Terms and Conditions for Man And Van Chiswick Services

These Terms and Conditions set out the basis on which Man And Van Chiswick provides moving, transport, collection, and related support services to customers in the United Kingdom. By making a booking, confirming an estimate, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before arranging any service. They are designed to create a clear understanding of the booking process, payment expectations, cancellation rights, liability limits, and obligations relating to waste handling and disposal.

For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider operating under the name Man And Van Chiswick. References to “you” and “your” mean the customer, the person making the booking, and anyone acting on their behalf. The services covered may include loading, transport, unloading, item relocation, furniture moving, light courier support, and lawful waste removal where agreed in advance. These terms apply whether the booking is made online, by phone, by message, or through a third-party arrangement.

Any quote, estimate, or proposed service plan is based on the details provided by you at the time of enquiry. If the information supplied is incomplete or inaccurate, the final price, timing, vehicle size, staffing level, or service method may need to change. We reserve the right to adjust the booking if access, parking, item size, weight, quantity, or property conditions differ from what was originally described. The customer should ensure that all relevant information is disclosed before the service date to help avoid delays, extra charges, or refusal to carry out unsafe work.

1. Booking Process

A booking is only considered confirmed once we have accepted the request and, where required, received any deposit or written confirmation. We may ask for specific details including collection and delivery addresses, preferred dates and times, item lists, access conditions, and whether dismantling, packing, or waiting time may be needed. The service is booked on the understanding that the customer will provide safe access and accurate instructions. If the customer asks for changes after confirmation, we will try to accommodate them, but revised arrangements may affect availability and price.

During the booking process, we may provide an estimate based on time, mileage, labour, vehicle use, or a fixed service fee. Estimates are not automatically binding if the scope of work changes. If the job extends beyond what was originally agreed, for example due to extra items, unexpected stairs, long carries, restricted parking, or delays caused by the customer, additional charges may apply. We may also refuse or suspend the service where access is unsafe, illegal, or unsuitable for the work to be completed properly.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill when carrying out the service. However, you are responsible for ensuring that items are suitably prepared, packed, labelled, and protected unless we have agreed in writing to provide those services. Fragile, high-value, or sentimental items should be declared in advance. The customer must ensure that goods are lawful to move, not hazardous unless expressly accepted, and free from prohibited contents. You must also make sure that the property is ready for loading or unloading at the agreed time.

Where items are to be moved from or to a property, you must arrange any necessary permissions, keys, access codes, parking permissions, lift bookings, or building management approvals. If we are delayed, restricted, or prevented from performing the work because these arrangements were not in place, waiting charges, abortive visit charges, or rebooking costs may apply. We may ask you to sign a job sheet, inventory, or completion note to confirm what has been collected, delivered, or removed.

Any assistance we provide with dismantling, assembling, wrapping, lifting, or carrying is carried out on a reasonable-efforts basis unless specifically agreed otherwise. We do not guarantee that all furniture can be dismantled, reassembled, or transported without risk of cosmetic wear. Customers should remove personal data, valuables, keys, and sensitive documents before collection. We are not responsible for items left inside furniture, bags, boxes, or appliances unless we have expressly agreed to check and handle them.

3. Payments, Charges, and Invoicing

Payment terms will be stated at the time of booking or in the invoice. Unless agreed otherwise, payment is due immediately on completion of the job. We may request a deposit to secure a booking, and certain services may require full or partial advance payment. Accepted payment methods may include bank transfer, debit card, credit card, or other agreed methods. We are not obliged to begin or continue work if payment arrangements are not followed.

All prices are set out exclusive or inclusive of VAT depending on whether VAT applies to the service and will be stated where relevant. If the customer requests additional work or causes delays, extra time, extra labour, additional stops, congestion-related delay, or out-of-hours attendance, further charges may be applied. We will use reasonable efforts to explain any additional cost before proceeding, but if the charge arises from an unexpected or urgent requirement during the job, it may be included on the final invoice without advance written approval.

Late payment may result in administrative charges, recovery action, or suspension of further services. If a payment is reversed, disputed without reasonable grounds, or not honoured by your bank or card provider, you remain liable for the full amount due, plus any associated costs. Title in any goods remains with the customer unless and until any separate sale or supply arrangement provides otherwise. This does not affect our rights to retain goods where a lawful lien applies.

4. Cancellations, Amendments, and Failure to Attend

You may cancel or amend a booking by giving us reasonable notice. The amount of notice required may depend on the nature of the job, the vehicle reserved, and whether a deposit has been paid. If you cancel at short notice, fail to provide access, are not present when required, or are unable to proceed on the agreed date, we may charge a cancellation fee, a wasted journey fee, or the cost of any resources already committed. Deposits may be non-refundable where the booking has been reserved and costs have been incurred.

