Terms and Conditions for Man With A Van Catford

These Terms and Conditions set out the basis on which Man With A Van Catford provides household, commercial, and item-transport services in the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, service notes, or agreed instructions provided before the job begins. These terms are intended to create a clear understanding of what is included, what is excluded, and how each party should behave during the booking, loading, transport, and delivery process.

Throughout this document, references to “we”, “us”, and “our” mean the service provider operating under the name Man With A Van Catford. References to “you” and “your” mean the customer, hirer, or person acting on behalf of the customer. These terms apply to all services arranged by phone, email, message, form submission, or any other agreed method. They also apply whether the move is for domestic goods, office items, single-item transport, or related loading and unloading work.

By proceeding with a booking, you confirm that you have read and understood these terms, that you are legally able to enter into a contract, and that you will provide accurate information about the goods, access conditions, and service requirements. If you are arranging the service on behalf of another person or business, you confirm that you have authority to accept these terms for them as well.

1. Booking Process

A booking with Man With A Van Catford is only confirmed once we have received sufficient information to assess the work and have agreed the date, approximate times, collection and delivery points, and any special requirements. A quote may be provided before final confirmation, but a quotation is not a guaranteed reservation unless expressly stated. We may request photographs, an inventory, floor access details, parking information, item dimensions, and any special handling needs before confirming the job.

It is your responsibility to ensure that all information supplied during the booking process is complete and accurate. This includes the nature and number of items, whether there are stairs or lifts, any restricted access, and whether the goods require dismantling, wrapping, or extra labour. If the information changes before the job begins, we may revise the price, the timing, or the service scope. In some cases, we may decline to continue if the revised requirements are materially different from those originally agreed.

Our availability is subject to operational planning, traffic conditions, and previous bookings. While we make every effort to arrive within the agreed time window, arrival times are estimates and may be affected by circumstances outside our control. If a delay occurs, we will seek to inform you as soon as reasonably practicable. A booking is made for the period stated in the confirmation, and any extension of time must be agreed in advance where possible.

2. Payments and Charges

All charges will be set out in the quotation, booking confirmation, or updated written agreement. Prices may be based on distance, vehicle size, labour time, waiting time, number of helpers, access difficulty, congestion, and the handling of heavy, fragile, or awkward items. Unless otherwise agreed in writing, quoted prices are inclusive only of the services specifically described and exclude additional work that was not reasonably foreseeable at the time of quotation.

Payment terms will be confirmed at the point of booking. We may require a deposit, advance payment, or full payment before the service begins. If payment is due on completion, it must be made immediately upon completion unless we have agreed a different arrangement in writing. We accept payment methods as agreed for the booking, and we reserve the right to withhold or suspend services where payment has not been made in line with the agreed terms.

Where waiting time, additional labour, access issues, congestion charges, parking costs, tolls, or other reasonable operational expenses arise, these may be added to the final invoice if they were not already included in the original quotation. If the job changes during the day, for example because of extra items, additional stops, or delayed access, the price may be adjusted to reflect the actual work carried out. Any invoice disputed in good faith should be raised promptly, but undisputed sums remain payable on time.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving notice as early as possible. Because time, vehicle allocation, and labour are reserved in advance, cancellation charges may apply depending on how much notice is given and whether preparatory work has already been carried out. If you cancel after we have started travelling to the collection point or after we have commenced the job, you may be charged for reasonable costs already incurred, including labour and fuel.

If you are not available at the agreed time and place, if access is not possible, or if the move cannot proceed because the property is locked, unsafe, or incorrectly described, this may be treated as a late cancellation or no-show. In such cases, a call-out fee or part-charge may apply. We will use reasonable efforts to accommodate genuine delays, but we are not obliged to hold the booking indefinitely unless we have expressly agreed to do so.

We may cancel or reschedule a booking where weather conditions, vehicle breakdown, staff illness, safety concerns, legal restrictions, or other matters outside our reasonable control make performance impractical or unsafe. If we cancel for reasons within our control, we will seek to offer an alternative date or refund any advance payment for the part of the service not provided. We will not be responsible for any indirect loss caused by a cancellation or delay, except where required by law.

4. Your Responsibilities During the Service

You must ensure that the collection and delivery locations are accessible, that suitable parking arrangements are available where possible, and that any required permissions from landlords, managing agents, building management, or local authorities are obtained in advance. You must also ensure that all items are ready for loading at the agreed time and that any fragile, valuable, or prohibited goods are identified before transport begins.

You are responsible for disclosing any items that require special handling, such as pianos, safes, oversized furniture, artwork, glass, aquariums, appliances with water connections, or goods needing disconnection. If you request dismantling, reassembly, packing, or protective wrapping, we may provide this subject to suitability and additional charge. Unless agreed otherwise, we do not guarantee wall fixing, plumbing reconnection, electrical reconnection, or specialist installation work.

