These Terms and Conditions set out the basis on which Man And A Van Pimlico provides moving, transport, and related assistance services to customers within the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear and fair understanding of how the service operates. These terms apply to all quotes, bookings, collections, deliveries, and additional tasks agreed in writing or verbally before the job begins. They are designed to cover the practical details of the service, including the booking process, payment arrangements, cancellations, liability, and waste compliance, while keeping the rules straightforward and transparent.

In these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Man And A Van Pimlico. References to “you” and “your” mean the customer, hirer, or person making the booking. The service may be used by private individuals, landlords, tenants, businesses, and organisations, provided that the booked work is lawful and safe to perform. Any special instructions, access restrictions, item descriptions, or time-sensitive requirements should be communicated before the booking is confirmed, so that the service can be assessed properly and carried out with reasonable care.

These terms should be read alongside any written quotation, invoice, or job confirmation. If there is any inconsistency between these terms and a specific written agreement accepted by both parties, the written agreement will normally take precedence for that job only. Nothing in these terms is intended to limit any rights that cannot lawfully be excluded under UK consumer law. The customer is responsible for ensuring that the service requested is suitable for the items, property access, and timing involved. Where a job requires more than standard loading or transport, this should be agreed in advance to avoid misunderstandings or delay.

Booking Process

All bookings are subject to availability and are not confirmed until accepted by us. A booking request may be made by telephone, email, online message, or any other accepted communication method. To create an accurate booking, the customer must provide sufficient details, including the collection and delivery addresses, item list, approximate volume or weight, floor levels, access issues, parking considerations, and any special handling requirements. If the customer provides incomplete or inaccurate information, we reserve the right to revise the quotation, adjust the service, or decline the job if it is unsafe or impractical to continue.

The booking is usually confirmed once we have reviewed the request and the customer has accepted the quoted price, estimated duration, and service conditions. A quotation is generally based on the information supplied at the time and may be revised if the actual work differs materially from the original description. Any additional services requested on the day, such as extra loading, waiting time, dismantling, reassembly, stair carries, or multiple trips, may incur extra charges. We will use reasonable efforts to notify the customer before such charges are applied, but where urgent operational decisions are necessary, the final amount may be calculated after completion.

Customers should ensure that someone authorised to make decisions is present or available at the agreed time, especially where access, payment, or item identification may need to be confirmed. We may refuse to load items that appear unsafe, prohibited, poorly packed, or likely to cause damage to property, vehicles, or other goods. The customer is responsible for obtaining any necessary permissions, permits, or access arrangements required for the vehicle, building, estate, or site. Delays caused by missing access details, parking obstacles, unavailability of the customer, or changes to the agreed service may be chargeable where they affect the scheduled work.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service, or in advance where a deposit or prepayment has been requested. We may require a deposit for certain larger, time-sensitive, or high-demand bookings. Any deposit taken will normally be applied to the total fee for the job, subject to the cancellation terms below. Accepted payment methods may vary, but the customer will be informed of the available options before or during booking confirmation. The customer must ensure that payment can be made promptly when due, without unreasonable delay.

All prices are quoted in pounds sterling and may be inclusive or exclusive of VAT depending on the circumstances stated at the time of quote. If a quotation is based on an hourly rate, the clock may start when the team arrives at the agreed location and end when the work is completed, subject to any agreed minimum charge. If the job runs longer than expected due to circumstances beyond our control, including congestion, restricted access, waiting periods, or unplanned additional handling, the cost may increase accordingly. We will always aim to keep the customer informed where possible.

Late payment may result in administration costs, recovery action, or suspension of any further service. Where an invoice remains unpaid after the agreed due date, we may charge reasonable interest or late-payment fees to the extent permitted by law and by any applicable commercial terms. The customer is responsible for ensuring that funds are available and that any bank transfer, card payment, or other payment method is completed accurately. In the event of a payment dispute, the customer must raise the issue promptly so that it can be reviewed fairly and in good faith.

Cancellations and Rescheduling

Cancellations must be made as soon as possible. Because transport and labour are reserved in advance, short-notice cancellations may result in a charge. The amount charged may depend on how much notice is given, whether the team has already been allocated, and whether travel or preparation has already taken place. If a deposit has been paid, it may be retained in full or in part to cover the administrative and scheduling costs associated with the cancellation, unless a different arrangement has been agreed in writing. Any refund decision will be made fairly, having regard to the timing and circumstances of the cancellation.

Where the customer requests a change of date or time, we will try to accommodate the request if operationally possible. However, rescheduling is not guaranteed and may require a revised quote if the new arrangement affects vehicle availability, labour allocation, or route planning. If we must cancel or reschedule due to vehicle breakdown, staff illness, severe weather, unsafe conditions, or other events outside our reasonable control, we will seek to offer an alternative date or time. We will not be liable for indirect loss arising from such unavoidable changes, except where liability cannot lawfully be excluded.

If the customer fails to attend, is unavailable, or does not provide access within a reasonable time of the agreed appointment, the booking may be treated as a cancellation or failed attendance and charged accordingly. Repeated last-minute changes or non-attendance may affect future booking acceptance. We encourage customers to review all details before confirming, as accurate preparation helps keep the service efficient, reduces delays, and avoids unnecessary fees or disputes.

