Man and Van Shoreditch Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Shoreditch provides removal, transport and related services. By making a booking, using our services, or permitting our staff to handle your goods, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below.

Customer means the person, company or organisation that books or receives the services.

Services means any man and van, removal, transport, loading, unloading, packing, furniture assembly or related services provided by us.

Goods means the items and personal property that we are asked to move, transport, pack, store, lift or otherwise handle.

Vehicle means any van or other vehicle used by us to carry out the services.

Contract means the agreement between the customer and Man and Van Shoreditch for the provision of the services, incorporating these Terms and Conditions and any written quotation or confirmation we issue.

2. Scope of Services

We provide man and van and removal services within Shoreditch and surrounding areas, as well as to and from other locations as agreed at the time of booking. Our services may include loading and unloading, transport of goods, limited packing assistance, and furniture disassembly and reassembly where specifically agreed.

The exact scope of our services for each job, including the number of staff, size of vehicle, estimated time, and any special requirements, will be as set out in the booking confirmation or quotation issued by us.

We reserve the right to refuse to move any item that we reasonably believe to be unsafe, illegal, excessively heavy, inadequately packed, contaminated, or likely to cause damage to our vehicle, staff, or other goods.

3. Booking Process

All bookings must be made directly with Man and Van Shoreditch. A booking is only considered confirmed when we have provided written or verbal confirmation outlining the date, time window, service details, and agreed rates.

When making a booking, the customer must provide accurate information, including but not limited to:

Full collection and delivery addresses.

Details of access at each address, including floor levels, lifts, parking restrictions, and any known access issues.

A fair and reasonable description of the goods to be moved, including any unusually large, heavy, fragile or high value items.

Any time constraints, building rules, or special handling requirements that may affect the service.

We may request photographs or an item list to assess the work accurately. If, on arrival, the job differs materially from the description provided at the time of booking, we reserve the right to amend the quotation, charge additional fees, or decline to proceed with part or all of the service.

4. Quotations and Prices

All quotations are based on the information provided by the customer and are given in good faith. Quotations may be provided on an hourly rate basis, a fixed price basis, or a combination of both, as specified in the confirmation.

The customer is responsible for any additional charges that arise due to factors outside our control, including but not limited to:

Delays caused by traffic, weather, restricted access, waiting for keys, or third parties.

Additional items not originally declared.

Extra journeys, extended loading or unloading times, or changes in destination.

Parking costs, tolls, or congestion related charges incurred in carrying out the service.

Unless expressly stated, quotations do not include packing materials, packing services, dismantling or reassembly of furniture, disconnection or reconnection of appliances, or removal of doors or windows to provide access.

We reserve the right to revise any quotation prior to the service if there is a significant change in the scope of work, timing, or any other relevant factor.

5. Payments and Charges

Charges for our services are payable by the customer in accordance with the rates and terms set out in the booking confirmation or quotation.

We may require a deposit or pre-payment to secure a booking. Any deposit terms will be explained at the time of booking. The balance of the payment is typically due on completion of the service, unless otherwise agreed in writing.

We accept various payment methods, which will be communicated at the time of booking. The customer is responsible for ensuring that cleared funds are available at the time payment is due.

If payment is not made when due, we reserve the right to:

Charge interest on overdue amounts at a reasonable commercial rate from the date payment was due until the date payment is received.

Withhold or suspend services, including retaining goods in our possession until full payment is received.

Take appropriate steps to recover amounts owed, including using debt collection agencies or legal action, and to charge the customer for any reasonable costs incurred in doing so.

6. Customer Responsibilities

The customer is responsible for:

Ensuring that there is suitable and legal parking available for our vehicle at both collection and delivery addresses. Any parking fines, penalties or additional costs arising from inadequate parking arrangements may be charged to the customer.

Ensuring that all goods are securely and appropriately packed, unless packing has been expressly agreed as part of our services.

Removing or securing any fixtures, fittings or items attached to walls, ceilings or floors that are to be moved.

Ensuring that all appliances are safely disconnected, defrosted and drained before moving.

Being present, or appointing an authorised representative to be present, at both collection and delivery addresses throughout the service to provide instructions and sign any relevant documentation.

The customer must not ask our staff to undertake any task that is hazardous, illegal, or outside the agreed scope of services. We are not responsible for any damage or loss arising from customers or third parties interfering with our work or handling goods without our consent.

7. Access and Property Conditions

The customer must ensure that there is safe and reasonable access to the property and within all relevant areas. This includes stairways, lifts, corridors, doorways, and outdoor pathways.

If access is restricted, unsafe, or significantly more difficult than described at the time of booking, we may charge additional fees for time, labour, or specialist handling equipment, or we may refuse to move specific items that cannot be transported safely.

We are not responsible for any damage caused to property or goods where the customer has insisted on forced or unreasonably difficult manoeuvres, such as moving furniture through tight spaces where there is clear risk of damage.

