Terms and Conditions for Man and Van Whitecity
These Terms and Conditions set out the basis on which Man and Van Whitecity provides moving, transport, collection, and related labour services to customers in the UK. By making a booking, confirming an order, or allowing our team to begin work, you agree to be bound by these terms. They are designed to clarify how the service operates, how charges are applied, what happens if plans change, and where responsibility lies for goods, property, and waste handled during a job.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Man And Van Whitecity. References to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to domestic and commercial bookings unless a separate written agreement states otherwise. If any specific instruction is given at the time of booking and accepted by us in writing, that instruction may supplement these terms, but it will not override them unless we confirm this clearly.
Our service may include van transport, loading and unloading, item handling, light dismantling, placement of items at the delivery address, and associated labour. The exact scope depends on the booking details agreed in advance. A man and van service is a practical transport solution, not a full removals or specialist installation service unless expressly agreed. Any item that requires specialist tools, certification, or additional personnel may be refused if it falls outside the agreed scope or creates a health and safety concern.
Booking Process
All bookings are subject to availability and are not confirmed until we have accepted the requested date, time, service type, and job details. When you enquire about a van and man service, you must provide accurate information about the items to be moved, collection and delivery addresses, access conditions, floor levels, parking restrictions, and any likely delays or special handling needs. We rely on the information you provide when estimating time, vehicle size, labour, and price. If the job differs materially from the description supplied, we may revise the price, change the vehicle, send extra staff, or decline to proceed.
Once details are reviewed, we may provide a quotation or an estimated charge. Any estimate is based on the information available at the time and is not a fixed final price unless stated in writing. A booking may be accepted by message, email, invoice, verbal confirmation, or other written notice. You are responsible for checking that the date, time, addresses, and service requirements are correct. If you request changes after confirmation, we will try to accommodate them, but availability and price may change.
We reserve the right to refuse a booking where access is unsafe, where items are prohibited or excessively hazardous, where the job may breach legal requirements, or where the booking appears to be inaccurate or misleading. If the customer is acting on behalf of someone else, they must have authority to do so and remain responsible for all instructions, payments, and liabilities arising from the booking.
Payments and Pricing
Unless we agree otherwise in writing, payment is due on completion of the service on the same day. We may require a deposit, part-payment in advance, or full prepayment for certain jobs, high-value bookings, weekend work, or short-notice appointments. Accepted payment methods may include bank transfer, card payment, cash, or another agreed method. Any bank charges, failed payment fees, chargeback costs, or recovery expenses caused by non-payment may be added to the outstanding balance where permitted by law.
Our prices may be calculated by fixed quote, hourly rate, distance-based rate, vehicle size, labour requirement, waiting time, or a combination of these factors. Where a booking is charged by the hour, the clock may start when the team arrives at the agreed location or when the job begins, depending on the quoted arrangement. Delays caused by the customer, restricted access, repeated handling requests, missing keys, incorrect addresses, parking issues, or failure to prepare items may be charged as additional waiting time or extra labour. Any parking charges, tolls, congestion-related costs, disposal fees, or site charges incurred during the job may be passed on to you if they were not expressly included in the price.
If a quotation is based on a limited description, it may be adjusted if the actual job is larger, heavier, slower, or more complex than expected. A Man And Van Whitecity quotation is therefore conditional upon the accuracy of the details supplied. Discounts, promotional offers, or special rates are valid only for the stated period and booking type and may be withdrawn before confirmation. In the event of an obvious pricing error, we may correct the price or cancel the booking without liability, provided we notify you promptly.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. If you cancel well in advance, we may choose not to charge a fee, but this is not guaranteed and will depend on the circumstances, the amount of notice given, and whether resources have already been allocated. Where a booking is cancelled at short notice, where a vehicle or team has already been dispatched, or where we are unable to reallocate the reserved time, a cancellation fee may apply. If you are not available at the agreed time or the job cannot proceed because the site is inaccessible, this may be treated as a late cancellation or a failed booking.
If we have to cancel or substantially reschedule due to circumstances within our control, we will seek to offer an alternative time or a refund of any amount paid for the affected part of the service. We are not liable for indirect losses arising from a cancellation, including missed appointments, rescheduled delivery slots, or business interruption, except where liability cannot lawfully be excluded. If the customer requests a change to the date, time, or scope of the job, any new arrangement will depend on availability and may require an updated price.
For recurring or staged jobs, each visit may be treated as a separate booking unless we agree otherwise. A failure to provide access, keys, permits, parking permission, or other essential arrangements may result in the service being suspended until the issue is resolved, with charges continuing where labour or vehicle time has been reserved. We recommend that customers take out suitable insurance for goods in transit and any personal belongings that may be sensitive to delay or handling.
Liability and Customer Responsibilities
We will take reasonable care when handling your items and when working in your property, vehicle, or premises. However, our liability is limited to loss or damage caused by our proven negligence, breach of contract, or wilful misconduct. We are not responsible for pre-existing damage, weak or unsuitable packaging, hidden defects, unstable furniture, items with internal faults, or damage resulting from the customer’s instructions. If you ask us to move items that are already damaged or fragile, you do so at your own risk unless we agree otherwise in writing.
