Man with Van Crystal Palace Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Crystal Palace provides removal, transport and related services. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Service means any removal, man and van, transport, loading, unloading, packing, or related service supplied by us.
We, us, our means Man with Van Crystal Palace.
You, your means the customer who requests or receives the Service.
Goods means the items, furniture, personal effects, equipment, or any other property that we are requested to move, transport, pack, store or handle.
Service Area means the areas in which we operate, including Crystal Palace and surrounding districts, as notified by us from time to time.
2. Booking Process
2.1 You may request a quotation by providing accurate details of the addresses, access conditions, type and quantity of Goods, preferred dates and times, and any special requirements. Quotations are based on the information you supply and may be revised if that information is incomplete or inaccurate.
2.2 A booking is only confirmed when we have accepted your request and you have accepted our quotation, together with any applicable deposit or prepayment we may require. Verbal or online enquiries alone do not constitute a confirmed booking.
2.3 You are responsible for ensuring that all details in the booking confirmation are correct. Any changes must be notified to us as soon as possible and may result in revised charges or changes to availability.
2.4 If you request additional services or changes on the day of the move, we will do our best to accommodate them subject to availability. Additional time, distance, labour or services may be charged at our applicable rates.
2.5 We reserve the right to refuse any booking or to cancel a booking where we have reasonable grounds to do so, including but not limited to safety concerns, inappropriate or illegal requests or non-compliance with these Terms and Conditions.
3. Services Provided
3.1 We provide man and van and removal services within our Service Area, including collection, loading, transport and unloading of Goods, subject to these Terms and Conditions.
3.2 Unless expressly agreed in writing, our Service does not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, or specialist packing services. If we agree to provide such services, they may be subject to additional charges and are provided on a reasonable care basis only.
3.3 You must inform us in advance if any Goods are particularly heavy, bulky, fragile, valuable or require specialist handling. If you fail to do so, we may refuse to move those items or may charge additional fees for the extra time, equipment or labour required.
3.4 We will decide the route and method by which the Service is performed, taking into account efficiency, safety and prevailing conditions such as traffic and road works.
4. Access and Parking
4.1 You are responsible for ensuring suitable access to both collection and delivery addresses, including provision of accurate directions, access codes and any other necessary information.
4.2 You must ensure that parking is available for our vehicle at both addresses. Where parking permits, pay and display tickets or similar arrangements are required, you must arrange these in advance unless we have agreed otherwise. Any parking fines or penalties incurred as a direct result of your failure to arrange suitable parking may be charged to you.
4.3 We are not responsible for delays caused by inadequate access, blocked entrances, narrow stairways, lifts being out of service or unsuitable parking arrangements. Additional waiting time, extra handling or alternative arrangements caused by such issues may be charged as additional time or labour.
5. Your Responsibilities
5.1 You must ensure that all Goods are properly packed, secured and ready for transport, unless we have expressly agreed to provide packing services.
5.2 Fragile items should be clearly marked and packed appropriately. You should remove or secure all loose items inside drawers, wardrobes and similar furniture to avoid damage.
5.3 You must not ask us to transport any prohibited, dangerous or illegal items, including but not limited to explosives, flammable or hazardous materials, firearms, drugs, stolen goods or items requiring a special licence for transport.
5.4 You are responsible for obtaining all necessary permissions, authorisations or licenses for loading or unloading at any property, and for complying with any building regulations or rules imposed by landlords, managing agents or local authorities.
5.5 You or a responsible adult authorised by you must be present at collection and delivery addresses to supervise the move, confirm the Goods to be moved and sign any relevant documentation. If no one is present, we may at our discretion either wait at additional charge or cancel the Service and treat it as a late cancellation.
6. Payments and Charges
6.1 Our charges may be based on hourly rates, fixed quotations, or a combination of both, as set out in your booking confirmation. Any estimate provided before a site visit or full inventory is for guidance only and may be adjusted.
6.2 We may require a deposit or full prepayment to secure your booking. The amount and due date of any deposit will be specified at the time of booking.
6.3 Unless otherwise agreed, all outstanding balances are payable immediately upon completion of the Service. We reserve the right to refuse to unload the vehicle or to withhold Goods until payment is received in full.
6.4 If payment is not received when due, we may charge interest on the outstanding amount at the statutory rate until payment is made in full, together with any reasonable administrative and recovery costs.
6.5 Additional charges may apply where:
a there are delays not caused by us, such as waiting for keys or access;
b the work exceeds the time or scope originally agreed, including additional addresses or items;
c there are unexpected access difficulties or requirements for extra labour or equipment.
