Terms and Conditions
Man with Van Cowley Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Cowley provides removal and related services to customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or business making a booking or receiving services from Man with Van Cowley.
We, us, our means Man with Van Cowley.
Services means any removal, man and van, loading, unloading, transport, packing assistance, or related services provided by us.
Vehicle means any van or other vehicle used by us to deliver the Services.
Goods means the items, belongings, furniture, personal effects, equipment, or other property that you ask us to move, transport, handle, or otherwise deal with.
2. Scope of Services
We provide man and van and removal services, including collection, transport and delivery of Goods, and related labour such as loading and unloading. The specific details of the Services, including dates, times, addresses and any special requirements, will be agreed with you at the time of booking.
We reserve the right to refuse to carry certain Goods, including but not limited to hazardous materials, illegal items, perishable goods that may deteriorate during transport, and items that in our reasonable opinion may pose a risk to safety, cause damage, or breach legal or regulatory requirements.
3. Booking Process
All bookings must be made directly with us. A booking is not confirmed until we have accepted it and you have received confirmation from us. We may request information about access at your collection and delivery locations, including parking arrangements, floor levels, lift availability and any restrictions that might affect the Services.
You are responsible for providing accurate and complete information when making a booking. This includes the addresses, dates and times of the move, the approximate volume and nature of the Goods, and any special handling requirements. If the information you provide is incomplete or incorrect, we reserve the right to adjust the quoted price or refuse to carry out part or all of the Services.
Where we provide a quotation, it is based on the information supplied by you and on normal access conditions. The quotation will specify whether it is a fixed price or an hourly rate. Quotations are valid for a limited time period as stated at the time they are given. We reserve the right to withdraw or revise a quotation if your requirements change, if the information supplied was inaccurate, or if there is a significant delay before confirmation.
4. Access, Parking and Waiting Time
You must ensure that suitable access and parking arrangements are available at both the collection and delivery addresses. This includes obtaining any necessary permissions or permits for our Vehicle to park legally and safely for the duration of the Services. Any parking charges, penalty notices or related costs incurred while carrying out the Services due to the lack of suitable parking arrangements may be added to your invoice.
If our team is delayed in starting or completing the work due to access issues, keys not being available, Goods not being ready, or other circumstances beyond our reasonable control, we may charge for waiting time at our standard hourly rate.
5. Customer Responsibilities
You are responsible for properly preparing and packing your Goods unless we have specifically agreed to provide packing services. Fragile items must be adequately protected, and all containers must be suitable for the items inside and capable of being safely lifted and stacked.
You must remove and secure any personal documents, jewellery, cash, valuable items, or items of sentimental value. We do not accept responsibility for loss of or damage to such items unless agreed explicitly in writing in advance.
It is your responsibility to ensure that items will fit into the premises at both collection and delivery points, including through doorways, stairwells, corridors and lifts. We will not be liable for inability to move items that do not fit, and any additional work required to deal with such situations may be subject to extra charges.
6. Payments and Charges
Our charges will be as agreed at the time of booking and may be based on a fixed price or an hourly rate. Where an hourly rate has been agreed, the chargeable time will commence from the agreed start time or our arrival at the collection address, whichever is later, and will end when the Services have been completed.
We may require a deposit or full payment in advance to secure your booking. Any deposit amount and payment schedule will be confirmed at the time of booking. We reserve the right not to commence the Services if payment has not been made in accordance with the agreed terms.
Unless otherwise agreed, payment of any outstanding balance is due immediately upon completion of the Services. We may accept a range of payment methods, which will be confirmed to you when you book. All prices quoted are inclusive or exclusive of VAT where applicable and as stated in the quotation.
If payment is not made when due, we reserve the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in seeking payment.
7. Cancellations and Amendments
You may cancel or amend your booking, subject to the terms in this section. Any cancellation or amendment must be communicated to us as soon as possible.
If you cancel more than 7 days before the agreed service date, any deposit paid may be refundable at our discretion, less any reasonable administrative costs. If you cancel within 7 days but more than 48 hours before the service date, we may charge a cancellation fee of up to 50 percent of the quoted price.
If you cancel within 48 hours of the agreed service date, we reserve the right to charge up to 100 percent of the quoted price to cover our allocated time and resources. If we are able to rebook the slot, we may reduce the cancellation charge at our discretion.
If you wish to change the date, time, or scope of the Services, we will do our best to accommodate your request but cannot guarantee availability. Changes may require a revised quotation and may result in additional charges.
