Man and Van Marylebone Terms and Conditions of Service

These Terms and Conditions set out the basis on which Man and Van Marylebone provides removal, transport and related services within the United Kingdom. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions have the meanings given below:

Customer means the individual, business, or organisation that requests or pays for the services.

Services means any removal, transport, loading, unloading, packing, storage, or related services provided by Man and Van Marylebone.

Vehicle means any van or other vehicle used by us to carry out the services.

Goods means the items of property that you request us to move, handle, store or otherwise deal with.

Contract means the agreement between you and Man and Van Marylebone for the provision of services, incorporating these Terms and Conditions and any written quotation or booking confirmation.

2. Scope of Services

Man and Van Marylebone provides man and van, removal and transport services within the UK. The scope of each job will be agreed at the time of booking, including the collection and delivery addresses, access details, size of vehicle, number of operatives, estimated duration and any special requirements such as packing assistance or multiple drops.

We reserve the right to refuse to carry certain goods including, but not limited to, illegal items, hazardous materials, perishable goods, live animals, or any items which, in our reasonable opinion, present a health and safety risk or are unsuitable for transport in our vehicles.

3. Booking Process

3.1 You may request a quotation by providing accurate information about your move, including property access, the volume and nature of goods, any special items, and any time restrictions or parking limitations. Quotations are based on the information you provide and are subject to amendment if that information proves to be incomplete or inaccurate.

3.2 A booking is only confirmed when we have accepted your request and you have agreed to the quoted price and key terms. We may confirm your booking verbally or in writing. By confirming the booking, you warrant that you are authorised to enter into the contract as the owner of the goods or as an authorised agent on behalf of the owner.

3.3 You are responsible for ensuring that all details of the booking are correct, including dates, times, addresses, access information and any additional services required. Any changes to your booking must be communicated to us as early as possible and may result in an adjustment of the price.

3.4 We will use reasonable efforts to arrive at the agreed time, but arrival times are estimates and may be affected by circumstances beyond our control, such as traffic conditions, accidents, road closures or severe weather. We will not be liable for any loss arising from delays beyond our reasonable control.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are provided on the basis of the information supplied by you. They may be based on hourly rates, a fixed price, or a combination of both. Any quotation will specify the basis of the charge, the services included and any assumptions on which it is based.

4.2 Our quotation does not include packing materials, disassembly or reassembly of furniture, disconnection or reconnection of appliances, dismantling of fixtures, or any additional labour beyond the agreed scope, unless explicitly stated.

4.3 Additional charges may apply if:

a. Access is significantly worse than described, such as long carrying distances, more stairs than advised, or restricted parking.

b. The volume or weight of goods exceeds the original estimate.

c. Waiting time is incurred due to keys not being available, documents not ready, or other delays outside our control.

d. Additional collection or delivery points are requested on the day.

4.4 We reserve the right to adjust our prices if there are changes in fuel costs, tolls, congestion charges, or other operational costs that materially affect the service.

5. Payments

5.1 Unless agreed otherwise in writing, payment is due on completion of the service for domestic customers, and in advance or in accordance with agreed terms for business customers. We may require a deposit to secure your booking.

5.2 We accept payment by the methods which we notify to you at the time of booking. You are responsible for ensuring that payment can be made in full on the agreed date. We reserve the right to withhold delivery of goods until full payment has been received and cleared.

5.3 If payment is not made when due, we reserve the right to charge interest on overdue amounts at the statutory rate, and to recover from you all reasonable costs and expenses incurred in enforcing payment.

5.4 Where the service is charged on an hourly basis, the chargeable time will start when the vehicle and team arrive at the first collection address and will end when the last item is unloaded at the final destination, subject to any minimum charge period specified in your quotation.

6. Cancellations, Postponements and No Shows

6.1 If you need to cancel or postpone your booking, you must notify us as soon as possible. Cancellation charges may apply depending on the notice period given.

6.2 As a general guideline, and unless we have agreed different terms in writing, the following may apply:

a. More than 7 days before the scheduled date: no cancellation fee, and any deposit may be refunded or transferred, at our discretion.

b. Between 48 hours and 7 days before the scheduled date: we may retain part or all of the deposit, or charge up to 50 percent of the estimated price.

c. Less than 48 hours before the scheduled date or on the day of the move: we may charge up to 100 percent of the estimated price to cover allocated resources and lost opportunity.

6.3 If our team attends the agreed address at the agreed time and is unable to gain access, or if the job cannot proceed due to circumstances within your control, this will be treated as a cancellation on the day and our standard charges will apply.

6.4 We may cancel or postpone the service if:

a. You fail to comply with your obligations under these terms.

b. You have not paid any required deposit or advance payment.

c. We reasonably consider that completing the service would pose a risk to health and safety, or would be unlawful.

In such cases, we will not be liable for any consequential loss, but will refund any prepayments relating to services not yet provided where we are at fault.

