Man With A Van Highbury Terms and Conditions

These Terms and Conditions set out the basis on which Man With A Van Highbury provides moving, transport, collection, and delivery services to residential and commercial customers across the UK. By making a booking, you agree to be bound by these terms, which apply to all services unless we agree otherwise in writing. Please read this document carefully before confirming any reservation, as it explains your responsibilities, our responsibilities, payment arrangements, cancellation rules, liability limits, and waste handling requirements.

These terms are intended to be fair, transparent, and compliant with applicable UK consumer and transport rules. They are written for general service use and should be read alongside any written quotation, job confirmation, or service schedule issued for your booking. If any part of these terms conflicts with a specific written agreement, the written agreement will normally take priority to the extent of that conflict.

For the purposes of these terms, references to we, us, and our mean the service provider operating under the trading style Man With A Van Highbury. References to you and your mean the customer, client, or person placing the booking. The services may include item collection, single-item moves, part-load transport, light removals, delivery assistance, waste removal where lawful, and related labour agreed at the time of booking.

Booking Process

How Bookings Are Made

All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, messaging service, or any other channel we make available. A quotation is normally based on the information you provide, including collection and delivery points, item types, access conditions, floor levels, parking restrictions, and any additional labour required. We rely on the accuracy of the information you supply, and any material changes may affect the price, timing, or feasibility of the booking.

Once a quotation is accepted, a booking is not confirmed until we issue confirmation and, where required, receive any agreed deposit or advance payment. A confirmed booking forms a contract between you and Man With A Van Highbury. You are responsible for reviewing the confirmation carefully, including date, time window, service scope, and any special conditions. If you identify an error, you should notify us promptly so that it can be corrected before the job starts.

Customer Information and Access

You must provide complete and accurate information at the time of booking and before the service begins. This includes, where relevant, the number and size of items, estimated weight, fragile or valuable goods, access limitations, parking arrangements, and any assistance needed for loading or unloading. If the vehicle cannot park safely or legally near the premises, you may be charged for extra time, waiting, or additional handling. We may refuse or postpone work if access is unsafe, unlawful, or materially different from what was described during booking.

It is your responsibility to ensure that items are ready for collection at the agreed time unless we have expressly agreed to assist with packing or dismantling. Any delay caused by late readiness, incorrect address details, missing keys, building restrictions, or failure to secure permissions may result in additional charges. If a booking requires permits, site access approvals, or entry arrangements, you are responsible for obtaining them unless we confirm in writing that we will do so.

Payments

Our prices are usually based on a combination of labour, vehicle use, mileage, waiting time, and any agreed extras. Unless stated otherwise, quotations are estimates only and may be adjusted if the actual service differs from the information supplied. Examples include additional flights of stairs, heavy lifting beyond the original description, longer distances from the vehicle, congestion, multiple collection points, or extended waiting time.

Payment Terms

Payment is due in full at the time specified in the booking confirmation, which may be before the service starts, on completion, or in part upfront and part on completion. We may accept cash, bank transfer, card payment, or other methods agreed in advance. Any transaction fees charged by your payment provider are your responsibility. If you fail to make payment when due, we may withhold completion, retain goods where lawful, charge reasonable recovery costs, or take other steps permitted by law.

Where a deposit is required, it secures the booking and may be non-refundable except where we cancel the service or are unable to perform it for reasons within our control. If the actual job exceeds the quoted scope, any extra charges will be explained as soon as reasonably possible and must be paid immediately unless we agree otherwise. Man With A Van Highbury reserves the right to request proof of identity or payment authorisation before starting work in appropriate cases.

Cancellations and Changes

If you wish to cancel or reschedule, you should notify us as soon as possible. Cancellations made more than 48 hours before the scheduled service may be eligible for a refund of any deposit, subject to any non-recoverable costs already incurred. Cancellations made within 48 hours of the appointment may result in a cancellation charge, especially where a vehicle, crew, or specialist equipment has already been allocated to your job.

If you are not available at the agreed time, cannot provide access, or fail to proceed with the service, we may treat this as a late cancellation or wasted journey and charge accordingly. We also reserve the right to reschedule where weather, traffic disruption, vehicle issues, staff illness, or other events beyond our reasonable control make performance impractical at the original time. In such cases, we will aim to offer an alternative appointment as soon as reasonably possible.

We may cancel or suspend a booking if you breach these terms, provide misleading information, request unlawful transport, or behave in a way that threatens safety or dignity of staff. If we cancel for reasons within our control, we will usually refund any payment received for the affected part of the service. No compensation will be payable for losses that are indirect or outside our reasonable responsibility unless required by law.

