Twickenham Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Man and Van provides removal, man and van, transportation, loading, unloading, and related services to private and business customers. By making a booking or allowing work to begin, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "We", "Us", and "Our" mean the service provider trading as Twickenham Man and Van.
1.2 "You" and "Your" mean the customer, being the person, firm, or company who requests our services.
1.3 "Services" means removal, man and van, transportation, packing, loading, unloading, and any other associated services we agree to provide.
1.4 "Goods" means any items, property, or possessions that we are asked to move, handle, pack, transport, or store.
1.5 "Contract" means the agreement between you and us for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.
2. Scope of Services
2.1 We provide man and van and removal services within the United Kingdom, including local and regional moves, deliveries, and collections.
2.2 The exact services to be supplied, including the number of operatives, size of vehicle, date and time of attendance, and locations involved, will be stated in our quotation or booking confirmation.
2.3 Any additional services requested on the day, such as extra journeys, extra labour, or packing work, will be provided subject to availability and may incur additional charges.
3. Booking Process
3.1 You may request a quotation by providing accurate details of the work, including addresses, access conditions, floors, parking arrangements, approximate volume or list of items, and any special handling requirements.
3.2 Quotations are based on the information you provide. If the information is incomplete, inaccurate, or changes, we reserve the right to amend the price or, where necessary, decline to carry out the work.
3.3 A booking is only confirmed when we have accepted your request, issued a confirmation, and received any deposit requested. Until that time, proposed dates and times remain subject to availability.
3.4 You must notify us as soon as possible of any changes to dates, times, addresses, access arrangements, or the nature or volume of the goods. We will use reasonable efforts to accommodate changes but cannot guarantee availability, and additional charges may apply.
3.5 We reserve the right to refuse or cancel any booking where we reasonably believe the work may be unsafe, unlawful, or beyond the reasonable capacity of our personnel or vehicles.
4. Quotations and Prices
4.1 Unless otherwise stated, quotations are estimates only and may be based on hourly rates, fixed prices, or a combination of both.
4.2 Quotations generally do not include charges for parking, congestion zones, tolls, ferry fees, or similar costs. Any such charges incurred in providing the services will be added to your final bill.
4.3 If the move takes longer than reasonably anticipated due to factors outside our control, including but not limited to traffic conditions, delays caused by you or third parties, difficulties with access, or additional goods not disclosed at the time of booking, we may charge for the additional time at our prevailing rates.
4.4 All prices are stated in pounds sterling and are exclusive of any applicable taxes unless expressly stated otherwise.
5. Payments
5.1 We may require a deposit to secure your booking. The amount and due date of any deposit will be specified at the time of booking.
5.2 Unless otherwise agreed in writing, all balances are payable immediately upon completion of the services on the day of the move.
5.3 We accept payment methods as notified to you at the time of booking or prior to service. You must ensure you have an accepted payment method available on the day.
5.4 If payment is not made when due, we reserve the right to:
a) Charge interest on overdue sums at the statutory rate; and
b) Withhold delivery of goods or suspend further services until full payment has been received.
5.5 Where we agree credit terms with business customers, invoices must be paid within the agreed period. We reserve the right to withdraw credit facilities at any time.
6. Cancellations and Changes
6.1 If you wish to cancel or postpone your booking, you must notify us as soon as possible.
6.2 We reserve the right to apply the following cancellation charges, which reflect our reasonable costs and loss of opportunity to undertake alternative work:
a) More than 7 days before the booked date: no cancellation fee, and any deposit paid may be refunded or transferred at our discretion.
b) Between 7 days and 48 hours before the booked date: up to 50 percent of the quoted price may be charged.
c) Less than 48 hours before the booked date or on the day: up to 100 percent of the quoted price may be charged.
6.3 If you are not present or reachable at the agreed time and location, or if we are unable to gain access to the premises or parking due to circumstances within your control, this may be treated as a late cancellation and charged accordingly.
6.4 We may cancel or postpone a booking where we are prevented from carrying out the services by events beyond our reasonable control, including severe weather, vehicle breakdown, accidents, road closures, or illness. In such cases, we will seek to rearrange the work at a mutually convenient time and our liability will be limited to any amount you have already paid for services not yet provided.
