Terms and Conditions for Man And Van Wapping

These Terms and Conditions set out the basis on which Man And Van Wapping provides moving, transport, collection, delivery, and related services to customers in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. Please read them carefully before arranging any service, as they explain how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities each party has during the service.

These terms apply to all services provided under the Man and Van Wapping name, whether the job involves a small single-item move, a multi-item relocation, office transport, furniture delivery, or the removal of non-hazardous waste where permitted by law. They are designed to be fair and practical, and they are intended to work alongside any written quotation, job confirmation, or special instructions agreed before the service begins. If there is any conflict between these terms and a specific written agreement, the written agreement will normally take priority to the extent of that inconsistency.

The customer is responsible for ensuring that all information supplied at the time of booking is accurate and complete. This includes details such as access conditions, item size and quantity, parking restrictions, loading or unloading difficulties, and any special handling requirements. If the actual circumstances differ from what was described when booking, the service price, timing, staffing, or vehicle requirements may need to be adjusted. We aim to be clear and transparent, but our ability to perform the work safely and efficiently depends on the information provided by the customer.

1. Booking Process

Bookings are usually made by providing a description of the job and receiving a quotation or estimated price. A quotation may be based on the items to be moved, the distance involved, the expected duration, access conditions, and any additional labour or equipment required. A booking is not confirmed until we have accepted the order and, where required, received any deposit, advance payment, or written confirmation requested for the job. Until that point, availability is not guaranteed.

Customers must check the booking details carefully before confirming. This includes the date, time window, collection and delivery addresses, any stated exclusions, and any agreed charges for stairs, waiting time, additional stops, dismantling, packing, or waste handling. If the customer requests changes after confirmation, we will do our best to accommodate them, but changes are subject to availability and may affect the final price. Late changes may also affect whether the job can be completed within the original schedule.

We may refuse or cancel a booking if the information provided is incomplete, misleading, unlawful, or would create an unreasonable health and safety risk. We may also decline a job if access is unsuitable for the vehicle, if the requested service falls outside our normal scope, or if the customer asks us to transport prohibited items. Where the booking involves multiple services, each element may be treated separately for scheduling and charging purposes.

2. Payments and Charges

All prices are stated in pounds sterling unless agreed otherwise. Quotes may be fixed or estimated depending on the complexity of the job. Fixed prices apply only to the scope of work agreed at the time of booking. If the customer adds extra items, asks for additional journeys, requires waiting time, or changes the job in a way that increases labour or vehicle use, additional charges may apply. We may also charge for congestion, parking, tolls, permits, or other directly related costs if these are not included in the original quote.

Payment is due in accordance with the terms stated at booking or on the invoice. In many cases, payment must be made on completion of the service unless an alternative arrangement has been agreed in writing in advance. We may require a deposit or full prepayment for certain jobs, especially where materials, specialist handling, or reserved vehicle time is involved. If a card payment, bank transfer, or any other payment method is used, the customer must ensure that funds are available and that the payment is authorised.

If payment is not received when due, we reserve the right to charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend future services until all outstanding sums are paid. The customer remains responsible for all agreed charges even if they are not present at the end of the job, provided the service was completed in accordance with the booking. Any dispute about an invoice must be raised promptly and in good faith, so that it can be investigated without unnecessary delay.

3. Cancellations and Amendments

The customer may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the size and type of booking, the lead time given, and whether vehicles or staff have already been allocated. If a cancellation occurs after a vehicle has been dispatched, or after work has started, charges may apply to cover travel time, labour, or any other costs already incurred. Where a deposit has been paid, it may be retained in full or in part to the extent reasonably necessary to cover losses.

We may cancel or postpone a booking where circumstances beyond our control make it impossible or unsafe to carry out the service, including severe weather, traffic disruption, vehicle breakdown, staff illness, access problems, or restrictions imposed by law. In such cases, we will aim to offer an alternative time. We are not responsible for indirect losses caused by a necessary delay or rescheduling, provided we have acted reasonably and taken steps to minimise disruption.

If the customer is not present, not ready, or unable to proceed at the agreed time, waiting charges may apply. If the delay is substantial, we may treat the booking as cancelled by the customer and charge accordingly. Customers should ensure that all items are packed, accessible, and ready for loading when the service begins. Delays caused by incomplete preparation can affect other scheduled jobs and may result in additional fees.

4. Liability and Customer Responsibilities

The customer must ensure that all goods, furniture, and waste items are fit for transport and that any fragile, valuable, or delicate items are properly packed and labelled. Unless we have expressly agreed to pack or protect the goods ourselves, we are not responsible for damage caused by inadequate packing, pre-existing defects, hidden weaknesses, or unsuitable preparation by the customer. The customer should remove loose parts, secure drawers and doors where appropriate, and advise us of any item requiring special handling.