8. Our Right to Cancel or Refuse Service
We reserve the right to cancel a booking or refuse to provide Services if:
you fail to provide accurate information about the Goods or access conditions
you behave in an abusive, threatening or inappropriate manner towards our staff
carrying out the Services would, in our reasonable opinion, pose a risk to health, safety or property
you fail to make payment or provide required deposit in accordance with these Terms and Conditions.
Where we cancel due to circumstances within our control and alternative arrangements cannot be agreed, we will refund any deposit or advance payment you have made for the affected booking. We will not be liable for any indirect or consequential loss arising from such cancellation.
9. Liability for Loss or Damage
We will take reasonable care in handling, loading, transporting and unloading your Goods. Our liability for loss of or damage to Goods arising from our negligence or breach of contract is limited as set out in this section.
Unless otherwise agreed in writing, our total liability for any one event or series of connected events shall not exceed a reasonable value proportionate to the agreed service price, having regard to the nature and condition of the Goods. We may offer enhanced liability cover or recommend that you arrange your own insurance for high-value items.
We will not be liable for:
loss of or damage to Goods where you or a third party have packed them inadequately or used unsuitable containers
loss of or damage to fragile items such as glass, china, electronics or artwork, unless we have packed them or specifically agreed in writing to be responsible for such items
loss of or damage to the contents of drawers, cupboards, boxes or containers unless you have removed contents that are delicate, breakable or not designed to be moved in that manner
pre-existing damage, wear and tear, or defects in Goods
loss of or damage arising from climatic or atmospheric conditions, fair wear and tear, or normal deterioration
indirect, consequential or economic loss, including loss of profits, loss of opportunity or inconvenience.
Any claim for loss of or damage to Goods must be notified to us in writing as soon as reasonably practicable and in any event within 7 days of completion of the Services. You must provide details of the alleged loss or damage and reasonable evidence to support your claim. Failure to notify us within this time may affect our ability to investigate and may limit or prevent any liability on our part.
10. Damage to Property
We will use reasonable care to avoid damage to your property, including buildings, fixtures and fittings. However, we shall not be liable for damage that arises where:
work is carried out at your request against our advice, including carrying large or awkward items through narrow passageways, stairwells or doorways
the structure of the property or fixtures is inherently weak, defective or unsuitable for the movement of the Goods
reasonable steps have been taken but minor scuffs, marks or scratches occur owing to the nature of the work.
You are responsible for protecting floors, carpets and other vulnerable surfaces where necessary. If we agree to use protective coverings, this will not remove your responsibility to ensure the property is suitably prepared for the move.
11. Waste and Disposal Regulations
We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and will only remove waste or unwanted items as specifically agreed in advance.
Certain items, including hazardous or regulated waste, cannot be removed or disposed of by us. This may include chemicals, paint, asbestos, medical waste, gas bottles and other controlled materials. You are responsible for identifying such items and arranging appropriate disposal through authorised channels.
Where we agree to remove unwanted items or rubbish, these must be clearly identified and separated from items to be kept. You confirm that you have the right to dispose of such items and that they do not include prohibited or regulated waste. Any additional charges for tipping, disposal or recycling will be agreed in advance or added to your invoice where necessary.
12. Delays and Events Beyond Our Control
We will use reasonable efforts to arrive and complete the Services at the agreed times. However, timings are estimates and may be affected by traffic, weather, accidents, vehicle breakdowns, access issues, or other events beyond our reasonable control.
We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control. In such circumstances, we will notify you as soon as reasonably practicable and make reasonable efforts to carry out the Services as soon as conditions allow.
13. Insurance
We maintain appropriate insurance in respect of our Vehicles and public liability as required by law. Our insurance cover does not replace your own household or business insurance. You are strongly advised to check your existing policies and, if necessary, arrange additional cover for your Goods during the move, especially if they are of high value or particular sensitivity.
14. Complaints
If you have any concerns or complaints about the Services, you should raise them with us as soon as possible so that we can seek to resolve the issue. We may ask you to set out the details in writing, including any relevant dates, times and supporting evidence. We will review your complaint and respond within a reasonable time frame.
15. Data Protection and Privacy
We collect and use personal information about you in order to manage your booking, provide the Services and handle payments. We will only collect information that is relevant and necessary for these purposes and will take reasonable steps to keep your information secure.
Your personal data will not be sold to third parties. It may be shared with trusted partners or service providers where this is necessary to enable us to deliver the Services, process payments or comply with legal obligations. By using our Services, you consent to such use of your personal information.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute arising out of or in connection with them, or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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 their subject matter.
17. General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.
No variation of these Terms and Conditions shall be effective unless agreed in writing by us. Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings.
