These Terms and Conditions set out the basis on which Man And A Van Clapham provides removal, delivery, transportation, collection, and related services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear, fair, and practical agreement between the customer and the service provider. These terms apply to all standard van services, including domestic moves, furniture transport, single-item collections, and light removals, unless a separate written agreement states otherwise.

The purpose of these terms is to explain how bookings are accepted, how payments are taken, when cancellations may occur, what responsibility applies if an issue arises, and how waste is handled in accordance with relevant regulations. The customer should read these terms carefully before confirming any service. If any part of these terms is not understood, it is the customer's responsibility to seek clarification before the booking is completed.

Man and a Van Clapham services are provided on the basis of the information supplied by the customer at the time of booking. Any inaccurate or incomplete information may affect the quotation, the timing of the job, the suitability of the vehicle, or the safety of the loading and transport process. The service provider reserves the right to revise pricing, refuse unsafe work, or alter the scope of the service where the information originally supplied is materially incorrect.

1. Booking Process

Bookings are accepted subject to availability and confirmation by the service provider. A booking request does not become binding until it has been confirmed and, where required, a deposit or advance payment has been received. The customer must provide accurate details about the items to be moved, pickup and delivery locations, access conditions, parking restrictions, floor levels, and any special handling requirements. Failure to provide sufficient information may result in delays, additional charges, or cancellation of the job.

When a quotation is provided, it is usually based on the details given at the time. Man and a van Clapham quotations may be fixed or estimated depending on the nature of the work. Estimated quotes are based on reasonable assumptions about time, volume, access, and labour. If the actual job differs materially from the original description, the service provider may adjust the price accordingly. This may include changes caused by extra items, heavy goods, poor access, waiting time, or additional stops.

Customers must ensure that the goods to be moved are ready at the agreed time and that access is suitable for the van and for safe loading. The customer is responsible for obtaining any required permissions, parking arrangements, lift access approvals, or building permits unless the agreement specifically states otherwise. If access is restricted or the job cannot reasonably be completed, the service provider may charge for wasted time, return travel, or cancellation.

The service provider may refuse to move items that are unsafe, illegally owned, poorly packaged, contaminated, or likely to cause damage to people or property. Prohibited items may include hazardous materials, explosives, certain chemicals, live animals, and any goods that are unlawful to transport under UK law. If any item is discovered to be unsuitable for transport, the service provider may suspend the service until the issue is resolved or may terminate the booking immediately.

2. Payments

All charges are payable in the manner agreed at the time of booking. Unless otherwise stated, payment is due upon completion of the service, and the service provider may require advance payment, part payment, or a deposit before the work begins. Accepted payment methods may vary, but the customer must ensure that funds are available and that payment can be made promptly. Failure to pay on time may result in recovery action and additional charges permitted by law.

Where a job is charged on an hourly basis, time may start when the vehicle arrives at the agreed collection point and continue until the job is finished or the vehicle is released, depending on the agreed arrangement. Waiting time, access delays, congestion, multiple trips, and unforeseen handling requirements may all affect the total charge. If the customer requests additional work during the booking, this may be treated as a variation to the original agreement and charged accordingly.

Unless expressly agreed in writing, quotes do not include storage, specialist packing materials, dismantling beyond minor assistance, disposal fees, congestion charges, tolls, or parking penalties caused by the customer's instructions or failure to secure suitable access. Any extra expenses reasonably incurred during the job may be added to the final invoice. Man And A Van Clapham may issue a revised invoice where the actual service differs from the original quotation or where unforeseen costs arise that were not reasonably avoidable.

3. Cancellations and Changes

Customers may cancel or change a booking by giving notice as soon as possible. Cancellation terms may vary depending on the type of booking, the amount of notice given, and whether staff or vehicle time has already been reserved. Where a deposit has been paid, it may be non-refundable in part or in full if the cancellation occurs within the notice period stated at the time of booking or if costs have already been incurred.

If the customer cancels after the vehicle has been dispatched, arrives at the collection point, or is unable to complete the service due to the customer’s actions, the customer may be charged for wasted travel, waiting time, and any other reasonable costs. The service provider may also cancel or postpone a booking where there are safety concerns, severe weather, vehicle breakdown, staff illness, illegal access conditions, or other circumstances beyond reasonable control. In such cases, the provider will make reasonable efforts to rearrange the service at a mutually convenient time.

