Terms and Conditions

Man With a Van Soho Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Soho provides man and van, removal, collection, delivery and related services. By placing a booking or allowing work to commence you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

Definitions

In these Terms and Conditions, the following words have the meanings set out below.

We, us, our: Man With a Van Soho, the provider of removal and man and van services.

You, your, customer: The person, company or organisation requesting and paying for the services.

Services: Any man and van, removal, relocation, collection, delivery, packing, loading, unloading, or related services we agree to provide.

Goods: The items, property or belongings which you ask us to move, transport, handle, collect or deliver.

Quote: The price or estimate we provide to you for the services, based on the information you supply.

Scope of Services

We provide man and van and removal services to domestic and commercial customers. Our services may include loading, transporting and unloading goods, as well as optional assistance with packing and unpacking where agreed in advance.

We reserve the right to refuse to carry any goods which we reasonably believe to be dangerous, illegal, unsafe, excessively heavy or unsuitable for transport, or where access is inadequate or unsafe.

Booking Process

You may request a quote and make a booking by contacting us and providing accurate details of the work required. This may include collection and delivery addresses, dates and times, access conditions, floor levels, lift access, parking arrangements, size and nature of goods, and any special handling requirements.

Our quote is based on the information you supply. If the information is incomplete, inaccurate or changes on the day of the move, we may revise the quote, apply additional charges, or decline to complete part or all of the work.

A booking is only confirmed when we have accepted your request and you have accepted the quote, including any deposit or upfront payment requirement we specify. We reserve the right to refuse any booking at our discretion.

You are responsible for ensuring that any necessary permits or authorisations, such as parking suspensions or building management approvals, are in place before the agreed service time unless expressly agreed otherwise in writing.

Quotes and Pricing

Quotes may be provided as fixed price or as an hourly rate with minimum charges, as notified to you at the time of booking. All prices are provided in pounds sterling unless otherwise stated.

A fixed price quote is based on the specific information supplied, including the volume of goods, access conditions and distance. If on arrival the actual work is significantly different from that described, we may adjust the price to reflect the additional time, labour or resources required.

Hourly rate services are charged from the agreed start time or arrival window, or from the time the vehicle and team arrive at the agreed collection address, whichever is earlier. Waiting time caused by issues outside our control, such as delays with keys, access, paperwork or your packing, may be charged at the agreed hourly rate.

Additional charges may apply for services taking place outside standard working hours, for long carries due to distant parking, use of stairs where no lift is available, handling unusually heavy or bulky items, or for extended travel distances and tolls.

Payments

We will inform you at the time of booking of our payment terms, which may include a deposit, part payment or full payment in advance. Where a deposit is requested, your booking will only be secured once the deposit has been received by us.

Unless otherwise agreed, all outstanding balances are due on or before completion of the services on the day of the move. We accept payment by the methods we specify to you in advance of the service.

If you fail to make payment when due, we may suspend or cancel the services, retain possession of any goods until payment is received in full, and may apply reasonable interest or late payment charges in accordance with applicable law.

You will be responsible for all reasonable costs we incur in recovering overdue amounts, including any fees charged by collection agencies or legal advisers, where permitted by law.

Cancellations and Amendments

You may cancel or amend your booking by giving us notice. The notice period and any applicable charges depend on how far in advance you notify us.

If you cancel more than 7 days before the scheduled service date, any deposit paid may be refunded, less any non-recoverable costs we have already incurred in relation to your booking.

If you cancel between 7 days and 48 hours before the scheduled service date, we may retain part or all of your deposit to cover our administrative and scheduling costs, or charge a cancellation fee, up to a reasonable proportion of the quoted price.

If you cancel less than 48 hours before the scheduled service time, fail to be present or available at the agreed time, or prevent us from carrying out the work for reasons within your control, we may charge up to the full quoted amount to cover our allocated time, staffing and vehicle costs.

Where you request changes to the date, time, addresses or scope of work, we will try to accommodate the changes but cannot guarantee availability. Changes may result in a revised quote and may be treated as a cancellation and rebooking if the changes are substantial or made at short notice.

Your Responsibilities

You are responsible for ensuring that all goods are properly packed, secured and ready for transport unless you have booked a packing service with us. We recommend using suitable boxes and protective materials, and clearly labelling fragile or high value items.

You must ensure that access at both collection and delivery addresses is safe, legal and adequate for our vehicle and team. This includes arranging parking, providing accurate instructions, and notifying us in advance of any restrictions such as narrow roads, height limits, stairs, lack of lifts or time-limited loading bays.

You must be present, or ensure that a responsible adult is present, at the collection and delivery addresses for the duration of the service, unless we have agreed in writing to proceed without your attendance. The person present must be authorised to give instructions, sign documentation, and confirm completion.

You must not ask our team to carry or transport any items that are illegal, hazardous, explosive, flammable, corrosive, perishable, or otherwise unsafe. Prohibited items include, but are not limited to, gas cylinders, fuel, chemicals, paint, firearms, ammunition, illegal substances and cash in large quantities.

Our Responsibilities

We will provide the services with reasonable care and skill, using personnel who are competent to perform removal and man and van work. We will take reasonable steps to protect your goods and property while they are in our care.

