Terms and Conditions for Man With Van Willesden

These Terms and Conditions set out the basis on which Man With Van Willesden provides removals, transport and related services to customers. By making a booking, you agree to be bound by these terms. They are designed to be fair, clear and practical, and to reflect standard UK service expectations. Please read them carefully before confirming any work. Throughout these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or person making the booking.

Our services may include loading, unloading, transportation, item placement, and other agreed moving support. Unless expressly agreed in writing, we do not provide storage, disposal, dismantling, assembly or specialist handling as standard. Any additional work must be agreed in advance and may be subject to extra charges. We reserve the right to decline any job that is unsafe, unlawful or outside the scope of our service.

These terms apply to domestic and commercial bookings, whether made by phone, email, online form or any other accepted method. The use of the service confirms acceptance of these terms, together with any written quotation, booking confirmation or amended instructions agreed before the service begins.

Booking process
Bookings are confirmed only when we have received sufficient details to assess the job and have accepted the request. A booking will usually require information such as the collection and delivery addresses, access conditions, item descriptions, preferred dates, time requirements and any special handling needs. You must provide accurate and complete information at the time of booking. If the details change, you must inform us as soon as possible.

All quotations are based on the information supplied by you and, where applicable, on an estimated assessment of the time, labour, vehicle size and mileage involved. If the actual job differs materially from the description provided, we may revise the price, amend the schedule or withdraw the service if continuation would be impractical or unsafe. A quotation is not a fixed offer unless stated as such in writing.

We may request a deposit or advance payment to secure a booking. The booking is not guaranteed until the required payment, if any, has been received and we have issued confirmation. It is your responsibility to check the booking details carefully, including date, time, addresses and service scope. Any errors should be reported promptly so they can be corrected before the service date.

Where access is restricted, such as limited parking, narrow stairways, long carry distances, lift restrictions or waiting times, you must notify us in advance. Additional charges may apply if the service takes longer due to access issues that were not disclosed beforehand. If we arrive and the agreed work cannot proceed because of incorrect information, absence of access, or lack of preparation, we may still charge for attendance, waiting time or a wasted journey.

Payments
Payment terms will be stated in your quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service on the same day. We accept payment by the methods notified at the time of booking. If an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may result in administration charges, recovery action or suspension of future services where legally permitted.

Any prices quoted are exclusive of extra services unless explicitly included. Extras may include additional labour, waiting time, congestion, parking charges, ferry fees, tolls, specialist equipment, packing materials or return journeys. If such costs are incurred during the job, you agree that they may be added to the final amount payable. We will normally discuss material changes where reasonably possible, but in urgent or on-site situations, you authorise us to incur reasonable necessary costs to complete the work.

If payment is made by bank transfer, cash, card or any other approved method, you must ensure funds clear in full. We do not accept deductions, set-off or withholding of payment unless required by law. Where a deposit has been paid and the service is cancelled in accordance with these terms, any refund will be processed in line with the cancellation rules below. Charges are inclusive of applicable UK taxes unless stated otherwise.

Cancellations and postponements
You may cancel or reschedule a booking by notifying us as early as possible. Cancellations received outside the notice period stated in your booking confirmation may attract a cancellation fee. Where no specific notice period is stated, the fee will be reasonable and proportionate to the loss suffered, including reserved time, administration and any unrecoverable costs.

If you cancel after we have already begun travelling to the job, arrived at the property, or started loading, we may charge for work undertaken, vehicle deployment and any other direct costs incurred. If you are not present at the agreed time and no suitable alternative arrangement has been agreed, the booking may be treated as cancelled by you and charged accordingly. We will always act reasonably and will not charge more than necessary to cover genuine losses.

We may postpone or cancel a booking if weather conditions, traffic disruption, vehicle failure, staff illness, safety concerns or other events beyond our control prevent us from carrying out the service on the planned date. In such cases, we will make reasonable efforts to rearrange the service. We are not liable for indirect losses caused by a necessary postponement or cancellation due to circumstances outside our control.

Customer obligations
You are responsible for ensuring that the items to be moved are ready for transport, suitably packed unless packing has been agreed as part of the service, and free from hidden hazards. You must tell us in advance about fragile, valuable, heavy, awkward, dangerous or prohibited items. We may refuse to move items that are unsafe, illegal or likely to cause damage to property, vehicles or persons.

Unless expressly agreed otherwise, you are responsible for disconnecting appliances, emptying furniture, defrosting fridges and freezers, and securing loose parts before the move. You must obtain any permissions required for access, parking, building entry or use of lifts. If third-party permissions are needed, it remains your responsibility to ensure they are in place before the agreed start time.

