Man And Van Dulwich Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Dulwich provides moving, delivery, collection, loading, unloading, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. If you are booking on behalf of another person, you confirm that you have authority to accept these terms for that person as well.

In these terms, references to “we”, “us”, and “our” mean the service provider trading as Man and Van Dulwich. References to “you” and “your” mean the customer, hirer, sender, receiver, or any person acting on their behalf. These terms apply to all quotations, bookings, and services unless we agree otherwise in writing.

A quotation is based on the information you provide at the time of booking, including item list, access conditions, floor levels, parking arrangements, distance, timing, and any required assistance. If the details change, the price, time required, vehicle size, number of staff, or service type may also change. Any estimate given before the job starts is not a fixed price unless we clearly confirm it as such in writing.

Booking process begins when you request a quote and ends only when we confirm the work. A booking may be accepted verbally, by email, by text message, or through another written method. We may ask for a deposit or full payment in advance, particularly for larger jobs, weekend bookings, urgent requests, or work involving multiple vehicles or staff.

To secure a booking, you must provide accurate and complete information. This includes the collection and delivery addresses, the size and weight of items, fragile items, access restrictions, and any special handling requirements. You must also tell us if any items contain hazardous substances, perishable goods, valuables, live animals, or goods requiring temperature control. We reserve the right to refuse any booking that cannot be carried out safely or lawfully.

If you ask us to wait, return, or make additional stops, this may be treated as extra time or an additional service and charged accordingly. We may also adjust the booking if the job differs materially from the original description. The customer is responsible for ensuring that the service booked is suitable for the items being moved.

Payments are due in full in accordance with the quotation or invoice issued for the booking. Unless we agree otherwise, payment must be made on completion of the service or before delivery for certain jobs. We may accept bank transfer, card payment, cash, or another method agreed in advance. Any processing fees or bank charges linked to your chosen payment method remain your responsibility unless stated otherwise.

If a deposit has been requested, the booking may not be confirmed until that deposit has been received. Deposits may be non-refundable in the circumstances set out under cancellations below. Where the final amount differs from the original estimate because the scope of work changed, the revised amount will be payable immediately after the job is completed or as otherwise agreed.

If payment is overdue, we may suspend further services, retain goods to the extent permitted by law, or charge reasonable administration costs and statutory interest where applicable. You must ensure that any payment method used is authorised and has sufficient funds. Any dispute about an invoice must be raised promptly and in writing, but you must still pay the undisputed amount on time.

Cancellations must be made as soon as possible. If you cancel more than 48 hours before the scheduled start time, we may refund any amount paid minus reasonable administration costs, if applicable. If you cancel between 24 and 48 hours before the scheduled time, a partial charge or retention of deposit may apply. If you cancel within 24 hours of the scheduled start time, you may be charged a significant portion of the agreed price, reflecting reserved vehicle, staff, and scheduling costs.

Where we arrive at the agreed location and cannot start work because access is blocked, incorrect information was provided, you are unavailable, or the job is unsafe or unlawful, this may be treated as a late cancellation or wasted journey charge. If we must leave a site for safety reasons, or if the service cannot continue due to conditions outside our control, the full or partial fee may still be payable.

If we need to cancel or reschedule due to vehicle breakdown, illness, severe weather, traffic disruption, accident, or another event beyond our reasonable control, we will try to notify you as soon as reasonably practicable and may offer an alternative time. Our liability in such cases is limited to refunding any payment received for work not performed, unless additional rights apply under law.

Liability is limited as set out in this section. We will exercise reasonable care and skill in providing the service, but we are not responsible for pre-existing damage, defective packaging, inherent weakness of items, or damage caused by items being improperly packed or secured by you. You are responsible for ensuring that furniture, appliances, and other goods are fit for transport and suitably protected where necessary.

Unless otherwise agreed, we do not undertake to dismantle or reassemble items, disconnect or reconnect utilities, remove fixtures, or handle specialist equipment. If we agree to provide any of these additional tasks, we may do so on a best-efforts basis and without accepting responsibility for hidden defects or pre-existing faults. We are not liable for loss of profit, loss of opportunity, indirect loss, or consequential loss arising from the service, to the extent permitted by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If we are found liable for loss or damage to your goods, our liability will generally be limited to the reasonable repair or replacement cost of the damaged item, taking account of age, condition, and depreciation, unless a higher level of liability has been expressly agreed in writing.

Access, preparation, and customer obligations are essential to the smooth running of any moving service. You must ensure there is suitable access for the vehicle and sufficient space for loading and unloading. You are responsible for obtaining any permissions needed for parking, building access, elevator use, or entry to private property. If parking fines, permit charges, congestion charges, or similar costs arise because suitable arrangements were not in place, those costs may be added to your invoice where lawful.

