Terms and Conditions

Man and a Van Merton Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Merton provides removal, transport, and related services within its operating service area in the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Client means the individual, business, or organisation that books or receives services from Man and a Van Merton.

Services means any removal, transport, loading, unloading, packing, unpacking, or related services provided by Man and a Van Merton.

Goods means the items, belongings, furniture, and any other property that the Client asks us to handle, transport, or store.

Vehicle means any van or other vehicle used by us in the provision of the Services.

2. Scope of Services

Man and a Van Merton provides man and van services, including household and office removals, collection and delivery of items, and assistance with loading and unloading within its local service area and to destinations within the United Kingdom, subject to availability and agreement at the time of booking.

The exact scope of the Services, including the number of staff, size of vehicle, estimated time required, and any additional services, will be agreed with the Client during the booking process based on the information provided by the Client.

3. Booking Process

All bookings are subject to availability and confirmation by Man and a Van Merton. A booking is only deemed confirmed when we have accepted the request and the Client has agreed to these Terms and Conditions.

The Client must provide accurate and complete information when requesting a quotation or making a booking, including but not limited to:

1. Collection and delivery addresses.

2. Property access details, such as floor levels, lifts, parking restrictions, and narrow access.

3. An accurate description and approximate quantity of Goods.

4. Any particularly heavy, bulky, fragile, or valuable items.

5. Any special timing requirements or constraints.

Quotations are based on the information provided by the Client. If that information is inaccurate or incomplete, we reserve the right to amend the quotation, adjust the price, or refuse to proceed with the job if it is not safe or reasonably practicable.

We may offer quotations either as fixed-price jobs or as hourly-rate bookings. The type of quotation will be confirmed at the time of booking.

4. Access, Parking, and Waiting Time

The Client is responsible for ensuring suitable access and parking for the Vehicle at both collection and delivery addresses. This may include arranging parking permits, suspensions, or authorisations where required by local regulations.

Any parking charges, fines, congestion charges, or similar costs incurred as a direct result of providing the Services will be added to the Client’s final bill. These amounts are payable by the Client.

If our staff are delayed because of inadequate access, waiting for keys, lack of parking, or other circumstances beyond our control, we reserve the right to charge for the additional waiting time at our standard hourly rate.

5. Client Responsibilities

The Client agrees to:

1. Be present or provide an authorised representative at both collection and delivery locations.

2. Ensure that Goods are properly packed and ready to be moved, unless packing services have been specifically agreed.

3. Inform us in advance about any items that require special handling, such as pianos, safes, large appliances, fragile antiques, or high-value items.

4. Disconnect, defrost, and empty any appliances such as fridges, freezers, or washing machines before the move, unless otherwise agreed.

5. Ensure that all walkways, stairs, and access points are clear and safe for our staff to move Goods.

If the Client fails to fulfil these responsibilities, we may refuse to move certain items, adjust the price to account for additional work, or cancel the job entirely where safety is compromised. Any such cancellation may be treated as a Client cancellation under the relevant clause.

6. Payments and Charges

Our charges will be based on the quotation provided and accepted by the Client. Unless otherwise agreed, payment is due upon completion of the Services on the day of the move.

We may, at our discretion, require a deposit or full payment in advance, particularly for larger bookings, long-distance moves, or where specific resources must be allocated. Any such requirement will be communicated during the booking process.

We accept a range of payment methods, which will be communicated to the Client at the time of booking or invoicing. All payments must be made in pounds sterling.

If payment is not made when due, we reserve the right to charge interest on overdue amounts at the statutory rate, and to recover any reasonable costs incurred in pursuing late payment, including debt collection and legal fees.

Where the booking is based on an hourly rate, the chargeable time will start from the agreed arrival time or when our staff arrive on site, whichever is later, and will continue until unloading is completed or our staff are otherwise released by the Client.

7. Cancellations and Amendments

The Client may cancel or amend a booking by giving us notice. The following cancellation terms will apply unless otherwise agreed in writing:

1. Cancellations with more than 72 hours notice before the agreed start time may be made without a cancellation fee, although any non-refundable costs incurred specifically for the booking may still be charged.

2. Cancellations made between 24 and 72 hours before the agreed start time may incur a cancellation fee of up to 50 percent of the quoted price.

3. Cancellations made less than 24 hours before the agreed start time may be charged at up to 100 percent of the quoted price.

If the Client fails to be present at the agreed time and location, or if access is not provided so that we are unable to perform the Services, this may be treated as a late cancellation and charged accordingly.

Requests to change the date, time, or scope of the Services are subject to availability and our agreement. We will try to accommodate reasonable amendments, but we are not obliged to do so. Changes may result in an adjusted quotation or additional charges.

