Terms and Conditions for Man With Van Soho

These Terms and Conditions set out the basis on which Man With Van Soho provides removals, transport, and related services to customers in the UK. By making a booking, confirming a quote, or instructing us to carry out a service, you agree to be bound by these terms. Please read them carefully before proceeding. If any part of these terms is unclear, you should review them fully before confirming a booking.

The terms apply to domestic and commercial jobs, including single-item moves, furniture transport, loading and unloading assistance, and similar van-based services. They are intended to create a clear agreement between the customer and the service provider, with a focus on fairness, safety, and lawful operation. These terms do not affect any rights you may have under applicable consumer law.

For the purposes of these terms, references to ???we??�, ???us??�, and ???our??� mean the service provider operating under the name Man With Van Soho, and references to ???you??� or ???the customer??� mean the person or business requesting the service.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made through any agreed method of communication, and the details provided by you must be accurate and complete. This includes the collection address, delivery address, access information, item descriptions, and any special handling requirements. If the information changes after booking, you must notify us promptly so that we can assess whether the service remains suitable.

We may provide an estimate or quotation based on the information available at the time. Unless expressly stated otherwise, quotations are based on the expected time, labour, route, and vehicle requirements. If the actual service differs from the original information because of inaccessible premises, additional items, delays, parking restrictions, unsafe loading conditions, or any other material change, we reserve the right to revise the charge accordingly. Any significant variation will be explained where reasonably possible before additional work proceeds.

2. Customer Responsibilities

You are responsible for ensuring that all items are ready for collection at the agreed time and that the premises are accessible. This includes arranging parking permissions, lift access, keys, entry codes, and any necessary building approvals unless we have expressly agreed to obtain them. You must also ensure that items are appropriately packed and protected unless packing services have been agreed in writing. Fragile, valuable, and prohibited items should be disclosed in advance.

We reserve the right to refuse to move items that are unsafe, unlawful, inadequately packed, or likely to cause damage to property, persons, or the vehicle. If the job cannot proceed because of inaccurate information or the customer???s failure to prepare properly, waiting time, failed attendance, or aborted travel may still be charged. If you request us to delay, divert, or reattempt a collection or delivery, additional charges may apply.

It is your responsibility to check that all goods listed for transport are included before the vehicle departs. We are not liable for items left behind where the customer or their representative has not completed a final check, unless loss or omission results directly from our proven negligence.

3. Payments and Charges

Payment terms will be confirmed at the time of booking or before the service begins. Unless otherwise agreed, payment is due in full upon completion of the job, and we may require a deposit or advance payment to secure the booking. We accept payment methods as agreed in advance, and all charges are stated in pounds sterling. Prices may be quoted as fixed fees, hourly rates, or a combination of both, depending on the type of work.

Where an hourly rate applies, charging normally begins at the agreed start time or when our vehicle and staff are dispatched, depending on the booking arrangement. Waiting time caused by delays beyond our control, including customer lateness, building access issues, or traffic restrictions at the collection or delivery point, may be chargeable. Any congestion charges, parking fees, tolls, permits, or similar external costs incurred in the course of the service may also be charged to you if not expressly included in the quote.

All invoices must be paid without deduction, counterclaim, or set-off unless required by law. If payment is not received on time, we may suspend further work, withhold delivery where lawful, or charge reasonable recovery costs and interest in accordance with applicable legislation.

4. Cancellations, Amendments, and Delays

You may cancel or amend a booking by giving notice as soon as possible. Cancellations made within an agreed notice period may not attract a charge, but late cancellations or same-day changes may result in a cancellation fee to cover reserved time, planning, and vehicle allocation. If a deposit has been paid, it may be retained in whole or in part where permitted and where we have incurred costs or lost the opportunity to accept other work.

We may cancel or reschedule a booking if we are unable to perform the service due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, accident, legal restrictions, staff illness, unsafe conditions, or inability to access the site. If this happens, we will aim to rearrange the service at a mutually suitable time. Our liability for cancellation in such circumstances is limited to a refund of amounts paid for the unavailable service, unless otherwise required by law.

Where a delay occurs, we will make reasonable efforts to keep you informed. However, traffic, loading complications, or factors outside our control may affect the scheduled timing. Time estimates are provided in good faith but are not guaranteed unless expressly stated in a written agreement. We are not responsible for missed deadlines, appointments, or consequential losses resulting from delays that are not caused by our negligence.

