Terms and Conditions

Ilford Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Ilford Man and Van provides removal and related services to private and business customers. By making a booking, accepting a quotation, or allowing our team to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the person, firm or organisation requesting and paying for the services.

Company means Ilford Man and Van, the provider of the services.

Services means any removal, transport, delivery, loading, unloading, packing, or related services provided by the Company.

Goods means any items, belongings, furniture, equipment, or materials handled, moved or transported by the Company on behalf of the Customer.

Agreement means the contract between the Company and the Customer, incorporating these Terms and Conditions and any written quotation or confirmation of booking.

2. Scope of Services

The Company provides man and van removal and transport services for domestic and commercial customers. Services may include loading, unloading, local or longer distance transport, small office moves, student moves, and related assistance as agreed at the time of booking.

The exact scope of Services will be set out in the quotation or confirmation of booking. Any additional tasks requested on the day of the move are subject to vehicle and staff availability and may incur extra charges.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company’s accepted booking channels. The Customer must provide accurate information including collection and delivery addresses, property access details, approximate inventory of Goods, preferred date and time, and any special requirements.

3.2 All bookings are subject to availability. A booking is only confirmed when the Company has issued written or verbal confirmation and, where required, the Customer has paid any deposit requested by the Company.

3.3 The Customer is responsible for ensuring that all information supplied at the time of booking is correct. If the actual job differs from the information provided, the Company reserves the right to adjust the price, change the timing, or decline to carry out the work.

3.4 The Customer must notify the Company as soon as possible of any changes to the booking, including date, time, addresses, access arrangements, or size of job. Changes are subject to availability and may result in revised charges.

4. Quotations and Charges

4.1 Quotations are usually based on the information provided by the Customer, including but not limited to the number and size of items, floors involved, distance between addresses, parking and access, and any special handling requirements.

4.2 Unless stated otherwise, quotations are estimates, not fixed prices. If the job takes longer than expected, requires additional staff, a larger vehicle, or involves extra work due to circumstances not disclosed at the time of booking, the Company may charge additional fees at its standard rates.

4.3 Quotations are normally valid for a limited period from the date of issue. The Company may withdraw or amend a quotation at any time before a booking is confirmed.

4.4 Charges may include, without limitation, labour, vehicle use, mileage, congestion or clean air zone charges, tolls, parking fees, waiting time, packing materials, and any applicable surcharges. The Customer is responsible for all parking costs and fines incurred as a direct result of inaccurate information or instructions provided by the Customer.

5. Payments

5.1 The Company may require full payment or a deposit in advance to secure a booking. The required amount and deadline for payment will be confirmed at the time of booking.

5.2 Unless agreed otherwise, any balance due is payable immediately on completion of the Services on the day of the move. The Customer must ensure that a responsible person is present with suitable means of payment at the end of the job.

5.3 The Company accepts payment by the methods it specifies at the time of booking. All amounts are payable in pounds sterling unless otherwise agreed in writing.

5.4 If the Customer fails to pay any sums due, the Company reserves the right to charge interest, apply reasonable administration fees, and take appropriate steps to recover outstanding amounts, including legal action where necessary.

6. Cancellations, Amendments and Delays

6.1 The Customer may cancel a booking by giving notice to the Company through the same channel used for the booking or another accepted method. The effective date of cancellation is when the Company confirms receipt of the cancellation notice.

6.2 The Company may apply a cancellation charge, depending on how far in advance the cancellation is made. Where cancellation occurs close to the scheduled date and time of the job, up to 100 percent of the quoted price may be charged, reflecting loss of reserved time and resources.

6.3 If the Customer wishes to amend the date, time or scope of the Services, the Company will make reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in revised quotations and charges.

6.4 The Customer must ensure that they, or a nominated representative, are present at the agreed collection and delivery addresses at the scheduled times. Waiting time caused by the Customer, including delays in obtaining keys, access or permits, may be charged at the Company’s standard hourly rate.

6.5 The Company shall not be liable for any delay or failure to perform the Services where such delay or failure results from events beyond its reasonable control, including but not limited to traffic conditions, accidents, adverse weather, road closures, vehicle breakdown, or industrial action. In such circumstances, the Company will take reasonable steps to minimise delay and keep the Customer informed.

7. Customer Responsibilities

7.1 The Customer is responsible for adequate packing of Goods, unless the Company has expressly agreed in writing to provide packing services. Fragile items must be packed and labelled appropriately.

7.2 The Customer must ensure safe and suitable access to the property, including clear routes, permission to park, and any necessary permits or arrangements with building management. The Company may refuse to carry out work which it reasonably considers unsafe or unlawful.

7.3 The Customer must remove or secure any fixtures, fittings, or appliances before they are moved, including disconnection of washing machines, cookers and other equipment, unless the Company has agreed to provide such services.

7.4 The Customer shall not request the Company to carry, and shall not include within the Goods, any items that are hazardous, illegal, perishable, explosive, flammable, corrosive, or otherwise dangerous, including but not limited to gas cylinders, petrol, paint thinners, firearms, drugs, or cash in large quantities.

8. Company Responsibilities

8.1 The Company will carry out the Services with reasonable skill, care and diligence, using personnel who are appropriately trained for removal work.