7. Cancellations and Changes
7.1 You may cancel or amend your booking by giving us notice. Any cancellation or change is only effective when acknowledged and accepted by us.
7.2 If you cancel with sufficient notice, we will normally refund any deposit paid, less any non-recoverable costs. Short-notice cancellations may incur charges as follows:
a Cancellation more than 7 days before the scheduled Service date: no cancellation fee, subject to deduction of any non-refundable expenses incurred by us.
b Cancellation between 7 days and 48 hours before the scheduled Service date: we may retain all or part of the deposit or charge up to 50 percent of the estimated Service cost.
c Cancellation less than 48 hours before the scheduled Service date or failure to be available at the agreed time: we may charge up to 100 percent of the estimated Service cost.
7.3 If you wish to change the date, time, addresses or scope of the Service, we will endeavour to accommodate the changes, subject to availability. If we are unable to rearrange, the cancellation terms above may apply.
7.4 We may cancel or postpone the Service where events beyond our reasonable control prevent us from safely or lawfully carrying out the work, including severe weather, road closures, vehicle breakdown, accidents, illness or other circumstances. In such cases, our liability will be limited to rescheduling the Service or refunding any amounts paid for the affected booking.
8. Liability and Exclusions
8.1 We will exercise reasonable care and skill in providing the Service. However, our liability is subject to the limitations set out in this section.
8.2 We are not liable for loss or damage to Goods where:
a such loss or damage arises from your failure to pack items properly or to prepare furniture or appliances correctly;
b the Goods include inherently fragile, delicate or perishable items that are not adequately protected;
c the Goods are already damaged or have an inherent defect;
d the loss or damage is purely cosmetic and does not affect the function of the item, unless caused by our gross negligence.
8.3 We will not be liable for any loss or damage arising from inaccurate or incomplete information supplied by you, inadequate access, delays outside our reasonable control or your failure to comply with these Terms and Conditions.
8.4 We are not liable for any indirect or consequential loss, including loss of profit, loss of income, loss of use, or loss of opportunity, arising out of or in connection with the Service.
8.5 Our total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall not exceed the reasonable replacement value of the damaged Goods, subject to any specific caps that may be set out in your booking confirmation or applicable insurance arrangements.
8.6 You are responsible for arranging any additional insurance you consider necessary to cover the full value of your Goods during removal and transport.
8.7 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.
9. Timeframes and Delays
9.1 Any dates or times given for the start or completion of the Service are estimates only. While we will use reasonable efforts to meet agreed times, they are not guaranteed.
9.2 We are not responsible for delays caused by traffic, weather, accidents, road closures, vehicle breakdowns, third-party actions or any other circumstances beyond our reasonable control.
9.3 If a delay significantly affects the Service, we will keep you informed and agree on appropriate steps, which may include rescheduling or extending the Service. Additional time may be charged at our standard rates.
10. Waste Regulations and Prohibited Items
10.1 We comply with applicable waste and environmental regulations. We are not a general rubbish clearance contractor and will only remove waste where this has been expressly agreed as part of the Service and is compliant with relevant regulations.
10.2 You must not place in our vehicle any hazardous waste, liquids, chemicals or restricted materials. If you are unsure whether any items are permitted, you must ask us in advance.
10.3 Where we agree to dispose of unwanted items, we will do so lawfully and may charge additional fees for disposal, particularly for bulky items, electrical equipment, mattresses or items requiring special handling.
10.4 If you cause us to handle or transport prohibited or hazardous materials without our prior consent, you will be responsible for any fines, penalties, clean-up costs or other losses we incur as a result.
11. Claims and Complaints
11.1 You should inspect the Goods and property as soon as reasonably possible after completion of the Service.
11.2 Any visible loss or damage should be reported to us on the day of the Service where possible. In any event, you must notify us of any claim in writing within 7 days of the Service, providing reasonable details of the loss or damage.
11.3 We may request photographs, proof of value or other supporting evidence to assess a claim. You must retain the damaged item and any packaging for inspection.
11.4 We will investigate any complaint or claim promptly and in good faith. Our liability, if any, will be assessed in accordance with these Terms and Conditions.
12. Privacy and Data
12.1 We may collect and use your personal information for the purposes of providing the Service, administering bookings, handling payments and communicating with you.
12.2 We will take reasonable steps to protect your personal data and will not sell your information to third parties. We may share it with trusted partners or service providers where necessary to deliver the Service or comply with legal obligations.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of England and Wales.
13.2 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 Service.
14. General Provisions
14.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
14.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
14.3 These Terms and Conditions constitute the entire agreement between you and us in relation to the Service and supersede any prior agreements or understandings, whether written or oral.
14.4 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 your Service.