5. Liability and Property Care

We will exercise reasonable care and skill in providing the service. However, our liability is limited to direct loss or damage caused by our negligence, breach of contract, or failure to perform the service with reasonable care and skill. We are not liable for pre-existing damage, ordinary wear and tear, inherent defects, or damage caused by inadequate packing, overloading, unstable stacking, or customer instructions contrary to our advice.

Unless agreed in writing, we do not undertake specialist disassembly, reassembly, electrical reconnection, plumbing, or handling of hazardous materials. If you ask us to move items that require special handling, you must disclose this in advance. Any instructions you give that reduce safety standards or create a foreseeable risk may be refused. Where we accept a task at your request, you acknowledge that some items may be more vulnerable to damage during removal and transit.

Our total liability for any claim arising from the service, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where such limitation is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

6. Insurance and Claims

We may carry appropriate insurance for the nature of the work undertaken, but insurance does not replace your own responsibility to protect goods adequately and disclose relevant risks. High-value, rare, sentimental, or fragile items should be reported before the service begins, and additional cover or special arrangements may be required. If you do not notify us of unusual value or sensitivity, any claim may be limited accordingly.

If you believe that loss or damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service is completed. Claims should include sufficient details to allow us to investigate, including the date, nature of the issue, and relevant supporting evidence. We may require inspection of the item, photographs, proof of value, or other information before considering any claim.

We will not be responsible for loss of profit, business interruption, missed opportunities, or indirect or consequential losses. Where goods are transported on behalf of a business customer, the same limitation applies to the fullest extent permitted by law. Any claim must be brought promptly and must not exceed the limits set out in these terms.

7. Waste, Disposal, and Environmental Compliance

Where the service involves removal of unwanted items, packaging, or household or commercial waste, it is your responsibility to ensure that the items are described accurately and are legally capable of being collected, transported, or disposed of. We will only handle waste in accordance with applicable UK waste regulations and licensing requirements. We will not knowingly transport or dispose of waste unlawfully.

You must not present hazardous waste, clinical waste, asbestos, chemicals, paint, gas cylinders, batteries, oils, electrical items requiring specialist handling, or any other regulated material unless we have expressly agreed in writing and are legally permitted to manage it. If prohibited or undeclared waste is found among the items, we may refuse collection, separate the items at your cost, return them, or charge for additional compliance steps as required by law.

Any waste removed as part of the service may be taken to licensed facilities, transferred to authorised handlers, or otherwise managed in line with environmental and duty-of-care obligations. You agree to provide accurate information about the nature and origin of waste and to cooperate with any lawful documentation requirements.

8. Customer Conduct and Safety

We expect all customers, occupants, and representatives to behave respectfully and to cooperate with reasonable safety instructions. We may suspend or stop the service if we encounter abuse, aggression, unsafe conditions, intoxication, structural hazards, or unreasonable interference with our staff or equipment. Any resulting delay or termination may still be chargeable where the issue is caused by the customer or persons associated with the booking.

Children, pets, and unauthorised persons should be kept away from loading areas and moving equipment. You must ensure that floors, stairways, and access routes are reasonably clear and safe for use. If we believe the service cannot be carried out without unreasonable risk, we may ask for changes to the site conditions or decline to proceed until the risk is reduced.

Any items that are illegal to possess, transport, or deliver will not be handled. If a booking involves misleading instructions, unlawful goods, or any activity that could expose us to legal liability, we may terminate the service immediately and report the matter to the appropriate authorities where necessary.

9. Complaints and Dispute Handling

If you have a concern about the service, you should raise it promptly so that we can investigate and, where appropriate, take corrective action. Providing clear details at an early stage helps us review the matter fairly. We may request supporting evidence and may ask to inspect the relevant goods, route, or site conditions before reaching a decision.

Both parties agree to act in good faith and to try to resolve disputes amicably before beginning formal proceedings. If a complaint cannot be resolved informally, the matter may be pursued through the appropriate legal channels. Nothing in this section prevents either party from seeking urgent relief where necessary to protect legal rights.

Any attempt to withhold payment because of an unrelated complaint is not permitted unless the law requires otherwise. If a partial refund or adjustment is agreed, it will be treated as a goodwill or contractual resolution and will not automatically imply liability for any wider claim.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Nothing in these terms is intended to limit your statutory rights as a consumer where applicable. If you are contracting as a business customer, additional commercial law protections may apply, but the limitations and exclusions set out above will apply to the fullest extent permitted by law. By continuing with the booking, you confirm that you have read, understood, and accepted these terms.