Hounslow Man And Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Hounslow Man And Van provides removal, transport, loading, unloading, and related moving services in the UK. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms apply to all standard man and van services, including household moves, office relocations, student moves, item collection, single-item transport, and other agreed moving services. They are intended to create clarity about the booking process, payments, cancellations, liability, waste handling, and the legal framework that governs the service.

In these terms, “we”, “us”, and “our” refer to Hounslow Man And Van, and “you” or “the customer” refers to the person making the booking or receiving the service. Any quotation, estimate, booking confirmation, or written agreement must be read together with these terms. If there is any conflict between a quotation and these terms, the specific written agreement will apply only to the extent that it clearly states otherwise. Nothing in these terms affects your statutory rights as a consumer.

We may update these terms from time to time to reflect changes in law, business practice, or service scope. The version that applies to your booking is the version in force at the time the booking is confirmed. It is the customer’s responsibility to review the terms before confirming a booking. Continued use of our man and van service after any changes means acceptance of the updated terms.

Booking Process

A booking is only confirmed when we have accepted your request and provided written confirmation, which may be sent by email, message, or other agreed method. A quotation is usually based on the information supplied by the customer, including the collection and delivery points, access conditions, number of items, expected load size, timing, and any additional requirements. The customer must ensure that all information provided is complete, accurate, and up to date.

If the actual job differs from the details supplied at the time of booking, we may revise the price, timing, vehicle size, staffing, or scope of work. This includes situations where access is restricted, the load is heavier than described, parking is unavailable, the property layout is more difficult than expected, or extra handling is required. We reserve the right to decline or amend a booking if, in our reasonable opinion, the service requested cannot be completed safely, lawfully, or within the agreed timeframe.

We may ask for photographs, item lists, floor details, lift information, parking arrangements, or other operational information before confirming a booking. For larger or more complex moves, a deposit or advance payment may be required. The customer must be available at the agreed time and ensure that items are ready for loading unless a specific packing or preparation service has been agreed separately.

Service Scope and Customer Responsibilities

Our Hounslow man and van service is a transport and handling service only unless additional services have been expressly agreed in writing. We may provide loading, unloading, carrying, and basic placement of items, but we do not normally dismantle furniture, reassemble items, disconnect appliances, or handle specialist fitting unless agreed in advance. Any such additional work is subject to availability, feasibility, and extra charges.

The customer is responsible for ensuring that items are properly packed, labelled, and suitable for transport. Fragile, valuable, or irreplaceable items should be packed securely and disclosed in advance. The customer must also ensure that prohibited or hazardous goods are not included in the consignment unless we have specifically agreed to carry them and such carriage is lawful. We may refuse to move items that are unsafe, illegal, contaminated, excessively heavy for one person to handle, or likely to cause damage to property, vehicles, or persons.

Where the customer asks us to move items from premises with tight access, stair-only access, narrow corridors, or difficult parking conditions, the customer must inform us in advance. Delays caused by lack of access, security delays, building restrictions, or incomplete information may result in additional charges. If a service is delayed or cannot proceed because the customer is not present, not prepared, or unable to provide access, we may charge waiting time, a reattendance fee, or a cancellation fee as appropriate.

Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service on the same day. We may require a deposit to secure a booking, especially for peak periods, large jobs, or repeat appointments. Accepted payment methods may include bank transfer, card payment, or cash, subject to availability and prior agreement. Any deposit paid may be non-refundable in circumstances described in the cancellation section below.

Our quotation may be based on hourly rates, fixed fees, or a combination of both. If the job takes longer than expected because of customer-related delays, poor access, additional items, extended loading times, or changes to the agreed service, extra charges may apply. Charges may also apply for parking costs, congestion charges, tolls, ferry fees, waiting time, or additional labour requested on the day. Any such costs should be disclosed where reasonably possible and may be added to the final invoice.

Invoices must be paid in full by the time stated in the invoice or booking confirmation. If a payment is declined, reversed, or delayed, we may suspend future services until the account is settled. Late payment may result in administrative charges and interest where permitted by law. The customer remains responsible for payment even if a third party arranged the booking, unless we have expressly agreed in writing to look solely to that third party for payment.

Cancellations, Amendments, and No-Shows

The customer may cancel or amend a booking by giving reasonable notice. If cancellation occurs shortly before the agreed time, we may retain all or part of any deposit and may charge a cancellation fee to cover scheduling loss, travel preparation, and administration. The level of any fee will be reasonable and proportionate to the timing of the cancellation and the work already undertaken.

If the customer wishes to reschedule, we will try to accommodate the request, but availability cannot be guaranteed. A rescheduled booking may be treated as a new booking if the original slot cannot be retained. If we arrive at the agreed time and are unable to complete the job because the customer is absent, uncontactable, unprepared, or refuses to proceed, we may charge a no-show fee or a call-out charge. Where a deposit was paid, it may be applied against our loss.

