Terms and Conditions for Man And Van Hampstead

These Terms and Conditions set out the basis on which Man And Van Hampstead provides removal, delivery, collection, and related transport services for domestic and commercial customers. By making a booking, you agree to be bound by these terms, which are designed to create a clear, fair, and practical framework for both parties. Please read them carefully before confirming any service. These terms apply to all work carried out by our team unless we agree otherwise in writing.

For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider operating as Man and Van Hampstead. References to “you” and “your” mean the customer, client, or person requesting the service. The scope of work may include loading, transport, unloading, furniture handling, local or long-distance journeys, and associated labour, depending on the booking details agreed in advance. Any additional work not covered in the booking may be refused or charged separately.

1. Booking Process
All bookings are accepted subject to availability and confirmation. A booking request may be made by phone, email, online form, or any other method we make available. Your booking is not confirmed until we have acknowledged it and, where required, received any deposit or prepayment requested. We may ask for details such as collection and delivery addresses, access conditions, item descriptions, approximate weight or volume, and preferred dates or time windows. Accurate information is essential because our quotation and planning are based on the details you provide.

If the information supplied changes before the job takes place, you must tell us as soon as reasonably possible. We may revise the quotation, adjust the vehicle size, amend the number of staff required, or change the time allocated if the actual work differs from the original description. Man and Van Hampstead may decline or reschedule a booking if the access arrangements, load size, parking restrictions, or item description make the original booking unsuitable or unsafe. We reserve the right to refuse items that are prohibited, dangerous, or likely to cause damage.

2. Quotations and Service Scope
Any quote provided is based on the information available at the time and is valid for the period stated in the quotation, if one is given. Unless expressly stated otherwise, quotations are estimates and may change if the customer’s requirements change, if waiting time is incurred, or if there are unforeseen difficulties with access, lifting, or distance. A fixed price, where offered, applies only to the exact scope described in the booking confirmation. Services outside that scope may be billed on a time basis or by separate agreement.

3. Customer Responsibilities
You are responsible for ensuring that the property, items, and access routes are ready for collection and delivery at the agreed time. This includes obtaining parking permission where necessary, arranging lift access, securing permits, and confirming that items fit through doors, stairways, hallways, or lifts. You must also ensure that fragile items are packed adequately and that any special handling needs are disclosed before the job begins. If the work is delayed because of customer-preparedness issues, waiting charges may apply.

4. Payments
Payment terms will be confirmed at the time of booking or in the invoice. Unless otherwise agreed in writing, payment is due immediately on completion of the service. We may require a deposit, card preauthorisation, or full advance payment for certain bookings, including larger moves, long-distance work, or jobs involving subcontracted resources. Accepted payment methods may include debit card, credit card, bank transfer, or other methods notified at the time of booking. Cash may be accepted only if agreed beforehand. Any bank charges, chargeback fees, or payment processing costs caused by your actions may be recovered from you where permitted by law.

If payment is not received when due, we may suspend further services, withhold release of goods in our lawful possession, or charge interest and recovery costs to the extent permitted under the Late Payment of Commercial Debts (Interest) Act 1998 or other applicable rules, where relevant. For consumer customers, any late payment charges will be limited to what is lawful and reasonable. We may also request proof of identity or authority to pay before releasing items. Ownership of any goods remains with you; however, we may retain goods pending settlement of outstanding amounts, to the extent allowed by law.

5. Cancellations and Rescheduling
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the size of the job, and any third-party costs already incurred. Where a booking is cancelled at short notice, we may charge a cancellation fee to cover reserved vehicle time, labour, administration, and any non-refundable expenses. If you cancel after our team has arrived, or if access is not provided and we cannot complete the work, the full call-out or minimum charge may apply. Any deposit paid may be retained or partly retained to cover costs, where reasonable and lawful.

We may reschedule or cancel a booking ourselves if circumstances beyond our control make performance impractical or unsafe, including severe traffic disruption, breakdown, staff illness, extreme weather, government restrictions, or other events amounting to force majeure. In such cases, we will aim to give notice as soon as reasonably possible and may offer an alternative date or a refund of sums paid for services not supplied. We are not responsible for losses arising from delays or cancellations caused by matters outside our reasonable control, except where liability cannot legally be excluded.

6. Liability and Damage
We will take reasonable care when handling your property, but you acknowledge that moving items involves inherent risk. Unless otherwise agreed, you are responsible for ensuring that items are suitable for transport and adequately packed. We are not liable for damage resulting from pre-existing weakness, poor packing, hidden defects, unsecured components, unsuitable access, or instructions given by you against our advice. We are also not liable for items of exceptional value unless their nature and value were disclosed in advance and we agreed in writing to handle them under specific conditions.

