Terms and Conditions for Man and Van Hackney
These terms and conditions set out the basis on which Man and Van Hackney provides removal, delivery, transport, and related moving services to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to be clear and practical, while protecting both the customer and the service provider. In these terms, references to “we”, “us”, and “our” mean the provider of the man and van Hackney service, and references to “you” and “your” mean the customer, hirer, or person authorising the booking.
These terms apply to all standard domestic and commercial jobs, including single-item moves, furniture transport, light removals, flat moves, office clearances, and related loading or unloading assistance. Unless otherwise agreed in writing, the service is limited to lawful transport and handling activities that are reasonably within the scope of a man and van service. Any special arrangements, such as fragile items, heavy equipment, multiple collection points, stair carries, waiting time, or disposal of waste, may affect the final price and service conditions.
Nothing in these terms limits any rights you may have under UK consumer law where such rights cannot legally be excluded. If any part of these terms is found to be unenforceable, the remaining parts will continue in full force. We may update these terms from time to time, and the version in force on the date of booking will generally apply to your service, unless a later written agreement says otherwise.
The booking process begins when you provide the necessary details for the job, including the collection and delivery locations, the type and quantity of items, access conditions, preferred date and time, and any handling requirements. Based on this information, we may provide an estimate or quotation. A quotation is normally based on the information supplied by you and is subject to change if the job differs materially from what was described. We reserve the right to revise the price where there is additional labour, time, distance, waiting, parking difficulty, additional items, or other circumstances not disclosed during booking.
A booking is only confirmed once we have accepted your request, confirmed availability, and, where required, received any deposit or advance payment. A booking confirmation may be sent by text, email, message, or other written form. It is your responsibility to check all booking details, including date, time window, addresses, item list, and any special instructions. If details are incorrect, you must notify us promptly so that we can amend the booking if possible. We are not responsible for delays or extra charges caused by incomplete or inaccurate information provided by you.
You must ensure that the collection and delivery points are accessible and safe for our team and vehicle. This includes arranging parking where needed, providing any entry codes or permits in advance, and ensuring that the items are ready to be moved at the agreed time. If access is restricted, we may charge additional waiting time, handling time, or abortive visit fees. We may also refuse to carry out part or all of the job if, in our reasonable opinion, the premises or load present an unsafe or unlawful working condition.
Our payments terms depend on the service type and the size of the job. Unless agreed otherwise, payment is due on completion of the work and must be made by the method we specify, which may include bank transfer, card payment, cash, or other accepted means. For larger or scheduled moves, we may require a deposit to secure the booking, with the balance payable before unloading is completed or immediately after the service ends. Any deposit paid may be non-refundable where the cancellation conditions set out below apply.
All prices are quoted in pounds sterling and may be inclusive or exclusive of VAT, depending on whether VAT applies to the service provider. Where VAT is chargeable, it will be added at the appropriate rate unless the quotation states that VAT is included. If the final job takes longer than expected, involves extra items, or requires additional materials or labour, we may charge for the additional time and resources used. Unless expressly agreed in writing, quotations do not include congestion charges, tolls, parking fees, permits, waste disposal charges, or third-party expenses.
If you fail to pay any amount due when requested, we may suspend further work, retain goods in our care where lawful, or take other reasonable steps to recover the debt. You will be responsible for any reasonable costs incurred in recovering overdue sums, including administrative costs, bank charges, legal fees, or collection expenses where permitted by law. We reserve the right to refuse future bookings from customers with outstanding balances.
Cancellations must be made as soon as possible. If you cancel a booking more than 48 hours before the scheduled start time, any deposit may be refundable less reasonable administrative costs, unless the quotation or confirmation states otherwise. If you cancel within 48 hours of the booking time, we may retain the deposit or charge a cancellation fee to reflect the loss of reserved time and expected costs. For same-day cancellations or failure to provide access, you may be charged the full minimum call-out or booking fee.
If we need to cancel or reschedule due to vehicle breakdown, severe weather, staff illness, unsafe conditions, traffic disruption, or other circumstances beyond our reasonable control, we will seek to provide an alternative date or refund any prepaid amount for the undelivered portion of the service. We will not be liable for indirect losses caused by such changes, but we will act reasonably and keep you informed. Where a delay occurs, we may revise arrival times without being treated as in breach of contract, provided we make reasonable efforts to complete the job.
