These Terms and Conditions set out the basis on which Man With Van Merton provides removal, transport, delivery, and related van services to residential and commercial customers. By making a booking, requesting a quotation, confirming a job, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are intended to create a clear understanding of how our man with van service operates, what is included in the service, and where the responsibilities of the customer and the provider begin and end.

These terms apply to all services offered under the Man With Van Merton name, including single-item transport, full or partial removals, collection and delivery jobs, loading and unloading assistance, and other pre-agreed transport work. Any variation to these terms must be agreed in writing before the service starts. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply in full.

For the avoidance of doubt, this document is a legal service page and not a guide. It does not provide advice on moving, packing, or transport methods. It explains the contractual arrangements between the customer and our van hire with driver style service, including pricing, cancellation, liability, waste handling, and the law that governs these terms.

1. Booking Process

A booking with Man With Van Merton is only confirmed once we have accepted the request and provided confirmation by message, email, or another written method. A quotation alone does not constitute a binding booking. The customer must provide accurate details, including the collection and delivery addresses, access conditions, item descriptions, floor levels, parking considerations, any need for loading assistance, and any deadlines or time restrictions that may affect the job.

Our quotation is based on the information supplied at the time of enquiry. If the information changes, we reserve the right to revise the price, schedule, vehicle size, staffing requirements, or service scope. This is especially relevant where the actual volume, weight, fragility, or complexity of the items differs from what was originally described. The customer should disclose anything that may affect the safe performance of the job, including bulky furniture, appliances, stairs, restricted access, or special handling needs.

2. Service Scope and Customer Responsibilities

The service provided by our man and van Merton operation is limited to the tasks expressly agreed in advance. Unless specifically included, we do not provide dismantling, reassembly, specialist packing, disconnection of utilities, disposal services, or storage. If such additional tasks are required, they must be agreed before the service starts and may incur extra charges.

The customer is responsible for ensuring that all goods are properly prepared for transit, unless packing or preparation has been expressly included in the booking. This includes securing drawers, removing loose items, protecting delicate surfaces, and ensuring that contents are safe for transport. The customer must also make sure that items are legal to transport and that any necessary permissions, building access arrangements, or parking permissions are in place. Failure to do so may result in delays, additional charges, or cancellation of the job.

Where the customer or a representative is not present at the start or end of the job, they must appoint someone with authority to act on their behalf. Any instructions given by that person will be treated as instructions from the customer. We accept no responsibility for misunderstandings caused by incomplete or unclear directions provided by the customer or their representative.

3. Prices and Payment Terms

Payments are due in accordance with the quotation or booking confirmation. Depending on the nature of the work, we may require a deposit, advance payment, or payment on completion. Unless otherwise stated, all prices are quoted in pounds sterling and may be inclusive or exclusive of applicable taxes, which will be identified where relevant. Any waiting time, parking charges, congestion-related costs, tolls, access fees, or additional labour requested after confirmation may be charged separately.

The customer agrees to pay for all agreed services and any reasonable extra work authorised during the booking. If the job takes longer than expected because of inaccurate information, delayed access, missing items, unpaid parking charges, or other circumstances outside our control, additional time may be billed at the relevant rate. We may suspend or refuse to continue the service until outstanding charges are paid.

Invoices must be paid by the due date stated on the invoice or booking confirmation. Late payment may result in administrative charges, interest where permitted by law, and recovery action. We reserve the right to recover all reasonable costs incurred in pursuing overdue sums, including legal and collection costs where lawful. Any discounts or promotional rates are valid only for the terms stated at the time of booking and may be withdrawn for amended or extended work.

4. Cancellations, Rescheduling, and Delays

Customers may cancel or reschedule a booking, but any cancellation must be made within the time period stated in the booking confirmation. If no cancellation period is specified, the customer should provide notice as early as possible. Short-notice cancellations may incur a fee to reflect reserved vehicle time, staffing, or administrative costs. If the team has already travelled to the location or begun loading, the full or partial booking charge may still apply.

We aim to perform services on the agreed date and time, but delays can occur due to traffic, weather, access issues, or events beyond our control. In such cases, we will use reasonable efforts to complete the work as soon as practicable. We are not responsible for losses caused by delays outside our reasonable control, including missed deadlines, missed appointments, or consequential losses. If a delay is caused by the customer, we may charge waiting time and any extra costs incurred.

If we must cancel due to unforeseen operational issues, vehicle failure, staff illness, or safety concerns, we will notify the customer as soon as reasonably possible and may offer an alternative time or date. Our liability in such circumstances is limited to the refund of any prepaid amount for the cancelled portion of the service, unless otherwise required by law. We are not liable for indirect or consequential loss arising from cancellation.

