Man with Van Hoxton Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Hoxton provides removal and related services to private and business customers. By making a booking, using our services or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below.
Customer means the person, firm or company booking the services.
We, us, our means Man with Van Hoxton as the provider of removal and associated services.
Services means any transport, removal, loading, unloading, packing, storage, or related services that we agree to provide.
Vehicle means any van or other vehicle used by us to carry out the services.
Goods means the items that you ask us to handle, move, transport or store.
Service area means the locations in which we agree to provide our man and van and removal services, as confirmed at the time of booking.
2. Scope of Services
We provide man and van and removal services primarily for local moves, small house and flat moves, office relocations, student moves and item collection and delivery. The specific scope of the work will be agreed at the time of booking based on the information you provide about addresses, access, inventory, and any special requirements.
We may, at our discretion, agree to provide additional services such as packing, furniture assembly or disassembly, and the handling of specialist items, if these have been discussed and agreed in advance and are reflected in our quotation or booking confirmation.
3. Booking Process
All bookings must be confirmed by us before they are considered accepted. You may request a quote or provisional booking by contacting us with details of your move, including collection and delivery addresses, access information, approximate inventory, preferred dates and times, and any particular requirements.
Any quotation is based on the information you provide. It is your responsibility to ensure that all information is accurate and complete. If the information proves to be inaccurate or incomplete, we reserve the right to revise the price, change the service offered or, in serious cases, decline or suspend the service.
A booking is only confirmed when we have accepted your request and provided a booking confirmation. We may require a deposit or prepayment as a condition of confirmation. Where a time window is agreed, we will use reasonable efforts to attend within that window but cannot guarantee exact arrival times due to traffic, weather, access and other factors outside our control.
4. Quotes and Pricing
Quotes may be provided as an hourly rate, a fixed price, or a combination of both, depending on the nature of the job. Unless otherwise stated, quoted prices are for standard daytime work within our normal service area and do not include tolls, parking charges, congestion charges, storage fees, specialist equipment, or third party charges.
If the work takes longer than expected because of factors outside our control, including but not limited to delays in gaining access, extra items not originally declared, poor packing or dismantling not completed as agreed, or waiting time at collection or delivery addresses, we may charge for additional time at our standard rates.
All prices are given in good faith but are subject to correction if there is an obvious error. We will inform you of any correction as soon as reasonably possible, and you may then choose to proceed or cancel without charge where there has been a material mistake.
5. Payments and Charges
Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit with the balance due on completion, or payment in full on the day, before unloading. We reserve the right to ask for security against unpaid charges before commencing any work.
If payment is not made when due, we may suspend work, refuse to begin unloading, or retain goods in our possession until payment is received in full. We may also charge interest on overdue amounts at a reasonable rate from the due date until actual payment.
You are responsible for all parking fees, tolls, congestion or clean air zone charges, ferry charges, or similar costs incurred in carrying out your move. These may be added to your final bill where not already itemised in a fixed price.
Where payment is to be made by a third party, such as an employer, landlord, or another individual, you remain responsible for ensuring full payment is received. Our contract is with you, and we may pursue you directly for any unpaid amounts.
6. Customer Responsibilities
You agree to:
Provide accurate information about the addresses, access conditions, inventory, and any special requirements at the time of booking.
Ensure that adequate parking is available and any necessary parking suspensions or permissions are in place. Fines resulting from inadequate parking arrangements that could reasonably have been anticipated may be charged to you.
Ensure that all goods are properly packed, labelled and ready to be moved, unless packing services have been specifically agreed.
Be present or represented at the collection and delivery addresses to provide access, confirm items to be moved, and sign any relevant documents or job sheets.
Secure or remove personal documents, money, jewellery, and items of exceptional value before the move where we have requested this for safety and security reasons.
7. Cancellations and Amendments
You may cancel or amend your booking subject to the terms in this section. Any request to cancel or change a booking must be made as early as possible.
Where you cancel with reasonable notice, we will normally not charge a cancellation fee. However, we reserve the right to retain part or all of any deposit, or to charge a reasonable cancellation fee, where cancellation occurs within a short period before the scheduled start time or where we have already incurred costs on your behalf.
If you wish to change the date, time or scope of work, we will attempt to accommodate this subject to availability. If we are not able to accommodate the change, and you choose to cancel as a result, this may be treated as a cancellation by you.
We may cancel the booking or suspend services if you fail to comply with these Terms and Conditions, fail to make payment when due, or where carrying out the work would pose a risk to health and safety. In such cases, we may retain deposits or charge for work done and time spent.
8. Access, Parking and Delays
You are responsible for ensuring that reasonable access is available at both collection and delivery points. This includes providing accurate information about stairs, lifts, restricted entrances, narrow roads, or other obstacles that may affect the move.
If vehicle access is restricted or if additional handling is required because of poor access that you did not tell us about, we may charge extra for the additional time and labour required. If, in our reasonable opinion, access is unsafe or unsuitable, we may refuse to carry out some or all of the work while still charging for the time and costs incurred.
