Terms and Conditions
Man with Van Downham Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Downham provides removal, transport and related services to domestic and commercial customers. By placing a booking, using our services, or allowing our personnel to handle your goods, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with your booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van Downham, the provider of removal, transport and related services.
1.2 "Customer" means the person, firm or organisation requesting or using the services of the Company.
1.3 "Services" means any removal, transport, delivery, loading, unloading, packing, unpacking, storage assistance, or related work carried out by the Company.
1.4 "Goods" means all items of property handled, transported or otherwise dealt with by the Company on behalf of the Customer.
1.5 "Service Area" means the areas in and around Downham and surrounding districts in which the Company normally operates and offers its removal and man and van services.
1.6 "Booking" means an agreed request for Services made by the Customer and accepted by the Company, including any agreed date, time, locations, scope of work and price or rate.
2. Scope of Services
2.1 The Company provides a man and van style removal and transport service within its Service Area and to destinations throughout the United Kingdom, subject to availability and agreement.
2.2 Services typically include loading, transport and unloading of furniture, personal belongings, household items, office equipment and similar goods, together with reasonable protection and securing of items during transit.
2.3 The Company does not provide specialist removal services for high-value items, hazardous goods, perishable goods or items requiring dedicated climate-controlled or regulated conditions, unless expressly agreed in writing in advance.
2.4 The Company reserves the right to refuse to carry any goods which, in its reasonable opinion, are unsafe, illegal, inadequately packed, excessively fragile, or otherwise unsuitable for transport within a standard man and van removal service.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Company’s accepted communication methods. A booking is not confirmed until the Company has provided explicit confirmation and, where required, the Customer has paid any applicable deposit.
3.2 The Customer must provide accurate information at the time of booking, including collection and delivery addresses, property access details, parking arrangements, number of floors, presence of lifts, approximate volume or item list, and any items that may require special handling.
3.3 Quotations are based on the information supplied by the Customer. If this information is incomplete or inaccurate, the Company may adjust the price, change the service, or refuse to carry out part or all of the work.
3.4 Quotations are valid for a limited period as stated by the Company. If no period is stated, quotations are valid for 30 days from the date issued, subject to availability of resources and vehicles.
3.5 The Company may require a minimum booking duration. Any stated arrival windows are estimates only. While the Company will use reasonable efforts to meet agreed times, they are not guaranteed and may be affected by traffic, weather and other factors beyond the Company’s control.
4. Access, Parking and Customer Responsibilities
4.1 The Customer is responsible for ensuring suitable access at both collection and delivery addresses. This includes arranging any necessary parking permissions, permits or loading bay access and informing the Company of any restrictions, such as narrow roads, height limits, or timed access.
4.2 Any parking charges, fines or penalties incurred as a direct result of insufficient parking arrangements or information provided by the Customer may be chargeable to the Customer.
4.3 The Customer must ensure that Goods are safely packed and ready for loading at the agreed start time, unless packing services have been expressly included in the booking.
4.4 The Customer must not ask the Company’s staff to undertake any task which is unsafe, illegal, or outside the agreed scope of Services. The Company’s staff may decline to carry items via dangerous routes, such as unsecured ladders, unstable stairs or through windows, and may refuse to handle items that pose a risk of injury or damage.
5. Payments and Charges
5.1 The price for the Services may be based on a fixed quote, an hourly rate, or a combination of both, as agreed at the time of booking.
5.2 The Company may require a deposit to secure the booking. Where a deposit is required, the booking will not be confirmed until the deposit has been received and cleared.
5.3 Unless otherwise agreed, any remaining balance is payable immediately upon completion of the Services. The Company reserves the right to request full or partial payment before the vehicle is unloaded.
5.4 The Company accepts payment methods as stated at the time of booking. The Customer is responsible for ensuring that funds are available and that any payment method is valid.
5.5 If payment is not received when due, the Company may charge interest on the overdue amount at the statutory rate and may withhold delivery of Goods or suspend further services until payment has been made in full.
5.6 Additional charges may apply in the following circumstances:
a) Delays caused by the Customer, including waiting time beyond any agreed free period.
b) Additional items or work not included in the original quotation.
d) Parking charges, tolls and congestion charges incurred in providing the Services.
6. Cancellations, Rescheduling and No-Show
6.1 The Customer may cancel or reschedule a booking by giving notice to the Company.
6.2 If the Customer cancels more than 7 days before the agreed date, any deposit paid may be refundable at the Company’s discretion, after deduction of reasonable administrative costs.
6.3 If the Customer cancels within 7 days but more than 48 hours before the agreed start time, the Company may retain part or all of the deposit to cover lost working time and costs.
6.4 If the Customer cancels within 48 hours of the agreed start time, or fails to be present or contactable at the collection address at the start time, the Company may charge up to 100 percent of the quoted price to cover loss of earnings and costs incurred.
6.5 If the Company needs to cancel or reschedule due to circumstances beyond its control, such as vehicle breakdown, severe weather, or staff illness, it will inform the Customer as soon as reasonably possible and offer a new date or time. The Company’s liability in such circumstances is limited to refunding any deposits or payments received for the affected booking.
