Terms and Conditions for Man And Van Twickenham

These Terms and Conditions set out the basis on which Man and Van Twickenham provides domestic and commercial transport, loading, unloading, and related moving services across the UK. By placing a booking, the customer agrees to be bound by these terms. If any part of these terms is unclear, the customer should read the relevant section carefully before confirming a service. These terms apply to standard removals, single-item collections, part-load transport, and similar van-based services.

For the purpose of these terms, “we”, “us”, and “our” refer to the service provider operating under the Man and Van Twickenham name, and “you” or “the customer” refers to the person or business making the booking, or any person acting with authority on their behalf. The service is designed to be flexible, but it is still governed by these contractual conditions, legal duties, and reasonable operational limits.

These terms should be read together with any quotation, booking confirmation, written instruction, or agreed variation relating to the job. If there is any conflict, the order of priority will normally be: the written booking confirmation, then any agreed special conditions, and then these standard terms. Nothing in these terms affects your statutory rights as a consumer where such rights cannot lawfully be excluded.

1. Booking Process

A booking is usually made by providing details of the collection and delivery addresses, the items to be moved, preferred date and time, access conditions, and any special handling requirements. The booking is not fully accepted until it has been confirmed by us in writing, by message, email, or other recorded method. A quotation may be based on the information provided at the time of enquiry, and may change if those details are inaccurate or incomplete.

It is your responsibility to ensure that all information supplied is correct. This includes, without limitation, the size and quantity of items, parking arrangements, floor levels, stair access, lift availability, loading restrictions, and whether any item requires dismantling, reassembly, or specialist handling. If the actual job differs materially from the description provided, we may revise the price, alter the service, decline to carry certain items, or cancel the booking if it is not safe or feasible to proceed.

We reserve the right to refuse any booking that we reasonably believe cannot be carried out safely, lawfully, or within the agreed timeframe. The customer must ensure that the premises are ready at the agreed time and that we have suitable access to carry out the work. Delays caused by the customer, building management, traffic restrictions, poor access, or incomplete instructions may result in additional charges.

2. Pricing and Payments

Prices may be quoted as a fixed fee, hourly rate, minimum charge, or a combination of these, depending on the service requested. Unless otherwise stated in writing, any quotation is based on the details available at the time it is given and may be adjusted if the scope of work changes. Additional labour, waiting time, fuel, congestion-related costs, parking charges, tolls, packing materials, or out-of-hours work may be charged where applicable and reasonably incurred.

Payment terms will be confirmed at the time of booking. In most cases, payment must be made on completion of the job, unless a deposit or advance payment has been requested. We may accept payment by bank transfer, debit card, credit card, or another agreed method. Where payment is due in advance or partially in advance, the booking may be suspended or released if payment is not received by the agreed deadline.

If the customer is a business client, the agreed payment term will be stated on the invoice or booking confirmation. Late payments may incur interest and recovery costs to the extent permitted by law. We reserve the right to retain goods only where permitted by law and only to the extent necessary to protect our legitimate commercial interests. Any invoice dispute must be raised promptly and in good faith, with enough detail to allow us to review the matter.

The customer is responsible for ensuring sufficient funds are available for the selected payment method. If a card payment is declined, a bank transfer is delayed, or a payment instruction fails for any reason, the debt remains outstanding. We may charge reasonable administration costs for failed payments, re-presented transactions, or additional collection efforts, where lawful and proportionate.

3. Cancellations and Amendments

Cancellations or changes must be requested as soon as possible and will only be effective once acknowledged by us. If the customer cancels with reasonable notice, a full or partial refund of any deposit may be offered at our discretion, subject to any non-recoverable costs already incurred. If the cancellation is made after work has started, or if our team has already attended the site, the customer may be charged for time, travel, and any work completed up to that point.

If the customer is not available, fails to provide access, provides an incorrect address, or cannot proceed with the booked service, this may be treated as a late cancellation or failed attendance. In such cases, we may charge a call-out fee, waiting time, or the full booking amount depending on the circumstances and any prior agreement. We will always act reasonably and in accordance with applicable consumer law when deciding any charge or refund.

We may need to amend or reschedule a booking due to operational reasons, vehicle issues, staff availability, extreme weather, traffic disruption, or events outside our control. Where this occurs, we will use reasonable efforts to notify the customer and offer a suitable alternative. We are not responsible for indirect losses caused by such changes, except where liability cannot be excluded by law.

4. Customer Responsibilities

The customer must ensure that all items are properly packed, labelled, and ready for transport unless packing has been included in the agreed service. Fragile items should be packed to an appropriate standard. The customer should remove any loose parts, secure drawers and doors, and clearly identify any item that is valuable, delicate, hazardous, or requires special handling. We are entitled to refuse items that are unsafe to move in the condition presented.

The customer must also ensure that items to be transported are legally owned by them or that they have permission to arrange the move. You must not include prohibited, illegal, dangerous, corrosive, explosive, flammable, or contaminated materials unless we have expressly agreed in writing and all legal requirements have been satisfied. We may inspect items where necessary to assess safety and legality.

