Terms and Conditions

Man With a Van Dartford Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Dartford provides man and van, removals, collections, deliveries, and related services within our service area. By making a booking or using our services, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, unless the context requires otherwise:

1.1 "Company" means Man With a Van Dartford, the provider of the services described in these Terms and Conditions.

1.2 "Customer" means the person, firm or organisation booking or using the services.

1.3 "Services" means man and van services, removal services, furniture transport, collection and delivery, loading and unloading, and any other related services agreed between the Company and the Customer.

1.4 "Goods" means any items, property, furniture, belongings or materials handled, transported or stored as part of the Services.

1.5 "Service Area" means the primary operating area of the Company, including Dartford and surrounding locations, as determined by the Company from time to time.

2. Booking Process

2.1 All bookings for Services must be made directly with the Company via an accepted communication method as advised by the Company.

2.2 When making a booking, the Customer must provide accurate and complete information, including but not limited to:

(a) Full collection and delivery addresses;
(b) Details of property access, parking conditions and any restrictions;
(c) A clear description and approximate quantity or volume of Goods to be moved;
(d) Any heavy, bulky, fragile or valuable items;
(e) Preferred date and time of the Service.

2.3 The Company will provide an estimate or quotation based on the information supplied by the Customer. The Customer is responsible for ensuring the information is accurate. The Company reserves the right to amend the price if the information provided proves to be inaccurate or incomplete.

2.4 A booking is only confirmed when the Company has accepted the booking and, where applicable, the Customer has paid any required deposit or prepayment.

2.5 The Company may refuse or cancel any booking at its sole discretion, including where the work is considered unsafe, unlawful, or beyond the Company’s capacity or standard scope of Services.

3. Estimates and Pricing

3.1 Quotations are usually based on the information supplied by the Customer, together with factors such as distance, time, number of staff required, size of vehicle, and any additional services requested.

3.2 Unless otherwise stated in writing, quotations do not include:

(a) Parking charges, tolls, congestion charges or similar fees;
(b) Charges for disposal of waste or unwanted items;
(c) Special equipment or additional manpower required due to restricted access, heavy items or unusual circumstances.

3.3 The Company reserves the right to adjust the final price if:

(a) The work takes longer than reasonably anticipated due to circumstances not disclosed by the Customer;
(b) There are delays beyond the Company’s control, such as waiting for keys, disassembly issues or access problems;
(c) Additional Goods, services or journeys are requested on the day of the Service.

3.4 Where work is charged on an hourly basis, the minimum charge and billing increments will be communicated to the Customer at the time of booking. Time is usually calculated from departure from the Company’s base until return or completion of the job, as advised by the Company.

4. Payments

4.1 Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Service or in advance for certain bookings.

4.2 The Company accepts payment methods as specified at the time of booking. The Company is not obliged to accept any particular payment method.

4.3 Deposits or prepayments may be required to secure a booking. Deposits may be non-refundable in accordance with the cancellation provisions set out in these Terms and Conditions.

4.4 The Customer is responsible for all charges incurred in relation to the booking, including any additional costs arising from parking, tolls, congestion charges, waiting time, or extra labour requested on the day.

4.5 If payment is not made when due, the Company reserves the right to:

(a) Withhold delivery of Goods until full payment is received;
(b) Charge interest on overdue amounts at a reasonable rate;
(c) Recover any reasonable costs incurred in collecting overdue payments, including legal fees and recovery charges.

5. Cancellations and Amendments

5.1 If the Customer wishes to cancel or amend a booking, the Customer must inform the Company as soon as reasonably possible.

5.2 The following cancellation charges may apply:

(a) If cancellation is made more than 48 hours before the scheduled start time: any deposit may be refunded at the Company’s discretion, less any reasonable administrative costs;
(b) If cancellation is made within 24–48 hours of the scheduled start time: the Company may retain all or part of the deposit and may charge a proportion of the estimated cost of the Service;
(c) If cancellation is made within 24 hours of the scheduled start time or on arrival at the collection address: the full quoted or minimum charge may be payable.

5.3 If the Customer wishes to change the date, time or scope of the Service, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in revised pricing.

5.4 The Company reserves the right to cancel or reschedule a booking due to events beyond its reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, road closures or safety concerns. In such cases, the Company will seek to rearrange the Service at a mutually convenient time. The Company will not be liable for any consequential loss arising from such cancellation or rescheduling.

6. Customer Responsibilities

6.1 The Customer is responsible for:

(a) Ensuring proper access to properties, including arranging any necessary permissions for parking or loading;
(b) Providing accurate information about access restrictions, such as narrow roads, height restrictions, stairs, lifts, or internal obstacles;
(c) Packing Goods securely in suitable containers, unless packing services have been specifically agreed;
(d) Ensuring all fragile, delicate, or high-value items are clearly identified and appropriately protected;
(e) Being present or ensuring an authorised representative is present at collection and delivery addresses to supervise and confirm that the Services are correctly carried out.

6.2 The Customer must remove or secure valuables, important documents, money, jewellery, and other small high-value items before the Service commences. The Company does not accept responsibility for such items unless expressly agreed in writing.

