These Terms and Conditions set out the basis on which Man And A Van Notting Hill provides moving, delivery, collection, loading, unloading and related transport services within the United Kingdom. By making a booking, the customer confirms that they have read, understood and agreed to be bound by these terms. These terms are designed to create a clear agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the contract.

The expression “customer” means the person or business booking the service, and “we”, “us” and “our” refer to the service provider operating as Man And A Van Notting Hill. These terms apply to all standard van services, including domestic removals, furniture transport, item collection, storage runs, and general courier-style assistance, unless a separate written agreement states otherwise. Where a service is booked on behalf of another person, the person making the booking confirms that they have authority to do so.

These terms should be read alongside any quotation, booking confirmation, job notes or written instructions agreed before the work begins. If there is any inconsistency, the booking confirmation or any specially agreed written terms will take priority for that job only. Nothing in these terms is intended to limit any statutory rights that cannot lawfully be excluded.

1. Booking Process

Bookings may be made by phone, email, message, online form or any other method we make available from time to time. A booking is not confirmed until we accept it and issue confirmation in writing or by electronic message. We may request details such as the collection and delivery addresses, access information, item descriptions, approximate volumes, preferred dates and times, and any special handling requirements. The customer must provide accurate, complete and up-to-date information at the time of booking.

Any quotation provided before the booking is confirmed is based on the details supplied by the customer and on the assumptions reasonably made from those details. If the actual work differs from the description given, including the number of items, weight, access conditions, parking restrictions, stairs, distance to carry items, or waiting time, we may revise the price or the scheduled time. We reserve the right to refuse or withdraw a quotation if the information supplied is incomplete or misleading.

It is the customer’s responsibility to ensure that someone with authority is present at the pickup or delivery point if required, and that all items are ready for loading at the agreed time unless we have agreed assistance with packing or dismantling. Any item that requires specialist handling, additional manpower, protective wrapping, or a larger vehicle must be declared in advance. Failure to disclose such requirements may result in delay, additional charges, or cancellation of the job at our discretion.

2. Service Conditions

We will use reasonable care and skill in providing the service. However, the customer acknowledges that van work may involve lifting, carrying, loading, securing, and transporting items through spaces that are not under our control. We may refuse to move items that are unsafe, unlawfully obtained, improperly packed, too heavy for safe manual handling, or likely to cause damage to people or property. This includes items that are unstable, leaking, broken, or inadequately protected.

Unless otherwise agreed in writing, the customer is responsible for disassembling and reassembling furniture, unplugging appliances, and preparing all items for transit. If we agree to assist with these tasks, we will do so only to the extent reasonably safe and practical. We may decline to disconnect gas, electricity, or water appliances, and we do not carry out specialist installation work. The customer must ensure that all appliances are disconnected, emptied, and fit for transport before collection.

Where parking restrictions, low-clearance access, road closures, congestion, or site rules affect the service, the customer must provide all relevant information in advance and, where necessary, arrange permits or permissions. If we incur waiting time, parking charges, tolls, congestion-related costs, or access-related delays because of matters outside our control, these may be charged to the customer unless otherwise agreed.

3. Payments and Charges

Our charges may be based on hourly rates, fixed prices, mileage, vehicle size, labour, waiting time, or a combination of these factors. Any estimate or quotation is subject to change if the scope of work changes or if the information supplied by the customer proves inaccurate. Additional charges may apply for extra stops, long carries, upper-floor access, heavy items, out-of-hours work, short-notice bookings, congestion, parking, and disposal fees where applicable.

Payment terms will be confirmed at the time of booking or on the invoice. Unless agreed otherwise, payment is due on completion of the job or before unloading, and we may require a deposit or full prepayment for certain bookings. We accept payment by the methods stated in our booking confirmation or invoice. Where payment is made by bank transfer, the funds must clear in full before the service is considered settled.

Late or failed payment may result in additional administration charges, interest where permitted by law, or recovery action. We reserve the right to suspend or refuse future work for customers with overdue balances. Any discount or promotional pricing is valid only for the stated period and conditions. Prices are normally exclusive of VAT unless we expressly state otherwise.

4. Cancellations, Changes and Delays

The customer may request a cancellation or rescheduling by giving notice as early as possible. If a booking is cancelled after confirmation, cancellation fees may apply depending on the notice given and any costs already incurred, including vehicle allocation, staff scheduling, fuel, or third-party charges. Where a booking is cancelled at very short notice or after we have arrived at the pickup location, the full or partial charge for the booked time may still be payable.

We may cancel or postpone a booking if unsafe conditions arise, if the customer has not provided sufficient access information, if payment terms have not been met, or if events outside our reasonable control prevent us from performing the service. Such events may include severe weather, traffic disruption, vehicle breakdown, illness, accidents, or legal restrictions. Where possible, we will offer an alternative date or time, but we are not responsible for indirect losses caused by the cancellation or delay.

If the customer is not present at the agreed time or cannot provide access within a reasonable period, we may treat the booking as cancelled, charge waiting time, or reschedule subject to availability. Delays caused by the customer, including incomplete packing, incorrect address details, missing keys, or failure to arrange parking, may attract additional charges. Any change to the original booking should be agreed in writing where practicable.

