Man With A Van Epsom Terms and Conditions
These Terms and Conditions set out the basis on which Man With A Van Epsom provides domestic and commercial transport services, including removals, item collection, furniture movement, and related loading or unloading assistance. By making a booking, requesting a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are intended to create a clear, fair, and practical agreement between the customer and the service provider. For the avoidance of doubt, these terms apply to all bookings unless a separate written agreement has been signed.
The service may be suitable for single-item transport, partial loads, small relocations, office moves, and other pre-agreed carriage work. The exact scope of each booking depends on the information supplied by the customer at the time of enquiry and on any later confirmation issued by the provider. The customer must ensure that all details are accurate, including item descriptions, access conditions, collection and delivery points, parking arrangements, and any special handling requirements.
These terms should be read carefully before confirming a booking. They include provisions regarding the booking process, payment, cancellations, liability, waste handling, and the law governing the agreement. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
1. Booking Process
A booking with Man With A Van Epsom is usually made following a request for a quote or service estimate. The customer should provide complete and accurate details, including the nature and quantity of items, the number of floors involved, whether lifting equipment is needed, and any access restrictions such as narrow streets, staircases, lifts, or parking limitations. The quote offered will be based on the information provided and may be revised if the actual job differs materially from the description given.
A booking is only confirmed when the provider has accepted the request and, where relevant, received any required deposit or written confirmation. The provider may decline a booking at its discretion, particularly where the load is unsafe, unlawful, outside the vehicle capacity, or likely to exceed the time or resources originally stated. The customer is responsible for checking the booking details immediately after confirmation and notifying the provider of any errors or omissions.
If the customer changes the booking after confirmation, the provider may adjust the price, timing, vehicle size, crew requirements, or service conditions accordingly. This includes changes to dates, addresses, item lists, or collection and delivery instructions. The provider will make reasonable efforts to accommodate changes, but availability cannot be guaranteed. Where a change results in a significant alteration to the agreed service, the provider may treat the original booking as cancelled and require a new booking.
2. Payments and Charges
Unless otherwise agreed in writing, payment is due on completion of the service. The provider may request a deposit, part-payment, or full prepayment to secure a booking, especially for larger jobs, weekend work, or services requiring specific scheduling. Any deposit taken may be non-refundable where this has been made clear in advance and where the provider has reserved time, crew, or equipment for the job.
The price quoted will normally cover the agreed service only. Extra charges may apply if the actual work involves additional waiting time, unexpected multiple trips, extra carrying distance, difficult access, parking or congestion issues, additional labour, or the transport of items not previously disclosed. Where possible, the customer will be informed before additional charges are incurred. If the customer declines the additional charge, the provider may suspend or terminate the service and charge for the work already completed.
All fees are stated in pounds sterling unless otherwise indicated. Payments may be accepted by cash, bank transfer, card, or other approved means, depending on the booking arrangement. The customer must ensure that payment is made in full and that any bank charges, transfer delays, or card authorisations do not reduce the amount received by the provider. The provider reserves the right to charge interest on overdue sums in accordance with applicable law and may recover reasonable collection costs where permitted.
3. Cancellations, Delays and Missed Appointments
If the customer wishes to cancel a booking, notice should be given as early as possible. Cancellation terms may vary depending on the type of booking, the amount of notice given, and whether any deposit or non-refundable reservation fee has been paid. Where a booking is cancelled after the provider has committed time and resources, a cancellation charge may apply to reflect lost opportunity and administrative costs.
The provider may cancel or postpone a booking if circumstances beyond its reasonable control make performance impossible or unsafe. Such circumstances may include vehicle breakdown, severe weather, road closures, accidents, illness, staff shortages, or legal restrictions. In these cases, the provider will make reasonable efforts to offer an alternative time. The provider will not be liable for delays caused by events outside its control, provided that reasonable steps have been taken to minimise disruption.
If the customer is not present at the agreed time and place, or if access is not available, the provider may charge waiting time, abortive visit fees, or additional travel costs. A booking may also be treated as cancelled if the customer fails to provide the necessary instructions, keys, permits, access codes, or payment. Repeated postponement or unreasonable delay may result in the booking being withdrawn without further obligation.
4. Customer Responsibilities
The customer must ensure that all goods presented for transport are adequately packed, protected, and ready for handling unless the provider has expressly agreed to supply packing materials or packing assistance. Fragile items, loose components, and valuables should be clearly identified. The customer should also remove or secure any detachable parts, fuel, batteries, or hazardous contents where relevant and lawful to do so.
It is the customer’s responsibility to disclose any item that is particularly heavy, awkward, valuable, hazardous, fragile, or of unusual shape. The provider may refuse to handle items that are unsafe, illegal, or likely to cause damage to property, people, or the vehicle. The customer must also ensure that the premises from which the items are collected and delivered are safe and accessible and that any necessary permissions are in place.
The customer warrants that they have the right to instruct the transport of all items in the booking. The provider is entitled to rely on the customer’s instructions and is not required to verify ownership unless there is a reasonable cause for concern. If any goods are subject to third-party rights, legal restrictions, or dispute, the customer must notify the provider before transport begins.
