Terms and Conditions
Kingston upon Thames Man and Van Terms and Conditions
These Terms and Conditions apply to all services provided by Kingston upon Thames Man and Van. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means Kingston upon Thames Man and Van, the provider of removal and related services.
1.2 "Customer" means any individual, business or organisation that books or uses the services of the Company.
1.3 "Services" means any man and van, removal, transport, loading, unloading, packing, or related service provided by the Company.
1.4 "Goods" means any items, property or belongings that are the subject of the Services.
1.5 "Service Area" means the areas in which the Company operates, primarily centred on Kingston upon Thames and surrounding locations within the United Kingdom.
1.6 "Contract" means the agreement between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written quotation or confirmation.
2. Booking Process
2.1 Bookings may be made by the Customer through the Company’s accepted communication channels. The Company will provide an estimate or quotation based on the information supplied.
2.2 All bookings are subject to availability. The Company reserves the right to refuse any booking at its sole discretion.
2.3 The Customer is responsible for providing accurate information regarding the nature, size and quantity of the Goods, the collection and delivery addresses, access conditions, any parking restrictions and any special requirements.
2.4 Any quotation is based on the information provided by the Customer. If the information is incomplete or inaccurate, or if the circumstances on the day are materially different, the Company may adjust the price to reflect the additional time, distance, labour or equipment required.
2.5 A booking is not confirmed until the Company has provided written or verbal confirmation and, where required, received any applicable deposit or prepayment.
3. Service Description
3.1 The Company provides man and van and removal services within its Service Area, including loading, transportation and unloading of Goods.
3.2 The Company will use reasonable care and skill in providing the Services and will endeavour to carry out the work on the date and at the time agreed. However, times are estimates only and are not guaranteed.
3.3 The Customer must ensure that there is adequate access to the properties at both collection and delivery points, including suitable parking locations for the vehicle and safe access for moving Goods.
3.4 The Company does not undertake disconnection or reconnection of appliances, dismantling or reassembly of furniture or fittings unless this has been explicitly agreed in advance and is within the competence of the operatives.
4. Customer Responsibilities
4.1 The Customer is responsible for:
a) Ensuring that Goods are adequately packed and prepared for transport, unless packing services have been agreed as part of the Contract.
b) Ensuring that no Goods are transported which are illegal, dangerous, explosive, highly flammable, perishable, or otherwise prohibited by law or by these Terms and Conditions.
c) Obtaining and maintaining any necessary permissions, permits or parking dispensations required for loading and unloading.
d) Being present, or arranging for an authorised representative to be present, at both the collection and delivery addresses to direct the operatives and sign any relevant documentation.
4.2 The Customer warrants that they are the owner of the Goods or have the full authority of the owner to enter into this Contract for the Services.
5. Payments and Charges
5.1 Charges are based on factors including time, distance, size of vehicle, number of operatives required and any additional services requested.
5.2 The Company may require full or partial payment in advance or on completion of the Services. This will be confirmed at the time of booking.
5.3 All prices are quoted in pounds sterling and are exclusive of any applicable charges for congestion zones, tolls, parking fees or similar costs. Such additional costs may be added to the final invoice where incurred in the performance of the Services.
5.4 Payment is due in accordance with the terms specified at the time of booking. The Company reserves the right to withhold or suspend Services where payment terms are not met.
5.5 If payment is not received when due, the Company may charge interest on overdue amounts at the statutory rate until payment is made in full, together with any reasonable costs incurred in recovering the debt.
6. Cancellations and Changes
6.1 The Customer may cancel or amend a booking by providing notice to the Company.
6.2 If the Customer cancels a booking more than 48 hours before the scheduled start time, any deposit paid may be refunded at the Company’s discretion, subject to any reasonable administrative charges.
6.3 If the Customer cancels a booking within 48 hours of the scheduled start time, the Company reserves the right to retain all or part of any deposit and to charge a cancellation fee to cover the costs and loss of opportunity.
6.4 If the Customer cancels on the day of the move or fails to be present at the agreed time, the Company may charge up to the full quoted amount, including any waiting time and call-out charges.
6.5 Any changes to the date, time, address or scope of the Services are subject to availability and may result in an adjustment to the quoted price. The Company is not obliged to accept changes but will make reasonable efforts to accommodate them.
7. Access, Parking and Delays
7.1 The Customer is responsible for ensuring that adequate parking is available for the Company’s vehicle at both collection and delivery locations.
7.2 Any parking charges, penalties or fines incurred as a result of the Customer’s failure to arrange suitable parking may be added to the Customer’s invoice.
