These Terms and Conditions set out the basis on which Man With Van Docklands provides removals, delivery, transport, and related moving services to residential and commercial customers. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any order, as they explain how bookings are made, how charges are calculated, when payment is due, what happens if plans change, and the limits of our responsibility. In these terms, references to we, us, and our mean Man With Van Docklands, and references to you and your mean the customer using our service.

These terms apply to all van and moving services supplied by us unless we agree otherwise in writing. They cover single-item transport, part-load moves, full van services, loading and unloading assistance, and similar work. Any special arrangements made during the booking process will only form part of the agreement if we confirm them in writing or by recorded communication. If there is any conflict between a booking confirmation and these terms, the booking confirmation will take priority to the extent of the conflict.

We may update these terms from time to time to reflect changes in law, operational practices, or service standards. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or is expressly stated to apply retrospectively. You are responsible for checking that your booking details, collection point, delivery point, access information, and item descriptions are accurate. Failure to provide correct details may affect the price, timing, and feasibility of the service.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we accept from time to time. A booking is not confirmed until we have reviewed the information provided, agreed the service requirements, and issued a confirmation. The booking confirmation may include the date, time window, type of vehicle, estimated duration, number of team members, and any additional services requested. A confirmed booking creates an agreement between you and us, subject to these terms and any specific conditions stated in the confirmation.

When requesting a booking, you must provide accurate and complete information, including the nature and number of items, access conditions, parking restrictions, floor level, lift availability, and any unusually heavy, fragile, or valuable goods. If the information changes after confirmation, you must tell us as soon as reasonably possible. We may revise the quote, alter the vehicle size, assign additional staff, or change the service plan if the original information is incomplete or materially inaccurate. If the revised requirements cannot reasonably be met, we may cancel the booking and charge any reasonable costs already incurred.

2. Service Conditions and Customer Responsibilities

You must ensure that the premises are ready for the service at the agreed time. This includes securing pets, clearing access routes where reasonably possible, arranging parking permissions where needed, and making sure items to be moved are available and correctly packed unless packing has been included in the service. We are entitled to refuse to move any item that we reasonably believe is unsafe, illegal, inadequately packed, or likely to cause damage to property, people, or the vehicle.

You are responsible for ensuring that all items handed to us are lawful to transport and that you have authority to move them. We are not required to inspect the contents of boxes, bags, or containers, and we accept no responsibility for hidden contents unless damage is caused by our negligence and the contents were properly declared. If you request that we dismantle or reassemble items, we may do so only where it is safe and practical. We are not responsible for pre-existing faults, weak fixtures, defective fittings, or items that are already damaged or unstable.

3. Pricing and Payments

Our prices may be calculated using hourly rates, fixed fees, mileage-based charges, minimum call-out amounts, or a combination of these methods. Any quote provided is based on the information available at the time and may be adjusted if the service differs from what was described. Additional charges may apply for waiting time, parking fines caused by unavailable parking arrangements, congestion or access issues, extra handling for heavy or awkward items, stair carries, long carries, or work outside normal service assumptions.

Payment terms will be stated in the booking confirmation. Unless otherwise agreed, payment is due on completion of the service or in advance for some bookings. We may require a deposit to secure a booking, particularly for larger moves, weekend work, or short-notice jobs. Deposits may be non-refundable in some cancellation circumstances. We accept payment methods notified at the time of booking, and we may refuse to begin or continue work if payment conditions are not met. If any payment is overdue, we may charge interest and recover reasonable costs associated with collection, to the extent permitted by law.

4. Cancellations, Rescheduling, and Delays

If you wish to cancel or reschedule, you must notify us as early as possible. Cancellations made within the period stated in the booking confirmation may be subject to a fee. If no specific period is stated, a reasonable notice requirement will apply based on the nature of the booking, the vehicle allocated, and any staff reserved for your job. Where we have already incurred costs in preparation for your booking, such costs may be charged to you.

We may cancel or reschedule the service where operational, safety, legal, or weather-related circumstances make it necessary. If we cancel without fault on your part, we will refund any sums paid for the cancelled element of the service, unless we are prevented from attending by events beyond our reasonable control. We are not liable for delays caused by traffic, road closures, accidents, severe weather, or access restrictions, although we will use reasonable efforts to minimise disruption. If a delay occurs because you are not ready at the agreed time, we may charge waiting time or treat the booking as cancelled after a reasonable period.

