Terms and Conditions
Man with Van Turnpike Lane Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Turnpike Lane provides removal, relocation, collection, delivery and associated transport services throughout the local area and wider United Kingdom. By placing a booking with us, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
These terms apply to all customers, whether private individuals or business clients, for all services including home removals, office moves, furniture transport, man and van hire, and related services operated in our service area.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the person, firm or company who requests or receives the services.
Services means any removal, transport, loading, unloading, packing, unpacking, storage, collection, delivery or related services provided by Man with Van Turnpike Lane.
Vehicle means any van or other vehicle used to perform the services.
Goods means the items and property that are the subject of the services.
Contract means the agreement between the customer and Man with Van Turnpike Lane incorporating these Terms and Conditions.
2. Booking Process
2.1 Bookings may be made by the customer through our online enquiry forms or other contact methods that we make available from time to time. All bookings are subject to availability and to our written or verbal confirmation.
2.2 When requesting a quotation, the customer must provide accurate and complete information, including but not limited to:
the collection and delivery addresses
access details at each address, including floor levels, lifts, parking restrictions and distance to the vehicle
a clear description of the goods, including size, weight, quantity and any special requirements
whether dismantling, reassembly or packing services are required
any known access issues or risks that may affect the services.
2.3 Quotations are based on the information provided by the customer. If the information is inaccurate or incomplete, we reserve the right to amend the quotation, adjust the price or, where necessary, decline or stop the service. Any additional time, labour or journeys caused by incomplete or misleading information may be charged at our standard rates.
2.4 A booking is only confirmed once the customer has accepted our quotation and we have confirmed the booking details. We may require a deposit to secure the booking, which will be communicated at the time of confirmation.
2.5 The customer is responsible for checking that all booking details are correct, including dates, times, addresses, and requested services. Any errors should be notified to us as soon as possible.
3. Services and Obligations
3.1 Man with Van Turnpike Lane agrees to carry out the services with reasonable care and skill, in a professional manner and in accordance with these Terms and Conditions.
3.2 We will provide a suitable vehicle and personnel for the services described in the confirmed booking. We reserve the right to use sub-contractors or third-party carriers where appropriate, provided that we remain responsible for the proper performance of the contract.
3.3 We may refuse to transport any goods that in our reasonable opinion are hazardous, illegal, unsafe, insufficiently packaged, excessively fragile for practical transport, or which we are not appropriately licensed or insured to carry.
3.4 The customer must ensure that they, or an authorised representative, are present during collection and delivery to direct the placement of goods and to check the condition of goods upon completion. If no one is present, we shall be entitled to deliver to the nearest safe and appropriate location or return the goods to our vehicle or premises, and additional charges may apply.
3.5 Time estimates for arrival, loading, transit and delivery are provided in good faith but are not guaranteed. We are not liable for delays caused by traffic, weather, road closures, vehicle breakdown, access issues or other factors beyond our reasonable control.
4. Customer Responsibilities
4.1 The customer is responsible for:
ensuring that goods are suitably packed and prepared for transport, unless packing services have been expressly included
disconnecting and preparing appliances and equipment, including washing machines, dishwashers and electrical devices
removing fixtures and fittings from walls and ceilings, unless agreed in advance
securing parking permissions or permits for the vehicle at both collection and delivery addresses, and paying any associated fees
ensuring that access to the property is safe, clear and suitable for carrying goods and for vehicle manoeuvring.
4.2 The customer warrants that they are the owner of the goods or are authorised by the owner to enter into this contract and accept these Terms and Conditions on the owner’s behalf.
5. Payments and Charges
5.1 Charges may be based on an hourly rate, a fixed price quotation, or a combination of both, as specified at the time of booking. The basis of charging will be clearly communicated in your quotation or booking confirmation.
5.2 We reserve the right to charge for additional work not included in the original quotation, including but not limited to:
waiting time caused by delays in access
extra labour required due to unexpected volume, weight or difficulty
additional journeys requested by the customer
parking charges, tolls, congestion charges and similar costs incurred during the service.
5.3 Unless otherwise agreed, payment is due immediately upon completion of the services on the day of the move. We may require full or partial payment in advance for certain bookings, particularly large or long-distance moves.
5.4 We accept payment by the methods notified to the customer during the booking process. The customer agrees to ensure that sufficient funds are available.
5.5 If payment is not made when due, we reserve the right to:
charge interest on overdue amounts at the statutory rate
withhold delivery of goods until payment is received in full
retain goods in our possession under a lien until outstanding sums are settled, and to charge reasonable storage or redelivery fees.
6. Cancellations and Amendments
6.1 If the customer wishes to cancel or amend a booking, they must notify us as early as possible.
6.2 We may apply the following cancellation charges based on the notice provided:
cancellation more than 7 days before the service date: no cancellation fee, and any deposit may be refunded or held as credit at our discretion
cancellation between 48 hours and 7 days before the service date: up to 50 percent of the quoted price may be charged
cancellation less than 48 hours before the service date: up to 100 percent of the quoted price may be charged.
