Terms and Conditions

Man With a Van Crystal Palace Service Terms and Conditions

These Terms and Conditions set out the basis on which Man With a Van Crystal Palace provides man and van, removal, transport and related services within the United Kingdom. By making a booking, using our services, or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Client means the person, firm or organisation requesting and paying for the services.

We, us, our means Man With a Van Crystal Palace as the provider of the services.

Services means any man and van, removal, loading, transport, delivery, packing, unpacking, or related services that we provide.

Vehicle means any van or other vehicle used by us to carry out the services.

Goods means the items, belongings, furniture, boxes and other property that are handled or transported by us on behalf of the client.

2. Service Area and Scope of Work

We provide man and van and removal services primarily within Crystal Palace and surrounding areas, as well as throughout London and the wider United Kingdom when agreed at the time of booking.

The precise scope of work, including collection and delivery addresses, size of vehicle, number of staff, estimated time on site, and any additional services, will be agreed with you during the booking process and confirmed in our booking confirmation.

Any verbal indication of availability, timing or pricing is not binding until confirmed by us in writing or via an agreed form of confirmation.

3. Booking Process

3.1 You may request a quotation by providing accurate and complete information about the services required, including:

Full collection and delivery addresses.

Details of the property type and access, including floor level, lifts, parking restrictions, and any access limitations.

Approximate volume or list of items to be moved, including any particularly heavy or bulky items.

Preferred date and time of the move.

3.2 Quotations are based on the information supplied by you and are subject to revision if that information is incomplete, inaccurate or changes before or during the job.

3.3 A booking is only confirmed when we have issued a clear confirmation of the date, time, services requested, and applicable charges. We reserve the right to decline any booking at our discretion.

3.4 You are responsible for ensuring that the booking details are correct and for notifying us promptly of any errors or changes. Significant changes may affect the price and availability.

4. Pricing and Payments

4.1 Our charges may be based on an hourly rate, a fixed price, or a combination of both, as agreed at the time of booking.

4.2 Unless expressly stated, quoted prices do not include congestion charges, tolls, parking charges, ferry costs or other third-party fees. These may be added separately where applicable.

4.3 Additional charges may apply where:

The job takes longer than the time estimated due to factors beyond our control, including but not limited to access issues, delays caused by the client, or additional items not declared at the time of booking.

Extra services are requested on the day that were not included in the original quotation.

Special handling is required for heavy, fragile or awkward items.

4.4 Payment terms will be advised at the time of booking. We may require a deposit to confirm the booking, with the balance payable on or before the day of the service.

4.5 We accept payment by the methods stated in our booking confirmation. You agree to pay all amounts due promptly and in full. We reserve the right to withhold commencement or completion of services where payment has not been made as agreed.

4.6 All prices are in pounds sterling and may be subject to VAT or other applicable taxes where required by law.

5. Cancellations and Amendments

5.1 If you wish to cancel or amend your booking, you must notify us as soon as possible.

5.2 We operate a cancellation policy based on the notice given prior to the scheduled start time of the job:

If you cancel more than 48 hours in advance, any deposit paid may be refunded or transferred, subject to our discretion.

If you cancel within 24 to 48 hours, we may retain part or all of the deposit to cover our costs.

If you cancel within 24 hours of the scheduled start time or fail to be present without notice, we may charge up to 100 percent of the quoted price.

5.3 Amendments to the booking, such as change of date, time, or service requirements, are subject to availability and may result in revised charges.

5.4 We reserve the right to cancel or reschedule a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, or safety concerns. In such cases, we will endeavour to offer an alternative date or a refund of any deposit paid, but we will not be liable for any indirect or consequential loss.

6. Client Responsibilities

6.1 You must ensure that:

All goods are properly packed, secured and ready for transport, unless packing services have been booked with us.

All items to be moved are clearly identified and accessible.

Fragile or high-value items are suitably protected and clearly labelled.

All corridors, stairs and access routes are clear and safe for our staff to work.

Parking arrangements are organised and any necessary permits or permissions obtained in advance.

6.2 You or an authorised representative must be present at the collection and delivery addresses to direct the work, sign any documents, and check the premises at completion.

6.3 You must not ask our staff to undertake any action that is unsafe, illegal, or outside the agreed scope of work. We may refuse to move items where we believe it would be unsafe or cause damage to property.

7. Items Not Accepted or Restricted

7.1 Unless specifically agreed in writing, we do not carry:

Cash, precious metals, jewellery or other high-value personal items.

