These Terms and Conditions set out the basis on which Man With Van Ealing provides removals, transport, loading, unloading, and associated moving services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. They apply to domestic and business customers unless a separate written agreement has been made. In these terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” mean the customer who books or uses the service.

These terms are intended to provide clarity, reduce misunderstandings, and define the responsibilities of both parties. They should be read carefully before any booking is confirmed. If any part of these terms is unclear, the customer should raise the issue before the booking date. Proceeding with a booking indicates acceptance of the terms in full, including any stated limitations on liability, payment obligations, and cancellation charges.

We reserve the right to amend these terms from time to time. Updated terms will apply to future bookings only, unless otherwise agreed in writing. The customer is responsible for checking that they understand the terms that apply at the time of booking. No variation to these terms will be valid unless confirmed by us in writing. The use of our service does not create any rights for third parties unless required by law.

The booking process begins when the customer provides the relevant service details, including the collection and delivery addresses, preferred date, property access information, and a description of the items to be moved. This may also include details of stairs, parking restrictions, lift access, heavy items, fragile goods, and any need for packing assistance. Accurate information is essential because quotations and scheduling are based on the information supplied at the time of enquiry.

We may provide an estimate or fixed quotation depending on the scope of the work and the quality of the information provided. Any quotation will normally be based on assumptions about volume, access, labour time, and vehicle size. If the actual job differs from the original description, additional charges may apply. The customer must ensure that all information is complete and accurate. A booking is not confirmed until we have accepted it and any required deposit, advance payment, or written confirmation has been received.

Where a booking is made for a specific time slot, we will aim to attend within that period. However, arrival times may be affected by traffic, weather, vehicle breakdown, or earlier delays beyond our reasonable control. We will use reasonable efforts to keep the customer informed of significant delays. Unless expressly agreed otherwise, time is not of the essence, and we are not liable for delay caused by circumstances outside our control. If access is restricted or the customer is not ready, waiting charges may apply.

The customer must ensure that the goods to be moved are ready for collection at the agreed time. This includes dismantling items where necessary unless dismantling has been included in the service, labelling items clearly, and protecting fragile possessions where appropriate. We may refuse to move items that are unsafe, unsuitable for transport, illegal to carry, or likely to cause damage to property or risk to health and safety. The customer should also make sure that all keys, codes, permits, and access arrangements are in place before the moving date.

We may rely on the customer’s instructions regarding the items to be transported. If the customer asks us to handle items with special care, such as antiques, glassware, electronics, or valuable documents, this must be disclosed in advance. We do not carry out specialist packing, valuation, or insurance assessment unless specifically agreed. The customer remains responsible for deciding whether any item requires extra protection or a separate specialist service. Our team may refuse to load items that are inadequately packed or visibly unsafe.

Any quote provided is based on normal working conditions. If the job requires extra labour, multiple trips, additional waiting time, carry distance, or the use of specialist equipment, additional charges may be added. Examples include long walks from the vehicle to the property, no lift access, difficult parking, or handling oversized furniture. Where practical, we will explain additional costs before proceeding. The customer agrees that reasonable adjustments to the final price may be made where the original booking information was incomplete or inaccurate.

Payments and Charges

Payment terms will be confirmed at the time of booking. Unless we agree otherwise in writing, payment is due in full on completion of the service or before the job starts if advance payment has been required. We may accept bank transfer, card payment, or other approved methods. Any bank charges, transfer fees, or failed payment costs may be added to the invoice where applicable. The customer must ensure that payment details are correct and that funds are available when payment is due.

Where a deposit is requested, that deposit forms part of the total price and may be non-refundable if the customer cancels outside the permitted notice period or fails to provide access. If a quotation is given on an hourly basis, the customer agrees to pay for the actual time worked, including reasonable waiting time, loading, unloading, and travel between agreed locations where stated in the booking. A minimum charge may apply, and all charges are subject to applicable taxes unless stated otherwise.

