Terms and Conditions for Man With Van Hackney

These Terms and Conditions set out the basis on which Man With Van Hackney provides removals, transport, collection, and related van services to customers within the UK. By making a booking, requesting a quote, or confirming an order, the customer agrees to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not proceed with a booking. These terms are designed to provide clarity on service expectations, payment responsibilities, cancellation rules, liability limits, and legal compliance for both the customer and the service provider.

For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider operating under the name Man With Van Hackney. References to “you” and “your” mean the customer, client, or any person acting on the customer’s behalf. These terms apply to domestic and commercial bookings, including single-item moves, furniture transport, load and unload assistance, and similar van-based services.

We may update these terms from time to time to reflect changes in our operations, legal obligations, or service arrangements. Any updated version will apply to future bookings only unless otherwise required by law. It is your responsibility to review the terms before placing a booking. Continued use of our services after an update will be treated as acceptance of the revised terms.

Booking Process

How a booking is formed

A booking is usually initiated when you request a quote and provide details such as the collection and delivery locations, date, access conditions, size and type of items, and any labour assistance required. A quotation may be provided based on the information supplied, and this quote will remain valid for the period stated at the time of issue, or if no period is stated, for a reasonable period only. Quotes are subject to change if the details provided are inaccurate, incomplete, or if the job specification changes before the service begins.

To confirm a booking, we may require written or electronic acceptance of the quote, confirmation of service details, and payment of any deposit or pre-authorisation requested. A booking is only confirmed when we have accepted your request and, where applicable, received the required payment. We reserve the right to decline any booking at our discretion, including where the requested service is outside our operational capacity, unsafe, unlawful, or commercially impractical.

You must ensure that all information given at the time of booking is accurate and complete. This includes details about stairs, parking restrictions, weight of items, fragile goods, dismantling needs, and any unusual access conditions. If the actual job differs materially from the booking details, we may adjust the price, revise the timing, refuse to carry out part of the service, or cancel the job if continuing would be unsafe or unreasonable.

We aim to arrive within the agreed time window, but arrival times are estimates unless expressly confirmed as guaranteed. Delays may occur due to traffic, weather, road closures, vehicle issues, or factors beyond our reasonable control. We will use reasonable efforts to keep you informed where possible. If access is unavailable on arrival, or if no one is present to authorise the work where required, waiting charges or additional costs may apply. Repeated inability to complete the job may be treated as a cancellation by the customer.

Payments

Charges, invoices, and payment terms

Unless agreed otherwise in writing, prices are quoted on the basis of the information supplied before the booking is accepted. Charges may include labour, vehicle time, mileage, waiting time, congestion or parking-related costs where applicable, and any additional services requested by you. Any extra work outside the original scope may be charged at our standard rate or at a revised rate notified to you before the work continues.

Payment terms will be specified at booking or on the invoice. We may require a deposit, advance payment, card payment, bank transfer, or full settlement on completion, depending on the nature of the service. If payment is due on completion, it must be made immediately unless otherwise agreed. We reserve the right to withhold completion of the service, retain goods to the extent permitted by law, or suspend future services where payment is overdue.

All amounts are due in full without set-off, counterclaim, or deduction unless required by law. If a payment is declined, reversed, or charged back, you remain liable for the full amount together with any reasonable costs arising from recovery efforts. Any discount, estimate, or special rate offered will only apply if the booking terms are fully complied with and no additional charges arise.

Cancellations and Amendments

Customer cancellation rights

If you need to cancel or change a booking, you should notify us as soon as possible. Cancellations made within a reasonable time before the scheduled service may not incur a charge, but where we have already allocated time, vehicle resources, labour, or incurred costs, a cancellation fee may apply. The amount of any fee will depend on the notice given and the preparation already undertaken.

If you cancel less than 24 hours before the agreed start time, we may charge a late cancellation fee reflecting the reserved capacity and any likely loss. If we arrive at the agreed location and are unable to complete the service because of your cancellation, absence, lack of access, or failure to provide necessary information or authority, the booking may be treated as a same-day cancellation and charged accordingly. Deposits may be non-refundable where stated at the time of booking.

We may cancel or reschedule a booking if necessary for safety, legal compliance, staff availability, vehicle unavailability, severe weather, or circumstances beyond our control. Where we do so, we will provide reasonable notice where possible and may offer an alternative time. Our liability for such cancellation will be limited to refunding any prepayment for the affected service, unless the law requires otherwise.

Liability

Limits of responsibility

We will exercise reasonable care and skill in providing our man and van services. However, except where prohibited by law, we are not liable for loss or damage arising from inaccurate instructions, unsuitable packaging, hidden defects, poor access, or items that are inherently fragile, perishable, or improperly secured. You are responsible for ensuring that items are packed, labelled, and prepared appropriately for transport unless we have expressly agreed in writing to provide packing services.

Where we handle goods, our responsibility is limited to losses or damage caused by our proven negligence or breach of contract. We are not responsible for indirect or consequential loss, including loss of profit, business interruption, missed appointments, or loss of opportunity. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law.

