Terms and Conditions
Man with Van New Cross Terms and Conditions
These Terms and Conditions govern all quotations, bookings, and services provided by Man with Van New Cross. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 We, us, our refer to Man with Van New Cross as the provider of removal and man and van services.
1.2 You, your refer to the customer, being the individual, company, or organisation booking or using our services.
1.3 Services means any removal, transport, or related services that we agree to provide to you, including loading, unloading, packing assistance when agreed, and transportation of goods.
1.4 Goods means the items, belongings, furniture, equipment, or materials that you ask us to move, handle, or transport.
1.5 Booking means a confirmed request for our services, whether made online, in writing, or verbally and subsequently accepted by us.
1.6 Service area refers to the locations in which we operate and to or from which we may agree to provide removal and transport services, typically covering New Cross and surrounding areas, as well as local and regional destinations.
2. Scope of Services
2.1 We provide man and van and removal services for residential and commercial customers, including local moves, small office moves, student moves, and item collections and deliveries, subject to availability and vehicle capacity.
2.2 We will carry out the services with reasonable care and skill, using appropriately maintained vehicles and equipment suitable for the agreed task.
2.3 Unless otherwise agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, packing or unpacking of goods, or any services requiring specialist skills or tools.
2.4 Any additional services requested on the day of the move or beyond the original specification are subject to our agreement and may incur extra charges.
3. Booking Process
3.1 You may request a quotation by providing details of your move, including addresses, access details, property size, approximate volume or list of items, dates, and any special requirements.
3.2 Quotations are based on the information you provide. It is your responsibility to ensure that all information is accurate and complete. We may revise or withdraw our quotation if the information later proves to be incomplete or inaccurate.
3.3 A booking is only confirmed when we have accepted your request for services, agreed a date and time, and you have accepted our quotation and any applicable terms relating to payment or deposit.
3.4 We reserve the right to refuse or cancel any booking where we reasonably believe that:
(a) The work cannot be carried out safely or lawfully.
(b) The goods include prohibited, hazardous, or illegal items.
(c) Access is insufficient for safe and reasonable removal operations.
3.5 Any time or arrival window given for the start of the service is an estimate only. While we make reasonable efforts to arrive on time, we are not liable for delays caused by traffic, road conditions, weather, or other circumstances beyond our control.
4. Pricing and Quotations
4.1 Prices may be based on hourly rates, fixed fees, or a combination of both, as specified in your quotation.
4.2 Unless stated otherwise, quotations are exclusive of parking charges, congestion or clean air zone charges, tolls, ferry costs, and any other third-party charges incurred in the course of providing the services. These will be added to the final invoice where applicable.
4.3 Quotations are normally valid for a limited period from the date of issue. We reserve the right to review and adjust quotations before acceptance where there are material changes in costs or circumstances.
4.4 If the duration of the service exceeds that originally estimated due to reasons beyond our control, including but not limited to poor access, additional items, waiting time, or delays caused by you or third parties, additional charges will apply at our standard rates.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the service on the day of the move.
5.2 We may require a deposit to secure your booking. Any deposit amount, and the time by which it must be paid, will be communicated at the time of booking.
5.3 Where a deposit is required, your booking will not be fully confirmed until the deposit has been received. If the deposit is not paid within the specified timeframe, we may release the booking slot.
5.4 We accept payment by methods notified to you at the time of booking or before the service date. We reserve the right to refuse certain payment methods for operational or security reasons.
5.5 If payment is not made when due, we may:
(a) Suspend or refuse to provide further services until full payment is received.
(b) Charge reasonable interest and administration costs on overdue amounts.
5.6 You are responsible for any charges incurred due to returned or failed payments.
6. Cancellations and Amendments
6.1 If you wish to cancel or amend your booking, you must notify us as soon as possible.
6.2 For cancellations made more than 48 hours before the scheduled start time, any deposit paid may be refundable or transferable at our discretion.
6.3 For cancellations made within 48 hours of the scheduled start time, we reserve the right to retain all or part of any deposit paid and, where no deposit was taken, to charge a cancellation fee reflecting our reasonable losses.
6.4 For cancellations made on the day of the move or after our team has been dispatched, we may charge up to the full quoted amount, including any waiting time or travel costs incurred.
6.5 If you wish to change the date, time, or scope of the services, we will attempt to accommodate your request but cannot guarantee availability. Changes may result in a revised quotation or additional charges.
6.6 We may cancel or postpone the services where:
(a) You fail to provide accurate information or adequate instructions.
(b) Conditions at the collection or delivery address make it unsafe or impractical to carry out the work.
(c) Events beyond our control, including severe weather, vehicle breakdown, or illness, prevent us from performing the services. In such cases, our liability will be limited to rescheduling the service or refunding any deposit paid, where appropriate.
7. Your Responsibilities
7.1 You must ensure that:
(a) All goods are properly packed, protected, and ready for transport, unless we have agreed to provide packing services.
(b) Fragile and delicate items are clearly identified and suitably protected.
(c) All boxes and containers used are of adequate strength and properly closed.
7.2 You must ensure that there is adequate and safe access to the property or premises at both collection and delivery locations, including suitable parking and clear pathways.
