Man with Van Merton Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Merton provides man and van, removals, and related transport services. By making a booking, using our services, or allowing our staff or vehicles to attend your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, business, or organisation that makes a booking or on whose behalf a booking is made for services provided by Man with Van Merton.
Services means any removal, man and van, transport, loading, unloading, packing, or related services provided by Man with Van Merton.
Goods means any items, belongings, furniture, equipment, or other property that are the subject of the Services.
Vehicle means any van or vehicle used by Man with Van Merton in the provision of the Services.
Contract means the agreement between the Customer and Man with Van Merton for the provision of Services, formed in accordance with these Terms and Conditions.
2. Service Area
Man with Van Merton primarily operates in Merton and surrounding areas, with removals and man and van services available across wider local and regional locations by prior agreement. Acceptance of bookings for locations outside the usual operating area is at our discretion and may be subject to additional charges, travel time, and specific scheduling arrangements.
3. Booking Process
3.1 A booking can be requested by the Customer by providing full and accurate information about the required Services, including collection and delivery addresses, access details, dates and times, description and quantity of Goods, and any special requirements.
3.2 A booking is not confirmed until it has been expressly accepted by Man with Van Merton, and a confirmation has been provided to the Customer. Providing a quotation or availability information alone does not constitute acceptance of a booking.
3.3 Quotations are based on the information provided by the Customer. It is the Customer’s responsibility to ensure all relevant details are disclosed, including but not limited to:
Number of rooms or volume of Goods.
Presence of heavy, bulky, fragile, or high-value items.
Floor level, lift availability, parking restrictions, and distance from parking to property.
Any dismantling or reassembly requirements.
3.4 If on arrival it becomes apparent that the information provided was incomplete or inaccurate, Man with Van Merton reserves the right to adjust the price, modify the Services, or refuse to carry out work that cannot reasonably or safely be undertaken.
3.5 Any estimated time of arrival given is an estimate only and may be affected by traffic, weather, or other circumstances outside our reasonable control. We will use reasonable efforts to adhere to agreed times but cannot guarantee exact arrival or completion times.
4. Quotations and Pricing
4.1 Quotations may be provided on a fixed price or hourly rate basis, as specified at the time of booking. The basis of charging will be stated in the confirmation.
4.2 Fixed price quotations are usually based on the described job scope and are valid for a limited period from the date issued, unless otherwise stated. If the scope of work changes, additional charges may apply.
4.3 Hourly rate bookings will be charged from the agreed start time or the time the Vehicle and staff arrive at the collection address, whichever is later, until completion of the job, including any waiting time or delays caused by the Customer or third parties.
4.4 Additional charges may apply for:
Extra staff required at short notice.
Extended waiting time due to keys, paperwork, or access delays.
Extra distance or additional addresses that were not originally agreed.
Tolls, congestion charges, parking fees, or penalties incurred due to circumstances beyond our control.
Handling of unusually heavy, awkward, or specialist items.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due in full on completion of the Services on the same day, or in advance if required by Man with Van Merton.
5.2 Accepted payment methods will be advised at the time of booking or before the Services are carried out. The Customer is responsible for ensuring that cleared funds are available when payment is due.
5.3 For larger moves, commercial work, or repeat business accounts, Man with Van Merton may require a deposit or partial prepayment to secure the booking. Deposits are generally non-refundable unless otherwise stated.
5.4 If payment is not made when due, Man with Van Merton reserves the right to:
Withhold delivery of Goods or cease ongoing Services until payment is received.
Charge interest on overdue amounts at a reasonable commercial rate from the due date until payment is received in full.
Recover from the Customer all reasonable costs of pursuing the debt, including collection agency fees and legal costs.
6. Cancellations, Amendments and Delays
6.1 If the Customer wishes to cancel or rearrange a booking, they must notify Man with Van Merton as early as possible. Cancellation charges may apply as follows, unless otherwise specified in writing:
No cancellation fee if cancelled with more than 72 hours notice before the scheduled start time.
Up to 50 percent of the quoted price if cancelled with less than 72 hours but more than 24 hours notice.
Up to 100 percent of the quoted price if cancelled with less than 24 hours notice or on arrival of the Vehicle at the collection address.
6.2 If the Customer postpones or changes the date, time, or scope of work, Man with Van Merton will use reasonable efforts to accommodate the change, but cannot guarantee availability. Changes may result in revised pricing.
6.3 Man with Van Merton reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to vehicle breakdown, staff illness, severe weather, accidents, or unsafe conditions. In such cases, any deposit paid for the affected booking will be refunded or transferred to a rearranged booking, and this will be the full extent of our liability.
6.4 The Customer is responsible for ensuring that access is available at both collection and delivery addresses at the agreed time. If access is delayed or obstructed, waiting time may be chargeable at our standard rates.
7. Customer Responsibilities
7.1 The Customer must:
Ensure that all Goods are properly packed, labelled, and ready for loading unless packing services have been expressly agreed.
Secure or remove any personal documents, cash, jewellery, and other small valuables, and not pack them with general household or office items.
Provide clear instructions to staff on what is to be moved and what is to remain.
Ensure that the premises are safe for our staff to work in, and that any known hazards are disclosed in advance.
Arrange suitable parking and any necessary permits or permissions at collection and delivery points. Any fines or penalties incurred due to the Customer’s failure to arrange adequate parking may be charged to the Customer.
