Terms and Conditions for Man With Van St Pancras
These Terms and Conditions set out the basis on which Man With Van St Pancras provides moving, delivery, collection, and related transport services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms. They are designed to create a clear understanding between the customer and the service provider so that each move is arranged fairly, safely, and efficiently. For the purposes of these terms, references to “we,” “us,” and “our” mean Man With Van St Pancras, and references to “you” or “the customer” mean the person, business, or organisation placing the booking.
These terms apply to all services offered under the Man With Van St Pancras name, including domestic removals, commercial transport, single-item collections, and similar man and van services. They apply whether the booking is made by phone, email, online form, messaging platform, or any other accepted method. Any special agreement must be confirmed in writing to have effect. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.
The customer is responsible for ensuring that all information supplied during the booking process is accurate and complete. This includes collection and delivery addresses, access details, item descriptions, parking restrictions, floor levels, timing requirements, and any need for additional handling. Failure to provide correct information may result in extra charges, delays, or the inability to complete the service as originally planned.
1. Booking Process
A booking is only confirmed once we have accepted the job and provided confirmation in writing or by another clear recorded method. A quote given before confirmation is based on the information available at the time and may change if the actual work differs from the details supplied. This is particularly relevant where the job involves more items, heavier objects, longer waiting times, restricted access, or services outside the agreed scope.
When requesting a quotation, the customer should provide as much detail as possible. The quote may be based on an hourly rate, a fixed fee, or a combination of both. If a booking is scheduled for a specific date and time, we will aim to attend as agreed, but arrival times may vary due to traffic, weather, prior jobs, or circumstances outside our control. Any estimated time window should be treated as approximate unless expressly stated otherwise.
The customer must ensure that someone authorised to give instructions is present, or otherwise available, at the collection and delivery points if needed. If no authorised person is available, we may proceed according to prior instructions, delay the job, or refuse to continue where doing so would be unsafe or impractical. Where a service requires parking, permits, or other access arrangements, the customer must organise these unless we have agreed in writing to do so on their behalf.
2. Scope of Service
Our services are limited to the transport, handling, loading, unloading, and delivery of goods as agreed in the booking. We may also assist with reasonable lifting, dismantling, reassembly, or placement of items if this is agreed in advance and can be carried out safely. We are not obliged to move items that are unsafe, illegal to transport, incorrectly packed, excessively heavy without prior notice, or likely to cause damage to property, people, or vehicles.
The customer must pack and prepare items appropriately unless packing has been specifically included in the booking. We are not responsible for hidden defects, unsuitable packaging, or damage arising from poor packing. Fragile, valuable, or delicate goods should be labelled clearly and disclosed before the job begins. Items such as glass, antiques, electronics, artwork, and furniture with special handling needs should be identified in advance so that suitable precautions can be considered.
We reserve the right to refuse any item or task that poses a safety risk, breaches the law, or exceeds the agreed capacity of the vehicle or crew. If we discover that a booking description was materially inaccurate, we may revise the fee, change the service arrangement, or terminate the service where necessary. Any such decision will be made reasonably and with due regard to the circumstances on site.
3. Payments
Payment terms will be specified in the quotation or booking confirmation. Unless agreed otherwise, payment is due on completion of the service. We may require a deposit, part-payment, or full advance payment for certain bookings, especially where the job is scheduled for a fixed date, involves waiting time, or requires significant preparation. Where a deposit is taken, it may be non-refundable unless the cancellation is made in accordance with these terms.
Accepted payment methods may include bank transfer, debit card, credit card, or other approved methods. Any bank charges, failed payment fees, or chargeback-related costs arising from the customer’s actions may be added to the amount due where permitted by law. If payment is not received on time, we may suspend further services, withhold delivery where lawful, or take reasonable steps to recover the outstanding sum.
Unless stated otherwise, all prices are quoted exclusive of VAT or other taxes where applicable. Additional charges may apply for congestion, tolls, parking, congestion-related delays, waiting time, extra labour, difficult access, carrying goods over long distances, or a change in route or destination requested by the customer. Any increase will be explained as far as reasonably possible before it is applied. The customer agrees to pay reasonable costs incurred due to inaccurate instructions or changes made after the job has started.
Invoices, if issued, are payable by the due date shown on the invoice. Failure to pay may result in interest and recovery charges where allowed by law. We may retain a lien over goods in our lawful possession to secure payment of sums properly due for the service, subject always to applicable legal requirements. Where goods are stored temporarily in connection with the service, reasonable storage charges may also apply if the delay is caused by the customer.
4. Cancellations and Amendments
The customer may cancel or amend a booking by giving notice as soon as possible. The amount payable on cancellation will depend on the timing of the notice and any costs already incurred. If a booking is cancelled close to the scheduled date, a cancellation fee may apply to cover reserved labour, vehicle allocation, and administrative time. Where a deposit has been paid, it may be retained in full or in part to the extent reasonably necessary to cover our losses.
If the customer fails to provide access, is not present when required, or is otherwise unable to proceed with the booking at the scheduled time, we may treat this as a late cancellation or failed attendance. In such cases, the full fee or a reasonable proportion of it may remain payable. If we need to cancel or reschedule due to vehicle failure, staff illness, severe weather, legal restrictions, or other unforeseen circumstances, we will use reasonable efforts to notify the customer and arrange an alternative date where possible.