Liability and Care of Goods

We will use reasonable skill and care when handling goods and carrying out the service. However, the customer acknowledges that moving and transport services involve practical risks, especially where items are heavy, fragile, poorly packed, awkwardly shaped, or already damaged. Unless we have expressly agreed to pack the item ourselves, the customer is responsible for ensuring that goods are suitably packed, protected, and ready for transit. We do not accept liability for pre-existing damage, wear and tear, or damage caused by faulty packing, hidden defects, or unsuitable instructions provided by the customer.

Our liability for loss or damage will be limited to the direct loss caused by our negligence, breach of contract, or wilful misconduct, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. We are not responsible for indirect or consequential losses, including loss of profit, loss of business, missed deadlines, or inconvenience, unless such exclusion is not permitted. Any claim should be raised as soon as reasonably practicable, with clear details of the item affected, the nature of the damage, and any supporting evidence.

When items are especially valuable, fragile, or irreplaceable, the customer should notify us before the service begins and consider taking out suitable insurance. We may decline to move certain items if we believe the risk is too high, if the item is prohibited, or if the customer has not provided adequate information about its condition or value. The customer must ensure that access routes are safe and that items can be moved without risking damage to property, fixtures, or persons. If we are asked to move goods through narrow, unsafe, or obstructed spaces, we may refuse that part of the service or require the customer to sign off on the risk before proceeding.

Waste Regulations and Disposal

If the service includes removal, disposal, or transport of unwanted items, the customer must only present waste that is lawful to collect and dispose of. We operate in accordance with applicable UK waste legislation, including the duty to ensure that waste is handled responsibly and transferred to appropriate facilities. The customer must not ask us to remove hazardous waste, clinical waste, asbestos, chemicals, gas cylinders, batteries, oils, solvents, pressurised containers, or any other item that requires specialist treatment unless we have expressly agreed to do so and are properly authorised. Illegal dumping, fly-tipping, or misdescription of waste is strictly prohibited.

The customer must accurately describe all waste before collection. If items are presented as rubbish, recycling, or general household waste but in fact contain restricted, hazardous, or contaminated materials, we may refuse collection, amend the charge, or terminate the job. Any waste removed will be handled in compliance with the relevant legal duties, and may be transferred only to lawful disposal or recycling facilities. Where a waste transfer note, collection record, or other documentation is required, the customer agrees to cooperate and provide accurate information. If we reasonably believe that waste presented for collection would breach applicable law, we may refuse to proceed without liability.

The customer remains responsible for confirming that they have the legal right to dispose of the items offered for collection. This includes ensuring that the waste does not belong to a third party, contain confidential materials that require secure destruction, or form part of a regulated stream requiring special handling. We may take photographs or retain service records where necessary to demonstrate compliance, protect against disputes, or satisfy legal obligations. Any attempt to conceal prohibited waste or mislead us about its nature may result in cancellation, additional charges, and notification to the relevant authorities where appropriate.

Customer Responsibilities

The customer must provide safe access to the collection and delivery locations and must ensure that the work area is reasonably clear and suitable for loading or unloading. This includes arranging parking where required, obtaining permits if needed, notifying building management where necessary, and advising us of any restrictions affecting entry, lift use, loading bays, or time windows. If the team is unable to park lawfully or reasonably close to the job location, additional time or expense may be charged, and the service may be delayed.

Customers must make reasonable preparations before the agreed arrival time. Small items should be boxed, loose items secured, and fragile goods labelled where appropriate. If disassembly or reassembly has not been explicitly included in the quote, the customer should not assume it is part of the service. Any assistance beyond the original scope may be chargeable. The customer must also ensure that children, pets, and unauthorised persons are kept away from the working area so that the job can be completed safely and efficiently. Where the customer or their representatives interfere with the work or provide inconsistent instructions, delays and additional costs may follow.

Where the service is booked for business purposes, the person placing the order confirms that they have authority to bind the business or organisation. The customer is responsible for ensuring that the goods are ready for transit and that any necessary inventory, reference numbers, keys, or access codes are supplied in advance if required. If a delivery or collection cannot be completed because the customer has not met these responsibilities, the booking may be treated as a failed job and charged accordingly.

Force Majeure, Severability, and Governing Law

We will not be in breach of these terms where performance is prevented or delayed by events beyond our reasonable control, including but not limited to extreme weather, road closures, traffic incidents, strikes, civil unrest, emergency situations, government action, or significant equipment failure. In such cases, we will make reasonable efforts to resume the service or arrange an alternative date, but we will not be liable for losses caused by the delay unless the law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

Any failure or delay by us in enforcing a right under these terms does not mean that we have waived that right. A waiver will only be effective if made expressly in writing. We may update these terms from time to time to reflect changes in our operations, legal requirements, or standard business practice, and the version in force at the time of booking will generally apply to that booking. Customers are encouraged to review the terms carefully before confirming a service, as doing so helps avoid misunderstanding and supports a smooth transaction.

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer has the right to bring proceedings in another part of the UK under mandatory consumer law. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms in relation to the service provided by Man And A Van Pimlico.