Terms and Conditions
Man with Van Sydenham Hill Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Sydenham Hill provides removal, transport and related services in the United Kingdom. By making a booking, using our services, or permitting our staff to handle your goods, you agree to be bound by these Terms and Conditions.
Please read this document carefully before confirming any booking. If you do not agree with any part of these terms, you should not proceed with your booking or use our services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means Man with Van Sydenham Hill, providing removal and transport services in the UK.
1.2 "Customer" means any individual, business, or organisation requesting or using the services of the Company.
1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, or related services provided by the Company.
1.4 "Vehicle" means any van or other vehicle used by the Company to provide the Services.
1.5 "Job" or "Booking" means a single instruction or order placed by the Customer for the provision of Services on a specified date and time.
1.6 "Goods" means any items, property, or belongings transported or handled by the Company as part of the Services.
2. Scope of Services
2.1 The Company provides man and van and small removal services, including local and regional transport of household, office, and personal items throughout the UK, with a primary focus on the surrounding area.
2.2 The exact scope of each Job, including collection and delivery addresses, anticipated journey route, approximate volume of Goods, and any special handling requirements, will be agreed with the Customer at the time of booking.
2.3 The Company reserves the right to refuse to carry any Goods which, in its reasonable opinion, are unsafe, illegal, hazardous, insufficiently packaged, or otherwise unsuitable for transport.
3. Booking Process
3.1 Bookings must be made directly with the Company. A booking is not confirmed until the Customer has received explicit confirmation from the Company.
3.2 When requesting a quote or placing a booking, the Customer must provide accurate and complete information, including:
a) Full collection and delivery addresses.
b) Date and preferred arrival time.
c) Details of access restrictions, such as parking limitations, stairs, narrow entrances, congestion zone charges, or lift availability.
d) A clear description of the Goods, including quantity, size, approximate weight, and any fragile or high-value items.
e) Any special handling requirements, such as furniture disassembly or reassembly.
3.3 The Company will provide either a fixed price quotation or an estimate based on the information supplied. If the actual circumstances differ from those described by the Customer, the Company reserves the right to adjust the price accordingly.
3.4 The Customer is responsible for obtaining any necessary permissions for loading and unloading, including booking building access slots, reserving lifts, or notifying building management, where applicable.
4. Pricing and Payment Terms
4.1 Prices are based on factors such as time, distance, number of staff, size of vehicle required, and the volume and nature of the Goods.
4.2 Unless otherwise stated, all quotes are provided exclusive of any third-party charges, such as parking fees, tolls, congestion or clean air zone charges, ferry costs, or permits. Such additional charges 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. The required deposit amount and payment deadline will be communicated to the Customer at the time of booking.
4.4 Payment methods accepted will be stated by the Company. Cash payments, where accepted, are typically due on completion of the Job, before unloading is finished. Electronic payments may be required in advance or at the start of the Job.
4.5 The Company reserves the right to refuse to commence or continue a Job if payment has not been made as agreed or if there is reasonable doubt about the Customer's ability or intention to pay.
4.6 Where the Customer is a business, payment terms may be agreed in writing. If no specific terms are agreed, payment is due immediately on completion of the Services.
4.7 If payment is not received by the due date, the Company reserves the right to charge interest on any overdue amount at the statutory rate permitted under UK law until payment is made in full.
5. Cancellations and Changes
5.1 If the Customer wishes to cancel or reschedule a booking, they must notify the Company as soon as possible.
5.2 The following charges may apply for Customer cancellations:
a) More than 48 hours before the scheduled start time: Deposit may be refundable at the Company's discretion, less any administrative costs.
b) Between 24 and 48 hours before the scheduled start time: Up to 50 percent of the total quoted price may be charged.
c) Less than 24 hours before the scheduled start time or on arrival: Up to 100 percent of the total quoted price may be charged.
5.3 If the Customer is not present, or access is not possible at the agreed time and place, this may be treated as a same-day cancellation, and charges may apply as above.
5.4 Any request to change the date, time, number of staff, or scope of Services is subject to availability and must be agreed by the Company. Changes may result in an adjusted price.
5.5 The Company reserves the right to cancel or postpone a booking in the event of unforeseen circumstances, such as vehicle breakdown, staff illness, extreme weather, or other events beyond its reasonable control. In such cases, the Company's liability is limited to refunding any deposit or pre-payment received for the affected Job. The Company will not be liable for any indirect or consequential losses arising from such cancellation.
6. Customer Responsibilities
6.1 The Customer is responsible for:
a) Ensuring that all Goods are securely packed, boxed, and labelled, unless packing services have been specifically agreed.
b) Removing any loose or fragile items from drawers, wardrobes, or similar furniture unless explicitly agreed otherwise.
c) Arranging suitable parking for the Vehicle at both collection and delivery locations, and covering any related costs or fines arising from insufficient or illegal parking instructions given by the Customer.
d) Supervising the loading and unloading of the Goods, or appointing a responsible representative to do so.
e) Checking all premises before departure to ensure no items have been left behind.
