Man With A Van Queensbury Terms and Conditions

These Terms and Conditions set out the basis on which Man With A Van Queensbury provides moving, delivery, transport, and related services to customers. By making a booking, the customer agrees to these terms, which are designed to create a clear understanding of the service, the responsibilities of both parties, and the limits that apply to each job. The aim is to keep every move straightforward, safe, and legally compliant, whether the work involves a small household item, a full van load, or a more complex transport requirement.

For the purposes of these terms, references to “we,” “us,” or “our” mean the service provider, and references to “you” or “the customer” mean the person, business, or organisation placing the booking. These terms apply to all services unless a written agreement states otherwise. Any variation to these terms must be confirmed in writing before the service begins. If there is any conflict between these terms and a separate written quotation or service agreement, the written quotation or agreement will normally take priority to the extent of the conflict.

We reserve the right to refuse or withdraw a booking where the requested work is unsafe, unlawful, impossible within the available vehicle capacity, or materially different from the details supplied at the time of booking. Customers are responsible for providing accurate information about the items, access conditions, collection and delivery addresses, parking restrictions, loading requirements, and any special handling needs. Failure to provide accurate information may result in additional charges, delays, or cancellation of the booking.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request and provided confirmation in writing, by message, email, or other agreed method. A quotation may be supplied before confirmation, but a quotation does not itself create a binding booking unless we expressly confirm the date, time, scope of work, and price. We may ask for photographs, measurements, access details, or a description of the items to ensure the right vehicle and staffing are allocated. This helps ensure the move van service or delivery service is suitable for the task and reduces the risk of delays on the day.

It is the customer’s duty to check the booking details carefully. This includes the date, collection and delivery addresses, number of items, any dismantling or reassembly needs, floor level, lift access, parking restrictions, and whether assistance is required at either end. If the customer changes any material detail after confirmation, we may revise the price, the schedule, or the type of vehicle supplied. In some cases, a significant change may mean the original booking can no longer be honoured as planned.

Where a booking is made on behalf of another person or business, the person placing the booking confirms that they have authority to do so and to accept these terms. If the booking relates to a business account, the business and the individual making the booking may both be responsible for payment unless we agree otherwise in writing. We may also require a deposit for certain jobs, especially where the service involves a reserved time slot, long-distance travel, or special handling requirements.

Payments

Unless stated otherwise in the quotation or confirmation, payment is due on completion of the service. We may accept payment by bank transfer, card, cash, or another method agreed in advance. For some services, advance payment or a deposit may be required before the booking is secured. Any deposit is normally non-refundable where the customer cancels late or where we have already allocated resources to the booking, except where cancellation rights under these terms or under applicable law provide otherwise.

The quoted price is based on the information supplied at the time of booking. If the actual work differs from what was described, we may charge additional fees for extra labour, waiting time, additional mileage, additional stops, carrying items above the agreed volume or weight, tolls, parking costs, congestion charges, or any other reasonable cost directly arising from the change. If the customer requests extra services on the day, such as dismantling, packing, furniture handling, or the removal of items not listed in the original booking, these may also be charged separately.

Invoices, where issued, are payable within the period stated on the invoice. If payment is not made on time, we reserve the right to charge reasonable late payment fees and recover any costs incurred in seeking payment, to the extent permitted by law. Title to any goods sold or supplied by us, if applicable, remains with us until full payment has been received. We may suspend or refuse further work for accounts with outstanding balances.

Cancellations and Amendments

If you need to cancel or reschedule, you should notify us as soon as possible. Cancellations made with sufficient notice may not attract a charge, but we reserve the right to apply a cancellation fee where we have already committed time, labour, vehicle allocation, fuel, or other resources. Short-notice cancellations, failed access, no-shows, or cancellations made after our team has been dispatched may incur the full or partial booking fee, depending on the circumstances. Any cancellation charge will be reasonable and proportionate to the loss suffered.

If we need to cancel or reschedule due to vehicle failure, staff illness, unsafe conditions, severe weather, road closures, or other events beyond our reasonable control, we will seek to offer an alternative time or date where practical. We are not responsible for indirect losses caused by such disruption, but we will act reasonably and communicate any change as soon as practicable. Where a deposit has been taken and we cancel the booking without fault on your part, we will normally refund any amount paid for the cancelled service, subject to any non-recoverable costs already incurred and any applicable law.

Amendments requested by the customer after confirmation are not guaranteed and will depend on capacity and operational requirements. In particular, changes to time slots, item lists, address details, or access arrangements may affect the price. If the amended booking cannot be accommodated, the original booking terms may remain in force, or the booking may need to be cancelled and rebooked. The earlier any changes are raised, the more likely we can accommodate them without additional cost.

