These Terms and Conditions set out the basis on which moving, transport, and related assistance are provided by Man With Van Kingston Upon Thames (referred to in this document as “we,” “us,” or “our”). By making a booking, confirming an estimate, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before placing an order. These terms apply to domestic and commercial jobs, single-item collections, partial moves, storage transfers, and any related loading or unloading services supplied under the name Man With Van Kingston Upon Thames.

This document is intended to be a clear legal page and should be read alongside any written quote, booking confirmation, or service notes we provide. If any part of the quote or booking confirmation differs from these terms, the specific written agreement will take priority to the extent of that difference. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply. In these terms, references to “goods” include any belongings, furniture, boxes, appliances, and other items handled during the service.

We reserve the right to update these terms from time to time. The version in force at the time of booking will generally apply to your job, unless a later written variation has been agreed by both parties. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue to apply. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

A booking with Man With Van Kingston Upon Thames is formed when you request a service, we provide a quotation or estimate, and you confirm that you wish to proceed. A booking may be made verbally, by email, through a booking form, or by any other method we accept. However, no job is guaranteed until we have confirmed availability and, where required, received any deposit or prepayment set out in the quote. The booking will normally specify the collection and delivery addresses, date, access arrangements, estimated duration, and any special handling requirements.

It is your responsibility to provide accurate and complete information at the time of booking. This includes, without limitation, the volume and nature of the items, any heavy or fragile goods, floor levels, lift access, parking restrictions, and whether assistance is needed for dismantling or reassembly. If the information supplied is incorrect or incomplete, we may revise the price, change the schedule, or decline to proceed if the service cannot safely or reasonably be carried out on the original terms. Any estimate is based on the details given and is subject to change if the actual job differs materially from the description provided.

Where a time slot is provided, it is given as an estimated arrival window rather than a guaranteed exact time, unless we expressly agree otherwise in writing. Delays caused by traffic, weather, access issues, prior job overruns, or events outside our reasonable control do not automatically entitle you to compensation. If you require the job to be completed within a specific period, you must tell us before booking so that we can confirm whether this is feasible. We may refuse a booking where the proposed service is unsafe, unlawful, or outside the scope of our normal operations.

2. Pricing and Payments

Our prices may be fixed, hourly, or based on a quotation, depending on the nature of the work. Unless stated otherwise, quotes are based on the information available at the time and may change if the job scope, waiting time, access conditions, or route changes. Additional charges may apply for congestion, long carries, extra labour, stairs, multiple stops, dismantling, packing materials, specialist handling, or out-of-hours work where applicable. Any such charges will be communicated as soon as reasonably practicable. The client remains responsible for all charges arising from changes requested by the client during the service.

Payment terms will be stated on the quote or invoice. In many cases, payment is due immediately upon completion of the service, although we may request a deposit or full prepayment for certain bookings. We accept payment by the methods we specify at the time of booking. If a card payment, bank transfer, or other non-cash method is agreed, you must ensure that cleared funds are available by the due date. Failure to pay on time may result in administrative charges, interest, recovery costs, and suspension of future services, to the extent permitted by law.

All prices are quoted in pounds sterling unless otherwise stated and may be subject to VAT where applicable. We will let you know if VAT is included or added separately. If you dispute an invoice, you must notify us promptly and provide reasonable detail of the issue. Disputes do not entitle you to withhold payment for the undisputed portion of the invoice. Where a job is cancelled late, materially altered, or interrupted by factors within your control, you may still be liable for reasonable costs already incurred.

3. Cancellations, Amendments, and No-Shows

You may cancel or amend a booking by giving us notice as early as possible. We understand that plans can change, but cancellations and alterations may affect our scheduling and costs. If you cancel with sufficient notice, no fee may be charged, depending on the specific booking terms. However, if you cancel after we have already incurred costs, allocated staff, reserved vehicles, purchased materials, or begun travelling to the job, you may be charged a reasonable cancellation fee or the full agreed minimum charge where appropriate.

For time-sensitive jobs, late changes to the collection or delivery date, access arrangements, or item list may lead to rescheduling. If we are unable to accommodate the change, the original booking may be treated as cancelled by you. If you are not present, cannot provide access, or fail to make the goods available at the agreed time, we may classify the booking as a no-show and charge for lost time, travel, and any other reasonably incurred expenses. We will act proportionately and in line with the circumstances of the booking.

We may also cancel or suspend a booking where payment is not made when due, the service would be unsafe, the items are misdescribed, or you behave in an abusive, threatening, or unlawful manner. In such circumstances, we may retain any deposit paid to cover administrative and preparatory costs, subject to applicable law. If we have to cancel due to circumstances within our control, we will use reasonable efforts to rearrange the service or refund any sums paid for undelivered work.

4. Service Standards and Customer Responsibilities

We will carry out services with reasonable care and skill, using suitable vehicles and equipment appropriate to the work agreed. You must ensure that the property and items are ready for loading at the agreed time, that access routes are clear, and that all necessary permissions for parking, building entry, or use of lifts have been obtained in advance. Any delays caused by lack of access, missing keys, inaccurate directions, or insufficient parking space may be charged as waiting time or additional labour.

