Terms and Conditions

Man and Van Ruislip Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Ruislip provides removal, delivery and related services within its service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before you make a booking.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual, company or organisation booking or using our services.

We, Us, Our means Man and Van Ruislip, the provider of the services described in these Terms and Conditions.

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

Goods means the items and property that we are requested to transport, move, load, unload or otherwise handle.

Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any booking confirmation.

Scope of Services

We provide man and van and removal services within our normal operating area, with journeys to and from other locations as agreed at the time of booking. The specific services to be provided will be set out in our quotation or booking confirmation.

Our services may include, subject to prior agreement, loading and unloading, internal moves, small removals, single item transport, and light commercial moves. Any additional services not expressly agreed at the time of booking may be subject to further charges and availability.

Booking Process

All bookings must be made directly with us. A booking is only provisional until it has been confirmed by us. We reserve the right to accept or decline any booking at our discretion.

When making a booking, you must provide accurate and complete information, including but not limited to collection and delivery addresses, access conditions, property type, number of floors, parking availability, the nature and approximate volume of goods, and any special handling requirements.

We will issue a quotation or price indication based on the information you provide. This quotation may be given as an hourly rate, a fixed price, or a combination depending on the type of work. Any quotation is made on the assumption that the information supplied by you is accurate and that the work can be carried out under normal access and parking conditions.

Your booking is confirmed when we have accepted your request and, where required, received any deposit or prepayment specified at the time of booking. Confirmation may be verbal or written. Once confirmed, a contract is formed between you and us on these Terms and Conditions.

Customer Responsibilities

You are responsible for:

Ensuring that the information supplied at the time of booking is full and accurate, including any change of address, date or time.

Ensuring that you, or a responsible representative, are present at the agreed collection and delivery addresses for the duration of the move to direct our staff and sign any relevant documents.

Ensuring that adequate and lawful parking is available for our vehicle or vehicles as close as reasonably possible to the property. Any parking fees, fines or penalties incurred as a result of insufficient or unlawful parking arrangements may be charged to you.

Ensuring that all goods are suitably packed and prepared for transport, unless we have expressly agreed to provide packing services.

Ensuring that all items to be moved are ready for loading upon our arrival and that any necessary dismantling has been carried out, unless otherwise agreed.

Ensuring that any items which you do not wish us to move are clearly identified and separated from the goods to be transported.

Items We Do Not Move

Unless expressly agreed in writing before the booking, we do not carry:

Illegal items of any kind.

Cash, securities, precious metals, jewellery of high value, or other items of exceptional value.

Live animals, plants requiring special care, or perishable goods.

Explosives, firearms, ammunition, flammable materials, hazardous or toxic substances, gas cylinders, or any item that is or may become dangerous, corrosive or noxious.

Any item which it would be unlawful to transport under applicable laws or regulations.

If you submit any such items without our knowledge, you do so entirely at your own risk, and we shall have no liability for loss, damage or delay related to them. We may remove, destroy or otherwise dispose of such items as we consider appropriate, and you will be responsible for any resulting costs, charges or liabilities.

Price, Payments and Charges

Our charges may be based on an hourly rate, a fixed price quotation, or a combination, as confirmed at the time of booking. Unless otherwise stated, all charges are exclusive of additional costs such as congestion charges, tolls, parking fees, ferry charges or similar, which may be charged to you at cost.

We reserve the right to require a deposit or prepayment to confirm a booking. Any remaining balance must be paid as agreed at the time of booking, which may be before the start of the move, on completion of the job, or in accordance with an agreed invoice schedule for business customers.

Payment must be made by accepted methods as notified by us. We reserve the right to refuse to commence or continue services if payment has not been received in accordance with the agreed terms.

If the work takes longer than estimated due to reasons beyond our control, or if additional services are requested, we may apply additional charges based on our standard rates.

If payment is not made when due, we may charge interest on any overdue amount at the statutory rate and recover from you all reasonable costs incurred in obtaining payment.

Cancellations, Amendments and Waiting Time

You may cancel or amend your booking by giving us notice. The following cancellation terms will normally apply, unless otherwise stated at the time of booking:

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

If you cancel within 48 hours of the scheduled start time, we may retain all or part of any deposit and may charge a cancellation fee up to a specified percentage of the agreed price to cover our costs and loss of business.

If you cancel on the day of the move or fail to be present at the agreed time and location, we may charge up to the full agreed price.

If you request a change of date, time or details, we will make reasonable efforts to accommodate this, subject to availability. Changes close to the scheduled date may be treated as a cancellation and rebooking, and may incur additional charges.

Waiting time caused by delays outside our control, including but not limited to keys not being available, delayed access, paperwork delays, or third party delays, may be charged at our standard hourly rate, subject to a minimum time period.

Access, Parking and Property Protection

You must ensure that there is suitable access for our vehicle and workers at both collection and delivery addresses, including any necessary permissions or permits. If our vehicle cannot park nearby or access is significantly restricted, we may charge for additional time and labour.

We will take reasonable care to avoid damage to property and premises. However, you are responsible for protecting floors, walls, doors, and other vulnerable areas where necessary. If you require particular protection measures, this must be discussed and agreed in advance.

Where access conditions are unsuitable, dangerous or significantly different from those described at the time of booking, we may decline to complete the job or may require an additional charge to proceed.

Our Liability for Loss or Damage

We will exercise reasonable care and skill in providing our services. Our liability for loss of or damage to goods is limited as set out in this section.

We are not liable for any loss or damage arising from circumstances beyond our reasonable control, including but not limited to weather conditions, traffic delays, road closures, acts of third parties, acts of God, or events classified as force majeure.

We are not liable for any loss or damage caused by inherent defects, weaknesses, or pre existing damage in the goods moved, including the deterioration of perishable items or goods that are inadequately packed where packing is not our responsibility.

We are not liable for damage to goods where you or your representatives assist with loading or unloading and such assistance contributes to the damage.

We are not liable for damage to internal contents of furniture, drawers, cupboards, or other containers left full unless we have agreed to move them in that condition and confirmed that it is safe to do so.

Our liability for any single item or consignment may be subject to a financial limit. Any such limit will either be specified in our quotation or based on our standard cover. If you require higher cover, you must notify us in advance so that we can discuss options, which may include an additional charge or separate insurance arranged by you.

We are not liable for loss of profits, loss of business, indirect or consequential loss, or any loss that was not reasonably foreseeable at the time of the contract.

You must inspect your goods and property as soon as reasonably possible on completion of the services. Any visible loss or damage should be reported to us at the time, or within a reasonable period afterwards. Failure to notify us promptly may affect our ability to investigate and may reduce or extinguish any potential liability.

Customer Indemnity

You agree to indemnify us against all claims, costs, damages and expenses incurred by us arising from:

Your breach of these Terms and Conditions.

Your failure to obtain any necessary permissions, licences or consents.

Your inclusion of prohibited or dangerous items among the goods.

Any damage or injury caused by your instructions or actions where we have acted with reasonable care.

Delays and Force Majeure

We will make reasonable efforts to carry out the services at the agreed time and date. However, timings are estimates and not guaranteed. We are not liable for any loss or expense you incur due to delays, including missed appointments, lost earnings, or penalties imposed by third parties.

If we are unable to perform or complete the services as agreed due to events or circumstances beyond our reasonable control, we may suspend or cancel the services without liability, other than to refund any advance payment for services not yet performed, subject to deduction of any costs already incurred.

Waste, Disposal and Environmental Regulations

We operate in accordance with applicable waste and environmental regulations. We do not remove or dispose of waste, rubbish, construction debris or hazardous materials unless specifically agreed and authorised.

Where we agree to take away unwanted items, we will do so only in compliance with relevant waste carrier and disposal rules. We may charge additional fees for the lawful disposal of such items. You must accurately describe any items you wish us to dispose of.

You must not request us to dispose of items in an unlawful manner, and you remain legally responsible for any waste that is not handled correctly where you have failed to disclose its nature. We reserve the right to refuse removal of any item that we reasonably suspect cannot be handled or disposed of lawfully or safely.

Insurance

We may maintain insurance in respect of our legal liability to you for loss or damage to goods while in our care. This insurance does not automatically cover all types or values of goods, and may be subject to exclusions, conditions and financial limits.

You are encouraged to arrange your own additional insurance if the value of your goods exceeds any applicable limits, or if you require broader protection than that provided by our standard liability cover.

Complaints Procedure

If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible so that we have an opportunity to investigate and, where appropriate, rectify the matter.

We may ask you to provide details of the complaint, together with any relevant evidence such as photographs or written descriptions. We will review your complaint and aim to respond within a reasonable time. Any settlement or offer of compensation will be made in line with these Terms and Conditions and our legal obligations.

Variation of Terms

We may update or vary these Terms and Conditions from time to time. The version applicable to your booking will be the version in force at the time your contract is formed. We recommend that you review the Terms and Conditions at the time of booking and retain a copy for your records.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

Governing Law and Jurisdiction

These Terms and Conditions, and any contract between you and us, are governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the services we provide, or any related contract.

By making a booking with Man and Van Ruislip or using our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.