Man with Van Kenton Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Kenton provides removal, transport and related services. By making a booking, paying a deposit, or allowing work to commence, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means the person, company or organisation that requests or pays for the services.
We, us, our means Man with Van Kenton as the provider of the services.
Services means any removal, transport, loading, unloading, packing, unpacking or related services we agree to provide.
Goods means the items, belongings or property that we are asked to move or handle.
Booking means an agreed arrangement between you and us for the provision of services on a specific date and time.
2. Scope of Services
We provide man and van removal and transport services for domestic and commercial clients. The exact scope of services for each job, including the number of staff, size of vehicle, and locations involved, will be agreed during the booking process and confirmed verbally or in writing.
Unless expressly agreed in advance, our services do not include disconnection or reconnection of appliances, dismantling or reassembly of furniture, removal of doors or windows, or any work involving plumbing, electrical, gas, or structural alterations.
We reserve the right to refuse to move any item that, in our reasonable opinion, is unsafe, illegal, excessively heavy, insufficiently packed, or likely to cause damage or injury.
3. Booking Process
All bookings are subject to availability and are only confirmed when we have accepted your request for services and, where applicable, received any required deposit.
When making a booking, you agree to provide accurate and complete information, including full collection and delivery addresses, access details such as stairs, lifts and parking restrictions, an accurate description of the Goods, and any special handling requirements.
The quoted price or estimated duration of the job is based on the information you provide at the time of booking. If the information is incomplete or inaccurate, or if the situation on the day differs significantly from that described, additional charges may apply, or we may be unable to complete the work as planned.
You are responsible for arranging any necessary parking, permits or access permissions at both collection and delivery locations. Any fines, penalties, or additional charges incurred due to inadequate parking arrangements may be added to your final bill.
4. Estimates and Quotes
Any estimate or quote provided prior to the job is based on the details supplied by you and is given in good faith. An estimate is not a fixed price and may be adjusted if the actual work differs from that anticipated.
We may revise the quote or charge additional fees if the volume or weight of the Goods is greater than stated, the move involves additional floors, access is more difficult than described, extra services are requested on the day, or there are unexpected delays caused by you or third parties.
Unless specifically agreed otherwise, our prices do not include insurance charges, customs duties, tolls, congestion charges, parking fees or fines, or the cost of any special equipment required. These may be charged in addition where applicable.
5. Payments and Charges
Our standard payment terms require payment in full on completion of the job, unless otherwise agreed before the booking is confirmed. We accept the payment methods that are communicated to you during booking or prior to the start of the job.
For certain bookings, including longer-distance or higher-value jobs, we may require a deposit or partial payment in advance. Any such requirement will be communicated before confirming your booking. Deposits may be non-refundable as described in the cancellation section below.
If payment is not made when due, we reserve the right to charge interest on any overdue balance at a reasonable rate and to recover any costs incurred in pursuing late payment, including debt collection and legal fees.
All prices are provided inclusive or exclusive of any applicable taxes, as advised at the time of booking and in accordance with current law.
6. Cancellations and Amendments
If you need to cancel or amend your booking, you must notify us as soon as possible.
Cancellations made with sufficient notice may not incur a charge. However, we reserve the right to withhold all or part of any deposit or to charge a cancellation fee where reasonable to cover our costs and loss of business.
We may apply charges on the following basis. If you cancel more than 7 days before the scheduled start time, we may refund any deposit, subject to reasonable administrative costs. If you cancel within 7 days but more than 24 hours before the scheduled start time, we may retain part of the deposit or charge a reasonable cancellation fee. If you cancel within 24 hours of the scheduled start time or fail to be present when we arrive, we may retain the full deposit and charge a call-out fee or a proportion of the quoted price to cover our costs.
If you wish to change the date, time, or scope of the job, we will try to accommodate your request but cannot guarantee availability. Changes may result in altered pricing, and any additional charges will be advised and must be agreed before the revised booking is confirmed.
We reserve the right to cancel or postpone the services in circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, illness, accidents, or other events. In such cases, we will notify you as soon as reasonably possible and arrange an alternative date or, where appropriate, refund any deposit paid. We will not be liable for any consequential losses arising from such cancellation or postponement.
7. Your Responsibilities
You are responsible for ensuring that the Goods are properly and securely packed, unless we have agreed to provide packing services. Fragile or valuable items should be clearly identified and appropriately packed. We are not responsible for damage caused by inadequate packing carried out by you or a third party.
You must ensure that all items to be moved are ready for transport at the agreed time, that access is clear, and that any items that are not to be moved are clearly separated. You should remove any loose or hazardous materials from furniture and appliances and ensure that all drawers and doors are secured.
You must be present, or have a responsible representative present, at both collection and delivery points to direct our staff, confirm that all items have been loaded and unloaded, and sign any job sheets or confirmation documents. If you or your representative are not present, our decision as to the condition of the Goods and the completion of the job will be final.
