Man and Van Hammersmith Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Hammersmith provides man and van, removal, collection, delivery, and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions shall have the following meanings:

Customer means the individual, partnership, company, or other organisation booking or using our services.

Services means any man and van, removal, collection, delivery, loading, unloading, packing, or related services provided by us.

Vehicle means any van or other transport used by us to carry out the Services.

Goods means the items, belongings, furniture, equipment, or materials handled, transported, or otherwise dealt with by us on behalf of the Customer.

Waste means any items or materials that are to be discarded, disposed of, or treated as rubbish, including but not limited to household waste, commercial waste, and construction waste.

Contract means the agreement between the Customer and Man and Van Hammersmith for the Services, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van and removal services within our operating area and, where agreed, to and from other locations within the United Kingdom. The specific details of the Services, including date, time, locations, and estimated duration, will be agreed at the time of booking.

Unless expressly stated in writing, our Services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, packing or unpacking of Goods, or the removal of doors, windows, or fixtures. Such tasks may be provided if specifically agreed and may be subject to additional charges.

We reserve the right to refuse to move any Goods that, in our reasonable opinion, are unsafe, illegal, excessively valuable without prior declaration, or likely to cause damage to the Vehicle, personnel, or other Goods.

3. Booking Process

Bookings may be made by the Customer through our accepted booking channels as advertised from time to time. All bookings are subject to availability and to acceptance by us.

At the time of booking, the Customer must provide accurate and complete information, including collection and delivery addresses, access details, parking constraints, the nature and approximate volume of Goods, any heavy, bulky, or fragile items, and any other relevant information that may affect the Services.

We may provide an estimate or quotation based on the information provided. Any significant inaccuracy or omission in the information supplied by the Customer may result in additional charges or, in serious cases, refusal to undertake or continue the Services.

A booking will be confirmed when we have accepted the Customer's request for Services and, where applicable, received any required deposit or prepayment. We may, at our sole discretion, refuse or cancel any booking.

4. Estimates, Quotations, and Pricing

Prices for our Services may be given as hourly rates, fixed fees, or a combination, depending on the nature of the job. Any estimate or quotation is based on the details given by the Customer at the time of booking and assumes normal access and reasonable conditions.

We reserve the right to adjust the price if:

The actual work differs from the original description or involves additional Goods, floors, or rooms.

Access is significantly more difficult than described, including long walking distances, restricted entry, lack of lifts, or unsuitable parking.

There are delays outside our control, such as waiting for keys, waiting for third parties, or delays at premises.

Additional services or time are requested or required on the day.

Unless otherwise agreed, time-based charges will apply from the Vehicle's arrival at the initial collection address until completion of unloading at the final delivery address, including any reasonable travel or waiting time related to the job.

5. Payments and Charges

Unless agreed otherwise in writing, payment is due on completion of the Services on the same day. We may at our discretion require full or partial payment in advance, especially for longer journeys, larger moves, or bookings at peak times.

Accepted methods of payment will be communicated at the time of booking. The Customer is responsible for ensuring that payment can be made in full when due.

Where payment is not made when due, we reserve the right to:

Charge interest on overdue amounts at the maximum rate permitted by law until payment is received in full.

Retain Goods in our possession (including in the Vehicle) until payment has been received, and to charge reasonable storage and administration costs in the meantime.

Refuse to undertake or complete any further Services for the Customer until all outstanding amounts are settled.

All charges are quoted exclusive of any applicable taxes or statutory charges unless stated otherwise.

6. Customer Responsibilities

The Customer is responsible for:

Ensuring that they have the full right, authority, and permission to move the Goods and to access the premises involved.

Providing suitable and safe access to both collection and delivery addresses, including ensuring that driveways, entrances, and internal routes are reasonably clear.

Arranging and paying for any necessary parking, permits, or permissions required to allow our Vehicle to park lawfully and safely during the Services.

Properly packing and securing Goods for transport, unless we have agreed to provide packing services.

Separately and clearly notifying us of any fragile, valuable, or particularly heavy items, and ensuring that such items are properly prepared for moving.

Being present, or ensuring an authorised representative is present, at the collection and delivery addresses at the agreed times to oversee the move and confirm that the Services have been completed.

The Customer is responsible for checking the premises at the end of loading and unloading to ensure that nothing has been left behind or taken in error.

7. Cancellations and Amendments

If the Customer wishes to cancel or amend a booking, they must inform us as soon as possible by one of our accepted communication methods. The effective date of cancellation or amendment is the date on which we acknowledge receipt of the request.

We may apply cancellation charges on the following basis:

Where more than 48 hours notice before the agreed start time is given, any deposit paid may be refunded or credited at our discretion, less any non-recoverable costs.

Where between 24 and 48 hours notice is given, we may retain all or part of any deposit and may charge a reasonable cancellation fee to cover lost time and administrative expenses.

Where less than 24 hours notice is given, or the Customer fails to be present at the agreed time and place, we may charge up to the full estimated cost of the Services.

If the Customer wishes to change the date, time, or scope of the Services, this will be subject to availability and may result in additional charges. We may treat a significant change as a cancellation and new booking.

We reserve the right to cancel or reschedule a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, Vehicle breakdown, staff illness, accidents, or safety concerns. In such cases, we will use reasonable efforts to notify the Customer and to offer an alternative time or date. Our liability in such circumstances will be limited to any amounts paid for Services not provided.

