Richmonduponthames Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Richmonduponthames Man And Van provides moving, transport, collection, and related man and van services in the UK. By making a booking, confirming a quotation, or allowing a job to proceed, the customer agrees to these terms. They are written to provide clarity on the booking process, payment arrangements, cancellations, liability, waste handling, and the legal framework that applies to the service.

In these terms, “we,” “us,” and “our” refer to the service provider, and “you” or “the customer” refers to the person or business requesting the service. These terms apply whether the service is for domestic moving, single-item transport, furniture collection, light removals, or related labour. Where a separate written agreement exists, that agreement will apply alongside these terms unless expressly stated otherwise.

Please read these terms carefully before booking. They do not affect your statutory rights as a consumer where such rights apply. We may update these terms from time to time to reflect operational changes, legal requirements, or service improvements. The version in force at the time of booking will apply to that booking unless a later change is required by law.

1. Service Description

We provide man and van removals, transport assistance, loading and unloading support, and similar moving services. The exact scope of work will depend on the quotation, booking details, access conditions, and any agreed extras. Our team may assist with lifting, carrying, and positioning items, subject to safety limits and the suitability of the item, location, and conditions on the day.

Unless specifically agreed in writing, we do not provide specialist services such as electrical disconnection, plumbing, gas work, dismantling of fixed fittings, packing of fragile collections, or storage. We reserve the right to decline any task that is unsafe, unlawful, or outside the agreed service scope. Any additional work requested on the day may be charged separately if it falls within our operational capacity.

All moving services are provided on a best-efforts basis using reasonable skill and care. This means we will work professionally and responsibly, but we cannot guarantee outcomes that depend on factors outside our control, such as parking availability, building access, weather conditions, traffic delays, or the condition of items presented for transport.

2. Booking Process

Bookings are normally made after we receive the job details, including the collection and delivery addresses, preferred date and time, item list, access information, and any special requirements. A quotation may be based on hourly pricing, a fixed fee, or a combination of both. Any estimate given before the job is confirmed is subject to revision if the details supplied were incomplete, inaccurate, or materially changed.

A booking is only confirmed when we have accepted the job and, where required, received any deposit, advance payment, or written acceptance. Verbal discussions, email exchanges, text messages, or online enquiries do not guarantee availability until confirmed by us. The customer is responsible for checking that the booking details are correct, including dates, times, addresses, items, and the level of assistance requested.

It is your responsibility to ensure that the premises are accessible and suitable for the vehicle and personnel attending. This includes arranging parking permissions, lift access, building entry, keys, and any required permits or notices. If access is restricted, delayed, or prevented, additional waiting time, abortive costs, or rebooking fees may apply. We may refuse to continue if conditions become unsafe or significantly different from those described at booking.

3. Customer Responsibilities

You must ensure that all information supplied to us is accurate and complete. This includes item dimensions, weight, fragility, dismantling status, and whether any goods are valuable, hazardous, or difficult to move. If items exceed the limits reasonably expected for a standard man and van service, you must notify us in advance so that appropriate resources can be arranged.

You are responsible for protecting and removing personal belongings, documents, money, jewellery, and other high-value items unless we have expressly agreed in writing to handle them. We recommend that you keep essential items with you rather than placing them in the vehicle. Any item not clearly identified or described may be treated as ordinary household goods and handled accordingly.

Where the service involves loading or unloading, you must provide a safe working environment. This includes keeping pathways clear, securing pets, warning us about hazards, and ensuring that goods are ready for movement at the agreed time. If we are required to wait for goods to be packed, dismantled, or made available, time charges may continue to run unless stated otherwise.

4. Payments and Charges

Our charges may include labour time, vehicle use, mileage, fuel, congestion or parking-related costs, tolls, waiting time, additional staff, and any agreed specialist handling. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotations are based on the information available at the time and may be adjusted if the actual service differs from the description given.

Payment is due according to the arrangement confirmed at booking. We may require full payment in advance, a deposit, or payment upon completion. Where payment is due on completion, it must be made immediately once the job ends, unless another arrangement has been agreed. We accept payment methods specified at booking, and we may decline cash, cheque, or other methods at our discretion.

Late payment may result in administration charges, interest, or recovery action where permitted by law. If a payment is declined, reversed, or not received, we may suspend further work, retain goods where lawful and appropriate, or pursue outstanding sums. Any expenses reasonably incurred in collecting unpaid charges may be added to the customer’s account.

5. Cancellations, Changes, and Delays

If you need to cancel or reschedule a booking, you must notify us as soon as possible. Cancellation terms may depend on how much notice is given, the type of service, and whether costs have already been incurred. Short-notice cancellations may attract a fee to cover reserved time, vehicle allocation, staff costs, or lost business opportunity.

We may also need to change or cancel a booking due to vehicle breakdown, staff illness, severe weather, unsafe conditions, access issues, legal restrictions, or other events beyond our control. Where reasonably possible, we will try to offer an alternative time or date. We will not be responsible for indirect losses caused by delays or cancellations where those losses are outside our reasonable control and permitted by law.

If the customer is not ready at the agreed time, or if we are delayed by matters linked to the customer’s premises, instructions, or access arrangements, waiting time may be charged. If the delay is excessive, we may treat the booking as cancelled by the customer and apply the relevant fee. Repeated changes may result in revised pricing or refusal to proceed.

