These Terms and Conditions set out the basis on which Man And A Van Surrey provides moving, transportation, and related carrying services to customers in the United Kingdom. By making a booking, accepting a quotation, or allowing a service to commence, the customer agrees to be bound by these terms. They are intended to create a clear and fair understanding of the responsibilities of both parties before, during, and after the service. If any part of these terms is not acceptable, the customer should not proceed with a booking.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Man And A Van Surrey. References to “you” and “your” mean the customer, client, or any person acting on behalf of the customer. These terms apply to domestic, commercial, and small-scale relocation services, as well as agreed item collection, delivery, loading, unloading, and other van-based transport services, unless a separate written agreement states otherwise.

Our service is designed to be flexible, but it remains subject to vehicle capacity, scheduling availability, lawful operation, and reasonable access conditions. By booking with us, you confirm that all information supplied is accurate and complete to the best of your knowledge. Any false, incomplete, or misleading information may affect pricing, timing, performance, or the continuation of the service.

Booking Process
Bookings may be made by phone, email, online form, or other approved method. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit, payment, or written confirmation. We may ask for details about the items to be moved, pick-up and delivery locations, floor access, parking restrictions, stairs, lift availability, and any special handling requirements. This information helps us assess suitability and provide an accurate quotation.

Any quotation is based on the information supplied at the time of enquiry. If the actual job differs from the description given, we may revise the price, alter the vehicle, adjust the number of operatives, or change the service time. Examples include additional items, increased volume, heavier loads, difficult access, waiting time, or unexpected delays. The customer is responsible for ensuring that the quoted details are accurate and for informing us immediately of any changes.

We will use reasonable efforts to attend at the agreed time and date; however, times are estimates and may be affected by traffic, weather, road closures, incidents, prior bookings, or matters beyond our control. Where practicable, we will keep the customer informed of any significant delay or rescheduling requirement. A booking may be refused or cancelled by us if the job is unsafe, unlawful, impracticable, or outside the scope of our service.

Payments and Charges
All charges will be confirmed in advance where possible and may be based on hourly rates, fixed prices, mileage, waiting time, parking costs, congestion or access charges, additional labour, or other agreed factors. Unless otherwise stated, prices are exclusive of VAT or other applicable taxes where relevant. Any estimate provided before the job starts is not a guarantee of the final price if the actual service differs materially from the booking details.

Payment is due in accordance with the invoice or agreed booking terms. Unless we agree otherwise in writing, payment must be made on completion of the job or before delivery is released. We may require a deposit or part-payment to secure the booking, particularly for larger jobs, weekend work, urgent appointments, or services involving extended travel. Deposits may be non-refundable where stated at the time of booking and where costs have already been incurred.

If payment is not made when due, we reserve the right to suspend further work, retain goods where lawful and appropriate, or charge reasonable recovery costs and interest where permitted by law. The customer remains responsible for all sums properly due under the booking, including additional charges arising from changes to the scope of work, waiting periods, failed access, or inaccurate information provided before the service.

Cancellations or amendments should be made as early as possible. If the customer cancels with reasonable notice, we may refund any amount paid after deducting legitimate costs already incurred. These may include planning time, fuel, staff allocation, and non-recoverable expenses. For cancellations made shortly before the agreed start time, a partial or full cancellation charge may apply depending on the circumstances and the resources reserved for the job.

If the customer is not present, cannot provide access, or fails to make the goods available at the agreed time, we may treat the booking as a late cancellation or failed attendance. In such cases, we may charge a call-out fee, waiting time, or the full booked amount where the vehicle, labour, or time has been reserved and cannot reasonably be reallocated. We are not liable for delays caused by the customer’s failure to prepare the items or secure access.

We may also cancel or reschedule a booking where required for safety, legal compliance, vehicle breakdown, adverse weather, staff illness, or other operational reasons. If we cancel a booking and the cancellation is not caused by the customer’s conduct or breach, we will use reasonable efforts to offer an alternative date or refund any payment received for the affected service, subject to any lawful deduction for work already completed.

Where items are to be collected or delivered, the customer must ensure they are ready, properly packed, and suitable for transport. Fragile, hazardous, perishable, valuable, or unusually heavy goods must be declared in advance. We may refuse to carry items that are unsafe, unlawful, improperly packed, or beyond the safe capacity of the vehicle or our operatives. We also reserve the right to stop the service if the job conditions become unsafe or materially different from those agreed.

The customer is responsible for obtaining any necessary permissions, permits, or building approvals required for parking, loading, unloading, or access. We may rely on the customer’s instructions regarding item locations, access routes, and delivery arrangements. If third-party premises impose restrictions, such as narrow entrances, stair-only access, or loading bay limitations, the customer must tell us in advance. Any additional time or labour caused by such conditions may be charged accordingly.

Liability and Limits of Responsibility
We will take reasonable care in performing the service and handling goods, but our liability is limited to the extent permitted by law. 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 lawfully be excluded under UK law. Subject to that, we are not responsible for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.

Our liability for loss or damage to goods is limited to the lower of the actual repair or replacement cost and any applicable insurance cover, unless a higher level of cover has been agreed in writing and paid for. We are not liable for damage caused by inadequate packing, inherent defect, pre-existing condition, or the customer’s failure to secure loose parts. Customers should ensure that breakable, antique, electronic, or high-value items are suitably protected and declared before transport.

