Terms and Conditions
Man with Van Monken Hadley Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Monken Hadley provides removal, delivery and associated services within the United Kingdom. By 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 definitions apply:
Customer means the person or business who requests and pays for the services.
We, us, our means Man with Van Monken Hadley, the provider of the services.
Services means any man and van, removal, collection, delivery, furniture move, or related service provided by us.
Goods means any items, belongings, furniture, boxes, or other property that we are asked to move, transport, or handle.
Booking means a confirmed request for services, whether made online, in writing, or verbally, that we have accepted.
2. Scope of Services
We provide man and van and small to medium removals services, including loading, transportation and unloading of goods. The specific scope of any service, including the number of staff, size of vehicle, collection and delivery addresses, and estimated time, will be agreed at the time of booking.
Our services are primarily intended for domestic and light commercial moves and deliveries. We reserve the right to refuse to carry goods that are unsafe, prohibited, illegal, or unsuitable for transport in our vehicles.
3. Booking Process
3.1 Booking request
The Customer may request a booking by providing full and accurate information about the move or delivery, including:
Collection and delivery addresses.
Dates and preferred times.
Details of property access, such as floors, lifts, parking restrictions or stairs.
An honest and complete list of goods to be moved, including any particularly heavy, fragile, or valuable items.
3.2 Booking confirmation
Your booking is not confirmed until we have accepted it and provided confirmation. Confirmation may be given in writing or verbally, depending on how the booking was made. We may require a deposit or part payment to secure the booking.
3.3 Changes to bookings
Any changes to the booking details must be communicated to us as early as possible. Changes may include date or time amendments, address changes, or significant alterations in the volume or nature of goods. We will try to accommodate changes but cannot guarantee availability. Changes may affect the quoted price.
3.4 Access and parking
The Customer is responsible for ensuring that suitable vehicle access and parking are available at both the collection and delivery locations. If parking permits, visitor vouchers or specific permissions are required, the Customer must arrange these in advance. Additional charges may apply if we incur parking or access related costs, delays or penalties.
4. Quotations and Pricing
4.1 Quotations
Any quotation provided is based on the information supplied by the Customer at the time of enquiry. Quotations may be provided as a fixed price or on an hourly rate basis. We reserve the right to revise the quotation if the information given is incomplete or inaccurate, or if the scope of the job changes.
4.2 Additional charges
Additional charges may apply where:
The volume of goods is greater than originally stated.
Access is more difficult than advised or involves unexpected stairs or long carrying distances.
Waiting time is imposed due to delays not caused by us, such as keys not being available, completion delays, or lack of access.
Extra staff, extra vehicles, or additional journeys are required to complete the job safely.
5. Payments
5.1 Payment methods
Accepted payment methods will be communicated at the time of booking. Payment is generally required on or before the day of service, unless otherwise agreed in writing in advance.
5.2 Deposits
We may request a deposit to secure a booking. Deposits are usually non-refundable, except where we cancel the booking without offering a reasonable alternative.
5.3 Timing of payment
For hourly rate bookings, charges apply from the agreed start time or arrival window until completion of the service. For fixed price bookings, the quoted amount is payable subject to any additional charges arising under these terms.
Payment must be made in full upon completion of the service, unless alternative arrangements have been agreed in advance. We reserve the right to withhold unloading of goods until payment is received in full.
5.4 Overdue payments
If payment is not made when due, we may charge interest on the outstanding amount and recover all reasonable costs incurred in pursuing payment.
6. Cancellations and Rescheduling
6.1 Cancellation by the Customer
If you wish to cancel or reschedule your booking, you must notify us as soon as possible. The following may apply:
Cancellations made more than a reasonable period in advance of the booking date may incur no further charge beyond any non-refundable deposit.
Cancellations made at short notice may be subject to a cancellation fee, which may be a percentage of the quoted price or a minimum call-out fee.
If we arrive at the agreed location and are unable to carry out the service due to circumstances within the Customer's control, we may treat this as a same-day cancellation and charge the full or a substantial proportion of the service fee.
6.2 Cancellation or postponement by us
We will make every reasonable effort to honour confirmed bookings. However, we may cancel or reschedule where:
Conditions are unsafe for staff or vehicle.
Severe weather, traffic incidents, or other events beyond our control prevent us from attending.
There is a failure of the Customer to provide essential information or arrangements, such as correct addresses or access.
In such cases, we will offer an alternative date or time where possible. If we cancel without good reason and no suitable alternative can be agreed, any deposit already paid may be refunded.
7. Customer Responsibilities
The Customer is responsible for:
Ensuring that all goods are packed safely and suitably for transport, unless packing services have been agreed.
Clearly labelling fragile or delicate items and informing us of any items requiring special handling.
