Terms and Conditions for Man And A Van Kensington
These Terms and Conditions set out the basis on which Man And A Van Kensington provides removal, transport, delivery, loading, unloading, and related moving services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to create a clear understanding between the customer and the service provider, covering the booking process, pricing, payments, cancellation rules, liability, waste handling, and the legal framework that applies to the service.
In these Terms and Conditions, references to “we,” “us,” or “our” mean the service provider operating under the name Man And A Van Kensington. References to “you” or “the customer” mean the individual, company, or organisation booking the service. Where a booking is made on behalf of another person, the person placing the booking confirms that they have authority to accept these terms for all parties involved. These terms apply whether the job is a small domestic move, furniture transport, single-item collection, office relocation assistance, or another agreed van service.
We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will generally apply to that service, unless a later written agreement states otherwise. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No waiver of any term will be treated as a continuing waiver unless confirmed in writing.
1. Booking Process
To arrange a booking, the customer must provide accurate information about the items to be moved, collection and delivery details, access conditions, preferred dates, and any special handling requirements. Quotes are based on the information supplied at the time of enquiry. If the details later change, the quotation may be revised to reflect the actual job, including time, vehicle size, staffing, parking, or access needs. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment agreed at the time of booking.
Customers are responsible for ensuring that all items to be moved are disclosed in advance. This includes oversized furniture, fragile items, heavy goods, appliances, and any contents that may require disassembly, wrapping, carrying assistance, or additional manpower. If the collection or delivery point has restricted access, stairs, narrow entrances, no lifts, or parking limitations, the customer must tell us before the booking is confirmed. Failure to do so may result in additional charges, changes to the service, or cancellation if the job cannot be completed safely.
We may refuse or withdraw a booking if the customer provides incomplete, misleading, or inaccurate information, if the job appears unsafe, or if the service requested falls outside the scope of what was agreed. The customer must ensure that any consents, building permissions, parking arrangements, and access permissions needed for the move are in place before the service begins. If permissions are not available, we may be delayed or unable to complete the work, and any resulting costs may be charged to the customer.
Time slots and arrival times are estimates unless we expressly agree a fixed arrival window. We will make reasonable efforts to attend on time, but we cannot guarantee arrival at an exact minute due to traffic, weather, road restrictions, or earlier job overruns. If significant delay occurs, we will aim to notify the customer as soon as reasonably possible. Any agreed collection or delivery date remains subject to operational availability and external conditions beyond our reasonable control.
2. Payments
Prices may be quoted as a fixed fee, an hourly rate, or a combination of both, depending on the nature of the service. The quotation will normally state what is included, such as vehicle use, labour, mileage within an agreed area, loading and unloading, or basic protective measures. Unless stated otherwise, the price does not include congestion fees, parking charges, tolls, storage fees, disposal charges, waiting time, or additional labour caused by changes to the job. Any such extras may be added to the final invoice where applicable.
The customer agrees to pay all charges due for the service in accordance with the agreed payment terms. We may require a deposit or full payment in advance for some bookings, particularly where the date is reserved for a specific slot, where subcontracted resources are needed, or where the job is urgent. Balance payments may be due upon completion of the service unless another arrangement has been agreed in writing. Accepted payment methods will be confirmed at booking or invoicing stage. Late or failed payments may result in additional administration charges and recovery action.
Where the service is charged by the hour, the clock will normally start when the vehicle and team arrive at the collection point or at another agreed start location, and end when the job is completed or the team is released, depending on the service structure agreed. Any waiting time caused by access issues, missing keys, unprepared items, building restrictions, or customer delays may be charged. If the scope of work changes on the day, we may issue a revised invoice to reflect the actual service delivered.
3. Cancellations and Amendments
The customer may cancel or amend a booking, but notice should be given as early as possible. If cancellation is made within a reasonable period before the service date, charges may be limited to any non-recoverable costs already incurred, such as deposit retention, admin costs, or third-party fees. Cancellations close to the booked date may incur a greater charge because we may have reserved vehicle time, labour, and scheduling capacity specifically for that booking.
If the customer needs to change the date, time, address, or scope of the service, we will try to accommodate the request, subject to availability. Changes may affect the price or the expected duration of the job. If the new requirements are materially different from the original booking, we may treat the amendment as a new booking. Any deposit already paid may be transferred at our discretion or adjusted against the revised price.
We reserve the right to cancel or reschedule a booking where circumstances make performance impractical or unsafe, including severe weather, traffic disruption, vehicle breakdown, staff illness, site access problems, or other events beyond our reasonable control. In such cases, we will take reasonable steps to offer an alternative date or time. Our liability for cancellation caused by events outside our control is limited to refunding sums paid for work not carried out, unless otherwise required by law.
4. Liability and Customer Responsibilities
We will take reasonable care when handling goods, moving furniture, and loading or unloading items. However, the customer remains responsible for ensuring that items are suitably packed, protected, and prepared for transport unless packing or wrapping has been expressly included in the service. Fragile goods, antiques, glass, electronics, valuables, and sentimental items should be packed to an appropriate standard before collection. We are not responsible for damage resulting from inadequate packing, inherent defects, or items that are already weakened, unstable, or poorly assembled.
