Terms and Conditions
Man with Van Riddlesdown Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Riddlesdown provides removal, transport and related services. By booking 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:
1.1 "We", "us" and "our" refer to Man with Van Riddlesdown, the provider of removal and transport services.
1.2 "You" and "your" refer to the customer who requests and uses our services.
1.3 "Services" means any removal, transport, loading, unloading, packing, storage or related service we agree to provide.
1.4 "Goods" means the items you ask us to handle, transport or store.
1.5 "Job" or "Booking" means the specific service arrangement agreed between you and us, including date, time, addresses and price.
2. Scope of Services
2.1 We provide man and van services, including loading, transport and unloading of household, office and personal items, typically within Riddlesdown and surrounding areas, as well as to and from other locations within the United Kingdom as agreed.
2.2 Our services do not include specialist removals such as pianos, safes, high-value artwork, hazardous materials or industrial equipment unless expressly agreed in writing prior to the booking.
2.3 We reserve the right to refuse to carry any item that we reasonably believe may be dangerous, illegal, too heavy, inadequately packed, or likely to cause damage to the vehicle, our staff, other goods or property.
3. Booking Process
3.1 Bookings may be requested by you through our accepted communication methods. We will confirm acceptance of your booking and the details of the Job, including date, time, collection and delivery addresses, and the estimated cost.
3.2 A booking is only considered confirmed when we have expressly accepted it and you have agreed to these Terms and Conditions.
3.3 You are responsible for providing accurate and complete information when requesting a quote and making a booking. This includes details of access at both collection and delivery locations, any parking restrictions, floor levels, lift availability, the nature and quantity of goods, and any items requiring special handling.
3.4 If on arrival the actual requirements differ substantially from the information provided at the time of booking, we may adjust the price, alter the services, or in serious cases refuse to carry out the Job. In such circumstances a call-out or cancellation fee may apply.
3.5 Bookings are subject to vehicle and staff availability. We may decline a booking request without providing a reason, but will do so prior to confirmation.
4. Quotes and Pricing
4.1 Any quote provided is based on the information you give us and is usually an estimate. The final price may change if the Job takes longer than expected, if additional items are included, if there are access issues, or if other unforeseen circumstances arise.
4.2 Where pricing is based on hourly rates, the charging period begins when our team arrives at the first collection address at the agreed time and ends when the last item is unloaded at the final delivery address. Waiting time caused by you, your agents or building management may be charged as part of the hourly rate.
4.3 Where a fixed price is agreed, it will cover only the services and conditions clearly described at the time of booking. Any additional services, stops, items, or delays outside our control may result in extra charges.
4.4 Parking, tolls, congestion charges, ferry fees or other similar costs incurred while carrying out the Job may be added to your final bill unless otherwise agreed.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. We may require a deposit in order to secure the Booking. Any deposit amount and due date will be communicated to you before confirmation.
5.2 Unless otherwise agreed, the balance of payment is due on completion of the Job on the same day. We may refuse to unload goods until payment has been made in full.
5.3 We accept various payment methods, subject to availability at the time of the Job. You are responsible for ensuring that you have a valid and accepted method of payment available on the day.
5.4 If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest in accordance with applicable UK law. We may also withhold your goods until full payment of all outstanding sums has been received.
5.5 Any disputed charges must be raised with us in writing within a reasonable time. Raising a dispute does not entitle you to withhold undisputed amounts.
6. Cancellations and Amendments
6.1 If you wish to cancel or amend a Booking, you must notify us as soon as possible using our accepted communication methods.
6.2 For cancellations received more than 48 hours before the scheduled start time, any deposit paid may be refunded or applied to a future booking at our discretion.
6.3 For cancellations received between 24 and 48 hours before the scheduled start time, we may retain part or all of the deposit to cover administration and loss of booking opportunity.
6.4 For cancellations received less than 24 hours before the scheduled start time, or in the event of a no-show where our team and vehicle attend the collection address and are unable to proceed for reasons within your control, we reserve the right to charge up to the full quoted amount.
6.5 If you need to change the date, time or other details of your Booking, we will try to accommodate your request subject to availability. Changes may result in updated pricing. If an alternative slot is not available, the change may be treated as a cancellation.
6.6 We may cancel or postpone a Booking due to vehicle breakdown, staff illness, severe weather, safety concerns, or other events outside our reasonable control. In such cases we will aim to rearrange the Booking as soon as reasonably possible and any deposit paid may be transferred to the new date. We will not be liable for any consequential losses resulting from such cancellation or delay.
7. Your Responsibilities
7.1 You must ensure that access is available at both collection and delivery addresses, including suitable parking arrangements and any required permits. Any fines or charges arising from failure to secure appropriate parking may be added to your bill.
7.2 You are responsible for properly packing and protecting your goods unless we have expressly agreed to provide packing services. Items should be securely boxed where appropriate, with fragile items clearly labelled.
7.3 You must be present, or ensure that a responsible adult is present, at both collection and delivery locations to supervise, give clear instructions and check items loaded and unloaded.
7.4 You must not ask our staff to carry out tasks which fall outside the agreed scope of the Job or which may be unsafe, such as dismantling fixed installations without proper tools or training.
7.5 You must not provide or ask us to move any items prohibited under section 10 of these Terms, including hazardous or illegal goods.
