Terms and Conditions

Walthamstow Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Walthamstow Man and Van provides man and van, removals, collection and delivery services throughout our service area. By booking or using our services you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, firm or company requesting or paying for the services.

Services means any man and van, removals, transport, loading, unloading, packing, collection, delivery, or related services we agree to provide.

Items means any goods, furniture, belongings, boxes, equipment or other property that we are asked to move, handle, store or dispose of.

Contract means the agreement between the Client and Walthamstow Man and Van for the provision of services, incorporating these Terms and Conditions.

2. Scope of Services

We provide man and van and removal services for domestic and commercial customers within our service area and, by agreement, to and from other locations in the United Kingdom. The precise scope of services will be confirmed at the time of booking and may include some or all of the following: provision of vehicle and driver, additional porters, loading and unloading of items, transport of items, basic disassembly and reassembly of furniture where agreed in advance, and packing or unpacking services where specifically requested and confirmed.

Unless expressly agreed in writing, we do not provide specialist installation services, plumbing or electrical works, structural alterations, or professional disconnection and reconnection of appliances. The Client is responsible for arranging any necessary qualified tradespeople to carry out such work.

3. Booking Process

3.1 Bookings may be made by the Client via our website contact form or other approved communication methods. A booking is only confirmed once we have provided written confirmation of the details, including date, time, service description and estimated charges.

3.2 When making a booking, the Client must provide accurate information about the nature and volume of items to be moved, access at both collection and delivery addresses, parking restrictions, floor levels, lifts, stairs, and any other relevant circumstances that may affect the service, duration or cost.

3.3 Our quotation is based on the information supplied at the time of booking. If on arrival the work differs significantly from that described, or if additional time, labour, equipment or services are required, we reserve the right to amend the price accordingly or, if the change is substantial, to refuse to carry out the service. In such case, a call-out or cancellation fee may be charged.

3.4 The Client must ensure that an authorised person is present at collection and delivery addresses to supervise the work, give instructions and sign any necessary documents. If no authorised person is present, we may proceed based on reasonable judgment and no liability shall be accepted for loss or damage arising from a lack of instructions.

4. Estimates, Quotes and Pricing

4.1 Any estimate or quotation is based on the information provided, our current rates, and normal access conditions. Prices may be quoted as an hourly rate, a fixed fee, or a combination of both, depending on the nature of the job.

4.2 Time-based charges will normally start from the agreed arrival time or from the time we arrive at the collection address, whichever is earlier, and end when the job is completed, including any return of keys or paperwork as requested.

4.3 Additional charges may apply for waiting time, parking fees, congestion or emission charges, tolls, ferry charges, extended walking distances, dismantling or reassembling items not previously agreed, extra floors or stairs, or unforeseen access difficulties.

4.4 Any quote is valid for a limited period as stated in the quote. If no period is stated, quotes are valid for 14 days from the date of issue. We reserve the right to revise any quote after this time or if the scope of work changes.

5. Payments and Invoicing

5.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the service on the same day.

5.2 We may, at our discretion, require a deposit or full payment in advance to secure a booking, particularly for larger moves or long-distance work. Any required deposit will be non-refundable unless otherwise stated in these Terms and Conditions.

5.3 Accepted payment methods will be confirmed to the Client in advance and may include card payment, bank transfer or cash. We do not accept payment by cheque unless expressly agreed in advance.

5.4 If payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate and to recover any reasonable costs incurred in pursuing payment, including any enforcement or collection fees.

5.5 Where services are provided to a business client on account, payment terms will be as specified on the invoice. If no terms are specified, payment is due within 14 days of the invoice date.

6. Cancellations and Amendments

6.1 If the Client needs to cancel or amend a booking, they must notify us as soon as possible using the same method as the original booking or another agreed method of communication.

6.2 For standard local moves, cancellations or major changes made more than 48 hours before the scheduled start time will not usually incur a cancellation charge, although any non-refundable third-party costs may still be payable.

6.3 If the Client cancels within 48 hours but more than 24 hours before the scheduled start time, we may charge up to 50 percent of the estimated total price or retain any paid deposit.

6.4 If the Client cancels within 24 hours of the scheduled start time, or fails to be present or provide access at the agreed time, we reserve the right to charge up to 100 percent of the estimated total price.

6.5 For larger or long-distance moves where a specific vehicle or team has been reserved, different cancellation terms may apply, and these will be confirmed in writing at the time of booking.

6.6 We may, at our discretion, cancel or postpone the service in the event of adverse weather conditions, mechanical breakdown, staff sickness, safety concerns, or other circumstances beyond our reasonable control. In such cases, our liability will be limited to rescheduling the service or refunding any amounts already paid for the affected service, at the Client's choice.

7. Client Responsibilities

7.1 The Client is responsible for ensuring that:

All items are properly packed and secured for transport, unless we have agreed to provide a packing service.

