Man And Van Anerley Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Anerley provides removal, transport, loading, unloading, and related man and van services in the UK. By making a booking, the customer agrees to be bound by these terms. These terms are designed to be clear, fair, and practical, and they apply whether the service is arranged for a single item move, part-load transport, domestic removal, office relocation, or similar work. References to the Company, we, us, or our mean the operator providing the service, and references to you or the customer mean the person booking or receiving the service.

These terms should be read alongside any quotation, written confirmation, or job-specific instructions issued before the service begins. If there is any inconsistency between these terms and a written quotation or booking confirmation, the written document will normally apply for that specific booking to the extent of the inconsistency. We may update these terms from time to time, and the version in force at the time of booking will apply to that job unless we agree otherwise in writing.

We aim to provide a reliable man and van service with transparent expectations around scheduling, pricing, and responsibilities. The customer is responsible for ensuring that all booking information is accurate, complete, and up to date. This includes the pickup and delivery addresses, access arrangements, item descriptions, dates, time windows, parking considerations, and any special handling requirements. Failure to provide correct information may affect the price, timing, or performance of the service.

Booking process
Bookings may be made by phone, email, online form, or other agreed method. A booking is not confirmed until we accept it and, where required, receive any deposit or prepayment requested. Quotes are usually based on the information provided at the time of enquiry and may be subject to change if the job details differ on the day. A quote may include an estimate of labour time, vehicle use, mileage, waiting time, and any specialist handling requirements. Unless stated otherwise, quotations remain valid for a limited period and may be withdrawn or revised before confirmation.

For a booking to be accepted, the customer must provide an accurate description of the goods, access conditions, and the level of assistance required. If the customer asks us to carry items that were not disclosed in advance, or if the load is significantly larger, heavier, or more complex than expected, we may amend the price, refuse part of the load, or adjust the number of staff or vehicles used. It is the customer’s responsibility to ensure that all items can be moved safely and legally. We may refuse any item that is unsafe, prohibited, contaminated, or likely to breach transport, environmental, or health and safety requirements.

The customer must be available, or have an authorised representative available, at the agreed times for collection and delivery. If keys, codes, loading instructions, building rules, or access permissions are needed, these must be supplied in advance. Delays caused by missing information, restricted access, lift failures, parking restrictions, or no one being present may result in waiting charges, aborted-job charges, or rescheduling fees. We will use reasonable care and skill in carrying out the service, but the outcome depends on the customer meeting their responsibilities and on conditions at each location.

Payments

Payment terms will be stated on the quotation or booking confirmation. In most cases, payment is due on completion of the job, unless a deposit, part payment, or advance payment is required. We may accept payment by bank transfer, card, cash, or other method agreed in advance. Where a deposit is taken, it may be non-refundable or partly refundable depending on the timing of cancellation and any costs already incurred. Any invoice must be paid in full by the due date shown on it. Late payments may result in interest, recovery charges, and suspension of further services, to the extent permitted by law.

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on an hourly rate, fixed fee, mileage rate, or a combination of these. Additional charges may apply for congestion, tolls, parking, congestion-related delays, stairs, long carries, extra loading time, waiting time, dismantling, reassembly, or the use of additional staff or vehicles. Unless expressly included, packing materials, protective covers, and specialist equipment may be charged separately. We may revise the price on the day if the actual job differs materially from the original description.

VAT will be charged where applicable. The customer is responsible for ensuring that payment is made by an authorised person and that funds are available. If a third party pays on the customer’s behalf, the customer remains responsible for the account unless we agree otherwise in writing. We may withhold delivery of goods, where lawful, until outstanding sums are paid, although we will always act reasonably and in accordance with applicable consumer and transport law.

Cancellations and changes
The customer may cancel or amend a booking by giving reasonable notice. If cancellation occurs after confirmation, we may charge a cancellation fee to cover administrative time, vehicle scheduling, staff allocation, travel already undertaken, and any other costs reasonably incurred. The amount of any fee will depend on how much notice is given and whether work has already started. Cancellations made shortly before the scheduled start time, or after we have arrived at the pickup location, may be charged at a higher rate.

If the customer wishes to change the date, time, address, load details, or service type, we will try to accommodate the request, but changes are subject to availability and may affect the price. We are not liable for losses caused by our inability to make a requested change. If we must cancel or reschedule due to unforeseen circumstances, including vehicle breakdown, staffing issues, severe weather, unsafe conditions, or events beyond our reasonable control, we will use reasonable efforts to offer a new time or date. Our liability for cancellation will be limited as set out in these terms and by law.

Where a customer fails to attend, refuses to proceed, provides false information, or makes the job impossible to complete safely, we may treat the booking as cancelled by the customer and charge for time, travel, and other costs already incurred. If the job is postponed because the property is not ready, access is blocked, or the goods are not available, further charges may apply. For time-sensitive moves, the customer should allow flexibility and should not schedule irreversible arrangements until the service has been completed.

Liability and customer responsibilities

We will exercise reasonable care and skill in carrying out the service, but our liability is limited as set out below. We are not responsible for pre-existing damage, normal wear and tear, or damage arising from poor packing, defective furniture, weak assembly, hidden faults, or the inherent nature of the goods. The customer is responsible for ensuring that items are properly packed, sealed, and fit for transport unless we have expressly agreed to pack them. Fragile items, valuables, antiques, artwork, electronics, and irreplaceable possessions should be identified in advance and may require extra protection or specialist handling.

