, inadequately packed, or likely to damage other goods. We are not responsible for damage caused by inherent defects, poor packing, hidden weaknesses, inappropriate lifting instructions from the customer, or ordinary wear and tear. If you believe an item has been damaged during our service, you must notify us promptly and provide reasonable evidence.
Our total liability for any claim arising out of a single booking shall not exceed the amount paid or payable for that booking, except where a higher limit is required by law. If you ask us to leave items unattended, outside, or in a place not under your direct supervision, you accept the increased risk of loss or damage unless the arrangement was specifically agreed by us. You must ensure that access routes, floors, stairways, and parking areas are suitable and that any permissions needed for entry or parking have been obtained in advance.
5. Waste regulations and disposal Where our service includes disposal, clearance, or removal of unwanted items, you must disclose in advance what is to be removed. Certain materials are controlled by UK waste and environmental laws and may require special handling. You must not ask us to dispose of hazardous waste, clinical waste, asbestos, chemicals, solvents, gas cylinders, paint, oils, batteries, electrical waste, or any item that requires a specialist licence or carrier arrangement unless we have expressly agreed to do so and are legally permitted to handle it. If prohibited waste is presented on the day without prior notice, we may refuse removal and charge for attendance.
You confirm that any waste, rubbish, or unwanted goods handed over to us for disposal belong to you or that you have authority to instruct their removal. Once items are lawfully collected for disposal, they may not be recoverable. We may sort, separate, reuse, recycle, transfer, or dispose of waste in accordance with applicable environmental legislation and duty-of-care requirements. You must not place contraband, stolen goods, unsafe materials, or items linked to illegal activity in our vehicle or waste stream. If we reasonably suspect illegal waste or unlawful instructions, we may refuse the job and, where necessary, report the matter to the relevant authorities.
For waste and clearance jobs, additional charges may apply where disposal fees, recycling charges, special handling, or longer unloading times are involved. If the volume or category of waste differs from the description given at booking, the cost may be adjusted. You are responsible for any loss, fine, or claim arising from your failure to provide accurate information about the waste, including any classification errors or omissions. We act in accordance with the environmental obligations applicable to our operations and expect customers to cooperate fully with those requirements.
6. Customer responsibilities You must ensure that the premises, items, and access routes are ready for the agreed service time. This includes removing obstacles, securing pets, protecting delicate surfaces where needed, and arranging any lift, parking, or building access permissions. You must also ensure that the goods you ask us to handle are legal to transport, accurately described, and ready for loading. If items need dismantling, reassembly, or additional protection, you should tell us in advance so we can decide whether to provide that service and quote accordingly.
It is your duty to back up data and remove personal information from devices before they are moved or disposed of. We do not accept responsibility for data loss, software corruption, account access issues, or residual information on electronic equipment unless we have expressly agreed in writing to provide a specialist data handling service. If keys, fobs, codes, or entry instructions are supplied by you, you confirm that you have authority to share them and that they are accurate. You remain responsible for any instructions given by you or by someone acting on your behalf.
When our team is on site, you must not instruct them to perform unsafe or unlawful work. Our staff may stop work if they are exposed to abuse, harassment, discrimination, violence, or unsafe conditions. We may also refuse to continue if the job description changes materially from what was agreed. Any additional work must be approved before it is carried out, and it may be charged at our standard or enhanced rates depending on timing and complexity.
7. Force majeure and operational issues We are not liable for delay or failure to perform where this is caused by events outside our reasonable control, including extreme weather, fire, flood, accident, industrial action, public transport disruption, road closures, legal restrictions, national emergencies, or failures of utility or communication systems. In such cases, we will make reasonable efforts to rearrange the service, but we cannot guarantee performance at the original time or date. Where a force majeure event affects only part of the service, we may complete the unaffected parts and adjust the price fairly.
If a vehicle becomes unavailable, the route becomes unsafe, or a job takes substantially longer than expected because of unforeseen circumstances, we may substitute another suitable vehicle, add labour, alter the sequence of work, or return at a later time. We will act reasonably in making such decisions. If a booking requires multiple trips, storage, or coordination with other parties, timeframes are estimates and can be affected by operational realities. You agree that minor delays or adjustments of this kind do not amount to a breach where we have acted with reasonable care.
8. Complaints and notices If you are unhappy with any aspect of the service, you should tell us as soon as reasonably possible so we have a fair opportunity to investigate and, where appropriate, put matters right. Any notice under these terms must be given in writing unless we agree otherwise. Notices may be sent by the communication method used for the booking. Failure to raise a concern promptly may make it harder to assess what happened and may affect any remedy available.
9. Governing law These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, except where mandatory consumer law provides otherwise. If you are a consumer resident in Scotland or Northern Ireland, any rights available to you under mandatory local law are not affected by this clause to the extent that such rights cannot lawfully be excluded.
10. General provisions If any part of these terms is found to be invalid or unenforceable, the remainder shall continue in full force. A failure by us to enforce any right or provision does not constitute a waiver of that right or provision. We may update these terms from time to time, and the version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. These terms form the entire agreement between the parties in relation to the booking, unless otherwise stated in writing.
By proceeding with a booking for Man With Van Primrosehill, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are designed to ensure a fair, transparent, and legally compliant service for both parties, while supporting safe handling, responsible waste management, and clear expectations throughout the booking process. If any matter is not covered here, it will be handled in a reasonable manner consistent with UK law and standard industry practice.