Man with Van Richmond Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Richmond provides removal, transport and related services to private and business customers. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

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

1.1 "Company" means Man with Van Richmond, the provider of the services.

1.2 "Customer" means the person, firm or organisation requesting the services from the Company.

1.3 "Services" means any removal, transport, loading, unloading, packing, unpacking, waste carriage or related services supplied by the Company.

1.4 "Goods" means any items, property or possessions which are the subject of the Services.

1.5 "Vehicle" means any vehicle used by the Company in the performance of the Services.

1.6 "Booking" means a confirmed request for Services on a particular date and time, agreed between the Company and the Customer.

2. Scope of Services

2.1 The Company provides man and van removal and transport services, including local and regional moves, single-item and multi-item deliveries, and light commercial removals.

2.2 The Company may, at its discretion, provide additional services such as packing, unpacking, dismantling and reassembly of basic furniture and equipment, where specifically agreed at the time of Booking.

2.3 The Company does not provide specialist removal services for items requiring dedicated equipment or expertise unless expressly agreed in writing in advance. This includes, but is not limited to, pianos, safes, fine art, antiques, and high-value electronics.

2.4 The Customer is responsible for informing the Company in advance of any special requirements, restrictions or access issues relating to the collection or delivery address, including parking constraints, narrow stairways, lifts, and time restrictions.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted communication channels. A Booking is only confirmed when the Company has accepted the request and provided confirmation of the date, time, service details and charges.

3.2 The Customer must provide accurate information at the time of Booking, including:

a) Collection and delivery addresses

b) Date and preferred time of service

c) A clear and honest description of the Goods and their approximate volume or number of items

d) Details of access and parking at both locations

e) Any additional services requested, such as packing or furniture dismantling.

3.3 Quotations are based on the information provided by the Customer. The Company reserves the right to amend the quote or charge additional fees if the information supplied proves incomplete or inaccurate, or if the scope of the Services changes on the day.

3.4 All Bookings are subject to availability of Vehicles and staff. The Company reserves the right to decline or reschedule a Booking where necessary, but will make reasonable efforts to accommodate the Customer’s requirements.

4. Prices and Payment Terms

4.1 Prices are usually provided either as an hourly rate or as a fixed price for an agreed job. The pricing structure and any minimum charges will be communicated to the Customer at the time of Booking.

4.2 Unless otherwise stated, prices include the services of the agreed number of movers and the use of a Vehicle for the duration of the Booking, but exclude parking charges, tolls, congestion charges, ferry fees or any other third-party charges. Such additional costs will be added to the final invoice and are payable by the Customer.

4.3 The Company may require a deposit to secure a Booking. Details of any deposit, and whether it is refundable, will be communicated at the time of Booking.

4.4 Payment is due in full upon completion of the Services on the day of the move, unless agreed otherwise in writing before the Booking. For business customers with credit terms, settlement must be made within the agreed timeframe.

4.5 Payment methods accepted by the Company will be communicated in advance. The Customer is responsible for ensuring that clear and valid payment is made. If payment is not made when due, the Company reserves the right to charge interest on the overdue amount at the statutory rate and to recover any reasonable costs incurred in pursuing the debt.

5. Customer Responsibilities

5.1 The Customer is responsible for packing and protecting Goods adequately for transport, unless packing services have been specifically agreed as part of the Booking.

5.2 The Customer must ensure:

a) That all Goods are ready for loading at the agreed time

b) That keys, access codes or permissions required for entry are available

c) That parking is arranged where possible, and any permits or visitor passes are provided.

5.3 The Customer, or an authorised representative, must be present at both the collection and delivery addresses to supervise the work, give instructions and sign any relevant documents. If no representative is present, the Company will act in good faith but cannot be held liable for loss or damage arising from a lack of guidance.

5.4 The Customer must not request the Company to carry any items that are illegal, dangerous or prohibited, including but not limited to explosives, flammable materials, firearms, chemicals, perishable goods, live animals, or any items whose carriage would breach applicable laws or regulations.

6. Access, Parking and Delays

6.1 The Customer must inform the Company of any known access issues at either address, such as limited parking, height restrictions, long carrying distances or lack of lift access. Additional charges may apply where difficult access significantly increases the time or labour required.

6.2 The Company will take reasonable care to comply with parking regulations, but any fines or penalties incurred as a direct result of the Customer’s instructions, or the unavailability of suitable parking despite reasonable efforts, may be charged to the Customer.

6.3 The Company shall not be liable for delays or failure to provide the Services caused by factors beyond its reasonable control, including but not limited to traffic conditions, accidents, extreme weather, road closures or delays caused by third parties.

7. Cancellations and Amendments

7.1 If the Customer wishes to cancel or amend a Booking, the Customer must notify the Company as soon as possible through an accepted communication method.

