Man With A Van Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Man With A Van Surrey provides domestic and commercial moving, collection, delivery, and related transport services in the UK. By making a booking, accepting a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are intended to create a clear and fair agreement that protects both the customer and the service provider. For the purposes of these terms, references to we, us, and our mean the business trading as Man With A Van Surrey, and references to you or the customer mean the person or organisation requesting the service.

These terms apply to all standard van transport services, including single-item moves, small removals, furniture collections, student moves, office transport, and general load carrying. They may also apply to additional services such as loading assistance, unloading assistance, packing help, and waiting time, where these are agreed in advance or requested during the job. Any specific written quotation, booking confirmation, or agreed amendment will form part of the contract, but if there is any conflict, these terms will take priority unless we have expressly agreed otherwise in writing.

We reserve the right to amend these terms from time to time. The version in force at the time of booking will apply to that booking unless a change is required by law. It is the customer’s responsibility to review the terms before confirming the service. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Booking Process

All bookings must be made in advance and are subject to availability. A booking request may be made by providing the necessary details of the job, including the collection and delivery addresses, preferred date and time, type and number of items, access conditions, and any special handling requirements. We may ask for photographs, measurements, or further information to ensure that the correct vehicle, manpower, and timing are allocated. A quotation is usually based on the information provided at the time of enquiry and may be revised if those details change.

A booking is only confirmed once we have accepted the request and, where required, received any deposit or advance payment. Confirmation may be given verbally, electronically, or in writing. The customer must check the booking confirmation carefully and notify us promptly of any errors. If the customer changes the scope of the job after confirmation, such as adding extra items, increasing distance, or requesting additional stops, we may revise the price, the scheduled time, or both.

We will make reasonable efforts to arrive at the agreed time, but any estimated arrival time is approximate unless otherwise stated. Delays may arise because of traffic, weather, vehicle issues, access problems, or events beyond our reasonable control. Where possible, we will communicate any significant delay and agree a revised time. The customer must ensure that suitable access is available at both collection and delivery points and that all relevant parties are aware of the booking time. If the job cannot begin or be completed because access is unsafe, restricted, or materially different from what was described, additional charges may apply or the booking may be treated as cancelled by the customer.

Payments and Charges

Prices will be based on the quotation provided, the agreed hourly rate, fixed fee, or another pricing structure set out before the service begins. Unless stated otherwise, quotations are based on the information supplied and assume normal access, reasonable loading conditions, and the absence of unusual delays. Any material change in circumstances may result in an adjustment to the final price. Typical examples include extra waiting time, additional labour, congestion or parking complications, carrying goods over long distances from vehicle to property, incomplete load information, or disposal requirements that were not disclosed in advance.

Payment terms will be confirmed at the time of booking. We may require a deposit to secure the date, with the balance due on completion of the service or before delivery, depending on the arrangement agreed. Unless otherwise stated, all charges are payable in pounds sterling and may be subject to VAT where applicable. The customer is responsible for ensuring that payment can be made using the agreed method and within the required timeframe. If payment is overdue, we reserve the right to charge interest and recover reasonable costs associated with collection, in line with applicable UK law.

Invoices, receipts, and payment confirmations should be retained by the customer. If payment is made by card, bank transfer, cash, or another approved method, it must be made by the person booking the service or an authorised representative. We may refuse to release goods until payment has been received in full where this has been made clear before the move. Any disputed invoice item must be raised promptly and in good faith, and the undisputed portion of the invoice should still be paid by the due date.

Cancellations, Changes, and Waiting Time

Customers may cancel or reschedule a booking by giving reasonable notice. Cancellation charges may apply depending on how much notice is provided, whether crews or vehicles have already been allocated, and whether preparatory work has begun. Where a booking is cancelled at short notice, we may charge part or all of the quoted fee to cover lost time, staffing, and vehicle costs. If the customer fails to be present, cannot provide access, or does not have the items ready at the agreed time, this may be treated as a late cancellation or a failed booking.

If we need to cancel or reschedule due to circumstances within our control, we will normally offer an alternative date or refund any amount already paid for the cancelled portion of the service. We are not responsible for consequential losses arising from a cancellation or change, except where such liability cannot be excluded by law. Waiting time may be charged if our team is delayed at collection, delivery, parking, or loading points beyond a reasonable period, especially where the delay is caused by the customer or by others acting on the customer’s behalf.

The customer should notify us as soon as possible if any amendment is needed, including changes to item size, property access, parking arrangements, or timing. We will do our best to accommodate reasonable changes, but we are not obliged to accept alterations that materially affect the nature, safety, or cost of the job. In some cases, a revised quotation may be required before the work continues.

Customer Responsibilities

The customer must ensure that all information provided is accurate and complete. This includes the nature of the items, their weight or fragility, the presence of stairs or lifts, restricted access, parking limitations, and any special handling instructions. Where items require disassembly, protective wrapping, or specialist handling, this must be disclosed in advance. The customer is responsible for preparing items for transport unless we have agreed to provide packing or preparation as part of the service.

The customer must remove or secure any valuable, fragile, dangerous, or prohibited items that are not meant to be moved. This includes cash, documents, jewellery, passports, medications, firearms, illegal substances, and any goods that should not be left with a removals team. We are not obliged to accept items that are unsafe, unlawful, or unsuitable for transport. If such items are discovered during loading, we may refuse to carry them and may adjust the price if the discovery affects the planned service.

The customer should protect flooring, walls, lifts, and communal areas where possible and obtain any permissions required for parking, loading, or building access. If the property management, landlord, neighbour, or local authority imposes conditions or restrictions, the customer must ensure these are complied with. The customer is also responsible for making sure that anyone else present at the collection or delivery point cooperates with the move and does not delay or obstruct the service.

