Man And Van Manorhouse Terms and Conditions
These Terms and Conditions apply to all removals, deliveries, collections, and related services provided by Man And Van Manorhouse and set out the basis on which we accept bookings and carry out work. By making a booking, the customer agrees to these terms in full. If the customer is booking on behalf of another person, business, landlord, tenant, or organisation, they confirm that they have authority to do so and that all instructions provided are accurate and complete. These terms are intended to be clear and practical, forming the agreement between the customer and the service provider for each job.
Service scope means the specific work agreed at the time of booking, which may include loading, transport, unloading, collection, delivery, waiting time, and reasonable handling of goods. Unless expressly agreed in writing, the service does not include dismantling, assembling, specialist packing, disconnection of appliances, or the transport of items that require special licensing or handling. The customer must ensure that the goods, access routes, and delivery details are suitable for the service requested. Any variation to the agreed scope may result in additional charges or a revised schedule.
These terms are written for general UK service use and are not a substitute for legal advice. They should be read carefully before a booking is confirmed. Where a matter is not covered here, the service will be provided in a reasonable manner consistent with normal industry practice and applicable law. In the event of any conflict between a written quotation and these terms, the quotation will apply only to the extent that it clearly varies the relevant point and is issued by the service provider.
Booking process begins when the customer requests a quote or service slot and provides the necessary details, including the type of items, collection and delivery points, access conditions, dates, and any special requirements. A booking is not confirmed until it has been accepted by Man And Van Manorhouse, and where required, a deposit or prepayment has been received. The customer must check all booking details carefully and notify us immediately of any errors or omissions. If the information given is incomplete or inaccurate, we may need to revise the quotation, alter the time allocation, or decline the job.
All bookings are subject to availability. The company may offer an estimate based on the customer’s description, photographs, or other information, but final pricing may change if the actual work differs from what was described. This may include additional floors, difficult access, parking restrictions, extra volume, heavy items, delays caused by the customer, or any other factor that increases time or labour. Where a booking is accepted subject to a time window, arrival times are estimates unless specifically guaranteed in writing. The customer agrees to provide reasonable access and to ensure that the service can be carried out safely and without unlawful obstruction.
Payments must be made in the manner agreed at the time of booking, which may include card payment, bank transfer, cash, or another approved method. Unless otherwise stated, all charges are payable on completion of the service or in advance where a deposit has been requested. Prices may be quoted as fixed, hourly, or based on a combination of labour, vehicle use, and supplementary services. Additional waiting time, extra stops, congestion caused by access issues, or changes requested by the customer may incur further charges. Any applicable taxes will be included or stated separately according to the quotation or invoice issued.
Where payment is due at the end of the job, it must be made immediately unless an account arrangement has been agreed in writing. If a customer fails to pay on time, we may suspend further services, charge reasonable recovery costs, and seek payment through legal means. We may also retain a lien over goods, where lawful, until outstanding sums are settled. The customer is responsible for ensuring that any payment method used has sufficient funds or authorisation. If a charge is reversed, disputed without valid reason, or not honoured, the customer remains liable for the full amount, including any bank or administrative charges reasonably incurred.
Cancellations and amendments must be made as early as possible. If the customer cancels a confirmed booking, the company may charge a cancellation fee that reflects the time reserved, administrative costs, and any loss caused by short notice. Deposits may be non-refundable where this has been explained at the time of booking. If the cancellation occurs after the team has been dispatched or arrived at the premises, a minimum call-out charge and any waiting time may apply. Where the customer wishes to amend the date, time, or scope of the service, we will try to accommodate the request, but changes are subject to availability and may alter the price.
Man And Van Manorhouse may cancel or postpone a booking where circumstances make performance impossible, unsafe, unlawful, or materially different from what was agreed. This may include vehicle breakdown, severe weather, traffic disruption, illness, safety concerns, unpaid balances, aggressive behaviour, misleading information, or inadequate access. Where we cancel, we will aim to offer an alternative date or refund any prepaid sums for the cancelled portion, unless the cancellation results from the customer’s breach of these terms. We are not liable for indirect losses caused by a necessary cancellation or delay, provided we have acted reasonably.
Liability is limited to losses caused directly by our negligence or wilful misconduct and is subject to the exclusions set out below. We will take reasonable care of items in our custody, but the customer remains responsible for ensuring that goods are suitably packed, protected, and fit for transport unless packing has been expressly included in the service. Fragile, valuable, or sentimental items should be declared in advance and may require special handling or insurance arrangements. We are not responsible for pre-existing damage, hidden defects, inadequate packaging, or deterioration caused by the nature of the item itself.
Unless otherwise agreed in writing, the customer must remove or secure loose parts, disconnect items safely where required, and make sure that appliances, furniture, and boxes are suitable for movement. We are not liable for damage caused by items that are inherently unstable, improperly assembled, overloaded, or not prepared in a reasonable manner. Where we assist with moving items within a property, at a premises, or between locations, the customer accepts that walls, floors, stairways, and door frames may be at risk if the space is narrow, obstructed, or not adequately protected. Reasonable care will always be exercised, but some risk is inherent in the nature of manual handling services.
