Twickenham Man and Van Service Terms and Conditions

These Terms and Conditions set out the basis on which Twickenham Man and Van provides man and van and removal services. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied to consumer and business customers within the United Kingdom unless otherwise agreed in writing.

Definitions

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

Customer means the individual or business booking and paying for the service.
We, us, our means Twickenham Man and Van as the provider of the removal and man and van services.
Services means any man and van, moving, removal, transportation, loading, unloading, packing assistance, or related services we provide.
Goods means any items, furniture, boxes, equipment, or other property moved or handled by us on your behalf.
Vehicle means any van or other vehicle we use to provide the Services.
Booking means a confirmed request for Services accepted by us.

Service Description and Scope

We provide man and van and removal services for domestic and commercial moves, deliveries, and collections. Our Services may include loading, transportation, unloading, and, if agreed in advance, limited packing or dismantling and reassembly of certain items.

Unless expressly agreed, we do not provide storage, specialist lifting equipment, or professional packing of fragile or high-value items. Our obligation is to exercise reasonable care and skill in providing the Services within the agreed time frame, subject to traffic conditions, access, and other factors beyond our reasonable control.

Booking Process

You may request a quotation by providing accurate information about the addresses, access conditions, type and quantity of Goods, and any special requirements. Quotations are based on the information you supply; if that information changes or proves inaccurate, the quoted price may be revised.

A Booking is only confirmed when we have accepted your request for Services and you have accepted our price and key terms, including the expected date, time window, and scope of work. We may confirm this verbally or in writing. We reserve the right to refuse any Booking at our discretion.

You are responsible for ensuring that:

All details provided to us are complete and accurate.
We are informed in advance of awkward access, parking restrictions, long carrying distances, stairs, lifts, or any items that are especially heavy, fragile, or valuable.
Any permissions or permits (for example, parking suspensions or building access) are in place by the time the Services are due to start, unless we have expressly agreed to obtain them for you as an additional service.

Pricing and Quotations

Our prices may be based on hourly rates, fixed prices, or a combination of both, as described in your quotation. Pricing may take into account the size of the Vehicle, number of staff, estimated time, and distance.

Unless otherwise stated, our prices do not include charges for parking, tolls, congestion zones, ferries, storage, disposal of waste, or additional labour caused by issues outside our control. These costs may be added to your final bill where applicable.

We reserve the right to adjust prices where:

The scope of work is greater than originally agreed.
Access is more difficult than described or requires additional time or staff.
There are delays caused by you or any third party beyond a reasonable waiting time.
Additional services are requested on the day.

Payments and Invoicing

You agree to pay the full price for the Services in accordance with the payment terms notified to you at the time of Booking. We may require a deposit or full prepayment to secure your Booking. Any required deposit is non-refundable except where we cancel the Booking without offering a reasonable alternative.

Payment methods will be specified at the time of Booking and may include card payment, bank transfer, or other accepted methods. We do not accept payment by cheque unless expressly agreed in advance.

Where payment is due on completion of the Services, you must pay the driver or our representative before the Vehicle leaves the final address, unless otherwise agreed. For business customers with agreed credit terms, payment is due by the date specified on the invoice.

If any amount is not paid when due, we reserve the right to charge interest on overdue sums at the statutory rate and to suspend or cancel any future Services until payment has been received in full.

Cancellations and Changes

If you wish to cancel or change your Booking, you must notify us as early as possible.

Consumer customers may cancel in accordance with any applicable statutory cancellation rights where the Services are booked at a distance. However, because we provide services on specific dates and times and allocate vehicles and staff to your Booking, we may begin preparations as soon as the Booking is confirmed. If you request the Services to be provided within any statutory cooling off period, you acknowledge that cancellation rights may be limited once the Services have begun.

In addition to any statutory rights, we operate the following cancellation policy unless a different policy is expressly agreed in writing:

If you cancel more than 72 hours before the scheduled start time, we will normally refund any prepayment less any non-recoverable costs already incurred.
If you cancel between 24 and 72 hours before the scheduled start time, we may retain part or all of any deposit to cover allocated resources and lost opportunity.
If you cancel less than 24 hours before the scheduled start time, or fail to be present at the agreed time, we may charge up to 100 percent of the estimated price.

Any changes to dates, times, or scope of work are subject to availability and may result in revised pricing. Where we need to cancel or reschedule due to circumstances beyond our reasonable control, we will notify you as soon as possible and offer a suitable alternative time. Our liability for any such cancellation is limited to the return of any prepayments for Services not supplied.

Customer Responsibilities

You agree to:

Ensure that you or an authorised representative is present at collection and delivery addresses throughout the move to provide access, directions, and confirmation of items to be moved.
Ensure that all Goods are properly packed, secured, and ready to be moved, unless we have agreed to supply packing services.
Disconnect, defrost, and drain appliances such as washing machines, fridges, and freezers before the move.
Remove or secure any fixtures, fittings, or delicate parts that could be damaged in transit, unless we have agreed to handle these specifically.
Provide safe and legal parking for our Vehicle at all addresses and cover any parking or access costs unless otherwise agreed.

