Man And A Van Waterloo – Terms and Conditions

These Terms and Conditions set out the basis on which Man and a Van Waterloo provides removal, transport, delivery and related moving services to domestic and commercial customers. By making a booking, accepting a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. For the purposes of these Terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf.

These terms apply to all services supplied under the Man and a Van Waterloo name, whether the work relates to a single-item move, furniture collection, flat relocation, office transport, or other van-based logistics. Any special instruction, estimate, or written note provided before the job starts forms part of the agreement only if we confirm it in writing or by email. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

We reserve the right to update these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking, unless a change in law or regulation requires an earlier amendment. Customers are responsible for reviewing any changes communicated to them before the service date. Continued use of our services after an update will be treated as acceptance of the revised terms.

1. Booking Process

A booking with Man and a Van Waterloo service is only confirmed once we have accepted the job request and provided a booking reference, written confirmation, or other clear acknowledgement. A quotation alone does not guarantee availability. We may ask for details such as the collection and delivery points, access conditions, item list, preferred time window, stair access, parking restrictions, and any special handling requirements. The accuracy of the information you provide is essential because it allows us to plan the vehicle, crew, and time allocation correctly.

All estimates are based on the information supplied at the time of enquiry. If the scope of work changes before or during the job, we may revise the price or alter the service arrangement. Examples include additional items, extra labour, waiting time, difficult access, long carry distances, or a change to the destination. If the revised job cannot reasonably be completed within the original booking, we may refuse to proceed until the additional charges are agreed.

Customers must ensure that the booking details are correct, that the collection and delivery addresses are accessible, and that any required permissions for parking, loading, or access have been obtained in advance. Where a parking suspension, permit, or building management approval is needed, it is the customer’s responsibility to arrange this unless we have expressly agreed otherwise. We are not liable for delays, failed collections, or extra costs caused by missing access arrangements or inaccurate information.

2. Service Conditions

Our team will use reasonable care and skill when carrying out each job, and we expect customers to cooperate in a way that allows the service to be completed safely and efficiently. This includes ensuring that items are ready to move, fragile goods are suitably protected, and the premises are safe for lifting and carrying. We may refuse to handle any item that is excessively heavy, unstable, dirty, leaking, unsafe, or likely to cause injury or damage without suitable preparation or equipment.

We do not provide specialist packing, dismantling, reassembly, electrical disconnection, plumbing work, or certification unless this has been specifically agreed in writing and we are qualified to do so. Where we do assist with such tasks as a convenience, this is done at the customer’s request and at the customer’s risk, except where the law prevents exclusion of liability. The customer remains responsible for backing up data from electronic devices and removing personal or confidential information from items being transported.

If our crew believes that continuing the job would be unsafe, unlawful, or likely to cause damage, we may stop work immediately. This includes situations involving aggressive behaviour, unsafe premises, infestations, hazardous materials, excessive clutter, or items that are incorrectly declared. In such cases, any time already spent, travel incurred, or labour provided may still be chargeable. We may also decide to terminate the service if the customer’s conduct makes completion impractical or unsafe.

Timings are given in good faith but are estimates only unless we have expressly agreed a fixed slot. Traffic, weather, access delays, vehicle issues, and earlier jobs may affect arrival or completion times. While we aim to be punctual, we are not responsible for indirect loss caused by a reasonable delay outside our control. If a delay becomes significant, we will make reasonable efforts to keep you informed and to agree a revised arrival time.

3. Payments

Payment terms for Man and a van Waterloo may vary depending on the type of job, distance, duration, and risk level. Unless agreed otherwise in advance, payment is due on completion of the service and must be made in full without deduction or set-off. We may require a deposit, card pre-authorisation, or partial advance payment to secure the booking, particularly for larger moves, evening work, urgent collections, or jobs involving third-party costs.

Accepted payment methods will be confirmed at the time of booking. If a payment fails, is reversed, or is not received when due, we may suspend further work, withhold delivery, or recover any outstanding balance through reasonable collection processes. You agree to pay all bank charges, chargeback-related costs, and reasonable administrative expenses arising from late or failed payment, except where the issue is caused by our error.

Quotations may be based on hourly rates, fixed fees, mileage, volume, or a combination of these factors. If the service runs beyond the expected duration due to circumstances linked to the customer, the property, access restrictions, or added tasks, additional charges may apply. We will normally explain any extra cost before it is incurred where reasonably possible. Any storage, waiting, re-delivery, disposal, toll, congestion, parking, or permit charges will be added where applicable and may be passed on at cost or at a stated rate.

