Terms and Conditions for Man and Van Whitecity
These Terms and Conditions set out the basis on which Man and Van Whitecity provides removal, transport, collection and related moving services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. If any part of these conditions is not accepted, the customer should not proceed with the booking. These terms are intended to be clear, fair and practical, and they apply to all standard services supplied under the Whitecity man and van service.
Booking process. A booking may be requested by telephone, email, online form or other agreed method. A booking is not confirmed until it has been accepted by us and, where required, a deposit or prepayment has been received. The customer must provide accurate information at the time of booking, including the collection and delivery addresses, access conditions, number and type of items, and any special handling requirements. We rely on this information when allocating the correct vehicle, staff and time slot. If the details provided are incomplete or inaccurate, we may revise the quotation, change the service arrangement, or decline the job if safe and lawful completion is not possible.
The customer is responsible for ensuring that someone authorised is present at the collection point and, where needed, at delivery. Any instructions given by the customer must be lawful, practical and capable of being carried out safely. If the customer requests an alteration to the service after booking confirmation, we will do our best to accommodate it, but additional charges may apply. By confirming a booking with Man and Van Whitecity, the customer accepts that our service is based on the information provided and on the conditions in force at the time of performance.
Pricing and payments. Prices may be quoted as a fixed fee, an hourly charge or a combination of the two, depending on the nature of the job. Quotes are based on the information supplied by the customer and on the assumption that access, loading, unloading and waiting times will remain within the scope discussed at booking. Unless stated otherwise, all prices are subject to change if the actual service differs materially from the agreed description. Additional charges may apply for stairs, long carries, parking difficulties, excessive waiting, specialist handling, congestion, tolls, permits, out-of-hours work, assembly/disassembly, or any item that requires extra labour or equipment.
Payment terms will be confirmed at booking or before the service begins. We may require a deposit, advance payment, or full payment in advance for certain jobs. The balance, where due, must be paid on completion unless otherwise agreed in writing. Accepted payment methods may include bank transfer, card payment, or cash, depending on the arrangement made. If payment is not made when due, we reserve the right to suspend the service, retain goods where lawful, charge reasonable recovery costs, and/or take steps to recover unpaid sums. Any bank charges, failed payment costs or collection expenses caused by the customer’s breach may be added to the amount owed.
Cancellation and rescheduling. The customer may cancel or reschedule a confirmed booking, but notice must be given as early as possible. For short-notice cancellations, a fee may apply to cover reserved vehicle time, staff allocation and any non-recoverable costs. If cancellation occurs after we have already travelled to the job, or after work has begun, the customer may be charged for time spent, fuel, waiting, and any other direct cost incurred. Where a deposit has been paid, it may be non-refundable, in whole or in part, depending on the notice given and the resources committed to the job. We may also cancel or postpone a booking where it becomes unsafe, unlawful, or impracticable to proceed, or where the customer fails to provide accurate information, access, or payment as required.
Performance of the service. We will use reasonable care and skill when carrying out each job. However, the customer must ensure that goods are suitably packed, secured and prepared for transport unless packing has been expressly included in the service. Fragile, valuable or sensitive items should be clearly identified. The customer remains responsible for disclosing any item that requires special handling, including appliances, glass, antiques, awkwardly shaped objects, or items with hidden defects. We may refuse to move any item that we reasonably consider unsafe, prohibited, excessively heavy, contaminated, or likely to cause damage to people, property or the vehicle.
Unless agreed otherwise, the customer is responsible for dismantling and reassembling furniture, disconnecting appliances, removing wall fixings, emptying drawers, defrosting fridges, and preparing items for safe transport. If we assist with any of these tasks, that assistance is provided at the customer’s request and at the customer’s risk unless we have been negligent. The customer must ensure that pathways, parking arrangements and access points are clear. Delays caused by restricted access, building rules, parking enforcement, lifts, traffic, or waiting for keys may result in additional charges.
Liability and limitations. We accept responsibility only for direct loss or damage that results from our proven negligence, breach of contract, or failure to use reasonable care and skill. We are not liable for losses that are indirect, consequential, or unforeseeable, including loss of profit, loss of business, loss of opportunity, or emotional distress. Where goods are already damaged, poorly packed, unstable, or unsuitable for transport, we will not be responsible for deterioration arising from their condition. The customer must notify us of any visible damage at the time of delivery, or as soon as reasonably possible after discovery. Claims should be supported by photographs, descriptions and any relevant documentation.
Our total liability for any claim arising from a single booking will be limited to the amount paid, or payable, for the specific service in question, except where a greater limit applies by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If the customer asks us to move items of exceptional value, the customer should arrange appropriate insurance cover, as standard service fees do not reflect the value of the goods being transported.
Insurance and risk. Risk in the goods generally passes to the customer once the items are loaded, except where the loss or damage is caused by our negligence. We may carry insurance appropriate to the nature of our operations, but this does not amount to a guarantee that every item is covered. The customer is encouraged to check their own home, contents or business insurance before the move. Any insurance claim must be brought promptly and in accordance with any relevant policy conditions. We are not responsible for pre-existing damage, ordinary wear and tear, or damage arising from inadequate packing, poor access, or the inherent nature of the items moved.
Waste regulations and disposal. Where waste removal or disposal is included, all waste must be described accurately at booking. The customer must not include hazardous, clinical, chemical, electrical or restricted waste unless we have expressly agreed to handle it and are legally permitted to do so. Under UK waste regulations, waste must be transferred, carried and disposed of lawfully, and appropriate transfer documentation may be required. The customer confirms that they have the right to dispose of the waste and that it does not contain prohibited or undisclosed materials. If we discover that waste has been misdescribed, contaminated, or mixed with regulated items, we may refuse collection, charge additional fees, or return the waste at the customer’s cost where lawful and reasonable.
Customer obligations. The customer must ensure that all goods handed to us are lawfully owned or possessed and that their movement does not breach any contract, tenancy rule, building regulation or statutory duty. The customer must remove cash, jewellery, passports, keys, medicines, documents and other personal or sensitive items before collection unless we have agreed in writing to transport them. The customer is also responsible for notifying us of pets, children, restricted entry procedures, security requirements, or any condition that may affect the work. We reserve the right to refuse any job where the circumstances create an unacceptable risk to staff, the public, property or lawful operation.
Any estimate of time, vehicle size or manpower is given in good faith but is not a guarantee unless expressly stated as fixed and unconditional. Traffic delays, weather, access restrictions, and factors outside our control may affect timing. We will use reasonable efforts to arrive within the scheduled period, but we are not liable for delays caused by events beyond our control, including accidents, road closures, severe weather, industrial action, or third-party interference. If a delay becomes material, we will try to inform the customer and agree an adjusted arrangement where possible.
Damage, claims and complaints. Any complaint should be raised promptly so that it can be investigated fairly. The customer must allow us a reasonable opportunity to inspect the issue and, where appropriate, to make a repair, replacement, partial refund or other reasonable remedy. We may request evidence of ownership, condition before the move, and proof of loss or cost. No claim will be accepted where the customer has disposed of the goods, prevented inspection, or failed to report the issue within a reasonable time. If a dispute cannot be resolved directly, the parties may seek mediation or any other lawful method of resolution.
Health, safety and conduct. We expect all parties to act respectfully and safely. Our staff may refuse to continue working if they are threatened, abused, asked to perform unsafe tasks, or exposed to hazardous conditions not disclosed in advance. The customer must ensure safe working conditions, including adequate lighting, secure footing and reasonable access. Smoking, aggression, intoxication or interference with safe loading and unloading may result in immediate suspension of the service. Where special equipment is needed, we will supply it only if agreed and only where it is suitable for the job.
Events outside our control. We are not responsible for failure or delay caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, pandemic restrictions, strike action, acts of government, civil disturbance, power failure, road closures, or the unavailability of required permits or access. If such an event occurs, we may postpone the service or cancel it without liability beyond refunding any sum due for work not carried out, subject to deductions for costs already reasonably incurred where permitted by law. We will seek a fair and practical solution in these circumstances.
Governing law and general terms. These Terms and Conditions are governed by the laws of England and Wales, and any dispute arising from them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any provision is found to be unlawful or unenforceable, that provision shall be severed and the remainder shall continue in full force. A failure by us to enforce any term immediately does not mean that term is waived. These terms, together with the agreed booking details and any written quotation, form the entire agreement between the customer and Man and Van Whitecity for the relevant service. The use of our van and man service, house move support, or related collection work confirms acceptance of these terms and any lawful updates made before the booking is performed.