These Terms and Conditions set out the basis on which Man With Van Waterloo provides moving, lifting, loading, unloading, transport, and related removal services to customers. By making a booking, confirming a quotation, or allowing our team to begin work, you agree that these terms will apply to the service. Please read them carefully before proceeding with any booking for a Waterloo man with van, a flat move, a single-item delivery, or any other transport request arranged through our service.

Throughout these terms, “we,” “us,” and “our” refer to the service provider, and “you” or “the customer” refer to the person, business, or organisation requesting the service. These terms apply to all standard bookings unless a separate written agreement has been made and signed. If there is any inconsistency between these terms and a specific written quote, the written quote will take priority only in relation to the points it expressly changes.

Our services are designed for lawful household, office, and general transport work. We provide labour and vehicle support based on the details you give at the time of booking. It is your responsibility to supply accurate information about access, parking, item size, item weight, stairs, fragile goods, and any special handling requirements. If the job changes after booking, we may revise the quotation, adjust timings, or decline to proceed if the new conditions are materially different from those originally described.

1. Booking Process

A booking is only confirmed when we have accepted the request and provided confirmation of the agreed date, service scope, and any relevant price estimate or fixed price. A request for service does not itself guarantee availability. We may ask for additional information before confirming the booking, including photographs, inventory lists, pickup and delivery addresses, access details, and any restrictions that may affect the work. This helps us allocate the appropriate vehicle, crew, and time for the move.

When you book a Waterloo van service or similar removal job, you must ensure that the information you provide is complete and correct. If you omit relevant details such as parking limitations, long walking distances, lift restrictions, or oversized items, we may need to amend the price or service plan on arrival. Any estimate is based on the facts available at the time of quotation and may be subject to revision if circumstances are different from those disclosed.

We may decline or cancel a booking before the job begins if we believe the service cannot be completed safely, lawfully, or within the scope originally agreed. Examples include unsafe loading conditions, prohibited goods, inaccessible premises, or misleading information provided during the booking process. In such cases, any charges already incurred may still apply, including call-out fees where clearly stated in advance.

If you request changes after confirmation, we will try to accommodate them where possible. However, alterations to date, time, address, volume, or service type may require re-quotation. You are responsible for being available during the agreed time window and for ensuring that someone authorised to make decisions is present if required. Delays caused by your unavailability, incomplete packing, or lack of access may result in additional charges.

2. Payments and Charges

All charges will be communicated as clearly as reasonably possible before work starts. Depending on the booking, pricing may be based on a fixed fee, hourly rate, mileage, waiting time, labour, or a combination of these. Additional fees may apply for stair carry, heavy or bulky items, congestion, parking penalties, tolls, storage, after-hours work, or extended waiting time. Any such charges should be disclosed where practicable in advance, but you agree that reasonable additional costs may be charged if they are necessary to complete the service lawfully and safely.

Payment terms will be confirmed at the point of booking or before the service begins. Unless otherwise agreed, payment is due immediately on completion of the job. We may accept payment by bank transfer, card payment, or another agreed method. Where a deposit is required to secure the booking, the deposit may be non-refundable except where we cancel the service or otherwise agree in writing. Failure to pay on time may result in suspension of services, recovery action, or interest and administrative charges where permitted by law.

You must ensure that the payment method used is valid and authorised. If a card is declined, a bank transfer fails, or payment is reversed after completion without legitimate reason, we reserve the right to recover the outstanding amount together with reasonable costs incurred in collecting the debt. Any invoice dispute must be raised promptly and in good faith, with clear reasons and supporting information. Undisputed sums remain payable in full by the due date.

3. Cancellations, Rescheduling, and Waiting Time

You may cancel or reschedule a booking by giving notice as early as possible. Cancellation rights and any applicable charges depend on the notice period given and the amount of preparation already carried out. If you cancel shortly before the agreed start time, or after the vehicle and crew have been dispatched, a cancellation fee may apply to cover costs already incurred. Where a deposit has been paid, we may retain all or part of it to the extent reasonably necessary to cover lost time, fuel, and administration.

If you ask to reschedule and we are able to offer a new time or date, the original booking may be transferred subject to availability. However, if the original slot cannot be reused and the change creates a loss, we may charge a reasonable amendment fee. We are not responsible for delays caused by traffic, road closures, adverse weather, legal restrictions, or events beyond our control, though we will take reasonable steps to keep you informed and minimise disruption.

If our team arrives and is unable to begin because you are not present, access is blocked, parking is impossible, or the goods are not ready, we may charge waiting time or a failed attendance fee. If you require us to wait beyond the agreed period, the service may be billed on an hourly basis or at another agreed rate. Repeated delays or failure to provide access may allow us to terminate the service on site and charge for the time already spent.

