Terms and Conditions

Man and Van Soho Service Terms and Conditions

These Terms and Conditions set out the basis on which Man and Van Soho provides man and van, removal, collection, delivery and associated services. By making a booking, using our services, or allowing our staff to access your property, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a booking.

1. Definitions

In these Terms and Conditions, the following words shall have the meanings set out below.

Customer means the person, firm or company who requests or purchases services from Man and Van Soho.

Services means any removal, relocation, collection, delivery, loading, unloading, packing, unpacking, or related services provided by Man and Van Soho.

Goods means the items, furniture, boxes, personal effects or other property that are the subject of the Services.

Vehicle means any van or other vehicle used by Man and Van Soho to provide the Services.

Booking means a confirmed request for Services made by the Customer and accepted by Man and Van Soho.

2. Scope of Services

Man and Van Soho provides man and van and removal services for domestic and commercial customers, including but not limited to local moves, small office moves, single-item or multiple-item collections and deliveries, and short distance transportation. The exact scope of the Services for each Booking will be as described in the quotation or booking confirmation provided to the Customer.

We reserve the right to refuse to undertake any work which, in our reasonable opinion, may pose a risk to health and safety, breach any relevant regulations, or involve prohibited items.

3. Booking Process

3.1 Booking request

Customers may request a quotation or make a booking by providing accurate and complete information about the collection and delivery addresses, access conditions, parking arrangements, dates and times, the nature and approximate volume or inventory of the Goods, and any special handling requirements.

3.2 Quotations

Any quotation provided is based on the information supplied at the time of enquiry. Quotations are not binding if the information supplied is incomplete, inaccurate, or changes prior to the Service date. We may revise the quotation or adjust charges on the day if the work varies significantly from that described by the Customer.

Unless stated otherwise, quotations are exclusive of tolls, parking charges, congestion or clean air zone charges, additional waiting times, additional flights of stairs, or unforeseen access issues. These may be charged in addition.

3.3 Confirmation

A Booking is only confirmed once we have accepted the request and communicated confirmation to the Customer. We may, at our discretion, require a deposit or prepayment to secure the Booking. Until confirmation is issued, proposed dates and times are subject to availability and may change.

3.4 Customer responsibilities at booking

The Customer is responsible for ensuring that:

a. All details provided at the time of booking are correct and complete.

b. Any restrictions, access limitations, parking issues, or special requirements are clearly disclosed.

c. Any Goods requiring special handling or protection are clearly identified.

If the Customer fails to provide accurate information, we may adjust the price, extend the time required, or, in extreme cases, decline to complete the work.

4. Payments and Charges

4.1 Rates

Charges may be based on hourly rates, fixed prices, or a combination of both, as confirmed at the time of booking. Hourly rates are typically subject to a minimum charge, and further time is usually charged in fixed increments.

4.2 Deposits and prepayments

We may require a deposit or full prepayment for certain bookings, such as peak-time moves, longer jobs, or larger removal work. The amount and due date for any deposit or prepayment will be confirmed to the Customer when booking.

4.3 Payment terms

Unless otherwise agreed in writing, all charges are payable immediately upon completion of the Services or, where required, prior to commencement. We reserve the right to withhold commencement or completion of work if payment terms are not met.

Payments must be made by a method accepted by Man and Van Soho at the time of service. We do not accept payment by cheque unless agreed in advance.

4.4 Additional charges

Additional charges may apply for:

a. Waiting time due to delays not caused by us, including waiting for keys or access.

b. Extra labour when the Customer has underestimated the level of assistance required.

c. Additional items or significantly greater volume than originally quoted.

d. Parking fees, penalties or fines incurred while following the Customer's instructions.

e. Congestion or clean air zone charges and tolls applicable to the route taken.

4.5 Overdue payments

Where payment terms are agreed in advance for account customers, any overdue amount may incur interest or administrative fees. We also reserve the right to retain Goods in our possession as security for any unpaid charges, to the extent permitted by law.

5. Cancellations and Changes

5.1 Customer cancellations

If the Customer wishes to cancel or reschedule a Booking, they must notify us as early as possible. Our cancellation terms are as follows unless otherwise stated in writing:

a. Cancellation more than 48 hours before the scheduled start time may incur no charge or a minimal administration fee.

b. Cancellation within 24 to 48 hours of the scheduled start time may result in loss of deposit or a percentage of the quoted price.

c. Cancellation within 24 hours of the scheduled start time, or failure to be present or provide access, may be charged up to the full quoted amount.

5.2 Changes in date or time

Requests to change the date, time, or scope of a Booking are subject to availability and may result in a revised quotation. If we cannot accommodate the requested change and the Customer cancels, the cancellation terms in this section will apply.

5.3 Cancellations by Man and Van Soho

In rare circumstances, we may need to cancel or postpone a Booking, for example due to vehicle breakdown, staff illness, severe weather, or other events beyond our control. We will notify the Customer as soon as reasonably practicable and offer to reschedule. Our liability in such cases is limited to the return of any deposit or prepayment received for the affected Booking, and we shall not be liable for any consequential loss.

