Man with Van Ruxley Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Ruxley provides removal, collection, delivery and related services within its local service area and throughout the United Kingdom. By making a booking or allowing work to commence, you agree to be bound by these Terms and Conditions.
These terms are intended to provide clear and fair rules for both parties and to support efficient, safe and compliant local removals and transport services.
1. Definitions
In these Terms and Conditions, the following definitions apply:
"Company" means Man with Van Ruxley.
"Customer" means the individual or business requesting and paying for the services of the Company.
"Services" means any removal, collection, delivery, loading, unloading, packing, unpacking, transport, or associated activity carried out by the Company.
"Vehicle" means the van or vans used to provide the Services.
"Service Area" means the general locality in which the Company routinely operates, including but not limited to Ruxley and surrounding districts, while also covering other UK destinations as agreed.
2. Scope of Services
The Company provides man and van services for domestic and commercial customers, including local moves, small to medium removals, single item transport, office relocations and light haulage. Services are tailored to the specific requirements agreed at the time of booking.
The Company may, at its discretion, decline to carry particular items or perform particular tasks where doing so would be unsafe, unlawful, unsuitable for the Vehicle, or outside the normal scope of a man and van operation.
3. Booking Process
3.1 Booking request
The Customer may request a booking by providing accurate details of the job, including collection and delivery addresses, access information, dates and times, quantity and type of items, floor levels, parking arrangements and any special requirements.
3.2 Quotations
Any quotation provided by the Company is based on the information supplied by the Customer. Quotations are usually given on a time and distance basis or as a fixed price for the described work. If the information provided is incomplete or inaccurate, the Company reserves the right to amend the quotation or charge for additional time, mileage, equipment or labour.
3.3 Confirmation of booking
A booking is not confirmed until the Company has expressly accepted it. Confirmation may be verbal or written. The Company may, at its discretion, require a deposit or upfront payment as a condition of confirmation.
3.4 Changes to booking
The Customer must inform the Company as soon as possible of any changes to the booking details, including dates, times, addresses, items, access, or required services. Changes are subject to availability and may result in amended charges.
4. Customer Responsibilities
The Customer agrees to:
Provide accurate and complete information when making a booking.
Ensure that adequate access is available at both collection and delivery points, including clear hallways, staircases, lifts and doorways.
Arrange any parking permits or permissions required and ensure that safe and legal parking is available for the Vehicle at all relevant locations.
Ensure that items are suitably packed, protected and labelled, unless packing services have been expressly agreed as part of the booking.
Be present or represented at the agreed times to grant access, provide instructions and sign any documentation relating to the Services.
Comply with all relevant laws, including waste regulations and restrictions on the transport of prohibited or hazardous items.
5. Items the Company Will Not Carry
The Company will not transport certain items, including but not limited to:
Explosives, firearms, ammunition or weapons.
Flammable, corrosive, toxic or otherwise hazardous substances.
Illegal goods, stolen property or items obtained unlawfully.
Live animals or perishable items requiring specialist conditions.
Any item which, in the professional opinion of the Company, presents an unacceptable risk to safety, the Vehicle, staff, other customers or the public.
If the Customer conceals such items within the consignment, the Customer will be solely responsible for any resulting loss, damage, fine, penalty or claim, and the Company may terminate the Services immediately without refund.
6. Payments and Charges
6.1 Pricing basis
Charges may be calculated on an hourly rate, a fixed price, or a combination of time, distance, number of staff, and any additional services or equipment. The basis of the charges will be explained at the time of quotation.
6.2 Deposits
The Company may require a deposit to secure a booking. Deposits are usually non-refundable except as set out in the cancellation provisions of these terms.
6.3 Payment terms
Unless otherwise agreed, payment is due immediately upon completion of the job and must be made before the Vehicle is unloaded at the final delivery point. For business customers with an agreed account, alternative payment terms may be arranged in writing.
6.4 Additional charges
Additional charges may apply if:
The job takes longer than estimated due to circumstances not disclosed at the time of booking.
Extra items, rooms, floors or addresses are added on the day.
There are significant delays due to waiting time, poor access, lack of parking, or the Customer not being ready at the agreed time.
Specialist equipment or extra labour is required.
6.5 Failure to pay
If the Customer fails to pay sums due, the Company may resist further unloading until payment is received, and may charge interest on overdue amounts at the statutory rate, together with any reasonable costs incurred in recovering the debt.
7. Cancellations and Rescheduling
7.1 Customer cancellation
If the Customer wishes to cancel a confirmed booking, the Customer must notify the Company as soon as possible. The following may apply unless otherwise agreed:
Cancellation more than 72 hours before the scheduled start time: deposit may be retained as an administration fee, but no further charge will normally be made.
Cancellation between 24 and 72 hours before the scheduled start time: up to 50 percent of the estimated job value may be charged.
Cancellation less than 24 hours before the scheduled start time or failure to be present at the agreed time: up to 100 percent of the estimated job value may be charged.
