Man and a Van Surrey Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Surrey provides transport, moving, and related services. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Client means the person, company, or organisation booking or receiving the services.

We, us, our means Man and a Van Surrey.

Services means any transport, moving, collection, delivery, loading, unloading, packing, storage, or other services we agree to provide.

Goods means any items, belongings, furniture, equipment, or property handled or transported by us on behalf of the Client.

Order means the agreed booking for services, including date, time, vehicle type, address details, and any additional services requested.

2. Scope of Services

We provide man and van, moving, and light removal services, including the loading, transport, and unloading of Goods. Any additional tasks such as packing, disassembly, reassembly, or specialist handling must be expressly agreed at the time of booking and may incur additional charges.

We reserve the right to refuse to carry any Goods which are illegal, dangerous, hazardous, perishable, or otherwise unsuitable for transport, or which we reasonably believe may cause damage, injury, or delay.

3. Booking Process

3.1 Enquiries and quotations

All quotations are based on the information provided by the Client regarding the type and quantity of Goods, access conditions, addresses, dates, times, and any special requirements. Quotations are provided on the understanding that the information is accurate and complete.

Quotations are estimates only, unless we expressly confirm a fixed price in writing. We reserve the right to amend any quotation if the information on which it was based proves to be incomplete, inaccurate, or has changed.

3.2 Making a booking

A booking is only confirmed when we have explicitly accepted your Order. This may be by written confirmation or other clear acceptance of the booking details. We may refuse any booking at our discretion.

When making a booking, the Client must provide full and accurate details, including:

The collection and delivery addresses.

Property type and access details, including floor levels, lifts, parking, and any restrictions.

The approximate quantity, size, and nature of Goods to be moved.

Preferred date and time of the service.

Any items requiring special handling, such as fragile, valuable, bulky, or heavy items.

3.3 Changes to bookings

Any requested changes to the date, time, addresses, or scope of services must be communicated to us as early as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability.

Changes may affect the price, and we will advise you of any revised charges before proceeding. If you do not accept the revised charges, the booking may be treated as a cancellation in accordance with these Terms and Conditions.

4. Access and Parking

The Client is responsible for ensuring that suitable access and parking are available at all collection and delivery points. This includes arranging any permits or permissions required for parking or loading.

If we are delayed, prevented, or restricted in carrying out the services because of inadequate access or parking, additional waiting time, walking distance, or shuttle runs may be charged. If access is so restricted that the service cannot reasonably be performed, we may treat the booking as cancelled and charge in line with our cancellation terms.

5. Client Responsibilities

The Client is responsible for:

Ensuring that Goods are properly packed, protected, and ready for transport unless we have agreed to provide packing services.

Ensuring that all Goods to be transported are clearly identified and separated from items not to be moved.

Removing all personal documents, money, jewellery, and other valuables from the Goods before the move.

Complying with all relevant laws, regulations, and requirements, including waste and recycling rules for any items to be disposed of.

Providing accurate and complete information at the time of booking and prior to the service commencing.

A competent person must be present at both collection and delivery addresses to oversee the move, provide instructions, and check the premises on completion.

6. Payments and Charges

6.1 Pricing

Our charges may be based on hourly rates, fixed prices, or a combination of both, as agreed at the time of booking. Additional charges may apply for:

Extended waiting time.

Additional labour or vehicles required.

Stairs, long carries, or difficult access.

Special handling of heavy, bulky, or fragile items.

Work outside normal business hours, where applicable.

6.2 Payment terms

We may require a deposit to secure your booking. The balance is typically payable on completion of the service or in accordance with any agreed payment schedule. The exact payment terms will be confirmed at the time of booking.

We accept payment methods as notified to you before or at the time of service. All payments must be made in full and without deduction, set-off, or counterclaim.

6.3 Overruns and additional work

If the service takes longer than anticipated due to factors beyond our control, including but not limited to underestimated volume of Goods, delays in gaining access, or waiting for keys, we may charge for additional time and labour at our prevailing rates.

7. Cancellations and Rescheduling

7.1 Client cancellations

If you wish to cancel or reschedule your booking, you must notify us as soon as possible. Cancellation charges may apply depending on the notice given:

Where sufficient notice is given, any deposit paid may be refunded or transferred at our discretion.

Where short notice is given, we may retain part or all of the deposit, or charge a cancellation fee, to cover our costs and loss of business.

Specific notice periods and associated charges will be communicated at the time of booking and form part of these Terms and Conditions.

7.2 Our right to cancel or reschedule

We may cancel or reschedule a booking where:

We are unable to provide the service due to circumstances beyond our reasonable control, such as severe weather, accidents, vehicle breakdowns, or other operational issues.

