Terms and Conditions for Man And Van Lee
These Terms and Conditions set out the basis on which Man And Van Lee provides moving, transport, collection and related man and van services to customers in the UK. By making a booking, confirming a quotation, or allowing the service to begin, you agree to be bound by these terms. They are intended to create a clear, fair and practical agreement for both parties, covering how bookings are made, how payments work, what happens if plans change, and where responsibilities lie. Please read these terms carefully before placing an order.
In these Terms and Conditions, references to “we”, “us” and “our” mean Man And Van Lee, and references to “you” or “the customer” mean the person, business or organisation requesting the service. These terms apply to domestic and commercial jobs, including removals, item delivery, collections, furniture transport, and similar man with a van arrangements, unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
We reserve the right to update these terms from time to time. Any revised version will apply to future bookings and, where appropriate, to ongoing services if you have been informed of the change in advance. It is your responsibility to check that the information you provide is accurate and complete, including access details, parking restrictions, item descriptions and timing requirements. Failure to provide correct information may affect pricing, performance, or the ability to complete the job safely and efficiently.
A booking is considered requested when you submit an enquiry, accept a quotation, or otherwise ask us to reserve a date or time. A booking becomes confirmed only when we have accepted it and, where applicable, received any required deposit or advance payment. Confirmation may be given verbally, by message, by email, or through another written format. We may decline a booking at our discretion, including where the job is unsafe, unlawful, outside our operational capacity, or based on information that materially differs from the original description.
Before confirming a man and van removal or transport job, we may ask for details such as collection and delivery addresses, floor levels, lift access, item dimensions, weight, special handling requirements, and any restrictions affecting access or loading. If the job involves multiple items, dismantling, reassembly, long carries, waiting time, or difficult access, we may adjust the quotation accordingly. Any quotation given before the job starts is based on the information available at that time and may be revised if the actual circumstances differ.
We will use reasonable care and skill in the provision of our services, but all estimates for time, volume, labour and vehicle suitability are approximate. Delays can arise due to traffic, weather, road closures, parking issues, loading delays, or circumstances outside our control. Unless we expressly agree otherwise in writing, time is not of the essence. A customer requesting a same-day or short-notice van and man service accepts that timings may need to be adjusted to reflect operational realities.
Our prices may be based on hourly rates, fixed quotes, mileage, load size, additional labour, or a combination of these. Any minimum charge, call-out charge, waiting time charge, congestion-related cost, parking cost, toll, or other expense will be made clear where reasonably possible before the service begins. If the job changes once it has started, for example because extra items are added or the delivery point changes, we may charge additional fees to reflect the increased work required.
Payment terms will be confirmed at the time of booking or before the job begins. We may require full payment in advance, a deposit, part payment, or payment on completion, depending on the nature and size of the work. Unless otherwise agreed, payment is due immediately upon completion of the service. We accept payment only by the methods we specify at the time of booking. Any bank transfer must clear in full before the goods are released or the service is treated as complete.
If payment is late, reversed, declined, disputed without reasonable grounds, or otherwise not received when due, we reserve the right to suspend further services, retain goods where lawful to do so, and recover reasonable costs associated with the outstanding balance. You will be responsible for all reasonable debt recovery costs, administrative charges, and legal fees incurred in pursuing unpaid sums, to the extent permitted by law. Nothing in these terms affects your statutory rights as a consumer.
Cancellation rights depend on the timing and nature of the booking. If you cancel a confirmed booking, you may be charged a cancellation fee to cover lost time, admin work, and any costs already incurred. For bookings cancelled at short notice, especially where we have already dispatched a vehicle or allocated staff, the cancellation charge may be substantial and may include the full agreed fee where appropriate and lawful. Where a deposit has been paid, it may be retained in part or in full to reflect our losses.
If you wish to reschedule rather than cancel, we will do our best to accommodate a new date, subject to availability. Rescheduling requests made with sufficient notice may be accepted without penalty, but this is not guaranteed. If we need to cancel due to vehicle breakdown, staff illness, unsafe conditions, severe weather, or another genuine operational reason, we will notify you as soon as reasonably possible and offer either a new date or a refund of any prepaid amount for the cancelled service. Our liability for cancellation will be limited as stated below.
In some cases, we may refuse, postpone or terminate a job if the circumstances are unsafe, unlawful, or materially different from what was described at booking. This includes situations where access is blocked, items are unsuitable for transport, the load exceeds vehicle limits, the customer requests prohibited activities, or conditions present a risk to people, property, or the vehicle. If work is stopped because of customer conduct, incorrect information, or hidden hazards, you may still be charged for time spent and costs incurred.
Liability and care of goods We will take reasonable care when handling your property, but you remain responsible for ensuring that items are properly packed, protected, and suitable for transport unless we have explicitly agreed to pack or prepare them. Fragile, high-value, loose, or poorly secured items are carried at your own risk unless otherwise agreed in writing. We are not liable for damage caused by inadequate packing, pre-existing defects, unstable furniture, hidden faults, or normal wear and tear.
