Man With Van Kensington Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Kensington provides removal, transport, collection, delivery, and related van services to customers in the UK. By making a booking, confirming an estimate, or allowing our team to commence work, you agree to be bound by these terms. They are intended to create a clear and fair framework for both parties, covering the booking process, payments, cancellations, liability, waste obligations, and the law that applies to our services.

In these terms, references to ???we??�, ???us??�, and ???our??� mean Man With Van Kensington, and references to ???you??� or ???the customer??� mean the individual or business making the booking or receiving the service. These terms apply whether the service involves a single item, a partial load, a full van move, business transport, or an ad hoc collection. They should be read carefully before confirmation.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply in full. No delay or failure by us in exercising any right or remedy shall operate as a waiver of that right. Nothing in these terms affects your statutory rights where such rights cannot legally be excluded or limited.

1. Booking process

Bookings may be made by phone, email, online form, or through any other booking method we make available from time to time. When you submit a request, you must provide accurate and complete information, including the collection and delivery locations, access conditions, item list, number of floors, parking constraints, timing preferences, and any special handling needs. A quotation or estimate is based on the information supplied at the time of booking and may change if the details later prove to be incomplete or incorrect.

Once we provide an estimate, your booking is only confirmed when you accept the quote and we send a booking confirmation, or when we otherwise agree in writing to carry out the service. We may require a deposit or pre-authorisation before securing the appointment. We reserve the right to decline or cancel a booking where we consider the work unsafe, unlawful, outside the scope of our service, or impossible to carry out within the agreed constraints. If a job is reclassified after arrival because the actual workload differs from what was described, the price may be adjusted accordingly.

2. Service conditions and customer responsibilities

You are responsible for ensuring that the property, access routes, items, and parking arrangements are suitable for the service. This includes obtaining any necessary permissions from landlords, managing agents, building security, or local authorities where parking or access restrictions apply. You must ensure that items are ready for loading at the agreed time and that fragile, hazardous, or unusually heavy items are declared in advance. If our team has to wait due to access issues, missing information, or delays outside our control, additional charges may apply.

You must also ensure that all items handed to us are legally owned by you or that you have permission to move them. We may refuse to handle items that are excessively dangerous, improperly packaged, illegal to transport, or likely to damage other goods. Although our team will use reasonable care, you remain responsible for securing drawers, removing loose items where appropriate, and protecting valuables, confidential documents, and sensitive materials. If you need special handling, you must tell us before the service begins so that appropriate arrangements can be made.

3. Payments and charges

All prices are stated in pounds sterling unless expressly agreed otherwise. Quotes may be fixed-price or hourly depending on the service and the information provided. Where the booking is based on time, charges usually begin when the vehicle or team arrives at the agreed collection point, or at the agreed start time if later. Additional costs may arise for waiting time, congestion, congestion-related delays, stair carry, long carry distances, extra labour, parking charges, tolls, or disposal fees where these have not been included in the original quote.

Payment is due in accordance with the payment method and timing stated in the booking confirmation. We may require full payment before unloading or before the completion of the job. If payment is not made when due, we may withhold delivery, suspend further services, and charge reasonable recovery costs permitted by law. Any invoice dispute must be raised promptly and in good faith. You may not withhold payment for undisputed amounts because of a separate claim or complaint unless required by law.

4. Cancellations, rescheduling, and amendments

You may cancel or reschedule a booking by giving us reasonable notice. Because appointments are reserved in advance, cancellation fees may apply depending on how much notice is provided and whether costs have already been incurred. If you cancel after the team has been dispatched, or if we arrive and cannot proceed because access is denied, no one is available, or the premises are not ready, you may still be charged for the call-out, waiting time, or other incurred costs. A deposit may be non-refundable where stated at the time of booking.

We may reschedule or cancel a service where this is necessary because of weather, traffic disruption, vehicle failure, staff illness, safety concerns, incorrect booking information, or events beyond our reasonable control. In such cases, we will aim to offer an alternative time. If we must cancel and no suitable alternative is agreed, any prepayment for the cancelled portion of the service will normally be refunded, subject to any lawful deductions for work already carried out or costs already incurred. We are not liable for indirect losses arising from a cancellation or delay, except where liability cannot be excluded by law.

