Man with Van Selhurst Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Selhurst provides removal and related services to private and business customers. By making a booking, using our services, or allowing our team to commence work at your property, you confirm that you have read, understood and agreed to these Terms and Conditions. If you do not agree to any part of these terms, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
1.1 "Company" means Man with Van Selhurst, the provider of removal and related services.
1.2 "Customer" means the person, firm or organisation requesting and paying for the services, including anyone acting on their behalf.
1.3 "Services" means any removal, transport, delivery, loading, unloading, packing, storage, or related work carried out by the Company.
1.4 "Goods" means any items, belongings, furniture, equipment or materials handled, transported or stored by the Company in the course of providing the services.
1.5 "Premises" means any property, building, site or location where the services are provided or to which the goods are delivered or collected.
1.6 "Contract" means the agreement between the Company and the Customer comprising these Terms and Conditions, together with any written or verbal confirmation of booking.
2. Booking Process
2.1 Bookings may be made by the Customer via our website contact form or through other authorised communication channels notified by the Company. By making a booking request, the Customer warrants that the information supplied is accurate and complete.
2.2 The Company may provide an estimate or quotation based on the information supplied by the Customer. This may include details such as the collection and delivery addresses, property access, number and type of items, floors, parking arrangements and any special requirements.
2.3 Any verbal or written estimate is given in good faith but does not constitute a fixed price unless expressly confirmed in writing as a fixed quotation. The Company reserves the right to amend the price if information provided by the Customer is incomplete, inaccurate or changes before or during the service.
2.4 A booking is only confirmed once the Company has accepted the request and, where applicable, received a deposit or prepayment. The Company may refuse any booking at its discretion without the need to give a reason.
2.5 The Customer is responsible for ensuring that all details of the booking, including dates, times, addresses, access information and service requirements, are correct. Any changes must be communicated to the Company as soon as possible and may result in revised charges or availability limitations.
2.6 The Company cannot guarantee availability for specific dates or times until the booking has been confirmed. Time slots are provided as estimates and may be subject to traffic, weather, operational factors or unforeseen delays.
3. Services Provided
3.1 The Company offers man and van removal services, including the loading, transport and unloading of goods within its service area and to other locations as agreed at the time of booking.
3.2 Additional services such as packing, furniture dismantling and reassembly, and carrying items up or down stairs may be offered by prior agreement and may incur additional charges.
3.3 Unless otherwise agreed in writing, the services do not include disconnection or reconnection of appliances, removal of doors, windows or fixtures, or specialist handling of high-value, fragile or unusual items requiring specific equipment or expertise.
3.4 The Company will carry out the services with reasonable skill and care and will aim to complete the work in a timely manner. However, the Company does not guarantee the completion of the service by a specific time where this is outside its reasonable control.
4. Customer Responsibilities
4.1 The Customer must ensure that the premises are safe, accessible and suitable for the Company to carry out the services. This includes providing clear access for the vehicle and safe routes for carrying goods.
4.2 The Customer is responsible for obtaining and paying for any parking permits, suspensions, or permissions necessary for the Company’s vehicles. Any fines or penalties arising from a lack of suitable parking arrangements may be charged to the Customer.
4.3 The Customer must ensure that all goods are properly packed and secured, unless the Company has agreed to undertake packing as part of the services. The Company is not liable for damage caused by inadequate packing carried out by the Customer.
4.4 The Customer must clearly label any fragile, high-value or special care items and provide instructions for handling such items.
4.5 The Customer must not request the transport of prohibited, dangerous or illegal items, including but not limited to flammable liquids, explosives, firearms, drugs, or items that may cause harm or contamination.
4.6 The Customer or an authorised representative must be present at the collection and delivery locations to direct the Company and confirm that the work has been completed. If no one is present, the Company may unload goods at a reasonable location at the delivery address or return them to a storage facility, and additional charges may apply.
5. Payments and Charges
5.1 The Company will inform the Customer of the applicable charges before confirming the booking. Charges may be based on hourly rates, set prices, distance, size of vehicle, number of staff, or a combination of these factors.
5.2 The Company may require a deposit or full prepayment to secure the booking. Any required deposit is non-refundable unless otherwise stated in these Terms.
5.3 Unless otherwise agreed in writing, all remaining balances are due immediately on completion of the services. The Company reserves the right to withhold delivery of goods until payment has been received in full.
5.4 Payment methods accepted will be communicated by the Company and may include cash, card or bank transfer. The Customer is responsible for ensuring cleared funds are available.
5.5 If payment is not made when due, the Company may charge interest on overdue amounts and recover any reasonable costs of debt collection. The Company may also suspend further services until payment is received.
5.6 Any additional work requested by the Customer on the day of the move, including extra stops, further loading or unloading, or delays caused by lack of access or Customer actions, may be charged at the prevailing hourly or fixed rates.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a booking, they must notify the Company as soon as possible.
