Terms and Conditions for Man and Van Dulwich Services

These Terms and Conditions set out the basis on which Man and Van Dulwich provides transport, loading, unloading, 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 these terms in full. They are written to be clear and practical, while reflecting standard UK service expectations, consumer rights, and waste-handling obligations. Please read them carefully before arranging a man and van service in Dulwich or any comparable domestic or commercial move.

In these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “the customer” means the person booking the service, the person paying for it, and any person acting on their behalf. The service may include collection, transport, delivery, loading, unloading, furniture movement, single-item transport, and waste removal where agreed in advance. These terms apply to all quotes, bookings, and completed jobs unless we agree otherwise in writing.

We aim to operate in a fair, professional, and transparent manner. Our man and van services are provided on the basis of the information you supply at the time of booking. If any details change, such as access, volume, parking, timing, or the type of items to be moved, you must tell us as soon as possible. Changes may affect the price, vehicle size, number of staff required, or the availability of the booking.

Booking process begins when you request a quote or ask us to confirm availability. Any estimate we provide is based on the information supplied by you, including collection and delivery locations, item descriptions, floor levels, lift access, parking conditions, and any special handling requirements. A booking is only confirmed once we have accepted the job, agreed the relevant service terms, and, where required, received a deposit or written confirmation. Until that point, availability is not guaranteed.

You are responsible for ensuring the details you provide are accurate and complete. If the items to be moved differ from those described, or if access is more difficult than stated, we may revise the quotation or decline to carry out the job. Examples include extra flights of stairs, blocked access, narrow entrances, waiting time, or additional bulky items. If such issues are discovered on arrival, we may charge additional time or refuse the work where it is unsafe or impracticable.

We reserve the right to change the assigned vehicle, crew size, route, or timing where necessary for operational reasons, provided this does not materially reduce the service agreed. We will use reasonable efforts to notify you of any significant change. A man and van in Dulwich booking may also be subject to local parking limitations, loading restrictions, or weather-related delays. These factors are outside our control and may influence the final timetable.

For same-day or short-notice bookings, the customer accepts that the service will depend on immediate availability and may be arranged on a flexible basis. If you ask us to proceed before full confirmation is issued, any work done will still be subject to these terms. Where we provide a time window rather than a fixed arrival time, this is an estimate only, and we will not be liable for delays caused by traffic, road closures, adverse weather, or other events beyond our reasonable control.

Payments must be made using the method we specify at the time of booking or upon completion. Unless agreed otherwise, payment is due immediately after the service has been carried out, and before unloading is completed in some cases where prepayment is required. We may ask for a deposit to secure the booking, especially for larger moves, weekend work, or short-notice jobs. Any deposit is normally non-refundable except where we cancel the service or fail to provide it as agreed.

Quoted prices may be fixed or may be based on time, labour, mileage, vehicle size, or a combination of these. If the job takes longer than expected because of reasons not caused by our negligence, including inaccurate information, extended waiting, or extra work requested by you, additional charges may apply. If parking charges, tolls, congestion-related fees, storage costs, or waste disposal charges are incurred as part of the agreed job, these will usually be added to the final invoice where relevant and lawful.

All prices are stated exclusive of VAT unless we confirm otherwise. We will tell you if VAT is payable. If payment is made by bank transfer, card, cash, or another accepted method, it must clear in full. We may suspend or withhold performance, delivery, or release of items until payment is received. Late or failed payments may result in recovery action, and you may be responsible for reasonable costs incurred in pursuing outstanding sums, subject to applicable law.

Cancellations and rescheduling must be made as early as possible. If you cancel before we have dispatched a vehicle or allocated staff, we may refund any deposit, less any reasonable administrative costs if stated at booking. If you cancel after we have allocated resources, begun travel, or arrived at the collection point, cancellation charges may apply to cover time, fuel, and lost work opportunities. The exact charge depends on the stage reached and the nature of the booking.

If you need to rearrange a booking, we will try to accommodate a new date or time, but this is subject to availability. Rebooking may require a fresh quotation if circumstances have changed. If we must cancel due to vehicle breakdown, staff illness, unsafe conditions, or other operational difficulties, we will notify you as soon as reasonably possible and may offer an alternative time. Our responsibility in such circumstances is limited to the refund of any advance payment for services not performed, unless otherwise required by law.

