Man And A Van West Kensington Terms and Conditions
These Terms and Conditions set out the basis on which Man And A Van West Kensington provides household, furniture, and light removal services, along with related loading, unloading, and transport support. By making a booking, the customer agrees to be bound by these terms. The purpose of this page is to explain the service relationship clearly, fairly, and in plain English, so that both parties understand their responsibilities before, during, and after the job.
The words “we”, “us”, and “our” refer to the service provider, while “you” and “your” refer to the customer making the booking or receiving the service. These terms apply to all standard van services, including single-item transport, part-load removals, and local or long-distance moves where agreed. They also cover waiting time, access issues, additional labour, and the handling of items that require special care.
Use of this service means that you have read, understood, and accepted these terms. If any part of the booking changes after confirmation, we may need to revise the price, timing, or service scope accordingly. Man and van West Kensington services are provided on the understanding that all details supplied by the customer are accurate and complete.
1. Booking Process
Bookings may be made in advance or, where availability allows, at short notice. To arrange a van and driver service, you must provide the essential details needed to assess the job properly. These details include the collection and delivery locations, the preferred date and time, the type and approximate quantity of items, access conditions, and any request for additional helpers, packing support, or waiting time. Accurate information helps us allocate the right vehicle and the right number of staff.
Once the details have been received, we may offer a quotation based on the information supplied. A quote is normally valid for a limited period and may be amended if the job changes before the service date. Man and a Van West Kensington reserves the right to decline a booking if the task falls outside the scope of a standard van service, if the load is unsafe, or if legal and operational requirements cannot be met.
Booking Confirmation
After the booking is agreed, confirmation may be issued in writing or by electronic message. A booking is not guaranteed until it has been confirmed and, where applicable, any deposit or advance payment has been received. You are responsible for checking the booking details immediately and notifying us of any errors. This includes dates, addresses, access notes, item descriptions, and any agreed extras. If corrections are not reported in time, we cannot be held responsible for resulting delays or cost changes.Man And A Van West Kensngton may request photographs, an inventory, or further details before confirming certain jobs. This is especially likely where the move includes fragile items, awkward access, disassembly, or suspected oversize goods. If the actual job differs from the description supplied, we may adjust the service or price to reflect the work required. Any changes requested on the day are subject to availability and may affect arrival times.
Customers must ensure that the named person accepting the service is authorised to do so. Where a third party books on someone else’s behalf, that person confirms they have the authority to accept these terms. We are entitled to rely on the information provided during the booking process and are not responsible for problems caused by inaccurate, incomplete, or misleading details.
2. Payments and Charges
Payment terms will be stated at the time of booking. Depending on the nature of the job, payment may be required in full before the service begins, on completion of the service, or in part as a deposit with the balance due later the same day. Unless otherwise agreed in writing, all prices are quoted in pounds sterling and include only the items and labour specifically described in the booking. Additional services may be charged separately.
Charges may be based on hourly rates, fixed rates, mileage, or a combination of these methods. The final amount payable may increase if the job takes longer than expected due to access difficulties, waiting time, changes in volume, parking delays, extended loading, or additional stops requested after confirmation. Man and a Van West Kensington will explain any applicable charges as clearly as possible, but the customer remains responsible for payment of all agreed and additional fees relating to the completed work.
Where a deposit is taken, it is used to reserve time, staff, and vehicle capacity. Deposits may be non-refundable except where the service is cancelled by us or where mandatory consumer protections require a refund. If payment is made by bank transfer, card, cash, or another accepted method, you must ensure that funds clear in time for the booking. We may suspend or refuse service if payment is overdue, reversed, or disputed without reasonable cause.
3. Cancellations, Amendments, and Delays
Bookings can often be amended, but any change must be requested as early as possible. We will try to accommodate revised timings, addresses, or load details, though changes may affect the quote and availability. If the service must be rescheduled due to bad weather, road closures, unsafe access, or operational issues, we will act reasonably and inform you as soon as we can. Any revised arrangement may be subject to a new time slot or adjusted charge.If you cancel a booking, cancellation fees may apply depending on how much notice is given and whether resources have already been assigned. In some cases, particularly where the vehicle has been dispatched, where labour has already been booked, or where specialist preparation has been made, you may be liable for the full or partial cost of the service. Man and van West Kensington aims to keep cancellation charges fair and proportionate to the loss incurred.
We may cancel or suspend a booking where the customer fails to pay, provides incorrect details, refuses reasonable instructions essential to safety, or asks us to carry goods that are unlawful or outside the agreed scope. If we cancel for reasons within our control, you will normally receive a refund for any unused service already paid for, subject to lawful deductions where applicable. We are not responsible for indirect losses arising from cancellation, including missed appointments, storage charges, or lost earnings.
