Terms and Conditions for Man With Van Strawberry Hill

These Terms and Conditions set out the basis on which Man With Van Strawberry Hill provides removal, delivery, transport, and related services to customers in the UK. By making a booking, confirming a quote, or allowing the service to begin, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are written to be clear and practical, and they apply whether the service involves a small domestic move, single-item transport, office relocation support, or other agreed van-based service.

In these terms, “we”, “us”, and “our” refer to the service provider operating as Man With Van Strawberry Hill, and “you” or “customer” refers to the person requesting or paying for the service. The scope of any job will be the one agreed at the time of booking, including any stated collection and delivery points, access conditions, time windows, and any special handling requirements. Any additional work not included in the original booking may be charged separately.

These terms are intended to support fair use of the service and to reduce misunderstandings. They should be read together with any quote, booking confirmation, inventory list, or written instructions exchanged before the job begins. If there is any inconsistency between these terms and a specific written agreement, the specific written agreement will apply to the extent of the inconsistency.

Booking Process

A booking is not confirmed until we have accepted your request and, where applicable, received any required deposit or advance payment. Man With Van Strawberry Hill may provide an estimate before confirming a final price. Estimates are based on the information you supply, including the size and number of items, access conditions, distance, and expected labour required. You are responsible for giving accurate and complete information. If key details are omitted or later found to be incorrect, the quote may be revised.

When you request a service, you may be asked to provide: collection and delivery addresses, preferred dates and times, item descriptions, floor levels, lift availability, parking restrictions, and any fragile, heavy, or unusually shaped objects. If specialist handling, dismantling, packing, or extra manpower is required, this must be disclosed in advance. The man with van service is designed for efficient transport, but it is not a substitute for services that require specialist equipment unless expressly agreed.

We reserve the right to refuse or cancel a booking if the requested job is unsafe, unlawful, outside the agreed service scope, or likely to cause damage that cannot reasonably be avoided. Acceptance of a booking does not guarantee that all items will be carried if they are unsafe, prohibited, or materially different from what was described. If the service has been scheduled for a specific time, reasonable flexibility may be required because of traffic, access issues, weather, or other operational factors beyond our control.

Customer responsibilities before the move

Before the agreed collection time, you must ensure that all items are ready to be moved, appropriately packed where necessary, and accessible. You must also make sure that the property can be safely accessed, that parking arrangements are lawful, and that any required permissions from landlords, managing agents, or building management are obtained in advance. If we are delayed because access was not available or because items were not ready, waiting time or wasted journey charges may apply.

Payments

Payment terms will be confirmed at the time of booking or in the quote. Unless agreed otherwise in writing, payment is due on completion of the service. We may request a deposit, part-payment, or full advance payment for certain jobs, including larger removals, long-distance transport, or appointments requiring reserved time slots. Deposits are generally non-refundable unless we cancel the service or another refund is required by law.

Accepted methods of payment may include bank transfer, card payment, or cash, depending on the arrangements made at booking. Where payment is made by bank transfer, cleared funds must be received by the agreed time. Any bank charges, failed payment fees, or costs arising from incorrect payment details supplied by the customer may be charged to you. All prices are quoted in pounds sterling unless stated otherwise and may be inclusive or exclusive of VAT depending on the service structure and any legal requirement.

Additional charges may arise if the job changes after booking or if the actual conditions differ from the description given. This may include waiting time, extra stops, long carries, multiple flights of stairs, difficult parking, congestion, last-minute item additions, or time spent dealing with delays caused by incomplete access arrangements. If an urgent change is required, we will aim to notify you of any revised price before proceeding where reasonably practicable.

We may also charge for failed collection or delivery attempts where the failure is caused by you, including where no suitable person is present, keys are unavailable, access is denied, or the items are not ready. In such circumstances, the booking may be treated as completed for charging purposes if we have attended the site and were unable to perform the service due to matters outside our control.

Cancellations and Rescheduling

You may request to cancel or reschedule a booking by giving notice as early as possible. Cancellation terms may vary depending on the size of the job, the notice given, and whether staff, vehicles, or third-party services have already been allocated. For smaller jobs, a short-notice cancellation may incur a fee; for larger or peak-time bookings, a greater proportion of the fee may be retained to cover reserved capacity and administrative costs.

If you cancel with sufficient notice, and no non-refundable costs have been incurred, we may refund some or all of any advance payment at our discretion, subject to the booking terms provided at the time of confirmation. If we have already incurred direct costs on your behalf, including parking, materials, storage, or subcontracted support, these may be deducted from any refund. Any refund due will normally be processed using the original payment method where possible.

We may cancel or postpone a booking where it is unsafe to proceed, where the service cannot reasonably be delivered due to circumstances beyond our control, or where you have failed to provide essential information. Examples include extreme weather, road closures, vehicle breakdown, illness, industrial action, or emergency operational issues. If we cancel for reasons within our control, we will seek to rearrange the service or provide a refund of the relevant payment received for the cancelled portion of the job.

If you are not available at the agreed time and no reasonable alternative arrangement has been made, we may treat the booking as cancelled by you. The same may apply if access is impossible or the premises are not ready for loading or unloading. In any case, we will act reasonably and will not apply cancellation charges unfairly or in a manner contrary to applicable UK consumer law.