6. Liability and Insurance

We take reasonable care when handling property, but liability is limited to losses caused by our proven negligence or breach of contract, subject to these terms and applicable law. We are not liable for pre-existing damage, hidden defects, poor packaging, items already weakened by wear or age, or damage caused by inadequate fastening, incorrect instructions, or customer interference.

To the fullest extent permitted by law, we are not responsible for indirect or consequential losses, including loss of profit, loss of opportunity, emotional distress, or business interruption. 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 lawfully be excluded.

If an item is damaged or lost while in our care, you must notify us as soon as reasonably possible and provide details of the item, the alleged issue, and any supporting evidence. We may ask for photographs, receipts, or proof of value. Any claim will be assessed fairly, but compensation may be limited by the nature of the service, the degree of fault, and any applicable insurance or legal limits.

7. Goods in Transit and Customer Property

Where appropriate, we may maintain insurance cover that is suitable for the nature of the service, but this does not guarantee compensation in every case. Customers remain responsible for arranging their own insurance for high-value, fragile, antique, or irreplaceable items unless we specifically agree otherwise in writing. It is your responsibility to declare such items before the service begins.

We are not liable for damage caused by items being insufficiently packed, boxed, wrapped, or secured by the customer. Where we are asked to dismantle or reassemble furniture, the customer accepts that some movement, alignment variation, or minor cosmetic marking may occur, particularly with older or flat-pack items. We will use reasonable care, but we cannot guarantee a factory-new result after handling.

If we are instructed to leave goods unattended at a location, the customer accepts the risk associated with that decision once the item has been delivered and placed according to instructions. We are not responsible for theft, loss, or damage occurring after completion of the job, unless directly caused by our proven negligence before completion.

8. Waste Regulations and Prohibited Items

Where our service includes collection or removal of unwanted items, waste must be described accurately in advance. We may act as a carrier, transporter, or remover of waste only where permitted by law and where the materials are suitable for lawful handling. The customer must not ask us to remove illegal, hazardous, corrosive, contaminated, explosive, or otherwise prohibited items unless we have confirmed that we are authorised and equipped to do so.

You must tell us whether any items are classed as waste, require special disposal, or may be subject to regulatory controls. The customer remains responsible for ensuring that the waste transfer is lawful and that the description of the waste is correct. Where required, we may issue or request a waste transfer note, and the customer agrees to provide all necessary information for compliance with UK waste regulations.

We reserve the right to refuse any item that cannot lawfully or safely be transported, stored, or disposed of. If prohibited items are found during the job, we may stop work immediately and charge for time already spent, travel, or other expenses incurred. The customer will remain responsible for any fines, penalties, or losses caused by inaccurate declarations or unlawful disposal instructions.

9. Damage, Claims, and Complaints

Any complaint relating to service quality, delays, or damage should be raised promptly and in writing where possible. You should provide enough information for us to investigate, including the booking reference, relevant dates, and a clear description of the issue. Failure to notify us promptly may affect our ability to verify events or resolve the matter effectively.

Where a claim is accepted, our remedy may be limited to repair, replacement, partial refund, or another reasonable solution depending on the circumstances. We will not be obliged to provide a remedy where the issue was caused by the customer, a third party, or unavoidable external conditions. Any claim must be supported by reasonable evidence and submitted within a reasonable time.

Nothing in these terms affects your statutory rights as a consumer. However, any claim that is not brought in accordance with these terms, or within any applicable limitation period under law, may not be considered. Our decision on a complaint will be based on the facts available and the legal obligations that apply at the time.

10. Force Majeure

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, fire, flood, accident, traffic disruption, road closures, strikes, civil disturbance, epidemic, governmental action, or supplier failure. In such circumstances, we may suspend, delay, or cancel the service without liability other than any refund or rebooking remedy required by law or expressly agreed.

If a force majeure event affects the booking, we will make reasonable efforts to contact the customer and agree a revised plan. Any time, fuel, or staff already committed may still be charged where lawful and reasonable. Force majeure does not excuse payment for services already completed before the event occurred.

If the event continues for an extended period, either party may be entitled to cancel the affected booking. Any such cancellation will be handled fairly and in line with the circumstances, the scope of work already undertaken, and the rights of both parties under applicable law.

11. General Legal Terms

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay in enforcing a right or remedy shall constitute a waiver of that right. These terms form the entire agreement between the customer and us in relation to the booking, except where a separate written agreement states otherwise.

You may not assign or transfer your rights or obligations under these terms without our prior written consent. We may assign or subcontract any part of the service where reasonably necessary, provided this does not materially reduce the standard of service promised. Any subcontractor engaged by us will be expected to work in line with these terms and applicable law.

Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa where the context permits. References to law include any statutory modification, re-enactment, or replacement in force from time to time.

12. Governing Law and Jurisdiction

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction over any dispute, although we may also rely on any other forum or process permitted by law.

If any dispute arises, we encourage the customer to raise the matter promptly so it can be reviewed and, where possible, resolved without formal proceedings. Nothing in this section limits the rights of consumers or businesses under mandatory law. If a term must be read consistently with statutory requirements, it shall be interpreted in that way to the extent possible.

By proceeding with a booking for Richmonduponthames Man And Van, you confirm that you have read, understood, and agreed to these service terms and conditions. These terms are intended to support a fair, transparent, and lawful service relationship for all parties involved.