7.2 The Customer or their representative should be present during loading and unloading to provide instructions and check that all required Goods have been moved. If the Customer is not present, Man with Van Merton will act using reasonable judgment but accepts no liability for any items taken in error or left behind in these circumstances.
8. Exclusions and Restricted Items
8.1 Unless otherwise agreed in writing, Man with Van Merton does not transport:
Cash, bonds, or negotiable instruments.
Precious metals, jewellery, or high-value collectibles.
Hazardous, flammable, explosive, or illegal items.
Live animals or plants.
Perishable or refrigerated goods.
8.2 If any such items are transported without our knowledge, they will be carried entirely at the Customer’s risk, and Man with Van Merton accepts no liability for loss, damage, or deterioration.
9. Waste, Disposal and Environmental Regulations
9.1 Man with Van Merton operates in line with relevant waste and environmental regulations. We are not a general rubbish removal company and will only remove waste or unwanted items where this has been agreed in advance as part of the Services.
9.2 The Customer must accurately describe any items intended for disposal or recycling. Items that are classified as controlled or hazardous waste cannot be removed unless specific arrangements have been made and any required licences or facilities are available.
9.3 Fly-tipping and unlawful disposal are strictly prohibited. Man with Van Merton will dispose of any agreed waste items only at authorised facilities. Any fees, site charges, or additional time required for lawful disposal will be chargeable to the Customer.
9.4 The Customer warrants that any items presented for disposal are their own property or that they have full authority to dispose of them. The Customer will indemnify Man with Van Merton against any claims arising from the removal or disposal of items where proper authority was not held.
10. Liability for Loss or Damage
10.1 Man with Van Merton will exercise reasonable care and skill in handling, loading, transporting, and unloading Goods. However, certain limitations of liability apply as set out in this section.
10.2 Man with Van Merton will not be liable for:
Loss or damage arising from the Customer’s failure to pack items properly or to protect delicate or fragile items.
Loss or damage to items that were already defective, damaged, or unstable prior to handling.
Loss or damage resulting from normal wear and tear, atmospheric or climatic conditions, or inherent defects in the Goods.
Loss of data, digital content, or other consequential losses arising from damage to computers, devices, or equipment.
10.3 Any claim for loss or damage must be notified to Man with Van Merton in writing as soon as reasonably possible and in any event within 7 days of completion of the Services. The Customer must provide details of the items affected, the nature of the damage, and any supporting evidence.
10.4 Where Man with Van Merton is found liable for loss of or damage to Goods, liability will, at our option, be limited to either:
The reasonable cost of repair, or
The current market value of the item, subject to a reasonable overall limit per job.
10.5 Man with Van Merton will not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity, even if such loss was or could reasonably have been foreseen.
11. Access, Property Damage and Limitations
11.1 The Customer is responsible for ensuring that adequate access is available at both collection and delivery premises, including safe stairways, hallways, and doorways of sufficient size.
11.2 Man with Van Merton is not responsible for damage caused by moving items through areas with restricted access where the Customer has requested that we proceed despite the risk. This includes damage to floors, walls, ceilings, door frames, fixtures, and fittings.
11.3 It is the Customer’s responsibility to protect floors, carpets, and other surfaces where necessary. On request, we will take reasonable measures to minimise possible damage, but we are not liable for damage to unprotected surfaces caused by normal movement of Goods.
12. Insurance
12.1 Man with Van Merton maintains appropriate insurance cover for its vehicles and public liability. Details of insurance cover can be provided upon request.
12.2 The Customer is encouraged to maintain their own contents or business insurance, which may provide additional protection for Goods during a move. Man with Van Merton is not responsible for any shortfall between our liability limits and the full replacement value of the Goods.
13. Force Majeure
13.1 Man with Van Merton will not be liable for any delay, failure to perform, or additional costs arising from events beyond our reasonable control. These events may include, but are not limited to, extreme weather, road closures, accidents, vehicle breakdowns, strikes, civil unrest, or public health restrictions.
13.2 Where a force majeure event occurs, we will use reasonable efforts to perform or re-arrange the Services as soon as practicable, but time will not be of the essence, and our obligations may be suspended for the duration of the event.
14. Complaints and Dispute Resolution
14.1 If the Customer has any concerns about the Services provided, they should raise them with Man with Van Merton as soon as possible so that we have an opportunity to address the issue promptly.
14.2 We aim to resolve complaints fairly and quickly. The Customer may be asked to provide evidence, photographs, or further details to assist in investigating the matter.
14.3 If a dispute cannot be resolved directly, either party may seek redress through the courts or any applicable dispute resolution process available under law.
15. Data Protection and Privacy
15.1 Man with Van Merton will handle any personal information provided by the Customer in accordance with applicable data protection laws.
15.2 Personal data will be used for the purpose of arranging and providing the Services, managing accounts, and, where consent has been given, for providing information about related services. Customer details will not be sold to third parties.
16. Variation of Terms
16.1 Man with Van Merton may update or amend these Terms and Conditions from time to time. The Terms and Conditions applicable to a particular booking are those in force at the time the booking is confirmed.
16.2 Any variation to these Terms and Conditions requested by the Customer will only be valid if agreed in writing by an authorised representative of Man with Van Merton.
17. Severability
17.1 If any part of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that part will be deemed deleted, and the remaining provisions will continue in full force and effect.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them, the Services, or the Contract, shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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.
By proceeding with a booking and using the Services of Man with Van Merton, the Customer acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