8. Our Responsibilities
8.1 We will provide the Services with reasonable care and skill, using appropriately experienced staff and suitable vehicles for the type of Job booked.
8.2 We will take reasonable steps to protect your goods and property during loading, transport and unloading, subject to the limitations and exclusions set out in these Terms and Conditions.
8.3 We will make reasonable efforts to arrive at the agreed time, but any times quoted for arrival or completion are estimates only. Traffic, weather, road closures and other factors may cause delays.
8.4 We will comply with applicable UK laws and regulations relevant to the provision of removal and transport services, including waste and duty of care requirements where applicable.
9. Liability and Limitations
9.1 We are not liable for loss or damage to goods unless such loss or damage is caused by our negligence or breach of contract.
9.2 We will not be liable for:
a. Normal wear and tear, or minor marks or scratches that may occur despite reasonable care during handling and transport.
b. Loss or damage to items that are inadequately packed by you, particularly fragile or valuable goods.
c. Loss or damage arising from defects in the goods, their design, or their inherent nature, such as fragile or easily breakable items.
d. Loss of data, digital content or consequential loss resulting from damage to electronic items, computers, televisions or similar devices.
e. Any indirect, special or consequential loss, including loss of profits, loss of opportunity, or loss of enjoyment.
9.3 Our total liability for loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable market value of the specific item or items concerned, and in any event shall be limited to a reasonable overall monetary cap per Job, having regard to the nature of the service and charges.
9.4 You are responsible for arranging your own insurance cover for high-value or particularly fragile items if needed. We do not provide full replacement-value insurance as part of the standard service.
9.5 We will not be liable for any delay, failure or inability to perform our obligations where such issues arise from events beyond our reasonable control, including but not limited to extreme weather, accidents, road closures, traffic congestion, strikes, acts of government or public utilities, or acts or omissions of third parties.
9.6 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of completion of the Job. You should provide details of the item, the nature of the damage, and supporting evidence where available.
10. Prohibited and Restricted Items
10.1 We will not transport hazardous, illegal, or prohibited items. These include but are not limited to:
a. Explosives, firearms, ammunition or weapons of any kind.
b. Flammable or corrosive substances, including gas cylinders, petrol, paint, chemicals or solvents.
c. Illegal drugs, stolen goods or any items the possession or transport of which is prohibited by law.
d. Live animals, except by prior agreement and subject to appropriate conditions.
10.2 If we discover that we have unknowingly transported prohibited items, we may notify the relevant authorities and you will be responsible for any resulting costs, fines or legal consequences.
11. Waste and Disposal Regulations
11.1 We are a removal service and not a general waste disposal contractor. We will not remove household rubbish, trade waste or building debris unless this has been specifically agreed in advance and is compliant with applicable waste regulations.
11.2 Where we agree to remove items for disposal, we will do so in accordance with UK waste and environmental regulations and take reasonable steps to ensure that waste is transferred to authorised facilities.
11.3 You must not present for removal any hazardous or regulated waste, such as asbestos, chemicals, clinical waste, sharp objects, contaminated materials or similar items. Such materials must be handled by appropriately licensed specialists.
11.4 You remain responsible for any illegal or improper disposal arising from misdescription or concealment of items. If you provide waste or materials falsely represented as general household or office items, you will be liable for any fines, charges or costs we incur as a result.
12. Access, Property and Parking
12.1 You are responsible for ensuring that our vehicle can safely access and park at both collection and delivery addresses. This includes arranging any required permits or permissions from local authorities, landlords or building management.
12.2 If suitable parking is not available, we may have to park further away which can cause additional time and charges. If parking is impossible or unsafe, we may be unable to complete the Job and a cancellation or call-out fee may be charged.
12.3 While we take reasonable care when moving goods through buildings, we are not liable for pre-existing damage to floors, walls, doors or fixtures. We may suggest alternative handling methods or refuse to move items if we believe there is a high risk of property damage.
13. Timing and Delays
13.1 Any times for arrival or completion provided at the time of booking are estimates and not guaranteed. You should allow flexibility in your schedule for traffic, loading and unloading variations.
13.2 If our arrival is delayed due to circumstances within our control, we will keep you informed and will complete the Job as soon as reasonably possible.
13.3 If delays occur due to circumstances within your control, including lack of access, waiting for keys, or incomplete packing, we may charge for the additional waiting time at our standard hourly rates.
14. Complaints
14.1 If you are unhappy with any part of our service, you should raise the issue with the driver or team leader on the day where possible so that we have an opportunity to address it immediately.
14.2 If the issue is not resolved, you may submit a formal complaint in writing, providing your name, booking details, date of service and a clear description of the problem. We will review your complaint and respond within a reasonable time.
15. Privacy and Data
15.1 We will collect and use your personal information only for the purposes of managing your booking, providing our services, handling payments, and dealing with enquiries or complaints.
15.2 We will treat your information in accordance with applicable UK data protection laws and will not sell your personal details to third parties.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or any Job carried out by us, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 You and we agree that 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 provision of our services.
17. Changes to These Terms
17.1 We may update or amend these Terms and Conditions from time to time to reflect changes in law, our services or business practices.
17.2 The version of the Terms and Conditions in force at the time your Booking is confirmed will apply to that Job. Any later changes will not affect an already confirmed Booking unless required by law.
By confirming a booking with Man with Van Riddlesdown, you acknowledge that you have read, understood and agree to these Terms and Conditions.
