Terms and Conditions for Man With A Van Anerley

These Terms and Conditions set out the basis on which Man With A Van Anerley provides removal, transport, collection, delivery, and related handling services to customers in the UK. By making a booking, confirming a quote, or allowing the service to begin, the customer agrees to be bound by these terms. These conditions are intended to create a clear, fair, and practical agreement between the customer and the service provider. They apply to all standard domestic, residential, and light commercial work unless a separate written agreement has been made.

The purpose of this document is to explain how the booking process works, how payments are handled, when cancellations may apply, and how liability is limited. It also explains the rules relating to waste handling, prohibited items, and the legal responsibilities of both parties. For the avoidance of doubt, references to we, us, or our mean the service provider operating under the Man With A Van Anerley name, and references to you or the customer mean the person or business requesting the service.

These terms should be read carefully before booking. If anything is unclear, the customer should ask for clarification before confirming the job. If any part of these terms is held to be unenforceable, the remaining provisions shall continue to apply to the fullest extent permitted by law.

1. Booking Process

All bookings are subject to availability and are accepted only when confirmed by us. A request for a quote does not create a binding contract. The customer must provide accurate and complete information about the job, including the pick-up and delivery locations, access conditions, item sizes and quantities, parking restrictions, stairs, lifts, time requirements, and any special handling needs. Where inaccurate information is supplied, we may revise the quote, amend the booking, or refuse to proceed if the work becomes unsafe or materially different from what was described.

Once a quotation has been issued, it may be based on the information available at that time. If the scope of work changes before or during the service, including additional items, delays, or difficult access, we reserve the right to adjust the price reasonably to reflect the change. A booking is normally confirmed by message, email, or another written method agreed between the parties. Verbal discussions alone do not guarantee a reservation unless we have expressly confirmed the booking.

We aim to arrive within the agreed time window, but all times are estimates unless otherwise stated in writing. Delays may occur due to traffic, weather, road closures, loading conditions, or other factors beyond our control. If a delay is likely to be significant, we will make reasonable efforts to inform the customer. The customer must ensure that someone authorised is present to approve the job, grant access, and sign off on completion where required.

2. Services and Customer Duties

The service may include loading, transport, unloading, furniture handling, single-item moves, rubbish removal, disposal support, and related labour, depending on what has been agreed. The customer is responsible for ensuring that all items are ready for collection at the agreed time and that the premises are accessible. This includes securing parking arrangements where necessary, clearing pathways, and ensuring that items can be moved without unnecessary obstruction.

The customer must inform us in advance of any items that are fragile, valuable, hazardous, unusually heavy, dismantled, or difficult to carry. While we may assist with handling such items, we are not obliged to move anything that we consider unsafe, unlawful, or likely to cause damage. We may also refuse to lift or transport items that exceed safe manual handling limits unless suitable equipment and conditions are available. If a job requires dismantling or reassembly, this must be agreed in advance and may be subject to additional charges.

Where keys, codes, or permits are needed to access a property, the customer must provide them in good time. If the job cannot proceed because access is not available or because the customer is not present when required, waiting time, aborted journey charges, or cancellation fees may apply. We are not responsible for losses caused by incomplete instructions or late arrival of the customer.

3. Payments

Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service or before completion where prepayment has been requested. We may require a deposit, especially for larger jobs, weekend work, urgent bookings, or services involving the disposal of goods. Any deposit paid secures time for the service and may be non-refundable in the circumstances set out in these terms.

Accepted payment methods may include cash, bank transfer, card payment, or another method communicated in advance. The customer is responsible for ensuring that payment is made in full and without deduction, set-off, or dispute unless there is a genuine and reasonable basis for disagreement. Late payments may result in additional charges, including administrative costs and interest where permitted by law. We reserve the right to suspend or withhold services if payment arrangements have not been met.

All prices are quoted in pounds sterling unless otherwise stated. Prices may be stated as fixed fees, hourly rates, or estimates. Where an estimate is given, the final charge may vary if the time required, distance, waiting period, number of items, or complexity of the task changes. VAT, if applicable, will be added in accordance with the relevant tax rules. The customer should not assume that any quote includes tolls, congestion-related costs, parking charges, permits, storage costs, or third-party fees unless explicitly stated.

4. Cancellations and Amendments

The customer may request a cancellation or amendment, but any such request must be made as early as possible. If the customer cancels after booking has been confirmed, we may charge a cancellation fee that reflects the loss of time, scheduling impact, and any expenses already incurred. Where a deposit has been taken, it may be retained in full or in part depending on the notice given and the work reserved.

