Terms and Conditions for Man With Van Customhouse

These Terms and Conditions set out the basis on which Man With Van Customhouse provides removal, transport, delivery, loading, unloading, and related household or commercial moving services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which apply to all services unless we confirm otherwise in writing. For clarity, references to “we”, “us”, and “our” mean the service provider, and “you” means the customer making the booking or receiving the service.

These terms are intended to create a clear and fair agreement for both sides. They explain how bookings are accepted, how payments are handled, when cancellations may apply, what our liability covers, and the legal rules surrounding waste disposal and prohibited items. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

Man With Van Customhouse may update these terms from time to time. The version in force on the date of your booking will generally apply to that booking, unless a change is required by law. We recommend reading these terms carefully before confirming any order.

Booking Process

A booking with Man With Van Customhouse is made when you provide the requested details and we confirm availability. The booking process may include supplying information about the collection and delivery addresses, access conditions, dates and times, the number and type of items, parking restrictions, stairs, lifts, or any special handling needs. Accurate information is essential because the quote and service plan are based on the details you provide.

We may issue an estimate, provisional quote, or fixed price depending on the information available at the time. Any quote is usually based on the scope of work described by you and may change if the actual service differs from what was originally stated. Examples include additional items, longer travel time, difficult access, waiting time, or the need for extra labour. If the job materially changes, we reserve the right to adjust the price before or during the service.

A booking is only confirmed when we accept it and, where required, receive any deposit or advance payment. We may refuse or cancel a booking if the information provided is incomplete, misleading, unsafe, unlawful, or outside the scope of our service. We also reserve the right to decline any request where carrying out the work would put our staff, vehicles, property, or the public at risk.

It is your responsibility to ensure that the premises are accessible and that the items are ready for collection at the agreed time. Unless otherwise agreed, you must arrange for suitable parking and ensure that any required permissions are obtained in advance. Delays caused by inaccurate access information, lack of parking, keys not being available, or insufficient packing may lead to additional charges or rescheduling.

Payments

Payments for Man With Van Customhouse services must be made in accordance with the payment terms confirmed at the time of booking or on the invoice issued. We may require a deposit, full prepayment, or payment on completion depending on the nature of the job and the level of risk involved. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable.

Any estimate is not a guarantee of final cost unless we have expressly confirmed a fixed price in writing. The final amount payable may include charges for extra time, additional labour, waiting time, congestion, tolls, parking penalties caused by customer instructions or omissions, and any unforeseen costs reasonably incurred in performing the service. If you request additional work during the appointment, we may treat that as a variation to the original agreement and charge accordingly.

Where payment is due on completion, it must be made immediately unless otherwise agreed. We may accept card, bank transfer, cash, or other approved methods. Failure to pay on time may result in interest, recovery action, or suspension of further services. You are responsible for ensuring funds are available and that payment details provided are correct.

Cancellations and Changes

You may cancel or amend a booking by giving reasonable notice. Any cancellation charges depend on how much notice is provided and whether the booking has already involved reserved vehicle time, staff allocation, or other committed resources. If you cancel at short notice, we may charge a cancellation fee to cover our losses and administrative costs. Where a deposit has been paid, it may be retained in whole or in part depending on the timing of the cancellation and the work already carried out.

We may cancel or postpone a booking if circumstances beyond our control affect our ability to provide the service safely or lawfully. This may include severe weather, vehicle breakdown, traffic disruption, staff illness, accidents, road closures, or access issues at either property. In such cases, we will try to rearrange the service at a suitable time, but we are not responsible for indirect losses caused by the delay.

If you wish to change the date, time, inventory, or scope of work, you should notify us as early as possible. We will use reasonable efforts to accommodate changes, but we cannot guarantee that amendments will be possible. Additional charges may apply where a change increases the labour, time, or vehicle requirements. A revised quote may be issued before the service continues.

Liability and Customer Responsibilities

We will take reasonable care when handling your goods, but our liability is limited to the extent permitted by law. We are not responsible for damage to items that were already defective, poorly packed, unstable, or unsuitable for transport. It is your responsibility to disclose any fragile, valuable, oversized, or hazardous items before the booking is confirmed.

You should remove or secure loose parts, disconnect appliances where necessary, and ensure that items are properly packed unless we have agreed to provide packing services. We are not liable for loss or damage arising from inadequate packaging, hidden defects, structural weakness, or failure to provide accurate information. Where you ask us to move items that are already assembled, partly dismantled, or difficult to access, you accept the risk that normal handling may cause wear, scuffs, or breakage if the item is not suitable for removal in that condition.