Our liability for loss or damage caused by our negligence shall be limited to the lower of the repair cost, replacement cost, or a reasonable market value of the item, subject to any agreed declared value or insurance arrangements. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. We do not accept responsibility for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or delay-related losses unless required by law.

7. Insurance
We may hold public liability and goods-in-transit insurance, and details can be confirmed on request. However, insurance cover may be subject to exclusions, excesses, or conditions. You are encouraged to arrange your own insurance for high-value goods, antiques, artwork, confidential documents, or items with sentimental value. If you do not disclose special items in advance, they may not be covered. Any claim must be reported promptly and supported by evidence such as photographs, an inventory, receipts, or other reasonable proof of value and condition.

8. Waste Regulations and Disposal
Where our service includes disposal, removal of unwanted items, or transport of waste, both parties must comply with applicable UK waste regulations, including the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and the duty of care requirements relating to waste transfer. You must tell us in advance if any load contains waste, recyclables, electrical items, mattresses, chemicals, sharp objects, or other regulated materials. We may refuse to handle hazardous or restricted waste unless we are lawfully permitted and properly equipped to do so.

We may request item descriptions, photographs, or other information to determine the correct method of disposal. If we take waste away on your behalf, you may be responsible for confirming that the waste is yours or that you have lawful authority to arrange its removal. In some cases, we may issue or request waste transfer documentation, and you agree to provide reasonable cooperation for record-keeping and compliance. Any attempt to conceal hazardous materials, fly-tipping risks, or prohibited waste may result in immediate termination of the service and may be reported to the relevant authorities where appropriate.

9. Prohibited and Restricted Items
We do not knowingly transport items that are illegal, unsafe, or prohibited by law, including but not limited to controlled substances, firearms without lawful authority, stolen goods, and certain hazardous materials. We may also decline items that present an unreasonable risk to our staff, vehicles, or other property. Batteries, gas cylinders, paint, solvents, fuel, asbestos, and similar materials may require special treatment and may be refused unless arranged in advance and lawfully permitted. If prohibited items are concealed within a load, we may stop the job immediately and retain any lawful right to recover costs.

10. Delays, Access, and Waiting Time
Reasonable delays may occur due to traffic, road closures, customer readiness, or access problems. Where delays are caused by circumstances outside our control, we will try to complete the service as efficiently as possible. If we are required to wait beyond the agreed time or if the job cannot proceed because of missing keys, absent parking, blocked access, or incorrect addresses, additional charges may apply. Repeated failed attendance, aborted jobs, or prolonged waiting may be billed at the relevant hourly or call-out rate.

11. Complaints and Disputes
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, seek a fair resolution. Any complaint should include sufficient detail for us to review the issue, including dates, locations, and photographs where relevant. We may ask for access to inspect damage or verify the circumstances before making a decision. Nothing in this section affects your statutory rights as a consumer. For business customers, any dispute should first be raised in writing and handled in good faith.

12. Data, Privacy, and Records
We may collect and process personal information necessary to manage your booking, issue invoices, maintain records, prevent fraud, and comply with legal obligations. We will handle personal data in accordance with applicable UK data protection laws. Booking records, invoices, and waste documentation may be retained for a reasonable period for accounting and compliance purposes. You must ensure that any personal data contained within items being moved, stored, or disposed of is appropriately secured and that you are authorised to disclose it to us where relevant.

13. Subcontracting and Staff
We may use employees, assistants, or subcontractors to perform all or part of the services. Any such person will be instructed to act with reasonable care and in accordance with these terms. References to our service include work performed by authorised personnel on our behalf. You must not instruct our staff or subcontractors to act unlawfully, unsafely, or outside the booked scope. We may withdraw personnel if behaviour by anyone at the collection or delivery address places them at risk, and in such cases the relevant charges may still apply.

14. Variation of Terms
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking unless a later version is expressly agreed in writing. Any special terms discussed before the service begins will only override these Terms and Conditions if confirmed by us. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect to the extent permitted by law.

15. Governing Law
These Terms and Conditions and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. Where you are a consumer resident in the UK, you may benefit from mandatory consumer protections that apply in your jurisdiction. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another forum is required by applicable law. By confirming a booking with Man And Van Hampstead, you acknowledge that you have read, understood, and agreed to these terms.