Terms and Conditions for Man With Van Heston

These Terms and Conditions set out the basis on which Man With Van Heston, referred to in this document as “we”, “us” or “our”, provides moving, transport, loading, unloading, and related services to customers, referred to as “you” or “the customer”. By making a booking, confirming a quotation, or allowing our team to carry out work, you agree to be bound by these terms. Please read them carefully before placing a request for a man with van service in Heston or any associated removal service.

These terms apply to domestic and commercial jobs, including single-item moves, small removals, furniture transport, courier-style collections, and similar assignments. They are intended to provide clear expectations for both parties, including how bookings are made, when payment is due, what happens if a job is cancelled, and how liability is managed. Where a specific written agreement or quotation states different terms, the written agreement will take priority to the extent of any inconsistency.

We may update these Terms and Conditions from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of your booking will usually apply to your service unless we notify you otherwise. If any part of these terms is found unlawful or unenforceable, the remaining provisions will continue to apply as far as permitted by law.

1. Booking Process

A booking becomes valid when we have received your request, provided a quotation or estimate, and you have accepted it. Acceptance may be given by email, text, phone confirmation, online form submission, or any other method we accept. A booking is not guaranteed until we have confirmed availability. We may ask for additional details before confirming, such as item size, access conditions, stairs, parking limitations, timing requirements, and whether the job includes packing, dismantling, or disposal.

You are responsible for providing accurate and complete information when requesting a quote or making a booking. If the actual job differs from the information you supplied, we may revise the price, alter the schedule, or refuse to proceed if the work is unsafe, unlawful, or outside the agreed scope. This is particularly important for a van and man service where the total time, vehicle size, and labour required depend on the details you provide in advance.

We reserve the right to allocate an appropriate vehicle and crew based on the information supplied and the operational needs of the job. If additional crew members, multiple vehicles, specialist equipment, or waiting time are required because of the circumstances at collection or delivery, extra charges may apply. Any change to the job on the day must be agreed by both parties before the additional work begins, unless it is necessary to protect property, safety, or legal compliance.

2. Service Scope and Customer Responsibilities

Our services are limited to transport and handling of goods agreed at the time of booking. Unless otherwise stated in writing, we do not provide packing materials, dismantling, reassembly, storage, deep cleaning, or specialist handling of hazardous, restricted, or regulated items. You must ensure that all items are ready for collection at the agreed time and are properly packed, wrapped, and secured if they are fragile or valuable.

You must also ensure there is safe and lawful access to the property and that parking, loading, and unloading arrangements are suitable for the vehicle and crew. If access is restricted by narrow roads, low bridges, weight limits, permit zones, unannounced road closures, or lack of parking, you are responsible for obtaining any permits or permissions needed unless we have expressly agreed to do this for you. Delays caused by access issues may result in waiting charges or a revised appointment time.

You warrant that you have the right to move the items concerned and that the goods are not stolen, prohibited, dangerous, or subject to legal restriction. We may refuse to transport items that we believe are unsafe, illegal, contaminated, inadequately secured, or likely to cause damage to other property, our vehicles, or our personnel. This includes, without limitation, certain chemicals, pressurised containers, live animals, plant matter subject to control, and other regulated materials.

It is your responsibility to be present, or to nominate an authorised person, at collection and delivery if signatures, instructions, or access are required. If no one is available, we may store goods temporarily at your risk and expense, return them later, or take other reasonable steps to secure the items, depending on the circumstances. Any such action will be charged where reasonable.

3. Payments and Pricing

Prices may be based on an hourly rate, fixed fee, minimum charge, mileage, load size, access conditions, waiting time, or a combination of these factors. Any quotation given before the job is completed is an estimate unless expressly stated as fixed. Estimates are based on the information available at the time and may change if the scope of work changes. We may also apply additional charges for late starts caused by the customer, additional stops, ferry or toll charges, parking costs, congestion or low-emission charges where applicable, and disposal fees if agreed.

Unless we have agreed otherwise in writing, payment is due on completion of the service on the same day. We may require a deposit or prepayment to secure a booking, particularly for larger jobs or busy periods. Deposits are usually non-refundable except where we cancel the booking or where consumer law requires otherwise. We accept payment by the methods we notify you of from time to time, and we may refuse cashless or card payment if technical issues prevent secure processing.

If payment is not made when due, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend future services, withhold return of goods to the extent lawful, or decline to accept additional work until outstanding sums are cleared. If a payment is disputed, you must notify us promptly with details, and we will review the matter in good faith.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the size of the job, the distance involved, and whether staff or vehicles have already been allocated. For smaller man with van service bookings, shorter notice may still result in a cancellation fee if we have already reserved time and resources. For larger or long-distance jobs, more notice is generally expected.

If you cancel after the crew has been dispatched, after arrival, or after work has started, you may be charged a cancellation fee, a minimum call-out fee, waiting time, or part of the agreed job price depending on the stage reached and the resources committed. Where a deposit has been paid, we may retain all or part of it to cover administrative and operational costs. We will always act reasonably and in accordance with applicable consumer law when assessing any cancellation charge.

