Man with Van Poplar Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Poplar provides man and van, removals, and related transport services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company booking or receiving the services.
Services means any man and van, removal, transport, loading, unloading, packing, furniture moving, or associated services provided by us.
Vehicle means any van or other vehicle provided by us to deliver the services.
Goods means any items, furniture, personal belongings, equipment, or materials that we are requested to move or handle.
Contract means the agreement between you and us for the provision of services, incorporating these Terms and Conditions.
2. Service Area and Availability
We provide a man with van and removal service primarily within Poplar and surrounding areas, as well as throughout the wider London region and other destinations in the United Kingdom as agreed at the time of booking. Any reference to our service area in promotional material is general in nature and does not guarantee availability for specific dates or times. All bookings remain subject to vehicle and staff availability.
We reserve the right to decline any booking request where we reasonably believe that the job cannot be completed safely, lawfully, or within a reasonable timescale.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the collection and delivery addresses, property access, parking arrangements, number of items, approximate volume, and any special requirements such as dismantling, assembly, or upper-floor access.
3.2 Quotations are based on the information you provide. If, on arrival, the actual work is significantly different from what was described, we may adjust the price, refuse to carry out additional work, or require a revised agreement before proceeding.
3.3 A booking is only confirmed when we have accepted your request and you have agreed to the quoted price and any applicable terms, including any deposit requirements. We may confirm acceptance verbally or in writing.
3.4 It is your responsibility to ensure that all details provided at the time of booking are correct. Any changes to dates, times, addresses, or scope of work must be notified to us as soon as possible and may result in a revised quotation and additional charges.
4. Pricing and Quotations
4.1 Prices may be calculated on an hourly rate, fixed fee, or a combination of both, as stated in the quotation. Where an hourly rate applies, the chargeable time runs from the scheduled start time or our arrival, whichever is later, until completion of the job.
4.2 Quotations do not include tolls, congestion or clean air zone charges, parking fees, fines arising from inadequate parking arrangements, ferry costs, storage fees, or charges imposed by third parties, unless expressly stated. These may be added to the final invoice where applicable.
4.3 Any estimate of time is given in good faith but does not form a guarantee. Traffic, access, loading conditions, and other factors beyond our control may affect the actual duration of the job.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the services on the same day. We reserve the right to request part payment or a deposit in advance, particularly for long-distance removals or larger bookings.
5.2 We accept payment by methods notified to you during the booking process. You are responsible for ensuring that you have the means to pay for the services when they are completed.
5.3 Where a deposit is requested, your booking is not guaranteed until the deposit has been received. Deposits are applied towards the final invoice and are otherwise subject to the cancellation terms set out in these conditions.
5.4 If payment is not received when due, we may charge interest on overdue amounts at a reasonable rate, suspend further work, and retain possession of goods until full payment is received, where legally permitted.
6. Cancellations and Amendments
6.1 You may cancel or amend your booking by contacting us as soon as possible. The following cancellation terms will normally apply unless otherwise agreed:
a. Cancellations more than 48 hours before the scheduled start time may be accepted without a cancellation fee, although any non-refundable third-party charges may still be payable.
b. Cancellations between 24 and 48 hours before the scheduled start time may incur a cancellation fee of up to 50 percent of the quoted price.
c. Cancellations less than 24 hours before the scheduled start time may incur a cancellation fee of up to 100 percent of the quoted price.
6.2 If you need to change the date, time, or scope of the job, we will try to accommodate your request subject to availability. Significant changes may be treated as a new booking and may be subject to revised pricing.
6.3 We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, or legal restrictions. In such cases, we will offer an alternative date or a refund of any deposit paid, but we will not be liable for any consequential loss.
7. Customer Responsibilities
7.1 You are responsible for ensuring that:
a. All goods are properly packed and prepared for transport, unless you have requested and paid for a packing service.
b. Fragile or valuable items are clearly marked and brought to our attention before loading.
c. There is adequate access for the vehicle at both collection and delivery addresses, including suitable parking arrangements and any necessary permits.
d. All items to be moved are ready for collection at the agreed start time, and that someone is present to oversee the work, provide instructions, and sign any required documentation.
7.2 You must not request us to move goods that are illegal, dangerous, explosive, highly flammable, perishable, or otherwise unsuitable for transport under normal conditions. If such items are discovered, we may refuse to carry them and may cancel the job without refund.
7.3 You are responsible for securing and removing any fixtures or fittings, disconnecting appliances, and dismantling furniture, unless we have agreed to carry out these tasks as part of the service.
8. Our Responsibilities and Service Standards
8.1 We will provide the services with reasonable skill and care, using vehicles and equipment suitable for man and van and removal work.
