Terms and Conditions
Terms and Conditions for Man with Van Woolwich Removals
These Terms and Conditions set out the basis on which Man with Van Woolwich provides transport and removal services. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions on your own behalf and on behalf of any other person using the service under your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below.
Company means the operator trading as Man with Van Woolwich providing transport and removal services.
Customer means the person, firm or organisation making a booking with the Company.
Services means any transport, removal, loading, unloading, packing, furniture moving, or related services provided by the Company.
Goods means all items, effects and property that the Company agrees to move, transport or handle.
Service area means the locations in which the Company advertises and operates its man and van and removal services, including Woolwich and surrounding districts.
2. Scope of Services
The Company provides man and van, house and flat removals, office moves, student moves, furniture transport, and related loading and unloading services within its service area and to other destinations by agreement.
Unless otherwise agreed in writing, the Services do not include packing, dismantling or reassembly of furniture, disconnection or reconnection of appliances, or the transport of items that are prohibited or restricted by law or by these Terms and Conditions.
The Company reserves the right to decline to provide Services for any job which, in the opinion of its staff, cannot be carried out safely, legally, or without risk of damage to property or injury to persons.
3. Booking Process
Bookings can be made by the Customer through the Company’s approved booking channels as publicised from time to time. All bookings are subject to availability.
The Customer must provide accurate and complete information at the time of booking, including:
Full collection and delivery addresses.
Details of parking and access restrictions at both addresses.
Floor levels and whether lifts are available and in working order.
A clear and honest description of the Goods, including volume, weight, and any unusually heavy or bulky items.
Any items requiring special handling, such as fragile goods, pianos, large appliances, or high-value items.
The Company will provide a quotation based on the information supplied. The quotation may be an hourly rate or a fixed price, as specified at the time of booking. The Company reserves the right to amend the quotation or apply additional charges if the information provided by the Customer was incomplete or inaccurate, or if the scope of the work changes.
A booking is not confirmed until the Customer has accepted the quotation and any required deposit has been paid, where applicable. The Company will confirm the booking details, including date, time, location and pricing basis.
4. Customer Responsibilities
The Customer is responsible for:
Ensuring that adequate and lawful parking is available at both collection and delivery addresses for the duration of the job. Any parking fees or fines incurred as a result of insufficient or unlawful parking arrangements may be charged to the Customer.
Ensuring that access to the premises is safe, clear and suitable for moving the Goods, including stairways, hallways, lifts and doorways.
Packing and protecting Goods appropriately unless packing services have been explicitly agreed as part of the booking.
Securing or removing any fixtures and fittings that might obstruct the removal process.
Being present, or arranging for an authorised representative to be present, at both the collection and delivery addresses to supervise the move and sign any relevant documents.
Checking that nothing is left behind at the collection address and that all Goods have been delivered before the Company’s team leaves the delivery address.
5. Payments and Charges
Prices are quoted either on an hourly or a fixed-price basis. The Customer will be informed of the applicable pricing structure during the booking process.
For hourly rate bookings, the chargeable time starts when the vehicle and team arrive at the agreed collection address and ends when the unloading at the final delivery address has been completed, subject to any minimum charge period. Additional time beyond the minimum charge will be charged in the increments specified at the time of booking.
For fixed-price bookings, the price will be based on the details supplied by the Customer. If the actual work significantly differs from what was advised, extra charges may apply.
Payment is due as specified at the time of booking. This may be in full in advance, a deposit with the balance on completion, or payment on the day of the move before unloading, depending on the job type and risk assessment.
The Company accepts the forms of payment made known during the booking process. The Customer is responsible for ensuring that sufficient funds are available. If payment is not made when due, the Company may withhold or suspend Services, retain the Goods until payment is received in full, and may charge reasonable storage and redelivery fees.
6. Cancellations and Amendments
The Customer may cancel or amend a booking by giving notice through the same method used for booking or another method approved by the Company.
Where the Customer cancels a confirmed booking, the following may apply:
If cancellation is made more than 48 hours before the scheduled start time, any deposit, less reasonable administrative charges, may be refundable at the Company’s discretion.
If cancellation is made within 48 hours but more than 24 hours before the scheduled start time, the Company may retain all or part of any deposit, or charge a cancellation fee up to a percentage of the agreed price.
If cancellation is made within 24 hours of the scheduled start time, or the Customer is not present or not ready when the team arrives, the Company may charge up to the full quoted price.
Amendments such as changes to date, time, addresses or scope of work are subject to availability and may result in revised pricing. If the Company cannot accommodate the change, the original booking will be treated according to the cancellation policy.
The Company reserves the right to cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdowns, accidents, illness, or emergencies. In such cases, the Company will seek to offer a new time or date. If this is not possible or acceptable, any payments made for the affected booking will be refunded, and this will be the full extent of the Company’s liability.