7.2 The following cancellation charges may apply:

a) More than 48 hours before the scheduled start time: no cancellation fee, and any deposit paid may be refunded or applied to a future Booking at the Company’s discretion.

b) Between 24 and 48 hours before the scheduled start time: the Company may charge up to 50 percent of the agreed fee, or retain the deposit, to cover lost time and administration costs.

c) Less than 24 hours before the scheduled start time, or on the day of the move: the Company may charge up to 100 percent of the agreed fee.

7.3 If the Customer wishes to change the date, time or scope of the Services, the Company will make reasonable efforts to accommodate the request, but cannot guarantee availability. Changes may be treated as a cancellation and new Booking, at the Company’s discretion.

7.4 The Company reserves the right to cancel or reschedule a Booking in exceptional circumstances, including safety concerns, Vehicle breakdown, staff illness, or other events beyond its control. In such cases, the Company will endeavour to offer an alternative date or refund any deposit paid. The Company shall not be liable for any consequential loss arising from such cancellation.

8. Liability for Loss or Damage

8.1 The Company will take reasonable care in handling, loading, securing, transporting and unloading the Customer’s Goods.

8.2 The Company’s liability for loss of or damage to Goods arising from its negligence or breach of contract shall be limited to a reasonable and proportionate amount, having regard to the nature and condition of the Goods and the service charge, and subject to any applicable statutory limits.

8.3 The Company shall not be liable for:

a) Loss or damage arising from the Customer’s failure to pack Goods properly, unless packing services were provided by the Company

b) Fragile or delicate items not properly protected or disclosed in advance

c) Normal wear and tear, minor scratches, scuffs or marks which may reasonably occur during handling and transport

d) Loss of or damage to items of exceptional or unspecified value, including jewellery, money, important documents, works of art or collectibles, unless specifically declared and agreed in writing before the Booking.

8.4 The Customer is advised to arrange suitable insurance cover for high-value or particularly fragile items, and for the move in general, where the value of Goods exceeds standard cover or limitations.

8.5 Any claim for loss or damage must be reported to the Company as soon as reasonably practicable, and in any event within 7 days of completion of the Services. The Customer must provide reasonable evidence of the loss or damage and allow the Company an opportunity to inspect the items.

9. Exclusions and Limitations

9.1 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any liability which cannot be excluded under applicable law.

9.2 Subject to clause 9.1, the Company shall not be liable for any indirect, consequential or purely economic loss, including loss of profits, loss of goodwill, or loss of opportunity, arising from or in connection with the Services.

9.3 The Company shall not be liable for any delay in completing the Services or failure to perform any part of the Services where such delay or failure results from events or circumstances beyond its reasonable control.

10. Waste and Environmental Regulations

10.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general rubbish removal contractor but may, at its discretion, agree to remove certain unwanted items from the Customer’s premises.

10.2 Any removal of items for disposal must be expressly agreed in advance. The Customer must clearly identify which Goods are to be transported and which are to be treated as waste.

10.3 The Company will not carry hazardous, clinical or prohibited waste, including but not limited to chemicals, asbestos, gas cylinders, paint tins containing liquid, solvents or medical waste.

10.4 Where waste or unwanted items are removed, the Company will take reasonable steps to ensure that such items are transferred to an appropriate facility or handler in compliance with applicable regulations. Additional charges may apply for disposal, based on weight, volume, type of material and any fees levied by third-party facilities.

10.5 The Customer is responsible for any fines, penalties or costs arising from misdescribed items or waste, or for the inclusion of prohibited materials among items presented for removal or disposal.

11. Health and Safety

11.1 The Company will carry out the Services with proper regard to health and safety. Staff may refuse to move items which they reasonably believe pose a risk to their safety or to the safety of others.

11.2 The Customer must ensure that the premises at both collection and delivery addresses are safe and free from hazards which may cause injury, including clear walkways, adequate lighting and safe access to stairs or lifts.

11.3 The Customer must not request staff to undertake tasks that fall outside of safe manual handling practices or that are contrary to Company policy or applicable health and safety legislation.

12. Complaints and Dispute Resolution

12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

12.2 The Company will endeavour to respond to complaints promptly and to reach a fair and reasonable resolution. The Customer may be asked to provide supporting details or evidence regarding any complaint.

13. Data Protection and Privacy

13.1 The Company may collect and process personal data about the Customer, such as name, address, contact details and details of the Booking, for the purposes of providing the Services and managing the business relationship.

13.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable measures to keep such information secure.

13.3 The Company will not sell or share personal data with third parties except where necessary to perform the Services, comply with legal obligations, or with the Customer’s consent.

14. Variation of Terms

14.1 The Company reserves the right to amend these Terms and Conditions from time to time. Updated terms will take effect for new Bookings once published or communicated, but will not normally affect Services already booked unless required by law.

15. Governing Law and Jurisdiction

15.1 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.

15.2 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 the Services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

16.3 These Terms and Conditions, together with the details set out in the Booking confirmation, constitute the entire agreement between the Company and the Customer relating to the Services and supersede any prior understandings or agreements, whether written or oral.