Twickenham Man And Van Terms and Conditions

These terms and conditions set out the basis on which Twickenham Man And Van provides domestic and commercial transport, loading, unloading, and related moving services in the UK. By making a booking, requesting a quote, or allowing our team to begin work, the customer confirms that they have read, understood, and accepted these terms. For the avoidance of doubt, these terms apply to all man and van services supplied by us, whether the job involves a single item, part-load movement, full property relocation, furniture transport, student moves, or collections and deliveries.

Throughout these terms, “we”, “us”, and “our” refer to Twickenham Man And Van, and “you” or “the customer” refer to the person placing the booking, the account holder, or any person acting on their behalf. If a person books on behalf of another individual, the person making the booking remains responsible for providing accurate information and ensuring that all relevant parties understand the service requirements. These terms are designed to be fair and practical and may be updated from time to time. The version in force at the time of booking will normally apply to that booking unless a later change is required by law.

We aim to provide a professional Twickenham man and van service that is reliable, transparent, and suitable for a wide range of transport needs. However, our services are always subject to availability, access conditions, vehicle capacity, and the information supplied by the customer. It is therefore important that all job details are checked carefully before booking is confirmed. If anything changes after a booking has been made, you must notify us as soon as reasonably possible so that we can review whether the service can still be delivered on the agreed basis.

Booking Process

A booking request may be made by telephone, email, online enquiry, or any other channel we make available. A booking is not confirmed until we have accepted the job, agreed the relevant service details, and, where required, received any deposit or advance payment. Quotes are generally based on the information provided at the time of enquiry, including the number and type of items, property access, distance, floor level, parking arrangements, and timing. If the information supplied is incomplete or inaccurate, the final price may need to be adjusted to reflect the actual service required.

When you book Twickenham Man And Van, you are responsible for providing all material details that could affect the job, including heavy or fragile items, awkward access, disassembly or reassembly needs, delays, lifting restrictions, and any permit or parking issues. If we arrive and discover that the work is substantially different from the information provided, we may revise the quotation, limit the scope of work, or refuse to proceed if the revised arrangement is not safe or practical. Any estimate given before inspection is provided in good faith but is not a fixed price unless specifically stated in writing.

We reserve the right to decline a booking where the work would be unlawful, unsafe, beyond the capacity of the vehicle or crew, or likely to cause damage to property, persons, or third-party premises. Customers must ensure that the goods to be moved are lawfully owned by them or that they have the necessary authority to instruct the move. We may ask for identification or proof of address where reasonably needed for fraud prevention, security, or compliance purposes. The customer is also responsible for ensuring that there is adequate access to both collection and delivery points at the agreed time.

Payments

Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service and may be made by bank transfer, card payment, cash, or another approved method. For some bookings, especially larger jobs, deposits, or staged payments, we may require advance payment before the service date. Where a deposit applies, it is used to secure the booking and may be non-refundable in the circumstances set out in the cancellations section below.

All prices are stated in pounds sterling and may be subject to VAT where applicable. If an estimate is based on an hourly rate, the customer will be charged for the time reasonably spent carrying out the work, including time lost due to access delays, waiting, or customer-related interruptions. If the job runs beyond the expected duration because of circumstances outside our control, additional charges may apply. We will normally explain any variation as soon as reasonably practicable, but the customer agrees that reasonable extra time, labour, or mileage costs may be charged where they are properly incurred.

If a payment is declined, reversed, or not received when due, we may suspend further work, retain goods if lawful to do so, or seek recovery of the outstanding amount. The customer agrees to pay any reasonable costs incurred in collecting overdue sums, including administrative charges, bank fees, debt recovery costs, or legal costs where permitted by law. Any discount, promotional offer, or special rate is offered at our discretion and may be withdrawn or amended at any time before confirmation of the booking. No set-off or withholding of payment is permitted unless required by law.

Cancellations, Changes, and Delays

Customers may cancel or amend a booking by notifying us as early as possible. Where notice is received within a reasonable period before the agreed service time, we will usually try to rearrange the booking subject to availability. If you cancel shortly before the scheduled arrival time, or fail to provide access when our team arrives, a cancellation fee may apply to cover allocated time, fuel, and labour costs. Any deposit paid may be retained in full or in part depending on the notice given and any loss we have reasonably incurred.

We may cancel or reschedule a booking where we are unable to provide the service due to vehicle breakdown, staff illness, severe weather, road closures, unsafe working conditions, legal restrictions, or other events beyond our reasonable control. In such cases, we will seek to notify you promptly and may offer an alternative time or date. Our liability for cancellation caused by events outside our control is limited to refunding any payment received for work not performed, unless otherwise required by law. We are not responsible for indirect losses caused by a cancellation or delay.

If the customer asks us to wait beyond a reasonable period, to return at a later time, or to store items temporarily during the booking, additional charges may apply. Likewise, where loading or unloading is delayed by the customer, building management, traffic restrictions, poor access, or incomplete preparation of items, we may charge for waiting time or additional labour. Any delay that materially changes the scope of the job may require the service to be rescheduled or re-priced. We will always act reasonably and in good faith when deciding how to handle operational delays.