7. Excluded and Special Goods
7.1 Unless expressly agreed in writing, the Company does not carry:
a) Hazardous, toxic, explosive or flammable substances.
b) Firearms, ammunition, weapons or components thereof.
c) Cash, jewellery, watches, precious metals or stones.
d) Livestock, pets or other living creatures.
e) Perishable items requiring refrigeration.
f) Illegal goods or items obtained unlawfully.
7.2 If any such unspecified items are transported without the Company’s knowledge, the Company will have no liability for loss, damage or delay in relation to those items and the Customer may be held responsible for any resulting damage, loss or regulatory consequences.
8. Packing and Protection of Goods
8.1 Unless a packing service has been specifically included in the booking, the Customer is responsible for ensuring that all Goods are adequately packed, labelled and protected for transit.
8.2 The Company may provide basic protective coverings and securing materials for standard removal work. However, certain items such as fragile antiques, glass, electronics, or high-value items may require specialist packing which is the Customer’s responsibility unless otherwise agreed.
8.3 The Company is not liable for damage caused by inadequate packing where the packing was carried out by the Customer or third parties engaged by the Customer.
9. Liability for Loss and Damage
9.1 The Company will exercise reasonable care and skill in providing the Services and handling the Customer’s Goods.
9.2 The Company’s liability for loss of, or damage to, Goods is limited to a reasonable replacement or repair cost, subject to any cap or limit that may be stated in a quotation or service agreement.
9.3 The Company will not be liable for:
a) Pre-existing damage, wear and tear or inherent defects in Goods.
b) Damage to Goods that are not adequately packed or protected by the Customer.
c) Loss or damage arising from the Customer’s failure to properly secure or prepare appliances, equipment or furniture.
d) Indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
e) Damage caused by circumstances beyond the Company’s reasonable control, including accidents caused by third parties, severe weather, road closures, or acts of vandalism.
9.4 Any complaint regarding loss or damage must be notified to the Company in writing as soon as reasonably practicable and in any event within 48 hours of completion of the Services. The Customer should provide photographs, receipts and any other relevant evidence to support a claim.
9.5 The Customer is encouraged to arrange suitable insurance cover for Goods in transit, particularly for high-value or fragile items, as the Company’s liability may not cover the full value of such items.
10. Property Damage and Access Risks
10.1 The Company will take reasonable care to avoid damage to property at collection and delivery addresses when carrying out the Services.
10.2 The Customer must inform the Company of any known risks or structural issues, such as weak floors, loose fittings, or delicate surfaces, which could be affected by the movement of Goods.
10.3 The Company will not be liable for minor cosmetic damage such as scuffs or marks on floors, walls or door frames that may reasonably occur during the normal course of moving large or awkward items, provided reasonable care has been taken.
11. Waste, Disposal and Environmental Regulations
11.1 The Company operates in accordance with applicable waste and environmental regulations and will not dispose of items in an unlawful or irresponsible manner.
11.2 The Company is not a general waste collection service. Any request for removal and disposal of items must be agreed in advance and may be subject to additional fees to cover transport, handling and disposal charges at licensed facilities.
11.3 The Customer must not request the Company to dispose of hazardous or prohibited waste. The Company reserves the right to refuse to handle such items and may charge reasonable costs for any time or expense incurred in dealing with them.
11.4 The Customer is responsible for any penalties, fines or charges resulting from the inclusion of prohibited waste or materials in Goods presented to the Company for disposal.
12. Customer Conduct and Health and Safety
12.1 The Customer must treat the Company’s staff with respect and must not engage in abusive, threatening or inappropriate behaviour.
12.2 The Company reserves the right to withdraw Services or leave a site immediately if the safety of its staff is at risk or if staff are subject to abusive or unsafe conditions. In such cases, the full or partial charge for the booking may remain payable.
12.3 The Customer must not interfere with the safe operation of the vehicle or equipment, and must follow any reasonable instructions given by the Company’s staff relating to health and safety.
13. Privacy and Data Protection
13.1 The Company may collect and process personal data about the Customer for the purposes of managing bookings, providing Services, handling payments and dealing with enquiries or complaints.
13.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary for the performance of the Services, compliance with legal obligations, or with the Customer’s consent.
14. Complaints and Dispute Resolution
14.1 The Company aims to provide a professional and reliable removal service throughout the Service Area. If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible so that issues can be investigated and, where appropriate, resolved.
14.2 The Customer should provide details of the issue, including dates, addresses, and any supporting evidence. The Company will review the complaint and respond within a reasonable time frame.
14.3 In the event that a dispute cannot be resolved directly between the parties, either party may consider using mediation or another form of alternative dispute resolution before resorting to court proceedings.
15. Variations to Terms
15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.
15.2 Any changes to the agreed Services, including changes requested by the Customer on the day of the move, must be accepted by the Company and may result in revised charges or timescales.
16. Severability
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed deleted but the remaining provisions will continue in full force and effect.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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.
By placing a booking with Man with Van Downham or using the Services, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.
