Terms and Conditions for Man With A Van Richmond

These Terms and Conditions set out the basis on which moving, transport, and related services are provided by Man With A Van Richmond. By making a booking, requesting a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of what is included, what is not included, and how both parties should act before, during, and after the service. The aim is to keep the process straightforward, fair, and transparent while protecting the rights of both the customer and the service provider.

Man and Van Richmond services may include item collection, single-item transport, furniture moving, room-to-room relocation, loading and unloading support, and similar transport-based work. Unless otherwise agreed in writing, all work is provided subject to availability, the details supplied at the time of booking, and the condition of the items, access points, and property involved. Customers are responsible for ensuring that the information they provide is complete and accurate, including item size, quantity, weight, access restrictions, parking requirements, and any special handling needs.

These terms apply to all standard service arrangements, whether the booking is made by phone, email, online form, or another accepted method. Any variation to these terms must be confirmed in writing. If there is a conflict between these Terms and Conditions and any written quotation or service agreement, the written quotation or agreement shall prevail only to the extent of the specific inconsistency. All other terms remain in force.

Booking Process

A booking with Man With A Van Richmond is usually made in several stages. First, the customer submits a request with the basic service details, including the nature of the job, collection and delivery locations, preferred date and time, and any special requirements. A quotation may then be issued based on the information supplied. Quotations may be estimated or fixed, depending on the circumstances, the complexity of the work, and the level of detail available at the time.

A booking becomes confirmed only when the customer accepts the quotation and the service provider confirms availability. In some cases, a deposit, pre-authorisation, or other form of payment may be required before the date is reserved. The customer must review all booking information carefully and notify the service provider immediately if any details are incorrect. If the actual service needs differ from the information originally provided, the price, timing, vehicle size, or staffing may need to be adjusted. The service provider is not obliged to complete work that is materially different from the agreed scope without revised terms being accepted.

For the avoidance of doubt, all bookings are subject to practical and operational limitations. This includes road access, weather conditions, vehicle suitability, staff availability, and compliance with safety requirements. If a service cannot proceed as originally planned because the customer has supplied incomplete or inaccurate information, any additional costs arising from waiting time, extra labour, failed access, or return visits may be charged to the customer. The customer should be ready for the agreed arrival window and ensure that items are prepared for loading unless preparation has been specifically included in the service.

Payments

Unless stated otherwise in the quotation, payment is due on completion of the service or at another agreed time. Accepted payment methods may include bank transfer, card payment, cash, or other approved methods. Where a deposit is requested, it is used to secure the booking and may be non-refundable except where cancellation rights under these terms provide otherwise. Any invoice issued must be paid in full by the deadline stated on the invoice. Late or failed payment may result in reasonable administrative charges, suspension of future bookings, and recovery action where necessary.

All prices are normally based on the information provided at the time of booking. If the job takes longer than expected because of traffic delays, poor access, excess waiting time, additional items, unsafe packing, or customer-requested changes, extra charges may apply. Any parking fees, tolls, congestion-related costs, or similar unavoidable expenses may also be added where these were not included in the original quotation. Unless expressly stated, quotations are exclusive of such third-party costs. The customer is responsible for ensuring that payment can be made promptly when due.

Cancellations

The customer may cancel a booking by providing notice as early as possible. If cancellation is made with sufficient notice, any refund of deposits or prepaid sums will be dealt with in accordance with the booking terms and the stage of preparation already undertaken. If the customer cancels close to the agreed time, especially after the vehicle, staff, or equipment has already been allocated, a cancellation fee may apply. The fee is intended to reflect lost time, planning, and operational costs rather than to penalise the customer.

If the customer is not present at the agreed location, is unable to provide access, or fails to make the items available within a reasonable period, the service may be treated as cancelled or failed due to customer default. In such cases, the full booking fee or a substantial portion of it may remain payable, depending on the work already undertaken and the losses incurred. If the service provider must cancel due to illness, vehicle breakdown, adverse weather, or another genuine operational issue, the customer will normally be offered a new date or a refund of any prepaid amount for the affected service only.

Liability

Man With A Van Richmond will take reasonable care when handling goods, equipment, and property. However, the customer acknowledges that transport and lifting work carries inherent risks. Liability is limited to loss or damage caused directly by proven negligence on the part of the service provider. The service provider is not responsible for pre-existing damage, hidden defects, items that are poorly packed, unsecured contents, or damage resulting from the customer’s instructions. Fragile items, antiques, glass, electronics, and high-value goods should be protected, declared in advance, and packed appropriately.

The service provider is not liable for loss of earnings, missed appointments, business interruption, emotional distress, or any indirect or consequential loss, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. The customer is responsible for ensuring that any item handed over for transport is legally owned, lawfully possessed, and suitable for movement. If an item is damaged because it was already unstable, defective, overfilled, or not fit for transport, the service provider will not be liable.

