These Terms and Conditions set out the basis on which Man And A Van Twickenham provides removal, transport, collection, delivery, and related van services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order.

In these terms, “we,” “us,” and “our” refer to the service provider operating under the Man And A Van Twickenham name, and “you” or “the customer” refers to the person or business requesting the service. These conditions apply to all standard bookings unless a separate written agreement states otherwise.

The purpose of this document is to make the service process clear and fair for both parties. It covers booking arrangements, payment expectations, cancellations, liability, waste handling obligations, and the law that applies if a dispute arises. Nothing in these terms is intended to exclude rights that cannot legally be excluded under UK law.

1. Booking Process

All bookings begin with a request for a quotation or a provisional reservation. We may ask for details such as the collection and delivery locations, access conditions, items to be moved, estimated volume, required vehicle size, number of staff, and preferred dates or times. Any quotation we provide is based on the information supplied at the time and may change if those details are inaccurate or incomplete.

A booking is only confirmed once we have accepted the job and, where required, received any deposit or advance payment. A confirmed booking may be made by phone, email, message, or other agreed communication method. It is the customer’s responsibility to check that the booking summary is correct, including the date, time window, service scope, and any special requirements.

If the nature of the job changes after confirmation, we may revise the quotation, adjust the crew size, alter the vehicle, or, in some cases, decline to proceed if the service can no longer be performed safely or lawfully. Examples include unexpected access restrictions, additional load volume, items that require specialist handling, or hazardous materials not disclosed in advance.

2. Customer Responsibilities

You must ensure that goods are ready for collection at the agreed time and that all items are securely packed unless we have agreed to provide packing support. Fragile items should be suitably protected. We are not responsible for damage caused by poor packing, unstable stacking, or items left loose inside boxes or bags.

You must also ensure that access is reasonably available at both collection and delivery points. This includes parking permission, lift access where relevant, accurate address information, and safe entry routes. Delays caused by poor access, incorrect information, or absence of a responsible person may lead to additional charges. If a property is subject to time restrictions or loading limitations, you should tell us in advance.

Where the service involves moving items on behalf of a business, the customer must confirm that the goods are owned by them or that they have permission from the owner to move them. By booking with Man And A Van Twickenham, you confirm that all items offered for transport are lawful to possess and move.

3. Payments and Charges

Our prices may be based on time, distance, vehicle size, labour, waiting time, access complexity, mileage, congestion, or a fixed service rate. Unless otherwise stated, quotations are estimates based on the information supplied and may be adjusted if the job takes longer or requires more resources than expected. Any extra work requested by you during the booking may result in additional charges.

Payment terms will be confirmed at the time of booking. We may request a deposit, advance payment, or full payment before unloading or at completion of the service. Unless we agree otherwise in writing, all invoices must be paid in full by the due date shown. Late payment may result in suspension of future services and recovery action for unpaid sums.

Accepted payment methods may include bank transfer, card payment, or cash, depending on the arrangement agreed in advance. If a payment is reversed, declined, or disputed without a valid reason, we may charge any reasonable fees that arise from the failed transaction. All prices are stated in pounds sterling unless specified otherwise and may be subject to VAT where applicable.

4. Cancellations, Amendments, and Delays

You may request to cancel or reschedule a booking, but notice must be given as early as possible. If you cancel after we have allocated time, staff, or a vehicle to the job, we may charge a cancellation fee to cover our losses. The fee may depend on how much notice was given and whether any non-refundable costs have already been incurred.

If you need to amend the booking, we will try to accommodate changes, but we cannot guarantee availability for revised dates or times. If the amendment materially changes the job, we may need to issue a new quotation. Where the customer is not ready at the agreed time and the delay is not caused by us, waiting charges may apply.

We will always aim to attend on time, but delays may occur due to traffic, weather, road closures, vehicle issues, or events outside our reasonable control. If we expect a significant delay, we will try to notify you as soon as reasonably possible. We are not liable for indirect loss caused by delay unless required by law.

5. Liability and Risk

Man And A Van Twickenham will exercise reasonable care and skill when providing the service. However, our liability is limited to losses that arise directly from our negligence or breach of these terms, and only to the extent permitted by law. We do not accept liability for losses that are not reasonably foreseeable, including loss of profit, business interruption, or consequential loss.

Risk in the goods generally passes to the customer once loading is complete, unless we have agreed in writing to store or hold items temporarily under our control. If we are handling the loading and unloading, we will take reasonable care, but we are not responsible for pre-existing defects, concealed weaknesses, or items that are already damaged, unstable, or improperly assembled.

