Terms and Conditions for Man With Van Hackney

These Terms and Conditions set out the basis on which Man With Van Hackney provides transport, loading, unloading, and related moving services to customers. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear framework for both parties, covering the booking process, pricing, payment, cancellations, liability, waste handling, and the legal rules that apply to the service. They are written to support a fair, efficient, and lawful service relationship.

In these terms, references to “we”, “us”, and “our” mean the moving service provider, and references to “you” and “your” mean the customer, sender, payer, or any person authorised to make arrangements on the customer’s behalf. A booking may include domestic removals, furniture transport, single-item collection, office items, or other lawful goods. Any variation to these terms must be agreed in writing or confirmed in a durable format before the service begins.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full. No failure or delay by either party in enforcing a right shall be treated as a waiver of that right. These terms should be read together with any written quotation, job confirmation, or service notes issued for the particular booking. Where there is any conflict, the booking-specific confirmation will apply only to the extent of that conflict.

Booking Process
Bookings with Man With Van Hackney may be made by phone, email, online form, message, or other accepted communication method. A booking is not guaranteed until we have confirmed availability and provided acceptance of the job details. To assist with accurate planning, you must provide complete and correct information, including the collection and delivery addresses, access conditions, item descriptions, number of floors, parking limitations, timing requirements, and whether assistance with lifting is needed.

We may issue an estimate based on the information you provide. Estimates are not fixed quotations unless expressly stated. If the service requirements change after booking, including access issues, increased volume, additional stops, waiting time, or unreported heavy items, we may revise the price or decline to proceed if the revised job is not suitable. Man and van Hackney services often depend on practical details, and an accurate booking description is essential for safe and efficient service delivery.

You are responsible for ensuring that all goods are ready for collection at the agreed time. Unless otherwise agreed, the service does not include packing, dismantling, or reassembly of items, though we may assist where feasible and agreed in advance. We reserve the right to refuse items that are unsafe, illegal, contaminated, excessively heavy, or unsuitable for transport. If the collection location is inaccessible or the customer is unavailable, this may be treated as a cancellation or failed attendance, and charges may apply.

Payments
Payment terms will be confirmed at the time of booking or on the invoice. Unless agreed otherwise, payment is due immediately upon completion of the service. We may require a deposit, advance payment, card pre-authorisation, or other payment commitment to secure the booking. Accepted payment methods may vary and may include bank transfer, debit card, credit card, or cash, subject to prior agreement and any applicable processing requirements.

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on time, mileage, labour, waiting time, access conditions, or a fixed job rate. Any additional costs reasonably incurred due to customer-requested changes, delays, congestion, parking charges, storage, specialist handling, or disposal obligations may be charged in addition to the original estimate. Hackney man with van bookings may be subject to minimum charges, call-out fees, or extension charges if the service exceeds the planned duration.

Where an invoice is issued, payment must be made by the due date shown. Late payment may result in suspension of further services, recovery action, or statutory interest and costs where permitted by law. If a payment is reversed, declined, disputed without reasonable cause, or found to be fraudulent, we may recover any associated administrative, bank, or collection costs. No set-off or deduction may be made unless we agree to it in writing or a legal right permits it.

Cancellations and Rescheduling
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service, the resources allocated, and any third-party commitments. If you cancel after we have started preparing for the job, dispatched a vehicle, or arrived at the collection point, we may charge a cancellation fee reflecting our losses, including travel time, staff time, and any non-refundable expenses.

If you request a change to the booking date or time, we will try to accommodate the request subject to availability. However, rescheduling is not guaranteed. If a vehicle or crew has already been allocated, your original booking may remain chargeable until the revised arrangement is formally confirmed. We may cancel or postpone a job if it would be unsafe, unlawful, or impossible to carry out due to severe traffic disruption, adverse weather, vehicle failure, staff illness, or circumstances beyond our reasonable control.

If we need to cancel a confirmed booking for reasons within our control, we will seek to offer an alternative time or refund any prepaid amount for the affected service, less any non-recoverable costs already incurred where lawful. We will not be liable for indirect losses arising from a cancellation or delay, including loss of earnings, missed appointments, or inconvenience, except where such exclusion is not permitted by law.

Customer Responsibilities
You must ensure that the items to be moved are accurately described, suitably packed, and safe for transport unless we have agreed otherwise. Fragile objects, high-value goods, glass, electronics, antiques, and sentimental items should be declared before the job starts. Where possible, such items should be packed in appropriate containers and labelled clearly. We are not responsible for poor packing by the customer unless damage results from our negligence.

You must obtain any permissions required for parking, access, loading, unloading, or lift use at either property. If parking is restricted and no safe space is available, waiting time, parking fines, or additional time may be charged where caused by inadequate arrangements or incorrect information supplied by you. Man and van Hackney services rely on lawful access and timely cooperation; failure to cooperate may delay the service or increase the price.