We are not liable for delays arising from traffic, road closures, accidents, weather, industrial action, or other circumstances beyond our reasonable control. Where delays occur, we will make reasonable efforts to complete the work as soon as practicable, but any timetable is an estimate and not a guarantee.
9. Goods That We Do Not Move
We do not carry certain items unless agreed specifically in writing in advance. These typically include:
Explosives, flammable liquids, gases, or other hazardous materials.
Illegal items, including unlawfully held drugs, weapons, or stolen property.
Perishable goods that may decay or attract vermin.
Animals or live plants that may be affected by transport conditions.
Items of exceptionally high value such as fine art, antiques, precious metals, and high value collections, unless we have explicitly agreed to transport them and you have provided full details.
If we discover prohibited or unsafe items during the move, we may refuse to move them, and you may be responsible for any associated costs or delays.
10. Liability for Loss or Damage
We will take reasonable care of your goods while they are in our possession and under our control. Our liability for loss of or damage to goods is, however, subject to the limitations set out in this section.
We are not liable for loss or damage that arises from your failure to pack items properly, pre-existing defects in goods, normal wear and tear, or where you have instructed us to move items against our advice in relation to their condition or suitability.
We are not liable for damage to goods or property caused by defective or insecure premises, including weak floors, walls, staircases, or fixtures that cannot safely bear the load or movement of goods.
Our liability for any proven loss of or damage to goods resulting from our negligence or breach of contract is limited to a reasonable sum, which may be capped per item or per job. If you wish to increase the level of cover for your move, you may arrange suitable insurance independently.
We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, or emotional distress, even if you have informed us of the possibility of such losses.
11. Claims and Complaints
If you believe that any goods have been lost or damaged during the move, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the services. You should allow us the opportunity to inspect any damage and to take photographs where appropriate.
Any complaint about our services should be raised promptly so that we can investigate. We will handle complaints fairly and aim to resolve them within a reasonable time. Failure to notify us within a reasonable timeframe may affect our ability to investigate and may reduce or extinguish any potential liability.
12. Waste and Environmental Regulations
We comply with applicable regulations relating to waste carriage and disposal. We are not a general rubbish clearance contractor, and we will only remove waste or unwanted items by prior agreement as part of the booked services.
Any waste or items to be disposed of must be properly described to us in advance, and we may decline to handle certain waste types, particularly hazardous or regulated materials. Where we agree to remove waste, disposal will be carried out at licensed facilities in accordance with legal requirements.
You must not ask us to dispose of items illegally, such as fly-tipping or leaving items in unauthorised locations. If you do so, we may immediately terminate the services and you will be responsible for any fines, penalties, or costs arising from such requests or actions.
13. Insurance
We maintain appropriate cover for our vehicles and legal liabilities as a removal provider. This may not replace or match the full value of your contents, particularly for high-value or fragile items. You are advised to obtain your own insurance cover for your goods during removal and transit, especially for valuable possessions.
If you are relying on your own policy, it is your responsibility to check the terms and ensure that removals and transit are covered. We do not provide advice on the adequacy of any insurance cover you may purchase.
14. Data Protection and Privacy
We collect and use your personal information only as necessary to manage your booking, provide the services, handle payments, and deal with queries or complaints. We will take reasonable steps to keep your information secure and will not sell your data to third parties.
We may share limited information with third parties where necessary for performing the contract, such as payment processors or subcontractors, or where required by law or regulatory authorities.
15. Subcontracting
We reserve the right to use subcontractors or third party service providers to carry out some or all of the services. Where we do so, we will remain responsible to you for the proper performance of the contract, and these Terms and Conditions will continue to apply.
16. Limitation of Liability and Indemnity
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law.
Subject to that, our total liability for all claims arising out of or in connection with a job will not exceed a reasonable financial limit relative to the scope of the services and charges paid or payable.
You agree to indemnify us against any claims, costs, damages or losses we incur as a result of your breach of these Terms and Conditions, your provision of incorrect information, or your actions that cause loss or damage to our employees, agents, vehicles, equipment or third party property.
17. Force Majeure
We are not liable for any delay, cancellation, or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to severe weather, accidents, illness, breakdowns, strikes, lockouts, civil unrest, acts of terrorism, or legal restrictions.
Where such events occur, we will inform you as soon as reasonably possible and will attempt to rearrange the work at a mutually convenient time. Any new date or time will be subject to availability.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided are governed by and construed in accordance with the laws of England and Wales.
You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
19. Changes to These Terms
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 at the time your booking is confirmed. Any significant changes will, where reasonably practicable, be brought to your attention before you make a new booking.
20. Severability
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 treated as deleted, but the remaining provisions will continue in full force and effect.
21. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation provided to you, constitute the entire agreement between you and us relating to the services. You acknowledge that you have not relied on any statement, promise or representation that is not set out in these documents.
