Terms and Conditions
Man with Van Stratford Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Stratford provides removal and related services to private and business customers. By making a booking, confirming a quotation, or allowing our operatives to start work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Company means Man with Van Stratford, the provider of removal and related services.
Customer means the person, firm or organisation requesting the services of the Company.
Services means any removal, transport, loading, unloading, packing, unpacking, furniture assembly or related services provided by the Company.
Goods means the items, furniture, personal belongings, equipment or materials that are the subject of the Services.
Working Day means any day other than a Saturday, Sunday or public holiday in England.
2. Scope of Services
The Company provides man and van services, including domestic and commercial removals, small and large moves, furniture transport, and related assistance within its normal service area and, by agreement, to other locations in the United Kingdom.
The exact scope of the Services, including the number of operatives, type and size of vehicle, dates, times, addresses, and any additional tasks, will be set out in the quotation or booking confirmation issued by the Company.
The Company reserves the right to refuse to move any item which, in the reasonable opinion of its staff, may be unsafe, illegal, excessively heavy, unsanitary, or likely to cause damage to property, vehicles, or personnel.
3. Booking Process
3.1 Enquiries and quotations
Customers may request a quotation by providing accurate information about the addresses, access conditions, parking arrangements, volume and type of Goods, and the desired date and time. Quotations are based on the information supplied and are subject to change if that information is incomplete or incorrect.
Quotations are normally provided as estimates of time and cost. Where a fixed price is given, it is based on the stated details and assumptions at the time of quotation. Any changes to those details may result in an adjusted price.
3.2 Confirming a booking
A booking is considered confirmed only when the Customer has accepted the quotation and the Company has issued a booking confirmation. The Company may require a deposit or advance payment as part of the booking process. Until confirmation is issued, dates and times remain subject to availability.
The Customer is responsible for checking the booking confirmation and ensuring that all details, including addresses, contact information, dates, times, access instructions and scope of work, are correct. Any errors must be notified to the Company as soon as possible.
3.3 Changes to bookings
Any request to change the date, time, number of operatives, vehicle size, or scope of the Services must be agreed with the Company in advance and may result in revised charges. The Company will accommodate changes where reasonably possible but cannot guarantee availability.
4. Pricing and Payments
4.1 Rates and estimates
Charges may be based on hourly rates, fixed prices, or a combination of both, as specified in the quotation or booking confirmation. Minimum booking periods and call-out charges may apply. Travel time, congestion, toll charges, parking fees, and waiting times may be added where applicable.
Where Services are charged at an hourly rate, time is usually calculated from the arrival of the van and operatives at the pickup address until completion of unloading at the destination, including reasonable travel between addresses and any agreed additional stops.
4.2 Deposits and balance payments
The Company may require a deposit or partial prepayment to secure the booking. Deposits are generally non-refundable except where stated otherwise in these Terms or agreed in writing.
Unless otherwise agreed, the balance of the charges is due immediately upon completion of the Services on the day of the move. The Company reserves the right to withhold unloading or to retain Goods in its possession until payment is received in full.
4.3 Payment methods
The Company will inform the Customer of acceptable payment methods, which may include cash, bank transfer, or card payments. Cheques are not accepted unless agreed in advance.
4.4 Late payment
If payment is not made when due, the Company may charge interest on the outstanding amount at the statutory rate applicable to commercial debts, as well as any reasonable administration and recovery costs incurred in pursuing overdue amounts.
5. Cancellations and Postponements
5.1 Customer cancellations
The Customer may cancel or postpone a booking by giving notice to the Company. The following conditions will normally apply unless otherwise agreed in writing.
If the Customer cancels more than 72 hours before the scheduled start time, the Company may retain part or all of any deposit to cover administrative and scheduling costs, but no further cancellation fee will usually be charged.
If the Customer cancels within 72 hours but more than 24 hours before the scheduled start time, the Company may charge a cancellation fee up to a proportion of the estimated total cost.
If the Customer cancels within 24 hours of the scheduled start time, or if the operatives attend the address and are unable to carry out the work due to the Customer, the Company may charge up to the full estimated cost of the booking.
5.2 Company cancellations
In the unlikely event that the Company must cancel or significantly alter a booking, the Customer will be informed as soon as reasonably practicable. The Company will, where possible, offer an alternative date or time. If no suitable alternative can be agreed, any deposit or prepayment received for the cancelled booking will be refunded.
The Company will not be liable for any indirect or consequential losses arising from cancellation or rescheduling, such as lost earnings, alternative accommodation, or penalties charged by third parties.
6. Customer Responsibilities
The Customer is responsible for ensuring that:
All Goods are suitably packed, protected, and labelled, unless the Company has expressly agreed to provide packing services.
All boxes, containers and items are safe to handle and of a manageable weight.
Fragile and high value items are clearly identified to the operatives.
All items to be moved are ready for loading at the agreed time, and that access is available throughout the move.
Parking arrangements, permits, or visitor permissions are obtained where needed, and that any restrictions are made known to the Company in advance.
Lift bookings or access to loading bays are organised where required.
The Customer is present, or a nominated representative is present, throughout the move to provide instructions, answer questions, and check the premises at the end of the job.
