Terms and Conditions for Man And Van Waterloo

These Terms and Conditions set out the basis on which Man And Van Waterloo provides moving, transport and related assistance services to customers. By making a booking, confirming a quotation, or allowing the service to begin, the customer agrees to be bound by these terms. They are intended to create clarity about how bookings are accepted, how payments are handled, what happens if plans change, and the responsibilities of both parties throughout the service. These terms apply to domestic, commercial and one-off transport jobs unless otherwise agreed in writing.

For the purposes of these terms, references to “we”, “us” and “our” mean the service provider operating under the name Waterloo man and van. References to “you” and “your” mean the customer, client, booking party or authorised representative requesting the service. A booking may relate to removal of household items, office equipment, single-item transport, loading support, unloading support, or other agreed transport tasks. Nothing in these terms affects your statutory rights as a consumer where those rights cannot legally be excluded.

The agreement is based on the details supplied at the time of booking. If the goods, access conditions, timings or scope of work differ from the information originally provided, we may adjust the price, staffing, vehicle size, timing or service method accordingly. Customers should ensure that all booking information is accurate and complete. Any failure to disclose relevant information may affect the service and may result in additional charges, delays or cancellation if the work cannot reasonably be completed as quoted.

1. Booking process

Bookings for man and van Waterloo services may be made by phone, email, online form or other accepted communication method. A booking is only confirmed when we have checked availability, agreed the job details and provided a clear price estimate or fixed quote, if applicable. We may request photographs, item lists, access details, floor levels, parking restrictions, special handling requirements or inventory information before confirming the booking. This helps us allocate the correct vehicle, equipment and time.

The customer is responsible for providing truthful and complete details about the items to be moved, the collection and delivery points, any parking limitations, and any conditions that may affect access or safety. If items are excessively heavy, fragile, valuable, hazardous or unusually large, you must inform us in advance. We may decline a booking, modify the service, or require additional staff or equipment where necessary. The booking is personal to the customer and may not be transferred to another person without our consent.

We reserve the right to refuse or cancel a booking where we believe the service would be unsafe, unlawful, impractical or materially different from the information provided. Arrival times are given as estimated windows rather than guaranteed exact times, unless a specific appointment has been agreed in writing. Delays may occur due to traffic, weather, access restrictions or earlier jobs running over. We will use reasonable efforts to keep you informed if we expect a significant delay.

2. Payments and charges

Payment terms will be confirmed at the time of booking or on the issued invoice. Unless otherwise agreed, payment is due on completion of the service or before delivery where prepayment has been requested. We may accept bank transfer, card payment or other approved methods. Cash may be accepted only where agreed in advance. Any bank charges, failed payment fees or currency conversion costs caused by the customer’s chosen payment method are the customer’s responsibility.

Quoted prices are based on the information provided before the job starts. Charges may be based on hourly rates, fixed rates, mileage, load size, waiting time, parking costs, or a combination of these factors. If the actual job differs from the original description, we may revise the price accordingly. Additional charges may apply for delays caused by the customer, repeated loading trips, long carrying distances, stairs not previously disclosed, congestion charging, tolls, or requests for extra labour, packing or dismantling.

Where a deposit is required, it secures the booking date and may be non-refundable except where cancellation is made in accordance with these terms. Invoices must be paid by the due date stated. Late or unpaid balances may lead to suspension of future services, recovery action and reasonable costs of collection, to the extent permitted by law. Title to any goods is not affected by these payment provisions, and nothing here grants ownership rights in customer property to us.

If an overrun occurs because the move takes longer than expected, the additional time will normally be charged at the applicable rate, rounded to the nearest agreed interval. Waiting time may also be charged if access is not ready, keys are unavailable, the customer is absent, or items are not prepared for loading. The customer should ensure that all goods are packed, labelled and ready at the agreed time unless we have specifically agreed a packing service.

3. Cancellations and changes

Customers may request changes to the date, time, address, scope of work or vehicle requirements. We will use reasonable efforts to accommodate changes, but changes are subject to availability and may affect the quoted price. A substantial change may require a new quote. If the job details are materially different from the original booking, we may treat the revised requirement as a new service request rather than a continuation of the previous agreement.

Cancellations should be made as soon as possible. If you cancel with sufficient notice, any deposit treatment will depend on the terms agreed at booking. If you cancel at short notice, after we have allocated resources, or once the team is en route or on site, we may charge a cancellation fee to cover lost time, travel, and administrative costs. Where a service has already started, you may remain liable for the work completed and any unavoidable costs incurred.

4. Our responsibilities and liability

We will carry out the agreed service with reasonable care and skill. Our team will handle items in a professional manner and will take reasonable steps to avoid damage to property and goods. However, you acknowledge that moving and transport work involves practical risks, especially where items are heavy, awkward, fragile or poorly packed. We are not responsible for damage caused by inadequate packing, pre-existing defects, inherent fragility, hidden weakness, or the customer’s failure to provide accurate information.

Unless otherwise agreed in writing, we do not provide a specialist packing guarantee, dismantling guarantee, or insurance cover beyond any statutory or contractual arrangement expressly stated. It is your responsibility to ensure that valuable, delicate or irreplaceable items are appropriately protected and, where needed, separately insured. You should keep and transport sensitive documents, cash, jewellery, artwork and similar items personally unless we have expressly accepted responsibility for them.

