These terms and conditions set out the basis on which Man and a Van Waterloo provides moving, transport, and related services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before arranging any service with us. These terms are designed to create a clear understanding of the booking process, pricing, responsibilities, limitations of liability, and legal compliance relating to removals and waste handling.

The expressions “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person, business, or organisation purchasing the service. These terms apply to domestic and commercial jobs, including single-item transport, furniture moves, loading and unloading assistance, and similar services provided under the name Man and a Van Waterloo. Any variations must be agreed in writing before the service begins. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

We may update these terms from time to time to reflect changes in law, operational practices, or pricing structures. The version in force at the time of your booking will apply to that booking unless a later change is agreed in writing. Nothing in these terms affects your statutory rights as a consumer where applicable under UK law.

Booking Process

Bookings for van and man services in Waterloo may be made by phone, email, online form, or any other method we make available. A booking is not confirmed until we have accepted the order and, where required, received a deposit or prepayment. When requesting a quotation, you must provide accurate and complete details, including the collection and delivery addresses, item descriptions, access conditions, any stairs or lifts, parking restrictions, time limitations, and any special handling requirements. The price we quote is based on the information you provide. If the actual job differs materially from the description supplied, we reserve the right to revise the quotation, adjust the vehicle size, amend staffing, or refuse to proceed if the job is unsafe or impractical.

It is your responsibility to ensure that the job details are correct and that someone authorised to approve the service is available at the relevant addresses. If you book on behalf of another person, you confirm that you have authority to do so and that the terms are accepted by all relevant parties. We may ask for identification, proof of address, or additional details where necessary for security, compliance, or fraud prevention. For time-based bookings, arrival times are estimates unless we expressly agree a fixed appointment. Delays may occur due to traffic, loading issues, weather, or earlier jobs over-running, and we will aim to keep you informed where reasonably possible.

You must ensure the goods are ready for collection at the agreed time and location. If access is restricted, if items are not packed, or if the destination is unavailable, waiting time, redelivery, storage, or re-attendance charges may apply. We are entitled to refuse to move any item that is unlawful, hazardous, contaminated, or unsuitable for safe transport. We may also decline to move items that are too heavy, fragile, valuable, or improperly packaged if moving them would create an unreasonable risk of damage or injury.

Payments and Charges

Our charges may be calculated on a fixed-price basis, hourly basis, or by reference to specific service packages. Unless otherwise stated, quoted prices exclude any additional work, parking charges, tolls, congestion-related costs, disposal fees, and any costs arising from inaccurate information provided by the customer. Any estimate given before we inspect the goods or access conditions is not a guarantee of the final price. If circumstances change on the day of the job, we may revise the charge accordingly and will explain the reason where practical.

Payment terms will be confirmed at the time of booking. In most cases, payment is required on completion of the service, although we may request a deposit, part-payment, or full prepayment for larger jobs, out-of-hours work, or high-risk bookings. Accepted payment methods may include bank transfer, debit card, credit card, or other agreed methods. Payment must be made without deduction or set-off unless required by law. If an invoice is issued, payment must be made by the due date stated on the invoice. Late payments may result in recovery action and reasonable administrative costs.

Where parking permits, fines, penalties, access charges, or disposal fees are incurred due to the customer’s arrangements, instructions, or omissions, you agree to reimburse us promptly. If we pay any charge on your behalf during the course of the service, we may add that amount to the final invoice. For business customers, additional credit terms may be agreed separately in writing, but we are under no obligation to offer credit.

Cancellations, Amendments, and Waiting Time

You may cancel or amend a booking by giving notice as early as possible. If you cancel sufficiently in advance, we may waive any cancellation fee at our discretion; however, short-notice cancellations may be charged because vehicle allocation, driver time, and scheduling capacity have already been reserved. If a deposit has been paid, we may retain all or part of it to cover administrative costs, lost availability, or unrecoverable expenses, unless a different arrangement is stated at the time of booking or required by consumer law.

If you request a change to the date, time, scope, or address of the service, we will try to accommodate it, but changes are subject to availability and may alter the price. If, on arrival, we are unable to carry out the service due to lack of access, absent decision-maker, unsafe conditions, or the customer’s failure to prepare the goods, we may charge for waiting time, wasted journey time, or a partial call-out fee. If you are delayed, please note that our schedule may not permit extended waiting. Any free waiting allowance, if offered, is limited and will be confirmed in writing.

Where a booking is cancelled by us due to vehicle breakdown, severe weather, staffing disruption, safety concerns, or any event beyond our reasonable control, we will use reasonable efforts to rearrange the service or offer a refund of any prepaid sums for the cancelled element. We will not be liable for losses arising from the cancellation where the event was outside our control, except as required by law.

Liability and Customer Responsibilities

We will take reasonable care in providing Man and Van Waterloo services, but our liability is limited as set out in these terms. You must ensure that all goods are properly packed, labelled, and prepared for transit unless we have expressly agreed to pack them. Fragile items, electrical equipment, glass, artwork, antiques, and similarly delicate belongings should be protected appropriately. We are not responsible for damage caused by inadequate packing, pre-existing defects, hidden weaknesses, or unsuitable loading instructions provided by the customer.