Liability and insurance
We will take reasonable care in handling your goods and carrying out the service. However, you acknowledge that moving items involves inherent risks, particularly where goods are old, poorly packed, unstable or already damaged. We are not responsible for pre-existing damage, normal wear and tear, or losses resulting from inadequate packing by you or from your failure to disclose relevant information.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. Subject to that, our liability for loss or damage is limited to the reasonable repair or replacement value of the affected item, or to the amount covered by any applicable insurance, whichever is lower, unless otherwise required by law.

We do not accept liability for indirect or consequential losses such as lost profits, missed deadlines, loss of business, emotional distress or inconvenience, except where such exclusion is not permitted by law. If you believe damage or loss has occurred, you must notify us promptly and provide reasonable evidence, including photographs and a description of the item. Claims raised long after the service may be difficult to assess and may not be accepted where delay has prejudiced investigation.

Waste regulations
Where waste removal, clearance or disposal is part of the agreed service, both parties must comply with relevant UK waste legislation and environmental rules. We will only transport and dispose of waste in accordance with the law, and we may ask you to identify the type and source of any waste before collection. You must not present hazardous, contaminated or illegally classified waste without prior agreement and disclosure.

We reserve the right to refuse any waste that is not accurately described, exceeds the agreed volume, contains prohibited materials or requires a specialist licence or disposal route. If waste is accepted, it must be handed over in a manner that allows lawful transport and disposal. You remain responsible for ensuring that any waste transfer information, where required, is true, complete and signed in accordance with applicable regulations.

Items that may require special handling include asbestos, chemicals, oils, paints, clinical waste, electrical items, batteries, pressurised containers, sharp objects and materials contaminated by pests or bodily fluids. Such items must not be included unless we have confirmed in advance that we can lawfully handle them. Any attempt to conceal prohibited waste may result in immediate termination of the service and additional charges for wasted attendance or disposal-related costs.

If we arrange disposal on your behalf, we may use licensed facilities, authorised carriers or subcontractors where permitted. Title to waste may pass at the point of collection if this is necessary to complete the service lawfully, but this does not transfer responsibility for the accuracy of your description of the waste. You confirm that you are entitled to request disposal and that the waste is not subject to any legal restriction preventing its removal.

Subcontracting and service discretion
We may use trusted subcontractors or additional personnel to complete all or part of the work, provided the service remains consistent with the booking details. We may also use our professional judgement on the day to determine the safest and most efficient way to complete the move. This may include splitting loads, adjusting the loading order or requesting alternative access where appropriate.

If unforeseen conditions make completion impractical, we may refuse to move certain items, pause the job or ask for revised instructions. Examples include unsafe parking, severe access problems, collapse risk, structural issues, unmanageable item weight or suspected prohibited contents. Our decision will be made in good faith with due regard to safety, legality and the protection of property.

Property and premises
You must ensure that you have the right to move items from the collection and delivery premises. We are not responsible for disputes between landlords, tenants, neighbours, building managers or third parties about ownership, access or permission. If the move cannot proceed because the person instructing us lacks authority, any wasted costs may be chargeable to you.

We will take reasonable care when working inside or around your property, but you should protect floors, walls, fixtures and fittings where necessary. Any vulnerable surfaces, narrow hallways, delicate decorations or low ceilings should be highlighted in advance. Where we identify a genuine risk of damage, we may request protective measures or decline to move certain items until conditions are improved.

Force majeure
We are not liable for delay or failure to perform our obligations where caused by events outside our reasonable control, including severe weather, road closures, accidents, fire, strikes, public emergencies, acts of government or other disruptive events. In such cases, performance will be suspended for the period of the disruption and we will seek a fair solution, such as rearrangement or partial completion, where practicable.

Data, complaints and general terms
Any personal information you provide will be used only for managing your booking, compliance, invoicing, and service administration, in line with applicable data protection law. We do not sell your details for unrelated marketing and only share information where necessary to provide the service, comply with law, or manage payments and claims.

If you have a complaint, you should raise it promptly so we can investigate while the details are fresh. You agree to cooperate reasonably with any request for information, photographs or documents relevant to the issue. If a dispute cannot be resolved informally, the matter may be dealt with under the procedure set out by law or through the courts as appropriate. Any delay in complaining may affect our ability to investigate and may limit the remedies available.

Governing law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force and effect. No waiver of any term shall be effective unless agreed in writing. By using the service, you acknowledge that you have read, understood and accepted these terms in full.