Terms and Conditions
Man with Van Queensbury Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Queensbury provides removal and related services. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied by us, including household removals, small office moves, collection and delivery, loading and unloading, and related transportation within our normal service areas.
If you do not agree with any part of these Terms and Conditions, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
1.1 We, us, our means Man with Van Queensbury, the provider of removal and related services.
1.2 You, your means the individual, business or other party who books and pays for the services.
1.3 Services means any removal, transport, collection, delivery, loading, unloading, packing assistance or related services provided by us.
1.4 Vehicle means any van or other vehicle used by us to provide the services.
1.5 Goods means the items, belongings, furniture, equipment, boxes or materials that you ask us to move, handle or transport.
1.6 Contract means the agreement between you and us for the provision of services, comprising these Terms and Conditions together with the details of your confirmed booking.
2. Booking Process
2.1 You may request a quotation by providing accurate details of the job, including but not limited to collection and delivery addresses, access details, dates and times, approximate volume of goods, special handling requirements and any time restrictions.
2.2 All quotations are given in good faith based on the information you provide. If the information is incomplete, inaccurate or changes, we reserve the right to amend the quotation or charge additional fees to reflect the actual work required.
2.3 A booking is not confirmed until we have expressly accepted your request and you have accepted the quotation and any applicable deposit terms. Verbal or informal discussions do not constitute a confirmed booking.
2.4 When making a booking, you must ensure that a responsible adult is present at the collection and delivery addresses to supervise the move, provide access, confirm which goods are to be moved and sign any relevant documentation.
2.5 We may refuse any booking request at our discretion, including where we believe the job involves prohibited items, unsafe working conditions or unreasonable demands.
3. Services and Access
3.1 We will provide the services with reasonable care and skill, using appropriately equipped vehicles and personnel suitable for small to medium removals and local transport.
3.2 It is your responsibility to ensure that adequate access is available at both the collection and delivery locations, including suitable parking for our vehicle, safe access to the building, lifts where required and clear passageways.
3.3 You must arrange any necessary parking permissions, permits or visitor passes in good time. Any parking fines or penalties incurred as a direct result of your failure to arrange suitable parking will be added to your final invoice.
3.4 Unless expressly agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of complex furniture, removal of doors or windows, or specialist lifting beyond normal manual handling capabilities.
3.5 Time estimates for arrival and completion are given in good faith but are not guaranteed. Events such as traffic, weather conditions, road closures and delays at previous jobs may affect timings. We will make reasonable efforts to keep you informed of any significant delays.
4. Items We Do Not Carry
4.1 For safety, legal and insurance reasons, we do not carry certain items, including but not limited to:
a. Hazardous materials, flammable liquids, explosives, gas cylinders, chemicals or fuels.
b. Illegal goods, stolen property, or items that you do not have the legal right to possess or move.
c. Cash, jewellery, precious metals, securities, important documents or other high value items that should be transported personally by you.
d. Live animals, pets, plants or perishable food items.
4.2 If you pack or conceal any prohibited items without our knowledge, you will be solely responsible for any resulting loss, damage, fine, penalty, claim or expense and you agree to indemnify us against all such consequences.
5. Packing and Preparation
5.1 Unless expressly stated as part of our quotation, you are responsible for packing all goods securely prior to our arrival using suitable materials and containers.
5.2 Fragile items such as glass, ceramics, electronics and artwork must be properly protected, wrapped and cushioned. We will take reasonable care when handling goods, but we cannot be held liable for damage arising from inadequate packing carried out by you.
5.3 You must empty wardrobes, drawers and cupboards before they are moved unless we have agreed otherwise. Overloaded or unstable furniture may be refused for safety reasons.
5.4 Large furniture should be dismantled by you where necessary to allow safe movement. If we agree to assist with dismantling or reassembly, this is done using reasonable care, but we do not guarantee that items can or will be restored to their original condition.
6. Payments and Charges
6.1 Charges may be calculated on an hourly rate, a fixed price or a combination of both, as set out in your quotation and booking confirmation.
6.2 Time based charges are calculated from the agreed start time or arrival window, or from the time we arrive at the collection address if later due to your delay, and continue until the completion of unloading at the final destination.
6.3 Additional charges may apply for waiting time, extra labour, additional drop off points, extended distances, stairs above the first floor without lift access, oversized or especially heavy items, or any work not described in the original quotation.
6.4 Unless otherwise agreed, payment is due immediately upon completion of the job. We reserve the right to request full or partial advance payment or a deposit to secure the booking.
6.5 If payment is not received when due, we may charge reasonable late payment fees and interest on outstanding amounts until settlement, and we may suspend or refuse further services until payment is made.
6.6 All prices are quoted in pounds sterling and are exclusive of any applicable taxes or government charges unless clearly stated otherwise.
7. Cancellations and Amendments
7.1 You may cancel or amend your booking subject to the following conditions.
7.2 If you cancel more than 48 hours before the agreed start time, any prepaid amounts may be refundable at our discretion, less any reasonable administrative costs.
7.3 If you cancel within 48 hours of the agreed start time, we reserve the right to retain part or all of any deposit or to charge a cancellation fee up to a reasonable percentage of the quoted price to cover lost time and costs.