7. Excluded and Prohibited Items
Unless expressly agreed in writing, the Company does not carry:
Cash, jewellery, watches, precious metals or stones, or other high-value items.
Perishable goods, live plants or animals.
Hazardous, flammable, corrosive, explosive or illegal items, including gas cylinders, fuel, chemicals and weapons.
Important documents such as passports, financial documents or deeds.
The Customer must not include such items within the Goods without prior written agreement. If the Company discovers any prohibited items, it may refuse to transport them and may cancel the Services without liability, with any related costs borne by the Customer.
8. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods is limited as set out in this section.
The Company will not be liable for:
Loss or damage arising from the Customer’s failure to pack Goods properly or to protect fragile items adequately.
Loss or damage to Goods that are inherently fragile or defective, including items such as glass, mirrors, delicate electronics, or flat-pack furniture that has been moved previously.
Damage to furniture or property where the only practical means of moving involves a risk of damage, and the Customer has been advised of and accepted that risk.
Loss or damage caused by wear and tear, leakage, atmospheric or climatic conditions, vermin, or gradual deterioration.
Loss of data or files from computers, electronic devices or storage media.
Indirect or consequential loss, including loss of profits, income, business, or opportunity, even if the Company has been advised of the possibility of such loss.
Where the Company is found liable for loss of or damage to Goods, its liability will, so far as permitted by law, be limited to the lower of the cost value of the item or a reasonable repair cost, subject to an overall cap that is proportionate to the fees charged for the Services. The Customer is encouraged to arrange their own insurance cover for Goods of significant value.
The Customer must inspect the Goods and premises as soon as reasonably possible after completion of the Services and must notify the Company in writing of any apparent loss or damage within a reasonable period. Failure to do so may prejudice the Company’s ability to investigate and may limit or extinguish any potential claim.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be limited or excluded by law.
9. Damage to Property
The Company will take reasonable care to prevent damage to property during the provision of Services. The Customer must highlight any vulnerable areas such as weak staircases, fragile flooring, or recently decorated surfaces before the move begins.
The Company will not be responsible for damage to property where access is particularly tight or awkward, where items need to be manoeuvred in a way that presents a clear risk of damage, or where the Customer insists on attempting a move against the advice of the Company’s staff.
If damage to property occurs that is evidently and solely attributable to the negligence of the Company or its staff, the Company’s liability will be limited to a reasonable contribution towards repair or restoration, assessed with regard to the age and condition of the property.
10. Waiting Time and Delays
The Customer must ensure that the premises are ready for collection and delivery at the agreed times. If the team is kept waiting due to delays in gaining access, keys not being available, Goods not being packed, or other issues beyond the Company’s control, the Company may charge waiting time at the applicable hourly rate.
The Company is not liable for delays caused by traffic conditions, road closures, weather, police operations, breakdowns, or other events outside its reasonable control. Any estimated arrival or completion times are provided as guidance only and are not guaranteed.
11. Waste and Environmental Regulations
The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste disposal operator and will only remove waste items where this has been agreed in advance and the items are lawful for the Company to transport.
The Customer must not present household refuse, construction rubble, hazardous waste, or controlled waste for removal unless explicitly agreed. The Company may refuse to take any items that it reasonably believes would breach environmental or waste laws or would require a specific licence or facility that is not held or arranged.
Where waste removal forms part of the Services, the Customer is responsible for ensuring that the items are suitable for removal and that no prohibited materials are included. Additional charges may apply for lawful disposal of certain items, and the Customer will be informed of any such charges where reasonably practicable.
12. Complaints
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue promptly with the team on the day where possible, so that an immediate solution can be attempted. If the matter is not resolved, the Customer should submit a written complaint to the Company as soon as reasonably practicable, setting out the details of the issue and the desired outcome.
The Company will investigate complaints fairly and in good faith and may request further information or evidence. The Company will aim to provide a response within a reasonable period and, where appropriate, may offer a remedy such as a partial refund or contribution to repair, within the limits of its liability set out in these Terms and Conditions.
13. Data Protection and Privacy
The Company will collect and use personal information provided by the Customer for the purposes of handling enquiries, processing bookings, delivering Services, taking payment, and meeting legal obligations. Personal information will be processed in accordance with applicable data protection laws.
The Company will take reasonable steps to keep personal data secure and will not sell or disclose it to third parties except where necessary for the provision of Services, for payment processing, or where required by law or regulation.
14. 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.
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 provision of Services.
15. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary, or, if such modification is not possible, deemed deleted. The remaining provisions will continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy. No waiver shall be effective unless in writing and signed by the Company.
These Terms and Conditions constitute the entire agreement between the Company and the Customer relating to the provision of Services and supersede any prior discussions, correspondence or representations. Any variation must be agreed in writing by the Company.
By commissioning Man with Van Woolwich to carry out any Services, the Customer acknowledges and agrees to be bound by these Terms and Conditions.
