Man and a Van Croydon Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Croydon provides removal and related services within the United Kingdom. By making a booking, using our services, or allowing work to commence, 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 set out below.

Customer means the individual, business, or organisation that makes a booking or otherwise contracts with Man and a Van Croydon for services.

Services means any removal, man and van, collection, delivery, packing, loading, unloading, or related services provided by Man and a Van Croydon.

Vehicle means any van or other vehicle used by Man and a Van Croydon to provide the services.

Goods means the items, belongings, furniture, effects, or materials which are the subject of the services.

Booking means a confirmed request for services, whether made verbally or in writing, and whether made by telephone, online, or in person.

2. Scope of Services

Man and a Van Croydon provides man and van and small to medium removal services, including domestic moves, light commercial moves, item collections and deliveries, and related handling and transport services.

Unless expressly agreed in writing, the services do not include the disconnection or reconnection of appliances, dismantling or reassembly of furniture, packing or unpacking of goods, or any specialist lifting that requires equipment not normally carried in a standard removal vehicle.

All services are subject to vehicle and staff availability, access conditions at collection and delivery locations, and compliance with applicable road, parking, and safety regulations.

3. Booking Process

3.1 Quotations

Any quotation or estimate is based on the information you provide at the time of enquiry, including but not limited to addresses, access details, number and type of items, and any special handling requirements. Quotations are not binding if the information provided is incomplete or inaccurate.

Unless stated otherwise, quotations are for a specified service description, vehicle size, number of operatives, and time allowance. Additional time, extra items, or changes in scope may be charged at our prevailing rates.

3.2 Confirming a Booking

A booking is confirmed only when we accept your request for services and you accept the quoted price and any applicable terms, including deposits or prepayments where required. Confirmation may be provided verbally or in writing.

We reserve the right to refuse or cancel a booking at our discretion, including where the nature of the goods, the locations involved, or safety or legal considerations make the job unsuitable for our service.

3.3 Customer Responsibilities at Booking Stage

You must provide accurate and complete information when requesting a quotation or making a booking, including:

Full collection and delivery addresses.

Details of parking availability and any restrictions.

Floor levels, lift access, and any stairs or difficult access.

Approximate volume, number of items, and notable heavy or bulky items.

Any items requiring special handling.

If on arrival the situation differs significantly from that described at booking, we may adjust the price, extend the time, or in extreme cases decline to carry out part or all of the services.

4. Prices, Payments, and Charges

4.1 Pricing

Prices may be provided as a fixed fee for a defined job or as an hourly rate for a vehicle and one or more operatives. All prices will be communicated to you before you confirm a booking. Additional charges may apply for congestion, tolls, parking, waiting time, long carry distances, or other circumstances outside our control.

4.2 Deposits and Prepayments

We may require a deposit or prepayment to secure your booking. The amount and due date will be stated at the time of booking. Failure to pay a required deposit by the specified time may result in cancellation of your booking.

4.3 Payment Terms

Unless otherwise agreed in advance, payment is due immediately upon completion of the services on the day of the move. We may refuse to unload the vehicle until payment has been made in full.

We accept commonly used payment methods as indicated at the time of booking. Cash payments, where accepted, must be provided directly to the driver or representative before unloading is completed.

4.4 Additional Time and Charges

If the move exceeds the time estimated due to reasons outside our reasonable control, including but not limited to delays in gaining access, waiting for keys, additional items, or insufficient packing, we may charge for extra time at our standard hourly rate, rounded up to the nearest half hour.

Any parking fines or penalties incurred as a direct result of lack of suitable parking instructions or permits provided by the customer may be added to the final bill.

5. Cancellations and Amendments

5.1 Customer Cancellations

You may cancel or amend your booking subject to the following conditions.

If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refunded at our discretion or applied to a rescheduled date.

If you cancel within 48 hours of the scheduled start time, we reserve the right to retain part or all of the deposit or charge a cancellation fee up to a reasonable proportion of the quoted price to cover lost time and costs.

Same day cancellations may be charged at up to 100 percent of the quoted price.

5.2 Amendments

We will use reasonable efforts to accommodate reasonable amendments to dates, times, or scope of services, subject to availability and any changes in price. Significant amendments, including a change of date at short notice, may be treated as a cancellation and rebooking.

5.3 Cancellations by Man and a Van Croydon

We may cancel or suspend a booking if:

Force majeure or severe weather makes it unsafe or impossible to carry out the work.

Access to the collection or delivery property is unsafe, illegal, or impossible.

We are unable to obtain necessary parking or loading permissions despite reasonable efforts.

The goods include prohibited or dangerous items, or the job materially differs from the details given at booking.

In such cases, we will aim to offer an alternative date or a partial or full refund of any prepayments, depending on circumstances and any work already undertaken.

6. Customer Responsibilities on the Day

You are responsible for ensuring that:

Someone authorised is present at collection and delivery addresses to direct our staff and sign documents.

All goods are properly packed and ready to move unless we have agreed to provide packing services.

All fragile items are clearly labelled and adequately protected.

