Terms and Conditions for Man With Van Clapham
These Terms and Conditions set out the basis on which Man With Van Clapham provides removal, transport, delivery, loading, unloading, and related man and van services within the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions apply to all standard domestic and commercial bookings, unless a separate written agreement states otherwise. For the avoidance of doubt, any reference to “we”, “us”, or “our” means the service provider, and any reference to “you” or “the customer” means the person requesting or accepting the service.
Our services are designed to support lawful transport of goods, furniture, boxes, household items, office equipment, and other agreed items. We may also provide assistance with loading and unloading, provided the items, property access, and route are safe and suitable. The customer is responsible for ensuring that the booking details are accurate and complete, including pickup and delivery addresses, access restrictions, item descriptions, and any special handling requirements. If details are incomplete or inaccurate, this may affect pricing, timing, vehicle suitability, or the ability to complete the job.
These terms are intended to be practical and fair, while also reflecting the requirements of UK consumer law, transport rules, and waste handling obligations. Nothing in these Terms and Conditions is intended to exclude rights that cannot be excluded by law. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
The booking process begins when the customer submits a request for a quote or confirms a job by phone, email, online form, or other accepted method. A booking is not final until it has been accepted by us and, where required, a deposit or pre-authorisation has been received. We may ask for photos, inventories, access information, floor levels, parking details, and the approximate size or weight of items to be moved. Such information helps us assign the correct vehicle, crew size, and time allocation.
Any quotation provided before the job starts is based on the information supplied at that time. If the actual service differs from the initial description, we may revise the quotation or charge additional fees where reasonable. This may include extra stairs, restricted access, waiting time, additional items, dismantling and reassembly, out-of-hours work, or delays caused by inaccurate information. A quote may be fixed or estimated, depending on the nature of the job, and this will be made clear at the time of booking.
We reserve the right to refuse or cancel a booking before the service begins if the requested move is unsafe, illegal, outside our service capability, or inconsistent with the agreed description. For example, we may decline to transport dangerous items, prohibited goods, or waste that requires specialist treatment. We may also refuse service if the property access is unsafe, if the vehicle cannot legally stop or park, or if the customer has failed to provide necessary information.
Payments are due in accordance with the invoice or booking confirmation issued for the service. Unless stated otherwise, payment must be made on completion of the job, or in advance where a deposit or full prepayment is required. We accept commonly used UK payment methods, subject to availability and any specific arrangement agreed in writing. The customer must ensure that payment is made by an authorised person and that any payment card or account used belongs to them or is used with proper permission.
If a job runs longer than expected, requires additional labour, or involves extra mileage, tolls, parking charges, congestion-related charges, or waiting time, those costs may be added to the final invoice where they are reasonably incurred and properly explained. Any additional charge will be calculated in a fair and transparent way. We may request payment before unloading, before return travel, or before releasing goods if the customer has not paid the agreed amount in full.
Late or failed payment may result in reasonable recovery action. Where permitted by law, we may charge interest and reasonable administrative costs on overdue sums. If the customer disputes an invoice, they should raise the issue promptly and provide clear reasons and supporting information. Undisputed amounts remain payable on time even where part of the invoice is questioned.
We may require a deposit to secure a date, especially for larger removals, same-day bookings, or jobs that require crew planning. Deposits are normally non-refundable except where cancellation rights, consumer law, or our own failure to provide the service require otherwise. Where a deposit is refundable, the amount and conditions will be stated clearly at the time of booking.
Cancellations and changes to bookings should be notified as early as possible. If you need to change the date, time, address, volume of items, or access conditions, we will try to accommodate the request, subject to availability and any additional costs. A change may be treated as a cancellation followed by a new booking if it materially alters the service.
Where the customer cancels with sufficient notice, we may offer a refund of any payment already made, less any non-recoverable expenses reasonably incurred, such as vehicle reservation costs, staff allocation, or bespoke preparations. If the customer cancels at short notice, including on the day of the service or after the team has already travelled, a cancellation fee may apply. The amount will depend on the timing of the cancellation, the costs already incurred, and whether the slot could reasonably be reallocated.
We may cancel or postpone a booking where operational or safety issues make performance impossible or impractical. This may include severe weather, vehicle breakdown, staff illness, road closures, unsafe access, legal restrictions, or circumstances beyond our reasonable control. In such cases, we will aim to offer an alternative date or a refund for the unused portion of the service, as appropriate. We are not responsible for indirect losses arising from a cancellation caused by events outside our control, except where liability cannot lawfully be excluded.
Our liability is limited to the direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We will take reasonable steps to handle goods carefully, but the customer acknowledges that moving, lifting, loading, and transport involve inherent risks, particularly where items are fragile, bulky, antique, high-value, or poorly packed. It is the customer’s responsibility to declare such items in advance and to arrange any appropriate packaging, insurance, or specialist handling.