We reasonably consider that the service cannot be carried out safely or lawfully.

The Client has provided incomplete or inaccurate information that materially affects the booking.

In such cases, we will use reasonable efforts to offer an alternative date or time. Our liability for such cancellation will be limited to any deposit or prepayment made for the affected service.

8. Liability for Loss or Damage

8.1 Our duty of care

We will take reasonable care in handling, loading, transporting, and unloading the Goods. However, our liability is subject to the limitations and exclusions set out in these Terms and Conditions.

8.2 Excluded items

We do not accept responsibility for loss of or damage to:

Cash, financial documents, jewellery, watches, precious metals, or other high-value items.

Items of sentimental value where their actual value cannot be reasonably assessed.

Mobile phones, laptops, tablets, or other electronic devices unless explicitly agreed in advance.

Perishable, hazardous, or illegal goods.

These items should not be included in the Goods and must be transported personally by the Client.

8.3 Packing and preparation

We are not liable for loss or damage arising from inadequate or improper packing by the Client or a third party. Where we have provided packing services, our responsibility extends only to items packed directly by our staff using materials supplied or approved by us.

8.4 Pre-existing damage and wear

We are not liable for:

Pre-existing damage, wear and tear, or defects in Goods.

Damage to items made of fragile or weak materials, or items that are inherently susceptible to damage.

Minor marks or scuffs that are consistent with normal handling and moving.

8.5 Limitations of liability

To the fullest extent permitted by law, our total liability for loss of or damage to Goods, whether arising in contract, tort, or otherwise, is limited to a reasonable amount having regard to the value of the Goods and the price paid for the services, and subject always to any specific limits we notify you of in advance.

We are not liable for any indirect or consequential loss, including but not limited to loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with our services.

8.6 Claims and notification

Any alleged loss of or damage to Goods or property must be reported to us as soon as reasonably possible, and in any event within a reasonable time after completion of the service. You must provide details of the incident and any supporting evidence we may reasonably require.

Failure to notify us within a reasonable period may affect our ability to investigate and process your claim.

9. Damage to Property

We will take reasonable care to avoid damage to property, including walls, floors, staircases, and fixtures, during the move. However, it is the Client's responsibility to protect areas of particular concern, such as using floor coverings or corner protectors, unless otherwise agreed.

We are not liable for damage to property where such damage arises from moving Goods in circumstances where there is a reasonably foreseeable risk, and the Client has been advised of that risk but has insisted that we proceed.

10. Waste, Disposal, and Environmental Regulations

10.1 General

Where we agree to remove items for disposal or recycling, we will do so in accordance with applicable waste management and environmental regulations. Only items that we have expressly agreed to take away will be removed.

10.2 Prohibited and restricted items

We do not handle or dispose of hazardous, toxic, or controlled waste, including but not limited to chemicals, asbestos, flammable liquids, gas cylinders, clinical waste, or similar materials. The Client must not present such items for collection as part of the Goods.

10.3 Fly-tipping and unlawful disposal

We will never knowingly dispose of items unlawfully or in a way that breaches environmental regulations. The Client must not request or encourage any unlawful disposal. If we reasonably suspect that items to be removed are intended for unlawful disposal, we may refuse to carry out that part of the service.

11. Delays and Events Beyond Our Control

We will use reasonable endeavours to adhere to agreed dates and times, but timings are approximate and can be affected by traffic, weather, roadworks, access issues, and other factors outside our control.

We are not liable for delays or failure to perform our obligations where such delay or failure is due to events beyond our reasonable control. In such circumstances, we will take reasonable steps to minimise disruption and complete the service as soon as reasonably practicable.

12. Health and Safety

We reserve the right to refuse to move any item or undertake any task that, in our reasonable opinion, could compromise the health or safety of our staff, the Client, or the public. This includes excessively heavy items, unsafe loads, or work in unsafe conditions.

The Client must ensure that the premises are safe and that any known risks are communicated to us before work begins.

13. Complaints

If you are dissatisfied with any aspect of our service, you should raise the issue with us as soon as possible, either during the move or shortly afterwards. We will review your concerns, investigate where appropriate, and aim to resolve matters promptly and fairly.

14. Privacy and Data Protection

We will handle any personal information provided to us in connection with our services in a lawful and responsible manner. We will only use your details for the purposes of managing your booking, providing services, handling payments, and communicating with you about our work, except where a different use is required or permitted by law.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

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 their subject matter.

16. General Provisions

If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, and the remaining provisions shall continue in full force and effect.

No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.

These Terms and Conditions constitute the entire agreement between the Client and Man and a Van Surrey in relation to the services provided and supersede any prior understandings, representations, or agreements, whether oral or written.