Terms and Conditions
West Hampstead Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which West Hampstead Man and Van provides man and van, removals and related 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 placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, company or organisation requesting and paying for the services.
Services means any man and van, removal, transport, loading, unloading, packing, furniture moving, relocation or associated services provided by us.
Vehicle means any van or other vehicle used by us to provide the services.
Goods means the items that you ask us to transport, move, carry, pack or otherwise handle.
Terms means these Terms and Conditions as amended from time to time.
2. Scope of Services
We provide man and van and removal services for residential and commercial customers, including collection, transportation and delivery of goods, loading and unloading assistance and, where agreed, limited packing or furniture assembly and disassembly.
Our services do not include specialist removals that require dedicated equipment or licences, such as transport of hazardous materials, illegal goods, certain high value items requiring specialist insurance, or removal of regulated waste unless otherwise expressly agreed in writing.
3. Booking Process
All bookings must be made directly with us and are subject to availability and acceptance. When you make an enquiry, we may request details including collection and delivery addresses, access conditions, parking arrangements, the nature and approximate volume of goods, and any special handling requirements.
We may provide an estimate or quotation based on the information you supply. It is your responsibility to ensure that all information is accurate and complete. Any quotation is given on the assumption that there are no additional services or unforeseen difficulties beyond those described by you at the time of booking.
A booking is only confirmed once you have accepted our quotation or rate, agreed a date and time, and we have acknowledged your booking. We reserve the right to refuse any booking at our discretion.
4. Estimates and Quotations
Any estimate or quotation is based on the details provided by you and on normal access and parking conditions at both collection and delivery points. If your requirements change or if there are delays or restrictions beyond our control, additional charges may apply.
Time-based bookings will be charged according to the agreed hourly rate and minimum booking period. Fixed-price bookings will be based on agreed tasks or volumes and may be adjusted if the scope of work materially changes.
We reserve the right to revise our estimate or quotation if the information provided by you was inaccurate or incomplete, or if additional work is requested on the day of service.
5. Customer Responsibilities
You are responsible for ensuring that:
All information given to us at the time of booking is accurate, including addresses, access details and the description and volume of goods.
Goods are properly packed, protected and ready for transport, unless we have agreed to provide packing services.
All items to be moved are clearly identified and available at the agreed time.
Access is safe and reasonable at both collection and delivery locations, including suitable parking arrangements and any required permits or permissions.
Any fragile, valuable or special items are clearly pointed out to our staff before loading.
All appliances are disconnected, defrosted and drained where necessary prior to moving.
If you do not fulfil these responsibilities, we may refuse to move certain items, may charge additional fees, or may be unable to complete the work as planned.
6. Payments and Charges
Our charges are payable in accordance with the rates and terms agreed at the time of booking. Payment methods and timing will be communicated to you when confirming your booking.
Unless otherwise agreed, payment is due on completion of the service on the same day. For longer jobs or commercial work, we may require a deposit or full prepayment and we may issue invoices with specified due dates.
If payment is not received when due, we reserve the right to charge interest and late payment fees in line with applicable UK law and to withhold further services until outstanding amounts are settled.
We may adjust charges in the event of waiting times, additional stops, extended hours, unexpected access problems, or if the volume of goods exceeds what was originally agreed.
7. Deposits
We may require a deposit to secure your booking, particularly for larger moves, long-distance work or peak periods. The amount and due date of any deposit will be communicated at the time of booking.
Deposits are generally non-refundable if you cancel at short notice as set out in the cancellation policy below, but may be transferred to a new booking at our discretion where sufficient notice is given.
8. Cancellations and Amendments
If you wish to cancel or amend your booking, you must notify us as soon as possible. Cancellation charges may apply depending on the notice given.
If you cancel more than 7 days before the scheduled service date, we will usually refund any deposit paid, subject to any reasonable administration costs.
If you cancel between 7 days and 48 hours before the scheduled service, we may retain part or all of your deposit or charge a cancellation fee up to a reasonable proportion of the quoted price.
If you cancel less than 48 hours before the scheduled start time, or if our team arrives at the collection address and is unable to proceed due to your act or omission, we may charge up to the full quoted amount.
Any request to change the date, time or scope of work is subject to availability and may involve revised pricing. We will use reasonable efforts to accommodate changes but cannot guarantee that your preferred alternative will be available.
9. Access, Parking and Delays
You are responsible for arranging suitable parking and, where necessary, any permits or permissions for our vehicles at both collection and delivery addresses. Any parking charges, fines or penalties incurred as a result of inadequate or unlawful parking instructions may be charged to you.
If access is restricted, unsafe or unsuitable for our vehicles or staff, we may refuse to carry out the work or may need to modify how the service is delivered, which can result in additional charges or extended time.
We will make reasonable efforts to arrive at the agreed time, but times are estimates and are not guaranteed. We are not liable for delays caused by traffic, road closures, accidents, extreme weather, or other circumstances beyond our reasonable control.
10. Goods Not Accepted for Transport
We will not transport any items that are illegal, dangerous or require special licences or facilities we do not hold. Prohibited items may include, but are not limited to, explosives, flammable liquids, gases, chemicals, perishable goods, live animals, firearms and illicit substances.
We also reserve the right to refuse to move items of exceptional value, such as fine art, jewellery, antiques, or collections, unless specifically agreed in writing and appropriate arrangements and insurance are in place.
If we discover during the service that prohibited or unsafe items are included in your goods, we may refuse to move them and may terminate the service without refund.
