Terms and Conditions for Man With Van Docklands
These Terms and Conditions set out the basis on which Man With Van Docklands provides moving, transport, lifting, loading, unloading, and related removal services within the United Kingdom. By making a booking, requesting a quote, or allowing work to begin, the customer agrees to be bound by these terms. These terms are designed to create a clear agreement between the customer and the service provider, covering the booking process, payment obligations, cancellation rules, liability limits, waste handling requirements, and the law that applies to the service. In these Terms and Conditions, references to we, us, or our mean the service provider, and references to you or your mean the customer or person placing the booking.
All services are provided subject to availability and are offered on the basis of the information supplied by the customer at the time of enquiry and throughout the booking process. The customer must provide accurate and complete details about the items to be moved, the collection and delivery addresses, access conditions, parking restrictions, load size, any required lifting, and any special handling needs. If the information changes before or during the job, the price, timing, equipment, or staffing may need to be adjusted. We reserve the right to refuse or amend a booking where the information provided is materially inaccurate, incomplete, or misleading.
These terms apply to domestic, commercial, and mixed-use jobs, including full and part removals, single-item transport, furniture relocation, and associated labour. They do not create any guarantee that a particular vehicle type, number of movers, or arrival time will be available unless expressly confirmed in writing. Any additional services requested on the day may be accepted at our discretion and may incur extra charges. Nothing in these Terms and Conditions affects your statutory rights under UK consumer law where applicable.
Booking process begins when you submit an enquiry and receive a quotation or estimate. A booking is only confirmed when we have accepted the job and, where required, received any deposit or advance payment. Quotes may be based on hourly rates, fixed fees, mileage, item count, or a combination of these. Unless stated otherwise, quotations are based on normal working conditions and the information provided by you. The final charge may differ if the actual service differs from the details originally supplied. We may ask for photographs, a video walkthrough, inventory lists, or access information to assess the job accurately.
Once a booking is confirmed, you are responsible for ensuring that the collection and delivery points are accessible at the agreed time. This includes arranging any required permits, notifying building management where necessary, and making sure parking or loading arrangements are suitable for the vehicle used. Any delay caused by restricted access, missing information, late handover, or failure to prepare the property may be chargeable. If our team is unable to complete the work because of access issues, unsafe conditions, or your failure to be present when required, the booking may still be chargeable in full or in part.
It is your responsibility to ensure that all items are ready for transit and that fragile, valuable, or delicate goods are packaged appropriately unless you have specifically arranged packaging support. We may refuse to handle items that are unsafe, prohibited, excessively heavy, or unsuitable for the agreed vehicle or staffing level. If a move involves dismantling, reassembly, piano handling, or specialist lifting, this must be disclosed before the booking is confirmed. Any variation to the original scope may result in a revised price and timetable. 
Where the customer asks us to proceed despite a known risk, we may decline responsibility for any resulting loss or damage to the extent permitted by law.
Payments are due in accordance with the payment terms provided at the time of booking or on the invoice issued after completion. Unless otherwise agreed, payment is due immediately upon completion of the service and must be made using the accepted payment methods specified at the time of booking. We may require a deposit to secure a date, and such deposit may be non-refundable or partially refundable depending on the cancellation terms. Any bank charges, card fees, chargeback fees, or currency conversion costs imposed by your payment method remain your responsibility where permitted by law.
If the service is billed on an hourly basis, the minimum charge, waiting time, travel time, loading time, and any overtime will be calculated in line with the agreed pricing structure. If the service is billed at a fixed rate, the price covers only the agreed scope of work, and any additions, delays, or changes may be charged separately. Invoices must be paid in full without deduction, set-off, or withholding unless required by law. Where payment is not received on time, we may charge statutory interest and reasonable costs of recovery to the extent allowed under applicable UK legislation.
Cancellations must be notified as soon as possible and preferably in writing. If you cancel a booking after confirmation, cancellation charges may apply depending on how much notice is given, whether a deposit has been paid, and whether work preparation has already started. If cancellation occurs close to the scheduled date, after vehicle allocation, or after staff have been dispatched, we may charge a reasonable cancellation fee or retain the deposit to cover administrative and operational losses. If you need to reschedule, we will try to accommodate the request, but the original booking may need to be treated as cancelled and rebooked.
If we have agreed to a specific time slot, we will use reasonable efforts to arrive within that period. However, arrival times are estimates and may be affected by traffic, weather, prior jobs, road restrictions, or circumstances beyond our control. We are not liable for delays caused by events outside our reasonable control. If we must cancel or postpone the service because of adverse conditions, vehicle failure, staffing issues, safety concerns, or other operational reasons, we will use reasonable efforts to offer a new date or refund any deposit paid for the cancelled portion, subject to any non-recoverable costs already incurred.
