Terms and Conditions for Man With A Van Acton

These Terms and Conditions set out the basis on which Man With A Van Acton provides removal, delivery, transport and related vehicle-and-driver services to customers in the UK. By making a booking, confirming a quotation, or allowing the service to begin, you agree to be bound by these terms. They are designed to be fair, clear and practical for both parties, and they apply whether the work is a single-item move, a multi-item collection, a domestic relocation, or a commercial transport task.

The words “we”, “us” and “our” refer to the service provider operating under the Man With A Van Acton name. The words “you” and “your” refer to the customer placing the booking or receiving the service. Any variation to these terms must be agreed in writing before the job starts. If any part of these terms is found to be unenforceable, the remainder will continue to apply.

These terms are intended to support smooth scheduling, safe handling and transparent pricing. They should be read together with any quotation, booking confirmation, or written service note issued before the job. Where a specific quotation or agreed arrangement conflicts with these terms, the agreed written arrangement will take priority to the extent of that conflict.

1. Booking Process

A booking with Man With A Van Acton is made when you request a service, we provide a quotation or estimate, and you accept it. Acceptance may be given verbally, by message, by email, or through any other written confirmation method we use. A booking is only considered secure once details have been confirmed, including the service date, approximate time window, collection and delivery locations, type of items, and any special handling requirements.

When requesting a booking, you must give accurate and complete information. This includes the number and size of items, access conditions, floor levels, parking restrictions, whether lifting equipment is needed, and any items that may be unusually heavy, fragile, hazardous or high value. If the information provided is incomplete or inaccurate, we may amend the price, change the vehicle requirement, alter the staffing level, or cancel the booking where the service cannot reasonably be performed as originally agreed.

We operate on the basis of reasonable scheduling and may provide time windows rather than exact arrival times. Traffic, weather, previous jobs, loading delays and access issues may affect arrival. While we will take care to arrive within the agreed slot, we are not responsible for delays caused by circumstances outside our control. If a delay becomes likely, we will aim to keep you informed using the contact method provided at booking.

2. Service Scope and Customer Responsibilities

The service typically includes loading, transport and unloading of agreed items, together with reasonable care in handling them. Unless expressly stated otherwise, our service does not include packing, dismantling, reassembly, electrical work, plumbing, cleaning, disposal of prohibited waste, or specialist lifting requiring equipment not included in the booking. If such services are requested, they must be agreed in advance and may incur additional charges.

You are responsible for ensuring that items are adequately packed, labelled and ready for transport unless we have agreed in writing to assist with packing. You should remove personal data, passports, cash, jewellery, confidential documents and other sensitive items before the job begins. We may refuse to move items that are unsafe, prohibited, unlawfully possessed, improperly packed, or likely to cause damage to other goods, the vehicle or persons involved.

If you or anyone acting on your behalf helps with loading or unloading, that person does so at your own risk and under your direction. We are not liable for damage caused by improper packing, unstable stacking, poor labelling or failure to provide accurate information about item condition. Please note that access arrangements, parking permits, and building permissions remain your responsibility unless otherwise agreed.

3. Pricing and Payments

All prices are based on the details supplied at the time of booking. We may offer fixed quotes or estimated rates depending on the nature of the job. A fixed quote applies only to the service described in the booking confirmation. If the scope changes, the price may be adjusted to reflect additional time, labour, mileage, waiting time, congestion, parking charges, ferry costs, tolls, additional stops, or the use of extra vehicles or staff.

Unless a different arrangement has been agreed, payment is due on completion of the job or before unloading, at our discretion. We may require a deposit for certain bookings, especially where the job is scheduled in advance, requires reserved resources, or involves a larger-than-usual undertaking. Deposits are normally deducted from the final balance unless the booking is cancelled in breach of these terms.

Accepted payment methods may include bank transfer, debit card, credit card, cash, or other methods made available at the time of booking. We may refuse cheque payments or any payment method that creates an unacceptable delay or risk. Any bank charges, failed payment fees, chargeback fees or collection costs reasonably incurred as a result of non-payment may be added to the amount due, to the extent permitted by law.

4. Cancellations, Rescheduling and Waiting Time

If you need to cancel or reschedule, please give as much notice as possible. Cancellations made with sufficient notice may be eligible for a full or partial refund of any deposit, depending on the circumstances and any costs already incurred. Where a booking is cancelled at short notice, after the vehicle has been dispatched, or when staff have already been allocated, we may charge a cancellation fee to cover lost time and preparatory costs.

If you are not ready for collection or unloading at the agreed time, waiting charges may apply. We reserve the right to leave the site and treat the booking as cancelled if access is not possible within a reasonable period, if contact cannot be made, or if the location is unsafe. In such cases, any deposit may be retained and additional recovery charges may apply where a return visit is needed.