11. Customer Packing and Fragile Items
Unless we have agreed to provide packing services, you are responsible for ensuring that your goods are properly packed and protected for transport. This includes using suitable boxes, wrapping fragile items, and clearly marking delicate or breakable goods.
We will take reasonable care when handling your property, but we are not liable for damage caused by inadequate or improper packing carried out by you or by a third party engaged by you.
Fragile or easily damaged items should be highlighted to our team at the start of the job so they can take appropriate care when loading and unloading.
12. Liability for Loss or Damage
We will exercise reasonable skill and care in providing the services. Our liability for loss of or damage to your goods, or for delay, is limited as set out in this section and in accordance with applicable UK law.
We are not liable for any loss or damage where this results from your failure to properly pack goods, your failure to inform us of fragile or special items, inherent defects in the goods, normal wear and tear, or circumstances beyond our reasonable control.
Our liability for loss of or damage to goods while in our care is limited to a reasonable amount taking into account the nature of the goods and the charges paid for the service, unless a higher value has been declared and additional insurance cover agreed in advance.
We are not liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of contracts or loss of opportunity, arising out of or in connection with the services.
You must inspect your goods as soon as reasonably possible after completion of the service and notify us of any apparent loss or damage in writing within a reasonable period. If you fail to do so, it may be more difficult to investigate your claim.
13. Exclusions of Liability
We do not accept liability for:
Damage to goods where we have been instructed by you or a third party to move items that, in our reasonable opinion, are too heavy, bulky or poorly assembled to be moved safely.
Damage to property, including floors, walls or fixtures, where we have been asked to move items in conditions where there is a clear and unavoidable risk of damage, and you have been advised of that risk.
Loss of or damage to goods packed by you in containers where we did not see and cannot verify the contents or condition prior to packing.
Loss or damage caused by vermin, insects, atmospheric or climatic conditions, or changes in temperature, unless directly resulting from our negligence.
14. Insurance
We maintain insurance appropriate for the nature of our business; however, it is your responsibility to ensure that the level of cover is adequate for your goods. You may wish to obtain additional insurance for high value items or for comprehensive cover during your move.
We will provide general information about our insurance cover on request, but nothing in these Terms creates any third party rights against our insurers or amounts to a guarantee of cover for any particular item.
15. Waste, Disposal and Recycling
We operate in accordance with relevant UK waste and environmental regulations. We are not a general waste carrier and will only remove items for disposal or recycling where this has been expressly agreed as part of the service.
We do not remove household refuse, hazardous waste, chemicals, medical waste or other regulated materials unless we have confirmed in advance that we are authorised and equipped to do so and have agreed appropriate charges.
Any items you instruct us to dispose of must be your property and must not include any prohibited or illegal materials. You remain responsible for ensuring that items passed to us for disposal are lawful and safe.
Where we agree to remove unwanted items, we will use appropriate facilities for recycling or disposal in line with applicable regulations and industry practice.
16. Conduct and Health and Safety
Our staff are expected to act professionally and respectfully at all times. We likewise expect you and any persons at the premises to treat our staff with respect and not to engage in threatening, abusive or unsafe behaviour.
If our team considers that a situation is unsafe or that they are being subjected to unreasonable behaviour, they may suspend or terminate the service. In such circumstances, we may still charge you for time spent and any costs incurred.
Health and safety legislation may limit what our staff can carry or how they can operate. We will not carry out tasks that we reasonably believe to be unsafe or unlawful.
17. Complaints
If you are dissatisfied with any aspect of our service, you should raise the issue with us as soon as possible so we can seek to resolve it. Please provide full details, including dates, addresses and a description of the concern.
We will investigate complaints in a fair and timely manner. Where appropriate, we may request photographs, receipts or other supporting information. Our aim is to reach a reasonable resolution, which may include an explanation, an apology, corrective work or, where justified, partial or full compensation within the limits set out in these Terms.
18. Force Majeure
We are not liable for any failure to perform, or delay in performing, any of our obligations under these Terms where such failure or delay results from events beyond our reasonable control. These events may include, for example, severe weather, natural disasters, accidents, road closures, strikes, acts of terrorism, war, or failure of public utilities.
If a force majeure event occurs, we will inform you as soon as reasonably possible. Our obligations will be suspended for the duration of the event, and we will arrange a new date for the services where practical. If performance becomes impossible or impractical, either party may cancel the affected services without liability, subject to refund of any prepayments for services not provided.
19. Data Protection and Privacy
We will handle any personal information you provide in connection with the services in accordance with applicable UK data protection laws. We will only use your personal data for the purpose of managing your booking, providing the services, handling payments, and dealing with any enquiries or complaints.
We will take reasonable steps to keep your information secure and will not sell or share your details with third parties except where necessary to deliver the services, comply with the law, or enforce our legal rights.
20. Variations to These Terms
We may update or modify these Terms from time to time. The version in force at the time of your booking will apply to that booking. We recommend that you review the Terms periodically to stay informed of any changes that may affect future bookings.
No variation to these Terms will be binding unless agreed by us in writing.
21. Severability
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
22. Governing Law and Jurisdiction
These Terms and any dispute or claim arising out of or in connection with them, or with the provision of our services, shall be governed by and construed in accordance with the laws of England and Wales.
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 or their subject matter or formation.
23. Entire Agreement
These Terms, together with any written quotation or confirmation of booking we provide, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence, or understandings between us.
By confirming a booking or using our services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
