Man And Van Hammersmith Terms and Conditions
These Terms and Conditions set out the basis on which Man And Van Hammersmith provides removal, delivery, collection, transport, and related moving services within the United Kingdom. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. This document applies to all service bookings, whether made by private individuals, landlords, tenants, offices, or other business customers.
For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider trading as Man And Van Hammersmith. References to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms are intended to be clear, fair, and consistent with UK law. They should be read alongside any written booking confirmation, quotation, or service schedule issued before the job begins.
If any part of these Terms and Conditions is found to be unenforceable, the remaining provisions shall continue to apply. Nothing in this document affects your statutory rights as a consumer where those rights cannot be limited by contract.
1. Booking process
A booking with Man And Van Hammersmith is only confirmed once we have accepted the request and, where required, received any deposit or pre-authorisation specified in the quotation. A booking request may be made by phone, email, or any other booking method we make available from time to time. All bookings are subject to availability, vehicle suitability, access conditions, and the information provided by the customer being accurate and complete.
When making a booking, you must provide full and correct details of the move or collection, including the pickup and delivery addresses, access restrictions, parking conditions, item list, floor level, lift availability, and any special handling requirements. If the service is for a man and van Hammersmith job involving bulky, fragile, or heavy items, you must disclose this in advance so that we can allocate suitable staffing, equipment, and vehicle capacity. If the information provided changes after confirmation, we may revise the price, timing, or terms of service.
We reserve the right to decline, suspend, or cancel a booking if we reasonably believe the work cannot be completed safely, lawfully, or within the original service scope. This includes situations where the customer has omitted material details, requested the transport of prohibited goods, or arranged a service that exceeds the size, weight, or labour capacity originally discussed. Any quotation provided before a site inspection or before full details are supplied is provisional and may be updated if the actual conditions differ.
Booking times are given as estimated arrival or collection windows unless expressly stated otherwise. Traffic, weather, loading conditions, customer delays, and access issues may affect timing. While we will take reasonable steps to arrive within the agreed window, time is not guaranteed unless specifically agreed in writing. If the customer is not present at the scheduled time and no suitable alternative arrangement has been made, waiting charges, aborted journey charges, or cancellation fees may apply.
The customer is responsible for ensuring that all goods are ready for loading and that access is available at both origin and destination. If dismantling, packing, or additional labour is required and was not included in the original booking, we may charge extra or may be unable to proceed until the customer agrees to the revised service terms. A Man and Van Hammersmith service is intended for practical, efficient transport support, and it is the customer’s responsibility to ensure that the booking description accurately reflects the job to be completed.
2. Payments and pricing
All prices are quoted in pounds sterling unless stated otherwise. Prices may be fixed, estimated, hourly, or based on a combination of vehicle use, labour, waiting time, distance, and access conditions. Unless specifically agreed in writing, quotations exclude unforeseen work outside the stated service scope. Additional charges may apply for congestion, parking permits, tolls, ferry costs, waiting time, stair carrying, late changes, failed access, additional stops, or disposal fees.
Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit, or payment on completion, depending on the nature of the job and the customer’s status. Where payment is due on completion, it must be made immediately after the service ends unless another arrangement has been agreed in writing. We accept only the payment methods stated in the booking confirmation. Any bank charges, card surcharges permitted by law, or failed payment costs may be passed on to you where lawful.
If payment is overdue, we may charge interest on the outstanding balance at the statutory rate permitted under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable, or at any other lawful rate available to us. We may also recover reasonable debt collection, administration, and legal costs incurred in pursuing unpaid sums. If you dispute an invoice, you must notify us promptly and in writing, giving full reasons and supporting information.
3. Cancellations, amendments, and waiting time
If you wish to cancel or change your booking, you must notify us as soon as possible. Cancellations made within the period stated in the booking confirmation may be free of charge, but late cancellations may incur a fee to cover allocated vehicle time, labour, and lost opportunity. Where a deposit has been paid, it may be retained in full or in part if the cancellation falls within a chargeable period or if the service has already been prepared or commenced.
If you request a change to the date, time, address, volume, or scope of the work, we will do our best to accommodate it, but revised availability and pricing may apply. We are not obliged to accept a rescheduled booking at the original rate if the new arrangement materially differs from the confirmed job. Where a same-day change increases labour or vehicle requirements, an extra charge may be added before the service continues.
If our team arrives and the job cannot start because of access problems, the customer’s absence, unsafe conditions, missing keys, incorrect information, or insufficient payment arrangements, the booking may be treated as cancelled by the customer. In that event, an aborted journey fee or waiting charge may apply. Man And Van Hammersmith will act reasonably and in good faith when applying such charges, and any amount charged will reflect time, labour, and direct costs already incurred.
4. Our responsibilities and liability
We will use reasonable skill and care in carrying out the service. Our responsibilities are limited to the transport, handling, and agreed ancillary tasks described in the booking. We will take reasonable steps to load and unload goods carefully, but you remain responsible for ensuring that items are suitably packed, protected, and declared before transport unless packing has been expressly included in the service.
