Terms and Conditions

Man with Van Docklands Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Docklands provides removal, transport, and related services. By booking a service or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Customer refers to the individual or business that requests and pays for the services.

Company refers to Man with Van Docklands providing the services.

Services refers to any removal, collection, delivery, loading, unloading, packing, or related services supplied by the Company.

Goods refers to all items, furniture, boxes, and personal or business property that are the subject of the Services.

Vehicle refers to any vehicle used by the Company to provide the Services.

2. Scope of Services

The Company provides man and van services, including domestic and commercial removals, small office moves, furniture transport, and related loading and unloading within the Company’s operational area. While the Company primarily operates in Docklands and surrounding districts, services may be provided to and from other locations subject to availability and agreement.

The precise nature of the Services to be provided will be confirmed at the time of booking based on the information supplied by the Customer. The Company reserves the right to decline work that falls outside its normal operations or where it is unsafe, unlawful, or not reasonably practicable to complete.

3. Booking Process

Bookings can be made by the Customer through direct contact with the Company using the methods made available by the Company. The Customer must provide accurate and complete information when requesting a quotation and confirming a booking, including:

Full collection and delivery addresses.

Details of property access, such as floor level, lift availability, and parking restrictions.

A clear description and approximate quantity of Goods to be moved.

Any special handling requirements, such as fragile, heavy, or high-value items.

Any time restrictions, building regulations, or booking requirements for loading bays.

All bookings are subject to confirmation by the Company. A booking is only deemed accepted when the Company confirms the date, time, and agreed rate. The Company may require a deposit to secure a booking, particularly for larger moves or peak periods. Where a deposit is required, the booking will not be confirmed until the deposit has been received.

4. Customer Responsibilities

The Customer is responsible for:

Ensuring that adequate and lawful parking is available for the Vehicle at both collection and delivery locations, including any necessary permits or authorisations.

Providing accurate information about access, property layout, and the nature of the Goods.

Ensuring that all Goods are packed safely and suitably for transport, unless packing services are specifically agreed as part of the booking.

Being present, or ensuring an authorised representative is present, at both collection and delivery to direct the Company and sign any necessary documentation.

Securing and removing any personal documents, money, jewellery, and other small high-value items, which should not be included in the Goods unless previously agreed and specially declared.

If the Customer fails to provide truthful, complete, or timely information, the Company may adjust the price, require additional time or personnel, or decline to carry out part or all of the Services where it is unsafe or unreasonable to proceed.

5. Payments and Charges

Charges are calculated based on the agreed rate, which may be hourly, fixed price, or a combination of both, as confirmed at the time of booking. Prices may take into account factors such as distance, volume and weight of Goods, access conditions, parking arrangements, and the number of operatives required.

Payment terms will be specified in the booking confirmation. Unless otherwise agreed in writing, the following will apply:

Hourly rate jobs are charged from the time the Vehicle and team arrive at the first collection address until completion of unloading at the final delivery address, subject to any minimum charge.

Fixed price jobs are based on the information supplied by the Customer. If the job materially differs at the time of service, the Company may revise the price accordingly.

Payments are due on completion of the Services on the same day, unless alternative terms are agreed (for example, for business clients with approved credit arrangements).

The Company accepts payment methods as communicated to the Customer before or at the time of booking. The Company does not accept payment by methods that have not been previously agreed.

If payment is not made when due, the Company reserves the right to charge interest on overdue amounts and may withhold the delivery of Goods until payment in full has been received. Any additional storage or waiting time caused by non-payment will be chargeable.

6. Cancellations and Amendments

The Customer may cancel or amend a booking by giving notice to the Company. The following applies unless otherwise stated in writing:

If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refunded or applied to a future booking at the Company’s discretion.

If the Customer cancels within 24 to 48 hours of the scheduled start time, the Company may retain part or all of the deposit and may charge a reasonable cancellation fee to cover administrative costs and lost booking time.

If the Customer cancels within 24 hours of the scheduled start time or fails to be present at the agreed time and place, the Company reserves the right to charge up to the full quoted price.

Amendments to the booking, such as change of date, time, or addresses, are subject to availability and may result in a revised price. Where the amended booking cannot be accommodated, it will be treated as a cancellation by the Customer.

The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, vehicle breakdown, serious traffic disruption, staff illness, accident, or safety concerns. In such cases, the Company will seek to offer an alternative date or a refund of any deposit paid, but shall not be liable for any indirect or consequential losses suffered by the Customer as a result of the cancellation.

7. Access, Parking, and Waiting Time

The Customer must ensure that adequate access is available at both collection and delivery locations. This includes arranging for necessary keys, codes, passes, lift bookings, and any permissions required from building management.

If the Vehicle is unable to park reasonably close to the property or if there are restrictions such as long carry distances, stairs only access, or waiting for keys, the Company may apply additional charges for extra time and labour.

Waiting time arising from delays caused by the Customer, building management, or third parties may be charged at the hourly rate or another agreed rate. Where parking tickets, penalties, or similar charges are incurred due to lack of proper parking arrangements or incorrect information provided by the Customer, the Customer will be responsible for reimbursing those costs.