You are responsible for ensuring that items handed over for transport are correctly packed, labelled, and declared where special care is required. Unless we specifically agree to pack or dismantle items, we are not responsible for damage arising from inadequate packing, pre-existing weakness, faulty assembly, or inherent defects. We may refuse to carry items that are dangerous, improperly secured, or likely to cause damage to other goods or property. Items containing fuel, gas, asbestos, chemicals, or other prohibited materials must be disclosed in advance and must not be presented for carriage unless legally permitted and expressly accepted by us.

If you ask us to move goods that are especially valuable, fragile, or sentimental, you should inform us in advance and consider appropriate insurance cover. We may require a higher level of information or impose service limitations for such goods. You must also ensure that any valuables, cash, jewellery, documents, passports, and similar small items are removed and kept separately unless we have agreed in writing to transport them. We will not be responsible for losses resulting from items left unsecured or undisclosed.

5. Liability and Insurance

We accept liability for loss or damage caused by our negligence, subject to the limitations in these terms and any insurance arrangements we maintain. However, our liability is limited to the direct and foreseeable loss suffered as a result of our breach or negligence. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Except where prohibited by law, we will not be liable for indirect, incidental, or consequential losses such as loss of profit, loss of business, or missed deadlines.

We are not liable for pre-existing damage, normal wear and tear, defects in goods, insufficient packing by you, or loss caused by events outside our reasonable control. We are also not liable for damage resulting from items being too large for the access route, hidden structural issues, or instructions given by you that create risk. If damage occurs, you must notify us as soon as reasonably possible and provide evidence, including photographs if available. Claims should be made promptly so that the matter can be investigated while the relevant facts are still available.

Any compensation offered will normally be limited to the fair repair cost or the replacement value of the item, taking into account age, condition, and depreciation, unless a higher amount is required by law or agreed in writing. We may, at our discretion, repair, replace, or compensate for damaged items rather than providing cash. Nothing in these terms affects any separate insurance policy that you may hold. It remains your responsibility to ensure that adequate cover is in place for goods of high value or unusual risk.

6. Waste Regulations and Prohibited Materials

If the service includes removal of unwanted items, waste, or rubbish, you agree that all items are accurately described and that any duty of care requirements are complied with. We operate in accordance with applicable UK waste regulations and expect customers to do the same. Waste must be separated from reusable belongings where required, and any hazardous or controlled waste must be fully disclosed in advance. We may refuse any waste load that we reasonably believe contains prohibited or undisclosed hazardous materials.

It is your responsibility to ensure that the waste you ask us to remove is lawful to transport and dispose of. You must not present items that require specialist licensing, treatment, or containment unless we have expressly agreed to handle them and are legally able to do so. This includes, without limitation, asbestos, chemicals, oils, solvents, paint in large quantities, pressurised containers, batteries in regulated quantities, clinical waste, and electrical items subject to special handling rules. If illegal or undeclared waste is discovered, the service may be stopped immediately and you may be responsible for resulting costs, fines, or disposal charges.

Where we arrange disposal or transfer of waste, we will act in line with our legal obligations and may use licensed third parties where appropriate. You acknowledge that some items may be redirected for reuse, recycling, or lawful disposal, depending on their condition and the service agreed. You must not assume that anything removed will be dumped without regard to regulations. Any waste-related instruction that would place us in breach of law will be ignored, and we may terminate the booking without liability if compliance cannot be maintained.

7. Events Beyond Our Control

We will not be liable for failure or delay in performance caused by events outside our reasonable control. These may include severe weather, road closures, accidents, breakdowns, industrial action, fire, flood, acts of government, public health restrictions, utility failures, or similar events. Where such an event occurs, we will use reasonable efforts to resume or rearrange the service as soon as practicable. If performance becomes impossible or significantly delayed, either party may be entitled to cancel the affected booking without further liability, subject to payment for work already performed or costs already incurred.

8. Termination and Refusal of Service

We may terminate or refuse to continue the service if you fail to pay, provide inaccurate information, act unlawfully, or create a health and safety risk. We may also stop work where access is unsafe, items are not ready, or carrying out the job would expose our staff, vehicle, or your property to unreasonable risk. In such cases, you may remain responsible for charges for time spent, travel, and costs already incurred. Any termination under this clause will be without prejudice to rights or remedies that have already accrued.

9. Complaints and Disputes

If you have a concern, you should notify us promptly with a clear description of the issue. We will review the matter in good faith and, where appropriate, may inspect the affected goods, obtain further information, or propose a practical resolution. This may include repair, re-delivery, partial refund, or other fair remedy depending on the circumstances. We aim to deal with disputes reasonably and proportionately. Failure to raise an issue promptly may make it harder to investigate and may affect the outcome of any claim.

10. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If you are a consumer, you retain any rights granted to you by applicable legislation and those rights are not limited by any clause in these terms.

Final agreement: by confirming a booking with Man With Van Kingston Upon Thames, you acknowledge that you have read, understood, and agreed to these terms. They are intended to create a fair and transparent framework for the services provided, balancing practical delivery standards with the protections required under UK law. If you do not agree to them, you should not proceed with the booking.