Man with Van Whitechapel Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Whitechapel provides man and van and removal services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

1.1 "Company" means Man with Van Whitechapel, the provider of the man and van and removal services.

1.2 "Customer" means the person, firm or organisation booking or using the services of the Company.

1.3 "Services" means any man and van, removal, loading, unloading, packing, transportation, or related services provided by the Company.

1.4 "Goods" means any items, belongings, furniture, boxes, or other property transported or handled by the Company on behalf of the Customer.

1.5 "Booking" means a confirmed request for Services made by the Customer and accepted by the Company.

1.6 "Service Area" means the areas within the United Kingdom in which the Company agrees to provide Services, including Whitechapel and surrounding locations.

2. Scope of Services

2.1 The Company offers man and van and removal services, including local and regional transport of Goods, loading and unloading of vehicles, and, where agreed in advance, assistance with packing and unpacking.

2.2 The Company does not provide professional disconnection or reconnection of appliances, plumbing works, electrical works, or any service which by law must be carried out by a qualified or certified professional.

2.3 Any guidance given regarding parking, access, or property conditions is provided for convenience only and does not form part of these Terms and Conditions. The Customer remains responsible for ensuring that the collection and delivery addresses are accessible for a van and that suitable parking is available.

3. Booking Process

3.1 Bookings may be requested via the Company’s chosen communication methods as advised on its main information materials. A Booking is only confirmed once the Company has accepted the request and, where applicable, the Customer has paid any required deposit.

3.2 When making a Booking, the Customer must provide accurate and complete information, including:

(a) Full collection and delivery addresses.

(b) Details of access at both addresses, including floor levels, lifts, stairs, and any restrictions.

(d) Any items requiring special handling, such as fragile or high-value Goods.

3.3 The Company relies on the information provided by the Customer to estimate time, vehicle size, and cost. If the information is incomplete or inaccurate, the Company reserves the right to adjust the fee, change vehicle allocation, or decline to provide the Services.

3.4 The Customer must notify the Company as soon as possible of any changes to the Booking details, including dates, addresses, access arrangements, or the volume of Goods. Changes are subject to availability and may result in additional charges.

4. Prices and Payments

4.1 The Company will provide the Customer with a price or rate based on the information supplied at the time of Booking. Prices may be quoted as a fixed fee, hourly rate, or a combination of both.

4.2 Unless otherwise stated in writing, quoted prices do not include congestion charges, tolls, parking charges, or charges for delay due to circumstances beyond the Company’s control. These additional costs may be added to the final invoice.

4.3 The Company reserves the right to require a deposit to secure a Booking. Details of the deposit amount and due date will be notified to the Customer at the time of Booking.

4.4 Deposits are generally non-refundable except where the Company cancels the Booking without offering a reasonable alternative, or where required by applicable law.

4.5 Unless otherwise agreed in writing, payment for the Services is due in full upon completion of the removal or, if requested by the Company, before the vehicle is unloaded at the delivery address.

4.6 The Company accepts payment by the methods it specifies from time to time. The Customer is responsible for ensuring that cleared funds are available at the time payment is due.

4.7 If payment is not made when due, the Company may refuse to unload the Goods until payment is received, may retain the Goods as security, or may take any lawful steps to recover the unpaid amount, including the use of debt recovery procedures. The Customer will be liable for any reasonable costs of recovery.

5. Cancellations and Changes

5.1 The Customer may cancel a Booking by giving notice to the Company. The effective date of cancellation is the date on which the Company receives the notice.

5.2 The following cancellation charges may apply:

(a) Cancellation more than 72 hours before the agreed start time: the Company may retain all or part of the deposit to cover administrative costs.

(b) Cancellation within 24 to 72 hours of the agreed start time: the Company may charge up to 50 percent of the agreed price.

(c) Cancellation within 24 hours of the agreed start time or failure of the Customer to be present or provide access at the agreed time: the Company may charge up to 100 percent of the agreed price.

5.3 Any request to change the date, time, or details of a Booking will be subject to availability. If the Company cannot accommodate the requested change, the original Booking will remain in place unless cancelled under clause 5.2.

5.4 The Company reserves the right to cancel or postpone a Booking due to circumstances beyond its reasonable control, including but not limited to extreme weather, road closures, vehicle breakdown, illness, accidents, or legal restrictions. In such cases, the Company will, where possible, offer an alternative date or time. If no reasonable alternative can be agreed, any deposit paid for that Booking will be refunded.

6. Customer Responsibilities

6.1 The Customer is responsible for:

(a) Ensuring that all Goods are properly packed, secured, and ready for transport, unless packing services have been specifically agreed.

(b) Ensuring that fragile or high-value items are clearly marked and brought to the attention of the Company before loading.

(c) Ensuring that all items to be moved are available at the collection address and that no items are taken or left in error.

(d) Providing safe and suitable access to the property at both collection and delivery points, including adequate parking and any necessary permissions or permits.

(e) Complying with all legal and regulatory requirements relating to the Goods and the premises.

6.2 The Customer must not request the Company to carry, and must not knowingly allow the Company to carry, any Goods that are dangerous, illegal, perishable, explosive, or otherwise unsuitable for transport, including but not limited to firearms, drugs, flammable liquids, or items prohibited by law.

