Terms and Conditions for Man And Van Wallington

These Terms and Conditions set out the basis on which Man And Van Wallington provides removal, transport, loading, unloading, and related logistics services to customers in the UK. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. These conditions are designed to create a clear understanding of what is included in the service, how bookings are handled, how payments are made, and what responsibilities each party carries during the collection and delivery process.

Throughout this document, references to we, us, and our mean the service provider operating under the name Man and Van Wallington. References to you and your mean the customer, hirer, or any person acting on behalf of the customer. These terms apply to domestic and commercial jobs unless a separate written agreement states otherwise. They should be read together with any quotation, job sheet, or written confirmation issued before the work starts.

We reserve the right to decline or suspend any booking where the requested work is unsafe, unlawful, or outside our operational capacity. In particular, we may refuse items that are prohibited by law, unsuitable for manual handling, excessively hazardous, or likely to cause damage because of their weight, fragility, or packing condition. Customers are expected to provide accurate information before the service date so that the correct vehicle, crew size, and equipment can be arranged.

1. Booking Process

A booking becomes valid only when the service details have been confirmed and accepted by us. Man and Van Wallington may provide an estimate, but the final price may depend on access conditions, loading time, volume, waiting time, parking restrictions, and whether additional assistance or equipment is needed. Customers must supply truthful and complete information about the items to be moved, the collection and delivery addresses, stair access, lift availability, and any special handling requirements. If the actual job differs from the booking information, the price and timing may need to be adjusted.

Bookings may be made by telephone, email, online form, or any other approved method. A booking is only secured once we have confirmed the date, service scope, and any agreed deposit or payment terms. If a customer asks for a same-day or short-notice service, we will try to assist where possible; however, availability cannot be guaranteed. The customer remains responsible for ensuring that all required permissions are in place, including access arrangements, parking permissions, building rules, and any move-in or move-out windows imposed by landlords, managing agents, or local authorities.

2. Payments and Charges

Unless otherwise agreed in writing, payment is due immediately upon completion of the service. We may require a deposit at the time of booking, particularly for larger removals, peak periods, or jobs requiring reserved vehicle time. Accepted payment methods may include bank transfer, card payment, or cash, subject to prior arrangement and any applicable processing rules. Prices quoted are based on the information provided at the time of booking and may be revised if the actual service differs materially from the agreed description.

Additional charges may apply where the job is delayed by factors outside our control, including congestion, restricted access, extended loading times, waiting for keys, or the need to move items that were not declared beforehand. We may also charge for dismantling, reassembly, extra manpower, parking fees, disposal fees, or the use of specialist materials where these are not included in the original quote. All charges will be calculated fairly and in line with the agreed service scope.

Late payment may result in recovery action and reasonable administrative costs. Any unpaid balance remains due until cleared in full. If the customer disputes an invoice, they should raise the issue promptly and provide supporting details. Disputes do not automatically suspend the obligation to pay the undisputed portion of the invoice. For commercial customers, we may, where permitted by law, add statutory interest and recovery costs to overdue sums.

3. Cancellations, Rescheduling, and Delays

Customers may cancel or reschedule a booking by giving reasonable notice. The exact notice period may vary according to the size and timing of the job, but any cancellation made too close to the scheduled time may attract a fee to reflect reserved labour, vehicle availability, and lost booking opportunities. Where a deposit has been paid, it may be retained in whole or part if the cancellation prevents us from re-allocating the time slot. We will always act reasonably when applying cancellation charges.

If we need to cancel or reschedule because of vehicle breakdown, severe weather, staff illness, safety concerns, or other matters beyond our control, we will inform the customer as soon as reasonably practicable and offer an alternative date or time. We will not be responsible for losses arising from such unavoidable changes, provided we have taken reasonable steps to minimise disruption. Customers should allow flexibility where a move depends on strict building access times or third-party coordination.

Delays caused by the customer may affect the completion of the service and may incur waiting-time charges. If the crew cannot gain access, cannot complete the work because information was inaccurate, or is prevented from proceeding by missing keys, blocked access, or unsafe conditions, we may treat this as a failed or partially completed booking and charge accordingly. In those circumstances, any return visit may be treated as a new booking unless we agree otherwise.

4. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the service. Man And Van Wallington will handle items with appropriate caution, but the customer is responsible for ensuring that goods are suitably packed, labelled, and protected unless packing has been expressly included in the job. Fragile items, antiques, electronics, mirrors, and valuables should be declared in advance. We may decline to move certain items if they are not packaged properly or if doing so would create an unacceptable risk of damage.

