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 moving, transport, collection, and related services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. These conditions are intended to create a clear, fair, and practical agreement between the service provider and the customer, covering the booking process, payment obligations, cancellations, liability limits, waste handling requirements, and the law that applies to the service.

For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider operating under the Man With A Van Acton name, and references to “you” or “the customer” mean the person or business booking the service. These terms apply to all domestic and commercial van services, including removals, item transport, furniture movement, and any agreed loading or unloading support.

We reserve the right to amend these terms from time to time. Any update will apply to future bookings unless otherwise agreed in writing. The version in force at the time of booking will normally govern that particular service, unless a later written agreement expressly replaces it. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

1. Booking Process

Bookings may be made through the agreed ordering method offered at the time of enquiry. Before confirming a booking, you must provide accurate and complete information about the collection and delivery locations, the number and type of items, access conditions, time constraints, and any special handling requirements. The customer is responsible for ensuring that all relevant information is correct so that the service can be planned properly.

A booking is not confirmed until it has been accepted by us and, where required, any deposit or advance payment has been received. We may request additional details before confirmation, especially where the job involves stairs, difficult access, parking restrictions, heavy items, dismantling, waste, or time-sensitive delivery. If the actual service requirements differ materially from the information supplied, we may revise the quotation, adjust the vehicle size, amend the schedule, or decline to proceed if the job cannot safely or lawfully be completed as originally agreed.

The customer must ensure that the premises are accessible at the agreed time. This includes arranging any necessary permits, parking arrangements, building access approvals, lift reservations, or keys/entry instructions. Where delays arise because access has not been properly arranged, waiting time, aborted-callout charges, or rebooking fees may apply. We are not responsible for delays caused by inaccurate addresses, missing access information, or the absence of a person authorised to release items or accept delivery.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the service. The customer must ensure that all items presented for transport are ready to move, adequately packaged where necessary, and free from prohibited contents. Fragile items, high-value goods, and appliances should be declared in advance so that suitable precautions can be considered. Unless expressly agreed, we do not undertake specialist packing, crating, or installation services.

The customer is responsible for obtaining and retaining any supporting documents needed for the move, including proof of ownership, access permissions, disposal authorisations, or transfer notes where applicable. If someone other than the customer is receiving the goods, the customer must ensure that the recipient is available at the delivery address and is authorised to accept the items. Where items are left unattended at the customer’s request, risk may pass to the customer once delivery is completed to the agreed place.

We may refuse to move any item that is unsafe, unlawfully possessed, improperly prepared, excessively heavy beyond reasonable and safe handling capacity, or likely to cause damage to property or injury to persons. The customer must not ask our staff to carry out unsafe lifting, breach legal restrictions, or exceed the agreed scope of work. Man With A Van Acton reserves the right to stop work if circumstances become unsafe, unlawful, or materially different from those agreed.

3. Payments and Charges

All prices will be set out in the quotation or booking confirmation, unless the service requires adjustment due to changes in scope, waiting time, parking charges, congestion-related costs, additional labour, or other agreed extras. Prices may be quoted as fixed or estimated amounts. If the quote is estimated, the final charge may differ where the actual service time, distance, access conditions, or item count differs from the information originally provided.

Unless otherwise agreed, payment must be made in full on completion of the job. We may require a deposit, advance payment, or card pre-authorisation to secure the booking, especially for larger jobs or short-notice services. Any deposit paid may be applied against the final invoice. If payment is not received by the due date, we may charge lawful late-payment interest or reasonable recovery costs where permitted by law.

We may also charge for additional time if the job is delayed by circumstances outside our control, including customer lateness, waiting for keys, traffic delays caused by route changes requested by the customer, or incomplete preparation of items. Any additional charge will be calculated fairly and, where possible, communicated before it is incurred. The customer remains responsible for all agreed fees, even where a third party was expected to pay unless we have expressly agreed otherwise in writing.

4. Cancellations, Rescheduling, and No-Shows

The customer may cancel or reschedule a booking by giving notice as early as possible. If a booking is cancelled after confirmation, cancellation charges may apply to reflect lost time, reserved resources, and administrative costs. The amount charged will depend on the notice given, the nature of the booking, and whether any staff, vehicle, or third-party services have already been allocated.

If cancellation occurs close to the scheduled time, or if the job is aborted on arrival because the customer is not ready, access is unavailable, or the customer is absent, we may charge a call-out fee, a percentage of the agreed job price, or the full price where we have incurred substantial loss or the booking was specifically reserved for that time slot. Rescheduling is subject to availability and may involve a revised price if the new date, duration, or scope changes.