If payment is overdue, we reserve the right to charge interest and recover reasonable collection costs in accordance with applicable law. We may also suspend or refuse future services until outstanding amounts are paid in full. Disputes over invoices must be raised promptly and in good faith, with supporting details. Unreasonable withholding of payment may constitute a breach of contract. Any discount or promotional offer is valid only for the stated period and cannot be used retrospectively unless we agree.

Cancellations and Amendments If you need to cancel or change a booking, you should notify us as soon as possible. The amount of any cancellation charge will depend on how much notice is given and whether any work, travel, or costs have already been incurred. If cancellation is made with sufficient notice, we may waive all or part of the fee at our discretion. Where a deposit has been taken, it may be retained to cover administration or lost time if cancellation is late.

If you amend the booking by changing the date, time, access details, or item list, we may need to revise the quotation or reallocate the job. Substantial changes may be treated as a new booking. If we have already allocated resources, arranged staff, or started travel, the customer may be charged for the work done up to that point. If the cancellation is caused by access problems, incorrect address details, or the customer’s failure to be ready, the booking may be treated as a late cancellation or no-show.

We may cancel or postpone the service if there are safety concerns, severe weather, vehicle problems, staff illness, unlawful instructions, or other events beyond our control. In such cases, we will aim to offer an alternative date or a refund for any unused prepaid amount, unless the issue results from the customer’s breach of these terms. We are not liable for indirect losses resulting from cancellation where we have acted reasonably and in accordance with these terms.

Liability and Customer Responsibility

We will take reasonable care when handling goods and carrying out the service, but our liability is limited to losses caused by our proven negligence or breach of contract. We are not responsible for loss or damage caused by pre-existing defects, poor packing, hidden weakness, normal wear and tear, or the customer’s instructions. The customer remains responsible for ensuring that items are properly packed, labelled, and suitable for transport unless packing has been expressly included in the service.

We do not accept liability for fragile, high-value, sentimental, or irreplaceable items unless their nature and value have been disclosed in advance and we have agreed in writing to carry them under the stated conditions. Where the customer chooses to transport such items, it is the customer’s responsibility to ensure suitable insurance cover. Any claim for damage must be reported as soon as reasonably possible and supported by evidence. The customer must allow us a fair opportunity to inspect the item and assess the circumstances.

Our total liability for any single claim shall, to the maximum extent permitted by law, be limited to the amount paid for the specific service giving rise to the claim, unless a higher limit has been agreed in writing or the law requires otherwise. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. We are not liable for loss of profits, loss of business, missed opportunities, or other indirect or consequential losses.

Waste Regulations and Disposal If the service includes the removal of unwanted items, packaging, or rubbish, the customer must clearly identify what is to be disposed of and confirm that they have the legal right to request disposal. We only handle waste in accordance with UK waste regulations and will not collect, transport, or dump items illegally. The customer must not ask us to leave waste in unauthorised locations or to conceal items that should be properly disposed of through approved channels.

Where waste disposal is part of the service, the customer agrees to provide accurate details of the waste type, quantity, and any special handling requirements. Certain materials may require separate treatment, such as electrical items, paints, chemicals, sharp materials, or other controlled waste. We may refuse to remove hazardous or restricted items unless we are legally permitted and appropriately equipped to do so. Additional charges may apply where lawful disposal, recycling, or specialist handling is needed.

The customer is responsible for ensuring that no prohibited, dangerous, or regulated waste is included in the load unless previously declared and accepted by us. If undisclosed hazardous waste is found, we may stop work immediately and charge any costs incurred. We reserve the right to dispose of items only through authorised facilities and to request evidence of lawful ownership or disposal authority where needed. The customer agrees to cooperate with any reasonable checks required for compliance with environmental and waste management law.

