Terms and Conditions
Ilford Man and Van Service Terms and Conditions
These Terms and Conditions set out the agreement between Ilford Man and Van and any person or organisation using our man and van, removals, delivery, or related services. By making a booking, confirming a quotation, or allowing our operatives to begin work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Client means the individual or business who requests and uses our services.
We, us, our means Ilford Man and Van, the service provider.
Services means any man and van, moving, removal, delivery, transport, loading, unloading, packing, or related services supplied by us.
Goods means all items, belongings, furniture, boxes, and any other property moved, transported, or handled by us on behalf of the Client.
Service area means the geographical area within which we usually provide services, including Ilford and surrounding districts, as well as any other locations agreed in advance.
2. Scope of Services
We provide man and van and removal services for domestic and commercial customers, including local moves, longer-distance transport, small office moves, and collection or delivery of items. The exact scope of work for each booking will be agreed in advance during the quotation and booking process.
Unless specifically stated in writing, our Services do not include professional disconnection or reconnection of appliances, dismantling or reassembly of complex furniture or fittings, specialist lifting beyond standard manual handling, or packing and unpacking. These may be arranged separately if available and agreed with the Client.
We reserve the right to refuse to move any item that we reasonably believe may be unsafe, illegal to transport, excessively heavy or bulky for the available equipment and staff, or likely to cause damage to property or injury to persons.
3. Booking Process
Bookings may be made by the Client by contacting us and providing full and accurate information regarding the required service. This may include addresses, property type, access details, approximate inventory of items, any heavy or fragile goods, and preferred date and time.
All quotations are based on the information provided by the Client at the time of enquiry. If the information provided is incomplete or inaccurate, the quotation may be revised and additional charges may apply.
A booking is only considered confirmed when we have explicitly accepted the booking and provided confirmation of the service details. We reserve the right to decline any booking at our discretion.
The Client is responsible for ensuring that all details in the booking confirmation are correct. Any changes requested after confirmation, such as changes to time, date, addresses, or the volume of goods, must be agreed with us and may affect the price and availability.
4. Quotations and Pricing
Quotations may be provided as an hourly rate, a fixed price, or a combination of both, depending on the nature of the service. Any quotation is based on normal access conditions and reasonable loading times.
Our prices may take into account factors including travel distance, size of vehicle, number of operatives, parking requirements, congestion or toll charges, stairs or restricted access, and the volume or weight of goods.
Unless otherwise stated, quotations do not include parking fees, permits, congestion charges, tolls, or charges for additional labour caused by restricted access or inaccuracies in the information provided. Such costs will be added to the final invoice where applicable.
We reserve the right to adjust our prices from time to time. Price changes will not affect confirmed bookings unless the service details have changed or additional work is requested.
5. Payments and Charges
Payment terms will be communicated at the time of booking. We may require a deposit, partial prepayment, or full prepayment depending on the nature and size of the booking.
Where services are charged by the hour, the minimum booking period and charging increments will be agreed in advance. Time starts from when our vehicle and operatives arrive at the agreed pickup address and ends when the final unloading is completed, unless otherwise stated.
Any additional time beyond the agreed booking, extra stops, or additional services requested by the Client on the day may be charged at our standard rates.
Unless otherwise agreed, all remaining balances are due on completion of the job. We reserve the right to withhold unloading of goods until payment is received in full where payment on completion is required.
If payment is not made when due, we may charge reasonable late payment fees and interest, and we may retain a lien over the Goods until full payment has been received.
6. Cancellations and Amendments
If the Client wishes to cancel or amend a booking, the Client must notify us as soon as possible. Cancellation charges may apply depending on the notice given.
Cancellations made with reasonable notice may not incur a fee, but any deposit paid may be non-refundable where stated at the time of booking. Cancellations with short notice may incur a charge up to a specified proportion of the quoted price, which will be explained in the booking confirmation.
If our operatives arrive at the agreed time and place and are unable to carry out the work due to circumstances beyond our control, including the Client not being present, lack of access, or insufficient preparation, this may be treated as a short-notice cancellation and charges may apply.
We will make reasonable efforts to accommodate amendments requested by the Client, such as changes to date or time. However, all amendments are subject to availability and may result in revised pricing.
We reserve the right to cancel or postpone a booking due to events outside our reasonable control, including severe weather, accidents, traffic disruption, vehicle breakdown, illness, or safety concerns. In such cases we will seek to offer an alternative time or date. Our liability will be limited to any amount already paid for services not yet provided.
7. Client Responsibilities
The Client is responsible for ensuring that
Access to the property and any relevant areas is safe, lawful, and reasonably clear for our vehicle and operatives.
Parking is arranged where necessary, including any permits or authorisations from local authorities or property managers.
All Goods are properly packed, secured, and labelled where appropriate, unless packing services have been specifically booked.
All fragile, valuable, or delicate items are clearly brought to the attention of our operatives before loading.
Any items requiring special handling or disassembly are identified in advance and, where necessary, prepared by the Client before our arrival.
