Terms and Conditions
Man with Van Forest Gate Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Forest Gate provides removal and transport services. By making a booking, using our removal, transport, or related services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following words have the meanings given:
Customer means the person, firm or organisation booking or receiving the services.
We, us, our means Man with Van Forest Gate, the removal and transport service provider.
Services means any removal, man with van, transport, loading, unloading, packing, or related services we agree to provide.
Goods means the items, belongings, furniture, equipment or materials that you ask us to transport or handle.
Service Area means the areas in which we offer our man and van and removal services, including Forest Gate and surrounding districts, as updated from time to time.
2. Scope of Services
We provide man with van and removal services for domestic and commercial customers. Typical services include collection, loading, transport, unloading and, if agreed in advance, basic packing or furniture dismantling and reassembly.
All services are subject to vehicle availability, staffing, access conditions and any restrictions that may apply in the relevant Service Area. We reserve the right to refuse or postpone services where access is unsafe, unlawful, or impracticable, or where goods are not suitable for transport in our vehicles.
We do not provide specialist removal of hazardous materials, live animals, perishable goods, jewellery, cash, or other high value items unless specifically agreed in writing before the booking is confirmed.
3. Booking Process
3.1 Booking request
You may request a booking by contacting us and providing accurate information about the nature of the job, including but not limited to:
Pickup and delivery addresses within our Service Area or beyond if agreed.
Type, approximate quantity and approximate value of goods.
Floor levels, lift access, parking conditions and any access restrictions.
Preferred date and time of service and any time constraints.
Any special handling requirements, such as fragile or bulky items.
3.2 Quotation
Based on the information given, we may provide a quotation. Unless otherwise stated, quotations are estimates only and are subject to change if the information you have provided is incomplete or inaccurate, or if the circumstances on the day of service differ from those described at the time of booking.
3.3 Acceptance of booking
Your booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. We reserve the right to decline any booking request without providing a reason.
3.4 Changes to bookings
If you need to change the date, time, addresses, or scope of the work, you must inform us as soon as possible. We will try to accommodate changes but cannot guarantee availability. Changes may result in a revised quotation and additional charges.
4. Prices and Payments
4.1 Pricing structure
Our charges may be based on hourly rates, fixed prices, distance, volume of goods, the number of staff required, or a combination of these factors. We will explain the pricing structure at the time of quotation.
4.2 Deposits and prepayments
We may require a deposit or prepayment to secure your booking. The amount and due date will be specified at the time of booking. Deposits may be non refundable in the event of cancellation, as set out in the cancellation section below.
4.3 Payment methods
We accept payment by the methods described at the time of booking or quotation. You are responsible for ensuring that funds are available and that any payment method you use is valid and authorised.
4.4 Time of payment
Unless we agree otherwise in writing, all charges must be paid in full either in advance of the service or immediately upon completion of the job on the day of service. We may refuse to unload goods or complete the service until payment has been received in full.
4.5 Additional charges
Additional charges may apply in the following circumstances:
Waiting time due to delays not caused by us.
Extra labour required where the volume or difficulty of the job exceeds that agreed.
Tolls, congestion charges, parking fees or fines incurred due to lack of suitable legal parking arranged by you.
Work carried out outside normal working hours if not originally agreed.
Additional journeys, address changes or extended distances from those quoted.
4.6 Overdue payments
If any payment is overdue, we reserve the right to charge interest and reasonable recovery costs, and to suspend or cancel any further services until the balance is settled.
5. Cancellations and Rescheduling
5.1 Cancellation by the customer
If you wish to cancel your booking, you must inform us as early as possible. Our standard cancellation terms are as follows, unless otherwise stated in writing:
Cancellations more than 48 hours before the scheduled start time: any deposit may be refunded or credited at our discretion.
Cancellations within 48 hours of the scheduled start time: we may retain part or all of the deposit or charge a cancellation fee to cover costs and loss of opportunity.
Cancellations on the day of service or failure to be present: we may charge up to the full quoted amount.
5.2 Rescheduling
If you wish to reschedule, we will endeavour to offer an alternative date and time but cannot guarantee availability. Rescheduling close to the service date may be treated as a cancellation and rebooking, and charges may apply.
5.3 Cancellation by us
We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, safety concerns, traffic disruption or legal restrictions. In such cases, we will offer to reschedule or, where appropriate, refund any prepayments received. We will not be liable for any indirect loss, such as loss of earnings, caused by such cancellations.
6. Customer Responsibilities
6.1 Access and parking
You are responsible for ensuring suitable access and parking at both pickup and delivery addresses. This includes securing permits where required and informing us in advance of any restrictions such as low bridges, narrow streets, height limits, or time constrained loading zones.