We may cancel or reschedule a booking where circumstances beyond our control make performance impractical or unsafe. This includes severe traffic disruption, adverse weather, vehicle breakdown, illness, staff unavailability, road closures, civil disorder, or other events amounting to force majeure. If we cancel, we will aim to rearrange the service or refund any advance payment for the cancelled element, subject to legal requirements and the circumstances involved.

Delays may occur due to traffic, access problems, prior jobs overrunning, or circumstances outside our control. We will use reasonable efforts to attend within any agreed time window, but time is not usually of the essence unless expressly agreed in writing. We are not liable for losses caused by ordinary delay unless they arise from our negligence or breach of contract and are otherwise recoverable at law.

5. Liability and Insurance

We will take reasonable care when handling your goods and property. However, you acknowledge that moving items involves inherent risk, especially where goods are heavy, bulky, fragile, poorly packed, or difficult to access. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by insufficient packing, improper lifting points, or instructions given by you or your representative.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our liability for loss or damage to goods or property will be limited to the lower of the direct loss suffered or any applicable insurance cover, except where a greater liability is imposed by statute and cannot be excluded. We do not accept responsibility for indirect, consequential, or purely economic loss, such as loss of profit, loss of opportunity, or business interruption, except where such exclusion is unlawful.

You must tell us about any damage or loss as soon as reasonably possible and, in any event, within a reasonable time after delivery or completion of the service. Please keep packaging and damaged items available for inspection if requested. We may ask for photographs, purchase evidence, valuation details, or other information to assess any claim. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

If you choose to accompany the crew or direct the movement of items, you do so at your own risk and must follow any safety instructions given by our team. We reserve the right to refuse to move items that are not safely prepared or that create an unacceptable risk of injury or damage. Where damage is caused by your own instructions despite our reasonable warning, we will not be responsible for the resulting loss to the fullest extent permitted by law.

6. Waste Regulations and Prohibited Disposal

Where our service includes the removal or disposal of unwanted items, it is provided only if expressly agreed in advance. Waste collection and disposal must comply with applicable waste management laws, environmental rules, and duty-of-care obligations. We may ask you to identify the type and approximate quantity of waste before accepting any disposal work. If items are to be disposed of, they must be separated from goods to be kept, and you must not include prohibited materials unless we have confirmed in writing that we can lawfully handle them.

You must not ask us to dispose of hazardous, clinical, electrical, chemical, asbestos-containing, pressurised, contaminated, or otherwise regulated waste unless we have specifically agreed and are legally permitted to handle it. If prohibited waste is discovered after loading, we may refuse to transport it, unload it, or require it to be removed at your expense. Any contamination, misdescription, or unlawful disposal request may result in additional charges and may be reported to the relevant authorities where required by law.

When we remove waste, we may issue or retain waste transfer information, receipts, or records as required by law. You agree to cooperate with reasonable requests for information about the waste source, contents, and nature of the material. If you misrepresent waste as general household rubbish when it includes regulated items, you will be liable for any resulting costs, penalties, clean-up, or legal consequences incurred by us.

7. Goods, Ownership, and Retention

You confirm that all goods handed over to us are your property or that you have authority from the owner to move them. We may refuse to handle items where ownership is unclear or where we suspect the goods may be subject to a dispute, lien, or legal restriction. If a third party claims ownership or seeks an injunction or seizure order, we may pause the service pending clarification.

Where lawful, we may retain possession of goods until payment due for the relevant service has been received in full. We may also charge reasonable storage, redelivery, or administrative costs if items cannot be delivered because of your failure to accept them, provide access, or settle amounts due. Any retention or storage will be handled in a proportionate and lawful manner.

You should remove or secure cash, jewellery, documents, data devices, and other high-value or confidential items before the move unless we have expressly agreed to transport them. We do not accept responsibility for loss of such items unless we have specifically agreed in writing to carry them and any loss is caused by our proven negligence or breach of duty.

8. Complaints, Notices, and General Provisions

Any complaint should be raised promptly so that we have a fair opportunity to investigate and, where appropriate, resolve the issue. Notices under these terms may be given by email, text message, or another agreed written method. A notice will be treated as received when it is delivered or, if sent outside normal business periods, when processing is reasonably expected to occur.

We may assign or subcontract part of the service to suitably qualified third parties, provided this does not materially reduce the standard of care owed to you. You may not transfer your rights or obligations under these terms without our written consent. No third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise in writing.

These terms are the entire agreement between the parties in relation to the service unless expressly varied in writing. If we do not enforce any right or provision immediately, that does not mean we have waived it. Each right or remedy is cumulative and does not exclude other rights or remedies available under law.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the services provided by Man With Van Heston will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If you are a consumer and live elsewhere in the UK, you may retain any rights that cannot be excluded by applicable consumer protection law.

We aim to keep our services fair, transparent, and compliant with the law. If any part of these terms is inconsistent with mandatory statutory rights, those rights will prevail to the extent required. The remainder of the terms will continue in full force and effect.

By booking or using our services, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to support a clear and reliable service arrangement for both the customer and the provider, whether the job is a one-off collection, a local relocation, or a small-scale removal requiring a professional man with a van arrangement.