4. Cancellations and Amendments

If you need to cancel or amend a booking for a Man and a van service, you must notify us as early as possible. Cancellations made outside the agreed notice period may not incur a charge, but late cancellations can lead to a fee to cover lost time, vehicle allocation, and administrative costs. If you cancel after the team has already been dispatched or arrived on site, you may be charged for the full minimum call-out or a substantial portion of the agreed fee.

Where a deposit has been paid, it may be non-refundable if the cancellation occurs within the notice period stated at booking, or if the job becomes unavailable because of customer default, such as failure to provide access, absence from the property, or incorrect item information. If we have incurred third-party expenses on your behalf, such as parking, disposal, or specialist equipment hire, those costs remain payable even if you cancel the main service. Amendments are subject to availability and may change the quoted price.

We may cancel, postpone, or refuse a booking if we are unable to provide the service safely or lawfully, if weather or traffic conditions create unacceptable risk, if the customer has provided misleading information, or if payment terms have not been met. In such circumstances, we will aim to offer an alternative date or a refund of any sum paid for the unused portion of the service, unless cancellation is required because of customer breach. We will not be responsible for losses arising from a lawful suspension or cancellation made in good faith.

5. Liability and Customer Responsibilities

The customer must ensure that all goods offered for transport are lawfully owned or authorised for movement. You confirm that items are fit for carriage and that no item contains prohibited, dangerous, flammable, explosive, corrosive, toxic, or illegal substances unless we have specifically agreed to handle them and the law allows it. Man and a Van Waterloo is not responsible for hidden defects, pre-existing damage, fragile construction, or items that break because of their age, poor packing, or inherent weakness.

We will take reasonable care to prevent loss or damage, but our liability is limited to direct losses caused by our negligence and only where proven. We are not liable for indirect or consequential losses, including missed deadlines, loss of earnings, loss of profit, emotional distress, or contractual penalties, unless liability cannot legally be excluded. Customers should insure valuable, fragile, or irreplaceable items separately where appropriate. Any claim for damage must be reported within a reasonable time and supported by evidence, such as photographs and item details.

If we are responsible for damage, our liability will usually be limited to the reasonable repair cost or replacement value of the affected item, subject to any applicable legal limits and the condition of the item before the job began. We are not liable for damage caused by improper packing by the customer, overloading by others, concealed weaknesses, or movement of unsecured items during transit. You are responsible for securing drawers, doors, lids, and loose contents unless we have agreed to do so as part of the service.

Any claim relating to theft, loss, or damage must be notified promptly, and you must cooperate with any reasonable investigation. We may request evidence of ownership, valuation, and pre-move condition. Claims made after an unreasonable delay may be rejected where the delay prevents proper assessment. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

6. Waste Regulations and Disposal

Where waste removal or disposal is included in the booking, the customer must tell us what type of waste is involved so we can determine whether it can lawfully be collected, transported, and disposed of. Under UK waste regulations, waste must be described accurately, handled responsibly, and taken only to authorised facilities. We may refuse any load that contains hazardous, clinical, electrical, chemical, liquid, or restricted waste unless the necessary legal arrangements are in place and the item is lawfully accepted.

The customer is responsible for ensuring that waste is separated, declared, and made available in a condition suitable for safe handling. Mixed loads, fly-tipped material, or undeclared hazardous waste may lead to additional charges, refusal of service, or notification to the relevant authorities where required by law. If items are described as reusable, recyclable, or suitable for donation, we may still treat them as waste if their condition, contamination, or legal status prevents reuse. The final decision on safe and lawful handling remains with us.

We do not accept responsibility for waste that has been incorrectly described by the customer or for items that become waste because they are abandoned, contaminated, or not collected by the intended recipient. Any costs arising from improper disposal instructions, contamination, or regulatory non-compliance may be recovered from the customer. By using our disposal service, you confirm that you have the authority to release the waste and that it does not breach any applicable environmental or transport regulations.

7. Complaints, Force Majeure, and Governing Law

If you are unhappy with any part of the service, you should raise the issue promptly so that we can review it fairly and attempt to resolve it. We may ask for photographs, job details, and a description of the concern. A complaint does not remove your duty to pay any undisputed sums due for completed work. Any agreed refund, repair, or goodwill payment will be made without admission of liability unless required by law.

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, road closures, accidents, strikes, governmental action, emergency incidents, or supply disruption. Where such an event occurs, our obligations will be suspended for the duration of the event and we will resume performance as soon as reasonably practicable. If the event continues for a prolonged period, either party may cancel the affected booking on fair notice.

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If a dispute cannot be resolved informally, either party may pursue the matter through the appropriate legal process. The invalidity of one provision will not affect the validity of the rest, and no waiver of rights will be effective unless made in writing.