These terms and conditions set out the basis on which Man And A Van Richmond provides removal, delivery, transport and related services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to be clear, fair and practical, and they apply to all standard bookings unless otherwise agreed in writing. For the avoidance of doubt, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer, sender, recipient or any authorised representative acting on the customer’s behalf.

These terms apply to domestic and commercial moving, item collection, delivery, light removals, and other van-based transport work arranged through Man and Van Richmond. They do not create any obligation to carry out illegal, unsafe or impracticable work. If a particular job requires special handling, permits, escorting, lifting equipment, disposal arrangements or additional labour, that may be subject to separate agreement and charges. Any variation to these terms will only be valid if confirmed in writing by an authorised representative.

We reserve the right to refuse or suspend a service where the customer has provided false, incomplete or misleading information, where access is unsafe, or where the goods are not suitable for transport in a standard van service. This includes circumstances where the load exceeds agreed dimensions, weight limits or legal requirements. Customers should ensure they are satisfied that the service booked is appropriate for their needs before the collection date.

Booking process

A booking with Richmond Man and a Van is made when we confirm the details of the job and, where required, receive any deposit or advance payment. The customer must provide accurate information at the time of booking, including collection and delivery addresses, date, preferred time window, access restrictions, parking limitations, number and type of items, and any special handling requirements. Any quotation is based on the information supplied and may be revised if the actual job differs from the original description.

We may offer estimates by telephone, email or other written communication. Unless expressly stated otherwise, estimates are not fixed until accepted and confirmed by us. A booking may be provisional until we verify availability, vehicle suitability and any additional requirements. The customer is responsible for ensuring that someone is present to authorise the collection or delivery if needed. Delays caused by missing instructions, inaccessible premises, incorrect addresses, or absence of the customer may result in waiting charges or rescheduling fees.

It is the customer’s responsibility to ensure that the goods are ready for collection at the agreed time and that all relevant items are packed, labelled and protected unless packing forms part of the agreed service. We may refuse to transport loose, hazardous or prohibited items. Any booking made on behalf of another person is taken to be authorised by that person. Where access arrangements require permits, gate codes, lifts, permits, loading bay booking or similar arrangements, the customer must make these available in advance.

Payments

Payment terms for Man And A Van Richmond will be confirmed at the time of booking or in the quotation. Unless we agree otherwise, payment is due on completion of the job, immediately before unloading, or in advance where a deposit is required. We may accept card payment, bank transfer, cash or other approved methods, subject to availability. Any deposit paid is non-refundable unless the service is cancelled by us or a refund is required by law. All prices are quoted in pounds sterling and may be exclusive or inclusive of VAT depending on the stated terms.

If the customer requests additional services, such as extra labour, assembly, dismantling, multiple stops, stair carries, waiting time, long carries or out-of-hours work, these may be charged in addition to the quoted price. Where the service takes longer than expected due to customer-related delay, incorrect booking information or access issues, extra charges may apply. We may withhold completion of the service, or retain goods within lawful limits, until outstanding sums are paid in full. Late payment may result in recovery action and any associated costs.

Cancellations and amendments

The customer may request a cancellation or amendment to a booking, but charges may apply depending on the notice period and any costs already incurred. If the customer cancels more than a reasonable period before the scheduled time, a full or partial refund may be considered, less any non-recoverable expenses. If cancellation occurs at short notice, or if the van and crew have already been dispatched, we may charge the full or agreed minimum fee. Any deposit, administration charge or booking fee may be retained where permitted by law and where it reflects genuine losses.

We may cancel or reschedule a booking where operational circumstances require it, including vehicle breakdown, staff illness, severe weather, unsafe access, or any event outside our reasonable control. In such cases, we will use reasonable efforts to offer an alternative time or date. Our liability for cancellation will be limited to a refund of sums paid for the affected service, unless otherwise required by law. We are not responsible for indirect losses arising from cancellation or rescheduling, such as missed appointments, business interruption, or loss of profit.

If the customer wishes to change the date, time, address or scope of the job, we will try to accommodate the request, but any amendment may affect price and availability. Changes made close to the service date may be treated as a cancellation and rebooking. For Man and Van in Richmond, flexibility can sometimes be arranged, but it is not guaranteed and remains subject to operational capacity.

Liability and customer responsibilities

We will exercise reasonable care and skill in providing the service. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract, subject to the limitations set out in these terms. We are not liable for damage to items that are improperly packed, already defective, inadequately secured, or fragile without suitable protection, unless we have agreed in writing to pack or handle those items in a particular way. Customers should consider their own insurance cover for valuables, antiques, artwork, electronics and other high-value items.

