Man with Van Longlands Service Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Longlands provides removal, transport and related services to private and business customers. By making a booking, using our services or allowing us to handle your goods, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Man with Van Longlands, the provider of the removal and transport services.
Customer means any individual, business or organisation that books or receives services from the Company.
Services means any removal, man and van, transport, loading, unloading, packing, furniture moving, storage handling, or related services carried out by the Company.
Goods means the items and property which are the subject of the Services.
Premises means the collection address, delivery address and any other property or location where the Services are provided.
Contract means the agreement between the Company and the Customer comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides man and van and removal services within its operating area, including collection and delivery of household goods, office items and other general property. Services will be carried out as described in the booking confirmation, subject to these Terms and Conditions.
The Company does not undertake activities that require specialist licensing or certification unless expressly agreed in writing. This includes, but is not limited to, the carriage of hazardous materials, controlled waste, live animals, perishable goods requiring temperature control, or high value items needing specialist handling or insurance.
The Company reserves the right to refuse to carry any Goods which, in its reasonable opinion, present a risk to safety, are illegal to transport, or are outside the agreed scope of Services.
3. Booking Process
3.1 Bookings can be made by direct contact with the Company using its accepted booking channels. The Customer must provide accurate and complete information, including collection and delivery addresses, access details, dates and times, a description of the Goods, and any special handling requirements.
3.2 Any quotation issued by the Company is based on the information supplied by the Customer. Quotations are not binding if the information provided is incomplete, inaccurate or changes prior to the Service date. The Company may amend the quotation or apply additional charges where the actual work differs from the details given at the time of booking.
3.3 A Contract is formed when the Customer confirms acceptance of the quotation or agrees to proceed with the booking and the Company confirms the booking. Confirmation may be provided orally or in writing, including by message where applicable.
3.4 The Customer is responsible for checking that all details in the booking confirmation are correct. Any errors or required changes must be communicated to the Company as soon as possible before the scheduled Service date.
4. Customer Responsibilities
4.1 The Customer must ensure that adequate and safe access is available at all Premises, including sufficient parking for the vehicle, clear access routes, and the absence of hazards that might pose risk to persons or property.
4.2 The Customer must arrange any necessary parking permissions, permits or authorisations required at either the collection or delivery location. Any fines, penalties or charges incurred due to the absence of such arrangements may be added to the Customer's invoice.
4.3 Unless expressly agreed as part of the Services, the Customer is responsible for properly packing, labelling and securing their Goods prior to collection. Fragile or breakable items must be suitably protected and clearly identified.
4.4 The Customer must be present, or represented by an authorised person, at the Premises at the agreed times to provide access, give instructions, and sign any relevant documents. If no authorised person is present, the Company may at its discretion cancel or postpone the Service and apply waiting time or cancellation charges.
4.5 The Customer must declare any items of high individual value or particular fragility and any items exceeding reasonable size or weight limits before the booking is confirmed.
5. Payments and Charges
5.1 Charges for the Services will be as set out in the quotation or as otherwise agreed between the Company and the Customer. Prices may be based on time, distance, volume, complexity of access, or a combination of these factors.
5.2 The Company may require a deposit to secure the booking. Any required deposit amount and due date will be notified to the Customer at the time of booking.
5.3 Unless agreed otherwise, payment of the balance is due on completion of the Services on the same day. The Company accepts the payment methods that it communicates as available from time to time.
5.4 Where payment terms are agreed for business Customers, invoices must be settled within the specified period. The Company reserves the right to charge reasonable interest or late payment fees on overdue invoices in accordance with applicable law.
5.5 Additional charges may apply in the following circumstances.
a. Waiting time where the Company or its staff are delayed beyond the agreed schedule for reasons beyond its control.
b. Extra labour or time required due to inaccurate or incomplete information provided by the Customer.
c. Additional journeys or diversion from the agreed route at the Customer's request.
d. Parking fees, tolls, congestion charges or similar costs reasonably incurred in providing the Services.
5.6 The Company may withhold delivery of Goods until full payment has been received, where legally permissible.
6. Cancellations and Amendments
6.1 The Customer may cancel or request to amend a booking by notifying the Company as early as possible before the scheduled Service time.
6.2 The Company may apply a cancellation charge where a booking is cancelled with short notice, to reflect time spent, planning and loss of opportunity to allocate the vehicle and staff to other work.
6.3 Indicative cancellation terms are as follows, unless otherwise specified at the time of booking.
a. Cancellation more than 72 hours before the scheduled start time, no cancellation fee, and any deposit paid will ordinarily be refundable or transferable at the Companys discretion.
b. Cancellation between 24 and 72 hours before the scheduled start time, a percentage of the quoted price or deposit may be retained as a cancellation fee.
c. Cancellation within 24 hours of the scheduled start time, the Company may charge up to the full quoted price.
6.4 If the Customer is not present or ready to proceed at the agreed time and place, this may be treated as a late cancellation and subject to relevant charges.
6.5 The Company will use reasonable efforts to accommodate requests to change dates, times or addresses, but changes are subject to availability and may result in revised pricing.
6.6 The Company may cancel or postpone the Services where necessary due to events beyond its control, including adverse weather, vehicle breakdown, staff illness, safety concerns or legal restrictions. In such cases, the Company will endeavour to offer an alternative date or refund any deposit paid for the affected booking, but will not be liable for consequential losses.
7. Liability and Limitations
7.1 The Company will exercise reasonable care and skill in handling and transporting the Customer's Goods. However, the Companys liability is subject to the terms of this section.
