These Terms and Conditions set out the basis on which man and van Kingston upon Thames services are provided. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to these terms in full. They are designed to create a clear understanding between the customer and the service provider, covering the booking process, payment, cancellations, liability, waste handling, and the legal framework that applies to the service.

For the purposes of these terms, the words “we”, “us”, and “our” refer to the service provider operating the Man and a Van in Kingston upon Thames, while “you” or “the customer” refers to the person, business, or organisation booking the service. These terms apply to all standard removals, collections, deliveries, item transport, and related labour unless otherwise agreed in writing.

The use of our service confirms that you have read and accepted these conditions. If you do not agree with any part of them, you should not proceed with the booking. Any special arrangement, discount, or variation must be confirmed in writing and will apply only to the specific booking for which it was issued.

1. Booking Process

Bookings for van and man Kingston upon Thames services may be requested by telephone, email, online form, or any other channel made available by us. A booking is not guaranteed until it has been accepted by us and confirmed to you. Confirmation may be provided verbally or in writing, and may include the agreed date, time window, service type, estimated duration, number of operatives, vehicle size, and any known restrictions.

When making a booking, you must provide accurate and complete information. This includes the pickup and delivery addresses, access details, parking limitations, floor levels, item list, and any other information that may affect the service. If you fail to disclose relevant details, we may revise the quotation, change the timing, or refuse to complete the work if it becomes unsafe, impractical, or materially different from what was described.

The booking is based on the information supplied at the time of quotation. If the actual work differs from the original description, additional charges may apply. This may happen where there are extra items, difficult access, long carrying distances, waiting time, or special handling requirements. We reserve the right to amend the quote if the scope of work changes before or during the job.

2. Service Scope and Customer Obligations

Our man with a van Kingston upon Thames service is intended for lawful transport, moving assistance, loading, unloading, and related labour. It is your responsibility to ensure that goods are ready for collection at the agreed time, unless packing or dismantling has been separately arranged. Delays caused by incomplete preparation may result in additional charges.

You must ensure that items to be moved are properly packaged, labelled where needed, and safe for transport. Fragile items should be protected appropriately. We are not responsible for the consequences of poor packing, hidden defects, unstable loads prepared by the customer, or damage arising from items being unsuitable for transit in their current condition.

You must also ensure that access is available at both collection and delivery points. This includes arranging parking permission where necessary, securing building access, and informing us in advance of any restrictions, narrow entrances, stair-only access, lift limitations, or time-sensitive entry requirements. If we are delayed due to access issues beyond our control, waiting time may be charged.

3. Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. Quotes may be based on hourly rates, fixed rates, item-based pricing, or a combination of these, depending on the nature of the job. Unless expressly agreed, quotes exclude unforeseen extras, waiting time, parking charges, congestion-related charges, tolls, additional labour, and disposal fees. Any applicable charges will be explained as far as reasonably possible.

Payment is due in accordance with the invoice or booking confirmation. In many cases, full payment is required on completion of the job, though a deposit or advance payment may be requested for larger or more complex bookings. We may refuse to start or continue work if payment terms are not accepted. Late or failed payments may lead to recovery action, and the customer will remain responsible for any reasonable costs incurred in pursuing outstanding amounts.

If the work exceeds the estimated time, additional charges will apply at the stated rate or at a fair rate advised at the time. If the customer requests extra stops, extra handling, or work beyond the original scope, these will also be chargeable. Any dispute about invoicing should be raised promptly and in good faith, and payment of undisputed sums must still be made by the due date.

4. Cancellations, Amendments, and Waiting Time

Customers may request changes or cancellations to a booking, but these are subject to notice periods and any costs already incurred. Where a cancellation is made with sufficient notice, we will usually not charge a fee, unless costs, travel, labour allocation, or third-party charges have already been committed. Short-notice cancellations may incur a cancellation fee to cover the reserved time and resources.

If you amend the date, time, or scope of the booking, we will do our best to accommodate the change, but availability cannot be guaranteed. We may need to re-quote the service if the amendment changes the amount of labour, vehicle time, or type of vehicle required. If you are not present at the agreed time and place, or if access is delayed, we may charge waiting time or treat the booking as cancelled if the delay is excessive.

We reserve the right to cancel or postpone the service due to circumstances outside our control, including vehicle breakdown, traffic disruption, severe weather, staff illness, unsafe working conditions, or legal restrictions. In such cases, we will make reasonable efforts to rearrange the service. Our liability for cancellation is limited to refunding sums already paid for work not performed, unless otherwise required by law.

5. Liability and Limitations

We take reasonable care when handling goods and carrying out the service, but liability is limited by the nature of a man and van Kingston upon Thames operation. We are not liable for losses or damage arising from inaccurate instructions, defective packaging, pre-existing damage, or items that are inherently fragile, perishable, unstable, or unsuitable for transport.