8. Loading, Unloading, and Access

Our team will take reasonable care when loading and unloading Goods. However, the Customer must ensure that access routes are safe and suitable, including stairs, lifts, corridors, and doorways.

We are not responsible for damage caused by moving Goods through areas where access is restricted or unsuitable, including narrow staircases, low ceilings, tight corners, or fragile flooring, where the Customer has requested that the move proceed despite our advice or warnings.

If access is significantly worse than described at the time of booking, we may:

Charge additional fees for extra time or staff required.

Refuse to move certain items that cannot be safely handled.

In extreme cases, decline to proceed with the Services, in which case cancellation charges may apply.

9. Excluded and Restricted Items

Unless expressly agreed in writing, we do not accept liability for, and may refuse to carry, the following types of items:

Cash, jewellery, precious metals, or stones.

Important documents, securities, or financial instruments.

Perishable, flammable, dangerous, or illegal goods.

Animals, plants, or living organisms.

Any single item exceeding a weight, size, or value that we have stated as unacceptable.

If the Customer includes any such items without our prior written agreement, they do so entirely at their own risk and we shall not be liable for any loss, damage, or consequences arising.

10. Liability and Limits

We will exercise reasonable skill and care in providing the Services. Our liability for loss of or damage to Goods, or for other loss arising from the Services, shall be subject to the following limits and exclusions.

We are not liable for:

Any loss or damage arising from inaccurate or incomplete information provided by the Customer.

Normal wear and tear, minor scuffs, or superficial marks that are reasonable given the nature of the move.

Loss or damage to items packed or prepared by the Customer where we have not inspected them before loading.

Loss or damage arising from inherent defects, weaknesses, or pre-existing damage in the Goods.

Loss of or damage to fragile items that were not adequately protected by the Customer.

Indirect or consequential loss, including loss of profits, business, or opportunity.

Our total aggregate liability for any claim or series of connected claims arising out of a single booking shall not exceed the lesser of the replacement value of the Goods directly affected or a reasonable limit consistent with standard man and van practice in the United Kingdom. The Customer is advised to arrange additional insurance cover if the value of their Goods exceeds typical limits.

The Customer must inspect the Goods and premises as soon as reasonably possible after completion of the Services and notify us in writing of any apparent loss or damage within a reasonable time. Failure to do so may prejudice our ability to investigate and may affect any claim.

11. Delays and Events Beyond Our Control

We will use reasonable efforts to arrive and complete the Services at the agreed times, but timings are estimates only and are not guaranteed.

We are not liable for delay or failure to perform the Services where caused by events beyond our reasonable control, including but not limited to traffic congestion, road closures, accidents, extreme weather, mechanical failure, industrial action, acts of third parties, or access issues at the premises.

Where a delay occurs due to circumstances beyond our control, we may charge for waiting time at our standard rates. If the delay makes it impractical to complete the Services on the same day, we will discuss alternative arrangements with the Customer. Our liability will be limited to the reasonable cost of completing the Services at a later time.

12. Waste, Rubbish, and Disposal

We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste carrier unless this has been expressly agreed and appropriately licensed.

We will not remove or dispose of Waste unless we have specifically agreed to provide such a service in advance and it is lawful for us to do so. Where we agree to collect or dispose of Waste, additional charges will apply and may be based on weight, volume, type of material, and any disposal fees.

The Customer must not request that we dispose of prohibited materials, including hazardous waste, chemicals, asbestos, clinical waste, or any items that cannot lawfully be carried or disposed of through normal commercial channels.

The Customer remains responsible for ensuring that any Waste handed to us for disposal is accurately described and permissible for transport and disposal under applicable regulations. We reserve the right to refuse any Waste that we believe to be unlawful, unsafe, or unsuitable.

13. Insurance

We maintain such insurance as we consider appropriate for the provision of our Services. This may include public liability cover and cover for Goods in transit, subject to policy terms, conditions, and exclusions.

Our insurance does not replace the Customer's own household, business, or contents insurance. The Customer is strongly advised to ensure that they have adequate insurance in place for the full value of their Goods during the move and to check any requirements of their own insurer.

14. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should raise the matter with us as soon as possible so that we have the opportunity to address it. Complaints relating to loss or damage should be notified without undue delay, providing all relevant details and evidence.

We will investigate complaints in good faith and seek to resolve them in a fair and reasonable manner. If a dispute cannot be resolved amicably, the parties may consider independent advice or formal legal proceedings, subject to the governing law and jurisdiction set out in these Terms and Conditions.

15. Privacy and Data Protection

We will collect and use personal data provided by the Customer solely for the purposes of managing bookings, providing Services, handling payments, and communicating with the Customer. We will handle such data in compliance with applicable UK data protection laws.

We will not sell or knowingly disclose personal data to third parties except where necessary to provide the Services, to comply with legal obligations, or with the Customer's consent.

16. Variations to Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that booking. Any changes will normally be published on our legal or service information materials.

No variation to these Terms and Conditions will be binding unless agreed in writing by us. Our staff do not have authority to waive or vary these Terms and Conditions verbally.

17. Severability

If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, whether contractual or non-contractual, 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 the Services.

By making a booking or using our Services, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.