We are not liable for loss or damage caused by items that were inadequately packed, already defective, improperly labelled, or unstable before the service began. We are also not liable for damage to floors, walls, banisters, doors, driveways, or other property where damage results from pre-existing weakness, limited access, lack of proper protection, or the customer’s instructions to proceed in circumstances that carry known risk. If a customer requests movement through a route that our team advises is unsuitable, any resulting damage may fall outside our responsibility to the extent permitted by law.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law. Subject to that, we will not be responsible for business interruption, loss of profit, loss of data, or indirect or consequential loss. If we are found liable for any claim, our liability will generally be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.
Any claim for loss or damage must be reported as soon as reasonably possible and, where practicable, before the service vehicle leaves the destination. The customer should provide clear details, photographs, and any supporting evidence so that the matter can be investigated promptly. Failure to notify a claim in a timely way may make it harder to assess responsibility, though this does not remove rights that cannot be excluded by law.
In relation to waste regulations, the customer must not use the service to dispose of household waste, construction waste, electrical waste, or other refuse unless this has been expressly agreed and lawfully arranged in advance. We may only remove waste where we are authorised to do so and where the waste can be handled in accordance with applicable UK environmental and disposal rules. The customer remains responsible for ensuring that any items presented for removal are lawfully transferable and are described accurately.
Where waste disposal is included, the customer must provide honest information about the type, quantity, and origin of the waste. Certain materials may require specialist handling, licences, or separate facilities. We will not knowingly transport prohibited, hazardous, contaminated, or illegally dumped waste. The customer agrees not to present waste as general items, not to conceal prohibited contents, and not to request disposal in a way that would breach waste transfer obligations.
If we agree to remove waste, the customer may be asked to separate recyclable materials, provide access information for lawful disposal, and sign any necessary documentation. We may refuse collection if the load is mixed, unsafe, improperly packed, or suspected to contain regulated material. The customer may be charged for any additional costs arising from incorrect waste classification, cleaning, disposal delays, or enforcement action caused by inaccurate information provided by the customer.
The customer is responsible for securing all necessary permissions for access, parking, lifting equipment, storage entry, and building entry. This includes landlord consent, management approval, lift reservations, permit requirements, and any other authorisations needed for the service to proceed lawfully and safely. If access is restricted because permissions were not arranged, waiting time or aborted visit charges may apply.
We ask the customer to ensure that items are ready for collection at the agreed time, unless packing or dismantling has been specifically included in the booking. Our team may provide reasonable assistance with loading and unloading, but the customer should not expect work beyond the agreed scope without prior approval. If the customer or another representative asks the crew to carry out additional tasks, we may charge for the extra time and labour if we agree to perform them.
The customer must ensure that no prohibited goods are included in the load. Prohibited goods may include illegal items, firearms, ammunition, explosives, drugs, stolen goods, live animals, hazardous chemicals, and any item the transport of which would breach law, regulation, or safety guidance. We may inspect items to the extent reasonably necessary to protect health, safety, and legal compliance, while respecting privacy and property rights.
Any estimate of timing is provided in good faith but is not guaranteed unless expressly confirmed as a fixed appointment. Delays may occur due to traffic, weather, access issues, loading complexity, or events beyond our control. We will make reasonable efforts to keep the customer informed where delay becomes likely. Time windows may be adjusted where necessary to maintain operational safety and service quality.
Title to goods remains with the customer at all times unless ownership is transferred under a separate agreement. We will not claim any ownership interest in transported items. If the customer asks us to store items temporarily, such storage will be subject to separate terms or a specific written arrangement if offered. The customer should understand that storage and transport are different services with different risk profiles and responsibilities.
If any part of these Terms and Conditions is varied by agreement, the variation must be confirmed in writing or in another durable form that can be retained. Verbal assurances that conflict with these terms will not override them unless required by law. Failure by us to enforce any right or clause on one occasion does not constitute a waiver of that right or clause on any other occasion.
The service is provided on the basis that all parties act reasonably and in good faith. We expect courteous conduct from the customer, occupants of the property, and any third parties involved in the move. We reserve the right to suspend or end the service if our staff are subjected to abuse, threats, unsafe conditions, discrimination, or unreasonable behaviour. If a service is terminated for such reasons, payment may still be due for work already completed and costs already incurred.
Any complaints should be raised promptly so that we can attempt to resolve the matter fairly and efficiently. We may request photographs, invoices, correspondence, or other relevant evidence. A prompt report helps us investigate and, where appropriate, provide a repair, partial refund, or other suitable remedy in line with our obligations and applicable law.
These Man With Van Clapham terms form the entire agreement between the customer and us in relation to the service, unless replaced by a more specific written contract. They 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, except where consumer law requires otherwise. By proceeding with a booking, the customer confirms acceptance of these terms and the responsibilities set out above.