These Terms and Conditions set out the basis on which Man And A Van Ruislip provides removal, delivery, transport, loading, unloading, and related moving services to customers. By making a booking, confirming a quotation, or accepting a service appointment, you agree to these terms. Please read them carefully before instructing us to carry out any work.

These terms apply to all man and a van services in Ruislip supplied to private customers, landlords, tenants, and businesses, unless we agree otherwise in writing. They are intended to be fair, transparent, and consistent with UK consumer law. Nothing in these terms affects your statutory rights.

In these conditions, references to “we”, “us”, and “our” mean the service provider operating under the name Man and a Van Ruislip, and references to “you” or “your” mean the person booking the service, the customer, or any authorised representative acting on the customer’s behalf.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted your request. A quotation may be provided based on the information you supply, including the size and type of items, access conditions, parking, number of floors, lifting requirements, packing needs, and distance to be travelled. If any of this information changes, the quote may also change.

When you request a man with a van in Ruislip service, you must provide accurate and complete details. This includes the pickup and delivery addresses, preferred date and time, an estimate of the volume or quantity of items, and any special instructions. If the job involves heavy, fragile, valuable, or unusually large items, you must tell us in advance so that we can decide whether the service is suitable and whether extra equipment or personnel are needed.

We reserve the right to refuse or withdraw a booking if the information supplied is misleading, incomplete, unsafe, unlawful, or outside the scope of the services we provide. Any arrival time given is an estimate and may be affected by traffic, weather, previous jobs, access issues, or events outside our reasonable control. While we always aim to be punctual, we do not guarantee arrival at a specific minute unless we expressly agree to a timed service in writing.

Once a booking is accepted, you are responsible for ensuring that someone is available at both the collection and delivery points, unless we have agreed otherwise. You must make sure that the premises are accessible, the items are ready to move, and any permits, parking permissions, or building permissions needed for the work are in place before the job starts.

If our team arrives and is unable to complete the service because access is restricted, there is no authorised person present, or the items differ materially from the description given, we may charge waiting time, wasted journey costs, or a cancellation fee where reasonable. Any additional work requested on the day may be accepted or refused at our discretion and may result in revised pricing.

2. Payments

Our prices may be based on hourly rates, fixed quotations, or a combination of both. Unless otherwise stated, quotations are based on the information provided at the time of booking and assume normal access conditions and reasonable loading times. If the actual job requires more time, more labour, different transport capacity, or additional services, the price may increase accordingly.

Payment terms will be confirmed at the time of booking. We may require a deposit, part payment, or full payment in advance. Any remaining balance must be paid on completion of the work unless we agree a different arrangement. We accept payment methods notified in advance, and all sums must be paid in full without deduction, set-off, or withholding, except where required by law.

You are responsible for any bank charges, failed payment fees, chargeback fees, or other costs caused by unsuccessful or reversed payments, unless the fault is ours. All prices are exclusive of any applicable taxes or statutory charges unless expressly stated otherwise. If an invoice is issued, it must be paid by the due date shown on the invoice.

Additional Charges

Additional charges may apply for waiting time, congestion caused by delays outside our control, difficult access, stairs, long carrying distances, dismantling or reassembly, packing materials, oversized items, storage, out-of-hours work, or changes to the original booking. Where possible, we will explain such charges before they are incurred, but in urgent or fast-moving circumstances we may need to proceed to protect the service schedule or avoid loss.

If you dispute any invoice or charge, you must tell us as soon as reasonably possible and provide full details of the issue. Undisputed amounts must still be paid on time. Any agreed refund or adjustment will be made in a reasonable timeframe and by the same or another suitable payment method, unless we agree otherwise.

3. Cancellations and Amendments

You may cancel or amend a booking by giving us notice in reasonable time. The amount payable on cancellation depends on how much notice is provided, whether costs have already been incurred, and whether we have reserved vehicles, staff, or equipment specifically for your job. Where a deposit has been paid, it may be retained in whole or in part to cover administration, loss of opportunity, or other genuine costs.

If you cancel shortly before the scheduled time, fail to attend, refuse to proceed without valid reason, or are not ready for the service to begin, we may charge a cancellation fee or the full booked amount where reasonable. If we have already started work, cancellation charges may reflect the time spent, fuel used, and any part of the service already completed.

We may also cancel or reschedule a booking if there are unsafe working conditions, extreme weather, vehicle failure, staff illness, legal restrictions, unpaid balances, or circumstances beyond our control. Where we cancel, we will normally offer an alternative time or a refund of any advance payment for unperformed work, but we are not liable for indirect loss arising from the cancellation unless required by law.

