Terms and Conditions
Man with Van Millwall Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Millwall provides removal and associated services to private and business customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
1.1 Customer means the person, company, partnership or other entity that requests or purchases services from Man with Van Millwall.
1.2 Services means any removal, moving, collection, delivery, loading, unloading, packing, or related services provided by Man with Van Millwall.
1.3 Vehicle means any van or other vehicle used by Man with Van Millwall to carry out the services.
1.4 Goods means any items, property, furniture, equipment, or other objects that are the subject of the services.
1.5 Booking means a confirmed request for services, whether made by phone, online form, or in writing, and accepted by Man with Van Millwall.
2. Scope of Services
2.1 Man with Van Millwall provides man and van removal services, including local household moves, small office moves, furniture and appliance transport, and related assistance in loading and unloading.
2.2 Unless otherwise agreed in writing, services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, or the packaging of goods. Such services may be provided at our discretion and may incur additional charges.
2.3 Access to premises and nearby roads must be safe and suitable for the vehicle and crew. The customer is responsible for obtaining any necessary parking permissions or suspension of restrictions that may be required to complete the services lawfully.
3. Booking Process
3.1 You may request a quotation and make a provisional booking by contacting Man with Van Millwall through our accepted communication channels. Quotations are based on the information you provide and are subject to revision if that information proves to be inaccurate or incomplete.
3.2 A booking is only confirmed once we have accepted your request and, where required, you have paid any deposit or provided the requested confirmation. We reserve the right to refuse any booking at our discretion.
3.3 When making a booking, you must provide accurate information, including the addresses for collection and delivery, details of the goods, approximate volume or number of items, number of floors and stairs, access restrictions, and any special handling requirements.
3.4 If on arrival the actual work differs substantially from the information provided at the time of booking, we may adjust the price and time estimate accordingly, or, if appropriate, decline to complete the service. Any waiting time, additional labour, or additional mileage may be charged at our standard rates.
3.5 Bookings are accepted on the understanding that the customer has authority to move the goods and to enter into this agreement for all persons or entities who have an interest in the goods.
4. Pricing and Quotations
4.1 Our prices may be quoted as an hourly rate, a fixed price, or a combination of both, depending on the nature of the work and the information provided.
4.2 Quotations are exclusive of any parking fees, congestion charges, tolls, or penalties incurred during the services. These will be added to the final invoice where applicable.
4.3 Any quotation is valid only for the date, time, and circumstances described at the time it is given. If the move date, access conditions, or service requirements change, we may revise the quotation.
4.4 Where services extend beyond the initially agreed time due to delays outside our control, such as waiting for keys, delays caused by third parties, or restricted access, we may charge additional hourly rates or part thereof.
5. Payments
5.1 Unless agreed otherwise in writing, payment for services is due on completion of the work on the same day. We may request full or partial payment in advance, particularly for larger jobs or longer distance moves.
5.2 Payment must be made using one of the accepted payment methods notified to you at the time of booking or prior to the service date.
5.3 Where a deposit is requested, your booking may not be confirmed until the deposit has been received. Deposits are generally non-refundable except as set out in the cancellation section of these Terms and Conditions.
5.4 If payment is not made when due, we may charge interest on any overdue amount at the statutory rate applicable in England and Wales or withhold delivery of the goods until payment is received in full.
5.5 For business customers, where credit terms have been agreed in advance, invoices must be paid within the period specified on the invoice. We reserve the right to suspend further services in the event of late payment.
6. Cancellations and Amendments
6.1 If you need to cancel or amend your booking, you must notify us as soon as possible. The effective time of cancellation or amendment will be when we receive your notification.
6.2 If you cancel more than 48 hours before the scheduled start time, we will generally refund any deposit paid, less any reasonable administration costs or non-refundable expenses incurred on your behalf.
6.3 If you cancel within 24 to 48 hours of the scheduled start time, we may retain all or part of any deposit paid and may charge a cancellation fee of up to 50 percent of the quoted price to cover lost bookings and administrative costs.
6.4 If you cancel within 24 hours of the scheduled start time, or if you fail to be present or otherwise prevent the work from being carried out, we may charge up to 100 percent of the quoted price.
6.5 Changes to date, time, or scope of work are subject to availability and may result in a revised quotation. We are not obliged to accommodate changes, but we will make reasonable efforts to do so.
6.6 We reserve the right to cancel or postpone a booking in the event of severe weather, vehicle breakdown, staff illness, unsafe conditions, or other circumstances beyond our reasonable control. In such cases, we will offer an alternative date or refund any deposit paid, but we will not be liable for any consequential losses.
7. Customer Responsibilities
7.1 The customer is responsible for ensuring that all goods are properly packed and secured for transport, unless packing services have been agreed as part of the booking.
7.2 Fragile or valuable items must be clearly marked and brought to the attention of the driver or crew before loading.
7.3 The customer must ensure there is adequate and legal parking at both collection and delivery locations. Any parking fees, fines, or penalties that arise due to inadequate or unlawful parking arrangements may be charged to the customer.
