Man with Van Pimlico Service Terms and Conditions

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

1. Definitions

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

Customer means the person or company who requests or pays for the services.

We, us, our means Man with Van Pimlico, providing removal and related services.

Services means any removal, transport, delivery, loading, unloading, packing, or associated services provided by us.

Goods means the items and possessions that the Customer asks us to move, transport, handle, store, dispose of, or otherwise deal with.

Booking means a confirmed request for services for a specified date, time, and service description, as accepted by us.

Job means the performance of the services on the agreed date and time under a booking.

2. Scope of Services

We provide man and van services, including but not limited to household removals, small office moves, local collections and deliveries, student moves, and light furniture or item transport within our general operating area and to or from other locations in the United Kingdom, as agreed at the time of booking.

The exact scope of each job, including the number of vans, number of operatives, estimated duration, and any additional services such as packing assistance or assembly and disassembly, will be confirmed at the time of booking based on the information you provide.

3. Booking Process

3.1 Making a booking

You may request a quotation and make a booking by contacting us through our accepted communication channels. To provide an accurate quotation, you must give us complete and accurate information about:

the collection and delivery addresses

access conditions at each address, including stairs, lifts, parking restrictions, and distance from vehicle to property

the type and approximate quantity or list of goods to be moved

any heavy, bulky, fragile, or unusual items

any time restrictions or special requirements.

3.2 Acceptance of booking

A booking is only confirmed when we have:

agreed the details of the job with you

provided a price or rate and you have accepted it

confirmed the date and approximate start time

received any required deposit or pre-authorisation, where applicable.

We reserve the right to refuse or cancel a booking at our discretion, for example where the job is unsafe, unlawful, or not feasible with the resources available.

3.3 Changes to bookings

Any changes to your booking, including date, time, addresses, or the volume of goods, must be requested as early as possible. All changes are subject to availability and may affect the price.

If you increase the scope of the job without telling us in advance, we may not be able to complete all requested work within the original time estimate and additional charges may apply.

4. Pricing and Quotations

4.1 Quotations

Quotations may be provided as a fixed price for the job or as a time-based rate with a minimum charge. Quotations are based on the information you provide at the time of enquiry. If that information is incomplete or inaccurate, we may adjust the price accordingly.

Unless otherwise stated, quotations do not include:

parking charges, tolls, congestion charges, ferry charges, or similar fees

packing materials

dismantling or assembling furniture or fittings

removal of doors, windows, or fixtures to enable access.

Where any such costs are incurred or additional services are requested, they will be added to the final invoice.

4.2 Time-based charges

Where charges are time-based, billing will start from the scheduled arrival time or our actual arrival time at the collection address, whichever is later, and continue until the job is completed, including any travel between addresses and reasonable breaks.

Any minimum charge period and billing increments will be confirmed at the time of booking.

5. Payments and Deposits

5.1 Payment terms

Unless agreed otherwise in writing, payment is due in full on completion of the job and before our team leaves the final address. We accept the payment methods notified to you during the booking process or on arrival.

Where we agree credit terms with a business Customer, payment must be made within the agreed period from the date of invoice. If payment is not received by the due date, we reserve the right to charge interest on overdue amounts at the statutory rate and to recover reasonable costs of collection.

5.2 Deposits and pre-authorisations

We may require a deposit or card pre-authorisation to secure a booking, particularly for larger jobs or peak periods. Any required deposit amount and terms will be confirmed at the time of booking.

Deposits may be applied toward the final invoice. In the event of cancellation or amendment, deposit refunds will be subject to the cancellation terms set out in these Terms and Conditions.

5.3 Non-payment

If you fail to pay the charges due, we may retain possession of your goods until full payment is received. After giving reasonable notice, we may arrange for the sale or disposal of some or all of the goods to recover the outstanding amount and reasonable costs associated with storage, sale, and administration. Any surplus funds, after deduction of all amounts due, will be held for you.

6. Cancellations and Amendments

6.1 Cancellation by the Customer

If you need to cancel or postpone your booking, you must notify us as soon as possible.

We apply the following standard cancellation charges, unless otherwise agreed in writing.

If you cancel more than 72 hours before the agreed start time, any deposit paid may be refunded or transferred to a new booking, at our discretion.

If you cancel between 24 and 72 hours before the agreed start time, we may retain part or all of any deposit to cover our administrative and scheduling costs.

If you cancel less than 24 hours before the agreed start time, or fail to be available when we arrive, we may charge up to the full quoted amount for the booking.

6.2 Postponements

Where you wish to postpone a booking, we will try to accommodate your new requested date and time, subject to availability. Any postponement requested less than 24 hours before the agreed start time may be treated as a cancellation and rebooking, and charges may apply.

6.3 Cancellation by us

We may cancel or postpone a booking due to reasons beyond our reasonable control, including but not limited to severe weather, traffic incidents, vehicle breakdown, staff illness, or safety concerns at the property. In such cases, we will notify you as soon as reasonably possible and will, where feasible, offer an alternative date or time. Our liability for cancellation in these circumstances is limited to refunding any deposit or prepayment made for the affected booking.