We are not liable for losses arising from inaccurate customer information, inadequate packing, pre-existing damage, hidden defects, or items that are inherently fragile, perishable, unstable, or unsafe to move without specialist treatment. Where we assist with lifting, carrying, dismantling, or placing items, that assistance is provided on the basis that the customer has confirmed the item can safely be handled in the way requested. Any item moved at the customer’s request is carried at the customer’s risk, except to the extent that loss or damage is caused by our negligence or breach of contract.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability for loss or damage arising from any booking shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.
We are not responsible for indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of anticipated savings, missed appointments, or emotional distress, except where such exclusion is prohibited by law. If you believe an item has been damaged or lost, you must notify us as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. You should provide photographs, item descriptions, and any relevant supporting evidence to help us assess the issue fairly.
Any claim will be investigated on the basis of the information available, including the condition of the item before collection, the packaging used, access circumstances, and whether the item was handled by the customer or a third party before or after our involvement. If we accept liability, our remedy may include repair, replacement, or compensation up to the relevant liability limit. We may request inspection of the item before any payment or remedy is made.
Customers are responsible for taking out their own adequate insurance where necessary, especially for valuable, fragile, or unusual items. We recommend that you maintain suitable cover for goods in transit, contents, and third-party property if your circumstances require it. Our pricing does not automatically include insurance beyond any cover we are required to hold by law or as otherwise stated in the booking terms.
5. Waste regulations and prohibited items
Where our service includes removal or disposal of waste, the customer must ensure that the waste is accurately described and correctly classified before the booking is accepted. We only handle waste in accordance with applicable UK waste regulations, including duties relating to storage, transfer, and lawful disposal. We may refuse any load that appears to contain hazardous, clinical, controlled, or otherwise prohibited materials.
The customer must not include items that are unlawful to transport or dispose of without special authorisation, such as asbestos, chemicals, paint, gas bottles, oils, solvents, medical waste, batteries requiring specialist handling, electrical items subject to separate recycling rules, or any item that poses a risk to health or the environment. If prohibited waste is found, we may stop the job immediately, charge for the work already undertaken, and require the customer to arrange lawful removal at their own expense. A Man and Van Hammersmith waste collection service is provided only for lawful domestic, commercial, and trade waste that has been agreed in advance.
By using our service, you confirm that you have the legal right to dispose of the waste offered to us and that the waste has not been illegally fly-tipped, contaminated, or mixed with prohibited material. If a waste transfer note, duty of care record, or similar documentation is required, you must provide accurate information and cooperate with any lawful record-keeping process. We may decline a job if the documentation is incomplete or if the waste description is unclear.
6. Customer duties, access, and safety
You must ensure that access routes are clear, safe, and suitable for the service. This includes arranging parking where necessary, removing obstacles, securing pets, and notifying us of any hazards, such as narrow staircases, low ceilings, weak flooring, or restricted access times. If our team considers an area unsafe, we may refuse to proceed until the risk has been removed or reduced to a level we consider reasonable.
You must be present or represented at the pickup and delivery points unless otherwise agreed. If a third party acts on your behalf, that person is deemed authorised by you to give instructions, approve charges, and accept delivery. We are entitled to rely on the instructions of any person reasonably believed to be acting with your authority. You are responsible for checking that the correct goods have been collected and delivered before the team leaves the location.
Goods should be fully packed and ready unless packing has been expressly agreed. We do not accept responsibility for the contents of boxes unless we have packed them ourselves. Where we provide packing materials or wrapping, their use does not guarantee the safe transport of poorly packed or overfilled items. The customer must inform us of any item that requires specialist handling, temperature control, or extra care beyond a standard man and van service.
7. Events outside our control
We will not be liable for failure or delay in performing our obligations where the failure is caused by an event beyond our reasonable control. Such events may include traffic disruption, severe weather, road closures, accidents, vehicle breakdown, fuel shortages, industrial action, public authority intervention, fire, flood, power failure, or other similar circumstances. In these cases, we will take reasonable steps to minimise disruption and rearrange the service where practicable.
If a force majeure event makes the service impossible, unsafe, or commercially impracticable, we may suspend, postpone, or cancel the booking without liability for any indirect loss. Any refund or rebooking offer will be assessed fairly according to the work already completed and the costs already incurred. This does not affect your statutory rights where a refund is required by law.
If we must substitute a vehicle, adjust the crew, or alter the route for operational reasons, this will not normally amount to a breach of contract provided the overall service remains substantially the same. We will aim to communicate material changes promptly and act in a professional and reasonable manner at all times.
8. Governing law and disputes
These Terms and Conditions, 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. If you are a consumer, you may benefit from mandatory legal protections in your country of residence to the extent those protections apply and cannot be waived by contract. If any dispute arises, both parties should first try to resolve it informally and in good faith before starting formal proceedings.
If the matter cannot be resolved informally, the courts of England and Wales shall have exclusive jurisdiction unless applicable law gives you the right to bring proceedings in another jurisdiction. Nothing in this clause limits any right you may have to use alternative dispute resolution where it is available and appropriate. We encourage customers to keep records of quotations, invoices, photographs, and written communications relating to the service, as these may assist in resolving any disagreement efficiently.
By proceeding with a booking, you confirm that you have authority to accept these terms on behalf of yourself and any person or business connected with the booking. These Terms and Conditions may be updated from time to time, and the version in force at the time of booking will normally apply unless a later change is required by law.