Terms and Conditions for Man With Van Poplar

These Terms and Conditions set out the basis on which Man With Van Poplar provides removal, transport, and related moving services to customers in the UK. By making a booking, confirming a quote, or allowing our team to begin work, you agree to these terms. They are designed to create a clear understanding of the service, the booking process, payment obligations, cancellation rules, limits of liability, and the responsibilities of both parties. Please read them carefully before confirming any service.

In these terms, references to “we”, “us”, and “our” mean the service provider trading as Man With Van Poplar. References to “you” and “your” mean the customer, whether an individual, business, landlord, tenant, or other party arranging services. These terms apply to all bookings unless a written agreement signed by both parties states otherwise. If any part of these terms is found unlawful or unenforceable, the remaining sections will continue to apply to the fullest extent permitted by law.

Our service may include item collection, loading, transport, unloading, placement of belongings, and other related removal work agreed at the time of booking. The exact scope of the service depends on the quote, the information you provide, and any additional instructions confirmed before the job starts. We may refuse to carry out any task that is unsafe, unlawful, or outside the agreed scope of work.

1. Booking Process

To arrange a booking with Man With Van Poplar, you must provide accurate details about the items, addresses, access conditions, dates, times, parking restrictions, stairs, lifts, and any special handling requirements. Quotes are usually based on the information supplied at the time of enquiry. If the details change, the quoted price and service plan may also change. A booking is not confirmed until we have accepted the job and, where requested, received any deposit or advance payment.

We may offer a quotation by phone, message, email, or other written means. Quotations are normally based on estimated time, vehicle size, manpower, and the nature of the work. Unless stated otherwise, a quote remains valid for a limited period and may be withdrawn if circumstances change. The final charge may differ from the estimate if the job takes longer, requires extra labour, involves difficult access, or includes additional items not previously disclosed. Any significant change will be discussed where possible before extra charges are incurred.

It is your responsibility to ensure that all information provided is complete and correct. If our team arrives and discovers that the job differs materially from the booking information, we may adjust the service, reschedule, or refuse to proceed if the revised work cannot reasonably be completed safely or within the booked time. We aim to be flexible, but we are not liable for delays or additional costs caused by inaccurate or incomplete customer information.

2. Payment Terms

Payment terms will be agreed at the time of booking or before the job begins. Unless otherwise stated, payment is due on completion of the service and before or immediately after unloading, using the payment methods we accept at that time. For certain jobs, we may request a deposit, part-payment, or full payment in advance. Deposits are generally used to secure the slot and may be non-refundable in line with the cancellation terms below.

All prices are quoted in pounds sterling and, unless expressly stated, include only the services described in the quotation. Additional costs may apply for waiting time, congestion, parking charges, tolls, congestion-related delays, additional labour, dismantling, reassembly, wrapping materials, disposal fees, or other extras requested or required during the job. If any such charge becomes payable, we will seek approval where practical before incurring it. Failure to pay the agreed amount may result in refusal to release goods, subject to applicable law.

If payment is not made when due, we reserve the right to charge reasonable recovery costs, interest where permitted by law, and any administrative costs incurred in pursuing the debt. You are responsible for ensuring that any card, bank transfer, cash, or alternative payment is available and authorised. Where a business customer places the booking, the person making the booking confirms they have authority to do so and to accept these payment obligations on behalf of the business.

3. Cancellations, Amendments, and Delays

You may cancel or amend a booking by giving us notice as soon as possible. Cancellation charges may apply depending on how much notice is given and whether costs have already been incurred. In general, later cancellations are more likely to attract a fee because time, staff, and vehicle resources may have been reserved specifically for your job. Any deposit already paid may be retained to cover losses and administration, unless otherwise required by law.

If you need to change the date, time, address, or service details, we will try to accommodate the change, but availability cannot be guaranteed. Changes may affect the quoted price, particularly where the revised job requires a different vehicle, more labour, or extra time. We may also need to reschedule where access is restricted, the property is not ready, or the work cannot safely begin at the agreed time.

We are not responsible for delays caused by traffic, weather, road closures, vehicle breakdown, third-party actions, or events outside our control. If delays occur, we will aim to keep you informed and complete the service as soon as reasonably possible. Where a delay prevents us from performing the booked service, our liability is limited to the refund of any unperformed portion of the service paid in advance, subject to the limitations set out in these terms and any rights you may have under law.

4. Customer Responsibilities

You must ensure that goods are properly packed, secured, and labelled unless packing has been specifically included in the service. Fragile, valuable, and sentimental items should be identified in advance. You are responsible for removing loose contents from furniture unless we agree otherwise. If you require special handling for items such as pianos, antiques, artwork, or large appliances, you must tell us before the booking is confirmed. Failure to disclose special requirements may affect both pricing and liability.

