Man And Van Hammersmith Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Hammersmith provides moving, transport, collection, delivery, and related service arrangements for domestic and commercial customers. By making a booking, confirming a quotation, or allowing the service to proceed, the customer agrees to these terms. They are designed to make the service clear, fair, and legally compliant, while protecting both the customer and the service provider.

Throughout these terms, references to “we,” “us,” and “our” mean the provider operating under the Man and Van Hammersmith service name, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all bookings, whether made by telephone, email, online form, messaging service, or any other accepted method. If any separate written agreement has been made, that agreement may apply alongside these terms, but only if it has been confirmed in writing.

We reserve the right to update these terms from time to time. The version applicable to your booking will be the version in force at the time the booking is confirmed, unless any later update is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

1. Booking Process

A booking with Man And Van Hammersmith is only confirmed when we have accepted the job details and provided confirmation in writing or by another clear communication method. A quotation, estimate, or availability check does not by itself create a confirmed booking. The customer is responsible for ensuring that all details supplied during the booking process are accurate, complete, and up to date. This includes the collection and delivery addresses, access information, the size and nature of the items, preferred dates and times, parking restrictions, and any special handling requirements.

We may ask questions or request images to help us assess the job before confirming the service. This is particularly important where items are heavy, fragile, awkward, hazardous, oversized, or likely to require additional labour, equipment, or vehicle space. If the information supplied is inaccurate or incomplete, the service may be delayed, re-priced, or cancelled. Any change to the agreed job details after confirmation may result in an adjustment to the price, schedule, manpower, or vehicle type.

Customers must ensure that access arrangements are suitable and lawful. Where the vehicle cannot park close to the property, or where stairs, narrow hallways, lift limitations, or restricted loading areas affect the job, extra time or charges may apply. If the move or delivery cannot proceed safely due to access problems, we may suspend the service until the issue is resolved or treat the booking as cancelled by the customer.

2. Quotations and Charges

All quotes provided by Man And Van Hammersmith are based on the information available at the time of quoting. Unless expressly stated otherwise, quotes are estimates and may change if the job differs from the description supplied by the customer. Charges may be based on factors such as time, distance, load size, waiting time, difficulty of access, number of staff required, dismantling or assembly, and the disposal or removal of waste where permitted.

Any additional work requested by the customer on the day, or any delay caused by the customer, may lead to further charges. Examples include extra stops, increased volume, prolonged waiting, carrying items over unexpected distances, or the need to return with a larger vehicle. We will make reasonable efforts to explain any revised charge before the work continues, but the customer accepts that certain adjustments may be unavoidable if the job changes materially.

Unless otherwise agreed, all prices are stated in pounds sterling and may be subject to applicable taxes. If a deposit, part payment, or minimum charge has been specified, the customer must comply with that requirement in order to secure the booking. Failure to make payment in line with the agreed terms may result in cancellation or postponement of the job.

3. Payments

Payment terms for Man And Van Hammersmith will be confirmed at the time of booking or before the service begins. We may require payment in advance, partial advance payment, or full payment upon completion, depending on the nature of the job and the level of risk involved. Accepted payment methods may include bank transfer, card payment, or cash where specifically agreed in advance. Any payment method must be lawful and made in cleared funds.

The customer agrees to pay all sums due, including any agreed extras, waiting charges, parking fees, congestion-related charges where applicable, and other reasonable costs incurred in carrying out the service. If the customer disputes a charge, they should raise it promptly and before making payment where possible. Undisputed charges remain payable on time even where a separate issue is being discussed.

Where payment is not received by the due date, we reserve the right to charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend any further services, withhold final completion of the job, or recover any property still under our control until outstanding amounts are settled, subject always to legal limits and our duty of care.

4. Cancellations, Rescheduling and Delays

A customer may cancel or reschedule a Man and Van Hammersmith booking by giving notice as soon as possible. Because the service involves reserving time, labour, and vehicle capacity, cancellations may attract a charge depending on how much notice is given and whether costs have already been incurred. If the booking is cancelled at short notice, after dispatch, or after work has started, the customer may be charged for time, travel, labour, and any non-recoverable expenses already committed to the job.

We may cancel or reschedule a booking where necessary due to safety concerns, serious weather conditions, vehicle failure, staff illness, legal restrictions, non-payment, misleading job information, or circumstances beyond our reasonable control. In such cases, we will aim to provide reasonable notice and, where practicable, offer an alternative appointment. Our liability for cancellation or delay will be limited to refunding sums already paid for the unperformed part of the service, unless the law requires otherwise.

Delays can occur because of traffic, access restrictions, building management rules, or unexpected events. While we will take reasonable steps to arrive within the agreed window, any estimated time is not a guarantee unless explicitly stated as a fixed appointment. We are not responsible for loss caused by minor delays outside our control, provided we have acted reasonably and without negligence.

5. Customer Responsibilities

To help the service proceed efficiently, the customer must ensure that items are packed appropriately unless packing has been included in the agreed service. Fragile items should be secured, loose contents should be protected, and drawers, doors, lids, or moving parts should be fastened if necessary. The customer is responsible for declaring any items that are particularly valuable, delicate, hazardous, prohibited, or likely to require special handling.

