Terms and Conditions

Man and Van Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Surrey provides removal, transport and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:

Customer means the individual, business, or organisation that places a booking or uses our services.

Services means any man and van, house move, office move, furniture transport, collection, delivery, loading, unloading, packing assistance or related services provided by us.

Vehicle means any vehicle used by us to provide the services.

Goods means the items, belongings, furniture, equipment or materials that you ask us to move, transport, handle or otherwise deal with as part of the services.

Contract means the agreement between you and us for the provision of services in accordance with these Terms and Conditions.

2. Scope of Services

Man and Van Surrey offers man and van and removal services, including but not limited to local moves, partial and full removals, item collection and delivery, and light commercial transport. The exact scope of each job will be as described in your booking confirmation. Any additional services requested on the day will be subject to vehicle and staff availability and may incur additional charges.

We reserve the right to refuse to carry any goods that we reasonably believe may be unsafe, illegal, hazardous, or likely to cause damage to the vehicle, our staff, other goods, or third party property.

3. Booking Process

All bookings must be made directly with us through our accepted booking channels. We may request detailed information about the job, including addresses, access details, parking arrangements, property type, number of floors, presence of lifts, volume and nature of goods, and any special handling requirements.

Your booking is not confirmed until we have accepted it and provided confirmation. We may do this verbally or in writing, depending on the booking method used. If we provide an estimated time of arrival this is an estimate only and not a guaranteed time.

You are responsible for ensuring that all information you provide to us is accurate and complete. Any changes to your booking details must be notified to us as soon as possible and may result in changes to the price or timing of the services.

We reserve the right to decline or cancel any booking at our discretion, including where we believe the job cannot be carried out safely or lawfully.

4. Quotations and Pricing

Quotations may be provided on an hourly rate basis, a fixed price basis, or a combination of both. Unless specifically stated otherwise, quotations are estimates based on the information you provide at the time of booking and normal access and traffic conditions within our service area.

We may adjust the final price where:

There are additional items, distance, or floors not previously disclosed.

Access is more restricted than described, including long carrying distances from the property to the vehicle.

There are delays outside our control, including waiting for keys, blocked access, or parking difficulties.

Additional services are requested, such as packing, dismantling or reassembling furniture, or extra drop-off locations.

Any minimum charges, call-out fees, congestion or clean air zone charges, tolls, parking fees, and other disbursements will be clearly explained where reasonably known in advance and will be added to the total price.

5. Payments and Invoicing

Unless otherwise agreed in advance, payment for our services is due on completion of the job on the same day. We may require a deposit or full prepayment to secure certain bookings, such as larger removals or peak times.

We accept the payment methods notified to you at the time of booking. Where payment is not made when due, we reserve the right to:

Refuse to start or continue the job.

Retain possession of goods until payment is received in full, where permitted by law.

Charge interest and reasonable administrative costs for late payments.

Any invoice issued must be paid by the due date shown. You are responsible for any bank charges or fees associated with your chosen payment method.

6. Customer Responsibilities

You agree to:

Be present, or ensure a responsible adult is present, at collection and delivery addresses to provide instructions and sign any documentation.

Ensure suitable parking is available as close as reasonably possible to the property at both collection and delivery addresses. Any parking restrictions, permits or charges must be managed and paid by you unless we expressly agree otherwise.

Ensure that the property is accessible, safe, and ready for our team to work, including clear pathways and secure staircases.

Properly pack and protect your goods unless we have expressly agreed to provide packing services. Fragile and valuable items must be appropriately packed and clearly labelled.

Disconnect and defrost domestic appliances in advance, empty contents of drawers and cupboards where appropriate, and secure or remove any loose fittings.

Comply with all applicable laws and regulations relating to the goods and the premises we attend.

7. Changes, Cancellations and Waiting Time

If you wish to change or cancel your booking, you must notify us as early as possible. Cancellations or major changes at short notice may incur charges, which will reflect our reasonable costs and any loss of business.

We may charge a cancellation fee if you cancel on the same day as the scheduled job or after our team has already been dispatched. If our team attends the property and is unable to carry out the work for reasons beyond our control, a call-out or minimum charge may apply.

Where our team is kept waiting due to delays not caused by us, such as waiting for keys, inability to access the property, or unresolved parking issues, we may charge waiting time at our standard hourly rate.

If we need to cancel or reschedule a booking due to operational issues, vehicle breakdown, staff illness, severe weather, safety concerns or any other reason beyond our reasonable control, we will notify you as soon as reasonably practicable and offer a new date or a refund of any prepayments. We will not be liable for any consequential loss arising from such cancellation or rescheduling.

8. Goods Not Accepted for Transport

We do not accept responsibility for the transport of, and may refuse to carry, any of the following:

Explosive, flammable, corrosive, toxic, or otherwise hazardous materials.

Illegal goods or substances.

Cash, jewellery, watches, precious metals, or other high value items.

Important documents such as passports, financial records, securities, or identification documents.

Perishable goods, live plants, or animals.

If we agree, entirely at our discretion, to move such items, this will be strictly at your own risk and subject to any additional terms we may impose.

