Terms and Conditions
Man with Van Falconwood Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Falconwood provides transport, removal, delivery, and related services. By making a booking, using our services, or allowing work to commence, you agree to be bound by these Terms and Conditions. If you do not agree, you must not use our services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual or business who requests and pays for the services.
We, us, our means Man with Van Falconwood as the provider of removal and transport services.
Services means any man and van, removal, transport, delivery, loading, unloading, packing, or related work we agree to undertake.
Goods means any items, furniture, belongings, equipment, or materials that we are asked to transport or handle.
Waste means any items that the Customer intends to dispose of, including household, garden, construction, and commercial waste.
2. Scope of Services
We provide man and van and removal services for domestic and commercial customers, including collection, transport, and delivery of Goods within our operating area and to other agreed locations. The exact nature of the Services will be set out and confirmed at the time of booking.
We reserve the right to refuse to handle or transport any Goods that, in our reasonable opinion, are unsafe, illegal, inadequately packed, excessively heavy, or otherwise unsuitable for transport in our vehicle.
3. Booking Process
3.1 Booking requests may be made by the Customer through our accepted contact methods. A booking is only confirmed when we have clearly accepted it and provided a booking confirmation.
3.2 At the time of booking, the Customer must provide accurate information, including:
a. Full collection and delivery addresses and any access restrictions.
b. Details of the type and quantity of Goods.
c. Information about heavy, bulky, fragile, or high-value items.
d. Any special requirements, such as timing, additional stops, or packing assistance.
3.3 Any quotation is based on the information supplied by the Customer at the time of enquiry. If the information provided is incomplete or inaccurate, or if additional work is required on the day, we may adjust the price to reflect the actual Services provided.
3.4 Quotations may be provided as a fixed price or on an hourly rate, as specified in the booking confirmation. Fixed prices are based on agreed parameters and may be reviewed if those parameters change.
4. Access, Loading, and Customer Responsibilities
4.1 The Customer is responsible for ensuring suitable access at both collection and delivery addresses. This includes parking arrangements, permits where required, and safe access to the premises.
4.2 If parking is restricted, metered, or requires permits, the Customer must arrange this in advance or accept that any penalties, charges, or fines incurred will be added to the final invoice.
4.3 The Customer must ensure that Goods are properly packed and prepared for transport unless we have agreed to provide packing services. Fragile items should be clearly marked and adequately protected.
4.4 The Customer, or a representative authorised by the Customer, should be present at collection and delivery locations to guide the loading, unloading, and placement of Goods. If no representative is present, we will unload the Goods in a reasonable manner and location, and our responsibility will end at that point.
4.5 It is the Customer's responsibility to ensure that furniture and large items can be moved safely through doors, staircases, lifts, and corridors. We are not responsible for damage arising where items must be forced or manoeuvred through tight spaces at the Customer's request.
5. Payments and Charges
5.1 Charges will be calculated in accordance with the quotation or the agreed hourly rate. Additional charges may apply for waiting time, delays caused by the Customer, extra mileage, parking costs, tolls, and congestion charges.
5.2 We may require a deposit to secure the booking. The amount and due date of any deposit will be confirmed at the time of booking.
5.3 Unless otherwise agreed in writing, payment for the Services is due on completion of the job, on the same day as the service is provided. We reserve the right not to unload the Goods until payment is received in full, where this is legally permissible.
5.4 Accepted payment methods will be agreed at the time of booking. The Customer is responsible for ensuring that sufficient funds are available to meet the agreed charges.
5.5 Where we have agreed to invoice a business Customer, payment terms will be stated on the invoice. Late payment may incur interest and reasonable recovery costs in accordance with applicable law.
6. Cancellations and Amendments
6.1 If the Customer wishes to cancel or amend a booking, they must inform us as soon as possible. The effective date of cancellation is the date on which we receive the Customer's clear notice.
6.2 We reserve the right to apply cancellation charges as follows, unless otherwise agreed:
a. Cancellation more than 48 hours before the scheduled start time: no cancellation fee, and any deposit may be refunded or transferred, at our discretion.
b. Cancellation between 24 and 48 hours before the scheduled start time: a cancellation fee of up to 50 percent of the quoted price or loss of deposit, whichever is greater.
c. Cancellation less than 24 hours before the scheduled start time or failure to be present at the agreed time and address: a cancellation fee of up to 100 percent of the quoted price.
6.3 If the Customer requests significant changes to the booking, such as additional addresses, extra items, or altered timing, we may treat this as a new booking and adjust the price accordingly.