7.4 The customer must ensure that access to the property and any shared areas is clear, safe, and suitable for moving goods. This includes ensuring lifts are available where needed and that stairways, corridors, and doorways are free from obstruction.
7.5 The customer must not ask the crew to undertake any action or service that is unsafe, unlawful, or outside the scope of normal removal work, such as working at unprotected heights or handling prohibited items.
8. Excluded and Restricted Items
8.1 Unless otherwise agreed in writing, we do not carry the following items: hazardous materials, explosives, firearms, illegal substances, live animals, perishable goods requiring special storage, cash, jewellery, or other exceptionally high-value items.
8.2 If such items are included in the goods without our knowledge, we will not be liable for any loss, damage, or delay concerning them, and you will indemnify us against any claims, damages, or penalties arising from their presence in the load.
9. Liability for Loss or Damage
9.1 We will take reasonable care when handling, moving, and transporting your goods. Our liability for loss or damage caused by our negligence or breach of contract is subject to the limitations set out in this section.
9.2 We are not liable for loss or damage to goods that are not properly packed, are inherently defective, or are of a fragile nature not suitable for transport unless we have undertaken the packing and have been specifically notified of their nature and value.
9.3 We are not liable for any loss or damage arising from circumstances beyond our reasonable control, including but not limited to acts of God, severe weather, traffic delays, road closures, accidents caused by third parties, or actions of third-party contractors.
9.4 In the event of loss of, or damage to, goods for which we are liable, our maximum liability per job shall be limited to a reasonable replacement or repair cost, subject to an overall cap which will be notified to you on request. If you require a higher level of cover, you must arrange your own insurance.
9.5 We are not liable for any indirect or consequential loss, including loss of profits, loss of opportunity, or loss of use, arising out of or in connection with the services.
9.6 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of the completion of the services. You must provide reasonable evidence of the loss or damage and allow us the opportunity to inspect any alleged damage.
10. Time and Delays
10.1 Any times quoted for arrival or completion are estimates only and do not form part of a guarantee. We will make reasonable efforts to meet agreed schedules but cannot accept liability for delays caused by factors beyond our control.
10.2 If our arrival is delayed, we will notify you where reasonably practicable. Delays do not entitle you to cancel the service once the crew and vehicle are en route, but we may agree adjustments at our discretion.
11. Waste and Environmental Regulations
11.1 Man with Van Millwall provides removal services and is not a general waste disposal operator. We only transport waste or items for disposal where this has been expressly agreed in advance and is carried out in compliance with applicable waste regulations.
11.2 The customer must not request us to transport prohibited or controlled waste, including hazardous waste, chemicals, clinical waste, asbestos, or materials that require specialist licences or handling.
11.3 Where we agree to remove unwanted items, we will dispose of them only at legitimate facilities in accordance with local and national regulations. Any disposal fees or charges will be added to your invoice.
11.4 Fly-tipping or unlawful disposal is strictly prohibited. We reserve the right to refuse to carry any items where lawful disposal cannot be confirmed or where handling would breach environmental or waste legislation.
12. Insurance
12.1 Man with Van Millwall maintains appropriate motor, public liability, and employer liability insurance in line with legal requirements and industry practices.
12.2 Our insurance is subject to the policy terms, conditions, and exclusions set by our insurers. Details of basic cover are available on request.
12.3 Customers are strongly advised to arrange their own additional insurance for high-value items, fragile goods, or where a higher level of protection is required than that offered under our standard cover.
13. Complaints and Dispute Resolution
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with the driver or crew on the day where possible so that we have an opportunity to address it immediately.
13.2 If the issue cannot be resolved on the day, you should submit a written complaint describing the problem in detail and providing any supporting evidence. We will investigate and respond within a reasonable time frame.
13.3 We aim to resolve complaints amicably. If a dispute cannot be resolved directly, either party may seek resolution through negotiation, mediation, or the courts as appropriate.
14. Data Protection and Privacy
14.1 We collect and process personal data such as names, addresses, and contact details solely for the purpose of providing services, managing bookings, and fulfilling our legal obligations.
14.2 We will not sell your personal data to third parties. We may share data with trusted partners or service providers where necessary to perform the services or comply with legal requirements.
14.3 We take reasonable steps to protect your personal data and retain it only for as long as necessary for the purposes for which it was collected.
15. Limitation of Liability
15.1 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded.
15.2 Subject to the above, our total aggregate liability to you for all claims arising out of or in connection with any single booking shall not exceed the total charges paid or payable for that booking, subject to any lower limits specified elsewhere in these Terms and Conditions.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 or formation.
17. General Provisions
17.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.
17.2 No failure or delay by Man with Van Millwall in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
17.3 These Terms and Conditions constitute the entire agreement between the customer and Man with Van Millwall in relation to the services and supersede any prior understandings or agreements, whether written or oral.
17.4 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your agreement with us. You are advised to review the Terms and Conditions periodically for any changes relevant to future bookings.