Liability and Insurance

We will carry out our services with reasonable care and skill. Our liability is limited to loss or damage that arises directly from our negligence or breach of contract, and only where such liability cannot be excluded under law. We do not accept responsibility for losses caused by inaccurate information supplied by the customer, unsuitable access, inadequate packing by the customer, pre-existing damage, inherent defects in items, or the normal risks associated with transport.

Where we handle goods, we will take reasonable precautions to prevent damage. However, the customer acknowledges that certain items are inherently fragile or vulnerable, including glass, mirrors, antiques, flat-pack furniture, delicate electronics, and poorly assembled goods. Unless otherwise agreed in writing, the customer remains responsible for ensuring that such items are adequately prepared for transit. Any claim for damage must be reported as soon as reasonably practicable and, in any event, within a reasonable period after completion of the service.

We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, missed appointments, or loss of opportunity, except where this exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. If a claim is accepted, our liability will ordinarily be limited to the reasonable repair cost, replacement cost, or the amount recoverable under any applicable insurance, whichever is lower and lawful.

Waste, Disposal, and Environmental Compliance

Where waste removal, disposal, or clearance forms part of the service, the customer must be honest and precise about the nature of the items. We only accept waste that we are legally permitted to carry and dispose of. The customer must not present hazardous, clinical, or controlled waste unless this has been specifically agreed in advance and can be handled lawfully. Waste may include general household or office items, but it remains subject to classification, transport, and disposal rules under UK waste regulations.

The customer acknowledges that the business is not a licensed waste facility and that any waste collected will be managed in accordance with applicable environmental and duty of care requirements. We may refuse certain items, separate mixed loads, or charge additional fees where waste needs sorting, loading assistance, uplift, or disposal at a licensed facility. If the customer misrepresents items as reusable goods when they are in fact waste, or if prohibited waste is discovered, we may suspend the job and notify the appropriate authorities where required by law.

The customer remains responsible for any legal consequences resulting from incorrect descriptions of waste, unlawful disposal requests, or failure to disclose regulated materials. We will take reasonable steps to dispose of waste responsibly and may use third-party disposal sites or transfer stations. Where required, records, receipts, or waste transfer documentation may be retained in accordance with applicable regulations. Nothing in these terms permits the customer to request disposal of waste in a manner that breaches environmental law or local authority rules.

Access, Safety, and Property Conditions

We reserve the right to refuse to carry out work that is unsafe, unlawful, or likely to cause injury or damage. This includes situations involving unstable furniture, excessive lifting risk, aggressive behaviour, lack of safe parking, hazardous weather conditions, or inadequate lighting. Our team may stop work if conditions become unsafe during the job. In such cases, the customer may still be charged for time spent, travel, and any partially completed service.

The customer must ensure that the premises and items are suitable for movement. Doors, corridors, stairs, driveways, and loading areas should be clear enough to allow reasonable access. If the route requires protective measures, such as covers or special lifting equipment, these should be identified before the booking is confirmed. We may decline to move items through spaces that are too narrow, structurally unsound, or likely to cause damage. Any assistance requested from our team beyond standard loading and unloading should be agreed in advance.

If our team is asked to move, disconnect, reconnect, or assemble items such as appliances, electronics, or specialist furniture, this will only be done if it is safe, lawful, and within the team’s competence. We do not carry out electrical, gas, plumbing, or other regulated works unless separately stated and properly qualified. The customer remains responsible for arranging any specialist tradesperson needed before or after the move.

Force Majeure

We will not be liable for failure or delay in performance caused by events beyond our reasonable control. These may include severe weather, road closures, accidents, breakdowns, fire, flood, strikes, civil disturbance, acts of government, public emergencies, or disruption to utilities or transport networks. If such an event occurs, we will make reasonable efforts to continue, reschedule, or complete the service as soon as practicable.

If performance is prevented or made substantially impractical by a force majeure event, either party may cancel the affected part of the booking without liability for further damages, although the customer may still be responsible for work already carried out or costs already incurred. We will act reasonably and communicate any disruption as promptly as possible.

Personal Data, Complaints, and General Provisions

Any personal information provided in connection with a booking will be used only for administering the service, handling payments, maintaining records, and meeting legal obligations. We will treat personal data in accordance with applicable UK data protection law. Complaints should be raised as soon as possible so that we can review the issue and, where appropriate, investigate and resolve it fairly. Failure to notify us promptly may make it harder to assess the matter accurately.

These terms constitute the entire agreement between the parties concerning the service, unless supplemented by a specific written agreement. No person other than the customer and us shall have any rights under the Contracts (Rights of Third Parties) Act 1999 unless expressly agreed. If we choose not to enforce any right at any time, this does not mean we waive that right in the future. Any notices or communications relating to the booking may be made electronically unless a different method has been agreed.

The headings in these terms are for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context allows. If the customer is booking on behalf of another person or business, they confirm that they are authorised to do so and that all obligations under these terms are accepted on behalf of the named customer.

Governing Law

This agreement, and any dispute or claim arising out of or in connection with it, shall be governed by and construed in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. These terms are intended to be read in a manner consistent with UK consumer and commercial law, including any rights that cannot be excluded or limited.

By proceeding with a booking for Man With A Van Surrey, the customer confirms that they have read, understood, and accepted these Terms and Conditions. They also confirm that they are authorised to agree to the service on behalf of any other person or business connected with the booking. If the customer does not agree to these terms, the service should not be booked or commenced.