Man And Van Aldgate Terms and Conditions
These Terms and Conditions set out the basis on which Man and Van Aldgate provides transport, lifting, loading, unloading, and related moving services to customers in the UK. By making a booking, the customer agrees that these terms apply to the service, the quotation, and any agreed amendments made in writing or by recorded message. These terms are intended to create a clear, fair, and practical framework for the provision of a man and van service, whether the job involves a single item, a small household move, or a larger collection requiring careful planning.
The customer is responsible for reading these terms before confirming a booking. If anything is unclear, the customer should request clarification before the service date. Any statement made by an employee or subcontractor that is not confirmed in writing will not alter these Terms and Conditions unless expressly agreed by the company. References to “we”, “us”, and “our” mean the service provider operating under the Man And Van Aldgate name, and references to “you” or “the customer” mean the individual or business requesting the service.
These terms apply to all standard bookings unless a separate written agreement states otherwise. They are designed to support a reliable man and van Aldgate service while also protecting both parties from misunderstandings concerning access, timing, payment, property condition, and lawful disposal of waste. In these terms, the phrase vehicle and removal service also includes loading assistance, local transport, and delivery-only assignments where appropriate.
1. Booking Process
The booking process begins when the customer provides accurate details about the items, the collection and delivery points, access conditions, and the preferred date and time. A quotation may be provided based on the information supplied, but any quotation is subject to review if the actual circumstances differ from the details given. The customer must provide honest and complete information so that the appropriate vehicle size, staffing level, and time allocation can be arranged for the moving service.A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment requested. Confirmation may be given by email, text message, or another recorded method. The customer should check the confirmation carefully, including the address, collection time, number of floors, parking availability, item list, and any agreed extra services. If there is an error, the customer must notify us promptly so that corrections can be made before the appointment.
We may refuse or reschedule a booking if the information provided is incomplete, misleading, unsafe, unlawful, or beyond the scope of the service offered. This includes situations where a customer requests us to move items that are excessively heavy, contaminated, unsafe to handle, or otherwise unsuitable for transport. While we aim to be flexible, the final decision on whether a job can be completed safely and lawfully rests with us. The customer agrees to cooperate with reasonable instructions from our team during the collection and delivery process.
2. Pricing and Payments
Prices are normally based on the details given at the time of booking, including the time required, the size of the load, and any extra labour, waiting time, stairs, parking costs, or disposal charges that may apply. Where the job changes on arrival, we may revise the price to reflect the actual work required. Any additional charge will be explained as clearly as reasonably possible before the extra work is carried out. This applies to all van removal services and associated handling work.Unless agreed otherwise, payment is due on completion of the service and must be made immediately by the method stated in the booking confirmation. We may request a deposit to secure a booking, and that deposit may be non-refundable where stated in advance. If an invoice is issued, payment must be made within the period specified on the invoice. Late payment may lead to recovery action and the customer may be charged reasonable costs incurred in pursuing overdue sums, to the extent permitted by law.
The customer is responsible for ensuring that payment can be made in full on the agreed date. If payment is declined, delayed, or otherwise not received, we may withhold release of goods, pause the job, or suspend future services until the balance is settled. Any dispute over an invoice must be raised as soon as reasonably possible and must not be used as a reason to avoid paying undisputed amounts. The customer must not deduct any amount unless we have agreed to it in writing or the deduction is required by law.
3. Cancellations, Rescheduling, and Waiting Time
The customer may cancel or reschedule a booking by giving notice as early as possible. Where a cancellation is made within a reasonable time before the service date, we may choose to transfer the booking or refund any recoverable amount at our discretion, depending on costs already incurred. If a booking is cancelled at short notice, or if our team arrives and the job cannot proceed because the customer is not ready, the deposit may be retained and further reasonable charges may apply to cover lost time, travel, and staffing.We may cancel or postpone a booking if there are unsafe conditions, severe weather, vehicle breakdown, staff illness, access restrictions, parking issues, or any other event beyond our reasonable control. In such cases, we will aim to offer an alternative time. We will not be liable for delay caused by events outside our control, including road closures, traffic disruption, accidents, or failure of third-party facilities. This is especially relevant for any man and van hire arrangement where timing depends on external conditions.
If the customer asks us to wait beyond the scheduled time, we may agree to do so, but waiting time may be charged. If the customer is absent, unreachable, or unable to release goods or grant access, we may leave the site after a reasonable period and treat the booking as cancelled by the customer. The customer must ensure that keys, entry arrangements, parking permissions, lift access, and any required permits are available when needed for the service.
4. Customer Responsibilities
The customer must ensure that all items are properly packed, secured, and ready for transport unless packing has been expressly included in the booking. Fragile items should be wrapped and protected before the collection time. We accept no responsibility for damage caused by poor packing, unstable stacking, hidden defects, or items that were already damaged before loading. The customer must also remove personal data from devices and secure any confidential documents before handing them over.It is the customer’s responsibility to disclose any items that are valuable, fragile, hazardous, unusually large, or difficult to move. This includes pianos, antiques, glass, heavy appliances, batteries, paints, chemicals, and anything with special handling requirements. If such items are not declared in advance, we may refuse to transport them or may apply an additional charge where lawful and reasonable. The customer must also ensure that no prohibited items are included in the load.
