Terms and Conditions for Man And Van Coulsdon

These Terms and Conditions apply to all bookings made with Man And Van Coulsdon, including domestic moves, office relocations, furniture transport, single-item deliveries, and associated loading or unloading services. By requesting a quotation, confirming a booking, or allowing work to commence, the customer agrees to these terms in full. These conditions are intended to create a clear and fair basis for the supply of our services, while protecting the rights and obligations of both the customer and the service provider.

The terms below should be read carefully before booking. They explain how a man and van service in Coulsdon is arranged, what information is needed, how payments are handled, and what happens if a job is cancelled, delayed, or affected by circumstances outside our control. They also set out responsibilities relating to goods, access, waste handling, and compliance with UK law. In these Terms, references to we, us, and our mean the service provider, and references to you and your mean the customer or person making the booking.

If any part of these Terms is unclear, the customer should ask for clarification before the booking is confirmed. Continued use of the service after confirmation will be taken as acceptance of the current terms. Nothing in these Terms affects any rights you may have under applicable consumer law, and nothing excludes liability where it would be unlawful to do so.

Booking Process

All bookings are subject to availability and must be confirmed before work begins. A quote may be provided based on the information supplied by the customer, including the type and quantity of items, pickup and delivery addresses, access arrangements, timing, and any specialist handling requirements. For a man and van Coulsdon booking to be accurate, the customer must provide complete and truthful information at the time of enquiry. If the details change before the job starts, the quote may need to be revised.

The booking process usually includes an enquiry, a quotation, acceptance of the quotation, and confirmation of the date and time. A booking is not guaranteed until it has been expressly accepted by us, and any deposit requested has been received where applicable. We may refuse or withdraw a quotation if the work is unsafe, outside our service scope, or if the information provided is incomplete or misleading. Any estimate is based on the facts known at the time and may be adjusted if the actual job differs materially from the original description.

Customers must ensure that collection and delivery locations are accessible and that parking, loading, and building access arrangements are in place. Where permits, loading bays, or special instructions are needed, it is the customer’s responsibility to arrange them unless otherwise agreed in writing. Delays caused by poor access, restricted parking, waiting time, or inaccurate directions may lead to additional charges. The service provider may refuse to continue if safety or legality is compromised.

Service Standards and Customer Duties

We will use reasonable care and skill in carrying out the service, and we aim to transport items efficiently and safely. However, the customer is responsible for making sure that items are suitable for transit, properly packed where appropriate, and clearly identified if they require special handling. Fragile goods, electronics, artwork, mirrors, liquids, or disassembled items should be declared in advance so that suitable precautions can be considered.

The customer must not include prohibited, hazardous, illegal, or contaminated items unless we have expressly agreed in writing and are legally permitted to transport them. This includes, by way of example, weapons, explosives, certain chemicals, asbestos, medical waste, and any item that is unsafe to load or carry. If such items are discovered during the job, we may stop the service, remove the item from the load, or refuse further transport without liability for any resulting delay or loss.

Customers should also ensure that any necessary third-party permissions are obtained, including permissions from landlords, managing agents, building managers, or neighbours where relevant. For a man and van service, time windows can be affected by traffic, weather, and access conditions, and while we will do our best to arrive as scheduled, timing is not guaranteed unless explicitly agreed. Any agreed arrival time should be treated as an estimate unless a fixed appointment has been confirmed in writing.

Payments

Payment terms will be set out in the quotation or booking confirmation. Unless otherwise agreed, payment is due in full on completion of the service. In some cases, a deposit, advance payment, or part-payment may be required to secure the booking, especially for larger moves, out-of-hours work, or jobs involving materials, disposal, or special handling. Any deposit paid may be used to offset cancellation fees, administration costs, or losses arising from a late cancellation or no-show where permitted by law.

We may accept payment by bank transfer, card, cash, or another method agreed in advance. If payment is made by bank transfer, it must clear before the goods are released or before the job is deemed complete, unless otherwise agreed. Where payment is overdue, we reserve the right to charge reasonable recovery costs and interest where allowed by law. All prices are subject to any applicable taxes, surcharges, parking costs, congestion-related charges, tolls, waiting time, and extra labour arising from circumstances not disclosed at the time of quotation.

If the customer disputes an invoice, they should notify us promptly with clear reasons and supporting details. Disputed amounts must still be paid for any undisputed part of the invoice. We may suspend further services until outstanding sums are settled. Prices may be revised if the job takes significantly longer than expected, if there are more items than described, if access is more difficult than disclosed, or if additional services are requested on the day.

Cancellations and Changes

Customers may cancel or reschedule a booking by giving reasonable notice. Cancellations made well in advance may not incur a charge, but the exact position will depend on the timing of the notice and any costs already incurred. If a booking is cancelled at short notice, or if the team arrives and cannot complete the job because the customer is unavailable, unprepared, or unable to proceed, a cancellation or call-out fee may apply. This reflects reserved time, labour, and travel costs.

If the customer wishes to change the date, scope, addresses, or item list, we will try to accommodate the change, but availability cannot be guaranteed. Amendments may affect the price, staffing, vehicle size, or duration of the job. We may cancel or postpone a service where there is severe weather, unsafe access, vehicle breakdown, illness, legal restriction, or another event beyond our reasonable control. In such cases, we will aim to offer a new date or a suitable alternative.

If we must cancel for reasons within our control, we will take reasonable steps to notify the customer promptly and, where applicable, refund any prepayment for the cancelled element of the service. We are not responsible for indirect losses caused by cancellation, such as missed appointments, alternative transport costs, or business interruption, except where liability cannot lawfully be excluded. This policy applies equally to a man and van service in Coulsdon and to any related transport or labour-only arrangement.