Liability, Care of Goods, and Insurance

We will take reasonable care when handling goods and property, but our liability is limited by the terms set out here and by applicable law. Customers are responsible for ensuring that items are adequately packed, secured, and suitable for transport unless packing forms part of the agreed service. We are not liable for damage caused by poor or unsuitable packing, hidden defects, insecure loads supplied by the customer, or pre-existing damage. Customers should inspect their items before the move and notify us of any delicate, valuable, or fragile goods in advance.

We will not be liable for loss or damage arising from inaccurate information, restricted access not disclosed before the booking, unsuitable loading instructions, or an item being too large, too heavy, or too fragile for safe handling without specialist equipment. We do not accept responsibility for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited.

If we are transporting goods on your behalf, you must ensure that items are lawful to carry and do not include prohibited, dangerous, flammable, explosive, or illegal goods. We may refuse to handle such items and may terminate the service if such goods are discovered. Where our staff move items into or out of a property, you must ensure the area is safe and clear of hazards. We are not responsible for damage caused by unsafe premises, loose fixtures, defective stairs, weak flooring, or obstructions that are not obvious at the time of attendance.

Waste Regulations and Disposal

Where our service includes waste removal, disposal, or clearance, the customer confirms that all items presented for removal are lawful waste and that the customer has the right to authorise their removal. We operate in accordance with applicable UK waste laws and environmental requirements. This means we may only transport, handle, or dispose of waste where it is lawful to do so and where the waste is correctly described. We may ask the customer to identify whether items include general household waste, recyclable materials, electrical items, bulky waste, or other regulated categories.

Customers must not include hazardous waste, asbestos, chemicals, paint, oils, gas canisters, batteries, medical waste, or any item that requires specialist treatment unless we have expressly agreed in writing and confirmed that we are authorised and equipped to deal with it. If prohibited or undeclared waste is presented, we may refuse collection, return the item at the customer’s cost, or charge additional fees for lawful handling, segregation, or disposal where permitted. The customer is responsible for any penalties, claims, or regulatory issues arising from inaccurate waste descriptions or unlawful disposal requests.

Where applicable, waste transfer documentation may be completed and retained in line with legal requirements. The customer agrees to provide truthful information about the source and type of waste and to cooperate with any reasonable request for documentation or confirmation. If a service is booked as a house clearance, rubbish removal, or waste collection, it remains the customer’s duty to ensure that the items are not stolen, fly-tipped, or otherwise unlawfully obtained. We reserve the right to refuse any collection that appears non-compliant with waste regulations or that would place us at legal risk.

Customer Responsibilities

The customer must ensure suitable access for the vehicle and personnel. This includes arranging parking where possible, obtaining any permissions needed for loading or unloading, and advising us of stair access, narrow entrances, lifts, height restrictions, or time-limited access points. If access is not suitable and the job cannot proceed safely or within the agreed time, the booking may be delayed or charged as a failed arrival. Any waiting time caused by access problems, missing keys, absent recipients, or delays in instructions may be charged at the applicable rate.

The customer should remove or secure items that are not part of the booking but could be affected by movement, loading, or lifting. This includes wall-mounted objects, loose fittings, breakable items, and hazardous materials. If the customer asks us to move an item that appears unsafe, unstable, or beyond the reasonable capability of the service, we may decline without liability. The customer must also ensure that someone authorised to give instructions is available at collection and delivery points if needed.

Where disassembly or reassembly is included, we will take reasonable care, but we are not responsible for faults caused by wear and tear, hidden defects, missing fittings, or unsuitable original construction. Customers should keep essential documents, keys, medicines, valuables, and irreplaceable items with them unless we expressly agree to handle them. Any claim concerning missing or damaged items should be raised as soon as reasonably possible after delivery so that it can be investigated promptly.

Force Majeure, Complaints, and Governing Law

We are not liable for delays or failure to perform caused by events outside our reasonable control, including extreme weather, traffic disruption, accidents, industrial action, government action, fire, flooding, power failure, or other force majeure events. In such cases, we will seek to minimise disruption and may rearrange the service where reasonable. No compensation will be payable for delay or non-performance caused by events beyond our control, provided we have acted reasonably and in good faith.

If you have a concern about the service, you should notify us promptly so that we may investigate and attempt to resolve the matter. Any claim for damage, short delivery, or missing items must be supported with reasonable evidence and raised within a reasonable time after completion. Failure to report an issue promptly may affect our ability to assess the claim and may limit the remedy available. Nothing in these terms affects your statutory rights as a consumer where applicable.

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. These Terms and Conditions may be updated from time to time, and the version in force at the time of booking will apply unless otherwise agreed in writing.