You must also ensure that items are properly labelled where necessary and that fragile, valuable, or confidential contents are protected. We may refuse to transport cash, jewellery, passports, important documents, artwork of exceptional value, or other high-risk items unless agreed in advance. Any item not declared before the job starts is carried at your own risk if its nature or value would reasonably have affected our ability to accept it.

If you ask us to move items that are unusually heavy, awkward, or dangerous, we may require additional staff, equipment, or time. We may decline to move items that present an unacceptable health and safety risk. You must not ask our team to perform work that breaches safety laws, exceeds agreed scope, or requires specialist certification we do not possess.

Waste regulations apply to any removal or disposal activity undertaken as part of the service. We will only remove waste, unwanted items, or refuse where it is lawful for us to do so and where the material has been correctly described in advance. We comply with UK waste legislation, including the duty of care requirements, and we expect customers to cooperate fully with all legal obligations relating to transfer, handling, and disposal.

You must tell us in advance if any items are electrical waste, mattresses, fridges, freezers, tyres, paint, chemicals, plasterboard, construction debris, clinical waste, or any other regulated material. Certain items may require special handling, classification, separation, licensing, or disposal at approved facilities. We may refuse to collect items that are contaminated, dangerous, or not lawful for us to transport. If undisclosed regulated waste is found during a job, we may stop the service and charge for time already spent.

Where waste transfer notes, receipts, or other records are required, we may provide them or ask you to complete them. You must not ask us to dispose of waste illegally, fly-tip, burn waste, or mix household waste with controlled waste in a way that breaches the law. If you provide waste to us, you confirm that you have the legal right to transfer it and that it is accurately described.

Delays, force majeure, and scheduling may affect the timing of a booking. We will use reasonable efforts to arrive within the agreed time window, but traffic, weather, road closures, access issues, or earlier job overruns may cause delays. Time estimates are not guarantees unless expressly stated. We are not liable for delay caused by events outside our reasonable control, including but not limited to extreme weather, strikes, accidents, governmental restrictions, or utility failures.

If a delay occurs, we may rearrange the order of jobs or ask you to confirm a revised start time. Additional waiting time may be charged where the delay is caused by circumstances on your side, such as inaccessible property, missing keys, or incomplete loading. If the delay becomes so significant that the job cannot be completed within the planned period, we may reschedule or issue a revised quotation.

We may refuse to continue a booking if the actual work differs substantially from what was described, if conditions become unsafe, if payment is not made when due, or if continuing would breach the law. In such cases, any cancellation or waiting charges that have accrued may still be payable.

Complaints and disputes should be raised as soon as possible so we can investigate while the matter is fresh. Please provide the booking date, a description of the issue, and any relevant photos or documents. We may request an opportunity to inspect damaged goods or review relevant information before deciding on a response. Our aim is to resolve concerns fairly and promptly.

If a claim relates to damage, you must notify us within a reasonable time after the service and before the item is repaired, discarded, or altered, unless that is impossible. You must take reasonable steps to reduce any loss or further damage. Failure to do so may reduce any compensation payable. We may, at our discretion, repair, replace, or offer a reasonable refund where appropriate and lawful.

These terms are intended to operate alongside your statutory rights as a consumer where applicable. Nothing in them removes rights that cannot be excluded under UK law. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.

Data, communications, and record keeping are handled in connection with your booking and service management. We may retain records of quotations, instructions, invoices, payment confirmations, and service notes for operational, accounting, legal, and insurance purposes. By making a booking, you agree that we may contact you for essential service communications relating to the job, including confirmations, updates, or issue resolution.

We will use the information you provide only as necessary to arrange and perform the service, comply with legal duties, and manage our business. You should ensure that any personal data you give us is accurate and that you are authorised to share it where it relates to another person. Any marketing communications, if ever provided, would be separate from service messages and handled according to applicable law.

Variation of these Terms and Conditions may occur from time to time. The version in force at the time of your booking will normally apply, unless a later written amendment is agreed by both parties. No employee or contractor has authority to vary these terms unless we confirm the change in writing.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising from or in connection with the service, the quotation, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise.

Nothing in these terms affects your rights under applicable consumer protection legislation. If you are booking as a business customer, the parties agree that the service is provided on a commercial basis and that any trade-specific arrangements confirmed in writing may supplement these standard terms, but they do not override mandatory legal requirements.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Man and Van Dulwich. These terms are designed to promote a safe, lawful, and efficient service for all parties, while maintaining clear expectations about bookings, payments, cancellations, liability, waste handling, and the legal framework governing the agreement.