Terms and Conditions

Man and a Van St Johns Wood Terms of Service

These Terms and Conditions set out the basis on which Man and a Van St Johns Wood provides removal and associated services, including local and regional transport of goods. By placing a booking or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

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

Customer means the person, company or organisation that requests, books or pays for the services.

Services means any removal, transport, loading, unloading, packing, unpacking, storage or related work carried out by Man and a Van St Johns Wood.

Vehicle means any van or other vehicle used to carry out the services.

Goods means the items, belongings, furniture, boxes and any other property that are the subject of the services.

Contract means the agreement between the Customer and Man and a Van St Johns Wood formed in accordance with these Terms and Conditions.

2. Scope of Services

Man and a Van St Johns Wood provides local and regional man and van removal services, including small and medium moves, single item transport, part-load removals and light commercial moves within its normal service area. Services are subject to availability and to any restrictions notified at the time of booking.

We reserve the right to decline any booking where access, safety, legality or practicality is in doubt, or where the nature or volume of the goods exceeds the capacity of the allocated vehicle or team.

3. Booking Process

All bookings must be made directly with Man and a Van St Johns Wood. The Customer is responsible for providing accurate information, including:

a. Collection and delivery addresses and any additional stops.

b. Dates and preferred time windows.

c. Description, volume and approximate value of the goods.

d. Access details at each address, including floor levels, lifts, parking restrictions, and any expected difficulties.

e. Any special handling requirements or fragile items.

A booking will be considered provisional until confirmed by Man and a Van St Johns Wood. Confirmation may be verbal or written and will include an outline of the agreed services and charges. We may request additional information to finalise the booking.

Any changes requested by the Customer after confirmation, such as date, time, address, access or volume of goods, are subject to availability and may result in additional charges. Where changes are substantial, we may treat the change as a cancellation and a new booking.

4. Quotations and Pricing

Quotations are based on the information supplied by the Customer at the time of enquiry. Prices may be calculated by reference to time, distance, vehicle size, labour required, and the nature of the goods. Unless stated otherwise, quotations are exclusive of any parking fees, congestion or clean air zone charges, tolls, ferry charges or other third-party costs, which will be added to the final invoice where applicable.

Quotations are not binding if:

a. The information given by the Customer is incomplete or inaccurate.

b. The work does not commence within 30 days of the date of the quotation.

c. There are changes to the services, including additional items, waiting times or access difficulties that were not disclosed at the time of quotation.

We reserve the right to adjust prices in the event of obvious errors or where the scope of work materially differs from that initially described.

5. Payments

Payment terms will be confirmed at the time of booking. We may require a deposit to secure the booking, with the balance due on completion of the services or in advance for certain types of work.

Accepted payment methods will be advised to the Customer and may include card payments, bank transfers or other agreed methods. Cash payments may be accepted by prior agreement only. The Customer must ensure cleared funds are available by the due time.

Time-based jobs are charged from the agreed arrival time or actual arrival time, whichever is later, until the completion of unloading or the end of the agreed service. A minimum charge period may apply. Additional time beyond the agreed booking may incur extra charges at the prevailing hourly rate.

If payment is not made when due, we reserve the right to:

a. Suspend or refuse to commence services.

b. Retain goods in our possession under a lien until all outstanding sums are settled.

c. Charge interest on overdue amounts at the statutory rate until payment is received in full.

6. Cancellations and Postponements

The Customer may cancel or postpone a booking by giving notice to Man and a Van St Johns Wood. The following cancellation charges may apply, based on the notice period before the scheduled start time:

a. More than 48 hours notice: No cancellation fee, and any deposit paid may be refunded or transferred at our discretion.

b. Between 24 and 48 hours notice: Up to 50 percent of the estimated total charge may be payable.

c. Less than 24 hours notice or no notice: Up to 100 percent of the estimated total charge may be payable.

In the event of postponement, we will seek to transfer your booking to a new date and time subject to availability. If we are unable to accommodate the new date, the cancellation charges above may apply.

Man and a Van St Johns Wood may cancel or reschedule the services where necessary due to events beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents or road closures. In such cases we will use reasonable endeavours to notify the Customer as soon as possible and offer a new appointment or refund any prepaid amounts, but we will not be liable for any consequential loss.

7. Customer Obligations

The Customer must:

a. Ensure authorised access to the premises at the agreed times and arrange for parking and any necessary permits or permissions.

b. Ensure that the premises are safe for working, with clear access routes, adequate lighting and secure stairways or lifts.

c. Properly pack and secure all goods, unless packing has been explicitly included in the services.

d. Clearly label any fragile or high-value items and provide specific instructions for their handling.

e. Remove or secure any fixtures, fittings or items attached to walls, floors or ceilings, unless previously agreed as part of the services.

f. Be present or represented at all times during loading and unloading to direct placement of goods and to sign any documents.

Where the Customer fails to fulfil these obligations, Man and a Van St Johns Wood may refuse to carry out some or all of the services, and any time lost or additional work may be charged at the applicable rate.