4. Liability and Customer Responsibilities

We will take reasonable care when handling your belongings and when carrying out man and van Ruislip work. However, you remain responsible for ensuring that all items are suitably packed, labelled, and fit for transport unless we have agreed to pack them. Fragile items, disassembled furniture, electronics, glass, artworks, and antiques should be protected with appropriate packaging and brought to our attention before loading.

We are not responsible for damage caused by poor packing, inherent weakness, normal wear and tear, or items that were already defective, unstable, or unsecured. We are also not liable for damage caused by hidden faults, inadequate instructions, or the customer’s failure to disclose important information. You should remove or secure loose parts, switch off appliances where needed, and ensure that doors, drawers, lids, and moving components are properly fastened.

Our liability for loss or damage is limited to the direct loss that is reasonably foreseeable and caused by our negligence or breach of contract. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot lawfully be limited under UK law.

Where we are responsible for proven loss or damage, we may choose to repair, replace, or compensate you up to the reasonable value of the affected item, taking into account age, condition, and depreciation. We may ask for photographs, proof of purchase, expert reports, or other evidence to assess any claim. Any claim must be made promptly and in any event within a reasonable period after the event giving rise to it.

We are not liable for loss of profit, loss of business, loss of opportunity, indirect loss, or consequential loss. If you ask us to transport items of unusually high value, you should arrange suitable insurance in advance and tell us the nature of the items before the service begins. Nothing in these terms prevents you from making a claim under any insurance policy you hold.

5. Waste, Disposal, and Regulatory Compliance

Where our service includes removal of unwanted items, you must clearly state whether goods are to be delivered, retained, donated, recycled, or disposed of. We do not accept responsibility for waste classification unless we have expressly agreed to do so. You must not ask us to carry, transport, or dispose of anything that is prohibited by law, unsafe, hazardous, or improperly packaged.

You are responsible for complying with waste regulations and ensuring that any waste transferred to us is lawfully described and presented. This includes, where relevant, separating general waste from restricted items, providing accurate information about batteries, electrical goods, paints, oils, chemicals, gas canisters, tyres, plasterboard, asbestos, clinical waste, or other controlled materials. If you are unsure whether an item can be handled, you must ask before the booking is confirmed.

If waste is collected as part of a man and a van service, we may require confirmation that you have lawful ownership or authority to dispose of the items. If any item is found to be hazardous, illegal, contaminated, or unsuitable for transport, we may refuse to move it, isolate it, or return it at your expense. Any fees, penalties, fines, or enforcement action arising from inaccurate descriptions, illegal disposal requests, or your failure to comply with applicable regulations will be your responsibility, except where caused solely by our wrongdoing.

6. Access, Health and Safety

You must ensure that the work area is reasonably safe and that access routes are clear. We may suspend or stop work if conditions present a risk to people, property, or vehicles. This includes risks from unsafe stairways, blocked hallways, poor lighting, aggressive animals, insufficient parking, hazardous materials, or aggressive or abusive behaviour.

Our staff may refuse to move items that they reasonably believe may cause injury or be damaged by being moved without proper equipment or assistance. If we need to adjust the scope of work for safety reasons, we will aim to discuss alternatives with you. You must follow any reasonable instructions given by our team in relation to lifting, routing, parking, or site safety.

Where there is a delay caused by access problems, waiting charges may apply if the delay is significant or if our vehicle or staff are kept beyond the scheduled time. You agree to indemnify us against losses arising from inaccurate instructions, failure to secure permissions, or the presence of dangerous items not disclosed in advance. This indemnity does not apply where the loss is caused by our negligence or breach of these terms.

7. Complaints and Claims

If you are unhappy with any aspect of the service, you should notify us as soon as possible so that we can investigate and, where appropriate, take corrective action. Please provide sufficient detail to identify the issue, including dates, times, and a description of the items or work involved. Delay in reporting a problem may make it harder to investigate, though it will not remove your statutory rights.

We will review complaints in a fair and reasonable way and may request supporting evidence. If a remedy is justified, we may offer repair, replacement, a partial refund, or another appropriate solution depending on the circumstances. Any settlement offered is without prejudice unless we expressly state otherwise. Our aim is to resolve matters efficiently and in line with applicable consumer standards.

8. Governing Law

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related booking will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply.

These terms may be updated from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will apply to that booking unless we agree a different version in writing. By using our service, you confirm that you have read, understood, and accepted these terms.