6.3 The Customer must not ask the Company or its staff to undertake any illegal activity, including the transport or disposal of prohibited items or waste, or to operate in a way that would breach parking, traffic, safety, or waste regulations.

7. Excluded and Prohibited Items

7.1 Unless expressly agreed in writing, the Company will not carry, handle or transport:

(a) Hazardous, flammable, explosive, corrosive or toxic materials;
(b) Illegal goods or substances;
(c) Live animals or plants requiring special care;
(d) Perishable food items requiring refrigeration or specialist transport;
(e) Extremely high-value items such as fine art, antiques, precious metals, or collections, where their value is disproportionate to the removal charge.

7.2 If such items are transported without the Company’s knowledge or agreement, the Company will not be liable for any loss, damage or delay in relation to them, and the Customer may be held responsible for any resulting damage or regulatory action.

8. Waste and Disposal Regulations

8.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Customer must not request the Company to dispose of waste illegally.

8.2 The Company may, at its discretion, offer removal of unwanted items and waste for appropriate disposal or recycling. Additional charges will apply for this service and will be advised to the Customer.

8.3 Certain items may require specialist disposal and may not be accepted by the Company, including hazardous waste, electrical items subject to specific disposal rules, and large quantities of construction or commercial waste.

8.4 Where the Company agrees to remove waste, the Customer is responsible for accurately describing the nature of the waste and confirming that it is lawful to dispose of it in the manner requested. The Company reserves the right to refuse items which are unsafe or unlawful to transport or dispose of.

9. Liability for Loss or Damage

9.1 The Company will take reasonable care to protect the Customer’s Goods and property while providing the Services. However, the Company’s liability is subject to the limitations set out in this clause.

9.2 The Company’s liability for loss of or damage to Goods, property or premises arising from its negligence or breach of contract shall be limited to a reasonable amount, having regard to the nature of the Goods and the charges paid for the Service, unless otherwise agreed in writing.

9.3 The Company will not be liable for:

(a) Loss or damage arising from the Customer’s failure to properly pack, protect or secure Goods, unless the Company has undertaken the packing;
(b) Loss or damage to items packed by the Customer in containers or boxes which were not packed by the Company and which show no external damage;
(c) Normal wear and tear, minor marks, or scratches which are consistent with handling and moving;
(d) Loss or damage caused by defective or insecure furniture or Goods, including items which were already damaged or weakened prior to the move;
(e) Loss or damage arising from inadequate or restricted access, including tight stairways, low ceilings, or narrow doorways, where the Customer has insisted that attempts be made to move the Goods despite the risk.

9.4 The Company will not be responsible for any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of revenue, or loss of opportunity.

9.5 Any claim for loss or damage must be reported to the Company in writing as soon as reasonably possible, and in any event within 7 days of completion of the Service. The Customer must provide reasonable evidence of loss or damage and allow the Company the opportunity to inspect any affected items.

10. Access, Parking and Property Protection

10.1 The Customer is responsible for securing suitable parking arrangements at collection and delivery addresses, including obtaining any permits or permissions required.

10.2 The Customer will be responsible for any parking fines, penalties or charges incurred where the Company has parked in a place directed or approved by the Customer.

10.3 The Customer must inform the Company in advance of any particular concerns regarding flooring, walls, staircases, lifts or other features which may require extra protection measures. The Company will take reasonable care but cannot guarantee that minor scuffs or marks will not occur during the move.

11. Delays and Force Majeure

11.1 The Company will use reasonable efforts to arrive and complete work within agreed timeframes but cannot guarantee precise times. Time estimates are provided as guidance only.

11.2 The Company is not liable for delays outside its reasonable control, including but not limited to traffic conditions, roadworks, accidents, severe weather, vehicle breakdown, or delays caused by third parties.

11.3 In the event of force majeure or other events beyond the Company’s control, the Company may suspend, delay or cancel the Service without liability, other than to refund any payments for Services not yet provided where appropriate.

12. Insurance

12.1 The Company maintains insurance appropriate to its operations, subject to the terms, conditions and exclusions of the relevant policy or policies.

12.2 The Customer is encouraged to arrange their own insurance for Goods in transit or storage, particularly for high-value or fragile items, as the Company’s liability may be limited.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Service, the Customer should raise the issue with the Company as soon as reasonably possible so that the Company has an opportunity to address the matter.

13.2 Formal complaints should be submitted to the Company in writing, setting out the details of the complaint and any supporting information. The Company will investigate and respond within a reasonable time.

14. Personal Data

14.1 The Company may collect and process personal data required to provide the Services, including contact details, addresses and job information.

14.2 The Company will handle personal data in accordance with applicable data protection laws and will only use such data for the purposes of providing and managing the Services and for related administrative purposes.

15. Governing Law and Jurisdiction

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

15.2 The parties 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 their subject matter.

16. General

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.

16.2 No failure or delay by the Company in exercising any right, power or remedy shall operate as a waiver of that or any other right, power or remedy.

16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior agreements, understandings or arrangements, whether written or oral.

16.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.