8. Excluded and Prohibited Items

Man and a Van Merton will not knowingly carry, move, or handle the following items:

1. Illegal items, including controlled substances or stolen goods.

2. Explosive, flammable, or hazardous materials, including gas cylinders, fuel, chemicals, or paint, unless specifically agreed and packaged in accordance with safety regulations.

3. Live animals or plants that may be damaged or cause damage during transport.

4. Perishable goods that may deteriorate during the move.

5. Cash, jewellery, important documents, or other high-value items, unless we have expressly agreed in writing to transport them and the Client has provided a full declaration of value.

If such items are transported without our knowledge, our liability for them is excluded to the maximum extent permitted by law, and the Client will be responsible for any resulting loss, damage, or regulatory issues.

9. Waste and Rubbish Removal

Man and a Van Merton is not a general waste disposal company. We will only remove and dispose of items in accordance with applicable waste and environmental regulations.

Where we agree to dispose of unwanted items, the Client confirms that they have the right to authorise disposal. Items will be taken to appropriate facilities in line with local and national waste regulations.

We will not remove or dispose of hazardous, clinical, or regulated waste, including asbestos, chemicals, or sharp objects that pose a risk to health and safety.

Any charges applied by disposal facilities or waste transfer stations will be passed on to the Client in addition to our service charges. The Client is responsible for any penalties or costs arising from the misdescription of items presented for disposal.

10. Liability for Loss or Damage

We will take reasonable care when handling, loading, transporting, and unloading Goods. However, our liability is subject to the terms set out in this section.

We are not liable for loss or damage to Goods where:

1. The damage arises from inherent defects, pre-existing damage, or natural deterioration of the items.

2. The Goods have not been properly packed by the Client, particularly fragile or delicate items.

3. The damage arises from circumstances beyond our reasonable control, such as severe weather, traffic incidents caused by third parties, or acts of vandalism.

4. The Client or a third party has instructed us to carry out actions against our advice, or has packed, loaded, or unloaded Goods themselves.

Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, is limited to a reasonable amount, taking into account the value of the Goods and the price paid for the Services. We may offer different levels of cover or recommend that the Client arranges separate insurance for high-value moves.

We will not be liable for indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, even if such losses were foreseeable.

The Client must inspect the Goods as soon as reasonably possible after delivery. Any apparent loss or damage should be reported to us in writing within a reasonable period, preferably within 48 hours of completion of the Services.

11. Damage to Property

We will take reasonable care to avoid damage to property such as walls, floors, doors, and fixtures during the move. However, the Client must highlight any particularly vulnerable surfaces or areas before work commences.

We are not responsible for cosmetic damage to walls, floors, or other surfaces where Goods are unusually large for the access space, or where the Client insists on moving items through tight access against our advice.

Any claim for damage to property must be notified to us as soon as reasonably practicable and supported by evidence.

12. Delays and Events Beyond Our Control

We will make reasonable efforts to arrive at the agreed time and complete the work within estimated timescales. However, all arrival and completion times are estimates and may be affected by traffic, weather, roadworks, or other events beyond our reasonable control.

We are not liable for any loss, damage, or inconvenience caused by delays outside our reasonable control. In such circumstances, we will keep the Client informed and, where possible, offer alternative arrangements.

13. Insurance

Man and a Van Merton maintains appropriate insurance for its operations in accordance with applicable UK requirements. This may include cover for public liability and Goods in transit, subject to policy terms, conditions, and exclusions.

The Client is strongly advised to arrange their own additional insurance cover for valuable or fragile items, or where they require cover beyond our standard limits. We do not provide insurance advice and cannot guarantee that any particular loss will be covered.

14. Complaints

If the Client has any concerns or complaints about the Services, they should contact us as soon as possible so we can investigate and, where appropriate, seek to resolve the matter.

Complaints about damage, delays, or service standards should be supported with relevant details and evidence. We will review each complaint fairly and respond within a reasonable time.

15. Data Protection and Privacy

We will collect and process personal information from the Client only as necessary to provide quotations, manage bookings, deliver the Services, and comply with legal obligations.

We will handle personal data in accordance with applicable UK data protection laws. Personal information will not be sold to third parties and will only be shared where necessary for service delivery, legal compliance, or with the Client’s consent.

16. Variation of Terms

Man and a Van Merton may update or amend these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that booking, unless changes are required by law or regulatory guidance.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision will be treated as deleted, but the remaining provisions will continue in full force and effect.

18. 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 their subject matter.

By confirming a booking with Man and a Van Merton or using our Services, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.