Man with Van Upton Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Upton provides removal, delivery, collection, and related services. By making a booking, confirming a quotation, or allowing work to commence, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm, or organisation who requests or receives services from Man with Van Upton.
We, Us, Our means Man with Van Upton, providing man and van, removals, and associated services.
Services means any removal, transport, loading, unloading, packing, unpacking, delivery, collection, or related services we agree to provide.
Goods means all items of property that we move, handle, or store as part of the Services.
Work Order means the agreed booking, whether confirmed verbally, in writing, or electronically, including the quoted price and any agreed extras.
2. Scope of Services
We provide man and van and removal services for residential and commercial customers, including local moves, item collection and delivery, small office moves, and related transport within our normal service area and beyond by prior agreement.
The exact scope of the Services for each booking will be detailed in the quotation or Work Order, including any agreed additional services such as packing, dismantling and reassembling furniture, or carrying items up or down stairs.
We reserve the right to decline to move any item which, in our reasonable opinion, is unsafe, illegal, excessively heavy, dangerous, inadequately packed, or may cause damage to property, vehicles, or persons.
3. Booking Process
All bookings are subject to availability and are not confirmed until we have accepted the booking and provided a quotation or agreed rate. We may accept bookings verbally or in writing.
When making a booking, you must provide accurate and complete information, including collection and delivery addresses, access details, floor levels, parking arrangements, approximate volume or list of items, and any special handling requirements.
Prices are normally based on the information you provide. If that information is incomplete or inaccurate, additional charges may apply to cover extra time, distance, labour, or equipment.
We may issue either a fixed-price quotation or an estimate based on hourly rates. If we provide a fixed-price quotation, it will apply only where the Services are carried out as described and within the agreed scope. If the work differs materially from the description, we may charge additional fees.
4. Access, Parking, and Customer Responsibilities
You are responsible for ensuring suitable parking is available for our vehicle at both collection and delivery locations. Any parking fees, permits, congestion charges, and penalty charges incurred due to insufficient or restricted parking may be charged to you.
You must ensure that access routes, driveways, stairways, lifts, and entrances are safe, unobstructed, and suitable for moving the Goods. This includes notifying us in advance about narrow stairs, long carries, low ceilings, limited vehicle access, or any other obstacles.
You are responsible for being present, or arranging for a responsible representative to be present, at the agreed times to grant access, provide instructions, and sign any documentation as required.
You must ensure that all Goods for removal are ready, packed, and clearly identified before the arrival of our team, unless we have specifically agreed to provide packing or preparation services.
5. Packing and Preparation of Goods
Unless otherwise agreed, you are responsible for packing and protecting all Goods to a reasonable standard suitable for transport. This includes using appropriate boxes, wrapping fragile items, and securing contents.
We are not responsible for damage to Goods that were inadequately packed by you or a third party, or for damage which arises because items were not disassembled where necessary.
You must disconnect, defrost, and drain appliances such as fridges, freezers, washing machines, and dishwashers before collection, unless we have agreed to carry out such tasks. We accept no liability for damage arising from non-compliance with this requirement.
6. Prohibited and Restricted Items
We do not transport any items that are illegal, dangerous, or unsuitable for carriage, including but not limited to:
Explosives, firearms, ammunition, or weapons.
Flammable, corrosive, toxic, or hazardous materials.
Gas canisters, fuel, or chemicals.
Perishable goods that require refrigeration.
Cash, securities, precious stones, or similarly high-value items.
If we discover that prohibited items have been included in the Goods without our consent, we may remove or dispose of them safely at your cost and without liability to you. You will be responsible for any loss, damage, or claims arising from such items.
7. Pricing and Payment Terms
Our charges may be based on an agreed fixed price or on hourly rates, plus any applicable surcharges such as mileage, additional labour, waiting time, or specialist equipment.
Unless agreed otherwise, payment is due in full on or before completion of the Services. We may require a deposit to secure a booking, which will be deducted from the final amount payable.
We reserve the right to charge waiting time or additional labour fees where delays occur that are outside our control, including where we are unable to gain access or where Goods are not ready to be moved.
If payment is not made when due, we may charge reasonable late payment fees and statutory interest, and may withhold delivery of Goods until payment is received in full.
8. Cancellations and Amendments
You may cancel or amend a booking by providing us with reasonable notice before the scheduled start time.
We may apply cancellation charges as follows, unless otherwise stated in writing:
No charge for cancellations made with more than 48 hours notice before the scheduled start time.
A reasonable fee, which may include any non-refundable costs we have incurred, for cancellations made within 24 to 48 hours of the scheduled start time.
A higher cancellation fee, up to the full quoted amount, for cancellations made within 24 hours of the scheduled start time, or where we arrive on site and are unable to carry out the work due to circumstances within your control.
