Terms and Conditions

Man with Van Sanderstead Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Sanderstead provides removal and related services within the United Kingdom. By making a 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 "Company" means Man with Van Sanderstead providing removal and associated services.

1.2 "Customer" means the person or organisation booking or receiving the services from the Company.

1.3 "Services" means any removal, collection, delivery, loading, unloading, packing, unpacking, or related services provided by the Company.

1.4 "Goods" means all items, belongings, furniture, personal effects, equipment or materials which are the subject of the Services.

1.5 "Service Area" means the geographical areas within which the Company provides services, including Sanderstead and surrounding regions, and other locations within the United Kingdom as agreed at the time of booking.

1.6 "Contract" means the agreement between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van removal services, including local moves, collections, deliveries and related transport within its Service Area and throughout the UK as agreed.

2.2 The specific details of the Services, including the collection and delivery addresses, dates, times, and any special requirements, will be agreed at the time of booking and confirmed by the Company.

2.3 The Company reserves the right to refuse to carry any Goods that in its reasonable opinion are dangerous, illegal, hazardous, unsafe to transport, or otherwise unsuitable.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted booking channels. The Customer must provide accurate and complete information, including but not limited to:

(a) Full collection and delivery addresses;

(b) Contact name and details for access at each address;

(d) Details of access conditions, such as stairs, lifts, restricted parking, road access limitations, or distance from vehicle to property.

3.2 Any quote provided by the Company is based on the information supplied by the Customer. If that information is incomplete, inaccurate or changes, the Company reserves the right to adjust the price or, if necessary, refuse or amend the Services.

3.3 A booking is only confirmed when the Company has accepted the Customer’s request for Services and, where required, received any applicable deposit or prepayment.

3.4 The Customer is responsible for ensuring that all information provided is correct and must inform the Company promptly of any changes to dates, times, addresses, or Service requirements.

4. Quotations and Pricing

4.1 Quotations are provided based on the details given by the Customer and may be calculated on an hourly rate, a fixed price, or a combination of both, as advised by the Company.

4.2 Unless otherwise stated, quotations do not include:

(a) Parking charges, tolls, congestion charges or similar fees;

(b) Storage costs;

(d) Disassembly or reassembly of furniture or equipment;

(e) Any services beyond standard loading, transport and unloading.

4.3 Additional charges may apply where:

(a) There are delays outside the Company’s control;

(b) The work involves additional floors, longer carrying distances, or difficult access not disclosed at booking;

(d) The Customer requests extra services on the day.

4.4 All prices are given in pounds sterling and are subject to any applicable taxes as required by law.

5. Payments and Deposits

5.1 The Customer must pay for the Services in accordance with the payment terms agreed at the time of booking.

5.2 The Company may require a deposit or full prepayment to secure the booking. The Customer will be informed of any such requirement in advance.

5.3 Unless otherwise agreed, any balance due is payable immediately upon completion of the Services, or on the date specified in the Company’s invoice.

5.4 Payment methods accepted are those specified by the Company at the time of booking. The Company reserves the right to refuse cheques or certain methods of payment at its discretion.

5.5 If the Customer fails to make payment when due, the Company reserves the right to:

(a) Charge interest on the overdue amount at the statutory rate permitted under UK law;

(b) Withhold or delay the release or delivery of Goods until full payment has been received;

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by notifying the Company through its accepted communication channels.

6.2 Where the Customer cancels the Services, the following cancellation charges may apply, unless otherwise agreed in writing:

(a) More than 7 days before the agreed service date: no cancellation fee, and any deposit may be refunded at the Company’s discretion;

(b) Between 7 days and 48 hours before the agreed service date: a reasonable cancellation fee may be charged, which may include retention of part or all of any deposit;

(c) Less than 48 hours before the agreed service date or on the day of service: the Company may charge up to 100 percent of the quoted price.

6.3 If the Customer wishes to change the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate such changes, subject to availability and possible price adjustment.

6.4 The Company reserves the right to cancel or postpone the Services in the event of circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, mechanical breakdowns, staff illness, or safety concerns. In such cases, the Company will seek to reschedule the Services or refund any amounts paid for Services not provided, but will not be liable for any consequential loss.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Ensuring that the Goods are ready for collection at the agreed time and properly packed where the Company is not providing packing services;

(b) Ensuring that all Goods to be moved are correctly and clearly identified;

(c) Arranging suitable parking and any necessary permits or authorisations for the Company’s vehicle at both collection and delivery locations;

(d) Ensuring that access to the property is safe, clear and suitable for moving Goods;

(e) Being present, or providing an authorised representative, at both collection and delivery addresses to supervise the move and confirm that the Services have been completed.