4. Service Scope and Customer Responsibilities
Our service is designed for lawful transport and removal work using suitable vans and competent manual handling. Unless specifically agreed, it does not include specialist packing, dismantling beyond simple items, electrical disconnection, plumbing work, or the moving of hazardous materials. Customers should ensure that items are ready for collection, that access is safe, and that parking arrangements are available where needed. Any delay caused by the customer may be charged as waiting time.
You must make sure that items are packed securely, labelled if necessary, and suitable for transport. Fragile goods should be wrapped and protected before collection unless we have expressly agreed to provide packing support. Man and Van West Kensington is not responsible for ordinary wear, minor scuffs, or movement of poorly packed items that are not fit for transit. If you have valuables, antiques, or delicate goods, you should inform us in advance so the appropriate precautions can be discussed.
Customers are responsible for ensuring that no prohibited, dangerous, illegal, stolen, or undeclared waste is handed over for transport. If we believe a load is unsafe, unlawfully described, or likely to damage our vehicle or other property, we may refuse to carry it. The customer will remain responsible for any costs already incurred and for any losses arising from false or incomplete descriptions of the load.
5. Liability and Limitations
We will take reasonable care when handling, loading, transporting, and unloading items. However, liability is limited to loss or damage caused by our proven negligence and only to the extent permitted by law. We are not liable for pre-existing damage, inadequate packing by the customer, unavoidable movement of items during transit, or deterioration caused by age, weakness, or inherent defects in the goods.Unless otherwise agreed in writing, we do not accept liability for indirect or consequential losses such as loss of profit, loss of business, missed deadlines, emotional distress, or costs arising from third-party arrangements. If a claim is made, you must notify us promptly and provide evidence of the issue, including photographs, item descriptions, and any supporting documents. We may inspect the item, packaging, or site conditions before accepting or rejecting responsibility.
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where liability is established, any compensation will normally be limited to the reasonable repair cost, replacement value, or the direct loss attributable to the service, subject to verification and any applicable caps or exclusions agreed at the time of booking.
6. Waste Regulations and Disposal Rules
Where the service includes removal of unwanted items, all waste must be described accurately and handed over in compliance with UK law. Customers remain responsible for confirming whether items are suitable for reuse, recycling, donation, or disposal. We may only carry waste where the arrangement is lawful and where the type of material has been clearly agreed in advance. Any fly-tipping, illegal dumping, or concealed waste is strictly prohibited.Under waste regulations, only authorised carriers may transport certain refuse, and some materials require special handling or documentation. If the job includes waste removal, the customer may be asked to confirm the source and nature of the waste. Man and a Van West Kensington reserves the right to refuse any load that appears contaminated, hazardous, or improperly declared. We may also refuse fridges, tyres, paint, chemicals, asbestos, clinical waste, or other controlled materials unless we have expressly agreed lawful handling in advance.
If waste is accepted, it must be presented in a manner that allows lawful transfer to an authorised site. The customer warrants that the waste is theirs to dispose of or that they are authorised to arrange disposal. If incorrect information leads to regulatory issues, fines, or extra charges, the customer will be responsible for those consequences unless the problem was caused solely by our own breach. We expect all waste-related work to be handled in a compliant and environmentally responsible way.
7. Access, Timing, and Parking
Timed arrivals are estimates unless a specific time has been guaranteed in writing. Traffic, weather, loading conditions, and earlier jobs may affect punctuality. We will try to communicate any significant delay, but arrival windows are not absolute. If access is difficult, such as restricted parking, narrow roads, or lack of lift access, additional time may be required and charged accordingly. Customers should plan access carefully and inform us of any restrictions before the day of the move.If parking charges, tolls, congestion-related costs, or permits are needed to complete the job, these may be added to the final bill where not already included in the quotation. The customer is responsible for obtaining any permissions required for parking or access at collection and delivery points unless we have agreed otherwise. Failure to secure access may cause delay or cancellation, and the associated costs may be charged to you.
Where our crew has to wait because the property is not ready, keys are unavailable, or another party has not arrived, waiting time may be charged at the applicable rate. If the delay becomes unreasonable, we may leave the site and treat the booking as cancelled by the customer. We always aim to be practical and fair, but operational time must be protected in order to keep services available for all customers.
8. Complaints, Data, and Legal Matters
If you are unhappy with any part of the service, you should raise the issue as soon as reasonably possible so that we can review it. Complaints should include enough detail to allow an investigation of the circumstances, including dates, items, and any relevant evidence. We will consider the matter in good faith and aim to respond within a reasonable period. Any request for compensation will be assessed against these terms and the available evidence.We may keep records of bookings, payments, correspondence, and service notes for administrative, legal, and operational purposes. Such information will be handled in line with applicable UK data protection law and used only where there is a lawful basis to do so. By booking with Man and a Van West Kensington, you consent to the processing of information necessary to provide and administer the service.
These terms are governed by the laws of England and Wales. Any dispute arising from the service, the quotation, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. These Terms and Conditions represent the entire agreement between the parties regarding the service described, unless a separate written agreement states otherwise.