6.4 We reserve the right to cancel or postpone a booking in exceptional circumstances, such as vehicle breakdown, severe weather, safety concerns, or other events beyond our reasonable control. In such cases, we will offer an alternative time or a refund of any deposit paid. We are not liable for any indirect or consequential losses arising from cancellation or delay in these circumstances.
7. Limitations of Liability
7.1 We will take reasonable care in handling, loading, transporting, and unloading the Customer's Goods. However, our liability is subject to the limitations set out in this section.
7.2 We will not be liable for any loss or damage arising from:
a. Goods that were already damaged, worn, faulty, or defective.
b. Insufficient or improper packing by the Customer.
c. Inherent defects in Goods, such as weakness due to age, construction, or materials.
d. Normal wear and tear, scratching, or scuffing that may occur in the ordinary course of moving.
e. Items not disclosed or hidden from view at the time of quotation.
f. Delay or failure caused by traffic, road closures, weather, or events beyond our reasonable control.
7.3 High-value, fragile, or unique items such as antiques, artwork, glass, instruments, or electronic equipment must be declared by the Customer before the booking is confirmed. If they are not declared, we accept no responsibility for loss or damage to such items beyond what is required by law.
7.4 The Customer is strongly advised to maintain their own insurance for Goods in transit, especially for high-value items. Our charges do not include insurance cover for the full replacement value of Goods unless specifically stated in writing.
7.5 Our total liability for any claim arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the lower of the replacement cost of the affected Goods or a reasonable limit consistent with the fee paid for the service, except where liability cannot be limited by law.
7.6 We will not be liable for indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, even if advised of the possibility of such losses.
8. Excluded Goods
8.1 Unless we have agreed in writing, we do not accept responsibility for, and may refuse to carry, the following:
a. Cash, securities, precious metals, jewellery, or valuable documents.
b. Perishable goods, live animals, or plants.
c. Hazardous, explosive, flammable, or illegal items.
d. Gas cylinders, fuel, chemicals, or other dangerous substances.
8.2 If we discover that we are inadvertently carrying prohibited or hazardous items, we may take reasonable steps to remove, isolate, or dispose of them safely. Any costs, fines, or damages arising from such items will be the responsibility of the Customer.
9. Waste Regulations and Disposal
9.1 Where our Services involve the removal or disposal of Waste, we will comply with relevant waste management and environmental regulations applicable to our operations.
9.2 The Customer is responsible for clearly separating items intended for disposal from items to be kept, and for informing us which Goods are Waste.
9.3 We will only remove Waste that we are lawfully allowed to carry and dispose of. We may refuse to take certain types of Waste, including hazardous materials, clinical waste, chemicals, asbestos, or other items restricted by law.
9.4 Disposal charges may apply for Waste removal in addition to our standard transport charges. These charges will reflect tipping fees, labour, and any necessary permits or compliance costs.
9.5 The Customer must not request or encourage the unlawful disposal of Waste, such as fly-tipping or leaving items in unauthorised locations. We will refuse any request that would breach environmental or waste regulations.
10. Customer Obligations and Indemnity
10.1 The Customer must:
a. Provide accurate and complete information when booking.
b. Ensure that the premises are safe for our staff to access.
c. Comply with all legal and regulatory requirements relating to the Goods and any Waste.
d. Obtain any necessary permissions from landlords, building managers, or local authorities.
10.2 The Customer agrees to indemnify us against any claims, losses, damages, costs, or expenses arising from:
a. Their breach of these Terms and Conditions.
b. Damage to third-party property caused by inaccurate instructions or information provided by the Customer.
c. The presence of illegal, prohibited, or hazardous items among the Goods or Waste.
11. Complaints and Claims
11.1 Any visible loss or damage to Goods should be reported to us as soon as reasonably possible, and where practical, noted at the time of delivery.
11.2 All complaints or claims relating to our Services must be submitted without undue delay, together with reasonable evidence such as photographs, receipts, or descriptions of the issue.
11.3 We will investigate any complaint in good faith. Where we are found to be responsible, any settlement will be subject to the limitations of liability set out in these Terms and Conditions and applicable law.
12. Privacy and Data Protection
12.1 We will collect and use personal information from Customers solely for the purpose of providing and administering our Services, handling bookings, payments, and customer communication.
12.2 Personal data will be handled in accordance with applicable data protection laws. We will take reasonable steps to keep such information secure and will not sell or misuse personal data.
13. Variation of Terms
13.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking.
13.2 Any changes that materially affect existing confirmed bookings will be notified to the Customer where reasonably practicable.
14. Severability
14.1 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 removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or the Services we provide.
By confirming a booking or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
