Terms and Conditions
Man with Van Frognal Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Frognal provides removal and man and van services within the United Kingdom. By making a booking, accepting a quotation, or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
Definitions
In these Terms and Conditions, the following words have the meanings set out below:
Customer means the person or organisation booking the services.
We, us, our means Man with Van Frognal.
Services means any removal, man and van, collection, delivery, loading, unloading, packing, or associated services we agree to provide.
Goods means the items and belongings that are the subject of the services.
Working day means any day other than Saturday, Sunday, or public holidays in England and Wales.
Quotations and Pricing
All quotations are based on the information provided by the customer at the time of enquiry, including but not limited to property access, distance, parking availability, size and quantity of goods, and any special handling requirements.
Quotations are usually provided as either hourly rates or fixed prices, as specified in the quotation. Where an hourly rate is agreed, time is normally charged from departure from our base until return to our base, unless otherwise stated.
Our quotations are valid for a limited period as specified at the time of issue. If no period is stated, they are valid for 14 days from the date of quotation. We reserve the right to amend or withdraw a quotation if the information provided is incomplete, inaccurate, or changes prior to the booking date.
Additional charges may apply where:
Access is more difficult than stated or involves extra time, flights of stairs, or long carrying distances.
Parking is unavailable, restricted, or results in penalties or fines.
Waiting times arise due to delays outside our control, including but not limited to key release, paperwork, or third-party arrangements.
Extra goods or items not originally declared are to be moved.
Special handling is required, including dismantling, reassembly, or the moving of particularly heavy, fragile, or bulky items.
Booking Process
A booking is made when you accept our quotation and we confirm the booking. Confirmation may be given verbally or in writing, including electronic confirmation. We may request specific details such as addresses, dates, times, access information, and a description of goods before confirming.
We reserve the right to refuse or cancel a booking at our discretion, including where we believe the work cannot be carried out safely, legally, or in accordance with our policies.
It is the customer’s responsibility to ensure that all details supplied are accurate. Any changes to date, time, addresses, or scope of work must be notified to us as early as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability or that the original price will remain valid.
Payments and Charges
Payment terms will be communicated at the time of booking. We may require a deposit, partial upfront payment, or full payment in advance, depending on the nature and size of the work.
Unless otherwise agreed in writing, payment is due on or before completion of the services on the day of the move. Where an hourly rate applies, the final charge will be calculated at the end of the job and is payable immediately.
We accept the forms of payment specified at the time of booking. Where payment is not made when due, we reserve the right to:
Charge reasonable late payment fees or interest in line with applicable law.
Retain goods until payment is received in full.
Refuse to complete the work or undertake further work for the customer.
Any parking fees, congestion charges, tolls, or similar costs reasonably incurred while carrying out the services will be charged to the customer in addition to the agreed fee, unless explicitly stated otherwise in the quotation.
Cancellations and Changes
If you wish to cancel or amend your booking, you must notify us as soon as possible.
For standard bookings, the following cancellation terms will apply unless otherwise stated in writing:
If you cancel more than 48 hours before the scheduled start time, any deposit paid may be refundable or transferable at our discretion.
If you cancel within 48 hours of the scheduled start time, we reserve the right to retain part or all of any deposit and may charge a cancellation fee to cover our reasonable costs and loss of business.
If you cancel on the day of the scheduled service, we may charge up to 100 percent of the estimated price.
If we need to cancel due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, accident, illness, or other unforeseen events, we will inform you as soon as possible and offer an alternative date or a refund of any payments made for services not yet provided. We will not be liable for any indirect or consequential losses arising from such cancellation.
Customer Responsibilities
The customer agrees to:
Ensure that adequate access, parking, and permissions are in place at both collection and delivery addresses. Any permits required must be arranged and paid for by the customer unless agreed otherwise.
Provide a clear and accurate description of the goods and any special requirements, including fragile or high-value items.
Ensure that goods are properly packed, secured, and labelled, unless packing services have been explicitly agreed.
Be present or represented throughout the loading and unloading process to give instructions and check that all goods are collected and delivered.
Inspect the vehicle at the end of the job to ensure that no goods have been left behind.
Comply with all relevant laws and regulations, including waste disposal rules, and not to request that we carry or dispose of items in a way that breaches such regulations.
