Man with Van Hook Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Hook provides removal and related services within the United Kingdom. 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 set out below.
Client means the individual, company or organisation that books or uses our services.
We, us, our means Man with Van Hook, the provider of the removal and associated services.
Services means any removal, collection, delivery, loading, unloading, packing, storage, or related services supplied by us.
Goods means the items which we are contracted to move, transport, store, dispose of, or otherwise handle.
Job means any individual booking for services agreed between you and us.
2. Scope of Services
We provide man and van removal and related services for domestic and commercial customers throughout our UK service area. This may include house moves, flat moves, office moves, single item collections, multi-drop deliveries, and light haulage, subject to vehicle capacity and legal limits.
The exact scope of each job will be confirmed at the time of booking based on the information you provide. Our quotation and our obligations are limited to the services specifically described in the booking confirmation.
3. Booking Process
3.1 You may request a quotation by providing full and accurate details of the services required, including but not limited to collection and delivery addresses, access details, dates and times, property type and floors, parking restrictions, and an accurate description and volume of the goods.
3.2 Any quotation we provide is based on the information supplied by you. Quotations are typically given as a fixed price or hourly rate, as specified in the quotation. Quotations are not binding until we confirm the booking.
3.3 A booking is only confirmed when we expressly accept your request and provide a booking confirmation. We reserve the right to refuse any booking at our discretion.
3.4 You must check the booking confirmation carefully and notify us immediately of any errors or changes. We are not responsible for delays or additional charges arising from incorrect or incomplete information provided by you.
3.5 If access at either address is restricted, involves stairs, long carrying distances, lifts, narrow doorways or any unusual difficulty, you must tell us in advance. Failure to do so may result in additional charges or, in serious cases, our refusal to complete part or all of the job.
4. Pricing and Quotations
4.1 Prices are based on the services requested, estimated time, distance, labour required, and the volume and nature of the goods.
4.2 Quotations may be given as an estimate of time and price or as a fixed fee. If the job takes longer than estimated due to factors beyond our control, additional time may be charged at the agreed hourly rate or a reasonable rate notified to you.
4.3 We may adjust the quoted price if:
a. The information supplied by you was inaccurate or incomplete.
b. There are significant delays caused by you or third parties, including waiting time for keys, paperwork, or access.
c. Additional services are requested on the day of the job.
d. There are unforeseen circumstances such as road closures, severe weather or unexpected access issues.
4.4 Any amendments to your booking may result in a revised quotation. We will inform you of any changes as soon as reasonably practicable.
5. Payments
5.1 Unless agreed otherwise in writing, payment is due in full on completion of the job for domestic customers, or in accordance with agreed payment terms for business customers.
5.2 We may require a deposit or full prepayment to secure a booking. Any such requirement will be notified to you at the time of quotation or booking.
5.3 We accept payment methods as notified to you when you book. You are responsible for ensuring that cleared funds are available when payment is due.
5.4 If payment is not made when due, we reserve the right to:
a. Suspend or cancel services, including future bookings.
b. Charge interest on overdue amounts at a reasonable rate until payment is received in full.
c. Retain possession of goods pending payment, where legally permitted.
5.5 Any charges for parking, tolls, congestion zones, ferry crossings or similar are your responsibility and may be added to the final invoice where not already included in the quotation.
6. Cancellations and Changes
6.1 You may cancel or amend a booking by giving us clear notice prior to the scheduled start time.
6.2 We reserve the right to apply the following cancellation charges, calculated as a percentage of the agreed job price:
a. More than 48 hours notice before the scheduled start: no cancellation fee, though any non-refundable third party charges may still apply.
b. Between 24 and 48 hours notice: up to 50 percent of the job price.
c. Less than 24 hours notice or no notice: up to 100 percent of the job price.
6.3 For hourly rate bookings, we may apply a cancellation fee equivalent to a minimum call-out or minimum number of hours, depending on the nature of the booking.
6.4 If you significantly change the scope, time, or date of the job, this may be treated as a cancellation and rebooking. Any applicable cancellation fee will apply, and a new quotation may be issued.
6.5 We will use reasonable efforts to provide services as booked, but we may cancel or reschedule a job due to events beyond our reasonable control, including but not limited to accidents, illnesses, vehicle breakdown, extreme weather, or other operational issues. In such cases, our liability is limited to a refund of any prepayments you have made for the affected job, and we will have no further liability for any consequential loss.