The customer must obtain all permissions required for the service, including permission to enter premises, use lifts or loading areas, and park or unload where applicable. If our team is asked to carry items into or out of a property, the customer should ensure that floors, walls, and access routes are reasonably clear and safe. We may refuse to handle an item if, in our reasonable opinion, it is unsafe, illegal, excessively heavy for the available manpower, or likely to cause damage.

The customer must be present, or must appoint an authorised representative, to confirm instructions, approve any changes, and sign off completion where required. If no one is available to provide direction or access, additional waiting charges may apply, and the job may be postponed or treated as incomplete.

6. Liability and Insurance

We will carry out the service with reasonable care and skill. However, Man And Van Hammersmith cannot accept liability for loss or damage arising from pre-existing defects, inadequate packing, hidden weaknesses in items, or faults in furniture, appliances, walls, floors, lifts, or access routes. The customer acknowledges that certain items are inherently fragile or unstable and may suffer damage despite careful handling if they were not properly prepared.

Our liability for direct loss caused by our negligence is limited to the amount paid for the specific service in question, except where such limitation is not permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited. We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of data, or missed appointments caused by factors outside our control.

If an item is damaged or lost while in our care and the customer believes we may be responsible, the customer must notify us as soon as reasonably possible and provide relevant details and evidence. We may request photographs, invoices, proof of ownership, or other documents to assess the claim. Any claim must be made promptly so that we can investigate properly and, where appropriate, inspect the item or location involved.

7. Waste Removal and Environmental Compliance

Where Man and Van Hammersmith provides waste collection or clearance as part of a wider job, the customer must ensure that the waste described is accurate and lawful to handle. We operate in accordance with UK waste regulations and expect the customer to comply with all applicable legal duties. Waste must not be presented as general household or commercial waste if it contains hazardous substances, asbestos, chemicals, pressurised containers, clinical waste, electrical waste requiring special treatment, or any item prohibited by law or by our operational policy.

If the customer requires removal of waste, we may ask for a full description or photographs before acceptance. We reserve the right to refuse any item that is unsafe, not legally transportable, or likely to require specialist licensing or disposal arrangements beyond the agreed service. If prohibited waste is discovered after the job has started, we may stop work immediately and charge for time already spent, travel, and any lawful disposal costs incurred.

The customer remains responsible for the accuracy of waste declarations. Where a waste transfer note, receipt, or other record is required, the customer agrees to cooperate in providing the information needed to comply with legal obligations. We may use licensed facilities or approved carriers where required by law, and the customer must not request disposal methods that would breach environmental or waste disposal regulations.

8. Property, Access and Parking

Unless otherwise agreed, the customer must ensure that suitable parking and access are available for the service vehicle. Any parking costs, permit fees, loading penalties, or fines arising from inaccurate instructions, unavailable parking, or customer requests may be charged to the customer where legally recoverable and where the issue is not caused by our own fault. If access is not available at the agreed time, we may need to wait, relocate, or reschedule, and additional charges may apply.

We are not responsible for damage caused by pre-existing defects in lifts, doors, staircases, flooring, or external access areas. The customer should inform us in advance of any access restrictions, height limitations, weight restrictions, security procedures, or building rules that may affect the service. We may refuse to continue if the route is unsafe or if the property conditions make it unreasonable to complete the job without risk.

The customer accepts that our staff may need to temporarily place items in corridors, vehicles, or loading areas while carrying out the service. We will take reasonable care, but it is the customer’s responsibility to ensure that valuable or fragile surfaces are suitably protected if they are concerned about marks or contact damage.

9. Complaints, Claims and Disputes

If you have concerns about a booking with Man And Van Hammersmith, you should raise them as soon as possible so that we can review the matter fairly. We may ask for photographs, a written description of the issue, and any supporting documents. This allows us to assess whether the problem relates to handling, packaging, access, or circumstances outside our control. Prompt reporting is essential because it helps us investigate while details are still fresh.

Where a complaint or claim is justified, our preferred approach is to repair the issue, replace the item where appropriate, offer a partial refund, or otherwise provide a fair remedy within the scope of these terms and the law. Nothing in these terms prevents the customer from exercising statutory rights. However, any remedy will be limited to the direct and reasonable loss actually caused by our breach or negligence, subject to applicable legal restrictions.

If a dispute cannot be resolved informally, the parties should first attempt to settle it in good faith before pursuing formal proceedings. Each party should act reasonably and keep records of relevant communications, quotations, payment confirmations, and evidence relating to the service.

10. Force Majeure

We are not liable for failure or delay in performing any obligation where that failure or delay is caused by events beyond our reasonable control. These may include extreme weather, fire, flood, industrial action, road closures, accidents, civil disturbance, public emergency, legal restriction, or interruption to essential services. If such an event occurs, we will make reasonable efforts to continue, reschedule, or minimise the effect on the customer, but we will not be responsible for losses arising from the event itself.

If a force majeure event continues for a prolonged period, either party may have the right to cancel the affected booking without further liability, except for amounts already due for work completed or expenses properly incurred before the event.

11. Governing Law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory consumer law provides otherwise. If any part of these terms conflicts with applicable statutory rights, those rights will prevail to the extent required by law.

The customer acknowledges that Man and Van Hammersmith provides a practical service based on the information supplied at booking and the conditions present at the time of performance. Fair communication, accurate descriptions, and lawful conduct are essential to completing the service safely and efficiently. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms.