Terms and Conditions

Man With a Van Kilburn Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Kilburn provides removal and related services within the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

1. Definitions

In these Terms and Conditions, the following expressions have the following meanings:

1.1 "Company" means Man With a Van Kilburn, the provider of removal and related services.

1.2 "Customer" means the person, firm, or organisation that engages the Company to provide services.

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

1.4 "Goods" means all items, property, or possessions to be moved, handled, or otherwise dealt with by the Company.

1.5 "Service Area" means the locations in which the Company agrees to operate from time to time, including but not limited to residential and commercial areas typically served by a man and van removal service.

2. Scope of Services

2.1 The Company provides man and van removal services, including local and regional moves, small house or flat moves, office and business moves, and collection and delivery of items.

2.2 The exact scope of the Services will be as agreed at the time of booking, based on the information provided by the Customer regarding address details, access restrictions, parking requirements, item types, and volume of Goods.

2.3 The Company reserves the right to refuse to carry out any Services where the Goods or circumstances pose a risk to health and safety, are unlawful, or fall outside the reasonable scope of a man and van removal operation.

3. Booking Process

3.1 Bookings may be made by the Customer through the methods made available by the Company from time to time. The Customer must provide accurate and complete information regarding the nature of the move, the addresses involved, access conditions, parking arrangements, and any special requirements.

3.2 A booking is not confirmed until the Company has accepted it and, where required, has received any booking fee or deposit specified by the Company. The Company may decline a booking at its discretion.

3.3 The Customer is responsible for ensuring that all information supplied at the time of booking is correct. Any changes to the booking details, including changes of date, time, addresses, or the volume or type of Goods, must be notified to the Company as soon as possible. Changes may result in additional charges or the need to reschedule.

3.4 The Customer must ensure that suitable parking is arranged at all collection and delivery points. Any parking fees, permits, or penalties incurred as a result of the Customer’s failure to arrange appropriate parking may be charged to the Customer.

4. Estimates and Pricing

4.1 The Company may provide an estimate based on the information supplied by the Customer. Estimates are not binding where the information provided was incomplete, inaccurate, or subsequently changes.

4.2 The Company may charge by the hour, by a fixed price, or by another agreed method. All pricing structures will be communicated to the Customer before confirming the booking.

4.3 Additional charges may apply in circumstances including, but not limited to:

(a) delays caused by the Customer or third parties, including delays in gaining access to the property;

(b) additional items or greater volume than originally stated at the time of booking;

(c) the need to use additional vehicles, staff, or equipment due to the nature or quantity of the Goods;

(d) difficult access, such as long carry distances, stairs, lifts, or restricted loading areas;

(e) work carried out outside standard operating hours, if not previously agreed.

4.4 Where the actual work required differs significantly from the booking description, the Company may either adjust the price accordingly or decline to proceed with part or all of the work.

5. Payments

5.1 The Customer agrees to pay the Company’s charges for the Services in accordance with the agreed price and payment terms.

5.2 The Company may require full or partial payment in advance, including a booking fee or deposit, as specified at the time of booking. Any remaining balance may be payable on or before completion of the Services, depending on the agreed terms.

5.3 Payment methods will be specified by the Company and may include card payment, bank transfer, or other accepted methods. The Customer must ensure that cleared funds are available when due.

5.4 If payment is not made when due, the Company reserves the right to:

(a) suspend or cease the provision of Services;

(b) charge interest on overdue amounts at a reasonable rate from the due date until payment is received in full;

(c) retain the Goods until all outstanding amounts, including any storage or administration charges, have been settled.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a booking, the Customer must notify the Company as soon as reasonably possible using an accepted communication method.

6.2 The Company may apply cancellation fees based on the notice given:

(a) more than 7 days before the scheduled service date: no cancellation fee may apply, subject to any non-refundable booking fee that has been clearly explained;

(b) between 48 hours and 7 days before the scheduled service date: the Company may charge a percentage of the quoted price to cover allocated resources and administration costs;

(c) less than 48 hours before the scheduled service date or on the day of the move: the Company may charge up to 100 percent of the quoted price.

