Terms and Conditions for Man And A Van Paddington
These Terms and Conditions set out the basis on which Man And A Van Paddington provides removal, transport, lifting, loading, unloading, and related service arrangements for residential and commercial customers. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not understood, the customer should review them carefully before confirming a service. For the purposes of these terms, references to we, us, and our mean the service provider, and references to you and your mean the customer or any person acting with the customer’s authority.
These terms apply to all standard jobs, including single-item transport, partial moves, full van services, furniture delivery, collection work, and similar assignments. They are intended to create clear expectations regarding booking, payment, cancellation, liability, and compliance with waste-related obligations. Nothing in these terms affects your statutory rights under UK law. Where a written quotation, booking note, or service specification includes additional conditions, those conditions shall apply alongside these terms unless they expressly conflict, in which case the written service-specific terms take priority for that booking.
A booking is only confirmed when the requested service has been accepted by us and, where applicable, any deposit or prepayment has been received. A request for a quote does not itself create a binding booking. All booking information must be accurate and complete, including collection and delivery addresses, access details, item descriptions, property conditions, and any special handling requirements. If the customer supplies incomplete, inaccurate, or misleading information, we may revise the quote, adjust the service, refuse additional work, or cancel the booking without liability for resulting delay or costs.
The booking process typically begins with an enquiry, followed by a quotation based on the information provided. Quotations may be given as an estimate or as a fixed price, depending on the nature of the job and the information available at the time. Estimates are based on reasonable assumptions and may change if the work differs from what was described. Fixed prices are only valid for the stated scope, time period, and service conditions. Any additional waiting time, access difficulty, extra items, dismantling, packing, parking charges, tolls, or special handling may be charged separately where they were not included in the original agreement.
When the booking is accepted, the customer must ensure someone with authority is available at the collection and delivery points if required. The customer is responsible for obtaining any permissions necessary for access, loading, parking, or building entry. We may ask for photos, item lists, dimensions, or other details before accepting work. If a customer requests changes after confirmation, we will assess whether those changes can reasonably be accommodated. We are not obliged to accept changes that materially alter the cost, duration, risk, or scope of the original arrangement. Confirmation may be given by message, email, written notice, or other recordable means.
We reserve the right to refuse or terminate a booking if the requested service involves prohibited goods, unsafe conditions, serious access problems, unlawful activity, or behaviour that poses a risk to staff, vehicles, or the public. This includes situations where items are excessively heavy, contaminated, unstable, improperly packed, or otherwise unsuitable for a standard van service. If we attend a job and the work cannot proceed because the customer has not disclosed material facts, we may charge a call-out fee, waiting fee, or cancellation fee where reasonable and lawful.
Payment terms will be explained at the time of booking or in the quotation. Unless otherwise agreed, payment is due in full on completion of the job, before unloading is finished, or at another agreed point depending on the nature of the service. We may require a deposit, part-payment, or full prepayment for certain bookings, including peak periods, large moves, or work involving subcontracted resources. Accepted payment methods may include card, bank transfer, cash, or other stated methods. We are not required to release goods until agreed payment has been received in cleared funds.
If payment is not made on time, we may charge reasonable administrative costs, late payment charges, and any additional costs we incur in recovering the debt, to the extent permitted by law. If the customer uses a company, agent, landlord, tenant, or third party to arrange the service, that person may remain responsible for payment unless we agree in writing that a different party is liable. All quoted prices are exclusive of any charges specifically stated as separate, and any applicable taxes will be handled in accordance with the relevant legal requirements. We may correct clerical or arithmetic errors in quotations or invoices.
For services that include waiting time or extended labour, we may record the start and finish times based on our driver’s or team’s log. If the customer is absent, late, or unable to provide access, waiting time may still be billed. Any dispute about payment should be raised promptly and in good faith. Disputes do not allow the customer to withhold undisputed amounts. We may suspend or refuse further work for customers with unpaid balances, and we may retain a lien or other lawful right over goods where applicable and permitted by law.
Cancellations must be made as soon as possible. If you cancel a booking after confirmation, we may charge a cancellation fee that reflects the time reserved, travel preparation, and any costs already incurred. The amount of any fee will depend on the notice given, the service type, and whether staff or vehicles have already been dispatched. If cancellation occurs very close to the scheduled time, or after arrival at the site, the full booking price may be payable where we have been unable to reallocate the slot. Any deposit paid may be retained to cover reasonable losses.
If we need to cancel or reschedule, we will aim to provide notice as early as reasonably practicable. Reasons may include vehicle breakdown, staff absence, adverse weather, road closures, unsafe conditions, non-payment, or events outside our control. Where possible, we may offer an alternative time or date. Our liability for cancellation is limited to refunding any amount paid for the unused service, unless the law requires otherwise. We are not responsible for indirect losses caused by cancellation, such as missed deadlines, missed moving arrangements, accommodation costs, or lost earnings.
Where the booking involves a timed arrival window, we will make reasonable efforts to attend within that window. However, traffic, weather, loading delays, prior job overruns, and operational issues may affect arrival times. Time estimates are not guaranteed unless expressly confirmed as a fixed appointment with no flexibility. Customers should not arrange demolition, handover, tenancy completion, or similar time-critical events without allowing sufficient contingency. If the customer fails to be present or fails to provide access, we may treat the booking as a late cancellation or wasted attendance depending on the circumstances.
