Terms and Conditions
Terms and Conditions for Man with Van Kensington Services
These Terms and Conditions set out the basis on which Man with Van Kensington provides removal, transportation and related services. By making a booking, paying a deposit, or allowing our team to commence work, you agree to be bound by these Terms and Conditions on behalf of yourself and any other person using our services under your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given to them below.
Client means the person, company or organisation making the booking or on whose behalf a booking is made.
Services means any removal, man and van, delivery, collection, loading, unloading, packing, storage or related services provided by us.
Goods means the items, furniture, personal belongings and any other property which we are requested to move, handle, transport, or store.
Order means the agreed booking for Services as confirmed by us in writing or verbally and accepted by the Client.
We, us, our means Man with Van Kensington.
2. Scope of Services
We provide man and van and removal services, including local moves, home removals, office moves, small-scale relocations, furniture transport and related assistance. The exact scope of the Services will be as agreed in the Order, including the collection and delivery addresses, dates and times, and any additional services such as packing or disassembly and reassembly of furniture.
We reserve the right to refuse to move or handle any Goods that in our reasonable opinion are unsafe, illegal, hazardous, or likely to cause damage to our staff, vehicles, equipment, or to other Goods.
3. Booking Process
3.1 Enquiries and quotations
When you contact us for a quotation, you must provide accurate and complete information, including but not limited to the collection and delivery addresses, property access details, parking arrangements, number and type of items, approximate volume or list of Goods, and any special handling requirements.
Quotations are usually provided on the basis of the information you supply, as a fixed price, hourly rate, or a combination of both. Quotations are not binding if the information provided is incomplete, inaccurate, or changes significantly between the time of quotation and the date of the move.
3.2 Confirming a booking
A booking is considered confirmed only when we have accepted your Order and you have accepted our quoted price, and where applicable, paid any required deposit. Orders may be accepted verbally or in writing. We reserve the right to refuse any booking at our discretion.
You are responsible for checking that all details in the Order are correct, including dates, times, addresses, and the scope of Services. Any errors must be notified to us as soon as possible.
3.3 Changes to bookings
If you wish to amend a booking, including changes to dates, times, addresses, or the volume of Goods, you must contact us as soon as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability. Changes may result in an adjustment to the price.
If significant changes are made on the day of the Service or without reasonable notice, we may treat this as a partial cancellation and may apply additional charges.
4. Prices, Payments and Charges
4.1 Pricing
Our prices may be based on a fixed fee, hourly rate, distance, size of vehicle, number of staff required, or a combination of these factors. The method of charging will be stated in your quotation or Order. Any estimate given based on time is an approximation, and the final charge will reflect the actual time taken to complete the Services, including loading, transport and unloading.
4.2 Deposits and advance payments
We may require a deposit or advance payment to secure a booking. The amount and due date will be communicated to you at the time of booking. If the deposit or advance payment is not received by the specified date, we may cancel the booking.
4.3 Payment terms
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the move. We reserve the right to refuse to unload Goods or to continue Services until payment is received in full.
For business or account Clients with agreed credit terms, invoices are payable by the due date stated on the invoice. Late payments may attract interest and administration charges.
4.4 Additional charges
Additional charges may apply in the following circumstances, which are not exhaustive.
Delays caused by factors outside our control, including waiting for keys, restricted access, or third parties.
Parking charges, congestion charges, tolls, and any fines resulting from inadequate parking arrangements not disclosed in advance.
Additional labour required due to underestimation of Goods, poor access, use of stairs above the level specified, or the need to dismantle or reassemble items not agreed in advance.
Extra distance or additional collections or deliveries not included in the original Order.
Handling of heavy, bulky or specialist items, such as pianos or safes, where not previously declared.
5. Cancellations and Postponements
5.1 Client cancellations
You may cancel or postpone your booking by giving us notice. The following cancellation charges may apply, depending on the notice given before the scheduled start time.
More than 7 days: No cancellation fee, and any deposit may be refunded or transferred at our discretion.
Between 48 hours and 7 days: We may retain part or all of any deposit or charge up to a stated proportion of the quoted fee.
Less than 48 hours: We may charge up to the full quoted price, including retaining any deposit.
Any specific cancellation scale applicable to your Order will be communicated at the time of booking and will take precedence over the general guidance above.
5.2 Our right to cancel
We may cancel or suspend the Services if you fail to pay any amount due, provide inaccurate or incomplete information, or if we reasonably believe the Services cannot be safely or lawfully performed. We may also cancel or reschedule in the event of circumstances beyond our control, such as severe weather, road closures, vehicle breakdowns, accidents, or staff illness.
In such cases, we will use reasonable endeavours to notify you as soon as possible and rearrange the Services. Our liability for cancellation under this clause will be limited to refunding any payments made for Services not provided, and we will not be liable for any indirect or consequential loss arising from the cancellation or delay.
