Man And Van Docklands Terms and Conditions

These Terms and Conditions set out the basis on which Man And Van Docklands provides removal, transport, lifting, loading, unloading, and related services for domestic and commercial customers. By making a booking, you agree to be bound by these terms, together with any written quotation, job confirmation, or service notes agreed before the move. If there is any inconsistency between these terms and a written quotation, the written quotation will prevail only for the specific matters it covers. These terms are intended to be fair, practical, and clear, and they apply to all man and van Docklands services unless we have agreed otherwise in writing.

References to “we”, “us”, and “our” mean the service provider operating under the Man And Van Docklands name. References to “you” and “your” mean the customer, hirer, or person authorised to make the booking. You must ensure that all information provided during booking is complete and accurate, including collection and delivery details, item descriptions, access conditions, parking restrictions, and any special handling requirements. Failure to do so may affect timing, pricing, or our ability to complete the service safely.

These terms are written for use in the United Kingdom and are designed to comply with standard consumer and business service expectations. They do not create any relationship of employment, partnership, or agency between us and you, unless expressly stated in writing. All services are subject to availability, reasonable operational limits, and the condition that the work can be carried out lawfully and safely.

Booking process

Bookings for Docklands man and van services may be made by phone, email, online form, or any other channel we specify from time to time. A booking is only considered accepted once we have confirmed it in writing or by a clear verbal confirmation followed by a booking reference, estimate, or invoice. Any quotation provided before acceptance is an invitation to proceed and not a binding offer unless expressly stated. We may request photographs, inventories, or additional information before confirming the job, particularly where items are bulky, fragile, valuable, or unusually heavy.

When you make a booking, you confirm that you are authorised to instruct us and that you accept responsibility for providing accurate instructions. You must disclose any factors that could affect the service, including lift access, stairs, narrow hallways, restricted parking, congestion charges, special permits, dismantling needs, or time-sensitive building access rules. If the move includes items that require specialist handling, such as pianos, antiques, glass furniture, hazardous goods, or high-value electronics, you must tell us in advance. We may decline items that are unsafe, illegal to transport, or beyond the scope of our normal service.

Where a booking is made on behalf of a third party, the person making the booking remains responsible for payment and for ensuring these terms are passed on to the end user. If the customer’s instructions change after confirmation, we may revise the quotation, schedule, or staffing requirements accordingly. Any arrival times given are estimates only and may be affected by traffic, weather, access delays, or prior jobs. We will use reasonable efforts to keep you informed of significant changes.

Payments

Unless otherwise agreed, payment is due immediately on completion of the service. We may request a deposit, partial prepayment, or full advance payment for certain bookings, including larger moves, weekend work, urgent requests, or jobs requiring specialist resources. Accepted payment methods will be confirmed at the time of booking and may include bank transfer, card payment, or cash where permitted. We reserve the right to refuse certain payment methods if there is a reasonable commercial or security reason for doing so.

All prices are quoted in pounds sterling unless stated otherwise. Quotes are based on the details you provide and may be adjusted if the actual job differs materially from the description given. Additional charges may apply where the work exceeds the agreed scope, including waiting time, extra handling, multiple trips, parking penalties, tolls, congestion-related costs, specialist equipment, or work outside normal hours. We will aim to notify you before incurring such costs where reasonably practicable. Any invoice issued by us must be paid in full without set-off or deduction unless required by law.

If you fail to pay on time, we may suspend future services, charge reasonable recovery costs, and, where lawful, apply statutory interest and compensation under the Late Payment of Commercial Debts legislation for business customers. For consumer customers, we may pursue unpaid sums through lawful recovery channels. Title to any goods we sell or supply, where applicable, remains with us until paid in full. This does not affect your statutory consumer rights.

If a payment card is declined or a transfer is not completed, you remain responsible for the outstanding balance. We are not obliged to release goods, continue unloading, or return to a site unless payment has been made or we agree otherwise. You should keep proof of payment if paying by transfer or cash.

Cancellations, amendments, and delays

You may cancel or amend a booking by giving us notice as soon as possible. If you cancel a confirmed booking, cancellation charges may apply depending on how much notice is given, whether staff have already been allocated, and whether any third-party costs have been incurred. Where we have reserved vehicles, labour, or equipment specifically for your move, we may charge a reasonable fee to cover wasted time and non-recoverable expenses. The exact charge may be stated in your quotation or booking confirmation.

If you cancel at short notice, fail to provide access, are not present to authorise the move, or are unable to proceed for reasons within your control, we may treat the booking as cancelled and charge accordingly. If we arrive but cannot safely or lawfully carry out the work due to inaccurate information, access restrictions, unsafe conditions, or unpaid charges, we may end the booking and charge for time, travel, and any already incurred costs. Any refund due will be calculated after deductions for genuine expenses and completed work.

We may need to reschedule or cancel a booking due to vehicle breakdown, staff illness, severe weather, unsafe conditions, road closures, legal restrictions, or other events outside our reasonable control. In such cases, we will take reasonable steps to offer a new date or time. We are not liable for indirect losses arising from a delay or rescheduling, provided we have acted reasonably and in good faith. This does not limit liability where the law does not allow limitation.

