Terms and Conditions for Man With Van Mortlake

These Terms and Conditions set out the basis on which Man With Van Mortlake provides removal, transport, collection, delivery, and related moving services to domestic and commercial customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. These conditions are intended to create a clear and fair agreement between the customer and the service provider, covering the booking process, payment, cancellation, liability, waste handling, and the law that applies to the contract.

Throughout this document, references to “we,” “us,” and “our” mean the provider of the man with van Mortlake service, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply whether the service is booked for a single item move, a part load, a full property move, furniture transport, a collection from storage, or another lawful transport task arranged with us. Any special instructions agreed in writing may supplement these terms, but they will not override them unless expressly stated.

By using our service, you confirm that you are legally able to enter into a contract and that the information you provide is accurate and complete. If you are booking on behalf of someone else, you confirm that you have authority to do so and that the person or business receiving the service is aware of these terms. Where the customer is a business, these conditions apply equally unless we agree otherwise in writing.

1. Booking process

Bookings for the Mortlake man and van service are accepted when we have confirmed availability, reviewed the information you supplied, and issued a booking confirmation or otherwise agreed to carry out the work. A quotation, whether written or verbal, is based on the details you provide, including the type and volume of items, access conditions, floors, parking, distance, timing, and any special handling needs. If any of those details change before the job begins, the quoted price and time estimate may be revised.

We may request further information before accepting a booking, such as photographs, item dimensions, or details of access restrictions. It is your responsibility to provide accurate information and to tell us about any item that is unusually heavy, fragile, hazardous, high value, or difficult to move. If the service requires additional labour, waiting time, vehicle size, packing materials, or more than one trip, we may charge extra in line with the revised scope of work. We reserve the right to decline a booking if it is unsafe, unlawful, or not reasonably feasible with the resources agreed.

2. Service standards and customer responsibilities

We will use reasonable skill and care in providing the service and will endeavour to arrive within the agreed time window, subject to traffic, weather, access issues, and circumstances beyond our control. You agree to ensure that the collection and delivery points are accessible, that parking or stopping arrangements are available where necessary, and that any required permissions from landlords, building managers, neighbours, or local authorities have been obtained in advance. You are also responsible for securing pets, protecting flooring if needed, and ensuring that children and bystanders are kept clear of moving items.

You must pack and label items appropriately unless we have agreed to provide packing services. Boxes should be closed, stable, and suitable for transport. We are not responsible for the condition of items that were already damaged, poorly packed, or unsuitable for transit before we received them. If you ask us to handle dismantling, assembly, or repositioning, we will do so only where it is safe and within the scope of the booking. We may refuse to lift or transport any item if, in our reasonable opinion, it poses a risk to people, property, or the vehicle.

Should the job site be significantly different from the description supplied at booking, or should there be delays caused by access, congestion, incomplete packing, or the absence of the customer, we may charge for waiting time, aborted attendance, additional labour, or a rebooking fee. Any such charges will be calculated fairly and communicated as soon as reasonably practicable.

3. Payments and pricing

The price may be quoted as an hourly rate, a fixed fee, or a custom rate based on the nature of the job. Unless stated otherwise, prices exclude any additional charges arising from changes in the booking, congestion, parking penalties, tolls, ferry charges, congestion-related delays, extra labour, or disposal costs. Where VAT applies, it will be shown or added in accordance with the law. Any estimate is not a guarantee of final cost if the work materially differs from the information originally provided.

Payment terms will be confirmed at booking or on the invoice. In most cases, payment is due on completion of the job, though we may require a deposit or full advance payment for certain bookings, larger projects, short-notice jobs, or repeat customers with agreed credit terms. Accepted methods of payment may include bank transfer, card payment, or cash, depending on what has been arranged. Where bank transfer is used, funds must clear within the agreed period. We may withhold delivery, refuse release of goods, or suspend further services if payment is late or incomplete, to the extent permitted by law.

Any undisputed invoice not paid by its due date may incur interest and reasonable recovery costs in accordance with applicable UK legislation. If you believe an invoice is incorrect, you must tell us promptly and provide clear reasons. Raising a dispute does not entitle you to withhold payment for the undisputed portion of the invoice.

4. Cancellations, rescheduling, and no-shows

You may cancel or reschedule a booking by giving us notice as early as possible. The amount charged for cancellation will depend on how much notice is given and whether we have already incurred costs such as vehicle allocation, labour scheduling, fuel, or third-party charges. Unless otherwise agreed, cancellations made with reasonable notice may not attract a fee, while late cancellations or same-day changes may be charged at a percentage of the quoted price or at cost, especially where we have already commenced travel or work.

If you are unavailable at the agreed time, or if access is denied and the job cannot proceed, this may be treated as a late cancellation or aborted attendance. In such cases, we may charge for the time spent travelling, waiting, and returning, together with any other reasonable costs. If we need to cancel or reschedule because of illness, vehicle failure, unsafe conditions, or other unforeseen events, we will try to notify you as soon as possible and offer an alternative appointment where feasible. We will not be liable for indirect losses caused by such rescheduling, provided we act reasonably.

For consumer bookings, any statutory cooling-off rights that apply to distance or off-premises contracts will be handled in line with UK consumer law. However, if you request that the service begins before the cooling-off period ends, you may be required to pay for work already carried out if you later cancel within the statutory period.

