Man With Van Hatchend Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Hatchend provides moving, transport, collection and related assistance services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before placing an order. These terms are designed to be clear, fair and practical, and they apply to domestic and commercial customers unless a separate written agreement states otherwise.

In these terms, references to “we”, “us” and “our” mean the service provider operating under the name Man With Van Hatchend. References to “you” and “your” mean the customer, the person booking on behalf of a business, or any person authorised to act for the customer. The services may include loading, transport, unloading, short-distance relocation, item movement, and other agreed van-based assistance.

These terms should be read together with any written quotation, booking confirmation, estimate, invoice, or job-specific instructions we issue. If there is any inconsistency between these terms and a written service agreement signed by both parties, the signed agreement will take priority to the extent of that inconsistency. Nothing in these terms affects your statutory rights under UK law.

1. Booking Process

Bookings may be made by telephone, email, online form, messaging service, or any other method we make available from time to time. A booking request does not become binding until we have confirmed availability and issued acceptance of the job. We may require details such as the collection and delivery addresses, access conditions, item descriptions, number of floors, parking restrictions, timing preferences, and any special handling requirements.

When you request a quote for a van and man service or similar transport assistance, we will normally provide an estimate based on the information available at the time. Unless stated otherwise, estimates are based on standard conditions and reasonable access. If the actual job differs materially from the information provided, we may revise the price, schedule, staffing, or vehicle size before commencing work. It is your responsibility to supply accurate and complete information.

A booking is only confirmed once we have accepted the job and, where required, received any deposit or advance payment. We reserve the right to refuse or cancel a booking where the service requested is unsafe, unlawful, unsuitable for our equipment, outside our operational capacity, or materially different from the description supplied at enquiry stage. We may also decline bookings where access, parking, waiting time, or location conditions would make the service impractical.

2. Service Scope and Customer Responsibilities

Our man with a van services are provided on the understanding that the customer will prepare the property, goods, and access route as reasonably necessary for the booked work. Unless agreed in writing, we do not dismantle or reassemble furniture, disconnect appliances, remove fixed fittings, or carry out specialist handling. Where we agree to assist with additional tasks, those tasks will be carried out at the customer’s risk and may incur extra charges.

You must ensure that all items presented for transport are lawful to move, adequately packaged if necessary, and suitable for transit. Fragile items, high-value items, antiques, electronics, glass, artwork, and sentimental possessions should be clearly identified in advance. We may refuse to move items that are unsafe, improperly packed, leaking, odorous, contaminated, or likely to cause damage to other goods, the vehicle, or our staff. Our team may inspect any item before loading where reasonably necessary.

We rely on the customer to provide access permissions and practical arrangements such as keys, entry codes, parking arrangements, and permissions for loading or unloading at both ends of the journey. If access is delayed, restricted, or unavailable, waiting time, aborted attendance, re-delivery, storage, or additional labour charges may apply. Any instructions given by the customer or an authorised representative will be treated as binding unless we consider them unsafe or unlawful.

3. Payments and Charges

Charges are calculated using the agreed rate, quotation, or estimate, together with any applicable call-out fee, waiting time, congestion or parking costs, additional labour, extra mileage, stair carry charges, weekend or bank holiday rates, and any other agreed supplement. Where a fixed price has been provided, it applies only to the service described and assumes the information supplied by the customer is accurate. Any additional services requested on the day may be charged separately.

Unless we agree otherwise in writing, payment is due immediately upon completion of the service. For some jobs, we may require a deposit or full prepayment in advance, especially where the booking is large, time-sensitive, or involves procurement of additional resources. We accept payment methods specified at the time of booking. If payment is made by bank transfer, it must clear before or at the latest by the stated due date. Late payment may result in interest, recovery costs, or suspension of future services.

Any quoted price excludes items not specifically mentioned, including road tolls, parking charges, congestion-related costs, and fees arising from delays outside our control. If a job takes longer than expected because of factors such as poor access, extra items, traffic, or customer-requested changes, we may charge additional time at our standard rate or a pre-agreed hourly rate. All prices may be subject to VAT where applicable.

4. Cancellations, Amendments and Non-Attendance

You may cancel or amend a booking by notifying us as soon as possible. The amount payable on cancellation depends on the notice given, the stage of preparation, and any non-recoverable costs we have incurred. If you cancel with reasonable notice before dispatch of a vehicle or crew, we may refund any advance payment less administrative or processing charges, where applicable. Short-notice cancellations may incur a proportionate fee.

If we arrive at the agreed time and cannot perform the service because you, your representative, or the relevant goods are unavailable; access is blocked; incorrect information was provided; or the job cannot proceed for reasons outside our control, the booking may be treated as a late cancellation or failed attendance. In such cases, we may charge a call-out fee, waiting time, or the full booked amount depending on the circumstances. We will act reasonably and proportionately when applying such charges.

We reserve the right to reschedule or cancel a booking where unavoidable circumstances occur, including vehicle breakdown, staff illness, adverse weather, road closures, legal restrictions, or other events beyond our reasonable control. Where we cancel for reasons within our control, we will refund any sums paid for the cancelled part of the service. We will not be liable for indirect losses arising from a cancellation unless required by law.

