Terms and Conditions
Man with Van Heston Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Heston provides removal, collection, delivery and related services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Agreement means the contract between you and Man with Van Heston for the provision of services, comprising these Terms and Conditions and the details of your confirmed booking.
Services means any removal, collection, delivery, loading, unloading, packing, unpacking, or associated transport services provided by us, including man and van services and small removals.
Goods means the items, belongings, furniture, equipment or other property that you ask us to handle, transport or store.
We, us, our means Man with Van Heston.
You, your means the customer who books or receives the services, whether acting on your own behalf or for a business or other organisation.
2. Scope of Services
We provide man and van and removal services to domestic and commercial customers, including local and regional moves, single item collections and deliveries, and light transport work. The precise scope of services to be supplied in any case will be as set out in your booking confirmation.
Any information on our website, advertising or other materials is for general guidance only. It does not form part of this Agreement unless expressly stated in writing in your booking confirmation.
3. Booking Process
3.1 To request a booking, you must provide accurate details regarding collection and delivery addresses, access conditions, floor levels, parking availability, the nature and quantity of goods to be moved, and any special handling requirements.
3.2 We may provide an estimate or quotation based on the information you supply. If the information is incomplete or inaccurate, we may adjust the price or, where necessary, refuse or terminate the services.
3.3 A booking is only confirmed when we have accepted your request and provided confirmation of the date, time, service description and applicable charges. We reserve the right to decline any booking at our discretion.
3.4 If you require changes to the booking, including changes to dates, times, addresses, volume of goods or service type, you must notify us as early as possible. Any changes are subject to availability and may result in additional charges.
4. Access and Parking
4.1 You are responsible for ensuring that suitable parking is available at both collection and delivery locations, and for obtaining any permits or authorisations required by local authorities or property owners.
4.2 Our prices are based on reasonable access to the property. If access is more difficult than advised, such as long carry distances, multiple flights of stairs or restricted vehicle access, we may charge additional fees for the extra time and effort required.
4.3 We accept no responsibility for parking penalties arising from a lack of suitable parking instructions or permissions. Any parking charges or fines incurred as a result of your instructions or omissions may be added to your final bill.
5. Customer Responsibilities
5.1 You must ensure that all goods are properly packed, secured and ready for transport unless packing services have been expressly included in your booking.
5.2 You must remove or secure any fixtures, fittings or appliances, including disconnecting electrical, gas or plumbing connections, prior to our arrival. We do not undertake specialist disconnection or reconnection work.
5.3 You must not ask our staff to disassemble or move items that are unsafe, structurally unsound, or fixed in a way that could cause damage to property or risk to health and safety.
5.4 You warrant that you are the owner of the goods or have full authority from the owner to enter into this Agreement in respect of the goods.
5.5 You must ensure that no prohibited, dangerous or illegal items are included in the goods. You agree to indemnify us against any loss or damage arising from a breach of this obligation.
6. Prohibited and Restricted Items
6.1 We do not carry or handle any goods that are dangerous, explosive, flammable, corrosive, toxic or otherwise hazardous, including but not limited to gas cylinders, fuel containers, chemicals, paints, solvents, fireworks, weapons or illegal substances.
6.2 We do not accept responsibility for the loss of, or damage to, valuable items such as money, jewellery, watches, precious metals, stones, deeds, bonds, securities, important documents or irreplaceable items, unless we have expressly agreed in writing to carry such items and you have arranged suitable insurance.
6.3 We reserve the right to refuse to transport any items that in our opinion present a risk to health and safety or may cause damage to our vehicle, equipment or other goods.
7. Payments and Charges
7.1 Unless otherwise agreed, services are charged either at an hourly rate or at a fixed price based on the information provided at the time of booking.
7.2 We may require a deposit or full prepayment to secure your booking. Any deposit requirements will be notified to you during the booking process.
7.3 Unless agreed otherwise, payment of all charges is due immediately on completion of the services. We reserve the right to withhold unloading of goods until satisfactory payment has been made.
7.4 If payment is not made when due, we may charge interest on the outstanding amount at the statutory rate, as well as any reasonable costs incurred in recovering the debt.
7.5 All prices quoted are exclusive of any tolls, congestion charges, parking fees or similar charges, unless otherwise stated. Such additional costs may be added to your final invoice where applicable.
8. Cancellations and Amendments
8.1 You may cancel your booking by giving us notice. The following cancellation charges may apply, based on the time remaining before the scheduled start of the services:
a. More than 48 hours: no cancellation fee, and any deposit paid may be refundable or transferable at our discretion.
b. Between 24 and 48 hours: we may retain all or part of any deposit paid, or charge up to 50 percent of the quoted price.
c. Less than 24 hours or failure to be present at the agreed time: we may charge up to 100 percent of the quoted price.