We are not responsible for delays or failure to perform caused by events outside our reasonable control, including severe weather, road traffic incidents, police action, strikes, industrial action, civil disturbance, fire, flood, or public authority restrictions. Where an event beyond our control affects the service, we will use reasonable efforts to minimise disruption, but we shall not be liable for resulting losses where performance is prevented or delayed by that event.

Where we agree to dismantle, assemble, or re-position items, we will do so with reasonable care, but we do not accept responsibility for hidden defects, manufacturer faults, weak fixings, or damage arising from prior wear and tear. If a customer insists that a risk warning be ignored, or instructs us to proceed in a manner we consider unsafe, we may refuse that part of the work without liability.

Waste Regulations
If the service includes removal of waste, unwanted items, or disposal-related transport, the customer must accurately describe the materials in advance. We only handle waste in accordance with applicable UK waste laws and regulations. It is the customer’s duty to ensure that the waste transfer is lawful and that the items are not prohibited, hazardous, or misdescribed. We may request information about the origin, nature, and destination of waste to support compliance.

We will not knowingly transport or dispose of controlled, dangerous, or illegal materials, including but not limited to asbestos, medical waste, chemicals, pressurised containers, explosives, or items that require specialist licensing. If such materials are discovered after booking, we may refuse the collection or terminate the service without liability. Any waste must be presented in a safe manner, with packaging and loading arrangements suitable for lawful carriage and handling.

Where required, we may issue or rely on waste transfer documentation, records, or declarations. The customer agrees to cooperate fully and provide any information reasonably needed to comply with legal obligations. If incorrect information is supplied and we incur cost, penalty, delay, or enforcement action as a result, the customer shall be responsible for those losses to the extent permitted by law. We reserve the right to reject any collection that could compromise legal compliance or environmental responsibilities.

Customers must not ask us to dispose of items that should be taken to a regulated facility, handled by a licensed operator, or managed under specific legal controls, unless we have explicitly agreed to do so and are properly authorised. We may separate reusable items, general waste, and recyclable materials where practical, but we make no guarantee of recycling outcomes unless specifically stated in writing. Our service is limited to the scope agreed at booking and does not include unlawful disposal under any circumstances.

Customer Responsibilities
You must ensure that any property, building, or location involved in the service is accessible at the agreed time. This includes arranging parking where possible, obtaining keys or codes, and ensuring that lifts, corridors, stairways, and loading areas are available. You must also make sure that goods are owned by you or that you have the authority to instruct us to move them. We are entitled to rely on your authority and instructions unless there is obvious reason to doubt them.

The customer must remove or secure personal data, confidential papers, and removable media before transport if these are not intended to be moved. We do not accept responsibility for the content of documents, files, devices, or containers unless agreed in advance and handled under a separate written arrangement. If the service involves office or business goods, the customer must ensure compliance with any internal policies, data protection requirements, or asset-handling procedures that apply to those items.

We may refuse to move items that appear contaminated, unsafe, illegally acquired, or likely to cause harm to persons, property, or the vehicle. If any item causes contamination or requires special cleaning, the customer will be responsible for the reasonable cost of decontamination, repair, or replacement, except where the issue was caused by our negligence. Any marks, scratches, or minor cosmetic effects resulting from ordinary loading or transport, where reasonable care has been taken, do not automatically amount to a breach of contract.

Claims and Complaints
Any claim for loss, damage, or missing items should be reported as soon as reasonably practicable and, in any event, within a reasonable time after completion of the service. Supporting evidence, such as photographs, invoices, item descriptions, or other records, may be requested. We will review any complaint in good faith and may offer inspection, repair, partial reimbursement, or another appropriate remedy where we consider it justified and consistent with our legal obligations.

If a matter cannot be resolved informally, the parties agree to act reasonably and attempt to resolve the dispute promptly. The customer must not withhold payment for undisputed sums while a separate complaint is being assessed, unless required by law or agreed in writing. Any set-off or deduction from payment must be lawful and properly justified. These terms do not affect statutory rights that cannot be excluded or restricted.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a later version is expressly agreed in writing. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall be treated as a waiver of that right.

Nothing in these terms creates a partnership, agency, or employment relationship between us and the customer. Any third party who is not a party to the booking has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term, unless we expressly agree otherwise in writing. The customer may not transfer or assign their rights or obligations under the booking without our prior written consent.

The service is provided on the understanding that the customer has read, understood, and accepted these terms before the work begins. If there is any conflict between a written quotation and these terms, the quotation will apply only to the extent of the specific inconsistency and otherwise these terms will continue to govern the relationship. For clarity, any special conditions agreed in writing will override the general terms only where expressly stated.

Governing Law
These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where another forum is required by mandatory legal provisions. This legal framework applies to all services supplied under the name Man And A Van Surrey.

By booking our service, the customer acknowledges that the moving or transport arrangement has been entered into on these terms and that the customer is responsible for reading them carefully. The terms are intended to be fair, proportionate, and consistent with the nature of a professional van service. They should be interpreted in a manner that supports lawful, safe, and efficient performance for both parties.

If you proceed with a booking, you confirm acceptance of these Terms and Conditions for Man And A Van Surrey and agree that they form the basis of the service contract between us and you. Any matter not expressly covered here will be dealt with in accordance with applicable UK law and standard principles of contract law.