Terms and Conditions for Man and Van Docklands

These Terms and Conditions set out the basis on which Man and Van Docklands provides man and van and related removal services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings shown:

1.1 Client means the person, company or organisation booking or using our services.

1.2 We, us, our means Man and Van Docklands, the service provider.

1.3 Services means any man and van, removal, transport, loading, unloading, packing, or related services we agree to provide.

1.4 Goods means any items, boxes, furniture, equipment or personal belongings that we are requested to move, transport, handle, or store.

1.5 Quote means the price estimate we provide to you based on the information you give us about the job.

1.6 Booking means the confirmed agreement between you and us for the provision of services on a specified date and time.

2. Scope of Services

2.1 We provide man and van services including local removals, small moves, item collection and delivery, and related transport services for domestic and commercial clients.

2.2 Our services may include loading and unloading, basic disassembly and reassembly of certain items, and positioning of goods within your new premises, if agreed in advance.

2.3 We do not provide specialist removal services for items that require specific technical expertise or equipment unless expressly agreed in writing.

2.4 We reserve the right to refuse to transport any goods that we reasonably believe are unsafe, illegal, improperly packaged, or likely to cause damage or injury.

3. Booking Process

3.1 You can request a quote by providing accurate and complete information about the service required, including addresses, access details, approximate inventory of goods, any heavy or bulky items, and preferred dates and times.

3.2 Any quote we provide is based on the information you supply. If this information is incomplete or inaccurate, we reserve the right to amend or withdraw the quote or adjust the final price.

3.3 A booking is only confirmed when we have accepted your request for services, agreed the date, time and pricing structure, and you have accepted these Terms and Conditions.

3.4 We may request a deposit or pre-authorisation to secure your booking. Your booking is not guaranteed until any required deposit has been paid and cleared.

3.5 You are responsible for checking all details on your booking confirmation and notifying us immediately of any errors or changes required.

4. Access, Parking and Client Responsibilities

4.1 You must ensure that we have suitable and safe access to both the collection and delivery addresses, including clear instructions, accurate postcodes, and any gate or entry codes.

4.2 You are responsible for arranging any necessary parking permissions, permits or suspensions for our vehicle at both addresses. Any penalties, fines or additional charges arising from inadequate parking arrangements may be added to your final bill.

4.3 You must ensure that lifts, stairways, corridors and doorways are suitable for the passage of goods. If access is restricted or unsuitable, we may refuse to move certain items or may charge additional fees for the extra time and labour required.

4.4 You are responsible for the proper packing of your goods, unless we have agreed to provide packing services. Items of a fragile or delicate nature must be suitably protected and clearly marked.

4.5 It is your responsibility to be present or to appoint a representative at the collection and delivery addresses to supervise the move, give instructions, and check that all goods are loaded and unloaded.

5. Payments and Charges

5.1 Our charges may be structured on an hourly rate, a fixed price, or a combination of both, as stated in your booking confirmation.

5.2 All prices quoted are exclusive of congestion charges, tolls, parking fees, fines, or other third-party charges unless expressly stated otherwise. Any such costs incurred in providing the services will be added to your final bill.

5.3 Unless otherwise agreed, payment is due on completion of the job and must be made using the payment methods we accept at the time of service.

5.4 We reserve the right to request partial or full payment in advance for certain bookings, especially larger moves or long-distance jobs.

5.5 If payment is not made when due, we may charge reasonable interest on the outstanding sum and may withhold delivery of goods until full payment is received.

5.6 Where work takes longer than anticipated due to circumstances beyond our control, including delays caused by traffic, waiting for keys, restricted access, or additional items not originally declared, we may apply additional charges at the agreed hourly rate.

6. Cancellations, Amendments and Waiting Time

6.1 If you need to cancel or reschedule your booking, you must notify us as early as possible.

6.2 Cancellations made more than 72 hours before the scheduled start time may be made without charge, unless a special arrangement or non-refundable deposit has been agreed.

6.3 Cancellations made between 24 and 72 hours before the scheduled start time may incur a cancellation fee, which may include retention of part or all of any deposit paid.

6.4 Cancellations made less than 24 hours before the scheduled start time may be charged up to the full quoted amount, at our discretion.

6.5 If you wish to amend your booking, including changing the date, time, addresses, or scope of work, we will endeavour to accommodate your request but cannot guarantee availability or the original price. Any changes may result in a revised quote.

6.6 Waiting time caused by delays in access, lack of keys, incomplete packing, or other client-related issues may be charged at our standard hourly rates.

