Terms and Conditions

Man and Van Edgware Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Edgware provides removal, collection, delivery and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to carry out any work on your behalf, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not use our services.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

1.1 "Company" means Man and Van Edgware, the provider of removal and related services.

1.2 "Customer" means the person, firm, company or organisation that requests or uses the services of the Company.

1.3 "Services" means any transport, removal, delivery, loading, unloading, packing, storage, or related services provided by the Company.

1.4 "Service Address" means any address at which Services are provided, including collection and delivery locations.

1.5 "Goods" means any items, belongings, furniture, equipment, or other property handled, transported or stored by the Company on behalf of the Customer.

1.6 "Booking" means a confirmed request for Services accepted by the Company, whether made by telephone, online form or other agreed method.

2. Scope of Services

2.1 The Company provides man and van, home and office removals, item collection and delivery, and related services in its operating area and elsewhere in the United Kingdom by agreement.

2.2 The precise scope of Services for each Booking, including the number of staff, size of vehicle, estimated duration and nature of work, will be confirmed at the time of Booking based on the information provided by the Customer.

2.3 The Company may make reasonable adjustments to the agreed Services if, upon arrival, the work required materially differs from that described at the time of Booking. Additional charges may apply in such circumstances and will be discussed with the Customer before proceeding, where reasonably possible.

3. Booking Process

3.1 Bookings may be made by telephone or through the Company's online or written enquiry process, subject to availability.

3.2 The Customer must provide accurate and complete information when making a Booking, including but not limited to:

(a) Collection and delivery addresses;

(b) Access details, such as floor levels, lift availability, parking restrictions and distance from parking to property;

(c) A clear description of the Goods, including any heavy or oversized items;

(d) Preferred date and time; and

(e) Any special handling requirements.

3.3 A Booking is only confirmed when the Company has accepted it and, where required, the Customer has paid any deposit specified by the Company.

3.4 The Company reserves the right to decline any Booking request at its discretion, including where resources are not available or where the nature of the Goods or Services requested falls outside the Company's usual operations or legal obligations.

4. Estimates, Quotes and Pricing

4.1 Any estimate or quote provided by the Company is based on the information supplied by the Customer and on normal access conditions.

4.2 The Company reserves the right to amend the price if:

(a) The information provided by the Customer is incomplete or inaccurate;

(b) Access at the Service Address is significantly more difficult than reasonably anticipated, including long carries, narrow stairways, limited parking, or restrictions imposed by third parties;

(c) Additional Goods or services are requested or required that were not disclosed at the time of Booking; or

(d) The duration of the job materially exceeds the original estimate due to reasons beyond the Company's control.

4.3 Unless agreed otherwise, prices are calculated based on hourly rates, fixed fees, or a combination thereof, as advised to the Customer at the time of Booking.

5. Payments and Charges

5.1 The Customer agrees to pay the Company the agreed charges for the Services, together with any additional charges incurred under these Terms and Conditions.

5.2 The Company may require a deposit or full prepayment before confirming a Booking. Any such requirement will be communicated at the time of Booking.

5.3 Unless otherwise agreed in writing, payment of any remaining balance is due on completion of the Services on the day of the move or delivery.

5.4 The Company accepts such payment methods as communicated to the Customer in advance. The Customer is responsible for ensuring that payment can be made using an accepted method at the time payment falls due.

5.5 Where payment is not received when due, the Company reserves the right to:

(a) Suspend or refuse to continue Services;

(b) Apply reasonable late payment charges or interest as permitted by law; and

(c) Retain possession of Goods until payment is made in full, where legally permissible.

6. Cancellations, Amendments and Delays

6.1 The Customer may cancel a Booking by giving notice to the Company. Any applicable cancellation charges will depend on the notice given prior to the scheduled start time:

(a) More than 48 hours' notice: no cancellation fee, and any deposit paid may be refunded or credited at the Company's discretion;

(b) Between 24 and 48 hours' notice: a cancellation fee may be charged, which may include retention of some or all of any deposit;

(c) Less than 24 hours' notice or failure to be available at the Service Address: the Company may charge up to the full estimated cost of the Booking.

6.2 Any request by the Customer to change the date, time, Service Address or scope of work is subject to availability and the Company's agreement. The Company may treat a significant amendment as a cancellation and a new Booking.

6.3 The Company will use reasonable efforts to arrive at the agreed time but cannot guarantee start or completion times due to traffic, weather, road closures, or other circumstances beyond its reasonable control. Any such delay shall not constitute a breach of contract.

