Terms and Conditions

Man and Van Acton Terms and Conditions of Service

These Terms and Conditions set out the basis on which Man and Van Acton provides man and van, removals, collections, deliveries, and related services. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given:

Customer means the individual or business who requests and pays for the services.

We, Us, Our means Man and Van Acton, the provider of the services.

Services means any man and van, removal, collection, delivery, loading, unloading, packing, or related services that we provide.

Goods means the items that you ask us to move, transport, or handle.

Booking means a confirmed request for services, including the agreed date, time, locations, and price.

2. Scope of Services

We provide man and van and removal services for household, office, and commercial customers. Services may include loading, transportation, unloading, and where agreed, assistance with packing and unpacking.

We operate primarily in Acton and surrounding areas, but we may also serve other locations as agreed at the time of booking.

The specific services to be provided will be confirmed at the time of booking, including the type and size of vehicle, number of helpers, and estimated time required.

3. Booking Process

3.1 All services must be booked in advance. You must provide accurate information about:

The collection and delivery addresses.

The nature, quantity, and approximate value of the goods.

Access conditions at both collection and delivery points, including stairs, lifts, parking restrictions, and any special access requirements.

The preferred date and time for the service.

3.2 Quotes are usually provided based on the information you supply. If the information is incomplete or inaccurate, we reserve the right to amend the quote or charge additional fees on the day of the service.

3.3 Your booking is only confirmed once we have accepted it and you have agreed to these Terms and Conditions. We may require a deposit to secure the booking, which will be communicated at the time of reservation.

3.4 We reserve the right to refuse or cancel any booking where we believe the job may be unsafe, unlawful, or beyond our operational capacity.

4. Customer Responsibilities

4.1 You are responsible for ensuring:

That you have the legal right to move the goods.

That goods are properly packed, secured, and ready for transport, unless packing services have been agreed.

That all fragile or high-value items are clearly labelled and brought to our attention.

4.2 You must ensure safe and reasonable access at both collection and delivery addresses. This includes arranging necessary parking, permits, and authorisations. Any parking charges, fines, or penalties incurred as a result of inadequate arrangements by you may be added to your final invoice.

4.3 You or your authorised representative must be present during collection and delivery to guide our team and check that all goods are loaded and unloaded. We are not responsible for items left behind if you or your representative fail to check the premises.

4.4 You must not request our staff to undertake any action that is unsafe, illegal, or likely to cause damage to property or vehicles.

5. Items We Do Not Move

5.1 We do not move the following items:

Illegal substances or items.

Weapons, explosives, or hazardous materials including gas cylinders, flammable liquids, chemicals, or asbestos.

Perishable goods requiring controlled conditions.

Animals, live plants in poor condition, or items that may cause infestation.

5.2 If prohibited items are included without our knowledge, we shall have no liability for any loss, damage, or legal consequences arising from such items. We may remove, destroy, or dispose of such items at your cost.

6. Payments and Charges

6.1 Charges are usually based on hourly rates, fixed quotes, or a combination, as specified at the time of booking. Minimum charges may apply.

6.2 You agree to pay for any additional time, labour, or services that become necessary on the day of the move, including:

Waiting time due to delays outside our control.

Extra labour required due to inaccurate information regarding access or the volume of goods.

Extended travel due to changes in addresses or additional stops requested by you.

6.3 Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing:

Private customers are required to pay in full on completion of the service.

Business customers may be offered account terms by prior agreement.

6.4 We accept standard payment methods as advised during booking. Cash payments should be handed directly to our driver or representative and you should obtain a receipt.

6.5 All prices are exclusive of any applicable taxes or charges that may be imposed by law, which will be added to the final amount where relevant.

7. Cancellations and Amendments

7.1 You may cancel or amend a booking, subject to the following conditions:

If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refundable at our discretion.

If you cancel less than 48 hours but more than 24 hours before the scheduled start time, we may retain part or all of your deposit or charge a cancellation fee.

If you cancel less than 24 hours before the scheduled start time, we reserve the right to charge up to 100 percent of the quoted price.

7.2 Any change in date, time, or scope of the job is subject to availability and may affect the price. If we cannot accommodate your requested change and you choose to cancel, the cancellation terms above will apply.

7.3 We may cancel or postpone a booking due to circumstances beyond our control, including but not limited to severe weather, breakdowns, accidents, illness, or other force majeure events. In such cases, we will aim to reschedule the service as soon as reasonably possible. Our liability will be limited to refunding any deposit or prepayment you have made for the affected booking.

