Terms and Conditions
Man with Van Marylebone Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Marylebone provides removal, transport and associated services within the United Kingdom. By placing a booking with us, you agree that these Terms and Conditions form the entire agreement between you and Man with Van Marylebone, unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
1.1 "Company" means Man with Van Marylebone, the service provider of man and van, removals and related services.
1.2 "Customer" means the person, firm or organisation booking the services of the Company.
1.3 "Services" means any removal, transportation, loading, unloading, packing, unpacking or related services provided by the Company.
1.4 "Goods" means all items, property or belongings that are the subject of the Services.
1.5 "Service Area" means the locations within which the Company offers its services, primarily Marylebone and surrounding districts, as well as other areas agreed at the time of booking.
1.6 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions.
2. Scope of Services
2.1 The Company provides man and van, removals and light transport services within the UK, including household moves, office relocations, student moves, small-scale deliveries and related assistance.
2.2 The specific Services to be provided, including collection and delivery addresses, dates, times, vehicle size and any additional labour, shall be set out and agreed at the time of booking.
2.3 Any additional services requested on the day of service, such as extra stops, extended loading time, or additional labour, are subject to vehicle and staff availability and may incur additional charges.
3. Booking Process
3.1 Bookings may be made by the Customer through any authorised communication method offered by the Company at the time. The Company will confirm acceptance of a booking by issuing a confirmation, which may be provided verbally or in writing.
3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including:
(a) full collection and delivery addresses, including any access restrictions;
(b) date and preferred time of the move;
(c) an accurate description and approximate volume of the Goods;
(d) details of any fragile, high-value, bulky or heavy items;
(e) any parking, loading or access constraints at either location.
3.3 The price quoted is based on the information provided by the Customer at the time of booking. The Company reserves the right to amend the price if the information provided proves to be incomplete, inaccurate or misleading.
3.4 Bookings are not deemed confirmed until the Customer has accepted the quote and, where applicable, paid any required deposit or provided card details as security in accordance with these Terms and Conditions.
4. Access, Parking and Restrictions
4.1 The Customer is responsible for ensuring there is suitable access for the Company’s vehicle at both the collection and delivery addresses, including any necessary parking permits or permissions.
4.2 Where parking restrictions apply, the Customer must secure an appropriate permit or voucher from the local authority or property management, where required. Any parking fines or penalties incurred due to the Customer’s failure to obtain the necessary authorisation may be added to the Customer’s final invoice.
4.3 The Customer must notify the Company of any access challenges, including narrow streets, low bridges, restricted entrances, internal staircases, lack of lifts, or height or weight limits for vehicles. Failure to do so may result in additional charges or an inability to complete the Services as scheduled.
5. Customer Responsibilities
5.1 The Customer shall ensure that all Goods are adequately and safely packed, unless packing services are explicitly included in the Contract.
5.2 The Customer is responsible for dismantling and reassembling furniture, disconnecting and reconnecting appliances, and securing any loose parts, unless such services are agreed in advance and may be subject to additional charges.
5.3 The Customer must be present, or represented by an authorised person, at the collection and delivery addresses throughout the performance of the Services, to direct the placement of items and sign any relevant documentation.
5.4 The Customer must ensure that no Goods to be moved include any prohibited or hazardous items, including but not limited to explosives, flammable materials, illegal substances, firearms, or any items that contravene waste and transport regulations.
6. Payments and Charges
6.1 The Customer agrees to pay the charges quoted by the Company, subject to any adjustments for additional services, waiting time, or changes in scope as described in these Terms and Conditions.
6.2 Charges may be calculated based on hourly rates, fixed prices, distance, size of vehicle, number of staff required, or a combination of these factors, as specified in the booking confirmation.
6.3 The Company may require a deposit or pre-authorisation prior to the date of service. Any such requirement will be communicated at the time of booking.
6.4 Payment is due in full upon completion of the Services, unless otherwise agreed in writing in advance. The Company may accept various payment methods as communicated to the Customer, subject to change from time to time.
6.5 If payment is not received when due, the Company reserves the right to charge reasonable interest on overdue amounts and recover any costs incurred in seeking payment.
7. Cancellations and Amendments
7.1 The Customer may cancel or amend a booking by providing notice to the Company as early as possible.
7.2 Where the Customer cancels a booking, the Company reserves the right to charge a cancellation fee, which may vary depending on the notice period provided:
(a) If cancellation is made more than 48 hours before the agreed start time, the Company may cancel without charge or with a nominal administration fee.
(b) If cancellation is made within 24 to 48 hours of the agreed start time, up to 50 percent of the quoted charge may be payable.
(c) If cancellation is made within 24 hours of the agreed start time, the full quoted charge may be payable.
7.3 Changes to the date, time, addresses or required Services are subject to availability and may result in a revised quote. The Company is not obliged to accommodate changes requested at short notice.