8.2 If you wish to amend the date or time of your booking, we will try to accommodate your request subject to availability. Depending on notice given and the nature of the amendment, additional charges may apply.
8.3 We may cancel or postpone the services if events beyond our reasonable control occur, including severe weather, road closures, vehicle breakdown, accidents, illness, or other circumstances making it unsafe or impracticable to proceed. In such cases, our liability will be limited to rescheduling the services or, if rescheduling is not possible, refunding any amounts paid for services not provided.
9. Delays and Waiting Time
9.1 While we aim to arrive and complete work within agreed timeframes, all arrival and completion times are estimates only and are not guaranteed.
9.2 We are not liable for delays caused by traffic, weather, road works, breakdowns, or other circumstances beyond our reasonable control.
9.3 If we are required to wait because you or your representative is not ready, or because access is not available at the agreed time, we may charge waiting time at our standard hourly rate.
10. Insurance and Liability
10.1 We will take reasonable care in handling and transporting your goods. However, you are responsible for arranging adequate insurance cover for your goods for the duration of the move, including loading and unloading.
10.2 Our liability for loss of or damage to goods, howsoever caused, is limited to a reasonable cost of repair or replacement up to a maximum amount per booking. Any specific limits will be advised by us on request.
10.3 We will not be liable for:
a. Loss or damage arising from wear and tear, inherent defects, pre-existing damage or the natural deterioration of goods.
b. Loss or damage to items packed by you where we did not prepare the packing.
c. Loss of use, loss of enjoyment, loss of profit, or any indirect or consequential loss.
d. Loss or damage caused by your failure to adequately protect or secure goods, or to inform us of special handling requirements.
10.4 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within 7 days of completion of the services. You must provide evidence of the loss or damage and allow us a reasonable opportunity to inspect the goods and attempt repair where appropriate.
11. Damage to Property
11.1 We will take reasonable care to avoid damage to property such as walls, floors, doors and fixtures. However, we are not liable for damage arising where it is necessary to move large or awkward items through tight spaces, stairwells or doorways, unless we have acted negligently.
11.2 You are responsible for protecting floors, carpets and surfaces, for example by using coverings or other protection if required. If you ask us to proceed despite identified risks, you may be asked to confirm your instructions, and we will not be liable for resulting damage.
12. Waste Regulations and Disposal
12.1 We operate in accordance with relevant waste and environmental regulations. We are not a general waste removal company and only remove items as part of our agreed services.
12.2 We will not collect or dispose of household waste, construction rubble, hazardous materials or any items that require a licensed waste carrier, unless we have specifically agreed to do so in compliance with applicable regulations.
12.3 You must not include waste, rubbish or prohibited materials among your goods without our prior agreement. If such items are discovered, we may refuse to carry them and may charge for any additional time or costs incurred in dealing with them.
12.4 Where we agree to dispose of items on your behalf, you warrant that you have the right to dispose of those items and that they do not breach any legal or environmental restrictions. You remain responsible for any breach of waste disposal laws arising from your instructions.
13. Health and Safety
13.1 We reserve the right to refuse to carry out any task that, in our reasonable opinion, presents an unacceptable risk to the health and safety of our staff, you, or third parties.
13.2 You must ensure that the premises at collection and delivery addresses are safe and free from hazards, including clear walkways, adequate lighting and secure stairways.
14. Subcontracting
14.1 We may use subcontractors or third-party carriers to perform all or part of the services. In such cases, we will exercise reasonable care in selecting competent subcontractors.
14.2 These Terms and Conditions will continue to apply to services carried out by any subcontractor on our behalf.
15. Complaints
15.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the driver or team on the day so that we have the opportunity to address it immediately where possible.
15.2 If the matter is not resolved on the day, you should submit a written complaint as soon as reasonably practical, providing full details of the issue and any supporting evidence. We will review your complaint and respond within a reasonable time.
16. Data Protection and Privacy
16.1 We collect and use personal information such as names, addresses and contact details solely for the purposes of managing bookings, providing services and complying with legal obligations.
16.2 We will not sell or share your personal data with third parties other than subcontractors or service providers involved in fulfilling your booking, except where required by law.
17. Variation of Terms
17.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that Agreement.
17.2 Any variations to these Terms and Conditions must be agreed in writing and signed or clearly confirmed by us.
18. Severability
18.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
19. Governing Law and Jurisdiction
19.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
19.2 You and we 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 this Agreement or its subject matter.
By proceeding with a booking or using the services of Man with Van Heston, you confirm that you have read, understood and agree to these Terms and Conditions.
