Terms and Conditions for Man With Van Queensbury

These Terms and Conditions set out the basis on which Man With Van Queensbury provides moving, transport, and related service arrangements to customers. By making a booking, confirming a quotation, or otherwise instructing the company to carry out work, the customer agrees to these terms. They are designed to create a clear, fair, and practical understanding of the service, including how bookings are made, how payments are handled, what happens if a job is changed or cancelled, how liability is limited, and how waste rules are applied where relevant.

These terms apply to all standard jobs carried out by a Queensbury man with van service, including domestic moves, business transport, single-item collections, and other agreed vehicle-assisted services. They should be read carefully before any booking is confirmed. If the customer is arranging services on behalf of another person, they must ensure that the person receiving the service is aware of and accepts these terms. Nothing in these terms affects the customer’s statutory rights under UK law.

References to “we”, “us”, or “our” mean the service provider operating the man and van Queensbury service. References to “you” or “the customer” mean the individual or business placing the booking, approving the quote, or receiving the service. These terms may be updated from time to time for legal, operational, or administrative reasons. The version in force at the time of booking will apply to that booking unless a written variation has been agreed.

1. Booking Process

All services are subject to availability and are only confirmed once a booking has been accepted by us. A booking request may be made by telephone, email, online form, or any other accepted method of communication. A quotation is normally based on the information supplied by the customer, including the type of items, estimated volume, access conditions, loading and unloading locations, date, time, and any special handling requirements. If the information later proves inaccurate, we may revise the price, timing, vehicle type, staffing, or other service details.

When the customer accepts the quote and provides the required booking details, a provisional reservation may be held. A booking becomes confirmed only when we have acknowledged acceptance and, where required, received a deposit or advance payment. In some cases, confirmation may also depend on the customer providing extra information, such as parking instructions, building access details, or item dimensions. The customer is responsible for making sure that the information provided is complete, truthful, and not misleading.

Man With Van Queensbury reserves the right to decline, suspend, or cancel a booking where there is insufficient information, a safety concern, suspected misuse of the service, or circumstances beyond our control. We may also refuse a booking if the requested load includes prohibited items, excessive waste, hazardous materials, or items that require a specialist carrier. Any agreed arrival time is an estimate unless expressly guaranteed in writing. Delays caused by traffic, weather, vehicle issues, access restrictions, or third-party interference do not automatically create a right to compensation.

The customer must ensure that someone is present at the loading or unloading address, unless alternative arrangements have been agreed in advance. The customer must also ensure that the premises are accessible and that lifts, parking arrangements, and any necessary permits are in place when required. If we are unable to complete the service because access is denied or the customer is absent, additional waiting charges, redelivery charges, or cancellation fees may apply.

2. Payments and Charges

All prices are normally based on the quotation given before the job begins. Unless otherwise stated, quotations may include labour, vehicle use, fuel, and standard travel time, but may exclude parking charges, congestion fees, tolls, specialist packing materials, waiting time, disposal costs, and any additional labour requested by the customer. Where a booking is based on an hourly rate, time begins when the vehicle and crew arrive at the agreed location or at another stated start point. Any minimum charge, if applicable, will be made clear at the time of booking.

Payment must be made in accordance with the agreed terms and may be required in full on completion, partially in advance, or in stages where a project has been arranged in that way. We may request a deposit to secure the date and time. Unless otherwise agreed, all invoices must be paid immediately or within the specified payment period. We accept that some customers may prefer to pay by bank transfer, card, or another approved method, but payment is only considered complete once cleared funds have been received.

Late payment may result in administration charges, interest, or recovery action where permitted by law. If a payment is reversed, disputed without reasonable cause, or not honoured by the customer’s bank or payment provider, we may suspend further work and recover any resulting losses. The customer remains responsible for all charges incurred by us in connection with their booking, including reasonable costs arising from incorrect information, failed access, additional labour, or extended waiting time.

3. Cancellations and Amendments

The customer may request changes to a booking, including date changes, time changes, additional items, or altered access arrangements. We will try to accommodate reasonable amendments, but we cannot guarantee availability. Any change may affect the price and timing of the service. If the amended job is materially different from the original quote, we may provide a revised quotation and ask for confirmation before proceeding.

Cancellations should be made as early as possible. If the customer cancels after the booking has been confirmed, cancellation charges may apply. The amount charged may depend on how close the cancellation is to the scheduled date, whether staff or vehicles have already been allocated, and whether materials or third-party costs have been committed. Where a deposit has been paid, it may be retained in full or in part to cover reasonable administrative and scheduling losses, unless a refund is required by law.

If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, vehicle breakdown, road closures, staff illness, or legal restrictions, we will contact the customer as soon as reasonably possible. In such cases, our liability is limited to rescheduling the job or refunding any amount paid for the cancelled portion of the service, unless a greater remedy is required by law. We will not be responsible for indirect losses caused by a cancellation, such as missed deadlines or third-party costs, unless caused by our negligence.

4. Liability and Customer Responsibilities

The customer is responsible for ensuring that all items handed over for transport are suitably packed, protected, and ready for loading unless we have agreed to provide packing assistance. We are not responsible for pre-existing damage, hidden defects, loose fittings, fragile contents not declared in advance, or damage caused by poor packing. Where we assist with lifting or carrying, we will take reasonable care, but the customer remains responsible for advising us of any item requiring special handling, weight warnings, or disassembly needs.

