Terms and Conditions for Man With Van Hoxton
These Terms and Conditions set out the basis on which Man With Van Hoxton provides removal, transport, delivery, and related van services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are intended to create a clear and fair agreement for both parties, covering the booking process, payment terms, cancellations, liability, waste handling, and the law that applies to the service.
In these terms, references to “we,” “us,” and “our” mean the service provider operating under the Man With Van Hoxton name, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. The contract applies to all standard van services, including single-item moves, multi-item transport, light removals, collections, deliveries, and similar work where a van and one or more operatives are supplied.
These terms are written for a UK legal context and should be read alongside any written quotation, invoice, booking confirmation, or agreed scope of work. If any part of these terms conflicts with a specific written agreement, the written agreement will take priority to the extent of that conflict. We may update these terms from time to time, but the version in force at the time your booking is confirmed will normally apply to that job.
1. Booking Process
A booking is only confirmed when we have accepted your request and, where required, received any deposit or prepayment stated in the quotation. A request for a quote does not in itself reserve a vehicle or crew. Man With Van Hoxton may ask for details such as collection and delivery addresses, access conditions, item descriptions, parking restrictions, stairs, lift availability, time preferences, and any special handling needs before confirming availability and pricing.
When you make a booking, you must ensure that all information provided is accurate and complete. This includes the number, size, and weight of items, the nature of the goods, and any circumstances that could affect the time, cost, or safety of the work. If the actual job differs from the information originally supplied, we may revise the quote, change the vehicle size, supply additional staff, or refuse to proceed if the work is unsafe or impractical.
We reserve the right to decline or cancel a booking if we reasonably believe the work would be unlawful, unsafe, outside our service scope, or likely to cause damage to property, vehicles, or goods. We may also decline a job if access is impossible, parking cannot be arranged, required permits are not available, or the customer has failed to disclose information material to the service. Any estimated arrival time is given in good faith but may change due to traffic, weather, operational delays, or matters beyond our control.
2. Payment Terms
Prices may be offered as fixed quotes or as estimated charges based on time, distance, labour, waiting time, tolls, congestion-related costs, or additional services. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quote is based on the information provided at the time of booking and may be adjusted if the actual service differs from the description originally supplied.Payment is due in accordance with the method and timing stated in the booking confirmation or invoice. We may require a deposit in advance to secure the booking, and the balance must be paid on completion unless we agree otherwise in writing. Accepted payment methods may vary, but where card, bank transfer, or cash is permitted, the customer remains responsible for making payment in full, on time, and without deduction unless required by law.
If payment is not made when due, we may suspend further work, retain goods only to the extent permitted by law, charge interest on overdue sums, and recover reasonable costs incurred in seeking payment. The customer must pay any bank charges, failed payment fees, chargeback-related costs, or administrative costs arising from a payment that is reversed, declined, or otherwise not honoured. Any dispute about an invoice must be raised promptly and must not be used as a reason to withhold undisputed amounts.
3. Cancellations and Amendments
You may request to cancel or amend a booking, but the amount refundable, if any, will depend on the notice given and on costs already incurred. If you cancel well in advance, we may offer a full or partial refund at our discretion. If the cancellation is made after the crew has been allocated, the vehicle dispatched, or work has started, cancellation charges may apply to cover time, labour, fuel, and lost opportunity.
If you need to change the date, time, collection point, delivery point, or scope of work, you should notify us as soon as possible. We will try to accommodate reasonable changes, but revised arrangements are subject to availability and may affect the price. If the amended job requires additional time, labour, larger vehicle capacity, or specialist handling, we may issue a new quote before continuing.
4. Customer Responsibilities
You must ensure that the property, items, and access routes are ready for the service at the agreed time. This includes providing accurate access details, removing obstacles where reasonably possible, securing pets, and ensuring that parking or stopping arrangements are lawful or otherwise available. If permits, permissions, building access, lifts, or keys are needed, you are responsible for arranging them unless we have explicitly agreed to do so.The customer must pack items securely unless packing has been included in the service. Fragile items, valuables, electronics, documents, jewellery, antiques, and sentimental goods should be identified clearly and handled with appropriate care. We may refuse to carry items that are improperly packed, leaking, unstable, or likely to endanger people or property. You are responsible for ensuring that any drawers, lids, doors, or loose parts are secured before transit unless we have agreed otherwise.
