Terms and Conditions

Man with Van New Malden Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van New Malden provides removal, transport and related services within its service area. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

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

1.1 Man with Van New Malden, we, us, our refers to the removal and transport service trading under the name Man with Van New Malden.

1.2 You, your, customer refers to the person, firm, or company who requests a quotation, makes a booking, or otherwise uses our services.

1.3 Services refers to removal, transport, loading, unloading, packing, and any ancillary services we agree to provide.

1.4 Goods refers to any items, furniture, personal belongings, equipment, or materials that we move, handle, transport, or store for you.

1.5 Booking refers to any confirmed arrangement between you and us for the provision of services at an agreed time and date.

1.6 Service area refers to the main locations we cover for collection and delivery, including New Malden and surrounding areas, as may be updated by us from time to time.

2. Scope of Services

2.1 Our services generally consist of household removals, flat and house moves, small office relocations, student moves, single-item and multi-item transport, and man and van hire for local and regional journeys.

2.2 We may, at our discretion, agree to provide additional services such as packing, unpacking, furniture assembly or disassembly, or extended travel beyond our usual service area. Any such services will be subject to additional charges, which will be agreed with you in advance where possible.

2.3 We reserve the right to refuse to move any items that, in our reasonable opinion, present a health and safety risk, are prohibited by law, are not suitable for transport, or are inadequately packed or prepared.

3. Booking Process

3.1 You may request a quotation by providing us with details of your move, including addresses, access conditions, approximate inventory, preferred date and time, and any special requirements.

3.2 Quotations are based on the information you provide. It is your responsibility to give accurate and complete details. If the information supplied is incorrect or incomplete, we may revise the quotation or charge additional fees to reflect the actual work involved.

3.3 A booking is only confirmed once we have accepted your request for services and you have agreed to the quoted price and any applicable terms, including any deposit requirements. Verbal, written, or electronic confirmation from us that the booking is accepted will constitute a binding agreement.

3.4 You must ensure that the date, time, addresses, and scope of work recorded in your booking confirmation are correct. Any changes must be notified to us as soon as possible and may result in an amended quotation or rescheduling, subject to availability.

3.5 We may request a deposit to secure your booking. If a deposit is required, your booking will not be finalised until the deposit has been received by us.

4. Prices and Payment

4.1 Prices may be quoted as a fixed price for the job, a minimum charge plus hourly rate, or a combination of both, depending on the nature and duration of the work.

4.2 Our prices may take into account factors such as the size of the vehicle required, number of porters, distance travelled, access conditions, parking requirements, and the volume and type of goods.

4.3 Unless expressly stated otherwise, prices are exclusive of congestion charges, tolls, parking fees, ferry charges, or any other third party charges arising in connection with your move. Such costs will be payable by you in addition to the quoted price.

4.4 You agree to pay for our services in accordance with the payment terms set out in your booking confirmation or otherwise communicated to you. Payment is typically due upon completion of the service, unless we have agreed alternative arrangements in writing.

4.5 We reserve the right to request full or partial payment in advance, particularly for larger moves, long-distance journeys, or services scheduled at peak times.

4.6 If payment is not made when due, we may charge reasonable late payment fees and interest on any outstanding amounts until payment is received in full. You will be responsible for any legal or recovery costs incurred in pursuing late or non-payment.

5. Your Responsibilities

5.1 You must ensure that you are present, or that a responsible adult authorised by you is present, at both the collection and delivery addresses for the duration of the move, unless agreed otherwise in advance.

5.2 You are responsible for obtaining and paying for any parking permits, dispensations, or permissions required for our vehicle to park legally and safely at the collection and delivery addresses.

5.3 You must ensure that there is suitable access for our vehicle and staff, including clear driveways, hallways, staircases, and lifts. If access is restricted or unsuitable, we may charge additional fees for any extra time or labour required or may be unable to complete the job as planned.

5.4 Unless you have requested and paid for a packing service, you are responsible for adequately packing, wrapping, and securing your goods in appropriate containers. Fragile or high-value items should be clearly labelled and packed with appropriate protection.

5.5 You must remove any personal items, valuables, important documents, and perishable goods that you do not wish us to handle. We do not accept liability for loss or damage to items that you are advised to carry personally.

6. Items We Do Not Move

6.1 We do not transport hazardous, illegal, or prohibited items, including but not limited to explosives, flammable liquids, gas cylinders, firearms, illegal drugs, and other items restricted under applicable laws or regulations.

6.2 We may decline to move items of exceptional value such as jewellery, cash, artwork, antiques, or collectible items, unless specifically agreed in advance and adequately insured by you.

6.3 We are not able to transport pets, livestock, or other live animals.

6.4 We may refuse to handle items which, in our reasonable opinion, are too heavy, bulky, unsafe, or inadequately packaged for the conditions of the move.

7. Cancellations and Amendments

7.1 If you need to cancel or amend your booking, you must notify us as soon as reasonably practicable. Cancellations or amendments are only effective when confirmed by us.