We will endeavour to meet agreed arrival times and schedules, but all dates and times are estimates and may be affected by circumstances outside our control, such as traffic, weather, road closures or delays at previous jobs. We will keep you informed where possible of any significant delays.

We are not liable for failure to perform, or for delay in performing, any of our obligations where the failure or delay is due to events beyond our reasonable control, including but not limited to accidents, extreme weather, public disturbances, strikes, acts of government, or breakdowns that could not reasonably have been prevented.

Liability and Limitations

Our liability for loss of or damage to your goods while they are in our care is subject to the limitations set out in this section. We encourage you to arrange your own insurance cover for high value items and for the full replacement value of your goods.

We will not be liable for loss or damage arising from your failure to pack goods adequately, from inherent defects in the goods, from normal wear and tear, or from your failure to protect sensitive items such as glass, electronics or artwork.

We will not be liable for any loss or damage to the contents of cartons, drawers or containers packed by you, unless there is clear evidence of our negligence in handling or transport.

We will take reasonable care when moving goods through tight spaces, stairwells and doorways, but cannot be held responsible for minor cosmetic damage to walls, floors or fixtures where access is particularly restricted and you have asked us to proceed.

We will not be liable for any consequential, indirect or purely economic loss, including loss of profits, business interruption, loss of data, or loss of opportunity, arising from or in connection with the services, even if we were advised of the possibility of such loss.

Our total liability for any claim arising out of or in connection with the services, whether in contract, tort or otherwise, shall not exceed the amount you have paid or are due to pay us for the specific job giving rise to the claim, unless a higher limit is required by law.

Insurance

We may hold insurance appropriate to the nature of our removal and man and van activities. The existence of insurance does not increase or extend our liability beyond the terms set out in these Terms and Conditions or the policy terms.

You are responsible for checking that any insurance you arrange is adequate for your needs, including cover for accidental damage, loss in transit, and high value items. You should inform us in advance if any single item exceeds a reasonable replacement value, so that additional precautions can be considered.

Damage to Property

If damage to premises or property occurs as a direct result of our negligence, you must note the damage on completion or notify us in writing as soon as reasonably practicable, providing evidence where available.

Where possible and reasonable, we will arrange for repair or compensation limited to the reduction in value of the affected area, subject to the limitations of liability set out in these Terms and Conditions.

We are not responsible for damage to premises where we are required to follow your specific instructions against our advice, or where access is extremely tight and there is a significant risk of damage that you ask us to accept.

Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and do not remove household refuse, construction waste, hazardous materials or items that must be processed by licensed waste carriers, unless specifically agreed and appropriately authorised.

You must not present for removal any items that are classed as hazardous or controlled waste, including chemicals, oils, asbestos, clinical waste, pressurised containers or similar materials. We may refuse to load such items or may unload them at the nearest safe point if discovered during the job.

Where we agree to dispose of unwanted items on your behalf, this will be done in line with legal requirements. Additional charges may apply for disposal, recycling, tip fees and handling, which will be confirmed to you before we proceed.

You remain responsible for any items or waste you leave behind at a property. We accept no responsibility for breach of tenancy, lease or local authority requirements arising from waste or items not taken by us.

Delays, Waiting Time and Access

You must ensure that we have timely access to your premises and that keys, codes, fobs or entry arrangements have been organised in advance. If we are unable to gain access at the agreed time, waiting charges may apply and, in some cases, we may need to reschedule, which may incur additional costs.

Where we encounter delays caused by factors outside our control, including but not limited to delays with keys, completion of property transactions, or release of goods by third parties, we reserve the right to charge reasonably for waiting time at the agreed hourly rate.

Customer Conduct and Health and Safety

We expect you and any persons present at the premises to treat our team with respect and not to engage in abusive, threatening or unsafe behaviour. We may withdraw our team and suspend services if we consider that their safety is at risk.

Our team will follow reasonable health and safety practices, including the use of lifting techniques and equipment appropriate to the job. We may refuse to move certain items if, in our judgement, doing so would pose an unacceptable risk to people or property.

Complaints and Claims

If you are dissatisfied with any aspect of our services, you should raise the matter with us as soon as possible so we can attempt to resolve it. For claims relating to loss or damage, you must notify us within a reasonable time after becoming aware of the issue and provide details, evidence and any supporting documentation we reasonably request.

We will investigate your complaint or claim and respond within a reasonable timeframe. Our liability will be assessed in accordance with these Terms and Conditions and applicable law.

Use of Personal Information

We will use the personal information you provide to arrange and deliver the services, to process payments, and to communicate with you about your bookings. We may retain records for a reasonable period for administrative and legal purposes.

We will handle your personal information in accordance with applicable data protection laws. We do not sell your personal information to third parties. We may share information with third parties who assist us in providing the services, where necessary and lawful to do so.

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.

You and we both 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 the services, except where consumer protection laws provide you with additional rights to bring proceedings in another jurisdiction.

General Provisions

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

No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach. No failure to enforce any provision shall be deemed a waiver of our rights.

These Terms and Conditions constitute the entire agreement between you and us relating to the provision of services and supersede any prior discussions, correspondence or understandings.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to the services provided.