Man with Van Osterley Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Osterley provides removal, transport and related services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions and Interpretation
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, company or organisation requesting or paying for the services.
Services means any man with van, removal, transport, loading, unloading, packing, furniture assembly, or related services provided by us.
Vehicle means any van or other vehicle used by us to carry out the services.
Goods means the items, belongings, furniture, equipment or materials that the client asks us to move, transport or handle.
Contract means the agreement between the client and Man with Van Osterley comprising these Terms and Conditions and the confirmed booking details.
We, us or our refers to the Man with Van Osterley service provider.
2. Scope of Services
We provide man with van and removal services within Osterley and surrounding areas, as well as to and from other locations within the United Kingdom as agreed at the time of booking. The specific scope of services, including collection and delivery addresses, number of operatives, vehicle size and any additional work such as packing or furniture dismantling, will be agreed during the booking process.
We reserve the right to refuse to move, handle or transport any goods that in our reasonable opinion may pose a risk to health and safety, could damage our vehicle or equipment, or would breach any applicable law or regulation.
3. Booking Process
3.1 Bookings can be made by submitting a request through our chosen communication methods and receiving confirmation from us. A booking is not considered confirmed until we have provided written or verbal confirmation of the date, time, service details and quoted price.
3.2 The client is responsible for providing accurate and complete information at the time of booking, including but not limited to:
a. Full collection and delivery addresses.
b. Access details at each address, including floor levels, lift availability, parking restrictions and distance from parking to property.
c. A clear description and approximate quantity of goods to be moved.
d. Any particularly heavy, bulky, fragile or high-value items.
e. Any special handling requirements.
3.3 Quotations and booking confirmations are based on the information supplied by the client. If the information provided is inaccurate or incomplete, we reserve the right to adjust the price or, where necessary, decline to complete part or all of the service.
3.4 We will use reasonable endeavours to arrive at the agreed time. However, all times are approximate, and factors such as traffic, weather and unforeseen delays may affect arrival and completion times. We will not be liable for any loss or expense arising from delays beyond our reasonable control.
4. Quotations and Pricing
4.1 Unless stated otherwise, quotations are provided either as an hourly rate or a fixed price.
4.2 Hourly rate bookings are charged from the agreed start time or the arrival of our vehicle at the collection address, whichever is earlier, until the service is completed. Waiting time caused by the client, delays in access, or additional loading and unloading time will be chargeable.
4.3 Fixed price quotations are based on the details supplied at the time of booking. Additional charges may apply if:
a. There are additional items or services not originally disclosed.
b. Access is significantly more difficult than stated.
c. There are substantial delays outside our control while carrying out the service.
4.4 Quotations do not include any parking fees, congestion charges, tolls or fines. These costs will be the responsibility of the client and may be added to the final invoice where incurred by us as a direct result of carrying out the booked service.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may require full or partial payment in advance for certain bookings, long distance moves or where materials or additional resources are required.
5.2 Payment methods accepted will be communicated at the time of booking. The client must ensure that they are able to make payment using one of the permitted methods on the day of the move.
5.3 We reserve the right to withhold commencing or continuing the service if payment terms are not met. Where payment is not made in full upon completion, we may retain goods in our possession until full payment is received, subject to applicable law.
5.4 Interest may be charged on overdue amounts at the statutory rate from the due date until the date of payment in full.
6. Cancellations and Amendments
6.1 If the client wishes to cancel or amend a booking, they must notify us as soon as possible.
6.2 Cancellations made more than 48 hours before the scheduled start time will normally not incur a cancellation fee. However, we reserve the right to retain any non-refundable deposit where specified at the time of booking.
6.3 Cancellations made within 48 hours of the scheduled start time may incur a cancellation charge of up to 50 percent of the estimated booking value.
6.4 Cancellations made within 24 hours of the scheduled start time or failure to provide access on arrival may be charged at up to 100 percent of the estimated booking value, particularly where we have reserved specific time slots or additional resources.
6.5 Amendments to the date, time or scope of services are subject to availability. If we are unable to accommodate the requested changes, the original booking and associated charges may still apply in accordance with this cancellation policy.
7. Client Responsibilities
7.1 The client is responsible for:
a. Ensuring adequate parking is available for the vehicle at both collection and delivery addresses.
b. Obtaining any necessary permits, permissions or authorisations for loading, unloading and parking.
c. Ensuring that goods are properly packed and prepared, unless packing services are specifically included in the booking.
d. Being present, or appointing an authorised representative, at collection and delivery addresses to provide access, instructions and confirmation of completion.
e. Securing valuable, fragile or delicate items appropriately and informing us of any items requiring special care.
