Terms and Conditions for Man With Van Chelsfield

These Terms and Conditions set out the basis on which Man With Van Chelsfield provides moving, transport, collection, delivery, and related services within the UK. By making a booking, the customer agrees to be bound by these terms. The purpose of this page is to explain the service arrangement clearly, including how bookings are formed, how payments are handled, when cancellations apply, how liability is limited, and how waste is managed in line with applicable UK requirements. These terms apply to all standard and agreed service requests, whether the job is small, single-item transport or a more involved domestic or commercial move.

The words “we”, “us”, and “our” refer to the service provider operating as a man and van service. The words “you” and “customer” refer to the person, business, or organisation placing the booking. These terms should be read carefully before confirming any order. If the customer provides incomplete, inaccurate, or misleading information, we may revise the quotation, alter the planned service, or refuse to proceed where doing so would create a safety, legal, or operational issue.

These terms are intended to work alongside any written quote, booking confirmation, job sheet, invoice, or agreed service specification. If there is any inconsistency, the specific written agreement for that booking will usually take priority, provided it does not conflict with mandatory law. Nothing in these terms affects your rights under applicable UK consumer law where those rights cannot be excluded.

Booking Process

A booking with Chelsfield man with van services is only confirmed once we have accepted the request and, where required, received any deposit or advance payment. A booking may be made by phone, email, message, online form, or any other method we choose to offer. The customer must provide accurate details about the items to be moved, the collection and delivery points, access conditions, parking restrictions, stairs, lifts, time limits, weight, dimensions, and any special handling needs. The quality and accuracy of this information directly affects the price, equipment, and staffing required.

All quotations are based on the information supplied at the time of enquiry. If the actual job differs from the description provided, we may adjust the cost, change the vehicle size, add labour, or reschedule the work if necessary. A quotation is generally an estimate unless clearly stated as a fixed price in writing. We may decline or cancel a booking where the task is unsafe, unlawful, beyond the agreed scope, or not suitable for the vehicle, staff, or equipment allocated.

Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service and must be made in cleared funds by the method we accept at the time of booking. We may require a deposit, part payment, or full prepayment for certain jobs, including longer-distance transport, busy periods, or work requiring advance planning. Any deposit paid may be non-refundable where cancellation occurs outside the agreed cancellation window or where costs have already been incurred.

Prices may include labour, vehicle use, fuel, mileage, and standard transport time, but may not include tolls, congestion charges, parking charges, permits, waiting time, or extra handling unless expressly stated. If additional work is requested on the day, or if the job becomes more complex due to circumstances outside our control, we may issue a revised charge. If payment is not made when due, we reserve the right to charge reasonable recovery costs and interest where permitted by law.

Where a customer pays by card, bank transfer, cash, or another approved method, the payment must be free from chargeback abuse, fraud, or unlawful reversal. Any disputed payment should be raised promptly so that both parties may review the relevant booking details. We may suspend future services until outstanding balances are settled in full.

Cancellations and Changes

The customer may request a cancellation or change to a booking, but any entitlement to refund or rebooking will depend on notice given, the type of service booked, and whether costs have already been incurred. If the customer cancels with reasonable notice, we may offer a refund of any amount paid, less administration costs or non-recoverable expenses where applicable. If a job is cancelled at short notice, after staff or vehicle allocation, or once travel has begun, we may retain part or all of the payment to reflect time, fuel, and lost opportunity.

If the customer needs to change the date, time, access details, volume of goods, or delivery instructions, we will try to accommodate the request, but changes are subject to availability and may affect the price. We are not responsible for delays caused by the customer’s failure to be ready at the agreed time, access problems, incorrect information, or third-party restrictions such as building rules, traffic controls, or parking enforcement. If we arrive and the job cannot proceed for reasons attributable to the customer, a call-out or waiting fee may apply.

We may cancel or pause a booking where the customer breaches these terms, where payment is overdue, where the premises are unsafe, where the item description is materially inaccurate, or where weather, traffic, road closures, mechanical issues, or other events make performance impossible or unreasonable. In such cases, we will usually try to reschedule, but we do not guarantee that a new slot will be available immediately. Our liability for cancellation is limited as described below.

Service Standards and Customer Responsibilities

The customer must ensure that all goods are properly packed, labelled, and ready for loading unless packing has been specifically agreed as part of the service. Fragile, high-value, antique, sentimental, or unusually heavy items should be declared in advance. The customer is responsible for removing hazardous items that cannot be transported lawfully or safely. We may refuse to move goods that are insecurely packed, leaking, contaminated, improperly sealed, or likely to damage the vehicle or other property.

