Terms and Conditions
Man with Van Aldwych Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Aldwych provides removal and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions, which apply to all domestic and commercial customers unless otherwise agreed in writing.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Company refers to Man with Van Aldwych, the provider of removal and associated services.
Customer refers to the person, business, or organisation that books or uses the services of the Company.
Services refers to any removal, man and van, loading, unloading, packing, furniture moving, transport, or related services provided by the Company.
Goods refers to all items, property, and possessions that are the subject of the Services.
Booking refers to a confirmed request by the Customer for the Company to provide Services on a specific date and time, whether made by telephone, online, or in writing.
Vehicle refers to any van or other vehicle used by the Company to provide the Services.
2. Scope of Services
The Company provides man and van and removal services for residential, student, office, and other commercial moves. Services may include loading, transport, unloading, internal moving of items, and where agreed in advance, packing or unpacking.
The exact scope of the Services for each Booking will be described in the confirmation sent to the Customer or as communicated at the time of Booking. It is the Customer's responsibility to ensure that all required services are accurately specified. Any additional services requested on the day may be subject to availability and additional charges.
3. Booking Process
3.1 Booking request
Bookings may be requested by telephone or through the Company’s online or written booking channels. The Customer must provide accurate information, including collection and delivery addresses, access details, property type, floors, parking arrangements, approximate volume or list of items, and any special handling requirements.
3.2 Booking confirmation
A Booking will only be confirmed once the Company has accepted the request and issued a confirmation, which may include an estimated price, date, time window, and any applicable terms such as minimum charges or deposits. The Company reserves the right to decline any Booking at its discretion.
3.3 Changes to bookings
Any changes to the date, time, addresses, number of items, or scope of Services must be communicated to the Company as early as possible. Changes are subject to availability and may result in a revised quotation or additional charges. If the Customer delays providing updated information, the Company may not be able to accommodate the changes and cancellation charges may apply.
4. Estimates and Pricing
4.1 Estimates
Any price estimate is based on the information provided by the Customer at the time of enquiry. If the information is inaccurate or incomplete, or if the situation on the day of the move differs from what was described, the Company may adjust the price accordingly.
4.2 Hourly and fixed rates
The Company may charge on an hourly basis, a fixed price, or a combination of both, depending on the nature and scale of the work. The charging structure, any minimum charge period, and any additional fees (such as congestion, tolls, or parking costs) will be communicated at or before the time of Booking where reasonably possible.
4.3 Additional charges
Additional charges may apply for:
Delays beyond the Company’s control, including waiting time due to issues with keys, paperwork, or access.
Extra labour required due to underestimation of volume, number of floors, or difficulty of access.
Long carries from the property to the Vehicle where close parking is unavailable.
Dismantling or reassembling of furniture or equipment where not previously agreed.
Removal of items classified as heavy, bulky, or requiring specialist handling.
5. Payments and Deposits
5.1 Payment terms
Unless agreed otherwise in writing, payment is due in full on completion of the Services on the day of the move. The Company may require payment in advance for certain bookings or for larger moves.
5.2 Deposits
The Company reserves the right to request a deposit to secure a Booking. Deposits may be non-refundable or partially refundable depending on the cancellation notice given by the Customer, as outlined in the Cancellation section of these Terms and Conditions.
5.3 Methods of payment
Acceptable payment methods will be advised by the Company at the time of Booking. The Customer must ensure they are able to pay using an accepted method at the time payment is due.
5.4 Non-payment
If payment is not made when due, the Company may:
Cease work and retain Goods in its possession until full payment is received.
Charge reasonable interest and administration fees on overdue amounts.
Refuse to undertake any further Services for the Customer until all outstanding sums have been paid.
6. Cancellations and Postponements
6.1 Cancellation by the Customer
If the Customer wishes to cancel or postpone a Booking, they must notify the Company as early as possible. The following charges may apply:
No cancellation fee if more than a reasonable notice period before the scheduled start time is given, as communicated by the Company at Booking.
A partial or full retention of any deposit, or a cancellation charge, if the Customer cancels within a shorter notice period where the Company has reserved time, Vehicles, and staff specifically for the Booking.
6.2 Cancellation by the Company
The Company may cancel or postpone a Booking if:
Conditions arise that make the work unsafe or unlawful.
The Customer has not provided accurate information or has not complied with these Terms and Conditions.
Events beyond the Company’s control, such as severe weather, accidents, or vehicle breakdown, prevent the Services from being carried out.
In such circumstances, the Company will seek to offer an alternative date or time where possible. The Company will not be liable for any indirect or consequential loss arising from cancellation or postponement, but any pre-paid sums for undelivered Services will normally be refunded where the Customer is not at fault.
