Terms and Conditions for Man And Van Hendon
These Terms and Conditions set out the basis on which Man and Van Hendon, referred to in this document as the Company, provides domestic and commercial moving, transport, collection, and related handling services within the United Kingdom. By making a booking, confirming an order, or allowing the Company to commence work, the customer agrees to be bound by these terms. If the customer does not accept any part of these terms, they should not proceed with the booking.
For the purposes of this agreement, the words customer, you, and your refer to the person, business, or organisation requesting the services. The words we, us, and our refer to the Company. These terms apply to all standard removals, man and van transport, loading and unloading, furniture handling, item collection, and any associated services agreed in writing, by telephone, by email, or through any booking method used by the Company.
The Company reserves the right to amend these terms from time to time. Any updated version will apply to future bookings and, where appropriate, to ongoing work if required by law or operational necessity. It is your responsibility to review the terms before confirming a booking. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.
1. Booking Process
All bookings are subject to availability and are not confirmed until the Company has accepted the request. A quotation may be based on information provided by the customer, including access details, volume of goods, vehicle requirements, number of staff, timing, and any special handling needs. If the information supplied is incomplete or inaccurate, the Company may revise the quotation, alter the service plan, or cancel the booking where necessary.
When a booking is made, the customer must ensure that all relevant details are accurate and complete. This includes collection and delivery addresses, parking or access restrictions, floor levels, lift availability, item descriptions, dismantling or reassembly requirements, and any hazardous or unusually heavy items. Failure to disclose material information may affect the price, timing, and suitability of the service. The Company may refuse to transport goods that are unsafe, prohibited, illegal, or unsuitable for carriage.
The customer is responsible for being ready at the agreed time and location. If access is delayed, goods are not prepared, or additional waiting time is required, the Company may charge for the extra time, labour, or vehicle use. Any request to alter the booking after confirmation is subject to availability and may result in a revised price. The Company is not obliged to accept changes that materially affect the original arrangement.
2. Payments
Unless otherwise agreed in writing, payment is due in full on or before completion of the service. The Company may require a deposit, part-payment, or pre-authorisation for certain bookings, including large moves, urgent work, or services involving specialist handling. Any deposit paid is applied against the final invoice unless stated otherwise. Prices quoted may be estimates where the full scope of work is not known in advance.
If the actual job differs from the original description, for example because of additional items, extra stairs, longer loading times, waiting, failed access, parking complications, or the need for additional labour or vehicles, the Company may increase the charge accordingly. The customer agrees to pay all reasonably incurred extra costs arising from changes or incomplete information. Unless stated otherwise, prices are exclusive of any bank charges, card fees, or late-payment costs permitted by law.
Invoices must be paid by the due date stated on the invoice or, if no date is stated, immediately upon completion. The Company may suspend or withhold further services until outstanding sums are paid. If payment is not made on time, the Company may charge statutory interest and recovery costs in accordance with applicable law. Title to any goods handled does not pass to the Company, but any right to withhold services for non-payment remains reserved.
3. Cancellations and Amendments
Cancellation requests must be made as soon as possible. If the customer cancels a booking, the Company may retain all or part of any deposit to cover administration, reserved capacity, lost scheduling opportunities, and preparatory costs. If cancellation occurs at short notice, further charges may apply depending on the resources already allocated. The closer the cancellation is to the scheduled service time, the more likely it is that a charge will be applied.
If the Company must cancel or reschedule due to circumstances beyond its reasonable control, including severe traffic disruption, adverse weather, vehicle breakdown, staff absence, road restrictions, or events affecting safe operation, the Company will use reasonable efforts to arrange an alternative time. The Company will not be liable for indirect losses caused by such changes. Where a refund is due, it will normally be limited to the amount paid for the affected service and processed within a reasonable time.
The customer may request amendments to the date, time, vehicle size, labour requirement, or scope of the service. However, the Company does not guarantee that changes can be accommodated. Any approved amendment may lead to a revised quotation. If the customer fails to attend, cannot provide access, or refuses the service once the Company has arrived and is ready to proceed, the booking may be treated as a late cancellation.
4. Customer Responsibilities
The customer must ensure that goods are properly packed, secured, and suitable for transport unless the Company has agreed in writing to provide packing or preparation services. Fragile items should be protected adequately. The customer should remove or disclose valuables, personal data, cash, jewellery, confidential documents, and portable electronics before the service begins. The Company is not responsible for loss caused by the customer’s failure to do so.
The customer must also ensure that all items handed over are lawfully owned or lawfully possessed and that their transport does not breach any contract, regulation, or court order. The Company may request evidence of ownership or authority where reasonably necessary. If a customer asks the Company to move an item that appears dangerous, contaminated, unstable, or unsuitable for carriage, the Company may decline without liability.
5. Liability and Insurance
The Company will exercise reasonable skill and care in providing the services. However, because removals and transport often involve risks outside our control, liability is limited as set out in these terms. 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 under UK law.