You confirm that all goods offered for transport are lawful to carry and do not include prohibited, dangerous, stolen, counterfeit, toxic, explosive, or otherwise restricted materials unless we have expressly agreed in writing and such carriage is lawful. You must not include cash, jewellery, sensitive documents, live animals, or other excluded items unless accepted beforehand. We may refuse to carry any item that may expose us to legal, safety, or insurance risk.

Liability
We will take reasonable care when handling your goods and carrying out the service. However, liability is limited to the extent permitted by law. We are not liable for loss or damage caused by events outside our reasonable control, including defects in goods, inadequate packing, hidden weakness, pre-existing damage, poor installation, road incidents not caused by our fault, or instructions given by you that lead to damage.

Where we are legally responsible for damage to goods, our liability will normally be limited to the lower of the repair cost, replacement value, or the amount recoverable under our insurance, subject to any policy terms and exclusions. We are not responsible for loss of profit, loss of business, loss of use, or consequential losses. 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.

If our staff are asked to move goods by a route that is unusually narrow, steep, unstable, or otherwise risky, you accept that there may be an increased risk of minor scuffs or breakage. We may decline to use a route, carry an item, or continue a task if, in our reasonable opinion, it creates a safety hazard. Your cooperation is required to minimise risk, and you should notify us promptly of any special handling needs.

Insurance and Claims
We may maintain public liability and goods-in-transit insurance, but cover is subject to the policy terms, exclusions, and claim conditions. Insurance does not create any broader liability than these terms provide. If you believe loss or damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after completion of the service, providing evidence where available, including photographs, item descriptions, and the circumstances of the issue.

Claims may be reduced or rejected where you fail to allow us a fair opportunity to inspect the alleged damage, where the item was already defective, or where the loss arose from your own packing, instructions, or omissions. We may require proof of ownership, value, age, and condition before considering any claim. For broken or missing items, the amount payable, if any, will reflect the evidence and the applicable legal and policy limits.

Man with van Hackney services are practical transport services, not a guarantee against ordinary handling risks. Therefore, you should take reasonable steps to protect delicate or high-value items, including removing detachable parts, draining liquids where suitable, and using protective wrapping. We are not obliged to move items that are unsafe to lift or likely to cause damage unless special arrangements have been agreed in advance.

Waste Regulations
If the booking includes removal, disposal, or transfer of unwanted items, all waste-related activity must comply with applicable UK waste laws and regulations. We will only collect waste that is lawful to handle and can be lawfully transported to the correct facility. You must tell us in advance whether items are general waste, reusable goods, electrical items, furniture, mattresses, construction debris, or other specific waste types. Different categories may require different handling, documentation, or destination rules.

You remain responsible for the legal status of the waste unless we have agreed in writing to take responsibility after collection and any required transfer arrangements are lawfully completed. You must not ask us to dispose of hazardous substances, asbestos, clinical waste, gas bottles, chemicals, solvents, oils, paint in bulk, batteries in prohibited quantities, or any other regulated material unless we have confirmed in writing that the item can be collected lawfully. Where we suspect illegal dumping or misdescription of waste, we may refuse the job and report the matter where required by law.

If waste is collected as part of a move, you must accurately identify what is to be taken away. Items left behind by mistake are not automatically treated as waste. We are entitled to ask for clarification and may require written confirmation before removing anything that could be reusable, valuable, or legally sensitive. Any waste transfer notes, consignment notes, or similar records will be completed in line with legal obligations where required.

Service Delay, Access, and Waiting Time
We will try to arrive within the agreed time window, but arrival times may be affected by traffic, weather, road closures, loading restrictions, or preceding jobs. If we are delayed, we will attempt to keep you informed where reasonably possible. If you cause delays through late readiness, incomplete packing, lack of keys, poor access, or absence from the premises, waiting time may be charged at the applicable rate.

If the job cannot be completed because access is blocked, there is no legal parking, the destination cannot receive the goods, or the customer or a representative is unavailable, we may treat this as a failed appointment and charge for time and costs incurred. Where suitable, we may offer to wait, return later, or store items temporarily, subject to an additional charge and available capacity. Any such arrangement must be agreed at the time.

We may subcontract part of the service or use suitable third-party assistance where necessary, provided this does not reduce the standard of care owed under these terms. Subcontractors will be expected to follow reasonable instructions and lawful procedures. You may not assign your booking to another person without our consent, although you may nominate an authorised contact to approve access or decisions on the day of the service.

Complaints and Disputes
If you have a complaint, you should raise it promptly so that we can investigate and, where appropriate, take remedial action. Please provide as much detail as possible, including the date of the service, description of the issue, and any supporting evidence. We will aim to handle concerns fairly and within a reasonable time. Nothing in this clause prevents you from exercising statutory rights.

If a dispute cannot be resolved informally, the parties should first attempt to settle it through good-faith negotiation. If that is unsuccessful, either party may seek legal remedies through the courts or any other lawful forum. If any term is found to be invalid, the rest of the agreement remains effective. Our failure to enforce any term immediately does not prevent us from enforcing it later.

Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules provide otherwise. By booking Man With Van Hackney, you agree that this legal framework applies to the service relationship and any related claim.