We may cancel or suspend a booking where weather, traffic disruption, vehicle breakdown, staff illness, legal restrictions, unsafe conditions, non-payment, or inaccurate booking information makes performance impossible, unsafe, or commercially impracticable. In such cases, we will aim to notify the customer promptly and, where appropriate, offer an alternative date or a refund of any sums paid for undelivered service elements. We will not be liable for indirect losses arising from cancellation where the cause is outside our reasonable control.

5. Liability and Limitations

We will take reasonable care when handling items, loading vehicles, and carrying out the service. However, the customer acknowledges that moving goods involves inherent risks, particularly where items are fragile, poorly packed, already damaged, or heavy. To the fullest extent permitted by law, we are not liable for pre-existing faults, ordinary wear and tear, minor cosmetic marks, or damage caused by inadequate packing or by the item’s own condition.

Our liability for loss or damage is limited to direct loss that is reasonably foreseeable and caused by our proven negligence or breach of contract. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to these legal limits, we will not be responsible for loss of profit, loss of business, missed deadlines, consequential loss, or any indirect or special damages.

The customer must notify us of any alleged loss or damage as soon as reasonably possible and, where practicable, before the vehicle departs or the service is completed. Claims should include reasonable evidence of the item’s condition before the move, the alleged damage, and the extent of the loss. Failure to give prompt notice may make it more difficult to investigate the matter and may reduce any recovery available. Any claim will be assessed in accordance with applicable law and the circumstances of the booking.

6. Waste, Disposal, and Environmental Compliance

Where our service includes collection, removal, or disposal of unwanted items, the customer must clearly identify what is to be taken away and confirm that they have the right to dispose of those items. We will not knowingly transport or dispose of waste in breach of environmental laws or local authority rules. The customer must not include hazardous, toxic, explosive, infectious, or regulated materials unless we have expressly agreed in writing and are legally authorised to handle them.

The customer is responsible for ensuring that any waste is accurately described and separated where necessary. Certain materials may require specialist handling, licensed disposal, or documentary records under UK waste legislation. If items are misdescribed, contaminated, or mixed with prohibited waste, we may refuse to remove them, revise the quotation, or return the load at the customer’s expense where lawful and reasonable.

Where applicable, waste transfer notes, duty-of-care records, or other required documents must be completed truthfully and retained as required by law. By instructing us to remove waste, the customer confirms that the transfer is lawful and that they understand their obligations under applicable waste regulations. We may refuse any job that could expose us to regulatory breach, environmental harm, or improper disposal risk. The customer remains responsible for the legality of the waste contents unless we have explicitly agreed to manage those compliance obligations in writing.

7. Insurance, Risk, and Property Access

Risk in the items usually passes in accordance with the agreed service and the point at which delivery, collection, or disposal is completed. Where the customer or recipient instructs us to leave items in a particular place, the customer accepts responsibility for any resulting loss, theft, weather exposure, or damage unless it is caused by our negligence. Any insurance cover we may hold will be subject to the relevant policy terms, exclusions, and conditions.

The customer should ensure that paths, entrances, driveways, lifts, and internal routes are suitable for the move. We are not responsible for damage caused by defective or unsuitable access routes, narrow hallways, weak flooring, insecure fixtures, or obstructed spaces, unless that damage results from our failure to take reasonable care. Where heavy or bulky items require dismantling or reassembly, the customer should confirm whether this is included before booking, as not all services cover such work.

If we are asked to enter a property, the customer warrants that they have lawful authority to permit entry and movement of goods. We may ask for identity verification or proof of authority where needed to protect against fraud, theft, or unauthorised removal. If there is any dispute about ownership or permission to move items, we may suspend the service until the issue is resolved or seek instructions from the lawful owner or authorised representative.

8. Governing Law and General Provisions

These terms and any dispute or claim arising from them are governed by the laws of England and Wales, unless the law of another part of the United Kingdom applies by mandatory legal rule. The parties agree that the courts of the relevant jurisdiction will have authority over any dispute that cannot be resolved amicably. Nothing in these terms affects the customer’s statutory rights.

If we choose not to enforce any provision immediately, this does not mean that we waive our right to enforce it later. Any waiver must be made in writing to be valid. The customer may not transfer rights or obligations under these terms without our written consent. We may assign or subcontract parts of the service where appropriate, provided that doing so does not materially reduce the standards promised under the booking.

These Terms and Conditions form the entire agreement between the customer and Man With A Van Acton in relation to the service, unless amended in writing. By booking, the customer confirms that they have read, understood, and agreed to these conditions and that all information supplied is accurate to the best of their knowledge. In the event of any inconsistency between a quotation and these terms, the written quotation or booking confirmation will apply to the extent of the inconsistency, provided it does not conflict with mandatory law.