Terms and Conditions
Man and a Van Acton Terms and Conditions
These Terms and Conditions set out the basis on which Man and a Van Acton provides removal, transport and related services within the United Kingdom. By making a booking or allowing work to proceed, 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 expressions have the meanings given below:
1.1 We, us and our refer to the Man and a Van Acton service provider supplying removal and related services.
1.2 You and your refer to the customer, being the person, firm or company who requests our services and is responsible for payment.
1.3 Services means any removal, transport, loading, unloading, packing, unpacking, storage, or associated services we agree to provide.
1.4 Booking means a confirmed request for our services on a specified date and time, whether made online, in writing or verbally and accepted by us.
1.5 Vehicle means any van or other vehicle provided by us to carry out the services.
1.6 Goods means the items, furniture, personal belongings, equipment or other property which are the subject of the services.
2. Scope of Services
2.1 We provide man and van removal and transport services, usually involving one or more members of staff and one or more vehicles, to assist with moving goods from one location to another within the United Kingdom.
2.2 Our services may include local moves, longer distance moves, flat and house moves, office removals, single-item collections, and delivery of items purchased from third parties, subject to agreement at the time of booking.
2.3 We reserve the right to refuse to transport any goods that we, at our absolute discretion, consider to be hazardous, illegal, unsafe, excessively heavy or otherwise unsuitable for transport in our vehicles.
2.4 Our services do not include the disconnection or reconnection of electrical, gas, plumbing or other appliances, dismantling or reassembly of furniture or fittings, or any specialist services, unless expressly agreed in writing prior to the booking.
3. Booking Process
3.1 Bookings may be made by you through our website, by written request or over the phone. A booking is only confirmed when we have accepted it and provided you with a booking confirmation.
3.2 When making a booking, you must provide accurate information, including the collection and delivery addresses, access details, the nature and approximate volume of goods to be moved, any heavy or bulky items, and any special requirements.
3.3 If, upon arrival, we discover that the information you provided was incomplete or inaccurate and this significantly affects the duration or complexity of the job, we may adjust the price, change the vehicle allocation, or refuse to carry out part or all of the services.
3.4 Bookings are accepted subject to availability of vehicles and staff at the time required. We do not guarantee availability until the booking is confirmed by us.
3.5 You must ensure that you or an authorised adult representative is present at both the collection and delivery addresses for the duration of the work to provide access, directions, and instructions.
4. Prices and Quotations
4.1 Prices may be quoted as an hourly rate, a fixed price for a specified service, or a combination of both, depending on the details of your move.
4.2 Any quotation we provide is based on the information supplied by you at the time of enquiry and is valid for a limited period as stated in the quotation. If no period is stated, the quotation is valid for 30 days.
4.3 A quotation may be revised or withdrawn if:
(a) You request additional services or variations to the original specification.
(b) Access is significantly different from what was described, including stairs, lifts, parking restrictions, or long carrying distances.
(c) The volume, weight, or nature of goods differs substantially from that advised at the time of quotation.
4.4 Unless expressly stated otherwise, prices exclude charges such as congestion charges, tolls, parking fees, fines, and any third-party charges. These will be payable by you in addition to the quoted price where applicable.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. We may require a deposit or full payment in advance to secure your booking.
5.2 Where payment is taken in advance, your booking will not be treated as confirmed until such payment has been received and cleared.
5.3 For hourly rate bookings, time is normally charged from the scheduled arrival time or our actual arrival time, whichever is later, until completion of the job. Waiting time caused by lack of access or delay on your part may be chargeable.
5.4 Payment methods and accepted forms of payment will be advised at the time of booking. You are responsible for ensuring that payment can be made in full in accordance with the agreed terms.
5.5 If any sum due remains unpaid after the date it is due for payment, we may charge interest on the overdue amount and may suspend or cancel further services until all outstanding sums are paid in full.
6. Cancellations and Amendments
6.1 If you wish to cancel or amend a booking, you must notify us as soon as possible by clear communication.
6.2 We may apply a cancellation charge depending on the notice period given, as follows:
(a) More than 72 hours before the scheduled start time: no cancellation fee, and any deposit may be refunded or transferred, subject to our discretion.
(b) Between 24 and 72 hours before the scheduled start time: we may retain part or all of the deposit or charge up to 50 percent of the estimated job value.
(c) Less than 24 hours before the scheduled start time or failure to provide access on arrival: we may charge up to 100 percent of the estimated job value.
6.3 If you wish to change the date, time, or details of your booking, we will try to accommodate your request, but this will be subject to availability and may result in a revised price. Changes notified at short notice may be treated as a cancellation and rebooking.
6.4 We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to extreme weather, vehicle breakdown, staff illness, road closures, or safety concerns. In such cases, our liability will be limited to refunding any payments received for the affected booking or rescheduling the work, by agreement with you.
7. Your Responsibilities
7.1 You must ensure that the premises at both collection and delivery locations are safe, accessible, and suitable for our staff and vehicles to operate.
