Terms and Conditions for Man And Van Surrey

These Terms and Conditions set out the basis on which Man And Van Surrey provides removal, transport, loading, unloading, and related services to customers. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. References to we, us, and our mean the service provider operating under the Man And Van Surrey name, and references to you or the customer mean the person booking or receiving the service. These terms are intended to create a clear and fair agreement for standard moving and transport work, with particular attention to booking arrangements, payment, cancellations, responsibility, and legal compliance.

Our services are provided on a practical and flexible basis, but all work remains subject to availability, access conditions, item descriptions, and lawful use. Man and van services often involve time-sensitive work, so accurate information from the customer is essential. If the customer provides incomplete or incorrect details, the service may need to be amended, delayed, or cancelled, and additional charges may apply where reasonable. We reserve the right to refuse or stop a job where the requested work is unsafe, unlawful, or outside the agreed scope.

These terms apply to all bookings unless we agree otherwise in writing. They should be read alongside any quotation, job confirmation, or written estimate issued before the service is carried out. In the event of a conflict, any specific written confirmation for the booking will take precedence over these general terms to the extent of the inconsistency. This document does not affect your statutory rights.

Booking Process

A booking is only confirmed when we have accepted the request and, where required, received any deposit or advance payment. The customer must provide accurate details at the time of booking, including the collection and delivery addresses, the nature and quantity of items, floor levels, parking limitations, access restrictions, and any need for additional labour or equipment. The more precise the information, the more accurate the quotation and schedule will be. Man And Van Surrey may issue an estimate based on the information supplied, but if the job differs in practice, the price may be adjusted fairly to reflect the actual work involved.

We may require the customer to confirm the booking in writing or by another recorded method. The customer is responsible for checking the booking details immediately upon receipt. If any information is incorrect, the customer must notify us as soon as possible. Failure to correct inaccurate details before the service date may result in delays, revised prices, or inability to complete the work as planned.

The service may be provided on an hourly, fixed-price, or itemised basis, depending on the nature of the job. Any quoted completion time is an estimate only unless we have expressly agreed a fixed timeframe in writing. Traffic, weather, building access, customer availability, lift availability, congestion, and parking can all affect timings. We will make reasonable efforts to arrive at the agreed time, but we cannot guarantee punctuality in all circumstances.

Payments and Charges

Unless otherwise agreed, payment is due on completion of the service on the same day. We may accept card, bank transfer, cash, or other approved methods, but acceptance of a method of payment is not guaranteed and may vary by booking. Where a deposit is requested, the booking may not be secured until the deposit has cleared. Any deposit may be non-refundable if the customer cancels outside the permitted cancellation period or if we incur costs in preparation for the job.

All prices are stated in pounds sterling unless specified otherwise. Quotes may be based on estimated labour time, vehicle use, mileage, congestion, waiting time, dismantling, reassembly, stairs, and any special handling requirements. If the customer requests additional items, extra journeys, longer waiting periods, or work beyond the agreed scope, additional charges may apply. This is especially relevant to van hire with driver or removal van services, where time and labour can change during the job.

Unless agreed in writing, quotes do not include parking charges, tolls, congestion-related costs, ULEZ-type charges, storage fees, disposal fees, or third-party charges. If any such costs are incurred in connection with the service, the customer will be responsible for reimbursing us where those costs arise from the booking or the customer???s instructions. We may suspend or withhold delivery of goods, where lawful, until outstanding sums are paid in full.

Cancellations and Amendments

The customer may cancel or amend a booking, but notice must be given as early as possible. If cancellation occurs after the booking has been scheduled, we may charge a reasonable cancellation fee to reflect lost time, administrative costs, vehicle allocation, staff commitments, and any expenses already incurred. If a cancellation is made very close to the service date or after our team has already attended the site, a larger proportion of the agreed charge may be payable. Any deposit may be retained to the extent necessary to cover reasonable losses.

We may cancel or reschedule a booking where circumstances beyond our control make performance impractical or unsafe. These circumstances may include severe traffic disruption, adverse weather, vehicle failure, illness, access refusal, incomplete address details, unsafe parking, or any event that makes the service impossible or illegal to perform. In such cases, we will seek to offer a new date or alternative arrangement where reasonable. We will not be responsible for consequential losses arising from cancellation where no fault lies with us.

Where the customer changes the scope of work on the day, including adding items, changing addresses, or increasing labour requirements, we may revise the price and timing accordingly. If the revised job is not accepted by the customer, we may treat the booking as cancelled and charge for any work already undertaken or time reserved. Man and van Surrey services depend on timely cooperation from the customer, including readiness of items and access to premises.