5. Liability and Insurance

We will take reasonable care of the items entrusted to us, but the customer understands that transport and handling always involve a degree of risk. Except where prohibited by law, our liability for loss or damage is limited to direct loss caused by our proven negligence and only up to the limits of any applicable insurance or the amount paid for the relevant service, whichever is lower, unless a higher written limit has been agreed in advance.

We are not liable for damage arising from pre-existing defects, inadequate packing, inherent weakness, hidden faults, unsecured contents, or items that are unsuitable for transit. Fragile, valuable, antique, glass, electrical, and high-value goods should be declared before the job starts and packed suitably by the customer unless we have expressly agreed to pack them ourselves. The customer should consider obtaining their own insurance cover for items of special value or sentimental importance.

We are not liable for indirect or consequential losses, including loss of profit, business interruption, missed appointments, loss of opportunity, 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, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited. If a claim is made, the customer must notify us promptly and provide reasonable evidence of the alleged loss or damage.

6. Waste Regulations and Disposal

Where our service includes removal, disposal, clearance, or transport of unwanted items, the customer must ensure that all waste is accurately described and lawfully presented for collection. We only transport and dispose of waste in accordance with applicable UK waste regulations. The customer must not hand over hazardous, controlled, infectious, explosive, or illegal materials unless we have explicitly agreed to handle them and are authorised to do so.

All waste must be separated and declared correctly where required, especially items that may be subject to special handling such as electrical equipment, batteries, paint, oils, chemicals, fridges, mattresses, or other regulated materials. If an item is discovered to contain prohibited materials, we may refuse collection, isolate the item, or require the customer to arrange compliant disposal at their own cost. The customer remains responsible for the legality of what they ask us to move or remove.

We may provide documentation or records relating to waste transfer where required by law. The customer agrees to supply accurate descriptions and, where necessary, confirm that they have the right to dispose of the items. We will not knowingly assist with fly-tipping, unlawful dumping, or the disposal of stolen, counterfeit, or illegally held property. Any attempt to use the service for unlawful waste disposal may lead to immediate cancellation and reporting to the relevant authorities where appropriate.

7. Customer Responsibilities

The customer must ensure that the goods to be moved are legally owned by them or that they have permission from the owner. They must also ensure that items are sufficiently packed, labelled, and protected for transit, unless packing has been separately agreed. The customer is responsible for securing pets, children, and vulnerable persons during the loading and unloading process and for maintaining a safe working environment around the vehicle and access routes.

Where the customer requests work involving multiple locations, third-party premises, shared buildings, or storage facilities, the customer must ensure all necessary permissions and access arrangements are in place. We are entitled to rely on the customer’s instructions and are not responsible for verifying ownership, access rights, or destination suitability. If a recipient refuses delivery or is unavailable, further charges may apply for redelivery, storage, or return transport.

The customer must not ask us to perform work that would breach road traffic law, manual handling rules, health and safety requirements, or any other applicable law. We may stop work immediately if we consider the task unsafe or unlawful. In such circumstances, we may charge for time already spent and any costs incurred.

8. Complaints and Disputes

If the customer believes that a problem has occurred, they should notify us as soon as reasonably possible and provide details of the issue. We may request photographs, invoices, item lists, or other supporting evidence so that we can assess the matter fairly. We aim to resolve disputes in a professional and proportionate manner, including by repair, replacement, partial refund, or other suitable remedy where appropriate and legally required.

Any complaint must be made within a reasonable time after the event giving rise to it. Failure to notify us promptly may make it harder to investigate and may affect any remedy available. The customer agrees to cooperate with any reasonable investigation and to mitigate loss where possible. Nothing in this section affects rights that the customer may have under consumer protection law.

If a dispute cannot be resolved informally, the parties may seek to settle it through negotiation before taking formal action. Each party should continue to perform any undisputed obligations under these terms while a dispute is being addressed, including payment of sums properly due.

9. General Legal Terms

We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a later version has been expressly accepted by both parties. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue to apply. No failure or delay in enforcing any right shall operate as a waiver of that right.

These terms constitute the entire agreement between the parties in relation to the booked service, unless supplemented by a written quotation, invoice, or signed agreement. The customer may not assign or transfer their rights or obligations without our written consent. We may assign or subcontract all or part of the service where reasonably necessary, provided this does not materially reduce the level of care expected.

Governing law: These Terms and Conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer has a non-excludable right to bring proceedings elsewhere.

10. Final Provisions

By proceeding with a booking, the customer confirms that they have authority to accept these terms on behalf of all persons concerned with the job and that they accept responsibility for the accuracy of all information supplied. The customer also confirms that any items presented for transport, removal or disposal are lawful to handle and that all relevant permissions and access arrangements have been made. These obligations are central to the provision of a safe and efficient service.

If any special arrangement is agreed, it must be confirmed in writing to be binding. A written agreement may vary these standard terms only to the extent expressly stated. For all other matters, these Terms and Conditions remain in force and apply to every booking made with Man And A Van Notting Hill, subject always to applicable law and any mandatory consumer rights.