Terms and Conditions for Kingstonuponthames Man And Van

These Terms and Conditions set out the basis on which Kingstonuponthames Man And Van provides domestic and commercial moving, transport, loading, unloading, and related services within the United Kingdom. By making a booking, confirming an estimate, or allowing our team to begin work, you agree to these terms. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative placing the booking.

These terms are designed to be fair, practical, and consistent with UK law. They apply to all types of service arrangements, including single-item transport, part-load moves, furniture collections, flat moves, office removals, and other van services where labour and vehicle support are supplied. Nothing in these terms affects your statutory rights where consumer law applies.

1. Booking Process

To arrange a booking with Kingston upon Thames man and van, you must provide accurate and complete information at the time of enquiry or reservation. This includes the pickup and delivery addresses, access details, item description, approximate volume or weight, preferred date and time, and any special handling requirements. If the move involves stairs, parking restrictions, lifts, narrow access, or assembly/disassembly, you must tell us in advance.

Once we have reviewed the details, we may provide an estimate or quotation. Any quotation may be based on the information supplied by you and may be revised if the actual service differs from what was described. A booking is confirmed only when we have accepted your request and, where required, received the agreed deposit, prepayment, or written confirmation.

You are responsible for checking all booking details before confirmation. If you notice an error in the date, address, vehicle size, or item list, you must notify us immediately. We are not liable for delays, extra charges, or failed attendance caused by incorrect or incomplete information provided by you. We also reserve the right to decline a booking if, in our reasonable opinion, the job is unsafe, unlawful, excessively large for the agreed vehicle, or materially different from the original description.

2. Prices and Payments

Our prices may be stated as fixed fees, hourly rates, distance-based charges, or a combination of these, depending on the service requested. Unless expressly agreed otherwise, all charges are shown or confirmed in pounds sterling. Prices may include labour, vehicle use, and standard fuel costs, but may exclude congestion charges, parking costs, tolls, waiting time, specialist equipment, disposal fees, or additional labour required due to unforeseen circumstances.

Payment terms will be confirmed before or at the time of booking. In most cases, payment must be made by card, bank transfer, or another approved method either in advance, upon completion, or according to the invoice terms we issue. We may require a deposit to secure the booking. Where payment is due on completion, it must be made immediately unless we agree otherwise in writing.

If the service takes longer than expected because of access problems, delays, changes to the job, or additional items not declared at booking, we may charge extra. Any waiting time, parking fines caused by your instructions, or additional journeys requested by you may also be chargeable. If an invoice remains unpaid after the due date, we may apply reasonable late payment charges and recover collection costs where permitted by law.

3. Cancellations, Amendments, and No-Shows

You may cancel or amend your booking by giving us notice as soon as possible. Where a cancellation is made with sufficient notice, we may offer a refund, rebooking, or partial refund depending on the circumstances and any costs already incurred. The exact treatment of cancellations may vary depending on the service type, the notice given, and whether third-party costs such as parking, labour, or disposal arrangements have already been committed.

If you cancel at short notice, fail to provide access, are not present at the agreed time, or prevent the work from starting or completing, we may charge a cancellation fee or the full agreed minimum fee, especially where the vehicle and team were already allocated. If our staff arrive and are unable to carry out the job because of inaccurate information, unsafe conditions, lack of access, or your refusal to proceed, this may be treated as a late cancellation or failed attendance.

We reserve the right to reschedule or cancel a booking if unavoidable events occur, including vehicle breakdown, severe weather, road closures, staff illness, safety concerns, or circumstances beyond our reasonable control. In such cases, we will try to offer an alternative time. Our responsibility will normally be limited to refunding any prepayment for the undelivered portion of the service, unless otherwise required by law.

4. Customer Responsibilities

You must ensure that all items are properly packed, protected, and ready for transport unless you have specifically paid for packing or wrapping services. Fragile items should be boxed securely and clearly marked. You should remove or secure loose parts, empty drawers where necessary, disconnect appliances safely if required, and make sure that items can be moved without causing damage to property, fittings, or the goods themselves. You must also disclose any items that are especially heavy, valuable, delicate, hazardous, or prohibited.

It is your responsibility to obtain any permits, permissions, or access approvals needed for parking, loading, or entry at either address, unless we have agreed in writing to arrange them. You must ensure that there is a suitable and lawful place for the vehicle to stop. If permits are not available or access is restricted, delays and extra charges may arise. You should also make sure that someone authorised is present at both ends of the move to confirm instructions and sign off completion where needed.

We may refuse to move items that are unsafe, unlawful, excessively fragile without suitable packing, or likely to cause injury or damage. This includes, without limitation, hazardous chemicals, explosives, live animals, perishable goods requiring controlled temperature, and items prohibited by law. Our staff may also refuse to lift items where doing so would breach health and safety requirements or exceed safe manual handling limits.

5. Liability and Damage

We will take reasonable care in carrying out our services and handling your belongings. However, liability is limited in accordance with these terms and applicable law. We are not responsible for pre-existing damage, wear and tear, poor packaging, hidden defects, or damage arising from items not being properly secured by you. We are also not liable for losses caused by your failure to provide accurate information, suitable access, or lawful instructions.