Perishable goods, plants or animals.

Hazardous, explosive, corrosive, flammable or illegal items, including gas cylinders, fuels, chemicals or waste not compliant with regulations.

7.2 If such items are moved without our knowledge, we accept no liability for loss or damage, and you will be responsible for any loss, damage or expense we incur as a result.

8. Waste and Environmental Regulations

8.1 We comply with applicable UK waste and environmental regulations when removing or transporting items for disposal.

8.2 Where waste removal or disposal services are requested, it is your responsibility to:

Clearly identify which items are to be disposed of.

Confirm that you have the right to dispose of those items.

8.3 Certain waste streams, such as electrical items, mattresses, construction waste or hazardous materials, may incur additional charges or may not be accepted. We will advise you where possible at the time of booking.

8.4 We reserve the right to decline removal of any item that cannot be handled or disposed of lawfully or safely. We will not fly-tip or dispose of waste illegally under any circumstances.

9. Liability for Loss or Damage

9.1 We will exercise reasonable care and skill in providing our services. However, our liability is subject to the limitations set out in this section.

9.2 You must inform us in writing of any loss or damage as soon as reasonably practicable and in any event within 7 days of the service being completed. We may inspect the damage before any remedial action or settlement is agreed.

9.3 We are not liable for:

Loss or damage arising from your failure to pack items properly, unless we have provided packing services.

Normal wear and tear, minor scuffs or scratches that may occur despite reasonable care.

Damage to furniture or items that cannot be moved without being dismantled, and which you have requested to be moved intact.

Damage caused by defects in property or items, including weak floors, insecure banisters, or pre-existing damage.

Loss or damage to items packed by you in boxes, bags or containers that are not fit for purpose.

9.4 Our total liability for any single claim or series of connected claims, whether arising from negligence, breach of contract or otherwise, will not exceed the value of the goods moved or the price paid for the services, whichever is lower, unless otherwise required by law.

9.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.

10. Delays and Time Limits

10.1 While we make reasonable efforts to adhere to agreed arrival and completion times, timings are estimates only and are not guaranteed.

10.2 We are not liable for any indirect or consequential loss arising from delays, including loss of earnings, missed appointments, or additional charges imposed by third parties.

11. Insurance

11.1 We maintain appropriate insurance cover for our operations in line with industry practice. Details may be provided on request.

11.2 You are encouraged to arrange your own additional insurance cover for high-value or particularly fragile items, or where your household or business policy provides limited protection for items in transit.

12. Access, Parking and Charges

12.1 You are responsible for ensuring suitable parking is available for our vehicles at both collection and delivery addresses. Any parking fines incurred as a direct result of inadequate arrangements may be added to your final bill.

12.2 If access is not as described at the time of booking or is significantly restricted, we may charge extra for the additional time and labour required, or we may, if necessary, refuse to complete the job where it would be unsafe.

13. Health and Safety

13.1 We take health and safety seriously and expect clients to do the same.

13.2 Our staff may refuse to move items or work in conditions they consider unsafe, including but not limited to hazardous substances, aggressive behaviour, or structurally unsafe premises.

14. Complaints

14.1 If you are dissatisfied with any aspect of our service, you should raise your concerns with us as soon as possible so that we can seek to resolve the matter.

14.2 We will investigate complaints in good faith and, where appropriate, may offer a remedy such as re-attending to complete agreed work or a partial refund, subject always to the liability limits set out in these Terms and Conditions.

15. Data Protection and Privacy

15.1 We collect and use personal information only to the extent necessary to provide our services, manage bookings and comply with legal obligations.

15.2 We will not sell your personal data to third parties. We may share it with trusted partners or service providers where required to carry out the services, process payments, or meet legal requirements.

16. Changes to These Terms and Conditions

16.1 We may update or amend these Terms and Conditions from time to time. The version applicable to your booking is the version in force on the date your booking is confirmed.

16.2 Continued use of our services following any changes will be taken as acceptance of the updated Terms and Conditions.

17. Governing Law and Jurisdiction

17.1 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 laws of England and Wales.

17.2 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.

18. Severability

18.1 If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.

18.2 Any invalid, illegal or unenforceable provision that cannot be so modified shall be deleted, and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with any written quotation or booking confirmation issued by us, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence or arrangements.

19.2 No variation of these Terms and Conditions shall be effective unless agreed in writing by us.