Terms and Conditions

Man and Van Balham Service Terms and Conditions

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

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Customer means the person, firm or organisation that requests and pays for the services.

We, us, our means the Man and Van Balham service provider.

Services means man and van, removal, transport, loading, unloading, packing assistance and any related services that we agree to provide.

Goods means the items and belongings that you ask us to move, transport or handle in connection with the services.

Vehicle means any van or other vehicle we use to provide the services.

2. Scope of Services

We provide man and van and small to medium removal services, including local moves, item collection and delivery, and transport of household or office goods. The services to be provided for each job will be as described in the booking confirmation issued to you.

We reserve the right to refuse to transport any goods that are unsafe, illegal, hazardous, excessively heavy for safe manual handling, or otherwise unsuitable for carriage in the vehicle.

We do not provide professional installation, disconnection or reconnection of appliances, or specialist services such as plumbing, electrical work or structural disassembly, unless expressly agreed in writing before the booking is confirmed.

3. Booking Process

3.1 Booking request

You may request a booking by providing clear and accurate information regarding collection and delivery addresses, access conditions, floor levels, parking availability, size and quantity of goods, and any special handling requirements.

3.2 Quotations

Any quotation we provide is based on the information you give us and on our assessment of the time, distance, manpower and vehicle size required. Quotations may be given on an hourly rate or a fixed price basis. We reserve the right to revise a quotation if the information supplied by you is incomplete, inaccurate or has changed.

3.3 Confirmation

A booking is not confirmed until we have explicitly accepted your request and provided you with a booking confirmation. We may decline a booking at our discretion, for example if we do not have availability, if access is unsuitable or if we consider the job unsafe.

3.4 Changes to bookings

If you wish to amend the date, time, addresses, scope of work, or the goods to be moved, you must inform us as soon as possible. Changes are subject to availability and may result in an adjusted quotation or additional charges. If we cannot accommodate your requested changes and you decide to cancel, the cancellation provisions in these Terms and Conditions will apply.

4. Pricing and Payments

4.1 Rates and charges

Our charges may be based on an hourly rate, a fixed price or a combination of both, as specified in your booking confirmation. Additional charges may apply for congestion, parking, tolls, waiting time, extra labour, additional journeys or services beyond those originally agreed.

4.2 Payment terms

Unless we agree otherwise in writing, payment is due on completion of the services on the day of the move. We may require a deposit to secure your booking, which will be set out in your quotation or booking confirmation. Any deposit paid will be deducted from the final amount due.

4.3 Methods of payment

We accept commonly used payment methods as advised during the booking process. You are responsible for ensuring that cleared funds are available at the time payment is due. We reserve the right to withhold completion of the services or to retain goods in the vehicle until full payment has been received.

4.4 Overruns and additional work

If the services take longer than estimated due to circumstances beyond our reasonable control or because the scope of work is greater than initially described, additional charges will apply at our prevailing hourly rate or agreed rate for extra services. We will inform you as soon as reasonably practicable if it becomes apparent that additional charges will be incurred.

5. Cancellations and Rescheduling

5.1 Cancellation by you

If you need to cancel your booking, you must notify us as early as possible. The following cancellation terms apply unless agreed otherwise in writing.

If you cancel more than 48 hours before the scheduled start time, no cancellation fee may be payable, although any non-refundable deposit or costs we have already incurred may be retained or charged.

If you cancel within 48 hours but more than 24 hours before the scheduled start time, we may charge up to 50 percent of the quoted price.

If you cancel within 24 hours of the scheduled start time or fail to be present at the agreed time and address, we may charge up to 100 percent of the quoted price.

5.2 Rescheduling

If you request to reschedule your booking, we will make reasonable efforts to accommodate your new preferred date and time, subject to availability. If we are unable to agree a new date and you cancel, the cancellation provisions in this section will apply.

5.3 Cancellation by us

We may cancel the services at any time if you fail to provide accurate information, suitable access, appropriate parking arrangements, or if we reasonably consider that the job cannot be carried out safely or legally. In such cases, we will where possible offer an alternative date. If we cancel for reasons within our control, any deposit paid will normally be refunded. We will not be liable for any indirect or consequential losses arising from cancellation.

6. Access, Parking and Your Responsibilities

6.1 Access to properties

You are responsible for ensuring that we have reasonable and safe access to both collection and delivery addresses, including any necessary keys, codes, lifts and clear routes through the property. You must also ensure that any items to be moved are ready for collection at the agreed time.

6.2 Parking arrangements

You are responsible for arranging suitable parking for the vehicle as close as reasonably practicable to the property. This may include obtaining permits, visitor passes or temporary parking permissions where required. Any fines, penalties or additional costs incurred as a direct result of inadequate parking arrangements or restrictions may be charged to you.

6.3 Preparation of goods

You should pack and protect your goods appropriately, using suitable boxes and materials, unless we have agreed to provide packing services. Fragile or valuable items should be clearly labelled. You must remove or secure any loose parts, drawers or accessories that could move during transport.

6.4 Presence during the move

You, or an authorised representative, must be present at the collection and delivery addresses to supervise the move, confirm what is to be transported, and check that all goods have been loaded and unloaded. We are not responsible for items left behind or collected in error if you or your representative are not present or fail to give clear instructions.

7. Goods Not Accepted or Carried at Owner's Risk

7.1 Excluded items

We do not accept for transport any of the following items unless expressly agreed in writing in advance.

Hazardous or dangerous goods including explosives, flammable liquids, gases, chemicals and toxic substances.

Illegal items or goods that you do not have the legal right to possess or move.

Perishable goods requiring temperature control.

Animals or live plants that may be affected by transport conditions.

