Man with Van Strawberry Hill Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Strawberry Hill provides transport, removal and related services to residential and commercial customers. By making a booking, using our services, or allowing us to handle your goods, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Man with Van Strawberry Hill, the provider of removal and transport services.
1.2 "Customer" means the individual, business, or organisation that makes a booking or uses the services of the Company.
1.3 "Services" means any man and van, transport, loading, unloading, packing, removal, or related services provided by the Company.
1.4 "Goods" means the items, furniture, personal belongings, equipment, or materials that the Company agrees to move, transport, or otherwise handle.
1.5 "Service Area" means the general local and regional areas in which the Company offers its man and van and removal services, including collection, delivery, and transit through surrounding locations.
1.6 "Booking" means a confirmed request for Services made by the Customer and accepted by the Company, whether made online, in writing, or verbally.
2. Scope of Services
2.1 The Company provides man and van and removal services for domestic and commercial moves, single-item and multi-item transport, and related assistance within its Service Area and to destinations agreed at the time of booking.
2.2 Unless expressly agreed in writing, the Services do not include the disconnection or reconnection of appliances, the dismantling or reassembly of complex furniture or fixtures, or any specialised moving services that require additional qualifications or equipment.
2.3 The Company may, at its discretion, agree to provide additional services such as packing, furniture dismantling, or assembly. Any such services will be subject to additional charges agreed before work commences.
3. Booking Process
3.1 The Customer may request a quotation by providing accurate details about the collection and delivery addresses, access conditions, floors, parking arrangements, the nature and quantity of Goods, and any special handling requirements.
3.2 Quotations are based on the information provided by the Customer. If the information is incomplete or inaccurate, the Company reserves the right to amend the quotation, adjust the charges, or decline to proceed with the Booking.
3.3 A Booking is only confirmed once the Customer has accepted the quotation and the Company has acknowledged acceptance of the Booking. The Company may require a deposit or full prepayment to secure the Booking.
3.4 The Customer is responsible for checking that all details in the Booking confirmation are correct, including dates, times, addresses, and the description of Goods. Any discrepancies must be reported to the Company as soon as possible.
3.5 The Company reserves the right to refuse or cancel any Booking at its discretion, including where the job involves prohibited items, unsafe conditions, or any situation that the Company reasonably believes may pose a risk to staff, vehicles, or third parties.
4. Customer Responsibilities
4.1 The Customer must ensure that adequate and lawful parking is available at both collection and delivery locations. Any parking permits, visitor passes, or permissions required from local authorities, building managers, or neighbours must be arranged by the Customer in advance.
4.2 The Customer is responsible for ensuring that access to the premises is safe and reasonable. This includes informing the Company in advance of any access challenges such as narrow streets, low bridges, height restrictions, internal stairs, long carrying distances, or restricted loading bays.
4.3 The Customer must ensure that all Goods are properly packed and secured for transport, unless packing services have been explicitly agreed as part of the Booking. Fragile or valuable items must be clearly identified to the Company’s staff.
4.4 The Customer must be present, or represented by an authorised person, at the collection and delivery locations to supervise the loading and unloading, provide instructions, and sign any relevant documentation.
4.5 The Customer is responsible for ensuring that all Goods to be moved are owned by the Customer or that the Customer has full authority to permit their removal. The Customer shall indemnify the Company against any claim arising from the removal of Goods without proper authority.
5. Payments and Charges
5.1 Charges for the Services may be calculated based on hourly rates, fixed prices, distance, volume, or a combination of these methods, as set out in the quotation.
5.2 The Company may require a deposit or full prepayment at the time of Booking. Any remaining balance is payable immediately upon completion of the Services, unless otherwise agreed in writing.
5.3 Time-based bookings are charged from the scheduled start time or actual arrival time, whichever is earlier, until the completion of unloading or when the vehicle is released by the Customer, inclusive of any waiting time or delays not caused by the Company.
5.4 Additional charges may apply for delays, extra labour, additional Goods not disclosed at the time of Booking, extended waiting times, parking fees, tolls, congestion or clean air zone charges, and any other expenses reasonably incurred in the performance of the Services.
5.5 If payment is not made when due, the Company reserves the right to charge interest on overdue amounts and to withhold or suspend further services until full payment has been received.
6. Cancellations and Amendments
6.1 The Customer may cancel or amend a Booking by giving notice to the Company. Any cancellation or amendment is effective only when acknowledged by the Company.
6.2 If the Customer cancels a Booking within a specified period before the scheduled start time, cancellation charges may apply. The applicable cancellation policy and any related charges will be set out in the quotation or communicated at the time of Booking.
6.3 Where a deposit has been paid, the Company may retain part or all of the deposit if the Customer cancels late, fails to provide access, or is otherwise responsible for the Services not being carried out.
