Terms and Conditions for Man With Van Richmond

These terms and conditions set out the basis on which Man With Van Richmond provides moving, delivery, and related transport services to customers in the UK. By making a booking, confirming a quotation, or accepting work from us, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to protect both you and our business by making the booking process, payment obligations, service limits, and responsibilities as clear as possible.

For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider trading under the name Man With Van Richmond. References to “you” or “the customer” mean the person, company, or organisation placing the booking or receiving the service. These terms apply to all standard removal, collection, delivery, and transport services unless we agree otherwise in writing. Nothing in these terms affects your statutory rights where they apply under UK consumer law.

We aim to operate in a fair, transparent, and professional manner. However, because every move is different, certain services may require specific conditions, extra labour, or additional charges. If any part of the quoted service changes after booking, we may revise the price or the plan for the work. By proceeding with a booking, you confirm that the information you provide is accurate and complete to the best of your knowledge.

1. Booking Process

A booking is usually made when you accept our quotation and provide the details needed to schedule the job. This may include the collection and delivery locations, access information, the type and quantity of items, any parking restrictions, floor levels, timing requirements, and whether help is needed with loading, unloading, packing, or assembling items. The more accurate the information, the more likely it is that the service will run smoothly and at the expected cost.

We may offer a provisional estimate or a fixed quotation depending on the information supplied. A quotation is based on the assumptions stated at the time of issue. If those assumptions change, the quotation may no longer apply. For example, if there are more items, longer carrying distances, limited access, additional waiting time, or special handling requirements, we may need to adjust the price or the time needed to complete the work. Any significant change will normally be discussed with you before extra work is carried out.

Once the booking is accepted, we will confirm the appointment time, service scope, and any key terms relevant to the job. It is your responsibility to ensure that someone authorised is present at the collection or delivery point if required. You must also ensure that the items are ready for transport at the agreed time. Delays caused by incomplete preparation, restricted access, or unavailable keys may result in waiting charges or rescheduling.

We reserve the right to refuse or cancel a booking if the work would be unsafe, unlawful, impractical, or outside our reasonable capabilities. This includes, without limitation, situations involving hazardous goods, illegal items, infestation, unsafe property conditions, or materially incorrect booking information. If we must refuse service because of inaccurate information or a breach of these terms, any deposit paid may be retained to cover costs already incurred, subject to applicable law.

2. Payments and Charges

Payment terms will be confirmed at the time of booking or on the quotation. Unless otherwise agreed, payment may be required in full on completion of the service, or in part before the job begins. For certain services, a deposit may be required to secure the booking. Deposits are generally non-refundable unless we cancel the service or a refund is required by law. If a deposit is applied to the final bill, this will be made clear in advance.

Prices may be calculated by reference to time, vehicle use, distance, labour, waiting time, volume, weight, or a combination of these factors. Additional charges may apply for stairs, long carries, storage handling, parking penalties, congestion-related delays, out-of-hours work, dismantling, reassembly, or the transport of special items. Any chargeable extras should be explained as soon as reasonably practicable, but some may only become apparent once the service has started.

You are responsible for ensuring that funds are available for payment on the agreed date. If payment is late or refused, we may charge reasonable recovery costs and statutory interest where permitted by law. Title to any goods sold or supplied by us as part of a service may remain with us until paid for in full, to the extent allowed by law. We may also suspend or decline future services until outstanding sums are settled.

Cancellations and changes should be made as early as possible. If you need to cancel or reschedule, please give us reasonable notice so that we can adjust staffing and vehicle arrangements. The amount of notice needed may depend on the size and type of the booking. Where a cancellation occurs after we have committed resources to the job, we may charge a cancellation fee reflecting our costs and any lost time.

If you cancel a booking at short notice, or if our team arrives and cannot complete the service because access is denied, items are not ready, or you are unavailable, we may treat the booking as cancelled by you. In that case, a call-out charge, waiting charge, or partial/full service charge may apply. This is to reflect the time reserved and the costs incurred in attending the job.

If we need to cancel or substantially alter a booking due to vehicle breakdown, staff illness, severe weather, road closures, or other matters outside our control, we will aim to inform you as soon as reasonably possible and arrange a new time. Where we cannot provide the service as agreed, our liability is limited to a refund of any amount paid for the affected portion of the service, except where law provides otherwise. We are not responsible for consequential loss arising from a cancellation that is beyond our reasonable control.

4. Customer Responsibilities

You must ensure that all items handed to us are properly packed, labelled where necessary, and suitable for the agreed mode of transport. Unless we have specifically agreed to pack items, you remain responsible for the adequacy of packing and for protecting fragile or high-value contents. We may refuse to transport items we believe are unsafe to move in their current condition.

