Terms and Conditions

Man With a Van Stepney Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Stepney provides removal, collection, delivery and related services within its service area. By making a booking, using our services, or allowing our staff to handle your goods, you agree to be bound by these Terms and Conditions.

1. Definitions

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

1.1 "Company" refers to Man With a Van Stepney, the provider of the removal and transport services.

1.2 "Customer" means the individual, business, or organisation that requests or uses the services of the Company.

1.3 "Services" means any removal, transport, collection, delivery, loading, unloading, or related services provided by the Company.

1.4 "Service Area" means the geographical areas in which the Company operates and is willing to provide services, including Stepney and surrounding locations as determined by the Company from time to time.

1.5 "Booking" means a confirmed request by the Customer for Services on a specified date and time, accepted by the Company.

1.6 "Goods" means all items, property, furniture, equipment, and belongings handled, transported, or stored by the Company on behalf of the Customer.

2. Scope of Services

2.1 The Company provides man and van services, removal services, small moves, local collections and deliveries, and other related transport services within its Service Area.

2.2 The exact Services to be provided, the locations, dates, and times will be agreed with the Customer during the booking process and confirmed by the Company.

2.3 The Company reserves the right to decline any booking request at its sole discretion, including where access is unsafe, the workload is beyond reasonable capacity, or the requested work falls outside the Service Area or scope of Services.

3. Booking Process

3.1 All Services must be booked in advance. A Booking is only confirmed once the Company has accepted the request and provided written or verbal confirmation of the agreed date, time, and charges.

3.2 The Customer must provide accurate and complete information at the time of booking, including but not limited to:

(a) Full collection and delivery addresses;

(b) Details of property access, including stairs, lifts, parking restrictions, or access issues;

(c) A clear description of the Goods to be moved, including any large, heavy, fragile, or unusual items;

(d) Any time constraints, building regulations, or special requirements.

3.3 The Company will base its quotation and allocation of vehicles and personnel on the information supplied. If the information provided is incomplete or inaccurate, the Company may adjust the price, require additional time, or decline to complete part or all of the Service.

3.4 Bookings are subject to availability. The Company does not guarantee the availability of vehicles or staff for particular dates and times until the Booking is confirmed.

4. Quotations and Pricing

4.1 Quotations may be provided based on time, distance, volume of Goods, number of staff, or a combination of these factors.

4.2 Unless otherwise stated, quotations are estimates only and not fixed prices. The final charge may vary depending on actual time taken, access issues, waiting times, additional Goods, changes in route, or other factors beyond the Company's control.

4.3 Any additional services requested on the day of the move that were not originally agreed may incur extra charges.

4.4 The Company reserves the right to amend its rates and to apply surcharges for work carried out on evenings, weekends, bank holidays, or at short notice.

5. Payments

5.1 Unless agreed otherwise in writing, payment is due in full on completion of the Services on the day of the move.

5.2 The Company may, at its discretion, require a deposit or full advance payment to secure a Booking. Any such requirement will be communicated to the Customer prior to confirming the Booking.

5.3 Payment methods accepted will be communicated by the Company, and may include cash or other approved methods. The Customer is responsible for ensuring that cleared funds are available when payment is due.

5.4 If payment is not made when due, the Company reserves the right to:

(a) Suspend or withhold completion of the Services;

(b) Retain possession of the Goods until payment is received in full (a lien);

(c) Charge interest on overdue sums at the statutory rate allowed under UK law.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by giving notice to the Company.

6.2 If the Customer cancels the Booking more than 48 hours before the scheduled start time, any deposit paid may, at the Company's discretion, be refunded or credited, less any reasonable administrative costs.

6.3 If the Customer cancels within 48 hours of the scheduled start time, the Company may retain some or all of any deposit paid and may charge a cancellation fee up to a reasonable proportion of the quoted price, reflecting lost opportunity and costs incurred.

6.4 If the Customer is not present at the agreed address at the start time, or is otherwise not ready for the move to proceed, this may be treated as a late cancellation and charges may apply, including waiting time or an aborted journey fee.

6.5 Any request to change the date, time, address, or scope of the Services is subject to the Company's availability and may result in revised charges. The Company is under no obligation to accommodate changes once a Booking is confirmed.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) Properly packing, labelling, and securing all Goods unless a packing service has been expressly agreed;

(b) Ensuring that all fragile, delicate, or high-value items are appropriately protected and clearly brought to the Company's attention;

(c) Arranging suitable and lawful parking for the Company's vehicles at all relevant addresses, and covering any associated parking costs and charges;

(d) Ensuring that access to the property is safe, clear, and available at the agreed times;

(e) Complying with all relevant building and property regulations, including booking any required lift times or service access.

7.2 The Customer must not request the Company to transport any prohibited or dangerous items, including but not limited to explosives, flammable substances, illegal goods, live animals, or perishable food unless expressly agreed and legally compliant.

