Terms and Conditions for Man And Van Woolwich

These Terms and Conditions set out the basis on which Man and Van Woolwich provides removal, transport, loading, unloading, and related van hire with driver services to domestic and commercial customers. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any service. These conditions are designed to keep the booking process clear, the service efficient, and the responsibilities of both parties understood from the outset.

In these terms, references to “we”, “us”, and “our” mean the service provider operating the Man and Van Woolwich service, and references to “you” or “the customer” mean the person or organisation requesting the service. The scope of work may include single-item moves, part-load removals, furniture transport, office relocations, and other agreed collection and delivery services. These terms apply to each booking unless we expressly agree otherwise in writing.

We reserve the right to refuse any job that is unsafe, unlawful, impractical, or outside the capabilities of the vehicle, crew, or time scheduled. Nothing in these terms affects your statutory rights as a consumer. Where any part of these conditions conflicts with applicable UK law, the law will prevail to the extent necessary.

1. Booking Process

A booking is made when we have confirmed the service details and you have accepted the quotation or estimate provided. A quotation may be based on information supplied by you, including item lists, floor access, parking, travel distance, dismantling needs, and any special handling requirements. If the information later proves inaccurate, we may revise the price, the timing, or both, to reflect the actual work required.

To help us provide an accurate quote for your Man and Van Woolwich service, you should give complete and truthful information about the items to be moved, the pickup and delivery addresses, any restrictions at either location, and whether assistance with packing, dismantling, or heavy lifting is needed. If the job changes after booking, you must tell us as soon as possible. Changes may affect the final cost and availability.

We may ask you to confirm the booking by text, email, or another written method, and we may also request a deposit in advance. A booking is not guaranteed until we have confirmed it. The agreed service date and time are estimates unless we state otherwise. Delays caused by traffic, weather, access issues, prior jobs, or events beyond our control do not usually give rise to compensation, provided we have acted reasonably.

We expect customers to ensure that the collection and delivery locations are accessible and suitable for a van and crew to complete the work safely. If permits, parking arrangements, lift access, keys, or security clearances are needed, it is your responsibility to arrange them unless we have specifically agreed to do so. Failure to secure access may lead to waiting charges, rescheduling, or cancellation fees.

2. Payments and Pricing

The price for your van and man service will be based on the quotation, hourly rate, fixed fee, or other pricing structure agreed in advance. Unless stated otherwise, quotes are valid for a limited period and may be withdrawn or changed if market conditions or booking details change. Additional charges may apply for waiting time, congestion, parking costs, stairs, long carries, extra labour, weekend work, or last-minute changes.

Unless we agree credit terms in writing, payment is due on completion of the job or at another time specified during booking. We may accept payment by bank transfer, card, or another method notified to you before the job begins. Any deposit paid is normally deducted from the final invoice, unless it is stated to be non-refundable in circumstances described in these terms.

All prices are exclusive of any charges not expressly included in the quotation. If the crew has to wait because you are not ready, if the loading takes longer than anticipated, or if items require extra handling beyond the original description, we may charge additional fees at the rates communicated to you. The customer is responsible for ensuring sufficient funds are available to complete payment when due.

In the event of late payment, we may charge interest on overdue sums in accordance with applicable UK legislation, together with reasonable recovery costs where permitted by law. We also reserve the right to suspend further services until outstanding balances are settled in full. If a payment is disputed, you must notify us promptly and provide details so that we can investigate the matter.

3. Cancellations, Rebooking, and No-Shows

You may cancel or reschedule your booking by notifying us as early as possible. The amount you must pay, if any, will depend on the notice given and whether costs have already been incurred. Where a deposit has been taken, it may be retained to cover administration, allocated crew time, route planning, or other losses caused by the cancellation, to the extent permitted by law.

If you cancel a Man And Van Woolwich booking with short notice, or if we arrive at the agreed location and cannot carry out the work because you or your representative is not present, this may be treated as a late cancellation or no-show. In such cases, we may charge a reasonable fee reflecting the time reserved, travel costs, and lost opportunity to accept other work.

We may cancel or postpone a job if circumstances make performance impractical or unsafe, including severe weather, vehicle failure, staff illness, road closures, or information supplied by you proving materially inaccurate. If we cancel for reasons within our control, we will seek to offer an alternative date or refund any payment made for the cancelled portion of the service, subject to any work already completed.

Where a booking is postponed by agreement, any prior quote may need to be reviewed if the service date changes significantly or if the volume, access, or conditions alter. We will act reasonably when considering rebooking requests, but we cannot guarantee the same time slot will remain available. Customers are encouraged to provide immediate notice of any change affecting the move.

4. Customer Responsibilities

You are responsible for preparing items for transport unless we have agreed to pack or prepare them. This includes removing loose contents from drawers, securing doors, disconnecting appliances if safe and appropriate, and ensuring fragile items are suitably protected. We may refuse to move items that are improperly packed, dangerous, prohibited, or likely to cause damage to other goods, the vehicle, or our staff.

