Terms and Conditions

Man and Van Colliers Wood Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Colliers Wood provides removal, delivery, collection and related services within the United Kingdom. By making a booking, using our services, or permitting our staff to handle your goods, 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:

Company means Man and Van Colliers Wood, the provider of removal and related services.

Customer means any individual, partnership, company, or organisation that makes a booking or uses the services of the Company.

Services means removal, man and van hire, packing, loading, unloading, transportation, delivery, collection, and any other related services provided by the Company.

Vehicle means any van or other vehicle used by the Company in the provision of the Services.

Goods means any items, furniture, boxes, equipment or other property handled, transported or stored by the Company on behalf of the Customer.

Service Area means the locations within which the Company ordinarily provides its Services, including but not limited to Colliers Wood and surrounding areas.

2. Scope of Services

The Company provides man and van and removal services for domestic and commercial customers. Services typically include loading, transportation and unloading of Goods between the agreed collection and delivery addresses. Additional services, such as packing, assembly, or disassembly of furniture, may be offered by prior agreement and may incur additional charges.

The Company is not a storage provider unless expressly agreed in writing. Any request to hold Goods for longer than the agreed service period may result in additional charges and is subject to availability.

3. Booking Process

3.1 Bookings may be made in advance by the Customer via the Company’s accepted booking channels. A booking is only confirmed when the Company issues an explicit confirmation, which may include confirmation of date, time, service description, and applicable rates.

3.2 The Customer is responsible for providing accurate and complete information at the time of booking, including collection and delivery addresses, access details, floor levels, parking restrictions, the nature and approximate volume or list of Goods, and any special handling requirements.

3.3 Quotations are based on the information supplied by the Customer. If the actual requirements differ, the Company reserves the right to amend the quotation and apply additional charges. This may include, for example, extra time, additional staff, additional mileage, waiting time, or stair and access surcharges.

3.4 All bookings are subject to availability. The Company may decline or cancel a booking where it is unable to safely or lawfully provide the Services, or where the Customer fails to meet these Terms and Conditions.

4. Customer Responsibilities

4.1 The Customer must ensure that adequate access is available at both collection and delivery addresses, including suitable parking for the Vehicle as close as reasonably practicable to the property entrance.

4.2 The Customer is responsible for reserving any necessary parking permits, suspensions or permissions required for the Vehicle. Any parking fines or penalties incurred as a direct result of inadequate or incorrect parking arrangements may be charged to the Customer.

4.3 The Customer must ensure that Goods are properly packed and protected, unless the Company has agreed to carry out packing services. Fragile items should be clearly marked as fragile.

4.4 The Customer must be present, or represented by an authorised person, at both the collection and delivery locations to supervise loading and unloading and to ensure that the correct Goods are taken and delivered.

4.5 The Customer is responsible for ensuring that Goods do not include prohibited items, hazardous substances, or waste that cannot legally be transported or disposed of by the Company.

5. Quotations and Prices

5.1 Unless otherwise stated, quotations are provided on the basis of hourly rates or a fixed fee for a defined service, and may be subject to a minimum booking period.

5.2 Quotations assume normal access, including reasonable walking distance from the Vehicle to the property, standard stair access, normal traffic conditions, and completion within the specified time frame. Additional charges may apply for unusual access circumstances, significant walking distances, multiple flights of stairs, lifts out of service, waiting time, or delays beyond the Company’s control.

5.3 Any changes to the service details, including changes to addresses, dates, or the quantity or nature of Goods, may result in a revised quotation.

5.4 All prices are stated in pounds sterling and may be subject to applicable taxes or charges as required by law.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due in full at the time specified by the Company, which may be prior to the start of the Services, upon arrival at the collection address, or immediately upon completion of the Services.

6.2 The Company accepts the payment methods it has confirmed as available at the time of booking. The Customer must ensure that sufficient funds are available.

6.3 For longer or larger removals, the Company may require a deposit or advance payment to secure the booking. Deposits are applied to the final invoice and may be non-refundable in certain cancellation scenarios, as set out in these Terms and Conditions.

6.4 Where payment is not made when due, the Company reserves the right to withhold commencement or completion of the Services, to retain Goods until payment is received, and to charge interest, administrative fees, and any recovery costs reasonably incurred.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a booking by giving notice to the Company through the same or another accepted communication channel. Cancellation or amendment only takes effect when acknowledged by the Company.

7.2 For standard bookings, if the Customer cancels more than 48 hours before the agreed start time, any deposit may be refunded at the Company’s discretion, less any reasonable administrative costs.

7.3 If the Customer cancels within 48 hours of the agreed start time, the Company may retain any deposit and may charge a cancellation fee up to a reasonable proportion of the quoted price, reflecting time reserved, loss of other work, and any costs already incurred.

7.4 If the Customer cancels on the day of the booking, or fails to be present at the agreed address at the agreed time, the Company may charge up to the full quoted amount.

