Terms and Conditions for Man and Van Soho Services

These Terms and Conditions set out the basis on which Man and Van Soho provides removal, transport, delivery, clearance, and related labour services in the UK. By making a booking, confirming a quote, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order. They are intended to create a clear, fair, and practical framework for both parties and to explain how our man and van Soho service operates from booking through completion.

In these terms, references to “we”, “us”, “our”, and “the company” mean Man and Van Soho. References to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to domestic and commercial jobs, including single-item transport, furniture moves, office relocation support, loading and unloading assistance, and local or nationwide journeys arranged through our Man and Van Soho service.

These terms are designed to supplement, and not replace, any written quotation, booking confirmation, or specific service agreement issued for a particular job. If there is any conflict between these Terms and Conditions and a written booking confirmation, the written confirmation will take priority only for the points it specifically changes. All other provisions remain in force.

1. Booking process

Bookings may be made by providing the details of the required service, including pickup and delivery locations, preferred date, time window, access conditions, item descriptions, and any special handling needs. A quotation may be provided based on the information supplied. If the details later change, the quotation may also change to reflect the revised scope, distance, labour, waiting time, or vehicle requirements. A booking is not guaranteed until it has been accepted by us and confirmed to you. Confirmation may be given verbally, in writing, or through an electronic booking process.

It is your responsibility to ensure that all information provided is accurate and complete. This includes the number and type of items, presence of stairs or lifts, parking restrictions, loading access, and any risks that may affect the work. If our team arrives and the actual work differs significantly from what was described, we may either adjust the price, amend the service, or, where necessary, decline to proceed. The customer must ensure that any property, item, or route involved in the job can be safely handled by a standard man and van Soho operation unless a bespoke arrangement has been agreed in advance.

2. Service standards and customer obligations

We will use reasonable care and skill in carrying out the booked work. However, the service depends on practical conditions at the time of attendance, including access, weather, traffic, and the availability of the customer or an authorised representative. You must ensure that someone is present, or otherwise available, to give instructions, approve loading decisions, and accept delivery unless alternative arrangements have been confirmed. Delays caused by missed appointments, restricted access, incorrect addresses, unsafe loading areas, or the absence of necessary instructions may result in additional charges.

Customers must ensure that items are ready for collection and appropriately packed, unless packing has been expressly included in the service. We are not responsible for poor packing, unstable stacking, or items that are already defective unless damage is directly caused by our negligence. When moving fragile, valuable, or unusual items, you should tell us in advance so that appropriate handling measures can be considered. We may refuse to move items that are unsafe, illegally held, excessively heavy without proper assistance, or likely to cause harm to people or property.

3. Payments and charges

Charges will be based on the agreed quotation, the confirmed hourly rate, fixed price, or other pricing structure communicated at the time of booking. Unless stated otherwise, prices may include labour, fuel, vehicle use, and standard equipment, but may exclude parking fees, congestion-related charges, tolls, waiting time, special packaging materials, disposal costs, or additional manpower. Any such extra costs will be explained where reasonably possible before they are incurred. For Man and Van Soho services involving variable conditions, the final amount payable may differ from the initial estimate if the job extends beyond the agreed assumptions.

Payment terms will be stated in the booking confirmation or invoice. In most cases, payment is due on completion of the service unless a deposit, advance payment, or business account arrangement has been agreed. We may request part or full payment before the job begins, particularly for high-value work, out-of-hours attendance, long-distance routes, or waste removal jobs. If payment is not made on time, we reserve the right to charge reasonable late-payment costs, suspend future services, or recover the debt through lawful means. Any bank fees or card processing costs that arise because a payment is reversed or fails may also be charged to you.

Where the customer is a business, any invoice must be paid within the time stated on the invoice. We may charge interest on overdue sums at the statutory rate where permitted by law. Title to any goods sold by us, if applicable, does not pass until full payment is received. A receipt or invoice issued by us will normally be regarded as proof of the completed transaction unless there is clear evidence to the contrary.

4. Cancellations, postponements, and waiting time

You may cancel or reschedule a booking, but the amount of any charge or refund will depend on the notice given and on any costs already incurred. If you cancel with sufficient notice before the scheduled arrival time, we may refund any amount already paid, less any non-recoverable administration or reservation costs. If cancellation is made at short notice, after our team has been dispatched, or once work has started, you may be charged a cancellation fee or the full agreed price where appropriate. This reflects the fact that time, labour, and vehicle resources are reserved specifically for your man and van Soho booking.

