Terms and Conditions
Man with Van Sudbury Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Sudbury provides removal, transport and related services to customers. By making a booking, you agree that these Terms and Conditions will apply to all services we carry out for you, whether for residential or commercial moves in Sudbury or the wider surrounding area.
1. Definitions
In these Terms and Conditions the following expressions have the meanings set out below:
Company means Man with Van Sudbury, the provider of removal and transport services.
Customer means the person, firm or organisation booking the services.
Services means any removal, transport, delivery, collection, loading, unloading, packing, unpacking or related work carried out by the Company.
Vehicle means any van or other vehicle used by the Company to perform the services.
Goods means the items and property that are the subject of the services.
2. Scope of Services
The Company provides man and van services, small to medium removals, collections and deliveries, and related services such as loading and unloading within Sudbury and to and from other locations. The precise scope of the services for each booking will be as agreed between the Company and the Customer at the time of booking and confirmed in the booking confirmation.
The Company is not a storage provider unless specifically agreed in writing. Temporary holding of goods in a vehicle during the course of a removal does not constitute storage.
The Customer is responsible for ensuring that the services requested are appropriate for their needs, including the size of vehicle, number of staff, and time allocated.
3. Booking Process
3.1 Booking Request
Bookings may be requested by the Customer through the Company’s chosen communication methods. When requesting a quote or making a booking, the Customer must provide accurate and complete information, including but not limited to:
a. Collection and delivery addresses, including access details.
b. Date and preferred time of the move.
c. Approximate inventory or description of goods.
d. Any heavy, bulky, fragile, high-value or unusual items.
e. Parking restrictions, stairs, lifts, or limited access.
3.2 Confirmation of Booking
A booking is only confirmed when the Company has accepted the request and provided confirmation to the Customer. The Company reserves the right to decline any booking at its discretion.
Where a deposit is required, the booking will not be treated as confirmed until the deposit has been received by the Company within any time limit specified at the time of quote.
3.3 Changes to Bookings
The Customer must inform the Company as soon as possible if any details of the booking change. Changes may include date or time, addresses, access conditions or the volume of goods. The Company will make reasonable efforts to accommodate changes but cannot guarantee availability. The Company reserves the right to revise the price or apply additional charges where changes alter the nature or duration of the services.
4. Pricing and Quotations
4.1 Quotations
Quotations are based on the information supplied by the Customer and may be provided as a fixed price or on an hourly rate. Quotations are usually valid for a limited period from the date of issue, as stated at the time of quoting.
If the information provided by the Customer is incomplete or inaccurate, or if the circumstances of the job change, the Company may amend the quotation or charge additional fees.
4.2 What the Price Includes
Unless stated otherwise, prices include:
a. The provision of a vehicle of appropriate size.
b. The agreed number of removal staff.
c. Fuel and travel within the agreed journey.
d. Loading, transport and unloading of goods as described in the booking.
4.3 Additional Charges
Additional charges may apply if:
a. There are delays beyond the Company’s control, such as waiting for keys or access.
b. There are unexpected access difficulties, such as long carries, extra flights of stairs, or unsuitable roads.
c. Goods require dismantling or reassembly not previously agreed.
d. The move runs beyond the time estimated due to the volume of goods or other unforeseen issues.
e. Parking charges, tolls, congestion or clean air zone charges are incurred.
5. Payments
5.1 Payment Methods
Accepted payment methods will be confirmed by the Company at the time of booking. The Customer must ensure that the agreed payment method is available and valid on the day of the service.
5.2 Timing of Payment
For most domestic moves and small removals, payment is due on completion of the job on the day of service, unless otherwise agreed. For longer distance moves, commercial contracts, or higher value bookings, the Company may require part or full payment in advance, including a non-refundable deposit.
5.3 Overdue Payments
If payment is not made when due, the Company reserves the right to:
a. Withhold delivery of goods until payment is received in full.
b. Charge reasonable interest and administration fees on overdue amounts.
c. Recover all costs incurred in the collection of overdue sums, including legal fees where applicable.
6. Cancellations and Amendments
6.1 Cancellation by the Customer
If the Customer wishes to cancel a booking, they must notify the Company as soon as possible. The following may apply unless otherwise stated at the time of booking:
a. Cancellations made more than 72 hours before the scheduled start time may not incur a cancellation fee.
b. Cancellations made within 72 hours of the scheduled start time may incur a percentage of the quoted price, plus any non-recoverable costs already incurred by the Company.
c. If the Customer cancels on the day of the move or fails to be present, the Company may charge up to the full quoted price.
6.2 Rescheduling
The Customer may request to reschedule the booking, subject to availability. If the request is made at short notice, rescheduling may be treated as a cancellation and rebooking at the Company’s discretion.
