Man And Van Ruislip Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Ruislip provides removals, transport, delivery, collection, and related services to customers. By making a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a fair and clear agreement between the service provider and the customer, covering the booking process, payment arrangements, cancellation rules, liability limits, waste handling requirements, and the legal framework that applies to all work carried out.

For the purposes of these terms, references to “we,” “us,” “our,” and “the company” mean the service provider trading as Man And Van Ruislip. References to “you,” “your,” and “the customer” mean the person, business, or organisation placing the booking or benefiting from the service. These terms apply whether the service involves a single item, several items, household contents, office goods, or other lawful loads that can be transported safely and within the limits of the vehicle and crew assigned.

In some cases, a booking may include additional work such as carrying goods up and down stairs, dismantling or reassembly, waiting time, assisted loading, or handling items that require special care. Any such service is provided only if agreed in advance or accepted on the day where operationally possible. Unless otherwise stated in writing, all services are provided subject to these terms and any quotation, estimate, or booking confirmation issued by us.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request and, where required, received any deposit or advance payment. The customer is responsible for providing accurate information at the time of booking, including the type and quantity of items, access conditions, collection and delivery addresses, parking limitations, property restrictions, and any circumstances that may affect the service. This information is essential because it allows us to assign the correct vehicle, staffing, equipment, and time estimate for the job.

Quotations may be provided as fixed-price or estimated-price arrangements. A fixed price applies only to the specific details supplied by the customer and accepted by us. If the actual service differs materially from the information provided, including the number or size of items, the level of labour required, restricted access, or delays caused by the customer, we reserve the right to revise the price reasonably. A quotation does not guarantee availability until the booking is fully confirmed. We may refuse, cancel, or adjust a booking where there is a safety issue, an illegal request, incomplete information, or a circumstance that would make performance impractical or unlawful.

Customers must ensure that any person making the booking has authority to do so and, where relevant, authority to accept these terms on behalf of a company, landlord, tenant, homeowner, or other principal. If a booking is made on behalf of another person, the person making the booking remains jointly responsible for payment unless we agree otherwise in writing. It is the customer’s responsibility to be ready at the agreed time and to have all items accessible, protected, and properly packed unless packing services have been specifically included.

Payments

Payment terms will be confirmed during booking or in the written quotation. Unless otherwise agreed, payment is due in full on completion of the service. We may require a deposit, card pre-authorisation, or partial advance payment to secure a booking, especially for larger jobs, busy periods, or services involving materials or specialist arrangements. Deposits are generally non-refundable except where we cancel the booking without cause or where mandatory consumer law requires a refund.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods stated at the time of booking. Cash may be accepted only where confirmed in advance. Where payment is made by card or transfer, the customer must ensure sufficient funds are available. If payment is declined, reversed, or delayed, we may suspend further work and recover any costs incurred. Any sums not paid on time may attract reasonable late-payment charges, administration fees, or statutory interest where applicable and permitted by law.

All prices are stated exclusive or inclusive of VAT according to the relevant quotation or invoice. If VAT is chargeable, it will be shown separately where required. Additional costs may arise where the scope changes, the customer requests extra stops, waiting time increases beyond what was agreed, or access issues require additional labour, equipment, or vehicle movement. We will normally seek approval before incurring significant extra charges, but where immediate action is needed to complete the service safely or prevent damage, the customer authorises us to take reasonable steps and charge accordingly.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving reasonable notice. Cancellation charges may apply depending on how much notice is provided, the type of service, and whether costs have already been incurred. If a booking is cancelled after a vehicle has been allocated, staff assigned, or materials purchased, we may charge for those costs and for any lost time reasonably attributable to the cancellation. Where the job is cancelled on arrival, or if we are unable to complete the service because the customer is not present, access is impossible, or the booking details are materially inaccurate, a minimum call-out or wasted journey fee may apply.

If we need to cancel or reschedule due to circumstances beyond our control, including severe weather, traffic disruption, vehicle breakdown, accident, staff illness, safety concerns, or legal restrictions, we will try to notify the customer as soon as reasonably practicable and offer an alternative date or suitable replacement arrangement where possible. We are not liable for losses caused by such unavoidable changes, provided we act reasonably and in good faith. Customers should ensure that time-sensitive moves are arranged with sufficient flexibility to allow for normal operational delays.

Customer Obligations

The customer must ensure that the items being moved are lawful to transport, properly declared, and not subject to any restriction, seizure, or legal prohibition. Dangerous, flammable, explosive, toxic, corrosive, or otherwise hazardous goods must not be included unless we have expressly agreed in writing and confirmed that we are equipped and permitted to handle them. The customer must remove or secure loose contents, disconnect appliances where required unless agreed otherwise, and protect fragile items appropriately. We are not responsible for damage caused by poor packing, unstable stacking, hidden defects, or unsuitable item condition.

