Terms and Conditions for Man With Van Pettswood

These Terms and Conditions set out the basis on which Man With Van Pettswood provides domestic and commercial moving, transport, and related services. By making a booking, the customer agrees to these terms in full. If any part of these terms is not clear, the customer should raise it before confirming a job, as proceeding with a booking will be treated as acceptance of the service conditions described here.

1. Scope of service
The service offered by Man With Van Pettswood is a transport and labour service for moving goods from one location to another. Services may include loading, unloading, basic placement of items, and the safe movement of possessions where reasonably practicable. Unless agreed in writing in advance, the service does not include packing, dismantling, assembly, specialist storage, or handling of hazardous goods. The exact scope of the service will depend on the details provided at the time of booking and any subsequent confirmation.

2. Accuracy of information
Customers must provide accurate and complete information when requesting a quote or making a booking. This includes the collection and delivery addresses, access conditions, number and type of items, parking restrictions, stairs, lift access, and any items requiring special handling. If the customer fails to disclose relevant information, the company may revise the quotation, alter the service allocation, or decline to complete the job if the requirements exceed what was originally agreed.

3. Booking process
A booking is normally formed in several stages. First, the customer provides job details and receives an estimate or quotation. Second, the customer confirms acceptance of the price, time, and service scope. Third, the company may request a deposit or full payment in advance for certain jobs. A booking becomes binding only when the company has acknowledged acceptance of the job, whether verbally, by message, or in writing. The company reserves the right to refuse any booking at its discretion, including where the job is unsuitable, unsafe, or outside normal service limits.

4. Quotation basis
All quotations are based on the information supplied by the customer and on the assumption that the job can be completed within reasonable time and access conditions. Prices may be fixed or estimated, depending on the nature of the work. If the scope changes due to additional items, delays, waiting time, unexpected access issues, parking restrictions, or other factors outside the company’s control, the price may be adjusted accordingly. Unless expressly stated, quotations do not include parking charges, congestion-related charges, tolls, permits, or other third-party costs.

5. Customer responsibilities on the day
The customer must ensure that the goods are ready for collection at the agreed time, that access is available, and that any necessary permissions for parking or entry have been arranged. The customer is responsible for protecting floors, walls, and shared areas if the premises require special care. The customer should also ensure that fragile or high-value items are appropriately packed unless packing has been agreed as part of the service. Delays caused by the customer may result in waiting time charges or rescheduling fees.

6. Payment terms
Payment is due in accordance with the terms quoted at the time of booking. In most cases, payment is required on completion of the service, although deposits or staged payments may be requested for larger or higher-risk jobs. Accepted payment methods may vary and will be confirmed in advance where possible. If payment is made by bank transfer, it must clear in full within the time stated. The company may withhold unloading, release of goods, or completion certificates until outstanding balances are paid, to the extent permitted by law.

7. Late or failed payment
If payment is not made when due, the customer may be charged interest and reasonable recovery costs in line with applicable UK law. Where a card payment or transfer is reversed, declined, or later disputed without valid reason, the customer will remain liable for the full amount due and any associated fees. The company may suspend future services to any customer with unpaid balances or a history of failed payment. Any collection expenses reasonably incurred by the company may also be recovered from the customer.

8. Cancellations by the customer
Customers may cancel a booking, but cancellation charges may apply depending on how much notice is given and whether resources have already been committed. If cancellation occurs shortly before the agreed time, or if the team has already been dispatched, a portion of the quoted fee may be retained or charged to cover lost time and costs. For larger jobs, a deposit may be non-refundable once the booking has been confirmed. The company will act reasonably when applying cancellation charges and will consider the circumstances of each case.

9. Rescheduling
Where possible, the company may allow a booking to be moved to another date or time. However, rescheduling is subject to availability and may require an amended price if costs change. Requests to reschedule should be made as early as possible. If the company is unable to accommodate the new timing, the original cancellation terms may apply. Any deposit paid may be carried forward at the company’s discretion, but this is not guaranteed unless agreed in writing.

10. Cancellations by the company
The company may cancel or postpone a booking if it is unable to carry out the work safely, if the customer has not provided essential information, if payment conditions are not met, or if circumstances beyond the company’s control prevent performance. Such circumstances may include severe weather, vehicle failure, road closures, accidents, illness, or other events that make performance impractical or unsafe. In the event of cancellation by the company, the customer will normally be offered a refund of sums paid for services not yet provided, except where the cancellation is caused by the customer’s breach of these terms.