6.3 Cancellation by the Company
The Company may cancel the booking in the event of circumstances beyond its control, including but not limited to severe weather, vehicle breakdown, staff illness, accidents or safety concerns. In such cases, the Company will aim to provide as much notice as possible and offer to reschedule where practical. The Company shall not be liable for any indirect or consequential losses arising from such cancellation.
7. Customer Responsibilities
The Customer agrees to:
a. Ensure that adequate and lawful parking is available at all addresses and obtain any permits where required.
b. Ensure that access to the property is safe and suitable for the Company’s staff and vehicle.
c. Pack goods safely and securely unless packing services have been specifically agreed.
d. Properly label fragile, valuable or delicate items.
e. Be present or have a responsible representative present during collection and delivery to oversee the move and check items.
f. Ensure that all goods to be moved are ready for loading at the agreed start time.
The Customer warrants that they are the owner of the goods or have the authority of the owner to move them.
8. Goods That Cannot Be Moved
The Company will not move, and the Customer must not present for removal, any of the following:
a. Illegal items, stolen goods or items obtained unlawfully.
b. Explosives, flammable or hazardous materials, including gas cylinders, fuels, chemicals or paints that are unsafe for transport.
c. Perishable goods that may deteriorate during the move, unless agreed.
d. Animals, live plants in unsuitable condition, or any live creatures.
e. Cash, jewellery, watches, important documents, or other high-value personal items that should be carried by the Customer.
If any such items are moved without the Company’s knowledge, the Company shall not be responsible for loss or damage and may lawfully dispose of them if necessary.
9. Liability and Insurance
9.1 Standard Liability
The Company will take reasonable care in handling and transporting goods. Liability for loss or damage to goods caused by the Company’s negligence will be limited to a reasonable amount per job, subject to any cap notified to the Customer at the time of booking.
9.2 Exclusions of Liability
The Company shall not be liable for:
a. Loss or damage arising from the Customer’s failure to adequately pack or protect goods.
b. Damage to items that are inherently weak, defective, or have pre-existing damage.
c. Damage to furniture that is dismantled or reassembled by the Company at the Customer’s request, where the item is not designed for repeated dismantling.
d. Loss of data from electronic devices or similar items.
e. Any indirect or consequential loss, including loss of profit, income, or opportunity.
9.3 Damage to Property
The Company will take reasonable care to avoid damage to walls, floors, fixtures and fittings. The Customer should protect vulnerable surfaces prior to the move. The Company’s liability for accidental damage to property is limited and will not cover wear and tear, minor scuffs or marks that are reasonably expected during a removal.
9.4 Limitation of Claims
Any claim for loss or damage must be reported to the Company as soon as reasonably possible, and in any event within 7 days of completion of the services, providing full details of the alleged loss or damage. The Company may request evidence such as photographs or receipts to assess the claim.
10. Delays and Force Majeure
The Company will make reasonable efforts to adhere to agreed dates and times but cannot guarantee exact arrival or completion times. The Company shall not be liable for delays or failure to perform services where caused by circumstances beyond its reasonable control, including but not limited to traffic conditions, adverse weather, accidents, road closures, mechanical failure, or acts of third parties.
11. Waste Regulations and Disposal
The Company operates in accordance with applicable waste and environmental regulations when transporting and disposing of unwanted items. The Customer must:
a. Clearly identify any items for disposal.
b. Not present hazardous waste, controlled substances or restricted items for collection.
Where the Company agrees to remove items for disposal, these may be taken to a licensed waste or recycling facility. Additional charges may apply for disposal, especially for bulky items, electrical waste, mattresses or other items that incur higher recycling costs. The Company will not be responsible for any items disposed of that the Customer has authorised for removal.
12. Access, Parking and Road Restrictions
The Customer is responsible for ensuring there is suitable parking for the Company’s vehicle at both collection and delivery points. Any parking fines, penalties or towing charges arising from insufficient or unlawful parking instructions from the Customer may be added to the Customer’s bill.
The Customer must inform the Company of any special restrictions, such as low bridges, weight limits, narrow lanes or gated access, which could affect the Vehicle’s ability to reach the property.
13. Complaints
If the Customer is dissatisfied with any aspect of the services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly. The Company will investigate complaints fairly and aim to reach a reasonable resolution.
14. Data and Privacy
The Company will collect and use the Customer’s personal information only as necessary to provide quotes, manage bookings, deliver services, and comply with legal obligations. Customer details will be handled with appropriate care and will not be sold to third parties. The Company may retain records of bookings and communications for a reasonable period.
15. Variations
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Any variation to these Terms and Conditions for a specific job must be agreed explicitly between the Company and the Customer.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or relating to these Terms and Conditions or the services.
17. Severability
If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that part shall be treated as deleted, but the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with the specific details set out in the booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the services provided and supersede any prior discussions, correspondence or understandings.
By confirming a booking with Man with Van Sudbury, the Customer acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.
