Man with Van Richmond Terms and Conditions

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

1. Definitions

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

Customer means the person, firm or organisation making the booking and responsible for payment.

We, Us, Our means Man with Van Richmond as the provider of removal and delivery services.

Services means any removal, transport, delivery, collection, loading, unloading, packing assistance or related work carried out by us.

Goods means any items, belongings or property that we are requested to move, transport or handle.

Booking means a confirmed request for our services, whether made by telephone, online, in writing or in person.

2. Scope of Services

We provide man and van removal and transport services for domestic and commercial customers within Richmond and surrounding areas, as well as to and from other locations across the United Kingdom by prior agreement.

The specific services, vehicle size, estimated time, number of operatives and any additional requirements will be agreed at the time of booking. Any description of services on advertising or promotional material is for general guidance only and does not form part of these Terms and Conditions.

3. Booking Process

All bookings are subject to availability and acceptance by us. A booking is only confirmed when we have received the required details from you and have expressly acknowledged and accepted the booking.

To make a booking, you must provide accurate and complete information, including collection and delivery addresses, dates and times, details of property access, a description and approximate volume or list of goods, and any items requiring special handling.

You are responsible for ensuring the information you provide is correct. If there are changes after the booking is confirmed, you must inform us as soon as possible. Changes may result in additional charges, or we may not be able to accommodate them if they affect scheduling or vehicle capacity.

We reserve the right to decline or cancel any booking at our discretion where we believe that the job cannot be performed safely, lawfully or within reasonable operational limits.

4. Estimates and Quotes

Any estimate or quote provided prior to inspection is based on the information you supply. If on the day of service the actual work, access conditions, distance, volume or nature of goods differs from what was described, we may adjust the price accordingly.

Quotes do not include parking charges, tolls, congestion or clean air zone charges, ferry costs or third-party fees unless expressly stated. Such additional costs will be added to your final bill where applicable.

Where work is charged by time, the chargeable time includes travel to and from the job, loading, unloading, waiting time caused by you, and any extra time reasonably required to complete the service safely.

5. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. For larger moves or long-distance jobs, we may require a deposit or full payment in advance. The amount and timing of any deposit will be confirmed during the booking process.

We accept the forms of payment that we notify to you at the time of booking. All payments must be made in the currency and at the rates stated on your booking confirmation or invoice.

If payment is not received when due, we reserve the right to:

1. Suspend or refuse further services for you until all outstanding sums are paid in full.

2. Charge reasonable interest or late payment fees in line with applicable law.

3. Withhold delivery of goods until payment is received, where legally permitted.

You agree to pay all reasonable costs and expenses that we incur in recovering overdue sums from you, including debt collection and legal costs, where permitted by law.

6. Customer Responsibilities

You are responsible for:

1. Ensuring that adequate access is available at both collection and delivery addresses, including parking arrangements, keys, codes, lift access and any permissions required.

2. Obtaining any necessary permits for parking or access restrictions, and paying any charges or fines relating to access or parking that arise from your failure to do so.

3. Packing your goods safely and securely, unless you have specifically booked packing services. We are not responsible for damage arising from inadequate or improper packing carried out by you or a third party.

4. Properly labelling any fragile or high value items, and informing us clearly in advance about items that require special handling.

5. Being present or represented by an authorised person at the collection and delivery locations to direct operatives and sign relevant documents.

6. Complying with all instructions and safety guidance given by our operatives during the move.

7. Cancellations and Amendments

You may cancel or amend your booking by giving us as much notice as possible. Cancellations or significant changes must be communicated using the same method you used to make the booking or any method we have confirmed as acceptable.

We reserve the right to apply the following cancellation charges, based on the notice period given before the scheduled start time:

1. More than 48 hours notice: no cancellation fee, and any deposit paid may be refunded or credited at our discretion.

2. Between 24 and 48 hours notice: up to 50 percent of the agreed price may be charged or retained from your deposit.

3. Less than 24 hours notice or no notice: up to 100 percent of the agreed price may be charged or retained from your deposit.

Where a booking is cancelled by us due to circumstances within our reasonable control, you will be entitled to a refund of any deposit or prepayment already made, but we will not be liable for any consequential loss or expense.

8. Delays and Unforeseen Circumstances

We will use reasonable efforts to arrive and complete the work within agreed timeframes. However, all arrival and completion times are estimates only and are not guaranteed.

We are not liable for delays or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to severe traffic congestion, road closures, accidents, extreme weather, mechanical failure, public transport disruption, strikes, acts of nature or any other force majeure event.