Where permitted by law, we are not liable for indirect, special, or consequential losses, including loss of profit, loss of use, loss of business, or missed opportunities. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. If we are found liable for loss or damage to goods, our responsibility will generally be limited to the lower of the repair cost, replacement value, or a reasonable amount reflecting the nature of the item and the circumstances of the claim, subject to any applicable legal rights.
It is your responsibility to ensure that items are suitably packed, that access routes are safe, and that any fragile, valuable, or prohibited items are identified in advance. We may refuse to move items that are excessively heavy, dangerous, contaminated, poorly secured, or likely to cause injury or property damage. If you choose to accompany us or direct us during the job, you must do so safely and must not interfere with the team’s ability to work. Any failure by the customer to warn us of risks, restrictions, or special requirements may reduce or remove our liability to the extent allowed by law.
Waste Regulations and Disposal Rules
Where our service includes removal, collection, or disposal of unwanted items, all waste handling must comply with UK waste law and any applicable local authority rules. We will not knowingly dispose of waste illegally or transport controlled waste without the proper arrangements. The customer must accurately describe any items intended for disposal, including whether they are general waste, bulky waste, electrical items, furniture, construction debris, or hazardous material. If the waste includes items that require special handling, extra charges, documentation, or approved disposal routes, you must disclose this before the job begins.
We may refuse to collect or dispose of any waste that is dangerous, illegal, contaminated, untreated, pressurised, leaking, or otherwise unsuitable for transport in a standard man and van booking. This includes, without limitation, asbestos, chemicals, clinical waste, gas cylinders, fuel, oil, unknown liquids, sharps, and other regulated materials unless we have expressly agreed to handle them in line with the law and with the necessary authorisations. If prohibited waste is discovered during a job, we may stop the service, charge for time already spent, and require the customer to arrange lawful removal.
If waste is handed to us for disposal, the customer confirms that they have the legal right to dispose of it and that it does not include stolen goods or items subject to third-party ownership disputes. We may request proof of ownership, proof of permission, or additional information where necessary to comply with our legal obligations. If a job involves recycling, transfer station delivery, donation, or reuse, final handling will depend on the condition of the items and the rules of the receiving facility. You remain responsible for the legality of the waste description provided at booking.
Service Standards, Delays, and Site Conditions
We aim to arrive within the agreed time window, but traffic, weather, access issues, operational delays, and events outside our control may affect arrival or completion time. Any stated time is therefore an estimate unless we have agreed a guaranteed slot in writing. If we are delayed by factors beyond our reasonable control, we will use reasonable efforts to inform you and complete the job as soon as practicable. We are not responsible for losses caused by delay unless the delay is caused by our negligence and the loss is not excluded under these terms.
You must ensure that the property, loading area, and delivery site are reasonably accessible and safe. This includes securing parking permission where needed, clearing stairways or corridors where possible, and informing us of any narrow entrances, low ceilings, lifts, or restricted access points. If extra labour, equipment, or time is required because of access problems, the additional cost may be charged to you. We may also suspend the job if conditions present a health and safety risk to our staff or to property.
Where an item cannot be delivered to the exact requested location because of access restrictions, obstruction, or safety concerns, we may leave it at the nearest safe accessible point. It is the customer’s responsibility to arrange onward movement if required. Any signature, verbal confirmation, or acceptance of completion by the customer or their representative will normally be treated as acknowledgement that the service has been delivered, subject to any later claim raised in accordance with these terms.
Claims, Complaints, and Notices
Any claim for loss, damage, or missing items should be raised as soon as reasonably possible and, where practical, before the team leaves the delivery location. You should provide details of the issue, photographs if available, and a description of the affected item or property. We may ask for evidence of value, ownership, packaging, and the circumstances of the incident. Failure to notify us promptly may affect our ability to investigate and may reduce any remedy available to you under these terms or under law.
Complaints should be made in writing and must include sufficient information for us to assess the matter fairly. We will aim to review the issue and respond within a reasonable time. Any remedy, if due, may include repair, replacement, partial refund, or another proportionate solution. No remedy will be offered for damage caused by wear and tear, unsuitable instructions, customer negligence, or events outside our control. These terms do not remove any rights you may have under consumer law where the law applies.
Notices from us may be provided by message, email, invoice note, or other reasonable written method. If your contact details change, you must tell us promptly. We are entitled to rely on the latest details supplied by you. A delay in enforcing any right under these terms does not mean that right is waived. If any provision is found unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
Governing Law
These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer rights or other legal requirements provide otherwise. If any matter is governed by Scottish or Northern Irish law because of the location of the customer or performance of the service, the applicable law will be interpreted accordingly to the extent required.
This agreement is intended to provide a fair and practical framework for the provision of Man And Van Whitecity services. By placing a booking, you confirm that you have read and understood these terms and agree to comply with them. We may update these terms from time to time to reflect changes in the law, our operations, or the nature of the services offered. The version in force at the time of your booking will normally apply to that booking unless a later change is required by law or agreed in writing.
Nothing in these terms affects your statutory rights as a consumer, where applicable, nor does it prevent either party from seeking informal resolution before formal proceedings are started. Where a dispute cannot be resolved amicably, the governing law and jurisdiction set out above will apply. These terms form the complete agreement between the parties in relation to the booked service unless supplemented by a written variation signed or accepted by us.