Waste Regulations

Where the service includes the removal of unwanted items, packaging, or rubbish, the customer must clearly identify any waste before the job begins. All waste handling will be carried out in accordance with applicable UK waste regulations, including the duty of care requirements that apply to the transfer, transport, and disposal of controlled waste. The service provider may refuse to transport any item that appears to be hazardous, illegal, contaminated, or otherwise unsuitable for lawful disposal through the agreed service.

The customer must not present prohibited or hazardous waste without prior written agreement and appropriate arrangements. This includes, by way of example, chemicals, asbestos-containing materials, clinical waste, oils, fuel, pressurised containers, batteries beyond permitted quantities, or electrical items requiring special disposal. If such items are discovered during the job, the service provider may halt the work, separate the items, or charge additional fees for safe handling, segregation, or disposal where lawful and possible. The customer remains responsible for ensuring that waste presented for removal is accurately described and lawfully transferred.

When waste is collected, transferred, or disposed of as part of the service, the customer agrees to provide any information reasonably needed for compliance purposes, including description of the waste, its source, and any relevant safety details. The service provider may retain records relating to waste transfer, disposal routes, or compliance checks where required by law or operational procedure. The customer must not ask the service provider to dispose of items in a manner that would breach statutory obligations or place the provider at risk of enforcement action.

Customer Responsibilities

The customer must ensure safe access to the property and provide any necessary permissions, permits, keys, codes, or parking arrangements needed for the service. Items should be ready for loading at the agreed time unless packing or preparation has been expressly included. The customer should disclose any heavy, awkward, valuable, or sensitive items in advance. The service provider may decline to move items that are unsafe to handle, improperly packed, or likely to cause injury or damage. Customers should also take reasonable steps to protect floors, walls, door frames, and surrounding property where access is tight or delicate.

Any assistance requested from the service provider must be lawful, practicable, and within the agreed scope. The customer must not ask staff to perform work that is unsafe or that falls outside the services booked without first agreeing any additional charges or revised conditions. If the customer or a third party assists with loading, unloading, or carrying, they do so at their own risk and must follow reasonable safety instructions. The service provider accepts no responsibility for injuries or damage caused by unauthorised third-party participation.

Delays, Access Issues, and Waiting Time

Service times are scheduled in good faith, but arrival times may be affected by traffic, weather, earlier jobs running over, vehicle issues, or access problems beyond the service provider’s control. The company will aim to keep customers informed where delays are significant. If access to the collection or delivery point is restricted, or if parking cannot be arranged as required, extra time and costs may result. Waiting time may be chargeable if the vehicle and staff must remain idle due to customer-related delay.

Where a job becomes impossible to complete because of access restrictions, unsafe conditions, or the customer’s failure to prepare the site or items, the service may be suspended or terminated. In such circumstances, the customer may still be charged for travel, time, labour, and any additional expenses already incurred. The service provider will act reasonably and proportionately, but it is not required to absorb avoidable costs created by circumstances within the customer’s control.

Insurance and Claims

The service provider may maintain insurance appropriate to the type of work carried out, but insurance does not create any additional rights beyond those set out in these terms. Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service. The customer should provide supporting information, including photographs, item descriptions, and any relevant evidence. The service provider may inspect the item or property before considering any claim.

Where a claim is accepted, the remedy may be limited to repair, replacement, or a reasonable monetary amount reflecting the direct loss caused by the service provider’s proven fault. The service provider is entitled to mitigate loss and to consider the age, condition, and second-hand value of the affected item. No claim will be considered where the customer has failed to follow packing instructions, failed to declare special handling needs, or caused the problem through their own actions or omissions.

Termination and Refusal of Service

The service provider may refuse, suspend, or terminate a booking immediately if the customer behaves abusively, threatens safety, provides false information, requests unlawful activity, or materially breaches these terms. The same applies where the job would expose staff, property, or the public to unacceptable risk. Any such decision will be made reasonably and may result in the customer being charged for work already completed and costs already incurred.

If the service is terminated for customer breach, the provider will not be responsible for any resulting delay, inconvenience, or expense. The customer remains liable for amounts due under the booking up to the point of termination, including any part-completed service, waiting time, or cancellation-related charges that are fairly applicable. The provider may also refuse future bookings where there has been a serious or repeated breach.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the services or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

The parties agree that these terms represent the entire understanding between them in relation to the services described, except where a separate written agreement states otherwise. No failure or delay in enforcing any right under these terms shall be treated as a waiver of that right. By booking with Man With A Van Richmond or using the service, the customer confirms that they have read, understood, and accepted these terms in full.