8.2 The Company will take reasonable care to protect the Customer’s Goods during loading, transport and unloading, subject to the limitations and exclusions set out in these Terms and Conditions.

8.3 Where reasonably practicable, the Company will use protective coverings such as blankets or other materials for furniture and certain items, although this cannot be guaranteed for all Goods.

8.4 The Company may use its own vehicles or subcontract certain elements of the Services to trusted third-party carriers. In such cases, the Company will remain responsible to the Customer for the performance of the Services, subject to these Terms and Conditions.

9. Liability and Limits of Responsibility

9.1 The Company’s liability for loss of or damage to Goods, or for any delay, shall be limited as set out in this clause. The Customer acknowledges that man and van services are typically provided on an economy basis and that values of Goods are often unknown to the Company.

9.2 The Company will not be liable for loss or damage arising from:

a defects in the Goods, including weakness, pre-existing damage, or the nature of the Goods;

b inadequate or improper packing by the Customer;

c normal wear and tear, scratching or scuffing that may occur despite reasonable care;

d disassembly or reassembly of flat pack furniture or similar items, unless expressly agreed;

e goods not packed or prepared by the Company, including contents of drawers, cupboards or containers;

f circumstances outside the Company’s reasonable control.

9.3 In the event of proven loss or damage caused by the Company’s negligence, the Company’s total liability shall be limited to the lower of the cost of repair or replacement of the affected item, up to a reasonable maximum per job, unless otherwise agreed in writing.

9.4 The Company shall not be liable for indirect or consequential loss, including but not limited to loss of profits, loss of use, loss of contracts, or emotional distress, arising out of or in connection with the Services.

9.5 The Customer must inspect Goods on completion of the Services and notify the Company as soon as reasonably possible of any apparent loss or damage. Any claims must be made in writing within a reasonable period, setting out full details and supporting evidence where available. Failure to notify within a reasonable time may affect the ability to investigate and may limit the Company’s liability.

10. Waste and Disposal Regulations

10.1 The Company operates in accordance with relevant UK waste and environmental regulations. The Company is not a general waste disposal contractor and will only remove items for disposal by prior arrangement.

10.2 The Customer must not request the Company to remove or dispose of controlled waste, hazardous waste, or any items prohibited by law. Such items include but are not limited to chemicals, asbestos, medical waste, tyres, gas bottles, and certain electrical goods where regulations apply.

10.3 Where the Company agrees to remove items for disposal, the Customer confirms that they have the right to dispose of those items and that they are not stolen, subject to dispute, or restricted.

10.4 Additional charges may apply for the removal and lawful disposal of unwanted items, bulky objects and any waste materials. The Customer remains responsible for any penalties or charges arising from inaccurate declarations regarding the nature of items to be disposed of.

11. Parking, Access and Property Damage

11.1 The Customer is responsible for arranging suitable parking for the Company’s vehicle at both collection and delivery addresses, including any permits or authorisations required. Any fines or penalties incurred as a result of inadequate parking arrangements or inaccurate information supplied by the Customer may be charged to the Customer.

11.2 While the Company will take reasonable care when moving Goods through properties, it is the Customer’s responsibility to protect floors, walls, doors and stairways where they are particularly delicate or at risk. The Company will not be liable for minor cosmetic damage reasonably caused in the normal course of moving large items through tight spaces.

11.3 The Customer should inform the Company of any structural weaknesses, restricted access, low ceilings, narrow staircases, or other potential hazards before the work starts. The Company may refuse to move certain items where the risk of damage or injury is considered too high.

12. Insurance

12.1 The Company maintains insurance cover appropriate to its operations, subject to the policy terms, conditions, limitations and exclusions.

12.2 The Customer is strongly advised to maintain their own home or business contents insurance and to check whether their policy covers Goods in transit or during removal. The Company’s insurance is not a substitute for a comprehensive contents policy.

13. Complaints and Dispute Resolution

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, remedied.

13.2 The Company aims to handle complaints promptly and fairly. The Customer may be asked to provide photographs, receipts or other evidence to assist in assessing any claim.

13.3 In the event that a dispute cannot be resolved directly between the parties, either party may consider seeking independent advice or using an appropriate mediation or alternative dispute resolution scheme before commencing legal proceedings.

14. Data Protection and Privacy

14.1 The Company will collect and use personal data needed to administer bookings, provide Services, process payments, and communicate with the Customer.

14.2 The Company will take reasonable steps to keep personal data secure and will not sell or disclose such data to third parties except as necessary to perform the Services, comply with legal obligations, or with the Customer’s consent.

15. Termination

15.1 The Company may refuse to accept a booking or may terminate the Agreement immediately if the Customer behaves in an abusive, threatening or unlawful manner towards any member of staff, or if it is not reasonably practicable to perform the Services safely and lawfully.

15.2 Termination by the Company under this clause shall not affect its right to receive payment for any Services already provided or any costs properly incurred up to the date of termination.

16. Governing Law and Jurisdiction

16.1 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.

16.2 The parties 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 by the Company.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.

17.3 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between the Company and the Customer and supersede any prior discussions, correspondence or understandings relating to the subject matter.

17.4 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking.