Man and Van Dulwich Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Dulwich provides man and van and related removal services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual, partnership, company or other entity that books or uses our services.

Services means any man and van, removal, relocation, loading, unloading, packing, or associated services provided by us.

Goods means the items, belongings or property that we are contracted to move, handle, or transport.

Vehicle means any van or other vehicle used by us to provide the Services.

Contract means the agreement between the Client and Man and Van Dulwich, comprising these Terms and Conditions and the booking details confirmed by us.

2. Service Description and Scope

Man and Van Dulwich provides man and van and related removal services in Dulwich and surrounding areas. Our Services may include loading, transporting, unloading, and where agreed, limited packing or unpacking assistance.

Unless expressly agreed in writing, we do not provide professional disconnection or reconnection of appliances, dismantling or reassembly of furniture requiring specialist tools or expertise, or installation services.

We reserve the right to decline any job that, in our reasonable opinion, cannot be safely or lawfully carried out, or which falls outside the scope of our Services.

3. Booking Process

3.1 Booking request

A booking request may be made by the Client through our online form, messaging, or other accepted communication channels. A booking request must include accurate information about collection and delivery addresses, access issues, number of floors, presence or absence of lifts, approximate inventory, special items, and any time restrictions.

3.2 Quotes and estimates

We may provide an estimate based on the information supplied by the Client. Estimates are not binding if the information provided is incomplete, inaccurate, or changes prior to or on the day of the move. We reserve the right to amend the price if additional work, time, distance, or labour is required.

3.3 Booking confirmation

A Contract is formed only when we confirm the booking and, where required, when any deposit has been received. Until such confirmation, availability of Vehicles and staff is not guaranteed.

3.4 Client responsibilities at booking

The Client is responsible for ensuring that all information supplied at the time of booking is correct and up to date. Any subsequent changes must be communicated to us as soon as possible and may result in revised charges or a change of date or time, subject to availability.

4. Pricing and Payment Terms

4.1 Pricing structure

Our prices may be based on hourly rates, fixed quotes, distance, number of staff required, and any additional services requested. Any minimum booking duration will be communicated at the time of booking.

4.2 Deposits

We may require a deposit to secure the booking. The amount and due date of the deposit will be notified to the Client during the booking process. Deposits are generally non refundable unless otherwise stated in these Terms and Conditions or required by law.

4.3 Payment methods

We accept commonly used payment methods as advised at the time of booking. Payment terms, including whether payment is due in advance, on completion, or part in advance and part on completion, will be communicated prior to confirmation.

4.4 Overruns and additional charges

If the job takes longer than the booked time due to factors beyond our control, additional time will be charged at the prevailing hourly rate or as otherwise stated in the booking confirmation. Additional charges may apply for waiting time, extra staff, extra Vehicles, parking fees, congestion or emission charges, tolls, or additional addresses.

4.5 Late or non payment

We reserve the right to withhold delivery of Goods or cease Services if payment is not made in accordance with the agreed terms. Ownership of any packing materials supplied by us remains with us until full payment is received. We may charge interest on overdue sums at the maximum rate permitted by applicable law.

5. Cancellations and Amendments

5.1 Client cancellations

If the Client wishes to cancel the booking, they must notify us as soon as possible. Cancellation fees may apply, depending on the notice given.

If cancellation is made more than 7 days before the scheduled service date, we will usually refund any deposit paid, less any reasonable administrative costs.

If cancellation is made between 48 hours and 7 days before the scheduled service date, we may retain all or part of the deposit or charge a cancellation fee up to a reasonable proportion of the agreed price.

If cancellation is made within 48 hours of the scheduled start time, we may charge up to the full quoted amount to cover our losses, staffing, and Vehicle allocation.

5.2 Amendments

Changes to date, time, addresses, or scope of work are subject to availability and may incur additional charges. If the booking is significantly altered, we may treat it as a cancellation and new booking.

5.3 Our right to cancel or reschedule

We may cancel or reschedule a booking due to reasons including, but not limited to, adverse weather conditions, Vehicle breakdown, staff illness, safety concerns, or other events beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative date or time. Our liability in such circumstances is limited to the refund of any deposit or prepayment for Services not provided, and we are not responsible for indirect or consequential losses.

6. Client Responsibilities

6.1 Access and parking

The Client is responsible for providing suitable access to the collection and delivery locations, including ensuring that Vehicles can legally and safely park nearby. Any permits, visitor passes, or advance arrangements for parking must be obtained by the Client, unless otherwise agreed. Additional charges may apply for long carries, restricted access, or time spent seeking suitable parking.

6.2 Packing and preparation

Unless we have agreed to provide packing services, the Client is responsible for packing Goods securely and appropriately. Fragile items must be adequately protected and clearly labelled. We do not accept liability for damage to Goods that are improperly packed or unsuitable for transport.

6.3 Prohibited and restricted items

The Client must not include in the Goods any items that are illegal, dangerous, explosive, perishable, live animals, plants requiring special conditions, or items which may cause damage to other Goods or the Vehicle. If such items are included without our knowledge, the Client will be responsible for any resulting loss, damage, or penalties, and we may dispose of such items without liability.

