Terms and Conditions

Man With a Van White City Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van White City provides removal and related services within the United Kingdom. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions on your own behalf and, where applicable, on behalf of any other persons using the services under your booking.

1. Definitions

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

Customer means the individual or business making a booking for services.

Company means Man With a Van White City, the provider of the services.

Services means removal, collection, delivery, transport, loading, unloading, packing, or related services provided by the Company.

Goods means any items, property, furniture, equipment, boxes or belongings in respect of which the Services are provided.

Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and the details confirmed in the booking.

2. Scope of Services

The Company provides man and van removal and transport services within its operating area, including but not limited to domestic moves, small office moves, item collections and deliveries, and related loading and unloading services. The specific scope of each job, including dates, times, locations, number of operatives, type of vehicle and any additional services, will be agreed at the time of booking and confirmed by the Company.

The Company reserves the right to refuse to move any item which, in its reasonable opinion, is unsafe, illegal, excessively heavy or bulky for the equipment and staff provided, or is likely to cause damage to the vehicle, premises or other goods.

3. Booking Process

3.1 Enquiries and quotations

The Customer may request a quotation by providing accurate information about the nature of the job, including the collection and delivery addresses, access conditions, approximate quantity and type of goods, any special items, and preferred dates and times. Quotations are based on the information supplied and may be revised if that information is incomplete or inaccurate, or if the scope of work changes.

3.2 Making a booking

A booking is considered confirmed only when the Company has accepted the request and provided confirmation of the agreed date, time window, charges and any applicable deposits or terms. The Company may accept bookings subject to availability and reserves the right to decline any booking at its discretion.

3.3 Customer responsibilities at booking

The Customer is responsible for ensuring that all information provided during the booking process is accurate and complete, including access details such as floor levels, lift access, parking arrangements, restricted streets, and any time restrictions. The Customer must also inform the Company in advance of any items requiring special handling, such as fragile goods, high-value items, large appliances, pianos or bulky furniture.

4. Access, Parking and Restrictions

The Customer is responsible for ensuring that adequate access and legal parking are available at both the collection and delivery locations for the duration of the job. This may include arranging parking permits, visitor permits or waivers where necessary, and ensuring driveways or access routes are clear.

Any parking charges, tolls, congestion charges, penalty charge notices or similar costs incurred in the course of providing the Services as a direct result of the Customer not having arranged appropriate parking or having given incomplete information may be added to the final invoice and must be paid by the Customer.

If access is significantly more difficult than described at the time of booking, such as additional flights of stairs, long carries, or obstacles causing delays, the Company may apply additional charges to reflect the extra time and labour required.

5. Customer Responsibilities for Packing and Preparation

Unless specifically agreed as part of a packing service, the Customer is responsible for packing and protecting all Goods suitably for transport. This includes using appropriate boxes, wrapping, padding, and sealing, and ensuring that boxes are of reasonable weight and structural integrity. Fragile items should be clearly marked.

All appliances and equipment must be safely disconnected and drained where applicable, ahead of the scheduled collection time. The Company does not undertake plumbing, electrical disconnection or specialist dismantling unless expressly agreed.

The Customer must ensure that any furniture requiring dismantling has been disassembled in advance, unless dismantling has been booked as part of the Services. The Company may, at its discretion and subject to time constraints, assist with simple dismantling tasks, but does not assume responsibility for reassembly quality or any minor damage arising from dismantling or reassembly.

6. Payment Terms

6.1 Pricing

Charges for the Services may be calculated on an hourly rate, fixed price, or a combination of both, as agreed at the time of booking. The pricing structure will be explained to the Customer before confirmation of the booking.

6.2 Deposits and prepayments

The Company may require a deposit or full prepayment to secure a booking. Any required deposit amount and its due date will be confirmed during the booking process. If the Customer fails to pay the deposit or prepayment by the specified date, the Company may cancel the provisional booking.

6.3 Balance and settlement

Unless agreed otherwise in writing, all charges are payable on completion of the job on the same day. Where fixed price work is agreed, the Customer must pay the agreed total, subject to any additional charges arising from extra work not originally quoted. Where hourly rate work is agreed, time is usually charged from arrival at the collection address until completion at the final delivery address, including any unavoidable waiting time caused by matters outside the Company’s control.

6.4 Late payment

If payment is not made when due, the Company reserves the right to charge interest on the outstanding amount at a reasonable rate, together with any reasonable costs incurred in recovering the debt, including administrative and legal costs.

7. Cancellations and Amendments

7.1 Customer cancellations

If the Customer wishes to cancel or significantly amend a booking, the Customer must notify the Company as soon as possible. The following cancellation terms will normally apply:

Where cancellation is made more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred, less any reasonable administrative costs.

Where cancellation is made within 24 to 48 hours of the scheduled start time, the Company may retain part or all of the deposit to cover lost time and scheduling costs.

Where cancellation is made less than 24 hours before the scheduled start time, the Company may charge up to the full quoted amount, including any minimum charges.

7.2 Amendments

Changes to dates, times, addresses or scope of work are subject to availability and must be agreed with the Company. If the amended booking would have been quoted at a higher price than the original, the Customer will be required to pay the difference. If the scope is reduced, the Company may, at its discretion, adjust the charges but reserves the right to enforce minimum booking durations and charges.

7.3 Company cancellations

In the unlikely event that the Company must cancel or significantly amend a booking due to vehicle breakdown, staff illness, adverse conditions, safety concerns or other circumstances beyond its reasonable control, the Company will use reasonable efforts to offer an alternative time or date. If no suitable alternative can be agreed, any prepayments or deposits for the affected booking will be refunded. The Company will not be liable for any indirect or consequential loss arising from such cancellation.

