UK Service Terms and Conditions for Man With Van Nineelms

These terms and conditions set out the basis on which Man With Van Nineelms provides moving, transport, collection, and related assistance services within the United Kingdom. By making a booking, requesting a quote, or allowing work to begin, the customer agrees to be bound by these terms. These conditions are designed to create a clear agreement between the service provider and the customer, covering the booking process, payment obligations, cancellation rights, liability limits, waste handling requirements, and the legal framework that applies to the service.

For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider operating under the name Man With Van Nineelms, while references to “you” or “the customer” mean the person, business, or organisation booking the service. These terms apply to all standard removals, single-item transport, furniture collections, light delivery work, loading and unloading assistance, and similar tasks arranged through a quotation or confirmed booking.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply in full. No variation to these terms will be binding unless agreed in writing by both parties. In the event of inconsistency between a written quote and these terms, the written quote will apply only to the extent of the specific service details stated, while the rest of these terms remain effective.

1. Booking Process

Bookings may be requested by providing accurate details of the items, address, access conditions, preferred dates, and any special handling requirements. A quotation may be based on the information supplied at the time of enquiry. Customers must ensure that all relevant facts are complete and truthful, including the number of items, floor levels, parking restrictions, stair access, lift availability, and any need for dismantling, packing, or protective wrapping. If the actual job differs from the description provided, additional charges may apply.

A booking is not confirmed until it has been accepted by us and, where required, any deposit or advance payment has been received. We reserve the right to refuse or decline a booking where the service requested is outside our operational capacity, where the details are incomplete, or where safety, legal compliance, or access issues make the job unsuitable. The customer is responsible for checking the booking confirmation carefully and notifying us immediately of any errors.

Unless otherwise agreed, arrival times are approximate and may be affected by traffic, weather, access delays, or unforeseen operational issues. While we will always aim to arrive within the agreed time window, time is not guaranteed unless expressly stated in writing. The customer must ensure that someone authorised is present to give instructions, confirm the inventory, and approve completion of the work where necessary.

2. Service Scope and Customer Responsibilities

The service may include lifting, loading, transport, unloading, and placement of goods, subject to prior agreement. We do not automatically provide specialist services such as full packing, piano moving, safe removal, or handling of hazardous materials unless clearly agreed in advance. Any item that requires special equipment, additional staffing, or unusual care must be disclosed before the booking is confirmed.

The customer must take reasonable steps to prepare the premises and items for collection or delivery. This includes securing loose items, ensuring safe access, protecting fragile goods, and arranging any required permissions for parking or building entry. The customer must also ensure that items are legally owned, lawfully transferred, and free from contamination, infestation, or prohibited content. We may refuse to move items that appear unsafe, illegal, damaged beyond safe handling, or likely to cause risk to people or property.

Where the customer asks us to move goods on behalf of a third party, the customer confirms that they have the authority to do so and that the third party accepts these terms insofar as they apply to the service. The customer remains responsible for payment and any instructions given by any authorised representative acting on their behalf.

3. Payments, Charges, and Invoicing

All prices are quoted on the basis of the information available at the time of booking. Charges may be calculated by time, distance, volume, labour, or a fixed-rate structure, depending on the nature of the service. Any quote may exclude additional waiting time, congestion delays, parking costs, extra labour, fuel surcharges, tolls, materials, or disposal fees unless expressly included. If the scope of work changes, the final price may be adjusted accordingly.

Payment terms will be stated at the time of booking or on the invoice. Unless agreed otherwise, payment is due immediately upon completion of the service. We may require a deposit, part-payment, or full advance payment for certain jobs, particularly where equipment is reserved, vehicles are allocated for a specific time, or waste disposal fees may be incurred. Failure to pay on time may result in additional charges for recovery of the debt, including reasonable administrative expenses and any permitted legal costs.

If the customer disputes any part of an invoice, they must notify us promptly and provide details of the issue. The customer must still pay the undisputed portion on time. No set-off, deduction, or withholding of payment may be made unless required by law or agreed in writing. Prices may be subject to VAT where applicable, and any such tax will be shown separately where required.

4. Cancellations, Rescheduling, and Delays

Customers may request cancellation or rescheduling, but any such request must be made as soon as possible. Where a booking is cancelled after confirmation, we may retain some or all of any deposit to cover reserved vehicle time, lost work, administration, or preparation costs. If cancellation occurs at short notice, or once the vehicle, crew, or equipment has already been dispatched, a further fee may be charged to reflect wasted time and resources.

If the customer is not ready at the agreed time, or if access is unavailable due to missing keys, parking obstruction, unsafe conditions, or delayed release of goods, we may charge waiting time and any resulting additional labour costs. If the delay is excessive, we may treat the booking as cancelled by the customer and apply a cancellation charge. We will always act reasonably and take the circumstances into account, but repeated delays or failure to cooperate may affect our ability to continue the service.