Liability is limited to losses caused directly by our negligence, breach of contract, or failure to exercise reasonable care and skill. We will take reasonable care with your property, but the customer remains responsible for ensuring items are suitably packed, protected, and ready for transport unless we have expressly agreed to pack them. Fragile items, electronics, artwork, mirrors, glass, and antiques should be declared in advance and, where possible, secured appropriately by you.

We are not liable for pre-existing damage, hidden defects, poor packaging, unsuitable access, or items that cannot safely be moved due to their size, weight, or condition. We also are not responsible for damage arising from normal wear and tear, unavoidable movement during transit, or circumstances beyond our control. If you request that we move an item despite our concerns, any resulting damage may not be covered, especially where the item was already unstable or inadequately protected.

Where our team assists with dismantling, reassembly, lifting, or placement of furniture, such assistance is provided on a reasonable-efforts basis unless otherwise agreed. We accept no liability for defective fittings, weak structures, or items that fail because of age, prior damage, or improper assembly. You should tell us in advance if any item requires special tools or handling. We may refuse to move items that present an unreasonable risk to staff, property, or the public.

Waste regulations apply where the service includes removal, disposal, or transport of unwanted items. You must only present waste that you are legally entitled to dispose of, and you must be honest about its contents. We may request details of the waste type, quantity, and source. In line with UK waste law, we reserve the right to refuse hazardous, contaminated, clinical, asbestos-containing, or otherwise restricted materials unless we have explicitly agreed and are legally permitted to handle them.

If we collect waste as part of a man and van service, it may be taken to an approved facility, reused where lawful, recycled, or otherwise handled in accordance with applicable environmental and licensing rules. You acknowledge that incorrect waste descriptions may lead to additional charges, refusal of collection, or reporting where required by law. We may also ask for proof of identity or evidence that waste transfer is legitimate and authorised. Any items left for disposal become subject to our handling procedures only once accepted by us.

The customer remains responsible for ensuring that no prohibited items are included in waste loads. Prohibited items may include gas cylinders, paint, solvents, chemicals, batteries, oils, electrical waste with special handling needs, sharp medical waste, and any item that requires a specialist permit or licence. If such material is discovered after collection has begun, we may return it, isolate it, charge additional fees, or refuse to continue. You may be liable for losses, fines, or third-party costs arising from inaccurate declarations.

Where the service includes moving belongings into storage, between properties, or to another recipient, you must ensure that the destination is ready to receive them. We do not accept responsibility for delays caused by unavailable keys, absent recipients, restricted access, or incomplete delivery instructions. Goods left in our vehicle or temporarily stored for operational reasons remain subject to reasonable care, but storage is not part of the standard service unless expressly agreed. Any extended holding arrangement may require separate terms.

You warrant that you have the right to arrange the removal, transport, or disposal of all goods and waste handed to us. You must not use the service to move stolen goods, contraband, items subject to court orders, or property that you are not authorised to relocate. If we reasonably suspect unlawful conduct, we may refuse the booking, stop the job, or notify the appropriate authorities. Our staff may also refuse to enter premises or carry items where doing so would place them at risk.

We may take photographs or brief notes before, during, or after a job for operational, evidence, or quality-control purposes, including to document existing damage, access issues, load condition, or completed delivery. Such records may be used to resolve disputes or support insurance claims. We will handle personal data in accordance with applicable data protection law and only keep it for as long as necessary for business, legal, or insurance purposes.

Any complaint should be raised promptly so that we can investigate while the relevant facts are fresh. If an item is lost or damaged, you must tell us within a reasonable time and provide supporting details. We may ask for photographs, purchase information, or repair estimates. Our assessment of a claim may depend on whether the item was packed by us, the nature of the damage, and whether the loss was foreseeable and caused by our actions. Any compensation, where due, will normally be limited to the reasonable repair cost, replacement value, or the value of the service affected, whichever is lower and lawful.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Consumer rights under the Consumer Rights Act 2015 and related legislation remain unaffected. If any part of these terms is found unenforceable, the remaining provisions will continue in force. Our decision not to enforce any right on one occasion does not mean we waive that right in future.

The agreement between you and us is governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, these terms, or any related invoice shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. These terms are intended to be fair and proportionate, and they apply whether the booking relates to a house move, office move, single-item transport, or waste removal handled by our man and van Dulwich team.