Terms and Conditions

Man and Van Hampstead Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Hampstead provides man and van, home removals, office moves, and related transport and handling services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Client means the person or company who books the service and is responsible for payment.

Services means any man and van, removal, packing, loading, unloading, transport, storage, or related services provided by Man and Van Hampstead.

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

Goods means the items, belongings, furniture, equipment, or materials that are handled, transported, or stored as part of the services.

Job means the specific service appointment or series of appointments booked by the client.

2. Scope of Services

Man and Van Hampstead provides man and van and removal services for domestic and commercial clients. Our typical services include loading, transport, unloading, and where agreed, assistance with basic packing and unpacking.

Unless expressly agreed in writing, our services do not include professional disconnection or reconnection of appliances, dismantling or reassembling complex furniture or fixtures, specialist lifting or rigging, or the transport of prohibited, dangerous or illegal items.

Availability of vehicles, staff and specific time slots is subject to prior bookings and operational constraints. We reserve the right to allocate vehicles and staff as we consider appropriate to fulfil the job safely and efficiently.

3. Booking Process

Bookings can be made by contacting us and providing full and accurate details of the job. This includes collection and delivery addresses, access details, any parking restrictions, approximate volume of goods, special handling requirements, and preferred dates and times.

When you request a quote, we will provide an estimate based on the information you supply. Any quote is given on the assumption that the details you provide are correct and complete. If information is missing or inaccurate, we may adjust the quote or charge additional fees.

Your booking is confirmed only when we have expressly accepted it and, where required, received any deposit. We reserve the right to decline any booking at our discretion.

It is the client’s responsibility to ensure that all necessary permissions are obtained, including building access, loading permits, and any parking arrangements required at both collection and delivery locations.

4. Estimates, Quotes and Charges

We may charge on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking.

Hourly rate jobs are charged from the time the vehicle and team arrive at the agreed collection address or the scheduled start time, whichever is later, until completion of unloading or the time the team is released by the client, whichever is later. Waiting time caused by access issues or client delays may be chargeable.

Fixed price jobs are based on the details supplied at the time of booking. We reserve the right to increase the price if:

The volume or weight of goods exceeds the information provided.

Additional journeys or destinations are requested.

There are unforeseen access problems, such as long carries, stairs above what was declared, or absence of lifts where assumed.

Delays are caused by the client, such as inadequate packing, late access, or keys not being available.

All charges are exclusive of congestion, toll or parking costs, unless otherwise stated. Any such costs incurred in providing the services may be added to your final invoice.

5. Deposits and Payments

We may require a deposit to secure your booking. The deposit amount and payment method will be communicated at the time of booking. Deposits are usually non-refundable except as provided in the cancellation section of these terms.

Unless otherwise agreed in writing, payment for the services is due immediately on completion of the job. For longer or larger jobs, part payment may be required in advance or at stages during the work.

We accept common forms of payment as advised at the time of booking. All payments must be made in cleared funds. We reserve the right to withhold completion of unloading or delivery of goods until payment is received in full.

If payment is not made when due, we may charge interest on the overdue amount at the statutory rate and may withhold goods until all outstanding sums are paid.

6. Client Responsibilities

The client is responsible for:

Ensuring that all goods are properly packed, labelled, and ready for removal, unless packing services have been agreed.

Ensuring that fragile items are adequately protected and clearly indicated to our team.

Arranging suitable parking and any necessary permits at both the collection and delivery addresses and covering any associated costs. Parking fines arising from a lack of suitable legal parking may be charged to the client.

Ensuring that the premises are safe and accessible for our team, including providing accurate information about stairs, lifts, access routes, and any potential hazards.

Being present or appointing an authorized representative to be present at collection and delivery to supervise, give instructions, and check the premises and vehicle before we leave.

Checking that nothing is left behind and that all goods intended for removal have been loaded. We do not accept responsibility for items left behind on the premises once the vehicle has departed.

7. Cancellations and Changes

If you wish to cancel or change your booking, you must inform us as soon as possible. The following will normally apply unless otherwise agreed:

For cancellations made more than 48 hours before the scheduled start time, any deposit may be retained as a cancellation fee, or at our discretion, transferred to a new booking.

For cancellations made within 48 hours of the scheduled start time, we may charge up to 50 percent of the quoted price.

For cancellations made within 24 hours of the scheduled start time or where our team arrives at the address and is unable to complete the job due to client circumstances, we may charge up to 100 percent of the quoted price.

If you need to change the date, time, or scope of the job, we will try to accommodate your request but cannot guarantee availability. Changes may result in an adjusted quote or additional charges.

We reserve the right to cancel or postpone a job due to circumstances beyond our reasonable control, including but not limited to severe weather, road closures, mechanical failures, illness, accidents, or other operational issues. In such cases, our liability will be limited to rescheduling the service or refunding any money paid for the affected booking.

8. Access, Parking and Delays

The client must ensure appropriate access for the vehicle at both collection and delivery locations. This includes providing accurate details of road width, height restrictions, loading bays, and any other relevant information.