To the fullest extent permitted by law, we are not liable for indirect loss, consequential loss, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the service. If we are found liable for loss or damage to goods, our liability will be limited to the reasonable repair cost, replacement cost, or declared value, whichever is lower, subject to any exclusions in these terms and any applicable insurance policy. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

You are responsible for ensuring that items moved are owned by you or that you have permission from the owner to arrange the service. You must disclose any special conditions affecting the job, including restricted access, weight limitations, structural vulnerabilities, or items that require disassembly. If your instructions increase the risk of damage or breach of law, we may refuse to follow them. We also reserve the right to stop work if conduct at the premises is abusive, threatening, discriminatory, or unsafe. Any damage claims must be raised within a reasonable time and supported by evidence where possible.

Waste Regulations and Disposal

If our service includes the removal, transport, or disposal of unwanted items, the customer must ensure that the waste is described accurately and contains no prohibited, hazardous, or controlled materials unless we have expressly agreed and are legally permitted to handle them. Waste may include household items, furniture, packaging, and similar non-hazardous materials. The customer remains responsible for declaring whether items are to be reused, donated, recycled, or disposed of. We may decline to take waste that presents a contamination risk, requires specialist licensing, or is otherwise unsuitable for collection.

All waste handling must comply with applicable UK waste regulations, including obligations relating to duty of care, waste transfer, and lawful disposal. Where required, the customer must provide correct information about the nature of the waste. We may issue a waste transfer note, receipt, or similar record if appropriate. Illegal dumping, fly-tipping, or misdescription of waste is strictly prohibited. If you ask us to remove items that are later found to be hazardous, restricted, or unlawfully disposed of, you agree to indemnify us against any resulting fines, charges, claims, or enforcement action caused by inaccurate information or unlawful instructions.

We may decide at our discretion whether items are reusable, recyclable, or must be treated as waste. We do not accept responsibility for items left behind at collection points unless clearly identified as part of the booked service. Any goods or waste left in our vehicle due to unpaid charges, disputed instructions, or abandoned collections may be retained, transferred, or disposed of in accordance with law and these terms. For clarity, the customer should not assume that every unwanted item can be legally removed without prior agreement.

Insurance, Delays, and Force Majeure

We may carry motor, public liability, and goods-in-transit insurance appropriate to the service level offered, but insurance cover is subject to policy terms, exclusions, and the accuracy of information you provide. Some items may not be covered, including high-value goods, cash, jewellery, documents, and items of exceptional fragility, unless agreed in advance. If you require enhanced protection, you should tell us before booking so that options can be discussed. Any claim under insurance must follow the insurer’s procedure and time limits.

We are not responsible for delay or failure to perform the service where the cause is outside our reasonable control, including traffic incidents, road closures, adverse weather, industrial action, accidents, fuel shortages, regulatory intervention, or the failure of third parties. In such circumstances, performance may be suspended, rescheduled, or cancelled without liability except where the law provides otherwise. We will make reasonable efforts to minimise disruption, but time-sensitive jobs are accepted on the understanding that external factors can affect scheduling.

Customers should note that access routes may change on the day and that parking or loading restrictions can affect the service. If the property, building management, or local authority imposes constraints not disclosed in advance, extra time or charges may apply. Where necessary, we may park at a practical location and carry items the remaining distance, subject to safety and operational feasibility. We will not be liable for delays caused by access issues that were not disclosed beforehand.

General Legal Provisions

These terms constitute the entire agreement between the parties regarding the relevant booking and supersede prior discussions, representations, or understandings, except where expressly incorporated in writing. If we do not enforce any right or provision immediately, that does not mean we waive it. Any waiver must be in writing and signed by an authorised representative. You may not assign your rights or obligations under these terms without our prior written consent.

If you are a consumer, nothing in these terms limits the statutory protections available to you under the Consumer Rights Act 2015 or other applicable legislation. If you are a business customer, the service is provided subject to the Sale of Goods and Services Act principles only to the extent they remain applicable and to any mandatory statutory rules. We may subcontract part of the service where operationally necessary, but we remain responsible for the work performed by subcontractors acting on our behalf.

These terms should be read together with the quotation, booking confirmation, and any written variation agreed by both parties. If there is a conflict between documents, the written variation, if any, will take priority over the booking confirmation, and the booking confirmation will take priority over these standard terms to the extent of the inconsistency. However, mandatory legal rights and obligations always override conflicting contractual wording.

Governing Law

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If any dispute arises, the parties should first attempt to resolve it in good faith before starting formal legal action.

By using Man and Van Waterloo services, you confirm that you have read, understood, and accepted these terms and conditions. We recommend that you keep a copy for your records. These terms are intended to be fair, practical, and consistent with UK standards for removal and transport services, while protecting both the customer and the service provider.