8. Cancellations and Amendments

If the customer needs to cancel or amend a booking, notice must be given as early as possible.

We may apply the following charges for cancellations or significant changes in timing or scope:

More than 48 hours before the scheduled start time: no cancellation fee, and any deposit paid may be refunded or transferred at our discretion.

Between 24 and 48 hours before the scheduled start time: we reserve the right to retain part or all of any deposit paid or to charge a reasonable cancellation fee.

Less than 24 hours before the scheduled start time or on the day of service: we may charge up to the full estimated value of the booking.

Any customer request to change the date, time or details of the booking will be subject to availability and may result in a change of price. We are under no obligation to accommodate requested changes, particularly during busy periods.

We reserve the right to cancel or postpone a booking if circumstances arise beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness, accidents, or other force majeure events. In such cases, we will aim to reschedule the service as soon as reasonably possible, but we will not be liable for consequential losses arising from any delay or cancellation.

9. Liability for Loss or Damage

We will take reasonable care in handling and transporting your goods. However, our liability is subject to the limitations and exclusions set out in these Terms and Conditions.

We will not be liable for loss, damage or delay arising from:

Inadequate or improper packing by the customer or a third party.

Goods that are inherently fragile, perishable, or prone to damage, including but not limited to glass, electronics, artworks, plants, and food items.

Normal wear and tear, minor marks, or scuffs that may occur during moving, especially where access is limited.

Loss or damage to items packed by the customer in boxes, bags or containers that we did not pack, unless there is clear evidence of our negligence.

Damage caused or contributed to by defects in property structure, fixtures, or fittings.

To the extent permitted by law, our liability for loss of or damage to goods, whether caused by negligence, breach of contract or otherwise, will be limited to a reasonable amount proportionate to the service charges. We will not be liable for any indirect or consequential loss, including loss of profit, loss of revenue, loss of opportunity, or loss of enjoyment.

The customer is responsible for arranging their own insurance cover for high value items or where greater protection is required. We may request that particularly valuable or fragile items are declared before the service is carried out.

Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of completion of the service. The customer must provide reasonable evidence of the loss or damage and cooperate with any investigation.

10. Excluded Items

Unless otherwise agreed in writing, we do not accept responsibility for, nor do we agree to transport, the following items:

Cash, jewellery, watches, precious metals, or stones.

Important documents, financial papers, passports, or other irreplaceable items.

Hazardous or prohibited materials, including explosives, flammable substances, gas cylinders, chemicals, paints, aerosols, illegal goods, or any items prohibited by law.

Animals, plants, or living organisms.

If any such items are handed to us without our knowledge, our liability will be strictly limited and we may, at our discretion, refuse to transport them or request their immediate removal.

11. Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and will not remove household or commercial refuse, builder’s rubble, hazardous waste, or any materials that require specialist disposal, unless this has been expressly agreed in advance and complies with relevant regulations.

If the customer requests disposal of items as part of the service, this will only be carried out where lawful and practical. Any associated fees for disposal, recycling, or transfer station charges will be the responsibility of the customer.

The customer must not request us to dispose of any item that is classified as hazardous, restricted, or controlled waste. We reserve the right to refuse the removal or disposal of any items we reasonably believe to be in breach of applicable regulations.

12. Delays and Waiting Time

While we make reasonable efforts to arrive and complete the service within the agreed time window, timing is not guaranteed. We are not liable for delays caused by circumstances beyond our control, such as traffic, road closures, weather, accidents, or delays caused by the customer or third parties.

If we arrive at the collection or delivery address and are unable to commence work due to issues within the customer’s control, such as lack of access, keys not being available, or property not being ready, we may charge for waiting time at our standard hourly rates.

13. Complaints

If you are dissatisfied with any aspect of our service, you should raise the issue with our staff as soon as possible so that we have the opportunity to address it on the day.

If the matter is not resolved, you should submit a written complaint, providing full details of the booking, the issue, and any supporting evidence. We will review your complaint and respond within a reasonable timeframe. We may request additional information to help us investigate.

14. Data Protection and Privacy

We collect and process personal data necessary to manage bookings, deliver services, take payment, and communicate with customers. We will handle personal information in a lawful, fair and secure manner and will not sell or disclose it to third parties except where necessary to provide our services, comply with legal obligations, or protect our legitimate interests.

By using our services, you consent to the processing of your personal data for these purposes. You may contact us to request access to, correction of, or deletion of your personal information, subject to applicable law.

15. Changes to Terms and Conditions

We may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings made after the date of publication. It is the customer’s responsibility to review the Terms and Conditions whenever making a new booking.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of our services, shall be governed by and construed in accordance with the laws of England and Wales.

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.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

By confirming a booking with Man and Van Shoreditch, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.