Changes to the date, time, or scope of the Services are subject to availability. If we cannot accommodate your requested change, and you choose to cancel, the above cancellation terms will apply.
9. Our Right to Cancel or Suspend
We may cancel or suspend the Services without liability to you if:
You fail to pay any due amount.
You provide incomplete or misleading information which materially affects the booking.
We reasonably believe that performing the Services would be unsafe, illegal, or otherwise improper.
Severe weather, vehicle breakdown, illness, accidents, or other events beyond our reasonable control prevent us from attending as arranged. In such cases, we will seek to rearrange the Services at the earliest convenient time.
10. Liability for Loss or Damage
We will exercise reasonable care and skill in providing the Services and in handling your Goods. Our liability for loss or damage will be limited as set out in this section.
We are not liable for loss or damage arising from:
Inherent defects or flaws in the Goods, including wear and tear, age, or pre-existing damage.
Inadequate or improper packing by you or a third party.
Goods not suitable for transport or inadequately protected despite our advice.
Normal shifting, rubbing, or minor marks that may occur during transport.
Failure to remove items that you or your representatives were responsible for preparing.
Our total liability for any claim for loss or damage to Goods or property, however arising, shall be limited to a reasonable amount having regard to the value of the affected item and the price of the Services. We may, at our discretion, repair, replace, or compensate you up to a capped sum.
We are not liable for any indirect or consequential loss, including loss of profit, loss of income, loss of enjoyment, or loss of opportunity arising from delay, damage, or failure to perform the Services.
11. Notification of Loss or Damage
You must inspect the Goods and the premises promptly on completion of the Services. Any visible damage or loss that you believe has been caused by us must be reported to our driver or representative at the time, wherever reasonably possible.
You must notify us in writing of any claim for loss or damage as soon as reasonably practicable, and in any event within a reasonable period from the date of the move. We may ask for evidence, including photographs and receipts or valuations, to assess the claim.
Failure to notify us within a reasonable period may affect our ability to investigate and may reduce or extinguish any liability we may have.
12. Time Limits and Delays
We will use reasonable endeavours to attend at the agreed time and complete the Services within a reasonable period. However, any times given for arrival or completion are estimates only and are not guaranteed.
We are not liable for delays caused by traffic, road closures, weather, vehicle breakdown, accidents, or other circumstances beyond our reasonable control. In such cases, we will keep you informed and complete the work as soon as reasonably possible.
13. Waste, Disposal, and Environmental Regulations
We operate in accordance with applicable waste and environmental regulations. We are not a general rubbish clearance service and will only remove waste or unwanted items where this has been specifically agreed as part of the Services.
We will not remove hazardous or controlled waste including chemicals, asbestos, clinical waste, or materials that require specialist disposal. You are responsible for arranging appropriate licensed disposal for such items.
Where we agree to remove and dispose of unwanted items, you confirm that you have the legal right to dispose of those items and that they do not contain hazardous substances. You remain responsible for any costs or penalties arising from inaccurate information about the nature of items supplied to us.
14. Customer Conduct and Health and Safety
You must not instruct our staff to carry out any action that is unsafe, illegal, or contrary to these Terms and Conditions. Our staff may refuse to follow instructions that they reasonably consider to pose a risk to health, safety, or property.
Children and pets must be kept away from areas where loading, unloading, or heavy lifting is taking place. We are not responsible for any accidents or injuries resulting from failure to maintain a safe environment.
15. Insurance
We maintain insurance that is appropriate for our business activities, in line with applicable regulations. Our liability to you is limited as set out in these Terms and Conditions, and not all risks are covered.
You remain responsible for ensuring that your own insurance arrangements are sufficient to cover your Goods during loading, transport, unloading, and any temporary storage. You may wish to obtain separate transit or removal insurance for added protection.
16. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of the Services, you should raise your concerns with us as soon as possible to allow us an opportunity to put matters right.
We will review any complaint promptly and aim to respond within a reasonable period, explaining our findings and any proposed resolution.
If a dispute cannot be resolved informally, either party may pursue any legal remedies available under the governing law specified below.
17. Changes to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or the nature of our services. The version in force at the time of your booking will apply to your contract with us.
Any variations to these Terms and Conditions must be agreed in writing. Oral statements by our staff will not override or amend these written terms unless confirmed in writing by us.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by Man with Van Upton.
19. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed from the remaining terms, which shall continue in full force and effect.
No person who is not a party to the contract between you and us shall have any rights to enforce any of its terms.
You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract some or all of our rights and obligations where necessary to deliver the Services.
These Terms and Conditions set out the entire agreement between you and us relating to the provision of Services by Man with Van Upton and supersede any prior discussions, representations, or agreements, whether oral or written.
