These Terms and Conditions apply to all bookings made with Man With Van Wandsworth and set out the basis on which removal, transport, delivery, loading, unloading, and related services are provided. By confirming a booking, the customer agrees to be bound by these terms. They are intended to create a clear agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the service. For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” and “your” mean the customer placing the booking.

1. Booking process
All bookings are subject to availability and are only confirmed once we have accepted the request and, where applicable, received any required deposit or advance payment. A booking may be made by phone, email, online form, or other agreed method. When you request a service, you must provide accurate information about the items to be moved, collection and delivery addresses, access conditions, parking restrictions, floor levels, whether packing is required, and any other details that may affect the work. If the information supplied is incomplete or inaccurate, we may revise the price, timing, vehicle size, staffing, or scope of service accordingly.

We may provide an estimate or quotation based on the information available at the time. Any estimate is given in good faith, but it is not a fixed price unless expressly stated as such in writing. If the actual job differs from the description provided by you, additional charges may apply. This may include extra time, waiting time, additional labour, congestion-related delays, access difficulties, or the need for specialist handling. We reserve the right to decline or amend a booking where the service requested is unsafe, unlawful, impractical, or outside the capacity of the vehicle, equipment, or personnel allocated.

By making a booking, you confirm that you are authorised to arrange the move and to agree to these terms on behalf of yourself or any third party for whom the service is arranged. You are responsible for ensuring that the premises can be accessed at the agreed times and that all items are packed, secured, and ready where the booking requires customer preparation. Unless otherwise agreed, the customer must supervise the collection and delivery of goods and must ensure that the correct items are handed over. Failure to provide access, instructions, or presence at the agreed time may result in additional charges or cancellation fees.

2. Payments
Payment terms will be confirmed at the time of booking or on the quotation. Unless a different arrangement has been agreed in writing, full payment is due on completion of the service. Where a deposit or part-payment is required to secure the booking, the booking may not be treated as confirmed until that amount has been received. We may accept payment by bank transfer, debit card, credit card, or other agreed method. Cash payments, where permitted, must be made in the correct amount unless otherwise agreed.

All prices are stated in pounds sterling unless clearly specified otherwise. Prices may be calculated by time, volume, load size, mileage, labour, or a combination of these factors. Any estimate of duration is based on typical conditions and may vary due to traffic, waiting, access restrictions, or unforeseen circumstances. If the job extends beyond the expected period, or if extra services are requested during the move, you agree to pay the additional amount due. We may issue an invoice showing the services provided and any supplements applied.

Late or failed payments
If payment is not made when due, we reserve the right to pause the service, withhold delivery, retain goods to the extent permitted by law, or charge reasonable recovery costs. Any overdue amount may attract interest and administrative charges where allowed by law. If a payment is reversed, declined, or disputed without valid reason, you remain liable for the full amount due together with any bank or administrative fees incurred. We may also require advance payment before accepting future bookings from the same customer.

Where a quotation is based on hourly rates, the clock may start when the team arrives at the agreed location or at a time notified in advance, depending on the booking arrangement. Waiting time caused by the customer, incorrect access details, or incomplete preparation may be charged. If parking permits, loading restrictions, tolls, or other route-related costs are necessary, these may be added to the final bill if not already included. Any discount offered is conditional on the booking being completed as agreed and may be withdrawn if the scope of work changes materially.

3. Cancellations and rescheduling
You may cancel or reschedule a booking, but the timing of the notice will determine whether charges apply. If you cancel well in advance, no cancellation fee may be charged, subject to any non-refundable deposit already taken. If you cancel at short notice, especially after crews, vehicles, or equipment have been allocated, a cancellation charge may apply to cover our reasonable losses. The closer the cancellation is to the scheduled start time, the more likely it is that a higher fee will be due.

If you are unable to proceed with the move on the scheduled date, you should inform us as soon as possible. We will consider requests to reschedule in good faith, but availability cannot be guaranteed. Where we agree to reschedule, any deposit may be transferred to the new date, provided the change is made within a reasonable period and the new booking is accepted. If a customer is not present at the agreed time or the service cannot begin because of access problems, incorrect information, or lack of readiness, this may be treated as a late cancellation or failed attendance.

We reserve the right to cancel or suspend a booking if performance would be unsafe, unlawful, or impossible. This includes situations involving severe weather, vehicle breakdown, staff unavailability, blocked access, threats to safety, or force majeure events beyond our control. Where we cancel for reasons within our control, we will aim to offer a refund of any amount paid for undelivered services or an alternative date where possible. We will not be liable for indirect losses caused by cancellation, such as loss of earnings, missed appointments, or emotional distress, except where such liability cannot lawfully be excluded.

4. Liability and customer responsibilities
Our team will take reasonable care when handling your possessions, but you remain responsible for ensuring that goods are properly packed unless packing has been expressly included in the service. Fragile, loose, or poorly secured items may be at higher risk of damage. Unless otherwise agreed, we do not inspect the internal contents of boxes, drawers, or sealed containers. You should remove or disclose items that are especially valuable, fragile, or hazardous before the move begins. We recommend that you retain personal documents, jewellery, cash, passports, and other irreplaceable items with you rather than placing them in the vehicle.