If the vehicle cannot park safely and legally within a reasonable distance of the premises, we may refuse to carry out the job or charge additional fees for the extra time and effort required, including long carries or shuttle services.

Any delay caused by incorrect or incomplete instructions, lack of access, waiting for keys, or other client-related reasons may be chargeable at our standard hourly rate or as otherwise agreed.

9. Excluded and Prohibited Items

Unless specifically agreed in writing, we do not carry or handle:

Cash, securities, valuable documents, or irreplaceable items.

Perishable, flammable, hazardous, or illegal goods.

Firearms, ammunition, explosives, or chemicals.

Animals, plants, or live organisms.

Any item whose transport would breach health and safety or legal regulations.

If such items are included without our knowledge, they are carried at the client’s sole risk. We may remove or refuse to handle them, and the client will be liable for any damage, loss, fines, or costs incurred as a result.

10. Waste and Rubbish Removal Regulations

Man and Van Hampstead is not a waste disposal company. We do not remove household waste, builder’s rubble, or other rubbish unless this has been specifically agreed as part of a separate waste collection service and complies with applicable regulations.

Any waste removal that is agreed must comply with relevant environmental and waste disposal laws. We reserve the right to refuse to carry items that are contaminated, hazardous, or improperly packaged.

The client is responsible for accurately describing any items intended for disposal and for ensuring that no prohibited waste is included. Any charges for lawful disposal, recycling centres, or transfer stations will be added to the client’s invoice.

We will not be liable for any penalties or enforcement action arising from the client’s attempt to dispose of items unlawfully.

11. Liability and Limitations

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

We are not liable for:

Loss or damage arising from inherent defects, fragility, or pre-existing damage in the goods.

Loss of data or loss of profits, income, or business, whether direct or indirect.

Damage to goods that were not packed suitably or were packed by the client in containers that we did not pack or seal.

Damage caused by atmospheric or external conditions such as damp, mould, vermin, or temperature changes.

Any loss arising from delays, missed appointments, or failure to commence or complete the job within a specific timeframe, where such delay is due to circumstances beyond our reasonable control.

In any event, our total liability for loss of or damage to goods or property, whether arising in contract, tort, or otherwise, will be limited to a reasonable amount having regard to the value of the goods and the price paid for the services. We may offer additional cover or recommend that you arrange separate insurance for valuable items.

Nothing in these terms 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 by law.

12. Claims and Complaints

Any visible loss or damage to goods or property must be reported to our team at the time of occurrence or as soon as reasonably possible. You should note any such issues on any job completion document presented to you.

If you wish to make a complaint or claim, you must do so in writing within a reasonable time after the job, giving full details of the circumstances and the loss or damage alleged. We may request photographs, receipts, or other evidence to assess your claim.

We will investigate complaints promptly and aim to respond within a reasonable period. Our assessment of any claim will take into account the condition of the goods, their age and value, and whether they were appropriately packed and handled.

13. Insurance

We maintain appropriate vehicle and public liability insurance for the provision of our services. This may not cover all types of loss, particularly high value or unusual items.

The client is strongly advised to arrange their own insurance cover for goods in transit and for any specific risks not covered by our standard policies. We do not provide insurance advice and cannot guarantee that our insurance will fully cover all potential losses.

14. Right to Hold Goods

In the event of non-payment of any sums due, we reserve a right of lien over the goods handled or transported. This means we may retain possession of goods until payment is made in full.

If payment remains outstanding after reasonable notice, we may, as a last resort and in accordance with applicable law, sell or dispose of some or all of the goods to recover outstanding amounts and reasonable costs incurred.

15. Health and Safety

Our team will follow reasonable health and safety practices and will not be required to carry out any task that they consider unsafe or likely to cause damage to property or injury to persons.

We may refuse to move exceptionally heavy, oversized, or awkward items if it cannot be done safely with the equipment and staffing available. In such cases, we will discuss alternatives with you where possible.

16. Data Protection and Privacy

We will only collect and use your personal information as necessary to process bookings, provide services, manage payments, and handle enquiries or complaints. Your details will be stored securely and will not be sold to third parties.

We may retain booking and invoice information for a reasonable period for accounting, legal, and operational purposes.

17. Changes to these Terms and Conditions

We may update or amend these Terms and Conditions from time to time. Any changes will apply to new bookings from the date on which the updated terms are made available. The terms in force at the time of booking will apply to that booking unless otherwise agreed.

18. Governing Law and Jurisdiction

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.

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of services by Man and Van Hampstead.

19. Severability

If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court or competent authority, 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. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.

20. Entire Agreement

These Terms and Conditions, together with any written quote or confirmation we provide, constitute the entire agreement between Man and Van Hampstead and the client in relation to the services. They supersede any prior understandings, agreements, or representations, whether oral or written, relating to the subject matter.

By proceeding with a booking, you confirm that you have read, understood, and agree to these Terms and Conditions.