Man With a Van Merton Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Merton provides transport, moving, and related services to consumers and business customers within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions:

Company means Man With a Van Merton.

Customer means the person, firm, partnership, or company who requests or purchases the services from the Company.

Services means any transport, moving, loading, unloading, packing, storage, waste collection, or associated services provided by the Company.

Goods means all items, furniture, personal belongings, equipment, and other property in respect of which the Company provides the Services.

Service Area means the locations in which the Company offers collection and delivery services, typically within Merton and surrounding UK areas, as advised at the time of booking.

2. Scope of Services

The Company offers man and van services, including local and regional removals, transport of items, small office moves, student moves, single item delivery, and other related services as agreed at the time of booking.

The precise scope of the Services for each booking, including dates, times, addresses, number of operatives, size of vehicle, and any additional services such as packing or waste removal, will be confirmed in writing or by a booking confirmation message issued by the Company.

Any services not expressly stated in the booking confirmation will not be included and may be subject to an additional charge if subsequently requested and agreed.

3. Booking Process

Bookings may be requested by the Customer through the Company’s booking channels as made available from time to time. The Customer must provide accurate and complete information, including but not limited to:

1. Collection and delivery addresses.

2. Access details at each property, including floor levels, lifts, parking restrictions, and any known access issues.

3. An accurate description and approximate quantity and size of Goods.

4. Any special handling requirements or fragile items.

5. Preferred dates and times for the Service.

The Company may provide an estimate or quotation based on the information supplied by the Customer. All quotations are given in good faith but are subject to change if the information supplied proves incomplete or inaccurate, or if the Customer’s requirements change.

A booking is only confirmed when the Company expressly accepts it and, where required, the Customer has paid any applicable deposit. The Company reserves the right to decline any booking at its sole discretion.

4. Estimates, Quotes and Additional Charges

Unless expressly stated as a fixed price, any quoted price is an estimate based on the information supplied by the Customer. If the actual work differs from what was described, the Company may adjust the price accordingly.

The Company reserves the right to apply additional charges in the following circumstances:

1. Delays caused by the Customer, including waiting time due to keys not being available or properties not being ready.

2. Inaccurate or incomplete information resulting in additional journeys, additional staff, or a different size vehicle being required.

3. Parking fees, Congestion Charge, clean air or low emission zone charges, tolls, and fines incurred as a direct result of insufficient or incorrect instructions from the Customer.

4. Additional items or services requested on the day of the move which were not included in the initial booking.

Any such additional charges will be explained to the Customer where reasonably possible and will be payable in accordance with these Terms and Conditions.

5. Payments and Deposits

The Customer agrees to pay all charges due for the Services in accordance with the payment terms notified at the time of booking.

The Company may require a deposit to secure a booking. The amount and due date of any deposit will be stated during the booking process. Deposits are generally non-refundable except as expressly provided in these Terms and Conditions or where required by law.

Unless otherwise agreed in writing, payment of the balance will be due either prior to commencement of the Services or immediately upon completion of the job on the same day.

Accepted payment methods will be communicated to the Customer. The Company is under no obligation to commence or continue Services where payment has not been received as required.

If payment is not made when due, the Company reserves the right to charge interest on overdue sums at the statutory rate and to recover any reasonable costs of debt recovery.

6. Customer Responsibilities

The Customer is responsible for:

1. Ensuring that adequate and lawful parking is available as close as reasonably possible to the relevant premises. Any parking restrictions must be advised in advance.

2. Obtaining any necessary permissions, permits or authorisations required for parking, access, or the removal of Goods.

3. Ensuring that all Goods are packed safely and suitably for transport, unless a packing service has been specifically booked and confirmed.

4. Properly labelling any fragile, high-value or delicate items and advising the Company of any special handling requirements.

5. Being present, or ensuring an authorised representative is present, at collection and delivery locations during the agreed times to provide access and sign any relevant paperwork.

6. Ensuring that all Goods are ready for loading at the agreed time and that the premises are accessible.

The Company will not be liable for any delay, loss, or additional charges arising from the Customer’s failure to fulfil these responsibilities.

7. Cancellations and Changes

The Customer may cancel or amend a booking by providing notice to the Company through the same booking channels used to make the booking or by any other method explained by the Company.

Cancellation charges may apply depending on how much notice is given:

1. Where more than 48 hours’ notice is given before the scheduled start time, the Company may refund any deposit at its discretion, subject to reasonable administrative fees.

2. Where between 24 and 48 hours’ notice is given, the Company may retain some or all of the deposit to cover lost time and administrative costs.

3. Where less than 24 hours’ notice is given, or the Customer fails to be present at the agreed time without prior cancellation, the Company reserves the right to charge up to the full quoted amount.

