Terms and Conditions
Man with Van Primrose Hill Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Primrose Hill provides removal and related services within the United Kingdom. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied unless we agree otherwise in writing.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer, you or your means the person, firm or company who requests or uses our services.
We, us, our or the Company means Man with Van Primrose Hill providing the agreed services.
Services means any removal, transport, loading, unloading, packing, unpacking, or related services that we agree to provide.
Goods means the items and property which are the subject of the Services.
Contract means the agreement between you and us for the supply of the Services, incorporating these Terms and Conditions.
2. Scope of Services
We provide man and van removal services, including collection, transportation and delivery of Goods, together with optional assistance such as loading, unloading, and basic packing or unpacking when agreed in advance.
The specific scope of the Services, including the addresses, dates, times, type and approximate volume of Goods, number of personnel, and any special requirements, will be confirmed at the time of booking.
Any additional work requested on the day of the move that is outside the original booking may be carried out at our discretion and may incur extra charges, which you agree to pay in accordance with our current rates.
3. Booking Process
All bookings must be made by an adult who has authority to enter into a contract. By making a booking you confirm that you are at least 18 years of age and legally capable of entering into binding contracts.
When you provide details of your move, you must ensure that all information is accurate and complete, including addresses, access details, parking arrangements, the nature and approximate quantity of Goods, and any items requiring special handling.
A booking is only confirmed when we have accepted your request and you have accepted any quoted price and applicable terms. We may provide confirmation verbally or in writing. We reserve the right to refuse any booking at our discretion.
You must inform us in advance of any factors that may affect the Services, such as restricted access, narrow staircases, lifts, time limits on loading or unloading, or parking restrictions. Failure to do so may result in additional charges or the Services taking longer than anticipated.
4. Pricing and Quotes
Prices may be based on an hourly rate, a fixed quote, or a combination of both, depending on the nature of the Services. The basis of charging will be made clear to you at the time of booking.
Any quote provided is based on the information you supply. If that information is incorrect, incomplete, or changes before or during the move, we are entitled to revise the quote and charge accordingly.
Quotes generally do not include insurance surcharges, parking charges, tolls, congestion charges, ferry charges or any other third-party fees unless expressly stated. These costs, where applicable, will be charged in addition and are your responsibility.
Where the Services are charged by the hour, the charging period starts from the agreed arrival time or from the time our vehicle and staff arrive at the first address, whichever is earlier, and ends when the last item is unloaded or the vehicle leaves the final address, whichever is later. Waiting time caused by circumstances within your control may be chargeable.
5. Payments
Unless otherwise agreed in writing, payment is due on or before completion of the Services on the day of the move. We reserve the right to request full or partial payment in advance to secure your booking.
We accept the payment methods that we notify to you at the time of booking. You are responsible for ensuring that any card or account used for payment is valid, has sufficient funds and belongs to you or that you have authority to use it.
If payment is not received when due, we may:
(a) suspend or withhold the Services, including refusing to unload Goods until payment is made; and
(b) charge interest on any overdue sums at the statutory rate, accruing daily until payment is received in full.
You agree to pay all reasonable costs and expenses we incur in recovering any overdue amounts, including collection agency fees and legal costs.
6. Cancellations and Changes
You may cancel or reschedule your booking by giving us notice. The amount of notice required and any applicable charges are as follows:
If you cancel more than 7 days before the scheduled move date, any deposit paid may be refunded or transferred to a new date at our discretion.
If you cancel within 7 days but more than 48 hours before the scheduled move date, we may retain some or all of any deposit to cover administrative and scheduling costs.
If you cancel within 48 hours of the scheduled move date or fail to be present at the agreed time and location without reasonable notice, you may be charged a cancellation fee up to the full quoted price.
Any request to change the date, time or scope of the Services is subject to availability and our agreement. We may treat significant changes as a cancellation and new booking.
If we need to cancel or substantially change your booking due to events outside our reasonable control, such as severe weather, vehicle breakdown, accidents, illness, or legal restrictions, we will notify you as soon as reasonably possible and offer an alternative date or a refund of any sums paid for Services not provided. We will not be liable for any indirect or consequential loss arising from such cancellation or changes.
7. Your Responsibilities
You are responsible for:
Ensuring that you have the legal right to move the Goods and that they are properly prepared for transport.
Arranging suitable parking at all relevant addresses and providing any necessary permits or permissions. Parking fines or charges incurred as a direct result of your failure to do so may be charged to you.
Ensuring that access to the property is safe and reasonable, including clear walkways, suitable staircases and lifts if applicable.
