Terms and Conditions for Man And Van Pimlico

These terms and conditions set out the basis on which Man And Van Pimlico provides moving, transport, collection, and related handling services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to these terms. Please read them carefully before requesting a service. These terms are intended to be clear and practical, while reflecting standard UK service practice for removals and transport work.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider operating under the Man And Van Pimlico name. “You” and “your” refer to the customer, whether an individual, household, business, landlord, tenant, or other authorised representative. A booking may cover domestic removals, furniture transport, single-item moves, light clearance work, or other agreed services, provided they are lawful and within the scope of our operational capacity.

These terms apply to all services unless we agree otherwise in writing. If any part of a quotation, booking confirmation, or written agreement differs from these terms, the written agreement will take priority to the extent of the inconsistency. Nothing in these terms is intended to limit any rights you may have under applicable consumer law that cannot legally be excluded.

1. Booking Process

A booking is usually made after you provide details of the items to be moved, the collection and delivery locations, access conditions, preferred date and time, and any special handling requirements. Based on the information supplied, we may issue a quotation or estimate. Quotations are generally based on the information provided at the time and may change if the job details are materially different on the day.

To secure a service, you may be asked to confirm acceptance of the quotation, provide your name and address, supply relevant access information, and pay a deposit or booking fee where applicable. A booking is only confirmed once we have accepted it and, where required, received any requested payment. We reserve the right to decline a booking if the job is outside our service scope, presents a safety issue, or cannot reasonably be performed within the agreed timeframe.

It is your responsibility to ensure that all information supplied is accurate and complete. This includes, where relevant, the number and approximate size of items, parking restrictions, lift access, stair counts, entry codes, fragile goods, and any items requiring disassembly or specialist handling. If inaccurate information causes delays, additional labour, vehicle changes, or extra waiting time, we may charge a reasonable adjustment fee or revise the quotation accordingly.

2. Service Scope and Customer Responsibilities

We will provide the service with reasonable care and skill, using suitable vehicles, tools, and personnel for the agreed work. Unless expressly agreed, our service does not include deep cleaning, professional packing, plumbing, electrical work, structural removal, or dismantling that requires specialist qualification. If you ask us to carry out extra work, we may agree to do so only if it is safe, lawful, and within our capability.

You must ensure that the property, route, and items are ready for collection at the agreed time. This means clearing access routes, securing pets, ensuring parking is available where required, and making sure that items are adequately packed and labelled if fragile. We are not responsible for delays caused by incomplete preparation, restricted access, incorrect addresses, or any failure by you or a third party to cooperate at the scheduled time.

Where our team assists with loading, unloading, or carrying goods, you remain responsible for identifying any items that are especially fragile, valuable, hazardous, or sentimental. We may refuse to handle items that are unsafe, illegal to transport, or likely to cause damage to property, vehicle, or personnel. For health and safety reasons, our operatives may stop work if the conditions become unsafe or if they are asked to handle prohibited items.

3. Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. Charges may be based on a fixed quotation, hourly rate, distance, volume, number of workers, or a combination of these factors. Any estimate is given in good faith but may change if the actual service differs from the original description. Additional charges may apply for waiting time, congestion, tolls, parking fees, stair carries, emergency bookings, out-of-hours work, or extra items not disclosed in advance.

Payment terms will be stated at the time of booking or in the quotation. Unless we agree otherwise, payment is due in full on completion of the job or at the point specified in your booking confirmation. We may require a deposit to reserve a vehicle and crew. Deposits are generally non-refundable except where we cancel the booking or where consumer law requires otherwise. We reserve the right to withhold service where payment terms are not met.

Accepted payment methods may include bank transfer, debit card, cash, or other methods we approve. If payment is made by bank transfer, cleared funds must be received by the agreed deadline. If any invoice remains unpaid after the due date, we may charge reasonable recovery costs and interest to the extent permitted by law. You are responsible for ensuring that any payment is made by an authorised person and that sufficient funds are available.

4. Cancellations, Rescheduling, and Delays

You may request to cancel or reschedule a booking by giving notice as soon as possible. If you cancel well in advance, we may at our discretion offer a full or partial refund of any deposit, depending on the amount of notice given and whether any costs have already been incurred. If you cancel close to the agreed time, especially after the crew or vehicle has been allocated, we may retain some or all of the deposit to cover our administrative and operational loss.

If you are not ready at the agreed time, or if access is blocked so that work cannot proceed, we may charge waiting time, abortive visit fees, or a re-attendance charge. If the delay continues beyond a reasonable period, we may treat the booking as cancelled by you. Where a delay is caused by circumstances outside your control, we will consider the situation fairly, but any refund or rebooking is at our discretion unless a legal obligation applies.

We may reschedule or cancel a booking if weather conditions, vehicle breakdown, staff illness, safety concerns, road closures, or other events beyond our reasonable control prevent us from performing the service as planned. In such cases, we will use reasonable efforts to notify you promptly and offer an alternative date or a refund of amounts paid for work not performed. We will not be liable for indirect losses arising from such disruption, except where liability cannot lawfully be excluded.