The customer must ensure that items handed over for transport are lawful to carry and do not include dangerous, prohibited, stolen, or undeclared goods. We may decline to move items that present safety risks or are likely to breach applicable law. The customer must also tell us about any item requiring special treatment, such as refrigeration, disconnection, dismantling, upright carriage, or manual handling assistance. If the customer fails to provide essential information, we are not liable for resulting delays, damage, or inability to complete the move as originally intended.
Our liability for loss or damage is limited to direct loss caused by our proven negligence and only to the extent permitted by law. We do not accept liability for indirect or consequential losses, including loss of profit, loss of business, missed appointments, or emotional distress, except where such exclusion is prohibited. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
If a claim arises, the customer must notify us as soon as reasonably practicable and provide sufficient information to identify the issue, including the items affected, the nature of the loss, and any supporting evidence. We may request photographs, receipts, proof of value, or other reasonable documentation. The customer must allow us a reasonable opportunity to inspect the goods or circumstances before repairs, disposal, or replacement are carried out, unless delay would be unreasonable. Failure to notify promptly may affect the ability to assess the claim.
Where liability is established, we may choose to repair, replace, or compensate for the damaged item, subject to the limits of these terms and any applicable insurance arrangements. Any compensation will normally reflect the reasonable value of the item at the time of the incident, taking account of age, condition, and depreciation. We are not responsible for losses caused by the customer’s own negligence, actions of third parties, unavoidable defects, or circumstances outside our control.
5. Waste Regulations and Disposal
If the service includes removal of unwanted items, rubbish clearance, or disposal of waste, the customer agrees that all waste must be described accurately and handled in accordance with applicable UK waste laws. The customer must not present hazardous, clinical, chemical, asbestos-containing, or otherwise regulated waste unless this has been expressly agreed in advance and lawful arrangements are in place. We may refuse to collect items that are unsafe, contaminated, restricted, or likely to breach environmental regulations.
Where we transport waste, we will do so only in line with our legal obligations and any relevant duty of care requirements. Waste must be classified appropriately, and the customer must provide honest information about its nature and origin. If waste transfer notes, permits, or other documentation are required for a particular job, the customer agrees to cooperate with those procedures. Any illegal fly-tipping, unauthorised disposal, or misdescription of waste is strictly prohibited and may be reported to the relevant authorities.
The customer remains responsible for confirming that anything placed for removal is actually intended for disposal. Items left outside, in communal areas, or at the kerb may still be subject to ownership rights, landlord rules, or building restrictions. We do not assume responsibility for waste that is later found to be retained, disputed, or removed without authority. Additional charges may apply if sorting, segregation, loading delays, or special disposal arrangements are required because the waste was not correctly described in advance.
6. Insurance, Access, and Force Majeure
We may hold public liability insurance and other insurance cover appropriate to the services provided, but any insurance protection is subject to the terms, exclusions, and conditions of the relevant policy. Insurance does not replace the customer’s duty to provide accurate information, suitable packing, and lawful access. If the customer wishes to rely on any declared value for high-value goods, this should be discussed before the booking is confirmed. Additional charges or specific conditions may apply for exceptional items.
The customer is responsible for ensuring reasonable access to properties, including parking arrangements, lifts, permits, security entry, and any required site instructions. If access is blocked or delayed, we may charge for additional time, waiting, parking fines caused by inaccurate customer information, or extra handling required to complete the move. The customer must also ensure that someone authorised to make decisions is present or contactable at the relevant times if issues arise during the job.
We shall not be liable for failure or delay in performing any part of the service where the failure is due to events beyond our reasonable control, including but not limited to severe weather, fire, flood, accident, road closures, industrial action, civil disturbance, public authority action, pandemics, or widespread transport disruption. Where force majeure prevents completion of the booking, we will use reasonable efforts to resume or rearrange the service, but we are not responsible for costs or losses caused by the event itself.
7. General Legal Provisions
These Terms and Conditions form the entire agreement between the customer and us in relation to the service, unless modified by a written agreement signed or clearly accepted by both parties. The customer may not assign or transfer the booking without our prior consent. We may assign or subcontract elements of the service where necessary to fulfil the booking, provided that this does not materially reduce the standard of service promised under the agreement.
If any dispute arises, the parties should first seek to resolve it in good faith by discussing the issue and reviewing the facts. If a settlement cannot be reached, the matter may be handled through the courts of England and Wales, subject to any mandatory legal rights available to the customer. The applicable law governing these Terms and Conditions is the law of England and Wales. If the customer is based elsewhere in the UK, these terms will still be interpreted in accordance with the same governing law unless mandatory consumer or statutory rules provide otherwise.
8. Acceptance of Terms
By proceeding with a booking for Man And A Van Kensington, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The customer also confirms that the information provided is complete and accurate to the best of their knowledge, that they have authority to authorise the work, and that they accept responsibility for payment of the agreed charges. These terms are intended to support a fair and professional service while reflecting the practical realities of transport, removals, and waste-related work in the UK.
Nothing in these Terms and Conditions affects the customer’s statutory rights.