Items We Do Not Carry
We will not knowingly carry or move:
Illegal, stolen, or prohibited items.
Explosives, hazardous substances, flammable liquids, or compressed gases.
Live animals, plants requiring special conditions, or perishable goods likely to suffer damage during transit.
Valuables such as cash, jewellery, important documents, or items of exceptional value, unless specifically agreed in writing in advance and appropriately insured.
If such items are moved without our knowledge or consent, we accept no responsibility for loss or damage, and you may be liable for any damage or loss suffered by us as a result.
Liability for Loss and Damage
We will exercise reasonable care and skill in providing the services. Our liability for loss of or damage to goods is subject to the limitations set out in these Terms and Conditions.
We will not be liable for:
Loss or damage arising from your failure to pack goods properly where we have not provided packing services.
Loss or damage to fragile or delicate items, including but not limited to glass, china, artwork, and electronics, unless we have specifically agreed to handle and pack them.
Loss or damage resulting from inherent defects, wear and tear, or pre-existing damage.
Loss of or damage to items not listed or declared to us before the move where such knowledge would reasonably affect how they should be handled.
Loss or damage caused by circumstances beyond our reasonable control, including but not limited to acts of God, extreme weather, accidents caused by third parties, or delays due to traffic or road closures.
Our total liability for loss of or damage to goods, whether arising in contract, tort, or otherwise, shall be limited to a reasonable sum proportionate to the charges paid for the services and the nature of the goods, subject to any applicable compulsory legal minimums. We recommend that you arrange suitable insurance cover for your goods for the duration of the move.
We shall not be liable for any indirect, special, or consequential loss, including but not limited to loss of profit, loss of income, loss of opportunity, or emotional distress.
Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within seven days of the completion of the services. You must provide evidence of loss or damage and cooperate with any investigation.
Delays and Missed Delivery Times
While we make reasonable efforts to arrive and complete the services at the agreed times, all arrival and completion times are estimates. Delays may occur due to traffic, weather, mechanical issues, or other factors beyond our control.
We will not be liable for any loss or expense you incur as a result of delays beyond our reasonable control. We will, however, keep you informed where practical and work to complete the services as soon as circumstances permit.
Waste, Disposal, and Environmental Regulations
We comply with applicable UK waste and environmental regulations. We will not remove or dispose of waste, rubbish, or unwanted items unless this has been specifically agreed as part of the services.
Where removal or disposal of items is agreed, this will be carried out in a lawful and responsible manner. Additional charges may apply for waste transfer, recycling, or disposal, which will be explained at the time of booking or before work is undertaken.
You must not request or permit us to dispose of items illegally, for example by fly-tipping or using unauthorised locations. If you do so, you will be responsible for any fines, penalties, or claims arising as a result.
Parking, Fines, and Access
You are responsible for ensuring adequate parking and access for our vehicle at both the collection and delivery addresses. Where parking restrictions apply, you must obtain permissions or permits in advance, unless expressly agreed otherwise.
If our vehicle receives a parking ticket, fine, or penalty due to the absence of suitable arrangements or instructions from you, we reserve the right to charge the full amount of such fines plus any reasonable administration fee.
Insurance and Risk
Risk in the goods remains with you at all times. While we will take reasonable care in handling and transporting goods, you are strongly advised to obtain appropriate insurance to cover loss or damage during transit, loading, unloading, and temporary storage.
Our own insurance covers our legal liability where applicable but may not fully cover the value of your goods. Details of cover can be provided on request, and you should ensure that your own insurance arrangements are adequate for your needs.
Complaints and Disputes
If you are dissatisfied with any aspect of our services, you should raise the issue with us as soon as possible, preferably on the day of the move so that we can attempt to resolve it immediately.
If a resolution is not reached at the time, you should set out your complaint in writing, giving full details of the issue and any loss or damage claimed. We will review your complaint and respond within a reasonable time frame.
Nothing in these Terms and Conditions affects your statutory rights under UK consumer 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 provided 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 their subject matter.
General Provisions
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
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 contract with us. You are advised to review the Terms and Conditions prior to confirming each booking.
No failure or delay by us in exercising any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence, or understandings, except where expressly incorporated into the quotation or booking confirmation.