Liability and Risk

We will take reasonable care when handling goods, property, and premises. However, except where required by law, we are not liable for loss or damage arising from: items that were not adequately packed; pre-existing defects; hidden weaknesses; inadequate securing by the customer; or instructions that are followed at the customer’s request despite our advice to the contrary. Customers are encouraged to protect delicate or high-value items with suitable packaging and insurance cover.

Our liability for loss or damage, where established, is limited to the direct loss suffered and will not extend to indirect, consequential, or special losses, including loss of profit, loss of opportunity, or emotional distress, except where such limitation 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 limited or excluded. Goods remain the customer’s responsibility unless and until a separate written agreement says otherwise.

If damage or loss is alleged, the customer must notify us as soon as reasonably possible and, where practicable, before the goods are moved from the delivery location. The customer should provide photographs, a description of the issue, and any relevant documents. We may inspect the items or packaging before confirming any claim. Failure to report an issue promptly may affect our ability to investigate and may limit any remedy available.

Waste Regulations and Disposal Rules

Where our services include disposal, clearance, or transport of unwanted materials, both parties must comply with applicable UK waste legislation, including duty-of-care requirements. We will only remove or dispose of waste that we are legally permitted to handle and that has been accurately described by the customer. The customer must not present hazardous, clinical, contaminated, or specialist waste unless this has been agreed in advance and the correct legal arrangements are in place.

Customers must provide truthful information about the origin, nature, and composition of any waste. If waste is misdescribed, mixed with prohibited items, or found to be unsafe or unlawful to carry, we may refuse to remove it, segregate it, or deliver it to a disposal site. Any additional costs caused by inaccurate description, re-sorting, waiting time, or specialist disposal requirements may be charged to the customer. We may also refuse to carry waste that could cause environmental harm or breach our legal obligations.

Under UK waste regulations, the customer remains responsible for ensuring that waste is transferred lawfully and that any required permissions, records, or consents are obtained. Where a waste transfer note, receipt, or related record is required, we will provide it in accordance with the agreed service and the law. The customer agrees not to request unlawful dumping, fly-tipping, or disposal outside approved routes. Any attempt to induce illegal disposal will result in immediate refusal and may be reported to the appropriate authorities.

Delays, Force Majeure, and Operational Limits

We are not responsible for delays or failure to perform where caused by events beyond our reasonable control, including severe weather, traffic disruption, accidents, road closures, civil disorder, industrial action, utility failure, public health restrictions, or actions by third parties. In these circumstances, performance may be suspended, postponed, or cancelled without liability for indirect loss. We will use reasonable efforts to resume the service as soon as practical.

Our team may refuse to undertake any task that appears unsafe, unlawful, physically impracticable, or outside the agreed scope. This includes moving items through unsafe stairways, carrying goods that exceed safe lifting limits, or entering premises where there is a risk to health or security. If a job must be paused or terminated because of unsafe conditions or customer conduct, the customer may still be charged for work completed, time spent, and costs incurred.

The customer is responsible for ensuring that pets, children, and bystanders are kept clear of the working area where reasonably possible. We may require a safe route for lifting and carrying items. If the customer asks us to move an item in a way that increases risk, we may decline without penalty. Safety considerations will always take priority over speed or convenience.

Property, Keys, and Access

If keys, codes, fobs, or other access devices are handed to us, they remain the customer’s responsibility unless we have agreed in writing to hold them. We will take reasonable care of any such items, but we are not liable for losses arising from incomplete instructions, defective locks, or pre-existing access problems. The customer should ensure that someone authorised to receive the goods is present at the delivery point unless alternative arrangements have been confirmed.

We are entitled to rely on instructions given by the customer or their authorised representative. If the customer is not available and no reasonable contact can be made, we may place items in a safe location only where lawful and practical to do so. Any storage, redelivery, or return costs may be charged to the customer. We are not responsible for items left unattended at a location unless this was specifically agreed.

Claims, Complaints, and Evidence

If the customer is unhappy with any part of the service, they should raise the matter promptly so that it can be reviewed. Clear records, including photographs, item lists, and proof of value where relevant, may be required to assess a claim. Any complaint will be considered fairly and within a reasonable time. Nothing in this section limits the customer’s statutory rights.

Where a claim relates to damage, loss, delay, or incomplete work, the customer must provide enough information to identify the booking, the item, and the alleged issue. We may request inspection of the item, proof of ownership, or evidence of packing and condition. No payment will be withheld unless the amount is genuinely disputed and supported by relevant facts. Any settlement offered will be reasonable and based on the circumstances of the case.

The existence of a complaint does not entitle the customer to withhold payment for other completed services. If a remedy is available, it may take the form of repair, replacement, partial refund, or another fair outcome, depending on the facts and applicable law. Our goal is to resolve issues proportionately and without unnecessary delay.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have non-exclusive jurisdiction over any dispute, subject always to any rights that consumers may have under mandatory law. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By booking a man and van service or related transport service with us, you confirm that you have read, understood, and agreed to these Terms and Conditions. We may update the Terms from time to time to reflect changes in law, service structure, or operating practice. The version in force at the time of booking will apply to that booking unless a change is required by law or agreed otherwise in writing.

These Terms are intended to be fair, lawful, and practical for both parties. They set out the standard basis on which a Man And Van Coulsdon service is delivered, while allowing flexibility for the realities of transport, loading, and customer-specific requirements. If a separate written agreement has been signed, its specific terms may apply alongside these Terms to the extent they do not conflict with mandatory law.