Man with Van Welling Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Welling provides removal and associated services. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van Welling, the provider of the removal and related services.
1.2 "Customer" means the person, firm, or organisation booking or using the services of the Company.
1.3 "Services" means any removal, transport, loading, unloading, packing, unpacking, or related services supplied by the Company.
1.4 "Goods" means all items, belongings, furniture, equipment and property of the Customer in respect of which the Company is instructed to provide the Services.
1.5 "Booking" means a confirmed request by the Customer for the Company to provide Services at an agreed date, time and price.
1.6 "Service Area" means the areas in which the Company ordinarily offers its man and van and removal services, including Welling and surrounding locations, as determined by the Company from time to time.
2. Scope of Services
2.1 The Company provides man and van and removal services for domestic and business Customers, including local moves, small relocations, item collections and deliveries within its Service Area and to destinations agreed at the time of Booking.
2.2 The exact scope of the Services to be provided, including collection and delivery addresses, number of vehicles, number of operatives, and any additional services such as packing, must be agreed at the time of Booking.
2.3 The Company reserves the right to refuse to carry any Goods which, in its opinion, are hazardous, illegal, unsafe to move, or likely to damage equipment, vehicles or other Goods.
3. Booking Process
3.1 Bookings may be made by the Customer through the Company’s accepted booking channels as notified by the Company from time to time.
3.2 The Customer 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, including floor levels, lifts, parking restrictions and distances from vehicle to property;
(c) an honest and accurate description of the volume and type of Goods to be moved;
(d) any special handling requirements, such as fragile, bulky or heavy items.
3.3 Quotations are based on the information provided by the Customer. The Company reserves the right to amend the quotation and charge additional fees if the information supplied is inaccurate, incomplete or changes on the day of the move.
3.4 A Booking is only confirmed when the Company has accepted the Customer’s request and, where applicable, any required deposit has been paid.
4. Prices and Payments
4.1 Prices are normally quoted either as an hourly rate for a vehicle and a specified number of operatives, or as a fixed price for specific Services. The pricing method will be confirmed at the time of Booking.
4.2 Hourly rate jobs are charged from the time the vehicle and operatives arrive at the agreed collection address or the agreed start time, whichever is later, until completion of the Services, including any reasonable travel time between addresses and any waiting time caused by the Customer.
4.3 Fixed price jobs are based on the details supplied by the Customer. Where the job exceeds the agreed scope, time or volume of Goods, the Company may charge additional fees, usually based on the applicable hourly rate.
4.4 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the move. For some jobs, the Company may require a deposit or full prepayment before the Services commence.
4.5 The Company accepts payment by methods it specifies from time to time. The Customer is responsible for ensuring that funds are available and cleared at the time payment is due.
4.6 If payment is not made when due, the Company reserves the right to charge interest on any overdue amount at the statutory rate and to recover any reasonable costs incurred in the collection of overdue sums.
5. Customer Responsibilities
5.1 The Customer must ensure that they, or an authorised representative, are present at the collection and delivery addresses for the duration of the Services to provide access, direct placement of Goods, and sign any documentation required.
5.2 The Customer must ensure that all Goods are packed safely and appropriately for transport unless the Company has explicitly agreed to provide packing services.
5.3 The Customer must disconnect, defrost and prepare appliances such as fridges, freezers, washing machines and cookers before the Services commence, unless the Company has agreed in advance to assist with these tasks.
5.4 The Customer is responsible for reserving adequate parking and, where necessary, obtaining permits or authorisations for the Company’s vehicle to park safely and legally as close as reasonably possible to the property.
5.5 The Customer must notify the Company in advance of any Goods that are particularly fragile, heavy, valuable or requiring special handling.
6. Access and Parking
6.1 The Customer must ensure that there is suitable access to both the collection and delivery addresses, including clear pathways, stairways, lifts (if available), and sufficient space for the removal of Goods.
6.2 Any parking restrictions, roadworks, narrow access or other obstacles that may affect the Company’s ability to provide the Services must be disclosed at the time of Booking.
6.3 The Company reserves the right to charge for any additional time and costs incurred as a result of inadequate access or parking, including but not limited to parking fees, fines caused by the Customer’s failure to arrange suitable parking, and extended loading or unloading times.
7. Cancellations and Changes
7.1 The Customer may cancel or reschedule a Booking by giving notice to the Company through the accepted communication channels.
7.2 Where the Customer cancels a Booking with sufficient notice, any deposit paid may be refunded or transferred at the Company’s discretion. The definition of sufficient notice will be communicated at the time of Booking but is generally at least 48 hours before the scheduled start time.