Liability and Customer Responsibilities

We will take reasonable care when handling your items and carrying out the service. However, you remain responsible for ensuring that goods are suitably packed, labelled, and protected unless packing has been expressly included in the service. Items that are fragile, loosely assembled, incorrectly boxed, or inadequately secured may be prone to damage, and we are not liable for damage caused by poor packing, pre-existing defects, or the inherent nature of the item.

Our liability is limited to direct loss or damage caused by our proven negligence, subject to the exclusions in these terms and any rights you may have under consumer law. We are not responsible for indirect loss, loss of profit, business interruption, or sentimental value. Where liability is established, our maximum liability will normally be limited to the lesser of the repair cost, replacement cost, or the total amount paid for the affected service, unless a greater liability cannot be excluded by law.

You must remove or securely store cash, jewellery, documents, passports, data devices, and other valuables before the service begins unless we have expressly agreed in writing to transport them. We are not responsible for items left in unsafe locations, unmarked containers, or unattended vehicles. If any item is found to be dangerous, prohibited, perishable, or unsuitable for transport, we may refuse to move it without liability for any resulting delay.

Force Majeure

We are not liable for delay or failure to perform where this is caused by events beyond our reasonable control, including severe weather, road closures, accidents, strikes, emergency services intervention, power failures, public disorder, government action, or supplier failure. If such an event occurs, we will use reasonable efforts to resume the service or arrange a revised date. Any additional costs arising from these events may be charged only where lawful and reasonably necessary.

Waste Regulations

Where waste removal or disposal is requested, you agree that all waste presented for collection is lawfully offered and properly described. Man With A Van Highbury will only transport or dispose of waste in compliance with applicable UK waste legislation, including rules on duty of care, transfer notes, and authorised disposal facilities. We do not knowingly transport hazardous waste, clinical waste, asbestos, batteries, gas cylinders, chemicals, or any other item subject to special handling unless specifically agreed and lawfully permitted in advance.

Prohibited Waste and Customer Declarations

You must tell us in advance if items include mixed waste, electrical goods, furniture, mattresses, construction debris, garden waste, or any item that may require special treatment. If you misdescribe waste or present prohibited materials, we may refuse collection, charge for wasted attendance, or arrange lawful disposal at your expense where permitted. We may also ask you to confirm in writing that the waste is yours or that you have authority to dispose of it.

When we undertake waste disposal, we may issue or retain records required under applicable law. You agree to cooperate with reasonable requests for information, such as the source of the waste, item description, and quantity. If an item is suitable for reuse, recycling, or donation, any decision to separate, retain, or redirect it will be made in accordance with applicable law and the service arrangement. Illegal dumping, fly-tipping, or disposal on unauthorised land is strictly prohibited.

General Service Conditions

Our staff may refuse to lift or move items that are unsafe, excessively heavy, unstable, infested, contaminated, or likely to cause injury or damage. If we agree to dismantle or reassemble furniture, this will be done with reasonable care, but we are not responsible for manufacturing defects, hidden faults, or missing fittings unless these result from our proven negligence. You should ensure that appliances are disconnected and emptied before collection unless we agree to do this as part of the service.

Any estimate of arrival time is approximate unless we have expressly guaranteed a fixed time slot. Traffic, loading conditions, and prior jobs may affect punctuality. If an appointment requires more than one journey, additional parking charges, tolls, or congestion-related charges, these may be passed on where reasonably incurred and consistent with the quotation. We may also charge for waiting where delays are caused by matters outside our control.

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 under UK law. If any provision of these terms is found unenforceable, the remaining provisions will continue in force. Failure by us to enforce any provision immediately does not waive our right to enforce it later.

Complaints and Disputes

If you are dissatisfied with any aspect of the service, you should raise the issue as soon as reasonably possible so that we can investigate and seek a fair resolution. We may ask for photographs, item descriptions, or other relevant information. Any complaint should be made promptly and before the condition of the item changes further, where this is reasonably possible, to allow a proper assessment of the matter.

Where a dispute cannot be resolved amicably, both parties should first attempt to settle it by negotiation in good faith. If court proceedings become necessary, they will be handled in accordance with the governing law and jurisdiction set out below. We retain records relating to bookings, payments, and communications for operational, legal, and accounting purposes in accordance with applicable data and retention requirements.

Governing Law

These Terms and Conditions and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If you book our services, you confirm that you have read, understood, and accepted these terms.