The customer must ensure that items are legal to transport, not contaminated, and not subject to any special restrictions unless those restrictions have been disclosed and accepted by us in advance. The customer must also ensure that there is a safe route for loading and unloading, that floors and surfaces are protected where necessary, and that pets, children, and bystanders are kept clear of the work area. If the customer asks us to move items in a way that appears unsafe or unlawful, we may refuse without liability.

If dismantling or reassembly is requested, it will be performed only if reasonably possible and if the item is suitable for such work. We do not guarantee that furniture or fittings can be reassembled in exactly the same condition or configuration as before, particularly where components are worn, damaged, or missing. The customer is responsible for making copies of any data, software, keys, or access credentials before the service, as we do not accept responsibility for loss of such information.

5. Liability and Insurance

We maintain reasonable insurance cover appropriate to the nature of the service. However, our liability is limited to losses that are directly caused by our negligence or breach of contract and that were reasonably foreseeable at the time the booking was made. We are not liable for indirect losses, loss of earnings, loss of profit, missed appointments, or consequential costs arising from delay or disruption, unless liability cannot legally be excluded.

Customers should inspect goods as soon as reasonably possible after delivery and notify us promptly of any visible damage or shortage. Where damage is alleged, the customer must allow us a fair opportunity to investigate, including access to photographs, item details, packaging information, and any relevant evidence. We are not liable for damage caused by pre-existing faults, poor packing, inherent weakness, or items that were moved against our advice. Normal wear and tear, minor scuffs, or cosmetic marks may occur during transport and will not always amount to negligence.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If we are found liable for any loss, our total liability will be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law requires otherwise. This limit reflects the commercial nature of the service and the practical risks involved in moving goods.

6. Waste Regulations and Disposal

Where the service includes collection and disposal of waste, the customer must accurately describe the materials to be removed. We only handle waste in accordance with applicable UK waste regulations and environmental obligations. Man And Van Wallington may refuse any load that contains hazardous substances, clinical waste, asbestos, chemicals, oils, gas bottles, batteries, electrical items requiring special treatment, or any material that cannot be lawfully transported or disposed of under our arrangements.

The customer remains responsible for ensuring that waste presented for collection is lawful to remove and that no prohibited items are mixed in with general household or commercial waste. If we discover undisclosed restricted waste, we may stop the job, return the waste, or arrange lawful specialist disposal at additional cost. The customer may also be liable for any fines, penalties, clean-up costs, or enforcement action arising from inaccurate disclosure or unlawful presentation of waste.

Where required, we may issue or retain records relating to transfer, disposal, or recycling in line with applicable regulations. The customer agrees to cooperate with any lawful record-keeping process, including confirming the description of waste removed. Any waste handled under these terms must not be fly-tipped, abandoned, or transferred to a third party in a manner that breaches environmental law. We reserve the right to report suspected illegal waste activity to the relevant authorities.

7. Property Access, Parking, and Waiting Time

It is the customer’s responsibility to arrange suitable access for the vehicle and crew. This includes providing information about narrow roads, height restrictions, permits, controlled zones, and any building rules that may affect parking or loading. If parking charges, congestion charges, tolls, or penalties are incurred because of customer instruction, inaccurate information, or lack of access, the customer must reimburse those costs unless we agreed in advance to absorb them.

Where access is delayed or obstructed, we may charge waiting time from the point the crew arrives and is ready to begin work. If the delay becomes excessive, we may leave the site and treat the booking as cancelled or failed. In shared buildings or managed premises, the customer should confirm whether lifts, loading bays, or communal areas may be used, and should ensure that keys, codes, or permits are available at the agreed time. We are not responsible for delays caused by third parties controlling access.

We ask customers to protect surfaces, doorways, and communal spaces wherever practical. Although our crew will act carefully, the layout of the property may make minor contact unavoidable. If the customer requires specialist protection such as floor runners, mattress covers, or additional wrapping, this should be requested before the service begins so that it can be included in the quotation where appropriate.

8. Complaints, Force Majeure, and Governing Law

If a customer is unhappy with any part of the service, they should raise the matter promptly so that it can be reviewed and, where appropriate, resolved. We may ask for photographs, invoices, item descriptions, or other evidence to assess the issue. We aim to handle concerns fairly and efficiently, but complaints must be made within a reasonable time after the service so that the facts can be checked properly. Delayed reporting may make investigation difficult.

We will not be liable for failure or delay caused by events outside our reasonable control, including extreme weather, accidents, road closures, strikes, fire, flood, acts of government, utility failures, or other force majeure events. If such circumstances arise, the affected obligations may be suspended for the duration of the event. If performance becomes impossible or commercially impracticable, either party may cancel the booking without liability for the non-performance itself, though any work already completed remains payable.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. These terms may be updated from time to time, and the version in force on the date of booking will apply unless a later written agreement states otherwise.