6.2 Packing and preparation
Unless you have booked packing services, you are responsible for adequately packing and protecting your goods so they can be safely carried and transported. Fragile items should be clearly marked, and boxes should be of appropriate size and strength.
6.3 Presence on the day
You or your authorised representative must be present throughout the service to give instructions, answer questions, and sign any job completion forms. If no one is present, we may, at our discretion, cancel the job and charge a cancellation fee or proceed based on reasonable judgment. In such cases, our liability for decisions made without your guidance will be limited.
6.4 Prohibited items
You must not hand over for transport any illegal, hazardous, explosive, corrosive, flammable, or otherwise dangerous items, nor any waste that we are not licensed to carry. You must inform us in advance of any items that may pose a risk to staff, the vehicle, or other goods.
7. Liability and Insurance
7.1 Our duty of care
We will take reasonable care in handling and transporting your goods. However, our liability is subject to the limitations set out in this section.
7.2 Excluded and limited liability
We do not accept liability for the following, except where required by law:
Normal wear and tear, minor marks or scratches arising from normal handling.
Loss or damage caused by inadequate packing by you or a third party.
Loss or damage where goods are already damaged, fragile, or in poor condition.
Loss of value of antiques, artwork, or high value items, unless their nature and value have been declared and agreed in writing in advance.
Loss or damage resulting from war, terrorism, natural disasters, or events beyond our reasonable control.
Indirect or consequential losses, such as loss of profits, loss of business, or emotional distress.
7.3 Maximum liability
Unless agreed otherwise in writing, our total liability for any loss of or damage to goods, or any other claim arising out of a single job, shall be limited to a reasonable amount proportionate to the charges paid for that job. You are advised to arrange your own insurance cover for goods of significant value.
7.4 Time limits for claims
You must notify us in writing of any visible loss or damage as soon as reasonably possible and, in any event, within 48 hours of completion of the job. For non apparent loss or damage, you must notify us within 7 days of the service. We may inspect the goods and the location before considering any claim.
8. Waste and Recycling Regulations
8.1 Waste carrier compliance
Where we undertake removal and disposal of unwanted items, we will do so in accordance with applicable waste and environmental regulations. We will only transport waste we are lawfully permitted to carry.
8.2 Customer obligations
You must accurately describe any items to be disposed of and confirm whether they include electrical items, hazardous materials, or restricted waste. If items are found to include materials that we are not licensed or authorised to carry, we may refuse to take them and may charge for any wasted journey or additional time.
8.3 Fly tipping and unlawful disposal
We will not engage in fly tipping or unlawful disposal of waste. If you request us to dispose of waste illegally, we will refuse and may cancel the job without refund. You may be liable for any legal consequences arising from misrepresentation of waste, including any penalties or costs imposed on us as a result.
9. Delays and Access Issues
9.1 Delays beyond our control
We are not liable for delays caused by traffic, road closures, accidents, severe weather, or other factors beyond our reasonable control. We will make reasonable efforts to keep you informed and to minimise disruption.
9.2 Access constraints
If access at either address is restricted, unsafe or significantly different from what was described when booking, we may:
Charge additional fees to reflect extra time or manpower needed.
Use alternative methods or routes that may increase the duration or cost of the job.
Refuse to carry specific items or cancel the job if access is dangerously inadequate.
10. Complaints and Dispute Resolution
10.1 How to complain
If you are dissatisfied with any aspect of our service, you should raise the issue as soon as possible, preferably on the day of the job, so that we have the opportunity to address it immediately. If the matter is not resolved, you may submit a written complaint describing the problem in detail.
10.2 Investigation
We will review your complaint, which may involve speaking to staff members involved, examining records and, where appropriate, inspecting any alleged damage. We aim to respond within a reasonable timeframe with our findings and, if appropriate, a proposed resolution.
11. Privacy and Data Handling
We may collect and process your personal details such as name, address and contact information for the purposes of handling enquiries, providing quotations, delivering services and managing payments. We will handle such information in accordance with applicable data protection laws and only retain it for as long as necessary for our business and legal obligations.
12. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in our services, operational needs, or legal requirements. The version applicable to your booking will be the version in effect at the time you confirm your booking, unless we agree otherwise in writing.
13. Governing Law and Jurisdiction
These Terms and Conditions and any disputes or claims arising out of or in connection with them, or with any services we provide, shall be governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the provision of our services.
By booking or using the services of Man with Van Forest Gate, you confirm that you have read, understood and agree to these Terms and Conditions.