We will take reasonable care when loading, carrying, and transporting items. However, our liability is limited to loss or damage caused by our proven negligence, and not to ordinary wear and tear, inherent weakness, or circumstances outside our control. If an item is particularly valuable, rare, or irreplaceable, the customer should tell us before the service begins and consider arranging insurance cover that is suitable for the item’s value. We do not accept liability for consequential losses such as loss of earnings, business interruption, or missed appointments caused by matters outside our direct control.

The customer is responsible for providing safe access, accurate instructions, and lawful authority to move the items. This includes ensuring that no item is stolen, restricted, unlawfully dumped, or otherwise not entitled to be transported. Man and Van Wapping may refuse to handle any item that appears unsafe, unstable, contaminated, or likely to breach law or regulation. Where a customer asks us to enter a property, collect from shared premises, or load from a restricted area, the customer must ensure that permission has been obtained in advance.

5. Waste Regulations and Prohibited Items

Where the service includes the collection or disposal of waste, the customer must comply with all applicable UK waste laws and duty of care requirements. We only accept non-hazardous waste items that are lawful to transport and dispose of through appropriate channels. The customer must describe the waste accurately at the time of booking and must not conceal hazardous, clinical, chemical, electrical, or contaminated materials. Any load that is presented as general waste but contains restricted items may be refused or may incur additional compliance costs.

We may ask for details needed to demonstrate lawful transfer and disposal, including a description of the waste and the source of the materials. The customer acknowledges that fly-tipping, illegal disposal, and the abandonment of waste are criminal offences. If the customer asks us to handle waste in a way that would breach the law, we will refuse the request. Where a waste transfer note, record, or similar document is required, the parties must provide the information necessary to complete it correctly. The customer must not place prohibited materials in bags, boxes, or mixed loads without prior agreement.

Examples of items that may require special handling or may be refused include asbestos, oils, solvents, paints, gas cylinders, batteries, needles, medicines, fridges containing refrigerants, and any item contaminated with biological material. We may also refuse sharp objects, heavy rubble, or items that are too bulky for safe lifting without specialist equipment. If a prohibited or undisclosed item is discovered after collection has started, we may stop the job, charge for time already spent, and require the customer to arrange lawful removal of the item at their expense.

6. Service Standards, Delays, and Force Majeure

We aim to provide services with reasonable care, skill, and professionalism. Any arrival time or completion time given is an estimate unless specifically stated as guaranteed in writing. Traffic, road closures, access restrictions, loading issues, and customer-caused delays may affect timing. While we will make reasonable efforts to keep to schedule, we do not accept liability for minor delays that are outside our control. If a delay becomes significant, we will communicate as soon as reasonably possible and, where appropriate, agree a revised time or alternative plan.

Neither party will be liable for failure or delay caused by events beyond reasonable control, including extreme weather, fire, flood, accident, acts of government, industrial dispute, public transport disruption, or widespread network failure. In such circumstances, the affected party should notify the other as soon as possible and take reasonable steps to reduce the impact. If the event continues for an unreasonable length of time, either party may be entitled to cancel the affected booking without further liability, except for charges already earned or costs already incurred.

7. Complaints and Resolution

If the customer is unhappy with any part of the service, they should raise the issue as soon as possible so that it can be assessed fairly. Photographs, notes, and a clear explanation of the concern will help us investigate. We may request an opportunity to inspect the relevant item or site before any conclusion is reached. A complaint does not remove the customer’s obligation to pay any undisputed part of the invoice by the due date.

We will consider complaints in a reasonable and proportionate manner. Where an error has occurred, we may offer a repair, replacement, partial refund, or other practical remedy depending on the circumstances and the extent of any proven loss. Nothing in these terms limits rights that cannot lawfully be excluded under UK consumer law. However, any remedy will be limited to the direct loss actually suffered and proved by the customer, subject to the limits set out in these terms and in law.

If a dispute cannot be resolved informally, both parties agree to try to settle the matter through good-faith discussion before beginning formal proceedings. This approach helps avoid unnecessary cost and delay. The customer should keep relevant documents, booking details, and payment records, as these may be needed to review the matter properly. We aim to handle disputes fairly and efficiently, but we cannot accept responsibility for claims based on misinformation, unsupported allegations, or failure to follow these terms.

8. Governing Law

These terms and conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the service provided by Man And Van Wapping shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives the customer mandatory rights to bring a claim elsewhere. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These terms form the entire agreement between the parties in relation to the service, unless a written variation has been agreed. No waiver, failure, or delay in enforcing any right shall operate as a waiver of that right on any other occasion. The customer acknowledges that by proceeding with a booking they have had the opportunity to review these terms and understand the obligations that apply to the service. This document should be read alongside any specific quotation or job confirmation, but it remains the governing legal page for the service as a whole.