Terms and Conditions for Man With A Van Welling

These Terms and Conditions set out the basis on which Man With A Van Welling provides moving, transport, collection, and related services to customers in the UK. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the rights and responsibilities of both parties, including how bookings are made, how payments are handled, when cancellations may apply, how liability is limited, and how waste must be managed in accordance with applicable law.

For the purposes of these terms, references to “we,” “us,” “our,” or “the service provider” mean the operator trading as Man With A Van Welling. References to “you,” “your,” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to domestic and commercial customers unless we agree otherwise in writing. They should be read alongside any written quotation, booking confirmation, or job-specific instructions issued before or during the service.

These terms are intended to be fair and reasonable, but they do not affect any rights you may have under UK consumer law that cannot legally be excluded. Nothing in these terms reduces your statutory rights where the law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

1. Booking Process

A booking is formed when you request a service, we confirm our availability, and you accept our quotation or estimate. A booking may be made by telephone, email, text message, online enquiry, or any other method we offer from time to time. We may request additional information before confirming a booking, including the collection and delivery addresses, the nature and volume of items, access details, whether stairs or lifting equipment are involved, and any special handling requirements.

All bookings are subject to availability and to the accuracy of the information you provide. If the details you provide change before the collection date, you must tell us as soon as possible. Changes may affect the price, timing, vehicle size, staffing, or suitability of the originally agreed service. We reserve the right to amend the quotation if material facts were omitted or if the job differs from the description provided at the time of booking.

Bookings are usually provisional until confirmed. A quotation does not create a binding reservation until we have explicitly accepted the job. We may decline a booking for operational, safety, legal, or availability reasons. If we need to cancel or reschedule due to circumstances within our reasonable control, we will make reasonable efforts to offer an alternative time. However, we are not responsible for losses caused by delays beyond our control, including traffic disruption, adverse weather, breakdowns, road closures, or third-party interference.

2. Customer Responsibilities

You are responsible for ensuring that all items are ready for collection at the agreed time and that the access route is reasonably clear and safe. This includes arranging parking permissions, access codes, lifting access, and any building approvals needed for the vehicle or crew to carry out the work. If permits, congestion charges, tolls, parking fees, or similar costs apply, you must either arrange them or reimburse us where we have paid them on your behalf.

You must also ensure that any items presented for transport are legal to move and are not prohibited, dangerous, contaminated, or unlawfully possessed. If you ask us to transport restricted or sensitive goods, you must disclose this in advance and obtain our written approval. We may refuse to move items that are unsafe, excessively heavy, likely to cause damage, or unsuitable for the vehicle or staff assigned to the job.

3. Prices and Payments

Prices may be offered as fixed quotations, hourly rates, minimum charges, or a combination of these. Any price stated in writing is based on the information supplied by you and on the assumptions set out in the quotation. Unless expressly stated otherwise, prices may exclude additional charges such as congestion charges, parking fees, waiting time, stair-carry charges, dismantling or reassembly, packing materials, disposal charges, or costs caused by changes to the original booking.

Full payment is due on completion of the service unless a different arrangement has been agreed in writing. We may require a deposit or part-payment in advance to secure certain bookings. Where a deposit is taken, it will be treated as part-payment for the service and may be non-refundable where the cancellation terms apply. Payment may be made by cash, bank transfer, card, or another method we accept. If payment is not made when due, we may charge reasonable interest and recovery costs where permitted by law.

Where a customer is booking on behalf of a business or organisation, that person confirms they have authority to enter into the contract and accept responsibility for payment. We may also suspend or refuse future services where invoices remain unpaid. Any dispute about the amount charged must be raised promptly and in any event within a reasonable time after the invoice or receipt is issued.

4. Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellations made with sufficient notice may not incur a charge, depending on the work reserved and any costs already incurred. If you cancel after we have allocated staff, vehicles, or time specifically for your booking, we may retain part or all of any deposit or charge a cancellation fee reflecting our losses and administrative costs.

If you cancel at short notice, fail to provide access, are not present when required, or cannot proceed with the job because the items are not ready or the information provided was inaccurate, this may be treated as a late cancellation or wasted journey. In such cases, we may charge the agreed fee or a reasonable minimum charge to cover the vehicle, labour, fuel, and time reserved. We may also reschedule at our discretion if the circumstances allow.

We reserve the right to cancel a booking where we reasonably believe that carrying out the service would be unsafe, unlawful, materially more difficult than represented, or likely to cause damage to property or items. We may also cancel if payment arrangements are not met, if there is aggressive or abusive behaviour, or if the customer fails to cooperate with reasonable operational instructions. In these cases, any refund will be assessed fairly in light of the work completed and costs already incurred.

5. Liability and Damage

We will take reasonable care when handling and transporting your belongings, but you remain responsible for ensuring items are properly packed, secured, and suitable for transport unless we have agreed in writing to provide packing or specialist handling. Fragile items, valuables, documents, antiques, electronics, glass, and items with hidden defects should be disclosed before the service begins. Where you have packed items yourself, we are not responsible for damage arising from inadequate packing, pre-existing weakness, or unsuitable containers.

