Terms and Conditions

Man and a Van Twickenham Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Twickenham provides removal and related services within the United Kingdom. By booking or using our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions. If you do not agree, you must not book or use our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given:

Customer means the person, firm or company that requests, books or pays for the services.

We, us, our means Man and a Van Twickenham.

Services means all removal, transportation, loading, unloading, packing, storage, or related services provided by us.

Vehicle means any van or vehicle used by us in the provision of the services.

Goods means the items and personal property which we are requested to move, transport, handle, pack, store or otherwise deal with in the course of providing the services.

2. Scope of Services

We provide man and van, removal, and transportation services for domestic and commercial customers. Our services may include collection, loading, transportation, unloading, and where agreed, packing or unpacking. The exact services to be provided will be set out in the booking confirmation or agreed in writing before the move date.

We operate mainly in Twickenham and surrounding areas, and can also carry out moves elsewhere in the UK by prior agreement. Availability and pricing may vary depending on distance, type of property, access, and nature of the goods.

3. Booking Process

3.1 Booking request

You may request a quotation or booking by phone, online form or other method we make available. To provide an accurate quotation, you must give full and accurate information, including collection and delivery addresses, access details, property type, approximate volume of goods, any special items, and preferred dates and times.

3.2 Quotations

All quotations are based on the information you provide and are subject to site conditions matching your description. Quotations may be given as an hourly rate, a fixed price, or a combination of both. Unless stated otherwise, quotations do not include parking charges, congestion or clean air zone charges, tolls, ferry charges, storage fees, packing materials, or disposal fees.

Quotations are valid for a limited time as specified when issued, after which they may be revised. A quotation does not constitute a confirmed booking.

3.3 Confirmation of booking

A booking is only confirmed when we have accepted your request and you have accepted our quotation, subject to any deposit requirements that we specify. We may issue a written confirmation setting out the agreed date, time window, service description, and charges. It is your responsibility to check all details and notify us promptly of any errors.

3.4 Changes to booking

If you wish to change the date, time, address, or scope of services, you must inform us as early as possible. Changes are subject to our availability and may result in revised charges. If we cannot accommodate a requested change, our standard cancellation terms may apply.

4. Customer Responsibilities

You agree to:

a. Provide accurate and complete information when requesting a quotation or making a booking.

b. Ensure that there is suitable access to the collection and delivery addresses for the vehicle and our staff, including adequate parking arrangements.

c. Arrange and pay for any parking permits, visitor permits or reservations required for our vehicle to park legally and safely.

d. Ensure that all goods are properly packed and prepared for transport, unless you have booked a packing service.

e. Be present, or ensure that an authorised representative is present, at collection and delivery to direct our staff and sign any required documents.

f. Securely remove and transport yourself any valuables, important documents, cash, jewellery or irreplaceable items, which we strongly advise are not included in the goods to be moved.

g. Ensure that any appliances are disconnected, defrosted, drained and prepared for moving, unless agreed otherwise.

h. Comply with all applicable laws and regulations in connection with the goods and the services.

5. Excluded Items

Unless expressly agreed in writing, we do not move, store or transport any of the following:

a. Hazardous, flammable, explosive or illegal items, including gas cylinders, fireworks, firearms, ammunition, chemicals or solvents.

b. Perishable or refrigerated goods, live plants or animals.

c. Waste, rubble, construction debris, or materials requiring a specific waste licence, except where we agree in advance in compliance with waste regulations.

d. Items that are excessively heavy or oversized for a normal man and van service, or which cannot be moved safely with reasonable equipment and manpower.

e. Items with a value exceeding any limits we specify for standard liability, unless we have agreed enhanced cover in writing.

We may refuse to move any item which in our reasonable opinion is unsafe, unlawful, inadequately packed, or beyond the scope of the agreed services.

6. Payments and Charges

6.1 Rates and pricing

Prices may be based on hourly rates, fixed quotes, or a combination of both. Minimum booking periods may apply. Time-based bookings are usually charged from the arrival time at the first address until completion of unloading at the final address, including any waiting time caused by access issues or delays outside our control.

6.2 Deposits

We may require a deposit to secure a booking. The deposit amount and due date will be stated when you book. Your booking is not guaranteed until the deposit is received. Deposits may be non-refundable or partly refundable depending on the cancellation terms set out in section 7.

6.3 Payment methods

We accept payment by methods which we specify at the time of booking, which may include card payment, bank transfer or other electronic methods. Cash payments may be accepted only by prior agreement. Any bank charges or transfer fees are your responsibility.

6.4 Payment timing

Unless otherwise agreed in writing, all charges are payable either in full in advance, or immediately upon completion of the services on the move day. For hourly bookings, the final amount is calculated at the end of the job, subject to any minimum charges. We reserve the right to withhold unloading or release of goods until payment has been received in full.

6.5 Additional charges

Additional charges may apply for:

a. Waiting time due to your delay in providing access, keys, or instructions.

b. Parking charges, fines, congestion or clean air zone charges incurred while providing the services.

c. Extra labour where additional staff are reasonably required due to access issues, heavy items or underestimation of volume.

d. Additional mileage or addresses not stated in the original booking.

e. Packing materials or packing time where not included in the original quotation.