6.4 If the Customer wishes to change the date, time, addresses, or scale of the job, the Company will endeavour to accommodate the change but cannot guarantee availability. Revised charges may apply where amendments affect the duration, distance, or resources required.
6.5 The Company reserves the right to cancel or postpone a Booking due to circumstances beyond its reasonable control, including adverse weather, vehicle breakdown, accidents, traffic disruption, illness, or other operational issues. In such cases, the Company will seek to reschedule the Services or offer a refund of any prepaid charges for services not provided.
7. Excluded and Prohibited Items
7.1 Unless expressly agreed in writing, the Company will not carry the following types of items: hazardous or illegal materials, explosives, flammable liquids or gases, weapons, drugs, live animals, perishable goods requiring special storage, or any other items that present a health, safety, or legal risk.
7.2 The Customer must not conceal prohibited items within other Goods. If such items are discovered, the Company may refuse to transport them and may terminate the Services without refund.
7.3 The Customer is responsible for any fines, penalties, or claims arising from the inclusion of prohibited items in the Goods.
8. Waste and Disposal Regulations
8.1 The Company is committed to complying with all applicable waste and environmental regulations when operating within its Service Area and beyond.
8.2 The Company is not a general waste carrier and will not remove household rubbish, undeclared building waste, or other refuse unless this has been expressly agreed in advance as a specific service and is compliant with relevant waste carriage rules.
8.3 Any request to dispose of furniture, appliances, or other Goods must be agreed in advance. Additional charges will apply for disposal services, and the Company reserves the right to refuse items that cannot be legally or safely disposed of.
8.4 The Customer must not request that the Company dispose of Goods in an unlawful manner, including fly-tipping or dumping. The Company will only dispose of items at authorised facilities or via lawful channels.
8.5 If the Customer insists on or is found to have encouraged illegal disposal, the Company may terminate the Services immediately and report the matter to the relevant authorities. The Customer will be liable for any fines, penalties, or costs incurred as a result.
9. Insurance and Liability
9.1 The Company will take reasonable care in handling and transporting the Goods. However, the Customer acknowledges that normal risks are inherent in removal and transport services.
9.2 The Company’s liability for loss of or damage to Goods, whether arising from negligence or otherwise, shall be limited to a reasonable amount per job or per item, subject to any higher cover agreed in writing prior to the commencement of the Services.
9.3 The Company will not be liable for:
(a) Loss or damage arising from the Customer’s failure to pack Goods adequately, unless packing services have been provided by the Company.
(b) Loss or damage to fragile items, including glass, china, artwork, or electronics, unless such items have been properly packaged and clearly identified.
(c) Loss or damage arising from wear and tear, inherent defects, atmospheric or climatic conditions, or pre-existing damage.
(d) Indirect or consequential losses, including loss of profit, loss of opportunity, or emotional distress.
9.4 The Customer must inspect the Goods upon delivery and notify the Company of any visible loss or damage as soon as reasonably possible. Any claims should be made within a reasonable period after the Services have been completed, together with supporting evidence.
9.5 The Company’s total liability in respect of any claim arising from a single job shall not exceed the total amount paid by the Customer for that job, unless otherwise agreed in writing or required by law.
10. Delays and Access Issues
10.1 The Company will use reasonable efforts to arrive at the agreed times, but arrival and completion times are approximate and may be affected by traffic, roadworks, weather, or other factors beyond the Company’s control.
10.2 The Company shall not be liable for any loss or expense suffered by the Customer as a result of delays that are outside the Company’s reasonable control.
10.3 If the Company’s staff are unable to gain access to the collection or delivery address at the agreed time, waiting charges may apply. If access cannot be gained within a reasonable period, the Company may treat the job as cancelled and charge a cancellation fee.
11. Customer Conduct and Health and Safety
11.1 The Customer must treat the Company’s staff with respect and must not subject them to abuse, harassment, or unsafe working conditions.
11.2 The Company may refuse to carry out or may suspend the Services if its staff consider that their health or safety is at risk, including due to aggressive behaviour, unsafe premises, or hazardous Goods.
11.3 Children, pets, and other occupants should be kept clear of the working area to ensure a safe and efficient service.
12. Data Protection and Privacy
12.1 The Company will collect and use the Customer’s personal information for the purpose of providing quotations, managing Bookings, delivering Services, and handling payments and enquiries.
12.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to perform the Services, comply with legal obligations, or with the Customer’s consent.
13. Complaints
13.1 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 investigated and, where appropriate, resolved.
13.2 The Company will endeavour to respond to complaints promptly and to work with the Customer towards a fair outcome. This may include corrective work, goodwill gestures, or other appropriate measures, without prejudice to the Company’s legal position.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
15.2 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.
15.3 No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that right or remedy.
15.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior understandings, representations, or agreements, whether oral or written.