If damage or loss occurs and is caused directly by our negligence, we will assess the claim fairly and may, at our option, repair, replace, or compensate for the affected item up to the reasonable value of the proven loss, subject to any limitations agreed in writing and the availability of evidence. Claims must be reported as soon as reasonably possible, and in any event within a reasonable period after the service. You should retain the damaged item and its packaging, where relevant, to support any review.

We will not be liable for indirect or consequential losses, including loss of profit, loss of business opportunity, loss of rent, emotional distress, or delays caused by third parties, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

6. Waste Regulations and Disposal Services

Where we provide disposal, clearance, or waste removal as part of a move or separate service, both parties must comply with applicable UK waste laws and environmental requirements. Waste must be described accurately, and you must not include prohibited, unsafe, or misdeclared materials. We may refuse any load that we reasonably believe contains hazardous waste, electrical items requiring special handling, items contaminated by bodily fluids, asbestos, chemicals, pressurised containers, or other regulated substances unless suitable arrangements have been made in advance and in compliance with the law.

For any waste collection or removal service, you are responsible for ensuring that you have the legal right to dispose of the items and that the waste is properly separated if required. We may ask questions about the source, nature, and quantity of the waste before accepting it. If we arrange for disposal at an authorised site, additional charges may apply based on weight, category, handling difficulty, or facility fees. You agree not to request or permit unlawful dumping, fly-tipping, mixing of prohibited waste, or misdescription of waste types.

If we remove waste on your behalf, title and responsibility for the waste may transfer in accordance with the service arrangement and the law only once the waste has been lawfully accepted for transport or disposal. You remain responsible for the accuracy of the information you provide. If a regulatory authority imposes a fine, charge, or investigation because of false, incomplete, or misleading information supplied by you, you may be responsible for the resulting costs to the extent permitted by law and where such responsibility is fairly attributable to your breach.

7. Delays, Access, and Performance

We will aim to arrive within the agreed time window, but times are estimates unless explicitly guaranteed in writing. Delays may occur because of traffic, weather, prior jobs over-running, parking restrictions, or other circumstances outside our control. We will use reasonable efforts to keep you informed where possible. If access is difficult or the address is not safely reachable, we may need to alter the working method, bring the job to a temporary halt, or charge additional time. Cooperation from you and your representatives is essential to completing the service efficiently.

Our team may make reasonable decisions on the day to protect safety, property, and the efficient delivery of the service. This may include choosing alternative lifting routes, rearranging the loading order, or declining to move items that appear unsafe. Where a building, road, or site imposes restrictions that were not disclosed in advance, we may revise the service charge or refuse completion until the issue is resolved.

Any dates or times agreed for collection or delivery are subject to completion of the previous work, access conditions, and operational feasibility. We are not responsible for missed connections, lost opportunities, or consequential costs arising from reasonable delays, except where such liability cannot be excluded by law. If a delay becomes substantial and is caused solely by us, we will discuss a fair remedy in line with the circumstances.

8. Complaints and Dispute Handling

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we may investigate and, where appropriate, take corrective action. Providing clear details, photographs, and supporting information will help us review the matter efficiently. We aim to handle complaints constructively and in good faith, and we may request access to the affected item or additional information before reaching a decision.

If a dispute cannot be resolved informally, both parties should first attempt to settle the matter through direct negotiation and a reasonable period of review. Nothing in these terms prevents either party from seeking help through the courts or any other lawful dispute resolution process. Any claim should be brought in a timely manner and supported by evidence relevant to the alleged issue.

We may update these Terms and Conditions from time to time to reflect changes in our services, procedures, or legal obligations. The version in force at the time of your booking will usually apply unless a change is required by law or agreed otherwise. It is your responsibility to review the applicable terms before confirming a new booking.

General Provisions

Severability: If any provision of these terms is found unenforceable, the remaining provisions will continue in full force. No waiver: A failure or delay to enforce any right does not mean that right has been waived. Assignment: You may not transfer your rights or obligations without our written consent, but we may assign or subcontract parts of the service where reasonably necessary to perform the booking.

Force majeure: We are not liable for failure or delay caused by events beyond our reasonable control, including extreme weather, accidents, industrial action, epidemics, road incidents, or government restrictions. Third-party services: Where parking, storage, waste disposal, or building access is provided by a third party, their own terms may also apply. Entire agreement: These terms, together with the booking confirmation and any written amendments, form the agreement between us and supersede prior discussions about the same booking.

Consumer rights: If you are acting as a consumer, you may have rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, and other relevant UK legislation. Nothing in these terms is intended to remove or reduce those rights. If there is any conflict between these terms and mandatory consumer law, the law will prevail to the extent of the conflict.

9. 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, except where consumer law gives you the right to bring proceedings in another part of the UK or otherwise requires a different forum. By booking our services, you acknowledge that you have read, understood, and accepted these terms as the basis of our agreement.

Kingstonuponthames Man And Van operates on the principle of clear communication, lawful handling, and reasonable care throughout the booking, transport, and completion process. These terms are intended to protect both sides while keeping the service straightforward and transparent.