8. Company Responsibilities

8.1 The Company will use reasonable care and skill in providing the Services and handling the Customer's Goods.

8.2 The Company will make reasonable efforts to adhere to agreed dates and times, but timing is not guaranteed and may be affected by traffic, weather, vehicle breakdown, or other circumstances beyond the Company's control.

8.3 If the Company anticipates a significant delay, it will use reasonable efforts to inform the Customer as soon as practicable and to minimise disruption.

9. Liability and Limitations

9.1 The Company's liability for loss of or damage to Goods, howsoever caused, shall be limited to the reasonable cost of repair or replacement of the affected Goods, subject to the exclusions and limitations set out in these Terms.

9.2 The Company will not be liable for:

(a) Any loss or damage arising from the Customer's failure to pack items properly, to secure furniture, or to protect fragile items;

(b) Loss or damage to items packed by the Customer in containers, boxes, bags, or similar where the contents are not visible or are not declared;

(c) Loss or damage resulting from normal wear and tear, pre-existing damage, inherent defects, or the nature of the Goods;

(d) Indirect or consequential losses, including loss of profit, revenue, or business, however arising;

(e) Any loss arising from delays, missed appointments, or failure to meet agreed times, where such failure is due to circumstances beyond the Company's reasonable control.

9.3 The Customer must inspect the Goods and the property at the end of the move. Any visible loss or damage must be reported to the Company immediately, and in any event no later than 48 hours after completion of the Services. The Company may not consider claims raised after this period.

9.4 Nothing in these Terms excludes or limits the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under UK law.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste carrier and will only remove and dispose of items where this has been expressly agreed as part of the Services.

10.2 The Customer must not present general household, construction, hazardous, or commercial waste for removal unless a specific arrangement has been made and the Company has agreed to carry such waste lawfully.

10.3 Where the Company agrees to remove unwanted items or waste, the Customer remains responsible for ensuring that such items are lawful to dispose of and are accurately described. Any additional charges arising from the classification, handling, or disposal of such items will be payable by the Customer.

10.4 The Company reserves the right to refuse to carry or dispose of any items that it reasonably believes may be hazardous, unlawful, or outside the scope of its authorisation as a carrier.

11. Access, Parking and Property Damage

11.1 The Customer is responsible for securing any parking permissions and permits required for the Company's vehicles and for paying any parking charges incurred during the provision of the Services.

11.2 The Company will take reasonable care to avoid damage to property, including walls, floors, and fixtures. However, where access is restricted, or where large or heavy items must be manoeuvred in tight spaces, some risk of minor damage may be unavoidable.

11.3 The Customer should take reasonable steps to protect floors, carpets, and surfaces prior to the Company's arrival. The Company is not liable for minor marks, scuffs, or superficial damage arising from normal moving operations where reasonable care has been taken.

12. Delays and Events Beyond Our Control

12.1 The Company will not be liable for any delay or failure to perform the Services due to events beyond its reasonable control, including but not limited to severe weather, traffic conditions, accidents, vehicle breakdown, road closures, strikes, or other unforeseen circumstances.

12.2 If an event beyond the Company's control affects the performance of the Services, the Company will inform the Customer as soon as reasonably possible and may:

(a) Rearrange the Services for a new date and time; or

(b) Where performance is impossible or impractical, cancel part or all of the Services and refund any sums paid for Services not provided.

13. Insurance

13.1 The Company maintains appropriate insurance in connection with its operations as required by law and industry practice.

13.2 The Customer is encouraged to maintain their own contents or business insurance to cover Goods in transit and any high-value items. The Customer should inform their insurer of any planned removal or transport.

14. Termination

14.1 The Company may terminate a Booking or cease work immediately if:

(a) The Customer or any person at the premises behaves in a threatening, abusive, or unsafe manner;

(b) The working environment is unsafe or unlawful;

(c) The Customer requests the Company to handle prohibited, dangerous, or illegal Goods;

(d) The Customer fails to make due payment or otherwise materially breaches these Terms.

14.2 In such circumstances, the Company may retain any sums paid and may charge for work already performed and reasonable costs incurred.

15. Complaints

15.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, providing full details and any supporting information.

15.2 The Company will investigate all complaints in good faith and attempt to reach a fair and reasonable resolution.

16. Privacy and Data

16.1 The Company will collect and use personal information provided by the Customer only for the purposes of managing bookings, providing Services, processing payments, and handling queries or complaints.

16.2 The Company will take reasonable steps to keep personal information secure and will not sell or disclose it to third parties except where required to provide the Services, process payments, comply with legal obligations, or protect its legitimate interests.

17. Amendments to These Terms

17.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or communicated and will apply to new Bookings made after that date.

17.2 For existing confirmed Bookings, the version of the Terms in force at the time of Booking will apply unless otherwise agreed with the Customer.

18. Governing Law and Jurisdiction

18.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.

18.2 The parties 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 or the provision of Services.

19. General Provisions

19.1 If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

19.2 No waiver by the Company of any breach of these Terms shall be considered a waiver of any subsequent breach.

19.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior understandings, representations, or agreements, whether written or oral.

By proceeding with a booking and using the Services of Man With a Van Stepney, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.