Man And Van Manorhouse Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Manorhouse provides removal, transport, loading, unloading, and related van services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. The purpose of this document is to create clear expectations about the booking process, payments, cancellations, liability, waste handling, and other important service matters. In these Terms, references to “we”, “us”, and “our” mean the service provider operating under the Man And Van Manorhouse name, and references to “you” or “the customer” mean the person requesting or paying for the service.

We aim to provide a reliable man and van service for domestic and commercial customers, including single-item transport, furniture moves, collection and delivery work, and light removals. These Terms are designed to be read alongside any quotation, booking confirmation, or written instructions issued before the job begins. If any part of a quotation conflicts with these Terms, the quotation will apply only to the extent that it expressly changes these Terms in writing. Nothing in these Terms affects your statutory rights as a consumer where those rights cannot legally be excluded.

By proceeding with a booking for Man And Van Manorhouse, you confirm that you have read, understood, and accepted these Terms. If you are booking on behalf of someone else, you confirm that you have the authority to agree to these terms on their behalf. Customers are responsible for giving accurate information about the item(s), access, addresses, collection and delivery requirements, parking limitations, and any conditions that may affect the service.

1. Booking Process

A booking is only confirmed when we have accepted your request and, where applicable, received any required deposit or payment. The booking process may begin with an enquiry, followed by a quotation based on the information you provide. Quotations are usually based on details such as the number of items, access conditions, distance, time required, and any additional labour or equipment needed. If the job changes after the quotation has been issued, we may revise the price or decline to proceed on the original terms.

You must provide complete and accurate information when requesting a quotation or making a booking. This includes, where relevant, the size and weight of items, whether lifting or dismantling is needed, staircase access, lift availability, parking restrictions, and any fragile, valuable, hazardous, or unusual goods. If information is missing or incorrect, we may adjust the service price, alter the vehicle or crew allocated, or cancel the booking if the job cannot safely be completed.

For time-specific bookings, we will aim to attend within the agreed arrival window, but times are estimates unless we expressly guarantee otherwise in writing. Delays can occur due to traffic, weather, access restrictions, previous jobs overrunning, or circumstances beyond our reasonable control. We will act reasonably to keep you informed, but we are not liable for consequential loss caused by delay unless required by law. If parking permits, loading bay access, or building approvals are needed, it is your responsibility to arrange them unless we specifically agree in writing to do so.

2. Payments and Charges

All charges will be explained in the quotation or booking confirmation where possible. The final price may depend on the actual time spent, distance travelled, waiting time, number of workers required, access difficulty, congestion, and any additional services you request on the day. If the booking extends beyond the original estimate, we may charge for the extra time or resources used. Unless otherwise agreed, payment is due immediately on completion of the service and before we leave the destination.

We may require a deposit, advance payment, or pre-authorisation to secure a booking, especially for larger jobs, urgent appointments, or waste-related collections. Any deposit is usually non-refundable except where we cancel the booking or where applicable law requires otherwise. If payment is taken by bank transfer, card, cash, or another approved method, you are responsible for ensuring funds are available and that all payment information is correct. We may charge reasonable fees for late payment, failed transfers, or chargebacks where the underlying charge is valid.

Where a fixed quote is provided, it applies only to the work described and only if the details supplied were accurate. Additional work, extra waiting time, stair carries, long carries, dismantling, reassembly, or repeated trips may incur extra charges. Any estimate of cost is not a guarantee unless stated as a fixed price in writing. We reserve the right to suspend or refuse further work if payment terms are not met or if the customer behaves in a way that makes completion unsafe or impractical.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule your man and van Manorhouse booking by giving us reasonable notice. The amount retained or charged may depend on how much notice you provide, whether we have already committed resources, and whether third-party costs have been incurred. If you cancel at short notice, fail to provide access, are not present at the agreed time, or do not make the goods ready for collection, we may charge for time lost, travel already undertaken, and any non-recoverable costs.

If we need to cancel or reschedule, we will use reasonable efforts to notify you as soon as practicable and may offer an alternative time or date. We are not responsible for unavoidable cancellations caused by events outside our control, including severe weather, road closures, accidents, strikes, illness, or legal restrictions. In such cases, we may rearrange the booking without liability for indirect loss. Our responsibility is limited to the re-performance of the service or the return of any payment for work not carried out, where appropriate.

If our team arrives and cannot complete the booking because the customer is absent, keys are unavailable, the access route is blocked, the items are not ready, or the premises are unsafe, the visit may be treated as a failed attendance. In those circumstances, the customer may remain liable for the call-out, waiting, and any time already spent. We encourage customers to review all arrangements before the appointment so that the service can proceed smoothly and on schedule.

4. Liability and Customer Responsibilities

We will take reasonable care in carrying out the service and in handling items entrusted to us. However, because removals and transport involve manual handling, confined spaces, and variable site conditions, some risk of damage may arise despite care being taken. We are not responsible for pre-existing damage, inherent defects, unsecured components, or damage caused by items being unsuitable for transport. The customer is responsible for declaring any fragile, valuable, antique, or specially protected items before the booking starts.