Unless otherwise agreed, the customer is responsible for ensuring that items are suitable for transport and that any drawers, doors, lids, cords, detachable parts or loose contents are secured. We are not liable for damage caused by inherent weakness, hidden defects, or wear and tear. We are also not liable for delays caused by traffic, road closures, parking restrictions, weather, police instructions, or other events beyond our control. To the maximum extent permitted by law, our total liability in respect of any one claim will not exceed the amount paid for the service giving rise to the claim.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. If damage or loss is discovered, the customer must notify us within a reasonable time and provide evidence where requested. We may inspect damaged items, packaging and relevant circumstances before accepting any claim. Failure to allow a reasonable opportunity to inspect may affect the claim outcome.

Waste regulations and disposal

If the service includes disposal, rubbish removal, clearance or transport to a waste site, both parties must comply with applicable waste laws and environmental rules. Man And A Van Richmond does not knowingly carry controlled waste, hazardous waste, asbestos, chemicals, gas cylinders, clinical waste, batteries, tyres, refrigerants or any other item that requires specialist licensing or handling unless specifically agreed and lawfully authorised. Customers must declare waste accurately before the booking is accepted.

Where waste removal is included, the customer is responsible for ensuring that items are lawfully owned, properly separated where necessary, and not contaminated with prohibited materials. We may refuse any load that appears unsafe, improperly described or unlawful. If we transport waste, we may require evidence of the nature and source of the waste and may issue or retain records as required by law. The customer agrees to cooperate with any lawful compliance process, including proof of identity, description of waste and disposal instructions.

Customers must not request disposal in a manner that breaches environmental, highway or local authority rules. Fly-tipping, unlawful dumping and abandonment of waste are strictly prohibited. If a customer insists on an unlawful instruction, we may terminate the service immediately without refund and may report the matter to the relevant authority where required. Any fines, penalties, clean-up costs or third-party claims resulting from inaccurate instructions or illegal waste are the customer’s responsibility, except where caused solely by our breach of duty.

Service conduct, access and property

We will take reasonable care when loading, transporting and unloading property, but the customer must ensure that premises, paths, stairways, driveways and loading areas are reasonably accessible and free from avoidable hazards. If access is restricted, the customer must disclose this in advance. We may refuse to move items through areas that are unsafe or likely to cause damage. Where parking or waiting restrictions affect the service, the customer is responsible for arranging suitable access or bearing related costs if agreed in advance.

Where dismantling, reassembly, handling of appliances or disconnection of equipment is requested, this will only be performed if agreed and if it can be done safely. We do not provide electrical, plumbing or gas services unless separately qualified and expressly contracted to do so. The customer must ensure that appliances are disconnected, emptied and safe to move unless we have agreed otherwise in writing. We are not responsible for hidden damage, pre-existing faults or the improper functioning of items after transport.

In the course of providing Man and Van Richmond services, our staff may make reasonable decisions about the method of loading, the order of loading, and the handling of items to protect safety and efficiency. Our staff’s instructions relating to lifting, access, safety and legal compliance must be followed. Any abusive, threatening or discriminatory behaviour toward staff may result in termination of the service without refund, and we reserve the right to take appropriate action where necessary.

Force majeure and delays

We are not liable for any failure or delay in performance caused by events outside our reasonable control, including but not limited to extreme weather, accidents, fire, flood, industrial action, road closures, acts of government, public health restrictions, or vehicle breakdown. In such circumstances, we may suspend the service, alter the route, substitute a vehicle, or reschedule the booking. Any reasonable additional costs caused by such events may be charged where permitted by law and where they are directly related to the customer’s booking.

Time estimates are given in good faith but are not guaranteed unless we have expressly agreed a fixed arrival or completion time in writing. If delays occur, we will seek to keep the customer informed where practical. We are not responsible for losses caused by missed deadlines, except where the delay is directly and solely caused by our negligence and the loss was reasonably foreseeable. Where the customer imposes a strict deadline, this must be stated at the time of booking and accepted by us in writing.

Data, assignment and general terms

Any personal information provided for a booking will be used to administer the service, process payment, manage communications and comply with legal obligations. We may retain relevant records for administrative, accounting and evidential purposes in accordance with applicable data protection law. We may assign or subcontract part of the service to another suitable provider, provided the service remains consistent with the agreed booking requirements and legal standards. The customer may not transfer their rights or obligations without our written consent.

The invalidity or unenforceability of any part of these terms shall not affect the remaining provisions, which will continue in full force. If we do not enforce a right or remedy immediately, that does not mean we waive it. These terms constitute the full agreement between the customer and Richmond Man And A Van in relation to the service, unless a separate written contract states otherwise. Where there is any conflict between these terms and a written quotation or service agreement, the written agreement will prevail to the extent of that conflict.

Governing law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rights of consumers under applicable law. If any customer is dealing as a consumer, their statutory rights are not affected by anything in these terms. These conditions are intended to support a fair and lawful Man and a Van Richmond service and should be read together with any specific written quotation or booking confirmation.