We rely on you to ensure that all goods are lawful to transport and are not contaminated, dangerous, stolen, defective in a way that creates risk, or otherwise unsuitable for carriage. You should remove keys, passports, bank cards, medicines, cash, jewellery, and other personal valuables from items being moved unless specifically agreed. We are entitled to refuse transport of items that may endanger persons, the vehicle, or the environment.

5. Liability and Insurance

We will take reasonable care when handling goods and performing the service. However, our liability is limited to losses directly caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for losses that are indirect, unforeseeable, or outside our control, including loss of profits, loss of business, missed appointments, or consequential damage, unless liability cannot be excluded by law.

You are responsible for ensuring that items are suitably packed, protected, and stable unless we have expressly agreed to provide packing or protection. We are not liable for damage arising from pre-existing defects, unsuitable packaging, hidden weaknesses, or items that are inherently fragile, unstable, or not fit for transport. Where damage occurs and we are found to be responsible, our liability may be limited to the repair, replacement, or reasonable value of the affected item, subject to any applicable legal limits and the evidence provided.

Any claim for damage, loss, or shortage must be reported to us as soon as reasonably possible and, in any event, within a reasonable period after delivery. You should provide supporting photographs, a description of the issue, and any relevant evidence. Failure to notify us promptly may affect our ability to investigate the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

6. Waste, Disposal, and Regulatory Compliance

Where the service includes removal of waste, unwanted items, or clearance materials, both parties must comply with applicable UK waste legislation and environmental requirements. We may only transport, handle, and dispose of waste in accordance with the law, and we reserve the right to ask questions about the source, type, and composition of any waste load before accepting it. We may refuse waste that is hazardous, contaminated, unlawful, or unsuitable for lawful disposal through the planned route.

You must not present items as general waste if they contain prohibited substances, clinical waste, asbestos, chemicals, solvents, oils, gas cylinders, batteries, or other regulated materials unless we have expressly agreed in advance and are permitted to handle them. You are responsible for telling us whether items contain any hazardous components or require specialist disposal. If inaccurate information is provided and this causes delay, extra cost, or legal exposure, you may be liable for the resulting losses, charges, or penalties.

We may separate, sort, and load waste in a way that allows lawful transfer and disposal, but we do not act as your waste broker unless this has been specifically agreed. If a waste transfer note, description, or other record is required by law, you agree to cooperate and provide accurate details. Items removed for disposal may be recycled, reused, or disposed of in accordance with applicable environmental and waste management obligations.

7. Breakages, Delays, and Force Majeure

We will not be responsible for delay or non-performance caused by events beyond our reasonable control, including severe weather, road closures, accidents, strikes, public emergencies, government restrictions, fuel shortages, or interruptions to utilities or access routes. If such an event occurs, we may suspend the service, alter the route, adjust the timetable, or reschedule the booking. Any payments already made will be dealt with fairly in line with the work completed and the costs reasonably incurred.

If an item is too large, too heavy, unsafe, or impractical to move using the agreed vehicle, personnel, or access route, we may refuse to proceed with that item unless an alternative method is agreed. Where a delay or refusal results from inaccurate information supplied by you, any extra waiting, second trip, or additional labour may be charged. We will always act reasonably and, where possible, explain the issue before taking further steps.

Nothing in these terms prevents us from taking steps to protect our staff, customers, third parties, or property. If we reasonably believe that continuing the job would create an unsafe situation, breach the law, or risk damage beyond what is acceptable for a normal move, we may stop or modify the service. In such circumstances, you will remain responsible for the work already performed and for any costs properly incurred up to that point.

8. Complaints and Disputes

If you have a complaint, you should raise it promptly so that we can investigate while the details are fresh. Please provide a clear description of the issue, supporting evidence where available, and the outcome you are seeking. We will review complaints in good faith and aim to resolve them fairly and within a reasonable time. Any settlement offered will be without admission of liability unless expressly stated otherwise.

Where a dispute cannot be resolved informally, both parties should first attempt to negotiate in good faith before starting formal proceedings. This includes allowing a reasonable opportunity to exchange relevant information and consider an amicable solution. If a claim concerns loss or damage to goods, you should preserve the item, packaging, and any relevant records where possible to assist with assessment.

Each party agrees to act reasonably and not to make false, exaggerated, or unsupported claims. We reserve the right to rely on logs, booking records, photographs, messages, route information, and other relevant evidence when considering any complaint or dispute. If legal proceedings become necessary, the matter will be handled in accordance with the governing law clause below.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If any provision is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

Where the customer is acting as a consumer, nothing in these terms affects any statutory rights that cannot be excluded or restricted. If there is any inconsistency between these terms and mandatory consumer protection legislation, the legislation shall prevail to the extent required by law. These terms should be read together with any written quotation or booking confirmation, and together they form the agreement between the parties for the relevant service.

By booking or using Man With A Van Catford, you acknowledge that the service is provided on the basis of these terms, that you have had the opportunity to review them, and that you agree to comply with all reasonable instructions given for safety, legal compliance, and successful completion of the job. Continued use of the service after any update to these terms will be taken as acceptance of the revised version where permitted by law.