Terms and Conditions for Kingstonuponthames Man And Van Services

These Terms and Conditions set out the basis on which Kingstonuponthames Man And Van provides removal, transport, loading, unloading, and related moving services in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. For the purposes of this document, the words “we”, “us”, and “our” refer to Kingstonuponthames Man And Van, and “you” or “the customer” refer to the person or organisation booking the service.

These terms are intended to create a fair and clear agreement for both sides. They apply to all standard man and van services, including single-item transport, small removals, furniture moves, collection and delivery work, and similar jobs. Where a written quotation or service description gives different terms, those specific terms will take priority for that job only. Nothing in these terms affects your statutory rights under UK consumer law.

The customer must ensure that all information supplied at the time of enquiry or booking is accurate and complete. This includes, without limitation, the collection and delivery addresses, access details, item dimensions, parking restrictions, and any special handling requirements. If the information provided is incomplete or incorrect, the service may be delayed, additional charges may apply, or the booking may need to be amended or cancelled.

Booking Process

Bookings may be made through the communication channels made available by Kingstonuponthames Man And Van, subject to availability. A booking is not confirmed until we have accepted the job and, where required, received any deposit or pre-authorisation requested at the time of booking. A quotation does not in itself guarantee availability. We reserve the right to decline a booking where the requested service falls outside our operational scope, where the information supplied is insufficient, or where we believe the job cannot be completed safely or lawfully.

When you request a service, you should provide a full description of the items to be moved, the number of floors involved, any lift or stair access issues, and whether the job requires dismantling, wrapping, or specialist handling. Our quotation may be based on the information you provide and may be revised if the actual work differs materially from what was described. If the vehicle, equipment, or crew required for the job must be changed because of inaccurate information, we may charge a revised fee.

Customer Responsibilities

The customer is responsible for ensuring that all items are ready for collection at the agreed time, unless we have agreed in advance to provide packing or preparation assistance. You must ensure that items are safe to move and that no prohibited, illegal, or dangerous goods are included unless expressly accepted in writing. You must also make suitable arrangements for access, parking, and permissions where required. Delays caused by inadequate access, waiting time, or failure to secure suitable parking may result in additional charges.

The customer should protect fragile, valuable, or sentimental items before collection unless we have agreed in writing to provide packing services. Where items are not packed by us, we do not accept responsibility for damage caused by inadequate packaging, pre-existing weakness, hidden defects, or normal wear and tear. You should remove cash, jewellery, documents, keys, and other personal valuables from drawers, cabinets, and containers before the move begins.

If you ask us to dismantle or reassemble furniture, remove fixtures, or handle items with integrated electrical, plumbing, or specialist components, you confirm that the item is suitable for such work and that you have the authority to request it. We may refuse any task that appears unsafe, impractical, or likely to cause damage. Our staff may stop work if conditions become unsafe, if the customer gives unreasonable instructions, or if the job materially changes from the original booking.

Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. Charges may be based on hourly rates, fixed prices, mileage, volume, access conditions, or a combination of these factors. Any quote is valid for the period stated in the quotation or, if no period is stated, for a reasonable time only. We may alter the price if the work takes longer than expected due to factors outside our control, including delays, additional items, difficult access, waiting time, or changes requested by the customer.

Payment terms will be explained at the time of booking. In most cases, payment is due on completion of the service unless a deposit, partial prepayment, or immediate payment has been agreed in advance. We may accept bank transfer, card payment, cash, or other methods as notified. If payment is not received when due, we reserve the right to withhold delivery, recover the goods where lawful, charge interest on overdue sums, and recover reasonable costs of collection where permitted by law.

Cancellation and Rescheduling

You may cancel or reschedule a booking by giving us notice as soon as possible. If you cancel a booking with sufficient notice, we may refund any deposit paid, less any reasonable costs already incurred. Where cancellation is made at short notice, or where we have already committed vehicle time, crew, or materials to the job, we may retain part or all of the deposit or charge a cancellation fee that reflects our genuine losses. If you are absent at the agreed time or fail to make the goods available, this may be treated as a late cancellation or a failed job.

If we need to cancel or reschedule due to vehicle breakdown, staff illness, unsafe conditions, severe disruption, or other events beyond our reasonable control, we will seek to notify you promptly and arrange an alternative time where possible. In such circumstances, our liability will be limited to the amount already paid for the affected service, except where otherwise required by law. We will not be responsible for indirect costs arising from a cancelled or delayed booking, such as loss of earnings, missed appointments, or third-party charges.