If the Client fails to meet these responsibilities and this causes delay, damage, or additional work, we may apply additional charges and we may not be liable for any resulting loss or damage.
8. Goods Excluded from Transport
Unless expressly agreed in writing, we will not transport or store the following types of items
Perishable goods, live animals, or plants.
Hazardous, flammable, explosive, or corrosive materials.
Illegal items or items whose possession or transport is restricted by law.
High-value items such as jewellery, cash, important documents, or irreplaceable items of exceptional sentimental value.
If such items are included without our knowledge or consent, we accept no responsibility for any loss, damage, or consequences and we may seek compensation for any loss, damage, or liability we incur as a result.
9. Liability and Limitations
We will exercise reasonable care and skill in providing the Services. However, our liability is subject to the limitations set out in this section.
We are not liable for loss or damage to Goods unless caused directly by our negligence or breach of contract. Normal wear and tear, minor scratches, or damage arising from inherent defects, poor packing by the Client, or pre-existing damage will not be covered.
We are not liable for loss or damage arising from
Goods packed by the Client in unsuitable containers.
Goods that are excessively heavy or bulky for their design or packaging.
Electrical or mechanical derangement of appliances or equipment unless there is clear evidence of physical impact caused by our negligence.
Damage to property where the Client insists on our operatives undertaking manoeuvres that are clearly at risk due to limited access, narrow staircases, or tight corners.
To the fullest extent permitted by law, our total liability in respect of any claim for loss or damage, whether to Goods or property, shall be limited to a reasonable sum relative to the service fee paid for the specific job, unless otherwise agreed in writing or covered by applicable insurance.
We will not be liable for any indirect or consequential loss, including loss of profits, loss of opportunity, or loss of enjoyment, even if we have been advised of the possibility of such loss.
10. Insurance
We maintain appropriate insurance cover in connection with the operation of our vehicles and services, as required by law and industry practice. This may include public liability and goods in transit cover, subject to policy terms, conditions, and exclusions.
The Client is responsible for arranging any additional insurance they consider necessary for high-value items or where the value of Goods exceeds the limits of our cover.
Any claim for loss or damage must be reported to us in writing as soon as reasonably possible, and in any case within a reasonable time after completion of the service, to enable us to investigate and, where appropriate, notify our insurers.
11. Delays and Missed Delivery Times
We will make reasonable efforts to attend at the agreed time and to complete the work within a reasonable period. However, all arrival and completion times are estimates and may be affected by traffic, weather, access issues, or other factors beyond our control.
We are not liable for any loss or expense incurred by the Client as a result of delays or missed estimated arrival times, unless such delay is caused by our proven negligence and was reasonably foreseeable.
12. Parking, Access, and Charges
The Client is responsible for ensuring suitable parking is available for our vehicles at both collection and delivery addresses. This may include arranging parking permits or obtaining permission from property owners or managers.
Any fines, penalties, or additional parking charges incurred as a direct result of inadequate arrangements or instructions by the Client may be added to the final invoice.
If access to the property is restricted, involves long carrying distances, or requires additional equipment or manpower, further charges may apply. We will advise the Client where possible if such issues become apparent.
13. Waste Regulations and Disposal
We operate in accordance with relevant waste and environmental regulations. We are not a general waste disposal company and will not remove household waste, construction debris, or hazardous materials unless specifically agreed and permitted by law.
The Client must not request or expect us to dispose of items in a manner that breaches local or national regulations. Any request to remove items for disposal must be stated in advance and may incur additional charges.
Where we agree to take items for disposal, we will do so through authorised channels or facilities as required by applicable waste legislation. We reserve the right to refuse to remove any items that we reasonably believe may be prohibited or require specialist handling.
14. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of our Services, they should notify us as soon as possible so that we can seek to address the issue. Many concerns can be resolved promptly on the day if raised with our operatives.
For more detailed complaints, the Client should provide a clear description of the issue, including dates, times, addresses, and any relevant evidence, so that we can investigate thoroughly.
We will review all complaints in good faith and respond within a reasonable period, proposing any appropriate remedy where applicable.
15. Data Protection and Privacy
We collect and process personal information such as names, addresses, and contact details for the purpose of providing our Services, managing bookings, processing payments, and complying with legal obligations.
We will not sell or share personal data with unrelated third parties except where necessary to provide the Services, comply with the law, or enforce our legal rights.
By using our Services, the Client consents to the processing of their personal data for these purposes, subject to applicable data protection laws.
16. Variations to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in our business practices, legal requirements, or service offerings. Any revised terms will be effective from the date they are published or communicated.
The Terms and Conditions in force at the time of booking will normally apply to that specific booking, unless a change is required by law or expressly agreed with the Client.
17. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions will continue in full force and effect. The invalid or unenforceable provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, where possible.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of our Services, shall be governed by and construed in accordance with the law of England and Wales.
The parties 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 or their subject matter.
By proceeding with a booking or allowing our operatives to commence work, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.