7. Excluded and Restricted Items

7.1 We do not transport the following items unless agreed in writing in advance: hazardous or toxic materials, flammable or explosive goods, gas cylinders, illegal substances, live animals, perishable goods, or any item that we reasonably consider to pose a risk to safety.

7.2 Jewellery, cash, important documents, and other high-value items should not be included in your general goods for transport. If you do include such items, you do so at your own risk and must inform us in writing in advance.

7.3 We may refuse to transport items that exceed safe lifting weights or that require specialist equipment or handling that we have not agreed to provide.

8. Waste, Disposal and Environmental Regulations

8.1 We are not a waste disposal or rubbish clearance company. We cannot remove or dispose of general household waste, builders waste, or other refuse unless this has been explicitly agreed as a separate service and is compliant with applicable waste regulations.

8.2 Where we agree to remove items for disposal, we will do so in accordance with relevant environmental and waste legislation. Certain items may incur additional disposal fees, which will be notified to you in advance where possible.

8.3 You must not ask us to remove or dispose of hazardous waste, including chemicals, paints, asbestos, certain electrical items, or other regulated materials without prior agreement and the necessary documentation.

8.4 Any illegal or improper attempt to use our services for the disposal of restricted or hazardous waste may result in immediate termination of our services and may be reported to the relevant authorities.

9. Liability and Insurance

9.1 We will exercise reasonable care and skill in handling and transporting your goods. However, our liability is limited as set out in this section.

9.2 We are not liable for loss or damage to goods unless it is proven that such loss or damage was caused by our negligence or breach of duty while the goods were under our control.

9.3 Our liability for any single item or group of items forming part of a consignment is limited to a reasonable amount in proportion to the price you have paid for the services, unless a higher value is agreed with us in writing before the move.

9.4 We are not liable for:

a. Loss or damage arising from your failure to adequately pack or protect goods.

b. Damage to goods where you or your representative assists with loading or unloading.

c. Loss or damage to goods that are inherently fragile or susceptible to damage, including but not limited to glass, mirrors, artworks, and electronics, unless we have packed them.

d. Loss or damage caused by wear and tear, natural deterioration, or inherent defects.

e. Loss or damage arising from war, terrorism, adverse weather, acts of God, or events beyond our reasonable control.

9.5 We are not responsible for any indirect or consequential losses, such as loss of income, loss of profits, or loss of opportunity, arising from or in connection with our services.

9.6 You must notify us in writing of any loss or damage as soon as reasonably possible and in any event within 7 days of completion of the services. Failure to do so may affect our ability to investigate and may limit or exclude our liability.

9.7 We recommend that you arrange appropriate insurance cover for your goods during transit and handling, particularly for high-value or irreplaceable items.

10. Damage to Property

10.1 We will take reasonable care to avoid damage to property and premises at both the collection and delivery addresses.

10.2 We are not liable for damage to premises where:

a. Existing defects or weaknesses are present.

b. Access routes are too tight or restricted for safe movement of goods and you have asked us to proceed regardless.

c. Work is carried out under your explicit instructions against our advice.

10.3 Any damage to property must be reported to our team at the time of occurrence and confirmed in writing within 7 days of the move.

11. Delays and Force Majeure

11.1 We will make reasonable efforts to arrive and complete the work within agreed timeframes, but time is not of the essence unless expressly agreed in writing.

11.2 We are not liable for delays or failure to perform our obligations where such delays or failures are caused by circumstances beyond our reasonable control, including but not limited to traffic conditions, accidents, extreme weather, breakdowns, strikes, or public events.

11.3 In the event of significant delay, we will keep you informed and will aim to rearrange or complete the work as soon as reasonably practicable.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so we can attempt to resolve it promptly.

12.2 If the matter is not resolved on the day, you should submit a written complaint within 14 days of the service date, outlining the nature of your complaint and any supporting information.

12.3 We will review your complaint and aim to respond within a reasonable timeframe with either a proposed resolution or a request for further information.

13. Data Protection and Privacy

13.1 We collect and process personal information in order to manage bookings, provide services, process payments, and communicate with you.

13.2 We will take reasonable steps to protect your personal information and will not sell or share your details with third parties except where necessary to provide our services, meet legal obligations, or with your consent.

13.3 By using our services, you consent to the collection and use of your personal information in accordance with applicable data protection laws.

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 the services, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 You and we 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 provided.

15. General Provisions

15.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us.

15.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

15.3 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

15.4 These Terms and Conditions constitute the entire agreement between you and us in relation to the provision of our services and supersede any prior discussions or agreements.