5. Liability and insurance

We will exercise reasonable care and skill in carrying out the services. However, our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Our team is not responsible for pre-existing damage, poor packaging, defective furniture, unsecured contents, or items that are not suitable for transport in their current condition.

Unless otherwise agreed in writing, we do not accept responsibility for loss or damage to items that have not been adequately packed, labelled, or prepared by you. Breakable items, antiques, electronics, and high-value possessions should be declared in advance and, where appropriate, professionally packed. You should remove cash, jewellery, passports, and confidential documents before the move. If any item is damaged or lost and you believe we are responsible, you must notify us as soon as reasonably practicable and provide evidence of the issue. Any claim may be subject to inspection, valuation, and verification.

Our total liability for any claim arising from a single booking will not exceed the amount paid or payable for the specific service in question, except where a higher limit is required by law or expressly agreed in writing. We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses. If you require additional protection, it is your responsibility to arrange suitable insurance cover for your goods and belongings.

6. Waste regulations and prohibited items

Where our service includes the removal, collection, or disposal of unwanted items, you agree that all waste will be described honestly and handled in accordance with applicable UK waste laws and regulations. We may require you to identify whether items are general waste, recyclable materials, electrical equipment, furniture, mattresses, green waste, or other specific categories. If disposal is part of the booking, we may either take the items to an authorised facility or arrange lawful transfer through appropriate channels. We reserve the right to refuse waste that is hazardous, contaminated, illegal, or unsuitable for transport.

You must not present controlled waste, chemicals, asbestos, clinical waste, pressurised containers, oils, solvents, gas cylinders, paints, batteries, or any other prohibited or regulated materials unless we have expressly agreed in advance and the legal requirements can be met. If you fail to disclose the true nature of the waste, you will be responsible for any resulting cost, fine, claim, or loss arising from that failure. Where applicable, you may need to provide information or declarations to support compliant disposal. We reserve the right to charge additional fees for sorting, segregation, unloading, or special handling required to meet legal obligations.

7. Conduct, access, and operational limits

Our team members must be treated with courtesy and respect. We may stop work immediately if we encounter aggressive behaviour, abusive language, unsafe conditions, intoxication, harassment, or any situation that threatens staff wellbeing or property safety. You are responsible for ensuring that access routes remain reasonably clear and that the premises are safe to enter and work in. We may refuse to move items that appear structurally unsafe, overloaded, unstable, or likely to cause damage to persons or property. Any lifting or carrying is performed only where it can be done safely.

We are entitled to rely on your instructions and decisions at the site. If you ask us to move items in a manner that we reasonably believe is unsafe or likely to cause damage, we may decline to do so. Delays caused by traffic, parking restrictions, building access, lift unavailability, weather, or other external factors may affect the duration and cost of the job. If the scope of work changes during the service, we may revise the price to reflect the additional labour, time, or equipment required.

8. Complaints and dispute handling

If you are dissatisfied with any aspect of the service, you should raise the matter promptly so that it can be reviewed. You agree to provide reasonable details, photographs where relevant, and any other information we may need to assess the issue. We will consider complaints in a fair and practical manner and may request an opportunity to inspect the goods or location before any repair, replacement, or compensation is discussed. Failure to notify us promptly may reduce our ability to investigate.

Nothing in this clause prevents you from bringing a claim under applicable law, but we encourage early communication to reduce inconvenience and avoid unnecessary escalation. Any agreed remedy will depend on the facts, the nature of the loss, and the extent to which we are legally responsible. Where appropriate, remedies may include a correction of the service, a partial refund, or another reasonable resolution.

9. Force majeure

We shall not be liable for failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control. This may include severe weather, road closures, accidents, industrial action, fire, flood, epidemic, government action, or failures of third-party services. Where a force majeure event occurs, we will take reasonable steps to reduce disruption and resume the service as soon as practicable. If performance becomes impossible, the affected booking may be suspended, postponed, or cancelled without further liability except for refunds due in respect of work not performed.

10. Governing law and jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them or the services provided by Man With Van Kensington, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim, or matter arising from these terms, except where the law requires otherwise. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms in full.