8.2 We will take reasonable steps to protect your goods and property during loading, transport, and unloading, but we cannot guarantee that there will be no minor marks or wear associated with normal moving activities.
8.3 Time estimates for arrival or completion are given as guidance only. While we will make reasonable efforts to adhere to agreed schedules, we shall not be liable for delays resulting from traffic, accidents, road closures, parking difficulties, or other circumstances beyond our control.
9. Liability for Loss or Damage
9.1 Our liability for loss of or damage to goods is limited to a reasonable amount, having regard to the value of the goods and the nature of the services provided. You should arrange your own insurance for high-value items if additional protection is required.
9.2 We will not be liable for loss or damage arising from:
a. Incorrect or incomplete information provided by you.
b. Goods that were already damaged, defective, or inadequately packed before we handled them.
c. Normal wear and tear, minor scuffs, or cosmetic damage inherent in moving large or heavy items.
d. Dismantling or reassembly of furniture or appliances undertaken at your request, where instructions or fixings are missing or defective.
e. Loss or damage to goods left unattended by you or your representatives.
9.3 We are not responsible for any consequential or indirect loss, such as loss of profit, loss of enjoyment, or costs incurred due to delay, unless required by law.
9.4 Any claim for loss or damage must be reported to us as soon as reasonably practicable and in any event within 7 days of completion of the services. You must provide reasonable evidence of the loss or damage and permit us to inspect the goods and any affected property.
10. Excluded Items
10.1 Unless expressly agreed in writing, we will not be responsible for moving or handling:
a. Cash, jewellery, watches, precious metals, or stones.
b. Important documents, passports, deeds, or securities.
c. Live animals, plants, or perishable goods.
d. Hazardous materials, including chemicals, gases, fuel, paint, or explosives.
10.2 If such items are included without our knowledge, they will be moved entirely at your own risk, and we shall have no liability for any loss or damage.
11. Waste, Rubbish and Disposal Regulations
11.1 We are a removal and transport service and are not a general rubbish removal or waste disposal operator unless specifically agreed as part of the service and carried out in compliance with applicable waste regulations.
11.2 We will only transport waste or unwanted items to authorised disposal sites or recycling facilities, and only where this has been agreed in advance and priced accordingly. Additional charges may apply for disposal fees, labour, and time.
11.3 You must not request us to dispose of controlled or hazardous waste unlawfully. This includes, but is not limited to, chemicals, asbestos, clinical waste, fuel, or electrical items that require special treatment. We reserve the right to refuse such items and to charge for any costs incurred in safely dealing with them.
11.4 You are responsible for ensuring that any items you wish us to remove for disposal are legally suitable for transport and that you have the right to dispose of them. We accept no liability for penalties, fines, or legal actions arising from unlawful disposal where you have provided incorrect or misleading information.
12. Parking, Access and Charges
12.1 You are responsible for arranging suitable parking for the vehicle at both the collection and delivery locations. Where permits, visitor passes, or special authorisations are required, you must obtain them in advance.
12.2 Any parking charges, penalty charge notices, or fines incurred as a result of inadequate parking arrangements or restrictions that you did not disclose at the time of booking may be added to your final bill.
12.3 You must ensure that access routes, stairways, lifts, and entrances are clear and suitable for the movement of large items. We are not responsible for damage where we are required, at your request, to attempt to move goods through narrow or unsuitable spaces.
13. Delays and Waiting Time
13.1 If we are unable to begin or continue work due to circumstances beyond our control, including delays in obtaining keys, lack of access, or goods not being ready, we may charge waiting time at our standard hourly rate.
13.2 Where delays prevent completion of the job on the scheduled day, we may need to reschedule part of the work. Any additional time, storage, or return visits will be charged separately.
14. Complaints
14.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our representative as soon as possible so that we have an opportunity to address your concerns.
14.2 If the matter is not resolved at the time, you may submit a written complaint providing full details of the booking, the nature of your complaint, and any supporting evidence. We will investigate and respond within a reasonable timeframe.
15. Data Protection and Privacy
15.1 We will collect and use your personal information only to the extent necessary to provide the services, manage bookings, process payments, and meet our legal obligations.
15.2 We will take reasonable steps to keep your personal data secure and will not share it with third parties except where required to provide the services, comply with the law, or with your explicit consent.
16. General Provisions
16.1 These Terms and Conditions apply to all services provided by us unless superseded by a written agreement signed by both parties.
16.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
16.3 No waiver of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions and any Contract between you and us shall be governed by and construed in accordance with the laws of England and Wales.
17.2 You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided.
By confirming a booking with Man with Van Poplar or by allowing our staff to commence work, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