4. Liability, Care of Goods, and Service Limitations

We will exercise reasonable care and skill when providing the service, but some risks are outside our control. You should ensure that items are suitably packed, labelled, and protected for transport unless we have expressly agreed to provide packing as part of the service. Fragile items, antiques, electronics, artwork, and glassware are especially vulnerable and should be disclosed beforehand so that we can decide whether special handling is required. Where you choose to pack items yourself, you remain responsible for the adequacy of the packing materials and method.

Our liability is limited to direct loss or damage caused by our negligence or wilful misconduct and only to the extent permitted by law. We are not liable for indirect or consequential loss, loss of profit, loss of opportunity, emotional distress, or business interruption. We do not accept responsibility for pre-existing damage, items that were already defective, loose fittings, hidden faults, or damage caused by insufficient packing, poor access, structural defects, or the customer’s instructions.

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 limited or excluded. If a claim arises, you must notify us as soon as reasonably possible and provide evidence of the damage, including photographs, a description of the item, and proof of value where available. We may inspect the item before any repair, replacement, or compensation is considered.

5. Waste, Disposal, and Environmental Compliance

Where our service includes disposal, removal, or clearance of unwanted items, all work must comply with applicable waste laws and environmental regulations in the UK. We will only handle waste that we are legally permitted to carry and dispose of. You must not ask us to remove hazardous substances, illegal goods, clinical waste, asbestos, chemicals, gas cylinders, fireworks, batteries, oils, or any other material that requires specialist licensing or treatment unless we have expressly agreed in writing and are legally authorised to do so.

You warrant that any waste handed to us for removal belongs to you or that you have authority from the owner to arrange its disposal. If items are collected for disposal, you remain responsible for ensuring that they do not contain prohibited or concealed hazardous contents. Where the law requires waste transfer documentation, you agree to provide the necessary information and cooperate with any record-keeping obligations. We may refuse any load that appears unsafe, unlawful, or likely to breach environmental rules.

If goods are left for disposal, we may separate recyclable material from general waste where appropriate and lawful. However, we do not guarantee that items will be reused, recycled, or destroyed in any particular way unless this has been specifically agreed. You accept that failure to comply with waste regulations may result in refusal of service, additional charges, or notification to the relevant authorities where required by law.

6. Customer Responsibilities

You are responsible for ensuring that the pickup and delivery locations are accessible and safe for the service to take place. This includes arranging any necessary permissions for parking, building entry, lift use, or loading bay access unless we have expressly agreed to handle such arrangements. You must also ensure that children, pets, and bystanders are kept clear of the working area to avoid injury or obstruction.

You must not include prohibited items in the load, such as illegal goods, firearms, live animals, perishable items requiring regulated transport, or anything that could endanger our team, the public, or the vehicle. If prohibited items are discovered during the job, we may refuse to carry them, remove them from the vehicle, or stop the job immediately. You will be responsible for any resulting delay, loss, damage, or legal consequence arising from your breach of this term.

You also agree to provide any information needed to complete the service safely, including known hazards, restricted access, weight limits, or special handling instructions. If you instruct us to act in a way that we believe is unsafe or unlawful, we may decline that instruction without breaching the agreement. Where you ask us to carry out work beyond the normal scope of the booking, we may charge an additional fee or issue a revised quote.

7. Termination and Service Refusal

We may suspend or end the service immediately if you fail to pay, provide false or misleading information, behave abusively, create unsafe working conditions, or ask us to undertake unlawful activity. If we terminate the service due to your breach, you may still be liable for all work completed up to that point, together with any reasonable costs incurred as a result of the termination. We may also refuse future bookings where there is a history of non-payment, misconduct, or repeated misuse of the service.

We reserve the right to substitute vehicles, drivers, or crew members of suitable capacity where operational needs require it. Such changes will not usually affect the service standard, provided the core terms of the booking remain the same. If a substitution materially alters the agreed service, you may discuss your options with us before work begins. Any decision to proceed after a material change will be taken as acceptance of the revised arrangement.

Any failure by us to enforce a provision of these terms on one occasion does not mean we waive our right to rely on that provision later. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

8. Governing Law

These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. You agree that the courts of England and Wales will have exclusive jurisdiction over any dispute arising in connection with the service, except where another court has mandatory jurisdiction under applicable law. If any issue arises, both parties will first seek to resolve it in a reasonable and cooperative manner before commencing formal proceedings.

By using our service, you acknowledge that you have read, understood, and accepted these terms. They form the entire agreement between the customer and Man With Van Waterloo in relation to the booking unless replaced by a signed written agreement or a clear written amendment. For avoidance of doubt, these terms apply to the extent permitted by law and are intended to be interpreted in a commercially reasonable way.