Terms and Conditions for Man And Van Docklands
These Terms and Conditions set out the basis on which Man And Van Docklands provides removals, delivery, transportation and related support services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which apply to all quotations, reservations, collections, deliveries and any associated handling carried out by the service provider. These terms are intended to be fair, clear and practical, and they should be read carefully before confirming any booking for a man and van service.
Booking Process Bookings may be requested through the usual channels made available by the provider, and the customer must supply accurate information about the items to be moved, collection and delivery locations, access conditions, preferred dates and any special requirements. A quotation is normally based on the information provided at the time of enquiry and may be adjusted if the customer’s circumstances differ from those described. The booking is not confirmed until the provider accepts it and, where required, any deposit or prepayment is received. The customer is responsible for checking the booking details carefully, including dates, addresses, and the scope of the work. Any change to the booking may affect availability, timing and cost.
For the avoidance of doubt, a quote for Docklands man and van services is an estimate unless expressly stated as fixed, and it may depend on vehicle size, labour, distance, parking access, congestion, stair carries, waiting time and the number or type of items being transported. The provider may refuse a booking if the job is unsuitable, unsafe, unlawful, beyond the vehicle’s capacity or outside the service area agreed at the time of booking. Customers should ensure that all items are ready to be moved at the agreed collection time.
Payments All fees must be paid in full in accordance with the payment terms stated at the time of booking or on the invoice issued after completion of the service. Unless otherwise agreed, payment is due on completion of the job or in advance for deposits, fixed-fee reservations or same-day work. The provider may accept card, bank transfer, cash or other permitted methods, but any payment method used must clear in full. If a deposit is taken, it may be non-refundable except where cancellation rights under these terms require otherwise. The customer is responsible for any bank charges, failed payment fees or costs arising from a rejected transaction.
Any additional work requested on the day, including extra labour, additional stops, longer waiting periods, unplanned access difficulties or carrying items beyond the original scope, may result in supplementary charges. These charges will be calculated reasonably and may be based on time, labour, mileage or other relevant factors. If the customer disputes an invoice, they must notify the provider promptly and pay any undisputed amount on time. Late payments may be subject to reasonable recovery action, and the provider reserves the right to suspend further services until all outstanding sums are settled. A receipt or invoice will normally be issued for completed services.
Cancellations and Changes Customers may cancel or rearrange a booking, but notice must be given as early as possible. Where a cancellation is made with sufficient notice, any deposit may be refunded or transferred at the provider’s discretion, subject to administrative costs already incurred. If a booking is cancelled at short notice, after the vehicle has been dispatched, or once the crew has already started travelling or loading, the customer may be charged a cancellation fee reflecting lost time, fuel, labour and any other direct costs. For same-day jobs or peak-period bookings, stricter cancellation conditions may apply if clearly stated at the time of booking.
If the customer changes the date, time, address or scope of work, the provider will use reasonable efforts to accommodate the request, but availability cannot be guaranteed. A change may lead to revised pricing or a revised estimated arrival time. The provider may cancel or postpone a booking where circumstances beyond reasonable control make performance impracticable, unsafe or unlawful, including severe traffic disruption, vehicle breakdown, illness, adverse weather or events that prevent access. In such cases, the provider will attempt to reschedule and, where appropriate, refund any prepayment for services not supplied. No compensation is payable for disappointment, indirect loss or inconvenience arising from a lawful cancellation or rescheduling under this clause.
Customer Responsibilities The customer must ensure that the items for collection are properly packed, secured and ready for transport unless packaging has been expressly included in the job. Fragile items should be protected and any special handling instructions should be given before loading begins. The customer must also ensure that the items can be lawfully transported and that no prohibited, dangerous or illicit goods are included in the load. It is the customer’s responsibility to arrange access, parking permissions, permits, building entry, lift use and any other site-specific requirements unless the provider has expressly agreed in writing to do so. Where the provider is unable to complete the work because of inaccurate information or lack of access, the customer may still be charged.
The customer should be present, or should appoint an authorised representative, at both collection and delivery unless otherwise agreed. If no one is available to provide instructions or sign for receipt, the provider may unload at a safe location, place items in a reasonable area, or return the goods to storage or collection, in each case at the customer’s risk and cost. The customer must inspect their items as soon as reasonably practicable after delivery and notify the provider of any visible issues without delay. Failure to do so may affect the ability to investigate a complaint or claim.
Liability The provider will take reasonable care when carrying out all removal and transport services. However, liability is limited to the extent permitted by law. The provider is not responsible for loss or damage caused by items being poorly packed, inherently fragile, defective, overfilled, unstable or unsuitable for transport, unless the provider’s negligence directly caused the loss. The provider is also not liable for delays caused by traffic, road closures, weather, accidents, third-party actions, access restrictions or events beyond reasonable control. Any estimates of time are given in good faith but are not guarantees.