7.3 The Company will not be liable for delays caused by circumstances beyond its reasonable control, including but not limited to traffic conditions, road closures, accidents, adverse weather, industrial action or delays caused by the Customer or third parties.
7.4 If the operatives are delayed due to issues with access, keys, paperwork, or the Customer not being ready, waiting time may be charged at the Company’s standard hourly rate.
8. Liability for Loss or Damage
8.1 The Company will take reasonable care in handling and transporting the Goods. However, the Customer acknowledges that there is an inherent risk of damage in any removal or transport service.
8.2 The Company’s liability for loss of or damage to Goods, whether arising from negligence or otherwise, shall be limited to a reasonable cost of repair or replacement, subject to any specific limits advised by the Company and to the exclusions in these Terms and Conditions.
8.3 The Company will not be liable for:
a) Loss or damage arising from faults or defects in the Goods which are not caused by the Company.
b) Loss or damage to fragile, precious or high-value items, including but not limited to glass, artwork, antiques, jewellery, cash, documents or electronic equipment, unless the Company has been specifically informed of their nature and value in advance and has agreed in writing to accept responsibility.
c) Loss or damage resulting from inadequate packing by the Customer or a third party.
d) Damage to items made of pressed wood, chipboard or similar materials, which are inherently susceptible to damage when moved.
e) Indirect, consequential or purely economic loss, including loss of profits, business interruption or loss of opportunity.
8.4 The Customer is advised to arrange suitable insurance cover for their Goods where additional protection is required beyond the Company’s standard liability.
8.5 Any claim for loss or damage must be notified to the Company as soon as reasonably practicable and in any event within 7 days of completion of the Services, providing full details of the alleged damage and any supporting evidence. Failure to notify within this period may affect the Company’s ability to investigate and may limit or exclude liability.
9. Excluded Items
9.1 The Company will not transport any items that are illegal, hazardous, explosive, flammable or otherwise present a risk to health, safety or property. This includes but is not limited to gas cylinders, firearms, ammunition, chemicals, solvents and certain batteries.
9.2 The Company reserves the right to refuse to transport any Goods which in its opinion may be unsafe, unhygienic or unsuitable for carriage.
9.3 If such items are transported without the Company’s knowledge, the Customer shall be solely responsible for any resulting loss, damage or legal consequences and shall indemnify the Company against all claims, costs and liabilities arising.
10. Waste and Disposal Regulations
10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general waste carrier and will not remove household or commercial waste unless this has been expressly agreed in advance and is compliant with relevant regulations.
10.2 The Customer is responsible for ensuring that any items presented for disposal are lawful to dispose of and are accurately described to the Company.
10.3 Where the Company agrees to remove items for disposal or recycling, such items become the responsibility of the Company from the point of collection for the sole purpose of lawful disposal. Additional charges may apply for disposal services.
10.4 The Company will not handle hazardous or controlled waste, including but not limited to asbestos, clinical waste, chemicals, paint or oil, and reserves the right to refuse any items that may breach waste regulations.
11. Conduct and Health and Safety
11.1 The Company will take reasonable steps to carry out the Services safely and in accordance with relevant health and safety requirements.
11.2 The Customer agrees not to instruct or permit the Company’s operatives to undertake any activity that is unsafe, illegal or outside the normal scope of removal work, such as working at excessive height, lifting items beyond safe manual handling limits or operating unsafe equipment.
11.3 If the Company reasonably believes that continuing the Services would pose a risk to health, safety or property, it may suspend or terminate the Services without liability.
12. Termination
12.1 The Company may terminate the Contract immediately if the Customer:
a) Fails to pay any sum when due.
b) Commits a serious breach of these Terms and Conditions.
c) Behaves in an abusive, threatening or otherwise unacceptable manner towards the Company’s staff.
12.2 On termination, the Customer shall pay the Company for all Services provided up to the date of termination, including any costs or losses incurred as a result of the termination.
13. Data Protection and Privacy
13.1 The Company will collect and use personal information provided by the Customer for the purposes of arranging and delivering the Services, processing payments and managing the customer relationship.
13.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where required to perform the Services, comply with legal obligations or with the Customer’s consent.
14. Complaints
14.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed.
14.2 The Company will investigate complaints in a fair and timely manner and will endeavour to reach a reasonable resolution.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any Contract between the Company and the Customer shall be governed by and interpreted in accordance with the laws of England and Wales.
15.2 Any disputes arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.
16.2 The failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
16.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company.
16.4 These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the parties and supersede any prior understandings, representations or agreements, whether oral or written.
16.5 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to the relevant Contract.
By proceeding with a booking, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
