Man and a Van Richmond Terms and Conditions

These Terms and Conditions govern the provision of man and van and related removal services by Man and a Van Richmond. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

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

Company means Man and a Van Richmond, the provider of removal and transport services.

Customer means the individual, business, or organisation booking or using our services.

Services means transport, loading, unloading, packing, and related services provided for removals or deliveries.

Vehicle means any van or other vehicle used by the Company to carry out the Services.

Goods means all items of property that the Customer requests the Company to move, transport, store, or handle in connection with the Services.

Working Day means any day other than Saturdays, Sundays, or public holidays in England.

2. Service Description and Area

The Company provides man and van and removal services, including small domestic moves, flat and house removals, student moves, local delivery of items, and light commercial removals. Services are primarily provided within Richmond and surrounding areas, including nearby districts and routes commonly associated with local removals and collections.

While the focus of our operations is the local area, we may also undertake journeys to or from other parts of the United Kingdom by prior agreement. Any such extended service will be subject to confirmation of availability, travel time, and applicable charges.

3. Booking Process

3.1 A booking is made when the Customer requests Services, and the Company confirms acceptance of the booking verbally or in writing. The Company may ask for additional information before confirming a booking, such as addresses, access details, approximate volume of Goods, special handling requirements, and expected duration of the job.

3.2 The Customer must provide accurate and complete information at the time of booking. Prices and availability may change if the information supplied is incomplete or incorrect, including inaccurate descriptions of access, number of items, or distance involved.

3.3 The Company reserves the right to refuse or cancel any booking if it reasonably believes that the job is unsafe, unlawful, impractical, beyond the capacity of the Vehicle, or outside the scope of the Services normally offered.

3.4 The Customer is responsible for ensuring that someone authorised is present at both collection and delivery addresses at the agreed times to provide access, instructions, and confirmation of completion.

4. Estimates and Pricing

4.1 Any quotation or estimate provided by the Company is based on the information supplied by the Customer and is valid for a limited period, which will be indicated at the time the quotation is given or, if not specified, for 30 days from the date of issue.

4.2 Quotations usually take into account factors such as distance, approximate time required, size and number of Vehicles, number of operatives, access conditions, and the nature and volume of Goods.

4.3 The Company reserves the right to adjust the price if:

a. The Customer provides additional or different information from that originally supplied.

b. Access is significantly worse than described, for example where there are additional flights of stairs, long carrying distances, or restrictions on parking or loading.

c. The job takes longer than reasonably anticipated due to circumstances outside the Company's control, such as waiting for keys, delays caused by third parties, or Goods being unprepared for removal.

d. Additional services are requested by the Customer on the day, such as extra pick-ups, extra drop-offs, or packing assistance.

4.4 Unless expressly stated otherwise, all prices are given exclusive of any applicable taxes or charges that may be imposed by law or relevant authorities.

5. Payments and Charges

5.1 Payment terms will be confirmed at the time of booking. The Company may require payment in full in advance, a deposit, or payment on completion of the job, depending on the nature and size of the booking.

5.2 Payment methods will be notified by the Company and may include cash, bank transfer, or card payment, subject to availability. The Customer is responsible for any bank or card charges arising from the chosen method of payment.

5.3 Where the Company agrees to accept payment on completion, payment is due immediately upon completion of the Services at the final destination unless otherwise agreed in writing.

5.4 The Company may charge reasonable waiting time fees if its staff or Vehicles are kept waiting for reasons beyond the Company's control, such as delays with keys, paperwork, or property access.

5.5 If payment is not made on time, the Company reserves the right to charge interest on late payments at the statutory rate and to recover all reasonable costs incurred in obtaining payment, including legal fees and collection costs.

6. Cancellations and Changes

6.1 The Customer may cancel or amend a booking by giving notice to the Company. The amount of notice required and any applicable charges depend on when the cancellation or change is made.

6.2 If a booking is cancelled more than 48 hours before the agreed start time, the Company will normally not charge a cancellation fee, although any non-refundable third-party charges or special costs incurred may still be payable.

6.3 If a booking is cancelled within 24 to 48 hours of the agreed start time, the Company may charge up to 50 percent of the estimated price to cover lost time and allocated resources.

6.4 If a booking is cancelled within 24 hours of the agreed start time, the Company may charge up to 100 percent of the estimated price, especially where the Vehicle and staff have been reserved and the opportunity to take other work has been lost.

6.5 If the Customer postpones or re-schedules the Services, the Company will use reasonable efforts to accommodate the new date and time but cannot guarantee availability. Postponements may be treated as cancellations followed by a new booking, depending on notice given.

6.6 The Company reserves the right to cancel or re-schedule a booking due to circumstances beyond its control, such as severe weather, Vehicle breakdown, illness, or other unforeseen events. In such cases, the Company will seek to offer an alternative time or a refund of any sums paid for Services not provided, but shall not be liable for consequential losses arising from the cancellation.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a. Ensuring that proper access is available at all collection and delivery addresses, including suitable parking space for the Vehicle and any necessary permits or permissions.

b. Ensuring that Goods are safely and suitably packed, unless the Company has agreed in advance to provide packing services.

c. Disconnecting, defrosting, and preparing appliances such as fridges, freezers, cookers, and washing machines before the start of the job, unless otherwise agreed.

d. Removing any fixtures, fittings, or doors necessary to allow Goods to be moved safely through the property.

e. Supervising the loading and unloading where appropriate and checking that nothing has been left behind.

7.2 The Customer must not request the Company to transport any items that are illegal, dangerous, explosive, highly flammable, or otherwise unsafe, including but not limited to gas cylinders, fuel, chemicals, firearms, or perishable items likely to cause damage.

