Twickenham Man And Van Terms and Conditions

These terms and conditions set out the basis on which Twickenham Man And Van provides moving, lifting, loading, unloading, and related transport services to residential and business customers. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to protect both the customer and the company by making the service arrangement, payment responsibilities, and operational limits clear from the outset.

For the purposes of these terms, references to “we,” “us,” and “our” mean Twickenham Man And Van, and references to “you” and “your” mean the customer, client, or person authorised to place the booking. These terms apply to all standard removals, man and van transport, item collection, deliveries, furniture movement, and any associated labour agreed in advance. Any special requests must be confirmed before the job begins, because additional services are not automatically included in the original price.

We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking, unless a later written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights under UK law.

All bookings are subject to availability and acceptance by us. A quote may be provided verbally, by message, or in writing, but it becomes binding only when we confirm the job details and allocate a time slot or vehicle. You must ensure that the booking information is accurate, including the collection and delivery addresses, item descriptions, access conditions, parking restrictions, floor levels, and any heavy, fragile, or awkward items that may need extra handling. If the information supplied is incomplete or inaccurate, the price, crew size, vehicle type, or timing may need to change.

To secure a booking, we may require a deposit, advance payment, or written confirmation depending on the size and nature of the job. Unless otherwise agreed, the customer must be available at the start time or have a nominated person present with authority to make decisions on the day. If no one is available, we may treat the appointment as a cancellation or waiting-time event and apply the relevant charges. We are not responsible for delays caused by incorrect access details, lack of parking, locked premises, absent key holders, or inadequate packing by the customer.

If the service requires dismantling, reassembly, specialist lifting, or moving items that are unusually bulky or valuable, you must tell us in advance. We may refuse to move items that are unsafe, unlawful, excessively fragile, contaminated, or beyond the practical limits of a man and van service. Any change to the scope of work on the day is subject to our agreement and may affect the price and completion time. The final decision on operational safety always rests with our team.

Payments and Charges

Unless agreed otherwise in writing, payment is due immediately on completion of the service. We may accept bank transfer, card payment, cash, or another approved method, but the available methods can vary by job. Any invoice must be paid in full within the timeframe stated on the invoice. If payment is not made when due, we may charge reasonable recovery costs, administrative fees, and statutory interest where permitted by law.

Our quotations are usually based on the information provided at the time of booking. If the actual work differs from the description given, we may revise the price to reflect extra labour, additional waiting time, a larger vehicle, more crew, parking delays, stairs, long carries, split loads, or additional stops. Where a fixed-price quote has been issued, it applies only to the exact service described. Any new task requested after arrival may be charged separately.

We may also charge for circumstances outside our control that extend the job, including traffic disruption, access problems, customer delay, or the need to wait for keys, lifts, permits, or authorisation. We will always aim to explain any additional charge before it is applied. If you dispute an invoice, you must notify us promptly and provide clear reasons. Undisputed amounts remain payable on time.

Cancellations, Postponements, and Refunds

You may cancel or rearrange a booking, but notice should be given as early as possible. If you cancel with sufficient notice before the scheduled start time, any deposit may be refundable at our discretion, subject to costs already incurred and any non-recoverable expenses. If you cancel late, especially on the day of the booking, we may retain some or all of the deposit or charge a reasonable cancellation fee to cover reserved vehicle time, crew allocation, and lost trading opportunity.

If we arrive and cannot complete the job because access is not available, the customer is absent, the property is not ready, or the items are not as described, we may treat this as a late cancellation or failed attendance and charge accordingly. If bad weather, unsafe conditions, vehicle breakdown, or other events beyond our control prevent us from attending or completing the service, we will try to reschedule. Where rescheduling is not possible, our liability will be limited as set out below.

We may cancel or postpone a booking if the service would be unlawful, unsafe, impossible within the agreed time, or materially different from the original description. In such cases, we will normally refund any payment made for work not carried out, except for reasonable costs already incurred where allowed by law. We are not responsible for losses arising from a cancellation caused by force majeure, road closures, police instructions, severe weather, strikes, or similar events outside our control.

Liability, Damage, and Customer Responsibilities

Our team will take reasonable care when handling your belongings and when working in your property or at a delivery location. However, you are responsible for ensuring that items are properly packed, sealed, labelled, and ready for transport unless packing has been expressly included in the service. We are not liable for damage caused by poor packaging, pre-existing weakness, hidden defects, unsuitable assembly, or items that were unstable before we handled them. Fragile items should be protected by the customer unless we have agreed to pack them.