7.5 The Company reserves the right to cancel or reschedule a booking in cases of vehicle breakdown, staff illness, severe weather, road closures, or other circumstances beyond its reasonable control. In such cases, the Company will seek to offer an alternative date or time. Liability for such cancellation is limited to any sums already paid for the affected Services.

8. Access, Delays and Waiting Time

8.1 The Customer must ensure that the property is ready for removal at the agreed time. Any delays caused by incomplete packing, lack of access, or other factors within the Customer’s control may result in additional charges based on the Company’s hourly rates.

8.2 The Company is not liable for delays caused by traffic conditions, roadworks, accidents, or other incidents outside its control. The Company will use reasonable efforts to complete the move as quickly and safely as possible, but arrival and completion times are estimations only.

8.3 Waiting time fees may be applied where the Vehicle and staff are kept waiting at either address for reasons not attributable to the Company.

9. Goods Not Accepted for Removal

9.1 Unless expressly agreed in writing, the Company does not accept for removal or transportation any of the following:

Explosive, flammable, corrosive, toxic, or hazardous materials.

Illegal items or substances.

Cash, jewellery, watches, precious metals, stones or high-value collectibles.

Perishable goods that may spoil or cause contamination.

Animals or live plants that cannot be safely transported.

9.2 The Customer must not include such items among the Goods. If such items are found, the Company may refuse to transport them and, at its discretion, may terminate the Services without liability, with any time already spent being chargeable.

10. Waste and Rubbish Regulations

10.1 The Company operates in accordance with applicable UK waste and environmental regulations. The Company is not a general rubbish clearance contractor unless such services are specifically agreed in advance.

10.2 The Customer must not present household refuse, construction debris, garden waste, or any material classified as controlled waste for removal unless the Company has expressly agreed to provide a suitable waste removal service. Additional charges will apply for such services and for any required disposal fees.

10.3 Where the Company agrees to remove waste, the Customer is responsible for accurately describing its nature and quantity. The Company may refuse to collect any waste that is hazardous, improperly packaged, or not lawfully capable of being transported.

10.4 The Company will dispose of any agreed waste through lawful and appropriate channels. The Customer remains responsible for any penalties or costs arising from the Customer’s failure to correctly identify the waste or to comply with legal obligations.

11. Liability and Insurance

11.1 The Company will exercise reasonable care and skill in handling, loading, transporting, and unloading the Goods. However, the Company’s liability for loss of or damage to Goods is limited as described in this section.

11.2 The Company shall not be liable for loss or damage arising from:

Goods that are packed or unpacked by the Customer, where damage results from defective or inadequate packing.

Fragile items that are not reasonably protected or not clearly marked as fragile.

Inherent defects, natural deterioration, or pre-existing damage in the Goods.

Weather conditions, normal handling, or wear and tear.

11.3 Unless a higher value is declared and an additional charge agreed for extended cover, the Company’s liability for any single item or any single event of loss or damage is limited to a reasonable amount, taking into account the value and condition of the Goods and the price paid for the Services.

11.4 The Customer is advised to maintain its own insurance for valuable Goods and to check that household or business insurance policies provide adequate cover during removals.

11.5 The Company shall not be liable for any indirect or consequential loss, including loss of profits, loss of use, or loss of opportunity, arising from or in connection with the Services.

12. Claims and Complaints

12.1 Any alleged loss of or damage to Goods must be notified to the Company as soon as reasonably practicable, and in any event within a reasonable period after completion of the Services, so that the circumstances can be investigated.

12.2 The Customer must allow the Company a reasonable opportunity to inspect any alleged damage and must retain the Goods and any packaging for that purpose.

12.3 Complaints regarding the standard of service should be raised promptly. The Company will endeavour to resolve issues through its internal procedures. Nothing in this section affects the Customer’s statutory rights.

13. Limitation of Liability

13.1 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot lawfully be excluded.

13.2 Subject to the preceding clause, the Company’s total aggregate liability to the Customer for all claims arising out of or in connection with any single booking shall not exceed a reasonable multiple of the price paid for the specific Services from which the claim arises, having regard to the circumstances and value of the Goods.

14. Force Majeure

14.1 The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. This includes, but is not limited to, adverse weather, road closures, strikes, accidents, or national emergencies.

15. Data Protection

15.1 The Company will handle personal data provided by the Customer in compliance with applicable data protection laws in the United Kingdom. Personal data may be used for administering bookings, providing Services, processing payments, and complying with legal obligations.

15.2 The Company will take reasonable measures to protect personal data from unauthorised access, loss or misuse.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales.

16.2 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.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.

17.2 No failure or delay by the Company to exercise any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior understandings or agreements, whether oral or written, relating to the same subject matter.

17.4 The Customer may not assign or transfer its rights or obligations under these Terms and Conditions without the prior written consent of the Company.

17.5 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.