You must not ask us to carry prohibited, dangerous, illegal, contaminated, or improperly declared goods. This includes items that are hazardous, explosive, corrosive, highly flammable, or otherwise unsuitable for transport in a standard van service. If we discover that such items have been supplied without disclosure, we may stop the job immediately, notify the relevant authorities if necessary, and recover any costs arising from the incident.
5. Liability and Damage
We will take reasonable care when handling and transporting goods, but liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by inaccurate instructions, poor packing, inherent defects in items, normal wear and tear, or events beyond our reasonable control. In particular, we are not liable for items that were already damaged, unstable, or unsuitable for transport before we attended.
Where we are legally liable for loss or damage caused by our negligence, our responsibility will generally be limited to the lower of the repair cost, replacement cost, or the value of the item at the time of the incident, subject to any agreed insurance terms and any mandatory legal protections. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
Any claim for damage or missing items must be raised as soon as reasonably possible and, where practical, before we leave the delivery location. You should inspect goods on delivery and notify us promptly of any concerns. Failure to report an issue in a timely way may affect our ability to investigate the matter and may limit any remedy. We may request photographs, descriptions, proof of value, or other reasonable evidence before accepting a claim.
6. Waste Regulations and Disposal
Where our service includes removal of unwanted items, rubbish, or bulky waste, the customer must ensure that the material has been described accurately in advance. The man with van service may assist with loading and transport, but waste must be handled in accordance with UK waste rules and any applicable licensing or duty-of-care requirements. We will not knowingly collect waste that is illegally dumped, improperly identified, or prohibited from carriage.When waste removal is agreed, you are responsible for confirming that the items are yours to dispose of or that you have authority to arrange disposal. You must not present controlled waste, hazardous substances, clinical waste, asbestos, solvents, gas bottles, electrical items requiring special treatment, or any other regulated material unless we have expressly agreed and are legally able to collect it. Where special disposal arrangements are needed, additional charges may apply.
If any waste collected under a van removals booking is subject to specific documentation, segregation, transfer note requirements, or disposal restrictions, you agree to provide all necessary information and support. We may refuse to take waste if doing so would breach legal obligations, create an environmental risk, or expose us to enforcement action. The customer remains responsible for any false statement about the nature of the waste or any costs arising from incorrect classification.
7. Delays, Access Problems, and Additional Charges
Additional charges may apply if the job takes longer than expected because of waiting time, poor access, missing parking, repeated trips, extra floors without lift access, or changes to the agreed scope. A Hoxton man and van service is priced on practical conditions as well as distance and load size, so a quotation may be revised where the actual circumstances are materially different from those described at booking.
If we are unable to complete the service because you or your representative is unavailable, the destination is inaccessible, goods are not ready, or the necessary instructions are not provided, we may charge a call-out fee or part of the agreed price. We will always act reasonably and only charge for genuine time, labour, travel, and preparation costs incurred.
8. Insurance and Care of Goods
We may hold appropriate insurance for the services we provide, but insurance is not a substitute for the customer’s duty to pack, label, and declare items properly. Any insurance cover, where available, will be subject to the insurer’s terms, exclusions, and claim conditions. You should take reasonable steps to protect valuable, fragile, or irreplaceable items and consider arranging additional cover if required.Unless otherwise agreed in writing, our service does not include specialist packing, valuation, or appraisal. If you request us to move high-value goods, you must tell us in advance and provide any relevant information needed to assess handling requirements. We are not responsible for indirect losses such as loss of earnings, loss of business, loss of profit, or emotional distress unless such liability cannot lawfully be excluded.
9. Complaints and Disputes
If you are dissatisfied with any part of the service, you should notify us as soon as possible so that we can investigate. We encourage prompt communication because many issues can be resolved quickly if raised early. Any complaint should include relevant details of the booking, the issue complained of, and any supporting evidence available. We will review matters in good faith and seek a fair outcome where appropriate.
10. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute arising from the contract, except where mandatory legal rules provide otherwise. If any provision of these terms is found unenforceable, the remainder will continue in force to the fullest extent permitted by law.Nothing in these terms affects your statutory rights as a consumer where the service is supplied to a private individual for personal use. If you are contracting as a business, different rights and remedies may apply, but nothing here is intended to limit any rights that cannot legally be limited or excluded. By proceeding with a booking for Man With Van Hoxton, you confirm that you have read, understood, and accepted these Terms and Conditions in full.