7.2 Valuables and breakables

Money, jewellery, watches, important documents, antiques, artwork, glassware, delicate electronics and other high value or fragile items are carried at your own risk unless specifically declared in writing and accepted by us for enhanced protection. You are strongly advised to remove such items and transport them personally.

7.3 Disassembly and reassembly

We may assist with basic disassembly and reassembly of furniture at our discretion, but we do not guarantee that items will be restored to their original condition or function. This work is carried out at your request and at your risk.

8. Liability, Loss and Damage

8.1 Our duty of care

We will take reasonable care in handling, loading, securing, transporting and unloading your goods. However, our liability is subject to the limitations set out in this section and elsewhere in these Terms and Conditions.

8.2 Limits of liability

To the maximum extent permitted by law, our total liability for loss of or damage to goods, or for any other claim arising out of the services, whether in contract, tort or otherwise, will not exceed a reasonable replacement or repair cost of the affected items, up to an overall cap that is proportionate to the price paid for the services for that booking.

We are not liable for any indirect or consequential loss including loss of profit, loss of use, loss of opportunity, inconvenience or emotional distress.

8.3 Exclusions of liability

We will not be liable for loss or damage that arises from:

Wear and tear, pre-existing damage or inherent defects in the goods.

Insufficient or unsuitable packing by you or a third party.

Disassembly or reassembly of furniture or other items carried out at your request.

Weather conditions beyond our control, such as rain, snow, wind or temperature changes.

Delay caused by traffic, roadworks, breakdowns, accidents, restrictions, or events beyond our reasonable control.

Handling of goods against our advice where we have indicated that particular items are at risk.

8.4 Reporting loss or damage

You must inspect your goods as soon as reasonably possible after delivery. Any loss or damage that is visible on delivery should be reported to us immediately and noted before our team leaves the premises. Any other loss or damage discovered later must be notified to us in writing as soon as practicable and in any event within a reasonable period. Failure to report promptly may affect our ability to investigate and may limit any compensation payable.

9. Waste, Disposal and Environmental Regulations

9.1 Waste carriage

We are not a general waste disposal company and will not remove household or commercial waste unless this has been specifically agreed as part of your booking. Where we do agree to remove unwanted items, this will be on the basis that the items are suitable for disposal through lawful channels and that you have the right to dispose of them.

9.2 Prohibited waste

We will not carry hazardous waste, clinical waste, chemicals, oils, asbestos, gas bottles or any other material that is subject to specialist disposal requirements. You are responsible for arranging lawful disposal of such items with an appropriate contractor.

9.3 Compliance with regulations

Any waste or items we agree to remove will be transported and disposed of in accordance with applicable environmental and waste management regulations. We reserve the right to refuse to collect or transport items if we believe that doing so would breach any law or regulation.

9.4 Customer responsibilities

You must not request us to dispose of items illegally or in a manner that could cause environmental harm. If we incur any costs, fines or penalties as a result of your failure to comply with waste or environmental regulations, you will be responsible for reimbursing those amounts.

10. Delays and Events Beyond Our Control

10.1 Delays

We will use reasonable efforts to arrive at the agreed time, but all times stated for arrival and completion are estimates only. We are not liable for delays caused by traffic, road closures, severe weather, breakdowns, accidents, security checks or other events outside our reasonable control.

10.2 Force majeure

If we are unable to perform or complete the services due to an event beyond our reasonable control, including but not limited to extreme weather, civil disturbance, industrial action, public emergencies or mechanical failure, we may suspend or cancel the services without liability. We will inform you as soon as reasonably practicable and, where possible, offer to rebook for another date.

11. Insurance

We maintain insurance appropriate for a professional man and van and removal service, subject to policy terms, limitations and exclusions. Our insurance is not a substitute for your own contents or transit insurance, and we strongly recommend that you arrange additional cover for high value or fragile items where necessary.

12. Complaints and Dispute Resolution

12.1 Complaints procedure

If you are unhappy with any aspect of the services, you should raise the issue with the team on the day if possible, so that we have an opportunity to address it immediately. If the matter is not resolved, you should submit a written complaint as soon as reasonably practicable, giving full details of the booking, the issues experienced and any loss or damage claimed.

12.2 Investigation and response

We will investigate your complaint and aim to respond within a reasonable timeframe. We may request additional information or evidence from you to properly assess your claim. Any offer of compensation or remedial action will be made strictly without admission of liability, unless otherwise stated.

12.3 Disputes

If a dispute arises that cannot be resolved directly between us, both parties agree to consider in good faith the use of informal negotiation or mediation before commencing legal proceedings, where this is practical and appropriate.

13. Data Protection and Privacy

We will handle any personal information you provide in connection with bookings and the provision of services in accordance with applicable data protection laws. Personal data will be used only for the purposes of managing your booking, delivering the services, taking payment, dealing with queries or complaints, and meeting our legal obligations. We will not sell your personal data to third parties.

14. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services, 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 to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services.

15. General Provisions

15.1 Entire agreement

These Terms and Conditions, together with your booking confirmation and any written variations agreed by us, constitute the entire agreement between you and us in relation to the services. You acknowledge that you have not relied on any statement, promise or representation that is not set out in these documents.

15.2 Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be treated as deleted to the minimum extent necessary and the remaining provisions will continue in full force and effect.

15.3 No waiver

Our failure or delay in exercising any right or remedy under these Terms and Conditions does not constitute a waiver of that or any other right or remedy, and no single or partial exercise of any right or remedy will prevent any further exercise of that or any other right or remedy.

15.4 Assignment

You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract any of our rights or obligations where this does not adversely affect your rights under these Terms and Conditions.

15.5 Updates to Terms and Conditions

We may update these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. Any changes will take effect for new bookings only.

By confirming a booking or allowing our team to commence work, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.