Man with Van Lee Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Lee provides removal and related services. By booking or using our services you agree to be bound by these Terms and Conditions, which are intended to be fair and transparent for both parties. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings shown below:
Customer means the person, firm or organisation requesting or paying for the services.
We, us, our means Man with Van Lee, the provider of removal and transport services.
Services means any removal, transport, loading, unloading, packing, unpacking, storage assistance or related services we agree to provide.
Goods means any items, belongings, furniture, equipment or materials that we are asked to move or handle.
Booking means a confirmed request for services on a specific date and time, whether made by telephone, online form or in writing.
2. Scope of Services
We provide man and van removal services primarily for domestic and light commercial customers, including local moves, small office relocations, collection and delivery of single items, and transport of goods within our usual operating area and surrounding regions.
The exact scope of services for each job, including vehicle size, number of workers, expected duration, and any additional services such as packing or furniture disassembly, will be agreed at the time of booking and set out in our confirmation.
We reserve the right to refuse to move any goods that are unsafe, illegal, excessively heavy, improperly packed, or which in our reasonable opinion may cause damage to our vehicle, equipment, personnel, other customers goods or property.
3. Booking Process
3.1 Booking request
You may request a booking by contacting us and providing full and accurate information about the move, including collection and delivery addresses, access conditions, type and quantity of goods, preferred dates and times, and any special requirements. Providing incomplete or inaccurate information may lead to additional charges or our inability to complete the job as quoted.
3.2 Quotations
We may provide a quotation based on the information supplied. Unless otherwise stated, quotations are estimates and not fixed prices, and may change if the job details differ from those described at the time of quotation, or if unforeseen circumstances arise on the day of the move, such as restricted access, additional items, or delays outside our control.
3.3 Confirmation
A booking is only confirmed when we have accepted your request, agreed a date and time, and you have accepted the quoted rate or hourly charge. We may require a booking deposit, which will be outlined at the time of confirmation. By confirming the booking you acknowledge that you have read and agreed to these Terms and Conditions.
3.4 Changes to bookings
If you need to change the date, time, addresses, or scope of work, you must notify us as soon as possible. We will endeavour to accommodate changes but cannot guarantee availability. Changes may result in revised charges, which will be communicated before the work proceeds.
4. Access and Preparation
It is your responsibility to ensure suitable access for our vehicle and staff at both collection and delivery addresses, including access to parking, lifts, stairways, and entry points.
You must arrange any necessary parking permissions, permits or suspensions in advance. Parking fines or penalty charges arising from inadequate permissions or restrictions may be charged to you.
Goods should be appropriately packed and ready for loading unless we have agreed to provide packing services. Fragile items should be clearly labelled, and any special handling instructions must be communicated before loading begins.
5. Customer Responsibilities
You are responsible for:
Ensuring that all goods to be moved are properly packed, secured, and ready for transport, except where we have agreed to pack.
Separating and clearly identifying any items not to be moved.
Obtaining all necessary permissions, consents, or permits required for entry to premises and for parking.
Being present or ensuring an authorised representative is present at collection and delivery addresses to direct our staff and to sign any job sheets or documentation.
Ensuring that nothing is left behind at collection premises and that the correct items are taken at delivery. We do not accept responsibility for items taken in error, left behind, or delivered to the wrong location if we have followed your instructions or those of your representative.
6. Payments and Charges
6.1 Rates
Our charges may be based on an hourly rate, a fixed price, or a combination, as agreed at the time of booking. Minimum hire periods may apply. Any additional time beyond the agreed duration is typically charged at our standard hourly rate, rounded up to the nearest half hour or full hour, as advised.
6.2 Deposits
We may require a deposit to secure your booking. Deposits are usually non-refundable if you cancel at short notice, as set out in the cancellations section. The deposit amount will be communicated at the time of booking.
6.3 Payment terms
Unless otherwise agreed in writing, payment is due on completion of the job, prior to unloading at the final destination. We accept common payment methods as advised at the time of booking. We may refuse to unload goods until full payment has been received.
6.4 Additional charges
Additional charges may apply for:
Extra time beyond the original estimate.
Additional goods not originally declared.
Delays caused by factors outside our control, such as waiting time for keys or access.
Long carries where the vehicle cannot be parked within a reasonable distance of the property.
Special handling of particularly heavy, bulky or awkward items.
Parking fees, congestion charges, tolls or fines incurred in the course of carrying out your instructions.
7. Cancellations and Postponements
7.1 Customer cancellations
If you need to cancel your booking, you must inform us as soon as possible.
If you cancel more than a specified number of working days before the scheduled date, you may only forfeit your deposit, if any. If you cancel with short notice, we reserve the right to charge a cancellation fee. Details of our current cancellation timeframes and charges will be explained at the time of booking.
