Terms and Conditions
Man with Van Canary Wharf Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Canary Wharf provides man and van and removal services. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, firm or company requesting the services.
We, us, our means Man with Van Canary Wharf as the provider of removal and man and van services.
Services means any removal, transportation, loading, unloading, packing, or related services provided by us.
Goods means all items, property or belongings that are the subject of the services.
Contract means the agreement between you and us incorporating these Terms and Conditions.
2. Scope of Services
We provide man and van and small removal services, including the loading, transportation and unloading of goods. Our services may include local moves, partial house moves, flat moves, office moves, and item collections and deliveries within our normal operating area.
The exact scope of the services, including the number of operatives, size of vehicle, estimated duration, and any additional services, will be agreed at the time of booking based on the information you provide.
We reserve the right to refuse to carry any goods which we reasonably consider to be hazardous, illegal, unsafe, or unsuitable for transportation, or which are not compliant with applicable laws or regulations.
3. Booking Process
All bookings are subject to availability and are not confirmed until we have accepted the booking and you have received confirmation from us.
When requesting a quotation or making a booking, you must provide accurate and complete information, including:
Full collection and delivery addresses, including any access restrictions.
Details of the property, such as floor level, lift availability, and parking arrangements.
A clear description of the goods, including approximate quantity, size, and any particularly heavy, fragile, or bulky items.
Your preferred date and time for the service and any time constraints.
Any additional services required, such as packing assistance or extra labour.
We will provide a quotation based on the information supplied. Quotations may be given as a fixed price or as an hourly rate with a minimum charge. By confirming the booking, you accept the quotation and these Terms and Conditions.
We reserve the right to adjust the charges if the information you provided was inaccurate or incomplete, or if the scope of work changes on the day of the move, for example where there are additional items, unexpected access issues, or additional services requested.
4. Access and Parking
You are responsible for ensuring that suitable access and parking are available at both the collection and delivery addresses.
You must arrange any parking permits, loading bay access, or prior authorisation required by building management or local authorities. Any parking fines or penalties incurred as a direct result of insufficient arrangements or incorrect instructions may be charged to you.
If access is restricted, involves long carrying distances, narrow stairways, or other obstacles which were not disclosed at the time of booking, we may apply additional charges to cover extra time or labour, or in extreme cases we may refuse to complete some or all of the services if doing so would be unsafe.
5. Client Responsibilities
You are responsible for:
Packing and securing your goods safely in sealed boxes or containers, unless we have explicitly agreed to provide packing services.
Ensuring that all goods are ready for loading at the agreed time, with fragile or high-value items clearly identified.
Disconnecting and preparing appliances for transport, including draining washing machines or defrosting fridges and freezers.
Obtaining all necessary permissions for moving goods from or into the property, including any building or concierge permissions.
Being present, or ensuring an authorised representative is present, at both collection and delivery to direct our operatives and sign off the work.
Checking that no items are left behind at the collection address. We are not responsible for items that are not presented to us or that are left in cupboards, lofts, outbuildings or other storage areas unless specifically mentioned and pointed out to our team.
6. Payments and Charges
Our charges are based on the quotation agreed at the time of booking, subject to these Terms and Conditions.
Unless otherwise agreed, payment terms are as follows:
For hourly rate bookings, charges start from the agreed arrival time or the actual arrival time, whichever is earlier within the agreed time window, and continue until unloading is completed and any agreed final positioning of items is finished.
For fixed-price bookings, the agreed price covers the specified work and time. Extra work or time beyond the agreed scope may incur additional charges.
We may require a deposit to secure your booking. Deposits are generally non-refundable unless stated otherwise in these Terms and Conditions or required by law.
Full payment is due on completion of the services, unless alternative arrangements have been agreed in advance. We reserve the right to withhold unloading or delivery of goods until payment is received.
If payment is not made when due, we may charge reasonable interest and administration fees for late payment and may retain a lien over the goods until all outstanding sums are paid in full.
7. Cancellations and Amendments
If you need to cancel or amend your booking, you must notify us as soon as possible.
We may apply the following cancellation charges, based on the notice period before the scheduled start time of the services:
More than 48 hours notice: deposit may be refundable or transferable at our discretion.
Between 24 and 48 hours notice: we may retain up to 50 percent of the estimated charge or deposit.
Less than 24 hours notice or on the day of the service: we may charge up to 100 percent of the estimated charge.
Any amendments to the booking, such as change of date, time, or address, are subject to availability and may result in revised charges. Where we are unable to accommodate a requested change, your original booking will be treated according to the cancellation terms above if you choose not to proceed.
We reserve the right to cancel or postpone the services due to circumstances beyond our reasonable control, including severe weather, road closures, accidents, vehicle breakdown, or staff illness. In such cases, we will work with you to reschedule at the earliest convenient time. Our liability in such cases will be limited to any deposit or prepayment you have made for the affected booking.
8. Liability and Limitations
We will take reasonable care in handling and transporting your goods. However, our liability is subject to the limitations set out in this section.
We will not be liable for:
Normal wear and tear, minor scuffs, or scratches that may occur during handling, particularly on pre-used or unprotected furniture.