6.4 If the Company is unable to carry out the Services due to circumstances within the Customer's control, including but not limited to lack of access, improper instructions, or failure to obtain necessary permissions, the Company may charge a waiting fee or cancellation fee.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Ensuring sufficient and lawful parking is available for the Company's vehicle at all relevant Service Addresses;

(b) Obtaining any necessary permits or authorisations required for access or parking;

(c) Ensuring that Goods are properly packed, secured and labelled, unless the Company has expressly agreed to provide packing services;

(d) Removing or securing any fixtures, fittings or other items that are not to be moved;

(e) Being present or represented by an authorised person at the Service Address throughout the performance of the Services; and

(f) Checking that all Goods have been collected and delivered before the Company leaves the final Service Address.

7.2 The Customer must not ask the Company's staff to carry out any work that is unsafe, unlawful, or outside the agreed scope of Services.

8. Excluded and Restricted Items

8.1 Unless expressly agreed in writing, the Company will not carry or store any of the following items:

(a) Hazardous, toxic, explosive or flammable materials;

(b) Illegal goods or substances;

(c) Perishable items requiring controlled temperatures;

(d) Cash, securities, precious metals, jewellery or high-value collections;

(e) Animals or live plants.

8.2 If any such items are transported or handled without the Company's knowledge, the Company shall have no liability for loss, damage or consequences arising from them and may dispose of them or take other appropriate action in accordance with applicable law.

9. Waste, Disposal and Environmental Regulations

9.1 The Company operates in accordance with relevant UK waste and environmental regulations. Certain items, including but not limited to electrical goods, mattresses and large household waste, may require specific disposal methods.

9.2 The Customer must clearly identify any items that are to be disposed of rather than moved. The Company will advise whether it can lawfully remove and dispose of such items and whether any additional charges apply.

9.3 The Company will not remove or dispose of controlled, hazardous, clinical or prohibited waste. The Customer is responsible for arranging suitable disposal in compliance with the law.

9.4 Where the Company agrees to dispose of items on the Customer's behalf, the Customer confirms that they are the legal owner of those items or have the owner's permission to arrange disposal.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company's liability is subject to the limitations set out in this section.

10.2 The Company's liability for loss of or damage to Goods, whether caused by negligence, breach of contract or otherwise, shall not exceed a reasonable value per item or per job as determined by the Company, unless otherwise agreed in writing before the commencement of the Services.

10.3 The Company shall not be liable for:

(a) Loss or damage arising from the Customer's failure to pack Goods properly, unless the Company has provided a packing service;

(b) Loss or damage to fragile items, including but not limited to glass, mirrors, china, electronics and artwork, unless such items have been professionally packed and clearly identified to the Company;

(c) Normal wear and tear, minor scuffs, scratches or marks that may occur in the ordinary course of moving Goods;

(d) Loss of or damage to dismantled furniture or flat-pack items that are not designed to be moved assembled;

(e) Indirect or consequential loss such as loss of profits, loss of income, or loss of opportunity;

(f) Loss or damage occurring where the Customer or a third party has packed, loaded, or unloaded the Goods.

10.4 The Company shall not be liable for any delay in completing the Services caused by events beyond its reasonable control, including but not limited to traffic, accidents, severe weather, road closures, strikes, or acts of third parties.

10.5 The Customer must notify the Company of any visible loss or damage to Goods as soon as reasonably possible and, in any event, within a reasonable time after completion of the Services. Failure to notify within a reasonable period may affect any claim.

10.6 Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.

11. Claims and Complaints

11.1 If the Customer wishes to make a complaint or claim in relation to the Services, they should contact the Company as soon as reasonably practicable with full details of the issue, including photographs where relevant.

11.2 The Company will investigate any complaint or claim in good faith and may request additional information or evidence from the Customer.

11.3 Any offer of settlement or goodwill gesture made by the Company shall not be taken as an admission of liability unless expressly stated in writing.

12. Access, Property Protection and Safety

12.1 The Customer must ensure that safe and reasonable access is available at all relevant Service Addresses, including clear pathways, safe staircases and suitably lit areas.

12.2 The Company may refuse to move Goods that, in its reasonable opinion, cannot be moved safely or without risk of damage to property, the Goods or persons involved.

12.3 The Customer is responsible for protecting floors, walls and fixtures if they are concerned about potential marks or scuffs, unless the Company has expressly agreed to provide protective coverings.

12.4 The Customer must keep children, pets and unauthorised persons away from working areas while Services are being carried out.

13. Subcontracting

13.1 The Company reserves the right to subcontract some or all of the Services to carefully selected third parties.

13.2 Where Services are subcontracted, these Terms and Conditions will still apply, and the Company will remain responsible for the proper performance of the contract with the Customer.

14. Personal Data

14.1 The Company may collect and process personal data relating to the Customer for the purposes of handling enquiries, managing Bookings, processing payments, and providing the Services.

14.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable steps to keep such data secure.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 and Conditions or their subject matter.

16. General Provisions

16.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior understandings, representations or agreements, whether oral or written.

16.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

16.3 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

16.4 The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without the Company's prior written consent.

16.5 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer's Booking will apply to that Booking.