7.3 The Customer is responsible for securing or removing valuables, important documents, jewellery, money, and similar items. The Company accepts no responsibility for such items unless specifically agreed in writing and declared in advance.

8. Company Responsibilities

8.1 The Company will exercise reasonable care and skill in providing the Services and will take reasonable steps to protect the Customer's property and Goods during the removal process.

8.2 The Company will provide Vehicles and staff appropriate to the size and nature of the job, based on the information supplied at the time of booking.

8.3 The Company will use reasonable efforts to adhere to agreed arrival and completion times. However, all arrival times are estimates and may be affected by traffic, road closures, weather, or other conditions beyond the Company's control.

9. Liability and Limits

9.1 The Company will be liable for loss of or damage to Goods only where such loss or damage is caused by the Company's negligence or breach of contract, subject to the limitations set out in these Terms and Conditions.

9.2 The Company's liability for loss or damage to Goods shall not exceed a reasonable replacement or repair cost for the affected items, and in any event may be capped at a maximum amount per job, which will be notified to the Customer on request or at the time of booking.

9.3 The Company shall not be liable for:

a. Loss or damage arising from the Customer's failure to properly pack, protect, or prepare Goods where packing services are not provided by the Company.

b. Damage to items of fragile or inherently weak construction, such as flat-pack furniture, pressboard furniture, glass, or similarly delicate items, unless it can be shown that the Company failed to take reasonable care.

c. Loss or damage to the contents of drawers, wardrobes, boxes, or containers not packed by the Company.

d. Loss of or damage to items not permitted to be carried, including hazardous or illegal goods.

e. Indirect or consequential loss, such as loss of profits, business interruption, loss of opportunity, or emotional distress, even if the Company has been advised of the possibility of such loss.

9.4 The Company shall not be responsible for damage to property where the Customer or another person has instructed the Company to move Goods in a way that the Company has advised is unsafe or unsuitable, for example moving items through tight spaces or over obstacles.

9.5 The Customer must inspect Goods and property as soon as reasonably practicable after completion of the Services and notify the Company of any loss or damage in writing within a reasonable time. Failure to do so may affect the Company's ability to investigate and resolve any claim.

10. Insurance

10.1 The Company maintains insurance appropriate to its operations in line with industry practice. Details of cover, including any applicable limits and exclusions, are available to the Customer upon request.

10.2 It is the Customer's responsibility to arrange additional insurance if the value of the Goods exceeds the Company's standard cover or if the Customer requires broader protection than is provided as standard.

11. Waste, Recycling, and Environmental Regulations

11.1 The Company is not a waste disposal contractor and will not remove household refuse, builders' waste, hazardous materials, or other controlled waste unless specifically agreed in advance and in compliance with applicable waste regulations.

11.2 Where the Company agrees to remove unwanted items, furniture, or materials for disposal or recycling, it will do so in accordance with relevant environmental and waste legislation. Charges may apply for disposal, tipping, or recycling services.

11.3 The Customer must not ask the Company to dispose of any items illegally, including fly-tipping or depositing waste in unauthorised locations. The Company reserves the right to refuse to remove or transport any items where it believes this would breach relevant laws or regulations.

11.4 The Customer remains responsible for ensuring that any items designated for disposal are safe to handle and do not contain hazardous substances, sharp objects, or other dangers not disclosed to the Company.

12. Parking, Access, and Permits

12.1 The Customer is responsible for arranging suitable parking and access for the Vehicle at both collection and delivery addresses, including obtaining any necessary permits or authorisations required by local authorities or property managers.

12.2 Any parking fines, penalties, or additional charges incurred because of inadequate parking arrangements, restricted access, or failure to provide necessary permits may be charged to the Customer, unless the fault lies with the Company.

12.3 If the Vehicle cannot be parked within a reasonable distance of the property, the Company may charge additional fees for extra carrying distance or time taken to complete the job.

13. Delays and Events Beyond Control

13.1 The Company will not be liable for any delay or failure to perform the Services where such delay or failure results from events or circumstances beyond its reasonable control. Such events may include, but are not limited to, extreme weather, road closures, accidents, Vehicle breakdowns, traffic congestion, strikes, or public disturbances.

13.2 In the event of delays caused by such circumstances, the Company will make reasonable efforts to keep the Customer informed and to complete the Services as soon as is reasonably practicable, but shall not be liable for any associated indirect loss or cost.

14. Complaints and Dispute Resolution

14.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and resolved where appropriate.

14.2 Complaints relating to loss or damage of Goods should be supported with evidence, such as photographs and descriptions of the affected items, and raised within a reasonable time after the Services are completed.

14.3 The Company will review complaints promptly and in good faith, and will work with the Customer to reach a fair outcome in line with these Terms and Conditions and any applicable law.

15. Data Protection and Privacy

15.1 The Company will collect and use personal data provided by the Customer, such as names, addresses, and contact details, only for the purposes of managing bookings, providing the Services, and handling payments and communications.

15.2 The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or where the Customer has given permission.

16. Variation of Terms

16.1 The Company may revise these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that booking unless a different version is explicitly agreed in writing.

16.2 Any changes to the Services, pricing, or terms that materially affect an existing confirmed booking will be communicated to the Customer, who may be given the opportunity to accept the changes or cancel the booking in line with the cancellation provisions.

17. Severability

17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, or, if that is not possible, it will be deemed deleted. The remaining provisions will continue in full force and effect.

18. Governing Law and Jurisdiction

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

18.2 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 the provision of the Services.

By confirming a booking with Man and a Van Richmond or by allowing work to commence, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.