7. Customer Responsibilities

7.1 You are responsible for:

a. Ensuring that all goods are properly packed, secured and ready for transport, unless packing services have been specifically requested and included in the contract.

b. Providing accurate and complete information about the goods, including any fragile, high-value, bulky or heavy items, and any items requiring special handling.

c. Ensuring that all goods are owned by you or that you have the authority of the owner to move them.

d. Arranging suitable parking and, where necessary, any permits or permissions required for our vehicles to park near the collection and delivery addresses.

e. Ensuring that the premises are safe for our team to work in, and that passageways, staircases and lifts are clear and available for use.

7.2 You must not ask our staff to undertake any task that is unsafe, illegal or outside the agreed scope of the services. If you do so, we may decline to carry out that task without affecting your obligation to pay for the services already provided.

8. Liability and Limitations

8.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to your goods, or for delay, shall be limited as set out in this section.

8.2 We will not be liable for:

a. Loss or damage arising from your failure to pack goods properly, unless we have agreed to pack them.

b. Loss or damage to items that are inherently fragile, perishable or easily damaged, including but not limited to glass, ceramics, electronic equipment, and items with pre-existing defects.

c. Loss or damage to the contents of boxes, drawers, containers or similar where these were not packed by us.

d. Any indirect or consequential loss, including loss of profit, loss of business, loss of use or loss of opportunity.

e. Loss or damage caused by war, terrorism, industrial action, extreme weather, natural disasters, or other events beyond our reasonable control.

8.3 Our total liability for any claim arising out of a single contract, whether for loss, damage, delay or otherwise, shall not exceed a reasonable replacement value of the goods directly affected, subject to a fair and proportionate overall limit. If you require a higher level of protection, you should arrange your own insurance cover for the full value of your goods.

8.4 Any loss or damage must be reported to us in writing as soon as reasonably practicable and in any event within 7 days of the service being completed, so that we can investigate. Failure to notify within this period may prejudice your claim.

8.5 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded under applicable law.

9. Insurance

9.1 We maintain insurance cover appropriate to our business. Details of our insurance arrangements are available on request. However, it is your responsibility to ensure that you have adequate insurance in place to cover the full value of your goods during removal and transit, particularly for high-value or special items.

9.2 Our acceptance of your goods for transport does not imply that we accept any higher level of liability than set out in these terms.

10. Waste and Environmental Regulations

10.1 We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal company and will not remove household, construction or commercial waste unless this has been specifically agreed and complies with relevant waste laws.

10.2 You must not include any prohibited items or controlled waste in the goods to be removed. If such items are discovered, we may refuse to transport them and, where required by law, may notify the appropriate authorities.

10.3 Where we agree to remove unwanted items for disposal or recycling, you confirm that you are the owner of those items or have the owner’s permission to dispose of them. Any disposal will be carried out in line with applicable regulations, and additional charges may apply.

10.4 We reserve the right to decline the removal or disposal of any item that we reasonably believe would breach environmental, waste or health and safety legislation.

11. Access, Parking and Property Damage

11.1 You are responsible for ensuring that suitable parking is available near the property and for obtaining any necessary permits, consents or waivers from local authorities, managing agents or landlords.

11.2 While our team will take reasonable care to avoid damage to your property, we are not liable for damage that arises from moving goods through areas with restricted access or where you have requested that we attempt manoeuvres which we have advised may risk damage.

11.3 It is your responsibility to protect floors, walls, staircases and other surfaces where necessary. We can provide basic protection where agreed in advance, but this is not included as standard.

12. Delays and Events Beyond Our Control

12.1 We will not be in breach of contract or otherwise liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control. This may include traffic congestion, accidents, breakdowns, severe weather, road closures, public service disruptions and similar events.

12.2 If such an event occurs, we will make reasonable efforts to minimise the delay and will keep you informed where practicable. In some circumstances, we may need to reschedule the service to another date or time.

13. Complaints and Dispute Resolution

13.1 If you are dissatisfied with any aspect of our service, you should raise the issue with us as soon as possible so that we have an opportunity to resolve it.

13.2 We will investigate complaints in a fair and timely manner and will aim to provide a written response within a reasonable period. You agree to cooperate with any investigation and to provide any relevant evidence or information we reasonably request.

14. Data Protection and Privacy

14.1 We will collect and process personal data such as names, addresses, contact details and job information as necessary to provide our services, manage bookings, take payments and comply with legal obligations.

14.2 We will handle your personal data in accordance with applicable UK data protection laws. We will not sell your data to third parties. We may share it with trusted partners or service providers where this is necessary to deliver our services or meet legal requirements.

15. Variation of Terms

15.1 We may update or revise these Terms and Conditions from time to time. The version in force at the time you make your booking will apply to your contract, unless we agree otherwise in writing.

15.2 Any variation to these terms must be in writing and agreed by an authorised representative of Man and Van Marylebone.

16. Severability

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be treated as severed from the remaining terms, which will continue in full force and effect.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with any contract between you and Man and Van Marylebone, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 their subject matter.

By confirming a booking or using the services of Man and Van Marylebone, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.