Terms and Conditions

Man with Van Lisson Grove Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Lisson Grove provides transport, moving and related services. By booking our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

1.1 "Company" means Man with Van Lisson Grove, the provider of removal and transport services.

1.2 "Customer" means the person, firm or organisation who requests or receives the services of the Company.

1.3 "Services" means any man and van, removal, relocation, transport, loading, unloading, packing, unpacking, or related services provided by the Company.

1.4 "Goods" means the items and property that the Company is requested to move, transport, handle or store.

1.5 "Booking" means an agreed request by the Customer for the Company to provide Services on a particular date, time and at given locations.

1.6 "Service Area" means the general areas in which the Company commonly operates, including Lisson Grove and surrounding districts, as well as other locations within the United Kingdom as agreed at the time of booking.

2. Scope of Services

2.1 The Company offers man and van removal and transport services within its usual service area and to destinations elsewhere in the UK by prior agreement.

2.2 Services may include loading, transport and unloading of Goods, and may also include assistance with packing and unpacking where expressly agreed.

2.3 Any additional services requested on the day of the move are subject to availability and may incur extra charges, which will be explained before being carried out.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted communication channels. A Booking is only confirmed when the Company has provided written or clear verbal confirmation and, where required, the Customer has paid any deposit requested.

3.2 The Customer must provide accurate and complete information at the time of booking, including:

(a) full collection and delivery addresses;

(b) details of property access such as floors, lifts, parking restrictions and narrow streets;

(d) any special handling requirements, oversized items or fragile items;

(e) preferred date and time for the Services.

3.3 The Company reserves the right to adjust the quoted price or decline the Booking if the information supplied is incomplete, inaccurate or changes materially before the Service date.

3.4 The Customer is responsible for ensuring that the dates and times of the Booking are correct and that they or an authorised representative are present at both collection and delivery locations.

4. Quotes and Pricing

4.1 Any quotation provided by the Company is based on the information given by the Customer and is generally either a fixed price or an hourly rate, as specified at the time of booking.

4.2 Quotations are normally valid for a limited period specified by the Company. After this period, prices may be subject to change.

4.3 The Company may adjust the final charge where:

(a) the move takes longer than anticipated due to circumstances outside the Company’s control, including but not limited to delays caused by traffic, waiting for keys, or restricted access;

(b) there are additional Goods not declared at the time of booking;

(d) the Customer requests additional services on the day.

4.4 All prices will be provided in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments

5.1 The Customer agrees to pay the Company in accordance with the price and payment terms agreed at the time of booking.

5.2 The Company may require a deposit to secure a Booking. Any deposit requirements will be communicated to the Customer before confirmation of the Booking.

5.3 Unless otherwise agreed, payment of any remaining balance is due on completion of the Services on the same day.

5.4 The Company reserves the right to refuse to start or to continue the Services if payment terms are not met.

5.5 If payment is not received when due, the Company may charge reasonable interest on the overdue amount and may take legal steps to recover any unpaid sums, including any associated costs.

6. Cancellations and Amendments

6.1 If the Customer needs to cancel or amend a Booking, they must notify the Company as soon as possible.

6.2 The Company may apply cancellation charges as follows, unless agreed otherwise:

(a) cancellation more than 72 hours before the scheduled start time: no cancellation fee, and any deposit may be refundable or transferable at the Company’s discretion;

(b) cancellation between 24 and 72 hours before the scheduled start time: the Company may retain all or part of the deposit or charge a percentage of the agreed price to cover costs;

(c) cancellation less than 24 hours before the scheduled start time or failure to be present when the team arrives: the Company may charge up to the full agreed price.

6.3 If the Customer requests a change of date, time or location, the Company will try to accommodate this but cannot guarantee availability. Changes may result in revised pricing.

6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including extreme weather, vehicle breakdown, staff illness, safety concerns, or legal restrictions. In such cases, the Company will aim to offer an alternative date or provide a refund of any deposits paid, but will not be liable for any consequential loss.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) ensuring that all Goods are properly packed and ready for transport, unless packing services have been expressly agreed;

(b) securing or removing any fixtures, fittings or equipment that are not to be moved;

(d) ensuring that access to the property is safe and clear for the Company’s team and vehicle;

(e) being present or ensuring an authorised representative is present during loading and unloading to provide instructions and check items.

7.2 The Customer must not ask the Company to move any items that the Company is prohibited from carrying by law or that may be unsafe.