If the Customer wishes to reschedule rather than cancel, the Company will make reasonable efforts to accommodate the change, but cannot guarantee availability. Rescheduling may be treated as a cancellation and new booking at the Company’s discretion.

The Company may need to cancel or rearrange a booking due to circumstances beyond its reasonable control, including severe weather, vehicle breakdown, staff illness, or other emergencies. In such cases, the Company will notify the Customer as soon as reasonably practicable and will offer an alternative date or, if this is not acceptable, a refund of any amounts already paid for services not yet provided. The Company will not be liable for any indirect or consequential losses arising from such cancellation.

8. Exclusions and Restrictions on Goods

The Company will not knowingly carry or handle the following items:

1. Illegal, dangerous, or hazardous goods, including explosives, flammable substances, gas cylinders, and chemicals.

2. Cash, securities, jewellery, precious metals or stones, antiques of exceptional value, or other high-value items unless expressly agreed in writing.

3. Live animals, plants, or perishable goods requiring special conditions.

4. Waste material not suitable for normal carriage, including clinical or medical waste.

If such items are presented without the Company’s knowledge, the Company shall have no liability for any loss, damage, or delay relating to them, and the Customer shall indemnify the Company for any resulting loss, damage, or expense.

9. Waste Regulations and Disposal

Where the Services include removal or disposal of waste or unwanted items, the Company will operate in accordance with applicable UK waste regulations.

The Customer confirms that they have the right to dispose of the items presented as waste or for disposal. The Company reserves the right to refuse to remove any items it reasonably believes cannot be legally or safely transported or disposed of.

The Company will transport waste only to licensed or authorised facilities as required by law. The Customer acknowledges that particular items may attract additional disposal charges due to environmental or regulatory requirements, which will be advised where reasonably possible.

The Customer agrees not to include hazardous or prohibited waste within general waste or mixed loads. If such items are found within a load, the Company may return them to the Customer, charge additional fees for safe handling, or otherwise deal with them in accordance with the law.

10. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage is subject to the limitations set out in this section.

The Company will not be liable for:

1. Loss or damage arising from the Customer’s failure to pack Goods properly where packing was not carried out by the Company.

2. Normal wear and tear, or minor scuffs, marks or scratches occurring during normal handling and transport.

3. Loss or damage where Goods are already damaged, fragile, or in poor condition, or where they require special handling that was not notified to the Company.

4. Losses resulting from delays or missed appointments caused by circumstances beyond the Company’s reasonable control, such as traffic conditions, road closures, adverse weather, or accidents.

5. Indirect or consequential losses, including loss of profits, loss of opportunity, or loss of enjoyment.

The Company’s total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable estimate of the value of the affected Goods, subject to any specific limits communicated to the Customer at the time of booking. The Customer is encouraged to arrange their own insurance cover for particularly valuable items or for the overall removal, if required.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded.

11. Claims and Complaints

If the Customer believes that any Goods have been lost or damaged, or that the Services have not been provided with reasonable care and skill, the Customer must notify the Company as soon as reasonably practicable and, in any event, within a reasonable time after becoming aware of the issue.

The Customer should provide details of the nature of the complaint, together with any supporting evidence such as photographs or inventory lists. The Company will investigate and may request further information in order to assess the claim.

The Company will respond to complaints in a timely manner and will make reasonable efforts to resolve disputes amicably. Making a complaint does not automatically result in compensation; any remedy offered will be assessed in accordance with these Terms and Conditions and applicable law.

12. Access, Safety and Property Conditions

The Customer must ensure that the premises at both collection and delivery points are safe and suitable for the Company’s staff to access and perform the Services.

The Company may refuse to carry out any activity it reasonably considers to pose a risk to health and safety or to exceed reasonable moving practice, such as hoisting heavy items through windows, moving items in unsafe stairwells, or exceeding weight limits.

The Customer is responsible for protecting floors, walls, and fixtures at the premises where necessary. The Company will take reasonable care but will not be liable for minor cosmetic damage to decorations, paintwork, or fixtures that may occur as a result of moving large or heavy items through tight or difficult spaces.

13. Data Protection and Privacy

The Company will collect and process personal information about the Customer only as necessary to manage bookings, deliver the Services, process payments, and handle queries or complaints.

The Company will take reasonable steps to keep personal data secure and will not sell or unlawfully disclose such information to third parties. Personal data may be shared with third parties where necessary to perform the Services or to comply with legal obligations.

14. Amendments to these Terms

The Company 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.

Updated Terms and Conditions will be made available by the Company upon request. Continued use of the Services after changes take effect will constitute acceptance of the updated terms.

15. Severability

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

16. 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.

The parties 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.

By confirming a booking or using the Services of Man With a Van Merton, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.