Changes to the booking, including changes to the date, time, location, or inventory, are subject to availability. If a change requires a different vehicle size, additional labour, or more time than originally agreed, the quotation may be amended. Customers are encouraged to notify the service provider promptly if any detail changes before the agreed date so that the booking can be managed efficiently.

4. Liability and Customer Responsibilities

Unless expressly agreed in writing, the service provider is not responsible for dismantling complex furniture, disconnecting appliances, reconnecting utilities, or moving items that require specialist handling. The customer must ensure that appliances are properly isolated before removal and that all connections have been safely dealt with by a qualified person where necessary. The customer should also remove personal data from electronic devices before transport, as the provider cannot accept responsibility for data loss.

Any claim for loss or damage must be raised as soon as reasonably possible after the issue is discovered and in any event within a reasonable period. The customer should allow the service provider an opportunity to inspect the goods and the circumstances of the alleged loss or damage. The provider will not be liable for indirect or consequential losses, including loss of earnings, missed appointments, business interruption, or emotional distress, except where such liability cannot be excluded by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.

5. Waste Regulations and Disposal

If the service includes disposal, removal for recycling, clearance, or collection of unwanted items, the customer agrees to comply with all applicable UK waste regulations. Waste must be described accurately, and the customer must not present hazardous, toxic, infectious, or illegal materials unless the service provider has expressly agreed in advance and is legally permitted to handle them. The customer remains responsible for declaring the nature of items to be removed so that appropriate arrangements can be made.

The service provider may only transport, transfer, or dispose of waste in accordance with relevant legal duties, including licensing, record-keeping, duty of care, and disposal at authorised facilities where required. Man And A Van Clapham will not knowingly undertake any activity that breaches waste transfer requirements or environmental rules. Where a customer asks for disposal of goods, the provider may require evidence of the type of waste, and may refuse the job if it would create legal risk or breach environmental obligations.

The customer must not leave prohibited waste in the vehicle without prior agreement. If undisclosed items are found after collection, the customer may remain responsible for any penalties, disposal charges, or additional handling costs. Where appropriate, the provider may issue or request a waste transfer note or similar record. The customer agrees to cooperate in good faith so that all lawful disposal arrangements can be completed properly.

6. Delays, Access, and Force Majeure

The service provider is not responsible for delays or failure to perform due to events beyond reasonable control, including but not limited to extreme weather, accident, breakdown, emergency restrictions, strikes, acts of government, or public disruption. If such an event occurs, the provider may suspend or cancel the booking without liability for any resulting loss, except where a refund is required for work not yet performed and where such refund is fair and lawful.

Customers should ensure that items are accessible and that any necessary route arrangements are in place before the booking starts. If the vehicle cannot reach the property or if loading cannot be completed safely, the provider may end the job, charge for time spent, and request rescheduling if possible. Any refusal to complete the service because of unsafe or unlawful conditions shall not be treated as a breach by the provider.

7. Complaints and Dispute Handling

Any concerns should be raised promptly so that they can be reviewed fairly and resolved where possible. The service provider may request photographs, written details, or other evidence in order to assess a complaint. The customer agrees to cooperate reasonably during any review process. The aim is to resolve issues efficiently and proportionately, without unnecessary escalation.

If a disagreement cannot be resolved through discussion, both parties should attempt to settle the matter in good faith before commencing formal legal proceedings. Nothing in these terms prevents either party from seeking urgent injunctive relief, claiming unpaid sums, or relying on statutory rights. Where a settlement offer is made, it may be conditional on full and final resolution of the relevant complaint.

Man and a van Clapham may amend these terms from time to time to reflect operational changes, legal requirements, or improvements in service management. The version in force at the time of booking will apply to that booking unless a later change is agreed in writing and lawfully incorporated. Customers are encouraged to review the terms before each new booking.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise or where another court has mandatory jurisdiction. Any provision found to be unlawful or unenforceable will be treated as modified to the minimum extent necessary, and the remaining provisions will continue in full force.

These terms are intended to operate as a fair legal framework for the provision of moving and transport services. They do not affect any rights that cannot be excluded or limited under applicable consumer legislation. By placing a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions and agree to comply with all reasonable instructions necessary for safe and lawful service delivery.