5. Liability, Damage, and Risk

The customer acknowledges that moving and transport work involves handling items that may be heavy, fragile, awkward, or already damaged. We will take reasonable care when loading, transporting, and unloading goods. However, our liability is limited to direct loss or damage caused by our proven negligence. We are not responsible for pre-existing damage, hidden defects, inadequate packaging, or items that are inherently fragile and not suitably protected.

Where the customer has packed items themselves, they remain responsible for ensuring the contents and packaging are suitable for transit. We are not liable for damage to electrical goods, glass, antiques, mirrors, artwork, or other fragile items unless we have expressly agreed in writing to handle them under special conditions. Similarly, we are not liable for damage resulting from overloading, unstable stacking, poor access, or instructions given by the customer that are inconsistent with safe practice.

If loss or damage occurs, the customer must notify us promptly and provide reasonable evidence, including photographs where possible. We may request an inspection of the item and relevant documents before any claim is considered. Any claim must be limited to the reasonable repair or replacement value of the affected item, subject to any applicable exclusions, limits, or insurance arrangements. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

6. Waste Regulations and Prohibited Items

Our service may involve the removal or transport of unwanted items, but we do not accept responsibility for illegal dumping, fly-tipping, or disposal carried out outside the law. Where waste collection is part of the agreed service, the customer must accurately describe the waste in advance. We can only transport and dispose of waste in accordance with applicable waste handling and environmental rules. This means waste must be transferred to authorised facilities or managed through lawful disposal routes.

The customer must not place prohibited materials into the load unless we have expressly agreed to handle them in compliance with the law. Prohibited or restricted items may include hazardous substances, asbestos, chemicals, oils, paints, medical waste, gas bottles, pressurised containers, and other regulated materials. If such items are discovered during loading, we may refuse to carry them, remove them from the load, or end the service if doing so is necessary for safety or compliance.

The customer remains responsible for declaring the nature of any waste or mixed-load items and for ensuring that all information provided is accurate. If false or incomplete information causes us to transport material unlawfully, the customer will be responsible for all resulting costs, fines, penalties, clean-up expenses, and losses. We reserve the right to require proof of lawful waste classification or disposal arrangements where appropriate. Any waste collected under our man with van service must be handled in a way that complies with all relevant UK environmental requirements.

7. Insurance and Access Conditions

We may maintain appropriate insurance cover for the services we provide, but insurance does not replace the customer’s responsibility to provide accurate information and suitable packaging. Any claim under insurance may be subject to conditions, exclusions, excesses, and evidence requirements. We do not guarantee that every item will be covered for full replacement value unless this has been specifically confirmed in writing.

The customer must ensure that access routes are suitable for the booked service. This includes stairways, corridors, lifts, driveways, parking, and loading areas. If access is restricted or unsafe, we may refuse to move items until the issue is resolved. We are not liable for damage caused by poor access conditions, unsafe premises, or the failure of the customer to secure the necessary permissions. Any effort required to overcome access difficulties may attract extra charges.

We may also suspend or terminate work where we believe there is a risk to staff, property, vehicles, or the public. Our decision to stop work in such circumstances will be final for safety purposes. In that event, the customer will remain liable for the work already completed and for any costs reasonably incurred up to the point of suspension.

8. Claims, Complaints, and Record Keeping

Any complaint or claim should be raised as soon as reasonably possible after the service takes place. The customer should provide enough detail to allow the issue to be investigated fairly, including the date of the job, the items involved, and the nature of the concern. Failure to report a problem promptly may affect our ability to assess the matter and may limit any remedy available.

We may ask for photographs, invoices, proof of ownership, or other reasonable evidence in support of any claim. All records relating to the booking, including quotations, messages, payment confirmations, and notes about the job, may be used to resolve disputes and to confirm what was agreed. Our records will be treated as accurate unless the customer can show otherwise.

If a dispute cannot be resolved informally, both parties should seek to settle the matter in good faith before starting formal proceedings. Nothing in these terms prevents either party from pursuing rights or remedies available under applicable law. Any waiver or failure to enforce a term on one occasion does not mean that term is waived for future bookings.

9. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law or mandatory legal provisions require otherwise. If the customer is acting as a consumer, their statutory rights remain unaffected by these terms.

By booking with Man With Van Merton, the customer confirms that they have read, understood, and accepted these terms. These terms represent the full agreement between the parties regarding the relevant service unless a different written agreement has been made. They are designed to support a fair, transparent, and lawful man with a van arrangement for both domestic and business customers.