Southkensington Man And Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Southkensington Man And Van provides removal, transport, loading, unloading, and related moving services within the United Kingdom. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical framework for both parties. Throughout this document, references to we, us, and our mean Southkensington Man And Van, and references to you or the customer mean the person or business booking the service.
These terms apply to all standard man and van services, including single-item moves, partial loads, furniture transport, household moves, and small-scale commercial relocations. They also apply to any additional services agreed in writing, such as packing assistance, furniture disassembly, or the handling of specialist items. If any specific written quotation or confirmation differs from these terms, the written quotation or confirmation will take priority to the extent of the inconsistency.
We aim to keep the process straightforward, transparent, and professional. However, as with any moving service, the work may involve variables such as access conditions, parking restrictions, weight of items, weather, time limits, and customer preparation. For that reason, customers should read these terms carefully before confirming a booking. A booking request indicates acceptance of these provisions, including those relating to payments, cancellations, liability, and waste regulations.
1. Booking Process
A booking may be requested by phone, email, online form, or any other method we make available from time to time. A booking request is not confirmed until we have acknowledged it and, where required, received any deposit or written acceptance of the quotation. We may ask for details such as collection and delivery addresses, preferred dates and times, item list, floor access, parking arrangements, and any special handling requirements. Accurate information helps us provide a proper service and reduces the risk of additional charges or delays.
At the quotation stage, we may give an estimated price based on the information provided. Unless expressly stated otherwise, estimates are based on the scope, volume, weight, distance, and access conditions described at the time of booking. If the actual service differs materially from the information supplied, we reserve the right to revise the quotation accordingly. This may include changes caused by extra items, heavy or awkward goods, poor access, waiting time, congestion, or the need for additional labour or equipment.
Customers are responsible for ensuring that all information provided is complete and accurate. If access is limited, parking is restricted, lifts are unavailable, or items require special preparation, this must be disclosed in advance. We may refuse to carry out work that is unsafe, impracticable, or outside the agreed scope. Any booking remains subject to vehicle availability, staffing, and operational feasibility. A confirmed booking may still be amended where necessary for safety, compliance, or service reasons.
2. Service Standards and Customer Responsibilities
We will use reasonable skill and care in providing the service. The customer must ensure that the property, items, and route are ready at the agreed time. This includes arranging access, obtaining any necessary permissions, protecting floors or walls where needed, and ensuring that items can be moved safely. Customers should also disconnect appliances, remove loose contents from furniture, and secure fragile items unless we have agreed in writing to assist with packing or preparation.
The customer must be available, or have an authorised representative available, during the collection and delivery window. Where decisions are needed on site, instructions from the customer or the customer’s representative will be treated as binding. If no authorised person is present, we may postpone the work, store items temporarily at the customer’s risk, or leave the site if continuing would be unreasonable. Any resulting costs, including waiting time, repeat attendance, or storage, may be charged to the customer.
We may refuse to transport items that are dangerous, illegal, unhygienic, unsealed, leaking, infested, or otherwise unsuitable for carriage. Examples may include flammable liquids, explosives, gas cylinders, fireworks, asbestos, medical waste, or any item prohibited by law. The customer must notify us in advance of any item requiring special handling. We may also decline to carry items that are excessively heavy, inadequately packaged, or likely to cause damage to property or injury to persons.
3. Payments, Deposits, and Charges
Unless otherwise agreed, payment is due in full on completion of the service, before unloading is finished, or at the time specified in the quotation. We may request a deposit to secure the booking, particularly for longer jobs, weekend work, short-notice requests, or jobs involving multiple staff. Any deposit will be deducted from the final invoice unless it is expressly stated to be non-refundable. Payment methods may include bank transfer, card payment, or cash, subject to availability and prior agreement.
Our charges may be calculated on a fixed-price basis or on an hourly basis. If the service is hourly, billing may start from the agreed arrival time, the time of departure from our base, or another point stated in the quotation. Where the service extends beyond the original estimate because of delays, extra work, or additional items, further charges may apply. Common chargeable extras include stairs, waiting time, congestion, parking costs, disposal fees, tolls, and fuel surcharges if specifically disclosed in advance.
Invoices must be paid in accordance with the terms stated on the invoice or booking confirmation. Late payment may result in interest and reasonable recovery costs, where permitted by law. We reserve the right to withhold further services, pause the delivery, or retain items where payment remains outstanding and such retention is lawful. If payment is disputed, the customer must raise the issue promptly and provide supporting details so the matter can be reviewed fairly.
4. Cancellations, Amendments, and Delays
Cancellations should be made as soon as possible. If the customer cancels after a booking has been confirmed, cancellation charges may apply depending on the notice given, the availability of the slot, and any preparatory work already undertaken. Deposits may be retained where the cancellation occurs within a short period before the scheduled service, especially where staff, vehicles, or subcontractors have been allocated. Any specific cancellation rules set out in the quotation will take precedence.
If the customer wishes to change the date, time, addresses, or scope of work, we will try to accommodate the request, subject to availability and operational constraints. However, amendments may affect the price and may require a new quotation. We are not liable for delays caused by traffic, weather, road closures, breakdowns, force majeure events, or inaccurate instructions provided by the customer. Where a delay occurs, we will make reasonable efforts to communicate and rearrange the service in a practical manner.
