Terms and Conditions

Man and Van St John's Wood Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van St John's Wood provides removal and related services within the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 "We", "us", and "our" refer to Man and Van St John's Wood as the service provider of man and van and removal services.

1.2 "You" and "your" refer to the customer or any person acting on behalf of the customer who places a booking or uses our services.

1.3 "Services" means any man and van, removal, collection, delivery, packing, loading, unloading, or associated services we agree to provide.

1.4 "Goods" means all items, furniture, personal effects, equipment, and property which are the subject of the services.

1.5 "Booking" means any request by you for services that is accepted by us, whether made online, in writing, or verbally.

2. Scope of Services

2.1 We offer man and van and removal services for domestic and commercial customers, including collection and delivery, loading and unloading, and transport of goods.

2.2 Our services are provided subject to availability of vehicles, staff, and appropriate access at the collection and delivery addresses.

2.3 We reserve the right to refuse to move any goods that, in our reasonable opinion, are dangerous, illegal, unsafe, excessively heavy, or likely to cause damage to our staff, vehicles, or other goods.

2.4 Unless expressly agreed in writing, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture or fixtures, or specialist lifting operations.

3. Booking Process

3.1 You may request a quotation and make a booking by contacting us and providing accurate and complete details of the service required, including:

(a) full collection and delivery addresses;

(b) property type and access details, including any stairs, lifts, parking restrictions, or long carry distances;

(c) approximate inventory, volume, or nature of goods to be moved;

(d) preferred date and time for the service; and

(e) any special requirements or circumstances that may affect the service.

3.2 Any quotation provided is based on the information supplied by you. If the information is inaccurate or incomplete, we reserve the right to adjust the quotation, apply additional charges, or, in serious cases, cancel the booking.

3.3 A booking is only confirmed when we have accepted your request for services and you have accepted our quotation and any applicable terms relating to payment or deposits.

3.4 We may request a deposit or full payment in advance to secure the booking. If you fail to pay any required deposit or advance payment by the specified date, we may treat the booking as cancelled by you.

4. Customer Responsibilities

4.1 You are responsible for:

(a) ensuring that you have the legal right to move the goods and that they are properly packed and prepared for transportation, unless otherwise agreed;

(b) arranging suitable parking and any permits required at both collection and delivery addresses;

(c) ensuring that access is safe, reasonable, and unobstructed at all relevant times;

(d) being present, or arranging for an authorised representative to be present, during loading and unloading; and

(e) checking all premises and vehicles at the end of the service to ensure no goods have been left behind.

4.2 You must notify us in advance of any goods that are fragile, valuable, or require special care, including but not limited to antiques, artwork, glass items, musical instruments, or high-value electronics.

4.3 You must not ask our staff to carry out any work that is unsafe, illegal, or outside the agreed scope of services.

5. Restricted and Prohibited Items

5.1 Unless expressly agreed in writing, we do not carry:

(a) hazardous, explosive, or flammable materials, including gas cylinders, fuel, solvents, paints, and chemicals;

(b) illegal items or substances;

(c) perishable goods or items requiring temperature-controlled transport;

(d) animals or live plants; or

(e) cash, jewellery, precious metals, securities, or important documents.

5.2 If such items are moved without our knowledge, we accept no liability for loss, damage, or deterioration, and you will be responsible for any fines, losses, or expenses we incur as a result.

6. Payments and Charges

6.1 Our charges may be based on an hourly rate, a fixed price, or a combination of both, as set out in your quotation and booking confirmation.

6.2 Unless otherwise agreed, hourly charges start from the agreed arrival time at the collection address and continue until the service is completed at the final delivery address.

6.3 Additional charges may apply where:

(a) the job takes longer than estimated due to factors outside our control;

(b) there are delays caused by waiting times, access issues, or parking restrictions;

(c) extra labour, vehicles, or equipment are required; or

(d) the nature or volume of the goods differs substantially from the information supplied at the time of booking.

6.4 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the service for domestic customers, and in accordance with the specified invoice terms for commercial customers.

6.5 We reserve the right to charge interest on any overdue amounts at the statutory rate applicable in the United Kingdom from the due date until payment is received in full.

7. Cancellations and Amendments

7.1 If you wish to cancel or amend your booking, you must inform us as soon as possible.

7.2 We may apply cancellation charges based on the notice period given:

(a) more than 7 days before the scheduled service: no cancellation fee, and any deposit may be refunded or transferred at our discretion;

(b) between 7 and 48 hours before the scheduled service: up to 50 percent of the quoted price may be charged;

(c) less than 48 hours before the scheduled service or on the day of service: up to 100 percent of the quoted price may be charged.

