Terms and Conditions for Man With Van Osterley

These Terms and Conditions set out the basis on which Man With Van Osterley provides moving, loading, transport, delivery, and related removal services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging a service. These terms are intended to be fair and practical, and they apply to all bookings unless we agree otherwise in writing.

Service scope. Our man and van service may include collection, transport, lifting, loading, unloading, and placement of items as agreed at the time of booking. We may also provide assistance with furniture moves, single-item transport, office relocation, and general delivery work. Any task outside the agreed scope, including extra floors, additional stops, or specialist handling, may require an updated quotation. Booking a service confirms that you have provided accurate information about the items, access conditions, and any special requirements.

These terms apply to all customers using the Man With Van Osterley service, whether the booking is for domestic or commercial purposes. If any part of these terms is found to be unenforceable, the rest will remain in effect. Nothing in these terms affects your statutory rights under UK consumer law where applicable.

Booking Process

All bookings are subject to availability and are not confirmed until we have accepted the job. A quote may be provided based on the information supplied by you, including the collection and delivery addresses, access details, estimated volume, item description, and preferred date or time. We reserve the right to revise a quote if the information provided is incomplete, inaccurate, or changes before the service date. It is your responsibility to disclose anything that may affect the job, such as stairs, parking restrictions, difficult access, heavy items, or fragile goods.

Once you accept a quotation, we may ask for confirmation in writing, by email, text message, or another agreed method. A booking will only be secured when confirmed by us and, where requested, any deposit has been paid. We may refuse or cancel a booking if the job is outside our capabilities, unsafe, unlawful, or likely to place staff, vehicles, or property at unreasonable risk. Any estimated arrival time is approximate and may change because of traffic, weather, previous jobs, or operational delays.

Customers must ensure that someone authorised to approve the job is present at the collection or delivery point, unless otherwise agreed. If no one is available at the agreed time, we may treat the job as a failed attendance and charge accordingly. If access details change after booking, you must tell us as soon as possible so that we can review whether additional time, labour, or equipment is required. Failure to do so may result in extra charges or postponement of the service.

Payments and Charges

Payment terms will be confirmed at booking or on the quotation. Unless otherwise agreed, payment is due on completion of the service. We may require a deposit for certain jobs, especially for advance bookings, long-distance work, or higher-value transport. Where a deposit is taken, it may be non-refundable in line with the cancellation terms below. Accepted payment methods will be notified in advance and may include bank transfer, card payment, or cash, subject to prior agreement.

Quoted prices are based on the details supplied at the time of booking. If the actual service takes longer, requires additional labour, involves extra mileage, or includes circumstances not disclosed in advance, we may charge a reasonable supplement. Examples include waiting time, additional stops, additional items, stair carries, parking penalties caused by the customer’s instructions, or the need for special handling equipment. Any additional charges will be explained as far as reasonably practicable before they are applied.

If payment is not made when due, we reserve the right to suspend further services, withhold delivery where lawful, charge late payment interest where permitted by law, and recover reasonable costs of collection. Invoices, where issued, must be paid by the stated due date. Where services are arranged for a business customer, statutory late-payment rights may apply. We do not accept responsibility for delays caused by non-payment or by disputes over sums that have not been raised in a timely and reasonable manner.

Cancellations, Rescheduling, and Waiting Time

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the size of the job, staffing arrangements, and whether a deposit has been paid. If you cancel too close to the appointment time, we may charge a cancellation fee to cover lost time, administrative costs, and any committed resources. Where a deposit has been paid, part or all of it may be retained in accordance with the booking terms and the reason for cancellation.

If we need to cancel or reschedule due to operational reasons, vehicle breakdown, severe weather, unsafe conditions, or circumstances beyond our control, we will seek to offer a new appointment time. We are not liable for indirect losses caused by a cancellation or delay, but we will use reasonable efforts to minimise disruption. If a service cannot proceed because access is blocked, items are not ready, or the customer is absent, we may charge for wasted attendance and any time already spent on the job.

We may apply waiting charges where our team is kept on site beyond a reasonable period due to circumstances within the customer’s control, including delays in obtaining keys, parking, or access authorisation. If the delay materially affects the day’s schedule, we may choose to discontinue the job and charge for the work completed up to that point. For clarity, repeated changes to the booked service may require a new quotation and a revised timetable.

