Terms and Conditions

Richmond upon Thames Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Richmond upon Thames Man and Van provides man and van, removals and related services within the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

1.1 Company means Richmond upon Thames Man and Van, the provider of man and van and removal services.

1.2 Customer means the individual, business or organisation requesting and paying for the services.

1.3 Services means any man and van, removal, collection, delivery, loading, unloading, packing, unpacking, or related services provided by the Company.

1.4 Goods means the items, belongings, furniture, equipment, or materials in respect of which the Company is instructed to provide services.

1.5 Vehicle means any van or other vehicle used by the Company to provide the services.

1.6 Contract means the agreement between the Customer and the Company for the supply of services, incorporating these Terms and Conditions.

2. Scope of Services

2.1 The Company provides man and van and removal services for domestic and commercial customers, including but not limited to collection, transport and delivery of Goods, and where agreed, assistance with loading and unloading.

2.2 Unless expressly agreed in writing, the Company does not provide professional packing, dismantling, reassembly, installation of appliances, or storage services. Any such services may be provided only if agreed as part of the booking and may attract additional charges.

2.3 The Company operates primarily within the London area and surrounding regions, but may, by agreement, undertake journeys elsewhere within the United Kingdom.

3. Booking Process

3.1 All bookings are subject to availability and acceptance by the Company. A booking is only confirmed when the Customer has received explicit confirmation from the Company, which may be by written confirmation or other agreed method.

3.2 When making a booking, the Customer must provide accurate and complete information, including but not limited to:

a) Full collection and delivery addresses, including any access or parking restrictions.
b) The date and preferred time of the service.
c) A clear and honest description of the Goods, including approximate quantity, size, and any particularly heavy, fragile or valuable items.
d) Details of any stairs, lifts, long carries, or unusual access issues at either address.

3.3 The Company reserves the right to amend the quoted price or cancel the booking if the information provided by the Customer is materially inaccurate or incomplete.

3.4 The Customer is responsible for ensuring that appropriate parking arrangements are made at both collection and delivery points, including any necessary permits or payments. Time spent by the Company resolving parking issues may be charged as part of the service time.

4. Quotes and Pricing

4.1 All quotes are based on the information supplied by the Customer at the time of booking and are given in good faith. Quotes may be provided on a fixed-price basis or on an hourly rate basis, as specified in the booking confirmation.

4.2 Fixed-price quotes are valid only for the date, time, addresses and job description agreed. Any variations, including additional items, additional stops, delays caused by the Customer, or access difficulties may result in additional charges.

4.3 Where services are charged on an hourly rate, time is calculated from the scheduled arrival time of the Vehicle at the collection address or the actual arrival time, whichever is later, until the completion of the service at the final destination, including any agreed stops.

4.4 Congestion charges, tolls, parking fees, fines resulting from the Customer's instructions, and any other third-party fees incurred in connection with the service will be payable by the Customer and may be added to the final invoice.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due on completion of the service on the day of the move. The Company reserves the right to require payment in advance or a deposit to confirm the booking.

5.2 Payments must be made by an accepted payment method as notified by the Company. The Company is under no obligation to release Goods at the delivery address until full payment has been received.

5.3 For business customers or account holders, alternative payment terms may be agreed in writing. If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts at the statutory rate allowable under UK law until payment is made in full.

5.4 All amounts payable are inclusive or exclusive of VAT as stated at the time of quoting and invoicing. If VAT becomes chargeable by law where it previously was not, the Customer will be liable to pay the applicable VAT on the services.

6. Cancellations and Amendments

6.1 The Customer may cancel a booking by giving notice to the Company. Cancellation charges may apply depending on the amount of notice given.

6.2 If the Customer cancels:

a) More than 48 hours before the scheduled start time, any deposit paid may be refunded or credited at the Company’s discretion.
b) Within 24 to 48 hours of the scheduled start time, the Company may retain part or all of any deposit and may charge a cancellation fee to cover administrative and scheduling costs.
c) Within 24 hours of the scheduled start time, or if the Customer fails to be present or ready at the agreed time and place, the Company reserves the right to charge up to 100 percent of the estimated or minimum booking charge.

6.3 Any request to change the date, time, addresses, or scope of the service is subject to availability and must be agreed by the Company. The Company may treat major changes as a cancellation and new booking, and apply the relevant cancellation charges.

6.4 The Company reserves the right to cancel or postpone a booking in the event of circumstances beyond its reasonable control, including but not limited to severe weather, road closures, accidents, Vehicle breakdown, staff illness, or safety concerns. In such cases, the Company will use reasonable efforts to notify the Customer and, where possible, offer an alternative date or time. The Company will not be liable for any consequential loss arising from such changes, but any pre-payments for the affected booking will be refunded or transferred to a new booking.

7. Customer Responsibilities

7.1 The Customer is responsible for:

a) Ensuring that Goods are properly packed, secured, and ready for transport, unless packing services have been explicitly agreed.
b) Ensuring that all Goods to be moved are clearly identified and accessible on the day of the service.
c) Supervising loading and unloading where necessary, or appointing a representative to do so, and checking that nothing is left behind or taken in error.
d) Obtaining any necessary permissions for collection and delivery, including access to communal areas, loading bays or restricted roads.
e) Informing the Company in advance of any items requiring special handling, such as pianos, safes, fragile artwork, high-value electronics or antiques.

7.2 The Customer warrants that they are the owner of the Goods or have full authority from the owner to enter into the Contract and to authorise the Company to carry out the services.

7.3 The Customer must not ask the Company to move, store, or otherwise deal with any items that are illegal, dangerous, explosive, highly flammable, perishable, or which may cause damage to property or injury to persons.

8. Liability and Limitations

8.1 The Company will take reasonable care in handling and transporting the Goods. However, the Company’s liability for loss of or damage to Goods is limited as set out in this clause.

8.2 The Company will not be liable for:

a) Loss or damage arising from the Customer’s failure to adequately pack or protect the Goods.
b) Damage to items that are inherently fragile, unstable, or already defective, including but not limited to weak furniture joints, unsecured glass, or pre-existing wear and tear.d) Loss or damage caused by the Customer’s instructions against the Company’s advice, or resulting from incomplete or inaccurate information provided by the Customer.
e) Indirect or consequential loss, including loss of profits, business interruption, or emotional distress.

8.3 The Company’s total aggregate liability for loss of or damage to the Goods, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable limit per job, as may be notified to the Customer or determined by applicable law, unless a higher level of cover has been expressly agreed in writing and an additional charge paid.

8.4 The Customer must inspect the Goods as soon as reasonably practicable after delivery. Any visible loss or damage must be notified to the Company at the time of the move or within a reasonable period thereafter, together with reasonable evidence of the loss or damage. Failure to notify within a reasonable time may affect the ability to investigate the claim and could limit or extinguish any liability of the Company.

8.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be limited or excluded under UK law.

9. Delays and Access Issues

9.1 The Company will use reasonable efforts to arrive at the agreed time, but timing is not guaranteed. Delays may occur due to traffic, weather, road closures, accidents, or other circumstances beyond the Company’s reasonable control.

9.2 The Company is not liable for any loss, including consequential loss, arising from delays. Where possible, the Company will keep the Customer informed of significant delays.

9.3 If the Company is unable to complete the service due to access problems, including but not limited to locked premises, absence of the Customer or representative, or unsafe conditions, the Company may charge for waiting time or treat the booking as cancelled by the Customer and apply the relevant charges.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general waste disposal contractor and will only remove items for disposal where this has been specifically agreed as part of the booking.

10.2 The Customer must not present for removal any hazardous, controlled, or prohibited waste, including but not limited to chemicals, asbestos, medical waste, gas cylinders, flammable liquids, or paints, unless expressly agreed and lawful arrangements have been made.

10.3 Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to dispose of those items. Any charges for disposal, recycling or transfer to approved waste facilities will be payable by the Customer.

10.4 The Company reserves the right to refuse to transport or dispose of any items it reasonably believes to be unsafe, unlawful, or in breach of waste regulations. In such case, the Company shall not be liable for any resulting inconvenience or cost to the Customer.

11. Insurance

11.1 The Company maintains appropriate insurance cover for its vehicles and for third-party liability in connection with its services, in accordance with UK legal requirements.

11.2 The Customer is encouraged to ensure that they have adequate insurance for their Goods, especially high-value or fragile items, as the Company’s liability is limited as set out in these Terms and Conditions.

12. Termination

12.1 The Company may terminate the Contract or suspend the services immediately if the Customer:

a) Fails to pay any amount due on time.
b) Behaves in a threatening, abusive, or unsafe manner toward the Company’s staff.
c) Requests the Company to undertake any illegal or unsafe activity.

12.2 Upon termination, the Customer shall pay the Company for all services provided up to the date of termination and any additional costs reasonably incurred as a result of termination.

13. Data Protection and Privacy

13.1 The Company collects and processes personal data relating to the Customer for the purposes of managing bookings, providing services, handling payments, and complying with legal obligations.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws. Personal information will only be shared with third parties where necessary to provide the services, process payments, or comply with legal or regulatory requirements.

14. Complaints

14.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the service, they should raise the issue as soon as possible so that the Company has an opportunity to resolve it.

14.2 Complaints relating to loss or damage must be supported by evidence such as photographs, receipts, or other documentation reasonably requested by the Company.

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 their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The parties agree that 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

16.3 The Contract is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.

16.4 These Terms and Conditions may be updated from time to time. The version in force at the time of booking shall apply to that booking. Customers are encouraged to review the current Terms and Conditions prior to making a booking.