Liability is limited to the extent permitted by law. We will exercise reasonable care and skill in providing the service, but we are not responsible for loss or damage arising from: pre-existing defects in items; inadequate packaging; overloading by the customer; undisclosed fragile conditions; faulty assembly; hidden defects; or the natural wear and tear of goods. We are also not liable for indirect, special, or consequential loss, including loss of profit, loss of use, or business interruption, except where such exclusion is prohibited by law. Our total liability for any claim arising from a booking will normally be limited to the amount paid for the affected service, unless a different limit is required by statute.
Any claim for loss or damage must be reported promptly and, where possible, before the team leaves the site. You must give us a reasonable opportunity to inspect the item, the packaging, and the circumstances of the alleged damage. Claims raised long after completion may be difficult to investigate and may not be accepted where delay has prejudiced our ability to assess the matter. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited under UK law.
Waste regulations apply whenever we remove unwanted items, packaging, furniture, appliances, or other materials as part of a move or clearance. We will only transport, handle, or dispose of waste where this has been expressly agreed. Waste must be described accurately, and you must tell us whether any items are reusable goods, general refuse, electrical items, mattresses, fridges, confidential materials, or materials requiring special treatment. We reserve the right to refuse any waste that is hazardous, contaminated, illegal, or likely to breach licensing or environmental requirements.
Where waste collection or disposal is part of the service, you confirm that you are the owner of the waste or are authorised to arrange its removal. You must not include prohibited items, including but not limited to chemicals, asbestos, medical waste, pressurised containers, oils, fuel, explosive materials, or other dangerous goods unless we have expressly agreed and are legally permitted to handle them. The customer is responsible for ensuring that waste is separated, declared, and prepared correctly. Any misdescription of waste may lead to additional charges, refusal of collection, or termination of the job.
We operate in accordance with applicable UK waste management and environmental regulations. This may include using licensed carriers, keeping records where required, and disposing of waste at authorised facilities only. If the customer asks us to transport items that later prove to be waste, or if the nature of the goods changes during the job, we may need to amend the service or decline the affected items. You agree not to request any unlawful dumping, fly-tipping, or disposal methods that would breach environmental law. Any unlawful request will be refused and may be reported to the relevant authorities where required by law.
Customer responsibilities include ensuring that the work area is safe and suitable for loading and unloading. Floors, entrances, stairways, lifts, and surrounding areas should be clear of hazards where reasonably possible. You must inform us of any access restrictions, low ceilings, fragile surfaces, narrow routes, or weight limitations before the job begins. If parking is difficult or waiting restrictions apply, it is your duty to arrange lawful access or cover associated costs if we incur them while carrying out the service. You must also make sure that any persons present at the property do not interfere with the safe completion of the work.
We may require you or an authorised representative to be available at collection and delivery to confirm item lists, sign paperwork, provide instructions, or authorise variations. If no one is present to provide access, decisions, or signatures, we may be unable to complete all or part of the job and may charge for wasted time and any return visit. Any keys, codes, or building passes provided to us must be correct and authorised. We are not responsible for delays or losses caused by incorrect access details supplied by you.
Insurance and risk are important parts of any move. We may carry public liability and, where stated, goods-in-transit cover, but the scope and amount of cover depend on the policy in force and the information supplied to us. You should not assume full cover for items of exceptional value, irreplaceable goods, cash, jewellery, watches, antiques, artworks, electronics, documents, or sentimental items unless they have been declared in advance and accepted by us in writing. Where additional insurance is required, you are responsible for arranging it unless we expressly agree otherwise. Risk in the goods may pass at different times depending on the service and the circumstances of the booking.
Data, notices, and general terms apply to all communications about the booking. We may keep records relating to quotes, amendments, invoices, messages, photographs, and service notes for business, legal, and insurance purposes. Any notice required under these terms may be given by email or other written means to the last contact details supplied by you. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any breach will be treated as a waiver of any later breach.
We may subcontract or delegate aspects of the service where necessary, provided that any subcontractor used is instructed to meet a reasonable standard of care. You may not assign your booking or transfer your rights without our prior consent. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will apply unless a later change is required by law. If a conflict arises between a written quotation and these terms, the quotation will take priority only to the extent of that conflict.
Governing law and jurisdiction are governed by the laws of England and Wales unless the service is supplied in Scotland or Northern Ireland, in which case the mandatory laws of that part of the UK may apply. Any dispute arising from or connected with these Terms and Conditions, the booking, or the provision of services will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions in full.