Damage arising from poor or insufficient packing where items have been packed by you or a third party.
Damage to items that are inherently fragile, have a pre-existing defect, or are not suitable for transport.
Damage to the internal workings of electrical or mechanical items unless there is clear evidence of external damage caused by our negligence.
Loss or damage where work is carried out at your direction against our advice or where you or your representative are involved in loading or unloading.
Any indirect or consequential loss, including loss of profits, income, business, or anticipated savings.
Our total liability for loss or damage to goods, whether caused by negligence, breach of contract or otherwise, shall be limited to a reasonable amount taking into account the nature of the goods and the service provided, and will not exceed the value of the goods or a prescribed per-job cap, whichever is lower. If you believe your goods exceed typical household or office values, you should arrange separate insurance cover.
If we cause damage to premises or property other than the goods being moved as a direct result of our negligence, our liability shall be limited to the reasonable cost of repair or making good. We will not be liable for damage to premises arising from moving items that are too large to be moved safely through standard access routes, where you have asked us to proceed.
You must notify us in writing of any loss or damage as soon as reasonably practicable and in any event within a reasonable time after the completion of the services. Failure to notify us within a reasonable period may affect our ability to investigate and may limit or extinguish any potential liability.
9. Excluded Items
We do not carry:
Illegal, stolen, or prohibited items.
Explosives, flammable substances, or hazardous materials including gas bottles, paint, chemicals, and solvents.
Cash, jewellery, precious metals, securities, important documents, or other items of high value unless expressly agreed in writing beforehand.
Perishable goods or live animals.
If any such items are transported without our knowledge or consent, we accept no liability for loss, damage or consequences arising, and you will indemnify us against any claims, damages, or expenses we may incur as a result.
10. Waste and Disposal Regulations
We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal company and will not remove household waste, builder's rubbish, hazardous materials, or fly-tipped waste unless specifically agreed and authorised.
Where we agree to remove and dispose of unwanted items, this will be clearly stated in your quotation and charges may include disposal fees. We will only dispose of items at authorised facilities or through approved channels in line with relevant regulations.
You are responsible for ensuring that any items presented to us for disposal are lawful to dispose of and are not hazardous. If we discover that items include prohibited or regulated waste, we may refuse to carry them, return them to you, or charge additional fees for safe handling and disposal, as appropriate.
We will not be responsible for any penalties or legal consequences that arise where you have asked us to dispose of items in a way that breaches regulations or where you have provided incomplete or misleading information about the nature of the goods.
11. Delays and Waiting Time
While we make every effort to arrive and complete work within agreed time frames, all arrival and completion times are estimates. Traffic conditions, access issues, and other unforeseen factors may cause delays.
If we are delayed for reasons beyond our control, we will not be liable for any resulting loss or inconvenience suffered by you. Where possible, we will inform you of delays and provide an updated estimated arrival or completion time.
If our team is unable to commence work on arrival due to issues at the property, such as lack of access, incomplete packing, or absence of an authorised person to provide instructions, we may charge waiting time according to our current hourly rates.
12. Insurance and Client Cover
We maintain appropriate insurance cover in connection with our operations as a man and van and removal service provider. This may include public liability and cover for goods in transit, subject to policy terms and exclusions.
Our services and charges do not include comprehensive insurance for your goods. You are strongly advised to arrange your own insurance cover for goods being moved if you require protection beyond the limited liability set out in these Terms and Conditions.
13. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our service, you should raise the issue with our team as soon as possible during the move so that we have an opportunity to address it immediately where practicable.
If the matter is not resolved on the day, you should submit a written complaint within a reasonable time, providing full details of the issue, including dates, locations, and any relevant evidence such as photographs.
We will review your complaint and respond within a reasonable period. We may ask for additional information or evidence where necessary. Our aim is to resolve complaints fairly and promptly through discussion and, where appropriate, by agreeing a suitable remedy within the limits of our liability.
14. Data Protection and Privacy
We collect and use personal data, such as your name, address, and contact details, only for the purposes of providing our services, managing bookings, processing payments, and communicating with you.
We will handle your personal data in accordance with applicable data protection laws and will take reasonable steps to keep it secure. We will not sell your personal data to third parties. We may share your information with our staff and trusted partners only to the extent necessary to provide the services or comply with legal obligations.
15. Force Majeure
We shall not be liable for any failure or delay in performing our obligations under the Contract where such failure or delay arises from events or circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, road closures, strikes, lockouts, riots, acts of war, or failure of utilities or transport networks.
If a force majeure event occurs, we will notify you as soon as reasonably practicable and will endeavour to carry out the services as soon as conditions allow, or agree an alternative arrangement with you where possible.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any Contract between you and us, shall be governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions or the services we provide.
17. General Provisions
If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that part shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions, together with any written quotation or confirmation we provide, constitute the entire agreement between you and us in relation to the services and supersede any previous agreements or understandings, whether written or oral.
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 your Contract. You should review the Terms and Conditions before each booking to ensure you understand the applicable terms.