5. Liability, Damage, and Insurance

We will carry out the service with reasonable care and skill, but some risk is inherent in moving goods. Unless otherwise agreed, you are responsible for ensuring that items are suitably packed and protected for transport. We are not liable for damage caused by pre-existing defects, poor packing, inherent weakness, or the ordinary effects of movement where the item was not adequately prepared for transit.

If we cause loss or damage through proven negligence, our liability will be limited to the direct loss suffered and, where appropriate, to the repair or replacement cost of the affected item, subject to any applicable legal limits and any exclusions stated here. We will not be responsible for loss of profit, loss of business, emotional distress, or any indirect or consequential loss. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

You must notify us of any damage or loss as soon as reasonably possible and, where practical, before the vehicle leaves the delivery location. Claims should include sufficient detail to allow us to investigate, such as photographs, item descriptions, and the circumstances of the incident. Failure to report a problem promptly may affect our ability to assess the issue and may limit any remedy available.

6. Waste Regulations and Clearance Materials

Where our service includes removal, disposal, or collection of unwanted items, you agree that the waste presented to us will be lawful, accurately described, and not hazardous unless we have expressly agreed in writing to handle it. We may ask questions to identify whether the material is commercial waste, domestic waste, reusable furniture, electronic items, or mixed loads, because different rules may apply under UK waste regulations.

We will only transport and dispose of waste in a manner consistent with applicable environmental and waste management requirements. You must not present illegal, dangerous, contaminated, explosive, medical, or chemical waste unless we have explicitly agreed, in writing and in advance, to handle such materials and are lawfully permitted to do so. If prohibited waste is discovered after collection has begun, we may refuse to continue, return the waste, or take any lawful steps required to ensure compliance.

If we remove waste on your behalf, title to that waste may transfer to us only to the extent permitted by law and by the terms of the agreed service. You confirm that you have the right to dispose of the items and that they are not subject to any third-party claim. We may provide evidence of lawful disposal or transfer where available, but you remain responsible for ensuring that the waste presented is properly separated and declared.

7. Care of Property and Access Issues

We will take reasonable care when moving goods through doorways, staircases, lifts, halls, and other access points, but you should note that older properties, narrow entrances, and restricted parking can increase the risk of incidental marks or minor wear. You are responsible for protecting flooring, walls, and fixtures where extra protection is needed. If you want us to use protective materials or special methods, please tell us at booking so we can assess whether they are suitable.

We are not liable for damage to property that results from poor access, hidden defects, inadequate space for manoeuvring, or instructions given by you that require us to proceed in a way that is not reasonably safe. If our team believes an item cannot be moved without unreasonable risk of damage or injury, we may refuse to proceed or may request that the item be moved only after additional precautions are agreed and paid for, where appropriate.

If we must wait for keys, lift access, parking permissions, security clearance, or other third-party arrangements, the waiting time may be charged if it causes delay to the booked service. Any estimate of duration is approximate and may vary according to traffic, weather, building access, loading conditions, and the size of the job. We will work efficiently, but no guarantee is given that the service will be completed within a precise number of minutes unless expressly stated in writing.

8. Special Items, Prohibited Goods, and Customer Declarations

You must tell us in advance about items that are especially heavy, awkward, fragile, high-value, or difficult to transport, including antiques, glass, pianos, artwork, safes, or specialist equipment. Some items may require additional manpower, equipment, or insurance arrangements. We are not obliged to transport any item that we consider unsafe, unlawful, or beyond the agreed service specification.

We will not carry firearms, ammunition, illegal substances, stolen goods, or any item that is prohibited by law. We may also refuse to carry perishable goods, live animals, or any item that could contaminate the vehicle or pose a health and safety hazard. If prohibited items are discovered, we may terminate the booking immediately and may notify the relevant authorities where required by law.

By placing a booking, you confirm that you are authorised to request the move or disposal and that no third-party rights are infringed. You also confirm that any hazardous or unusual item has been fully disclosed. If you fail to disclose relevant information, you may be liable for any resulting loss, damage, fines, penalties, cleaning costs, or operational delays.

9. Complaints, Variations, and Governing Law

If you have a concern about the service, you should raise it promptly so we can investigate and, where appropriate, try to resolve it fairly. Any complaint should include the booking details, the nature of the issue, and supporting information where available. We may ask for photographs, item serial numbers, or a written description of events to help us review the matter. A prompt report makes it easier to assess what happened and whether any remedy is appropriate.

We may update these terms from time to time to reflect changes in our services, operational requirements, or applicable law. The version in force at the time of your booking will normally apply to that booking unless a later variation is agreed in writing. No employee or contractor has authority to vary these terms unless the variation is confirmed by an authorised representative in writing.

Governing law and jurisdiction: these terms are governed by the laws of England and Wales. If you are a consumer, you may bring proceedings in the courts of your home jurisdiction where permitted by law. Otherwise, the courts of England and Wales shall have exclusive jurisdiction. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.