Our liability for loss or damage is limited to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. For all other losses, our liability will generally be limited to the lower of the value of the affected item or the service charge paid for the booking, unless a higher limit is agreed in writing. Customers are strongly advised to arrange adequate insurance for goods in transit where appropriate.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, missed deadlines, or inconvenience, except where such liability cannot lawfully be excluded. You are responsible for ensuring that items are properly packed, labelled, and prepared unless packing is part of the agreed service. You must also ensure that appliances are disconnected safely, pets are secured, and children are supervised during loading and unloading. Any instruction that may create a hazard can be refused by our team.

5. Waste Regulations and Disposal

Where the service includes waste removal, disposal, or clearance, the customer must tell us exactly what is being removed and whether it is general household waste, bulky waste, mixed materials, electrical items, furniture, builders’ debris, garden waste, or any other category. We operate in accordance with applicable UK waste rules and expect customers to comply with all legal requirements. We may refuse any load that contains prohibited, unsafe, contaminated, or undeclared materials.

It is the customer’s responsibility to ensure that any waste collected is legally presented for collection. We do not accept items that are hazardous, toxic, pressurised, infectious, explosive, or otherwise restricted unless we have specifically agreed in writing and have the appropriate authority to handle them. This may include asbestos, chemicals, gas bottles, oils, solvents, clinical waste, and certain electrical or refrigeration items. If such materials are found in a load without disclosure, we may stop the job, charge for time spent, and report the matter if required by law.

Where waste transfer documentation, receipts, or other records are required, we may prepare or retain them in accordance with legal obligations. You agree to provide accurate information about the source and nature of any waste and to cooperate with any checks that are reasonably needed for compliance. We may decline a waste-related booking if we believe the load could breach environmental, transport, or licensing requirements. No customer should ask us to dispose of items unlawfully or in a way that would breach duty of care obligations.

6. Service Standards, Access, and Use of Premises

We will provide the service with reasonable skill and care, using suitable vehicles, tools, and personnel for the agreed work. If the job requires more than one person, extra lifting equipment, or another vehicle, we may amend the booking and price accordingly. You must ensure that access is safe and that the route is free from obstacles where reasonably possible. We may refuse to lift items through unsafe staircases, narrow openings, unstable flooring, or other hazardous areas.

You are responsible for obtaining permission to enter any property, communal area, loading zone, or restricted site connected with the booking. Where access depends on a landlord, concierge, building manager, or third party, you should make the necessary arrangements in advance. We are not responsible for delays or extra charges caused by restricted access, parking difficulties, lift outages, traffic controls, or building rules that were not disclosed before the service began.

If the customer asks us to move items that are over-sized, poorly packaged, or likely to cause damage to property, we may decline to handle them unless suitable precautions are in place. We may also refuse to move items that are illegal, suspicious, stolen, or reasonably believed to be connected to unlawful activity. Our staff may stop work immediately if they consider that continuing would endanger people, vehicles, or property.

7. Complaints, Changes, and Force Majeure

If you are dissatisfied with any aspect of the service, you should raise the issue as soon as reasonably possible so we can review it. We may ask for photographs, invoices, or a description of the problem to help us investigate. A complaint does not remove your obligation to pay any undisputed charges. Where appropriate, we may offer a remedy such as a partial refund, a price adjustment, or another reasonable solution, depending on the facts and the extent of the issue.

We may update these Terms from time to time. The version in force on the date of your booking will usually apply to that booking, unless a newer version is expressly agreed. If a term is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full force. Any failure by us to enforce a right under these Terms does not mean that right has been waived.

We are not liable for delay or failure to perform where the cause is beyond our reasonable control, including extreme weather, fire, flood, civil disturbance, accident, industrial action, public emergencies, acts of government, or vehicle breakdown not caused by our negligence. In such circumstances, we may suspend, postpone, or cancel the service without liability for indirect losses. We will use reasonable efforts to resume the booking when it is safe and practical to do so.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law provides otherwise. If you are resident in Scotland or Northern Ireland, any consumer protections that apply in your jurisdiction will continue to apply where required by law.

Any dispute that cannot be resolved amicably should be dealt with by the courts having appropriate jurisdiction in the United Kingdom. Nothing in these Terms prevents either party from seeking urgent injunctive relief or other provisional remedies where necessary. If any part of this document is inconsistent with a legal requirement, the relevant provision will be read down or treated as removed to the minimum extent necessary, and the rest of the Terms will remain valid.

Man And Van Manorhouse reserves the right to interpret these Terms reasonably and in good faith, taking account of the nature of the service, the information supplied at booking, and any legal duty that applies. By using our service, you confirm that you have read the full agreement and accept that it governs the relationship between you and us for the booking concerned.