Terms and Conditions for Man And Van Coventgarden
These Terms and Conditions set out the basis on which Man And Van Coventgarden provides removal, delivery, collection, transport, loading, unloading, and related moving services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to be fair, clear, and consistent with UK consumer law and transport requirements. These conditions apply whether the service is arranged for a single item, a partial load, a full van move, or a scheduled series of collection and delivery tasks. They should be read carefully before confirming any booking, as they form the contract between the customer and the service provider.
The words “we”, “us”, and “our” refer to the service provider operating under the Man And Van Coventgarden name. The words “you” and “your” refer to the customer, whether acting as an individual, sole trader, company, landlord, tenant, estate agent, or other authorised representative. Any special instructions, quotations, inventory notes, or agreed amendments must be confirmed in writing or recorded in the booking process to avoid misunderstanding. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
Booking confirmations may be made by telephone, email, online enquiry, or another agreed method. However, no service is guaranteed until we have confirmed the booking and, where required, received a deposit or full payment. A booking is deemed accepted only when we issue a written or electronic confirmation stating the date, approximate time window, service type, and any known charges or conditions. Customers are responsible for ensuring that all information supplied at the time of booking is accurate, including access details, item sizes, floors, parking restrictions, and any special handling requirements.
Booking process begins when the customer provides a clear description of the work required. This should include the collection and delivery addresses, the number and type of items, access conditions, and whether help with packing, dismantling, reassembly, or waiting time may be needed. We may provide an estimate based on the information supplied, but if the actual circumstances differ from those described, the price and timing may need to be revised. The customer must obtain any permissions needed for access, including building management approval, parking permission, lift bookings, or property entry arrangements. If the customer is not present, an authorised person must be available to provide instructions.
We reserve the right to refuse or reschedule a booking if the service requested is unsafe, unlawful, impossible within the agreed vehicle capacity, or materially different from the original description. The customer must ensure that all items are ready for collection at the agreed time unless a separate packing service has been arranged. If delays occur because the property is inaccessible, the goods are not ready, or information was incomplete, additional waiting time or a revised charge may apply. We may also request identification or proof of authority where the booking involves access to rented property, storage facilities, offices, or third-party premises.
Service scope is limited to the tasks agreed at the point of booking. Unless expressly included, our service does not cover specialist lifting equipment, dismantling of fitted items, electrical disconnection, plumbing disconnection, or the movement of hazardous or prohibited goods. Any item requiring careful handling should be disclosed in advance, particularly fragile, high-value, antique, heavy, awkward, or oversized goods. We aim to carry out each job with reasonable care and skill, but the customer remains responsible for packaging and securing items unless our packing service has been contracted separately and confirmed.
Payments must be made in the manner stated on the booking confirmation or invoice. Unless otherwise agreed, charges may be based on an hourly rate, a fixed quotation, or a combination of both. Estimates are based on the details provided and may change if the scope of work, waiting time, access difficulty, mileage, or number of staff required differs from the original description. Unless a quotation is expressly stated to be fixed, it should be treated as an estimate only. Any additional charges will be explained where reasonably possible before they are incurred.
We may require a deposit to secure a booking, especially for larger jobs, weekend work, urgent requests, or appointments involving multiple personnel or vehicles. Deposits may be non-refundable in some circumstances, particularly where we have reserved time, staff, and resources and the customer later cancels without sufficient notice. Full payment is normally due upon completion of the service unless otherwise agreed in writing. Late payment may result in recovery action, and the customer may be liable for reasonable costs incurred in pursuing overdue sums, including administration charges and lawful interest where applicable.
Invoices must be paid in full without set-off or deduction unless required by law. If a customer believes there is an error in an invoice, they must raise the matter promptly and provide supporting information. We may suspend future work, withhold further services, or require advance payment where previous invoices remain unpaid. Any promotional pricing, discount, or special rate is valid only for the period and conditions stated and may be withdrawn if the customer changes the booking details or requests additional services not included in the original offer.
Cancellations, Rescheduling, and Delays
Cancellations should be made as early as possible. If a customer cancels a booking, the amount refunded, if any, will depend on the notice given and the costs already incurred. Where a booking is cancelled within a short period before the scheduled start time, or where the vehicle and crew have already been dispatched, a cancellation fee may apply. If a deposit has been taken, part or all of it may be retained to cover administrative costs, reserved capacity, and lost opportunity. Rescheduling may be possible subject to availability and may be treated as a cancellation and rebooking if substantial changes are made.
We may cancel or postpone a booking due to circumstances beyond our reasonable control, including severe traffic disruption, adverse weather, vehicle breakdown, staff illness, accidents, road closures, property access issues, or events that make performance unsafe or impracticable. In such cases, we will use reasonable efforts to rearrange the service for an alternative time. Our liability for cancellation caused by force majeure or similar events is limited to refunding any payment for services not performed, excluding consequential losses. We are not liable for missed deadlines, business interruption, or indirect costs arising from a delay outside our control.
Liability and Customer Responsibilities
The customer is responsible for ensuring that goods are properly packed, labelled, and prepared for transport unless packing has been agreed as part of the service. Items should be emptied where appropriate, and loose contents secured. We accept no liability for damage caused by inadequate packing, pre-existing defects, hidden structural weakness, unsuitable containers, or the movement of items that are inherently fragile or unstable. The customer should notify us of any item of unusual weight, value, fragility, or handling risk before the job begins.
