Terms and Conditions for Man With A Van Mile End
These Terms and Conditions set out the basis on which Man With A Van Mile End provides removals, transport, loading, unloading, and related services to business and domestic customers in the UK. By making a booking, confirming a quotation, or allowing a service to begin, the customer agrees to be bound by these terms. Please read them carefully before proceeding with a booking. These terms apply to the extent permitted by law and do not affect any statutory rights that cannot be excluded. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or the person making the booking on behalf of the customer.
Man With A Van Mile End reserves the right to update these terms from time to time. Any changes will apply to future bookings unless otherwise required by law. If a booking has already been accepted, the version of the terms in force at the time of acceptance will generally apply, unless changes are required to comply with legal obligations or to address safety, insurance, or regulatory matters. These terms are intended to be fair, transparent, and consistent with UK consumer and contract law.
All services are provided subject to the information supplied by the customer being accurate and complete. If the details provided are incorrect, incomplete, or later change, we may need to revise the quotation, timing, staffing, vehicle size, or scope of the work. Our van and man service is designed to be flexible, but it relies on the customer providing enough notice and accurate information to allow the service to be planned safely and efficiently.
1. Booking Process
A booking is usually made by the customer providing the required details of the job, including collection and delivery addresses, access conditions, item descriptions, dates, times, and any special requirements. Once we review the information, we may issue a quotation or estimate based on the details supplied. A quotation will generally remain valid for the period stated in writing, provided the job details do not change. An estimate is not a fixed price and may be adjusted if the scope of the service changes or if unforeseen circumstances affect the work.
To confirm a booking, the customer may need to accept the quotation, pay a deposit where requested, or provide written confirmation by email, message, or another agreed method. A booking is only confirmed once we have accepted it. We are not bound to provide a service until confirmation has been given. Any special requirements such as parking restrictions, stair access, dismantling, long carry distances, or time-sensitive deliveries must be disclosed before the booking is accepted. Failure to disclose such matters may result in additional charges or delay.
Customers using our man and van service must ensure that all item dimensions and weights are described honestly. This includes white goods, furniture, fragile goods, boxed items, office equipment, and any items requiring lifting assistance. We may refuse items that are unsafe, illegal, excessively heavy, improperly packed, or unsuitable for transport. If the move involves items of unusual shape or value, the customer should tell us in advance so that appropriate handling arrangements can be considered.
2. Service Standards and Customer Responsibilities
We will use reasonable care and skill in carrying out the service and will aim to complete the work within the agreed time frame. However, arrival times are estimates only, unless a specific guaranteed time has been expressly agreed in writing. Delays may occur due to traffic, weather, access issues, previous job overruns, vehicle breakdown, or circumstances outside our reasonable control. If a delay occurs, we will try to keep the customer informed and, where practical, propose an alternative time.
The customer is responsible for ensuring safe, legal, and practical access to the property and any loading or unloading point. This includes arranging parking where necessary, protecting floors or walls if required, ensuring goods are ready for collection, and making sure that pathways, staircases, lifts, and entrances are safe to use. Any required permits, permissions, or building access arrangements should be organised by the customer unless we have agreed otherwise in writing. If access is restricted or unsafe, we may suspend or refuse work until the issue is resolved, and additional charges may apply for waiting time or abortive attendance.
Where assembly, dismantling, or reconnecting services are requested, these will only be carried out if agreed in advance and if they can be completed safely using reasonable care. We may refuse to dismantle or reassemble complex, integrated, fixed, or specialist items. It is the customer’s responsibility to disconnect utilities, remove valuables, back up electronic data, and empty appliances where required. A UK moving van service does not include checking the contents of sealed boxes, and we accept no responsibility for items packed by the customer unless loss or damage is caused by our negligence.
3. Payments
Unless otherwise agreed, payment is due immediately on completion of the service. We may require a deposit, part-payment, or full payment in advance for larger bookings, urgent work, weekend work, or jobs involving subcontracted support. Accepted payment methods will be communicated during the booking process. Any bank charges, card fees, chargeback costs, or costs arising from failed payments may be passed on to the customer where lawful.
Our prices may be based on hourly rates, fixed quotes, mileage, load size, labour requirements, waiting time, or a combination of these. If the customer requests extra stops, additional loading, changes to the inventory, increased waiting time, or work outside the original scope, we may charge extra. We will normally notify the customer where the price is likely to change, but urgent operational circumstances may require the work to continue before any revised cost is confirmed.
All prices are stated in pounds sterling unless otherwise specified. Where VAT applies, this will be made clear in the quotation or invoice. If payment is overdue, we may charge statutory interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts legislation where applicable, or other lawful debt recovery measures permitted under UK law. We reserve the right to suspend or withhold future services until outstanding sums are paid in full.
4. Cancellations, Rescheduling, and Missed Appointments
The customer may cancel or reschedule a booking by giving notice as soon as possible. If cancellation notice is received before resources have been allocated, a full or partial refund may be provided depending on any costs already incurred. If the booking is cancelled after the vehicle has been dispatched, after staff have been allocated, or on arrival at the collection point, a cancellation charge may apply to cover time, fuel, labour, and administrative costs. Any refund or charge will be assessed fairly based on the circumstances of the booking.