Customers must also ensure that access routes are safe and that parking or loading arrangements are lawful and available for the duration of the service. Any permits, permissions, or resident authorisations needed for loading or unloading must be arranged by the customer unless we have expressly agreed to manage them. Where items are collected from or delivered to a building with limited access, the customer must provide accurate information about stairs, lifts, distance from vehicle to entrance, and any obstructions. If the details supplied are incomplete or inaccurate, additional charges may apply and timing estimates may change.

Liability and Damage

We will use reasonable care and skill in carrying out the service. However, our liability is limited to losses directly caused by our proven negligence, breach of contract, or failure to exercise reasonable skill and care. We are not responsible for indirect losses, loss of profit, loss of business, loss of opportunity, emotional distress, or consequential damage that is not reasonably foreseeable. 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 legally be excluded.

If damage occurs and is alleged to have been caused by us, the customer must notify us promptly and allow us a reasonable opportunity to inspect the issue and investigate the circumstances. Claims should be supported with photographs, a description of the damage, and evidence of the affected item’s age and value. Where we accept liability, our remedy may be repair, replacement, or a reasonable cash settlement, at our discretion, subject to applicable law. Our liability for any single item or group of related items will not exceed the lower of the actual repair or replacement cost and the fair market value at the time of the service, unless mandatory law requires otherwise.

We are not liable for pre-existing damage, wear and tear, concealed defects, manufacturer faults, or damage arising from items that are inadequately packed, overloaded, or improperly secured by the customer. We are also not liable for damage caused by lifting bulky items through narrow spaces where the customer has requested that the item be moved despite obvious difficulty, provided the risks were explained or reasonably apparent. Where the customer asks us to proceed against our recommendation, that request may be treated as acceptance of the known risks, subject always to our duty to act reasonably and safely.

Waste, Disposal, and Regulations

If the service includes the removal, collection, or disposal of unwanted items, all such waste handling will be carried out in accordance with applicable UK waste legislation, duty of care obligations, and local authority or licensed facility requirements. We will only transport waste that we are lawfully permitted to carry and dispose of. The customer must accurately describe any waste materials in advance and must not include prohibited, hazardous, clinical, asbestos-related, chemical, or other controlled materials unless we have agreed in writing and confirmed lawful handling arrangements.

The customer remains responsible for declaring whether items are waste or reusable goods and for ensuring that any mixed loads are lawful. We may refuse to collect items that appear to be contaminated, dangerous, improperly bagged, or not described honestly. If waste is presented as ordinary household items but is later found to contain hazardous or restricted material, the customer may be charged for any additional handling, compliance steps, disposal costs, penalties, or returns to site that become necessary. We may ask for proof of origin, documentation, or additional information where required to comply with legal obligations.

Where we arrange disposal, we may use licensed waste transfer stations, recycling centres, or other authorised facilities. We may separate, sort, or recycle materials where commercially and operationally appropriate. Any waste transfer note, receipt, or similar record will be retained or produced as required by law. The customer acknowledges that fly-tipping, unlawful dumping, and improper disposal are serious offences and that we will not participate in any activity that would breach the Environmental Protection Act, waste carrier rules, or related regulations. If we suspect unlawful conduct, we may refuse the load and notify the relevant authorities where required.

Delays, Force Majeure, and Service Interruptions

We will endeavour to complete the service within the agreed time frame, but times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, road closures, weather, mechanical failure, access problems, or events outside our control. We are not liable for delay or non-performance caused by force majeure events, including natural disasters, strikes, government action, public emergencies, transport disruption, or other circumstances beyond reasonable control. In such cases, our obligations are suspended for the duration of the event and we may rearrange the service on a mutually convenient date.

Where a delay is caused by the customer, such as failure to provide access, failure to complete packing, waiting for keys, or not being available to authorise decisions, we may charge waiting time or additional labour at the agreed rate. If a delay makes the original schedule impossible to maintain, we may reallocate resources to other bookings and complete the job later or on another date. Reasonable cooperation from the customer is essential for efficient completion of the work.

Complaints and Disputes

If the customer is dissatisfied with any aspect of the service, they should raise the issue promptly so that we can investigate and, where appropriate, take remedial action. Delayed complaints may be harder to verify and may reduce the practical options available for resolution. We encourage the customer to provide clear details of the issue, supporting documents, and any photographs relevant to the matter. Our aim is to handle concerns fairly, proportionately, and in a timely manner.

Where a dispute cannot be resolved informally, both parties agree to first attempt to settle the matter through good-faith negotiation. Nothing in these terms prevents either party from seeking advice from an independent legal professional, consumer body, or dispute-resolution service. However, the parties agree to keep discussions respectful and to continue complying with undisputed obligations, including payment of sums properly due.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or relating to the services, unless mandatory law provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and that they accept responsibility for complying with the obligations described above. These terms may be updated from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply unless a later change is required by law or expressly agreed by both parties.