These Terms and Conditions set out the basis on which Man And A Van Merton provides moving, collection, delivery and associated transport services to customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to be clear, fair and consistent with applicable consumer and transport law. For the purposes of this document, references to “we”, “us” and “our” mean the service provider, while “you” and “your” mean the customer or any person acting on the customer’s behalf.

Scope of service includes domestic removals, item transport, light clearances, furniture moves, delivery support and similar tasks agreed at the time of booking. The exact nature of the service will depend on the information you provide before the job starts. Any quotation, estimate or agreed price is based on the details supplied by you, including access conditions, volume, weight, loading requirements and any special handling needs. If the actual work differs materially from the description provided, additional charges may apply or the service may be refused where it cannot reasonably be completed safely.

Accuracy of information is essential. You must ensure that all booking details are complete and correct, including collection and delivery addresses, access restrictions, parking arrangements, item descriptions and any relevant hazards. If you fail to disclose important information, such as unusually heavy items, fragile goods, restricted entry, dismantling requirements or waste that may need separate handling, we may amend the price, alter the service, delay arrival or terminate the job where necessary. These terms are designed to protect both parties and to support efficient, lawful service delivery.

Booking process begins when you request a quotation or confirm an order through the agreed booking method. A booking is only accepted once we have confirmed availability and provided written or verbal acceptance, depending on the communication channel used. Any estimate is not a fixed offer unless expressly stated. We may ask for photographs, item lists or other supporting information to produce a more accurate quote. You are responsible for checking that the agreed date, time, service type and address details are correct before the job begins.

Where a booking requires a deposit or pre-authorisation, your place is not secured until the requested amount has been received or the payment instruction has been completed. We reserve the right to decline bookings where the information provided is incomplete, where the requested work falls outside our capabilities, or where safe execution cannot be guaranteed. If circumstances change after confirmation, you must notify us as soon as possible so we can assess whether the booking can be adjusted without additional cost or operational disruption.

Access and readiness are your responsibility. You must ensure that the items to be moved are ready at the agreed time and that access routes, parking, lifts, stairwells and loading points are suitable for the service. You should also ensure that any third-party permissions required for entry or parking have been obtained in advance. Delays caused by locked premises, missing keys, congestion, incorrect address information or unavailable recipients may result in waiting charges, rescheduling or cancellation charges as set out below.

Payments must be made in accordance with the payment terms stated at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the job, before unloading is finished, or in advance where the service requires it. We may accept card payments, bank transfer or other approved methods. Cash payments, where permitted, must be made in full and in cleared funds. Any bank charges, transfer fees or card processing costs imposed by your provider remain your responsibility.

If an estimate is supplied, it is based on the information available at the time and may change if the actual service differs in size, time, distance, waiting time, number of staff required or level of difficulty. Additional charges may be applied for stairs, long carries, congestion, parking costs, tolls, congestion fees, disposal fees, specialist handling or out-of-hours work where these were not included in the original price. We will seek to explain any material adjustment where practical before continuing the work. Non-payment, late payment or disputed payment after services have been provided may result in recovery action and any lawful costs associated with collection.

Cancellation requests should be made as soon as possible. If you cancel after booking confirmation, cancellation charges may apply depending on how much notice is given and whether we have already incurred costs, reserved staff time or travelled to the site. Cancellations made with sufficient notice may be eligible for a partial or full refund of any deposit, subject to administrative costs where applicable. If you are not present at the collection point, fail to provide access, or are unable to proceed with the job for reasons within your control, this may be treated as a late cancellation or aborted attendance.

Service standards and obligations require reasonable care and skill in carrying out the agreed work. We will take appropriate precautions when loading, transporting and unloading your items, but we are entitled to rely on the information you provide about the condition, fragility and value of goods. You should inform us in advance of any particularly delicate, valuable, antique, irreplaceable or high-risk items so that we can decide whether specialist packing, handling or insurance arrangements are appropriate. We are not obliged to move items that pose an unreasonable risk to people, property or vehicles.

Where we assist with dismantling, reassembly or placement of items, this is performed on a reasonable-efforts basis unless otherwise agreed. We are not responsible for pre-existing defects, hidden damage, unstable furniture, poor workmanship, or manufacturer faults that become apparent during handling. Any packaging supplied by you must be suitable for transport. Items that are loosely packed, inadequately protected or incorrectly labelled may be refused or transported only at your risk, to the extent permitted by law.

Loss and damage liability is limited by law and by the nature of the service provided. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Subject to that, we are not responsible for losses arising from events beyond our reasonable control, including traffic disruption, severe weather, road closures, strikes, third-party actions or delays caused by inaccurate information supplied by you. Where damage occurs and we are found legally responsible, our liability will generally be limited to the reasonable repair or replacement cost of the affected item, taking account of age, condition and depreciation, and any contractual caps notified at booking.

Claims procedure requires that any complaint about loss, damage or short delivery is reported promptly and, where possible, before the end of the job or within a reasonable time after completion. You must provide supporting evidence, including photographs, item descriptions, proof of value and any relevant documents. We may inspect the item or request that it be retained for assessment. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK law.

