Terms and Conditions

Man With a Van New Cross Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van New Cross provides man and van, removal, and related transport services in the United Kingdom. By making a booking, using our services, or allowing our staff to access your property, 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" means Man With a Van New Cross, the provider of removal and transport services.

1.2 "Customer" means the person, firm, or organisation booking or using the services of the Company.

1.3 "Services" means any man and van, household or office removal, collection, delivery, packing, loading, unloading, or related services provided by the Company.

1.4 "Vehicle" means any van or other vehicle used by the Company to provide the Services.

1.5 "Goods" means all items, belongings, furnishings, equipment, and any other property handled, transported, or stored by the Company in the course of providing the Services.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including but not limited to collection, transport, and delivery of Goods within the United Kingdom.

2.2 The Company may, at its discretion, agree to provide additional services such as packing, unpacking, furniture dismantling and reassembly, and short-term waiting time, subject to availability and additional charges.

2.3 The Company does not provide specialist removal of items requiring professional handling or certification, such as hazardous materials, industrial machinery, or items requiring specialist lifting equipment, unless specifically agreed in writing.

3. Booking Process

3.1 Bookings may be made via the Company’s chosen contact methods as advertised. A booking is only confirmed when the Company has accepted the details and, where required, received any applicable deposit.

3.2 The Customer must provide accurate information about the collection and delivery addresses, access arrangements, floor levels, presence of lifts, parking restrictions, and any other relevant details that may affect the Services.

3.3 The Customer must provide an accurate and complete description of the Goods, including their approximate volume, weight, and any particularly fragile, valuable, or bulky items.

3.4 The Company reserves the right to refuse a booking or to cancel a booking where the information provided by the Customer is incomplete, inaccurate, or misleading, or where the Services requested exceed the Company’s capacity or resources.

3.5 Any quotation provided by the Company is based on the information supplied by the Customer at the time of booking. If the actual work differs in volume, access, distance, or complexity, the Company may adjust the price accordingly.

4. Pricing and Payment Terms

4.1 The Company may charge on an hourly basis, fixed price basis, or a combination of both, as agreed at the time of booking.

4.2 Prices are quoted in pounds sterling and, unless otherwise stated, are inclusive of standard mileage, vehicle, and driver costs. Additional services such as extra labour, packing materials, congestion or emission zone charges, tolls, and parking fees may be added to the final invoice.

4.3 Payment terms will be confirmed at the time of booking. The Company may require a deposit to secure the booking, with the balance due on or before completion of the Services.

4.4 The Customer agrees to pay any parking charges, penalty charges, tolls, congestion or clean air zone charges, and similar charges incurred in the course of carrying out the Services, where such charges arise due to the location and arrangements chosen by the Customer.

4.5 Payment is due by the methods accepted by the Company at the time of booking. The Company reserves the right to withhold delivery of Goods or to cease work if payment is not made when due.

4.6 Interest may be charged on late payments from the due date until the date of actual payment, at the statutory rate applicable to commercial debts.

5. Customer Responsibilities

5.1 The Customer is responsible for ensuring that Goods are properly packed, secured, and ready for transport on the agreed date and time, unless packing services have been specifically booked with the Company.

5.2 The Customer must ensure that there is adequate access for the Vehicle and crew at both the collection and delivery addresses, including safe and legal parking within a reasonable distance of the property.

5.3 The Customer must arrange any necessary parking suspensions, permits, or authorisations required by local authorities. If the Customer fails to do so, they will be responsible for any delay, additional charges, or penalties that arise.

5.4 The Customer must be present, or represented by an authorised person, at both the collection and delivery addresses to supervise the move, provide instructions, and check that all Goods are loaded and unloaded as required.

5.5 The Customer must not ask the Company to transport any Goods that are illegal, dangerous, hazardous, explosive, flammable, or otherwise unsuitable for transport under road traffic or health and safety regulations.

6. Cancellations, Amendments, and Delays

6.1 The Customer may cancel or amend a booking by giving notice to the Company. Cancellation and amendment charges may apply, depending on the notice given.

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

6.3 If the Customer cancels with 24 to 48 hours’ notice, the Company may retain all or part of the deposit and may charge a proportion of the quoted price to cover loss of work.

6.4 If the Customer cancels with less than 24 hours’ notice or fails to be present at the agreed time and location, the Company may charge up to 100 percent of the quoted price.

6.5 If the Customer wishes to amend the date, time, or scope of the Services, the Company will use reasonable efforts to accommodate the change but cannot guarantee availability. Additional charges may apply, and the original quotation may be revised.

6.6 The Company will not be liable for delays or failure to perform the Services due to events beyond its reasonable control, including but not limited to severe traffic disruption, accidents, adverse weather, vehicle breakdown, road closures, strikes, or national emergencies. In such circumstances, the Company will make reasonable efforts to complete the Services as soon as practicable.