Liability and Customer Responsibilities

Our team will take reasonable care when handling your belongings, but the customer remains responsible for ensuring that items are properly packed, suitable for transport, and clearly identified where needed. Fragile, antique, high-value, or unusual items should be protected to an appropriate standard before collection. Unless we have expressly agreed otherwise in writing, we are not responsible for damage caused by inadequate packaging, pre-existing defects, hidden weakness, or items that are not reasonably fit for transport. We may refuse to move items that appear unsafe, improperly packed, or likely to cause injury or damage.

To the fullest extent permitted by law, our liability is limited to direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. We are not liable for indirect, consequential, or economic losses such as loss of profit, loss of business, loss of opportunity, or emotional distress, except where such exclusion is prohibited by law. Any claim must be notified promptly and supported by reasonable evidence.

The customer must ensure that items are legal to transport and do not contain prohibited, hazardous, flammable, perishable, or dangerous materials unless we have agreed in advance and can lawfully carry them. We may refuse to transport items that could place our drivers, other customers, the public, or property at risk. If the customer fails to disclose the presence of unsafe or restricted goods and this causes damage, delay, loss, penalty, or injury, the customer will be responsible for all resulting costs, losses, and claims. The customer must also ensure that parking, access, and permissions are arranged where necessary.

Waste Regulations and Disposal

Where our man and van service includes disposal, clearance, or removal of unwanted items, both parties must comply with applicable UK waste laws and environmental rules. We will only remove waste that we are lawfully able to carry and dispose of through approved channels. The customer must not ask us to dispose of waste illegally, dump items unlawfully, or mix restricted waste with general household loads. If we collect waste, we may need details about the origin and type of material so that we can classify and handle it correctly.

Customers remain responsible for describing waste accurately. This includes identifying electrical items, mattresses, paint, chemicals, batteries, tyres, building debris, or any other material subject to special handling requirements. If waste is misdescribed and we are required to take extra precautions, arrange different disposal methods, or incur additional fees, those costs may be charged to the customer. We may refuse any load that we reasonably believe cannot be disposed of lawfully or that lacks the correct information or documentation.

Where applicable, ownership of waste is transferred only when the collection has been accepted by us for lawful disposal. Once waste has been removed, the customer may not request its return unless this is practical, lawful, and agreed by us. We are not responsible for any enforcement action arising from inaccurate descriptions, undisclosed hazardous content, or customer instructions that conflict with waste law. The customer agrees to cooperate with any reasonable requests needed to demonstrate compliance with waste carrier, transfer, or disposal obligations.

Goods Handling, Access, and Storage

We will use reasonable care when loading, carrying, and unloading items, but the customer must ensure that paths, stairways, doorways, lifts, and parking areas are suitable for the work. If an item cannot fit safely, if access is narrower than expected, or if the route becomes unsuitable, we may need to adjust the method of handling or stop the job. Any customer request for dismantling, reassembly, or special handling is subject to our discretion and may incur extra charges if it requires more time or equipment than originally assumed.

If goods are left unattended, placed in temporary holding, or stored for a short period during the course of the service, that does not create a storage contract unless we expressly agree otherwise. We are not a long-term storage provider unless separately arranged in writing. Any items left with us for later collection or onward delivery must be collected within the time agreed. If they are not collected, we may charge reasonable storage, administration, or redelivery costs, and may dispose of or deal with the goods in accordance with law after giving appropriate notice where required.

The customer is responsible for removing items of sentimental value, cash, jewellery, documents, passports, and other important personal papers before the move unless we have specifically agreed in writing to carry such items. We accept no special duty to verify the contents of sealed boxes, bags, or containers. If the customer requests that we move a sealed container, they accept the risk of its internal contents unless loss is caused by our proven negligence. Any claim for missing items must be raised promptly and supported by clear evidence.

Complaints, Force Majeure, and General Terms

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate. Any complaint should be made with sufficient detail to allow us to identify the booking, the issue, and the remedy sought. We will review complaints fairly and may request photographs, documents, or other evidence. Nothing in these terms affects your statutory rights as a consumer. If a matter cannot be resolved informally, it may be addressed through the applicable dispute resolution or legal process.

We will not be liable for failure or delay in performing our obligations where the cause is outside our reasonable control, including but not limited to adverse weather, accidents, strikes, shortages, fire, flood, pandemic-related restrictions, acts of public authorities, or unexpected road network disruption. In such circumstances, our obligations may be suspended for the duration of the event and we may rebook, delay, or cancel the service as appropriate. If the event continues for a prolonged period, either party may be entitled to end the affected booking on reasonable notice.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. These terms constitute the entire agreement between the customer and us in relation to the service, unless varied in writing. The customer may not assign or transfer the benefit of the booking without our consent. Any headings are for convenience only and do not affect interpretation.

Governing Law

These Twickenham Man And Van terms and conditions are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with the booking, the service, or these terms shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If the customer is a consumer, nothing in these terms affects the protection provided by applicable consumer legislation. These terms should be read together with any written quotation, booking confirmation, or agreed variation that forms part of the service arrangement.

By proceeding with a booking, the customer confirms that they have authority to accept these terms on behalf of themselves and any other person with an interest in the goods or premises concerned. The customer also confirms that all information supplied is accurate to the best of their knowledge and that they will cooperate reasonably with our team throughout the booking. We recommend that customers keep a copy of the quotation and booking confirmation for their records. Any repeated use of our service will be subject to the terms in force at the time of the relevant booking.