Terms and Conditions for Man and Van Richmond Upon Thames

These Terms and Conditions set out the basis on which our man and van Richmond upon Thames service is provided. By making a booking, confirming a collection or delivery, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to make the moving process clear, fair, and straightforward for both parties. Throughout these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” mean the customer receiving the service.

Our man and van service is intended for household moves, light removals, small-scale transport, and similar jobs where a flexible vehicle and trained crew are appropriate. The exact nature of the work, including the number of items, access conditions, and any optional loading or unloading assistance, will be based on the details you provide at the time of booking. It is your responsibility to ensure that all information submitted is accurate and complete. If the job changes after confirmation, we may need to revise the quotation, timing, or crew allocation.

These terms apply alongside any written quotation, booking confirmation, or job summary issued by us. If there is any inconsistency, the booking confirmation will normally take priority for the specific service details, while these terms govern the wider legal position. We may update these terms from time to time, and the version in force on the date of your booking will generally apply to that booking unless a change is required by law.

Booking process begins when you provide the required information and request a quote or reserve a slot. To arrange a booking for Richmond upon Thames man and van services, you must supply accurate details including the collection and delivery locations, property access, floor level if relevant, item list, and any special handling requirements. We may ask for photographs, measurements, or additional clarification before confirming availability. A booking is only deemed accepted once we have sent written confirmation, which may be by email or another agreed method.

All quotations are based on the information available at the time. If the actual service differs from the original description, additional charges may apply. This includes, without limitation, extra items, extended waiting time, difficult access, parking restrictions, shuttle requirements, stairs not disclosed in advance, or the need for additional labour. If we are unable to carry out the work safely or within the quoted terms due to incomplete or inaccurate information, we may refuse to proceed or we may adjust the price accordingly. Any estimate given before inspection is not a fixed price unless expressly stated as such in writing.

We reserve the right to decline or cancel a booking before the service begins where necessary, for example if the work requested would breach safety requirements, exceed vehicle capacity, involve unlawful goods, or present a risk to our staff, property, or other road users. You are responsible for ensuring that the pickup and delivery addresses are accessible and that any necessary parking or access arrangements are in place. If a parking charge, toll, congestion charge, permit cost, or similar expense is incurred in the performance of the job, you agree to pay it unless otherwise agreed in advance.

Payments must be made in accordance with the agreed quotation and payment terms. Unless otherwise stated, payment is due on completion of the service or before delivery where we request payment in advance. We may require a deposit to secure a booking, particularly for larger jobs, short-notice bookings, or services involving third-party charges. Any deposit paid will be applied to the final invoice unless stated otherwise in the confirmation.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods specified at the time of booking. If payment is made by card or online transfer, you must ensure that the payment is authorised and successful. We are not responsible for delays caused by your bank, card issuer, or payment provider. If an invoice is not paid by the due date, we may charge statutory interest and recover reasonable costs incurred in obtaining payment, in accordance with applicable UK law.

If the job duration extends beyond the booked time because of circumstances within your control, we may charge additional time at our standard or agreed hourly rate. Where a fixed price has been offered, that price only covers the work described in the booking confirmation. Any additions requested on the day may be charged separately. You remain responsible for all agreed fees even if items are unable to be delivered because of an issue arising from your side, such as an incorrect address, missing keys, or access refusal.

Cancellations and amendments should be made as soon as possible. If you need to change the date, time, or scope of the booking for your man and van Richmond upon Thames service, we will try to accommodate the request, but changes are subject to availability. A requested amendment is not confirmed until we have accepted it in writing. If the amendment changes the nature or length of the job, the price may also change.

If you cancel a booking, cancellation charges may apply depending on the notice given and any costs already incurred. For example, if we have reserved a vehicle, allocated staff, or incurred supplier costs, you may be required to pay reasonable cancellation fees or lose part or all of any deposit. Where a cancellation is made at short notice or the team has already arrived at the collection point, the full quoted amount or a substantial proportion of it may remain payable. We may also cancel without liability if you fail to provide access, are not present where required, or do not make the property or goods available at the agreed time.

If we must cancel due to circumstances beyond our control, including severe weather, road closure, vehicle breakdown, staff illness, or other operational disruption, we will take reasonable steps to offer an alternative time. Our liability in such cases is limited to refunding any sums paid for the undelivered portion of the service, unless otherwise required by law. We shall not be liable for indirect losses arising from delay or cancellation, such as missed appointments, loss of earnings, or consequential expenses.