Limitation of liability applies to the fullest extent permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded. Subject to that, our total liability for any claim relating to a booking shall not exceed the total fees paid for the specific service giving rise to the claim, except where a higher amount is required by law. We shall not be liable for loss of profits, loss of business, loss of opportunity, indirect loss, or consequential loss. Any claim must be notified promptly and in any event within a reasonable time after the issue is discovered.
Waste regulations are strictly observed in all activities involving disposal, clearance, or removal of unwanted items. The customer must not request the removal of prohibited, hazardous, or controlled waste unless this has been discussed in advance and can lawfully be transported and handled. Prohibited materials may include, but are not limited to, asbestos, clinical waste, chemicals, oils, gas bottles, solvents, pressurised containers, certain electrical hazards, and any substance that requires a special permit or licensed disposal route. Where waste is involved, the customer must accurately describe the contents and ensure that items are separated where necessary.
Man And Van Manorhouse may refuse to collect or transport any item that appears unsafe, contaminated, illegal, or unsuitable for lawful carriage. If waste is accepted, the customer acknowledges that disposal may be subject to duty of care requirements, transfer notes, site acceptance rules, and other legal obligations under applicable UK waste law. The customer is responsible for the accuracy of the description and for ensuring that no non-declared hazardous waste is mixed in with general waste. Additional charges may apply where sorting, segregation, or special handling is required to remain compliant with regulations.
Where the service includes disposal or onward handling, all waste will be managed in a lawful and environmentally responsible way using authorised facilities or permitted routes where required. The customer must not leave waste for collection without prior agreement and must not place items in a way that creates a hazard, nuisance, or breach of any law. If the company reasonably believes that the waste declaration is inaccurate, we may suspend the service until clarification is provided. Any losses, penalties, or costs arising from false, incomplete, or misleading waste information may be recovered from the customer to the extent permitted by law.
Customer responsibilities include making sure that access, parking, loading points, and delivery locations are available and lawful at the agreed time. The customer must obtain any permissions, permits, or authorisations needed for the service, including building access approval, parking allowances, or estate rules where relevant. If goods are to be collected from or delivered to a third party, the customer must ensure that that party is aware of the booking and prepared for the handover. The customer must also ensure that an adult is present where access to a premises or the release of goods depends on it.
Delays caused by the customer, including missing keys, late arrival, inaccurate directions, restricted access, or failure to prepare items, may result in waiting charges or rescheduling. If the service cannot continue because the customer is unavailable or because access is blocked, the job may be treated as cancelled after arrival and charged accordingly. The customer should remove small personal items, documents, jewellery, cash, and similarly sensitive belongings before the job begins unless their inclusion has been expressly agreed. The company accepts no responsibility for items left in drawers, cabinets, boxes, or hidden spaces unless clearly identified and inventoried.
Insurance and claims are handled in line with the cover maintained by the company and any additional protection agreed in writing. Standard cover may not apply to items of exceptional value unless disclosed in advance and accepted. The customer should consider arranging their own insurance where the goods are high value, rare, or fragile. Any claim for damage, loss, or shortage must be supported by evidence and raised as soon as reasonably possible, with photographs, inventory details, or other relevant information where available. We may inspect the goods, packaging, access conditions, and delivery records before deciding on liability.
If a claim is accepted, our responsibility will usually be limited to repair, replacement, or a monetary amount reflecting the proven direct loss, subject to the liability cap in these terms. We will not be responsible for items that were already damaged, incorrectly packed, or not declared as fragile, valuable, or unusually difficult to handle. The customer agrees that our records, vehicle logs, time logs, and job notes may be used to assess claims and resolve disputes. Where a claim relates partly to the customer’s own actions or omissions, any compensation may be reduced to reflect shared responsibility.
Termination and refusal of service may occur where the customer behaves abusively, unlawfully, or in a way that creates a health and safety risk. We may refuse to lift or transport any item that exceeds safe manual handling limits, cannot be moved without unacceptable risk, or appears to be prohibited by law. We may also stop work if the customer requests activity that would expose the company to legal breach or unreasonable danger. In such cases, fees for work already carried out, travel, waiting, or reasonable preparation may still be payable.
The company may update these terms from time to time. The version in force at the time of booking will apply to that booking, unless a later written variation is agreed. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force. No failure or delay in enforcing a right shall be treated as a waiver of that right. These terms, together with any confirmed quotation or written variation, constitute the entire agreement between the parties for the relevant service.
These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales.
Both parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with the services, these terms, or any related quotation, booking, or invoice. The customer acknowledges that the agreement is entered into on the basis that the service is provided within the UK and subject to mandatory consumer and commercial protections where applicable. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these terms and conditions.