Terms and Conditions
Man with Van Dalston Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Dalston provides removal, delivery, man and van and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person or business who requests and pays for the service.
We, us, our means Man with Van Dalston as the provider of the services.
Services means any man and van, removal, collection, delivery, loading, unloading, packing, transport, furniture move or related services we agree to carry out.
Vehicle means any van or other vehicle used to provide the services.
Goods means the items that you ask us to move, transport or handle.
Job means the specific booking or order under which the services are provided.
2. Scope of Services
We provide man and van and small removal services, including local moves, collections and deliveries. The details of the services for each job, including collection and delivery addresses, number of porters, vehicle size, and estimated duration, will be confirmed at the time of booking.
Any additional services requested on the day, such as extra labour, additional stops or extra time, are subject to vehicle and staff availability and to additional charges. We reserve the right to decline work that is unsafe, unlawful, or outside our normal service capabilities.
3. Booking Process
3.1 You may request a quote and make a booking by contacting us through our booking channels. When requesting a booking you must provide accurate information including addresses, access details, parking restrictions, size and nature of goods, and any special handling requirements.
3.2 A booking is not confirmed until we have accepted it and you have received a booking confirmation stating the agreed date, estimated start time, service description and pricing basis. We may refuse or cancel a booking at our discretion where we believe the job cannot be carried out safely or lawfully.
3.3 You are responsible for ensuring that all details in the booking confirmation are correct. Any changes to dates, times, addresses or service requirements must be communicated as early as possible and may affect the price and availability.
3.4 We will use reasonable efforts to arrive at the agreed time; however, all times are estimates and are not guaranteed. Factors such as traffic, weather and earlier jobs may affect our arrival time. We will not be liable for delay caused by circumstances beyond our reasonable control.
4. Pricing and Quotes
4.1 Prices may be provided as an hourly rate with minimum charge, as a fixed quote, or as a combination, depending on the nature of the job. The pricing basis will be explained at the time of booking.
4.2 Any quote is based on the information supplied by you. If the information is inaccurate or incomplete, or if the scope of the job changes, we reserve the right to amend the price accordingly.
4.3 The price does not include toll charges, parking fees, congestion charges, or additional waiting time unless expressly stated. Such costs will be added to the final bill where applicable.
4.4 All prices are stated in pounds sterling. If applicable, any taxes or statutory charges will be identified in the price information.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. We generally require payment in full on completion of the job or in advance for certain types of work.
5.2 We accept payment by the methods notified during the booking process. You must ensure that you are able to pay for the services at the time required. Failure to pay may result in suspension or refusal of services and may incur additional administrative or debt recovery costs.
5.3 Where a deposit is required to secure a booking, the booking is not fully confirmed until the deposit has been received. Deposits may be non-refundable as described in the cancellation section of these terms.
5.4 If payment is not made when due, we may charge interest on the outstanding amount at a reasonable rate, and we may retain goods until payment has been received in full. Storage or waiting time charges may be applied during any period that goods are held due to non-payment.
6. Cancellations and Amendments
6.1 You may cancel or amend a booking by giving us notice. The amount of notice required and any applicable charges will depend on when you notify us.
6.2 If you cancel more than 48 hours before the scheduled start time, any pre-paid amount may be refunded subject to a reasonable administrative fee where applicable.
6.3 If you cancel within 24 to 48 hours of the scheduled start time, we may retain some or all of any deposit and may charge up to 50 percent of the estimated job value to cover lost time and scheduling costs.
6.4 If you cancel within 24 hours of the scheduled start time or on arrival of the vehicle at the pickup address, we reserve the right to charge up to 100 percent of the estimated job value.
6.5 If you are not present at the agreed time and location, or you are not ready to proceed so that the job cannot be carried out, this may be treated as a cancellation and charges may apply.
6.6 We may cancel or postpone a booking where necessary due to reasons beyond our control, including but not limited to severe weather, vehicle breakdown, staff illness or safety concerns. In such cases we will offer to reschedule the job or refund any pre-paid amount. We will not be liable for any indirect or consequential losses resulting from such cancellation.
7. Customer Responsibilities
7.1 You are responsible for ensuring that adequate and legal parking is available for the vehicle at pickup and delivery locations. Any parking fines or penalties incurred due to inadequate or illegal parking instructions may be added to your bill.
7.2 You must ensure that access at all addresses is safe and suitable, including lifts, stairways, corridors and doorways. You should inform us in advance of any difficult access, narrow staircases, low ceilings or other obstacles which could affect the job or the safety of our staff.
7.3 You are responsible for packing your goods safely and appropriately unless we have expressly agreed to provide a packing service. Fragile or valuable items should be securely packed, and boxes should be of a suitable strength and weight.
7.4 You must not ask us to move any goods that are unlawful, hazardous, flammable, explosive, perishable, or otherwise unsuitable for transport. This includes but is not limited to cash, jewellery, precious metals, important documents, live animals, plants, weapons, drugs, and chemicals. We may refuse to carry any such items.
