Terms and Conditions for Man And Van Tolworth

These Terms and Conditions set out the basis on which our man and van service in Tolworth is provided to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing us to begin work, you agree to be bound by these terms. They are designed to make the service clear, fair, and practical for both parties. In these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “your” means the customer who makes the booking or accepts the service.

These terms apply to domestic and light commercial removals, furniture transport, collection and delivery jobs, and related man and van work. They may also apply to labour-only assistance, loading and unloading support, and lawful disposal of approved waste items where such work has been agreed in advance. Any special arrangements must be confirmed before the job starts and may be subject to separate charges.

We reserve the right to amend these terms from time to time. The version in force at the time of your booking will usually apply to your order, unless a later change is required by law. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

To arrange a booking, you must provide accurate information about the job, including the collection and delivery addresses, access conditions, item descriptions, approximate volume or weight, and any special handling requirements. For a man and van in Tolworth, the price and availability may depend on the time required, the number of crew members, the size of the vehicle, parking access, stairs, lifts, and whether dismantling or reassembly is needed.

Once we provide a quotation or estimate, it may be based on the information available at the time. If the details supplied by you are incomplete or inaccurate, we may revise the price, change the vehicle size, add extra labour, or decline to proceed if the job cannot be completed safely or legally. A booking is only confirmed when we accept it and, where requested, receive any deposit or booking fee.

We may ask for identification, proof of address, or proof of ownership where the nature of the job requires it, especially for higher-value items, sensitive goods, or waste removal. You are responsible for ensuring that someone authorised is present at the collection or delivery point at the agreed time. Delays caused by missing keys, lack of access, incorrect instructions, or a failure to prepare the items may result in waiting charges or cancellation fees.

2. Service Scope and Customer Responsibilities

Our service is limited to the tasks agreed at booking. Unless agreed otherwise, we do not provide specialist packing, insurance for items packed by you, dismantling of fixed structures, electrical disconnection, plumbing work, or hazardous material handling. You must ensure that items are ready for transport, properly labelled if necessary, and fit for movement. If you ask us to move fragile, valuable, or sentimental items, you should tell us in advance so we can decide whether to accept the work and whether additional precautions are needed.

You are also responsible for making sure that the items are lawful to transport and that you have the right to dispose of, sell, or move them. If there is a risk that an item may contain prohibited materials, biological contamination, sharps, pressurised containers, or other dangerous contents, you must notify us before the booking is confirmed. We may refuse any item that is unsafe, unlawful, too heavy, inadequately packaged, or likely to cause damage to property, the vehicle, or persons.

3. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Charges may be based on hourly rates, fixed quotes, mileage, quantity of items, labour time, waiting time, access difficulty, congestion, parking costs, or disposal charges. Some man and van services are quoted as an estimate only, particularly where the exact scope of work is unknown in advance. If the job takes longer than expected because of access issues, unforeseen delays, or additional work requested by you, extra charges may apply.

Payment is normally due on completion of the work unless we agree otherwise in writing. We may require a deposit, part-payment in advance, or full payment before the job starts for certain bookings, especially where specialist equipment, disposal fees, or substantial labour is involved. We accept only the payment methods we tell you about in advance. If a payment is declined, reversed, or not received, we may withhold delivery, suspend work, or recover any lawful costs incurred in chasing the debt.

Late payment may attract interest and reasonable recovery costs where permitted by law. You must pay all charges due, including any waiting time, parking penalties caused by your instructions, tolls, congestion-related costs, or additional labour accepted by you during the job. If we issue an invoice, it must be paid by the date shown on it. Any dispute about a charge must be raised promptly and in good faith, but disputed items do not remove the obligation to pay undisputed sums.

4. Cancellations, Rescheduling, and Failed Attendance

If you need to cancel or reschedule a booking, you should notify us as soon as possible. Cancellation terms may vary depending on how much notice you give, whether a deposit has been paid, and whether we have already allocated vehicles, staff, or disposal facilities. For a man and van Tolworth booking, short-notice cancellations may result in a cancellation fee to cover lost time and operational costs. Any deposit may be retained where this is reasonably required to cover our losses, subject to applicable consumer law.

If we arrive at the agreed time and are unable to complete the work because you are not present, the property is inaccessible, the items are not ready, or the job differs materially from the booking details, we may treat this as a failed attendance or aborted job. In such cases, full or partial charges may apply. We will act reasonably and proportionately, but you accept that vehicle scheduling and labour allocation create real costs even if the job does not go ahead.

