Man and Van Highbury Terms of Service

These Terms and Conditions set out the basis on which Man and Van Highbury provides removal, transport and related services to domestic and business customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company refers to Man and Van Highbury, the provider of removal, man and van and related services.

Customer refers to the person, firm or organisation requesting and paying for the services.

Services refers to any removal, transport, delivery, collection, loading, unloading, packing, storage assistance or related work carried out by the Company.

Goods refers to the items that the Customer asks the Company to move, transport, handle or otherwise deal with.

Service Address refers to any collection address, delivery address or other premises where the Services are to be carried out.

Driver refers to any driver, porter or operative supplied by the Company to carry out the Services.

Scope of Services

The Company provides man and van and small removal services, including the transport of household and office goods, loading and unloading assistance, and related services as agreed at the time of booking. The scope of the Services will be as stated in the booking confirmation, which may specify the number of operatives, vehicle size, estimated time, and any special requirements.

The Company does not provide professional packing, dismantling or reassembly services unless expressly agreed at the time of booking. Where the Company agrees to undertake any such additional tasks, these will be carried out with reasonable care and skill but without any guarantee of suitability for particular furniture types, fixtures or fittings.

Booking Process

The Customer may request a quotation by providing accurate details of the required Services, including addresses, access conditions, floor levels, approximate volume of goods, and any special items such as pianos, safes, large appliances or fragile goods. Quotations are based on the information supplied and may be revised if that information is inaccurate or incomplete.

A booking is only confirmed when the Company has issued a booking confirmation setting out the date, time window, nature of the Services and the applicable charges. The Company reserves the right to decline a booking at its sole discretion.

The Customer is responsible for ensuring that all information provided at the time of booking is complete and accurate, including any parking restrictions, loading restrictions, time limits, property access constraints and potential obstacles such as narrow staircases or low ceilings. Additional charges may apply if this information is not provided in advance and causes delay or requires extra labour or additional journeys.

The Company may ask for identification or proof of address before confirming a booking and reserves the right to cancel or refuse a booking if satisfactory information is not provided.

Service Area and Access

The Company primarily serves customers within Highbury and surrounding areas, but may accept bookings for other locations by agreement. Travel time and distance charges may apply depending on the collection and delivery points.

The Customer must ensure that the Service Addresses are accessible for the vehicle and that any required permits or parking arrangements are made in advance. If the driver is required to park in restricted zones or in a way that may incur a penalty, the Customer will be responsible for all resulting fines and charges.

Where parking is not arranged or not possible within a reasonable distance of the Service Address, the Company may charge for additional time required to carry goods to and from the vehicle or may refuse to complete the Services if it would be unsafe or unlawful to proceed.

Customer Responsibilities

The Customer must be present or represented by an adult authorised to act on their behalf at the Service Addresses throughout the agreed service time. That person will be responsible for giving instructions to the driver and confirming that the Services have been completed.

The Customer is responsible for properly packing, securing and labelling their Goods, unless packing services have been specifically agreed. Fragile and valuable items should be clearly marked and adequately protected. The Company will not be liable for damage arising from poor or inadequate packing by the Customer.

The Customer must ensure that all Goods to be moved are ready for transport and that furniture is dismantled where necessary, unless otherwise agreed. The Company may refuse to handle items that are unsafe, excessively heavy or not reasonably suitable for manual handling.

The Customer must not ask the driver to carry out any work that is unsafe, illegal or outside the agreed scope of the Services. This includes lifting items beyond safe manual handling limits, disconnecting electrical, gas or plumbing installations, or removing fixtures that may cause damage to the property.

Prohibited and Restricted Items

The Company does not carry hazardous, illegal or dangerous goods, including but not limited to explosives, flammable liquids, gas cylinders, firearms, ammunition, chemicals, biological materials, asbestos or any items prohibited by law.

The Company also does not transport live animals, perishable foods, cash, precious metals, jewellery, valuable documents or items of exceptional value, unless expressly agreed in writing and subject to any special conditions imposed by the Company.

If the Customer includes any prohibited or restricted items without the Companys prior consent, the Company may remove, dispose of or refuse to transport those items and will not be responsible for any loss, damage or penalties arising. The Customer will indemnify the Company for any claims or charges incurred as a result of transporting such items.

Payments and Charges

Charges for the Services may be based on an hourly rate, a fixed price, or a combination of both, as stated in the booking confirmation. The minimum charge period, any call-out fees and any additional charges will be specified by the Company prior to confirmation.

Payment terms will be communicated at the time of booking. The Company may require payment in full in advance, a deposit, or payment upon completion of the Services. Where a deposit is required, the booking is not fully confirmed until the deposit has been received.

The Customer agrees to pay any additional charges incurred due to circumstances not disclosed at the time of booking, including but not limited to extra time required, waiting time, additional labour, extra journeys, long carries from property to vehicle, or the handling of items not originally declared.

Where payment is not made when due, the Company may charge interest on overdue sums in accordance with applicable law and may withhold the release of any Goods until full payment is received. For business Customers, the Company reserves the right to charge interest and recovery costs in accordance with late payment legislation.

Cancellations and Amendments

The Customer may cancel or amend a booking by giving notice to the Company. Any cancellation or amendment will only take effect when acknowledged by the Company.