Liability and care of goods

We will use reasonable care and skill in providing our services. Our team will handle goods with appropriate care, but you are responsible for ensuring items are suitably packed, secured, and labelled unless packing has been expressly included in the service. Fragile items, loose parts, unboxed valuables, and items with hidden defects may be more susceptible to damage. We do not inspect the internal condition of items that are already packed unless agreed in advance. If you require full packing, dismantling, or assembly support, this must be requested before the move.

Our liability for loss or damage is limited to direct loss that is reasonably foreseeable and caused by our negligence or breach of contract. We are not liable for loss arising from normal wear and tear, pre-existing damage, inadequate packaging, poor loading instructions, or items that were faulty or structurally weak before handling. We are also not liable for loss of profit, business interruption, missed appointments, emotional distress, or other indirect or consequential loss, except where liability cannot lawfully be excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

If you or your representative assist with lifting, loading, or unloading, you do so at your own risk unless we specifically agree to supervise that activity. You must ensure that pathways are clear and that the premises are safe for the work to proceed. If we believe an item or task presents a risk to health, safety, property, or our personnel, we may refuse to move it or may require additional resources. Any claim for loss or damage must be notified to us promptly and, where possible, before the vehicle leaves the delivery location. You must allow us a reasonable opportunity to inspect the issue and, where appropriate, to repair, replace, or compensate in line with our legal obligations.

Waste regulations and disposal responsibilities

If our service includes removing unwanted items, waste, or clearance materials, you must tell us exactly what is to be collected and confirm whether any item could be classified as controlled, hazardous, or special waste. We only transport and dispose of waste in accordance with applicable UK law, including duty of care requirements. You must not ask us to collect items that are illegal to carry, store, or dispose of without the proper permits, licences, or documentation. This includes, without limitation, asbestos, chemicals, pressurised containers, solvents, oils, clinical waste, tyres, batteries, fridges containing restricted components, and electrical items subject to special handling rules, unless we have expressly agreed and are legally authorised to deal with them.

Where waste collection is included, you agree to provide accurate descriptions and to separate prohibited items from general refuse. If we discover restricted waste at the point of collection, we may refuse the item, charge additional handling costs, or end the service if continued work would breach the law. You remain responsible for ensuring that waste transfer, carrier, or disposal requirements are met. Where legally required, you must retain receipts, transfer notes, or any supporting documentation relating to the disposal of your waste. We will not knowingly facilitate fly-tipping, unlawful disposal, or circumvention of environmental rules.

Any items left with us for disposal become subject to our waste handling arrangements only if accepted by us for lawful removal. We may delegate disposal to properly authorised third parties, provided this remains compliant with applicable regulations. If you request the return of an item after it has been accepted for disposal, we are under no obligation to retrieve it unless we agree and it remains practicable and lawful to do so.

These terms also apply to any additional helpers, subcontractors, or suppliers we use to perform the service. Their actions are covered only to the extent that they are acting within the scope of our instructions and the law. You must not place the team under pressure to act unlawfully, unreasonably, or beyond safe working practices.

Customer obligations and service conditions

You must ensure that all items are ready for collection at the agreed time and that any necessary access arrangements, parking permissions, building permissions, or keys are available. If the service requires waiting because you are not ready, we may charge waiting time or additional labour. If access is delayed or impossible, we may terminate the booking after a reasonable period. You are also responsible for removing personal data from devices, securing confidential papers, and protecting sensitive information before transfer, unless we have agreed to handle such matters specifically.

We may refuse to move any item that is unsafe, contaminated, prohibited, or not reasonably capable of being transported without risk of damage. We may also refuse to enter premises or areas that are unsafe, unstable, or improperly secured. If we agree to dismantle or reassemble furniture, this will be done using reasonable skill and care, but we do not guarantee factory-finish results or accept liability for hidden defects, missing fixings, or manufacturer design limitations.

Where services are booked for a fixed time slot, we will aim to attend within that window, but traffic, prior delays, and other operational issues may affect timing. You agree that small delays do not automatically entitle you to compensation, provided we are still acting reasonably. If a delay becomes substantial and is within our control, we will discuss options in good faith.

Complaints, notices, and general matters

If you have a complaint, you should raise it promptly so that we can investigate while the facts are fresh. You should provide reasonable evidence, such as photographs, job details, or invoice references, to help us assess the issue. We may ask for access to the goods or site to verify a claim. Any remedial action, refund, or adjustment will be determined in line with these terms and your legal rights.

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time of your booking will apply to that booking unless a newer version is expressly agreed. If any part of these terms is found to be unlawful, void, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right does not amount to a waiver of that right.

These terms, together with any written quotation and booking confirmation, form the entire agreement between you and us in relation to the service. You may not transfer your rights or obligations under these terms without our prior written consent. We may transfer or subcontract our rights and obligations where this does not materially reduce the standard of service. Headings are for convenience only and do not affect interpretation.

Governing law

These Terms and Conditions and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. Where you are a consumer resident in another part of the United Kingdom, you may also benefit from mandatory consumer protections applicable in your jurisdiction. The courts of England and Wales will have non-exclusive jurisdiction over any dispute, although this does not remove any rights you may have to bring proceedings in another competent UK court where the law allows.

By using Man And Van Docklands services, you confirm that you have read, understood, and agreed to these terms. They are intended to create a clear and lawful framework for safe, professional, and efficient service delivery. If you do not agree with any part of these terms, you should not proceed with a booking.