You must also tell us in advance about any items that are unusually heavy, valuable, fragile, hazardous, sentimental, or difficult to move. This includes pianos, safes, antiques, glass, artwork, plants, IT equipment, and items containing fuel, gas, batteries, or liquids. Failure to disclose such items may invalidate any claim for damage caused by the item’s inherent condition or inadequate preparation.

It is your responsibility to obtain any permissions needed for parking, access, use of lifts, building entry, or entry to managed premises. If permits, security codes, keys, or access passes are needed, you must provide them in good time. We are not liable for delays caused by missing permissions or inaccurate access information. You must also ensure that the premises are safe for the job to proceed, including suitable lighting and reasonable access routes.

5. Liability and Damage

We will take reasonable care when carrying out our services. However, removals and transport work involve inherent risks, especially where items are old, poorly packed, already damaged, or difficult to access. To the fullest extent permitted by UK law, we are not liable for loss or damage caused by events outside our control, by the condition of the items themselves, or by defects in packing or handling instructions provided by you.

We are not responsible for pre-existing damage, normal wear and tear, or damage arising from hidden faults, unstable furniture, loose fittings, or unsuitable packaging. We are also not liable for indirect or consequential losses such as loss of profit, loss of business, emotional distress, or missed appointments, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

If you believe damage or loss has occurred, you must notify us as soon as reasonably practicable and provide supporting evidence, including photographs and a description of the issue. We may need the damaged item, packaging, or related materials to assess the claim. Any claim should be limited to the reasonable repair or replacement cost of the affected item, taking into account age, condition, and depreciation where appropriate. Claims made long after the service may be difficult to verify and may not be accepted if delay prejudices our ability to investigate.

6. Waste, Disposal, and Environmental Compliance

Where a service includes the removal, disposal, or clearing of unwanted items, it is subject to applicable waste regulations in the UK. We will only transport and dispose of waste where we are permitted to do so and where the nature of the waste has been disclosed in advance. You must not place prohibited, hazardous, or unidentified waste into our care without prior agreement. This includes, for example, asbestos, chemicals, clinical waste, pressurised containers, oils, solvents, and other controlled materials.

We may use licensed disposal facilities or authorised transfer arrangements where required by law. If items are to be recycled, donated, reused, or scrapped, the final handling route may depend on condition, local facility acceptance, and legal compliance. You remain responsible for confirming that any waste you ask us to remove is lawfully owned by you or that you have the right to authorise its disposal. If we suspect that items may be stolen, misdescribed, or unlawfully transferred, we may refuse collection and, where necessary, notify the relevant authorities.

We may ask you to sort items before collection or to separate waste from goods that are being retained. If waste contains prohibited materials or becomes contaminated by other substances, additional charges may apply for safe handling or specialist disposal. You must also provide accurate information about the type and volume of waste so that we can assess whether the service is suitable. We are not liable for enforcement action, penalties, or third-party costs resulting from inaccurate waste descriptions supplied by you.

7. Force Majeure

We are not liable for delay or failure to perform any obligation caused by events beyond our reasonable control. These may include severe weather, traffic disruption, accidents, road closures, strikes, public disorder, fire, flood, power failure, acts of terrorism, government restrictions, epidemic or pandemic-related measures, or the failure of third-party systems or suppliers. If such an event occurs, we may postpone, modify, or cancel the booking without penalty to the extent the law allows.

Where possible, we will try to resume the service at a later time or agree an alternative arrangement. If performance is not possible within a reasonable time, either party may be entitled to terminate the affected booking. Any refunds or partial payments will be handled fairly and in line with the work completed before the event interrupted the service.

If a force majeure event affects access to the collection or delivery point, or prevents safe travel by our team, you may be asked to rearrange the booking. We will not be responsible for costs arising from your own separate arrangements, including storage fees, new travel plans, or losses caused by changing dates unless we have expressly agreed to cover those costs in writing.

8. Complaints and Disputes

We aim to resolve issues quickly and reasonably. If you have concerns about the service, you should raise them as soon as possible after the event so that we can investigate while the facts are fresh. Please provide a clear explanation of the problem and any relevant evidence. Failure to notify us promptly may reduce our ability to assess the matter accurately.

Where a dispute cannot be resolved informally, both parties should act in good faith and consider a fair resolution. This may include a partial refund, repair, replacement, or another practical remedy depending on the circumstances and legal obligations. Nothing in this section affects any rights you may have under applicable consumer legislation or contract law.

9. Governing Law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, although if you live in Scotland or Northern Ireland you may have rights to bring proceedings in your local courts where permitted by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

By booking with Man With Van Richmond, you confirm that you have read, understood, and agreed to these terms and conditions. They form the basis of the service contract between us and may be updated from time to time. The version in force at the time of your booking will normally apply to that booking unless we agree a different written variation.