7.3 If the Customer cancels a Booking with short notice, the Company may retain all or part of any deposit and may charge a cancellation fee to cover lost time and costs.
7.4 If the Customer wishes to change the date, time, or details of the Booking, the Company will make reasonable efforts to accommodate the request but cannot guarantee availability. Additional charges may apply if the revised Booking differs materially from the original.
7.5 The Company reserves the right to cancel or amend a Booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, vehicle breakdowns, illness, accidents, or other operational issues. In such cases, the Company will seek to reschedule the Booking or provide a refund of any deposit paid, but will not be liable for any consequential loss.
8. Liability and Insurance
8.1 The Company will exercise reasonable care and skill in handling and transporting the Customer’s Goods.
8.2 The Company’s liability for loss of or damage to Goods, however caused, shall be limited to a reasonable sum per item or per job, as determined by the Company and subject to any insurance cover in place at the time.
8.3 The Customer is strongly advised to arrange suitable insurance cover for their Goods, especially for high value or fragile items, as the Company’s standard liability may not reflect the full replacement value.
8.4 The Company shall not be liable for:
(a) loss or damage arising from the Customer’s failure to pack Goods adequately, unless packing services have been provided by the Company;
(b) loss of or damage to property not due to the Company’s negligence;
(c) loss or damage caused by wear and tear, inherent defects, pre-existing damage, or the nature of the Goods;
(d) indirect or consequential loss, including loss of profit, loss of use, or loss of enjoyment;
(e) damage to items that are awkward, oversized or requiring dismantling or reassembly unless such work has been agreed and carried out with reasonable care.
8.5 Any claim for loss of or damage to Goods or property must be reported to the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services. The Customer must provide reasonable evidence of the loss or damage and allow the Company an opportunity to inspect the Goods and the location.
9. Excluded Items
9.1 The Company does not carry the following items unless expressly agreed in writing prior to the Booking:
(a) hazardous or dangerous goods, including but not limited to flammable, explosive, corrosive or toxic substances;
(b) illegal items or substances;
(c) live animals or plants;
(d) perishable goods likely to deteriorate during transit;
(e) any items of extraordinary value, such as jewellery, money, important documents, antiques or fine art.
9.2 Where such items are carried without the Company’s knowledge, the Company shall have no liability whatsoever for loss or damage to those items and the Customer shall indemnify the Company against any claims, damages or expenses arising from their transport.
10. Waste and Disposal Regulations
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste disposal service and cannot remove or dispose of household rubbish, builder’s waste, hazardous waste or any materials requiring special licences, unless specifically agreed and legally compliant.
10.2 Where the Customer requests the removal of unwanted items, the Company may agree to transport those items to a licensed recycling or disposal facility, subject to additional charges and compliance with relevant regulations.
10.3 The Customer must not request the Company to dispose of items illegally, dump waste, or leave items in locations not authorised for disposal. The Customer will be responsible for any fines, penalties or enforcement action arising from such requests.
10.4 The Customer is responsible for declaring the nature of any items to be disposed of and for ensuring that they are not hazardous or prohibited. The Company may refuse to carry items where there is doubt about their nature or legality.
11. Delays and Events Beyond Control
11.1 While the Company will make reasonable efforts to arrive at the agreed time and complete the Services efficiently, all arrival and completion times are estimates and not guaranteed.
11.2 The Company shall not be liable for delay or failure to perform the Services where such delay or failure is due to events beyond its reasonable control, including but not limited to traffic, accidents, road closures, severe weather, breakdowns, strikes, or acts of third parties.
11.3 If a delay significantly affects the Booking, the Company will communicate with the Customer as soon as reasonably practicable to agree an alternative arrangement where possible.
12. Complaints
12.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, preferably on the day of the move so that the Company has an opportunity to address the concern.
12.2 Formal complaints should be submitted to the Company in writing, providing full details of the issue, including dates, addresses, and a description of the Goods or services involved.
12.3 The Company will investigate complaints fairly and promptly and will aim to provide a response within a reasonable timeframe.
13. Data Protection and Privacy
13.1 The Company will collect and use personal information provided by the Customer for the purposes of managing bookings, providing Services, processing payments, and fulfilling its legal obligations.
13.2 The Company will take reasonable steps to keep Customer information secure and will not share personal details with third parties except where necessary to provide the Services or where required by law.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 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 the Services provided by the Company.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach of the same or any other provision.
15.3 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking.
15.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings or agreements, whether written or oral.
