These Terms and Conditions set out the basis on which Man With Van Richmond, Richmond man and van services, and related moving and transport services are provided to customers. By making a booking, the customer agrees to these terms in full. These terms are designed to create a clear understanding of the service, the responsibilities of both parties, and the limits that apply to each booking. They are intended to be read alongside any quote, written confirmation, or job specification supplied before the service begins.

For the purposes of these Terms and Conditions, the words we, us, and our refer to the service provider, while you and your refer to the customer making the booking. The phrase man with van service includes household moves, small office moves, item collection and delivery, furniture transport, and other agreed transport work, provided that such work is lawful and suitable for the vehicle and equipment used. Any special requirements should be disclosed before the booking is confirmed.

These terms are written for general service use and may apply to a range of moving jobs. They do not form a consumer guide and should not be treated as advice on packing, planning, or relocation. Instead, they explain the contractual conditions under which man and van Richmond services are supplied. If any part of a booking requires unusual handling, parking arrangements, restricted access, heavy lifting, or specific timing, those details must be agreed in advance so that the service can be carried out safely and efficiently.

1. Booking Process

A booking is accepted only when we have confirmed it, whether verbally or in writing. An enquiry does not guarantee availability. To secure a slot for Richmond man with van services, the customer must provide accurate details, including the collection and delivery addresses, the type and approximate volume of items, access conditions, preferred date and time, and any additional requirements. We rely on the information provided by the customer when preparing a quote and planning the work. If the details later prove inaccurate or incomplete, the price, vehicle size, staffing level, or timing may need to change.

We reserve the right to refuse any job that we believe is unsafe, unlawful, excessively heavy, or materially different from what was described at the time of booking. Where a customer requests a same-day or short-notice job, acceptance depends on availability. If a booking is confirmed with an estimated arrival window, that window is an estimate rather than a guaranteed exact arrival time, although we will always aim to attend within the agreed period. Delays may occur because of traffic, weather, access issues, or earlier jobs overrunning. In such cases, we will take reasonable steps to keep the customer informed.

2. Pricing and Payments

Unless stated otherwise, charges for Man With Van Richmond are based on the quoted rate, which may be hourly, fixed-price, or a combination of both. The quote is normally based on the information supplied by the customer and may change if the actual job differs from that description. Additional charges may apply where there are extra stops, waiting time, parking costs, long carries, difficult access, stair carries, congestion, tolls, or handling of items not declared in advance. Any such charges will be applied fairly and in line with the booking details and work carried out.

Payment terms will be set out at the time of booking or on the invoice. We may require a deposit, card pre-authorisation, or full payment in advance for certain jobs, particularly where demand is high or the work is time-sensitive. In some cases, payment may be required immediately on completion of the service. Unless agreed otherwise, invoices are payable in full without deduction or set-off. If payment is not made on time, we reserve the right to charge reasonable costs incurred in recovering the debt, together with any lawful late-payment interest or fees.

The customer is responsible for ensuring that sufficient funds are available and that any payment method used is valid. If a payment method fails, we may suspend or withhold the service until payment is secured. Where a customer disputes an invoice, they should raise the issue promptly and provide details of the specific amount in question. Disputes over part of an invoice do not excuse payment of the undisputed balance. Any promotional offer, discount, or adjusted rate must be confirmed before the job begins and will not apply unless expressly agreed.

3. Customer Responsibilities

The customer must ensure that the items to be moved are properly prepared for transport, unless we have specifically agreed to provide packing or wrapping as part of the service. This includes securing drawers and doors, emptying appliances where appropriate, disconnecting equipment if required, and protecting fragile or valuable goods. The customer must also ensure that all goods are accurately described and that no prohibited, dangerous, or illegal items are included in the load. If any item is heavy, awkward, fragile, or of unusual value, this should be disclosed before the booking is accepted.

The customer must arrange appropriate access to both properties and must obtain all necessary permissions for loading, parking, access, or use of lifts, loading bays, or shared areas. Where waiting time is caused by unavailable access, incomplete preparation, or delays attributable to the customer, additional charges may apply. The customer must ensure that there is a responsible adult present at pickup and delivery unless otherwise agreed. If the customer is not present, we may rely on instructions given in advance, and we will not be responsible for choices made in accordance with those instructions.

4. Cancellation and Rescheduling

Cancellations should be made as soon as possible. If a booking is cancelled with sufficient notice, we may not charge a cancellation fee, depending on the circumstances and any costs already incurred. If the customer cancels after work has been scheduled, or after we have attended the site, a reasonable cancellation charge may apply to cover lost time, fuel, labour, and administrative costs. Where a deposit has been taken, it may be retained in whole or in part to cover these costs, unless otherwise required by law or agreed in writing.