7.2 We reserve the right to apply cancellation charges depending on the notice given:

(a) If you cancel more than 7 days before the scheduled move, we will generally not charge a cancellation fee, although any non-refundable third party costs already incurred may still be payable.

(b) If you cancel between 2 and 7 days before the scheduled move, we may charge up to 50 percent of the agreed price.

(c) If you cancel within 48 hours of the scheduled move, or on the day itself, we may charge up to 100 percent of the agreed price.

7.3 If you wish to change the date, time, or scope of the work, we will use reasonable efforts to accommodate your request, subject to availability. Changes may result in a revised quotation or additional charges.

7.4 We reserve the right to cancel or reschedule a booking in the event of circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents, road closures, or other events that make it unsafe or impracticable to carry out the work. In such cases, our liability will be limited to rescheduling the service or refunding any amounts paid for services not yet provided.

8. Liability for Loss or Damage

8.1 We will exercise reasonable care and skill in handling and transporting your goods. However, you acknowledge that the nature of removal work involves a degree of risk, and that minor scuffs, scratches, or wear may occur, particularly with older or pre-damaged items.

8.2 Our liability for loss of or damage to goods, whether caused by negligence, breach of contract, or otherwise, shall be limited to a reasonable sum per item or per job, up to an overall maximum agreed in advance or as required by applicable law.

8.3 We will not be liable for loss or damage resulting from:

(a) Your failure to adequately pack, protect, or label goods, unless we have provided a packing service.

(b) Inherent defects, natural deterioration, or pre-existing damage to goods.

(c) Normal wear and tear, or minor damage that is reasonable in the context of removal work.

(d) Loss of or damage to items of high value, fragile items, or valuables that we have not expressly agreed to transport with special care.

(e) Your failure to secure any required insurance for your goods during the move.

8.4 We will not be liable for any indirect or consequential loss, including loss of profit, loss of use, or loss of opportunity, arising out of or in connection with our services.

8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of the move, providing full details and any supporting evidence. We may not be able to consider claims submitted outside this period.

9. Delays and Time Estimates

9.1 Any collection or delivery times we provide are estimates only and are not guaranteed, unless expressly agreed in writing as a timed service.

9.2 We will not be liable for delays or failure to complete the move within estimated times where such delay or failure is caused by circumstances beyond our reasonable control, including traffic, road conditions, accidents, adverse weather, or delays caused by you or by third parties.

9.3 If delays occur due to factors within your control, such as lack of access, waiting for keys, or incomplete packing, we may charge additional fees for waiting time or extra labour, based on our standard hourly rates.

10. Waste and Disposal Regulations

10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will only remove items as part of an agreed removal service.

10.2 We will not transport or dispose of household rubbish, construction debris, hazardous waste, or other controlled waste unless specifically agreed and lawful arrangements have been made. Additional charges will apply for any waste removal services that we agree to undertake.

10.3 You are responsible for ensuring that any items presented to us for disposal are lawful to transport and dispose of, and that you have the right to authorise their removal.

10.4 Where we agree to take items to a recycling centre or other disposal site on your behalf, we do so as your agent. You remain responsible for any charges imposed by the facility and for compliance with any relevant requirements.

11. Insurance

11.1 We maintain appropriate insurance cover for our business operations in line with industry practice and applicable legal requirements.

11.2 It is your responsibility to ensure that your own contents or goods insurance policies provide adequate cover for your belongings during removal and transit. You should check with your insurer before the move.

11.3 We strongly recommend that you obtain suitable additional insurance if you have items of high value or particular concern, or if you wish to insure against risks beyond our standard liability.

12. Complaints and Disputes

12.1 If you have any concerns or complaints about our services, you should raise them with us as soon as possible, ideally on the day of the move, so that we have an opportunity to address them promptly.

12.2 If a complaint is not resolved to your satisfaction at the time, you may submit a written complaint providing full details of the issue. We will investigate and respond within a reasonable timeframe.

12.3 We aim to resolve disputes amicably wherever possible. If a dispute cannot be resolved through our internal process, either party may seek to resolve the matter through alternative dispute resolution or the courts, as appropriate.

13. Privacy and Data Protection

13.1 We will collect and process personal information about you only to the extent necessary to provide our services, manage bookings, handle payments, and communicate with you.

13.2 We will take reasonable steps to protect your personal data and will not sell or share it with third parties except where required to deliver the services or comply with legal obligations.

13.3 By using our services, you consent to the processing of your personal information in accordance with applicable UK data protection laws.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with our services, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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 the provision of our services.

15. General Provisions

15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

15.2 Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

15.3 We may update or amend these Terms and Conditions from time to time. The version applicable to your booking will be the version in force at the time your booking is confirmed.

15.4 These Terms and Conditions constitute the entire agreement between you and us in relation to the services provided and supersede any prior agreements, understandings, or representations, whether oral or written.