8. Loading and Transport of Goods
8.1 We will take reasonable care in handling, loading, transporting and unloading your goods. Our staff will use professional care and appropriate equipment where required.
8.2 We reserve the right to decline to move any items that in our opinion are too heavy, large or risky to move safely, or for which you have not disclosed relevant information about condition or value.
8.3 Certain items such as flat pack furniture, appliances and fragile goods may be more vulnerable to damage during transport. Where these are not adequately protected or have existing weaknesses, we will not be liable for damage arising from those inherent risks.
9. Waste Regulations and Prohibited Items
9.1 We are not a waste disposal company and will only remove items that fall within the normal scope of removal and transport services. We cannot remove controlled waste, builder's rubble, hazardous materials, or items requiring licensed waste disposal.
9.2 You must not present items for removal that are classified as hazardous or controlled waste including chemicals, paint, asbestos, gas cylinders, oils, solvents, clinical waste or electrical items that require specialist disposal under waste regulations.
9.3 Where we agree to remove unwanted furniture or household items, these will be treated as normal goods for transport, not as waste. You are responsible for any fees or obligations related to lawful disposal if we deliver to a recycling centre or other facility on your instruction.
9.4 If we discover that we have unknowingly been given prohibited or hazardous items, we may return them to you, deliver them to a suitable facility at your cost, or notify the relevant authorities where required by law. Any costs, fines or penalties resulting from such items will be your responsibility.
10. Liability and Limitations
10.1 We will exercise reasonable care and skill in providing the services. Our liability for loss or damage to goods or property, where proven to result from our negligence, will be limited as set out in this section.
10.2 Our liability for loss or damage to goods is limited to a reasonable amount per job, having regard to the nature of the goods, the price of the services and any insurance arrangements you may have in place. You are strongly advised to arrange your own insurance cover for high value items and for the overall move.
10.3 We will not be liable for any loss or damage that arises from:
a pre existing defect, weakness or flaw in the goods or property
insufficient or improper packing by you or a third party
handling goods that you have instructed us to move against our professional advice
normal wear and tear, minor scuffs or scratches consistent with moving goods
acts or omissions of third parties such as building management, other contractors or your own helpers.
10.4 We will not be liable for indirect or consequential loss, including loss of profit, loss of opportunity, loss of data, or emotional distress, arising from delay, damage, or any other cause related to the services.
10.5 You must inspect your goods and property as soon as reasonably possible after completion of the job. Any claim for loss or damage must be notified to us in writing within a reasonable time, and in any event no later than seven days after the service date, together with supporting evidence. Failure to notify within this period may affect our ability to investigate and may limit our liability.
11. Insurance
11.1 We may hold appropriate business and vehicle insurance as required by law for the operation of man and van and removal services. Details of our cover can be provided on request.
11.2 Our insurance is not a substitute for your own contents or move insurance. You remain responsible for insuring your own goods for their full value, and for arranging any additional cover you consider necessary for the move.
12. Delays and Waiting Time
12.1 You must ensure that you, or a nominated representative, are present at the agreed start time and that keys, access codes and building permissions are available. Any delay caused by lack of access, keys, paperwork or your absence may be charged as waiting time.
12.2 Where delays occur due to factors outside our control, including traffic, road closures, weather or actions of third parties, we may charge a reasonable rate for additional time spent on the job.
13. Complaints and Disputes
13.1 If you are dissatisfied with any aspect of our service, you should raise the issue with the driver or team on the day where possible so that we have an opportunity to address it immediately.
13.2 If the issue is not resolved, you may submit a formal complaint in writing, providing your booking reference, dates and a clear description of your concerns. We will review your complaint and respond within a reasonable timeframe.
13.3 In the event of a dispute that cannot be resolved informally, both parties agree to attempt resolution through negotiation or mediation before considering legal action, where practical.
14. Data Protection and Privacy
14.1 We will collect and use your personal information only as necessary to provide the services, manage bookings, process payments and communicate with you.
14.2 Your details will be handled in accordance with applicable data protection laws. We will not sell your personal information to third parties. We may share details only where necessary for the provision of services, for legal reasons, or with your explicit consent.
15. Changes to These Terms
15.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that specific job.
15.2 Updated terms may be published on our website or made available on request. By continuing to use our services after any changes take effect, you are deemed to accept the revised terms.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 the provision of services.
17. General Provisions
17.1 If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
17.2 No failure or delay by us in exercising any right or remedy under these terms shall operate as a waiver of that right or remedy, and no single or partial exercise shall prevent any further exercise of that right or remedy.
17.3 These Terms and Conditions constitute the entire agreement between you and us relating to the provision of services and supersede any prior understandings or agreements, whether written or oral.
By making a booking with Man with Van Dalston you confirm that you have read, understood and agree to these Terms and Conditions.