6.3 Changes to the date, time, addresses or service scope are subject to availability and may result in revised charges. If we cannot accommodate the requested change and the customer cancels, the cancellation charges may still apply.
6.4 We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, or safety concerns. In such cases, we will offer a rearranged date or a refund of any deposit paid, and this shall be the full extent of our liability.
7. Excluded and Restricted Items
7.1 Unless specifically agreed in writing, we do not carry:
live animals or plants
cash, jewellery, precious metals, high-value artwork or collectibles
hazardous materials, flammable substances, explosives or chemicals
illegal items or items obtained unlawfully.
7.2 If such items are transported without our knowledge or consent, we accept no liability for loss or damage, and the customer shall indemnify us against any claims, fines or penalties arising from the carriage of these items.
8. Liability for Loss or Damage
8.1 We will take reasonable care of your goods while they are in our custody and control. Our liability for loss or damage is however limited as set out in this clause.
8.2 We shall not be liable for loss of or damage to goods unless it is caused by our negligence or breach of contract. We are not responsible for:
normal wear and tear, or minor scratches and scuffs resulting from ordinary handling
damage to goods that were already defective, worn or unstable
damage arising from inadequate or improper packing by the customer
damage to goods packed in containers not opened or inspected by us
loss or damage to items of exceptional or special value not declared to us in advance.
8.3 Our total liability for loss of or damage to goods, whether arising from negligence or otherwise, shall be limited to a reasonable sum in line with typical man and van services, unless a higher value has been declared by the customer and accepted by us in writing, and any additional charges for increased liability have been paid.
8.4 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or emotional distress.
8.5 Any claim for loss or damage must be notified to us in writing as soon as reasonably possible, and in any event no later than 7 days after the service is completed. We may inspect the goods and the location before any settlement is agreed.
9. Access, Parking and Property Damage
9.1 The customer must ensure that parking is available and lawful at all collection and delivery points. Any penalty charges, fines or fees arising from incorrect or restricted parking that are incurred during the performance of the services may be charged to the customer.
9.2 While we take care to avoid damage to property such as walls, floors, doors, staircases and fixtures, the customer acknowledges that moving large or heavy items through restricted spaces carries a risk of accidental damage. We are not liable for cosmetic or minor damage where the customer has requested that we proceed despite limited access.
9.3 If it is necessary to remove doors, windows, banisters or similar fixtures to complete the move, this must be agreed in advance. We may decline to carry out such work if we consider it unsafe or inappropriate. Any reinstallation of fixtures is the responsibility of the customer unless otherwise agreed.
10. Waste, Disposal and Environmental Compliance
10.1 Man with Van Turnpike Lane operates in accordance with applicable UK waste and environmental regulations. We do not remove or dispose of waste unless this has been expressly agreed as part of the services.
10.2 We are not a general rubbish clearance service. Where we agree to take away unwanted items, these must be suitable for lawful disposal or recycling. The customer confirms that any items for disposal are not hazardous or prohibited under waste regulations.
10.3 Fly-tipping and unlawful disposal of waste are criminal offences. We will only dispose of items at licensed facilities or via lawful routes. Any additional fees or charges associated with legal disposal, such as recycling or tipping fees, may be passed on to the customer.
10.4 If the customer requests that we dispose of items in a way that would breach waste regulations or local authority rules, we will refuse and may terminate the relevant part of the service without refund.
11. Insurance
11.1 We maintain insurance appropriate for a professional man and van and removal service. Details of cover may be provided on request.
11.2 The customer is encouraged to maintain their own contents or business insurance for additional protection, especially for high value items or specialist equipment. Our liability remains limited as set out in these Terms and Conditions.
12. Data Protection and Privacy
12.1 We will use the customer’s personal information only for the purposes of administering bookings, providing services, processing payments and meeting legal obligations.
12.2 We will take reasonable steps to keep personal data secure and will not sell or disclose it to third parties except where necessary to carry out the services, process payments, or comply with legal or regulatory requirements.
13. Complaints
13.1 If you are dissatisfied with any aspect of our services, you should raise your concerns with us as soon as possible so that we can seek to resolve the issue.
13.2 Complaints relating to loss or damage should be notified within the time limits set out in clause 8.5. We will investigate and respond within a reasonable timeframe.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
14.2 The parties agree that 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 the services.
15. General Provisions
15.1 No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of Man with Van Turnpike Lane.
15.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.3 Our failure or delay in enforcing any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
15.4 These Terms and Conditions form the entire agreement between the customer and Man with Van Turnpike Lane in relation to the services, and supersede any prior discussions, correspondence or representations.
