Service 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, relocation, transport, and associated services to private and business customers. By making a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Customer means the person, firm, or company requesting services from Man and a Van Kensington.

Services means any removal, man and van, transport, loading, unloading, packing, or related services supplied by Man and a Van Kensington.

Goods means the items that the Customer asks Man and a Van Kensington to move, transport, store, or otherwise handle.

Contract means the agreement between the Customer and Man and a Van Kensington for the provision of the Services, incorporating these Terms and Conditions.

2. Scope of Services

Man and a Van Kensington provides man and van and removal services within Kensington and the wider London area, including local moves, small household and office relocations, and item collection and delivery. The precise scope, timings, and cost of the Services will be agreed with the Customer during the booking process.

Any additional services requested on the day, such as extra stops, additional loading or unloading, or handling of unexpected items, will be subject to availability and may incur additional charges.

3. Booking Process

3.1 Bookings may be made by the Customer through the methods of contact specified by Man and a Van Kensington. A booking is not confirmed until Man and a Van Kensington has accepted it and provided a confirmation.

3.2 At the time of booking, the Customer must provide accurate and complete information, including the collection and delivery addresses, access details, parking availability, number and type of items, approximate volume or size of the load, any fragile or high value items, and any special handling requirements.

3.3 The quotation provided is based on the information supplied by the Customer. If the information is inaccurate or incomplete, Man and a Van Kensington reserves the right to amend the price, adjust the service, or decline to complete part or all of the job.

3.4 Time estimates for arrival and completion are given in good faith but are not guaranteed. Factors such as traffic, weather, road closures, parking difficulties, or unforeseen circumstances may cause delays.

4. Quotations and Pricing

4.1 Quotations are normally provided on an hourly rate or fixed price basis, depending on the nature of the job and the service area. The quotation will specify what is included, such as the number of porters and size of vehicle.

4.2 Unless expressly stated otherwise, quotations do not include the cost of parking, congestion charges, tolls, ferry charges, or other third-party fees. Such charges will be added to the final invoice where applicable.

4.3 If the job takes longer than estimated due to factors beyond the control of Man and a Van Kensington, including but not limited to delayed access, extra items, or waiting time, additional charges will apply according to the prevailing hourly rate.

4.4 All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments

5.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due either in advance or immediately upon completion of the Services.

5.2 Man and a Van Kensington accepts the payment methods specified at the time of booking. The Customer is responsible for ensuring that adequate funds are available and that payment details are valid.

5.3 For longer or higher value jobs, a deposit may be required to secure the booking. Deposits are generally non-refundable unless the cancellation terms in these conditions expressly provide otherwise.

5.4 Where payment is not made when due, Man and a Van Kensington reserves the right to withhold further services, retain Goods until payment is received, and charge interest on overdue sums at a reasonable rate from the due date until payment is made.

6. Cancellations and Amendments

6.1 If the Customer wishes to cancel or amend a booking, they must notify Man and a Van Kensington as soon as possible.

6.2 For cancellations made with sufficient notice before the scheduled start time, Man and a Van Kensington may, at its discretion, refund part or all of any deposit paid. The required notice period and any applicable charges will be confirmed when the booking is made.

6.3 Cancellations made with short notice, or failure of the Customer to be present at the agreed time and place, may result in a cancellation fee up to the full value of the booking to cover the costs and loss of opportunity.

6.4 If the Customer reduces or changes the scope of the work at short notice, Man and a Van Kensington may adjust the price but reserves the right to charge a minimum fee to cover reserved vehicle and labour time.

6.5 Man and a Van Kensington reserves the right to cancel or postpone the Services due to circumstances beyond its control, including but not limited to severe weather, accidents, vehicle breakdown, illness, or safety concerns. In such cases, liability will be limited to a refund of any pre-paid amounts for the affected services, and no further compensation will be due.

7. Customer Obligations

7.1 The Customer is responsible for ensuring that all Goods are properly packed, secured, and ready for transport unless a packing service has been specifically requested and confirmed as part of the booking.

7.2 The Customer must provide safe and adequate access to the premises at both collection and delivery addresses, including clear stairways, corridors, lifts, and entrances.

7.3 The Customer must arrange for suitable parking for the removal vehicle as close as reasonably possible to the property. Any parking restrictions, permits, or fees are the Customer’s responsibility.

7.4 The Customer must be present, or ensure that an authorised representative is present, throughout the loading and unloading process to provide instructions and confirm that all Goods have been collected and delivered.

7.5 The Customer must not request the handling or transport of any prohibited, dangerous, illegal, or unsuitable items, including but not limited to explosives, firearms, drugs, stolen goods, perishable food in poor condition, or items that may cause damage or injury.

8. Restrictions on Goods

8.1 Man and a Van Kensington does not accept responsibility for loss of or damage to valuable items such as jewellery, cash, important documents, artwork, antiques, or items of exceptional value unless specifically agreed in writing prior to the booking.