6. Access, Parking and Customer Responsibilities

The Customer is responsible for ensuring that:

a. Suitable access is available for the Vehicle at both collection and delivery addresses.

b. Any necessary parking permissions, permits or bay suspensions are arranged in advance.

c. All Goods are ready to be moved at the agreed start time, unless packing or dismantling Services have been agreed.

d. Someone authorised is present to oversee the work, provide instructions, and sign any documents.

If suitable access or parking is not available, or if delays occur due to issues within the Customer's control, additional charges may apply and we may not be able to complete the work as planned.

7. Packing, Loading and Customer Preparation

Unless otherwise agreed, the Customer is responsible for packing and preparing Goods for transport, including adequate wrapping, boxing and labelling. Fragile or high-value items must be properly protected.

If we have agreed to provide packing or dismantling services, we will use reasonable care and skill in performing those tasks. However, the Customer remains responsible for ensuring that any essential documentation, valuables, money, jewellery, or important data are removed and kept in their own custody.

The Customer must ensure that large items such as wardrobes, beds, or appliances are ready to move and, where necessary, disconnected or dismantled in advance, unless we have expressly agreed to carry out such work.

8. Exclusions and Prohibited Items

We do not carry or handle the following items:

a. Illegal goods, stolen items, or items that may not be legally transported.

b. Explosives, firearms, ammunition, or hazardous substances such as chemicals, gases, or flammable liquids.

c. Perishable goods requiring temperature-controlled environments.

d. Live animals, pets or plants that may be damaged during transport.

e. Any other items that we reasonably consider unsafe or inappropriate for transport.

If such items are included without our knowledge, they are moved at the Customer's sole risk and we may remove or dispose of them in accordance with applicable law. The Customer shall indemnify us against any claims or losses arising from the inclusion of prohibited items.

9. Liability and Insurance

9.1 Standard liability

We will exercise reasonable care and skill in handling, loading, transporting and unloading Goods. Our liability for loss of or damage to Goods while in our custody is limited to a reasonable amount per item or per consignment, subject to any applicable exclusions and conditions.

9.2 Customer's duty to inspect

The Customer or their authorised representative must inspect the Goods as soon as reasonably practicable upon completion of the Services. Any visible loss or damage must be reported to us on the day of service. Claims for loss or damage that are apparent on delivery and are not reported promptly may not be accepted.

9.3 Exclusions of liability

We shall not be liable for:

a. Loss or damage arising from acts or omissions of the Customer or third parties.

b. Damage to items that were not adequately packed by the Customer where packing was not provided by us.

c. Damage caused by inherent defects, pre-existing damage, wear and tear, or the natural deterioration of Goods.

d. Electrical or mechanical derangement of appliances, computers, or other devices unless visible physical damage was caused by our negligence.

e. Loss of data, digital content, or intangible assets.

f. Any loss or damage where the value of the Goods has not been disclosed or is disproportionate to our charges.

9.4 Indirect and consequential loss

We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or inconvenience arising from delay, failure to perform, or damage to Goods, except where such limitation is prohibited by law.

9.5 Time limits for claims

Any claim against us must be made in writing within a reasonable time and, in any event, no later than 7 days from the date on which the Services were completed or should have been completed.

10. Waste, Disposal and Environmental Regulations

10.1 Waste carrier obligations

Where we agree to remove unwanted items or waste, we will do so in accordance with applicable waste and environmental regulations. Certain items may require special handling or disposal, which may incur additional charges.

10.2 Customer responsibilities for waste

The Customer must clearly identify items intended for disposal or recycling and ensure that no valuable items are mixed with waste. We accept no liability for items that are disposed of where the Customer has not clearly distinguished them from general waste.

10.3 Prohibited waste

We do not remove or dispose of hazardous or regulated waste, including but not limited to asbestos, clinical waste, chemicals, oils, gas bottles, or any other materials which require specialist disposal. The Customer is responsible for engaging appropriate licensed contractors for such materials.

10.4 Fly-tipping and illegal disposal

We are committed to lawful and responsible waste management. We will not engage in fly-tipping or any unlawful disposal. The Customer must not request or encourage any form of illegal dumping. Any such request may result in immediate termination of the Services without refund and may be reported to the relevant authorities.

11. Delays and Events Beyond Our Control

While we will make reasonable efforts to adhere to agreed dates and times, arrival and completion times are estimates only and may be affected by traffic, weather, vehicle issues, or other circumstances beyond our control.

We shall not be liable for delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to accidents, road closures, strikes, adverse weather, or acts of government. In such cases, we will endeavour to rearrange the Services at the earliest mutually convenient time.

12. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our Services, you should raise the issue as soon as possible with the team on site so that we have an opportunity to address the concern. If the matter is not resolved, you may submit a complaint in writing providing full details of the Booking, the issues experienced, and any loss or damage claimed.

We will review complaints in good faith and respond within a reasonable time. Both parties agree to attempt to resolve disputes amicably before considering formal legal action.

13. Privacy and Data Protection

We may collect and process personal information relating to the Customer and their representatives for the purpose of providing quotations, managing Bookings, delivering the Services, and handling payments and queries. We will handle such information in accordance with applicable data protection laws and only retain it for as long as is necessary for these purposes or as required by law.

14. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to that Booking. Any material changes to key terms will be highlighted to Customers where reasonably practical.

15. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that 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 the Services provided by Man and Van Soho.

By confirming a Booking or using our Services, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.