Terms and Conditions for Man And Van Friern Barnet
These terms and conditions set out the basis on which Man And Van Friern Barnet provides domestic and commercial moving, collection, delivery, and related transport services within the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to these conditions. Please read them carefully before using the service. They are intended to create a clear understanding of the booking process, pricing, obligations, limitations of liability, waste handling requirements, and the legal framework that applies to all work carried out under this agreement.
In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” means the individual, business, or organisation making the booking. These conditions apply to all service requests, whether arranged by phone, email, online form, or any other booking method. They form part of the contract between the customer and the provider once the booking is accepted. Any special instructions, agreed variations, or written changes confirmed in advance may apply in addition to these terms, but only where clearly agreed by both parties.
These terms are designed to be fair and practical for standard transport work. They cover the main responsibilities of both parties and explain what happens if plans change, items are unsuitable for transport, access is restricted, or waste must be handled separately. Unless otherwise stated in writing, all services are provided subject to the following provisions.
1. Booking Process
A booking is made when the customer accepts a quotation or requests the service to be scheduled, and we confirm availability. A quotation may be based on the information supplied by the customer, including the number and type of items, location details, access conditions, floor level, parking arrangements, and any special handling requirements. The customer must ensure that all information provided during the booking process is accurate, complete, and not misleading.
We may provide an estimated price or a fixed price. An estimate is based on the expected time, labour, and vehicle use required, and the final charge may vary if the actual work differs from the original description. A fixed price remains valid only for the specific work described at the time of booking. If the customer requests additional tasks, extra stops, waiting time, dismantling, assembly, or disposal, these may be charged separately.
Booking confirmation may be given verbally or in writing. However, we are entitled to decline a booking, amend availability, or refuse to continue with a job if the information given is incomplete, unsafe, or materially different from what was originally agreed. Customers are responsible for making sure that all items are ready on the scheduled date and that access to the premises is suitable for the agreed service.
2. Service Standards and Customer Responsibilities
Customers must ensure that all goods are properly packed, labelled, and protected unless packaging or wrapping has been agreed as part of the service. Fragile, valuable, or delicate items should be declared in advance. We may refuse to transport items that are improperly packed, unsafe to lift, or likely to cause damage to property, people, or other items in the vehicle.
The customer must provide safe access to the collection and delivery points. This includes arranging parking, giving access instructions, obtaining any required permissions, and making sure that stairways, hallways, and loading areas are clear. If we are delayed because access is restricted, the customer may be charged for waiting time, additional labour, or return visits where necessary. If the service cannot be completed because access is impossible or the customer is absent, the booking may still be charged in part or in full.
The customer must also inform us of any items that are unusually heavy, awkward, dangerous, or likely to require specialist equipment. We may need assistance from the customer or another person where items cannot be safely moved by one person or where a second operative is required. If we believe a task is unsafe, we may refuse or suspend it without liability.
3. Payments
Payment terms will be stated on the quotation, invoice, or booking confirmation. Unless agreed otherwise in writing, payment is due on completion of the service or before unloading if the job has been booked on a prepayment basis. We may require a deposit to secure a booking, especially for larger moves, peak-time work, or jobs involving disposal or third-party charges.
Accepted payment methods may include bank transfer, card payment, or other methods agreed at the time of booking. Any bank fees, failed payment charges, or costs arising from incorrect payment details may be added to the final invoice. The customer must pay all sums due in full without deduction, offset, or withholding unless required by law.
If payment is not made by the due date, we reserve the right to suspend future services, charge reasonable costs incurred in recovering the debt, and recover interest on overdue sums where permitted by law. Ownership of any goods purchased or supplied by us in connection with the service does not pass until full payment has been received.
4. Cancellations, Rescheduling, and Delays
Cancellations should be made as early as possible. If the customer cancels a booking, cancellation charges may apply depending on how much notice is given and whether resources have already been allocated. Where a deposit has been paid, it may be retained in part or in full to cover preparation, reserved time, and costs already incurred.
If the customer wishes to reschedule, we will try to offer a new date subject to availability. However, a change of date is not guaranteed and may be treated as a cancellation followed by a new booking. Any revised quotation may reflect changes in demand, vehicle use, labour requirements, or time-sensitive arrangements.