9. Packing, Loading and Customer Participation

Where you have not booked a packing service, you are responsible for ensuring that all goods are packed safely and suitably for transport. We may decline to move goods that are inadequately packed or present a risk of damage or injury.

Our staff will take reasonable care when loading and unloading goods. You must follow any safety instructions given by our staff. If you choose to assist with loading, unloading, lifting, or carrying, you do so at your own risk and we are not liable for any personal injury or damage arising from your participation.

10. Limits of Liability

We will exercise reasonable care and skill in providing the services. However, our liability is subject to the limitations set out below.

We are not liable for:

Normal wear and tear, minor scuffs or scratches that may occur despite reasonable handling.

Loss or damage arising from your failure to pack goods properly or from inherent defects or fragility of the goods.

Damage to goods where you or a third party have assisted with handling against our advice.

Loss, damage or delay caused by circumstances beyond our reasonable control, including but not limited to traffic, weather, accidents, road closures, acts of third parties, or acts of God.

Any indirect or consequential loss such as loss of profit, loss of use, loss of opportunity, or emotional distress.

Our total liability for loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed the reasonable replacement value of the affected goods, subject to any monetary cap that we may specify in our booking documentation. You are strongly advised to obtain your own insurance cover for the full value of your goods.

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded by law.

11. Claims and Notification of Damage

You must carefully check your goods and the property at the time of delivery or completion of the job. Any visible damage, missing items or property damage should be reported to our team as soon as possible and noted at the time.

Any claim for loss or damage must be notified to us in writing without undue delay and in any event within a reasonable period after completion of the job. You must provide full details of the alleged loss or damage, together with any supporting evidence such as photographs, receipts, or inventories.

Failure to notify us within a reasonable period may affect our ability to investigate and may prejudice your claim. Notwithstanding this, we will always act fairly and reasonably when considering any claim.

12. Access, Property Damage and Parking

You are responsible for assessing whether the goods can be safely moved from and into the relevant properties and rooms, including consideration of doorways, staircases, lifts, corridors, and other access points. We are not responsible for any damage caused where you have insisted that we attempt to move items that are clearly too large or unsuitable for the available access.

We will take reasonable care to avoid damage to floors, walls, and fixtures. However, you should take reasonable precautions such as laying protective coverings where required, particularly in wet or muddy conditions.

You are responsible for securing any necessary parking permissions, permits or dispensations. We are not liable for any parking fines or penalties unless they are directly and solely caused by our negligence. Where we pay a parking fine incurred while performing your job, we reserve the right to recharge this cost to you.

13. Waste Regulations and Prohibited Disposal

We operate in accordance with applicable waste and environmental regulations. We are not a general waste carrier and will not remove or dispose of household or commercial waste unless this has been explicitly agreed in advance and is compliant with the relevant regulations.

You must not place rubbish, hazardous waste, chemicals, paint, gas cylinders, contaminated items, or any other materials that require special handling or disposal among the goods to be moved, unless we have expressly agreed to handle such items and confirmed that we are licensed and able to do so.

Where we agree to remove unwanted items for disposal, you confirm that you are the lawful owner or have the owners permission to dispose of them. Any charges for disposal, recycling or transfer to licensed facilities will be added to the total price.

We reserve the right to refuse to take items that would cause us to breach waste, transport or environmental laws. If you supply items for removal that are discovered to be prohibited, you will be responsible for any costs, fines, or penalties arising.

14. Insurance and Customer Cover

We maintain appropriate insurance for our vehicles and our business operations, as required by law. However, our insurance may not cover the full replacement value of all goods transported.

You are strongly advised to arrange your own insurance to cover loss of or damage to your goods during loading, transit, and unloading, particularly for high value items. We are not responsible for any shortfall between our liability and the full value of your goods.

15. Complaints Procedure

If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so that we have an opportunity to resolve it on the day, where practicable.

If the matter is not resolved to your satisfaction, you may submit a written complaint, providing full details of the issue and any supporting evidence. We will review your complaint, investigate as necessary, and respond within a reasonable time frame. We aim to resolve all complaints fairly and professionally.

16. Data Protection and Privacy

We collect and use personal data such as names, addresses, and contact details for the purpose of managing bookings, providing services, processing payments and meeting legal obligations.

We will treat your personal data in accordance with applicable data protection laws. We will not sell your personal data to third parties. We may share your information with our staff, subcontractors, insurers or professional advisers where reasonably necessary to provide the services or manage our business.

17. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time you make your booking will apply to your contract with us. We recommend that you review these Terms and Conditions periodically for any changes.

18. Severability

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

19. Governing Law and Jurisdiction

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

Both you and we agree that 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 their subject matter.

20. Entire Agreement

These Terms and Conditions, together with any booking confirmation or written agreement we issue, constitute the entire agreement between you and us in relation to the provision of services. You acknowledge that you have not relied on any statement, promise or representation that is not expressly set out in these documents.

By booking or using the services of Man and Van Surrey, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.



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Contact us

Company name: Man and Van Surrey Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 980 Great West Road
Postal code: TW8 9GS
City: London
Country: United Kingdom

Latitude: 51.4833600 Longitude: -0.3270850
E-mail:
[email protected]

Web:
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