If such an event occurs, we will take reasonable steps to minimise disruption and to keep you informed. In some cases, we may propose a revised time or date for the service. Any additional charges or rearrangements will be discussed with you in advance as far as is reasonably possible.

9. Excluded and Restricted Items

We do not carry or handle the following types of goods under any circumstances:

1. Illegal items, stolen goods, or items obtained unlawfully.

2. Explosives, firearms, ammunition or any items of a dangerous or hazardous nature.

3. Flammable or combustible substances, including petrol, diesel, gas cylinders, paint thinners and similar materials.

4. Perishable goods that may deteriorate during transport, unless agreed in writing.

5. Live animals, pets or plants, unless agreed in advance and permitted by law.

6. Waste, rubbish or materials for disposal, unless pre-arranged and compliant with waste regulations.

If we discover that any excluded items are included in your goods, we may remove or refuse to transport them and may terminate the service without refund. You will be responsible for any loss, damage, cost or expense we incur as a result of carrying excluded items.

10. Waste and Disposal Regulations

We operate in accordance with relevant waste and environmental regulations that apply to the transport and disposal of waste in the United Kingdom.

Where we agree to remove and dispose of unwanted items, you confirm that you have the right to dispose of those items. We will only dispose of items at licensed facilities or in compliance with lawful requirements.

We do not permit fly-tipping or illegal dumping under any circumstances. If you request or attempt to instruct us to dispose of items unlawfully, we will refuse and may terminate the service. You will be responsible for any fines, penalties or legal consequences arising from unlawful disposal that you instruct or attempt to instruct.

Additional charges may apply for the removal of bulky items, electrical equipment, mattresses, construction debris, or other materials which incur higher disposal fees. These charges will be discussed with you before any such work is carried out.

11. Our Liability for Loss or Damage

We will take reasonable care of your goods while they are in our possession and control. However, our liability for loss or damage is subject to the limitations set out in this section.

We are not liable for:

1. Loss or damage arising from your failure to pack goods securely or properly, where packing was your responsibility.

2. Damage to goods with existing defects, wear and tear, or inherent vice that make them particularly susceptible to damage.

3. Damage to furniture or items that are dismantled or reassembled by you or a third party.

4. Minor marks, scuffs or scratches that occur despite reasonable care being taken, especially in tight or restricted access areas.

5. Indirect or consequential losses, including loss of profit, loss of income, loss of use or loss of enjoyment.

Our total liability for loss or damage to goods in our custody, whether arising from negligence, breach of contract or otherwise, shall not exceed a reasonable and proportionate amount based on the value of the affected item and the price paid for the service. You may request details of our standard liability limits and any available options for additional cover.

You must inspect goods as soon as reasonably possible after delivery. Any claim for loss or damage must be notified to us in writing without unnecessary delay and in any event within seven days of the date of service, providing full details of the alleged loss or damage.

12. Insurance

We maintain appropriate levels of insurance cover in line with our activities as a man and van removal service. This may include public liability and goods in transit cover, subject to policy terms, exclusions and limits.

Our insurance does not replace your own household, contents or business insurance. You are strongly advised to check your own policies and, if necessary, arrange additional coverage for high value or fragile items before the move.

13. Damage to Property

We will take reasonable care to avoid damage to your property, including walls, floors, fixtures and fittings. However, where access is restricted, or where large or heavy items must be moved through tight spaces, there is an increased risk of damage.

If you ask us to proceed with moving items in such conditions, you accept that minor damage may occur despite reasonable care. Our liability for any damage to property caused by our negligence will be limited to the reasonable cost of repair or cleaning, subject to evidence and inspection.

14. Complaints

If you are unhappy with any aspect of our service, you should raise the issue with our staff as soon as possible on the day so that we can attempt to resolve it immediately.

For more formal complaints, you should contact us in writing, providing your booking details, a clear description of the issue and any supporting evidence. We will investigate and respond within a reasonable timeframe. We aim to resolve disputes fairly and amicably wherever possible.

15. Personal Data

We will collect and use your personal information only as necessary to manage your booking and provide our services. This may include your name, address, contact details, job details and payment information.

We will handle your personal data in accordance with applicable data protection laws and will not sell your information to third parties. We may share your data with third parties only where required for service delivery, lawful purposes, or where required by authorities.

16. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us. You are advised to review these Terms and Conditions periodically if you use our services regularly.

17. Severability

If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that part shall be treated as removed, but the remaining terms shall continue in full force and effect.

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 provided, whether contractual or non-contractual, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of our services.

By confirming a booking with Man with Van Richmond, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.