Terms and Conditions for Man And Van Surrey

These Terms and Conditions set out the basis on which Man And Van Surrey provides moving, transport, clearance, and related services to customers. By making a booking, confirming an order, or allowing the service to begin, the customer agrees to be bound by these terms. The purpose of these terms is to create a clear understanding of what is included in the service, how bookings are formed, how payments are handled, and what responsibilities each party carries. These terms apply to domestic and commercial jobs unless otherwise agreed in writing.

For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider operating under the Man And Van Surrey name, and references to “you” and “your” mean the customer, their representative, or any person authorised to act on their behalf. These terms should be read alongside any quotation, booking confirmation, job description, or written communication issued before the service begins. If there is any conflict between these terms and a specific written agreement, the specific written agreement will take priority to the extent of that conflict.

We aim to provide a professional man and van service in Surrey and surrounding areas, but the exact scope of each job depends on the information supplied at the time of booking. Customers are responsible for ensuring that all details provided are accurate, complete, and up to date. This includes item descriptions, collection and delivery addresses, access conditions, parking arrangements, timing requirements, and any special handling needs. Failure to provide accurate information may affect the price, timing, vehicle allocation, or feasibility of the job.

1. Booking Process

A booking is normally made after the customer requests a quotation and we confirm availability. A quotation may be based on the details provided and may be revised if the actual service differs from the information originally supplied. A booking is only considered accepted when we have confirmed it in writing, by message, email, or other recorded communication, and where applicable when any required deposit or upfront payment has been received.

When requesting a booking for a man and van in Surrey, the customer must provide sufficient details for us to assess the job properly. This includes the nature and number of items, estimated volume, whether loading and unloading assistance is needed, any stairs, lifts, or narrow access points, and whether there are special risks such as fragile goods, heavy machinery, or time-sensitive deliveries. We may refuse or amend a booking if the information supplied appears incomplete, inaccurate, unsafe, or outside our operational capacity.

We reserve the right to change the vehicle, crew size, route, or arrival window if operational circumstances make this necessary, provided that any material change is communicated to the customer as soon as reasonably possible. Unless otherwise agreed, the customer should ensure that items are ready for collection at the agreed time, properly packed where appropriate, and that any necessary permissions for access, parking, or building entry are in place. Delays caused by poor preparation or restricted access may result in additional charges.

2. Payments and Charges

All prices are quoted in pounds sterling and may be based on hourly rates, fixed prices, mileage, labour, waiting time, or a combination of these factors. Unless expressly stated otherwise, quotations exclude unforeseen costs such as congestion charges, parking fees, tolls, permits, disposal charges, storage fees, or third-party access charges. Where such expenses are incurred during the job, we may add them to the final invoice if they were necessary for performance of the service.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, although deposits, part-payments, or advance payments may be required for larger, higher-risk, or time-sensitive bookings. We accept payment methods as notified in our booking communication. If payment is made by bank transfer, the customer must ensure cleared funds are received by the due date. We are not obliged to release goods, complete unloading, or conclude the job until any outstanding balance is settled in full.

Where the service runs beyond the original estimate due to additional work, waiting time, revised instructions, extra stops, access issues, or delays outside our control, the final price may increase accordingly. Any significant change in price will be explained where practical before the additional work is undertaken. If the customer requests a change in scope after booking, we may recalculate the charge based on the revised requirements. All invoices must be paid without deduction, set-off, or counterclaim unless required by law.

3. Cancellations, Rescheduling, and No-Show Situations

The customer may cancel or reschedule a booking by giving notice as soon as reasonably possible. Because dates, vehicles, and crew time are reserved in advance, cancellations may attract a charge depending on how much notice is provided and whether costs have already been incurred. If a booking is cancelled after work has started, the customer will be liable for the work completed up to the point of cancellation, including any waiting time, travel time, or expenses already incurred.

We may cancel or reschedule a booking where unavoidable circumstances prevent us from performing the service, including vehicle breakdown, severe weather, staff illness, unsafe access, legal restrictions, or events beyond our reasonable control. In such circumstances, we will make reasonable efforts to offer an alternative date or time. We will not be responsible for losses arising from a cancellation or delay caused by events outside our control, provided that we have taken reasonable steps to minimise disruption.

If we arrive at the agreed time and the customer or an authorised representative is unavailable, or if the premises cannot be accessed, or if the job cannot proceed due to the customer’s failure to prepare, we may treat this as a late cancellation or no-show. In these circumstances, we may charge for attendance, waiting, and any reasonable loss of time or fuel. If the customer wishes to rearrange the job, any new booking will be subject to availability and may require a new quotation.

4. Customer Obligations

Customers must ensure that all items presented for transport are lawful to move, appropriately packed, and suitable for loading. We are not responsible for packaging that is inadequate for ordinary handling, unless we have specifically agreed in writing to pack the goods ourselves. The customer should separate items that are not to be moved and should clearly identify any goods requiring special handling. If the customer asks us to transport an item that appears unsafe or prohibited, we may refuse to move it.