We may reschedule or cancel a booking if necessary due to adverse weather, vehicle breakdown, staff illness, legal restrictions, dangerous conditions, or any event beyond our reasonable control. Where possible, we will provide notice and seek an alternative time. Except where the law requires otherwise, we are not responsible for any indirect loss caused by such postponement, including missed appointments, missed deadlines, or business interruption.

5. Liability and Insurance

We will take reasonable care when handling and transporting goods, but our liability is limited to losses directly caused by our proven negligence, breach of contract, or wilful misconduct. We are not responsible for pre-existing damage, inherent weakness, poor packing, concealed defects, or damage caused by items not being suitable for transport. Fragile, valuable, antique, electrical, or sentimental items should be disclosed in advance and, where necessary, professionally packed or insured by the customer.

Our liability does not extend to loss of profit, loss of business, loss of opportunity, emotional distress, or any consequential or indirect damages, except where such exclusion is not permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

The customer must ensure that adequate insurance is in place for items of unusual value or items with a high risk of damage. Where the customer requests that we leave goods unattended, outside, or in a location specified by the customer, the risk passes to the customer once the goods have been delivered and accepted in accordance with the agreed instructions. Claims for damage or loss must be raised as soon as reasonably possible and supported by relevant evidence.

6. Waste Regulations and Disposal

Where the service includes removal of unwanted items or disposal of waste, both parties must comply with applicable UK waste regulations. Waste must be accurately described and classified before collection. The customer must not place prohibited, hazardous, or controlled waste in the load unless this has been expressly agreed and is lawful to transport and dispose of. We may refuse to accept any item that is unsafe, contaminated, or likely to breach environmental or transport rules.

If we transport waste for disposal, the customer confirms that they are authorised to transfer the waste and that the waste is presented truthfully. Where required, the customer must provide accurate details about the source and nature of the waste. Any false declaration, concealment of prohibited materials, or failure to disclose hazardous contents may result in immediate refusal of service, extra charges, and possible reporting to the appropriate authorities.

We reserve the right to charge separately for disposal, recycling, tipping, or handling fees. The customer must not assume that any item is included as waste unless this has been confirmed. Reusable goods may be separated from waste where lawful and operationally appropriate. Any items left for disposal after removal are treated only in accordance with the agreed scope of work and the applicable regulations.

7. Access, Safety, and Site Conditions

The customer must provide safe and lawful access to the collection and delivery points. This includes ensuring that routes are clear, floors are stable, lights are adequate, and there are no hidden hazards such as exposed wiring, leaking fluids, structural damage, or aggressive animals. If the working environment becomes unsafe, we may suspend the job until the risk has been removed or the service may be terminated if continuation would be unreasonable.

The customer is responsible for informing us of any special site rules, loading restrictions, security procedures, or building management requirements. If access is refused by a landlord, concierge, parking authority, or other third party because the customer failed to obtain permission, any resulting delay or additional cost will be the customer’s responsibility. We may rely on instructions given at the time of the job unless there is a clear conflict with safety or law.

We are not obliged to carry items that exceed safe manual handling limits or that require equipment not available for the booking. Where we agree to move unusually heavy, awkward, or oversized items, this may be subject to revised pricing, altered timing, or additional staff. Customers must not pressure staff to lift or carry anything in a way that could compromise health and safety.

8. Complaints and Notices

If the customer has a complaint, they should notify us promptly with full details so that the issue can be investigated. Any complaint about missing goods, visible damage, or poor service should be raised without delay and, where possible, before the goods are unpacked or removed from the delivery location. We may request photographs, written descriptions, or other information to assess the matter fairly.

Any formal notice under these terms should be given in writing using the communication method agreed for the booking. A notice is deemed received when it would ordinarily be read in the course of business. Delays caused by incorrect contact details, spam filters, or failure to monitor messages do not prevent valid notice from taking effect where the notice was sent correctly.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. If the service is supplied to a consumer resident in Scotland or Northern Ireland, any applicable consumer protections under their local law will still apply to the extent required by law, but the contract itself remains subject to the chosen governing law insofar as permitted.

Nothing in these terms is intended to limit the customer’s statutory rights where the customer is acting as a consumer. If a court or competent authority finds that a provision is unlawful or unenforceable, that provision will be treated as severed to the minimum extent necessary, and the remainder of the agreement will continue in force. These terms represent the full agreement between the parties regarding the services described, unless a specific written amendment has been made.

By proceeding with a booking, the customer acknowledges that they have read, understood, and agreed to these service terms and conditions for Man With Van Nineelms. These terms are intended to promote clarity, fairness, and safe service delivery while setting out the practical and legal expectations for both sides. Where the service includes transport, removals, or disposal, both parties agree to cooperate in good faith and to act reasonably throughout the booking and completion of the work.