6.2 The Customer must not ask the Company or its staff to carry out any action that is unsafe, illegal, or outside the agreed scope of Services.
6.3 Where the Customer or any third party assists with loading or unloading, they do so at their own risk.
7. Company Responsibilities and Limitations
7.1 The Company will use reasonable care and skill in providing the Services and handling the Goods.
7.2 Arrival times are estimates only and may be affected by traffic, roadworks, or other circumstances beyond the Company's control. The Company will make reasonable efforts to keep the Customer informed of any significant delays but does not accept liability for losses caused by late arrival, unless delay results from the Company's wilful misconduct.
7.3 The Company is not responsible for:
a) Electrical, mechanical, or electronic issues with appliances or devices, unless there is visible physical damage caused by the Company.
b) Dismantling or reassembling furniture or equipment, unless this service has been expressly agreed in advance.
c) Normal wear and tear, minor scuffs, or marks that may occur despite reasonable care during removal and transport.
8. Excluded and Restricted Items
8.1 The Company will not carry:
a) Illegal goods, drugs, or contraband.
b) Firearms, ammunition, explosives, or flammable substances.
c) Hazardous or toxic materials, including chemicals, asbestos, or gas cylinders.
d) Live animals, plants, or perishable food items likely to deteriorate during transport.
e) Valuable items such as cash, jewellery, important documents, or antiques, unless explicitly agreed and appropriately insured.
8.2 If any prohibited or hazardous items are discovered during a Job, the Company may refuse to transport them and may terminate the Job without refund.
9. Liability and Insurance
9.1 The Company will take reasonable care of the Customer's Goods while they are in its custody and control.
9.2 The Company's liability for loss of or damage to Goods, whether arising from negligence or otherwise, is limited to a reasonable amount per Job, unless a higher value has been declared by the Customer and accepted by the Company in writing, with any additional charges for increased liability agreed.
9.3 The Customer must notify the Company in writing of any loss or damage as soon as reasonably possible and, in any event, within a reasonable period after completion of the Job. The Customer must provide evidence of the damage and proof of value where requested.
9.4 The Company will not be liable for:
a) Loss or damage arising from inadequate or improper packing by the Customer.
b) Loss or damage where Goods are moved against the Company's advice.
c) Any indirect, consequential, or economic loss, including loss of profits, business, or opportunity, however caused.
d) Loss or damage to Goods that are already defective, fragile, or of poor condition, where such issues increase the risk of breakage.
9.5 Nothing in these Terms and Conditions excludes or limits the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under UK law.
10. Waste and Disposal Regulations
10.1 The Company is not a licensed waste carrier for general waste disposal, unless explicitly stated otherwise. The primary service is the transport of goods, not rubbish removal.
10.2 The Customer must not use the Services to dispose of household or commercial waste in breach of UK waste regulations.
10.3 If the Customer requests removal of items for disposal, the Company may, at its discretion, agree to transport such items to a designated recycling centre or waste facility, provided that:
a) The items are suitable for lawful disposal.
b) Any applicable fees, including recycling or tipping charges, are payable by the Customer.
10.4 The Customer is responsible for accurately identifying any items intended for disposal and for ensuring that such disposal complies with local and national regulations.
10.5 The Company reserves the right to refuse any items for disposal that appear hazardous, contaminated, or otherwise unsuitable.
11. Delays, Waiting Time and Access
11.1 The Customer must ensure that the premises at the collection and delivery addresses are accessible at the agreed time and that all Goods are ready to be moved.
11.2 If the Company or its staff are required to wait due to delays caused by the Customer, additional waiting time charges may be applied, calculated according to the Company's current hourly rates.
11.3 Where access is materially more difficult than described at the time of booking, for example due to extra flights of stairs, long carrying distances, or unexpected obstacles, the Company may apply additional charges or adjust the scope of the Job.
12. Complaints
12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the driver or team on the day, where possible, so that an immediate solution can be sought.
12.2 Any formal complaint should be notified to the Company within a reasonable time after completion of the Job, providing all relevant details, including the date of the Job, addresses, and a clear description of the issue.
12.3 The Company will investigate complaints in good faith and may request further information or evidence where necessary.
13. Data Protection and Privacy
13.1 The Company will collect and use Customer information solely for the purpose of providing and administering the Services, handling payments, and complying with legal obligations.
13.2 Customer details will be kept secure and will not be sold to third parties. Information may be shared with trusted partners, such as payment processors, only to the extent necessary to complete the Job or process transactions.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
14.2 Any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
15.2 The failure or delay of the Company to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that right or remedy.
15.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior arrangements, understandings, or representations, whether oral or written.
15.4 The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that Job.