5. Liability and Risk

We will use reasonable care and skill in providing the service. However, the customer acknowledges that moving and transport work involves inherent risk, particularly where items are heavy, awkward, fragile, or inadequately packed. Unless otherwise agreed in writing, loading and unloading of items by our team is carried out on the basis that the customer accepts responsibility for the condition, suitability, and packing of the goods.

We are not responsible for loss or damage caused by: defective packaging; pre-existing faults; hidden weakness in furniture or appliances; insecure assembly; wear and tear; vermin, damp or contamination; or the customer’s failure to disclose special handling requirements. We are also not liable for delays or losses caused by circumstances outside our control, including traffic, weather, acts of third parties, or restrictions imposed by authorities.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under English law. Subject to that, our total liability for any claim arising out of or in connection with a booking shall be limited to the amount paid or payable for the relevant service, unless a higher limit is expressly agreed in writing. We will not be liable for consequential, incidental, or indirect losses such as loss of profit, loss of business, or loss of opportunity.

6. Waste, Disposal and Environmental Compliance

Where our services include collection or removal of unwanted items, the customer must clearly identify which goods are to be transported and which are to be disposed of. We do not carry out waste disposal unless this has been specifically agreed. If we agree to remove waste, the customer confirms that the waste is accurately described and that no hazardous or prohibited material has been concealed within it. Any undisclosed hazardous material may lead to refusal, extra charges, or reporting to the appropriate authorities.

All waste handling must comply with applicable UK waste regulations, including the duty to prevent unlawful disposal and the requirement not to cause harm to people or the environment. We may require the customer to confirm ownership or right to dispose of the items, and we may request additional information where necessary to comply with legal obligations. We reserve the right to refuse any item that cannot lawfully be transported or disposed of by us under current waste rules.

When waste is accepted for removal, it may be taken to an authorised transfer station, recycling facility, or other lawful disposal location. The customer agrees that ownership of the waste transfers only to the extent permitted by law and by any agreed disposal arrangement. If the customer provides incorrect information about the contents, classification, or origin of waste, the customer will be responsible for resulting fines, penalties, clean-up costs, and third-party claims, to the fullest extent permitted by law.

7. Customer Conduct, Safety and Site Conditions

We expect all customers and their representatives to behave respectfully and to maintain a safe working environment. Our staff may refuse to continue work if they are subjected to abuse, harassment, intimidation, unsafe instructions, or violence. Any aggressive or threatening behaviour may result in immediate termination of the service and full charges remaining due. We may also remove our staff from a site if they believe there is a genuine risk to health and safety.

The customer must ensure the premises, loading area, pathways, and vehicle access points are safe and reasonably clear. We may refuse to carry items over unsafe surfaces, through unstable structures, or in conditions that create an unreasonable risk of injury or damage. If weather, stairs, narrow access, lifting difficulty, or lack of suitable access equipment makes a task unsafe, we may modify the service, request assistance, or decline the relevant part of the job.

Any verbal instruction given on site must be consistent with the booking and must not require us to breach the law, damage property, or exceed safe working practices. Where there is a dispute about the scope of work, our crew may pause the job until the matter is clarified. Any delays caused by such clarification may be chargeable if the clarification is necessary because the customer’s instructions were incomplete or inconsistent.

8. Complaints and Claims

If you believe there has been an issue with the service, you should notify us as soon as reasonably possible and in any event within a reasonable time after completion of the job. You should provide sufficient detail to allow us to investigate, including the date, nature of the problem, and any relevant evidence. We may ask for photographs, item descriptions, or proof of value where a claim concerns alleged loss or damage.

We will review complaints fairly and may offer repair, replacement, reimbursement, partial refund, or another appropriate remedy where we consider it justified. Any claim for damage must be based on the actual loss sustained and must take into account age, condition, and depreciation where relevant. You must take reasonable steps to mitigate loss and to protect any affected items after an incident.

Failure to raise a complaint promptly may make investigation more difficult and may affect the outcome, especially where the item has been moved, repaired, discarded, or altered after the event. Nothing in this clause prevents you from bringing a claim under your legal rights, but we encourage prompt communication so that issues can be resolved efficiently and fairly.

9. Data, Privacy and Records

We may hold customer information necessary to manage bookings, issue invoices, record payments, handle complaints, and maintain business records. Such information will be handled in accordance with applicable data protection law and used only for lawful business purposes connected with the service. We may retain records for accounting, tax, insurance, or dispute-resolution purposes where lawful and necessary.

You confirm that any personal data provided by you is accurate and that you have authority to share it where it relates to another individual or business contact. We will take reasonable steps to protect data, but you acknowledge that electronic communication and digital storage carry inherent security risks. Where data is required for regulatory or legal purposes, we may keep it for the relevant retention period.

We may contact you about the booking, payment, or necessary service updates using the details provided at the time of order. We will not use your information for unrelated purposes unless permitted by law or agreed by you. Any separate privacy notice we issue will explain more about how personal data is processed.

10. Governing Law and General Provisions

These Terms and Conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law requires otherwise. If you are a consumer located in another part of the UK, any mandatory protections available to you under applicable law will continue to apply.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. Any waiver must be given in writing and shall apply only to the specific circumstance for which it is given.

These terms represent the entire agreement between the parties in relation to the services described, unless varied in writing by authorised representatives of both parties. By proceeding with a booking for Man With Van Hatchend, you confirm that you have read, understood, and accepted these conditions and that you are authorised to do so on behalf of any person or business involved in the booking.