Our liability is limited to losses caused directly by our negligence, breach of contract, or failure to use reasonable care and skill. We will not be responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time of booking, except where liability cannot lawfully be excluded. Customers should ensure items are suitably packed, protected, and prepared for transport unless we have specifically agreed to pack or wrap them. We are not liable for damage arising from pre-existing defects, poor packaging, unstable furniture, hidden weakness, or the ordinary risks of moving goods that were not properly prepared.
Where we handle fragile, valuable, or sentimental items, the customer must tell us in advance and, where appropriate, agree any additional protection or specialist handling. We are not liable for loss of cash, documents, jewellery, antiques, electronic data, or other high-value items unless we expressly accept responsibility in writing. If an item is damaged during transit due to our proven negligence, our liability may be limited to repair, replacement, or the fair market value of the item at the time of the loss, subject to any agreed cap and the limits allowed by law. Customers should retain evidence of value where relevant.
We are not responsible for delays or failures caused by events beyond our reasonable control, including extreme weather, accidents, road restrictions, strikes, government actions, fire, flood, public disorder, or mechanical failures not due to lack of maintenance. In such cases, our obligations may be suspended for the duration of the event, and we may rearrange the service or cancel it without liability for indirect loss. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
Customers must comply with all applicable waste regulations when booking removal, clearance, or disposal-related work. We do not act as an unlicensed waste operator unless expressly stated and appropriately authorised. Where goods are to be removed as waste, the customer must clearly identify what is to be taken, what is to be kept, and whether any items are subject to special disposal rules. The customer must not include hazardous materials, electricals requiring special treatment, liquids, chemicals, asbestos, clinical waste, gas cylinders, batteries, or any other prohibited item unless we have expressly agreed lawful handling in advance.
If items are presented as waste, the customer confirms they have the legal right to dispose of them and that they are not stolen, contaminated, or subject to third-party ownership claims. We may refuse to remove any item that could breach environmental law, health and safety requirements, or licensing conditions. If we are asked to transport waste, the customer may be required to provide accurate descriptions, separation details, or other information needed to ensure lawful disposal. Any disposal charges, landfill charges, treatment fees, or compliance costs may be added where relevant and where they were not included in the original quote.
Where applicable, waste transfer documentation, disposal records, or similar paperwork may be completed in accordance with legal requirements. The customer agrees to provide truthful information and to sign any lawful documentation needed to record the transfer or disposal of waste. We may decline a job if we believe the waste description is inaccurate or if the load could create environmental or regulatory risk. It is the customer’s responsibility to ensure that any items left for collection are the correct items and that no prohibited or hazardous materials are mixed in without prior written consent.
The customer is responsible for ensuring safe and reasonable access to the pickup and drop-off locations. This includes arranging permits, informing building management where required, clearing pathways, and securing pets or children so that work can be carried out safely. If lifting is required, the customer must disclose any stairs, narrow doors, lifts, low ceilings, parking restrictions, or other obstacles that may affect the service. We may charge extra if access conditions are materially different from those described at booking.
Any goods left in our care remain the customer’s responsibility unless and until the service has been completed, subject to these terms. The customer should inspect items promptly on delivery and notify us of any apparent damage or missing items as soon as reasonably possible. Acceptance of delivery does not remove the customer’s legal rights, but failure to notify us promptly may make it harder to investigate. If we store goods temporarily during the service, we will use reasonable care, but we do not provide general storage insurance unless separately agreed in writing.
We may use subcontractors, assistants, or replacement vehicles to fulfil a booking where necessary. Any such party will act under our direction or on our behalf, and these terms will still apply. We may assign or transfer our rights and obligations under these terms where lawful, but the customer may not transfer their rights without our written consent. If any part of these terms is found unenforceable, the remaining provisions will continue in full force. No failure to enforce a term on one occasion means we waive the right to enforce it later.
These terms, and any dispute or claim arising from them or in connection with them, 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 over any dispute, unless another court has mandatory jurisdiction under applicable law. If the customer is based elsewhere in the United Kingdom, nothing in this clause limits any mandatory consumer protections that may apply. The parties agree that any dispute should first be raised and dealt with in a reasonable manner before court proceedings are started.
We may update these service terms from time to time to reflect legal, operational, or administrative changes. The version in force at the time of booking will usually apply to that service, unless a newer version is agreed in writing. Continued use of our services after an update does not automatically alter confirmed bookings, but future bookings will be subject to the revised wording. Customers are encouraged to keep a copy of the terms that applied when their booking was made.
By confirming a booking with Man And A Van Paddington, the customer acknowledges that they have read, understood, and agreed to these terms and conditions. These provisions are intended to be fair, lawful, and practical for both parties, while supporting a clear and efficient moving service. Where the service involves a man and van arrangement, the customer understands that flexibility, accurate information, and timely communication are essential to successful completion. If there is any conflict between a quotation and these terms, the agreed written booking details will prevail only to the extent of the conflict.