We are not liable for indirect or consequential losses, including loss of profits, missed appointments, loss of business, or inconvenience, except where such liability cannot lawfully be excluded. Our total liability for any proven direct loss will not normally exceed the amount paid for the relevant service, unless a different limit is required by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

Waste Regulations

Man With Van Customhouse may provide removal of unwanted items, rubbish clearance, or transport of waste only where permitted by law and in compliance with applicable waste regulations. Waste handling must be arranged in advance, and you must tell us the nature of any materials to be removed. We will not collect items that are illegal to transport, unsafe, or likely to breach environmental or licensing requirements.

You are responsible for ensuring that waste presented for collection is accurately described. This includes separating general household waste from electrical items, bulky waste, liquids, chemicals, paint, oils, batteries, or other controlled materials. If waste is misdescribed or found to contain prohibited substances, we may refuse collection, suspend the service, or charge additional fees for disposal, sorting, or return transport.

Where we remove waste on your behalf, you acknowledge that the waste becomes subject to legal disposal rules and may be transferred only through lawful channels. We may require confirmation of ownership, origin, or contents before accepting any waste. If you instruct us to dispose of items unlawfully, or if your instructions would cause us to breach environmental law, we will refuse the request and may terminate the booking immediately.

It is your duty to ensure that all waste handed over is yours to dispose of, or that you are authorised to arrange its disposal. You must not include hazardous, explosive, corrosive, or contaminated material unless we have specifically agreed in writing and confirmed that we can lawfully handle it. Any fines, penalties, or enforcement action caused by inaccurate declarations or unlawful waste transfer may be charged to you where permitted by law.

Insurance, Damage, and Claims

If an item is lost or damaged during the course of a service, you must notify us as soon as reasonably possible and provide details of the issue. You should keep the item and any packaging available for inspection if requested. Claims should be made promptly, as delay may affect our ability to investigate. We may ask for photographs, proof of value, or other supporting evidence.

Any claim will be assessed in light of the item’s condition before the move, the packaging used, the instructions given, and the circumstances of the incident. Normal wear and tear, cosmetic marks, and minor scuffs may occur during the handling and transport of goods, especially with older or heavy items. Such minor issues do not automatically amount to a breach of contract. Where appropriate, we may offer repair, replacement, or compensation in line with our legal obligations.

Access, Delays, and Site Conditions

You must provide safe and lawful access to the collection and delivery locations. This includes advising us of restricted entry, narrow staircases, lift restrictions, height barriers, low bridges, or any conditions that could affect the vehicle or the handling of items. If access is unsafe or unsuitable, we may refuse to continue until the issue is resolved. Any waiting time caused by access problems, incomplete preparation, or inability to contact the relevant party may be charged.

We are not responsible for delays caused by traffic, weather, roadworks, or other factors outside our reasonable control. Where a delay is expected, we will aim to inform you and rearrange the service where possible. However, time windows and estimated arrival times are not guaranteed unless we have specifically agreed otherwise in writing.

Termination of Service

We may stop or refuse to continue the service if you, your representative, or anyone on the premises behaves abusively, unlawfully, or in a way that creates a safety risk. We may also terminate the booking if the items materially differ from the description provided, if required waste details are not disclosed, or if payment is not made when due. In such cases, you may remain liable for all costs reasonably incurred up to the point of termination.

Any verbal instruction given on the day may be treated as your authority to proceed, provided it is reasonably clear and consistent with the booked service. If there is a disagreement about instructions, access, or payment, we may pause the work until the issue is resolved. This helps protect both parties and reduces the risk of damage or confusion.

General Terms and Governing Law

Nothing in these terms affects your statutory rights as a consumer where applicable. If you are contracting as a business, you confirm that you have authority to enter into the agreement and that you will ensure payment of all sums due. We may assign or subcontract parts of the service where reasonably necessary, provided that this does not materially reduce the service standard agreed with you.

These terms, 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 requires otherwise. If any provision is found unenforceable, the rest of the agreement will continue in full force.

By proceeding with a booking for Man With Van Customhouse, you confirm that you have read, understood, and agreed to these Terms and Conditions. The agreement is designed to support a professional moving service that is clear, lawful, and fair to all parties involved.