If we must cancel or postpone due to circumstances beyond our reasonable control, we will aim to offer an alternative time or a refund of sums paid for services not yet provided. We are not responsible for losses arising from traffic disruption, severe weather, vehicle breakdown, road closures, strikes, public authority restrictions, or other events outside our control, provided we have acted reasonably. If you are not ready when we arrive, or if access is delayed, waiting time may be charged at the applicable rate. If the wait becomes unreasonable, we may leave the site and treat the booking as cancelled by the customer.

5. Liability and limitations

We accept liability for direct loss or damage caused by our negligence, subject to the limitations set out in these terms and to any rights you may have under UK consumer law that cannot be excluded. Our responsibility is limited to the value of the relevant service or, where applicable, the reasonable repair or replacement value of items directly damaged by our proven fault. We do not accept liability for indirect, consequential, or economic losses such as loss of profit, loss of business, or missed deadlines unless required by law.

We are not responsible for pre-existing defects, wear and tear, hidden damage, or items that are inadequately packed or unsuitable for transport. Customers are expected to remove or protect loose parts, detachable fittings, and items that could be harmed by normal handling. Unless otherwise agreed in writing, we do not provide insurance for the full market value of goods, and customers should arrange their own cover where needed. Any claim for loss or damage should be notified to us as soon as reasonably possible and in any event within a reasonable period after delivery or discovery of the issue.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where our team is asked to move items through restricted or difficult access, you accept that reasonable care will be taken, but some risk is inherent in the work. We may decline to lift, carry, or position items where the risk to people or property is unacceptable. In such cases, the customer remains responsible for ensuring the item can be moved safely using suitable arrangements.

6. Waste regulations and disposal services

Where our service includes the removal, transport, or disposal of waste, the customer must ensure that the waste is correctly described and lawfully presented for collection. We will not transport hazardous, prohibited, or unlawful materials unless we have expressly agreed in writing to do so and have the necessary permissions. It is your responsibility to disclose items that may fall within controlled waste categories, including electrical equipment, fridges, mattresses, paint, chemicals, plasterboard, garden waste, or other regulated materials. We reserve the right to refuse any waste that is unsafe, poorly sorted, or inconsistent with the information provided.

All waste handling will be carried out in line with applicable UK waste regulations, including the duty of care requirements that apply to both parties. The customer must take reasonable steps to ensure waste is transferred only to a properly authorised carrier and, where relevant, to a licensed disposal facility. If documentation such as a waste transfer note, description of contents, or proof of lawful origin is required, you must cooperate in providing it. We may issue receipts or records for waste services where appropriate, and these should be retained by the customer for their own compliance records.

For any Man and Van Soho waste collection, the customer confirms that they have the right to dispose of the waste and that it does not contain hidden dangerous items. If undeclared hazardous materials are discovered, we may suspend the job, remove only the safe and lawful portion, or hand the matter over to the relevant authorities where required. Any additional costs arising from misdescription, segregation, extra disposal charges, or contamination will be payable by the customer. We are not responsible for fines, penalties, or compliance failures caused by incorrect information supplied by the customer.

7. Customer property, access, and site conditions

You must ensure safe access to the premises, loading point, and delivery destination. This includes arranging parking where needed, ensuring keys or entry permissions are available, and telling us about narrow entrances, staircases, low ceilings, soft ground, or other access limitations. If the route or site condition poses a safety issue, we may stop work until the issue is resolved or, if necessary, withdraw from the job. Any resulting delay or extra labour may be charged. Where our team assists with loading or unloading, you remain responsible for the suitability and legality of the items being moved.

8. Governing law and dispute handling

These Terms and Conditions, and any dispute or claim arising from them or the services provided by Man and Van Soho, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless consumer law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force. No waiver of any right or remedy will operate as a continuing waiver unless confirmed in writing.

We aim to resolve concerns fairly and promptly. If there is a disagreement about a booking, invoice, damage claim, or cancellation charge, the parties should first seek to resolve the matter in good faith using the information available at the time. Any delay in enforcing a right does not prevent that right from being enforced later. These terms are intended to apply to the fullest extent permitted by law and to support a clear, professional man and van Soho service for all customers.