7.2 Postponements
If you wish to postpone your booking, we will make reasonable efforts to reschedule, subject to availability. Depending on notice given, postponements may be treated similarly to cancellations, and a fee may apply where we have reserved time and resources for your job.
7.3 Our right to cancel
We may cancel or suspend a booking in the following circumstances:
Where you have not paid a required deposit or cannot meet our payment terms.
Where access or conditions at the property are unsafe for our staff or vehicle.
Where moving the goods would breach laws, regulations or our insurance conditions.
Where circumstances beyond our reasonable control, such as severe weather, major traffic disruption or vehicle breakdown, prevent us from safely fulfilling the booking.
In such cases, we will refund any deposit for services not provided, but shall not be liable for any consequential loss.
8. Liability and Insurance
8.1 Standard liability
We will take reasonable care in handling and transporting your goods. Our liability for loss of or damage to goods arising from our negligence, breach of contract or other cause is limited to a reasonable amount per job, unless a higher value has been declared and agreed in writing with any additional charges that may apply.
8.2 Exclusions
We are not liable for:
Loss or damage arising from your failure to properly pack goods, unless we have packed them.
Fragile items, including but not limited to glass, mirrors, artwork, ceramics and electronics, unless we have specifically packed and protected them.
Damage to furniture or goods that were already defective, weak or in poor condition.
Minor cosmetic damage such as scratches or scuffs that may occur despite reasonable care, particularly when moving large items through tight spaces.
Loss or damage where we have followed your instructions against our advice.
Loss of data or records on computers, devices or digital media.
Cash, jewellery, watches, precious metals, important documents, or other high value items unless specifically agreed and declared in advance.
Indirect or consequential loss, including loss of profits, income, or opportunity.
8.3 Property damage
We will take reasonable care to avoid damage to property, including floors, walls, doors and fixtures. If damage occurs due to our negligence, our liability is limited to the reasonable cost of repair or, at our discretion, a contribution towards repair, taking into account fair wear and tear and the age and condition of the property.
8.4 Reporting loss or damage
You or your representative must inspect goods and property as soon as reasonably practicable. Any loss or damage that you believe is our responsibility should be reported to us in writing as soon as possible, with sufficient detail for us to investigate. Failure to report issues within a reasonable time may affect our ability to handle your claim.
9. Items We Do Not Move
We do not knowingly move or handle:
Illegal goods or substances.
Explosives, firearms, weapons or ammunition.
Hazardous, toxic, flammable or corrosive materials.
Perishable goods requiring refrigeration.
Animals or living plants, unless specifically agreed.
If any such items are included without our knowledge, we accept no liability for loss, damage, or consequences arising, and you will be responsible for any costs, fines or claims incurred as a result.
10. Waste Regulations and Disposal
10.1 Legal compliance
We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company, and we only remove items as part of a booked removal or clearance service that we have agreed in advance.
10.2 Prohibited waste
We do not remove household rubbish, builders waste, hazardous waste, or any materials classified as controlled waste unless explicitly agreed as part of a licensed and compliant service. It is your responsibility to dispose of these through appropriate channels.
10.3 Responsibility for waste
Where we agree to take away unwanted items or furniture for disposal or recycling, we will do so in accordance with relevant regulations. You confirm that you are the owner of such items or have authority to dispose of them. Any fees for disposal or recycling will be clearly set out in our charges.
11. Delays and Events Beyond Our Control
We will use reasonable efforts to arrive and complete the work within agreed timeframes, but all arrival and completion times are estimates. We are not liable for delays caused by events beyond our reasonable control, including but not limited to traffic incidents, road closures, extreme weather, mechanical breakdowns, industrial action, or delays caused by third parties such as building management or previous occupants.
If a delay significantly affects the service, we will discuss options with you, which may include rescheduling or adjusting the scope of work. Additional charges may apply where delays result in extended hire time.
12. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our service, you should raise the issue with the team on site where possible so that we can attempt to resolve it immediately. If the issue cannot be resolved on the day, you should submit a detailed description of your complaint to us as soon as possible.
We will investigate complaints fairly and aim to respond within a reasonable timeframe. Where appropriate, we may offer a remedy such as a partial refund or contribution towards repair, always subject to the limitations of liability set out in these Terms and Conditions.
13. Data Protection and Privacy
We will collect and use your personal information only for the purpose of providing our services, managing bookings, taking payment, and communicating with you about your move. We will keep your information secure and will not sell your details to third parties. We may share essential information with our insurers, subcontractors or regulatory authorities where required by law or necessary to perform the contract.
14. Variations to Terms
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. Any changes will normally be published on our website or communicated when you make a new booking.
15. Governing Law and Jurisdiction
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.
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. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
17. Entire Agreement
These Terms and Conditions, together with the details of your booking and any written variations agreed between us, constitute the entire agreement between you and Man with Van Lee in relation to the services we provide. No verbal statements or representations shall have contractual effect unless confirmed in writing.