7. Cancellations and Postponements

7.1 Customer cancellations

If you need to cancel or postpone your booking, you must notify us as soon as possible. The following charges may apply, based on the notice you provide before the scheduled start time:

a. More than 7 days notice: deposit may be refunded or transferred at our discretion, subject to reasonable administration costs.

b. Between 48 hours and 7 days notice: we may retain part or all of the deposit, or charge up to 50 percent of the quoted price.

c. Less than 48 hours notice or no notice: we may charge up to 100 percent of the quoted price or minimum booking charge.

Any specific cancellation terms notified at the time of booking will take precedence over this general policy.

7.2 Our cancellations

We will use reasonable efforts to honour all confirmed bookings. However, we may cancel or reschedule if:

a. You fail to pay any required deposit or advance payment on time.

b. Severe weather, accidents, illness, vehicle breakdown or other events beyond our reasonable control make it unsafe or impossible to proceed.

c. We reasonably believe that providing the services would be unlawful, unsafe, or materially different from what was quoted due to information you failed to disclose.

In such cases, we will aim to offer a new date or time where possible. Our liability for cancellation by us will be limited to refunding any advance payments you have made for services not provided.

8. Liability and Insurance

8.1 Our duty of care

We will exercise reasonable skill and care in handling, loading, transporting and unloading your goods. However, you acknowledge that a man and van service does not provide the same level of packing or protection as a specialist removals service unless specifically arranged.

8.2 Limitations of liability

Subject to applicable law, our liability for loss of or damage to goods, or for delay, shall be limited to a reasonable amount taking into account the value of the goods and the fees paid for the services. We shall not be liable for:

a. Loss or damage arising from your failure to pack goods adequately, or to protect fragile items.

b. Loss of or damage to any item not packed by us, unless caused by our gross negligence.

c. Loss or damage to money, jewellery, watches, precious stones, documents, data, or items of sentimental value.

d. Loss or damage caused by normal wear and tear, inherent defects, or pre-existing damage.

e. Loss or damage arising from weather conditions, road conditions, acts of third parties, or events beyond our reasonable control.

f. Indirect or consequential loss, such as loss of profit, income, business, or opportunity.

8.3 Customer insurance

We strongly recommend that you have appropriate insurance in place to cover your goods during removal and transit. It is your responsibility to check whether your existing home or business insurance provides such cover, or to arrange separate cover if required.

8.4 Vehicle and property damage

We will take reasonable care to avoid damage to your property. You must ensure that floors, walls, staircases and doorways are suitably protected if you are concerned about scuffs or marks. We shall not be liable for cosmetic damage to internal surfaces arising from the normal movement of furniture and goods, unless caused by our negligence.

If we damage a property or vehicle due to our negligence, you must notify us in writing as soon as reasonably practicable and in any event within a reasonable period after completion of the services, providing full details and evidence.

9. Claims and Complaints

If you believe that we have lost or damaged goods, or if you have any other complaint about our services, you must notify us as soon as possible, and in any event within a reasonable time after becoming aware of the issue. Your notice should include your name, the service date, the addresses involved, a description of the goods or issue, and supporting photographs where applicable.

We will investigate your complaint and may request further information or evidence. You agree to cooperate reasonably with our investigation. Where we accept liability, any compensation will be calculated in accordance with these Terms and Conditions and any applicable legal limits.

10. Waste and Environmental Regulations

10.1 Lawful waste handling

We will only transport waste materials where we are legally permitted to do so under UK waste regulations. We will not remove or dispose of hazardous waste, controlled waste, or any materials requiring specialised licences or facilities.

10.2 Customer responsibilities for waste

If you request the removal of items for disposal, you confirm that you have the right to dispose of those items and that they are not hazardous or prohibited. You are responsible for any fines or penalties arising from your failure to correctly identify the nature of the waste.

10.3 Recycling and disposal

Where we agree to remove unwanted items, we will aim where reasonably practicable to take them to appropriate recycling or disposal facilities. Additional charges may apply for disposal services, based on volume, weight, type of material and disposal fees.

11. Access, Parking and Delays

It is your responsibility to ensure safe and legal parking for our vehicle at both collection and delivery addresses. If suitable parking is not available, or if access is significantly more difficult than described, we may charge for additional time, labour or distance required.

We are not responsible for delays caused by traffic conditions, road closures, accidents, breakdowns, or any circumstances beyond our reasonable control. Time estimates for arrival or completion are given in good faith but are not guaranteed.

12. Health and Safety

Our staff will not be required to perform any task that in their reasonable opinion is unsafe or likely to cause injury or damage, such as lifting items beyond safe limits, working at unsafe heights, or moving items through spaces that are too small or hazardous.

You must ensure that the premises are safe and reasonably clear, and that children and pets are kept away from loading and unloading areas.

13. Data Protection and Privacy

We will collect and use your personal information to provide and manage the services, handle payments, communicate with you about your booking, and comply with legal obligations. We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary for providing the services, processing payments, or where required by law.

14. Variation

We may update or amend these Terms and Conditions from time to time. The version that applies to your booking will be the version in force on the date your booking is confirmed. Any changes to the specific terms of your booking will only be valid if agreed in writing.

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, 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 from or relating to these Terms and Conditions or the services provided.

16. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be removed or reduced 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 any written quotation or booking confirmation we issue, constitute the entire agreement between you and us relating to the services. You acknowledge that you have not relied on any statement, promise, representation or assurance that is not expressly set out in these documents.