7.3 If you wish to change the date, time, or details of your booking, we will use reasonable efforts to accommodate the change, subject to availability. We may adjust the quotation and apply additional charges where appropriate.

7.4 We may cancel or postpone the service if:

(a) you fail to make any required payment;

(b) we reasonably consider that the job cannot be carried out safely or lawfully; or

(c) events beyond our reasonable control prevent us from providing the service.

In such cases, our liability will be limited to refunding any sums you have paid for services not provided, unless the cancellation results from your breach of these terms.

8. Access, Parking, and Delays

8.1 You must ensure that suitable parking is available for our vehicles at both collection and delivery addresses and that any necessary permits or permissions are obtained in advance.

8.2 If our staff or vehicles are delayed or prevented from starting or completing the service due to access or parking issues, we may charge for waiting time and any additional time required to complete the job.

8.3 We are not responsible for delays caused by traffic, weather conditions, road closures, or other circumstances beyond our control. Time estimates are provided for guidance only and do not form part of the contract.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing the services. Our liability for loss or damage to goods arising from our negligence or breach of contract will be limited as set out in this section.

9.2 We will not be liable for:

(a) loss or damage arising from your failure to pack goods properly, unless we have agreed to pack them;

(b) loss or damage to fragile or high-value items not adequately protected or not disclosed to us in advance;

(c) loss of profits, business interruption, or any indirect or consequential loss;

(d) normal wear and tear, minor marks, or superficial damage arising from ordinary handling; or

(e) loss or damage occurring where goods are moved against our advice or in unsafe conditions.

9.3 Our total liability for loss of or damage to goods, whether arising in contract, tort, or otherwise, shall not exceed a reasonable replacement value per item, subject to an overall cap on our total liability for the job. Specific limits may be stated in your quotation or booking confirmation.

9.4 You must inspect goods and premises as soon as reasonably practicable after completion of the service. Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and, in any event, within 7 days of the service date, providing full details.

9.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.

10. Waste and Environmental Regulations

10.1 We are not a general waste disposal company. We may at our discretion remove certain unwanted items as part of a removal service, provided this is agreed in advance and complies with applicable waste and environmental regulations.

10.2 You must not present for removal any prohibited waste, including but not limited to hazardous waste, medical waste, chemicals, or any materials that require specialist handling or licences.

10.3 Where we agree to remove unwanted items, you confirm that you have the right to dispose of those items and that they do not contain confidential or personal data that should be securely destroyed.

10.4 We will dispose of any agreed waste or unwanted items only at authorised facilities or in accordance with relevant UK regulations. Additional charges may apply for waste transfer, disposal fees, or handling of bulky or difficult items.

10.5 If we are fined, charged, or incur costs due to incorrect information supplied by you regarding waste or items for disposal, you will be responsible for reimbursing those costs in full.

11. Insurance

11.1 We maintain appropriate insurance cover for our operations in line with industry practice. Details of cover and any applicable limits or exclusions can be provided upon request.

11.2 You are encouraged to hold your own contents or business insurance for goods in transit and during removals, particularly for high-value, fragile, or irreplaceable items.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our services, you should notify us as soon as possible so that we have an opportunity to address your concerns.

12.2 We will investigate complaints in a fair and timely manner and may request further information or evidence from you to assist with our investigation.

12.3 Where a dispute cannot be resolved directly between us, either party may consider seeking independent advice or alternative dispute resolution in accordance with UK practice.

13. Data Protection and Privacy

13.1 We will collect and process personal information about you only to the extent necessary to arrange and provide the services, manage bookings, and comply with our legal obligations.

13.2 We will take appropriate steps to keep your personal information secure and will not sell or disclose it to third parties other than as required to deliver the services, process payments, or comply with law.

14. Force Majeure

14.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to adverse weather, traffic accidents, breakdowns, strikes, industrial disputes, public emergencies, or acts of government.

14.2 If a force majeure event occurs, we will use reasonable efforts to notify you and to resume services as soon as reasonably practicable. We may offer to reschedule the service, subject to availability.

15. Variations to Terms

15.1 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.

15.2 Any variation to these terms requested by you will only be effective if agreed by us in writing.

16. Governing Law and Jurisdiction

16.1 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.

16.2 You and we 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 the services provided.

By confirming a booking or using the services of Man and Van St John's Wood, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.