If we need to cancel or reschedule due to vehicle failure, staff unavailability, severe weather, safety concerns, or other matters beyond our reasonable control, we will try to give you notice and arrange an alternative time. We are not responsible for any indirect loss resulting from a cancellation or postponement, including loss of earnings, missed appointments, or third-party charges, except where such loss is caused by our negligence and cannot lawfully be excluded. Any agreed refund will be limited to sums paid for the cancelled portion of the service.

5. Liability and Insurance

We will take reasonable care when handling your items, but our liability is limited to losses caused by our negligence, breach of contract, or failure to carry out the service with reasonable skill and care. We are not liable for pre-existing damage, normal wear and tear, concealed defects, or damage resulting from poor packing, unsuitable wrapping, unstable furniture, faulty fixings, or the inherent weakness of the item itself. Customers are encouraged to insure valuable or delicate goods separately.

Unless otherwise agreed in writing, we are not responsible for indirect or consequential losses, such as missed earnings, inconvenience, loss of use, emotional distress, or business interruption. Any claim for damage or missing items must be reported within a reasonable time and, where practical, before the completion of the job. You should inspect your items at the earliest opportunity. Our maximum liability, except where prohibited by law, will not exceed the lower of the amount paid for the relevant service or the value of the affected item, subject to any applicable insurance cover and statutory rights.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where a claim is accepted, we may choose to repair, replace, compensate, or otherwise resolve the matter at our discretion, acting reasonably. If you fail to notify us promptly or do not give us a chance to inspect the issue, this may affect our ability to assess or settle the claim fairly.

6. Waste Regulations and Disposal

If the service includes removal or disposal of unwanted items, it is your responsibility to ensure that the waste is properly described and that no prohibited or dangerous materials are included unless we have expressly agreed to handle them and are legally permitted to do so. We operate in accordance with applicable UK waste management rules and expect customers to cooperate with lawful disposal requirements. Items such as electrical appliances, batteries, liquids, paints, chemicals, asbestos, medical waste, pressurised containers, or other hazardous materials may be refused.

We may ask for details about the type and volume of waste before accepting a collection. If waste is mixed, contaminated, or not as described, we reserve the right to refuse collection, apply extra charges, or arrange separate handling where lawful and appropriate. The customer confirms that any waste handed over for removal is theirs to dispose of or that they have authority to authorise disposal. If proof of lawful origin, ownership, or transfer is required, you must provide it.

When waste is collected, it will be managed responsibly and sent to an authorised disposal, recycling, or treatment route as required by law and operational practice. We do not agree to fly-tipping, unlawful burning, unauthorised dumping, or any other illegal disposal method. Where a duty of care transfer note, invoice description, or waste record is needed, you agree to provide accurate information and sign any reasonable documentation. If incorrect information leads to a regulatory issue, investigation, or fine, you may be responsible for resulting costs to the extent permitted by law.

7. Property Access, Conduct, and Safety

You must ensure that the work area is reasonably safe for lifting, carrying, and vehicle access. This includes clearing trip hazards, securing pets, warning us about weak floors, and advising us of any known structural risks. We may pause or stop work if conditions are unsafe. If we identify a risk to health, property, or equipment, we can refuse to continue until the issue is resolved or reschedule the service. Any delay caused by unsafe or unsuitable conditions may be charged as waiting time or an abortive visit.

We expect all parties to behave respectfully and lawfully during the service. Abusive, threatening, discriminatory, or aggressive behaviour may result in immediate termination of the job without refund for completed or partially completed work. We may also terminate the service if illegal goods are presented, if the customer attempts to instruct us to act unlawfully, or if there is a serious risk to staff, property, or the public. Any items already loaded may be retained, returned, or handled in the safest lawful manner available.

8. Complaints and Dispute Handling

If you are unhappy with any aspect of the service, you should notify us as soon as possible so that we can investigate and, where appropriate, put matters right. Please provide enough detail to allow us to understand the issue, including the date, the service involved, and the nature of the concern. We aim to resolve disputes fairly and efficiently. We may request photographs, documents, inventory notes, or other reasonable evidence before deciding on a remedy.

If a disagreement cannot be resolved informally, both parties agree to act in good faith and consider proportionate steps before commencing formal proceedings. Nothing in these terms prevents either party from seeking urgent relief or taking action where necessary to protect legal rights. Any attempted waiver of a right must be in writing and will only apply to the specific matter stated. If any part of these terms is found unenforceable, the remaining provisions will continue in effect.

9. Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If you are acting as a consumer, your statutory rights remain unaffected by these terms and any clause that conflicts with consumer protection law will be read down or disregarded to the extent required.

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service processes. The version in force at the time of your booking will generally apply to that booking unless a change is required by law. By proceeding with a reservation for Man And Van Chiswick, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

If you are unsure about any part of these terms, you should review them carefully before confirming a booking. Continued use of the service after any update or clarification will be treated as acceptance of the revised wording for future bookings. These terms are intended to be fair, transparent, and workable for both the customer and the service provider, while reflecting standard UK expectations for moving, transport, and lawful waste-handling services.