The customer must obtain any required permissions, permits, or access arrangements for collection and delivery points, including parking permission, lift access, keys, security codes, and entry arrangements. If assistance is needed with disassembly, reassembly, or special lifting, this must be agreed before the job begins. Our staff may refuse to attempt any task that could reasonably risk injury, property damage, or breach of law. The customer must supervise children, animals, and vulnerable persons at the property and ensure the area is safe for work to begin.

If the customer or a third party asks us to move goods not previously listed, we may decline or charge extra at our discretion. The final decision about route, loading order, equipment use, and safe handling rests with our team. We may make reasonable judgments about what can be loaded and transported safely, and those decisions are final for operational purposes.

Liability and Limitations

We will exercise reasonable care and skill in performing the service. However, our liability is limited to loss or damage caused directly by our negligence or wilful misconduct, and only to the extent allowed by law. We are not liable for loss or damage arising from inaccurate information supplied by the customer, inadequate packing, inherent weakness in items, pre-existing damage, normal wear and tear, or circumstances beyond our control. This includes damage caused by hidden defects, faulty fixtures, or structural issues at the collection or delivery address.

Where liability is established, our responsibility may be limited to repair, replacement, or a reasonable monetary value, at our discretion and subject to the circumstances. We will not be liable for indirect or consequential loss, including loss of profit, loss of business, missed appointments, or emotional distress, except where liability cannot be excluded by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot lawfully be limited.

The customer must notify us of any alleged damage or loss as soon as reasonably possible and, in any event, within a reasonable time after completion of the job. Where possible, photographic evidence, item descriptions, and relevant paperwork should be provided. We may inspect the goods, packaging, premises, and route conditions before accepting any claim. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

Waste Regulations and Disposal

Where our service includes the removal, transport, or disposal of waste, the customer must ensure that the material is accurately described and legally present for collection. We comply with applicable UK waste handling requirements and expect customers to do the same. Waste may include household items, furniture, packaging, rubble, garden material, or commercial refuse, but some items require special handling, documentation, or licensed facilities. We may refuse any waste load that appears to contain prohibited, hazardous, or unidentified material.

The customer is responsible for telling us whether any item is contaminated, sharp, heavy, odorous, electrical, chemical, or subject to special disposal controls. Certain substances and materials may require advance notice, specific arrangements, or an alternative licensed operator. We do not accept liability for fines, penalties, or enforcement action caused by false declarations, illegal dumping requests, or the customer’s failure to provide complete information. If we suspect that a load is not compliant with waste regulations, we may stop the job immediately.

Any waste transferred for disposal must be handed over in a lawful manner, and the customer may be asked to confirm the nature of the waste. We may retain basic job records, including collection details and disposal information, for compliance and audit purposes. The customer must not ask us to dispose of controlled waste unlawfully, and we will not agree to any arrangement that would breach environmental, transport, or public health rules.

Delays, Force Majeure, and Subcontracting

We are not responsible for delays or failure to perform where caused by events outside our reasonable control, including severe weather, road closures, accidents, traffic disruption, strikes, fuel shortages, civil disruption, illness, emergency incidents, or sudden vehicle failure. In such cases, performance may be postponed, rearranged, or cancelled without liability beyond any refund required by law for services not provided. We will act reasonably to reduce inconvenience, but timing cannot always be guaranteed.

We may use suitably qualified subcontractors or additional personnel to complete part or all of a booking where necessary for operational reasons. Any subcontracted work will remain subject to these terms unless we agree otherwise in writing. We remain responsible for managing the booking, but we are not liable for matters arising from information or instructions provided directly by the customer to a subcontractor without our knowledge.

If a booking involves multiple drops, long waiting times, or unpredictable site access, we may apply a flexible service approach based on safety and practicality. The customer accepts that loading order, route choice, and unloading sequence may need to change if circumstances require it. Our team will always seek to act reasonably and professionally.

Complaints, Data, and Governing Law

If the customer has a complaint, it should be raised promptly so that we can investigate and, where appropriate, offer a fair solution. We may request photographs, invoices, correspondence, and other relevant evidence. Any informal discussion about a complaint does not waive our rights under these terms. If a matter cannot be resolved directly, it may be handled through the courts in accordance with the rules below.

We may process limited personal information to manage bookings, communicate with customers, issue invoices, maintain records, and meet legal obligations. Personal data will be handled in accordance with applicable UK data protection law. We do not sell customer data and will only share information where required to perform the service, comply with the law, or protect our legitimate business interests.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in full force. By booking with Man With Van Chelsfield, the customer confirms that they have read, understood, and agreed to these terms.