You must also make sure that the property is accessible at the agreed time. This includes arranging suitable parking where needed, unlocking access points, securing permissions from landlords, managing building rules, and ensuring someone is available to provide instructions if required. If our team is prevented from carrying out the work due to lack of access, inaccurate directions, or absence of the responsible person, waiting charges or cancellation charges may apply.

You are responsible for ensuring that nothing handed over for transport is prohibited, dangerous, illegal, or improperly packed. We may refuse to carry any item that could damage property, endanger safety, or breach legal requirements. This includes, without limitation, live animals, hazardous substances, flammable liquids, explosives, or materials that require specialist transport. We may ask questions about the contents of boxes or containers where we believe there may be a safety or compliance issue.

5. Liability and Insurance

We take reasonable care in handling and transporting goods, but liability is limited to the extent permitted by law. We are not responsible for losses or damage caused by items that were already defective, poorly packed, inadequately protected, improperly assembled, or inherently fragile. We also do not accept liability for loss of earnings, missed appointments, indirect losses, or consequential damages arising from the service, unless required by law.

Where damage is caused by our negligence, our liability will normally be limited to the repair, replacement, or reasonable compensation for the affected item, taking account of age, condition, and depreciation. You must notify us of any damage or loss as soon as reasonably possible and provide supporting information if requested. Claims reported late may be harder to assess and may not be accepted where the delay has caused prejudice. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

We may maintain appropriate insurance for our vehicles and services, but this does not create any broader guarantee than stated in these terms. You remain responsible for arranging your own insurance if you require cover for high-value goods, business assets, or items with special replacement value. Where appropriate, we may ask you to declare items of exceptional value in advance. If such items are not declared, any claim may be limited or rejected to the extent permitted by law.

6. Waste Regulations and Disposal

If waste removal, disposal, or clearance work is included in the service, both parties must comply with applicable UK waste laws and environmental rules. We will only remove, transport, or dispose of waste that has been agreed in advance and is lawful to handle. You must provide accurate information about the type and quantity of waste. Mixing household waste with hazardous, clinical, chemical, electrical, or prohibited materials without disclosure may lead to refusal of service or extra charges.

Where we collect waste on your behalf, you confirm that you have the right to dispose of it and that it does not contain items subject to special controls unless previously agreed. We may need to separate certain materials, use licensed disposal routes, or decline items that cannot be lawfully accepted. You agree not to request unlawful dumping, fly-tipping, or disposal in a manner that would breach environmental legislation. Any request to bypass legal disposal requirements will be refused.

We may charge additional fees for disposal, landfill, recycling, transfer station costs, or handling of mixed loads. These charges depend on the weight, volume, and classification of the waste, as well as the costs imposed by lawful disposal facilities. If we discover unlisted hazardous or restricted waste during the job, we may stop work and revise the price or arrange an alternative lawful solution where possible. Compliance with waste regulations is a condition of service.

7. Access, Health, and Safety

We reserve the right to stop or modify work if conditions are unsafe or if carrying out the task would create a risk to staff, customers, or property. Unsafe conditions may include unstable furniture, blocked exits, structural hazards, excessive clutter, dangerous animals, poor lighting, or weather-related risks. If we believe the work cannot be done safely, we may refuse to continue until the issue is resolved or may leave the site if necessary for safety reasons.

You must inform us in advance of any health and safety issues that could affect the service. This includes restricted parking, long carrying distances, no lift access, narrow stairways, low ceilings, or items requiring disassembly. If the service is delayed or made more difficult by such conditions, additional time or charges may apply. We will always seek to act reasonably, but we are not obliged to take unreasonable risks or perform tasks that are unsafe or beyond the agreed scope.

If the job involves lifting heavy items, we may require assistance from additional staff, the customer, or a third party, depending on what was agreed. Where assistance is not available and the item cannot be moved safely, we may be unable to complete the task. In such circumstances, the outcome may be treated as a cancellation or partial service depending on how much of the work has already been completed.

8. Governing Law and General Provisions

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 shall have exclusive jurisdiction unless mandatory law provides otherwise. If the customer is based elsewhere in the UK, nothing in these terms affects any rights that cannot be excluded by applicable consumer or statutory law.

Any failure by us to enforce a right or requirement under these terms does not mean that right has been waived. Headings are included for convenience only and do not affect interpretation. References to legislation include amendments and re-enactments. If any clause is found invalid or unenforceable, it will be interpreted as narrowly as necessary to remain effective, and the rest of the terms will continue in force. These terms may be updated from time to time, but the version in force at the time of booking will apply to that booking unless a later written agreement states otherwise.

By booking Man With Van Poplar, you confirm that you have read, understood, and agreed to these terms. Nothing in these Terms and Conditions limits your statutory rights as a consumer where such rights apply. If there is a conflict between a written quote and these terms, the written quote will take priority only for the specific matter it addresses and only if it is clearly stated to override the relevant clause.