Man with Van Dollis Hill Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Dollis Hill provides man and van and related removal services within our service area in the United Kingdom. By making a booking, using our services, or allowing our staff to access your premises or goods, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings given below.
Customer means the person or organisation requesting or paying for the services.
Services means any removal, man and van, collection, delivery, loading, unloading, packing, or related services provided by Man with Van Dollis Hill.
Goods means any items, property, or belongings handled or transported by us in the course of providing the services.
Vehicle means any van or other vehicle used by us to carry out the services.
Service area means the primary areas in which we regularly operate and advertise our man and van and removal services, including Dollis Hill and other UK locations we agree to serve.
2. Booking Process
2.1 Bookings may be requested by the customer through our online enquiry form, booking platform, or other methods we may make available from time to time, such as written correspondence or direct discussion.
2.2 When requesting a booking, the customer must provide accurate and complete information about the required services, including collection and delivery addresses, access details, property type, floor level, parking arrangements, the nature and approximate quantity of goods, and any items requiring special handling.
2.3 Any quotation provided is based on the information supplied by the customer. If the information is incorrect, incomplete, or changes, we reserve the right to amend the quotation, adjust the price, or refuse to carry out part or all of the services.
2.4 A booking is only confirmed when we have accepted the request, provided a confirmation of the agreed date, time window, price and scope of work, and, where applicable, received any deposit specified at the time of booking.
2.5 The customer is responsible for checking the booking confirmation and notifying us promptly of any errors or changes required. We will not be liable for delays, additional costs, or issues arising from incorrect information provided at the time of booking.
3. Services and Scope of Work
3.1 Our services typically include provision of a vehicle with one or more drivers or porters, and the loading, transport, and unloading of goods as agreed.
3.2 Unless expressly agreed in writing, our services do not include: disconnection or reconnection of appliances, dismantling or reassembly of furniture, removal of doors or windows, packing or unpacking of goods, or the handling of items that are unsafe, illegal, or prohibited.
3.3 We may agree to provide additional services such as packing, furniture dismantling or reassembly, or provision of materials. Any such services will be subject to additional charges and must be agreed in advance where possible.
3.4 The customer must ensure that all goods to be transported are ready for loading and properly packed, secured, and labelled where appropriate. Fragile or valuable items must be clearly identified.
3.5 We reserve the right to refuse to handle or transport any goods which, in our reasonable opinion, present a health and safety risk, are not suitably packed, are prohibited or unlawful to carry, or are excessively heavy or bulky for the available staff or vehicle.
4. Customer Responsibilities
4.1 The customer must ensure that we and our staff have safe, legal, and reasonable access to the collection and delivery addresses, including suitable parking for the vehicle within a reasonable distance of the property.
4.2 The customer is responsible for obtaining any necessary permits, permissions, or authorisations for parking, loading, or unloading, and for any associated costs, fines, or penalties.
4.3 The customer must be present, or arrange for an authorised representative to be present, at the collection and delivery addresses for the duration of the services, unless we have agreed otherwise in advance.
4.4 The customer is responsible for protecting floors, walls, lifts, and other surfaces where required. While we will take reasonable care, we are not responsible for normal wear and tear or for damage arising where protection has not been provided.
4.5 The customer must not ask our staff to carry out any work or services that fall outside the agreed scope or that may be unsafe or in breach of law or regulations.
5. Payments, Charges and Waiting Time
5.1 Prices may be based on time, distance, volume, or a fixed fee as specified in the quotation and booking confirmation. Unless otherwise stated, prices are exclusive of any congestion charges, tolls, parking fees, and other third-party charges, which will be payable by the customer.
5.2 We may require a deposit or partial payment in advance to secure the booking. Any deposit requirements will be notified to the customer before the booking is confirmed.
5.3 Unless agreed otherwise in writing, payment is due immediately upon completion of the services on the day of the move. We may accept payment by cash, card, bank transfer, or other methods we specify from time to time.
5.4 If payment is not made when due, we reserve the right to charge reasonable interest on overdue amounts and to recover any costs incurred in pursuing late or non-payment, including legal fees.
5.5 Waiting time caused by delayed access, inadequate preparation of goods, or other circumstances within the customer's control may be chargeable at our standard hourly or waiting rate, subject to a minimum period, as notified to the customer.
6. Cancellations, Amendments and Delays
6.1 If the customer needs to cancel or amend a booking, they must notify us as soon as reasonably possible.
6.2 We may apply the following cancellation charges, calculated as a percentage of the agreed price for the services.
a. More than 72 hours before the agreed start time, no cancellation charge may apply, although any non-refundable third-party costs may still be payable.
b. Between 24 and 72 hours before the agreed start time, we may charge up to 50 percent of the agreed price.
c. Less than 24 hours before the agreed start time, we may charge up to 100 percent of the agreed price.
6.3 Changes to dates, times, or scope of work are subject to availability and may result in an adjustment of price. If we cannot accommodate the requested changes and the customer decides to cancel, the cancellation charges set out above may apply.
