Man And A Van Stjohnswood Service Terms and Conditions

These Terms and Conditions set out the basis on which Man And A Van Stjohnswood provides removals, transport, collection, delivery and related support services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are designed to make the service clear, fair and workable for both parties, while reflecting standard UK service practice.

In these terms, references to “we”, “us” and “our” mean the service provider operating under the Man And A Van Stjohnswood name, and references to “you”, “your” and “customer” mean the person, business or organisation requesting the service. Our services may include single-item transport, multi-item moves, local or long-distance journeys, loading and unloading support, and related handling tasks, depending on the booking agreed.

A quotation is normally based on the information you provide at the time of enquiry, including item size, access conditions, distance, timing, number of floors, parking restrictions, and any special handling requirements. If the information supplied is incomplete or inaccurate, the final price may need to change to reflect the actual work required. Reasonable changes may be made where the job differs from what was originally described.

1. Booking Process

All bookings must be made through an agreed booking method and are only confirmed once we have accepted the job and, where applicable, received any requested deposit or confirmation payment. A booking request does not guarantee availability until it has been formally accepted by us. The customer is responsible for supplying accurate details, including the collection and delivery addresses, preferred date and time, item list, and any access issues that may affect the service.

When you book a van service in St John’s Wood or any other area covered by our operations, you must ensure that the scope of work is described honestly and fully. This includes declaring fragile items, heavy items, long carries, stairs, restricted parking, lift restrictions, dismantling needs, and waiting time requirements. If the load is significantly different from the information originally supplied, we reserve the right to revise the quotation, adjust the timetable, or decline to proceed if the job cannot be completed safely.

The customer must be available on the agreed date and must ensure that access is arranged in advance. If entry cannot be gained, if parking is not available, or if the load is not ready, delays may occur and extra charges may apply. We do not accept responsibility for delays caused by incorrect instructions, unavailable keys, closed premises, or third-party restrictions outside our control. Any special instructions must be provided before the job starts, not after completion has begun.

2. Prices and Payments

Our prices may be provided as a fixed quote, an estimated charge, an hourly rate, or a combination of these depending on the service type. Unless stated otherwise, quotes are based on the details supplied by the customer and assume normal conditions. Additional charges may apply for extra labour, waiting time, congestion, unscheduled stops, ferry or toll costs, difficult access, parking penalties caused by customer instructions, or any work outside the original scope.

Payment terms will be confirmed at the point of booking. In many cases, payment is required on completion of the job, though advance payment or a deposit may be requested for larger, time-sensitive or high-value bookings. We accept the payment methods stated at the time of booking. If a payment fails, is reversed, or is disputed without a valid reason, we may suspend future work and recover any associated administrative or collection costs permitted by law.

All prices are stated in pounds sterling unless we say otherwise. Any quoted price may be subject to VAT if applicable and if this is clearly indicated in the booking confirmation or invoice. Customers must check invoices promptly and raise any query as soon as possible. Non-payment or late payment may result in interest, recovery action, or refusal of further services, where lawful and reasonable.

3. Cancellations, Amendments and Delays

You may cancel or amend a booking, but we ask that you do so as early as possible. The closer the cancellation is to the scheduled date and time, the more likely it is that a charge will apply to cover reserved vehicle time, staff allocation and administrative costs. Any applicable cancellation charge will depend on the timing of the notice and the nature of the booking. If a deposit has been paid, it may be retained in full or in part where permitted and where the booking has been reserved for you.

If you request a change to the booking, including a change of address, inventory, date, start time, or service type, we will try to accommodate it, but we cannot guarantee availability. Amendments may result in a revised quote. If our team arrives and the job cannot proceed because of customer-side issues, including lack of access, incorrect address details, unsafe conditions, or the customer’s failure to be ready, this may be treated as a late cancellation or wasted attendance charge.

We will use reasonable efforts to attend on time, but arrival times are estimates and may be affected by traffic, road closures, weather, operational issues, or earlier jobs overrunning. We are not liable for losses caused by ordinary delay unless the law says otherwise. If a delay becomes significant, we will try to inform you and agree a revised schedule. For clarity, no guarantee is given that work will begin or end at an exact minute unless expressly agreed in writing.

4. Service Standards and Customer Responsibilities

The customer must ensure that the items to be moved are legally owned by them or that they have authority to arrange the transport. You are responsible for preparing items in a suitable condition for transit unless packing or preparation has been included in the booking. This means that drawers should be secured, loose parts should be protected, and any fragile or valuable items should be clearly identified. We may refuse to handle items that are poorly packed, unstable, leaking, or unsafe.