If the customer wishes to reschedule, we will try to accommodate the new date, but we cannot guarantee availability. A rescheduled booking may be subject to revised rates if the scope of work, timing, vehicle requirement, or staffing needs have changed. We may also cancel or suspend a booking if circumstances beyond our control make it impractical or unsafe to proceed. In such cases, we will contact the customer as soon as reasonably possible and, where applicable, refund any payment received for work not performed, minus any non-recoverable costs if permitted by law.

5. Service Delivery and Delays

We will use reasonable skill and care when providing man and van Richmond transport services. However, all time estimates are approximate unless a fixed completion time has been expressly agreed. We are not liable for delay caused by events outside our control, including traffic congestion, severe weather, road closures, vehicle breakdown, accidents, police incidents, public transport disruption, strikes, or access problems at either address. If a delay occurs, we will act reasonably and communicate updates where possible.

If a job cannot be completed because the customer has not prepared the items, has provided false information, or has failed to make access available, we may still charge for the portion of the service already delivered and any reasonable waiting time or wasted attendance. Similarly, where the customer requests additional work not included in the original booking, we may quote separately before proceeding. We are not obliged to undertake any task that is unsafe, illegal, or outside the scope of the agreed service. The customer must cooperate with reasonable instructions from our staff concerning loading, unloading, and safe handling.

6. Liability and Limitations

We accept responsibility for loss or damage only where it is caused by our proven negligence or breach of these terms and only to the extent permitted by law. We do not accept liability for pre-existing damage, ordinary wear and tear, items that were not properly packed, concealed defects, or damage caused by the customer’s own actions or instructions. Valuable, fragile, antique, irreplaceable, or high-value items should be declared before the booking so that appropriate arrangements can be considered. Where necessary, the customer should arrange their own insurance cover for such items.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our liability for any single claim arising from a booking will be limited to the amount paid or payable for the specific service in question, unless a higher amount is required by law. We will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of business, or loss of opportunity.

7. Waste Regulations and Disposal

Where our man with van Richmond service includes removal of unwanted items, the customer must ensure that the waste or discarded goods are accurately described. We will only remove items that can be handled lawfully and safely. Any waste transfer or disposal work must comply with applicable UK waste regulations, including requirements relating to lawful carriage, proper disposal, and duty of care. We may refuse to collect items that are hazardous, contaminated, regulated, or unsuitable for transport without the correct permissions or documentation.

The customer remains responsible for confirming whether items are to be moved for reuse, storage, donation, recycling, or disposal. If a booking includes disposal, the customer may be asked to identify the origin and type of waste so that lawful handling can be arranged. We may charge additional fees where disposal requires special processing, longer handling time, or payment of third-party charges. We will not knowingly transport or dispose of prohibited waste, and we may terminate the service if we discover that the load includes undeclared hazardous or illegal materials.

It is the customer’s responsibility to ensure that no items are left in a condition that breaches environmental or public health rules. We may require the customer to separate reusable goods from waste, or to remove liquids, batteries, chemicals, gas cylinders, sharp items, or other restricted materials before collection. If the customer asks us to dispose of such items unlawfully, we will refuse the request. Any attempt to misdescribe waste may result in cancellation, additional charges, or referral to the appropriate authorities where necessary.

8. Insurance, Force Majeure, and General Conditions

We will maintain insurance cover that is appropriate for the type of service we provide, but this does not remove the customer’s duty to ensure that items are adequately packed and insured where necessary. The customer should check whether their own home, contents, or business insurance covers goods in transit, particularly for items of exceptional value. If the customer requires additional assurance, this should be requested before the booking is confirmed. Any insurance-related arrangement must be agreed in advance and cannot be assumed from the booking alone.

We will not be in breach of these terms if performance is prevented or delayed by events outside our reasonable control, including but not limited to natural events, severe transport disruption, labour disputes, government restrictions, emergencies, or the failure of third-party services. If such an event occurs, our obligations will be suspended for the period of the event and we will resume performance as soon as reasonably practicable. If the event continues for an extended period, either party may be entitled to cancel the affected booking on fair and reasonable terms.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any breach shall be treated as a waiver of any later breach.

By confirming a booking with Man With Van Richmond, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions. These terms are intended to promote fair dealing, clear expectations, and lawful service delivery. They may be updated from time to time, and the version in force at the time of booking will apply to that particular job unless a different version has been expressly agreed in writing.