Customer Responsibilities

You must ensure that all items are appropriately packed, protected, and ready for transport unless packing or wrapping has been expressly included in the service. Fragile, valuable, or sentimental items should be clearly identified. We may refuse to transport items that are unsafe, improperly packed, leaking, odorous, contaminated, or otherwise unsuitable for transport. The customer is responsible for securing contents, disconnecting appliances if required, and ensuring that furniture or property is ready for safe handling.

You must also make sure that the goods being moved belong to you, or that you have permission from the owner or legal right to arrange the move. We are entitled to assume that any person instructing us has authority to do so. If we reasonably believe a job may involve stolen property, illegal goods, or unlawful disposal, we may refuse the work and report the matter to the appropriate authority where required by law. We may request identification or proof of authority for certain bookings.

Parking access, permits, key collection, and any building-specific rules should be arranged by the customer unless otherwise agreed. If we incur charges because suitable arrangements have not been made, such charges may be passed on to you. This includes parking fines, access fees, and additional labour caused by poor preparation. Our team will treat your premises with care, but you remain responsible for protecting items that are especially delicate or high in value unless a separate agreement is made.

Liability and Insurance

We will carry out services with reasonable care and skill. However, our liability is limited to losses directly caused by our negligence, breach of contract, or failure to perform the agreed service with reasonable care. We are not responsible for pre-existing damage, fair wear and tear, defects in items, inadequate packaging, or problems caused by hidden conditions. You should inspect items before and after the move whenever possible and notify us promptly of any concern.

Where we are responsible for loss or damage, our liability will be limited to the reasonable repair or replacement cost of the affected item, subject to any agreed cap and to the extent permitted by law. We will not be liable for indirect or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or loss resulting from delay, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

Any claim for damage or loss must be notified to us as soon as reasonably practicable and, where possible, before the team leaves the site. Claims raised later may be harder to assess and may not be accepted if delay has prejudiced our ability to investigate. If insurance cover is discussed, it will be subject to the policy terms and any exclusions, excesses, or limits that apply. The existence of insurance does not extend our liability beyond what is stated in these terms unless we expressly agree otherwise in writing.

Waste Regulations and Disposal

Where our service includes removal of unwanted items, waste, or bulky materials, the customer must be clear about what is to be taken away. We only remove items that can lawfully be transported and disposed of in accordance with applicable waste legislation. Man With Van Osterley may refuse to collect waste that is hazardous, contaminated, prohibited, or likely to create a compliance risk. This includes, without limitation, asbestos, chemicals, pressurised containers, clinical waste, paint in unsuitable quantities, and any item classified as controlled waste requiring special treatment.

If disposal is included in the service, we will use lawful disposal or recycling routes as appropriate. The customer warrants that any waste handed over to us is theirs to dispose of, or that they have authority from the owner to arrange removal. You must disclose if any goods are to be treated as waste rather than transported for reuse. Misdescription of waste may lead to extra costs, refusal of service, or additional legal and environmental obligations. We may charge more where sorting, segregation, or safe handling is required.

Customers should note that UK waste regulations place duties on those who produce, carry, and transfer waste. Where relevant, we may require accurate information about the origin, type, and quantity of materials. We reserve the right to decline any collection that could breach environmental, licensing, or transport requirements. If prohibited items are mixed with ordinary waste, the entire load may be refused or isolated until it can be handled lawfully. You are responsible for any losses or costs arising from inaccurate waste declarations.

Force Majeure, Complaints, and Governing Law

We are not liable for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control. This includes, for example, adverse weather, road closures, accidents, strikes, fire, flood, acts of government, power failures, or other unforeseen disruption. If a force majeure event affects a booking, we will try to resume the service or arrange an alternative date where possible, but neither party will be responsible for delays caused by the event itself.

If you have a complaint about the service, you should raise it promptly so that it can be reviewed fairly and in a timely manner. We may ask for supporting information, such as photographs, written notes, or item details, to help assess the issue. Any resolution may include a correction, partial refund, or other reasonable remedy depending on the circumstances. Nothing in these terms prevents you from seeking any right or remedy available to you under applicable law.

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 will have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these terms is amended or updated, the revised version will apply from the date it is published or otherwise communicated to you. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for the Man With Van Osterley service.