You must not ask our staff to carry out any illegal activity or to move items that are prohibited, unsafe, or in breach of any regulations.
8. Excluded and Prohibited Items
Unless we have expressly agreed otherwise in writing, we do not move or store hazardous materials, flammable substances, explosives, firearms, ammunition, illegal goods, live animals, perishable food items, or items requiring special environmental conditions.
We do not accept responsibility for jewellery, cash, important documents, or items of exceptional or sentimental value unless we have agreed in writing to handle such items and you have provided a full and accurate declaration of their nature and value before the move.
9. Waste and Recycling Regulations
We operate in accordance with relevant waste and environmental regulations. We are not a general rubbish clearance company and will not remove waste or refuse unless this has been specifically agreed as part of the booking and complies with applicable regulations.
We will not transport or dispose of hazardous or controlled waste. If you present items for removal that are classed as waste, we may refuse to take them or charge an additional fee for handling and lawful disposal where this is permitted.
You must not conceal waste, hazardous materials, or prohibited items within general household or office goods. If any such materials are discovered, we may stop work, charge additional fees for safe handling or disposal where lawful, and report any serious breaches to the relevant authorities.
10. Liability and Limitations
We will exercise reasonable care and skill in providing the services. Our liability for loss or damage is subject to the limitations set out in this section.
We are not liable for any loss or damage that arises from your failure to comply with these Terms and Conditions, including inadequate packing by you, unsafe or overloaded items, failure to properly label fragile or valuable items, or failure to arrange proper access and parking.
We are not liable for normal wear and tear, minor scuffs, or superficial marks that may occur during the handling and movement of large or heavy items, especially where access is restricted. We are not responsible for damage to property or fixtures where we are required to move items through tight spaces, stairwells, or doorways and you have agreed to or insisted on such movement despite the risk.
If we are found liable for loss or damage to your Goods due to our negligence, our liability will, to the fullest extent permitted by law, be limited to the reasonable cost of repair or replacement of the affected items, up to a maximum amount that is reasonable in relation to the fees paid for the job. We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, or emotional distress.
We will not be liable for loss or damage arising from events outside our reasonable control, including but not limited to accidents not caused by our negligence, traffic delays, road closures, extreme weather, acts of third parties, or unforeseen mechanical failures.
You must inspect the Goods and property as soon as reasonably possible at the end of the job. Any visible loss or damage should be brought to the attention of our staff before they leave the site, and details recorded on any job sheet if available. Any claims for loss or damage must be notified to us in writing within a reasonable period after the job, providing full details of the items concerned and the nature of the damage.
11. Insurance
We take reasonable care in handling and transporting your Goods, but our standard charges do not necessarily include comprehensive insurance cover for all types of items or all risks. You are strongly advised to ensure that you have adequate insurance in place for your belongings during the move, whether through your own household or business insurance or through any additional cover that may be available.
Any insurance offered or arranged is subject to the terms and conditions of the relevant policy, which may include exclusions, deductibles, and limits. It is your responsibility to review those terms carefully.
12. Delays and Waiting Time
We will use reasonable efforts to arrive and complete the job within agreed time frames, but all times are estimates and may be affected by traffic, access issues, or other factors beyond our control. We do not accept liability for losses arising from delays, unless such delays are directly and solely caused by our negligence.
Where delays or waiting time are caused by circumstances within your control, such as lack of access, unprepared Goods, or absence of a key holder, we may charge a waiting time fee or an additional hourly rate as advised to you.
13. Health and Safety
We reserve the right to take any measures necessary to protect the health and safety of our staff and any other persons present. Our team may refuse to lift or move items that are excessively heavy, unsafe, or which cannot be moved without risk of injury or damage.
You must not request our staff to carry out any act that could be reasonably considered unsafe, such as lifting items beyond safe manual handling limits, working at dangerous heights, or operating equipment for which they are not trained.
14. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our services, you should raise the issue with our driver or team on the day where possible so that we have the opportunity to address it immediately.
If the matter is not resolved on the day, you should submit a written complaint within a reasonable time after the service has been completed, setting out full details of your concerns. We will review your complaint and respond within a reasonable period, aiming to find a fair and practical solution.
If a dispute cannot be resolved through our internal complaints process, both parties agree to consider in good faith any reasonable proposal for mediation or alternative dispute resolution before resorting to formal legal proceedings.
15. Data Protection and Privacy
We collect and use your personal information only to the extent necessary to manage bookings, provide services, process payments, and handle queries or complaints. We take reasonable steps to keep your information secure and to comply with applicable data protection laws.
We will not sell your personal data to third parties. We may share your information with our staff, contractors, or service providers where needed to deliver the services or comply with legal obligations.
16. Variation of Terms
We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. Any material changes to the terms will be made available on request.
17. Severability
If any part of these Terms and Conditions is found to be invalid or unenforceable by a court or other competent authority, the remaining provisions will continue in full force and effect.
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.
You and we agree that 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 provision of the services.
By proceeding with a booking or allowing work to commence, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
