These Terms and Conditions govern the provision of man and van services by Man And A Van West Kensington and apply to all customers who make a booking, receive a quotation, or use any related transport, loading, unloading, or handling services. By requesting a service, the customer agrees to be bound by these terms. If the customer is booking on behalf of another person, the customer confirms that they have authority to do so and that both parties understand and accept these conditions. For the avoidance of doubt, these terms are intended to set out the responsibilities of both parties clearly and fairly, and they should be read carefully before confirming any booking.

In these terms, references to we, us, and our mean the service provider, while references to you and your mean the customer. The service may include general removal work, item transport, loading assistance, unloading assistance, and related handling support. It may also include short-distance transport, scheduled collection, and delivery of goods or belongings. Any special requirements must be discussed in advance and confirmed in writing where possible. These terms are designed to apply to domestic and commercial customers, unless a separate written agreement states otherwise.

The customer agrees that all information provided during the booking process is accurate and complete, including addresses, access details, item descriptions, estimated volume, parking constraints, stair access, lift availability, and any special handling needs. If the information supplied is incomplete or incorrect, the price, timing, staffing, or vehicle size may need to be adjusted. Any change made to the service after booking may result in an updated quotation or additional charges. Unless expressly agreed, we are not responsible for delays or extra costs caused by incorrect information supplied by the customer.

Booking Process

Bookings may be made through the channels made available at the time of enquiry and are accepted only when confirmed by us. A booking is not secured until we issue a confirmation, which may be in writing, electronically, or by another agreed method. Quotations are generally based on the information given at the time of enquiry and may be revised if the scope of work changes. We reserve the right to decline a booking if the service requested is unsafe, unlawful, impractical, or outside our operational capacity. The customer should review all booking details carefully, as acceptance of the booking confirms agreement with the service description, timing, and anticipated charges.

Where a booking is made for a specific date and time, the customer should ensure that access arrangements are in place and that all items are ready for collection or delivery at the agreed time. Delays caused by the customer, third parties, building management, or property access restrictions may affect the service schedule and may incur waiting charges. We may also need to amend the booking if vehicle access, parking conditions, or item size makes the original arrangement unsuitable. Man And A Van West Kensington will always aim to provide a clear and efficient service, but the customer accepts that transport work may be affected by traffic, weather, and circumstances beyond reasonable control.

It is the customer’s responsibility to disclose any items requiring special care, such as fragile goods, heavy appliances, large furniture, restricted access items, or goods needing dismantling or reassembly. The customer must also inform us of any hazardous or prohibited materials in advance. If such information is withheld and it affects the service, we may refuse to move the item, alter the scope of the service, or charge additional fees. Any advice given during the booking process is based on the information provided and should not be treated as a guarantee unless confirmed in writing.

Payments and Charges

Charges are based on the agreed quotation, which may reflect time, vehicle use, labour, distance, access conditions, and any additional services requested. Unless otherwise stated, quotations are estimates based on the details supplied and may change if the actual work differs from what was described. Additional charges may apply for waiting time, extra labour, parking charges, congestion-related delays, extended travel, unscheduled additional stops, or changes requested on the day of service. Any price amendment will be explained where practical before the work continues.

Payment terms will be confirmed at or before the time of booking. In most cases, payment is due on completion of the service unless an alternative arrangement has been agreed in writing. Where a deposit is required, the booking may not be treated as fully confirmed until the deposit has been received. If payment is made by bank transfer or another approved method, the customer must ensure that cleared funds are received by the due date. We may withhold delivery or pause work if payment is overdue or if there is reasonable doubt that payment will be made.

If the customer fails to pay any amount due, we may charge interest and reasonable recovery costs where permitted by law. Any dispute about an invoice must be raised promptly and in good faith, with sufficient detail to allow us to investigate the matter. A genuine dispute does not remove the customer’s obligation to pay any undisputed part of the invoice. We reserve the right to suspend future services where previous payments remain outstanding. For clarity, Man And A Van West Kensington will not be liable for losses arising from a customer’s refusal or delay in paying valid charges.

Cancellations, Rescheduling, and Delays

Customers may cancel or request to reschedule a booking, but cancellation fees may apply depending on the timing of the request and the resources already allocated to the job. Where a cancellation is made at short notice, we may charge for preparation time, reserved vehicle time, labour arrangements, or other costs reasonably incurred. If a deposit has been paid, it may be retained in part or in full to cover such costs, unless a refund is required by law. Any refund, if applicable, will be processed using the original payment method where practicable.

If the customer is not ready at the agreed time, or if access is not available, the service may be delayed, rescheduled, or cancelled at our discretion. We may also charge waiting time where our team is required to remain on site beyond the reasonable start or completion period. If we need to cancel or reschedule due to illness, vehicle breakdown, staff shortage, unsafe conditions, or events outside our control, we will take reasonable steps to notify the customer and offer an alternative time where possible. However, we are not responsible for consequential losses arising from such changes, except where required by law.