If children, pets, or vulnerable persons are present at the premises, the customer must take appropriate steps to keep them safe and out of the work area. The customer should also arrange parking permissions, access codes, lift reservations, or any building notices required for the move. Delays or additional charges resulting from missing access arrangements will be charged reasonably.

5. Liability and Damage

We will take reasonable care when handling your belongings, but our liability is limited to loss or damage caused by our negligence, breach of contract, or legal duty. We are not responsible for pre-existing defects, poor packaging, hidden weaknesses in furniture, items assembled with worn fittings, or damage that occurs because the customer has asked us to move an item that is already unstable or inadequately prepared.

Where we assemble, dismantle, load, unload, or reposition items, the customer accepts that some wear and tear may occur. We are not liable for minor cosmetic marks, scratches, or scuffs that are consistent with reasonable handling, unless caused by our failure to exercise reasonable care. We are not responsible for loss of earnings, missed appointments, business interruption, or other indirect or consequential losses, except where the law requires otherwise.

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. If a claim arises, the customer must notify us within a reasonable time and provide sufficient evidence, including photographs, a description of the issue, and any relevant documents. We may inspect the damage, arrange repair, offer compensation, or take other reasonable steps to resolve the matter.

6. Waste Regulations and Disposal

If the service includes removal, transport, or disposal of waste, the customer must describe the waste accurately and honestly. We only handle waste in accordance with applicable UK waste management laws, environmental obligations, and carrier requirements. We will not unlawfully dispose of controlled waste, hazardous waste, clinical waste, asbestos, chemicals, oils, gas cylinders, or other restricted materials unless expressly agreed in advance and handled by lawful means.

The customer confirms that any waste presented for collection is lawful to remove and does not contain prohibited items hidden among general rubbish. If mixed loads are found to include restricted materials, we may reject the load, separate the items where safe, or charge additional costs for compliance, handling, or disposal. Any waste transfer, where required, may be recorded with appropriate documentation, and the customer agrees to cooperate with lawful record-keeping requirements.

7. Service Standards and Operational Limits

We will provide the service with reasonable skill and care, using suitable vehicles and equipment for the agreed job. However, we do not guarantee access to all locations if road conditions, parking restrictions, building rules, or safety concerns make entry impractical. We may refuse to carry items up or down stairs, through narrow passages, or into areas that present a risk to staff, property, or the item itself, unless we have agreed to do so and it remains safe.

Where a booking involves time-based charging, the clock may start when our team arrives at the collection point or at another agreed time. Waiting time, repeated loading attempts, or work beyond the agreed scope may be charged at the stated rate. If the customer requests extra stops, additional items, or changes to the original route, we may revise the charge to reflect the actual service delivered.

The customer must make sure that any item requiring special care is identified before the job begins. This includes antiques, pianos, artwork, IT equipment, high-value items, and items requiring disassembly. Unless separately agreed, we do not provide specialist insurance for exceptionally high-value goods and may request that such items are insured by the customer before transport.

8. Delays, Force Majeure, and Unavoidable Events

We will make reasonable efforts to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, accidents, road closures, vehicle breakdowns, or other operational issues. We are not liable for delays or failure to perform caused by events beyond our reasonable control, including fire, flood, strike action, public authority action, or supply disruption.

If such an event occurs, we may suspend performance, alter the service, or reschedule the booking. Where possible, we will communicate a revised plan. We will not be responsible for losses caused by the delay itself unless the law says otherwise. The customer remains responsible for any necessary arrangements at the collection or delivery address that depend on timing, such as key handovers, building access, or parking permissions.

9. Complaints and Dispute Resolution

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, take remedial action. Clear and timely communication helps us resolve issues efficiently. Any complaint should include the booking reference, the date of service, and enough detail to identify the matter complained of.

We will review complaints fairly and in good faith. We may ask for supporting evidence or offer an inspection, correction, partial refund, or another practical remedy depending on the circumstances. Nothing in this section limits any legal remedy that may be available to you under applicable consumer law. However, you agree to give us a reasonable opportunity to resolve the issue before starting formal proceedings, where such a step is appropriate and lawful.

If a dispute cannot be resolved informally, either party may seek resolution through the courts having jurisdiction under these terms. Any attempt to resolve matters amicably does not waive either party’s legal rights or obligations.

10. Governing Law

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer protections provide otherwise. If any provision is found unlawful, unenforceable, or invalid, that provision will be treated as severed to the extent necessary, and the remaining provisions will continue in full force.

11. General Provisions

We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will generally apply to that booking unless a later change is expressly agreed in writing. No waiver of any term shall be effective unless made in writing. If we do not enforce a right immediately, that does not mean we have waived it.

The customer may not assign or transfer their rights or obligations under these terms without our prior consent, except where such transfer is required by law. These terms are intended to create a fair and practical framework for a reliable man and van service, balancing flexibility with clear responsibilities. By proceeding with a booking, you confirm that you have read, understood, and accepted the terms set out above.