Terms of business

These terms apply to quotations, bookings and work carried out by Man With Van London. They are summarised here; the booking contract issued when a job is confirmed takes precedence over this page.

1. Quotations

A quotation is based on what you told us — the addresses, the floors, the access at each end, the item and its dimensions. It remains open for the validity period stated on the quotation itself, which is thirty days unless the quotation says otherwise.

Where the access or the item proves materially different from what was described, the price and the plan may change, and we will say so at the time rather than afterwards.

2. Work we decline

We do not undertake whole-house removals, full packing services, moves that pass through storage, or moves whose date depends on a property completion chain. We do not move pianos under any circumstances.

Where an enquiry falls into one of those categories we will say so and decline it. We do not pass enquiries to other firms and we hold no referral arrangements.

3. Money on collections

We do not act as your agent for payment and will not hand over cash, make a transfer or make a card payment to a seller on your behalf under any circumstances. Payment to a seller is a matter between you and them and must be settled before collection.

We are not party to your contract with a seller and take no responsibility for whether an item matches its description, is fit for purpose, or is the item you believed you were buying.

4. Collections generally

We will photograph obvious existing damage before loading. We will report honestly what condition an item appears to be in. We cannot assess authenticity, value or conformity with a listing.

Where a seller is absent, has not dismantled an item as agreed, or where the item cannot be removed from their premises, the journey may be unproductive and charged as made. We ask you to confirm collections in advance precisely to avoid this.

5. Items we do not carry

We hold no waste carrier licence and carry nothing for disposal; items leaving a property must be consigned to a named person or address. Liability for waste disposed of improperly may attach to the householder as well as the carrier.

We do not carry pianos, cash, jewellery, deeds, securities, controlled drugs, firearms, live animals, plants, perishable goods, gas bottles, or anything flammable, explosive or corrosive.

6. Your obligations

You are responsible for arranging parking permits or bay suspensions where required, for any lift or venue booking at either address, for disconnecting and draining plumbed appliances before we arrive, for settling payment with any seller, and for declaring high-value items before the work begins.

7. Payment and deposits

A deposit may be required to confirm a booking. The balance falls due on completion unless the booking contract provides otherwise. Where a deposit is refundable, the refund window is fourteen days from the date of booking, subject to the cancellation terms below.

8. Cancellation and postponement

Tell us as early as you can. Charges for cancellation or postponement depend on the notice given and are set out in full in the booking contract.

9. Liability and claims

We carry goods-in-transit and public liability cover. Limits, exclusions and the basis of settlement are set out in the booking contract. Loss or damage must be reported in writing within seven days of delivery for a claim to be considered.

We are not liable for pre-existing damage or weakness, for damage to items you packed where the packing is the cause, for electrical or mechanical failure unaccompanied by external damage, or for damage to an item we advised should not be moved and which you asked us to move anyway.

10. Overland work outside the United Kingdom

On an overland European run we carry out the loading, the transport and the delivery, and we prepare the transport documentation and the inventory. You supply the supporting documents and make the declarations, and their accuracy is legally yours.

Information given about routes, customs formalities or destination requirements is offered in good faith and is not legal, tax, customs or immigration advice. Requirements are set by the authorities concerned and change without notice to us.

Where delivery requires a carry because a vehicle cannot reach the address, that is set out in the written quotation where it is known in advance.

11. Delays

We give no transit times and make no timing promises. Traffic, building access, lift availability, venue windows, borders and third parties are outside our control, and we are not liable for consequential loss arising from delay.

12. Complaints

Write to hello@manwithvan.london with the booking reference and the details. We will acknowledge, investigate and reply. The formal procedure and the periods applying to it are in the booking contract.

13. Law

These terms and any contract formed under them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.