Where damage or loss is alleged, you must notify us within a reasonable time and provide evidence, such as photographs, item descriptions, and any supporting documents. We may inspect the item, vehicle, packaging, or location before determining any claim. Failure to report an issue promptly may affect our ability to investigate and may limit any remedy.

6. Insurance and Claims

We maintain insurance appropriate to the nature of the services we provide, but insurance cover does not replace the customer’s duty to pack and declare items properly. Certain high-value, fragile, antique, or irreplaceable items may require prior written declaration and may be subject to separate conditions or exclusions. If you have unusually valuable goods, please ensure that this is disclosed before the booking is confirmed.

Any claim will be considered on its facts and in line with the relevant policy terms and legal principles. We may ask for proof of ownership, purchase value, repair estimates, or replacement quotations. Where a claim is accepted, our liability will not exceed the amount permitted by law and, where applicable, the amount covered by our insurance or the price paid for the specific service.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot lawfully be limited or excluded under UK law.

7. Waste Regulations and Prohibited Items

Where our service includes collection of unwanted items, rubbish removal, or disposal-related transport, you must ensure that the waste is correctly described and legally passable for carriage and disposal. We may refuse any material that is suspected to be hazardous, contaminated, illegal, or unsuitable for collection under applicable regulations.

You must not ask us to move, transport, or dispose of items that require specialist handling unless this has been agreed in advance. This includes, without limitation, asbestos, chemicals, pressurised containers, clinical waste, solvents, paint in large quantities, fuel, explosives, and other regulated substances. If such materials are discovered, we may stop the job and charge for time already spent.

The customer is responsible for ensuring compliance with all relevant waste legislation, including correct classification, lawful transfer, and proper presentation for collection. We may require confirmation that items are owned by the customer and are not subject to restrictions, recalls, or third-party claims. If waste transfer documentation is required, it may need to be completed before collection or disposal.

8. Service Standards, Subcontracting, and Safety

We aim to provide a professional and efficient man and a van service, but we may use subcontractors or replacement vehicles where necessary. Any subcontractor engaged by us must be appropriately instructed to perform the service to a reasonable standard. The use of subcontractors does not affect these terms unless a separate written agreement says otherwise.

For health and safety reasons, we may refuse to lift items that are too heavy, unsafe, unstable, or likely to cause injury or property damage. We may also refuse to enter a property or area if conditions are unsafe, including wet floors, poor lighting, unsafe stairs, structural concerns, or aggressive behaviour. Our staff’s decision on safety matters is final on the day.

You must ensure that pets, children, and bystanders are kept clear of the working area where reasonably possible. If the service requires disassembly, reconnection, or specialist installation, this must be agreed in advance. We do not guarantee that items can be dismantled, reassembled, or placed in exact positions unless that is specifically included in the booking.

9. Termination of Service

We may suspend or end the service immediately if you breach these terms, if the job becomes unsafe, if illegal items are presented, if payment is refused, or if the actual task differs materially from what was agreed. In such cases, we may charge for work already completed, waiting time, fuel, or reasonable costs incurred before termination.

If we terminate the service for reasons within our control, we will refund any unearned amount already paid for the portion of the service not provided, where appropriate and subject to any lawful deductions. If the service is interrupted by events outside our control, both parties will work together in good faith to find a practical solution, but neither party will be in breach solely because of that event.

10. Governing Law and Disputes

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or relating to the services, a quotation, a booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law requires otherwise.

Before starting formal proceedings, both parties should attempt to resolve any disagreement in a reasonable and constructive way. Where possible, we encourage the exchange of written details of the issue, supporting evidence, and a proposed resolution. This does not affect any statutory rights you may have as a consumer or business customer.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in force. The fact that we do not enforce a term on one occasion does not mean that we waive our right to enforce it later.

11. General Provisions

These Terms and Conditions, together with the confirmed quotation and any written amendments, form the entire agreement between the parties for the service described. Any variation must be agreed in writing by an authorised representative. You should keep a copy of the booking confirmation and these terms for your records.

We may update these terms from time to time to reflect changes in our operations or the law. The version that applies to your booking is the one in force at the time the booking was confirmed, unless a later version is expressly agreed. A clear and lawful service arrangement helps ensure that the man with a van in Twickenham service remains reliable, transparent, and fair.