7. Your Responsibilities
7.1 You are responsible for:
a) Ensuring adequate and legal parking is available, and for any permissions, permits, or payments required for parking near collection and delivery points.
b) Ensuring that access to and within the premises is safe, clear, and suitable for moving the goods, including stairs, lifts, corridors, and doorways.
c) Properly and securely packing your goods unless we have agreed to provide packing services.
d) Removing or securing any fixtures, fittings, or appliances in accordance with manufacturer instructions and relevant safety standards.
e) Being present or represented at the collection and delivery addresses to direct our team and sign any relevant documentation.
7.2 You must not request us to move any items that are illegal, dangerous, explosive, highly flammable, perishable, or otherwise unsuitable for transport, including but not limited to firearms, ammunition, chemicals, solvents, gas bottles, or live animals.
7.3 If you do include such items without our knowledge or consent, you will be liable for any loss, damage, or expense that arises as a result, and we may dispose of or remove such items at your cost.
8. Packing and Fragile Items
8.1 Unless agreed otherwise in writing, you are responsible for packing your goods in suitable containers and protecting fragile items appropriately.
8.2 We accept no liability for damage to goods that are packed by you or a third party, unless there is clear evidence of our negligence in handling.
8.3 If we provide packing services, we will use reasonable care and skill but cannot guarantee that any particular item will be immune from damage, especially where items are already weakened, worn, or defective.
9. Liability and Limitations
9.1 We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods, or for delay, is subject to the terms in this section.
9.2 We will not be liable for:
a) Loss or damage arising from your failure to adequately pack goods that you have packed yourself.
b) Loss or damage to goods where the condition of items, including pre-existing defects, wear or tear, or inherent vice, has made them more susceptible to damage.
c) Loss of or damage to cash, jewellery, watches, precious metals, important documents, or items of special value unless we have specifically agreed in writing to handle such items.
d) Indirect, consequential, or economic losses such as loss of profit, loss of enjoyment, or loss of opportunity.
9.3 Our total liability for loss of or damage to goods in any one job, whether arising from negligence, breach of contract, or otherwise, shall not exceed a reasonable replacement cost of the damaged items, subject to an overall cap which will be the lower of the total price of the services or a fair market valuation of the affected goods.
9.4 Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be excluded.
9.5 You must inspect the premises and goods at the end of the job. Any apparent loss or damage should be reported to us as soon as possible and, in any event, within a reasonable period, so that we can investigate.
10. Delays and Access Issues
10.1 We will use reasonable efforts to attend at the agreed time, but any times provided are estimates only and are subject to traffic, road, and weather conditions, as well as delays arising from earlier jobs.
10.2 We are not liable for delays or inability to complete the work due to circumstances beyond our control, including but not limited to waiting for keys, completion of property sales, third-party contractors, or inadequate access.
10.3 Where we encounter significant delays due to access issues at either address, we may charge waiting time at our prevailing hourly rates.
11. Waste Regulations and Disposal
11.1 We comply with UK waste and environmental regulations. We are not a general waste disposal service and will only remove items agreed in advance as part of the services.
11.2 Certain items are classified as hazardous or restricted waste and cannot be removed or disposed of by us. This includes, but is not limited to, chemicals, paint, asbestos, gas cylinders, and clinical waste.
11.3 Where we agree to take away unwanted items, we will do so with the intention of re-use, recycling, or lawful disposal. Additional fees may apply for the removal of bulky or difficult items.
11.4 You confirm that any items you ask us to dispose of are your property or that you have the right to authorise their removal and disposal. You will indemnify us against any claim arising from the removal or disposal of items where this is not the case.
12. Insurance
12.1 We maintain appropriate insurance cover for our business and legal liabilities in accordance with industry practice.
12.2 Our insurance is subject to the policy terms, conditions, and exclusions. You may wish to obtain your own additional insurance to cover the full value of your goods during the move.
13. Complaints
13.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our representative as soon as possible so that we have the opportunity to address it.
13.2 If the matter is not resolved on the day, you should submit full details of your complaint within a reasonable time after the services have been completed. We will investigate and respond to you within a reasonable period.
14. Privacy and Data
14.1 We collect and process personal information such as names, addresses, and contact details in order to provide our services and manage bookings.
14.2 We will handle your personal data in accordance with applicable data protection laws and will not sell your details to third parties. We may share your information with trusted partners or subcontractors where this is necessary to perform the services.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be severed, and the remaining provisions shall continue in full force and effect.
16.2 No waiver of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
16.3 We may amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract.
16.4 These Terms and Conditions, together with any written quotation or confirmation we issue, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions or representations.
