Man with Van Norbury Terms and Conditions of Service
These Terms and Conditions set out the basis on which Man with Van Norbury provides transport, removal and associated services to private and business customers. By placing a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given below:
Customer means the person, firm or organisation that requests or accepts a quotation and for whom the services are to be carried out.
Services means any transport, removal, loading, unloading, packing, storage, waste transfer or associated services provided by Man with Van Norbury.
Vehicle means any van or other vehicle supplied by or on behalf of Man with Van Norbury to provide the services.
Goods means all items, personal belongings, furniture, equipment, boxes and any other property that is the subject of the services.
Contract means the agreement between the customer and Man with Van Norbury for the provision of services, incorporating these Terms and Conditions and any written quotation or confirmation provided.
2. Service Scope and Area
Man with Van Norbury provides man and van, small removals, house and flat moves, office moves and related transport services. The primary service area includes Norbury and surrounding locations, with collections and deliveries available across the wider region and the United Kingdom, subject to quotation and availability.
Any reference to local areas is descriptive only and does not limit our ability to offer services to and from other locations, where agreed in writing or as part of a confirmed booking.
3. Booking Process
3.1 Bookings can be requested by the customer via our online or written quotation process or by other agreed communication methods. A booking is not confirmed until Man with Van Norbury has provided written confirmation and, where required, a deposit has been received.
3.2 When making a booking, the customer must provide accurate and complete information, including:
Number and type of items.
Property access details, including floor level, lift availability and parking restrictions.
Full collection and delivery addresses.
Preferred service date and time window.
Special handling requirements, such as fragile or bulky items.
3.3 The quotation and booking confirmation will be based on the information supplied by the customer. Man with Van Norbury reserves the right to amend the quoted price or decline the booking if the information provided is incomplete or materially inaccurate.
3.4 The customer is responsible for ensuring that there is suitable access for the vehicle at all addresses and that any necessary parking arrangements, permits or permissions are in place before the service begins, unless otherwise agreed.
4. Quotations and Prices
4.1 Unless otherwise stated, quotations are provided free of charge and without obligation. Any quotation is valid for a limited time period, which will be stated in the quotation or confirmation.
4.2 Quotations are based on the details provided by the customer and may be calculated on an hourly rate, a fixed price, or a combination. Quotations may include travel time, loading and unloading time, fuel and other relevant charges.
4.3 Man with Van Norbury reserves the right to revise the quotation if:
The customer makes changes to the service requirements, addresses or dates.
Additional goods are added or items are significantly larger, heavier or more numerous than originally indicated.
Delays occur that are outside the control of Man with Van Norbury, including but not limited to waiting for keys, lack of access, or the customer not being ready to load or unload.
Parking charges, tolls, congestion charges or similar fees are incurred or are higher than anticipated.
4.4 Any additional charges will be explained to the customer where practicable, and will be payable as part of the final invoice.
5. Payments and Deposits
5.1 Man with Van Norbury may require a deposit to secure a booking, particularly for larger moves or peak periods. The amount and due date of any deposit will be notified at the time of booking.
5.2 Unless agreed otherwise in writing, payment of the balance is due on completion of the services on the same day. Payment must be made using an accepted payment method as communicated to the customer during booking or prior to service.
5.3 For business customers, alternative payment terms may be agreed in writing before the service date. In the absence of such agreement, standard payment terms as above will apply.
5.4 If payment is not made when due, Man with Van Norbury reserves the right to:
Charge interest on overdue amounts at a reasonable rate, from the due date until payment is received in full.
Withhold delivery of goods or suspend further services until payment has been made.
Recover from the customer all reasonable costs incurred in pursuing late or non-payment, including any collection or legal fees.
6. Cancellations, Rescheduling and Delays
6.1 If the customer wishes to cancel or reschedule a booking, they must notify Man with Van Norbury as soon as reasonably possible.
6.2 Cancellation charges may apply as follows, unless otherwise agreed in writing:
No cancellation charge where more than a reasonable minimum notice period is provided prior to the agreed service time.
A partial charge, which may include loss of deposit, where cancellation is made within a short notice period before the agreed service time.
Up to the full quoted price where cancellation occurs on arrival or after the crew has departed for the collection address.
6.3 Man with Van Norbury will make reasonable efforts to accommodate rescheduling requests, subject to availability. If the customer reschedules at short notice, additional charges may apply.
6.4 Man with Van Norbury will not be liable for any delay or failure to perform the services where such delay or failure is caused by events outside our reasonable control, including but not limited to severe weather, traffic incidents, road closures, vehicle breakdown, accidents, strikes or civil disturbances.
6.5 In the event of a significant delay, Man with Van Norbury will inform the customer where possible and discuss available options, which may include rescheduling or partial services. Any liability for delay will be limited as set out in these Terms and Conditions.
7. Customer Responsibilities
7.1 The customer is responsible for:
Ensuring that goods are suitably packed, boxed and prepared for transport, unless packing services have been specifically agreed.
Ensuring that fragile items are clearly marked and adequately protected.
