These Terms and Conditions set out the basis on which Man With Van Hampstead provides domestic and commercial moving, collection, delivery, and related transport services within the UK. By making a booking, the customer agrees to be bound by these terms, together with any written quotation, confirmation, and agreed service notes. These terms are intended to be clear, fair, and practical, and they apply whether the service is arranged as a single-item move, a partial load, a full van move, or a bespoke transport job.

The words “we”, “us”, and “our” refer to the service provider operating under the name Man With Van Hampstead. The words “you” and “customer” refer to the person or business booking the service. Any reference to a booking includes a telephone, email, or online request that is accepted by us. These terms should be read carefully before confirming any arrangement.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time your booking is accepted will apply to that booking unless a change is required by law. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

1. Booking Process

All bookings are subject to availability and acceptance by us. A quotation may be provided after we receive details of the collection and delivery points, access conditions, estimated volume, items to be moved, required vehicle size, and any special handling needs. A quotation is normally based on the information you provide and may be adjusted if the actual service differs from the initial description.

To secure a booking, you must provide accurate and complete information, including the addresses involved, preferred dates and times, a description of the goods, and any relevant access restrictions such as stairs, parking limits, lift availability, loading distance, or entry controls. If the job includes fragile, heavy, bulky, valuable, or unusually shaped items, this must be disclosed at the time of booking. Failure to provide complete information may result in revised charges, additional waiting time, or cancellation of the service.

A booking is only confirmed when we have issued acceptance, which may be by written message, email, or other recorded confirmation. We may refuse or decline a booking at our discretion where the job is unsafe, unlawful, outside our operating scope, or not suitable for the vehicle or staffing available. Any estimated arrival time is provided in good faith, but time is not of the essence unless we expressly agree otherwise in writing.

2. Payment Terms

Unless otherwise agreed in writing, payment is due in full on completion of the service. We may require a deposit, part payment, or pre-authorisation before the booking date, particularly for larger moves, high-demand periods, or jobs involving third-party costs. If a deposit is required, the booking may not be treated as secured until cleared funds are received.

Our prices may be based on hourly rates, fixed quotations, minimum charges, mileage, waiting time, additional labour, parking costs, congestion-related charges where applicable, or specialist handling. Any extra work requested on the day that falls outside the original scope may be charged separately. This includes, for example, extra floors, additional collections or drops, unplanned dismantling or reassembly, or delays caused by access issues.

Unless stated otherwise, all prices are quoted exclusive of VAT and other applicable charges. If VAT is chargeable, it will be added at the prevailing rate. If an invoice is issued and payment is not made by the due date, we may charge interest and recovery costs in accordance with applicable UK law. We reserve the right to suspend future work or refuse further services until outstanding sums are settled.

3. Cancellations, Changes, and Waiting Time

You may cancel or amend a booking by giving reasonable notice. Cancellations made with sufficient notice may not incur a charge, but we reserve the right to recover costs already incurred, including vehicle allocation, labour time, parking expenses, or non-refundable third-party costs. Where a cancellation occurs close to the scheduled time, a cancellation fee may apply.

If you wish to change the date, time, item list, or service scope, we will try to accommodate the request, but we cannot guarantee availability. Changes may affect the price, duration, vehicle type, or required staff. If the revised requirements are materially different from the original booking, we may treat the arrangement as a new quote.

If we attend at the agreed time and are unable to proceed because of access problems, incorrect address details, no one being present to authorise the work, or goods not being ready, waiting time or abortive attendance charges may apply. Where a delay is caused by factors beyond our control, such as traffic, road closures, adverse weather, or incidents affecting the route, we will use reasonable efforts to minimise disruption, but we will not be liable for knock-on losses resulting from the delay.

4. Customer Obligations

You are responsible for ensuring that all goods are properly packed, labelled, and suitable for transport unless we have agreed in writing to provide packing or protective services. Items should be emptied, secured, and made safe for lifting and movement. Sensitive contents such as liquids, perishable goods, hazardous substances, and loose valuables should not be included unless expressly agreed.

You must ensure lawful access to the premises, including permission to enter, park, load, and unload where needed. If any permits, consents, resident authorisations, or building approvals are required, it is your responsibility to arrange them unless we have expressly accepted that duty. You must also ensure that the items to be moved are your property, or that you have permission to arrange their transport.

