West Hampstead Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which West Hampstead Man And Van provides moving, transport, and related services to customers in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear understanding of the service, the responsibilities of both parties, and the limits of liability. These terms apply to domestic and commercial bookings unless otherwise agreed in writing.

The wording below should be read carefully before confirming any service. It explains how bookings are made, how charges are calculated, when payment is due, what happens if a booking is changed or cancelled, and how claims are handled. It also sets out requirements relating to waste, prohibited items, and compliance with UK law. In these terms, “we”, “us”, and “our” refer to West Hampstead Man And Van, and “you” refers to the customer.

These terms are intended to be fair and transparent. They do not affect any rights you may have under applicable consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force.

1. Booking process

A booking is only confirmed once we have accepted your request and provided confirmation in writing or by other recorded means. Quotes are usually based on the information supplied at the time of enquiry, including the volume of items, access conditions, parking availability, distance to be travelled, labour required, and any additional services requested. It is your responsibility to provide accurate and complete information so that we can allocate the appropriate vehicle, crew, and time.

Where the details of the job change after confirmation, we may revise the quotation, timing, or service plan. This may include circumstances such as extra items, difficult access, stairs, delays in loading, restricted parking, or the need for dismantling, reassembly, or handling of unusually heavy goods. Man and van services are priced to reflect the scope of the work agreed in advance, and changes may affect the final cost.

We reserve the right to refuse or cancel a booking if the service requested is unsafe, illegal, unsuitable, or materially different from the information provided. If you are booking on behalf of another person, you confirm that you have authority to accept these terms for them. Any estimate of time is approximate only, as traffic, weather, access issues, and the length of previous jobs may affect arrival or completion times.

2. Payments

Unless otherwise agreed, payment is due on completion of the service, or in advance where a deposit or prepayment has been requested. We may require a deposit to secure a booking, especially for larger jobs, weekend work, or assignments requiring specialist arrangements. Accepted payment methods will be confirmed at the time of booking. The customer remains responsible for ensuring that payment is made in full and without delay.

All prices are stated in pounds sterling and may be subject to VAT where applicable. Any quoted price assumes the job proceeds on the basis originally described. If extra labour, waiting time, additional journeys, storage, parking costs, congestion charges, tolls, or disposal fees arise, these may be added to the final invoice where reasonable and appropriate. We may also charge for failed attendance caused by inaccurate information or circumstances within your control.

Where payment is not made when due, we reserve the right to suspend further services, retain goods within the limits of the law, or recover sums owed through lawful means. Late payment may also attract interest and reasonable collection costs where permitted. Any dispute about an invoice should be raised promptly and in good faith, with supporting detail where available. The undisputed part of any invoice should still be paid on time.

3. Cancellations and rescheduling

We understand that plans can change, and we will try to accommodate reasonable amendments where possible. However, cancellations or rescheduling requests may be subject to notice requirements and charges, particularly where a vehicle, crew, or specialist resources have already been allocated. A cancellation made shortly before the agreed time may result in a fee reflecting the loss of work and costs incurred.

If you need to alter the booking, you should tell us as soon as reasonably possible. We may offer alternative dates or times subject to availability. If we arrive at the agreed location and cannot carry out the service because of access problems, absence of the customer, unsafe conditions, or failure to provide accurate instructions, the booking may be treated as a late cancellation or failed job and charged accordingly.

If we must cancel or postpone for reasons beyond our control, including severe weather, vehicle breakdown, staff illness, road closures, or other operational difficulties, we will use reasonable efforts to notify you quickly and rearrange the service. Our liability in such cases is limited to the amount paid for the affected booking, subject to the other limitations in these terms.

4. Customer responsibilities

You must ensure that all items to be moved are ready for collection at the agreed time and that access is safe, lawful, and sufficient for the work to proceed. This includes arranging parking permissions where needed, protecting vulnerable surfaces where appropriate, and ensuring that items are properly packed if you have not requested packing assistance. You should also disclose any item that is fragile, valuable, hazardous, awkwardly shaped, or likely to need special handling.

We may refuse to move items that are unsafe, unfit for transport, excessively heavy without prior agreement, or likely to cause damage to property or persons. You must not include prohibited goods, including illegal substances, stolen items, weapons, explosives, biohazards, or items that require specialist licensing unless we have expressly agreed to do so and it is lawful to transport them. The customer is responsible for any loss, fine, or penalty arising from undisclosed prohibited goods.

5. Liability and damage

We will take reasonable care when handling your goods, but the service is provided on a limited-liability basis in accordance with these terms and applicable law. We are not responsible for loss or damage caused by events outside our reasonable control, including pre-existing defects, inadequate packing, hidden weaknesses, weather, third-party actions, or customer instructions. This includes damage to items that were already fragile, improperly secured, or not suitable for transportation.