You must ensure that any item you ask us to move is legal to transport and lawful to possess. We may refuse to handle items that are hazardous, prohibited, contaminated, unstable, or otherwise unsuitable for a standard man and van Hackney removal. This includes, without limitation, gas cylinders, chemicals, fuel, explosives, live animals, live plants requiring specialist care, firearms, cash, illegal goods, and items whose transport would breach any law, licence, or regulation. If such items are discovered during the job, we may stop work and charge for time already spent.
The waste and disposal section is especially important. If you ask us to remove waste, rubbish, unwanted furniture, or mixed loads for disposal, you confirm that you are the owner of those items or have authority to arrange their removal. You also confirm that the waste is accurately described, and that any controlled, hazardous, or specialist waste has been declared in advance. We will only carry and dispose of waste in a lawful manner and in accordance with applicable UK waste regulations, including duty of care requirements and any licensing or transfer note obligations that apply to the type of waste involved.
Where waste is collected, you agree that it may be taken to a licensed facility, reuse scheme, recycling centre, or other lawful disposal route at our discretion, unless a specific destination has been agreed in writing. You must not present waste that includes items requiring special handling unless we have expressly agreed to take them and are properly authorised to do so. If you conceal hazardous materials, we may seek compensation for any losses, fines, contamination, cleaning costs, or enforcement action arising from your failure to disclose them. You remain responsible for ensuring that any waste handed to us is presented in compliance with the law.
We may decline to collect waste if, in our opinion, the load is incorrectly described, unsafe, overfilled, contaminated, or likely to create a breach of legal requirements. The customer must keep any records, receipts, or evidence reasonably required to demonstrate lawful disposal where that is relevant to the service. If we are asked to provide proof of disposal, this may be supplied where available and where it is appropriate to do so. Any additional charges associated with disposal, tipping fees, or sorting contaminated loads may be added to the final invoice.
Our liability is limited to the extent permitted by law. We will use reasonable care and skill when providing the man and van service, but we are not responsible for losses or damage caused by events outside our control, pre-existing defects, improper packing by you, or inaccurate instructions. You are responsible for ensuring that items are suitably packed, protected, and ready for transport unless we have expressly agreed to pack them. Fragile items, antiques, electronics, glass, flat-pack furniture, and sentimental belongings should be declared in advance so that appropriate handling can be arranged.
We may be liable for loss or damage only where it is caused by our negligence or breach of contract, and our liability will usually be limited to the lower of the value of the item proved to have been lost or damaged and any applicable insurance limit, unless mandatory law provides otherwise. We do not accept responsibility for indirect or consequential losses, such as loss of profit, business interruption, missed appointments, emotional distress, or loss arising from delays, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
Claims for damage or loss must be reported to us as soon as reasonably possible and, in any event, within a reasonable period after completion of the job. You should retain the relevant item, packaging, and any supporting evidence so that the issue can be reviewed fairly. Where a claim is made, we may ask for photographs, proof of value, receipts, a description of the incident, and any other reasonable information. We may inspect the item before deciding whether a repair, replacement, partial refund, or other remedy is appropriate.
Customers must ensure that items are properly insured if they have a value that exceeds normal household levels or if they are unusually delicate, irreplaceable, or commercially important. Unless expressly agreed, our service does not include comprehensive insurance for the full retail replacement value of all goods. You are responsible for checking whether your own contents insurance or separate transit insurance is suitable for your needs. Any insurance we may carry, if applicable, does not create a wider liability than is set out in these terms.
We expect all customers, residents, building staff, and third parties to treat our team with respect and to provide a safe working environment. Abusive behaviour, harassment, violence, intoxication that affects safety, or interference with the work may lead to immediate termination of the job without refund. You are responsible for informing us of any known hazards at the property, including broken access points, narrow stairways, fragile floors, aggressive animals, or other conditions that could increase risk. We may use reasonable discretion to decide whether a job can be completed safely.
These terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction unless mandatory consumer law requires otherwise. If a dispute arises, both parties should first try to resolve the matter informally and in good faith. If informal resolution is not successful, either party may pursue formal legal remedies. Any delay or failure by us to enforce a right shall not prevent us from enforcing that right later. The headings in these terms are for convenience only and do not affect interpretation.