The Company may apply a cancellation charge depending on the notice period. As a general guideline, cancellations made more than 48 hours before the scheduled start time may not incur a fee, cancellations within 24 to 48 hours may incur a partial charge, and cancellations within 24 hours may be charged in full or subject to a minimum service fee. The specific cancellation terms applicable to your booking will be communicated at the time of booking.

If the Customer is not present or ready to proceed at the agreed time and location, the Company may treat the booking as cancelled and charge a cancellation or waiting fee at its discretion.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including vehicle breakdown, severe weather, traffic restrictions, accidents, staff illness or other operational issues. In such cases, the Company will use reasonable efforts to notify the Customer and arrange an alternative time. The Company will not be liable for any consequential loss resulting from such cancellation or rescheduling.

Delays and Waiting Time

The Company will make reasonable efforts to arrive within the agreed time window, but times are estimates and not guaranteed. The Company is not liable for delays caused by traffic, road closures, weather, parking difficulties, or other circumstances outside its control.

If the driver is required to wait due to the Customer, building management, keyholders or any third party not being ready, waiting time may be charged at the prevailing hourly rate with any minimum increments specified at the time of booking.

Liability for Loss or Damage

The Company will exercise reasonable care and skill in handling and transporting the Goods. However, the Companys liability for loss of or damage to Goods is limited as set out in this section.

The Company will not be liable for any loss or damage arising from faulty or inadequate packing by the Customer, inherent defects in the Goods, normal wear and tear, pre-existing damage, or the dismantling and reassembly of furniture or appliances unless such damage is directly caused by the negligence of the Company.

Fragile items including but not limited to glass, mirrors, artwork, electronics and musical instruments must be adequately protected and packed by the Customer. The Company will not be responsible for internal damage to electrical or mechanical items where there is no external evidence of damage.

Where the Company is found liable for loss of or damage to Goods, its liability will be limited to the reasonable repair or replacement cost of the item, subject to an overall cap per job, as notified by the Company from time to time. The Company will not be liable for any indirect or consequential loss, loss of profits, loss of use, loss of enjoyment, or emotional distress.

The Customer is advised to arrange their own appropriate insurance cover for the full value of their Goods and any special risks associated with the move.

Reporting Loss or Damage

The Customer must inspect the Goods and the property as soon as reasonably possible after completion of the Services. Any visible loss or damage believed to have been caused by the Company must be reported to the driver before departure and confirmed to the Company in writing within a reasonable period.

The Company may request evidence of damage, such as photographs and receipts, and may arrange an inspection of the Goods. Failure to report loss or damage within a reasonable time may affect the Companys ability to investigate the claim and may result in the claim being rejected.

Property Damage

The Company will take reasonable care to avoid damage to property when carrying out the Services. However, the Company will not be liable for damage to premises, fixtures or fittings where such damage arises from the movement of bulky items in confined spaces, where the Customer has asked the Company to proceed despite a foreseeable risk of damage.

The Customer is responsible for protecting floors, walls, lifts and other vulnerable surfaces where necessary. If the driver reasonably considers that moving certain items may cause undue damage or risk to the property or personal safety, the Company may refuse to move those items.

Waste Regulations and Disposal

The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste collection service and will not remove household refuse, builders waste or hazardous materials as part of a standard removal service.

Where the Customer requests the removal and disposal of unwanted items, this must be agreed in advance. Additional charges will apply for disposal services, and the Company may need to assess the nature and quantity of items to ensure compliance with waste regulations.

The Company will not remove or dispose of hazardous waste, including chemicals, paint, gas bottles, asbestos, medical waste or any substances classified as dangerous. The Customer is responsible for arranging appropriate specialist disposal for such items.

Any unlawful tipping, fly-tipping or improper disposal requested by the Customer will be refused. The Customer will be solely responsible for any penalties or claims arising from their own breach of waste regulations.

Events Beyond the Companys Control

The Company will not be liable for any failure to perform, or delay in performing, any of its obligations where such failure or delay is caused by events beyond its reasonable control. These may include, but are not limited to, severe weather, road closures, public transport disruption, accidents, civil disturbance, acts of terrorism, strikes, pandemics, vehicle breakdowns or compliance with legal or regulatory requirements.

Where such events occur, the Company may suspend or adjust the Services and will use reasonable efforts to minimise disruption and rearrange the booking where possible.

Complaints

If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the driver at the time so that attempts can be made to resolve the matter immediately. If it cannot be resolved on site, the Customer should submit a written complaint to the Company as soon as reasonably practicable with full details of the issue.

The Company will investigate complaints in good faith and may request further information from the Customer. Any offer of compensation or remedial action is entirely at the discretion of the Company and in accordance with these Terms and Conditions.

Data Protection and Privacy

The Company will collect and use personal information provided by the Customer only for the purposes of managing bookings, providing the Services, processing payments and communicating with the Customer. Personal data will be handled in accordance with applicable data protection laws.

The Company may retain booking records, invoices and correspondence for a reasonable period for legal, accounting and operational purposes. The Customer has the right to request access to their personal data held by the Company and to request correction of any inaccuracies.

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 parties agree that 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 their subject matter.

Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

Amendments to These Terms

The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication. The Terms and Conditions in force at the time of booking will apply to that booking unless otherwise agreed in writing.

By proceeding with a booking, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.