8. Excluded and Restricted Items

Unless explicitly agreed in writing beforehand, the Company will not carry or accept liability for the following types of items:

Money, securities, financial documents, jewellery, watches, precious metals, or stones.

Hazardous materials, including explosives, flammable substances, gas bottles, fuel, solvents, paints, chemicals, or any item that is dangerous or illegal to transport.

Perishable or temperature-sensitive goods, plants requiring climate control, or live animals.

Items of exceptional value or rarity, such as fine art, antiques, collections, or bespoke pieces, unless they have been declared and specifically agreed for transport.

If such items are included in the Goods without the Company’s knowledge or consent, they are carried entirely at the Customer’s risk, and the Company accepts no liability for loss or damage.

9. Liability for Loss or Damage

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage is subject to the following terms.

The Company will not be liable for any loss or damage to Goods arising from:

Poor or inadequate packing by the Customer or others, where the Company has not been contracted to pack.

Normal wear and tear, or pre-existing defects in the Goods.

Handling of items where the Customer has chosen not to disassemble or protect them adequately despite advice.

Acts or omissions of the Customer or any person acting on the Customer’s instructions.

Circumstances beyond the Company’s reasonable control, including accidents, severe weather, traffic incidents, and other events that could not reasonably be prevented.

The Company’s liability for loss or damage to Goods, where it is found to be at fault, will be limited to the reasonable cost of repair or the current market value of the item, whichever is lower, subject to an overall cap per job as communicated by the Company. The Company does not accept liability for purely economic, indirect, or consequential loss, including loss of profit, loss of use, or loss of enjoyment.

The Customer must inspect Goods upon delivery and notify the Company of any visible loss or damage as soon as reasonably practicable, and in any event no later than 48 hours after completion of the Services. Claims notified outside this period may be more difficult to assess and may not be accepted by the Company.

10. Waste and Environmental Regulations

The Company is not a general waste disposal carrier and will only remove items as part of agreed removal or clearance work. Any disposal of unwanted items will be carried out in accordance with applicable waste and environmental regulations.

The Customer must inform the Company in advance if any items are to be disposed of rather than moved to a new address. Additional charges may apply for disposal, depending on the nature, quantity, and weight of the items.

The Company will not collect or transport prohibited waste, hazardous materials, or items that may breach environmental or safety legislation. If such items are discovered, the Company may refuse to carry them and may charge the Customer for any costs incurred in safely dealing with the situation.

The Customer is responsible for ensuring that any items presented for removal or disposal are lawful and that the Customer has the right to dispose of them. The Company accepts no liability for any fines, penalties, or claims arising from unlawful disposal or misrepresentation by the Customer.

11. Delays and Force Majeure

While the Company aims to complete all Services in a timely manner, arrival and completion times are estimates and not guaranteed. The Company is not liable for delays caused by factors beyond its reasonable control, including but not limited to traffic congestion, road closures, accidents, weather conditions, breakdowns, or delays caused by third parties.

Where a delay occurs, the Company will make reasonable efforts to inform the Customer and minimise disruption. However, the Customer remains responsible for any additional charges arising from extended time on site or waiting, where such delays are not attributable to the Company’s negligence.

12. Insurance

The Company maintains appropriate insurance cover in respect of its operations as required by law. This may include motor insurance, public liability insurance, and where applicable, cover for Goods in transit.

The Customer is encouraged to check whether their own home, contents, or business insurance provides cover during removals. If the Customer requires additional or specific insurance for high-value items or for an increased level of cover, this should be arranged by the Customer unless otherwise agreed in writing.

13. Complaints and Disputes

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 addressed promptly. The Customer should provide a clear description of the issue, supporting information, and any photographs where relevant.

The Company will review the complaint, investigate where necessary, and respond to the Customer within a reasonable time. The Company may request additional information or access to inspect any alleged damage.

Both parties agree to make reasonable efforts to resolve any dispute amicably. If a dispute cannot be resolved informally, it may be referred to mediation or another form of alternative dispute resolution if both parties agree, or otherwise dealt with through the courts in accordance with the governing law clause below.

14. Data Protection and Privacy

The Company will collect and process personal data about the Customer only as necessary to provide the Services, handle bookings, manage payments, and comply with legal obligations. Such data may include names, addresses, contact details, and relevant job information.

The Company will take reasonable steps to keep personal data secure and will not sell or share it with third parties for marketing purposes without the Customer’s consent. Personal data may be shared with trusted third parties solely for the purposes of delivering the Services, processing payments, or complying with legal requirements.

15. Variation of Terms

The Company reserves the right to update or amend 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 change is required by law or regulation.

Any variation to these Terms and Conditions requested by the Customer will only be valid if agreed in writing by the Company.

16. Governing Law and Jurisdiction

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

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 Services provided by the Company.

17. Severability

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

18. Entire Agreement

These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. They supersede any prior discussions, correspondence, or understandings between the parties relating to the subject matter.

By proceeding with a booking or allowing the Services to commence, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.