7. Client Responsibilities
7.1 You are responsible for:
a. Ensuring suitable parking and access at all addresses.
b. Obtaining any necessary permissions, permits or parking arrangements.
c. Ensuring that goods are properly packed, unless we have agreed to provide packing services.
d. Being present or represented during collection and delivery.
e. Checking that nothing is left behind at the collection address and that the correct items are collected and delivered.
7.2 You must not ask our staff to undertake any work that is unsafe, illegal or not covered by these Terms and Conditions.
8. Excluded and Restricted Items
8.1 Unless expressly agreed in writing, we do not carry:
a. Hazardous, toxic, flammable or explosive materials.
b. Illegal items or substances.
c. Cash, jewellery, precious metals, stones, or other high value items.
d. Perishable goods or live animals.
e. Items requiring specialist handling or licensing.
8.2 If we discover that any excluded items have been included without our consent, we may refuse to carry them and may terminate the job without refund.
9. Waste, Disposal and Environmental Regulations
9.1 We operate in compliance with applicable UK waste and environmental regulations. We may only remove or transport waste and unwanted items where this is lawful and within the scope of our licences or registrations.
9.2 You must declare in advance if any part of the job involves disposal or clearance of unwanted items. Additional charges may apply for removal, transport, and lawful disposal of such items.
9.3 We will not fly-tip or dispose of any items unlawfully. Where disposal is requested, we will take items only to authorised facilities or work with licensed partners as appropriate.
9.4 You remain responsible for ensuring that any items presented for disposal are yours to dispose of and that you have full authority to instruct us. We accept no liability for claims from third parties alleging unauthorised disposal where you have provided those instructions.
10. Loading, Unloading and Access
10.1 Our staff will take reasonable care when loading and unloading goods. However, you are responsible for ensuring clear and safe access at collection and delivery addresses.
10.2 We are not responsible for damage caused by the movement of goods in difficult or restricted access situations where you have requested that we proceed against our advice.
10.3 If access is unsafe or significantly different from that described at booking, we may:
a. Refuse to complete the job or part of it.
b. Charge additional fees for extra time or labour required.
11. Our Liability
11.1 We will exercise reasonable skill and care in providing the services. Our liability for loss or damage to goods, or for any other loss, is subject to the following provisions.
11.2 We are not liable for:
a. Loss or damage arising from your failure to pack goods safely, unless we have provided packing services.
b. Damage to furniture or goods that were already defective, weak, or in poor condition.
c. Loss of data or software from computers or electronic devices.
d. Any indirect or consequential loss, loss of profits, loss of business, or loss of opportunity.
11.3 Our total liability for loss of or damage to goods in our care, arising from a single job, whether due to negligence or otherwise, is limited to a reasonable amount having regard to the nature and value of the goods, unless a higher limit is agreed in writing prior to the job and any additional charge is paid.
11.4 We recommend that you arrange appropriate insurance for your goods during the move, especially for high value items.
11.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
12. Claims and Complaints
12.1 If you believe that goods have been lost or damaged, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after completion of the job.
12.2 You must provide reasonable evidence of any alleged loss or damage, including photographs, descriptions, and proof of value if requested.
12.3 We will investigate any complaint and may request further information. You agree to cooperate with our investigation so we can assess the claim fairly.
13. Delays and Events Beyond Our Control
13.1 We will not be liable for delays or failure to perform our obligations where such delay or failure is due to events beyond our reasonable control, including but not limited to traffic, accidents, severe weather, road closures, public disturbances, strikes, or acts of authorities.
13.2 In such circumstances, we will make reasonable efforts to complete the job as soon as practicable or to reschedule it, but we will not be responsible for any resulting indirect or consequential loss.
14. Data Protection and Privacy
14.1 We will collect and use your personal data only as necessary to provide our services, manage bookings, and comply with legal obligations.
14.2 We will take reasonable steps to keep your personal information secure and will not sell your details to third parties.
15. Termination
15.1 We may terminate a job immediately if you fail to pay any amount when due, act abusively toward our staff, ask us to undertake illegal or unsafe activities, or otherwise materially breach these Terms and Conditions.
15.2 If we terminate a job for your breach, we may retain any payments already made and may charge for any additional losses or costs incurred.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
17. Changes to These 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 job.
17.2 Continued use of our services after changes have been published will constitute your acceptance of the updated terms for future bookings.
18. General
18.1 If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18.2 No failure or delay by us to exercise any right or remedy shall constitute a waiver of that or any other right or remedy.
18.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the provision of services, and supersede any prior discussions, agreements or understandings.
By making a booking with Man with Van Hook, you confirm that you have read, understood and agree to these Terms and Conditions.