We are not liable for delays caused by traffic, adverse weather, road closures, accidents, vehicle breakdowns, or events outside our reasonable control. Where possible, we will keep the customer informed of significant delays. If the customer is not present at the arranged time or fails to make access available, we may charge waiting time, abortive attendance fees, or return-trip costs. Repeated or substantial delays caused by the customer may result in cancellation of the booking with charges applied.
5. Liability and Limitations
We take reasonable care when handling goods and carrying out removal work. However, our liability is limited to losses directly caused by our negligence or breach of contract, and only to the extent permitted by law. We are not responsible for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, business interruption, or sentimental value.
Customers should remove or secure cash, jewellery, keys, documents, data storage devices, and other high-value or irreplaceable items before the service begins. Unless we have expressly agreed in writing to transport such items, we do not accept responsibility for their loss or damage. Where valuable goods are carried, the customer should consider obtaining suitable insurance cover.
We are not liable for damage caused by poor packing, pre-existing defects, unsuitable access, hidden structural issues, or items that are inherently fragile or unstable. Where furniture is dismantled or reassembled, we will use reasonable skill and care, but we cannot guarantee against minor marks, wear, or issues arising from the age or condition of the item. Any claim for damage must be reported within a reasonable time and supported by clear evidence.
6. Waste Regulations and Disposal
Where the service includes removal of unwanted items, waste collection, or disposal, the customer must disclose the nature of the material in advance. We only transport and dispose of waste in accordance with applicable UK waste regulations. The customer must not present hazardous, clinical, chemical, electrical, or prohibited waste unless this has been specifically agreed and lawful arrangements are in place.
It is the customer’s responsibility to ensure that any items intended for disposal are legally theirs to discard and are not subject to restrictions, tenancy conditions, ownership disputes, or third-party rights. The customer must also separate items that are to be reused, donated, recycled, or disposed of. We may refuse waste that is contaminated, dangerous, excessively heavy, or unsuitable for lawful handling.
Where duty of care applies, we may keep records of waste transfer, disposal routes, or relevant documentation. The customer agrees to provide accurate descriptions of the waste and to cooperate with any lawful requirements concerning classification, transport, and disposal. Any fines, penalties, or costs arising from false information, illegal disposal requests, or the presence of undeclared hazardous materials may be charged to the customer.
7. Property, Access, and Safe Working Conditions
We reserve the right to stop work if we believe continuing would create an unsafe situation. This includes, without limitation, unsafe lifting conditions, blocked access, aggressive behaviour, structurally unsound premises, severe weather risks, or the presence of hazards such as loose wiring, gas leaks, mould, sharp objects, or pest infestation. In such cases, charges may still apply for time spent and resources allocated.
The customer must ensure that pets are secured, children are supervised, and vulnerable items or surfaces are protected as needed. We may decline to move items that are too heavy to be safely lifted, do not fit through access points, or require special equipment not included in the booking. If a task requires additional operatives, straps, trolleys, tools, or protective materials, extra charges may apply if these were not already included.
Parking penalties, congestion charges, tolls, permits, or similar costs incurred while carrying out the service may be added to the invoice where they are a direct result of the job or where the customer has agreed to pay them. The customer should make every reasonable effort to ensure that lawful and practical access is available at the relevant addresses.
8. Claims, Complaints, and Disputes
Any complaint should be raised as soon as reasonably possible after the event, with supporting details and evidence where available. This allows us to investigate matters promptly and fairly. If a claim concerns damage, the customer should keep the item and any packaging in its condition at the time the issue was discovered and should not dispose of relevant evidence before the matter is reviewed.
We may request photographs, invoices, proof of ownership, or other information needed to assess the complaint. Where appropriate, we may offer repair, replacement, partial refund, or another reasonable solution. Any remedy provided will be at our discretion and in accordance with our legal obligations. Nothing in these terms affects rights that cannot be excluded under UK law.
If a dispute cannot be resolved informally, both parties agree to act reasonably and cooperate in good faith. We encourage the use of proportionate dispute resolution methods before commencing court proceedings. This does not remove either party’s right to seek legal remedies where appropriate.