Should we need to cancel or postpone due to circumstances beyond our reasonable control, including vehicle failure, staff illness, severe weather, legal restriction, or safety concerns, we will notify the customer as soon as reasonably possible and offer an alternative date where feasible. Our liability in these circumstances will be limited to refunding any deposit for undelivered services, unless the law requires otherwise. No further compensation will be payable for indirect losses arising from such cancellation or delay.
5. Liability, Damage, and Insurance
We will take reasonable care when handling goods, property, and access areas. However, the customer acknowledges that moving goods involves inherent risk. Unless caused by our negligence, we are not responsible for pre-existing damage, hidden defects, inadequate packaging, unstable furniture, or items that are unsuitable for transport. Customers are encouraged to protect fragile items and to notify us of anything requiring extra care. If items are especially valuable, rare, or delicate, the customer should consider specialist insurance.
Our liability for loss or damage will be limited to direct loss and will not extend to indirect, special, or consequential loss, including loss of profit, business interruption, or missed deadlines, except where such exclusion is not permitted by law. Where liability arises from our proven negligence, our responsibility may be limited to the reasonable repair cost or replacement value of the affected item, taking into account age, condition, and fair market value. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or other liability that cannot legally be excluded.
The customer is responsible for arranging adequate insurance cover for items of high value or sentimental importance. Unless expressly agreed in writing, we do not provide comprehensive transit insurance for all goods. Any insurance arrangement we offer or mention will be governed by its own conditions, exclusions, and limits. Claims for damage or loss must be reported promptly, ideally before the completion of the job or as soon as the issue becomes apparent, so that a fair investigation can take place.
6. Waste Regulations and Disposal
Where our service includes removal of unwanted items, the customer must make clear whether the goods are to be reused, recycled, donated, or disposed of as waste. Waste handling in the UK is subject to legal requirements, including those concerning duty of care, lawful transfer, and appropriate disposal routes. We will only remove waste in accordance with applicable regulations and may refuse items that cannot be lawfully handled, transported, or disposed of through our standard processes.
The customer must not present hazardous waste, clinical waste, chemicals, oils, solvents, batteries, electrical items, gas cylinders, or any controlled waste for disposal unless we have expressly agreed in advance and are legally permitted to take it. If waste is accepted, the customer must provide truthful information about its nature and origin. Any incorrect description of waste may lead to additional charges, refusal of collection, or liability for the customer if regulatory issues arise.
We may transfer waste only to authorised facilities or appropriately licensed parties where required by law. The customer agrees that, by requesting removal of waste, they are authorising us to handle the waste in a lawful and practical manner, and to charge for any associated labour, transport, or disposal costs. If we believe an item may be classed as waste under applicable regulations, we may request clarification before proceeding. We reserve the right to document waste movements where required by law or operational policy.
7. Ownership, Right to Refuse, and Site Conditions
The customer confirms that they are the owner of the goods or have permission from the owner to arrange the service. We will not knowingly handle stolen goods, items subject to legal dispute, or property that the customer is not entitled to move. If ownership is unclear or there is a dispute at the site, we may suspend the job until the matter is resolved. Any delay or abortive attendance caused by such issues may be charged to the customer where lawful and reasonable.
We may refuse to start or continue work if conditions are unsafe, unlawful, or materially different from what was described in the booking. Examples include unsuitable parking, unsafe stairs, blocked access, insufficient manpower for the weight involved, or the presence of pests, mould, contamination, or other hazards. We may also request that the customer sign a confirmation of the items to be moved and the condition of premises before work begins. Such records help avoid misunderstandings and support fair handling of any later complaint.
Any estimate of time or manpower is provided in good faith but is not guaranteed unless specifically stated as fixed. Where the customer requests additional tasks not included in the original booking, we may quote separately and may decline if the request is outside the agreed scope. The customer must ensure that all items are packed, labelled, and ready in a way that allows the service to proceed efficiently and safely.
8. Complaints and Disputes
If the customer has a complaint, they should raise it promptly and provide relevant details, including the booking date, description of the issue, and any available evidence. We will investigate complaints in a reasonable and proportionate manner. Where appropriate, we may request photographs, receipts, or other supporting information. Our aim is to resolve disputes fairly and without unnecessary delay. No complaint will alter payment obligations for services lawfully provided and undisputed.
If a dispute cannot be resolved informally, the parties should attempt to settle the matter through good-faith discussion before beginning formal proceedings. Nothing in these terms prevents either party from seeking urgent relief from a court where necessary. If any term is found invalid or unenforceable, the remainder of the terms will continue in force. A failure by us to enforce any right at any time does not waive that right for the future.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings elsewhere. By booking with Southkensington Man And Van, the customer agrees that this legal framework applies to the service contract, any quotation, and any related claim or interpretation.
This document is intended to be a fair service agreement for a man and van provider operating across the UK, while remaining practical and legally focused. It does not create any partnership, employment relationship, or agency between the parties, and no third party has any rights under it unless required by law. The headings are provided for convenience only and do not affect interpretation. The customer’s continued use of our Southkensington removals and transport service after receiving updated terms will be treated as acceptance of those updated terms where lawful.
Summary of obligations: provide accurate booking information, ensure access and readiness, pay on time, follow lawful waste procedures, and accept that liability is limited as set out above. We will act with reasonable care, communicate reasonably, and perform the booked work with professionalism. These terms help ensure a clear, safe, and efficient arrangement for both parties.