Terms and Conditions for Man With Van Kew

These Terms and Conditions set out the basis on which Man With Van Kew provides its moving, transport, and related services within the United Kingdom. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. Please read them carefully before proceeding with any booking. These terms are designed to be fair, clear, and practical, and they apply to domestic and commercial customers unless otherwise agreed in writing.

The words “we”, “us”, and “our” refer to the service provider operating under the Man With Van Kew brand. The words “you” and “your” refer to the customer, client, or person requesting the service. Unless stated otherwise, all references to the service include loading, unloading, transport, and any agreed handling of items, subject to the booking details and any restrictions that may apply.

These terms should be read together with any written quotation, booking confirmation, inventory, or service notes provided before the job begins. If there is any conflict between these Terms and Conditions and a specific written agreement, the written agreement will apply to the extent of the inconsistency. However, nothing in those documents will affect mandatory rights that cannot be excluded under UK law.

1. Booking Process

To arrange a move or transport job, you may request a quotation by providing accurate details about the collection and delivery locations, access conditions, number and type of items, parking limitations, stairs, lifts, and any special handling requirements. A quotation is usually based on the information supplied at the time of enquiry. If the facts change later, the quotation may be adjusted to reflect the actual scope of work.

Bookings are only confirmed when we have accepted your request and, where required, received any deposit or advance payment. Confirmation may be given verbally or in writing, but a booking should be treated as provisional until confirmed by us. Man With Van Kew reserves the right to decline any booking that is unsafe, unlawful, outside the scope of our service, or impossible to carry out with the resources available.

It is your responsibility to ensure that all details supplied are accurate and complete. If you fail to disclose important information, such as restricted access, unusually heavy items, or the need for specialist equipment, we may need to revise the price, change the vehicle or crew, reschedule the service, or cancel the job if it cannot be completed safely. Any additional costs caused by inaccurate or incomplete information may be charged to you.

2. Pricing and Payments

Prices may be fixed, estimated, or hourly depending on the nature of the service. Any estimate is based on the information available at the time and may change if the job takes longer, involves more labour, or requires extra vehicles, materials, waiting time, tolls, parking costs, or disposal charges. Where a fixed price has been agreed, it applies only to the described scope and may be revised if the scope changes.

Payment terms will be set out in the quotation or booking confirmation. Unless otherwise stated, payment is due on completion of the service on the same day. We may require a deposit, partial payment in advance, or full prepayment for some bookings, including busy periods, longer-distance moves, or work requiring special planning. We accept only the payment methods notified at the time of booking, and any bank or card charges imposed by payment providers are your responsibility unless we state otherwise.

If payment is not made when due, we may charge reasonable late payment interest and recovery costs where permitted by law. We may also suspend future services or retain goods only where this is lawful and expressly agreed. Any dispute about the invoice must be raised promptly, with reasons and supporting information. Undisputed amounts must still be paid by the due date.

3. Customer Responsibilities

You must ensure that the goods are ready for collection at the agreed time and that lawful access is available at both collection and delivery points. This includes making arrangements for parking, keys, entry permits, building access, lift reservations, and any permission required from landlords, managing agents, councils, or neighbours. Delays arising from lack of access, waiting time, or the absence of the customer or an authorised representative may be charged.

You are responsible for packing items securely unless packing has been separately agreed. Fragile, valuable, or easily damaged items should be suitably protected, and you should notify us in advance if any item is particularly delicate, oversized, hazardous, or requires special handling. Man With Van Kew may refuse to move items that are unsafe to handle, improperly packed, or contrary to law.

You must also remove or safely disconnect any items that require specialist preparation before transport, such as appliances, electronics, or fixtures, unless this has been expressly included in the booking and can be done lawfully and safely. Any items left in drawers, cabinets, or appliances are carried at your own risk, unless we have agreed in writing to check and secure them before movement.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving notice as soon as possible. Cancellation charges may apply depending on how much notice is given and whether any preparatory work, vehicle allocation, staffing, or third-party costs have already been incurred. The closer the cancellation is to the booking date, the more likely it is that charges will apply.

If you cancel with reasonable notice, we will generally refund any amount paid in advance after deducting any non-recoverable costs already incurred. If you cancel very late, fail to provide access, are not present at the agreed time, or are otherwise unable to proceed, we may treat this as a late cancellation or wasted attendance and charge accordingly. We may also cancel or postpone the service if weather, traffic disruption, vehicle failure, staff illness, or other events beyond our control make it unsafe or impractical to proceed.

We will use reasonable efforts to complete work on time, but arrival and completion times are estimates unless a guaranteed time has been expressly agreed. Delays caused by traffic, road closures, access issues, lift faults, parking restrictions, or customer-related delays are not usually our responsibility. If an unexpected delay occurs, we will aim to keep you informed and, where practical, suggest a revised schedule.