To the extent permitted by law, our total liability for direct loss arising from any one booking shall not exceed the total amount paid or payable for that booking, unless a higher limit has been expressly agreed in writing. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited under UK law.

If you believe damage or loss has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the service. Supporting evidence, such as photographs, an itemised list, and proof of value or condition, may be requested. Claims made late or without sufficient detail may be difficult to assess. We may inspect the affected item or property before any repair, disposal, or replacement takes place.

We are not liable for indirect or consequential losses, including loss of earnings, loss of profit, loss of business opportunity, missed appointments, or emotional distress, except where such exclusion is not allowed by law. Nothing in these terms affects your statutory rights as a consumer. Where goods are moved on behalf of a business, any commercial loss claimed must be proven and remains subject to the liability limits stated here.

6. Waste regulations

Where our service includes the removal, collection, disposal, or delivery of waste, the customer must accurately describe the materials in advance. We will only handle waste in compliance with applicable UK waste regulations and environmental requirements. If the waste includes items requiring special treatment, separation, licensing, or disposal documentation, the customer must disclose this before the booking is accepted.

We will not knowingly transport hazardous waste, clinical waste, asbestos, chemicals, batteries, pressurised containers, tyres, electrical waste requiring designated treatment, or any other regulated material unless the service has been expressly arranged in advance and can lawfully be provided. The customer must not conceal waste within general items. If undisclosed regulated waste is discovered, we may refuse collection, end the job, or charge additional costs for lawful handling and return.

Any waste transferred must be accompanied by accurate information, and where required, appropriate paperwork or duty-of-care records will be used. The customer acknowledges that illegal dumping, fly-tipping, or unlawful disposal is prohibited. If a customer requests or causes unlawful waste handling, the customer will be responsible for any resulting fines, claims, losses, or enforcement action to the fullest extent permitted by law.

7. Goods in transit and storage

Where goods are carried in our vehicle, we will take reasonable care to secure them during transit. However, we are not responsible for damage caused by inherent fragility, poor packing, or circumstances outside our control. If goods are left with us temporarily, whether during a delay or by specific arrangement, they will be held with reasonable care but not as a warehouseman unless expressly agreed in writing. Any storage period remains subject to separate conditions if applicable.

You should remove or secure items of special value, such as jewellery, documents, cash, passports, keys, sentimental items, or data-bearing devices, unless you have informed us in advance and we have agreed in writing to take responsibility for them. We do not recommend including irreplaceable goods with the general load. The customer is responsible for maintaining backups of digital information and for data security before transport.

8. Delays, access, and waiting time

We aim to arrive within the agreed time window, but timings are estimates and not guaranteed unless expressly stated otherwise. Delays may occur due to traffic, roadworks, adverse weather, loading constraints, or earlier jobs overrunning. If we are delayed, we will try to inform you and continue the service as soon as reasonably possible. Such delay will not normally entitle you to compensation where it is beyond our control.

Waiting time caused by the customer, property access issues, missing keys, lift restrictions, permit problems, or unprepared items may be charged at an hourly or part-hourly rate. If the job cannot proceed because access is denied or unsafe, the booking may be cancelled and charged as a failed attendance. You are responsible for ensuring that all necessary arrangements are in place before the agreed start time.

9. Complaints and dispute handling

If you are unhappy with any aspect of the service, you should raise the matter promptly so that we can review it. We may ask for photographs, a description of the issue, and any relevant documents. We aim to deal with complaints fairly and efficiently, and where appropriate may offer a remedy, adjustment, or explanation. Any complaint should be made in a calm and constructive manner.

Disputes should first be addressed between the parties in good faith. If a matter cannot be resolved informally, either party may pursue lawful remedies. Nothing in these terms prevents either party from seeking advice or commencing proceedings where necessary. However, the parties are encouraged to resolve issues quickly and proportionately before escalating them.

10. Governing law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If the customer resides elsewhere in the UK, any mandatory local consumer rights that apply will remain unaffected by this clause.

11. General provisions

We may update these terms from time to time, and the version in force at the time of booking will apply to that booking unless a change is required by law. No waiver of any term shall be treated as a continuing waiver. Any reference to a statute includes any amendment or re-enactment of it. Headings are for convenience only and do not affect interpretation.

By using West Hampstead Man And Van, you confirm that you have read, understood, and accepted these Terms and Conditions. You also confirm that the information you provide is accurate and that you will cooperate with reasonable instructions necessary for the safe and lawful performance of the service. These terms form the full agreement between the parties in relation to the booking, unless varied in writing and agreed by both sides.