Our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to take reasonable care and skill. We do not accept liability for indirect or consequential losses such as loss of profits, missed appointments, business interruption, or emotional distress, except where the law does not allow us to exclude such liability. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.

If an item is damaged or lost during the service, you must notify us as soon as reasonably practicable and provide sufficient detail to allow us to investigate. Claims may require supporting evidence such as photographs, receipts, or proof of value. Where liability is established, our remedy may be repair, replacement, refund, or a contribution toward the proven loss, subject to the limits of liability set out in the quotation or these terms.

6. Waste Handling and Regulations

Waste disposal and removal services are carried out in accordance with applicable UK waste regulations. We will only remove or transport waste where this has been agreed in advance and where the waste is lawful to handle. The customer must accurately describe the waste, including whether it contains electrical items, furniture, green waste, mixed household waste, building debris, or any item that may require special treatment or documentation.

You must not present hazardous, clinical, contaminated, or prohibited waste unless we have expressly agreed to handle it and the law permits us to do so. Prohibited materials may include chemicals, asbestos, pressurised containers, oils, paints, batteries in certain quantities, medical waste, and any other regulated substance. If such items are found among the load without disclosure, we may refuse collection, isolate the item, or return it to you if safe and lawful to do so. Any additional costs caused by incorrect description of waste will be charged to you.

Where waste is collected, transferred, or disposed of, we may use authorised facilities and may require you to cooperate with any records, declarations, or checks needed to meet legal obligations. The customer confirms that they have the right to dispose of the waste presented and that the material is not stolen, unlawfully dumped, or subject to a third-party claim. You agree to indemnify us against losses, fines, or claims arising from inaccurate information supplied by you regarding the nature or origin of the waste.

7. Conduct, Safety, and Access

We may stop or delay work if conditions are unsafe. This includes unsafe lifting, blocked access, violent weather, lack of parking, threats to staff, or any situation where continuing would place people or property at risk. Our crew may refuse to move items that are beyond the safe lifting capacity of the team or that require equipment not available for the booked service. If additional equipment or personnel are required, a revised quotation may be necessary.

You must ensure that children, pets, and bystanders are kept away from the working area where reasonably possible. You must also disclose any access restrictions, time limits, low bridges, weight limits, fragile flooring, narrow staircases, or other conditions that may affect the service. Failure to disclose such matters may result in delays, extra charges, or the inability to complete the work as originally planned.

We may rely on your instructions or on the instructions of an authorised representative at the property. If you are not present, you must appoint someone with authority to make practical decisions about the job. We are not responsible for disputes between joint owners, tenants, landlords, or business representatives about whether items should be moved or disposed of, provided we acted on apparently valid instructions.

8. Complaints and Dispute Handling

If you are unhappy with any aspect of the service, you should tell us promptly so we can investigate and, where appropriate, take reasonable steps to resolve the issue. Complaints should include the date of the job, a description of the concern, and any relevant evidence. We aim to handle disputes in a fair and practical way, and we may ask for photographs, invoices, or other supporting documents.

Any disagreement should first be addressed through direct communication and a reasonable opportunity to resolve the matter informally. Where a resolution cannot be reached, both parties should act in good faith to narrow the issues and reduce unnecessary costs. Nothing in this clause prevents either party from pursuing a claim through the courts if required.

9. Personal Data and Information

We may collect and use the information you provide for the purpose of managing bookings, issuing quotations, carrying out the service, processing payment, and keeping business records. We will handle personal data in accordance with applicable data protection law. Information may be shared with staff, subcontractors, payment providers, insurers, or professional advisers where reasonably necessary to deliver the service or to comply with legal obligations.

10. General Terms

We may use subcontractors or helpers to perform all or part of the service, provided that the overall standard of service remains consistent with these terms. Any delay or failure caused by events outside our reasonable control, including accidents, severe weather, industrial action, fire, flood, epidemic, public transport disruption, or legal restrictions, will not be treated as a breach of contract while the event continues.

If we choose not to enforce a right under these terms on one occasion, that does not mean the right is waived for future occasions. No variation to these terms is valid unless agreed in writing by an authorised representative of the service provider. These terms, together with the confirmed quotation or booking summary, form the entire agreement between the parties for the relevant job unless otherwise agreed in writing.

11. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer protection law provides otherwise. If you are a consumer, you retain any legal rights that cannot be restricted by contract under UK law.

By proceeding with a booking for Man With A Van Welling, you acknowledge that you have read, understood, and agreed to these terms. They are intended to provide a clear and balanced framework for a reliable man and van service, a flexible van moving service, and lawful handling of goods and waste across a wide range of domestic and commercial jobs. We encourage all customers to check the booking details carefully before confirming, so that the service can be completed safely, efficiently, and in line with the agreed arrangements.