Where the service involves dismantling, assembly, or placing items in a particular position, you should tell us in advance so we can confirm whether it is included. We may decline to handle items that are unsafe, excessively fragile, contaminated, infested, illegal to transport, or likely to damage property due to size, weight, or condition. If an item cannot be moved safely, our decision on-site will be final.

5. Liability and Insurance

We will carry out services with reasonable care and skill. However, our liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by the inherent weakness, condition, age, or unsuitability of the item, including pre-existing scratches, loose fittings, weakened joints, or items that were not adequately packed or protected by the customer.

Unless we have expressly agreed to provide packing materials or packing services, we do not accept responsibility for damage arising from inadequate packaging by the customer. This includes breakage of glass, ceramics, electronics, artwork, ornaments, or other fragile items where the risk would reasonably be expected to arise from poor packing or handling of an already vulnerable object.

Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim arising from a booking will be limited to the amount paid for the specific service giving rise to the claim, or such lesser amount as is permitted by law. We will not be liable for indirect or consequential losses such as loss of profit, loss of business, missed deadlines, or emotional distress.

6. Waste, Disposal, and Regulatory Compliance

If the service includes removal of unwanted items, packaging, or other waste, both parties must comply with applicable UK waste legislation. We will only remove waste that has been agreed in advance and described accurately. We do not accept hazardous waste, clinical waste, asbestos, chemicals, oils, gas cylinders, or other materials requiring special licences or treatment unless specifically authorised and legally permitted to do so.

Where waste is collected as part of the service, we may need to determine whether items are reusable, recyclable, or disposable under current regulations. The customer must provide truthful information about the contents and origin of the waste. If prohibited or undeclared waste is discovered, we may refuse collection, isolate the item, or terminate the job, and you may be responsible for any resulting costs, delays, disposal charges, or compliance-related expenses.

It is your responsibility to ensure that you have the right to dispose of the items handed over for removal. We may request confirmation that the waste belongs to you or that you are authorised to arrange its disposal. We may also require details needed for legal record-keeping or duty-of-care compliance. If a third party, landlord, or managing agent is involved, their instructions will only be followed where they are consistent with law and our agreed scope of work.

7. Delays, Force Majeure, and Service Interruptions

We will not be liable for failure or delay in performance caused by events outside our reasonable control. These may include severe weather, road traffic incidents, fire, flood, strikes, acts of terrorism, civil disorder, pandemic-related disruption, mechanical breakdown not caused by negligence, or failure of utility or access systems. In such cases, we may reschedule the service or cancel it without liability for indirect losses.

If an event outside our control prevents us from completing the service on the planned date, we will make reasonable efforts to agree a revised time. Any amounts already paid may be credited, refunded, or applied to a new booking, depending on the circumstances and the work already carried out. We will act reasonably and in good faith when deciding the appropriate remedy.

We may also suspend or stop work where continuing would be unsafe, unlawful, or likely to cause damage. If a job becomes materially different from the description given at the time of booking, or if circumstances on-site create an unacceptable risk, we may revise the quote, pause the work, or decline to proceed. In those circumstances, charges may still apply for time spent and resources used.

8. Complaints, Claims, and Time Limits

If you believe that damage, loss, or another problem has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the service. Claims should include enough detail to allow investigation, such as the date, nature of the issue, and relevant photographs where available. We may require the damaged item to be retained for inspection.

You must take reasonable steps to minimise any loss. Failure to do so may reduce the amount recoverable. We will not be liable for claims that are not supported by evidence of our fault or where the issue was caused by the customer’s instructions, inadequate preparation, or matters outside our control. Any settlement we offer will be made without admission of liability unless we state otherwise.

For business customers, any claim relating to the service must be brought promptly and no later than the period permitted by applicable law. For consumer customers, nothing in these terms limits statutory rights. If any dispute cannot be resolved informally, both parties agree to try to resolve it in a fair and proportionate manner before commencing formal proceedings.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. If you are resident elsewhere in the United Kingdom, mandatory consumer protections of your local jurisdiction may still apply where required by law. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where the law requires otherwise.

If any dispute arises, the parties should first attempt to resolve it through direct communication and reasonable negotiation. Nothing in these terms prevents either party from seeking urgent injunctive relief or using any alternative dispute resolution process if appropriate. These legal provisions apply to the full extent permitted by law and are intended to support clarity, predictability, and fair dealing.

By confirming a booking with Man With Van Hampstead, you acknowledge that you have read, understood, and accepted these Terms and Conditions. They are designed to protect both the customer and the service provider, while ensuring that each move is handled with professionalism, transparency, and care.