Terms and Conditions for Man and Van Plumstead

These Terms and Conditions set out the basis on which Man and Van Plumstead provides domestic and commercial moving, transport, and related lifting services in the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to create clarity around the service process, pricing, responsibilities, cancellations, liability, and legal compliance. For the avoidance of doubt, these terms apply to all services arranged through our standard booking process, whether the work involves a single item, part-load transport, full house removal, or a similar van-based service. The company may refuse or cancel any booking if it believes the job cannot be completed safely, lawfully, or within the agreed scope.

1. Booking Process

A booking is only confirmed when the details of the job have been accepted by the company and, where required, any deposit or pre-authorisation has been received. The customer must provide accurate and complete information, including pickup and delivery addresses, access conditions, item descriptions, parking restrictions, floors, stairs, lift availability, and any other factors that could affect the time, vehicle size, manpower, or cost of the service. If the customer fails to disclose relevant information, the company may revise the quotation, adjust the service, or refuse to proceed.

All quotes are based on the information provided at the time of enquiry. Unless expressly stated otherwise, quotations are estimates and may change if the actual work differs from the original description. This includes, without limitation, additional items, long carrying distances, difficult access, parking penalties, delays caused by the customer, or waiting time beyond the agreed allowance. The Plumstead man and van service may also require additional labour or a larger vehicle if the job changes materially before or during collection.

The customer is responsible for ensuring that someone authorised to make decisions about the move is available at the agreed time. If a third party books the service on behalf of the customer, that person confirms they have permission to do so and accept responsibility for the accuracy of the booking details. The company will use reasonable efforts to arrive within the agreed time window, but arrival times are estimates and may be affected by traffic, weather, road closures, prior jobs, or circumstances beyond our control.

2. Service Scope

The company provides a van-and-driver service and, where agreed, loading and unloading assistance. Unless specifically included in the booking, services do not cover dismantling, reassembly, packing, unpacking, cleaning, disposal, storage, or specialist handling. Customers must ensure items are suitably packed and labelled where necessary. The company may decline to move any item it considers unsafe, overweight, unstable, prohibited, or unsuitable for transport in the available vehicle.

Where the customer requests the handling of delicate, high-value, or unusual items, the customer must disclose this in advance. Examples include antiques, artwork, glass, electrical equipment, musical instruments, and items with intrinsic or sentimental value. The company may impose additional conditions, request protective packaging, or refuse the item if it cannot be transported safely. The customer remains responsible for securing internal contents, drawers, loose parts, and fragile surfaces unless this has been expressly included in the service.

3. Payments and Charges

Fees are charged according to the agreed quotation, hourly rate, fixed price, minimum charge, or other arrangement confirmed in the booking. Unless otherwise agreed in writing, all charges are stated in pounds sterling and may be subject to VAT where applicable. The customer agrees to pay all sums due promptly, including any extra charges arising from waiting time, additional stops, parking fees, congestion-related costs, tolls, and amendments requested after booking.

Payment is generally due on completion of the job, unless a deposit, part payment, or advance payment has been requested. The company may accept card payment, bank transfer, or other methods notified at the time of booking. If payment is not made when due, the company may suspend further work, retain goods where lawful, recover reasonable collection costs, and charge interest on overdue sums in accordance with applicable law. No discount, rebate, or deduction may be made unless agreed in writing.

The customer must ensure sufficient funds are available for all agreed charges. If a payment is reversed, declined, or disputed without valid reason after the service has been delivered, the company reserves the right to pursue recovery of the outstanding amount, together with administrative and legal costs where permitted. Any quotation errors caused by incorrect customer information may be corrected by the company, and the revised charge will apply if the customer chooses to proceed.

4. Cancellations and Amendments

The customer may cancel or reschedule a booking, but reasonable notice must be given. If cancellation occurs after the company has allocated a vehicle, staff, or time slot, a cancellation charge may apply to reflect lost time and costs already incurred. The amount charged will depend on how much notice is provided and whether preparatory work has already begun. Same-day cancellations, late refusals of access, and no-shows may be charged in full or in part.

If the customer wishes to amend the booking, they should notify the company as soon as possible. Amendments are subject to availability and may affect the price, schedule, or feasibility of the service. If the company must cancel due to circumstances beyond its control, including vehicle breakdown, severe weather, unsafe access, legal restrictions, staff unavailability, or events making performance impossible or impracticable, it will seek to offer an alternative time or date. Where this is not possible, any advance payment for undelivered work will be refunded, subject to lawful deductions for work already completed.

5. Customer Responsibilities

The customer must ensure that access routes, loading areas, parking arrangements, and collection and delivery points are suitable and safe. If permits, permissions, or parking suspensions are required, it is the customer’s responsibility to arrange them unless the company has agreed otherwise. The customer must also ensure that items can be loaded and unloaded without unlawful obstruction, risk to persons, or damage to property.