5. Liability and Damage

We will take reasonable care when handling your items and when using our vehicle and equipment. However, the nature of moving and transport work means that some risk of minor scuffs, marks, or incidental wear may exist, especially where items are old, poorly packed, already damaged, or difficult to move. You are advised to inspect your goods before and after the service and to raise any concerns promptly.

Our liability is limited to losses caused by our proven negligence, breach of contract, or failure to use reasonable care and skill. We are not responsible for pre-existing damage, hidden defects, improper packing by you, normal wear and tear, or damage caused by circumstances outside our control. Where liability is established, our liability will be limited, to the extent permitted by law, to the repair, replacement, or reasonable value of the affected item, or to the amount covered by any applicable insurance, whichever is lower, unless mandatory law provides otherwise.

We do not accept liability for loss of profit, loss of business, loss of opportunity, indirect loss, or consequential loss. 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. If you wish to arrange additional insurance cover for high-value goods, you should do so before the service begins.

6. Waste, Disposal, and Environmental Regulations

If the service includes the removal or disposal of waste, it must be agreed in advance and handled in accordance with applicable UK waste laws and environmental rules. You must accurately describe the waste type, quantity, and any special handling requirements. We may refuse to transport, collect, or dispose of hazardous, restricted, or unclassified waste unless we are legally permitted and suitably equipped to do so.

It is your responsibility to ensure that any waste handed over for disposal is lawfully disposed of and that you have the right to transfer it. By requesting disposal services, you confirm that the waste is not contaminated in a way that has not been disclosed, and that it does not include prohibited items unless expressly agreed and lawfully handled. We may ask for additional information or refuse a collection if we believe the waste may breach regulations.

If we arrange disposal at licensed facilities or transfer stations, charges may include landfill, recycling, gate, or handling fees. These costs may vary based on weight, volume, and classification of the waste. Where required, we may keep records of disposal activities, transfer notes, or other documentation. You agree to cooperate with any lawful compliance request, including providing information needed to meet environmental or regulatory obligations.

7. Insurance, Risk, and Storage

Risk in the goods generally passes to you once the goods have been delivered, unless otherwise agreed. If we are required to hold items temporarily during a move, or if we load goods into our vehicle for onward transport, we will take reasonable care in storing and securing them for the duration of our control. However, we are not a long-term storage provider unless that has been separately agreed in writing.

Any temporary holding of goods is subject to available space, vehicle capacity, and practical time limits. We do not accept responsibility for deterioration caused by temperature, humidity, perishable contents, inadequate packing, or inherent defects in the goods. You must notify us of any item that is fragile, perishable, antique, or especially valuable so that appropriate precautions can be considered before the service begins.

Where our vehicle is left at your premises or at a delivery location, you must ensure reasonable safety and prevent unauthorised access. If items are left unattended due to circumstances beyond our control, we will take practical steps to secure them, but our duty remains limited to reasonable care. We strongly recommend that you keep copies of any inventory, photographs, or relevant records for your own protection.

8. Complaints and Claims

If you believe something has gone wrong, you should notify us as soon as reasonably possible. Any claim for loss or damage should include a description of the issue, the relevant item or service affected, and supporting evidence where available. This may include photographs, purchase receipts, repair quotations, or other documents that help us assess the claim fairly.

We may need the opportunity to inspect the item, review the booking notes, or ask further questions before deciding whether any responsibility arises. Failure to allow reasonable inspection or to report a problem promptly may affect the handling of the claim. We will consider all claims in good faith and respond within a reasonable period.

If a dispute cannot be resolved informally, both parties should first attempt to settle the matter through direct discussion and reasonable cooperation. Nothing in this section prevents either party from seeking legal advice or using the courts where appropriate. Any remedies available to you under consumer law remain unaffected by these terms.

9. Force Majeure

We are not liable for failure or delay in performing our obligations where the delay or failure is caused by events beyond our reasonable control. These may include severe weather, fire, flood, accident, road closures, strikes, civil disturbance, acts of government, utility failure, or other unexpected events that make performance impossible, unsafe, or substantially more difficult.

If a force majeure event affects a booking, we may postpone, rearrange, or cancel the service without liability for indirect loss or consequential damages. Where possible, we will contact you to discuss practical alternatives. Any payment already made may be refunded or credited, less any non-recoverable costs already incurred, depending on the circumstances and the work completed up to that point.

We will always aim to act reasonably and minimise disruption. Likewise, you are expected to act reasonably if an unavoidable event affects your own ability to proceed. This cooperative approach helps both parties manage unexpected issues in a fair and proportionate way.

10. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising from 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, unless mandatory law provides otherwise. If you are a consumer resident in another part of the UK, any rights available to you under applicable local law will remain in place where required.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. Any variation to these terms must be agreed in writing, and a quotation or booking note will not alter these terms unless it clearly states that it does so.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Man With Van Kew. These terms are intended to provide a clear framework for a reliable and professional moving service, while protecting both parties and setting out expectations in a transparent manner.