Man with Van Keston Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Keston provides removal, transport and associated services. By placing a booking or allowing work to commence, you acknowledge that you have read, understood and agreed to be bound by these Terms and Conditions. If you do not agree, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, partnership, company or organisation that requests or purchases services from Man with Van Keston.
We, Us, Our means the provider trading as Man with Van Keston.
Services means any removal, man and van, transport, collection, delivery, loading, unloading, packing, or related services supplied by us.
Booking means a confirmed request for our services, whether made verbally or in writing, and whether or not accompanied by a deposit or advance payment.
Item or Goods means any furniture, boxes, personal belongings, equipment, or other property that we are requested to move, transport, handle or store.
Working Day means any day other than a Saturday, Sunday or public bank holiday in England.
2. Scope of Services
We provide man and van and removal services including collection, transport and delivery of household and commercial items within Keston and the wider service area, subject to these Terms and Conditions. The specific details of each service, including addresses, dates, times, vehicle size and number of staff, will be agreed at the time of booking.
Any additional services such as packing, unpacking, dismantling, reassembly, long-distance transport, or multiple drops must be clearly agreed before the booking is confirmed or will be treated as extra services which may incur additional charges.
3. Booking Process
3.1 All bookings are subject to availability and are not confirmed until we have accepted your request. We may accept bookings verbally or in writing and may request certain information about your move, including but not limited to:
a. Addresses for collection and delivery.
b. Access details, such as floor level, lifts, parking distances and any access restrictions.
c. An indication of the quantity, type and approximate value of the items to be moved.
d. Your preferred date and time for the service.
3.2 You are responsible for ensuring that all information provided at the time of booking is full and accurate. Quotations and time estimates are based on the information you supply. If the information is incomplete or inaccurate, we reserve the right to amend the price, change the service or cancel the booking.
3.3 We may require a deposit or full payment at the time of booking, depending on the service type, duration, distance or other factors. Any such requirement will be communicated to you during the booking process.
3.4 We reserve the right to decline or cancel any booking at our discretion where we believe the work cannot be carried out safely, legally or within the scope of our services.
4. Quotations and Pricing
4.1 Unless stated otherwise, our quotations are estimates and not fixed-price offers. Prices may be given as hourly rates, day rates or fixed fees depending on the nature of the job.
4.2 Quotations are usually based on normal working hours. Services outside agreed hours, extended waiting times, additional pick-ups or drop-offs, and unforeseen delays outside our control may incur additional charges.
4.3 We reserve the right to adjust our prices if:
a. The information you provided at the time of booking was inaccurate or incomplete.
b. Additional services are requested on the day.
c. There are significant delays caused by issues such as poor access, long carrying distances, waiting for keys, traffic issues or restrictions on parking or loading.
4.4 Any parking charges, tolls, congestion charges or similar fees incurred while providing our services will be added to your final bill unless otherwise agreed in writing.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. We may require:
a. Full payment in advance of the service date; or
b. A deposit in advance and the balance on completion of the service; or
c. Payment in full on the day of the service before unloading is completed.
5.2 You agree to pay all charges due in full and without set-off, deduction or counterclaim. If payment is not made when due, we may refuse to commence or continue with the services and, if items are already loaded, we may retain them until full payment is received.
5.3 If payment is not received when due, we reserve the right to apply reasonable late payment charges and interest at the statutory rate permitted under English law, and to recover from you all costs and expenses incurred in enforcing payment.
6. Cancellations and Amendments
6.1 If you need to cancel or amend your booking, you must notify us as soon as possible. Cancellation charges may apply, depending on the notice given.
6.2 Our standard cancellation terms are as follows unless otherwise agreed in writing:
a. More than 7 Working Days before the service date: no cancellation fee, and any deposit paid may be refunded or credited at our discretion.
b. Between 2 and 7 Working Days before the service date: we may retain part or all of any deposit paid and may charge up to 50 percent of the estimated total fee.
c. Less than 2 Working Days before the service date or on the day of service: we may charge up to 100 percent of the estimated total fee.
6.3 If you reschedule the service instead of cancelling, we may at our discretion transfer part or all of any paid deposit to the new date, subject to availability.
6.4 We may cancel or postpone the service at any time if:
a. You fail to provide adequate instructions or access details.
b. Weather, road conditions, mechanical breakdown or other events outside our reasonable control prevent us from operating safely.
c. We reasonably consider that the job cannot be completed safely or legally.
Where we cancel or postpone for reasons within our control, our liability will be limited to a refund of any amounts paid for the affected service. We will not be responsible for any indirect or consequential loss caused by such cancellation or postponement.
7. Customer Responsibilities
7.1 You are responsible for:
a. Ensuring that all items are properly packed, secured and labelled unless you have requested and paid for our packing services.
b. Ensuring that items are ready to be moved at the agreed time.
c. Arranging suitable parking and any required permits, authorisations or permissions for our vehicles at both collection and delivery addresses.
d. Being present or appointing a representative to be present during loading and unloading, to provide instructions, confirm items to be moved and check premises.
e. Checking that nothing has been left behind before we leave the premises.