Where our team is asked to assist with lifting, loading, unloading, dismantling, reassembly or placement, you must give clear instructions and disclose any hazards. The customer is responsible for ensuring that floors, walls, doors, fixtures and access routes are protected if the nature of the item requires additional care. Although we take reasonable precautions, normal wear and tear, minor scuffs, and unavoidable transit movement may occur in the course of a standard service.

Customers must also ensure that any required permits, building permissions, concierge approvals, lift bookings, or parking arrangements are in place before the service starts. If these are not in place and the job is delayed or disrupted, any resulting waiting time or additional cost may be charged. We may decline to enter a property, carry items, or continue work if conditions are unsafe or if instructions would place our staff or property at risk.

5. Liability and Insurance

We will take reasonable care when providing a man and van service, but our liability is limited to the extent permitted by law. We are not responsible for loss or damage arising from inaccurate customer information, unsuitable packing, hidden defects, unavoidable delays, or circumstances outside our control. We are also not liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or inconvenience, unless such exclusion is prohibited by law.

Our liability for damage to items will generally be limited to the cost of repair or replacement at fair market value, subject to proof of loss, and subject to any agreed limits or insurance conditions. Claims must be reported within a reasonable time after the service, and preferably before the vehicle leaves the delivery point where the issue is visible. You must give us the opportunity to inspect any alleged damage and to investigate the circumstances before repairs or disposal take place.

We are not responsible for damage to items that are inadequately packed, pre-damaged, faulty, fragile in a way not disclosed, or unsuitable for transport in the condition supplied. Items of exceptional value, antiques, artwork, electronics, glass, or specialist equipment should be declared in advance. We may require specific arrangements, additional protection, or refusal of carriage where the risk is too high. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

6. Waste, Disposal and Environmental Compliance

If the service includes removal of waste, unwanted items or disposal-related transport, the customer must ensure that the materials are lawful to handle and accurately described. We do not knowingly transport hazardous waste, controlled substances, asbestos, chemicals, clinical waste, or items that require a specialist licence unless we have expressly agreed to do so and all legal requirements are met. The customer must declare any item that may be regulated or restricted under UK law.

Waste transfers must comply with applicable UK waste regulations. Where relevant, the customer may be required to provide proof of lawful disposal arrangements, waste classification, or ownership of the items. We may refuse to move or dispose of materials that are unsafe, prohibited, or likely to breach environmental rules. If the job includes waste collection, the customer agrees that the load has been described honestly and that no illegal or concealed waste has been mixed in with the load.

We reserve the right to stop work immediately if we suspect the items presented are not as described or would create a compliance issue. Any additional costs arising from misdescription, contamination, sorting, segregation, or legal disposal requirements may be charged to the customer. In the event that we are required to deal with contaminated or regulated waste because of incorrect information, the customer will remain responsible for all resulting costs, penalties, or third-party charges, to the fullest extent allowed by law.

7. Access, Safety and Conduct

The customer must provide a safe working environment. This includes clear access, suitable lighting, reasonable parking arrangements, and information about hazards such as narrow staircases, low ceilings, uneven surfaces, pets, aggressive behaviour, or building restrictions. We may pause or terminate a service if the environment becomes unsafe or if any person on site acts in a threatening, abusive or obstructive manner. Our staff must not be asked to perform tasks that are unlawful or beyond the agreed scope.

If we are required to wait due to access problems or because the items are not ready, waiting charges may apply. If the job cannot be completed because of unsafe conditions, we may charge for attendance, labour already performed, and return travel where relevant. Reasonable cooperation from the customer is required throughout the service so that the work can be completed efficiently and safely.

We may refuse to move items that are too heavy, unstable, or likely to cause injury, even if they were included in the original enquiry, where doing so would compromise safety. Any instruction that conflicts with law, safety standards, or vehicle limits may be declined. These terms are intended to support a professional and lawful service rather than to create an unrealistic guarantee of outcome.

8. Force Majeure, Complaints and Governing Law

We are not liable for failure or delay caused by events outside our reasonable control, including severe weather, road incidents, strikes, acts of government, fire, flood, accidents, power failures, or other unexpected interruptions. In such circumstances, we may reschedule, suspend, or cancel the booking without liability for consequential loss, though we will aim to act fairly and communicate clearly wherever possible.

If you have a complaint about the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, take corrective action. A complaint should describe the issue, the booking reference or date, and the outcome you are seeking. We will review complaints in good faith, but any remedies will depend on the facts, the contract terms, and the applicable law. Nothing in this section removes your statutory rights.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue in force. By using Man And A Van Stjohnswood, you confirm that you have read, understood and accepted these service terms.