Insurance may be held by us for activities normally associated with moving and transport services. However, insurance cover is not a substitute for proper packing, declaration of value or compliance with these terms. Certain items may be excluded from cover, including prohibited goods, cash, precious metals, jewellery, works of art, live animals, perishable goods, illegal items and any items transported contrary to our instructions or the law. If you wish to insure high-value goods beyond standard cover, you should arrange appropriate additional protection before the service begins.

Waste handling and regulations apply where the service involves removal, clearance or disposal of unwanted items. You must tell us in advance whether any items are to be disposed of as waste. We will only transport, store, handle or dispose of waste in accordance with applicable environmental and waste management laws, including duty of care requirements. You must not ask us to move controlled waste, hazardous waste, asbestos, chemicals, clinical waste, gas bottles, oily materials, electrical items requiring special treatment or any other material that cannot lawfully be collected or discarded under the agreed service. We reserve the right to refuse, isolate or report any prohibited waste.

When waste is accepted, you remain responsible for the accuracy of the description provided and for any permissions or declarations needed for lawful transfer. We may require you to separate recyclable items, provide written confirmation that ownership has been relinquished, or sign documentation relating to transfer or disposal. Any charges for legal disposal, recycling, landfill, treatment, permits or specialist handling will be added to the agreed price if they were not included originally. If we suspect waste has been misdeclared, we may halt the job, notify the relevant authorities or charge for the additional time and compliance work required.

Customer responsibilities include ensuring that all goods are yours to move or that you have authority to arrange the service on behalf of the owner. You must remove personal data, secure fragile parts, empty contents where required and warn us about any hidden risks. You must also ensure that children, pets and bystanders are kept clear of loading and unloading areas so the work can proceed safely. If you ask us to move items that are too large for access, too heavy for safe manual handling or unsuitable for the vehicle used, we may refuse without liability for any inconvenience caused.

Termination and refusal of service may occur where the job becomes unsafe, unlawful, materially different from the booking details or impossible to complete within the agreed resources. We may suspend or stop work if there is violence, abuse, threatening behaviour, intoxication, criminal activity, repeated non-payment or any attempt to pressure us into breaching the law. In such cases, you may remain liable for time spent, fuel used, staff attendance and any other reasonable losses incurred up to the point of termination.

Delays, force majeure and scheduling acknowledge that transport work is affected by factors outside our control. We will use reasonable efforts to attend at the agreed time, but arrival times are estimates unless expressly guaranteed in writing. We are not liable for delay caused by road incidents, weather, extreme congestion, police directions, vehicle breakdown, labour shortages, supply chain issues, acts of terrorism, civil unrest or other events beyond our reasonable control. If such events materially affect performance, we may rearrange the booking or cancel it without liability for consequential loss.

Complaints and dispute handling should be raised promptly and in good faith. We aim to resolve issues fairly by reviewing the booking details, operational records and any evidence provided. If a dispute cannot be resolved informally, either party may seek alternative dispute resolution where appropriate, without prejudice to the right to bring a claim in court. You agree to cooperate with any reasonable request for information needed to investigate the matter. This process does not remove or reduce your statutory rights.

Data and privacy are handled in line with applicable data protection law. We use personal information only for booking administration, service delivery, invoicing, safety, legal compliance and legitimate business purposes connected with the order. We do not use customer information for unrelated purposes without a lawful basis. Where records must be retained for accounting, tax, insurance or legal reasons, they may be stored for the required period and then securely deleted or destroyed in accordance with our retention practices.

Variation of terms may be necessary from time to time to reflect changes in law, operational requirements or service structure. The version of the terms in force at the time of booking will apply unless a later change is required by law or agreed in writing. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or provision does not waive that right or provision.

Nothing in these terms is intended to create any partnership, agency, employment or joint venture relationship between the parties. You may not assign your rights under the booking without our consent, but we may assign or subcontract any part of the service where this does not materially reduce the quality or legality of performance. Any headings are included for convenience only and do not affect interpretation.

These terms reflect a standard service agreement for a Man And A Van Merton style operation and are intended to support lawful, efficient and transparent trading in the UK. By proceeding with a booking, you confirm that you have read, understood and accepted the terms set out above, including the provisions on payment, cancellation, liability, waste regulations and governing law.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, including non-contractual disputes or claims, shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are entering into the booking as a consumer, you retain all rights given to you by mandatory consumer protection legislation.

In entering this agreement, you confirm that you are legally capable of entering into a binding contract and that, where you are booking on behalf of another person or business, you have authority to do so. You also confirm that you will not use the service for unlawful purposes or to transport goods that are prohibited, unsafe or misdeclared. We recommend that you keep a copy of your booking confirmation and these terms for your records.

Final acceptance is indicated by your instruction to proceed with the booking, your payment of any deposit or invoice, or your presentation of goods for transport where a quote has already been agreed. These terms apply to the fullest extent permitted by law and are intended to create a fair balance between customer protection and the practical realities of moving and transport work. If you do not agree to these Terms and Conditions, you should not proceed with the booking.