7.2 You must not request us to move, and we will not knowingly handle, any prohibited or unlawful items including but not limited to:
a. Explosives, flammable substances or other hazardous materials.
b. Illegal goods, stolen items or contraband.
c. Animals or live plants unless specifically agreed in advance.
d. Cash, securities, precious metals or other high-value items for which special arrangements have not been made.
8. Access and Parking
8.1 You must ensure that there is adequate access for our vehicle at both collection and delivery locations, including sufficient space for loading and unloading.
8.2 If there are restrictions such as narrow roads, low bridges, limited parking, gates, steps or long walking distances, you must inform us at the time of booking. Failure to do so may result in additional charges or, in extreme circumstances, cancellation of the service where safe access is not possible.
8.3 We are not responsible for any fines or penalties arising from inadequate or incorrect information about parking or access where you were responsible for providing such information.
9. Liability for Loss or Damage
9.1 We will take reasonable care in handling, loading, transporting and unloading your goods. However, our liability for any loss of or damage to items is subject to the limitations and exclusions in this section.
9.2 We will not be liable for:
a. Loss or damage arising from your failure to pack items safely or properly, unless we have provided a packing service.
b. Damage to items that are inherently fragile or already defective, including but not limited to lamps, glass, mirrors, picture frames, and flat-pack furniture, where such damage arises from normal handling.
c. Damage to the internal workings of electrical or mechanical items, unless there is clear evidence of external physical damage caused by our negligence.
d. Loss or damage where our services are provided in accordance with your instructions and such loss or damage results from those instructions.
9.3 Our total aggregate liability for loss or damage to your goods, whether arising from negligence, breach of contract or otherwise, shall not exceed the reasonable replacement value of the item or the total charges for the service, whichever is lower, unless otherwise agreed in writing.
9.4 We are not liable for any indirect, special or consequential loss or damage, loss of profits, loss of business, loss of opportunity or emotional distress arising out of or in connection with our services.
9.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within 7 days of completion of the service. You must provide reasonable evidence of the loss or damage and allow us a reasonable opportunity to inspect the items and investigate the claim.
10. Damage to Property
10.1 We will take reasonable care to avoid damage to your property, including buildings, fixtures and fittings. However, you must protect items that are particularly vulnerable to damage, such as floors, carpets, walls and bannisters.
10.2 We are not responsible for normal wear and tear or superficial marks that may occur in the course of moving large items through confined spaces, provided we act with reasonable care and skill.
10.3 If damage to property occurs as a direct result of our negligence, you must notify us as soon as possible and in any event within 7 days of the incident. Our liability will be limited to the reasonable cost of repair or, at our discretion, a reasonable contribution towards such cost.
11. Waste, Disposal and Regulations
11.1 We operate in line with relevant waste and environmental regulations. We are not a general waste disposal service and will not remove household refuse, builder's rubble or other waste materials unless this has been specifically agreed and quoted for in advance.
11.2 Where we agree to remove items for disposal or recycling:
a. You confirm that you have the right to dispose of those items.
b. Items will be taken to appropriate licensed facilities or transfer stations in compliance with applicable regulations.
c. Additional charges may apply depending on the type and weight of waste and any fees imposed by disposal facilities.
11.3 We will not handle or transport hazardous or controlled waste such as chemicals, asbestos, gas cylinders, medical waste, flammable liquids or similar materials. If such items are presented to us without prior agreement, we may refuse to move them and may charge for any wasted time or additional costs incurred.
12. Force Majeure
12.1 We will not be in breach of contract nor liable for any delay or failure to perform our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control, including but not limited to adverse weather, road closures, accidents, traffic congestion, vehicle breakdown, industrial disputes, acts of God, war, terrorism, or governmental restrictions.
12.2 If a force majeure event prevents us from performing the services on the agreed date, we will use reasonable efforts to offer an alternative date or time. Our liability will be limited to a refund of any amounts paid for services that we are unable to provide as a result of such event.
13. Complaints
13.1 If you are dissatisfied with any aspect of our service, you should raise this with our team as soon as possible, preferably on the day of the service so that we have an opportunity to address the issue promptly.
13.2 If the matter is not resolved, you should submit a written complaint with full details, including any supporting evidence, within 14 days of the service date. We will investigate your complaint and aim to respond within a reasonable time.
14. Data Protection and Privacy
14.1 We will collect and use your personal information only as necessary to provide our services, manage our relationship with you and comply with legal obligations.
14.2 Your details may be used to confirm bookings, arrange access, issue invoices and receipts, and handle any queries or complaints. We will take reasonable steps to keep your information secure and will not sell your details to third parties.
15. Variation of Terms
15.1 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 booking.
15.2 Any changes specific to your booking will be confirmed in writing or clearly communicated to you before the service date.
16. Severability
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.
16.2 Any invalid or unenforceable provision shall not affect the validity and enforceability of the remaining provisions.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 You and we agree that 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.
By confirming a booking or using our services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
