Terms and Conditions for Man And Van Highbury

These Terms and Conditions set out the basis on which Man And Van Highbury provides removal, transport, collection, delivery, and related service options to customers in the UK. By making a booking, you agree that these terms will apply to the service requested, whether the booking is made by phone, email, online form, or any other accepted method. Please read this document carefully before confirming any service. It explains how bookings are accepted, how charges are calculated, what happens if plans change, and the limits of our responsibility. It also sets out obligations relating to waste handling, property access, and lawful use of our services.

1. Definitions. In these terms, “we,” “us,” and “our” refer to the service provider operating under the name Man And Van Highbury. “You” or “the customer” means the person, business, or organisation requesting the service. “Goods” means the items to be moved, transported, delivered, collected, or otherwise handled. “Waste” means any material intended for disposal, including unwanted household items, commercial refuse, and any load that is not intended to be retained after transport.

These terms are designed to apply to a typical UK removals and transport service and should be read together with any written quotation, booking confirmation, or agreed service notes. If there is any inconsistency, the written booking confirmation or quotation will take priority over these general terms, unless otherwise required by law.

2. Booking Process. A booking is only confirmed once we have accepted your request and, where required, received any deposit or pre-authorisation. Before confirming, we may ask for details such as the collection and delivery address, access conditions, the number and type of items, preferred date and time, and any special handling requirements. You must provide accurate, complete, and up-to-date information. If the information changes before the service date, you must notify us as soon as reasonably possible so that we can assess whether the booking can still be carried out as planned.

We may provide an estimate or quotation based on the information supplied by you. Unless clearly stated otherwise, estimates are not binding offers and may be adjusted if the scope of the work changes, if access is more difficult than described, if waiting time is incurred, or if additional labour, vehicles, equipment, or disposal arrangements are required. Any significant changes to the original request may require a revised quotation or a new booking. We reserve the right to refuse or cancel a booking where the requested service is unsafe, unlawful, impractical, or outside our operational capacity.

3. Customer Responsibilities. You must ensure that all items are ready for collection at the agreed time and that the access route, parking arrangements, and loading/unloading points are suitable for the service. You are responsible for securing permission for any restricted access, shared premises, permits, or parking arrangements unless we have expressly agreed in writing to arrange them on your behalf. You must also ensure that fragile, valuable, or hazardous items are identified in advance. If items require special packing, dismantling, lifting equipment, or protective coverings, you should disclose this when booking.

4. Payments and Charges. Fees are normally based on the agreed quotation, time spent, distance travelled, number of staff, vehicle size, waiting time, and any additional services requested. Unless otherwise stated, prices are exclusive of any applicable taxes, road charges, parking charges, tolls, congestion-related costs, disposal fees, or other third-party charges incurred during the job. Where an estimate has been provided, the final amount may differ if the service takes longer or requires more resources than originally anticipated.

Payment terms may include full payment in advance, a deposit, payment upon completion, or staged payments for larger or commercial bookings. If payment is due on completion, it must be made immediately using the agreed method. We may suspend unloading, withhold delivery, or stop work if payment is not made in accordance with the agreed terms, subject always to applicable consumer law. You are responsible for ensuring that the payer has authority to authorise the transaction. Any bank transfer, card payment, or online payment must clear in full before the service is treated as settled.

If payment is overdue, we may charge reasonable recovery costs and statutory interest where permitted by law. You agree to reimburse us for any costs we incur as a result of failed payments, chargebacks, cancelled card transactions, or incorrect payment details provided by you. Discounts, promotional rates, and special offers apply only where expressly stated and may be withdrawn or amended without notice for future bookings. Any refund, where due, will be processed using the original payment method unless otherwise agreed.

5. Cancellations and Rescheduling. If you need to cancel or move a booking, you should notify us as early as possible. Cancellation terms may depend on how much notice is given before the booked date and on whether any staff, vehicles, permits, or third-party services have already been arranged. Where a deposit has been paid, part or all of it may be retained to cover administrative costs, reserved capacity, or losses caused by late cancellation, unless the law requires otherwise. Same-day cancellations or cancellations after our team has been dispatched may be charged in full or in part.

We may reschedule the service if there are circumstances beyond our reasonable control, including severe traffic disruption, vehicle breakdown, weather conditions, illness, staff shortages, safety concerns, or events affecting lawful access. Where possible, we will offer an alternative date or time. If we must cancel the service entirely, any prepaid amount relating to work not carried out will be refunded, except where we are not responsible for the cancellation or where deductions are allowed by law. We will not be liable for any indirect loss arising from a cancellation or rescheduled booking.