7.2 The Company is not liable for any loss or damage to Goods arising from defective or inadequate packing by the Customer, normal wear and tear, atmospheric or climatic conditions, inherent defects, or items that were already damaged.
7.3 The Company is not responsible for the contents of drawers, containers or furniture units unless specifically packed and listed as items by the Company. The Customer should remove and separately pack loose contents, fragile items, valuables and important documents.
7.4 The Companys liability for loss or damage to Goods, where such loss or damage is the result of its negligence or breach of duty, will normally be limited to a fair and reasonable cost of repair or replacement up to a maximum aggregate amount per job. That maximum amount will be notified to the Customer on request and may be varied depending on the nature and value of the Goods.
7.5 The Customer is encouraged to arrange appropriate insurance cover for the full value of their Goods. The Company does not provide comprehensive insurance automatically as part of the Service unless expressly stated.
7.6 The Company will not be liable for indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or emotional distress arising from delay, loss or damage to Goods.
7.7 The Customer must notify the Company in writing of any apparent loss or damage as soon as reasonably possible and in any event within a reasonable timeframe after completion of the Services. The Customer must allow the Company an opportunity to inspect the alleged damage.
7.8 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be limited or excluded.
8. Excluded and Prohibited Items
8.1 The following items must not be included in Goods presented for carriage unless the Company has expressly agreed in advance and appropriate arrangements have been made.
a. Explosives, flammable or hazardous substances, compressed gases, chemicals and toxic materials.
b. Firearms, ammunition, weapons and items subject to specific transport restrictions.
c. Illegal items or substances, and any property the Customer has no legal right to possess or move.
d. Jewellery, cash, precious metals, securities, important documents and irreplaceable personal items of unusually high value.
e. Animals, plants or perishable food requiring temperature control.
8.2 If any such prohibited items are found among the Goods without prior disclosure and consent, the Company may refuse to carry them, arrange for their removal, or notify relevant authorities where appropriate. The Customer will be responsible for any resulting costs or losses.
9. Waste and Environmental Regulations
9.1 The Company is committed to complying with applicable waste, recycling and environmental regulations. The Customer must not use the Companys Services to dispose of waste in breach of such regulations.
9.2 The Company may, where agreed, remove unwanted items for disposal or recycling. Such services may be subject to additional charges to cover transfer, tipping fees and administrative costs.
9.3 Controlled waste, electrical items, construction rubble, soil, garden waste or large volumes of single-use materials may require specific handling arrangements. The Customer must declare such items before booking so that the Company can advise whether it can lawfully collect and dispose of them.
9.4 The Customer remains responsible for ensuring that any items presented for waste removal are lawful to dispose of and that all relevant consents for disposal have been obtained. The Company may refuse to remove items which it reasonably suspects may breach waste or environmental regulations.
9.5 Fly tipping or unlawful disposal is strictly prohibited. The Company will not knowingly participate in any practice that contravenes waste and environmental laws.
10. Access, Property Damage and Parking
10.1 The Customer must ensure that access routes at the Premises are clear and that floors, walls and doorways are appropriately protected where necessary. While the Company will take reasonable care, minor scuffs or marks can sometimes occur when moving large or heavy items through tight spaces.
10.2 The Company is not liable for damage to Premises where such damage arises from the movement of items at the Customers specific request through areas that are clearly too small or unsafe, or where the Customer insists on a method of moving contrary to the Companys advice.
10.3 If suitable parking is not available at or near the Premises, the Company may park at the nearest lawful location considered reasonable in the circumstances. Any increased carrying distance or time may result in additional charges.
10.4 The Customer is responsible for any parking fines or penalties incurred where the Customer has failed to secure required permits or where the Customer instructs the Company to park in a location that contravenes local restrictions.
11. Delays and Events Beyond Control
11.1 The Company will use reasonable efforts to adhere to agreed dates and times, but time is not guaranteed and minor delays may occur due to traffic, weather, accidents, road closures, or other factors outside the Companys control.
11.2 The Company is not liable for delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, public transport or fuel disruptions, strikes, lockouts, mechanical breakdowns despite proper maintenance, or other force majeure events.
11.3 In the event of significant delay, the Company will communicate with the Customer as soon as reasonably practicable and seek to agree revised arrangements.
12. Complaints and Dispute Resolution
12.1 The Company aims to provide a reliable and professional service. If the Customer is dissatisfied, they should notify the Company as soon as possible so that it can investigate and seek to resolve the issue.
12.2 The Customer should provide details of the booking, dates, locations and the nature of the complaint, together with any supporting information or evidence.
12.3 The Company will review the complaint and respond within a reasonable timeframe. Where appropriate, the Company may offer a remedy such as repair, contribution towards repair, or a partial refund subject to the limitations of liability set out in these Terms and Conditions.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data from the Customer only as necessary to manage bookings, provide the Services, handle payments, and communicate regarding the Contract.
13.2 The Company will take reasonable steps to keep personal data secure and will not sell or share such data with unrelated third parties except where required to do so by law or where necessary for the performance of the Services, such as with payment processors.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions and any Contract formed under them are governed by and interpreted in accordance with the laws of England and Wales.
14.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
15. General Provisions
15.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any such right or remedy prevent any further exercise of it.
15.3 The Customer may not assign or transfer any of their rights or obligations under the Contract without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary to perform the Services, provided this does not materially reduce the level of service to the Customer.
15.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer regarding the provision of the Services and supersede any previous understandings, agreements or representations, whether oral or written, relating to their subject matter.
15.5 The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that Contract unless changes are agreed by both parties.
