Man With Van Waterloo Terms and Conditions

These Terms and Conditions set out the basis on which Man With Van Waterloo provides domestic and commercial moving, delivery, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical agreement between the customer and the service provider. Please read them carefully before proceeding with any booking.

In these terms, “we”, “us”, and “our” refer to the moving service provider operating under the Man With Van Waterloo name, and “you” or “customer” refers to the person or business requesting the service. These conditions apply to all services supplied by our Man with a Van Waterloo team, whether arranged in advance or on a same-day basis, unless we agree otherwise in writing.

We reserve the right to update these terms from time to time. Any updated version will apply to future bookings and, where legally permitted, to existing bookings if the change is necessary for legal, safety, or operational reasons. The version in force at the time your booking is confirmed will normally govern your service, subject to mandatory consumer law.

1. Booking Process

A booking may be requested by telephone, email, online form, messaging service, or any other method we make available. To help us provide an accurate quote and suitable vehicle allocation, you must supply complete and truthful information. This includes, where relevant, the collection and delivery addresses, access conditions, property type, item descriptions, dates, times, floors, parking restrictions, and any special handling requirements.

All quotations are based on the information you provide. If the information changes, or if the actual job differs materially from the original description, we may revise the price, vehicle size, crew size, or timing. A quote is not binding until we confirm acceptance of the booking. We may decline a booking at our discretion, for example where the request is unsafe, impractical, unlawful, or outside our service capability.

Once you accept a quotation, we may ask for a deposit or card pre-authorisation to secure the date and time. A booking is considered confirmed only when we send written confirmation by email, text, or other recorded means, or when our team arrives and begins the service as agreed. It is your responsibility to check the confirmation details carefully and notify us promptly of any errors.

Customer Responsibilities Before the Move

You must ensure that the premises, items, and access routes are ready for collection at the agreed time. This includes arranging parking where needed, obtaining any building permissions, protecting floors or communal areas if required by your landlord or managing agent, and ensuring that items are packed or prepared according to the service level agreed. If packing is part of the booking, you must still make reasonable efforts to protect fragile or valuable items unless we have expressly agreed to pack them.

2. Services and Service Standards

Our Man With Van Waterloo service may include transport of household items, office goods, furniture, boxes, appliances, and other lawful items that can be safely carried and loaded. We may also assist with dismantling, reassembly, and positioning where this has been agreed in advance. Any service not specifically included in the quotation may be treated as additional work and charged accordingly.

We will take reasonable care to carry out the service in a professional manner. However, the timing of collections and deliveries is approximate unless a guaranteed time has been agreed in writing. Delays may occur due to traffic, weather, access issues, loading restrictions, mechanical problems, or circumstances beyond our control. We are not responsible for inconvenience arising from such delays, provided we have acted reasonably.

Where items are moved by our Man with Van Waterloo team, you acknowledge that some goods are inherently vulnerable to damage because of their age, construction, condition, or prior use. We may refuse to move items that are unsafe, excessively heavy, contaminated, improperly packed, or likely to cause injury or property damage. Our staff are entitled to stop work if they believe continuing would create a health and safety risk.

Access, Parking, and Waiting Time

If suitable parking, loading access, or lift use is unavailable upon arrival, waiting time or additional costs may apply. The customer is responsible for any parking penalties, access charges, congestion costs, tolls, or permits incurred due to the location of the job unless the charge is caused solely by our negligence. If our vehicle cannot gain lawful access, we may treat this as a cancellation by the customer and charge accordingly.

3. Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. Unless the quotation says differently, charges may be based on hourly rates, fixed fees, vehicle size, distance, labour time, waiting time, stairs, handling difficulty, or a combination of these factors. Quotes may exclude parking charges, congestion charges, tolls, specialist equipment, disposal costs, or other disbursements. Any such additional costs will be notified where reasonably possible.

Payment terms will be set out in the quote or booking confirmation. In most cases, payment is due immediately on completion of the service, unless we have agreed credit terms in writing. We may require advance payment, partial payment, or full payment before unloading, particularly for high-value, time-sensitive, or large-scale jobs. We accept the payment methods specified at the time of booking and may refuse cashless methods if they fail authorisation.

Where a card payment is declined or reversed, you must settle the outstanding amount without delay. If you dispute an invoice, you must notify us promptly and pay the undisputed sum on time. We may charge reasonable administration fees for late payment, failed payment attempts, or recovery action permitted by law. Title to any goods sold by us, where applicable, remains with us until payment is received in full.

Additional Charges and Revisions

If the scope of work changes on the day, we may adjust the price to reflect the actual service delivered. This can include extra labour, additional stops, increased volume, stair carries, long carries, packing materials, or extended waiting time. Any revised charges will be calculated fairly and communicated as soon as practical. Continued use of the service after a revision is proposed will be taken as acceptance.

4. Cancellations, Rescheduling, and Refunds

You may cancel or reschedule a booking by giving notice in writing or by the method specified in your confirmation. Cancellation rights may differ depending on whether you booked as a consumer, the notice period given, and whether service delivery has already begun. If you cancel well in advance, we may refund any deposit less reasonable administrative costs, if applicable. If the booking is rearranged, any deposit may be transferred to the new date at our discretion.

If you cancel within a short period before the agreed start time, or if we have already allocated staff, a vehicle, or equipment to your job, we may retain some or all of the deposit or charge a cancellation fee. The fee will be reasonable and proportionate to our loss. Where work has already started, you will be charged for the services provided up to the point of cancellation, together with any non-recoverable costs.