7.2 Rescheduling
The Company will try to accommodate reasonable requests to reschedule, subject to vehicle and staff availability. Rescheduling at short notice may be treated as a cancellation and new booking, at the Company's discretion.
7.3 Company cancellation
In rare cases, the Company may need to cancel or postpone a booking due to circumstances beyond its reasonable control, such as severe weather, vehicle breakdown, staff illness, road closures or other events. In such cases, the Company will inform the Customer as soon as possible and offer to reschedule or, if rescheduling is not possible, refund any pre-paid amounts in respect of the affected booking. The Company will not be liable for any consequential loss arising from such cancellation.
8. Performance of the Service
The Company will carry out the Services with reasonable care and skill and will take reasonable steps to protect the Customer's property during loading, transport and unloading.
The Customer is responsible for ensuring that items are correctly dismantled prior to the job where required, unless dismantling has been agreed as part of the service. The Company does not undertake specialist disconnection or reconnection of appliances, fittings or IT equipment unless expressly agreed and then only on a best-efforts basis.
9. Liability and Limitations
9.1 General limitation
To the fullest extent permitted by law, the Company's total liability for loss or damage arising out of or in connection with the Services shall be limited to a reasonable amount proportionate to the value of the relevant consignment and the charges paid for the job.
9.2 Exclusions of liability
The Company shall not be liable for:
Damage to items that are inherently fragile, poorly constructed or previously damaged.
Damage arising from inadequate packing by the Customer.
Loss or damage to cash, jewellery, important documents, antiques or items of high value unless specifically declared and agreed in writing beforehand.
Any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity or emotional distress.
Damage or delays caused by circumstances beyond its reasonable control, including but not limited to traffic, road closures, weather, industrial action, accidents or criminal acts of third parties.
9.3 Customer packing
Where the Customer undertakes their own packing, the Company will not be liable for damage resulting from inadequate or inappropriate packaging or the use of unsuitable containers.
9.4 Time limits for claims
The Customer must inspect items as they are unloaded and notify the Company of any visible loss or damage as soon as reasonably practicable, and in any event within 48 hours of completion of the job. Any claim must be supported by reasonable evidence. Failure to notify within this time frame may affect the Company's ability to investigate and may limit or remove any entitlement to compensation.
10. Insurance
The Company maintains appropriate insurance for its vehicles and liabilities in connection with the provision of man and van services. This is not a substitute for dedicated contents or removals insurance. Customers with high value or particularly delicate items are strongly advised to arrange their own additional insurance cover to meet their specific needs.
11. Waste, Disposal and Environmental Regulations
11.1 Waste carrier obligations
The Company complies with applicable UK waste regulations and will only transport and dispose of waste in accordance with legal requirements. The Customer must not ask the Company to dispose of waste unlawfully.
11.2 Prohibited waste
The Company will not transport controlled, hazardous or regulated waste streams without prior agreement and appropriate documentation. This includes chemicals, clinical waste, asbestos and similar materials.
11.3 Household and general waste
Where the Company agrees to remove general household waste or unwanted items, it will transport them to an authorised facility. Additional charges will apply for disposal based on weight, volume and any site fees. The Customer remains responsible for any fines or penalties arising from false declarations about the nature of the waste.
12. Parking, Access and Local Restrictions
The Customer is responsible for checking any local parking or access restrictions at the collection and delivery addresses and for arranging permits or exemptions where needed. This is particularly important in residential streets, town centres and restricted zones within and around the local service area.
The Company may charge for any parking fees, fines or penalties incurred as a result of inadequate arrangements by the Customer, or where the Customer instructs the driver to park in a location that is not compliant. The Company reserves the right to refuse to park illegally or in a manner it considers unsafe.
13. Customer Conduct and Health and Safety
The Company takes health and safety seriously and expects the Customer to cooperate in providing a safe working environment. The Customer must not require the Company’s staff to undertake any activity that is clearly unsafe, such as carrying excessively heavy items without proper assistance, navigating dangerous access routes, or ignoring manual handling guidance.
The Company reserves the right to withdraw its staff and cease work if there is a risk to their safety, the Vehicle, or other persons. In such cases, the Customer may still be liable for part or all of the agreed charges.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be addressed promptly. The Company will investigate complaints in good faith and seek a fair resolution.
If a dispute cannot be resolved informally, either party may consider using mediation or another form of alternative dispute resolution before resorting to court proceedings, although this is not mandatory.
15. Data Protection and Privacy
The Company will handle personal information provided by the Customer in accordance with applicable data protection laws. Information is collected for the purpose of arranging and delivering the Services, handling payments, managing bookings, and dealing with any queries or complaints. The Company will not sell the Customer’s personal data to third parties.
16. Amendments to these Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of booking will normally apply to that booking. Customers are encouraged to review the latest terms when arranging new services.
17. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be modified to the minimum extent necessary or deemed deleted, and the remaining provisions shall continue in full force and effect.
18. Governing Law and Jurisdiction
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 laws of England and Wales.
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 the provision of the Services.
By making a booking with Man with Van Ruxley or permitting work to begin, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.