7.2 The client must not ask our staff to carry out any illegal activities or unsafe practices, including disconnecting gas appliances, tampering with electrical installations or moving items that pose a danger.
8. Goods We Will Not Move
8.1 We do not transport:
a. Hazardous, illegal or explosive materials.
b. Live animals or plants.
c. Perishable food items likely to deteriorate during transport.
d. Items that exceed the weight or dimensions safely manageable by our staff or vehicle.
8.2 If such items are included without our knowledge, the client will be responsible for any loss, damage, contamination, fines or costs that arise as a result.
9. Liability and Limitations
9.1 We will exercise reasonable care and skill when handling and transporting goods. However, our liability is subject to the limitations set out in this clause.
9.2 We will not be liable for:
a. Loss or damage resulting from inadequate or improper packing by the client.
b. Damage to goods where the client or a third party assists with loading or unloading against our advice.
c. Loss or damage to items of sentimental, special or unique value, or to cash, jewellery, important documents or similar, unless these items were expressly declared and agreed in writing before the service.
d. Any indirect or consequential loss, including loss of profit, loss of opportunity or loss of enjoyment.
9.3 Our total liability for loss of or damage to goods, whether arising from negligence, breach of contract or otherwise, shall not exceed the lower of the actual value of the goods at the time of loss, or a reasonable limit per move. Any higher value cover must be agreed expressly before the booking and may incur additional charges.
9.4 The client must inspect goods upon delivery and notify us of any visible loss or damage at the time of completion wherever reasonably possible. Any claim relating to loss or damage must be submitted to us in writing as soon as reasonably practicable and in any event within seven days of the service date.
10. Access, Property Damage and Parking
10.1 The client is responsible for ensuring safe and adequate access to the property, including clear pathways, staircases, lifts and entrances.
10.2 While we will take reasonable care to avoid damage to property, we will not be liable for:
a. Damage to walls, floors, fixtures, fittings or surroundings that arises from moving large or heavy items in restricted spaces, where the client has requested that such items be moved despite potential risk.
b. Any damage resulting from pre-existing structural weaknesses, defects or poor construction.
10.3 The client is responsible for any parking charges, fines or penalties incurred while we are carrying out the service if these result from insufficient provision of valid parking arrangements or permits.
11. Waste and Environmental Regulations
11.1 We operate under applicable waste and environmental regulations. We are not a general rubbish clearance contractor and will only remove waste where agreed in advance and in accordance with relevant laws.
11.2 The client must not ask us to dispose of hazardous or prohibited waste. Any such request will be refused, and the client may be liable for any costs or penalties arising from attempting to move or dispose of such materials.
11.3 Where we agree to remove unwanted items, they may be reused, recycled, donated or disposed of lawfully. Title to such items passes to us upon collection for disposal, and no compensation will be payable to the client unless expressly agreed.
12. Delays and Events Beyond Our Control
12.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to severe weather, road closures, accidents, breakdowns, strikes, public disturbances or acts of government.
12.2 If an event beyond our control affects the scheduled service, we will notify the client as soon as reasonably practicable and, where possible, agree an alternative date or time. Any additional costs arising from re-scheduling may be chargeable.
13. Insurance
13.1 We maintain appropriate insurance cover for our vehicles and public liability as required by law and in line with the nature of our services.
13.2 Our insurance may not cover all types of goods or all potential losses. The client is encouraged to arrange additional insurance cover for high value, delicate or irreplaceable items as necessary.
14. Complaints and Dispute Resolution
14.1 If the client is dissatisfied with any aspect of our service, they should raise the issue with us as soon as possible so that we have an opportunity to address the concern.
14.2 We will investigate any complaint reasonably and in good faith, and we may request supporting information or evidence, including photographs of any alleged damage.
14.3 Where a dispute cannot be resolved directly, the parties may consider independent mediation or other alternative dispute resolution methods before commencing formal legal proceedings.
15. Data Protection and Privacy
15.1 We will process any personal information provided by the client solely for the purpose of administering bookings, providing services, managing payments and fulfilling our legal obligations.
15.2 We will take reasonable steps to keep personal data secure and will not sell or share personal data with third parties except where required to deliver the service, comply with law or enforce our rights.
16. Variation of Terms
16.1 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 specific contract.
16.2 Any variation to these Terms and Conditions requested by the client will only be effective if agreed by us in writing.
17. Severability
17.1 If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
18. Governing Law and Jurisdiction
18.1 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.
18.2 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 the provision of our services.
By confirming a booking with Man with Van Osterley, the client acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.