6.2 Cancellations made more than 72 hours before the scheduled start time may be subject to a reduced cancellation fee or full refund of any deposit at the Company’s discretion.
6.3 Cancellations made within 72 hours of the scheduled start time may result in the forfeiture of any deposit and may incur a cancellation fee up to a reasonable proportion of the quoted price to cover the Company’s costs and loss of business.
6.4 If the Customer is not present at the agreed time or fails to provide access to the premises, this may be treated as a late cancellation and charges may apply as above.
6.5 The Company reserves the right to cancel or postpone a booking due to circumstances beyond its control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, or unsafe conditions at the premises. In such cases, the Company will seek to reschedule the service or refund any prepayments where appropriate, but will not be liable for any consequential losses.
7. Liability and Limitations
7.1 The Company will take reasonable care of the Customer’s goods while they are in its custody and control. However, the Company’s liability for loss or damage is subject to the limitations set out in this section.
7.2 The Company is not liable for loss or damage arising from:
a) Inadequate or improper packing carried out by the Customer.
b) Normal wear and tear, scratching, scuffing or minor cosmetic damage.
d) Dismantling or reassembly of furniture or equipment, unless caused by negligence.
e) Circumstances beyond the Company’s reasonable control, including accidents caused by third parties, road conditions, or adverse weather.
f) Loss of cash, jewellery, confidential documents or other valuables, unless specifically declared and accepted by the Company in writing.
7.3 The Customer is responsible for checking goods at delivery and reporting any visible loss or damage to the Company as soon as reasonably possible. Any claims must be submitted in writing within a reasonable period after completion of the services.
7.4 Except in cases of death or personal injury caused by the Company’s negligence, or any other liability that cannot be excluded by law, the Company’s total liability for loss or damage to goods or property arising out of the services, whether in contract, tort or otherwise, shall not exceed a fair and reasonable amount proportionate to the fee paid for the specific service in question.
7.5 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment, arising out of or in connection with the services.
8. Access, Parking and Delays
8.1 The Customer must ensure that suitable parking is available for the Company’s vehicles at both the collection and delivery locations. This includes securing any necessary permits or authorisations.
8.2 Additional charges may apply where the Company’s staff are required to carry goods over unusually long distances from the vehicle, or where lifts are unavailable and items must be carried up or down multiple flights of stairs.
8.3 The Company is not responsible for delays caused by inadequate access, incorrect addresses, waiting for keys, or other Customer-related issues. Such delays may be charged at the applicable hourly rate.
9. Waste, Rubbish and Environmental Regulations
9.1 The Company is a removal service and does not operate as a general waste disposal contractor. The Company will not collect or dispose of household waste, builders waste, hazardous materials or items that must be handled under specific waste regulations, unless expressly agreed in advance.
9.2 Where the Company agrees to remove unwanted items, the Customer confirms that they are entitled to dispose of such items and that they do not include hazardous or prohibited materials.
9.3 The Company will comply with applicable waste and environmental regulations and will only dispose of items at authorised facilities or through lawful methods. Any additional charges or fees incurred for lawful disposal may be passed on to the Customer.
9.4 The Customer must not request the Company to dispose of items illegally or in breach of environmental regulations. The Company reserves the right to refuse such requests and may terminate the services immediately if asked to act unlawfully.
10. Insurance
10.1 The Company maintains insurance appropriate for its operations, in accordance with applicable legal requirements.
10.2 The Customer is strongly advised to maintain their own home, contents or business insurance to cover goods during removal and transit, particularly for high-value or fragile items.
10.3 The existence of insurance does not extend or increase the Company’s liability beyond the limits set out in these Terms and Conditions.
11. Complaints and Dispute Resolution
11.1 If the Customer is dissatisfied with any aspect of the services, they should raise the matter with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.
11.2 The Customer should provide full details of the issue, including dates, locations, descriptions of any damage or loss, and any supporting evidence.
11.3 The Company will review complaints in good faith and seek to resolve them promptly. This may include offering an explanation, remedial work or a goodwill gesture where appropriate and proportionate.
12. Data Protection and Privacy
12.1 The Company will collect and use personal information from the Customer for the purpose of managing bookings, providing services, taking payments and handling enquiries.
12.2 The Company will take reasonable steps to keep personal data secure and will not sell or share it with third parties except where necessary to provide the services, comply with legal obligations, or with the Customer’s consent.
13. Changes to These Terms
13.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular contract.
13.2 Any changes will be made available on the Company’s website or on request. Continued use of the services after changes take effect will be treated as acceptance of the revised terms.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 their subject matter.
15. Severability
15.1 If any provision or part-provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that part shall, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.
16. Entire Agreement
16.1 These Terms and Conditions, together with any written confirmation of booking, constitute the entire agreement between the Company and the Customer and supersede any previous understandings, representations or agreements, whether written or oral, relating to the subject matter.
16.2 No change to these Terms and Conditions shall be effective unless agreed in writing by the Company.