Where we agree to dismantle, assemble, load, unload, carry, or position items, we will do so using reasonable skill and care. However, we are not responsible for damage arising from inherent weakness in the item, manufacturer defects, items fixed to walls or floors, or movement caused by the item’s own condition. You must tell us in advance about items that are exceptionally heavy, awkward, antique, valuable, or sensitive so that we can assess whether the job can be carried out safely. A man and van collection may be refused if the goods are unsafe to move without specialist equipment.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability for loss or damage arising from a booking will be limited to the amount paid or payable for the relevant service, unless a higher limit has been expressly agreed in writing. We do not accept liability for indirect or consequential losses such as loss of profit, business interruption, missed deadlines, or loss of opportunity.
If we store or retain items temporarily as part of the service, we will take reasonable care but are not warehouse operators unless we expressly state otherwise. Any items left with us must be claimed within the period we notify you about, and we may charge storage fees if applicable. If you fail to collect goods within a reasonable time, we may give written notice requiring collection. If items remain uncollected after notice, we may dispose of them or sell them in a lawful manner to recover outstanding costs, subject to applicable law.
It is your responsibility to ensure that the goods handed over for transport are lawful to possess, move, and deliver. You must not ask us to carry prohibited, dangerous, illegal, stolen, contaminated, or otherwise restricted items. This includes, without limitation, weapons, illegal drugs, hazardous chemicals, pressurised containers, asbestos-containing materials, live animals, and any item requiring a special licence or authorisation unless we have agreed in writing and all legal requirements are met. If prohibited items are discovered, we may refuse to carry them and may end the job immediately.
Waste removal and regulatory compliance Where the service involves waste, rubbish, or unwanted items, you must accurately describe the materials in advance. We will only collect and transport waste in accordance with applicable UK waste laws and environmental requirements. You must not present hazardous waste, clinical waste, electrical waste requiring special treatment, or controlled materials unless we have expressly agreed to handle them and all legal conditions are satisfied. We may refuse any load that we reasonably believe is non-compliant or unsafe.
When waste is collected, we may require information about its origin, nature, and destination so that we can comply with legal obligations. The customer must not mix general waste with prohibited materials and must not conceal items that require special disposal. If you instruct us to remove waste, you confirm that you have the right to do so and that the waste has not been unlawfully dumped, fly-tipped, or otherwise mismanaged. Any disposal arrangements will depend on lawful processing routes and may incur additional charges.
Where a job involves disposal or recycling, title to the waste passes to us only to the extent necessary for lawful handling, transfer, treatment, or disposal, and only if such transfer is permitted by law and by the nature of the waste stream. You agree to provide honest and complete information so that we can comply with our obligations under relevant environmental and transport legislation. If we suspect non-compliance, we may reject the load, report the matter to the appropriate authorities, or terminate the booking.
You agree to indemnify us against any loss, fine, penalty, claim, or expense arising from inaccurate information you provided, unlawful instructions, or breach of these Terms and Conditions, including any regulatory action connected with the goods or waste you ask us to handle. This indemnity does not apply where the loss is caused by our own negligence or unlawful conduct. If a third party claims that items transported by us infringe their rights or were moved without authority, you must assist us promptly in resolving the issue.
Access, parking and preparation You are responsible for ensuring suitable access to the collection and delivery points. This includes arranging parking where necessary, obtaining permits if required, providing keys or codes where appropriate, and ensuring that pathways, lifts, doors and stairways can accommodate the items. If restricted access, permit failure, or parking enforcement causes delay or extra cost, you will be responsible for those additional charges. We may refuse to move items that cannot be transported safely through available access routes.
You must prepare items for transport unless we agree otherwise. This means disconnecting appliances, emptying drawers where needed, securing loose parts, removing fuel or fluids where relevant, and packaging fragile items. We are not responsible for goods that are not prepared in accordance with normal moving practice. If we assist with preparation, that assistance is provided as a convenience and does not transfer primary responsibility away from you unless we expressly state that we have taken full responsibility for that aspect of the job.
Insurance We may maintain insurance that is appropriate for the nature of our work, but insurance cover is subject to policy terms, exclusions and limits. Any claim must be reported promptly and supported with evidence where requested. The existence of insurance does not mean that every loss is automatically covered. For a claim to be considered, you must cooperate fully, provide accurate details, and take reasonable steps to minimise loss or further damage.
We are not responsible for delay or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to severe weather, accidents, vehicle failures, road closures, strikes, civil unrest, government action, utility failures, or emergency situations. In such cases, we may suspend, modify, or cancel the service and will use reasonable efforts to inform you and resume the job where practical. Force majeure events do not create an automatic right to compensation beyond any refund we are required to make by law.
If there is a dispute about a booking, charge, item condition, or service outcome, both parties should first try to resolve the issue in good faith. You should notify us of any complaint within a reasonable time and provide supporting details. We may ask for photographs, receipts, inventory lists, or other evidence. Failure to report a problem promptly may affect our ability to investigate and may limit any remedy available. We may offer a reasonable adjustment, partial refund, or other appropriate solution without admitting liability.
These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim or proceeding unless the law requires otherwise. If any term is inconsistent with mandatory consumer rights under UK law, those mandatory rights will prevail, and the remainder of these terms will continue in force.