6.4 While we will use reasonable efforts to arrive within the agreed time window, all times are estimates. We are not liable for delays caused by traffic, weather, vehicle breakdowns, accidents, unforeseen circumstances, or events beyond our reasonable control.
6.5 In the event of a significant delay or if we are unable to attend on the agreed date due to reasons within our control, we will offer to reschedule at no additional cost or provide a refund of any deposit paid, which shall be the full extent of our liability.
7. Liability for Loss or Damage
7.1 We will take reasonable care in handling, loading, transporting, and unloading your goods. However, our liability is subject to the limitations set out in these Terms and Conditions.
7.2 We will not be liable for loss or damage to goods arising from inadequate packing, inherent defects, ordinary wear and tear, or where the goods are not suitable for transport in the normal course of a man and van or removal service.
7.3 We will not be responsible for loss or damage to the following types of items unless we have specifically agreed in writing to handle them and you have provided an accurate declaration of their value before the move.
a. Jewellery, watches, precious metals or stones.
b. Cash, credit cards, important documents, or securities.
c. Antiques, fine art, or items of exceptional value.
d. Electronic data or software, including any loss of data.
7.4 The customer should remove and carry personally any valuable, fragile, or irreplaceable items wherever possible.
7.5 Subject to applicable law, our total liability for loss of or damage to goods, or for any other loss, claim, or expense arising out of or in connection with our services, whether in contract, tort or otherwise, shall not exceed a reasonable and proportionate amount, which may be limited to the amount received by us for the relevant booking unless otherwise agreed.
7.6 We will not be liable for indirect or consequential loss, including loss of profit, loss of income, loss of opportunity, or loss arising from delays or failure to complete the move on a particular date.
7.7 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within seven days of completion of the services, giving full details of the alleged loss or damage.
8. Exclusions and Customer Risk
8.1 The customer acknowledges that certain risks are inherent in removal and man and van activities, including minor marks, scuffs, or cosmetic damage to goods or property, particularly where access is tight, stairways are narrow, or heavy items must be moved.
8.2 Where the customer insists that an item be moved in a manner or through an access route that we advise is risky or unsuitable, we may require the customer to confirm acceptance of the risk. We may, at our discretion, refuse to move the item if we consider it unsafe.
8.3 We are not responsible for any loss or damage resulting from the customer's failure to take out appropriate insurance for their goods or property.
9. Waste and Environmental Regulations
9.1 We operate in accordance with applicable UK waste and environmental regulations. We do not remove or dispose of waste, rubbish, or unwanted items unless this has been expressly agreed in advance as part of a specific waste removal service.
9.2 We are not a general waste carrier unless separately registered and authorised under waste carrier regulations. Where we agree to remove specific items for disposal, this will be carried out in accordance with relevant laws and guidance.
9.3 The customer must not request or permit us to dispose of waste illegally, for example by fly-tipping or leaving items in unauthorised locations. Any such request will be refused, and may lead to termination of the services.
9.4 The customer is responsible for any costs, fines, or penalties arising if they insist on or carry out unlawful disposal of waste. We reserve the right to report illegal activity to the relevant authorities.
10. Insurance
10.1 We maintain appropriate public liability and, where applicable, goods in transit insurance for the provision of man and van and removal services. Details of our insurance cover are available upon request.
10.2 The customer is strongly advised to arrange additional insurance for their goods and property, particularly where items are of high value or fragile, as our liability is limited as set out in these Terms and Conditions.
11. Health and Safety
11.1 We will carry out our services in a manner consistent with applicable health and safety laws and reasonable industry practice.
11.2 Our staff may refuse to carry out any task or lift any item that they reasonably consider to be unsafe or likely to cause injury or damage.
11.3 The customer must ensure that the premises are safe and suitably prepared for our staff, including clear walkways, adequate lighting, and secure staircases or access routes.
12. Complaints and Disputes
12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our staff on the day where possible so that we have an opportunity to address it immediately.
12.2 If the matter cannot be resolved on the day, you should submit a written complaint with full details of the issue as soon as reasonably possible following completion of the services.
12.3 We will review and respond to complaints in a fair and timely manner. We may request additional information or evidence to help us assess the matter.
13. Force Majeure
13.1 We will not be liable for any delay, failure, or inability to perform our obligations where such delay or failure is due to events beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, traffic congestion, strikes, lockouts, civil unrest, public health emergencies, or mechanical breakdowns where reasonable maintenance has been carried out.
13.2 In such circumstances, we may suspend or reschedule the services and will use reasonable efforts to minimise disruption. Any deposits paid may be transferred to a new booking date where appropriate.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of our services.
15. General Provisions
15.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
15.3 These Terms and Conditions constitute the entire agreement between the customer and Man with Van Dollis Hill in relation to the services, and supersede any prior agreements, understandings, or representations, whether written or oral, relating to the same subject matter.
15.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your services. A copy of the current Terms and Conditions is available on request.