Service Conditions, Delays, and Access

The customer must provide safe and reasonable access to the property and the items to be moved. This includes ensuring that access routes are free from unnecessary obstruction and that parking arrangements have been considered where relevant. If access is limited by stairs, narrow doorways, lift restrictions, or permit issues, the customer should notify us in advance. Any delay caused by poor access, waiting for keys, or the inability to park near the property may be charged where reasonable.

We may ask the customer to be present, or to appoint an authorised person, at both collection and delivery to confirm instructions and sign off completion if required. If nobody is available to provide access, receive goods, or confirm delivery, we may store the goods temporarily or return them at the customer’s cost. Any additional handling, redelivery, or storage costs will be payable by the customer. We will take reasonable steps to protect the goods, but we are not responsible for delays caused by third parties or location-specific restrictions beyond our control.

The customer must ensure that no item being moved contains unlawful contents or concealed prohibited goods. We may inspect items where there is a reasonable concern about safety, legality, or compliance with transport rules. If we suspect a breach of law, we may refuse to continue the job and may notify the appropriate authorities if required. The customer agrees not to request any conduct that would put us in breach of any legal duty, road traffic rule, or safety requirement.

Insurance, Risk, and Ownership

Risk in the goods passes to the customer in accordance with the agreed service arrangements and applicable law. Unless otherwise stated, the customer remains responsible for insuring goods during transit, particularly where items are valuable, fragile, or difficult to replace. We may hold public liability or goods-in-transit cover, but the existence of insurance does not expand our obligations beyond these terms. The customer should check their own insurance arrangements before the move.

The customer warrants that they are the owner of the goods or have permission from the owner to arrange their removal and transport. We are entitled to rely on the customer’s authority and instructions. If a third party later disputes ownership, we are not liable for resulting loss or delay where we acted in good faith and with reasonable care. If any item is subject to legal dispute, lien, seizure, or retention by a third party, the customer must resolve the matter at their own cost unless the issue was caused by us.

Any items left behind, abandoned, or not collected within a reasonable period may be treated in accordance with applicable law and our operational procedures. If the customer wishes to retrieve such items, they may be required to pay additional charges for storage, handling, and re-delivery. We do not accept responsibility for items the customer fails to identify as part of the agreed move. The customer should check the inventory or load carefully before the vehicle departs where an inventory process is used.

Complaints and Disputes If you are unhappy with any aspect of the service, you should notify us as soon as possible so that we can investigate the matter promptly. The customer must provide reasonable detail, including the date, nature of the issue, and any supporting evidence. We will review the complaint in good faith and may request photographs, documents, or other relevant information. This complaint process does not remove any legal rights the customer may have under UK law.

We encourage both parties to resolve issues informally and promptly where possible. Any unresolved dispute should be dealt with in a sensible and proportionate way. Neither party should withhold information or take unreasonable steps that increase the loss. To the extent permitted by law, claims must be brought within a reasonable time after the event giving rise to the claim. Delayed complaints may affect our ability to investigate and may reduce the amount recoverable.

These terms do not affect rights that cannot be excluded under consumer law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. A failure by us to enforce any right under these terms does not mean that we waive that right. Any waiver must be in writing and limited to the specific instance in which it is given. The headings in these terms are for convenience only and do not affect interpretation.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, 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, subject to any mandatory consumer rights or legal protections that apply. If a customer is based elsewhere in the UK, these terms will still be read in line with the applicable legal framework governing the service contract.

By booking or using Man With Van Ealing, the customer confirms that they have read, understood, and agreed to these terms. The customer acknowledges that the service is arranged on the basis of the information they provide and that fair cooperation is required throughout the booking, collection, transport, and delivery process. These terms are intended to be practical and legally sound, while remaining consistent with UK service standards.

If the customer requires a written variation, it must be agreed before the service begins. No oral statement, estimate, or informal discussion will override these terms unless confirmed in writing by an authorised representative. These terms form the entire agreement between the parties in relation to the service, except where any mandatory legal requirement applies. Using the service signifies acceptance of this contract and all duties and limitations described above.