Where repeated changes are requested by the customer, we may treat the booking as a new order or revise the quotation accordingly. This includes changes to date, time, address, volume of goods, service type, or required manpower. The customer acknowledges that transport services can be affected by road conditions, building restrictions, parking limitations, and external delays. Any estimated arrival or completion time is therefore approximate unless a fixed time has been expressly guaranteed in writing.

Liability and Responsibility

We will exercise reasonable care and skill in carrying out the service. However, our liability is limited to losses or damage caused by our proven negligence, breach of contract, or failure to use reasonable care. We are not responsible for pre-existing damage, normal wear and tear, or damage resulting from unsuitable packing, inadequate protection, unstable stacking, or the condition of the item itself. Customers are responsible for ensuring that goods are packed, secured, and prepared appropriately unless we have expressly agreed to undertake packing or wrapping as part of the service.

The customer should notify us before the move if any items are especially valuable, fragile, irreplaceable, or susceptible to damage. Where necessary, the customer should arrange separate insurance for high-value goods. Unless otherwise agreed in writing, we do not provide specialist insurance beyond any cover that may be required by law or separately arranged. Our team may refuse to move items that are too heavy, unsafe, structurally unsound, contaminated, or likely to cause injury or damage. We may also refuse to move items if doing so would breach any law, regulation, or safety requirement.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, our total liability for any claim arising from the service will be limited to the amount paid for the specific service giving rise to the claim, except where a greater limit is required by statute. The customer must notify us of any claim as soon as reasonably possible and in any event within a reasonable time after the issue is discovered.

Waste Regulations and Prohibited Items

The customer is responsible for ensuring that any waste, unwanted items, or rubbish handed over for removal are lawful to collect and dispose of. We operate in accordance with applicable UK waste handling and duty-of-care requirements. This means that waste must be described accurately, and the customer may be asked to confirm the nature, origin, and destination of the waste. If disposal services are included, the customer acknowledges that some items may require separate handling, recycling, or authorised disposal methods depending on their type and condition.

We do not accept hazardous, illegal, or restricted items unless this has been expressly agreed in advance and lawfully permitted. Examples may include chemicals, asbestos, clinical waste, solvents, fuels, gas cylinders, batteries requiring specialist treatment, pressurised containers, or any item that could pose a risk to health, safety, or the environment. If such items are discovered during the service, we may refuse to handle them, stop the job, or arrange additional charges for lawful disposal where possible. The customer remains responsible for any fines, penalties, clean-up costs, or third-party losses arising from incorrect disclosure or unlawful disposal instructions.

Where waste transfer documentation, receipts, or other records are required by law, we may complete or request the appropriate paperwork. The customer must cooperate and provide any information reasonably needed for compliance. If a collection includes mixed loads of waste and reusable goods, we may separate the items at our discretion for lawful handling. The customer must not ask us to dispose of items in a manner that would breach environmental rules, local authority requirements, or national legislation. Any request to do so will be refused.

General Service Conditions

Customers must ensure that all premises are safe and accessible for loading and unloading. This includes reasonable access to entrances, stairs, lifts, parking spaces, and the area where goods will be handled. We may stop work if conditions present an immediate risk to property or safety. The customer must also ensure that children, pets, and bystanders are kept clear of the working area wherever practicable. Our team may refuse to move items through areas that are unsafe, unstable, or obstructed.

Any instruction given by the customer or their representative will be treated as authorised unless we have reason to believe otherwise. If a person other than the customer signs delivery notes, handover forms, or completion records, that person will be treated as acting with authority. The customer is responsible for checking that all items have been loaded, unloaded, and delivered as requested before the service is completed. Once the job is finished and accepted, the service will be treated as performed satisfactorily unless a prompt issue is reported.

We may subcontract or assign aspects of the service where necessary, provided that the overall standard of service is maintained. However, this does not affect the customer’s obligations under these terms. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. Failure by us to enforce any right or remedy immediately does not mean that right has been waived. These terms represent the entire agreement between the parties in relation to the relevant service, unless a separate written contract states otherwise.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties 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 the service, subject to any mandatory consumer rights or statutory protections that apply. If the customer is based elsewhere, this governing law provision still applies to the fullest extent permitted by law.

Nothing in these terms affects the customer’s statutory rights as a consumer, where applicable. If a consumer has a complaint, the parties should first attempt to resolve it reasonably and promptly. If informal resolution is not possible, the matter may proceed in accordance with the governing law stated above. These terms may be updated from time to time, and the version in force at the time of booking will generally apply to that booking unless a later change is required by law. Continued use of the service after any update will be treated as acceptance of the revised terms.

By making a booking with Man And A Van West Kensington, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The customer also confirms that they are legally able to enter into the agreement and that they will comply with all relevant laws, safety rules, and access requirements. These terms are intended to provide a fair framework for a reliable and professional service, while protecting both the customer and the service provider from avoidable misunderstanding or dispute.