If we must cancel due to events outside our control, including severe weather, road closure, vehicle failure, staff illness, or other operational issues, we will aim to rearrange the booking at the earliest practical date. If rearrangement is not possible, any prepayment for unused services will usually be refunded. Our liability for cancellation is limited to the amount paid for the cancelled element, except where the law requires otherwise.

Failure to Attend or Delays by the Customer

If you are not available at the agreed time and place, fail to provide access, or cannot complete payment when due, we may treat the booking as cancelled by you and charge waiting time, return travel, or cancellation fees. We are not obliged to remain on site indefinitely. If you know you will be delayed, you should inform us as soon as possible so that we can decide whether to wait, reschedule, or release the vehicle to other work.

5. Liability and Risk

We will take reasonable care when handling your goods, but our liability is limited by law and by the nature of the service. You remain responsible for ensuring that items are suitably packed, labelled, and protected unless we have agreed to provide packing services. Fragile, antique, high-value, sentimental, perishable, or irreplaceable items should be disclosed in advance. We may ask for a higher level of protection or decline to carry certain items.

Unless caused by our negligence, we are not responsible for damage arising from pre-existing defects, inadequate packing, inherent vice, normal wear and tear, or the condition of the item itself. We are also not responsible for damage caused by items being moved through tight or unsuitable access routes where you have instructed us to proceed despite warnings. Where our liability applies, it is limited to the lower of the repair cost, replacement value, or the amount recoverable under any applicable insurance policy, subject to legal limits.

We shall not be liable for indirect, consequential, or economic losses such as loss of earnings, loss of business, missed appointments, loss of data, or loss of opportunity, except where such exclusion is unlawful. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

Insurance and Claims

Any insurance we hold may be subject to exclusions, excesses, or claim conditions. You must report any alleged loss or damage as soon as reasonably possible and no later than the period stated in your booking confirmation, together with supporting evidence such as photographs, invoices, or item descriptions. Failure to notify us promptly may affect our ability to investigate and may reduce or remove any claim entitlement. We may inspect damaged goods before accepting liability.

6. Waste Regulations and Disposal

If the service includes the removal, disposal, or transport of waste, you must ensure that the waste is described accurately and lawfully. Under UK waste regulations, waste must be handled, transferred, and disposed of in accordance with applicable environmental and duty-of-care requirements. We may ask for details about the type of waste, its source, and whether it contains hazardous or restricted materials before agreeing to collect it.

We do not accept illegal, hazardous, or contaminated waste unless expressly agreed and lawfully authorised to do so. This includes, without limitation, asbestos, chemicals, clinical waste, gas cylinders, oils, solvents, batteries, electrical items requiring special handling, and any material that is dangerous or improperly packaged. You must not conceal prohibited waste within other items. If prohibited waste is discovered, we may refuse collection, charge additional costs, or report the matter where required by law.

Where waste transfer documentation, permits, or evidence of lawful disposal are required, you must provide accurate information and cooperate fully. If we are acting as carrier or disposer, we may issue or require paperwork in line with legal obligations. You remain responsible for ensuring that any waste handed over is lawfully produced and correctly declared. Any fines, penalties, clean-up costs, or enforcement action arising from misdescription or unlawful disposal may be charged to you to the extent permitted by law.

Prohibited and Restricted Items

For safety and compliance reasons, we may refuse items that are illegal, stolen, dangerously overloaded, or likely to cause contamination or injury. We also reserve the right to stop a job if we suspect that the goods or waste being moved are not lawfully owned, are subject to seizure, or may breach transport or environmental regulations. In such cases, payment may still be due for work already undertaken.

7. Customer Conduct, Safety, and Cooperation

You must ensure that your instructions are lawful, clear, and given by a person with authority to act. You agree to treat our staff with respect and to provide a safe working environment. We may withdraw our team from any situation involving abuse, threats, aggression, unsafe animals, smoke, drugs, weapons, or any hazard that cannot be controlled reasonably. If work is suspended for safety reasons, you may still be charged for time and costs incurred.

Where the service involves carrying items through communal areas, shared buildings, or third-party property, you must obtain any permissions required by the owner, landlord, or managing agent. You are responsible for ensuring the job can be completed without breaching building rules or causing unnecessary damage. If a third party prevents access or loading, that will not be treated as a failure by us.

Force Majeure

Neither party will be liable for failure or delay caused by events beyond reasonable control, including natural disasters, fire, flood, strikes, transport disruption, public authority action, or national emergencies. If such an event affects the service, we will notify you where possible and seek a practical alternative. If the event continues for a significant period, either party may cancel the affected service without further liability except for payment for work already completed.

These terms form the entire agreement between you and us for the service, except where specific written variations have been agreed. If any part of these terms is found unenforceable, the remaining provisions will continue in full force. No waiver of any breach will be treated as a waiver of future breaches.

8. Governing Law and Jurisdiction

This agreement, and any non-contractual obligations arising from or connected with it, are governed by the laws of England and Wales. If you use the service in Scotland or Northern Ireland, any mandatory consumer protections or local legal requirements that apply in those jurisdictions will continue to apply where relevant. Nothing in these terms is intended to remove any rights you have under consumer law.

Any dispute arising out of or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. Before starting formal proceedings, both parties should try to resolve the matter in good faith by providing relevant information and allowing a reasonable opportunity to investigate and respond.

By booking with our Man with a Van Waterloo service, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. You also confirm that any person making the booking on your behalf has authority to do so and to accept these conditions for all goods, services, and charges relating to the arrangement.