8.2 Fragile or delicate items, including glass, ceramics, electronics, and musical instruments, should be suitably packed and clearly labelled by the Customer. Man and a Van Kensington may refuse to move any item it reasonably considers to be inadequately protected.

8.3 If the Customer includes in the Goods any items that are hazardous, illegal, or otherwise prohibited, the Customer shall be solely responsible for all resulting loss, damage, fines, or claims, and shall indemnify Man and a Van Kensington against all such consequences.

9. Waste and Disposal Regulations

9.1 Man and a Van Kensington is a removal and transport service and does not operate as a general waste carrier or disposal facility unless expressly agreed and where appropriately licensed.

9.2 The Customer must not use the Services for disposal of household or commercial waste in contravention of local or national waste regulations.

9.3 Where Man and a Van Kensington agrees to remove unwanted items, this will be limited to lawful disposal at authorised facilities. Any associated disposal fees will be charged to the Customer in addition to the standard service charges.

9.4 The Customer is responsible for declaring any items that may be classed as controlled waste or require special handling, such as electrical appliances, mattresses, or construction debris. Man and a Van Kensington reserves the right to refuse removal of such items or charge additional fees where appropriate.

9.5 Fly-tipping, unlawful dumping, or disposal of items in unauthorised locations is strictly prohibited. Man and a Van Kensington will not comply with any request that breaches environmental or waste laws.

10. Liability and Insurance

10.1 Man and a Van Kensington will exercise reasonable care and skill in providing the Services. However, liability for loss of or damage to Goods is limited as set out in this section.

10.2 Man and a Van Kensington will not be liable for loss or damage arising from:

a. Inadequate or improper packing by the Customer.

b. Normal wear and tear, or deterioration resulting from the nature of the Goods.

c. Handling or transport of items where the Customer has been advised they are at their own risk.

d. Electrical or mechanical derangement of appliances or equipment unless there is clear evidence of mishandling.

e. Acts or omissions of the Customer or third parties.

f. Circumstances beyond reasonable control, including but not limited to fire, flood, severe weather, road traffic incidents, or theft.

10.3 Any claim for loss or damage must be notified to Man and a Van Kensington in writing as soon as reasonably possible and in any event within a reasonable time after completion of the Services. The Customer must provide evidence of the loss or damage and reasonable proof of value.

10.4 Where liability is accepted, compensation will be limited to the reasonable cost of repair or replacement of the affected item, subject to an overall cap which may be specified in the quotation or booking confirmation.

10.5 Man and a Van Kensington shall not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or emotional distress arising from delay, loss, or damage.

11. Delays and Access Issues

11.1 Man and a Van Kensington is not responsible for delays caused by factors outside its control, such as traffic congestion, road closures, restrictions due to events, weather conditions, or delays in gaining access to the Customer’s property.

11.2 If delay results from the Customer’s failure to provide accurate information, ensure access, or arrange parking, additional waiting time and associated costs may be charged.

11.3 If access to the property is significantly more difficult than described at the time of booking, such as additional flights of stairs, long carrying distances, or unsuitable vehicle access, Man and a Van Kensington may charge extra to cover the additional work or may reasonably decline to carry out parts of the job.

12. Customer Conduct and Health and Safety

12.1 Man and a Van Kensington reserves the right to refuse or suspend Services where the driver or staff are subject to abusive, aggressive, or unreasonable behaviour, or where their health and safety is at risk.

12.2 The Customer must not ask the staff to perform any task that is unsafe or that falls outside the agreed scope of the Services, such as dismantling structural fixtures or moving items through hazardous areas.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue as soon as possible so that Man and a Van Kensington has an opportunity to address the concern.

13.2 Formal complaints should be submitted in writing, providing details of the booking, the nature of the complaint, and any supporting evidence. Man and a Van Kensington will investigate and respond within a reasonable timeframe.

14. Data Protection and Privacy

14.1 Man and a Van Kensington will handle personal data provided by the Customer in accordance with applicable data protection laws.

14.2 Personal information will be used for the purpose of managing bookings, providing Services, processing payments, and maintaining business records. It may also be used for limited marketing purposes where permitted by law and where the Customer has not opted out.

15. Variation of Terms

15.1 Man and a Van Kensington reserves the right to amend these Terms and Conditions from time to time. Any changes will not affect existing confirmed bookings unless required by law.

15.2 The version of the Terms and Conditions that applies to a specific booking is the version in force at the time the booking is confirmed.

16. Severability

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed severed from the remaining provisions, which will continue in full force and effect.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with the Services or the Contract shall be governed by and construed in accordance with the laws of England and Wales.

17.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions, the Services, or the Contract.

By proceeding with a booking and using the Services of Man and a Van Kensington, the Customer acknowledges acceptance of these Terms and Conditions in full.