Supervising the Services and checking premises before our staff leave to ensure that nothing has been taken or left in error.
Properly securing or removing any fixtures, fittings or appliances that require disconnection prior to the move. We do not accept responsibility for damage resulting from the disconnection or reconnection of appliances unless we expressly agree to carry out this work.
You must not ask our staff to undertake any work that is unsafe, illegal or outside the scope of the Services.
8. Excluded and Prohibited Items
Unless we have agreed in writing, we do not carry or store:
Hazardous, explosive, corrosive, flammable or otherwise dangerous goods.
Illegal items or substances.
Cash, jewellery, watches, precious metals, stones or other high-value items.
Perishable goods or items requiring special temperature-controlled conditions.
Animals or living plants.
Any item the transport of which is prohibited by law.
If you submit such items without our knowledge, you do so at your own risk. We will not be liable for any loss, damage, delay or consequences arising from the transport of such items. You agree to indemnify us against any claims, damages, costs or expenses arising as a result.
9. Waste and Disposal Regulations
We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service and will not remove household refuse, construction rubble, contaminated materials or other controlled waste unless this has been expressly agreed and authorised in advance.
Where we agree to dispose of items on your behalf, we will do so through appropriate and lawful channels. Any waste disposal charges, recycling fees or associated costs will be payable by you in addition to the standard service charges.
You must not request, and we will not knowingly undertake, any disposal that would breach waste management laws or regulations. If we become aware that items we have been asked to remove constitute prohibited or controlled waste, we may refuse to proceed or may take steps to comply with legal requirements at your expense.
10. Liability for Loss or Damage
We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods, or for any delay or failure in providing the Services, is subject to the limitations in this clause.
We are not liable for:
Normal wear and tear, minor marks or scratches, or deterioration arising from the age or condition of Goods.
Loss or damage caused by your failure to adequately pack, protect or secure items, especially fragile or valuable Goods, where packing was your responsibility.
Loss or damage resulting from inaccurate information you provide or from your instructions which we reasonably consider to be unsafe or impractical.
Loss or damage due to fire, flood, weather conditions, road traffic incidents or other events beyond our reasonable control, unless caused by our negligence.
Damage to premises or property other than the Goods unless we have been negligent and the damage is reported to us as soon as reasonably possible.
Any indirect, consequential or purely economic loss, such as loss of profit, loss of opportunity or loss of enjoyment.
Our total liability for loss of or damage to Goods arising from any single event or series of connected events will not exceed a reasonable replacement value of the affected Goods subject to an overall cap, unless otherwise agreed in writing. You are advised to arrange your own insurance for high-value items or for additional protection.
Where any loss or damage occurs, you must notify us in writing as soon as reasonably practicable and in any event within a reasonable period after completion of the Services. We may inspect the damage or require evidence of value before considering any claim.
11. Time Limits and Delays
Any times stated for arrival, completion of the move or duration of the Services are estimates only. While we will make reasonable efforts to meet agreed times, we do not guarantee that the Services will start or finish at a specific time.
We are not liable for delays arising from traffic conditions, road closures, weather, accidents, breakdowns, overloading restrictions, or other circumstances outside our reasonable control.
If delay is caused by your actions or omissions, including inadequate access, waiting for keys, or incomplete packing where you were responsible, we may charge for waiting time or additional hours at our prevailing rates.
12. Insurance
We maintain appropriate insurance cover in connection with our business and vehicles as required by law. This may not cover all potential loss or damage to Goods. You are strongly advised to arrange separate insurance cover for your Goods during transit and handling, particularly for high-value or fragile items, and to ensure that such cover is adequate to your needs.
13. Complaints
If you have any concerns or complaints about the Services, you should raise them as soon as possible, preferably on the day of the move so that we have an opportunity to address them promptly.
If a matter cannot be resolved immediately, you should set out full details of your complaint in writing within a reasonable period after the Services have been completed. We will review your complaint and respond within a reasonable time.
14. Data Protection and Privacy
We collect and use personal data necessary to administer your booking, provide the Services and manage our relationship with you. This may include your name, address, contact details, payment information and details about the Services requested.
We will handle your personal data in accordance with applicable data protection laws and use it only for legitimate business purposes, such as providing the Services, processing payments, and maintaining records. We will not sell your personal data to third parties.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
You and we 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.
16. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.
No variation of these Terms and Conditions shall be effective unless it is in writing and expressly agreed by us. Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
These Terms and Conditions, together with any written confirmation of your booking, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings.