5. Liability and limits of responsibility

We will take reasonable care when handling your belongings, but our liability is limited to losses or damage caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not responsible for losses caused by items being inadequately packed, inherently defective, overfilled, already damaged, or unsuitable for transport. Nor are we liable for delay, damage, or loss resulting from circumstances outside our control, including severe weather, road closures, traffic incidents, acts of third parties, strikes, or sudden access restrictions.

You are responsible for ensuring that valuable items, irreplaceable documents, jewellery, cash, antiques, artwork, and sensitive electronic equipment are declared before the move. Where possible, we may recommend that such items be transported by you personally or subject to special handling arrangements. Unless agreed in writing, we do not accept responsibility for the contents of boxes packed by the customer, nor for items that require specialist insurance, climate control, or regulated transport conditions.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Where we are found liable, our total liability will, to the maximum extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit has been expressly agreed in writing.

6. Insurance and claims

We may hold suitable insurance cover for our activities, but insurance is not a guarantee that every item will be covered in every circumstance. The existence of insurance does not expand our liability beyond these terms or beyond what the policy allows. If you wish to make a claim for damage or loss, you must notify us as soon as reasonably practicable and in any event within a reasonable period after completion of the service, providing photographs, a description of the issue, and any relevant supporting evidence.

We may inspect the item, request proof of value, and ask for evidence that the damage arose during the service rather than before collection or after delivery. You must cooperate with any reasonable investigation. If a claim is valid, we may choose to repair, replace, refund, or compensate you at our discretion, subject to the law and the facts of the case. No claim will be considered for normal wear and tear, cosmetic marks that do not affect function, or pre-existing defects.

If a third party such as a building manager, parking attendant, or another contractor contributes to a problem, our responsibility will be limited accordingly and we may seek contribution or indemnity where permitted by law.

7. Waste regulations and disposal

Where the service involves removal of unwanted items, rubbish, or materials for disposal, you must tell us in advance exactly what is to be collected. We will only transport and dispose of waste in compliance with applicable UK waste regulations. This includes handling waste lawfully, using authorised facilities where required, and not accepting materials that are hazardous, prohibited, or require a specialist licence or treatment unless expressly agreed and lawfully arranged.

You must not include items such as asbestos, chemicals, clinical waste, gas cylinders, pressurised containers, oils, solvents, paint, batteries, biohazard materials, or other controlled substances unless we have specifically agreed in writing and confirmed that lawful disposal arrangements are in place. If prohibited waste is discovered at collection, we may refuse to remove it, separate it from the job, or return it to you at your expense. You are responsible for ensuring that all waste presented for removal is accurately described and that you have the right to dispose of it.

Where waste transfer documentation, receipts, or records are required by law, we will provide or complete them as appropriate for the scope of the service. You agree to cooperate with any lawful request needed to demonstrate the nature and destination of waste. If a collection is later shown to include undisclosed hazardous or regulated materials, you may be liable for any fines, clean-up costs, penalties, or losses arising from that breach.

8. Title, ownership, and abandoned goods

We do not take ownership of your goods merely by handling, transporting, storing, or disposing of them on your behalf. Ownership remains with you unless goods are validly sold, transferred, or disposed of under a separate lawful agreement. If items are left uncollected, refused, or abandoned after reasonable attempts to arrange delivery or return, we may store, dispose of, or otherwise deal with them in a lawful manner after giving reasonable notice where required.

Any storage or continued holding of goods outside the original job may attract additional fees. We may exercise a lien or retain goods until outstanding sums due for the relevant service are paid, to the extent allowed by law. We will take reasonable care of goods in our possession, but you remain responsible for identifying any items that are perishable, time-sensitive, or likely to deteriorate if delayed.

Where goods are to be delivered to a third party, it is your responsibility to ensure that person is available to receive them and has authority to accept delivery. Once goods have been delivered or left at the agreed location in accordance with your instructions, responsibility passes to the recipient, subject to any rights you may have under law.

9. Events beyond our control

We are not liable for failure or delay in performing our obligations where this is caused by an event outside our reasonable control, including but not limited to adverse weather, accidents, fire, flood, epidemic, pandemic, war, terrorism, civil unrest, industrial action, utility failure, government restrictions, or road network disruption. In such cases, we will seek to resume the service as soon as reasonably possible or agree a revised schedule with you.

If an event beyond our control makes performance impossible or unsafe, either party may cancel the affected service without penalty for the portion that cannot lawfully or practically be performed, though any work already completed or costs already incurred may still be charged where lawful. We will act fairly and try to minimise inconvenience, but we are not responsible for losses arising from circumstances that neither party could reasonably prevent.

10. Governing law and disputes

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer has a mandatory right to bring proceedings in another UK jurisdiction under applicable law.

We encourage disputes to be raised promptly and resolved informally where possible. If a concern arises about the service, invoice, or handling of goods, please provide full details so we can investigate and respond. Nothing in this section affects your statutory rights as a consumer. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force so far as possible.

By proceeding with a booking for Man With Van Mortlake, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are designed to be clear, lawful, and balanced, while allowing the service to operate efficiently and safely for every customer.