We are not responsible for pre-existing damage, inherent defects, wear and tear, or deterioration caused by poor packing, unsuitable containers, or inadequate protection supplied by the customer. Where we load or unload furniture, appliances, boxes, or other items, our liability for loss or damage is limited to the reasonable direct loss suffered and only where it has been caused by our negligence or breach of duty. To the maximum extent permitted by law, we exclude liability for indirect or consequential loss, business interruption, loss of profit, or loss of opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Customers must ensure that items are lawful to transport. We may refuse to carry items that are dangerous, prohibited, poorly packaged, leaking, odorous, contaminated, or capable of causing damage to people, property, or other goods. This includes, but is not limited to, explosive substances, flammable liquids, compressed gases, corrosive materials, live animals, illegal goods, and items requiring specialist licensing unless we have expressly agreed otherwise in writing. If such items are discovered during the job, we may stop work immediately, charge for time already spent, and require the customer to remove the items.

5. Waste regulations and disposal
If our service includes the removal of unwanted items, rubbish, or reusable materials, you must tell us in advance exactly what is to be collected. Waste handling is subject to applicable UK waste regulations, and we will only transport or dispose of waste in accordance with the law. We may ask questions to establish whether items are classed as household waste, commercial waste, bulky waste, or special waste. Where waste transfer notes, permits, or other documentation are required, you must cooperate and provide accurate information.

We will not knowingly collect, transport, or dump waste unlawfully. Customers must not ask us to leave items in unauthorised locations or to dispose of materials in a way that breaches environmental or licensing rules. If a load contains regulated or hazardous waste, including electrical items, chemicals, oils, paints, batteries, mattresses, refrigerants, or other controlled materials, we may refuse collection unless the service has been specifically arranged and all legal requirements are met. Any additional charges arising from lawful disposal, specialist handling, sorting, or transfer station fees may be passed on to you.

Where the service involves recycling, donation, or disposal, we do not guarantee that any item will be accepted by a third party or that any particular method of treatment will be available. Items handed over for disposal become subject to the agreed waste process once accepted, and we are not responsible for recovery if they have been lawfully removed. You are responsible for ensuring that items intended for disposal do not include anything you wish to keep. If you are unsure whether an item is waste or whether it requires special handling, you must raise this before the booking is confirmed.

6. Service conditions
The service will be carried out with reasonable skill and care and in a professional manner, but timing is approximate unless a fixed time slot is expressly guaranteed. Delays may occur due to traffic, weather, parking, access constraints, or circumstances outside our control. We will make reasonable efforts to keep to the planned schedule, but we are not responsible for inconvenience caused by ordinary logistical delays. If the customer requests changes to the route, delivery point, or service scope during the move, we may adjust the price or completion time accordingly.

All items should be prepared in a way that allows safe lifting, loading, and transport. Heavy items may require several persons to move them, and we may decline to move items that are too large, too heavy, or too risky for the available equipment or staffing. You must tell us in advance about stairways, narrow entrances, lifts, restricted parking, or any obstacle likely to affect the safe performance of the job. If the job requires us to wait for keys, permits, or third-party access, this may be charged as waiting time. We may also stop work if the environment becomes unsafe.

7. Claims and complaints
If you believe that goods have been lost or damaged, you should notify us as soon as reasonably possible and, where practicable, before the team leaves the destination. Any claim must be supported with reasonable evidence, including photographs where appropriate and a description of the items affected. Failure to report an issue promptly may affect our ability to investigate. We may ask for proof of value, proof of ownership, or other supporting information before considering compensation. Any remedy offered will reflect the extent of our responsibility under these terms and applicable law.

We are not liable for damage caused by insecure packing, pre-existing weakness, normal vibration in transit, unavoidable movement of goods, or the customer’s own instructions. Where our liability is established, we may elect to repair, replace, or compensate for the direct loss up to any limit permitted by law and any agreed contractual cap, if applicable. Nothing in this clause reduces your statutory rights as a consumer where those rights apply.

8. General legal provisions
We may assign or subcontract part of the service where necessary, provided that the overall standard remains reasonable. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in force. Any failure by us to enforce a right on one occasion does not waive that right in the future. These terms, together with any written quotation or booking confirmation, form the entire agreement between us and you for the relevant booking unless a further written amendment is agreed.

From time to time, we may update these Terms and Conditions to reflect changes in law, operational practice, or service structure. The version applicable to your booking will be the version in force when the booking is confirmed, unless a later change is required by law or expressly agreed by both parties. Customers are responsible for reviewing the terms applicable to their booking before confirmation.

9. Governing law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from the service, unless mandatory consumer law provides otherwise. If you book the service, you agree that these terms apply to that booking and to any related quotation, invoice, or written confirmation issued in connection with it.