7.4 If you significantly amend the booking, including changes to date, time, addresses, volume of goods or required labour, we may adjust the price accordingly and may treat the original booking as cancelled if we cannot accommodate the new details.
7.5 We may cancel a booking without liability to you if:
a. You fail to provide accurate information or access details.
b. We reasonably believe that carrying out the job would be unsafe or unlawful.
c. Extreme weather, road closures, vehicle breakdown or other events beyond our reasonable control prevent us from attending.
7.6 In the event that we cancel a confirmed booking, we will offer to reschedule where possible or refund any payments received for the cancelled service. We are not liable for any indirect or consequential loss arising from such cancellation.
8. Your Responsibilities
8.1 You are responsible for ensuring that:
a. All goods to be moved are owned by you or you have full permission of the owner.
b. All necessary documents, permits and permissions for parking, loading, unloading and building access are in place.
c. Goods are properly packed, labelled and ready for loading at the agreed time.
d. Fragile or high value items are clearly identified to our staff.
e. Children and pets are kept away from moving areas to ensure safety.
8.2 You must not ask our staff to undertake any illegal act, work at unsafe heights, carry loads beyond safe manual handling limits, or move items that are clearly unsuitable for carriage in a standard van.
8.3 You agree to pay for any damage to our vehicles or equipment caused by your negligence, misuse or deliberate actions.
9. Liability and Limits of Responsibility
9.1 We will exercise reasonable care and skill in handling and transporting your goods, but our liability is subject to the limitations in this section.
9.2 We are not liable for loss or damage to goods arising from:
a. Your failure to pack items properly or securely.
b. Normal wear and tear, scratches or scuffs occurring during handling.
c. Dismantling or reassembly carried out at your request, where items were not designed for repeated dismantling.
d. Inherent defects or pre existing damage in the goods.
e. Changes in atmospheric conditions such as damp, mould, heat or cold.
f. Transport of items that you have packed in unsuitable containers.
9.3 Our total liability for any single claim or series of connected claims, whether for loss, damage or other breach of contract, shall not exceed a reasonable limit in line with the value of the job and the charges paid for the services, unless a higher level of cover has been agreed in writing before the move.
9.4 We shall not be liable for any indirect or consequential loss, including loss of profits, loss of opportunity, or other economic loss arising out of or in connection with the services.
9.5 You must notify us of any visible loss or damage as soon as reasonably possible and in any event within 48 hours of completion of the job. We may request evidence such as photos, receipts or reports. Failure to notify us within this period may affect our ability to investigate and may reduce or extinguish any liability.
9.6 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, or for any other liability which cannot be excluded under applicable law.
10. Insurance
10.1 You are responsible for ensuring that your own insurance arrangements adequately cover your goods during the move, including loading, transit and unloading.
10.2 We may hold relevant business and vehicle insurance appropriate for a removal and man and van service, but this is not a substitute for your own contents or commercial insurance, and may be subject to exclusions and limits.
11. Waste and Disposal Regulations
11.1 We provide removal and transport services and are not a general waste disposal company. We do not remove household refuse, builders rubble, hazardous waste or any items that must be handled by licensed waste carriers.
11.2 Any request to dispose of unwanted items must be agreed in advance. Where we agree to remove items for disposal, they will be taken only to appropriate facilities in accordance with relevant waste and environmental regulations.
11.3 You must not ask us to dispose of items unlawfully, abandon goods in public areas, or leave waste at locations where disposal is not permitted.
11.4 If we incur any fines, penalties or charges because you instruct us to deal with waste or goods in a way that breaches regulations, you will be responsible for reimbursing us in full.
12. Delays and Events Beyond Our Control
12.1 We will not be liable for delays or failure to perform our obligations where such delays or failures result from events beyond our reasonable control, including but not limited to severe weather, accidents, road closures, breakdowns, strikes, public disturbances or acts of government.
12.2 Where such events occur, we will make reasonable efforts to inform you and to complete the services as soon as reasonably practicable, or to arrange an alternative date and time.
13. Complaints and Dispute Resolution
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we have an opportunity to address your concerns.
13.2 We will investigate complaints in a fair and timely manner and may request further information or evidence from you to assist in our investigation.
13.3 Where we conclude that we are at fault, we may offer a remedy which could include a partial refund, a price reduction or another reasonable form of resolution, taking into account the circumstances and any applicable limitations of liability.
14. Privacy and Data
14.1 In the course of providing services, we may collect basic personal information such as your name, address, contact details and job details.
14.2 We will use this information only for the purposes of administering your booking, providing the services, managing our business operations and complying with legal obligations.
14.3 We will take reasonable steps to keep your information secure and will not sell your details to third parties.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, the services or the contract shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by us in exercising any right or remedy shall constitute a waiver of that or any other right or remedy, nor prevent or restrict the further exercise of that or any other right or remedy.
16.3 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us.
16.4 You may not transfer or assign your rights or obligations under the contract without our prior written consent. We may transfer our rights and obligations to another suitably qualified provider, provided that this does not reduce the level of service you receive.
By proceeding with a booking and using our services, you confirm that you understand and agree to be bound by these Terms and Conditions.