5. Liability and Risk

We will exercise reasonable care and skill in providing the service. However, except where prohibited by law, we are not liable for losses caused by inaccurate information supplied by you, poor packing by you, inherent defects in items, ordinary wear and tear, or damage arising from items that were already fragile or unsuitable for transport. You should ensure that drawers are secured, loose contents are removed, and delicate goods are packed with appropriate protection before collection.

If we are responsible for loss or damage, our liability will usually be limited to the reasonable repair cost or replacement value of the affected item, taking account of age, condition, and depreciation. We are not liable for indirect or consequential losses, including loss of profit, loss of use, missed appointments, or business interruption, unless such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Where damage is alleged, you must notify us promptly and provide reasonable evidence, such as photographs and a description of the affected item. You must also allow us the opportunity to inspect the item and, where appropriate, offer repair, replacement, or compensation. Any claim must be made within a reasonable time after the service, and in all cases within the period permitted by law.

6. Waste Regulations and Disposal Work

Where our service includes collection, removal, or disposal of waste, you agree that only lawful and properly described waste will be handed over. We operate in line with applicable UK waste regulations, including duties relating to waste transfer, lawful transport, and proper disposal at authorised facilities. We may ask for details about the nature and origin of the waste before accepting the booking. We may refuse any waste that is hazardous, contaminated, improperly packaged, or not suitable for our service.

You must not ask us to dispose of items unlawfully, dump waste in unauthorised locations, or transfer waste without truthful description. If you request removal of waste that is later found to be misdescribed, contaminated, or non-compliant, you may be responsible for additional charges, cleaning costs, return transport, and any penalties or losses incurred as a result. We may also terminate the service immediately if we reasonably believe a legal breach may occur.

Any waste transfer, if required, may be documented in accordance with applicable law. You confirm that you have the legal right to transfer the waste and that it does not contain prohibited materials unless we have expressly agreed otherwise in writing and are legally permitted to handle such items. We will not knowingly engage in unlawful disposal or encourage any breach of environmental rules.

7. Vehicle, Access, and Parking Conditions

You are responsible for ensuring safe and legal access for the vehicle and crew at both collection and delivery locations. This includes arranging parking permissions where necessary, informing us about height restrictions, narrow roads, weight limits, building access controls, lift restrictions, and any other obstacles that may affect the job. If parking fines, enforcement charges, or access-related costs are incurred because of your instructions or omissions, you agree to reimburse them where legally recoverable.

If the vehicle cannot be parked reasonably close to the property, or if the route requires excessive carrying distance, the job may take longer and the price may increase. We may refuse to continue if the conditions are unsafe or likely to damage property. We also reserve the right to adjust the route, crew size, or vehicle type if needed for operational or safety reasons.

8. Delays, Force Majeure, and Unavoidable Events

We are not responsible for delays or failures caused by events beyond our reasonable control, including severe weather, traffic disruption, accidents, road closures, strikes, vehicle breakdown, government restrictions, acts of terrorism, fire, flooding, or utility failures. In such cases, we will try to contact you and, where practical, rearrange the service. If a delay occurs, we will act reasonably, but compensation will not be payable for matters outside our control unless required by law.

If the service must be postponed because of a force majeure event, any deposit may be carried forward to the new date where feasible. If rescheduling is not possible, either party may cancel the affected booking without further liability, subject to any lawful sums already incurred for work completed or third-party costs that cannot be recovered. This does not affect rights that cannot be excluded under UK consumer law.

9. Complaints and Disputes

If you are unhappy with any part of the service, you should raise the issue as soon as possible so that we have an opportunity to review it. We aim to deal with complaints fairly and promptly. You should provide enough information for us to understand the problem, including the booking date, the issue raised, and any evidence you may have. We may ask for photographs, a written description, or supporting documents if a claim concerns damage, missing items, or pricing.

Both parties should act reasonably and try to resolve disagreements without unnecessary delay. If a matter cannot be resolved directly, it may be handled through the courts or any other lawful dispute process available under UK law. You agree not to withhold payment of undisputed charges while a separate issue is being considered, unless a court or applicable law permits you to do so.

10. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If you live in Scotland or Northern Ireland, any mandatory rights under your local consumer legislation remain unaffected to the extent required by law.

Final Provision: By using our man and van service, making a booking, or accepting a quotation, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. These terms form the basis of the agreement between us and should be read together with any written quotation, booking confirmation, or agreed special instructions. If any inconsistency arises, the written booking confirmation will usually prevail only to the extent stated there and subject always to applicable law.