Terms and Conditions for Man With Van Millbank

These Terms and Conditions apply to all bookings made with Man With Van Millbank and set out the basis on which moving, transport, and related services are provided. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. For the avoidance of doubt, these terms apply whether the service is arranged for a small item move, part-load transport, domestic relocation, business delivery, collection, or other agreed van service. In these Terms, references to “we”, “us”, and “our” mean the service provider operating as Man With Van Millbank, and references to “you” or “the customer” mean the person or business placing the booking.

We aim to provide a professional and reliable van service, but the nature of transport work means that certain practical limitations, delays, and external factors may arise. These conditions are designed to explain the rights and responsibilities of both parties, including the booking process, payment terms, cancellation rules, limitations of liability, waste handling requirements, and the law that applies to any dispute.

Nothing in these Terms affects any rights you may have under applicable consumer law that cannot lawfully be excluded or limited. If any part of these Terms is found to be unlawful, the remaining provisions will continue to apply.

1. Booking Process

A booking is only confirmed once we have accepted the request and, where required, received any agreed deposit or advance payment. Quotes are normally based on the information provided by you, including the type and volume of items, pickup and delivery locations, access conditions, parking considerations, timing, and any special handling requirements. If the information supplied is incomplete or inaccurate, the final price, staffing, timing, or vehicle requirements may need to change.

When requesting a quote for Man With Van Millbank services, you must provide honest and complete details about the items to be moved. This includes informing us of any heavy, fragile, valuable, oversized, or awkwardly shaped items, as well as any restrictions such as stairs, narrow access, lifts, loading bays, or permits. If the job changes after the quote has been issued, we reserve the right to amend the price or refuse to carry out work that cannot safely or legally be completed as originally described.

1.1 Customer responsibilities before the booking

You are responsible for ensuring that the goods are ready at the agreed time, appropriately packed unless we have agreed packing assistance, and clearly separated from items not being transported. If disassembly, reassembly, packing, or other additional tasks are required, these must be agreed in advance. We are not obliged to provide extra services not included in the original booking. You should also ensure that any necessary permissions for access, parking, building entry, or loading are in place before the scheduled arrival.

2. Pricing and Payments

Our charges may be calculated on an hourly basis, fixed quotation basis, distance basis, or a combination of these, depending on the nature of the service. Any estimate given before the move is provided in good faith but may change if the actual work differs from the information originally supplied. Additional charges may apply for waiting time, congestion, stairs, difficult access, packing materials, additional labour, failed collection attempts, re-delivery, storage, disposal fees, or other services not included in the original booking.

Unless otherwise stated, payment is due in full at the end of the job, or in accordance with any invoice terms agreed in writing before the service begins. We may require a deposit, advance payment, or card authorisation to secure the booking. If you fail to make payment when due, we reserve the right to suspend or cancel the service, retain any permitted deposit, and recover any costs reasonably incurred in attempting to complete or reschedule the work. Any bank charges, chargeback fees, or collection costs arising from non-payment may be added to the amount owed where lawful.

You must make payment by the method we specify. If the customer is a business, we may agree separate credit terms in writing, but no such terms shall apply unless expressly confirmed by us. Quotations are usually valid for a limited period and may be withdrawn or revised if the booking date, workload, vehicle requirements, or underlying costs change.

2.1 Price changes and waiting time

If we arrive and are unable to start or continue the job due to circumstances outside our control, including delayed access, absent customers, insufficient preparation, or incorrect address details, waiting time or a return visit may be charged. If traffic, weather, road closures, or force majeure events affect the move, we will aim to act reasonably and keep disruption to a minimum, but we cannot guarantee fixed arrival or completion times unless specifically agreed as guaranteed in writing.

3. Cancellations and Amendments

You may cancel or amend a booking by giving notice to us as soon as reasonably possible. Cancellation charges may apply depending on how much notice is given and whether any vehicle, labour, storage, or third-party costs have already been committed. If you cancel after work has started, you must pay for the work completed up to the point of cancellation and any unavoidable expenses already incurred.

If you cancel a Man With Van booking at short notice, we may retain all or part of any deposit to cover administrative costs and lost availability, provided this is reasonable and permitted by law. The exact cancellation outcome will depend on the timing of the cancellation, the scale of the booking, and whether we can reasonably reallocate the scheduled time. If we need to cancel or materially change the service because of circumstances beyond our control, we will notify you as soon as reasonably practicable and may offer an alternative date or refund any prepayment for undelivered services.

3.1 Customer delays and no-shows

If you or your authorised representative are not present at the agreed time and place, or if we are unable to access the premises or collect the goods after reasonable attempts, the booking may be treated as cancelled by you and charges may still apply. We are not responsible for missed appointments caused by incorrect addresses, inaccessible premises, unprepared goods, or the absence of necessary keys, codes, permits, or instructions.

4. Service Standards and Customer Obligations

You must ensure that all items handed to us are legal to transport, properly declared, and safe to handle. You are responsible for removing or securing loose parts, draining fluids where necessary, and informing us of any hazards, including gas, chemicals, biological materials, pressurised containers, or items containing batteries that may present a risk during transit. We may refuse to move any item that we reasonably believe is unsafe, prohibited, improperly packed, or likely to damage property, the vehicle, or other goods.