The customer is responsible for securing access to the property and obtaining any permissions, permits, or building approvals needed for loading and unloading. This includes notifying landlords, building managers, neighbours, and relevant authorities where necessary. The customer must ensure that the items to be transported are their property or that they have permission from the owner to arrange the service. Any claim that items were moved without authorisation remains the customer’s responsibility unless we had prior written notice to the contrary.

Where the service involves man and van removals, the customer should protect floors, walls, lifts, and communal areas to the extent reasonably required for the premises. We will take reasonable care, but we are not responsible for ordinary wear and tear, pre-existing damage, or damage caused by defective surfaces, unstable furniture, hidden weaknesses, or inadequate packaging. If the customer asks us to move items against our recommendation, this is done at the customer’s risk.

5. Liability and Insurance

We will use reasonable care and skill in providing the service. However, our liability is limited to losses directly caused by our negligence or breach of these terms, and we will not be liable for indirect, consequential, or special losses such as loss of profit, loss of business, loss of data, or loss of opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under law.

For items moved by us, our responsibility is limited to the reasonable value of the item or the cost of repair, subject to any agreed insurance arrangements and the circumstances of the loss. Customers should notify us of particularly valuable, fragile, or irreplaceable items before the service begins. Unless specifically agreed, we do not accept responsibility for hidden defects, pre-existing faults, fragile assemblies, or damage resulting from normal handling of poorly packed items. Customers are advised to arrange additional insurance for high-value goods where appropriate.

We are not liable for damage caused by matters outside our control, including unsuitable packing, items not being properly secured, pre-existing damage, environmental conditions, road conditions, traffic delays, or instructions given by the customer that override our safety advice. If a claim is made, the customer must notify us promptly and provide reasonable evidence of the alleged loss or damage. We may inspect the goods, packaging, and relevant surroundings before accepting or rejecting any claim.

6. Waste Removal and Environmental Compliance

Where the service includes waste collection, disposal, or clearances, the customer must tell us in advance what type of waste is involved. We only accept waste that can lawfully be collected, transported, and transferred to an appropriate disposal or recycling facility. The customer must not present hazardous, illegal, toxic, or restricted materials unless we have expressly agreed in writing and all legal requirements have been met. Examples may include asbestos, chemicals, clinical waste, gas bottles, batteries, oils, solvents, and certain electrical items.

Waste transfer and disposal are handled in accordance with applicable UK waste regulations. The customer agrees that any waste handed over to us is accurately described and has been presented lawfully. Where required, we may issue or retain records relating to waste transfer, recycling, or disposal. The customer must not include items in a clearance that are not intended for disposal without prior agreement. If prohibited materials are discovered, we may refuse to handle them and may charge for attendance, segregation, or additional disposal costs where lawful.

For clearance work under a man and van service, the customer remains responsible for declaring whether items are waste, reusable goods, or mixed loads. If a load contains confidential material, the customer should remove or secure it before collection. We are not responsible for the contents of bags, boxes, or containers unless we were specifically asked to inspect and sort them. Any unlawful or misleading declaration regarding waste may result in cancellation of the job and may be reported to the relevant authority if required by law.

7. Delays, Access, and Force Majeure

Although we will make every reasonable effort to attend on time and complete the booking efficiently, estimated arrival times are approximate unless expressly guaranteed in writing. Delays may occur due to traffic, weather, earlier jobs overrunning, access restrictions, parking problems, or other factors beyond our control. We will try to keep the customer informed where possible, but we do not accept liability for inconvenience or additional losses caused by ordinary operational delays.

If access to the collection or delivery point is restricted, the customer must inform us in advance and ensure that arrangements are suitable for the size and type of vehicle used. If a location becomes inaccessible due to road closures, building restrictions, lift failures, or similar issues, we may adjust the method of service or ask the customer to arrange an alternative access point. Any extra time or labour caused by access problems may be chargeable.

8. Complaints and Disputes

If the customer believes the service has not been provided in accordance with these terms, they should raise the issue as soon as reasonably possible and provide clear details of the concern. We will review the matter fairly and may request photographs, invoices, correspondence, or other evidence. We aim to resolve disputes amicably and proportionately. The customer must give us a reasonable opportunity to investigate and, where appropriate, to remedy any issue before taking further action.

Nothing in this section prevents either party from seeking legal advice or using the courts where necessary. However, both parties agree to attempt to resolve matters through good-faith communication before escalating a dispute. Any claim must be brought within a reasonable time after the event complained of, and in any event within the applicable limitation period prescribed by law.

We may update or revise these Terms and Conditions from time to time. The version in force on the date of booking will normally apply to that booking unless a later written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by either party to enforce a right under these terms does not waive that right in future.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from these terms, subject to any mandatory consumer rights or statutory protections that apply. Nothing in these terms affects your statutory rights as a consumer where the law provides otherwise.

In summary, by booking with Man And Van Surrey, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The customer also confirms that they have authority to arrange the service and that all information supplied is accurate to the best of their knowledge. These terms are intended to support a clear, fair, and professional service relationship for both parties.