6.3 If the Company discovers or reasonably suspects that Goods are of a prohibited or dangerous nature, the Company may refuse to transport them, may remove or dispose of them, and may notify appropriate authorities where required by law.

7. Waste Regulations and Disposal

7.1 The Company is not a general waste disposal business and will not remove household rubbish, builders waste, hazardous materials, or any items which would require a specific waste carrier licence or special handling under UK waste regulations, unless expressly agreed in writing.

7.2 Where the Company agrees to remove unwanted items, the Customer confirms that they have the right to dispose of such items and that the items are not hazardous, regulated, or prohibited.

7.3 Any disposal of Goods will be carried out in accordance with applicable UK waste and environmental regulations. The Company may charge additional fees for disposal services, which will be agreed with the Customer where reasonably possible before disposal takes place.

7.4 The Customer remains responsible for any fines, penalties, or claims arising from the nature or content of the items provided for removal or disposal, where those issues were not disclosed to the Company in advance.

8. Liability and Limitations

8.1 The Company will take reasonable care in handling and transporting the Customer’s Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this clause.

8.2 The Company will not be liable for loss or damage arising from:

(a) Incorrect or inadequate packing by the Customer.

(b) Normal wear and tear, scratching, scuffing, or minor marks occurring during ordinary handling.

(d) Pre-existing defects, weaknesses, or conditions in the Goods which are not reasonably apparent to the Company at the time of handling.

(e) Acts or omissions of the Customer or any person acting on the Customer’s behalf.

(f) Delays caused by traffic, road conditions, weather, or other events beyond the Company’s reasonable control.

8.3 Unless otherwise required by law, the Company’s total liability for loss of or damage to Goods in a single Booking shall not exceed a reasonable market value of the affected items, subject to an overall monetary cap as notified by the Company from time to time, or, if no cap is notified, a fair and proportionate amount taking into account the fees paid for the Services.

8.4 The Company will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress arising from performance of the Services.

8.5 The Company does not exclude or limit liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited.

8.6 If the Customer wishes to insure Goods for a higher value or for risks beyond those covered by this clause, the Customer is responsible for arranging appropriate insurance in their own name.

9. Claims and Complaints

9.1 Any visible loss of or damage to Goods should be reported to the Company as soon as reasonably possible, preferably at the time of delivery or within 48 hours of completion of the Services.

9.2 Any complaint or claim relating to the Services should be made in writing, providing full details of the Booking, the issues complained of, and any evidence such as photographs.

9.3 The Company will investigate complaints and, where appropriate, may request additional information or an opportunity to inspect any alleged damage. The Customer must cooperate reasonably with such investigations.

9.4 Any claim for compensation will be assessed in accordance with these Terms and Conditions, applicable law, and the evidence provided. The Company may offer repair, reasonable replacement, or financial compensation as appropriate and at its discretion, subject to statutory rights.

10. Delays and Access Issues

10.1 The Company will use reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by traffic, weather, road works, or other circumstances beyond the Company’s control.

10.2 The Customer should allow reasonable flexibility around arrival and completion times and is responsible for arranging access to the premises for the duration of the Services.

10.3 If the Company is delayed in starting or completing the Services due to factors caused or contributed to by the Customer, including lack of access, lack of parking, incomplete packing, or additional items not previously disclosed, the Company may charge for waiting time or additional time at the agreed hourly rate or reasonable equivalent.

11. Parking, Fines, and Permits

11.1 The Customer is responsible for arranging and, where necessary, paying for suitable parking at both the collection and delivery addresses.

11.2 The Customer must inform the Company of any parking restrictions or requirements for permits in advance. Where the Customer cannot arrange permits, the Customer must notify the Company so that any alternative arrangements can be discussed.

11.3 If the Company receives a parking fine or similar penalty as a direct result of following the Customer’s instructions or parking where the Customer has directed or confirmed permission, the Customer may be required to reimburse the Company for the amount of the fine and any reasonable associated costs.

12. Subcontracting

12.1 The Company may, at its discretion, use subcontractors or agents to perform all or part of the Services, provided that the Company remains responsible to the Customer for the proper performance of the Services.

12.2 These Terms and Conditions shall also apply for the benefit of any subcontractor or agent used by the Company to the extent necessary to enable them to rely on them as if they were the Company.

13. Privacy and Data

13.1 The Company will collect and use personal data about the Customer as necessary to arrange and provide the Services, to take payment, and to comply with legal obligations.

13.2 The Company will take reasonable steps to keep such data secure and will not sell personal data to third parties. Data may be shared with subcontractors or service providers solely for the purpose of performing the Services or processing payments.

13.3 The Customer has rights in relation to their personal data under applicable data protection laws. Further details may be made available on request.

14. Governing Law and Jurisdiction

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

14.2 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 the Services, subject to any rights the Customer may have as a consumer to bring proceedings in another jurisdiction under applicable law.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.

15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

15.3 The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for business operations, provided that this does not materially reduce the level of service to the Customer.

15.4 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous written or oral agreements, understandings, or arrangements between them relating to the same subject matter, except for any mandatory rights provided by law.

15.5 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking, unless a change is required by law or mutually agreed in writing.