Our liability for loss or damage, where legally established, will be limited to the direct loss or damage caused by our negligence and will not include indirect, consequential or economic losses such as loss of profit, missed appointments, emotional distress, or business interruption, except where such exclusion is prohibited by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

You must ensure that the premises, access routes and parking areas are safe and suitable for our team and vehicle. If we reasonably believe that a location or task presents an unsafe condition, we may refuse to proceed until the issue is resolved. We are not liable for delays or non-performance caused by unsafe access, building restrictions, road closures, adverse weather, strikes, civil disruption or other events beyond our reasonable control.

5. Customer obligations

The customer must ensure that the goods to be moved are legal to transport, do not contain prohibited or hazardous materials, and are not subject to any restriction that has not been disclosed in advance. You must obtain any necessary permissions from landlords, building managers, local authorities, neighbours or third parties where relevant. If permits, resident bays, access codes or security arrangements are required, the customer should arrange them unless we have expressly agreed otherwise.

You are responsible for disconnecting appliances, draining water where necessary, and preparing electrical or plumbing equipment for transport unless we have agreed to carry out those tasks. It is your responsibility to check that items fit through doorways, stairways and access points. If an item cannot be moved because of access limitations, structural constraints or inadequate preparation, we may charge for the time spent and any attempt made in good faith.

Man and van Waterloo services depend on clear communication and timely preparation. You must be present, or represented by an authorised adult, at the start and end of the job unless otherwise agreed. Any instructions given by an unauthorised person may be disregarded. You should check that all goods have been collected and delivered correctly before signing off the job or confirming completion where a sign-off process is used.

6. Waste regulations and prohibited items

If the service includes removal of unwanted items or disposal of waste, both parties must comply with applicable UK waste laws and environmental regulations. We will only transport, handle or dispose of waste in a lawful manner. The customer must tell us in advance if any items are to be treated as waste, mixed waste, electrical waste, furniture waste, construction debris or other regulated material. We may refuse any item that cannot lawfully or safely be transported or disposed of under our procedures.

We do not accept responsibility for waste that is improperly described, mislabelled, concealed or introduced into the load without prior agreement. Hazardous items, including but not limited to asbestos, chemicals, paint, solvents, fuels, medical waste, pressurised containers and certain batteries, must not be handed over unless we have expressly agreed in writing and all legal requirements are met. If prohibited waste is presented, we may refuse collection, remove the item from the vehicle, or charge additional costs for dealing with the issue.

Where waste transfer is involved, you agree to provide accurate information about the type and origin of the waste and to cooperate with any records or declarations required by law. We may issue a receipt or transfer note where applicable. The customer must not request or permit the unlawful disposal of waste, fly-tipping, or concealment of regulated materials. If we believe a request may breach waste regulations, we may immediately stop the service and notify the relevant authorities where required.

7. Delays, force majeure and service interruptions

We will take reasonable steps to complete each booking within the agreed timeframe, but we are not liable for delay caused by events outside our control. These may include severe weather, traffic accidents, roadworks, access problems, vehicle breakdown, illness, staff shortages, industrial action, emergency incidents, or instructions from police or public authorities. In such cases, we may reschedule the booking, adjust the route, use a substitute vehicle, or carry out the service at a later time.

If circumstances beyond our control make performance impossible or commercially unreasonable, either party may suspend the job until the problem is resolved or, if necessary, cancel the affected part of the agreement. Where practicable, we will discuss alternatives with the customer. Any liability for delay will be limited to the amount paid for the affected service, except where law requires otherwise. We will not be responsible for losses caused by missed deadlines, planned chain moves or connected arrangements unless expressly agreed in writing.

8. Complaints, notices and legal matters

If you believe a problem has occurred during the service, you should notify us as soon as reasonably possible and provide any relevant supporting details, such as photographs or item lists. We may ask to inspect the issue or request further information so that we can investigate fairly. Where a claim is valid, our preference is to resolve the matter by repair, replacement, partial refund or another reasonable remedy depending on the circumstances and applicable law.

Any notice under these terms should be made using the communication method used for the booking or another agreed written method. Notices are considered received when reasonably delivered, taking account of normal business processes. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any term at one time does not amount to a waiver of that term or any future right to enforce it.

These terms may be updated from time to time to reflect changes in law, service methods or operational requirements. The version in force at the time of your booking will normally apply to that booking unless a later version has been expressly accepted by both parties. Customers are encouraged to review the terms periodically before making a new reservation for man and van Waterloo or any related transport service.

9. Governing law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Both parties agree that the courts of England and Wales will have jurisdiction to settle disputes, subject to any rights you may have to bring claims in another competent forum under mandatory consumer law. This governing law clause applies to the interpretation, validity, performance and enforcement of the agreement.

By proceeding with a booking, you confirm that you have read, understood and accepted these Terms and Conditions for Waterloo man and van services. If you do not agree with any part of the terms, you should not make a booking or permit the service to begin. These terms form the entire agreement between the parties in relation to the booked service, except where separately agreed in writing or required by law.