7.2 The Customer must not ask the Company’s staff to carry out any work that is unsafe, illegal, or not covered by the agreed Services.

7.3 The Customer is responsible for protecting floors, walls and fixtures where necessary if they have particular concerns, and for notifying the Company in advance of any fragile or delicate items or surfaces.

8. Excluded and Prohibited Items

8.1 Unless expressly agreed in writing, the Company will not transport:

(a) Illegal goods or substances;

(b) Cash, jewellery, precious metals, valuable documents, or items of exceptional value;

(d) Dangerous, hazardous or toxic materials, including gas cylinders, fuels, chemicals or paint;

(e) Perishable or refrigerated items;

(f) Live animals or plants requiring special transport conditions.

8.2 If such items are presented without the Company’s knowledge, the Company may remove, refuse to transport, or dispose of them, and the Customer will be responsible for any related costs or liabilities.

9. Liability and Limitations

9.1 The Company will take reasonable care in handling, loading, transporting and unloading the Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this section.

9.2 The Company will not be liable for:

(a) Loss or damage arising from the Customer’s failure to properly pack or protect Goods where packing is not carried out by the Company;

(b) Loss or damage to Goods of a fragile nature, including glass, mirrors, artwork, or items with inherent defects, unless caused by the Company’s negligence;

(c) Normal wear and tear, scuffs, or minor scratches that may reasonably occur during moving, particularly on large or heavy items;

(d) Loss or damage arising from faulty or defective Goods;

(e) Any indirect, consequential or economic loss, including loss of profits, revenue, or anticipated savings.

9.3 The Company’s total liability for loss of or damage to Goods, whether arising from breach of contract, negligence or otherwise, shall not exceed a reasonable limit per individual item or per consignment, as determined by the Company’s standard terms or any specific agreement with the Customer.

9.4 The Customer is encouraged to arrange appropriate insurance cover for Goods of high value or where greater protection is required.

9.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded under UK law.

10. Claims and Complaints

10.1 Any visible loss of or damage to Goods should be reported to the Company’s staff as soon as reasonably possible, and in any event no later than 24 hours after completion of the Services.

10.2 Any formal claim or complaint must be submitted to the Company in writing within 7 days of the date on which the Services were provided. The Customer should provide full details of the loss or damage, supporting evidence where available, and proof of value for any claim.

10.3 Failure to notify the Company of any claim within the time limits specified may affect the Company’s ability to properly investigate and resolve the matter and may result in the claim being rejected.

11. Waste and Disposal Regulations

11.1 The Company operates in compliance with applicable UK waste and environmental regulations. The Customer must not present items for removal that constitute controlled or hazardous waste without prior agreement.

11.2 Where the Services include the removal and disposal of unwanted items, the Company will use authorised disposal routes, recycling facilities or waste transfer stations as appropriate.

11.3 The Customer is responsible for accurately identifying any items that require special disposal handling, such as electrical equipment, appliances, or materials subject to specific waste regulations.

11.4 The Company reserves the right to refuse to remove or dispose of any items that are not lawful to handle or which are unsafe, contaminated, or otherwise unsuitable for standard removal and disposal.

11.5 Any additional costs, penalties or charges arising from the Customer’s failure to correctly identify or declare waste items may be charged to the Customer.

12. Delays and Access Issues

12.1 The Company will use reasonable efforts to adhere to agreed collection and delivery times, but such times are estimates and not guaranteed.

12.2 The Company will not be liable for delays caused by traffic, weather, roadworks, accidents, vehicle breakdowns, access problems, or other circumstances beyond its reasonable control.

12.3 Where delays occur due to the Customer’s actions or omissions, including lack of access, incomplete packing, or waiting for keys, the Company may charge for waiting time at its standard hourly rate.

13. Insurance

13.1 The Company maintains appropriate insurance cover as required by UK law for the operation of its vehicles and business activities.

13.2 The Customer acknowledges that the Company’s insurance may not cover all types or values of Goods, and that it is the Customer’s responsibility to obtain any additional insurance required to fully protect their property.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data only as necessary to manage bookings, provide Services, handle payments, and meet legal or regulatory obligations.

14.2 The Company will take reasonable steps to keep Customer information secure and will not sell or share personal data with third parties other than as required to deliver the Services or comply with legal obligations.

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 shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The parties 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 the Services provided by the Company.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

16.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

16.4 The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract.

By proceeding with a booking or using the Services of Man with Van Sanderstead, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.

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