Securing all valuables, documents, money, jewellery and important items and not including them in goods to be transported unless this has been discussed and agreed.
Providing accurate information about parking, access restrictions, stairs, lifts and any obstacles or conditions that may affect the service.
Obtaining any parking suspensions, permits, building access permissions or lift bookings required for the service, unless specifically agreed otherwise.
7.2 The customer must be present, or ensure a responsible adult is present, at collection and delivery locations to provide access, direct the crew and sign any documents as required.
7.3 The customer must not include in the goods any prohibited items such as illegal substances, firearms, explosives, hazardous chemicals or any items that cannot be lawfully transported.
8. Liability and Limitations
8.1 Man with Van Norbury will take reasonable care in handling, loading, transporting and unloading goods. However, liability for loss or damage is limited as set out in this section.
8.2 Man with Van Norbury will not be liable for:
Loss or damage arising from the inherent nature or defect of the goods.
Wear and tear, minor scratches, scuffs or superficial marks that may occur during normal handling.
Loss or damage to goods packed by the customer where no visible external damage is evident to the packaging at the time of delivery.
Loss of data, digital content or consequential loss arising from damage to computers, electronics or similar devices.
8.3 Where Man with Van Norbury is found liable for loss or damage to goods, such liability will be limited to the reasonable cost of repair or replacement, taking into account age, condition and market value, and subject to any applicable cap notified to the customer before the service.
8.4 Man with Van Norbury will not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of business, loss of goodwill, loss of opportunity or any similar loss, whether arising in contract, tort or otherwise.
8.5 The customer must notify Man with Van Norbury in writing of any apparent loss or damage to goods as soon as reasonably practicable, and in any event within a reasonable period after completion of the service. The customer must provide evidence and cooperate with any reasonable investigation.
8.6 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
9. Insurance
9.1 Man with Van Norbury maintains insurance appropriate for its operations, in line with industry practice. The cover may be subject to limits, conditions and exclusions.
9.2 It is the responsibility of the customer to arrange additional insurance for goods in transit if they require cover beyond any standard protection that may be provided, or if the value of the goods exceeds any notified limit.
10. Waste, Disposal and Environmental Regulations
10.1 Man with Van Norbury may, where agreed in advance, assist with the removal and transport of unwanted items to authorised waste or recycling facilities, subject to applicable regulations.
10.2 The customer must not request or permit the disposal of waste or items in any unlawful manner, including fly-tipping or leaving items in unauthorised locations. Man with Van Norbury will only dispose of items through legitimate and authorised channels.
10.3 Certain items may be classified as hazardous or require special handling or permits. The customer must declare any such items in advance. Man with Van Norbury reserves the right to refuse to handle or transport hazardous or prohibited materials.
10.4 Any charges for waste disposal, recycling, specialist handling or related services will be included in the quotation or, if not previously declared, may be added as additional charges.
11. Access, Parking and Property Damage
11.1 The customer is responsible for ensuring that safe and reasonable access is available for the vehicle and crew at all addresses.
11.2 Man with Van Norbury is not responsible for any fines, penalties or parking charges incurred as a direct result of insufficient or inaccurate information provided by the customer regarding parking or restrictions. Such costs may be added to the customer invoice.
11.3 While reasonable care will be taken, Man with Van Norbury will not be liable for damage to driveways, pavements, pathways, flooring, walls or other property where such damage results from normal movement of goods, vehicles or equipment in confined or restricted spaces, unless caused by proven negligence.
12. Time Estimates
12.1 Any indication of duration or arrival time is an estimate only and is not guaranteed, unless expressly agreed in writing as part of the contract.
12.2 The customer acknowledges that factors such as traffic, access issues, volume of goods and other unforeseen circumstances may affect the total time required to complete the service.
13. Complaints and Dispute Resolution
13.1 If the customer is dissatisfied with any aspect of the service, they should raise the issue with Man with Van Norbury as soon as possible so that it may be addressed promptly.
13.2 Man with Van Norbury will aim to investigate and respond to complaints within a reasonable time frame. Customers are expected to cooperate by providing details, evidence and access to information relevant to the complaint.
13.3 In the event of a dispute that cannot be resolved amicably, either party may seek independent advice or use formal legal channels in accordance with the governing law clause.
14. Data Protection and Privacy
14.1 Man with Van Norbury will collect and process personal information provided by the customer for the purpose of arranging and delivering services, handling payments, and fulfilling legal or regulatory obligations.
14.2 Personal data will be handled in accordance with applicable data protection laws and will not be shared with third parties except where necessary for the performance of the contract, for legal reasons, or with the consent of the customer.
15. Amendments to Terms and Conditions
15.1 Man with Van Norbury may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless a change is required by law or regulation.
15.2 Customers are encouraged to review the latest Terms and Conditions before placing a booking, to ensure they understand the current terms.
16. Severability
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed removed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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, the services or the contract between the customer and Man with Van Norbury.
By proceeding with a booking, the customer confirms that they have read, understood and agree to these Terms and Conditions.
