Man and Van West Kensington Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van West Kensington provides local removal and man and van services. By making a booking, using our services or allowing our staff to begin work, you agree to be bound by these Terms and Conditions. You should read them carefully before confirming any booking.

These terms are intended to create a clear and fair framework for both parties. They apply to all services we provide, including but not limited to residential moves, small office moves, local transport of goods, loading and unloading, and related man and van services within our service area.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual, company or organisation booking or using our services.
We, us, our means the service provider trading as Man and Van West Kensington.
Services means any removal, transport, loading, unloading, packing, or associated services provided by us.
Vehicle means any van or other vehicle used by us to perform the services.
Goods means the items, belongings, furniture, equipment or materials that we agree to move or otherwise handle.

Scope of Services

We provide man and van and removal services on a time-based or fixed-price basis, as confirmed at the time of booking. Our services may include:

Local household removals and relocations.
Small office or business moves.
Transport of single or multiple items.
Loading and unloading of goods at agreed addresses.
Optional assistance with packing and unpacking where agreed in advance.

We reserve the right to refuse to move any item that in our reasonable opinion is unsafe to handle, illegal to transport, excessively heavy or bulky for the available manpower or vehicle, or is likely to cause damage to property or to our vehicle.

Booking Process

All services must be booked in advance. A booking will be treated as provisional until we have confirmed availability and the Client has accepted the quoted rate and key details. A booking is only considered confirmed when we issue written confirmation or otherwise expressly confirm that the booking is accepted.

At the time of booking, the Client must provide accurate information, including:

The full collection and delivery addresses.
Details of access at each address, such as stairs, lifts, parking distance from the entrance and any restrictions.
An honest and accurate description of the volume and nature of the goods to be moved.
Any special handling requirements, such as fragile, valuable, bulky or unusual items.
The preferred date and approximate time of the move.

If the information supplied is incomplete or inaccurate, we may adjust the quoted price, alter the service plan, or in serious cases refuse to carry out the work, in which case cancellation charges may apply.

We cannot guarantee specific arrival times but will make reasonable efforts to attend within the agreed time window. External factors such as traffic, weather and access conditions may affect timings, and we will not be liable for delays beyond our reasonable control.

Quotations and Pricing

Quotations may be given on a time-based rate or as a fixed price for an agreed scope of work. The applicable basis will be clearly indicated at the time of booking.

Time-based bookings are charged from the time the vehicle and team arrive at the agreed collection address or the scheduled start time, whichever is later, until completion of unloading at the final destination or the end of the booked period, whichever is later. Waiting time caused by the Client, building management, or third parties is chargeable.

Fixed-price bookings are based on the information provided by the Client. If the actual work required materially exceeds the agreed scope, we may either charge additional time-based fees for the extra work or decline to carry out the additional work. In both cases, any extra charges will be explained to the Client as soon as reasonably practical.

Unless expressly stated otherwise, quoted prices do not include:

Parking charges, tolls or congestion charges.
Disassembly or reassembly of furniture.
Packing materials or packing services.
Storage or overnight holding of goods.
Waste disposal or the removal of items for disposal.

Any such additional costs will be chargeable to the Client and may be added to the final invoice.

Payments and Charges

Payment terms will be confirmed at the time of booking. We may require full or partial payment in advance, a deposit, or payment in full upon completion of the service at our discretion.

The Client is responsible for ensuring that funds are available and that payment is made using a valid method accepted by us. Where payment is due on completion, it must be made immediately after the service has been provided and before our staff leave the final destination, unless otherwise agreed in advance.

If payment is not made on time, we reserve the right to charge reasonable interest on overdue sums and to recover all associated costs of collection, including legal and administrative expenses. We also reserve the right to withhold delivery of goods or retain possession of goods already loaded until full payment is received.

All charges are stated exclusive of any applicable taxes unless otherwise specified. If any tax becomes payable on the services, the Client is responsible for paying it in addition to the quoted charges.

Cancellations and Amendments

The Client may cancel or amend a booking by giving reasonable notice. Specific cancellation terms will be confirmed at the time of booking, but the following general principles apply:

If the Client cancels with more than 48 hours notice before the scheduled start time, any deposit paid may be refundable, subject to our discretion and any non-recoverable costs incurred.
If the Client cancels with less than 48 hours notice but more than 24 hours, a cancellation charge of up to 50 percent of the estimated service cost may apply.
If the Client cancels with less than 24 hours notice or on arrival of the vehicle at the collection address, we may charge up to 100 percent of the estimated service cost.

If the Client wishes to change the date, time or scope of the booking, we will endeavour to accommodate the request but cannot guarantee availability. Substantial changes may be treated as a new booking and may incur additional charges or cancellation fees for the original booking.