Any fragile or high-value items are clearly identified and brought to the attention of our staff before loading.

All items to be moved are ready for collection, and any disconnection of appliances, dismantling of furniture or removal of fixtures has been completed where this is not included in the service.

Access is clear and safe at both collection and delivery addresses, including sufficient space for the vehicle to park, load and unload.

All necessary permissions, permits or parking arrangements have been obtained, unless we have agreed in advance to arrange this.

7.2 The Client must not request or permit our staff to carry out any work that may be unsafe, illegal, or beyond the agreed scope of services. We reserve the right to refuse to move any item or perform any task which we reasonably consider to pose a risk to health, safety, property, or compliance with law.

8. Items Not Permitted

8.1 Unless explicitly agreed in writing, we will not carry or handle the following:

Hazardous materials, including flammable, explosive, corrosive, toxic or radioactive substances.

Illegal items or substances.

Cash, jewellery, watches, furs, precious metals, securities, or other high-value items.

Animals, pets or livestock.

Perishable goods requiring temperature control.

8.2 If such items are handed to us without our knowledge, we accept no liability for loss or damage, and the Client shall indemnify us against any claims, damages, fines or expenses incurred as a result.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in providing our services. However, our liability for loss or damage to items or property is subject to the limitations set out in this clause.

9.2 We shall not be liable for any loss or damage arising from:

Faulty or insecure packing by the Client.

Inherent defects, wear and tear, or pre-existing damage.

Normal deterioration, leakage, or damage to fragile items that are not adequately protected.

Handling items that are excessively heavy, unstable, or impractical to move safely.

Loss or damage where the Client or their representative has signed to confirm items were received in good condition, unless notified in writing within a reasonable period.

9.3 Our total liability for loss of or damage to items shall not exceed the lower of the replacement value of the item or the reasonable cost of repair, subject to any overall limit stated in our quotation or confirmation.

9.4 We shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of opportunity, or emotional distress.

9.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be excluded or limited.

10. Claims and Complaints

10.1 Any visible loss or damage must be noted and brought to our attention at the time of delivery wherever possible. In any event, the Client must notify us in writing of any claim for loss or damage within 7 days of completion of the service.

10.2 The Client must provide reasonable evidence of the loss or damage, including photographs and proof of value where appropriate, and must allow us a reasonable opportunity to inspect the items and attempt repair or replacement.

10.3 We will investigate any complaint in good faith and aim to respond within a reasonable timeframe. Making a claim does not entitle the Client to withhold payment for services rendered.

11. Waste, Disposal and Environmental Regulations

11.1 We operate in compliance with relevant UK waste and environmental regulations. We are not a general waste carrier and will only remove items for disposal where this has been agreed in advance as part of the service.

11.2 The Client must accurately describe any items to be disposed of, including any that may be classified as waste requiring special handling. We may refuse to carry items that we reasonably believe are hazardous, contaminated or unlawful to transport or dispose of.

11.3 Where we agree to remove items for disposal, they will be taken to appropriate facilities or recycling centres as applicable. Any additional charges relating to disposal, recycling or specialist handling will be discussed with the Client in advance where reasonably foreseeable.

11.4 Fly-tipping or unlawful disposal is strictly prohibited. We will not accept instructions to leave items in locations where disposal would contravene local or national regulations. If the Client requests such action, we will refuse and may cancel the service, and any associated costs or cancellation charges will be payable by the Client.

12. Parking, Access and Restrictions

12.1 The Client is responsible for arranging suitable parking and access at both collection and delivery addresses, including any permits required. Where we incur parking charges or penalties due to circumstances beyond our control, these may be added to the final invoice.

12.2 If access is restricted or unsuitable for our vehicles, we may need to use smaller vehicles, long carry distances or additional staff, which may result in revised charges.

13. Force Majeure

13.1 We shall not be liable for any delay or failure in performing our obligations where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to adverse weather, road closures, accidents, traffic congestion, mechanical breakdown, strikes, civil unrest, or acts of government.

13.2 In such circumstances, we will use reasonable efforts to minimise disruption and, where practicable, to rearrange the service.

14. Data Protection and Privacy

14.1 We will process personal data provided by the Client only as necessary to manage bookings, deliver services, handle payments and communicate regarding the contract.

14.2 We will take reasonable steps to keep such data secure and will not sell personal information to third parties. We may share data with service partners or authorities only where necessary for the performance of the contract or where required by law.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, such provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.

16.2 No waiver of any breach of these Terms and Conditions shall be deemed a waiver of any subsequent breach.

16.3 We reserve the right to amend these Terms and Conditions from time to time. The version in force at the date of booking will apply to the relevant contract.

16.4 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Client and Walthamstow Man and Van and supersede any prior understandings, representations or agreements relating to the subject matter.