5. Liability and Insurance
The provider will take reasonable care in carrying out the service and handling goods, but liability is limited to the extent permitted by law. The provider is not responsible for pre-existing damage, inadequate packing, hidden defects, inherent weakness in the item, or damage arising from the customer’s own instructions. Any claim for damage must be reported as soon as reasonably possible and, where practical, before the goods are removed from the delivery point.
Where the provider is found legally responsible for loss or damage, liability will generally be limited to the lower of the direct loss suffered or the value of the item concerned, subject to any applicable insurance terms and exclusions. The provider does not accept liability for indirect or consequential loss, including loss of profit, missed appointments, business interruption, or emotional distress, except where such exclusion is prohibited by law.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. The customer is encouraged to arrange appropriate insurance for items of exceptional value or sentimental importance, and to notify the provider in advance where such items are included in the booking. Any agreed handling of high-value goods may require additional terms and may be refused if the risk is deemed excessive.
6. Waste Regulations and Prohibited Items
The service must not be used to dispose of waste unlawfully. If the booking involves removal of unwanted items, the customer must state clearly whether the load contains reusable goods, general household waste, or materials requiring special treatment. The provider will only transport waste where it is lawful to do so and where the relevant arrangements comply with UK waste regulations.
The customer confirms that any waste or unwanted items handed over for transport are described truthfully and are not contaminated by hazardous substances unless this has been explicitly disclosed and accepted in writing. Items such as chemicals, asbestos, clinical waste, oils, gas cylinders, explosives, toxic materials, and other regulated substances may be refused. The provider may also refuse items that are damp, leaking, infested, or likely to contaminate the vehicle or other property.
Where waste is accepted, the customer may be required to provide additional information to support lawful disposal, including the nature of the waste and the source of the material. The provider may engage licensed third parties or use approved disposal facilities as appropriate. The customer agrees not to request any action that would breach waste duty of care obligations or environmental law.
7. Conduct During the Service
The customer and any persons acting on their behalf must behave in a reasonable and cooperative manner throughout the service. Abuse, threats, discrimination, harassment, or obstruction of the work may result in immediate suspension or termination of the booking. The provider’s staff or subcontractors may refuse to proceed where they believe their safety, property, or legal compliance is at risk.
If the customer requests assistance beyond the originally agreed scope, the provider may decline where the request is unsafe or impractical. Any additional work agreed on the day may be chargeable. The customer must ensure that children, pets, and bystanders are kept clear of loading areas where reasonably practicable and that pathways, stairwells, and entry points are free from avoidable hazards.
Where the service requires the movement of furniture or goods through shared areas, lifts, or communal spaces, the customer should ensure compliance with building rules and obtain any necessary permissions in advance. The provider will not be responsible for delays or extra charges caused by building restrictions, refusal of entry, or failure to secure prior approval from management, landlords, neighbours, or relevant authorities.
8. Complaints and Claims
If the customer has a complaint about the service, they should raise it promptly and provide reasonable details of the issue. The provider may request photographs, descriptions, invoices, or other evidence to assess the matter. Early notification helps both parties understand what has happened and whether any remedial action is possible.
Claims for loss or damage should be made within a reasonable period after completion of the service and in any event as soon as practicable after discovery. Failure to allow the provider an opportunity to inspect the item, delivery point, or relevant circumstances may affect the outcome of a claim. The provider will consider each complaint fairly and in accordance with these terms and any legal obligations.
Where a complaint is upheld, the provider may, at its discretion and subject to law, offer repair, replacement, partial refund, or other appropriate remedy. Any resolution will be limited to the direct issue complained of and will not extend to unrelated losses or broader compensation unless required by law or expressly agreed in writing.
9. Data, Notices and General Provisions
Any personal data supplied in connection with a booking will be processed only for legitimate business purposes, such as arranging the service, invoicing, handling queries, and meeting legal obligations. The provider will take reasonable steps to keep information secure and to use it only for lawful and necessary purposes. Further information may be set out in a separate privacy notice where applicable.
Any notice given under these terms should be made in a clear and understandable form. The provider may rely on the contact details supplied by the customer at the time of booking until updated information is provided. If a communication is sent to an incorrect or outdated address, email, or phone number because the customer failed to update their details, the provider will not be responsible for any resulting delay or failure to receive it.
These terms, together with the confirmed booking details and any written amendments, form the entire agreement between the parties regarding the service. No statement made before booking that is not included in the final agreement will have contractual effect unless required by law. A waiver of any right on one occasion does not prevent the provider from enforcing that right later.
10. Governing Law
These Terms and Conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If a customer is located outside England and Wales, these terms will still apply to the extent permitted by the relevant law and any compulsory local rules.
The provider may update these terms from time to time to reflect changes in law, business practices, or service structure. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. Customers are encouraged to review the terms each time they make a new request so that expectations remain clear and consistent.
By proceeding with a booking for Man With A Van Epsom, the customer confirms that they have read, understood, and accepted these terms. If any point remains unclear, the customer should seek clarification before the service starts. Once the booking is confirmed, these terms will apply to the full extent allowed by law.