If our staff reasonably consider that any situation is unsafe, unlawful, or likely to cause damage to Goods, property, or the Vehicle, they may refuse to carry out part or all of the work until the issue is resolved. Any additional waiting time or rearranged visit may be chargeable.

Items Excluded from Transport

We do not transport the following items unless we have explicitly agreed in writing and they are appropriately prepared and declared:

Explosives, weapons, ammunition, or hazardous materials.
Flammable or corrosive substances, including fuels, oils, paints, and solvents.
Perishable or refrigerated goods that may deteriorate in transit.
Illegal goods or items which you do not have the legal right to possess or move.
Animals or live plants, unless otherwise agreed.

We also strongly advise that you do not send cash, jewellery, precious metals, important documents, or other high-value items in the Goods to be moved. If you nonetheless choose to do so, this is entirely at your own risk and may be excluded from any liability or insurance cover.

Liability and Limitations

We will exercise reasonable care and skill in handling and transporting your Goods. Our liability for loss of or damage to Goods is subject to the limitations set out in this section.

We are not liable for any loss or damage where:

It arises from your failure to pack Goods properly or to prepare appliances and furniture as reasonably required.
It results from inherent defects, flaws, or fragility in the Goods, including pre-existing damage, wear and tear, or deterioration.
It is caused by your instructions against our advice, or by actions of third parties not under our control.
It consists of purely financial loss, loss of profits, loss of use, or any indirect or consequential loss.

Our total liability for loss of or damage to Goods, whether arising from negligence, breach of contract, or otherwise, is limited to a reasonable amount proportionate to the removal charge and the nature of the Goods. We may offer standard or enhanced cover options, which will be explained at the time of Booking where available.

You must inspect the Goods and your property at delivery and notify our staff of any apparent loss or damage as soon as reasonably possible. Any claim must be notified to us in writing within a reasonable period after completion of the Services, giving full details of the incident and the items affected.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

Delays and Events Beyond Our Control

We will use reasonable efforts to arrive within the agreed time window, but timing is not guaranteed and may be affected by traffic, roadworks, weather, mechanical breakdown, or other events beyond our reasonable control.

We are not liable for delays caused by such events, or for any resulting losses you may incur. Where possible we will keep you informed and take reasonable steps to minimise disruption, such as providing a revised arrival time or alternative Vehicle.

Waste and Disposal Regulations

We operate in accordance with applicable UK waste and environmental regulations. We are not a general rubbish clearance company and do not routinely remove waste for disposal. Any removal and disposal of unwanted items must be agreed in advance and may attract additional charges.

Where we agree to take items for disposal or recycling, you confirm that you have the right to dispose of them and that they do not consist of hazardous, clinical, or regulated waste unless explicitly declared and accepted by us.

We will not dispose of:

Hazardous or toxic substances, including asbestos, chemicals, or clinical waste.
Fridges, freezers, or electrical goods except where we have agreed and are able to take them to appropriate facilities.
Any items that cannot lawfully be transported or disposed of.

We may refuse to remove any items that appear unsafe, unlawful, or unsuitable for transport in the Vehicle. You are responsible for any fines, penalties, or costs arising from inaccurate declarations about waste or items for disposal.

Insurance

We maintain appropriate insurance cover for our Vehicles and our operations as required by law. This does not automatically mean that all loss or damage to your Goods is covered. Details of any additional cover or optional protection will be made available on request.

You are encouraged to arrange your own contents or transit insurance, especially for high-value or irreplaceable items, to ensure adequate protection above any limits that may apply under these Terms and Conditions.

Complaints and Dispute Resolution

If you are unhappy with any aspect of the Services, you should raise the issue with our staff at the time so that we have an opportunity to resolve it immediately where possible. If the matter is not resolved, you should contact us with full details of your complaint as soon as reasonably practicable after the Services are completed.

We will review your complaint, request any further information we reasonably require, and respond within a reasonable time. Where appropriate, we may offer a remedy, which could include a partial refund, a repeat service, or another form of resolution, at our discretion and subject to these Terms and Conditions.

Privacy and Data Protection

We collect and process personal information such as names, addresses, and contact details for the purposes of providing and administering the Services. We will handle your personal data in accordance with applicable UK data protection laws.

We use such information to arrange and perform the Services, to take payment, to manage any queries or complaints, and for related administrative purposes. We will not sell your personal data to third parties. We may share it with partners or subcontractors involved in delivering the Services or where required by law.

Governing Law and Jurisdiction

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.

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, subject to any mandatory rights you may have as a consumer to bring proceedings in your local jurisdiction.

General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy. No person other than you and us shall have any rights under the Contracts Rights of Third Parties Act 1999 to enforce any of these Terms and Conditions.

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 Services. You should review the Terms and Conditions each time you make a new Booking.