Customers must not ask the crew to transport prohibited goods, dangerous substances, or items that require specialist licensing unless this has been expressly agreed in advance and is lawful to do so. The customer must declare any item that is heavy, fragile, sharp, wet, leaking, contaminated, or likely to cause harm. The company may reject any item that fails to meet these requirements. The customer is also responsible for being present, or ensuring an authorised representative is present, at both pickup and delivery unless otherwise agreed.

6. Liability and Insurance

The company will take reasonable care when handling goods and carrying out services. However, liability is limited to losses directly caused by proven negligence of the company, and only to the extent permitted by law. The company is not responsible for indirect, special, or consequential losses, including loss of earnings, missed appointments, loss of opportunity, or sentimental value. Customers are encouraged to arrange suitable insurance for valuable or fragile items if their own policy does not provide adequate cover.

The company is not liable for damage resulting from inadequate packing, pre-existing defects, natural wear and tear, hidden structural weakness, customer instructions, or items that were not disclosed as fragile or hazardous. Where a customer handles an item themselves or requests that the company move it despite warnings, any resulting damage may be excluded from liability to the extent allowed by law. If an issue arises, the customer must notify the company as soon as reasonably practicable and provide evidence of the loss or damage.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. The company’s total liability for any claim arising from a booking will, where lawful, not exceed the amount paid for the service giving rise to the claim.

7. Waste Regulations and Disposal

Where the service involves removal of waste, unwanted items, or rubbish, the customer must ensure the waste is accurately described at the time of booking. The company will only collect and transport waste in compliance with applicable UK waste legislation and licensing requirements. Waste transfer may be subject to restrictions on certain materials, and the company may request additional information before accepting any waste-related job. The customer must not present hazardous waste, controlled substances, asbestos, clinical waste, or other regulated materials unless this has been expressly agreed and lawfully authorised.

All waste collected must be properly identified, and the customer may be required to confirm the source and type of waste. The company may refuse collection if the load contains prohibited or misdeclared material. Where required by law, appropriate transfer notes, records, or documentation will be completed. The customer agrees not to use the service to dispose of items illegally, fly-tip waste, or transfer materials in breach of environmental rules. Any costs, fines, or liabilities arising from inaccurate waste descriptions or unlawful disposal requests will be borne by the customer to the extent permitted by law.

8. Delays, Access Problems, and Failed Collections

If the company is delayed by traffic, weather, road restrictions, or circumstances outside its control, it will not be liable for resulting inconvenience, provided it acts reasonably. If access to the property is blocked, unsafe, or materially different from the information supplied, the company may charge waiting time, additional labour, or a failed collection fee. If the customer is not present at the agreed time, or the goods are not ready, the job may be rescheduled or treated as cancelled.

The company is not responsible for delays caused by lifts breaking down, keys being unavailable, items being inaccessible, or parking restrictions not disclosed in advance. Where a move cannot be completed because the customer has not prepared the items or premises appropriately, any wasted travel, labour, or time already incurred may still be charged. The company will act reasonably and proportionately when deciding whether to proceed, pause, or terminate the job.

9. Ownership and Authority

The customer confirms that they are the owner of the goods being transported or that they have full authority from the owner to arrange the service. The company is entitled to rely on the customer’s instructions and will not be responsible for disputes over ownership, possession, or entitlement, provided it has acted in good faith. If there is any dispute at pickup or delivery, the company may suspend the job until the matter is resolved or lawful instructions are provided.

The customer must not include stolen, counterfeit, illegally obtained, or restricted goods in any booking. The company may report suspected unlawful activity to the relevant authorities where required by law or where it reasonably believes such action is necessary to protect people, property, or its lawful interests. Any attempt to misuse the service for unlawful purposes may result in immediate termination without refund.

10. Complaints and Claims

If the customer has a complaint, they should raise it promptly so that the matter can be investigated while the relevant facts are fresh. The company may request photographs, documents, receipts, or other evidence in order to assess a claim. Where a complaint is accepted, the company may offer a remedy that is reasonable in the circumstances, which may include repair, replacement, partial refund, or another suitable resolution, subject always to legal rights and the nature of the service provided.

Any claim relating to loss, damage, or breach must be made within a reasonable time and no later than required by applicable law. The customer must take reasonable steps to minimise further loss. Failure to notify the company promptly may affect the ability to investigate the claim and may reduce any remedy available. The company will not be liable for matters that could not reasonably have been avoided or for claims unsupported by evidence.

11. Force Majeure

The company will not be responsible for failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control. This includes severe weather, fire, flood, strikes, accidents, public transport disruption, acts of terrorism, government restrictions, emergency road closures, and similar events. In such circumstances, the company may suspend performance, reschedule the booking, or cancel the service if performance becomes impossible or unsafe.

12. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer protection law provides otherwise. If any provision of these terms is found unenforceable, the remaining provisions will continue in full force and effect.

By booking with Man And Van Plumstead, the customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.