We may also need to cancel or reschedule where there are safety concerns, adverse weather, vehicle breakdown, road closures, staff illness, or other events outside our control. If we cancel for reasons within our control, we will normally offer an alternative date or refund any amount paid for the affected service. Our liability for cancellation is limited to the amount paid for the cancelled portion of the booking, except where law requires otherwise.

5. Liability and Damage

We take reasonable care when handling goods, but our liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by events beyond our control, including but not limited to defective packaging, inherent vice, pre-existing damage, wear and tear, hidden faults, improper lifting by others, or instructions given by you that result in risk to the item.

You must inspect items before the move and point out any existing damage or weaknesses. Where possible, photographs may be taken before loading and after unloading to record condition. Claims for damage must be raised as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. Failure to notify us promptly may affect our ability to investigate the matter and may limit any remedy.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim arising from the service will not exceed the amount paid or payable for the specific job in question, unless a different limit is required by law.

6. Waste Regulations and Prohibited Items

Where a booking includes disposal, clearance or removal of unwanted items, both parties must comply with applicable UK waste regulations. You must tell us in advance if any waste is to be collected, and you must accurately describe what it contains. We may ask for photographs or further information before agreeing to remove waste. We reserve the right to refuse items that are unsafe, unidentified, contaminated, or likely to breach environmental rules.

We will only transport or dispose of waste in accordance with the law. This may include using properly licensed facilities and keeping records where required. You must not ask us to carry controlled, hazardous or illegal materials unless we have specifically confirmed that such items can be handled lawfully and safely. Prohibited materials may include asbestos, chemicals, oils, gas bottles, medical waste, flammable substances, live electrical faults, and any item classed as dangerous without prior written agreement.

If you fail to disclose waste content or present items that are misdescribed, you may be responsible for any additional costs, fines, disposal charges, cleaning costs or legal consequences arising from that failure. You also agree that items offered for removal are lawfully yours to dispose of and are not stolen, subject to third-party rights or subject to any restriction that would prevent transport or disposal.

7. Access, Parking and Site Conditions

You are responsible for ensuring reasonable access to the collection and delivery points. This includes arranging parking where necessary, obtaining permits or permissions, and advising us of steps, narrow entrances, lifts, loading bays, security checks or any other feature that may affect the job. If access is restricted, we may need to make adjustments to the service or charge extra for additional time or labour.

We may refuse to enter or work in any location that is unsafe, unreasonably obstructed, or likely to cause damage to property, goods or people. This includes situations involving aggressive behaviour, unsafe flooring, structural instability, inadequate lighting, unsecured animals, or environmental hazards. If a job cannot proceed because of access or safety problems that were not disclosed in advance, the booking may still be chargeable.

8. Customer Conduct and Cooperation

You agree to treat our staff with courtesy and to provide reasonable cooperation throughout the service. Abusive language, threats, harassment, intoxication, or interference with the work may lead to immediate suspension or cancellation of the job. We may withdraw from the location if we consider that continued work would create a risk to health, safety or dignity.

If you instruct us to act in a manner that appears unlawful, unsafe or contrary to these terms, we may refuse without liability. Any request to exceed the agreed scope, including adding stops, changing destinations, or moving extra items, will be subject to availability and may require a revised price. We reserve the right to decline any request that is not practical within the scheduled service.

9. Complaints and Disputes

If you are dissatisfied with any part of the service, you should raise the issue as soon as possible so that we can review it promptly. Supporting information such as photographs, item descriptions and timing details may assist in resolving the matter. We will consider complaints in good faith and seek a fair outcome based on the facts, the booking information and the applicable law.

If a dispute cannot be resolved informally, both parties agree to attempt to settle the matter reasonably before starting legal proceedings. Nothing in these terms prevents either party from seeking urgent court relief where necessary. Any waiver of a right under these terms must be in writing and signed or otherwise confirmed by us.

We may update these terms from time to time. The version in force at the time of your booking will apply to that booking, unless a later change is required by law or agreed in writing. Continued use of our service after updated terms are issued will be taken as acceptance of the revised terms for future bookings.

10. Governing Law

These Terms and Conditions and any dispute or claim arising from them, or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a customer based in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the contract for the service will remain subject to the governing law stated here unless the law requires otherwise.

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, subject always to any mandatory consumer rights or jurisdiction rules that apply by law. If any clause is unlawful, void or unenforceable, that clause will be severed to the extent necessary and the remainder will stay in force.

Man With A Van Acton operates as a professional transport and moving service, and these terms are intended to provide a balanced framework for safe bookings, fair payment, responsible handling and lawful waste management. By proceeding with a booking, you confirm that you have read, understood and accepted these terms.