South Kensington Man and Van Service Terms and Conditions

These Terms and Conditions govern the provision of removal and man and van services by South Kensington Man and Van to you as a customer. By making a booking, confirming a quotation, or allowing our staff to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

1.1 "Company" means South Kensington Man and Van, providing removal and man and van services.

1.2 "Customer" means the individual, business, or organisation requesting and using the services of the Company.

1.3 "Services" means any removal, transport, man and van, loading, unloading, packing, or associated services provided by the Company.

1.4 "Goods" means any items, property, or belongings handled, transported, or stored by the Company in the course of delivering the Services.

1.5 "Service Area" means the locations in which the Company agrees to provide the Services, which typically includes but is not limited to South Kensington and surrounding areas within the United Kingdom.

2. Scope of Services

2.1 The Company provides man and van and removal services for residential, commercial, and light office moves within its Service Area and, by prior agreement, to destinations elsewhere within the United Kingdom.

2.2 Services may include loading, unloading, transport, basic furniture positioning, and, when agreed in advance, packing and unpacking. Any additional services must be agreed with the Company before the commencement of work and may incur extra charges.

2.3 The Company reserves the right to refuse to move or handle any Goods which, in its reasonable opinion, are unsafe, illegal, hazardous, excessively heavy, or likely to cause damage or delay to the vehicle, personnel, or other Goods.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s designated booking channels. The Customer must provide accurate and complete information regarding collection and delivery addresses, access conditions, property type, parking availability, the nature and quantity of Goods, and any special requirements.

3.2 Any quotation provided by the Company is based on the information supplied by the Customer. If the information is inaccurate or incomplete, the Company may adjust the quotation and charges on the day of the move or at any time upon becoming aware of the discrepancy.

3.3 Quotations are generally provided either as an hourly rate or as a fixed price. The quotation will specify which structure applies. Hourly rate bookings are charged from the agreed start time or from arrival at the collection point, whichever is later, until completion of the Services.

3.4 A booking is only confirmed when the Customer has accepted the quotation and, where required, paid any applicable deposit. The Company reserves the right to decline any booking at its discretion.

3.5 The Customer is responsible for ensuring that any required parking permits or authorisations are in place prior to the arrival of the Company’s vehicle. Any parking charges or fines incurred as a result of inadequate arrangements or restrictions may be added to the Customer’s final bill.

4. Access and Customer Responsibilities

4.1 The Customer must ensure that there is suitable access to both the collection and delivery addresses, including sufficient space for the Company’s vehicle to park, load, and unload safely and efficiently.

4.2 The Customer must ensure that all Goods are packed and ready for transport unless packing services have been explicitly agreed in advance. Fragile or high-value items must be suitably protected and clearly identified.

4.3 The Customer must be present, or arrange for a responsible representative to be present, at the collection and delivery addresses for the duration of the move to provide instructions, confirm inventories where applicable, and sign job sheets or other documentation.

4.4 The Customer is responsible for dismantling and reassembling furniture unless this service has been agreed in writing beforehand. If the Company agrees to dismantle or reassemble items, it does so without accepting responsibility for any structural weaknesses or manufacturer limitations.

5. Payments and Charges

5.1 The Customer agrees to pay the Company’s charges in accordance with the quotation and these Terms and Conditions.

5.2 The Company may require a deposit at the time of booking to secure the date and time of the move. Deposits are typically non-refundable except as specified under the cancellation provisions below.

5.3 Unless otherwise agreed, payment of the remaining balance is due immediately upon completion of the Services. The Company may refuse to unload the Goods until payment is made in full.

5.4 Time-based charges are calculated in increments as set out in the quotation, rounded up to the nearest whole increment after the minimum booking period. Waiting time caused by delays outside the Company’s control, such as key collection issues, access problems, or Customer-related delays, may be chargeable at the same hourly rate.

5.5 Additional charges may apply for work outside normal working hours, long carrying distances, stairs above the second floor where no suitable lift is available, heavy or bulky items, or where the nature or quantity of Goods differs materially from the details provided at the time of booking.

5.6 All charges are exclusive of any applicable taxes or duties unless expressly stated otherwise. The Customer is responsible for paying any such amounts where applicable.

6. Cancellations and Changes

6.1 If the Customer wishes to cancel or amend a booking, the Customer must notify the Company as soon as reasonably possible.

6.2 The Company may apply cancellation charges as follows, unless otherwise stated in the quotation or booking confirmation:

(a) Cancellation more than 7 days before the scheduled service date: deposit may be refunded or transferred at the Company’s discretion.
(b) Cancellation between 48 hours and 7 days before the scheduled service date: up to 50 percent of the quoted price may be charged.
(c) Cancellation less than 48 hours before the scheduled service date or on the day of the move: up to 100 percent of the quoted price may be charged.

6.3 If the Customer postpones the move, the Company will use reasonable efforts to accommodate the new date, subject to availability. Postponements may be treated as cancellations and re-bookings at the Company’s discretion.

6.4 The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to vehicle breakdown, staff illness, severe weather, or events beyond its reasonable control. In such cases, the Company will seek to offer an alternative date or, if no suitable alternative can be agreed, will refund any deposit paid. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.