6.3 If the Company needs to cancel or reschedule a booking due to circumstances beyond its reasonable control, such as vehicle breakdown, severe weather, or staff illness, it will notify the Customer as soon as reasonably practicable and offer an alternative date or time. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) packing all Goods safely and securely, unless packing services have been expressly agreed as part of the Services;

(b) ensuring that fragile items are adequately protected and clearly labelled;

(c) disconnecting and preparing appliances and equipment for transport, unless otherwise agreed;

(d) arranging access and parking at all locations and ensuring that the Company’s vehicles can safely load and unload;

(e) being present or represented at collection and delivery points to provide instructions and sign any relevant documentation.

7.2 The Customer must not ask the Company to transport any items that are unlawful, hazardous, explosive, flammable, perishable, or otherwise unsuitable, including but not limited to gas cylinders, fuel, chemicals, illegal substances, or items requiring specialist licences.

8. Liability for Loss or Damage

8.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.

8.2 The Company will not be liable for loss or damage arising from:

(a) the Customer’s failure to pack Goods properly, unless packing services were provided by the Company;

(b) inherent defects, vulnerabilities, or pre-existing damage in the Goods;

(c) normal wear and tear, minor scuffs, or scratches that are consistent with handling and transport of used items;

(d) acts or omissions of the Customer or third parties;

(e) war, terrorism, natural disasters, severe weather, or other events beyond the Company’s reasonable control.

8.3 If the Company is found liable for loss of or damage to Goods, its liability will be limited to a reasonable amount, having regard to the nature, age, and condition of the Goods, and not exceeding a capped sum per item or per job as notified by the Company from time to time.

8.4 The Customer should consider arranging appropriate insurance cover for high-value items or for comprehensive removal insurance. The Company does not provide insurance advice.

8.5 The Customer must report any loss or damage to the Company as soon as possible and, in any event, within a reasonable period after completion of the Services. The Customer must provide evidence of the loss or damage and cooperate in any investigation or claims process.

9. Exclusions of Liability

9.1 To the fullest extent permitted by law, the Company will not be liable for:

(a) indirect, incidental, or consequential loss or damage, including loss of profits, business interruption, or loss of opportunity;

(b) loss or damage caused by the Customer’s breach of these Terms and Conditions;

(c) loss or damage arising from delays, where such delays are outside the Company’s reasonable control.

9.2 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded or limited under applicable law.

10. Waste and Disposal Regulations

10.1 The Company is a removal service provider and does not operate as a general waste carrier or disposal contractor unless specifically and separately agreed.

10.2 The Customer must not present waste or items for disposal that require specialist licences, permits, or treatment, including hazardous waste or controlled substances.

10.3 Any request for disposal or clearance must be clearly stated at the time of booking, and the Company will confirm whether it is able to provide such services under applicable waste regulations in the United Kingdom.

10.4 Where the Company agrees to remove items for disposal, it will do so in accordance with relevant laws and regulations. The Customer remains responsible for ensuring that items presented for disposal are lawful and suitable to be handled by a removal provider.

10.5 The Company may refuse to remove or dispose of any items that it reasonably believes may breach environmental or waste management laws or that may cause harm, damage, or contamination.

11. Delays and Access

11.1 The Customer must ensure that the Company has clear and safe access to the premises at all agreed times. Any delays caused by the Customer or third parties may lead to additional charges.

11.2 The Company will use reasonable endeavours to arrive at the agreed time, but times are estimates and not guaranteed. The Company will not be liable for delay arising from traffic, weather, accidents, or other factors beyond its control.

12. Storage

12.1 Where the Company agrees to arrange temporary storage of Goods, the terms of such storage, including charges, access, and security, will be communicated to the Customer.

12.2 The Company’s liability, if any, for Goods in storage will be limited in accordance with these Terms and Conditions and any applicable storage agreement.

13. Complaints

13.1 If the Customer has a complaint about the Services, they should raise it with the Company as soon as possible so that it can be addressed promptly.

13.2 The Company will investigate any complaint and seek to resolve it in a fair and timely manner. The Customer may be asked to provide supporting evidence, including photographs or written details.

14. Data Protection and Privacy

14.1 The Company will process personal data in accordance with applicable data protection laws in the United Kingdom.

14.2 The Customer’s contact details and any other personal information provided will be used only for the purpose of managing the booking, delivering the Services, handling payments, and addressing any queries or complaints, unless otherwise required or permitted by law.

15. Variations

15.1 The Company may update or vary 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.

15.2 Any changes to the Services, price, or other material terms must be agreed between the Company and the Customer.

16. Severability

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

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of Services by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 the Services provided by the Company.

By making a booking with Man With a Van Kilburn or by using our removal services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.