Terms and Conditions for Man With Van Hook

These Terms and Conditions set out the basis on which Man With Van Hook provides moving, loading, transport, delivery, and related support services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf.

These terms apply to all quotations, bookings, and services supplied under the name Man With Van Hook, whether the service involves a single item, multiple items, domestic relocation, office transport, collection, delivery, or other agreed van and labour support. They are intended to create a clear understanding of what is included, what is not included, and what responsibilities each party has before, during, and after the job.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply. We may update these terms from time to time, and the version in force at the time of booking will generally apply to your service unless a later written agreement states otherwise.

Booking process. A booking is only confirmed once we have agreed the essential details of the job and provided written or electronic confirmation. This may include the date, collection and delivery addresses, access details, item descriptions, estimated duration, number of operatives, and any special handling requirements. A quotation may be given before booking, but it remains an estimate unless expressly stated as fixed.

When you request a service from Man With Van Hook, you must provide accurate and complete information. This includes the nature, quantity, size, and weight of items; the presence of stairs, lifts, narrow access, parking restrictions, or long carrying distances; and whether any items are fragile, valuable, or unusually heavy. If the information supplied is incomplete or incorrect, we may revise the quotation, decline to proceed, or charge additional reasonable costs arising from the change.

We reserve the right to refuse a booking where it would be unsafe, unlawful, impractical, or outside the scope of our service. Acceptance of a booking does not create a guarantee that all requested items will be moved if circumstances at the time of collection differ significantly from the information provided. Any instructions from you or your representative must be lawful, reasonable, and capable of being carried out safely.

Payments. Unless otherwise agreed in writing, payment terms will be explained at the time of booking or before the service begins. We may require a deposit, advance payment, or full payment before work starts, especially for larger jobs, urgent bookings, or where third-party costs are expected. Any balance due must be paid in the manner and by the deadline agreed. We accept that customers may use lawful payment methods offered at the time of booking, subject to verification and clearance where relevant.

All prices are quoted in pounds sterling and may be subject to VAT or other applicable taxes where required by law. If the job takes longer than estimated due to waiting time, additional items, inaccessible property, parking delays, or changes requested by you, then extra charges may apply. Reasonable charges may also be added for specialist equipment, additional labour, out-of-hours work, congestion delays, tolls, or disposal costs if these were not included in the original price.

You must ensure that funds are available and that any card or payment details supplied are valid. If payment is declined, reversed, or not received when due, we may suspend the service, withhold delivery, retain items to the extent permitted by law, or recover outstanding sums through lawful means. Any administrative or bank charges caused by failed payment may also be charged to you where permitted.

Cancellations and changes. If you need to cancel or amend a booking, you should notify us as soon as reasonably possible. Cancellations made more than a reasonable period before the agreed service time may not incur a charge, but late cancellations may be charged to reflect lost time, reserved capacity, and any costs already incurred. Where a deposit has been taken, it may be retained in full or in part depending on the notice given and the expenses already committed.

If you are not present at the agreed time and location, fail to provide access, or are otherwise unable to proceed, we may treat this as a cancellation or a wasted attendance and charge accordingly. If you request a change to the date, time, route, or service scope, we will try to accommodate it, but we are not obliged to do so if the revised arrangement is not operationally possible. Changes may affect price, timing, and availability.

We may cancel or reschedule a booking due to vehicle breakdown, staff illness, severe weather, road closures, unsafe conditions, legal restrictions, or any event beyond our reasonable control. If we must cancel for reasons within our control, we will endeavour to offer a new date or refund any prepayment relating to the cancelled portion of the service. We will not be liable for indirect loss caused by a lawful cancellation or postponement in these circumstances.

Liability and customer responsibilities. We will take reasonable care when handling goods and carrying out the service. However, our liability is limited to the extent permitted by law. We are not responsible for losses arising from inaccurate instructions, poor packing, hidden defects, items not disclosed as fragile or valuable, or the inherent nature of the goods. Customers remain responsible for ensuring that items are suitably packed, drained, disconnected, protected, and ready for transport unless we have expressly agreed to carry out those tasks.