5. Liability and Insurance

We will exercise reasonable care and skill in providing the service. However, our liability is limited to the extent permitted by law. We are not responsible for loss or damage arising from inaccurate information supplied by you, inadequate packing, hidden defects, normal wear and tear, inherent fragility, or items that you ask us to move despite our reasonable advice not to do so. We are also not liable for indirect or consequential losses, including loss of earnings, loss of profit, loss of opportunity, or business interruption.

Where we are legally liable for loss or damage caused by our negligence, our liability will ordinarily be limited to the reasonable repair cost, replacement value, or the declared value of the affected item, whichever is lower and subject to any applicable cap stated in the booking confirmation. You must notify us of any alleged damage or loss as soon as reasonably possible and in any event within a reasonable time after completion of the service. We may ask for evidence, including photographs, proof of value, and details of packaging or handling. Claims not reported promptly may be difficult to investigate and may not be accepted.

6. Waste, Disposal, and Environmental Compliance

If our service includes disposal, disposal-assisted transport, clearance, or removal of unwanted items, you must ensure that the items are suitable for collection and lawful for us to handle. We do not act as an unlicensed waste carrier beyond the scope of any licences or registrations held by us, and we will only remove, transport, or dispose of waste in accordance with applicable UK waste legislation and environmental requirements. You must not ask us to dispose of hazardous, clinical, chemical, asbestos-containing, or otherwise regulated waste unless we have expressly agreed in advance and confirmed that we are authorised to deal with it.

Where waste is collected, you remain responsible for accurately describing the material and for ensuring that the items are not contaminated or dangerous. If we discover prohibited or misdescribed waste, we may refuse collection, return the items at your cost, or hand them to an appropriate authorised facility, where legally permitted. You agree to cooperate with any reasonable request for information needed to comply with duty of care obligations, record-keeping, transfer notes, or other waste-management requirements. Any breach of waste rules by you may result in additional charges and may make you liable for losses, penalties, or enforcement action caused by inaccurate information or unlawful disposal requests.

7. Access, Parking, and Site Safety

You are responsible for providing safe and lawful access to the collection and delivery locations. This includes arranging any required parking permits, notifying building management where necessary, and making sure access routes can accommodate the vehicle and the items to be moved. If we incur parking charges, tolls, or similar costs during the performance of the service, those amounts may be added to the final invoice where they are reasonably connected with your booking.

You must ensure that the premises are safe for our staff to enter and work in. If we identify an unsafe condition, including structural hazards, exposed wiring, aggressive animals, or restricted access that creates a risk of injury, we may suspend or stop work until the issue is resolved. If the issue cannot be resolved promptly, we may leave the site and charge for time spent and reasonable costs incurred. We are not liable for delay or loss arising from unsafe premises, blocked access, or failure to obtain necessary permissions.

8. Items Excluded or Subject to Special Handling

Certain items may require special agreement before transport, including pianos, safes, antiques, artwork, large glass items, high-value goods, and items requiring disassembly or specialist equipment. We may decline to move such items if the conditions are unsuitable or if the risks are disproportionate. Items containing live animals, dangerous substances, firearms, perishable goods, or items prohibited by law must not be included in the service unless we have expressly agreed and confirmed that the movement is lawful and safe.

You should remove personal data from computers, phones, and storage devices before handing them over unless our service specifically includes data-handling support. We accept no responsibility for data loss, software issues, or inability to access digital content unless caused by our proven negligence and not excluded by law. Any item requiring temperature control, insurance beyond normal service cover, or specialist certification must be disclosed in advance. Failure to disclose special handling needs may mean that the item is transported at your risk or not transported at all.

9. Complaints and Claims Procedure

If you are dissatisfied with any aspect of the service, you should notify us promptly with sufficient detail to allow investigation. We may request supporting evidence and may inspect the item, packaging, or site conditions where relevant. Any complaint will be assessed fairly and in line with these terms. Where a remedy is appropriate, it may include repair, a reasonable refund, or another proportionate response, depending on the circumstances.

We may refuse claims where there is no evidence of loss, where the item was inadequately packed, where damage is consistent with pre-existing condition, or where the issue was not reported within a reasonable period. Nothing in these terms affects your statutory rights as a consumer, nor does it exclude liability that cannot be excluded under UK law. If a court or competent authority decides that any part of these terms is unenforceable, the remaining provisions will continue in full force.

10. Governing Law

These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from or connected with them will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If you are a consumer resident in another part of the UK, you may still benefit from compulsory local consumer protections that cannot be waived by contract.

By making a booking with Man With Van Docklands, you confirm that you have read, understood, and accepted these terms. If you do not agree with any part of them, you should not proceed with the booking. These terms are intended to create a clear and fair basis for service delivery, risk allocation, payment, and dispute handling, while supporting lawful and professional van moving operations.