We do not accept liability for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, emotional distress, or missed appointments resulting from delays, unless such loss is required to be covered by law. Our total liability for any claim connected to a service, whether in contract, negligence, or otherwise, will normally be limited to the amount paid for the relevant job, except where the law does not allow that limit. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

You must ensure that the property and access route are safe for our staff to use. This includes securing pets, removing hazards, protecting floors if necessary, and ensuring that doors, lifts, hallways, and loading areas can be used without undue risk. If we believe a task would be dangerous, we may pause or stop work until the risk is removed. If you request that we continue despite an identified hazard, we may refuse and will not be liable for any resulting delay.

Any claim for damage or loss must be reported as soon as reasonably possible and, where practical, before the team leaves the site. You should allow us a fair chance to inspect the item, assess the issue, and put matters right. Where we accept liability, our preferred remedy may be repair, replacement, or reasonable compensation based on the circumstances and the value of the item, taking account of age, condition, and depreciation.

Waste, Disposal, and Environmental Compliance

If our service includes removal of unwanted items, waste, or rubbish, you agree that all materials presented for disposal are lawfully owned by you or that you have authority to arrange their removal. We operate in line with UK waste regulations and will only remove, transport, or dispose of items in a lawful and responsible manner. We may refuse any waste that appears hazardous, clinical, contaminated, electrical in a restricted category, or otherwise unsuitable for standard collection unless special arrangements have been made in advance.

Waste must be described accurately at the time of booking. If the load contains mixed waste, bulky refuse, soil, rubble, plasterboard, chemicals, paint, gas cylinders, tyres, batteries, white goods, or other regulated materials, you must inform us beforehand. Additional handling, separation, licensing, or disposal charges may apply. The customer is responsible for ensuring that no prohibited items are included unless we have agreed to take them and are legally able to do so.

We may refuse to transport waste if it would breach environmental, transport, or licensing requirements. In some cases, we may need to inspect the waste on arrival and adjust the price or reject the job if the materials differ from what was disclosed. You acknowledge that illegal dumping, fly-tipping, and improper disposal are serious offences. Where the law requires records, we may keep relevant job notes, descriptions, and disposal details for compliance purposes.

Service Conditions and Operational Limits

Our man and van service is intended for flexible transport and light-to-medium removal tasks. While we work carefully and efficiently, we are not a warehouse, storage provider, or specialist engineering contractor unless expressly agreed. We may refuse to move single items or loads that are too heavy for a safe two-person lift, require specialist equipment, or present unacceptable risk to people, property, or the vehicle. For safety reasons, we may set limits on the number of stairs, the distance of carrying, and the way items are loaded.

Customers should ensure that items are ready to move before the agreed start time. If we need to wait for packing, dismantling, disconnection, or access arrangements, the waiting time may be chargeable. We may also refuse to handle items containing fuel, gas, live electrical connections, sharp exposed edges, or contents that are leaking or unsecured. Where we are asked to disconnect appliances, remove fittings, or reassemble furniture, this is done only on the understanding that the customer has authorised the work and that any manufacturer warranty or specialist requirement has been checked by the customer in advance.

We reserve the right to use subcontractors or additional personnel where necessary to deliver the service, provided the overall standard is reasonable and the contractual responsibility remains with us. Any time estimate is given in good faith but is not a guarantee, because traffic, access, parking, and the size of the job can all affect completion. If a delay occurs, we will act reasonably and keep the customer informed where possible.

Governing Law and General Provisions

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are contracting as a consumer, nothing in these terms removes or limits any rights that you may have under applicable consumer protection legislation.

No waiver by us of any breach or default shall be taken as a waiver of any later breach. If we do not insist immediately on performance of any term, that does not mean we have given up that right. You may not assign or transfer your rights under these terms without our prior written consent, but we may assign or subcontract our obligations where it is reasonable to do so and where your rights are not unfairly affected.

These terms, together with the booking confirmation and any written quotation or agreed variation, form the entire agreement between you and us in relation to the service. Any oral statements not confirmed in writing should not be relied upon as contractual promises. If you continue with the booking after receiving these terms, you acknowledge that you have read, understood, and accepted them as the basis for the service provided by Twickenham Man And Van.