Man with Van Eel Pie Island Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Eel Pie Island provides transport, removal and related services to private and business customers within the United Kingdom. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the person, firm or company requesting the services.
Services means any man and van, removals, transport, collection, delivery, loading, unloading, packing, or related services provided by us.
Goods means any items, property or possessions which are the subject of the Services.
Agreement means the contract between the Customer and Man with Van Eel Pie Island incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
We provide man and van and removal services including local and regional moves, small property moves, single item and multi-item transport, and general collection and delivery of household and commercial items. All Services are subject to these Terms and Conditions and any specific limitations confirmed at the time of booking.
We reserve the right to refuse to carry any Goods that, in our reasonable opinion, are unsafe, illegal, insufficiently or improperly packed, excessively fragile, or otherwise unsuitable for transport.
3. Booking Process
Bookings can be made by the Customer through our accepted booking channels as notified from time to time. When requesting a booking, the Customer must provide accurate and complete information, including but not limited to:
a) Collection and delivery addresses and access details;
b) Date and preferred time of the Services;
c) A clear description of the Goods, including approximate quantity, size and weight;
d) Any special handling requirements, such as fragile items or bulky furniture;
e) Parking and access restrictions at both collection and delivery locations, including staircases, lifts, low ceilings, narrow entrances, or distance from parking to property.
Any quotation issued by us is based on the information supplied by the Customer at the time of enquiry. We reserve the right to adjust the quoted price if the information provided is incomplete or inaccurate, or if the scope of work changes on the day of the Service.
A booking is only confirmed when we have accepted the booking request and provided written or verbal confirmation. We reserve the right to decline a booking at our discretion.
4. Quotations and Pricing
Unless stated otherwise, all quotations are estimates based on the information provided and are subject to change if the actual work differs from that information. Quotations may be given as a fixed price, an hourly rate, or a combination of both, depending on the nature of the job.
Our charges may include travel time, loading and unloading time, waiting time, congestion charges, tolls, parking fees, and any additional labour reasonably required to complete the work. Any additional services requested by the Customer on the day, or delays outside our control, may incur extra charges.
Unless clearly specified, quotations do not include packing materials, dismantling or reassembly of furniture, disconnection or reconnection of appliances, or removal of doors, windows, or fixtures to facilitate access.
5. Customer Responsibilities
The Customer is responsible for:
a) Ensuring that all Goods are properly packed, secured and ready for transport, unless packing services have been expressly included in the Agreement;
b) Obtaining all necessary permissions, permits or consents for parking, loading and unloading at the collection and delivery addresses;
c) Ensuring that access is safe, unrestricted and suitable for the vehicle and personnel providing the Services;
d) Supervising the loading and unloading of Goods or appointing a representative to do so, and ensuring that nothing is left behind or taken in error;
e) Complying with all relevant laws and regulations relating to the Goods, including any hazardous, prohibited or regulated items.
Where the Customer fails to provide appropriate instructions or supervision, we shall not be liable for Goods mistakenly taken, left behind, or misdirected, provided that we have taken reasonable care in carrying out the Services.
6. Payments and Charges
Payment terms will be communicated at the time of booking. We may require full or partial payment in advance, or payment on completion of the Services. Where a deposit is required, the booking will not be confirmed until the deposit has been received.
Payment must be made in the form and manner we accept from time to time. All charges are payable in pounds sterling unless otherwise agreed in writing.
Where payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate, and to withhold or suspend further Services until payment is received in full.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by giving reasonable notice through our accepted communication channels.
If a booking is cancelled by the Customer with more than 48 hours notice before the scheduled start time, any deposit paid may be refundable at our discretion, less any reasonable administrative costs.
If a booking is cancelled by the Customer within 48 hours of the scheduled start time, we reserve the right to retain any deposit paid and to charge a cancellation fee up to the full quoted amount, to reflect costs, loss of bookings and staff allocation.
If the Customer wishes to change the date, time, addresses or scope of the Services, we will use reasonable efforts to accommodate the change, but cannot guarantee availability. Changes may result in a revised quotation and additional charges.
We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, staff illness or safety concerns. In such cases, we will offer a rebooking at the earliest reasonable opportunity. Our liability will be limited to the return of any pre-paid amounts for Services not provided.