If the customer is not present at the agreed time, cannot provide access, has not prepared the items for collection, or otherwise prevents the job from starting or continuing, the booking may be treated as a late cancellation or failed attendance. We may charge for waiting time, abortive attendance, or the full job fee where appropriate and lawful. If we need to cancel due to vehicle unavailability, staff illness, unsafe conditions, or circumstances beyond our control, we will aim to offer an alternative date or refund any amount already paid for the cancelled part of the service.
For Mile End man with a van bookings, we aim to act reasonably and fairly if plans change. Nevertheless, because time, staffing, and vehicle allocation are reserved for each job, short-notice cancellations can cause unavoidable losses. The customer acknowledges that some bookings, particularly same-day or urgent work, may involve non-recoverable costs once preparations have begun. Any cancellation rights under consumer law remain unaffected where they apply.
5. Liability, Damage, and Insurance
We will take reasonable care of the items entrusted to us and of the property we enter during the course of the service. However, our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to use reasonable care and skill. We are not responsible for pre-existing damage, hidden defects, fragile items packed by the customer, or items that are inherently weak, unstable, improperly secured, or unsuitable for transport.
Customers should ensure that valuable, fragile, irreplaceable, or sentimental items are properly protected and declared in advance. This includes antiques, artwork, mirrors, glass, electronics, cash, jewellery, documents, and similar items. Unless we agree otherwise in writing, we do not accept responsibility for the internal condition of packed boxes or for items damaged because they were not suitably packed. The customer should consider whether specialist insurance is needed for high-value goods, as standard service liability may not cover the full replacement value of such items.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to those limits, our liability for loss or damage in connection with a booking will be capped at the amount paid for the specific service giving rise to the claim, unless a higher limit has been agreed in writing. We will not be liable for indirect losses such as loss of profit, loss of business, loss of opportunity, or consequential loss.
6. Waste Regulations and Disposal of Unwanted Items
Where the service includes removal or disposal of unwanted items, the customer must clearly identify what is to be taken away and must ensure that no prohibited, hazardous, or regulated waste is included unless this has been agreed in advance and handled in line with applicable law. Waste handling and disposal are subject to UK environmental rules, including the duty to transfer waste only to authorised persons and facilities. We may ask for additional information to verify the nature of any waste before accepting it.
We do not knowingly transport illegal waste, hazardous substances, clinical waste, asbestos, gas cylinders, chemicals, contaminated materials, or any other material that requires specialist licensing, packaging, or disposal controls, unless we have expressly agreed to do so and are legally permitted to handle it. If undeclared waste is discovered, we may refuse to load it, remove it from the vehicle, or charge additional costs for safe handling, return, or lawful disposal. The customer may be responsible for any fines, penalties, clean-up costs, or third-party claims arising from incorrect waste declarations or unlawful disposal requests.
Where waste transfer documentation is required, the customer agrees to provide accurate descriptions and, if necessary, sign any lawful paperwork connected to the transfer. We will act in accordance with applicable waste duty of care requirements and keep records where required by law. Our household clearance transport and similar waste-related services are intended only for materials that can be lawfully collected, carried, and delivered to approved facilities. We may refuse any load that appears unsafe, contaminated, or non-compliant.
7. Force Majeure, Conduct, and Termination
We will not be liable for failure or delay in performing the service where this is caused by events beyond our reasonable control, including severe weather, road closures, accidents, industrial action, fire, flood, acts of terrorism, utility failures, or legal restrictions. If such an event occurs, we will seek to minimise disruption and may rearrange the booking or cancel part or all of the service if performance becomes impossible or unsafe.
We reserve the right to refuse or terminate a booking if the customer, any occupant of the property, or any third party behaves abusively, aggressively, unlawfully, or in a way that creates a risk to staff, property, or vehicle. We may also stop work if there is a threat to safety, if access is unsafe, or if the customer materially breaches these terms. In such cases, charges may still apply for work completed, time spent, or costs already incurred. Any illegal, threatening, or discriminatory conduct may be reported to the appropriate authorities.
The customer agrees not to request any activity that would breach road traffic law, health and safety requirements, property rules, employment law, or any other applicable legal duty. We may decline to carry goods that are overloaded, dangerous, improperly packaged, or likely to cause damage to the vehicle or injury to persons. A van moving service must always operate within the limits of safe loading and lawful transport.
8. Governing Law and General Provisions
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales unless another part of the UK has mandatory jurisdiction in relation to the specific issue. The courts of England and Wales will have exclusive jurisdiction over any dispute unless the law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
No failure or delay by us in enforcing any right or remedy shall operate as a waiver of that right or remedy. Any waiver must be in writing to be effective. The customer may not transfer or assign a booking or any rights under these terms without our prior written consent. We may assign or subcontract elements of the service where necessary to complete the work safely and efficiently, provided we remain responsible for the service in accordance with these terms and applicable law.
These terms form the entire agreement between the customer and Man With A Van Mile End in relation to the booked service, except where additional terms have been agreed in writing. If a dispute arises, both parties should first attempt to resolve the matter in good faith and promptly. By continuing with a booking, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions for the man with a van service.