Terms and Conditions for Man And Van Ilford

These Terms and Conditions set out the basis on which Man and Van Ilford provides moving, collection, delivery, and related transport services within the UK. By making a booking, the customer agrees to be bound by these terms. These conditions are designed to keep the service clear, fair, and practical for both parties. They apply to all standard removals, single-item transport, furniture moves, loading assistance, and associated labour unless we agree otherwise in writing.

In these Terms, “we,” “us,” and “our” refer to the service provider operating under the Man and Van Ilford name, and “you” or “the customer” means the person requesting or paying for the service. The terms below should be read carefully before confirming a booking. If any part is unclear, the customer should ask for clarification before the service date. Acceptance of a quotation, deposit, or booking confirmation indicates agreement to these conditions.

These terms apply to both domestic and commercial jobs, whether booked as a one-off task or as part of a repeat arrangement. They also cover situations where additional labour, waiting time, or extra stops are requested on the day. The service may be provided by one driver, a driver with helpers, or a team suitable for the scope of the job. Nothing in these terms affects your statutory rights.

All bookings begin with a request for a quotation or estimate. The customer must provide accurate details about the items, access conditions, floor level, parking, lifting requirements, and the collection and delivery addresses. Quotes are based on the information supplied at the time of enquiry. If the information changes, the quote may be adjusted. For example, if there are more items than originally described, long carries, delayed access, or additional labour, the final price may be revised accordingly.

A booking is only confirmed once we have agreed the service details, date, and price, and the customer has accepted them. In some cases, we may request a deposit or pre-authorisation to secure the slot. The customer is responsible for checking that the date, time, vehicle size, number of staff, and service scope are correct. It is the customer’s duty to ensure that all items ready for transport are included in the booking and that the address details are complete and accurate.

If the service requires parking permits, access codes, building permission, lift reservation, or other arrangements, the customer must make these ready in advance unless we have agreed to handle them. Delays caused by missing access, incorrect information, or third-party restrictions may lead to extra charges or rescheduling. Man and Van Ilford aims to provide a straightforward booking process, but the success of the job depends on the accuracy of the information supplied. Bookings may be refused or altered if the job is unsafe, unlawful, or outside the agreed scope.

Payment terms will be confirmed at the point of booking or before the job begins. Unless otherwise agreed, payment is due in full upon completion of the service. We may accept bank transfer, cash, card payment, or another method agreed in advance. Where a deposit is required, it is used to secure the booking and may be non-refundable in accordance with the cancellation terms below. Any outstanding balance must be paid promptly and in full.

The quoted price normally covers the agreed vehicle, labour time, and the route described in the booking. It does not automatically include parking charges, congestion charges, tolls, ferry fees, waiting time, dismantling, reassembly, or additional stops unless these are expressly included in the quote. If extra services are requested during the job, the customer agrees that the price may increase. Any such additional charges will be explained where reasonably possible before they are incurred.

If payment is not made when due, we may withhold completion documents, refuse release of goods where lawful to do so, or charge reasonable recovery costs. Late payment may also result in interest or administration fees where permitted by law. We reserve the right to suspend or cancel future bookings if previous invoices remain unpaid. The customer must ensure that payment details are correct and that sufficient funds are available for any agreed card or transfer transaction.

Cancellations and changes should be made as early as possible. If the customer needs to change the date, time, collection point, or scope of work, we will try to accommodate the request, but changes are subject to availability. A change may be treated as a cancellation followed by a new booking if the original slot cannot be reallocated. Any revised price will depend on the new requirements.

If the customer cancels with reasonable notice before the agreed start time, we may refund part of a deposit depending on the work already carried out and any costs incurred. Cancellations made at short notice may result in a charge to cover the reserved time, staffing, fuel, or administrative costs. If the vehicle or staff have already been dispatched, or if work has already started, the customer may be charged the full or partial booking fee. The amount retained will be fair and proportionate to the circumstances.

We may cancel or postpone a booking if weather, traffic conditions, vehicle breakdown, staff illness, unsafe access, or other events outside our control prevent safe performance of the service. Where we do this, we will try to reschedule at the earliest reasonable time. We are not liable for losses caused by cancellation due to events beyond our control, although any prepaid amount for work not performed will normally be refunded or credited where appropriate. Force majeure events include severe weather, accidents, road closures, strikes, and other unforeseen disruptions.