The customer must ensure that all items are legally owned by them or that they are authorised to arrange their transport. You must not ask us to move anything unlawful, hazardous, contaminated, stolen, or prohibited. If we reasonably suspect a breach of law or safety rules, we may refuse the item or terminate the service without liability for resulting delay or inconvenience.

For heavy or awkward items, you should tell us in advance so that suitable manpower and equipment can be planned. If stairs, narrow entrances, restricted parking, or long carrying distances are involved, you must disclose these details before the job starts. Failure to do so may lead to revised charges or refusal to continue where safety or practicality is compromised.

5. Liability and Damage

We will take reasonable care when handling your items and property, but our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, items that are already fragile or inadequately packed, or loss caused by circumstances outside our reasonable control. Any claim for damage must be reported promptly and supported by reasonable evidence.

If damage occurs as a direct result of our negligence, our liability will generally be limited to the lower of the repair cost, the replacement cost, or the value of the affected item, subject to any exclusions in these terms and any applicable law. We do not accept liability for indirect loss, loss of profit, loss of business, missed deadlines, or any consequential losses arising from the service.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If your items are especially valuable, sentimental, or irreplaceable, you should arrange suitable insurance cover before the move. We may decline to transport certain high-value goods unless prior written agreement has been made.

We are not liable for damage caused by inadequate access, defective stairs, weak flooring, hidden structural issues, or instructions given by you that we reasonably follow. If you request that items be moved in a way that increases the risk of damage, you do so at your own risk and may be asked to sign a waiver or confirmation of instruction where appropriate.

6. Waste Regulations and Prohibited Items

When a booking includes disposal, clearance, or removal of unwanted items, the customer must ensure that the waste presented for collection is accurately described and lawfully disposable. We will only handle waste in accordance with applicable UK waste legislation, environmental rules, and duty of care requirements. You must not place us in a position where waste is misdescribed, fly-tipped, or mixed with prohibited materials.

We may ask for details of the waste type, origin, and destination to ensure compliance with the law. If a job includes trade waste, bulky household waste, electricals, metals, or mixed loads, additional checks or documentation may be required. Any waste transfer arrangements must be truthful and complete, and you may remain responsible if incorrect information leads to regulatory issues.

The following items may be refused or subject to special handling: chemicals, asbestos, gas bottles, batteries, oils, clinical waste, sharps, solvents, paint in large quantities, explosives, firearms, and any item classified as hazardous or controlled waste unless we have expressly agreed and are licensed or otherwise authorised to transport it. We may also refuse items that present contamination or a health and safety risk.

If we discover that prohibited waste has been mixed with other items, we may suspend the job, isolate the item, notify the customer, and charge any additional costs incurred. You remain responsible for ensuring that disposal requests comply with the law, including any requirement to use authorised facilities and retain appropriate records. We do not permit any activity that could amount to unlawful dumping or improper disposal.

7. Access, Delays, and Unforeseen Events

We are entitled to charge for waiting time where access is delayed beyond a reasonable period due to circumstances on your side, including missing keys, blocked entrances, parking problems, or an unavailable recipient. We may also adjust the completion time if the actual workload is greater than expected. Every effort will be made to keep the job moving efficiently and safely.

We are not responsible for delays caused by traffic congestion, roadworks, weather events, police restrictions, accidents, or other events outside our control. In such cases, we will try to keep you informed and to continue the service as soon as reasonably possible. Where performance is prevented entirely, our obligations may be suspended for the duration of the event.

If a delay or interruption materially changes the nature of the job, both parties may discuss a revised arrangement or a new booking time. Any agreed variation should be confirmed in writing where practical. The customer acknowledges that removal services can be affected by practical conditions that are not always predictable at the time of booking.

8. Complaints and Claims

If you are unhappy with any part of the service, please raise the issue as soon as possible so that we can investigate. For loss or damage claims, prompt notification is essential. You should preserve the relevant items, packaging, photographs, and any other evidence that may help establish what happened. Delayed reporting may make it harder to assess a claim fairly.

We will review complaints in good faith and may request supporting documents, images, or a description of the issue. Any remedial action offered will depend on the nature of the complaint and our findings. A complaint does not automatically entitle the customer to a refund or compensation, especially where the issue arose from customer instructions, access problems, or pre-existing defects.

We may choose, at our discretion and where appropriate, to repair, replace, re-service, or offer a partial refund in settlement of a valid claim, but any such decision will not extend beyond the liability limits set out in these terms and in applicable law. The customer agrees to cooperate reasonably with any investigation into a complaint or alleged damage.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or the service provided under them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory consumer protection rules provide otherwise. If a term is found to be unenforceable, the remainder of the terms will continue in force.

By confirming a booking for a Man and Van Woolwich service, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We may update these terms from time to time to reflect legal, operational, or pricing changes, and the version in force at the time of booking will apply unless we agree otherwise in writing. Customers are encouraged to retain a copy for their records.