6. Client Responsibilities
6.1 Access and parking
You must ensure that suitable access and parking are available at both the collection and delivery addresses. This includes arranging any necessary permits or authorisations and informing us of restrictions such as narrow streets, height limits, or time-limited loading bays.
Any delays or additional costs arising from inadequate access or parking may result in extra charges.
6.2 Packing and preparation
Unless you have booked a packing service, you are responsible for properly packing and securing all Goods in suitable containers and for protecting delicate items. You must ensure that furniture is emptied where necessary and that items are dismantled if they cannot pass safely through doors or stairwells.
We will not be liable for damage to Goods that were not properly packed or prepared by you or a third party, unless agreed otherwise in writing.
6.3 Prohibited and restricted items
You must not include in the Goods any items that are illegal, dangerous, explosive, corrosive, flammable, perishable, or otherwise unsuitable for transport. Examples include but are not limited to gas cylinders, fuel, chemicals, paint, firearms, and illegal substances.
You must notify us in advance of any items of high value, fragile items requiring special handling, or items which may be subject to specific regulations.
7. Liability and Insurance
7.1 Our standard liability
We will exercise reasonable care and skill in providing the Services. Our liability for loss of or damage to Goods arising from our negligence or breach of contract will be limited to a reasonable amount per item or per consignment, subject to any specific arrangements agreed in writing.
We will not be liable where loss or damage arises from circumstances beyond our reasonable control, inherent defects in the Goods, inadequate packing performed by you, or your failure to take out appropriate insurance.
7.2 Excluded liability
We do not accept liability for the following types of loss, whether direct or indirect.
Loss of profits, income, business, goodwill or opportunity.
Loss or corruption of data, documents or digital media, unless specifically agreed.
Damage to premises or property other than the Goods, unless caused by our proven negligence and notified to us in writing on the day of the move.
Loss or damage to items of high value, including but not limited to cash, jewellery, watches, art, antiques, or collections, unless declared to us in advance and agreed in writing.
7.3 Client insurance
You are strongly advised to arrange suitable insurance cover for the Goods being moved, particularly for high-value or fragile items. Any insurance arranged by you is at your own cost and responsibility. We are not responsible for any shortfall between our limited liability and the full value of your Goods.
7.4 Time limits for claims
Any visible loss or damage must be reported to us as soon as reasonably practicable, and in any event within 48 hours of completion of the Services. Any claim relating to loss or damage must be made in writing within 7 days of the move, providing full details and evidence. Failure to notify us within these time limits may affect our ability to investigate and may reduce or extinguish any liability we may have.
8. Waste, Disposal and Regulations
8.1 Waste handling
We are not a general waste carrier and will not remove household or commercial waste unless explicitly agreed as part of the Order and in accordance with applicable waste regulations. We reserve the right to refuse removal of items deemed to be waste, rubbish, or unsuitable for standard transport.
8.2 Compliance with waste regulations
Any waste or unwanted items that we agree to remove will be handled in accordance with relevant waste management laws and regulations. We may apply additional charges for disposal, recycling, or special handling of such items.
You must not request us to dispose of items in a way that breaches environmental or waste regulations. We will not be liable for any penalties or claims arising from your failure to comply with such regulations.
9. Delays and Events Beyond Our Control
We will use reasonable efforts to carry out the Services at the agreed times. However, we are not liable for delays or failure to perform where caused by circumstances beyond our reasonable control, including but not limited to adverse weather conditions, traffic congestion, road closures, accidents, vehicle breakdowns, strikes, or acts of third parties.
In the event of significant delay, we will keep you informed and, where possible, agree alternative arrangements. Our liability for such delays will be limited to a reasonable adjustment to charges where appropriate, and we will not be responsible for any consequential loss you may suffer.
10. Complaints and Disputes
If you are dissatisfied with any aspect of our Services, you should raise the issue with our team as soon as possible on the day so that we can try to resolve matters promptly. If the issue is not resolved, you may submit a written complaint setting out full details.
We will review your complaint, request any further information reasonably required, and aim to respond within a reasonable time. Both parties agree to make genuine efforts to resolve disputes amicably before considering legal action.
11. Data Protection and Privacy
We will collect and use personal data provided by you solely for the purposes of administering your booking, delivering the Services, processing payments, and handling any enquiries or complaints. We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or with your consent.
12. Changes to These Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time your booking is confirmed will apply to your Order. Any updates will apply to future bookings only, unless agreed otherwise with you in writing.
13. Governing Law and Jurisdiction
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.
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 their subject matter or formation.
By proceeding with a booking and using our removal and man and van services, you confirm that you have read, understood and agree to these Terms and Conditions.