Removing or securing any loose parts, shelves, or accessories on furniture or appliances.
Disconnecting all electrical, gas and plumbing connections before our arrival.
Ensuring that any items to be uplifted are lawful to transport and do not breach waste, customs, or safety regulations.
The Customer, or an authorised representative, must be present at both collection and delivery points to provide access, instructions and confirmation. Where the Customer is not present, we will act in good faith based on the provided instructions and are not liable for any misunderstandings arising from absence.
8. Items We Do Not Carry
We do not carry or transport:
Illegal, stolen or prohibited goods.
Explosives, weapons, or hazardous materials, including flammable liquids, gases or chemicals.
Perishable goods requiring temperature control, unless agreed in advance.
Animals or live plants that may be affected by transport conditions.
Any item which, in our reasonable opinion, presents a risk to health, safety, vehicle condition, or other goods.
If such items are loaded without our knowledge, we may remove or dispose of them safely and lawfully, and you will be responsible for any resulting costs or penalties.
9. Waste and Environmental Regulations
We operate in accordance with applicable UK waste and environmental regulations. We are not a general waste disposal service. Where waste removal or disposal is requested, this must be discussed and agreed in advance.
The Customer must not present general household waste, construction rubble, hazardous waste, or fly-tipped materials for collection unless we have explicitly agreed to handle these in line with legal requirements. Any disposal undertaken by us will be at licensed facilities and may incur additional charges.
If the Customer asks us to dispose of goods, the Customer confirms that they have full authority to do so, and that the goods are not subject to any finance, hire, or third-party ownership rights. We may decline to remove or dispose of any goods if we suspect that doing so may breach regulations or third-party rights.
10. Liability and Limitations
10.1 Duty of care
We will exercise reasonable skill and care in handling, loading, transporting, and unloading your goods. However, our liability is limited as set out in this section.
10.2 Exclusions of liability
We are not liable for:
Loss or damage arising from incorrect or inadequate packing by the Customer.
Loss or damage to fragile or delicate items that were not adequately protected, or which are inherently weak.
Loss or damage arising from normal wear and tear, atmospheric or climatic conditions, or inherent defects in the goods.
Loss or damage resulting from acts or omissions of the Customer or any third party.
Loss of earnings, loss of profits, or any indirect or consequential loss.
10.3 Liability for damage to premises
We will take reasonable care to avoid damage to property when carrying out the services. The Customer should protect floors, walls, and fixtures where they consider necessary. We are not liable for minor cosmetic damage such as scuffs or marks that may reasonably occur when moving large items in confined spaces, unless caused by our negligence.
10.4 Maximum liability
To the fullest extent permitted by law, our total liability for loss or damage to goods arising from our negligence or breach of contract is limited to a reasonable amount, taking into account the value of the goods and the price paid for the service. We may decline to carry items of exceptional value unless a separate written agreement is made.
10.5 Reporting loss or damage
Any visible loss or damage to goods or property must be reported to us as soon as reasonably possible, ideally at the time of delivery or within a short period thereafter. We may request evidence such as photographs and a detailed description. Failure to report promptly may affect the ability to investigate and consider any claim.
11. Delays and Events Beyond Our Control
We will use reasonable efforts to adhere to agreed dates and times, but any timeframe given for arrival or completion is an estimate. We are not liable for delays caused by events beyond our reasonable control, including but not limited to traffic conditions, accidents, road closures, severe weather, breakdowns, or delays caused by third parties.
If a delay occurs, we will contact the Customer as soon as reasonably practicable to update on revised timings. Where a delay makes it impractical to complete the job on the same day, we may agree to reschedule, subject to availability.
12. Insurance
We maintain appropriate insurance for our vehicles and public liability in connection with our services. This insurance is subject to the terms, conditions, limitations and exclusions of the relevant policies. The Customer is encouraged to maintain their own contents or business insurance to cover any additional risks or higher value items beyond our standard liability.
13. Complaints
If you are unhappy with any aspect of our service, you should raise the issue with us as soon as possible so that we can attempt to resolve it. We may ask for written details of the issue and any supporting evidence. We will review complaints fairly and aim to respond within a reasonable timeframe.
14. Personal Data
We may collect and process personal information such as your name, address and contact details for the purpose of providing our services, administering bookings, and handling payments and queries. We will handle such personal data in accordance with applicable data protection laws and will not share it unnecessarily with third parties, except where required to provide the service, comply with law, or protect our legitimate interests.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the services, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.
16. General Provisions
16.1 Variation
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 that booking. Continued use of our services following any update indicates your acceptance of the revised terms.
16.2 Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.3 No waiver
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.
16.4 Entire agreement
These Terms and Conditions, together with any written confirmation of your booking and any agreed variations, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings or representations.