We reserve the right to cancel or reschedule a booking in the event of circumstances beyond our control, including but not limited to extreme weather, vehicle breakdown, staff illness, safety concerns, or legal restrictions. In such cases, we will notify the Client as soon as reasonably possible and offer an alternative date or a refund of any prepayments for services not provided. We will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

Client Responsibilities

The Client is responsible for:

Ensuring that all goods to be moved are properly packed and secured, unless we have agreed to provide packing services.
Obtaining all necessary permissions for access, parking and loading or unloading at the collection and delivery addresses.
Ensuring that there is suitable and safe access for the vehicle and our staff, including clear pathways, safe staircases and adequate lighting.
Supervising the move or appointing a representative to do so, particularly when directing the placement of items at the destination.
Checking that nothing is left behind at the collection address before our staff leave.

The Client must not request or permit our staff to perform tasks that are unsafe, unlawful or outside the agreed scope of services, including disconnection of gas appliances, tampering with electrical installations, or moving items that are prohibited or hazardous.

Items We Do Not Move

We will not knowingly transport:

Illegal substances or items, stolen goods or anything that may cause us to breach the law.
Hazardous materials such as explosives, flammable liquids, compressed gases, chemicals or toxic substances.
Perishable goods that are likely to deteriorate or leak during transport, unless expressly agreed.
Animals, livestock or pets.

If such items are discovered, we may refuse to transport them, and the Client may be liable for any associated costs, delays or damages.

Liability and Limitations

We will exercise reasonable care and skill in providing our services. However, our liability is subject to the limitations set out in this section.

We are not liable for loss or damage arising from:

Inadequate or improper packing by the Client where we did not provide the packing service.
Normal wear and tear, scratching, scuffing or minor marks that are reasonable in the context of moving goods.
Pre-existing damage, defects or weaknesses in items or property, whether visible or not.
Disassembly or reassembly of furniture carried out at the Client's request, unless we have acted negligently.
Loss or damage to items of particularly high value or sentimental importance, such as jewellery, cash, documents, artworks, antiques or collections, unless we have expressly agreed to handle them and the Client has provided full details and valuations in advance.

Our total liability for loss of or damage to goods, or for any other loss arising from our services, will not exceed a reasonable and proportionate amount having regard to the price paid for the services and the nature of the goods, and may be capped at a specific amount per job as notified to the Client at the time of booking.

We are not liable for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of data or inconvenience, even if we have been advised of the possibility of such losses.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

Insurance

We may maintain insurance cover appropriate to the nature of our business, but this does not replace the Client's responsibility to ensure that adequate insurance is in place for their own goods and property. The Client is strongly advised to check their household or business insurance policies and to arrange additional cover if necessary.

Any claim for loss or damage must be reported to us as soon as reasonably possible and in any event within a reasonable time after completion of the services. We may request evidence of the loss or damage and of the value of the items concerned.

Parking, Access and Third Party Charges

The Client is responsible for securing suitable parking and access for the vehicle at both collection and delivery addresses. Any parking fines, penalties, tolls, congestion charges or similar costs incurred as a direct result of performing the services will be added to the Client's final invoice, unless such charges arise from our own error.

If access is restricted or unsuitable and we are unable to complete the work as planned, we may charge for waiting time, additional labour, additional trips, the use of alternative equipment, or in severe cases treat the booking as cancelled by the Client.

Waste and Disposal Regulations

We are a removal and transport service and are not primarily a waste disposal operator. We will not collect or dispose of waste or rubbish unless this has been expressly agreed as part of the booking and complies with applicable waste regulations.

The Client must not include general household waste, construction debris, hazardous waste or any materials classed as controlled waste in the goods to be moved, unless we have agreed in advance to an appropriate service and any required licences, documentation and disposal fees are in place.

Where we agree to remove items for disposal, the Client warrants that they have the right to dispose of those items and that they do not include prohibited or hazardous materials. Any waste disposal will be undertaken in compliance with relevant regulations, and associated fees will be chargeable to the Client.

Delays and Events Beyond Our Control

We will not be responsible for delays or failure to perform our obligations caused by events beyond our reasonable control, including but not limited to severe weather, traffic incidents, road closures, vehicle breakdowns, strikes, public disturbances, accidents, or restrictions imposed by authorities.

If such an event occurs, we will notify the Client as soon as reasonably possible and take reasonable steps to minimise the effects. Where services cannot be performed on the agreed date due to such events, we may offer an alternative date or, if appropriate, a partial refund for services not provided.

Complaints and Dispute Resolution

If the Client is dissatisfied with any aspect of the services, they should raise the issue with our representative as soon as possible during the move so that we have an opportunity to address it immediately where practical.

If the issue cannot be resolved on the day, the Client should submit a formal complaint within a reasonable period after the service is completed, giving full details of the concerns and, where relevant, photographs or other evidence. We will investigate the complaint and respond within a reasonable timeframe.

Both parties agree to make genuine efforts to resolve disputes through discussion and negotiation before considering formal legal action.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed 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 arising out of or in connection with these Terms and Conditions or their subject matter or formation.

Changes to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in law, our services or our business practices. Any such changes will take effect when published and will apply to bookings made after that date. The version of the Terms and Conditions in force at the time of booking will apply to that booking unless otherwise agreed in writing.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remaining provisions, which will continue to be valid and enforceable.

Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any other documents expressly incorporated by reference, constitute the entire agreement between us and the Client in relation to the provision of the services and supersede any prior discussions, understandings or arrangements.