Liability and Property Handling

We will take reasonable care of items while they are in our possession, but the customer acknowledges that moving and loading goods always carries some risk. Our liability for loss or damage is limited to direct loss only and, subject to law, does not extend to indirect or consequential loss. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded under UK law.

We are not liable for damage caused by items that are already faulty, unstable, poorly packed, improperly assembled, or not suitable for transport. Unless otherwise agreed in writing, we do not guarantee the internal contents of cupboards, boxes, drawers, or containers. It is your responsibility to secure loose items and to inform us of anything fragile, valuable, or unusual. We may request that certain items are emptied, wrapped, or prepared before loading.

Where we are asked to move large, heavy, or awkward items, the customer must disclose any known risks, hidden defects, or special handling needs. If an item cannot safely be moved through the intended access route, we may decline to continue, suggest an alternative route, or ask for additional labour. Any decision made by our staff on-site to protect property, people, or vehicles will be final for operational purposes, provided it is reasonable and made in good faith.

Waste Regulations and Prohibited Items

Kingstonuponthames Man And Van operates in accordance with applicable UK waste and environmental laws. If a booking involves the collection, transport, or disposal of waste, the customer must provide an accurate description of the material and must not present any waste that is hazardous, contaminated, illegal, or prohibited without prior written agreement and appropriate documentation. We may refuse to collect any item or waste stream that is not lawful to transport, handle, or dispose of.

The customer remains responsible for the correct classification of waste unless we have expressly agreed to manage the waste handling process on their behalf. Where required by law, waste transfer notes, producer details, and destination information must be provided accurately. You must not include asbestos, clinical waste, chemicals, pressurised containers, oils, paints, solvents, gas cylinders, batteries, or electrical items that require specialist treatment unless this has been specifically agreed and lawfully arranged.

We reserve the right to inspect waste before loading and to refuse any material that does not match the description given at booking. If incorrect information is supplied and we incur extra costs, legal risk, or disposal charges, those amounts may be passed on to the customer. Fly-tipping, illegal dumping, and unlawful disposal are strictly prohibited. Any customer who instructs or encourages unlawful waste handling will be solely responsible for the consequences and any resulting claims or penalties.

Delays, Access, and Waiting Time

We aim to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, road closures, incidents, or earlier jobs overrunning. We will act reasonably to minimise disruption, but we are not liable for delays outside our control. If the customer is not ready when we arrive, or if access is blocked, we may charge waiting time or return at another time at additional cost. Repeated failed attendance may be treated as a cancellation.

If parking restrictions, loading limitations, or building rules prevent the job from proceeding efficiently, the customer must take responsibility for any extra time or costs arising from those issues. Where we need to move items in stages, use additional carrying equipment, or arrange a second visit because of access problems, a further charge may apply. We are not responsible for delays caused by third parties, building management, neighbours, or public authorities.

Complaints and Disputes

If you have a complaint, you should raise it as soon as reasonably possible after the issue occurs so that we can investigate. You may be asked to provide photographs, item details, a description of the alleged issue, and any supporting information needed to assess the matter. We will review complaints fairly and aim to respond within a reasonable period. Any agreed remedy may be repair, replacement, refund, or a partial adjustment depending on the circumstances and legal requirements.

Nothing in this section prevents either party from seeking a formal legal remedy where appropriate. However, both parties should first attempt to resolve disputes in good faith. We may ask for reasonable cooperation in assessing any claim, including access to the item, confirmation of pre-existing condition, or evidence of loss. Claims raised significantly after the job may be harder to assess and may be rejected if there is insufficient evidence.

Force Majeure and Changes to Terms

We are not liable for failure or delay in performing our obligations where that failure is caused by events beyond our reasonable control. This includes, without limitation, extreme weather, fire, flood, accidents, industrial action, public emergencies, government restrictions, road closures, and sudden unavailability of vehicles or staff. If such an event occurs, we will take reasonable steps to resume or rearrange the service, but we will not be responsible for losses arising from the disruption.

We may update these terms from time to time to reflect changes in our services, operational practices, or legal obligations. The version in force at the time of booking will apply to that booking unless a later version is expressly agreed. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute arising from the service, except where consumer law provides otherwise. By booking Kingstonuponthames Man And Van, you agree that these terms form part of the contract between us and apply to all relevant services provided in the UK.

For the avoidance of doubt, these terms are intended to be practical and balanced. They are designed to support a smooth, lawful, and professional moving service while protecting the rights and responsibilities of both parties. If you proceed with a booking, you confirm that you accept these terms in full and agree to cooperate in good faith so that the service can be completed safely and efficiently.