Where the provider is found legally liable for loss or damage, liability will ordinarily be limited to the lower of the value of the affected item or the amount paid for the relevant service, unless a higher liability has been agreed in writing or law requires otherwise. The provider will not be liable for indirect, special or consequential losses, including loss of profits, missed appointments, business interruption or loss of opportunity. Customers are encouraged to arrange appropriate insurance for valuable goods, and the provider may require that certain high-value items are covered by the customer’s own insurance. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.
Waste Regulations Where the service involves disposal, clearance or transport of unwanted items, the customer must comply with UK waste laws and must provide accurate information about the nature of the waste. The provider may only remove waste that it is legally authorised to handle. Hazardous materials, asbestos, chemicals, paint, gas cylinders, clinical waste, electrical goods requiring specialist disposal, tyres and other regulated items may be refused unless the provider has the necessary permissions and facilities. The customer must not request unlawful dumping, fly-tipping or concealment of waste within other items. Any such request will be refused and may be reported where required by law.
For waste collections carried out as part of a van and man service, the customer remains responsible for ensuring that items are separated correctly and that the provider has sufficient information to transport them lawfully. Where waste transfer documentation, receipts or permits are required, the customer must cooperate fully and provide accurate declarations. The provider may apply reasonable disposal charges, recycling fees, site entry costs or environmental levies where these are necessary for lawful handling. If waste is misdescribed, contaminated or found to contain prohibited materials after collection, the customer may be charged for extra handling, return transport or lawful disposal.
Prohibited Use and Safety The service must not be used for the transport of stolen goods, contraband, hazardous substances or any item that would breach applicable law or place staff, the public or property at risk. The provider may stop work immediately if a load appears unsafe, excessive, suspicious or unlawful. Staff may refuse to lift items that are too heavy, unstable or dangerous without additional equipment or support. The customer must not require staff to work in unsafe conditions or to breach health and safety rules. If work is halted for safety reasons, the customer may still be liable for time already spent, travel costs and any return journey.
The provider may also refuse to transport pets, live animals, cash, firearms, regulated medicines or any other restricted item unless prior written agreement has been reached and all legal requirements are satisfied. The customer is solely responsible for declaring any special contents and ensuring compliance with any applicable licensing or transport rules. The provider is not responsible for penalties, fines or losses caused by the customer’s failure to disclose prohibited or restricted items. Where necessary, the provider may notify the relevant authority if illegal or dangerous contents are suspected.
Insurance and Claims The provider may hold public liability and, where applicable, goods-in-transit cover, but the existence of insurance does not create any broader liability than is stated in these terms. Insurance cover may be subject to exclusions, excesses and reporting requirements. Any claim for loss or damage should be raised as soon as possible and accompanied by reasonable evidence, such as photographs, an inventory or proof of value. The provider may inspect damaged items and may request that the customer preserves the item for assessment. If a claim is accepted, the provider may elect to repair, replace or compensate for the affected item up to the applicable limit.
Delay, Access and Waiting Time The customer must ensure reasonable access for the vehicle and crew. This includes accurate addresses, suitable parking arrangements and a clear route to and from the property. If access is restricted, delayed or blocked, waiting charges or additional labour costs may apply. The provider is entitled to depart or reschedule if the delay becomes excessive. If the crew cannot access the property because of incorrect information, lack of keys, no lift access, security restrictions or similar issues, the booking may be treated as a failed arrival and charged accordingly. The customer accepts that local conditions, building rules and traffic may affect timing.
Any estimated arrival window is provided on a best-efforts basis and may vary due to operational demands. The provider will use reasonable efforts to keep customers informed where delays arise, but shall not be liable for minor timing changes that are outside its control. Where a specific timed booking is expressly agreed, the provider will aim to meet it, though performance may still be affected by events beyond reasonable control. Customers should not schedule critical activities immediately after a move unless sufficient contingency has been allowed.
Complaints and Disputes If the customer has a concern about the service, they should raise it promptly and provide full details. The provider will review the matter in good faith and may request evidence, documents or photographs to help resolve the issue. The parties should first try to resolve any dispute informally and reasonably. If a complaint relates to damage or missing items, the customer must notify the provider without unnecessary delay so that the matter can be investigated while the facts remain available. The provider’s aim is to resolve issues proportionately and without unnecessary formality.
Governing Law These Terms and Conditions and any dispute or claim arising from them 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, except where consumer law gives the customer the right to bring proceedings elsewhere. If any provision of these terms is found unlawful, invalid or unenforceable, the remaining provisions shall continue in full force. No waiver of any right shall be effective unless made in writing, and any delay in enforcing a right shall not prevent later enforcement.
General Provisions The provider may update these terms from time to time, and the version in force at the date of booking will usually apply unless a change is required by law. If any ambiguity arises, the provider will interpret the terms in a manner that is reasonable and consistent with consumer and transport law. Nothing in these terms affects statutory rights that cannot be excluded or limited. By using the service, the customer confirms that they have read, understood and accepted these terms and that they are authorised to enter into the booking on behalf of all persons with an interest in the goods being moved.