8. Items Not Accepted for Transport

Unless expressly agreed in writing before the booking is confirmed, we do not accept for transport or handling:

a. Hazardous, flammable, explosive or toxic materials.

b. Perishable goods or items requiring controlled temperatures.

c. Live animals or plants.

d. Illegal goods or anything in breach of UK law.

e. Cash, jewellery, precious metals, securities, important documents or similar high-value items.

If such items are presented without our knowledge, we will not be liable for any loss, damage or delay in relation to them, and the Customer may be responsible for any resulting cost, loss or damage suffered by us.

9. Waste Regulations and Disposal

Man and a Van St Johns Wood operates in accordance with applicable UK waste and environmental regulations. We are not a general waste collection service and will not remove household rubbish, builders waste or hazardous refuse unless specifically agreed as a separate, compliant waste removal service.

Where we agree to remove unwanted items, they will be handled and disposed of in accordance with relevant legislation and local requirements. Additional charges may apply for disposal fees, handling of bulky items or special categories of waste.

The Customer is responsible for ensuring that any items presented for disposal are lawfully theirs to dispose of and are not contaminated with hazardous substances. We may refuse to remove any items where there is reasonable doubt about legality, safety or compliance with waste regulations.

10. Liability and Insurance

Man and a Van St Johns Wood will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods is subject to the limitations set out in this section.

We will not be liable for:

a. Loss or damage arising from the Customer's failure to pack properly, unless we have provided packing services.

b. Loss or damage to fragile items that were not adequately protected.

c. Minor marks, scuffs or wear and tear arising from normal handling.

d. Loss or damage resulting from defective or insecurely assembled furniture.

e. Any loss or damage caused by inherent defects, natural deterioration, infestation or atmospheric conditions.

f. Consequential loss, including loss of profits, business interruption, emotional distress or loss of enjoyment.

Our total liability for loss of or damage to goods, whether arising in contract, tort or otherwise, shall not exceed a reasonable replacement value for the affected items, subject to any per-load or per-item limitations advised to the Customer.

The Customer is strongly advised to arrange appropriate insurance cover for their goods during the move, particularly for high-value items. We may, upon request, provide details of any insurance we hold in relation to the services, but it is the Customer's responsibility to ensure their own needs are met.

11. Claims and Complaints

Any visible loss or damage to goods or property should be reported to the team on site as soon as reasonably practicable and noted on any job sheet or document provided. This enables us to investigate promptly.

Formal complaints or claims should be submitted to Man and a Van St Johns Wood as soon as possible, and in any event within a reasonable time from the date of the services. The Customer should provide a detailed description of the issue, together with supporting evidence such as photographs, receipts or valuations where appropriate.

We will review all complaints and claims in good faith and may request additional information or the opportunity to inspect any alleged damage. Where liability is accepted, we reserve the right to repair the item, replace it with an item of similar quality or make a financial settlement, at our discretion and subject to the limitations set out in these Terms and Conditions.

12. Parking, Fines and Access Issues

The Customer is responsible for arranging suitable parking and, where necessary, any permits or temporary suspensions to facilitate loading and unloading. If parking is not arranged or is unavailable, any additional time spent finding suitable parking, as well as any resulting delays, may be chargeable.

If our vehicle receives a parking ticket, penalty charge or other fine that arises directly from inadequate or unlawful parking requested or approved by the Customer, we may recover the cost from the Customer together with any administrative charges.

Where there are access issues such as narrow stairs, restricted hallways, low ceilings, or inadequate lifts, we may, after assessing the risks, refuse to move certain items or require the Customer to accept that the work is undertaken at their own risk. Additional charges may apply for complex access arrangements or the need for extra staff.

13. Delays Outside Our Control

Man and a Van St Johns Wood is not liable for delays caused by circumstances beyond our reasonable control, including but not limited to traffic congestion, road closures, accidents, severe weather, security incidents or delays caused by third parties. Where such delays occur, we will take reasonable steps to minimise their impact and to complete the services as soon as reasonably possible.

The Customer remains responsible for any additional costs arising from such delays, including extended labour time or overnight storage, where these are incurred despite our reasonable efforts to avoid them.

14. Data Protection and Privacy

We will collect and use personal data such as names, addresses and contact details solely for the purposes of providing the services, managing bookings, processing payments and handling enquiries, claims or complaints. We will take reasonable steps to protect your personal information and will not sell or share it with unrelated third parties except where required by law or necessary to provide the services.

15. Termination

We may terminate the Contract or suspend services immediately if:

a. The Customer fails to make payment when due.

b. The Customer behaves in an abusive, threatening or unsafe manner towards our staff.

c. We reasonably believe that proceeding with the services would be unsafe, unlawful or materially different from what was agreed.

In such cases, we may retain any payments already made and may seek to recover any additional costs or losses arising from the termination.

16. Governing Law and Jurisdiction

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

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 or formation.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Any waiver of a breach of these Terms and Conditions must be in writing and shall not be deemed a waiver of any subsequent breach.

These Terms and Conditions constitute the entire agreement between the Customer and Man and a Van St Johns Wood in relation to the services and supersede any prior understandings or representations, whether oral or written, relating to their subject matter.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the Contract unless changes are required by law or regulation.