8. Parking, Access and Delays
The Customer is responsible for arranging adequate parking at the collection and delivery points and for complying with any local regulations and restrictions. Any parking fees, fines or penalties incurred because of insufficient parking arrangements or inaccurate information provided by the Customer may be added to the final charge.
Where access is restricted or unsuitable, requiring additional time, equipment or personnel, we may charge a reasonable additional fee. This includes, without limitation, long carries from vehicle to property, multiple flights of stairs, or the need to dismantle items for access.
We are not liable for delays caused by traffic, road conditions, accidents, weather, or other circumstances outside our reasonable control. Where delays occur that extend the duration of the work, we may charge for additional time at our standard rates.
9. Exclusions and Prohibited Goods
Unless expressly agreed in writing, we do not carry or handle:
a) Live animals or plants;
b) Cash, securities, jewellery, watches, precious metals, or items of exceptional value;
c) Hazardous, flammable, explosive, corrosive, toxic, or otherwise dangerous substances;
d) Firearms, ammunition or weapons;
e) Illegal goods or substances.
If such items are transported without our knowledge, we shall have no liability for loss, damage or consequences arising from them, and the Customer shall indemnify us against all claims, damage and expenses we incur as a result.
10. Liability for Loss or Damage
We will exercise reasonable care and skill in providing the Services. Our liability for loss or damage to Goods or property arising from our negligence or breach of contract shall be limited as set out in this section.
We shall not be liable for:
a) Loss or damage arising from faulty or inadequate packing or protection by the Customer;
b) Loss or damage to items which are inherently fragile, unstable or in poor condition, including but not limited to glass, mirrors, lamps, or flat-pack furniture, unless we have specifically agreed to handle them and they have been properly packed;
c) Loss of data or software, loss of profits, loss of use, or any indirect or consequential loss, whether or not we were informed of the possibility of such loss;
d) Loss or damage resulting from wear and tear, gradual deterioration, or pre-existing defects.
Our aggregate liability for any claim or series of connected claims shall not exceed the value of the Goods actually lost or damaged, or a reasonable estimate of their current value, whichever is lower, subject to any monetary cap we notify to the Customer at the time of booking.
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded by law.
11. Claims and Notification
The Customer must inspect the Goods and property as soon as reasonably practicable on completion of the Services. Any visible loss or damage must be reported to us as soon as possible and in any event within 48 hours of completion, providing full details of the issue.
For damage that is not immediately apparent, the Customer must notify us as soon as it is discovered and no later than seven days after completion of the Services.
Failure to notify us within these time limits may prejudice our ability to investigate and may affect the handling of any claim. We may request photographs, proof of value, and access to inspect the alleged damage before offering any remedy.
12. Waste Regulations and Disposal
We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will only remove items as agreed at the time of booking.
Where we agree to remove unwanted items, the Customer confirms that they have the right to dispose of those items. Items may be reused, recycled, donated, or disposed of at licensed facilities in accordance with legal requirements.
We will not remove hazardous waste, including but not limited to asbestos, chemicals, paint, oils, clinical waste, tyres, gas bottles or any materials classified as controlled or hazardous. The Customer is responsible for arranging specialist disposal of such items.
Any costs incurred for lawful disposal, recycling charges, or additional handling of waste items may be added to the final invoice where not already included in the quotation.
13. Insurance
We maintain appropriate insurance cover in connection with the performance of our Services, in line with standard industry practice. Details of our insurance can be provided on request.
The Customer is encouraged to ensure that they have adequate insurance in place for their Goods and property during the move or transport, including any periods when Goods are left unattended.
14. Force Majeure
We shall not be liable for any delay or failure to perform our obligations under the Agreement where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, acts of terrorism, strikes, lockouts, or government restrictions.
15. Data Protection and Privacy
We will collect and process personal information from the Customer only to the extent necessary to arrange and provide the Services, manage payments, and handle enquiries and claims. We will handle such information in accordance with applicable data protection laws.
We will not sell or share personal data with third parties except where necessary to deliver the Services, comply with legal obligations, or with the Customer s explicit consent.
16. Complaints
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with us as soon as possible. We will investigate complaints promptly and aim to reach a fair resolution, which may include an explanation, corrective work, or compensation where appropriate and in line with these Terms and Conditions.
17. Variation of Terms
We 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 Agreement. Material changes will not affect confirmed bookings unless required by law.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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.
By proceeding with a booking, the Customer confirms acceptance of these Terms and Conditions and agrees to be bound by them in full.