The customer must be able to prove ownership or authority to move the goods if requested. We may decline to handle items if we suspect they may be stolen, counterfeit, unsafe, or subject to a legal restriction. Where the service includes collection from a third party, the customer must ensure that the third party is aware of the booking and prepared for the handover. Failure to do so may cause delay or additional cost, which may be charged to the customer.
5. Liability and Insurance
We will exercise reasonable care and skill when providing the man and van service. However, our liability is limited to loss or damage caused by our proven negligence or breach of contract. We are not responsible for ordinary wear and tear, unavoidable scuffing, pre-existing defects, or damage caused by inadequate packing, incorrect loading instructions, or the customer’s own handling of the items. The customer should inspect items before the service begins and note any existing marks or damage where appropriate.
Our team may refuse to move items that are not safely liftable, do not fit through access points, or present a risk to people or property. If the customer insists on moving such items against our advice, any resulting damage or injury may be the customer’s responsibility. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Any insurance we hold is subject to its own policy terms, exclusions, and claim requirements.
Where a claim is made, the customer must notify us as soon as reasonably possible and provide evidence of the alleged loss or damage. This may include photographs, receipts, repair estimates, and a written description of the incident. We may inspect the item or request that it be retained for inspection. If the customer fails to notify us promptly, this may affect our ability to investigate and may reduce or defeat the claim. Any compensation, if due, will be limited to the direct loss actually suffered and will not include indirect or consequential losses unless required by law.
6. Waste Regulations and Disposal
Where the service includes waste removal, rubbish clearance, or disposal of unwanted items, the customer agrees that all materials presented for removal are lawful to collect and dispose of. We operate in accordance with applicable UK waste laws and environmental requirements. The customer must not present hazardous waste, asbestos, clinical waste, chemicals, pressurised containers, oils, solvents, or any other controlled material unless this has been expressly agreed and lawfully managed in advance. Unlawful or undisclosed waste may be refused and may be reported where required.We may require details of the type and quantity of waste before agreeing to remove it. The customer is responsible for identifying any items that need special treatment, segregation, or permitted disposal channels. Waste must not be left in a state that creates a risk to health, property, or the environment. If the customer provides incorrect information about the contents or classification of the waste, the customer will be liable for any additional cost, fine, penalty, or claim arising from that misinformation, to the extent permitted by law.
Where applicable, waste transferred from the customer must be handled by authorised persons and taken only to lawful facilities. The customer acknowledges that fly-tipping, improper disposal, and misdescription of waste are serious offences. We reserve the right to decline any load we believe may breach environmental rules or safety standards. The customer agrees that any instructions to leave items in an unlawful location will be ignored and that compliance with waste regulations takes priority over any such request.
7. Delays, Access, and Performance
We will use reasonable efforts to arrive within the agreed time window, but all times are estimates unless expressly stated otherwise. Delays may occur because of traffic, weather, unexpected loading conditions, or events beyond our control. The customer must ensure safe and reasonable access to the collection and delivery points, including lifts, stairways, entrances, parking areas, and loading bays. If access is restricted, we may charge extra time or refuse to proceed if safety is compromised.If the customer requires a particular route, delivery order, or handling method, this must be agreed beforehand. We are not responsible for delays caused by third parties, building managers, porters, security staff, or neighbours who restrict access or parking. If the customer instructs us to wait for a third party, any resulting delay may be chargeable. Where a move requires multiple trips, we may complete the work in the order that is most efficient and safe for the vehicle, team, and items involved.
We may suspend performance if continuing would expose our staff, the customer, or the public to risk, or if the customer behaves abusively, threatens staff, or refuses to follow reasonable instructions. In such cases, the customer remains liable for work already carried out and for any agreed waiting or cancellation charges. We may also terminate the service immediately if illegal activity is suspected or if the booking has been materially misrepresented.
8. Governing Law and General Terms
These Terms and Conditions, and any dispute arising from or connected with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer law provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will remain in full force and effect.No failure or delay by us in enforcing any right or remedy will operate as a waiver of that right. Any variation to these terms must be agreed in writing. Headings are included for convenience only and do not affect interpretation. These terms apply to standard service arrangements and may be supplemented by special conditions for specific jobs, provided those special conditions are confirmed in writing. In the event of inconsistency, the written special conditions will prevail only to the extent of the inconsistency.
By making a reservation with Man And Van Aldgate, the customer confirms that they have read, understood, and agreed to these Terms and Conditions. The customer also confirms that they are authorised to book the service, to release the relevant items, and to accept responsibility for the accuracy of the information supplied. These terms are intended to support a professional man and van removal arrangement that is clear, lawful, and fair for both parties.