Man and Van Removal Services Terms and Conditions
These Terms and Conditions set out the basis on which our man and van removal services are provided in the UK. By making a booking, the customer agrees to read, understand, and accept these terms before the service begins. They are designed to create clarity around the moving process, pricing, responsibilities, cancellation rules, and legal compliance. For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean the service provider, while ???you??� and ???your??� mean the customer who books or receives the service.
These terms apply to domestic and commercial man and van removals, item collection, furniture transport, and similar moving services unless otherwise agreed in writing. Where a separate written agreement, quotation, or contract exists, that document may supplement these terms, but it will not override any mandatory legal rights that cannot be excluded under UK law. The customer should ensure that all information provided at booking is accurate and complete, as this will help us plan the service properly.
By using our man and van removal service, you confirm that you are legally able to enter into a binding contract and that you have authority to arrange the collection, transport, or delivery of the items involved. If the booking is made on behalf of another person, business, landlord, tenant, or organisation, the person placing the booking will remain responsible for ensuring that all information, access arrangements, and payment obligations are correct.
1. Booking Process
All bookings are subject to availability and may only be confirmed once the relevant details have been reviewed. During the booking process, you must provide accurate information about the items to be moved, the collection and delivery addresses, the preferred date and time, access conditions, any parking restrictions, and any items requiring special handling. If the information changes after confirmation, you must notify us as soon as possible, as changes may affect scheduling, cost, or the suitability of the vehicle and crew assigned.
We may provide an estimate, quotation, or fixed price depending on the type of removal service requested. Any estimate is based on the information supplied at the time of booking and may be adjusted if the actual job differs materially from the details provided. If the customer underestimates the size, weight, volume, or difficulty of the job, additional time, labour, vehicle capacity, or specialist equipment may be required and charged accordingly. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or advance payment.
We reserve the right to refuse or cancel a booking where the service requested is unsafe, unlawful, impractical, or beyond the scope of our standard van removal services. This includes situations involving prohibited goods, access problems, insufficient parking, incomplete information, or a request to move items that require specialist lifting, dismantling, or certification beyond what was disclosed. If we need to reschedule due to operational reasons, we will make reasonable efforts to agree a new date and time with the customer.
The customer must ensure that someone authorised to release and receive the items is present at the collection and delivery points unless we have agreed otherwise. Delays caused by absent parties, inaccurate directions, restricted access, or inability to complete the move may result in waiting charges, abortive visit fees, or a need to rearrange the service. We may also take photographs or notes before, during, or after the job for operational, proof-of-condition, and insurance purposes.
Where a booking involves multiple items, the customer should make sure all items are clearly identified, packed, and ready for loading by the agreed time. We are not responsible for delays caused by items that are not prepared, not accessible, or not safe to move. If the customer requests changes during the job, such as adding extra stops, additional pickups, or more goods than originally agreed, we may decline the change or apply additional charges.
We use reasonable skill and care in planning all man and van removals UK bookings. However, the final feasibility of a job may depend on real-world conditions such as weather, traffic, road closures, lift availability, staircase access, or parking. If those conditions make completion impossible or materially more difficult than expected, we may pause the job, adjust the service, or terminate it if continuing would be unsafe or unreasonable.
2. Payments and Charges
Payment terms will be confirmed at the time of booking or within the quotation. Unless otherwise agreed, charges may be calculated on a fixed-price basis, an hourly rate, a mileage basis, or a combination of these factors. Additional costs may apply for waiting time, congestion, parking, tolls, congestion or clean-air charges, extra labour, difficult access, heavy items, dismantling, packing materials, or out-of-hours work. Any quoted price is based on the job description provided and may be revised if the scope changes.
Unless we agree to invoice on credit terms, payment is normally due on completion of the service or before unloading, at our discretion. We may require a deposit, part-payment, or full advance payment for certain bookings, especially where the job is large, time-sensitive, or subject to special arrangements. If a deposit is paid, it may be non-refundable where the customer cancels outside the permitted cancellation period or where costs have already been incurred in preparing for the job.
We accept payment methods notified at booking. If a card payment, bank transfer, or other payment arrangement is returned, reversed, disputed, or otherwise fails, the customer remains liable for the full amount plus any reasonable administrative or recovery costs permitted by law. Interest and late payment charges may be applied to overdue sums where allowed under applicable legislation and any business-to-business agreement.
If a customer disputes a charge, they must do so promptly and provide clear reasons and supporting information. Where a genuine error has occurred, we will investigate in good faith and correct any verified overcharge. However, the customer must still pay any undisputed part of the invoice by the due date. We may suspend future services until outstanding balances are settled in full.
3. Cancellations, Rescheduling, and Delays
Customers may request to cancel or reschedule a booking, but this must be done as early as possible. The amount charged, if any, will depend on when the cancellation is made and whether costs have already been committed. Where a cancellation is made with sufficient notice, we may offer a refund of part or all of any advance payment, less reasonable administrative or preparation costs. Where a cancellation is made at short notice, we may retain some or all of the payment to cover lost time and expenses.
If the customer is unavailable at the agreed time, fails to provide access, or cannot proceed with the move, this may be treated as a late cancellation or aborted service. In such cases, we may charge for time already spent travelling, waiting, or attempting to complete the booking. If we arrive and the job cannot proceed because the customer has not complied with the booking requirements, any refund will be at our discretion and in line with consumer law where applicable.
We may reschedule or cancel a booking where events beyond our reasonable control prevent performance, including severe weather, vehicle breakdown, traffic disruption, accidents, illness, strikes, utility failures, or legal restrictions. In these circumstances, we will make reasonable efforts to notify the customer and arrange an alternative date. We will not be liable for losses arising solely from such events, provided we act reasonably and take steps to reduce disruption where possible.
If the service is delayed for reasons outside our control, we will try to keep the customer informed and minimise the impact. Any estimated arrival time is approximate unless expressly agreed as a guaranteed time slot. Traffic, loading difficulty, and access issues can affect timing, and no guarantee is given that all jobs will be completed within a specific period unless this has been confirmed in writing.
6. Governing Law and General Provisions