7.4 In the event of extreme weather, road closures, vehicle breakdowns, staff illness or other circumstances beyond the Company’s reasonable control, the Company may need to cancel or reschedule the Services. In such cases, the Company will endeavour to notify the Customer as soon as practicable and offer an alternative date or refund any deposit paid. The Company shall not be liable for any indirect or consequential loss arising from such cancellation or delay.
8. Waiting Time and Additional Work
8.1 If the Company’s staff or vehicles are required to wait due to delays beyond the Company’s control, including lack of access, keys not being available, or delays in loading or unloading caused by the Customer or third parties, waiting time may be charged at the applicable hourly rate.
8.2 If additional work is required that was not included in the original booking, such as extra items, additional stops, or prolonged loading or unloading times, the Company may charge for this work at its standard rates.
9. Liability and Exclusions
9.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this clause.
9.2 The Company’s total liability for loss of or damage to Goods, whether caused by negligence, breach of contract or otherwise, shall not exceed a reasonable and proportionate sum having regard to the value of the Goods and the charges paid for the Services, subject to any statutory rights.
9.3 The Company shall not be liable for:
(a) loss or damage arising from the Customer’s failure to adequately pack or protect Goods, unless packing services were provided by the Company;
(b) loss or damage to fragile items such as glass, china, ceramics, artwork, electronics or musical instruments, unless they have been properly packed and the Company has accepted responsibility for them in writing;
(c) loss or damage to the internal workings of electrical or mechanical items where no external damage is evident;
(d) loss or damage arising from disassembly or reassembly of furniture or appliances performed at the Customer’s request;
(e) pre-existing damage, wear and tear, or deterioration;
(f) loss of data, digital content, or similar intangible items;
(g) any indirect or consequential loss, including loss of profit, loss of enjoyment, or any costs incurred due to delays.
9.4 The Customer is encouraged to arrange appropriate insurance cover for Goods of high value or particular sensitivity. The Company does not provide insurance advice.
9.5 Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and in any event within 7 days of completion of the Services. The Customer must provide reasonable evidence of loss or damage and permit the Company to inspect the Goods and any affected premises.
10. Limitations on Goods Carried
10.1 The Company reserves the right to refuse to carry any Goods which, in its reasonable opinion, are dangerous, illegal, excessively heavy, not properly packed, or otherwise unsuitable for transport.
10.2 The Customer must disclose in advance any particularly valuable items, such as jewellery, cash, important documents, or items of exceptional sentimental or financial value. The Company may recommend that such items be transported separately by the Customer.
11. Waste and Disposal Regulations
11.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste carrier and will not remove household refuse, builders’ waste or hazardous materials unless specifically agreed and appropriately licensed.
11.2 The Customer must not present any items for removal that are considered regulated or hazardous waste, including chemicals, solvents, paints, batteries, asbestos, gas cylinders or clinical waste.
11.3 Where the Company agrees to dispose of unwanted items on behalf of the Customer, it will do so in compliance with relevant waste disposal regulations. The Customer may be charged for any disposal fees, recycling centre charges or additional labour required.
11.4 The Customer is responsible for ensuring that any items presented for disposal lawfully belong to them and are not subject to retention of title, disputes or legal restrictions.
12. Property Damage
12.1 The Company will take reasonable care to avoid damage to the Customer’s property, including walls, floors, staircases, doors and fixtures, during the provision of the Services.
12.2 The Customer must ensure that floors, carpets and delicate surfaces are protected where necessary and must notify the Company of any particular vulnerabilities or restrictions at the property.
12.3 Any alleged damage to property must be reported to the Company as soon as practicable and in any event within 48 hours of completion of the Services, with supporting evidence.
13. Complaints and Dispute Resolution
13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company at the earliest opportunity, preferably on the day of service so that immediate steps can be taken where possible.
13.2 The Company will investigate any complaint and may request further information or evidence from the Customer. The Company will aim to respond within a reasonable timeframe and seek a fair resolution.
13.3 Nothing in this clause affects the Customer’s statutory rights under UK consumer law, where applicable.
14. Data Protection and Privacy
14.1 The Company may collect and process personal information about the Customer for the purposes of handling enquiries, taking bookings, providing Services, processing payments and complying with legal obligations.
14.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary to perform the Services, process payments, enforce the Contract, or where required by law.
15. Use of Subcontractors
15.1 The Company reserves the right to use trusted subcontractors or partner firms to carry out all or part of the Services, particularly during busy periods or for moves outside the usual service area.
15.2 Where subcontractors are used, the Company will remain responsible for the performance of the Contract, subject to these Terms and Conditions.
16. Variation of Terms
16.1 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 Contract.
16.2 Any variation to these Terms and Conditions must be agreed in writing by the Company.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any Contract between the Company and the Customer, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 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 provided, subject to any mandatory rights the Customer may have to bring proceedings in another jurisdiction under consumer protection laws.
By proceeding with a booking and using the Services of Man with Van Marylebone, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