7.2 You are responsible for arranging any necessary parking permits or authorisations required by local authorities or property managers and for paying any associated charges.
7.3 You must ensure that goods are packed securely and appropriately for transport, unless we have agreed to provide packing services. We are not responsible for damage arising from inadequate or improper packing done by you or a third party.
7.4 You must remove and securely store money, jewellery, important documents, and other valuables. We do not accept liability for loss of such items unless we have agreed in writing to pack and transport them.
7.5 You must notify us in advance of any particularly fragile, valuable, or unusually heavy items and provide any relevant instructions or manufacturer guidelines for handling.
8. Our Responsibilities and Liability
8.1 We will carry out the services with reasonable care and skill, using appropriately maintained vehicles and taking reasonable precautions to protect your goods and property.
8.2 Our liability for loss of or damage to goods is limited to the reasonable cost of repair or replacement, taking account of wear and tear and depreciation, and subject to any overall cap agreed in writing or implied by law.
8.3 We will not be liable for any loss or damage that arises from:
(a) Your failure to adequately pack, secure, or protect goods.
(b) Normal wear and tear, scratches, or minor cosmetic damage to items or property that may reasonably occur during moving.
(c) Dismantling or reassembly of furniture or appliances carried out at your request, whether or not we assist.
(d) Inherent defects, pre-existing damage, or fragility in goods.
(e) Loss or damage to items that we have advised cannot be safely transported, where you insist that we proceed.
8.4 We will not be responsible for indirect or consequential losses, such as loss of profit, loss of income, loss of opportunity, or any costs arising from delays, unless required by law.
8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably practicable and in any event within seven days of completion of the services. You must provide reasonable evidence of the loss or damage and allow us the opportunity to inspect the item or property.
9. Access, Parking and Time Limits
9.1 You must ensure that there is suitable parking for our vehicle at both collection and delivery addresses, as close as reasonably possible to the property entrance.
9.2 If suitable parking is not available and this results in extra time, walking distance or the need to park in restricted or unsafe areas, we may charge for additional time and any parking charges or penalties incurred.
9.3 Any estimated time of arrival or completion is provided as a guide only. While we will make reasonable efforts to arrive and complete the work on time, we shall not be liable for delays caused by traffic, road conditions, weather or other circumstances beyond our control.
10. Waste, Disposal and Regulations
10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will only remove waste or unwanted items where this has been agreed as part of the booking.
10.2 You must not ask us to dispose of hazardous, illegal, or regulated waste including but not limited to chemicals, solvents, oils, gas cylinders, clinical waste, asbestos, or any item classified as hazardous under UK law.
10.3 Where we agree to remove unwanted items, we will dispose of them lawfully, which may include transfer to an authorised waste facility or reuse or recycling where appropriate.
10.4 Additional charges may apply for the removal and disposal of bulky items, white goods, mattresses, construction waste, or other materials that attract higher disposal costs or special handling rules.
10.5 You are responsible for ensuring that any items you ask us to remove and dispose of are legally yours to discard and do not infringe the rights of any third party.
11. Insurance
11.1 We maintain insurance cover appropriate to the nature of our business, including public liability insurance. Details of cover are available on request.
11.2 Our insurance does not replace your own contents or business insurance. You are encouraged to maintain adequate insurance for your goods, particularly if they are of high value.
11.3 Any payment made to you in respect of loss or damage will be subject to the terms, conditions, and exclusions of our insurance and these Terms and Conditions.
12. Complaints
12.1 If you are dissatisfied with any aspect of our services, you should inform the team on site as soon as possible so that we have the opportunity to address the issue at the time.
12.2 If the matter is not resolved on site, you should submit a written complaint within seven days of completion of the services, including your booking details, a description of the issue, and any supporting evidence.
12.3 We will review your complaint and aim to respond within a reasonable timeframe. Where appropriate, we may propose a remedy such as a partial refund, rework, or other resolution, at our discretion and subject to these Terms and Conditions.
13. Data Protection and Privacy
13.1 We will collect and process personal information about you for the purpose of managing your booking, providing our services, handling payments, and communicating with you.
13.2 We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary to provide the services, comply with legal obligations, or with your consent.
13.3 By using our services, you consent to our use of your personal information in accordance with applicable data protection laws.
14. Termination
14.1 We may terminate or suspend the provision of services immediately if:
(a) You fail to pay any sum due when required.
(b) You materially breach these Terms and Conditions.
(c) Our staff are subject to abusive, threatening, or unsafe behaviour at your premises or from anyone connected with you.
14.2 In the event of termination due to your breach, you will remain liable to pay for all services carried out up to the date of termination and any applicable cancellation charges.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 the services provided.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No waiver by us of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
16.3 These Terms and Conditions, together with any written quotation or booking confirmation provided by us, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence, or representations.
16.4 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 your agreement with us unless we agree otherwise in writing.