The Customer must not ask the Company to transport any prohibited, hazardous, illegal or dangerous items, including but not limited to gas cylinders, explosives, firearms, drugs, live animals, or perishable goods, unless the Company has specifically agreed to do so in compliance with applicable regulations.
7. Access, Parking and Delays
The Customer must provide accurate information regarding access at both collection and delivery addresses, including stairs, lifts, narrow doorways, low ceilings, restricted parking, and any other factors which may affect the time and resources required.
If suitable parking is not available or if vehicles cannot be positioned reasonably close to the property, additional charges may be incurred due to longer carry distances, extra time, or the need for additional staff.
The Company is not responsible for delays caused by traffic, road closures, accidents, adverse weather, or other events beyond its reasonable control. Where such delays occur, the Customer remains responsible for charges based on the actual time taken to complete the work, subject to any agreed fixed price arrangements.
8. Liability for Loss or Damage
8.1 Standard liability
The Company will exercise reasonable skill and care in handling, loading, transporting, and unloading the Goods. If the Company is responsible for loss of or damage to the Goods while they are in its care, it will, at its option, repair the item, replace it with a similar item, or compensate the Customer up to a reasonable value, subject to the limitations in this section.
8.2 Excluded and limited items
The Company will not be liable for loss or damage to the following, unless a specific written agreement is made in advance and any additional charges or insurance requirements are agreed.
Jewellery, watches, precious metals, cash, bearer instruments, securities or similar valuables.
Artwork, antiques, collectibles or items of special value exceeding the normal replacement cost of similar mass-produced goods.
Electrical or mechanical derangement of appliances, computers, or electronic equipment unless there is clear evidence of external physical damage caused by the Company.
Goods packed by the Customer in unsuitable or damaged containers, where the damage arises from the poor condition of the packing.
8.3 Indirect losses
The Company is not liable for any indirect or consequential loss, including loss of profits, loss of opportunity, loss of use, or emotional distress, arising out of or in connection with the Services.
8.4 Notification of claims
Any visible damage or concerns regarding loss must be reported to the operatives on the day of the move where reasonably possible. Formal written notification of any claim should be sent to the Company as soon as practicable and in any event within seven days of completion of the Services. Failure to notify within this period may affect the Companys ability to investigate and may limit or prevent recovery.
9. Insurance
The Company maintains insurance appropriate to its operations as a removal service provider. This is intended to cover its legal liability to the Customer for loss or damage caused by its negligence, subject to policy terms, conditions, and exclusions.
The Customer is encouraged to maintain their own insurance cover for Goods in transit or storage, particularly for high value or irreplaceable items, as the Companys liability is limited and may not reflect the full value of the Goods.
10. Waste and Disposal Regulations
The Company operates in accordance with relevant waste and environmental regulations in England. It is not a general waste carrier and will not remove household rubbish, builders waste, hazardous waste, or any materials that require specialised handling or licensing, except by prior agreement where lawfully permitted.
Where the Customer requests disposal of furniture or other items, the Company will only do so at licensed facilities and may charge additional fees for disposal, travel, and time. The Customer warrants that any items given to the Company for disposal are their property and are free from any third-party claims or restrictions.
The Customer must not request the Company to dispose of any prohibited items, including hazardous chemicals, oils, asbestos, clinical waste, or electrical equipment that cannot be lawfully disposed of without special arrangements. The Customer remains responsible for any legal or financial consequences arising from providing such items without full disclosure.
11. Health and Safety
The Company is committed to safeguarding the health and safety of its employees, the Customer, and the public. Operatives may refuse to carry out any activity that, in their reasonable judgement, presents an unacceptable risk of injury or damage.
The Customer must ensure that walkways, staircases, and access routes are reasonably clear, well lit, and free from hazards such as loose carpets, trailing cables, or spillages. Children and pets should be kept away from areas where lifting and carrying are taking place.
12. Complaints and Disputes
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the supervisor or lead operative on site where possible, so that immediate steps can be taken to resolve the problem.
If the matter cannot be resolved on the day, the Customer should submit a written complaint to the Company with full details of the issue, including dates, addresses, and any relevant evidence. The Company will investigate and respond within a reasonable timeframe.
Both parties agree to act in good faith to resolve any disputes arising from the Services. If a resolution cannot be achieved through discussion, either party may pursue their rights through the appropriate legal channels.
13. Data Protection and Privacy
The Company may collect and process personal data such as names, addresses, and contact details for the purpose of providing quotations, managing bookings, delivering Services, and handling payments and complaints.
The Company will take reasonable steps to keep such data secure and will not sell or disclose it to unrelated third parties except where necessary to perform the contract, comply with legal obligations, or protect its legitimate interests.
By using the Services, the Customer consents to the processing of their personal data in accordance with applicable data protection laws.
14. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, industrial disputes, civil unrest, road closures, vehicle breakdowns not due to lack of maintenance, or instructions from public authorities.
Where a force majeure event occurs, the Company will use reasonable efforts to minimise disruption and to provide the Services at a later time or date where possible. Charges may be adjusted by mutual agreement if the scope or timing of the Services is significantly altered.
15. Variation of Terms
The Company may amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that particular contract for Services. Any variation to these Terms specific to a job must be agreed in writing by the Company.
16. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be severed from the remaining provisions, which will continue to be valid and enforceable.
17. 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 their subject matter.
By confirming a booking or permitting the Company to commence work, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
