Man with Van Docklands Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Docklands provides removal and associated services. By booking a service, requesting a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions. If you do not agree to any part of these terms, you must not proceed with a booking.

1. Definitions

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

1.1 "Company" means Man with Van Docklands, the provider of removal and related services.
1.2 "Customer" means the person, firm or organisation requesting or receiving services from the Company.
1.3 "Services" means any removal, loading, unloading, packing, transport, delivery, waste removal 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 "Booking" means the Customer's confirmed request for Services, whether made by telephone, online form, or in writing.
1.6 "Service Area" means the locations in which the Company operates its man and van and removal services, including Docklands and surrounding districts.

2. Scope of Services

2.1 The Company provides domestic and commercial removal services, including but not limited to collection, transportation and delivery of furniture, personal belongings, office equipment and similar items within the Service Area and to other agreed destinations.

2.2 The Company may also provide additional services by prior agreement, such as packing, furniture assembly or disassembly, and limited waste removal services, subject to waste regulations and any applicable licensing requirements.

2.3 The Company reserves the right to refuse the carriage of any item which, in its reasonable opinion, is unsafe, illegal, excessively heavy, poorly packaged, or otherwise unsuitable for transport.

3. Booking Process

3.1 Bookings may be made by the Customer by telephone or through the Company's online enquiry or booking system where available.

3.2 At the time of booking, the Customer must provide accurate and complete information, including but not limited to:

(a) collection and delivery addresses;
(b) property access details, such as floor levels, lift availability, parking restrictions and distance from vehicle to entrance;
(c) an accurate description and approximate quantity of items to be moved;
(d) any special handling requirements, such as fragile items, bulky or heavy items, or high value items;
(e) preferred date and time of service.

3.3 Any quotation provided by the Company is based on the information supplied by the Customer at the time of enquiry. If the information is incomplete or inaccurate, the Company reserves the right to amend the quotation or charge additional fees to reflect the actual work required.

3.4 A booking is only considered confirmed when the Company has accepted the booking and, where required, the Customer has paid any deposit or prepayment requested by the Company.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are provided on the basis of an hourly rate or a fixed price, as communicated to the Customer at the time of booking.

4.2 Quotations are valid for a limited period as specified by the Company. If no period is specified, quotations are valid for 30 days from the date of issue, subject to availability.

4.3 The price may be adjusted if:

(a) the Customer changes the collection or delivery address;
(b) additional items or services are required;
(c) access conditions differ from those described at the time of booking, resulting in additional time or labour;
(d) the move is delayed or extended due to circumstances outside the Company’s control, including waiting for keys, lack of parking, or restrictions imposed by building management.

4.4 Any parking charges, tolls, congestion or clean air zone charges, fines or similar costs incurred in the performance of the Services may be charged to the Customer in addition to the agreed price, where such costs arise from circumstances beyond the Company’s reasonable control.

5. Payments

5.1 The Customer agrees to pay the charges for the Services in accordance with the agreed quotation and payment terms.

5.2 The Company may require a deposit or full prepayment at the time of booking. Any such requirement will be communicated to the Customer before the booking is confirmed.

5.3 Unless otherwise agreed in writing, any balance due is payable immediately upon completion of the Services on the day of the move.

5.4 The Company accepts the payment methods notified to the Customer at the time of booking, which may include cashless methods such as card or bank transfer, subject to the Company’s current payment policies.

5.5 If payment is not made when due, the Company reserves the right to:

(a) charge interest on outstanding sums at the statutory rate from the due date until the date of payment; and
(b) withhold delivery of goods or retain goods in its possession until payment is received in full, subject to applicable law.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company.

6.2 If the Customer cancels more than 48 hours before the scheduled start time, any deposit may be refundable or transferable at the Company’s discretion, subject to administrative charges.

6.3 If the Customer cancels within 48 hours of the scheduled start time, the Company reserves the right to retain some or all of any deposit paid and may charge a cancellation fee up to a reasonable proportion of the agreed price to cover allocated resources and lost opportunity.

6.4 If the Customer is not present, not contactable, or not ready to proceed at the agreed time and place, this may be treated as a late cancellation and charges may apply as set out above.

6.5 The Company will use reasonable endeavours to accommodate requested changes to dates, times or service details, but all amendments are subject to availability and may result in revised pricing.

6.6 The Company may cancel or postpone a booking due to events beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, accidents, road closures, illness, industrial action or other unforeseen circumstances. In such cases, the Company will notify the Customer as soon as reasonably practicable and, where possible, offer an alternative date or a refund of any prepayments received, but will not be liable for consequential losses.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) ensuring that all items are safely and adequately packed, unless a packing service has been specifically agreed;
(b) disconnecting and preparing any appliances prior to the move, including fridges, washing machines and cookers;
(c) ensuring that all goods to be moved are ready for collection at the agreed time;
(d) providing safe and lawful access to the property at both collection and delivery addresses;
(e) arranging and paying for any parking permits or permissions required in connection with the Services, unless otherwise agreed.

7.2 The Customer must not request the Company or its staff to carry out any illegal activities, including illegal dumping of waste, or to handle items that are prohibited under these Terms and Conditions.

7.3 The Customer must inform the Company in advance of any items of high value, delicate items, or items requiring special handling.

8. Excluded and Prohibited Items

8.1 The Company will not carry, and the Customer must not submit for removal or transport, any of the following without prior written agreement:

(a) hazardous materials, including flammable, explosive, corrosive, toxic or radioactive substances;
(b) firearms, ammunition or weapons;
(c) live animals or plants requiring special transport conditions;
(d) perishable goods requiring refrigeration or controlled temperatures;
(e) cash, negotiable instruments, jewellery, precious metals, artwork of high value or other high value items not disclosed in advance.

8.2 If the Company discovers that prohibited items have been included without its knowledge, the Company may remove, dispose of, or decline to transport such items at the Customer’s risk and expense.

9. Liability and Limitations

9.1 The Company will exercise reasonable care and skill in providing the Services.

9.2 The Company’s liability for loss of or damage to goods is limited to the reasonable cost of repair or replacement, subject to any applicable statutory rights, and subject to the exclusions and limitations set out in these Terms and Conditions.

9.3 The Company will not be liable for:

(a) loss or damage arising from the inherent nature, defect or deterioration of items being moved;
(b) damage to items packed by the Customer where inadequate or unsuitable packing materials were used;
(c) normal wear and tear, minor scuffs or scratches which may occur despite reasonable care during handling and transportation;
(d) loss or damage to any item where the Customer has not notified the Company at the time of booking that the item is fragile or of high value;
(e) any indirect, consequential or economic loss, including loss of profits, income, business, contracts or anticipated savings.

9.4 The Customer must inspect goods and property as soon as reasonably possible after completion of the Services. Any claims for loss or damage must be notified to the Company in writing within a reasonable period of completion, providing full details of the alleged loss or damage.

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 which cannot be excluded or limited by law.

10. Property Damage

10.1 The Company will take reasonable care to avoid damage to property during performance of the Services.

10.2 The Customer is responsible for protecting floors, walls, bannisters and other surfaces where necessary, particularly in narrow or restricted access areas.

10.3 The Company will not be liable for superficial damage to walls, floors or other structures where such damage is a practical risk of moving bulky items through confined spaces, provided that reasonable care has been taken.

11. Waste Regulations and Rubbish Removal

11.1 The Company operates in accordance with applicable waste and environmental regulations. Rubbish removal or disposal services are offered only within the scope of relevant licences and legal requirements.

11.2 The Customer must not require the Company to dispose of waste in any unlawful manner, including fly-tipping or the use of unauthorised sites.

11.3 Where the Company agrees to remove waste items, such as unwanted furniture, packaging or general household waste, the Customer is responsible for accurately describing the nature and quantity of the waste in advance.

11.4 Additional charges may apply for waste disposal, recycling, special handling or transfer station fees. These charges will be communicated to the Customer where possible before the Services are provided.

11.5 The Company reserves the right to refuse the collection or disposal of any waste that is hazardous, illegal, or outside the scope of its authorisation or capability.

12. Delays and Events Beyond Control

12.1 The Company will make reasonable efforts to adhere to agreed schedules, but arrival and completion times are estimates only and may be affected by traffic, weather, road closures, access issues or other factors beyond the Company’s control.

12.2 The Company will not be liable for delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control.

13. Insurance

13.1 The Company maintains appropriate insurance cover in connection with its operations as required by law.

13.2 The Customer is encouraged to maintain separate insurance for high value or particularly fragile items, or to check existing home or business contents insurance for coverage during moves.

14. Complaints

14.1 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.

14.2 Complaints should be made in writing and should include relevant details, such as dates, addresses, a description of the issue and any supporting evidence.

15. Personal Data

15.1 The Company may collect and process personal data from the Customer, such as names, addresses and contact details, for the purposes of providing the Services, handling payments and managing bookings.

15.2 Personal data will be handled in accordance with applicable data protection laws and used only for legitimate business purposes related to the Services.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 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 their subject matter or formation.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be deemed not to form part of these Terms and Conditions, and the validity and enforceability of the other provisions shall not be affected.

17.2 No failure or delay by the Company to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings, communications or agreements.

17.4 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to another suitably qualified provider on reasonable notice to the Customer.

17.5 The headings in these Terms and Conditions are for convenience only and do not affect their interpretation.