Liability and Customer Responsibilities

We will take reasonable care when handling items, loading vehicles, and carrying out the service. However, liability is limited to losses directly caused by our proven negligence or breach of contract. We are not liable for indirect loss, loss of profit, loss of opportunity, sentimental value, or any business-related loss unless required by law. If we are responsible for damage to an item, our liability may be limited to repair, replacement, or the fair market value of the item at the time of the incident, whichever is lower and reasonable in the circumstances.

The customer must ensure that all items are properly packed, secured, and suitable for transport unless we have expressly agreed to provide packing or protection services. Fragile, valuable, antique, electrical, or irreplaceable items should be declared before the booking is confirmed. The customer should also remove loose contents from drawers, secure glass, and disclose any hidden defects, oversize weight, or difficult handling requirements. We are not responsible for damage caused by inadequate packing, pre-existing weakness, concealed damage, or unsuitable item condition.

The customer remains responsible for ensuring lawful and safe access at both collection and delivery points. This includes arranging parking where necessary, providing access codes or keys, and ensuring that the premises can accommodate the job. If access is delayed or obstructed, we may charge waiting time or additional labour. Where the customer or any third party assists with moving items, that assistance is provided at their own risk unless we expressly supervise it. The customer must not ask us to move items that are unsafe, prohibited, or likely to cause injury or property damage.

Waste Regulations and Prohibited Items

If the service includes removal of unwanted items or waste, the customer confirms that the waste is accurately described and lawfully presented for collection. We do not operate as an illegal waste carrier, and any waste handling must comply with applicable UK waste regulations. The customer must not place us in a position where we are asked to dispose of controlled, hazardous, or restricted materials without prior written agreement and proper legal arrangements. We may request information about the nature of the waste before accepting the booking.

The customer is responsible for separating and identifying waste types where required by law. Items such as asbestos, paint, chemicals, oils, gas bottles, medical waste, batteries, tyres, solvents, and other hazardous substances may require specialist disposal and may be refused. If such materials are discovered during the job and were not disclosed in advance, we may stop the work, charge for time already spent, and require the customer to make alternative arrangements. Man And Van Surrey may also refuse items that are contaminated, leaking, excessively heavy, or unsafe to transport.

Where waste is collected as part of the job, the customer warrants that they have the right to authorise its removal and that the waste does not include stolen, prohibited, or illegally dumped items. We reserve the right to request evidence of ownership or authorisation where appropriate. Any disposal fees, recycling charges, or site fees will be chargeable to the customer unless expressly included in the quotation. The customer agrees to indemnify us against losses arising from false descriptions, unlawful waste transfer, or breach of environmental obligations caused by the customer???s instructions.

Insurance, Claims, and Loss Reporting

We may maintain appropriate business insurance, but insurance is not a guarantee of compensation in every circumstance. The customer should consider whether their own home, contents, travel, or business insurance provides additional protection for high-value goods or business equipment. Any claim for loss or damage must be reported as soon as reasonably possible, and in any event within a reasonable time after the service is completed. Failure to notify us promptly may affect our ability to investigate the matter properly.

The customer must allow us a fair opportunity to inspect the item, assess the issue, and seek supporting information. Photographs, proof of purchase, and any relevant documentation may be required. We are not liable for damage that results from pre-existing faults, normal wear and tear, inadequate packaging, overloading by the customer, or instructions given against our advice. Where loss or damage is established, our remedy may be limited to the cost of repair or the fair replacement value, subject to any legal limits that apply.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where a part of these terms is found unenforceable, the remainder will continue in full force. We will act reasonably in assessing any complaint or claim and will seek a fair resolution based on the facts and the applicable law.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, unless the law requires otherwise. If any dispute arises, both parties agree to act reasonably and to attempt an informal resolution before pursuing formal proceedings where appropriate.

These terms are designed to provide a clear legal framework for Man And Van Surrey and its customers, while keeping the service straightforward and practical. By booking with us, the customer acknowledges that the success of the job depends on accurate information, lawful instructions, reasonable access, and timely payment. We aim to deliver a reliable man and van service with professional standards, but the customer also has responsibilities to ensure that the booking is prepared correctly and that the job can be completed safely and lawfully.

All rights not expressly granted are reserved. Any waiver of a term must be in writing and will apply only to the specific instance stated. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999. These terms may be updated from time to time, but the version in force at the time of booking will normally apply to that booking.