6.4 Fragile, high value, and special items

The Client must inform us in advance of any particularly fragile, bulky, heavy, or high value items such as antiques, artwork, pianos, safes, or specialist equipment. We reserve the right to refuse to handle such items if they cannot be moved safely or if appropriate equipment is not available. Additional charges and specific conditions may apply.

7. Our Responsibilities and Limitations

7.1 Reasonable care

We will exercise reasonable care and skill in providing the Services. Our staff will handle Goods in a responsible manner and endeavour to avoid damage to the Goods and property.

7.2 Timekeeping

We will use reasonable efforts to arrive and complete the work within the agreed timeframe. However, times are estimates only and may be affected by traffic, weather, access issues, or other factors beyond our control. We are not liable for losses arising from delays, unless caused by our negligence or breach of contract.

8. Liability for Loss and Damage

8.1 Liability for Goods

Our liability for loss of or damage to Goods, where established as resulting from our negligence or breach of contract, is limited to the reasonable cost of repair or replacement, subject to any applicable cap communicated at booking. Where the value of individual items or total consignment is exceptionally high, the Client is advised to arrange appropriate insurance cover.

8.2 Exclusions of liability

We are not liable for:

Loss or damage resulting from inadequate or improper packing by the Client.

Damage to Goods where they are already defective, weak, or in a poor condition.

Damage to flat pack or self assembled furniture as such items are often not designed to be moved fully assembled.

Loss of or damage to items of sentimental value, precious metals, stones, or documents.

Indirect or consequential loss such as loss of profits, loss of opportunity, or emotional distress.

8.3 Damage to property

If we cause damage to premises or property other than the Goods being moved, due to our negligence, our liability is limited to the reasonable cost of repair to the damaged area only. The Client must note any such damage on completion and notify us in writing within a reasonable period.

8.4 Client presence and inspection

The Client or an authorised representative should be present at collection and delivery points to oversee loading and unloading, check inventory where applicable, and inspect for any visible damage. Failure to do so may affect the ability to make a claim.

9. Waste, Disposal and Environmental Regulations

9.1 Waste carriage

We are not a general waste carrier and do not operate as a rubbish removal service unless specifically agreed. We only remove items that form part of the agreed removal or clearance work and that can be lawfully transported.

9.2 Prohibited waste

The Client must not ask us to carry hazardous waste, controlled waste, or materials requiring specialist disposal such as chemicals, solvents, asbestos, medical waste, or flammable substances. If such items are discovered, we may refuse to move them and may terminate the Contract with immediate effect, without refund.

9.3 Lawful disposal

Where we agree to dispose of unwanted items, we will do so in a lawful and responsible manner, using licensed sites or appropriate channels. Additional charges may apply for disposal, recycling, or clearance, and these will be agreed in advance where possible.

9.4 Client responsibility for illegal disposal

If the Client instructs us, knowingly or unknowingly, to dispose of items in a way that would breach waste or environmental regulations, we reserve the right to refuse and, if necessary, to terminate the Service. The Client will be responsible for any costs, fines, or penalties arising from their unlawful instructions or actions.

10. Insurance

We maintain insurance appropriate to our operations. This may include public liability and, where applicable, cover for Goods in transit. Details of our insurance cover are available on request. The Client remains responsible for arranging any additional insurance needed for high value Goods or special items. We strongly recommend that Clients ensure they have adequate cover in place for their possessions during the move.

11. Events Beyond Our Control

We are not liable for any failure or delay in performing our obligations under the Contract if caused by circumstances beyond our reasonable control, including but not limited to severe weather, road closures, accidents, Vehicle breakdowns, strikes, civil unrest, public emergencies, or acts of government. In such cases, we will use reasonable endeavours to minimise disruption and, where possible, arrange an alternative service date or solution.

12. Complaints and Claims

12.1 Reporting issues

If the Client is dissatisfied with any aspect of the Service, they should raise the issue with our staff at the time where possible so that we can seek to resolve it promptly. Any claims for loss, damage, or service issues must be notified to us in writing within a reasonable time after completion of the work and no later than 7 days from the service date, unless otherwise required by law.

12.2 Evidence and cooperation

The Client must provide reasonable evidence of any loss or damage, such as photographs, repair estimates, or purchase receipts where available, and must cooperate with us and any insurers involved in investigating the claim.

13. Privacy and Data Protection

We will collect and process personal data from the Client only as necessary to provide the Services, manage bookings, handle payments, and comply with legal obligations. We will take reasonable steps to keep such data secure and will not sell or disclose personal information to third parties except where necessary for service delivery, legal compliance, or with the Clients consent.

14. Governing Law and Jurisdiction

These Terms and Conditions and any non contractual obligations arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. 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, the Contract, or the provision of our Services.

15. Amendments to These Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of the booking will apply to the Contract. Continued use of our Services after changes have been published constitutes acceptance of the updated terms.

16. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by any court or competent authority, that provision will be severed from the remaining terms, which will continue to be valid and enforceable to the fullest extent permitted by law.

17. Entire Agreement

These Terms and Conditions, together with the booking confirmation and any written variations agreed between us and the Client, constitute the entire agreement between the parties in relation to the Services and supersede any prior understandings, representations, or agreements, whether oral or written.