7. Customer Declarations and Restricted Goods

7.1 The Customer warrants that all Goods to be moved are owned by the Customer or that the Customer has full authority from the owner to move and dispose of the Goods as required.

7.2 The Customer must not present for removal or storage any Goods that are hazardous, explosive, illegal, perishable, or which require special licences or handling which have not been disclosed and formally agreed in advance. This includes, but is not limited to, flammable substances, firearms, ammunition, chemicals, gas cylinders, and controlled substances.

7.3 The Company has the right to refuse to handle any Goods that it reasonably believes fall into the categories described above or which pose a risk to safety, property, or legal compliance.

8. Liability for Loss or Damage

8.1 The Company will take reasonable care in handling and transporting the Customer’s Goods. However, the Company’s liability is subject to the limitations set out in this clause.

8.2 The Company’s liability for loss of or damage to Goods, arising from negligence or breach of contract, is limited to a reasonable cost of repair or replacement, taking into account wear, tear, age, and condition, and subject to any per-item or overall limits specified in the quotation or any applicable insurance terms.

8.3 The Company will not be liable for loss or damage arising from:

(a) Defective or inadequate packing by the Customer when the Company has not provided packing services.
(b) Inherent defects, weaknesses, or pre-existing damage in the Goods.
(c) Normal wear and tear, or minor scuffs and scratches arising from ordinary handling.
(d) Acts or omissions of the Customer or any third party present at the premises.
(e) Weather conditions, traffic delays, or other events beyond the Company’s reasonable control.

8.4 The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of enjoyment, or emotional distress, arising from delay, damage, or loss of Goods.

8.5 Certain items are carried entirely at the Customer’s risk, including but not limited to cash, jewellery, valuables, important documents, and items of sentimental value. The Customer is advised not to include such items in the Goods to be moved and to transport them personally wherever possible.

8.6 Any claim for loss or damage must be notified to the Company in writing as soon as reasonably practicable, and in any event no later than seven days after completion of the Services. The Customer must allow the Company and its insurers a reasonable opportunity to inspect any alleged damage.

9. Time Limits and Delays

9.1 Unless specifically agreed in writing, any times given for arrival or completion are estimates only. Whilst the Company will use reasonable efforts to adhere to agreed times, it will not be liable for delays caused by traffic, weather, breakdowns, access issues, or other circumstances beyond its reasonable control.

9.2 The Customer is responsible for making any necessary arrangements with landlords, building managers, or neighbours to ensure timely access. Waiting time caused by access restrictions or unavailability of keys may be charged in accordance with the Company’s hourly rate.

10. Waste and Disposal Regulations

10.1 The Company is not a licensed waste carrier unless expressly stated. As such, the Company generally cannot remove or dispose of household waste, rubble, construction materials, or other refuse as part of its standard Services.

10.2 Where the Company agrees to remove items for disposal, this will be limited to items classed as non-hazardous bulky waste and will be subject to separate charges. Any such service will be carried out in accordance with applicable waste and environmental regulations.

10.3 The Customer must not request the Company to dispose of hazardous waste, including chemicals, paints, oils, asbestos, gas cylinders, or electrical items that require specialist recycling, unless a specific arrangement has been made and confirmed in writing.

10.4 The Customer remains responsible for ensuring that any items presented for disposal are lawfully capable of being disposed of and do not breach any local, national, or environmental regulations. The Company reserves the right to refuse removal of any items that it reasonably suspects may contravene such regulations.

11. Insurance

11.1 The Company maintains insurance cover appropriate to its business and vehicle operations, subject to the terms, conditions, and exclusions of the relevant policies.

11.2 The Customer is encouraged to obtain separate insurance for high-value items or full replacement cover for all Goods, particularly where the value exceeds any limits specified by the Company or its insurers.

12. Complaints and Dispute Resolution

12.1 If the Customer has any concerns or complaints regarding the Services, the Customer should raise them with the Company as soon as possible so that the Company has an opportunity to address the issue.

12.2 The Company will investigate complaints in a fair and timely manner and may request supporting evidence, including photographs, invoices, or witness statements, where necessary.

12.3 If a dispute cannot be resolved informally, either party may seek to resolve the matter through mediation or, failing that, through the courts of the jurisdiction specified in the governing law clause below.

13. Data Protection and Privacy

13.1 The Company will use the Customer’s personal information only for the purposes of managing bookings, delivering the Services, processing payments, and handling any queries or claims.

13.2 The Company will take reasonable steps to protect personal data against unauthorised access, loss, or misuse and will retain such data only for as long as necessary to fulfil the purposes for which it was collected or as required by law.

14. General Provisions

14.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services.

14.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision will be deemed deleted, but the remaining provisions will continue in full force and effect.

14.3 The Company may update or amend these Terms and Conditions from time to time. The version applicable to a particular booking will be the version in force at the time the booking is confirmed.

14.4 The Customer may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

15.2 The parties irrevocably agree that 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 their subject matter or formation.

By making a booking with South Kensington Man and Van or using our Services, you confirm that you have read, understood, and agreed to these Terms and Conditions.