Our liability for loss or damage will be assessed on the basis of proven direct loss only. We are not responsible for indirect or consequential losses, including loss of profit, loss of earnings, missed deadlines, business interruption, or emotional distress, except where liability cannot lawfully be excluded. 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.

It is your responsibility to inform us of any particularly valuable, fragile, or irreplaceable items before the service begins. Where appropriate, you may be asked to arrange separate insurance cover for such items. We are not a specialist antiques, fine art, or high-value courier service unless expressly agreed in writing, and our standard rates do not include specialist risk cover.

6. Waste, Disposal, and Environmental Regulations

If the service includes removal of unwanted items, waste, or mixed loads, the customer must ensure that all materials are correctly described and lawfully presented for collection. We will only transport and dispose of waste in accordance with applicable environmental and waste management rules. We may refuse to handle items that are hazardous, prohibited, illegally dumped, or not declared in advance.

Under UK waste regulations, the customer remains responsible for ensuring that waste is handed over to a lawful carrier and that no prohibited materials are included unless we have agreed in writing that such items may be handled and we are legally permitted to do so. We may request details of the waste type, and we may refuse any item that could pose a risk to health, safety, the environment, or lawful disposal processes. Any additional disposal or recycling charges will be communicated where possible before collection or as soon as reasonably practical.

Examples of restricted or regulated items may include chemicals, oils, paints, asbestos, medical waste, pressurised containers, batteries, gas bottles, electrical waste requiring special treatment, and materials contaminated by hazardous substances. If such items are discovered after loading begins, we may stop the job, unload the items, and charge for time, labour, and any lawful handling or return arrangements.

7. Delays, Access Issues, and Force Majeure

While we will always aim to arrive within the agreed time window, arrival times are estimates and may be affected by traffic, weather, road closures, access limitations, or earlier jobs overrunning. We are not liable for reasonable delays caused by events outside our control. If a delay becomes unavoidable, we will make reasonable efforts to keep you informed and to complete the service as soon as practical.

If it is unsafe or impossible to perform the service due to blocked access, unsuitable parking, unsafe lifting conditions, severe weather, or lack of cooperation from the customer or third parties, we may pause or terminate the booking. In such circumstances, the customer may still be charged for time spent, travel, labour, and any costs already incurred. The same applies where work cannot proceed because the customer has failed to prepare the items or location properly.

We shall not be liable for failure to perform any obligation where that failure is caused by an event beyond our reasonable control, including but not limited to natural events, fire, accidents, strikes, transport disruption, pandemics, governmental restrictions, or emergency events. Where force majeure applies, the affected obligations will be suspended for the duration of the event, and the booking may be rescheduled or cancelled by agreement.

8. Customer Warranties and Prohibited Goods

The customer warrants that all items handed to us are lawfully owned or lawfully authorised for transfer, and that moving them will not breach any law, court order, lease condition, or third-party right. You must not book the service for stolen goods, counterfeit goods, illegal substances, or items whose possession or transport is unlawful. If we reasonably suspect illegal conduct, we may refuse the booking or report the matter to the appropriate authority where required.

You must also tell us if any item requires special care, specialist handling, disassembly, or reassembly. Where such information is withheld, we will not be responsible for damage or delay arising from the omission. If you ask us to carry items that exceed safe manual handling limits, are unstable, or present an obvious risk, we may decline the task or request a revised method, additional labour, or equipment.

9. Claims, Complaints, and Notice of Damage

If you believe an item has been damaged, lost, or mishandled during the service, you must notify us within a reasonable time after delivery and provide sufficient detail for us to investigate. Any visible damage should be noted as soon as it is discovered. Failure to raise a concern promptly may make it difficult to assess what happened, and may affect any claim.

We may ask for photographs, purchase information, proof of value, packaging details, and other reasonable evidence. Claims will be considered on the basis of these terms, the facts available, and any applicable insurance arrangements. Our liability, if established, will be limited to the direct loss actually suffered and will not exceed any statutory or contractual limits that apply.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from 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 mandatory consumer law provides otherwise. If any provision is found to be unlawful, void, or unenforceable, the remaining provisions will continue in full force and effect.

Nothing in these terms affects your statutory rights as a consumer, where applicable. If any part of the service is supplied to a business customer, those business arrangements will also be subject to the same governing law unless a separate written contract states otherwise. By proceeding with the booking for a man with a van Kingston upon Thames service, you confirm that you have the authority to accept these terms and to act on behalf of all persons with an interest in the booking.

These Terms and Conditions may be updated from time to time to reflect changes in law, operating practices, or service structure. The version in force at the time of booking will apply to that booking, unless a later version has been agreed in writing. We recommend retaining a copy of the booking confirmation and these terms for your records.