8. Excluded and Prohibited Items

8.1 The Company does not carry or handle the following items unless expressly agreed in writing and suitably prepared:

(a) hazardous materials, flammable or explosive items, chemicals, gas cylinders or fuel containers;

(b) illegal goods or substances;

(d) high-value items such as cash, jewellery, important documents, antiques or artwork, unless adequately insured and notified to the Company in advance.

8.2 If such items are transported without the Company’s knowledge, this is entirely at the Customer’s risk and the Company accepts no liability for loss or damage or for any resulting legal issues.

9. Waste and Rubbish Regulations

9.1 The Company operates in accordance with relevant UK waste and environmental regulations.

9.2 The Company is not a general waste disposal operator. Any removal of waste or rubbish must be agreed in advance and will be carried out only where legally compliant.

9.3 The Customer must not request the Company to dispose of controlled or hazardous waste through normal moving Services. Such items include but are not limited to chemicals, oils, asbestos, clinical waste and electrical equipment that requires specialist recycling.

9.4 Where the Company agrees to remove unwanted items, these will be taken to appropriate disposal or recycling facilities. Additional charges may apply based on volume, weight, type of material and any disposal fees imposed by facilities or local regulations.

9.5 The Customer remains responsible for ensuring that items presented as waste are lawful to dispose of and do not breach any ownership, data protection or environmental obligations.

10. Liability and Insurance

10.1 The Company will take reasonable care in handling and transporting the Goods. However, the Customer accepts that normal risks exist in moving items, particularly in built-up urban areas and multi-storey properties.

10.2 The Company’s liability for loss of or damage to Goods, arising from its negligence or breach of contract, is limited to a reasonable amount that reflects the cost of repair or replacement, subject to any specific limitations notified to the Customer.

10.3 The Company will not be liable for:

(a) pre-existing damage, wear and tear, or defects in the Goods;

(b) damage to assemble-it-yourself furniture that is not designed to be moved fully assembled, or that is inadequately constructed;

(d) loss or damage where the Customer or their representative has packed, loaded or unloaded the Goods without the Company’s involvement;

(e) consequential or indirect losses such as lost profits, lost business, loss of opportunity, or emotional distress.

10.4 The Company is not liable for delays or failure to perform where caused by events outside its reasonable control, including but not limited to severe weather, road closures, traffic incidents, mechanical breakdowns, civil disturbances or acts of government.

10.5 The Customer is strongly advised to arrange their own insurance cover for high-value items or where they require protection beyond the Company’s limited liability.

11. Claims and Complaints

11.1 Any visible damage or loss should be reported to the Company’s team as soon as reasonably possible and noted before they leave the delivery address.

11.2 The Customer must notify the Company in writing of any claim relating to loss or damage to Goods within a reasonable time after the completion of the Services, giving full details of the incident and the items concerned.

11.3 The Company will investigate all properly submitted claims and respond within a reasonable period. The Customer agrees to cooperate by providing evidence such as photographs, receipts and descriptions of the Goods affected.

12. Access, Parking and Restrictions

12.1 The Customer is responsible for arranging suitable parking for the Company’s vehicle at both collection and delivery locations and for complying with any local parking rules or restrictions.

12.2 Any parking fines or penalties incurred as a direct result of the Customer’s failure to arrange proper parking or provide accurate information may be charged to the Customer.

12.3 The Company reserves the right to refuse to carry out Services where access is unsafe or would put staff, vehicles or Goods at unreasonable risk.

13. Health and Safety

13.1 The Company operates with regard to health and safety legislation and guidelines. Staff have the right to refuse to move items that are excessively heavy, unsafe, or that cannot be moved without risk of injury or damage.

13.2 The Customer must ensure that pathways, stairways and entrances are free from hazards and that children and pets are kept away from areas where the Company is working.

14. Data Protection and Privacy

14.1 The Company will collect and use personal information provided by the Customer for the purposes of handling enquiries, managing Bookings, delivering Services, processing payments, and complying with legal obligations.

14.2 The Company will take reasonable steps to protect personal data and will not share it with third parties except where necessary to provide the Services, process payments, or where required by law.

15. Variation of Terms

15.1 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.

15.2 Any changes or additional terms specifically agreed between the Customer and the Company must be confirmed by the Company to be valid.

16. Severability

16.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions will 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, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 The parties agree that 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 Van Lisson Grove, the Customer confirms that they have read, understood and agree to these Terms and Conditions.