8. Access, Parking, and Delays

8.1 You are responsible for providing accurate information regarding access and parking at all relevant locations. If access is more difficult than advised, additional charges may apply for extra time, labour, or equipment required.

8.2 If our vehicle cannot park reasonably close to the property, resulting in longer carrying distances or use of alternative equipment, we may charge extra for the additional time and effort.

8.3 We are not liable for delays caused by factors outside our reasonable control, including traffic, road closures, accidents, or restrictions imposed by building management or local authorities.

9. Liability for Loss or Damage

9.1 We will take reasonable care in handling and transporting your goods. However, our liability is limited as set out in this section.

9.2 We are not liable for:

Loss or damage resulting from your failure to properly pack or protect items, unless we have provided packing services.

Damage to goods where it is not possible to transport them without risk of damage and you have been advised of this in advance.

Damage to items with pre-existing defects, wear and tear, or inherent vice.

Loss of or damage to jewellery, watches, precious stones, money, important documents, or items of sentimental value, unless specifically declared and agreed in writing beforehand.

9.3 If we are found liable for loss of or damage to your goods, our liability will normally be limited to the reasonable cost of repair or replacement, subject to a reasonable maximum per item and per job, unless otherwise agreed in writing.

9.4 We are not liable for indirect or consequential losses, including loss of profit, loss of income, loss of opportunity, or distress arising from delays, damage, or loss of goods.

9.5 You must notify us in writing of any apparent loss or damage as soon as reasonably possible and in any event within 7 days of the service. We may inspect the items and premises before any settlement is considered.

10. Damage to Property

10.1 We will take reasonable care to avoid damage to property during loading, unloading, and moving items through buildings.

10.2 We are not responsible for damage:

To walls, floors, ceilings, doors, or fixtures where goods are too large to be moved safely through normal access routes and you have asked us to proceed anyway.

Resulting from poor construction, brittle or weakened materials, or pre-existing structural issues.

10.3 Any claim for damage to property must be reported to our team on the day of the move and confirmed in writing within 7 days.

11. Waste, Disposal, and Regulations

11.1 We are not a general refuse collection contractor. Any disposal or removal of waste materials must be agreed in advance and may be subject to additional charges.

11.2 We will only handle and transport waste or unwanted items in accordance with applicable waste management and environmental regulations. Certain items may require specialist disposal and we may refuse to remove such items.

11.3 Where we agree to remove items for disposal, you confirm that you have the right to dispose of them and that they do not include hazardous or prohibited materials.

11.4 Fly-tipping or unlawful disposal is strictly prohibited. We reserve the right to refuse any request that might breach waste regulations or local authority requirements.

12. Insurance

12.1 We maintain appropriate insurance cover for our business activities as required by law and good industry practice.

12.2 It is your responsibility to ensure that your goods are adequately insured for the duration of the move. We strongly recommend that you arrange suitable contents or removals insurance, particularly for high-value items.

13. Complaints

13.1 If you are unhappy with any aspect of our service, you should raise the issue with our team as soon as possible so that we have an opportunity to resolve it promptly.

13.2 If the matter is not resolved on the day, you may submit a written complaint, providing full details of the issue, any supporting evidence, and the outcome you are seeking. We will aim to respond within a reasonable timeframe.

14. Data Protection and Privacy

14.1 We collect and process personal data necessary to manage bookings, deliver services, and comply with legal obligations.

14.2 We will not sell your personal information to third parties. Your data may be shared with staff or contractors solely to deliver the agreed services or meet legal requirements.

14.3 By using our services, you consent to the collection and use of your personal information as described in this clause.

15. Health and Safety

15.1 We are committed to operating in a safe manner. Our staff may refuse to carry out any activity that they consider unsafe or likely to cause injury or damage.

15.2 You must ensure that the working environment is reasonably safe and that our team is informed of any known risks at the property.

16. Force Majeure

16.1 We will not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to extreme weather, traffic disruption, strikes, accidents, or civil disturbance.

17. Variation of Terms

17.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.

17.2 Any variation to these Terms and Conditions must be agreed in writing by us.

18. Governing Law and Jurisdiction

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

18.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of our services.

19. Severability

19.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

20. Entire Agreement

20.1 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and us regarding the services and supersede all previous understandings, communications, or agreements.

By making a booking with Man and Van Acton, you confirm that you have read, understood, and agree to these Terms and Conditions.