Our staff will take reasonable care when loading, transporting, and unloading goods. However, except where caused by our negligence or wilful misconduct, we are not responsible for minor cosmetic marks, scuffs, or wear that can occur during normal handling and transit. Where a claim is made, the customer must provide prompt written notice and, where possible, photographic evidence and a description of the alleged loss or damage. We may require the damaged item to be retained for inspection and may ask for proof of purchase, replacement value, or repair estimate before assessing a claim.
To the fullest extent permitted by law, we shall not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, loss of income, or business interruption arising out of the service. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. Any liability that is not excluded will be limited to the lesser of the total charges paid for the relevant service or the amount recoverable under our applicable insurance, if any.
Waste, Disposal, and Regulatory Compliance
Where the service includes removal of unwanted items, waste, packaging, or furniture for disposal, the customer must accurately describe the materials in advance. We will only handle waste in a lawful manner and in accordance with UK waste management requirements. Customers must not present prohibited, hazardous, or controlled waste without prior written agreement. These include, for example, asbestos, medical waste, chemicals, gas cylinders, oils, batteries, flammable materials, pressurised containers, and items contaminated by dangerous substances. If such materials are discovered unexpectedly, we may refuse collection or charge for additional compliance measures where permitted by law.
It is the customer’s responsibility to ensure that any waste handed over for removal is owned by them or that they have lawful authority to transfer it. Under UK regulations, waste must be transferred only to authorised persons and disposed of at licensed facilities. We may issue or require transfer documentation where appropriate, and the customer agrees to provide accurate information about the nature and source of the waste. If the customer misdescribes waste or conceals hazardous materials, they may be responsible for any fines, penalties, cleanup costs, or enforcement action resulting from that breach.
We may decline to collect waste that does not meet legal, safety, or operational requirements. If a job involves recycling, bulky waste removal, or clearance from a property, the customer remains responsible for ensuring that any items intended for reuse, donation, or disposal are separated clearly. We do not guarantee that any item will be recycled, reused, or disposed of in a particular way unless expressly agreed in writing. All waste services are provided subject to the customer’s compliance with applicable laws and any instructions necessary for lawful handling.
Property Access, Parking, and Site Conditions
Customers must make suitable arrangements for parking, loading access, lift use, and entry at both collection and delivery addresses. Any parking permits, bay reservations, access codes, or gate instructions must be provided in advance. If parking fines, clamp releases, towing charges, or access penalties arise because the customer failed to make the necessary arrangements or gave incorrect information, the customer shall reimburse those costs where lawful. The customer must also ensure that pathways, stairwells, and access points are reasonably clear and safe for moving items.
We are entitled to suspend work if conditions at the property create a risk to health, safety, or property, or if the customer requests handling that we consider unsafe or outside the agreed service. We may request that the customer or their representative be present to confirm item selection, placement, or delivery instructions. If no one is available to provide access or sign off completion, we may leave goods at a mutually acceptable location only if this can be done safely and lawfully. Any such decision is taken at our discretion and without admission of liability for resulting loss or delay.
Claims, Complaints, and Insurance
Any complaint about service quality, loss, or damage should be reported as soon as reasonably possible after the event. The customer must allow us a fair opportunity to investigate the matter, including inspecting items, reviewing booking records, and speaking with staff involved in the job. Claims submitted long after the service may be harder to assess and may be refused if the delay prevents proper investigation. We encourage customers to note any visible damage immediately on completion of the job if possible.
If an item is lost or damaged due to our proven negligence, we may choose to repair, replace, or compensate for the item, subject to these terms and any applicable insurance arrangements. Our assessment will take into account the age, condition, and market value of the item, not simply the original purchase price. We are not liable for pre-existing defects, deterioration, or damage caused by third parties, weather, or the customer’s own instructions. The customer remains responsible for arranging additional insurance if the items being moved are particularly valuable or irreplaceable.
We do not provide legal, financial, or valuation advice. Customers transporting high-value goods, fine art, confidential files, or specialist equipment should consider whether extra protection or separate insurance is necessary. If the customer asks us to place items in storage, we do not guarantee the conditions of any third-party storage provider unless specifically stated in writing. Our obligations end when the service agreed in the booking has been completed, subject to any valid outstanding claim properly raised under these terms.
General Provisions and Governing Law
These terms may be updated from time to time to reflect changes in law, operational practice, or service requirements. The version in force at the time of booking will apply to that booking unless a change is required by law. No variation of these terms is valid unless agreed by us in writing. If we choose not to enforce a provision on one occasion, that does not waive our right to enforce it later. Headings are for convenience only and do not affect interpretation.
Each booking is a separate contract, and the invalidity of one part of these terms does not affect the remainder. The customer may not assign or transfer their rights without our written consent, although we may assign our rights to a lawful successor or service partner in connection with business operations. These terms constitute the entire agreement between the parties in relation to the services booked, replacing any prior oral or written statements except where expressly incorporated. No person other than the parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, the booking, payment, cancellation, liability, waste handling, or interpretation of these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By confirming a booking with Man And Van Coventgarden, the customer acknowledges that they have read, understood, and accepted these terms as the basis of the service contract.
Man And Van Coventgarden is committed to operating in a lawful, careful, and transparent manner. Customers are encouraged to review all booking details, disclose relevant information fully, and cooperate with reasonable requests made for safety, access, and compliance. Where the terms refer to “reasonable” efforts, charges, or notice, the meaning will be assessed in the context of the specific booking, the available information, and the practical circumstances at the time of service.