All goods should be adequately packed unless we have expressly agreed to provide packing support. Fragile items should be protected using suitable materials. We are not liable for damage caused by poor packing, inadequate labelling, or pre-existing defects. If you request that we move furniture or appliances through confined spaces, you accept that there may be a risk of minor scuffs or marks despite reasonable care, particularly where access is tight or surfaces are already vulnerable.

Any parking charges, congestion fees, tolls, permits, or access-related costs that arise during the service may be charged to you if they are necessary for the performance of the booking and were not already included in the quoted price. You are also responsible for ensuring that the premises are safe for our team to work in. We may suspend the service if we believe conditions are unsafe, unsanitary, or likely to cause injury.

5. Liability and Limitations

We will take reasonable care in providing our services, but our liability is limited to the extent permitted by law. We are not responsible for loss or damage arising from circumstances beyond our reasonable control, including adverse weather, traffic congestion, vehicle breakdown, road incidents, third-party conduct, strikes, acts of public authorities, or inaccurate instructions provided by the customer.

To the fullest extent permitted by law, we do not accept liability for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the service. Where we are found liable for loss or damage to goods, our liability may be limited to the fair repair cost, replacement cost, or an agreed valuation, depending on the circumstances and any insurance or declared value arrangements in place. You should notify us of any exceptionally valuable items before the booking so that appropriate arrangements can be discussed.

5.1 Claims procedure

Any claim for damage or missing items must be notified to us as soon as reasonably possible and, in any event, within a reasonable period after completion of the service. You should keep packaging, provide photographs where possible, and allow us a reasonable opportunity to inspect the issue. Failure to raise a claim promptly may affect our ability to investigate and may limit any remedy available. Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

6. Waste Regulations and Disposal

Where our service includes the removal, transport, or disposal of unwanted items, both parties must comply with applicable UK waste laws and environmental requirements. We will only remove waste or discarded materials that we have agreed to handle and that we are legally permitted to carry and dispose of. You must accurately describe any waste before collection, including whether it contains electrical items, mattresses, furniture, mixed rubbish, construction debris, garden waste, or hazardous substances.

If the job involves waste collection, we may request evidence that the items are lawful to remove and that no prohibited materials are included. We do not accept responsibility for unidentified hazardous waste concealed among other items. You must not offer for collection any waste that is dangerous, infectious, toxic, explosive, corrosive, or subject to specialist regulatory controls unless we have expressly agreed to handle it and have the legal authority and facilities to do so. Any breach of waste legislation, incorrect description, or failure to disclose prohibited items may result in immediate refusal of service and recovery of any associated costs.

Where applicable, we may use licensed transfer facilities, authorised disposal routes, or approved recycling methods. You acknowledge that certain waste types may generate separate disposal fees, and that additional sorting or loading time may be required. If you ask us to dispose of items on your behalf, you remain responsible for ensuring that the disposal request is lawful and that the waste is genuinely yours or is otherwise authorised for removal.

7. Insurance and Property Protection

We maintain insurance cover appropriate to the nature of our work, but insurance does not remove your obligations to prepare and declare goods correctly. Unless otherwise agreed in writing, our standard service does not include insurance for exceptionally valuable goods, cash, jewellery, antiques, artwork, irreplaceable documents, or items requiring specialist cover. Such items should be disclosed in advance so that the risk and any additional protections can be discussed before the move begins.

You should ensure that your own insurance arrangements are suitable for the value and nature of the items being moved. Any damage already present before collection, including scratches, chips, loose fittings, or structural weakness, is not our responsibility. We may photograph items before loading or after delivery for record-keeping and dispute resolution purposes. If you decline recommended protections, such as extra wrapping or additional labour for difficult items, you do so at your own risk.

7.1 Third-party property

We are not responsible for damage to floors, walls, lifts, stairwells, or other property where reasonable care has been taken and the damage arises from pre-existing weakness, tight access, inadequate clearance, or the customer’s instructions. Where we are required to work in shared buildings, you must ensure that the relevant permissions have been granted and that any building rules are followed.

8. Termination, Suspension and Right to Refuse

We may refuse, suspend, or terminate a booking if we reasonably believe that the work would breach the law, create an unacceptable safety risk, involve fraudulent conduct, or require us to act outside the scope of the agreed service. We may also terminate the service where a customer behaves abusively, threatens staff, fails to comply with safety instructions, or materially breaches these Terms. In such cases, you may still be liable for work already completed and expenses already incurred.

We reserve the right to decline any vehicle load that exceeds safe weight limits, is improperly secured, contains banned items, or cannot be completed using the agreed resources. If additional labour, equipment, or a larger vehicle is required because the initial description was inaccurate, any extra cost will be payable by you if you choose to proceed. If you do not agree to revised terms, we may cancel the booking and charge for any reasonable wasted time and expense where permitted by law.

These Terms may be updated from time to time. The version in force at the time of booking will normally apply to that booking unless a later written variation has been agreed by both parties.

9. Governing Law

The contract between you and us, and any dispute or claim arising out of or in connection with these Terms or the services provided, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires that proceedings may be brought elsewhere.

By proceeding with a booking for Man With Van Millbank, you confirm that you understand and accept these Terms and Conditions. These terms are intended to create a fair and transparent framework for the service, balancing customer expectations with the practical realities of moving and transport work. If any clarification is needed, the written booking record and any agreed quotation will form part of the contract, provided that they do not conflict with these Terms.