We may cancel or postpone a booking if the vehicle becomes unavailable, if weather conditions create a safety risk, if an event outside our control affects performance, or if the customer fails to provide accurate information. In such cases we will seek to offer an alternative time or refund any amount paid for services not provided, subject to any lawful deduction for work already carried out or costs already incurred.

Liability and Damage

We will take reasonable care when providing the man and van service, but our liability is limited to the extent permitted by UK law. We are not responsible for loss or damage caused by events outside our control, including poor packing by the customer, pre-existing defects, inherent weakness in furniture, concealed damage, unsecured items, or items not suitable for transport. The customer should consider arranging their own insurance for valuable or fragile goods.

If we are responsible for direct physical damage to property caused by our negligence while performing the service, we may, at our discretion and where appropriate, repair, replace, or pay compensation up to the reasonable proven value of the damage, subject to any contractual limits permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded.

The customer must notify us of any alleged damage or loss as soon as reasonably possible and in any event within a reasonable period after completion of the job. Where a claim is made, the customer should provide clear details, supporting photographs if available, and evidence of value or repair cost. We may inspect the item or property before any settlement is agreed. Failure to report a claim promptly may affect our ability to investigate and may reduce or prevent recovery.

Waste, Disposal, and Environmental Regulations

We may carry waste only where this has been expressly agreed and where the disposal arrangement complies with applicable law. The customer must not assume that unwanted items may be left with us unless a waste collection or disposal service has been booked. For any removal involving waste, the customer must accurately describe the nature of the waste, including whether it is general household waste, bulky waste, electrical items, furniture, or materials requiring special handling. We may refuse any load that is unlawful, hazardous, contaminated, or improperly described.

Both parties must comply with UK waste regulations, including duties relating to lawful transfer, transport, and disposal. Where required, waste must be transferred only to an authorised facility or handled by an appropriately licensed waste carrier. The customer may be asked to separate recyclable items, disclose electrical equipment, and confirm whether the load contains restricted materials. If a customer asks us to dispose of items unlawfully or without proper authorisation, we will refuse the request and may cancel the booking without liability.

If waste is discovered among goods booked for transport and this was not disclosed in advance, we may charge additional fees or decline to carry the items. The customer remains responsible for the legal classification of items they ask us to remove. Any penalty, enforcement action, or cost arising from inaccurate description, unlawful disposal instructions, or prohibited waste presented by the customer may be passed on to the customer to the extent permitted by law.

Delays, Access, and Force Majeure

We will make reasonable efforts to attend on time, but arrival times are estimates and may be affected by traffic, weather, road closures, vehicle breakdown, staffing issues, or events outside our control. Where possible, we will update the customer about significant delays. We are not liable for delay or failure to perform caused by force majeure events, which may include severe weather, accidents, strikes, civil disorder, fire, flood, or government restrictions.

The customer must ensure suitable access for parking, loading, and unloading. If parking permits, vehicle access, or building entry permissions are required, it is the customer’s responsibility to arrange them unless we have expressly agreed otherwise. Any fines, penalties, clamp charges, or enforcement costs arising from the customer’s failure to arrange access properly remain the customer’s responsibility.

If a move is interrupted because of weather, safety concerns, or circumstances making completion impractical, we may pause the service, reschedule, or amend the scope. Additional time, return visits, or storage arrangements, if agreed, may be charged separately. We will always act reasonably and in good faith when deciding how to proceed.

Claims, Complaints, and Data

Any complaint should be raised promptly so that we can investigate and, where appropriate, resolve the issue. We aim to handle disputes in a fair and practical manner. If a complaint relates to payment, damage, delay, or service quality, the customer should provide full details and any relevant evidence. We may request further information before considering any refund, adjustment, or claim settlement.

We may retain records relating to bookings, payments, communications, and claims for business, legal, and tax purposes. Personal data will be handled in accordance with applicable UK data protection law. We use customer information only for legitimate operational purposes connected with delivering the service, managing bookings, processing payments, and handling disputes, unless we are required to disclose information by law.

No waiver by us of any breach or failure by the customer shall operate as a waiver of any later breach. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. The headings in these terms are for convenience only and do not affect interpretation.

Governing Law

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled to bring proceedings in another part of the UK under mandatory consumer protection rules.

By booking with Hounslow Man And Van, the customer confirms that they have the legal capacity to enter into a contract and that all information supplied is accurate to the best of their knowledge. These terms are intended to provide a fair balance between the customer’s rights and our obligations, while allowing the service to be delivered safely, efficiently, and in line with legal requirements.

These Hounslow man and van terms complete the agreement between the parties for the service booked, unless a separate written contract has been signed. Any special terms agreed in writing will apply only to the specific matter they address. For all other issues, these terms remain in force and shall be interpreted in a practical manner consistent with their purpose.