Liability and customer responsibilities are an important part of these terms. We will use reasonable care and skill when providing the service, and we will handle items with appropriate caution. However, except where liability cannot be excluded under law, we do not accept responsibility for loss or damage arising from: items that were not properly packed, fragile goods not declared as fragile, pre-existing defects, inherent vice, improper loading instructions provided by you, or circumstances outside our reasonable control.

It is your duty to ensure that items are fit for transport and suitably packed unless we have expressly agreed to pack or dismantle them. You should remove or secure all loose parts, protect delicate surfaces, and tell us in advance about items of high value, breakables, antiques, pianos, artwork, or goods requiring special handling. We may refuse to move hazardous or prohibited items. If you ask us to move such items and do not disclose their nature, you may be liable for any resulting loss, damage, or penalties.

Our liability for direct loss or damage, where established, is limited to the lesser of the repair cost, replacement cost, or the amount you paid for the specific service, except in cases of death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited. We are not responsible for damage to walls, floors, lifts, door frames, or surrounding property where the risk arises from tight access, incorrect measurements, or failure to disclose relevant conditions. If you want extra protection, you should arrange suitable insurance in advance and confirm the level of cover required.

Waste regulations apply to any rubbish removal, disposal, clear-out, or related transport work included in our man and van service. We only handle waste in accordance with UK environmental and waste legislation. You must not ask us to remove items that are unlawful to transport or dispose of, including prohibited, dangerous, or contaminated materials unless we have explicitly agreed and confirmed that we are authorised to manage them. This includes, for example, chemicals, asbestos, gas cylinders, clinical waste, and certain electrical or liquid waste streams.

Where waste collection is part of the job, you agree that all items are accurately described and separated where required. Some waste may require transfer to a licensed facility, and additional charges may apply for disposal, recycling, sorting, documentation, or environmental fees. If any item is found to be incorrectly described, hazardous, or unsuitable for standard disposal, we may refuse to take it, return it at your expense, or terminate the waste element of the service. You remain responsible for ensuring that any waste handed over to us is lawful and safe to move.

We may ask you to confirm ownership or authority to dispose of any waste or unwanted goods. Once items are collected for disposal and accepted by us as lawful waste, title may pass in accordance with the service arrangement, subject to any legal obligations that require specific handling. You must not include personal data, confidential documents, or prohibited substances in waste unless you have taken suitable precautions. Our waste handling procedures are designed to comply with applicable regulations, including duty-of-care requirements, and you agree to cooperate with any reasonable requests for information or confirmation.

General conditions include the following:

• You must ensure an adult is present where access, inventory checks, or confirmation of delivery is required.
• You must disclose any access issues, restrictions, or time limits before the booking is confirmed.
• You must not ask us to carry out unlawful activity or transport prohibited goods.
• You are responsible for obtaining any permissions needed for parking, loading, or building access.
• You must check your items and report any visible issue promptly at the end of the job.

We may take reasonable steps to protect property during loading and unloading, but we are not obliged to move fixtures, disconnect appliances, or dismantle items unless this has been agreed in advance. Where assembly, disassembly, wrapping, or carrying services are requested, we will do our best to perform them with care, but any resulting risk linked to aged, unstable, or poorly maintained items remains your responsibility unless caused by our negligence. Delays caused by traffic, weather, or access limitations do not automatically entitle you to compensation.

Nothing in these terms affects your statutory rights as a consumer under UK law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any part of these terms on one occasion does not waive our right to enforce it later. These terms represent the entire agreement between the parties in relation to the booking, unless varied in writing by an authorised representative.

Governing law and jurisdiction: these terms are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the service, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. If you are a consumer, you may also have rights to seek assistance through applicable alternative dispute resolution processes where available, but nothing in these terms removes mandatory legal protections.

By continuing with a booking for man and van Richmond upon Thames services, you confirm that you have read, understood, and accepted these Terms and Conditions. These terms are intended to create clarity and fairness for both sides, helping ensure that every move is organised, lawful, and completed with reasonable care. If you have supplied inaccurate information, failed to disclose special requirements, or breached any of these terms, we may suspend, refuse, or terminate the service without prejudice to any rights we may have to recover costs or losses incurred.