8. Delays and Waiting Time

The Company will make reasonable efforts to arrive within the agreed time window but cannot guarantee exact arrival times due to traffic, road closures, weather conditions or other factors outside its control. Any estimated arrival or completion time is given in good faith and is not a contractual guarantee.

If delays occur due to circumstances outside the Company’s control, including but not limited to traffic congestion, waiting for keys, waiting for access, or delays caused by the Customer or third parties, such time may be chargeable as part of the booking at the agreed hourly rate or as additional waiting time.

9. Liability for Loss or Damage

9.1 Duty of care

The Company will use reasonable skill and care in handling and transporting the Goods. However, the Customer acknowledges that some risk of minor damage is inherent in removal work, particularly with large or heavy items, and in properties with narrow access, staircases or restricted spaces.

9.2 Exclusions and limitations

The Company will not be liable for loss or damage to:

Items packed by the Customer where damage is caused by inadequate or improper packing.

Items that were already damaged or in poor condition before handling by the Company.

Cash, jewellery, watches, precious metals, stones, important documents or other valuables, unless specifically declared and agreed in writing before the job.

Plants, perishable goods, or items that deteriorate or are affected by temperature or humidity.

The Company’s liability for loss or damage to Goods, where such liability is established, will be limited to the reasonable cost of repair or the current market value of the item, whichever is lower, and in any case subject to a reasonable overall cap per job. The Customer is advised to arrange their own insurance cover for higher-value items or for comprehensive cover.

9.3 Indirect and consequential loss

The Company will not be liable for indirect or consequential losses, including but not limited to loss of profit, loss of opportunity, loss of income, or any costs arising from delays, missed appointments, or inconvenience, except where such loss cannot lawfully be excluded under applicable law.

9.4 Property and access damage

The Customer must notify the Company of any damage to property or premises alleged to have been caused by the Company’s staff as soon as reasonably practicable and in any event within a reasonable period after completion of the job. The Company’s liability for such damage, if established, will be limited to the reasonable cost of repair, subject to normal wear and tear and the pre-existing condition of the property.

10. Waste, Disposal and Regulatory Compliance

10.1 Prohibited items

The Company does not transport hazardous waste, chemicals, illegal substances, flammable or explosive materials, or any items which it reasonably believes may pose a risk to health, safety, property or the environment. The Customer must not present such items for removal or transport.

10.2 Waste removal services

Where the Company agrees to remove unwanted items for disposal, such activity will be carried out in accordance with applicable UK waste and environmental regulations. The Customer confirms that they have the right to dispose of such items and that the items do not include hazardous or controlled waste without prior disclosure and agreement.

Any charges for waste disposal, including recycling or tipping fees, will be clearly indicated where possible and may form part of the overall quotation. Additional charges may apply if the volume or nature of waste presented differs significantly from that described at the time of booking.

10.3 Legal compliance

The Customer agrees not to request or permit the Company to undertake any action that would breach applicable laws or regulations, including those relating to waste transport and disposal, road safety, parking, or the carriage of prohibited items.

11. Insurance

The Company maintains appropriate insurance coverage for its vehicles and operations as required by law. This does not replace or extend to comprehensive contents insurance for the Customer’s Goods. The Customer is encouraged to maintain their own insurance for high-value or particularly fragile items and to notify their insurer of any planned removals or moves where necessary.

12. Complaints and Claims

If the Customer is dissatisfied with any aspect of the Services, the Customer should raise the issue with the Company as soon as possible so that an attempt can be made to resolve the matter promptly. Any claim for loss or damage to Goods or property should be notified to the Company within a reasonable time after the issue is discovered, together with supporting details and evidence where available.

Failure to notify the Company within a reasonable period may affect the ability to investigate the circumstances and could limit any remedy, although this will not invalidate a claim where such limitation would be inconsistent with applicable law.

13. Use of Subcontractors

The Company may, at its discretion, use vetted subcontractors or partner operators to carry out all or part of the Services. In such cases, the Company will remain the main point of contact for the Customer and these Terms and Conditions will continue to apply to the Contract, unless expressly agreed otherwise.

14. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations under the Contract where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, road closures, accidents, vehicle breakdowns, strikes, civil disturbances, or acts of government or public authorities.

15. Data Protection and Privacy

The Company will collect and use the Customer’s personal information only for the purposes of managing bookings, providing the Services, handling payments, and complying with legal obligations. Personal data will be handled in accordance with applicable UK data protection legislation. The Company will not sell the Customer’s personal data to third parties.

16. 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 submit to the exclusive jurisdiction of the courts of England and Wales in relation to any such dispute or claim, except where mandatory provisions of local consumer law provide otherwise.

17. General Provisions

17.1 Entire agreement

These Terms and Conditions, together with the specific details confirmed in the booking, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous understandings or arrangements.

17.2 Variation

No variation of these Terms and Conditions will be effective unless agreed in writing by the Company. Any verbal promises or representations made by the Company or its staff shall not be binding unless confirmed in writing.

17.3 Severability

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

17.4 Non-waiver

Failure or delay by the Company in exercising any right or remedy under these Terms and Conditions does not constitute a waiver of that right or remedy, and no single or partial exercise shall prevent further exercise of that or any other right or remedy.

By confirming a booking with Man With a Van White City, the Customer acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.