To the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any loss arising from delay, except where such loss cannot legally be excluded. Our total liability for direct loss or damage caused by our negligence or breach of contract will ordinarily be limited to the amount paid, or payable, for the specific service giving rise to the claim, unless a higher level of liability has been expressly agreed in writing. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

The customer must make sure that floors, walls, doors, lifts, staircases, and access routes are suitable for the movement of goods. Any items that require disconnection, reconnection, dismantling, or reassembly should only be handled if the customer has confirmed that it is lawful and safe for us to do so. We may decline to move goods that are unsafe, excessively heavy, poorly packaged, or likely to cause damage. The customer must also ensure that items do not contain prohibited substances, illegal goods, or hazardous materials unless previously agreed and lawfully transported.

Waste regulations and prohibited items

Where the service involves disposal, clearances, unwanted items, or waste removal, the customer must understand and comply with applicable UK waste regulations. The customer remains responsible for describing waste accurately and for declaring whether items are reusable, recyclable, or for disposal. We may request information to ensure lawful handling and disposal. Waste transfer documentation may be required in appropriate cases, and the customer agrees to provide any information needed to complete such records accurately.

We will only transport, handle, or dispose of waste in accordance with applicable law and with any necessary registrations, permissions, or disposal arrangements. The customer must not ask us to remove hazardous waste, asbestos, clinical waste, chemicals, oils, gas cylinders, pressurised containers, or any other controlled substance unless we have expressly agreed in writing and can lawfully do so. If prohibited or undeclared waste is discovered, we may refuse collection, separate the load, charge additional fees, or report the matter where required by law.

Under UK waste law, it is important that waste is transferred only to authorised persons and facilities. The customer confirms that any waste presented for removal is lawfully owned, can be removed, and is not contaminated or unlawfully dumped. If we are instructed to remove mixed loads containing both reusable goods and waste, we may categorise, separate, or manage the items as reasonably necessary to comply with environmental obligations. Where the customer asks us to dispose of items, title to the waste passes only when lawful transfer and acceptance have occurred in accordance with the applicable regulations.

Service performance, access, and unforeseen events

We will aim to arrive within any agreed time window, but arrival times are estimates unless expressly guaranteed. Traffic, weather, road closures, customer delays, and access restrictions can affect timing. If a delay occurs, we will use reasonable efforts to keep the customer informed. The customer must ensure that parking is available or that suitable arrangements are in place. If parking fines, permits, clamping, towing, or penalties arise because the customer failed to secure proper access, the customer is responsible for those costs.

If the service requires waiting, storage, overnight holding, or a return visit, additional charges may apply. We are not a storage operator unless separately agreed in writing, and any temporary holding of goods is provided only as part of the transport service. The customer should not leave cash, documents, jewellery, medicines, passports, or other sensitive items in any items being moved unless they have been specifically declared and agreed in advance. We are not responsible for the loss of undeclared valuables.

We may suspend or refuse performance if we reasonably believe that doing so is necessary for safety, legal compliance, or the protection of property or personnel. If a force majeure event or other circumstance beyond our reasonable control prevents performance, we will not be liable for failure or delay caused by that event. Such events may include extreme weather, fire, flood, accidents, strikes, civil disruption, government action, or significant transport network disruption.

Complaints, data, and general provisions

The customer should notify us of any issue as soon as reasonably possible after the service is completed or after the problem is discovered. Any complaint should include sufficient detail to allow us to investigate, including the date, nature of the issue, and supporting evidence where available. We may ask for photographs, item descriptions, or other information. We will review complaints fairly and aim to resolve valid issues promptly, but failure to report a problem quickly may limit our ability to investigate.

We may keep records relating to bookings, payments, correspondence, and service delivery for administrative, legal, and accounting purposes. Any personal data will be handled in line with applicable UK data protection law. By making a booking, the customer acknowledges that we may use the information supplied to manage the booking, communicate about the service, process payment, and meet legal obligations. We will not use personal information for unrelated purposes unless permitted by law.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will mean that the right has been waived. These terms form the entire agreement between the parties for the booking, unless replaced or supplemented by a written agreement signed or accepted by both parties. The customer may not transfer rights or obligations under the contract without our written consent.

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. The courts of England and Wales will have jurisdiction over any dispute, unless mandatory law provides otherwise. If the customer is resident in Scotland or Northern Ireland, local mandatory consumer protections may still apply where relevant, but the governing law of the contract remains as stated above.

By confirming a booking with Man And Van Anerley, the customer confirms that they have read, understood, and agreed to these terms. They also confirm that they are authorised to enter into the agreement on behalf of all persons with an interest in the goods or service. If the customer does not agree with any part of these terms, they should raise the issue before the booking is confirmed.

These terms are intended to support a professional man and van service with clear responsibilities for both sides. They are not intended to remove any statutory rights that a consumer may have under UK law. Any such rights remain unaffected. The service will be provided in a lawful, safe, and commercially reasonable manner, subject always to the customer providing accurate information and cooperating throughout the booking and completion process.