7. Customer Responsibilities

You are responsible for:

providing accurate information about the job at the time of booking

ensuring suitable access at all locations, including arranging parking permissions or permits where required

ensuring that all goods are ready to be moved at the start time, unless packing services have been agreed

securing valuables, confidential documents, and personal items before the job starts

complying with all relevant laws and regulations, including parking, loading restrictions, and waste disposal rules.

You must be present or represented by an authorised adult at the collection and delivery addresses to direct the work and sign any job sheets or confirmation documents.

8. Items We Do Not Move

We do not transport or handle:

illegal, stolen, or counterfeit goods

explosives, weapons, or ammunition

flammable, hazardous, or toxic materials, including gas cylinders, paints, chemicals, or fuel

perishable food for extended periods

animals or live plants, unless specifically agreed

cash, jewellery, watches, precious metals, or high-value collectibles

important documents such as passports, share certificates, bonds, or securities.

If such items are included in the goods without our knowledge, we accept no liability for loss, damage, or delay relating to them and may remove or dispose of them if necessary for safety or legal compliance.

9. Liability and Limitations

9.1 Our duty of care

We will exercise reasonable care and skill in providing our services and handling your goods. However, our liability is subject to the limitations set out in this section.

9.2 Excluded risks

We are not liable for loss or damage arising from:

your failure to adequately pack or protect goods where we have not provided packing services

defects in the goods or their construction, including assembled flat-pack items

normal wear and tear, scratching, scuffing, or minor dents that may occur in normal handling

disassembly or reassembly of furniture, fixtures, or equipment, unless caused by our negligence

loss or damage to items packed by you inside boxes, bags, or containers that we have not inspected

electrical or mechanical derangement of appliances or equipment, unless caused by external impact due to our negligence

any loss resulting from delays, missed appointments, or inability to access properties due to circumstances beyond our reasonable control.

9.3 Limit of liability

Unless agreed otherwise in writing, our total liability for loss of or damage to your goods, whether arising from breach of contract, negligence, or otherwise, is limited to a reasonable amount taking into account the value of the goods, subject to an overall cap per job. If you require a higher level of cover, you must notify us in advance so that we can consider arranging additional protection or adjusting our service and pricing accordingly.

9.4 Indirect loss

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

9.5 Reporting damage

You must inspect the goods as soon as reasonably practicable on completion of the job. If you believe that loss or damage has occurred, you must notify us in writing as soon as possible, providing reasonable details. Failure to notify us promptly may affect our ability to investigate and may limit or exclude any liability we may have.

10. Waste and Disposal Regulations

10.1 Waste carrier compliance

Where we remove unwanted items or waste as part of a job, we will comply with applicable waste regulations. We will only carry waste that we are lawfully permitted to transport, and will dispose of it at authorised facilities.

10.2 Items we will not dispose of

We do not remove hazardous, clinical, or specialist waste, including but not limited to chemicals, asbestos, medical waste, or building rubble beyond normal domestic levels, unless agreed in advance and compliant with all regulations.

10.3 Customer responsibilities for waste

You are responsible for correctly describing any items you ask us to dispose of and for confirming that they do not contain hazardous materials. If we reasonably believe that items contain prohibited materials or present a health or safety risk, we may refuse to remove them.

Any penalties or charges arising from incorrect or unlawful disposal caused by your failure to give accurate information may be charged to you.

11. Access, Parking, and Property Damage

You must ensure that suitable parking is available for our vehicle as close as reasonably possible to the property entrance. Any parking permits or permissions required are your responsibility unless otherwise agreed.

We are not liable for parking fines or penalties resulting from your failure to arrange suitable parking. If our staff are required to park in paid or restricted areas to complete the job, any resulting charges may be added to your invoice.

We will take reasonable care to avoid damage to property, including walls, floors, and fixtures. However, you should take reasonable steps to protect vulnerable surfaces. We are not responsible for pre-existing damage or for minor marks or scuffs that may occur when moving large or heavy items through tight spaces, unless caused by our negligence.

12. Health and Safety

Our staff may refuse to carry out any task that, in their reasonable opinion, would put them, you, or others at risk of injury or would breach health and safety regulations. This includes moving items that are excessively heavy for safe manual handling, entering unsafe areas, or working in conditions that present a clear hazard.

If a job cannot be completed as booked due to health and safety concerns that were not disclosed in advance, we reserve the right to charge for the time and any costs incurred.

13. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should raise the issue with our driver or team leader at the time, if possible, so that we can try to resolve it on the spot.

If the matter is not resolved, you should submit a written complaint as soon as reasonably possible, describing the issue and providing any relevant evidence. We will investigate and respond within a reasonable timeframe.

We aim to resolve complaints amicably. If a dispute cannot be resolved directly, either party may consider independent mediation or take legal action in accordance with the governing law clause below.

14. Data Protection and Privacy

We will collect and use your personal information only for the purposes of providing our services, managing bookings, processing payments, and communicating with you. 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, meet legal obligations, or with your consent.

15. Changes to These Terms

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 that booking. Any updated version will be published on our website or otherwise made available to you on request.

16. 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.

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, including any non-contractual disputes or claims.

By placing a booking with Man with Van Pimlico or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.