7.3 You are responsible for securing any required parking permissions or permits. Any fines or penalties arising from insufficient permissions or instructions may be added to your invoice.
7.4 You must be present, or ensure that a responsible person is present, at both collection and delivery addresses to provide access, directions, and confirmation of completion.
7.5 You must not include in the goods any items that are hazardous, illegal, perishable, explosive, corrosive, flammable, or otherwise unsafe for transport. This includes, but is not limited to, gas cylinders, fuels, chemicals, paints, and certain batteries.
8. Excluded and Restricted Items
8.1 Unless expressly agreed in writing, we do not accept liability for the transport of:
(a) Jewellery, watches, precious metals, or stones.
(b) Cash, credit or debit cards, or financial documents.
(c) Important documents, passports, or certificates.
(d) Antiques, fine art, or items of exceptional value.
8.2 If you ask us to transport such items without prior written agreement, you do so at your own risk and we accept no liability for loss or damage to them.
9. Liability and Limitations
9.1 We will exercise reasonable care and skill in handling and transporting your goods. However, our liability for loss of or damage to goods is subject to the limitations set out in this section.
9.2 We are not liable for:
(a) Normal wear and tear, or minor marks or scratches, that may occur during handling and transit.
(b) Damage caused by defective or inadequate packing or protection that was carried out by you or a third party.
(c) Loss or damage arising from inherent defects, weaknesses, or pre-existing conditions in the goods.
(d) Damage to dismantled or self-assembled furniture that is not designed to be moved in its assembled state, unless we have agreed to dismantle and reassemble it.
9.3 Our liability for any single claim or series of claims arising from one event shall not exceed a reasonable replacement value for the damaged or lost item, and in any event will be subject to an overall cap that is proportionate to the value of the service provided. Details of any specific caps or cover levels, where applicable, may be provided to you upon request.
9.4 We are not liable for any indirect or consequential losses, including loss of profit, loss of opportunity, emotional distress, or inconvenience.
9.5 If you believe that any item has been lost or damaged, you must notify us in writing as soon as reasonably practicable and in any event within 7 days of completion of the service. Failure to do so may affect our ability to investigate and may limit or extinguish any potential liability.
10. Delays and Missed Delivery
10.1 While we aim to complete your move within the agreed or estimated time, we are not liable for delays caused by circumstances beyond our reasonable control, including but not limited to traffic, accidents, road closures, severe weather, breakdowns, or delays caused by third parties.
10.2 If we are delayed in arriving at the collection or delivery address, we will take reasonable steps to inform you. Such delays do not entitle you to cancel the service without charge once we are en route or on site, unless otherwise required by law.
10.3 If we are unable to complete delivery because no one is present to accept the goods, or access is not available, we may charge for waiting time, redelivery, or storage as reasonably required.
11. Waste Regulations and Disposal
11.1 We operate in accordance with applicable waste and environmental regulations in relation to the transport and disposal of items that are regarded as waste.
11.2 We are not a general rubbish clearance or waste disposal company, but may, at our discretion, agree to remove certain unwanted items as part of a move, provided they are lawful and safe to transport.
11.3 Any items that you ask us to dispose of must be clearly identified. Additional charges may apply for disposal, recycling, or transfer to authorised facilities.
11.4 We will not remove or transport controlled, hazardous, or prohibited waste, including but not limited to asbestos, clinical waste, chemicals, oils, gas bottles, or any items requiring specialist handling or licensing.
11.5 You remain responsible for ensuring that any waste items we transport on your behalf are lawful to dispose of and that you have the right to dispose of them. We reserve the right to refuse any items that, in our opinion, may contravene waste regulations or pose a risk to health, safety, or the environment.
12. Insurance
12.1 We maintain appropriate insurance cover for our vehicles and our operations as required by law.
12.2 Our insurance cover is subject to the terms, conditions, and exclusions of the relevant policy or policies. You may request general information on the nature of our cover, but detailed policy terms are not incorporated into these Terms and Conditions.
12.3 You are encouraged to arrange your own additional insurance cover if the value of your goods exceeds any applicable liability limits, or if you require protection beyond that which we are able to offer.
13. Complaints
13.1 If you are dissatisfied with any aspect of our service, you should raise the issue as soon as possible with a member of our team so that we can attempt to resolve it promptly.
13.2 If the matter is not resolved, you may submit a formal complaint in writing, providing full details of the booking, the issues encountered, and any loss or damage claimed.
13.3 We will review your complaint and respond within a reasonable timeframe, requesting any further information we may need to investigate.
14. Privacy and Data
14.1 We collect and use your personal information only as necessary to provide our services, manage bookings, process payments, and communicate with you.
14.2 We will not sell your personal data to third parties. We may share it only where necessary for the performance of the contract, for legal or regulatory reasons, or with service providers who support our operations.
14.3 By using our services, you consent to the collection and use of your information in accordance with applicable data protection laws.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services we provide, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we agree that 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.
16.2 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, and any waiver must be in writing.
16.3 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 contract with us.
16.4 These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any prior understandings, representations, or agreements, whether written or oral, relating to their subject matter.