6. Liability and Limits. We will exercise reasonable care and skill in providing the service. However, our liability is limited to direct loss or damage caused by our proven negligence or breach of contract, subject to the exclusions and caps set out in these terms and in applicable law. We are not responsible for pre-existing damage, hidden defects, unstable packaging, or losses caused by inaccurate information supplied by you. You should inspect items before and after the service where reasonably possible and notify us promptly of any issue.

We are not liable for loss or damage to items of special value unless they have been declared in advance and we have agreed in writing to handle them. This includes, without limitation, jewellery, cash, negotiable instruments, passports, rare collectables, irreplaceable documents, antiques, and artwork. We recommend that such items are transported personally wherever possible or insured separately. To the fullest extent allowed by law, we do not accept liability for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If we are found liable for damage to property, our liability may be limited to the reasonable repair cost or the fair replacement value of the affected item, taking account of age, condition, and depreciation, unless a different amount is required by law or specifically agreed in writing.

7. Waste Regulations and Disposal. Where the service involves removing waste, you confirm that you have the right to dispose of the material and that it does not contain prohibited, hazardous, or controlled substances unless we have expressly agreed otherwise and are legally permitted to handle them. You must accurately describe the waste type and volume before the booking. We may refuse any load that contains items we cannot lawfully transport or dispose of, including asbestos, chemicals, pressurised containers, clinical waste, or unsafe electrical items.

We operate in accordance with applicable UK waste regulations and expect customers to cooperate fully with those legal requirements. If a booking involves mixed waste, recyclable material, reusable items, or restricted materials, additional charges may apply according to the disposal route, handling time, and compliance costs involved. You acknowledge that some materials require specialist treatment and may be taken to licensed facilities only. If we discover undisclosed hazardous or illegal waste, we may stop the job, charge additional costs, and, where necessary, notify the appropriate authorities.

You remain responsible for the lawful ownership, classification, and declaration of any items or waste handed over to us. We do not accept responsibility for misleading descriptions of waste supplied by the customer. If a load is found to contain prohibited waste after collection, you may be liable for all associated costs, including storage, return transport, cleaning, disposal, fines, or regulatory charges. We may refuse to carry any item that presents a health, safety, or compliance risk.

8. Access, Safety, and Conduct. You must ensure that the premises are safe and that our team can work without unnecessary risk. This includes keeping walkways clear, securing pets, warning us about sharp edges or unstable surfaces, and advising us of any security procedures. We may decline to move an item if doing so would create a risk of injury, damage, or breach of law. If we consider that stairs, narrow passages, structural limitations, or weight restrictions make the task unsafe, we may suspend or modify the service.

9. Delays and Force Majeure. We are not responsible for failure or delay caused by events beyond our reasonable control, including but not limited to traffic incidents, severe weather, road closures, strikes, civil disturbances, fire, flood, pandemic-related restrictions, governmental action, or unexpected vehicle failure. Where possible, we will take reasonable steps to minimise disruption. If the event continues for a substantial period, either party may be entitled to cancel the affected booking without further liability, except for amounts already due for completed work or lawful cancellation charges.

10. Complaints and Claims. If you wish to raise a concern about the service, you should do so as soon as reasonably possible after the issue arises, providing sufficient detail to allow us to investigate. Any claim for damage, shortage, or missing items should be made promptly and, where possible, before the vehicle is unloaded or the team leaves the site. You must give us a fair opportunity to inspect the affected item and may be asked to provide photographs, receipts, or other supporting evidence. Failure to report a problem promptly may affect our ability to investigate and your entitlement to a remedy.

Any claim will be assessed in line with these terms and the evidence available. If a claim is upheld, we may choose to repair, replace, or compensate for the affected item, depending on what is reasonable in the circumstances. Acceptance of any remedy does not amount to an admission of liability beyond what is required by law.

11. Title, Risk, and Ownership. Risk in the goods may pass to you or remain with you throughout the service depending on the nature of the task and the contractual arrangement, but in general you remain responsible for confirming that all items are accurately identified and lawfully available for transport. We do not assume ownership of any goods unless they are expressly sold or transferred to us under a separate written agreement. Items left behind, abandoned, or not collected in accordance with the agreed booking may be treated according to our storage, disposal, or return procedures, and associated costs may be charged to you.

12. Data and Records. We may keep records of bookings, quotations, communications, payment information, service notes, and incident reports for operational, contractual, accounting, and legal purposes. Any personal data is handled in accordance with applicable UK data protection law and our privacy arrangements, where relevant. We only use the information necessary to provide the service, administer the contract, maintain records, and meet legal obligations. You should ensure that any third-party data you provide to us is disclosed lawfully and with appropriate authority.

13. Governing Law and Jurisdiction. These terms and any dispute or claim arising from them are governed by the laws of England and Wales. If you are located in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.