11. Waiting time and access delays
Reasonable waiting time is included only where stated in the quotation. If the job cannot begin or continue because access is blocked, keys are unavailable, the customer is absent, or goods are not ready, the company may charge additional waiting time or abortive attendance fees. The same applies if the team arrives and cannot carry out the job due to inaccurate information or unsafe conditions. This approach helps ensure that the service remains fair where time has been reserved exclusively for a customer’s booking.

12. Liability and care of goods
The company will take reasonable care when handling goods, but the customer remains responsible for ensuring that items are properly packed and suitable for transport. The company is not liable for damage caused by inadequate packing, hidden defects, pre-existing wear and tear, or items that are inherently fragile or unstable. Liability for loss or damage will be limited to direct losses only and, where permitted by law, will not extend to indirect loss, loss of profits, emotional distress, or consequential loss. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

13. Claims for loss or damage
Any claim for loss or damage must be reported as soon as reasonably possible and in any event within a reasonable period after completion of the service. The customer may be asked to provide photographs, purchase evidence, or other information to help assess the claim. The company will investigate in good faith and may offer repair, replacement value assessment, or compensation where liability is accepted. Claims involving items of exceptional value should be disclosed in advance, as standard moving services may not be suitable for high-value artwork, antiques, or specialist equipment without prior arrangement.

14. Customer indemnity
The customer agrees to indemnify the company against losses, fines, claims, or expenses arising from the customer’s breach of these terms, inaccurate information, unlawful instructions, or failure to secure the necessary permissions for access, parking, or disposal. This includes losses caused by transporting prohibited items, undeclared waste, or goods that create a health and safety risk. The customer must also ensure that any items handed over for transport are lawful to move and do not belong to a third party without authority.

15. Waste regulations and disposal
If the service includes removal of unwanted items, the customer must clearly state whether the goods are waste, reusable items, or materials intended for disposal. The company will only remove and transport waste in accordance with applicable UK waste regulations and will not accept responsibility for disposing of items unlawfully. Customers must not ask the company to remove hazardous waste, clinical waste, asbestos, chemicals, oils, pressurised containers, or any material requiring specialist licensing unless this has been expressly agreed and lawfully arranged in advance. The customer remains responsible for declaring the nature of any waste and for ensuring that the transfer is permitted by law.

16. Duty of care in relation to waste
Where waste is collected, the company may require the customer to confirm the nature of the items being removed. The company reserves the right to refuse any load that appears unsafe, contaminated, or potentially unlawful to transport. If waste is presented as general refuse but contains prohibited or regulated materials, the customer will be responsible for any resulting delays, disposal charges, or legal consequences. The company may also separate waste from moving work if doing so is necessary to comply with environmental or transport obligations. All waste handling will be carried out with due regard to environmental rules and lawful disposal standards.

17. Unsafe, prohibited, or illegal items
The company will not transport items that are illegal to possess or move, or which could endanger staff, property, or the public. Prohibited items may include explosives, firearms, illicit substances, contaminated materials, and any goods restricted by law or by carrier safety requirements. The company may refuse to load any item that is likely to cause damage or exceed safe lifting limits. If prohibited items are discovered after collection has begun, the company may stop the service immediately and charge for time already spent, without prejudice to any other rights.

18. Force majeure
The company shall not be liable for delay or failure to perform caused by events outside its reasonable control. These may include adverse weather, traffic incidents, strikes, civil disturbance, utility failures, pandemics, or other unforeseeable disruptions. Where such an event occurs, the company will endeavour to rearrange the service or complete it as soon as reasonably practicable. If performance becomes impossible for an extended period, either party may cancel the affected booking without liability for failure to perform, except for any sums properly due for work already completed.

19. Data and privacy
Any personal data supplied in connection with a booking will be used only for legitimate business purposes such as quoting, scheduling, billing, record-keeping, and service administration. The company will handle personal data in accordance with applicable UK data protection law. Customer details will not be disclosed to third parties except where necessary to deliver the service, comply with legal obligations, or recover sums owed. Customers should avoid including unnecessary sensitive information in routine booking communications.

20. Governing law and jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. These terms form the entire agreement between the parties in relation to the service, subject to any variation agreed in writing.