You must tell us in advance if any item is valuable, irreplaceable, hazardous, unusually heavy, or requires special handling. We may refuse to move items that are unsafe, non-compliant, or beyond our equipment and staffing capability. Where we agree to transport such items, any special conditions, declared value, or additional charges should be confirmed in writing before the service begins. Insurance cover, if available, is subject to the policy terms and any exclusions.

Waste Regulations and Customer Obligations

Legal disposal and environmental compliance

Where the service includes removal, disposal, or transport of waste, you must ensure that the waste is described accurately and that all items are lawful to handle and dispose of. We do not accept responsibility for undisclosed hazardous, contaminated, electrical, clinical, or prohibited waste. The customer remains responsible for confirming whether an item is classed as waste and for providing any information needed to ensure lawful transfer and disposal.

Waste collection and disposal services will only be carried out in compliance with applicable UK waste regulations. This includes, where relevant, the duty to prevent illegal dumping, the requirement to use authorised disposal facilities, and the need for accurate description of waste type. We may refuse any load that appears unsafe, improperly segregated, or potentially unlawful. If we reasonably suspect the waste is not lawful to carry or dispose of, we may decline the job without liability for any resulting delay or cost.

You acknowledge that you must not place prohibited items into a load unless explicitly agreed and lawful to do so. Examples may include asbestos, chemicals, pressurised containers, medical waste, and items subject to special licensing requirements. Any fines, enforcement action, or third-party claims resulting from inaccurate declarations, unlawful disposal instructions, or customer negligence will be your responsibility, except where caused directly by our breach of duty.

Customer Responsibilities

Access, safety, and cooperation

To allow the service to proceed efficiently, you must ensure that the collection and delivery points are accessible at the agreed time and that any necessary permissions, permits, parking arrangements, or access codes have been arranged in advance. You must also ensure that the premises are safe for our personnel and that any known hazards are disclosed before the booking begins. We may refuse to work in conditions that are unsafe, unsanitary, or non-compliant with health and safety expectations.

You are responsible for providing reasonable assistance where required, including confirming item lists, identifying the items to be moved, and making sure no prohibited goods are included. If you ask us to move dismantled furniture, fragile goods, or boxed contents, you must ensure these are sufficiently protected for transport. If we assist with lifting or loading, you agree to follow our instructions on safe handling and to avoid actions that could endanger personnel, property, or goods.

You must also make sure that any person authorising the booking has full authority to do so. If you are booking on behalf of another person or business, you warrant that you are authorised to accept these terms. Any breach of this warranty may make you personally liable for charges, losses, or claims arising from the booking.

Force Majeure

Events outside our control

We shall not be liable for failure or delay in performing the service where the failure is caused by an event beyond our reasonable control. This may include severe weather, road closures, accidents, strikes, government restrictions, fire, flood, mechanical breakdown, public disorder, or shortages affecting transport operations. If such an event occurs, we will seek to resume performance as soon as reasonably practicable.

Where a force majeure event prevents completion of the booking, we may offer an alternative date or a partial refund for any portion of the service not delivered, depending on the circumstances. Nothing in this clause affects your statutory rights. However, compensation will not be payable for losses resulting directly from the event itself where those losses are outside our control and could not reasonably have been avoided.

Insurance and claims

Claims procedure

Any claim for loss or damage must be raised as soon as reasonably possible and, in any event, within a reasonable period after completion of the service. You should provide details of the item, nature of the damage, supporting photographs where appropriate, and proof of value if requested. We may require access to the item, packaging, or related evidence before a claim can be assessed. Failure to report a claim promptly may affect our ability to investigate and may reduce or remove any remedy available to you.

General Provisions

Entire agreement, severability, and rights

These Terms and Conditions, together with any written quotation or booking confirmation, form the entire agreement between you and us in relation to the service. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any term immediately will not prevent us from enforcing it later.

Nothing in these terms confers rights on any third party under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. We may assign or subcontract part of the service where reasonably necessary, provided that this does not materially reduce the standard of care owed to you. You may not transfer your rights or obligations under these terms without our prior written consent.

If we choose to waive a breach or delay enforcing any part of these terms, that waiver will only apply to the specific instance in question. It will not be treated as a general waiver of our rights. These terms should be read alongside any lawful instructions given at the time of booking, provided they do not conflict with mandatory legal requirements.

Governing Law

Applicable law and jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. If you are a consumer resident elsewhere in the UK, any mandatory consumer protection rights available to you under applicable law will remain unaffected. Where a dispute cannot be resolved amicably, the courts of England and Wales shall have exclusive jurisdiction, unless the law requires otherwise.

By booking Man With Van Hackney, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. You also confirm that you are entering into the agreement voluntarily and with authority to accept the terms on behalf of yourself or the relevant organisation.

Final confirmation: These terms are intended to provide a clear and fair framework for use of our van and removals services. Customers are encouraged to check their booking details carefully, disclose any special requirements in advance, and make sure that all payments and instructions are accurate. Compliance with these terms helps ensure a smooth, lawful, and efficient service for everyone involved.