7. Customer Responsibilities
The Customer is responsible for:
Ensuring that suitable and legal parking is available for the Vehicle at both collection and delivery addresses, and paying any parking charges or obtaining any permits required.
Ensuring that the premises are accessible and safe for the Company’s staff to operate, including providing clear pathways and informing the Company of any hazards.
Packing Goods securely in appropriate containers unless packing services have been booked, and labelling fragile items or items requiring special care.
Removing and safeguarding valuable items such as money, jewellery, documents, and portable electronics unless specifically agreed in writing for transport.
Complying with all relevant laws and regulations relating to the Goods, including any restrictions on the transport of certain items.
8. Goods Not to Be Moved
The Company will not transport any items that are illegal, dangerous, or unsuitable for carriage, including but not limited to:
Explosives, firearms, weapons, or ammunition.
Flammable, corrosive, toxic, or hazardous materials.
Animals, livestock, or perishable goods requiring special temperature-controlled handling.
Any items deemed unsafe by the Company at its reasonable discretion.
If such items are transported without the Company’s knowledge, the Customer shall be solely responsible for any resulting loss, damage, or legal consequences, and the Company may cease work immediately and charge any associated costs.
9. Waste, Disposal, and Environmental Regulations
9.1 Waste and unwanted items
The Company is primarily a removal and transport service and does not operate as a general waste disposal contractor. The Company may, at its discretion, agree to remove unwanted items or waste for disposal, but only where this has been agreed in advance.
9.2 Compliance with UK waste regulations
Any removal of waste, rubbish, or items for disposal will be carried out in accordance with applicable UK waste and environmental regulations. The Customer must not request or encourage the Company to dispose of items unlawfully. The Company reserves the right to refuse the removal of certain materials if they are not permitted for carriage or disposal under relevant laws.
9.3 Charges for disposal
Where the Company agrees to dispose of items or waste on behalf of the Customer, additional charges will apply, which may include transport, labour, and disposal fees. These charges will be communicated to the Customer prior to removal where reasonably possible.
10. Liability and Limitations
10.1 Duty of care
The Company will take reasonable care when handling, loading, transporting, and unloading Goods. However, the Customer acknowledges that normal removal operations carry some inherent risk of minor damage or wear.
10.2 Excluded liability
The Company will not be liable for:
Loss or damage arising from defective or inadequate packing by the Customer.
Damage to items that are inherently fragile, poorly constructed, or not designed to be moved once assembled.
Loss of data or software from electronic devices.
Indirect or consequential losses such as loss of income, profit, or opportunity.
10.3 Limits of liability
Unless otherwise agreed in writing, the Company’s liability for loss of or damage to Goods, where such loss or damage is caused by the Company’s negligence or breach of duty, shall be limited to a reasonable amount proportionate to the value of the affected items and the price of the Services provided. Customers are advised to obtain suitable insurance for high-value items or for comprehensive move coverage.
10.4 Claims
Any claim for loss or damage must be notified to the Company as soon as reasonably practicable, and in any event within a reasonable period after completion of the Services. The Customer should provide evidence of the loss or damage and cooperate with the Company’s investigations. Failure to notify within a reasonable timeframe may affect the Company’s ability to assess and respond to the claim.
11. Access, Property Damage, and Parking
The Customer must ensure that access to the property is suitable for the Services to be carried out. The Company is not responsible for damage caused to Goods or premises where:
Access is restricted, requiring removal of doors, windows, or fixtures, unless such work is carried out by the Company with the Customer’s agreement.
The Customer insists on moving items that are too large for the space or cannot be moved without risk of damage.
The Company will not be liable for any parking fines or penalties incurred where the Customer has directed or requested parking in contravention of local regulations. Any such fines will be charged to the Customer.
12. Delays and Events Beyond Control
The Company will use reasonable efforts to meet agreed arrival and completion times, but these are estimates only and not guaranteed. The Company is not liable for delays caused by events beyond its reasonable control, including but not limited to traffic conditions, road closures, weather, accidents, breakdowns, or actions of third parties.
13. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied. The Company aims to handle complaints fairly and promptly.
In the event of an unresolved dispute, both parties agree to consider informal negotiation before commencing legal proceedings.
14. Data Protection and Privacy
The Company may collect and process personal data from Customers as necessary to provide the Services, process payments, manage Bookings, and comply with legal obligations. Personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell personal data to third parties and will only share it where required to deliver the Services or where required by law.
15. Variation of Terms
The Company reserves the right to 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. Any material changes will be made available through the Company’s usual communication channels.
16. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
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.
Both the Company and the Customer agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising under or in connection with these Terms and Conditions or the Services provided.
By proceeding with a Booking or using the Services of Man with Van Aldwych, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