5. Liability and Risk
We will exercise reasonable care and skill in providing the service. However, our liability is limited to losses caused by our negligence or breach of these terms, and only to the extent permitted by law. We are not responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time of booking. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
The customer remains responsible for ensuring that items are suitable for transport and that any contents are secured. Unless we have expressly agreed to provide packing, we are not liable for damage caused by items being loose, overloaded, incorrectly stacked, or inadequately protected. Where we assist with dismantling or reassembly, we do so on a reasonable-efforts basis and are not responsible for pre-existing defects, poor-quality fittings, or failures due to the item’s age or condition.
We are not liable for delay caused by traffic, road closures, adverse weather, police action, accidents, industrial action, or events outside our reasonable control. The customer should make their own arrangements for insurance if they wish to cover high-value goods. Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service so that the matter can be investigated.
6. Customer Obligations
The customer must ensure that goods are legally owned or otherwise authorised for transport. We may ask for proof of ownership or authority where appropriate. The customer must not ask us to move prohibited goods, hazardous materials, stolen items, undeclared waste, or anything that would breach applicable laws or regulations. The customer is also responsible for ensuring that the premises are safe for loading and unloading, including clear walkways, suitable parking arrangements, and adequate access for the vehicle and crew.
Where the customer provides instructions that may affect safety, legality, or service quality, we may refuse to act on those instructions. We are entitled to rely on the information supplied by the customer and will not be liable for problems resulting from false, incomplete, or misleading details. The customer agrees to indemnify us against losses, claims, fines, penalties, and costs arising from their breach of these obligations, except where caused by our own negligence or unlawful conduct.
7. Waste Regulations
If the service includes the removal or disposal of waste, the customer must comply with all applicable waste legislation, including the duty of care relating to transfer and disposal. We may only transport waste where it is lawful to do so and where the waste type has been accurately described. The customer must not present us with waste that is hazardous, unclassified, contaminated, or illegal to handle unless we have expressly agreed and are properly licensed or authorised to manage it.
The customer is responsible for ensuring that waste is separated, identified, and described truthfully before collection. Where a waste transfer note, description, or declaration is required, the customer must provide the information requested and sign any relevant document where appropriate. We may refuse to collect waste if doing so would breach environmental law, create a risk to health and safety, or exceed the scope of our permissions. Any costs, penalties, or liability arising from incorrect waste description or unlawful disposal instructions may be charged to the customer where permitted by law.
We reserve the right to decline items that appear to be commercial waste, electrical waste, fluids, tyres, chemicals, asbestos, clinical waste, or other regulated materials unless a separate lawful arrangement has been made. The customer must not treat moving services as a means of disposing of prohibited or controlled waste. Any waste handling that is accepted by us will be carried out in accordance with applicable licensing, carrier, and disposal requirements.
8. Property Access and Safety
The customer must obtain all permissions needed for access to buildings, roads, estates, loading bays, and private land. We are not responsible for delays or inability to complete the job where access is refused or restricted by third parties, building management, security personnel, or parking enforcement. If our crew believes that a location is unsafe, we may postpone or stop work until conditions are made safe. This includes situations involving unsafe stairs, unstable flooring, exposed wiring, aggressive behaviour, or environmental hazards.
The customer must ensure that pets, children, and bystanders are kept clear of the work area. Smoking, intoxication, abuse, or threatening behaviour towards our staff will not be tolerated. We may withdraw from the booking immediately if conditions become unsafe or abusive, and any fees already incurred may remain payable. Any reasonable instruction from our team concerning safety, load distribution, lifting technique, or site conditions must be followed.
9. Complaints and Claims
Any complaint should be raised promptly so that we can investigate and, where appropriate, take remedial steps. The customer should provide details of the booking, the issue complained of, and any evidence reasonably available, such as photographs or item descriptions. We aim to deal with concerns fairly and within a reasonable time. If a loss or damage claim is made, the customer must take reasonable steps to preserve the goods and assist with any investigation or assessment.
We may inspect damaged items or request further information before deciding whether any payment, repair, or other remedy is justified. Any remedy offered will reflect the extent of our responsibility and the value of the proven loss. We do not accept liability for claims that are unsupported, late, or inconsistent with the evidence. Where a third party is involved, we may need additional time to determine responsibility.
Nothing in these terms affects any statutory rights that cannot be excluded or limited by contract. The customer should note that certain claims may be subject to legal time limits, and it is therefore important to raise any issue as soon as it becomes known. We encourage the customer to keep records relating to the booking, the condition of items, and any instructions given at the time of the service.
10. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales unless another part of the United Kingdom is expressly applicable by law to the relevant transaction. The courts of England and Wales shall have jurisdiction, subject to any mandatory legal rights of consumers or other parties that apply by law.
If any dispute arises, the parties should first seek to resolve it amicably and in good faith. If a resolution cannot be reached, either party may pursue any legal remedy available. No waiver of any right or remedy shall be considered effective unless agreed in writing, and any failure to enforce a provision on one occasion shall not prevent later enforcement.
These terms may be updated from time to time to reflect changes in law, service practices, or business requirements. The version applicable to a booking is the version in force at the time the booking was confirmed, unless a later change is required by law or agreed in writing. By continuing to use Man With Van St Pancras services, the customer acknowledges acceptance of the relevant terms governing that booking.