It is your responsibility to obtain permission for parking, loading, unloading, or access where required, and to ensure that the premises, pathways, and access points are safe for our team to use. You should remove personal data from electronic items and back up files before collection. We are not liable for loss of data, software, passwords, licences, or digital content unless damage was caused directly by our proven negligence and could not reasonably have been avoided.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Where we are found liable for loss or damage to goods, our liability will generally be limited to the reasonable repair cost, replacement value, or the amount recoverable under any applicable insurance, whichever is lower and subject to evidence of value and condition.

Waste regulations. Where the service includes removal, disposal, clearance, or transport of waste, the customer must only present waste that can lawfully be handled, moved, and disposed of by us. You must tell us in advance if items may be classed as waste, hazardous material, electrical waste, bulky household waste, construction waste, or any other controlled category. We reserve the right to refuse any item that we believe may breach environmental, transport, or waste-handling laws.

We will handle waste in accordance with applicable UK waste legislation and duty of care requirements. This means waste may only be removed, transferred, or disposed of through lawful channels and, where necessary, by appropriately authorised persons or facilities. The customer must not ask us to dispose of items illegally, fly-tip waste, burn waste, or mix prohibited materials with general waste. Any request of that kind will be refused and may be reported where required by law.

You confirm that any waste presented for collection is owned by you or that you have the necessary authority to arrange its removal. If an item is found to contain hazardous substances, sharps, chemicals, oils, asbestos, batteries, gas canisters, or similar restricted materials, additional charges may apply for safe handling or we may decline collection entirely. If we incur costs, fines, or losses because you misdescribed the waste, you agree to reimburse us to the extent permitted by law.

Service conditions and access. You must ensure that suitable access is available at both collection and delivery points. This includes accurate postcodes or addresses, clear instructions, safe parking arrangements, and any entry codes or key collection details needed for the job. If access is delayed or obstructed, waiting charges may apply. We may also pause or cancel work if continuing would create a risk to our staff, your property, or the public.

We may require you or your authorised representative to be present during loading and delivery to confirm items, give instructions, and sign off completion where appropriate. If nobody is available, we may leave items only where it is lawful, safe, and agreed. We do not accept responsibility for items left unattended at your request unless the arrangement is expressly confirmed in writing and we have taken reasonable steps to secure the goods.

Our team may decline to move items that are unsafe, excessively heavy, unstable, poorly packed, or likely to cause injury or damage. Any decision made by our staff on safety grounds is final for that visit. If additional equipment or extra personnel are required, the service may be delayed or repriced. The customer must cooperate reasonably and must not ask our staff to act contrary to health and safety requirements.

Complaints and claims. If you believe something has gone wrong, you should notify us as soon as reasonably possible and provide full details of the issue. Claims for damage or missing items should be supported by photographs, a description of the item, proof of ownership or value where available, and any relevant documents. We may ask to inspect the item, packaging, or affected property before a decision is made.

We will assess complaints fairly and in good faith. If damage is proven to have been caused by our negligence, we may offer repair, replacement, partial refund, or another reasonable remedy, depending on the circumstances and subject to the limitations in these terms. We are not responsible for pre-existing damage, normal wear and tear, or damage resulting from unsuitable packaging, fragile construction, or inaccurate information provided before the job.

Any claim should be made within a reasonable time after the event giving rise to the issue. Failure to notify us promptly may make it harder to investigate and may reduce or remove any remedy available. To the extent permitted by law, we shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service.

Insurance. We may hold insurance suitable for the type of work we undertake, but insurance cover does not change the limits of liability set out in these terms. Where a claim is covered by insurance, any payment will remain subject to the insurer’s terms, evidence requirements, and settlement process. You should arrange your own cover for high-value goods, antiques, artwork, electronics, or any items whose value exceeds standard protection expectations.

Termination. We may refuse to continue or may terminate the service immediately if you behave abusively, provide misleading information, fail to pay, request unlawful conduct, or create an unsafe environment. In such cases, you remain liable for the work completed and any reasonable costs incurred up to the point of termination. We may also terminate if continuing would breach the law or endanger our staff or property.

Governing law. These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless mandatory law requires otherwise. The courts of England and Wales will have exclusive jurisdiction, subject to any consumer rights that allow proceedings in another UK jurisdiction where applicable.