All appliances are disconnected, defrosted, drained, and ready to be moved.

Access routes are clear and safe, and any known risks are disclosed to our staff.

All required keys, codes, or permissions for entry and parking are available.

We are not responsible for delays or additional costs arising from any failure to meet these responsibilities.

7. Items We Do Not Move

Unless expressly agreed in writing, we will not carry:

Illegal goods, stolen property, or items obtained unlawfully.

Explosives, firearms, ammunition, or weapons.

Flammable, hazardous, toxic, or corrosive materials.

Perishable food or items requiring temperature control.

Animals, plants, or live creatures.

Valuables such as cash, jewellery, important documents, precious metals, or irreplaceable items.

If such items are included without our knowledge, they are moved entirely at your risk and may invalidate any liability on our part.

8. Liability and Limitations

8.1 General Duty of Care

We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is subject to the limitations set out in this section.

8.2 Exclusions of Liability

We are not liable for:

Normal wear and tear, minor scratches, or scuffs that may occur during moving.

Damage to items that were already defective, damaged, or weak.

Damage resulting from poor or inadequate packing by you or a third party.

Loss or damage to contents of boxes that were not packed or unpacked by us.

Damage arising from dismantling or reassembly of furniture or appliances, where this service has been agreed, if the items were not originally designed for repeated dismantling.

Loss or damage caused by atmospheric or climatic conditions, such as damp, mould, rust, or temperature changes.

Loss or damage where we have been prevented from completing the work or advised to proceed against our professional judgement.

8.3 Maximum Liability

Unless expressly agreed and confirmed in writing, our total liability for loss of or damage to goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable limit per job, reflecting the value and nature of the goods being moved. You are responsible for ensuring that you have appropriate insurance in place for your belongings during the move.

8.4 Indirect and Consequential Loss

We are not liable for any indirect or consequential losses, including but not limited to loss of profit, loss of opportunity, loss of enjoyment, or any costs associated with delays such as hotel bookings or accommodation costs.

8.5 Property Damage

We will take reasonable care to avoid damage to buildings, fixtures, and fittings. However, we are not liable for pre existing damage, structural weaknesses, or damage that arises where moving the goods in a normal manner is the only practical method and you have been advised of the risk.

9. Claims and Complaints

Any visible damage or loss should be reported to our staff as soon as reasonably possible on the day of the move. You should also notify us in writing within a reasonable period after completion of the services, providing full details and any supporting evidence.

We will investigate any complaint and aim to respond within a reasonable timescale. Failure to report damage promptly may affect our ability to investigate and may limit any liability we have.

10. Waste, Disposal, and Environmental Regulations

10.1 Waste Carrier Compliance

We comply with applicable UK waste and environmental regulations. We do not remove or dispose of waste unless this has been specifically agreed as part of the services and is lawful to do so.

10.2 Prohibited Waste

We will not carry or dispose of household refuse, construction rubble, hazardous waste, or any material that would require a specialist licensed waste carrier, unless separately agreed and lawfully arranged.

10.3 Customer Responsibilities

You must not request or permit our staff to dispose of items illegally, including fly tipping, leaving items in communal areas, or disposing of waste in unauthorised locations. If you instruct or cause us to handle waste in a way that breaches regulations, you may be responsible for any fines, penalties, or costs that result.

11. Access, Parking, and Restrictions

You are responsible for arranging suitable parking and any necessary permits, and for informing us of loading restrictions at both collection and delivery addresses. Any costs arising from inadequate parking arrangements, including fines or additional time, may be charged to you.

If access is particularly difficult or unsafe, we may decline to move certain items or may adjust the price to reflect additional time or manual handling required.

12. Delays Outside Our Control

We are not liable for delays due to causes beyond our reasonable control, including but not limited to traffic conditions, road closures, weather, accidents, breakdowns, or delays caused by third parties such as estate agents, landlords, or other contractors.

Where practicable, we will keep you informed of significant delays and will use reasonable efforts to complete the services as soon as conditions allow.

13. Insurance

You are strongly advised to maintain suitable home, contents, or business insurance that covers your goods during transit and handling. Our charges do not include separate insurance for your goods unless expressly stated in writing. Any cover we maintain is subject to its own terms, conditions, and exclusions, which may limit the circumstances in which claims can be made.

14. Data Protection and Privacy

We collect and use personal information such as names, addresses, and contact details only for the purpose of providing and administering our services, managing bookings, processing payments, and handling enquiries or complaints.

We will take reasonable steps to keep your data secure and will not sell your personal information to third parties. We may share information with service providers or authorities where necessary to provide our services, comply with the law, or protect our legitimate interests.

15. Governing Law and Jurisdiction

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

You and Man and a Van Croydon 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.

16. General Provisions

16.1 Variations

We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.

16.2 Severability

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.

16.3 No Waiver

Any failure or delay by us in enforcing any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.

16.4 Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and Man and a Van Croydon regarding the services and supersede any prior understandings or agreements, whether written or oral.

By proceeding with a booking and allowing work to commence, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.