If you ask us to move, carry, load, unload, or transport items, you confirm that you have the legal right to do so and that the items do not contain prohibited or dangerous materials. The customer must tell us in advance about fragile items, high-value goods, awkward access, weight limits, or items that may need special handling. We may refuse to move any item that appears unsafe, illegally held, improperly packaged, or likely to damage property or vehicles.

Our liability is limited to direct losses caused by our proven negligence or breach of contract. We do not accept responsibility for indirect or consequential losses, including loss of profit, loss of business, missed appointments, emotional distress, or loss caused by delays outside our control. Where the law allows, our total liability for any one claim will not exceed the amount paid for the relevant service, unless a greater amount is required by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Customers are responsible for protecting items that are especially fragile, valuable, antique, or sentimental. Unless we have agreed in writing to provide specialist packing or extra protection, we cannot guarantee against minor scuffs, marks, scratches, or incidental cosmetic wear that may arise during normal loading and transport. It is the customer’s responsibility to ensure that loose contents, drawers, lids, and detachable parts are secured before transit. We may use blankets, straps, trolleys, and other equipment as appropriate, but this does not create an absolute warranty against damage.

If a claim for damage, loss, or delay is made, the customer should notify us as soon as reasonably possible and provide evidence where available, including photographs, a description of the issue, and details of the affected item. We may require the damaged item to be retained for inspection. Any claim must be submitted within a reasonable time and in any event within the period allowed by law. Failure to allow inspection may affect the ability to assess the claim fairly.

We are not responsible for pre-existing damage, items packed by the customer in a way that makes inspection impossible, or goods that are poorly secured by others before our arrival. If damage occurs because of defective packaging, structural weakness, or inadequate access information supplied by the customer, we may decline liability to the extent permitted by law. This applies equally to parts that were already loose, unstable, overloaded, or unsuitable for safe transport.

Where we are arranging a move involving dismantling, assembly, or repositioning of furniture, the customer accepts that such work may involve ordinary wear, small fixings, or minor cosmetic variations. We do not guarantee that all items can be dismantled and reassembled without risk. Any service involving heavy or awkward furniture must be assessed on the day, and we may stop work if there is a genuine safety concern. Nothing in this section affects your rights under the Consumer Rights Act 2015.

Waste handling and disposal are subject to UK law, including rules relating to controlled waste, environmental protection, and duty of care. We may only remove waste or unwanted items if this has been clearly agreed in advance and if the load complies with applicable regulations. The customer must accurately describe the waste type before booking so that we can determine whether it can be collected legally and safely. We do not accept responsibility for undisclosed hazardous, toxic, or prohibited waste.

The customer must not include asbestos, clinical waste, chemicals, gas bottles, paint, solvents, oils, tyres, pressurised containers, electrical items requiring specialist treatment, or any other material that needs licensed handling unless we have expressly agreed and are legally permitted to transport it. If prohibited material is discovered during collection, we may refuse to take it, isolate it, or return it to the customer if safe to do so. Any additional cost caused by inaccurate waste descriptions or unsafe loading may be charged to the customer.

Where waste removal is provided, the customer remains responsible for ensuring the waste is properly segregated and lawfully presented for collection. We may ask for evidence of the source, composition, or ownership of the waste where required by law or by our waste transfer procedures. We reserve the right to decline any collection that might breach environmental rules, cause contamination, or exceed the limits of our licence or insurance. The customer agrees not to request disposal of any item in a manner that would breach applicable legislation. Illegal dumping, fly-tipping, or false descriptions of waste are strictly prohibited.

If the service is delayed because of matters outside our control, including traffic, road closures, vehicle faults, access problems, or weather, we will aim to keep the customer informed and complete the job as soon as reasonably possible. Time windows are estimates unless we have specifically agreed a fixed arrival time. Delays do not automatically entitle the customer to cancel or claim compensation unless required by law. We will act reasonably in all cases.

The customer must ensure that the collection and delivery locations are safe for vehicle access and loading. If access is not suitable, or if the load cannot be completed safely within the booked time, we may stop work, request a revised arrangement, or charge extra for waiting or return journeys. We may also decline to move items that exceed reasonable size or weight limits for the agreed service. If any route change or access restriction results in extra mileage or labour, the customer may be charged accordingly.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from the service, the quotation, the booking, payment, cancellation, liability, or waste handling provisions will be dealt with by the courts of England and Wales, unless another jurisdiction is required by applicable consumer law. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms for the Man and Van Ilford service.