For standard bookings, cancellation charges may apply if notice is short, particularly where the reserved time could not reasonably be reallocated. If the customer requests a change to the date, time, or scope of the service, we will try to accommodate the change, but we are not obliged to do so. Any amendment may affect the price and availability. If we have already begun travelling to the job or have arrived at the site, the customer may still be liable for a call-out charge or part-payment of the agreed fee.

We reserve the right to cancel or postpone a booking if circumstances beyond our control make performance impossible or unsafe. This includes severe weather, vehicle breakdown, road incidents, staff illness, legal restrictions, or unsafe site conditions. If we cancel for reasons within our control, we will either reschedule or refund any prepaid amount for the affected service, subject to any lawful deductions for work already carried out. We will not be liable for indirect losses arising from a cancellation or delay.

5. Liability and Damage

We will take reasonable care while handling items and property, but the customer acknowledges that moving goods involves inherent risk. Except where required by law, we do not accept responsibility for pre-existing damage, hidden defects, poor packaging, or items that are inherently unstable. Customers are strongly advised to protect delicate items, remove loose parts, and disclose any fragility before the service begins.

Our liability for loss or damage caused by our negligence, if proven, is limited to the reasonable repair cost or the replacement value of the affected item, whichever is lower, subject to evidence and any applicable legal limits. We will not be responsible for indirect, consequential, or economic losses such as loss of profit, missed appointments, inconvenience, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

The customer must inspect items and property promptly after completion of the service and raise any concerns as soon as reasonably possible. Claims for damage should be supported by photographs, purchase information, or other relevant evidence. Failure to report an issue promptly may make it harder to investigate and resolve. Where we are responsible for damage, we may choose to arrange repair, pay a fair settlement, or otherwise address the claim in a reasonable manner.

6. Waste, Disposal, and Environmental Rules

Where the service includes waste removal, disposal, or clearance work, the customer must ensure that the materials are correctly described before collection. The customer must not present prohibited, hazardous, or controlled waste unless it has been specifically agreed in writing and can be handled lawfully. This includes, by way of example, asbestos, chemicals, paints, clinical waste, gas bottles, pressurised containers, batteries, oils, solvents, and electrical items that require special disposal arrangements.

We operate in accordance with applicable waste regulations and reserve the right to refuse any item that we reasonably believe is unsafe, undeclared, unlawful to transport, or unsuitable for our licence or disposal arrangements. The customer remains responsible for the legality of the waste they ask us to remove and for ensuring that all items handed over are accurately described. If waste is misdeclared, or if additional sorting is required because the load contains unacceptable materials, extra charges may apply and we may terminate the service without refund for the affected part of the job.

Where items are removed for disposal, we may use authorised transfer stations, recycling routes, or other lawful facilities. The customer agrees that once lawful collection has taken place, ownership of the waste may pass to us for the purpose of transport and disposal, subject to the agreed terms and any legal requirements. We encourage responsible disposal and may separate recyclable items where practical. However, we do not guarantee recycling outcomes unless specifically stated.

7. Customer Warranties and Prohibited Conduct

The customer warrants that they have the right to instruct the service for the items and property involved. The customer must not ask us to move stolen goods, illegal substances, counterfeit goods, or items whose transport would breach any law, regulation, or court order. We may refuse to handle any item or property that appears suspicious, dangerous, or likely to create legal exposure for either party.

The customer must not instruct our staff to act in a way that is unsafe or unlawful. This includes requesting overloading of the vehicle, dangerous lifting, bypassing safety procedures, or entering premises without proper authority. Our staff may stop work if conditions become unsafe, if there is verbal abuse or threatening conduct, or if animals, children, or other hazards create a risk. In such cases, charges may still apply for time spent and costs incurred.

Any belongings left in the vehicle or at a site should be checked carefully before completion. We are not responsible for items overlooked by the customer unless they were clearly identified to us and we agreed to hold them. We may, at our discretion, make reasonable efforts to return found items, but any additional travel or handling may be chargeable.

8. Governing Law and General Terms

These terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another part of the UK. If the customer is acting as a consumer, their statutory rights are not affected by these terms.

If a dispute arises, both parties should first attempt to resolve the matter in good faith and in a reasonable time. Any failure by us to enforce a right on one occasion does not waive that right for the future. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking unless a newer version has been expressly accepted.

These terms constitute the entire agreement between the customer and Man With A Van Anerley for the relevant service, except where amended in writing. If any provision is found invalid, the remainder will continue in effect. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these service terms and conditions in full.