Subject to the above, the Company shall not be liable for loss or damage arising from matters beyond its reasonable control, including defective packaging, pre-existing damage, hidden weakness in furniture or property, unavoidable access difficulties, road incidents, weather-related disruption, or the inherent nature of the item moved. Where the customer has packed items themselves, the Company will not be responsible for breakage resulting from inadequate packing.
The Company’s liability for direct loss or damage to goods caused by its proven negligence is limited to the lower of the repair cost, replacement cost, or a reasonable market value assessment, and may be subject to any applicable insurance limits. The Company does not accept liability for indirect, special, or consequential loss, including loss of profit, loss of use, missed appointments, emotional distress, or business interruption, except where such exclusion is prohibited by law.
6. Access, Delays, and Waiting Time
The customer is responsible for ensuring lawful and practical access to the collection and delivery locations. This includes arranging parking permissions where necessary, ensuring gates or entry points are open, and confirming that lifts, stairways, and hallways can safely accommodate the move. If the crew cannot access the property or complete the work as planned, additional charges may apply or the service may be deemed cancelled by the customer.
Waiting time caused by the customer, third parties, or site conditions may be charged at the Company’s standard rate. Where the Company is delayed by factors outside its control, completion times are estimates only and are not guaranteed. The Company will use reasonable efforts to keep the customer informed of significant delays, but it is not liable for losses resulting from traffic conditions, road closures, or other operational interruptions.
7. Waste Regulations and Prohibited Materials
The Company operates in accordance with relevant UK waste and environmental requirements. Where the service involves removal of unwanted items, rubbish, or mixed waste, the customer must clearly identify what is to be removed and must not include hazardous, regulated, or prohibited materials unless the Company has expressly agreed in writing and has the lawful authority to handle them. The customer remains responsible for accurate description of any waste.
The Company may refuse to transport or dispose of items that are classified as hazardous, including but not limited to chemicals, oils, solvents, asbestos, clinical waste, gas cylinders, batteries, pressurised containers, flammable substances, and electrical items containing restricted components, unless suitable lawful arrangements have been made. If prohibited materials are discovered after collection has started, the Company may stop work, segregate items, and charge additional costs incurred. Any unlawful disposal request will be rejected.
Where waste removal is arranged, the customer agrees that the Company may transfer waste only to lawful facilities or authorised recipients in accordance with applicable regulations. The customer must not ask the Company to dump, conceal, or otherwise unlawfully dispose of any material. If the customer provides misleading information about waste type, volume, or handling requirements, the customer will be liable for resulting costs, penalties, claims, or enforcement action arising from that misinformation.
8. Force Majeure
The Company shall not be liable for delay, failure, or disruption caused by events beyond its reasonable control, including but not limited to natural disasters, fire, flood, extreme weather, strikes, civil disturbance, war, terrorism, government action, infrastructure failure, or widespread transport disruption. In such circumstances, performance may be suspended, rescheduled, or cancelled without liability for consequential losses.
If a force majeure event affects a booking, the Company will, where practicable, contact the customer to discuss a revised arrangement. Any money already paid may be refunded in part or in full depending on work completed and unavoidable costs incurred. The Company’s obligation is limited to using reasonable endeavours to minimise disruption.
9. Complaints
If the customer is dissatisfied with any aspect of the service, they should notify the Company as soon as reasonably possible and provide sufficient detail to allow the issue to be reviewed. The customer should take reasonable steps to protect any affected item from further damage. Failure to report an issue promptly may make it more difficult to investigate and may affect any claim.
The Company may request photographs, receipts, repair estimates, or other evidence relevant to the complaint. Where a valid claim is established, the Company may choose, at its discretion and subject to law, to repair the item, reimburse a reasonable amount, or offer another appropriate remedy. This does not affect any statutory rights that cannot be excluded.
10. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, subject to any mandatory consumer rights or other legal provisions that apply.
11. General Provisions
Nothing in these terms creates a partnership, agency, or employment relationship between the customer and the Company. The Company may assign or subcontract any part of the service to qualified third parties, provided that this does not materially reduce the standard of service. The customer may not transfer any rights or obligations under these terms without the Company’s written consent.
The headings in this document are provided for convenience only and do not affect interpretation. Any failure by the Company to enforce a right or remedy on one occasion does not waive that right or remedy on any other occasion. These terms, together with any written quotation or booking confirmation, constitute the entire agreement between the parties in relation to the relevant service.
By proceeding with a booking for Man and Van Hendon, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The customer also confirms that they have authority to enter into the agreement on behalf of any other person or organisation involved in the booking and that all information supplied is true, accurate, and complete to the best of their knowledge.
These terms are intended to provide a fair framework for safe and efficient moving services. The Company may update operational practices from time to time, but any change will be applied in a manner consistent with law and with the customer’s confirmed booking details. Where a matter is not expressly covered, the Company will act reasonably and in good faith in accordance with normal industry practice.