7. Loading, Unloading, and Access

7.1 The Company’s staff will handle the loading and unloading of Goods, unless the Customer has chosen a driver-only service. Where the Customer assists with loading or unloading, they do so at their own risk.

7.2 The Customer is responsible for ensuring that floors, staircases, walls, and doorways are suitably protected and that the access route is clear of obstacles.

7.3 If access at the collection or delivery address is restricted or requires unusual manoeuvres, additional manpower, or specialist equipment, the Company may charge additional fees or decline to move certain items if it is unsafe to do so.

7.4 The Company is not responsible for damage to Goods or property where such damage results from poor access, unsuitable staircases, narrow doorways, or other structural features that make it difficult to move items safely.

8. Liability for Loss or Damage

8.1 The Company will take reasonable care in handling and transporting the Customer’s Goods. However, some minor knocks, marks, or scuffs may occur during a move, particularly where access is tight or items are not adequately protected by the Customer.

8.2 The Company’s liability for loss of or damage to Goods is limited to a reasonable market value of the Goods, subject to any applicable insurance cover held by the Company, and subject to the exclusions and limitations in these Terms and Conditions.

8.3 The Company will not be liable for loss or damage arising from:

(a) the Customer’s failure to pack or protect Goods properly;
(b) inherent defects or vulnerabilities in Goods, such as wear and tear, age, or poor construction;
(c) the dismantling or reassembly of furniture or equipment, unless carried out by the Company and specifically agreed as part of the Services;
(d) handling of items that the Company has advised are particularly fragile or risky to move and which the Customer has instructed the Company to move against advice;

8.4 The Company will not be liable for loss of or damage to cash, jewellery, watches, precious metals, stones, deeds, securities, or any items of exceptional value, and such items should not be included in the Goods for removal or transport.

8.5 The Company will not be liable for any indirect or consequential loss, loss of profits, loss of use, or loss of opportunity arising from the performance or non-performance of the Services.

8.6 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably possible and in any event within seven days of completion of the Services. The Customer must provide evidence of the loss or damage and allow the Company a reasonable opportunity to inspect the Goods and any affected property.

9. Insurance

9.1 The Company maintains insurance suitable for its activities as a removal and transport service provider. The level and type of cover may change from time to time.

9.2 The Customer is responsible for arranging their own additional insurance cover if they require higher levels of protection for their Goods than those provided by the Company’s standard cover.

10. Waste, Disposal, and Environmental Regulations

10.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general rubbish clearance or waste disposal provider unless this has been explicitly agreed as part of the Services.

10.2 The Customer must not present general waste, building rubble, hazardous materials, or controlled waste to be removed as part of a standard move. Such items may only be taken by prior agreement and may require additional charges and documentation.

10.3 The Company reserves the right to refuse to carry any items that, in its reasonable opinion, present a health and safety risk, breach waste regulations, or are not suitable for transport in the Vehicle.

10.4 Where the Company agrees to take items for disposal or recycling, the Customer confirms that they have the right to dispose of those items and that they are not stolen or unlawfully obtained. The Company will dispose of such items in a lawful and responsible manner.

11. Parking, Fines, and Local Restrictions

11.1 The Customer is responsible for ensuring that suitable parking arrangements are in place at both collection and delivery locations, including any necessary permits or temporary suspensions.

11.2 If parking is not arranged and the Company is required to park in restricted areas at the Customer’s request, the Customer will be responsible for any parking fines or penalties that arise as a result.

11.3 The Company will not be liable for delays or inability to complete the Services where parking is not available or is unlawfully restricted.

12. Health and Safety

12.1 The Company will carry out the Services with regard to the safety of its staff, the Customer, and the public. The Company may decline to move any items or to enter any area that it considers unsafe.

12.2 The Customer must not request the Company’s staff to carry out any actions that are unsafe, unlawful, or beyond the scope of their training or equipment, such as carrying excessively heavy items up unsuitable staircases or working at height without appropriate safety measures.

13. Complaints and Dispute Resolution

13.1 If the Customer has any concerns or complaints about the Services, they should raise them with the Company as soon as possible so that they can be investigated and, where appropriate, remedied.

13.2 The Company will use reasonable efforts to resolve disputes amicably and promptly. If a dispute cannot be resolved directly, the parties may consider mediation or other forms of alternative dispute resolution, without prejudice to their right to pursue legal remedies.

14. Data Protection and Privacy

14.1 The Company will collect and use personal data provided by the Customer for the purpose of managing bookings, providing the Services, administering payments, and complying with legal obligations.

14.2 The Company will take reasonable measures to keep personal data secure and will not sell or disclose personal data to third parties except where required to provide the Services, process payments, or comply with law.

15. Variation and Severability

15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.

15.2 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect.

16. Governing Law and Jurisdiction

16.1 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.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms and Conditions or the Services.

By making a booking or using the Services of Man With a Van New Cross, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.