Man With A Van New Cross Terms and Conditions

These Terms and Conditions set out the basis on which Man With A Van New Cross provides removal, transport, lifting, loading, unloading, delivery, and related man and van services to customers in the UK. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing a booking, as they explain how our service operates, what is included, when payment is due, and the limits of our responsibility. These terms are intended to be fair, transparent, and consistent with common UK service standards.

The words we, us, and our refer to the service provider trading as Man With A Van New Cross. The words you and your refer to the customer, client, or person placing the booking. These terms apply whether the booking is made for a home move, single-item transport, office relocation, furniture collection, or any other agreed carriage or labour service. If any specific written quotation, job sheet, or service note conflicts with these terms, the written quotation or job-specific note will take priority for that booking only.

We reserve the right to update these terms from time to time. The version in force at the time the booking is accepted will apply to that service unless we notify you otherwise in writing. If any provision is found to be unlawful or unenforceable, the remainder of the terms will continue in full force.

Booking Process

All bookings for man with a van services must be made by a person who is authorised to arrange the work and who is over 18 years of age. A booking is only confirmed once we have accepted the job details, date, time window, and any special requirements. A quotation, estimate, or availability check is not a confirmed booking until we expressly accept it. You are responsible for ensuring that all information supplied at the time of booking is accurate, including collection and delivery addresses, access conditions, floor levels, parking restrictions, item descriptions, and any items that require disassembly, reassembly, or special handling.

We may ask for photos, item lists, measurements, or other details before confirming the work. This helps us provide an appropriate vehicle size, staffing level, and time allowance. If the actual job differs from the information provided, we may amend the price, alter the service, or decline to proceed where safe completion is not possible. This is particularly important for any van and man booking involving heavy, fragile, bulky, or unusually shaped items. The customer should also ensure that the goods to be moved are ready at the agreed time unless we have agreed to assist with packing, dismantling, or preparation.

We will use reasonable efforts to arrive within the agreed time slot, but all times are estimates unless a fixed time has been specifically confirmed in writing. Delays may occur due to traffic, access problems, weather, vehicle issues, or other factors outside our control. If we anticipate a significant delay, we will seek to notify you as soon as reasonably practicable. Where access is restricted or the job cannot be completed in one journey as planned, additional charges may apply.

Payments and Charges

Prices are usually based on the information provided at the time of quotation and may reflect labour, vehicle use, fuel, congestion or environmental charges if applicable, waiting time, tolls, parking, additional stops, and any agreed specialist handling. Unless otherwise stated, quotations are based on the assumption that the job can be completed safely, legally, and without significant delay. If the scope of work changes on the day, we may reasonably revise the price to reflect the actual service provided. By instructing us to continue, you accept the revised charge.

Payment terms will be confirmed at booking or on the quotation. In many cases, payment is due on completion of the job, although we may require a deposit, part payment in advance, or full prepayment for certain bookings, larger jobs, or short-notice requests. We may accept cash, bank transfer, card payment, or another agreed method. If payment is to be made by bank transfer, it must be received in cleared funds by the time specified. We are not obliged to unload, release, or complete the service until payment has been made in full, unless we have agreed otherwise in writing.

Late payment may result in reasonable recovery action. You agree to pay any lawful costs incurred in collecting overdue sums, including reasonable administration charges and interest where permitted by law. If there is a disputed amount, you must pay the undisputed portion promptly. Any discounts, offers, or promotional rates are discretionary unless expressly confirmed in writing and may be withdrawn at any time before booking acceptance.

Cancellations, Rescheduling, and Waiting Time

If you need to cancel or rearrange a booking, you should notify us as soon as possible. Cancellation charges may apply depending on how much notice is given, whether staff or a vehicle has already been allocated, and whether expenses have already been incurred. In general, the closer the cancellation is to the scheduled time, the higher the likely charge, especially where we have reserved a time slot and declined other work. If you cancel after the vehicle has been dispatched or after work has started, you may be charged for the full or partial service already provided.

We may cancel or reschedule a job if it becomes unsafe, unlawful, or impossible to complete the work as agreed. This may happen, for example, if access is blocked, items are not ready, the load exceeds the safe capacity of the vehicle, the conditions present a risk to our staff or your property, or the customer requests activity that would breach law or regulation. Where we cancel for reasons within our control, we will offer a reasonable alternative date or refund any prepaid amount for the undelivered part of the service, except for work already carried out or costs already reasonably incurred.

If our team is delayed due to waiting for access, keys, payment authorisation, parking resolution, or instructions, waiting time may be charged at our standard rate or a reasonable hourly rate. If the delay is excessive, we may choose to leave the site and treat the booking as a cancellation or aborted job. If the customer is not present and no suitable arrangements have been made, we may be unable to proceed and may charge for time and travel already spent.

Customer Responsibilities

You must ensure that all goods handed over for transport are legally owned by you or that you have authority to move them. You are responsible for declaring items of special value, fragile items, hazardous materials, sharp objects, restricted goods, or items that require permits or special treatment. You must not include illegal goods, stolen property, dangerous substances, or items that are prohibited by law from transport. We may refuse to carry any item that appears unsafe, improperly packed, or unsuitable for the booked service.

It is your responsibility to arrange suitable access, permissions, and parking where required. This includes notifying building management, arranging lift access, ensuring keys are available, and securing any necessary permits. We are not responsible for delays or extra charges resulting from poor access, parking restrictions, narrow stairways, incomplete addresses, or incorrect directions. You should also take reasonable steps to protect your property and remove items of exceptional sentimental or financial value before the move begins.

Where you ask us to assist with lifting, dismantling, or reassembling furniture, you accept that such work is carried out using reasonable care but may involve normal wear, minor marks, or unavoidable movement. You should tell us about items that are unstable, already damaged, or likely to become worse during transport. If you instruct us to move packed boxes, you remain responsible for the suitability of the packing and for declaring fragile contents.

Liability and Damage

We will exercise reasonable care and skill in carrying out the service. However, our liability is limited to direct losses caused by our proven negligence or wilful misconduct, and only to the extent permitted by law. We do not accept responsibility for indirect or consequential losses, loss of profit, business interruption, missed deadlines, emotional distress, or loss arising from information not disclosed to us in advance. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

We are not liable for damage caused by pre-existing defects, poor packaging, defective items, hidden weakness, unsuitable assembly, or items that are not fit for transport. We are also not responsible for damage to items that are exceptionally heavy, awkward, or fragile unless we have explicitly agreed in writing to handle them under a specific method or protection standard. If you request that we move an item through a confined space, upstairs, or in a manner that increases the risk of damage, you accept that this may carry unavoidable risk.

If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and provide clear evidence, including photographs where available. You must also allow us a reasonable opportunity to inspect the item and the location before repairs or disposal take place. Any claim must be made within a reasonable time and in any event within the period permitted by law. Our maximum liability for any single claim will not exceed the amount paid for the affected service, except where a greater amount is required by law.

Waste Regulations and Disposal

If our service includes the removal or disposal of unwanted items, all waste handling will be carried out in accordance with applicable UK waste legislation, duty of care requirements, and any relevant local or national rules. We may only transport or dispose of waste that has been agreed in advance. We do not operate as an unlimited waste collection service and may refuse to remove items that are contaminated, hazardous, illegal, or unsuitable for lawful disposal by ordinary means. The customer must be honest about the nature of any waste or unwanted goods so that we can decide whether the job is appropriate.

If items are described as waste, you confirm that you have the right to transfer them for disposal and that they do not contain prohibited materials such as asbestos, chemicals, pressurised containers, clinical waste, batteries in unsafe condition, or electricals requiring special handling unless we have expressly agreed otherwise. If waste transfer documentation, evidence of lawful disposal, or other records are required, the customer agrees to provide accurate information and to cooperate with the process. We may charge separately for waste processing, recycling, tipping fees, or disposal centre costs.

You acknowledge that fly-tipping, unlawful dumping, and improper waste transfer are serious offences. We will not engage in any conduct that would breach waste law or environmental regulations. If a customer requests disposal in a manner that appears unlawful or improperly documented, we may stop the work immediately and may report the matter where necessary. Any waste left for collection must be clearly identified and accessible, and it remains your responsibility until it is lawfully transferred in accordance with the agreed service.

Insurance, Force Majeure, and Complaints

We may hold insurance appropriate to the nature of our service, but the existence of insurance does not create a broader duty or liability than is stated in these terms. Customers should arrange their own insurance where items are highly valuable or sensitive. We recommend that fragile, irreplaceable, or high-value goods are disclosed before the booking so that appropriate precautions can be considered. If a particular item requires bespoke cover, this must be agreed in advance and may incur an additional charge.

We are not responsible for any failure or delay caused by events beyond our reasonable control, including severe weather, road closures, accidents, industrial action, government restrictions, pandemics, acts of public authority, or sudden vehicle breakdown. Where such events occur, we will use reasonable efforts to minimise disruption and may reschedule the booking without penalty to either party where appropriate. However, any costs already incurred may remain payable if the service had already commenced.

If you have a complaint, you should raise it promptly so it can be reviewed while the relevant facts are still available. We will consider complaints in good faith and seek a practical resolution where justified. Any settlement offered will be without admission of liability unless expressly stated otherwise. Failure to complain promptly may limit our ability to investigate the issue effectively.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules provide otherwise. If the customer is based elsewhere in the UK, these terms still apply to the extent permitted by law and consistent with the booked service.

Man With A Van New Cross aims to provide a reliable, lawful, and professional service. By booking with us, you confirm that you have read, understood, and agreed to these terms. If you do not accept any part of them, you should not proceed with the booking or allow work to begin. These terms are intended to balance customer convenience with operational safety, lawful waste handling, and fair commercial practice.