Liability and Risk

We will carry out the service with reasonable care and skill. However, you acknowledge that moving goods involves some risk, especially for fragile, antique, high-value, or poorly packed items. Unless we have expressly agreed in writing to pack or handle a specific item, you remain responsible for ensuring that your belongings are suitably protected and labelled. Man With Van Strawberry Hill is not liable for damage caused by poor packaging, pre-existing defects, inherent fragility, or the customer’s own handling instructions if those instructions are followed in good faith.

Where we are responsible for proven loss or damage caused by our negligence, our liability will be limited to the direct loss or damage actually suffered and will not include indirect or consequential losses such as lost profits, missed appointments, emotional distress, or loss of opportunity, except where such limitation is not permitted by law. 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 legally be excluded under UK law.

You must inform us in advance of any items of exceptional value, sentimental significance, or specialist handling requirements. If you choose not to declare such items, you accept the increased risk associated with their transport. We may decline to move particularly valuable, dangerous, perishable, or prohibited items, or may require additional documentation, insurance, or a revised quote before accepting them.

Any claim for loss or damage must be notified to us as soon as reasonably possible and, where practicable, before the service vehicle leaves the delivery location. You should provide clear details, photographs if available, and any relevant supporting evidence. Failure to report an issue promptly may affect our ability to investigate the matter. We will consider all claims fairly and in accordance with applicable law and any insurance arrangements in place.

Waste Regulations and Prohibited Items

If the service includes removal of unwanted goods, waste, or discarded items, you must ensure that the materials are accurately described. We only accept waste or disposal tasks that are lawful and specifically agreed in advance. Under UK waste regulations, including relevant duty-of-care requirements, waste must be handled, transferred, and disposed of responsibly. You must not ask us to collect hazardous, contaminated, illegal, or unclassified waste unless we have expressly agreed in writing and the service is lawful.

Examples of items that may require special handling or refusal include asbestos, chemicals, paints, oils, gas bottles, medical waste, batteries, electrical equipment, confidential documents, and materials that are dangerous, toxic, or controlled by law. We may also refuse items that are wet, leaking, odorous, infested, or likely to contaminate other goods or vehicles. If waste is accepted, you warrant that you have the right to dispose of it and that it has been truthfully described.

Where waste transfer applies, you agree to cooperate with any lawful record-keeping requirements, including the provision of accurate descriptions of the waste stream, origin of the materials, and destination arrangements if required. You also agree that all loads will be packed and secured in a way that prevents spillage or harm during transit. If we reasonably believe that a load breaches environmental law, road safety rules, or disposal obligations, we may refuse to carry it or may terminate the service immediately.

Any additional costs arising from lawful disposal, recycling, special handling, or compliance with waste management rules may be charged to you. You remain responsible for the accuracy of any instructions relating to waste. If you ask us to dispose of items that later prove to be prohibited or misdescribed, you may be liable for any resulting costs, penalties, clean-up expenses, or third-party claims caused by your breach of these terms.

Service Conditions and Customer Obligations

You must ensure that all goods are properly packed, secured, and fit for transport unless we have agreed to pack or prepare them. We are not responsible for items that are inadequately packed by the customer. Fragile items should be protected using suitable materials and clearly marked. Where assembly, disassembly, or special loading is requested, this should be declared before the booking is accepted so that time and staffing can be planned correctly.

You must also ensure that the route between the vehicle and the premises is reasonably clear. This includes hallways, staircases, entrances, and driveways. Any obstacles, narrow access points, or parking limitations must be disclosed in advance. If we determine that an item cannot be safely moved through the available access route, we may refuse to proceed with that item or may revise the quote to reflect the additional labour required.

We are entitled to make reasonable decisions about the safest and most practical way to carry out the service. This includes the choice of loading sequence, vehicle position, and handling method. While we will take reasonable care to follow your instructions, our staff may refuse instructions that would compromise safety, increase the risk of damage, or breach road traffic, health and safety, or environmental requirements.

Any property left in the vehicle or on site after completion should be reported promptly. We may store found items for a reasonable period, but unclaimed items may be disposed of or dealt with in accordance with applicable law after reasonable notice where possible. We are not responsible for items not listed on the inventory or not clearly identified at the time of collection.

Governing Law and General Terms

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the law of England and Wales. If you are a customer resident in Scotland or Northern Ireland, mandatory consumer protections applicable in your jurisdiction may still apply where required by law. Any legal proceedings shall be subject to the jurisdiction of the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as deleted to the extent necessary, and the remaining provisions shall continue in full force. No failure or delay by us in enforcing any right shall operate as a waiver of that right. Any waiver must be agreed in writing to be effective. These terms may be updated from time to time, and the version in force at the time of your booking will apply to that booking.

Nothing in these terms affects your statutory rights as a consumer where applicable. If you are booking as a business customer, the service is supplied subject to the same general principles, but additional business-to-business rules may apply to liability, payment, and claims. Any reference to written communication includes email or other agreed electronic formats, provided that the communication can be retained and reproduced.

By proceeding with a booking for Man With Van Strawberry Hill, you confirm that you have read, understood, and accepted these terms and that you are authorised to agree to them on behalf of yourself or the party for whom the booking is made. These terms are intended to provide a fair framework for both sides and to support a reliable, compliant, and professional moving service.