Our liability for loss or damage is limited to direct loss caused by our proven negligence or breach of contract. We do not accept responsibility for indirect, consequential, or economic losses, including missed appointments, business interruption, loss of profit, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

The customer must ensure that items do not include prohibited, dangerous, illegal, or inadequately secured goods. We are not responsible for checking the legality, ownership, or contents of items unless required by law. If we suspect that an item is unsafe, unlawful, or likely to cause harm, we may refuse to carry it, remove it from the load, or terminate the service immediately. The customer will remain liable for any charges already incurred and for any loss suffered by us as a result of the issue.

5. Waste Regulations and Prohibited Materials

Where the service includes removal, collection, or disposal of unwanted items, waste must be handled in accordance with applicable UK waste regulations. The customer must tell us in advance if any materials are to be treated as waste rather than as goods to be transported. The customer should not present mixed waste, commercial waste, electrical waste, hazardous substances, clinical waste, tyres, gas cylinders, chemicals, paint, oils, asbestos, or other controlled materials unless prior written acceptance has been given and the service has been arranged lawfully.

We may refuse to transport or dispose of any waste that does not comply with legal requirements or our operational rules. Where waste collection is agreed, the customer confirms that they have the right to pass the waste to us for lawful disposal and that the waste description provided is accurate. If additional sorting, separation, loading, or disposal costs arise because the waste was misdescribed or improperly presented, those costs will be charged to the customer.

When waste is transferred, stored, or disposed of, the customer agrees to cooperate with any information required to maintain compliance, including details about the type, origin, and quantity of waste. We may use licensed transfer stations, carriers, or disposal partners where appropriate. The customer acknowledges that unlawful waste disposal is a criminal matter and that we will not knowingly accept any instruction that would breach environmental, transport, or waste-handling laws. If a booking involves rubbish removal, the customer must ensure that the items are genuinely suitable for this type of service and are not mixed with prohibited matter.

6. Service Conditions

The customer agrees to provide safe and lawful access to the premises, including any keys, codes, permits, or permissions required to carry out the work. If stair access, long carries, delays, or awkward entry conditions are not disclosed in advance, additional charges may apply. We may refuse to perform any task that is unsafe, excessively strenuous, or beyond the scope of the agreed service. Any furniture assembly, disassembly, packing, or loading aid is provided only if included in the booking or agreed on the day.

We may sub-contract or assign work where necessary to meet the customer’s requirements or to manage operational demand. Any person carrying out the service on our behalf will be expected to comply with these terms. The customer must treat our staff and contractors with respect and must not expose them to abuse, harassment, aggression, or unsafe conditions. We may withdraw from a job immediately if our team considers that continuing would be unsafe or unreasonable.

Man With Van Queensbury may take reasonable steps to protect vehicles, goods, and personnel during the service, including rearranging loads or refusing to move overloaded or unstable items. The customer agrees that, where necessary, we may use our professional judgment regarding the safest way to complete the task. Any instructions that conflict with road safety, lifting safety, insurance conditions, or the law may be declined.

7. Claims, Complaints, and Evidence

If the customer believes that a loss, delay, or damage has occurred, they should notify us as soon as reasonably possible and provide relevant evidence, including photographs, item descriptions, and supporting documents. Claims made long after the service may be more difficult to assess and may be rejected if the delay prevents proper investigation. The customer must allow us a reasonable opportunity to inspect the issue, gather information, and consider whether any compensation is due under these terms.

Any claim relating to damage in transit should be reported promptly, and the customer must take reasonable steps to reduce any further loss. Where an item is fragile, valuable, or unusually expensive, the customer should tell us before the booking is accepted. If the customer wishes to rely on insurance cover, they must check their own policy and any conditions that apply. We do not provide a guarantee beyond the legal limits and the express terms stated here.

Man With Van Queensbury aims to resolve disputes fairly and efficiently. If an issue cannot be resolved informally, the parties may pursue their legal rights through the appropriate channels. Nothing in this section prevents the customer from bringing a claim where they are entitled to do so under applicable law, but we encourage prompt communication and accurate documentation to help reach a practical outcome.

8. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control. These may include extreme weather, fire, flood, accident, road closure, strike, civil disorder, public emergency, legal restriction, or the unavailability of necessary equipment or personnel. Where such an event occurs, we will take reasonable steps to minimise disruption and may offer an alternative date, revised service arrangement, or refund of sums paid for work not carried out.

The customer also acknowledges that certain events may affect their own ability to receive the service, such as building closures, parking restrictions, eviction of access, or emergency circumstances at the collection or delivery location. In such cases, we will act reasonably and may charge for any work already completed or for additional time spent waiting or rerouting. No party will be responsible for losses that could not reasonably have been prevented.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from or connected with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless the customer is entitled by law to bring proceedings elsewhere. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

The headings in this document are included for convenience only and do not affect interpretation. Any failure by us to enforce a right or provision in one instance shall not be treated as a waiver of that right or provision in any other instance. These terms form the complete agreement between the customer and the service provider in relation to the booking, unless a separate written contract has been agreed.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions.