Terms and Conditions for Man With A Van Brockley
These Terms and Conditions set out the basis on which Man With A Van Brockley provides removal, transport, clearance, and related van services to customers in the UK. By making a booking, requesting a quote, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before confirming any service.
We aim to provide a clear, fair, and reliable service. These terms explain how bookings are accepted, how payment is handled, when cancellations may be charged, what happens if something goes wrong, and the rules that apply to waste handling and disposal. They are intended to protect both the customer and the service provider and to reduce misunderstandings during the moving process.
For the purposes of these terms, the expressions “we”, “us”, and “our” refer to the service provider operating under the name Man With A Van Brockley. The words “you” and “your” refer to the customer, the person booking the service, and anyone acting with that person’s authority.
1. Booking Process
All bookings are subject to availability and confirmation. A booking request does not guarantee a service until we have accepted it. We may ask for details such as the collection and delivery addresses, access conditions, item list, estimated volume, timing, and any special requirements. Accurate information is essential, as the price and service plan depend on the details you provide.Once we have received your request, we may issue a quotation or an estimate. Unless stated otherwise, quotes are based on the information supplied at the time of booking and may change if the job differs from the description. If the actual work is larger, heavier, more difficult, or takes longer than expected, the price may be adjusted accordingly. We will always aim to explain any changes before continuing.
We reserve the right to refuse or cancel a booking if access is unsafe, the property conditions are unsuitable, the items are prohibited, or the work would place people, vehicles, or property at unreasonable risk. You are responsible for ensuring that all necessary permissions have been obtained for parking, entry, loading, and unloading, including any building management, landlord, or council requirements.
2. Service Scope
Our van moving service in Brockley may include collection, transport, loading, unloading, furniture handling, and related labour. The exact scope of work will depend on the booking details and may be limited to what has been agreed in advance. Any additional services requested on the day are subject to availability and may incur extra charges.We ask that all items are properly packed, labelled where appropriate, and ready to be moved at the agreed time unless packing has been separately arranged. We are not responsible for poor packing, unsecured items, or hidden defects in furniture, appliances, or equipment. Delicate or high-value items should be declared before the job begins so that suitable handling measures can be considered.
We do not accept responsibility for items that are left behind by mistake unless they are clearly identified and included in the agreed scope of work. Customers should check all rooms, cupboards, loft spaces, cellars, and storage areas before completion of the job. Any waiting time caused by access issues, incomplete preparation, or missing instructions may be charged at the applicable hourly rate or as otherwise quoted.
3. Payments and Charges
Payment terms will be confirmed at the time of booking or in the quotation. Unless agreed otherwise, payment is due on completion of the service and must be made by the method we specify. We may require a deposit or advance payment for certain bookings, especially where the job involves a reserved time slot, waste disposal, long-distance travel, or a substantial labour commitment.All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any parking charges, congestion fees, tolls, disposal costs, waiting time, additional labour, or other agreed extras may be added to the final invoice. If there is a discrepancy between the estimate and the work carried out, the final charge will reflect the actual service provided and any additional costs reasonably incurred.
If payment is not made when due, we reserve the right to charge reasonable recovery costs, statutory interest where applicable, and any administrative fees permitted by law. You will remain liable for the full amount until payment is received in cleared funds. We may suspend further services for any customer with an overdue balance.
4. Cancellations, Rescheduling, and No-Shows
If you need to cancel or change your booking, please do so as early as possible. Cancellations made with sufficient notice may not incur a fee, but where a time slot has been reserved or costs have been incurred, we may charge a reasonable cancellation fee. This may include lost labour time, travel arrangements, or third-party expenses.Where cancellation occurs shortly before the agreed start time, or where we arrive but are unable to carry out the work because access is unavailable or instructions are not provided, a minimum call-out charge or full booking fee may apply. If you are not present at the agreed time and we cannot complete the job, this may be treated as a no-show.
We may reschedule a booking if necessary due to vehicle breakdown, severe weather, staff illness, road closure, or other events outside our reasonable control. If we must cancel, we will use reasonable efforts to offer an alternative date or time. We will not be liable for any indirect costs you incur as a result of a rescheduled booking, provided we have acted reasonably.
5. Liability and Insurance
We take reasonable care when handling your possessions, but liability is limited to the extent permitted by law. We are not responsible for loss or damage caused by events outside our control, including fire, flood, theft by third parties, road traffic incidents not caused by our negligence, or defects in items that were already fragile, unstable, or poorly assembled.It is your responsibility to ensure that items are suitably insured if they are valuable, unusual, or irreplaceable. Our standard terms do not create a duty to insure goods beyond any cover we may separately agree in writing. If you want cover for high-value goods, antiques, artworks, electronics, or specialist equipment, you should tell us in advance and make your own insurance arrangements where necessary.
We are not liable for minor scuffs, cosmetic marks, or wear and tear that are inherent in the moving process, particularly where furniture has been dismantled, carried through tight spaces, or loaded into a vehicle under normal operational conditions. Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded under UK law.
6. Customer Responsibilities
You must provide accurate information, safe access, and lawful instructions. This includes telling us about stairs, lifts, narrow entrances, parking limitations, restricted zones, and any items that require special handling. If you fail to provide accurate information and the service becomes more difficult or expensive as a result, we may adjust the price or refuse the work.We expect customers to secure pets, protect flooring where needed, and remove obstacles that could interfere with the move. You should also ensure that items are disconnected, drained, and ready for transport where appropriate. Man With A Van Brockley is not responsible for uninstalling appliances, disconnecting utilities, or carrying out electrical or plumbing work unless specifically agreed in advance and lawfully permitted.
Any instructions given by you, your representative, or someone authorised by you will be treated as binding. If a third party provides instructions and we reasonably believe that person is acting with authority, we may rely on those instructions. You remain responsible for confirming that all directions are correct and consistent with your requirements.
7. Waste Regulations and Disposal
Where our service includes removal, clearance, or disposal of waste, all activities will be carried out in accordance with applicable UK waste laws and environmental regulations. We may only transport, handle, or dispose of waste that we are legally permitted to manage. Certain items may require specialist treatment, separate licensing, or transfer to an authorised facility.You must tell us in advance if any waste contains hazardous, restricted, or regulated materials. This includes, but is not limited to, asbestos, chemicals, paints, oils, solvents, gas canisters, batteries, fluorescent tubes, fridges, freezers, tyres, clinical waste, electrical items with hazardous components, and any contaminated materials. We may refuse such items or charge an additional fee if lawful disposal arrangements are possible.
By instructing us to remove waste, you confirm that you have the right to dispose of the items and that they are not stolen, prohibited, or subject to any legal restriction. You agree to provide truthful descriptions of the waste and to cooperate with any reasonable request for information relating to its source, composition, or disposal category. We reserve the right to refuse any item that could create an environmental, legal, or safety risk.
8. Delays, Access, and Waiting Time
We will do our best to arrive within the agreed time window, but arrival times are estimates unless a fixed time has been expressly guaranteed in writing. Delays may occur because of traffic, roadworks, weather conditions, prior job overruns, or other circumstances beyond our control. We will aim to keep you informed where possible.If we are delayed because of factors within your control, including inability to access the premises, parking restrictions, missing keys, incomplete instructions, or lack of readiness, waiting time or additional travel may be charged. Where access is impossible and the work cannot proceed, the booking may be treated as cancelled or as a failed attendance.
Any estimates given are based on normal operating conditions. If conditions are materially different from those described, we may need to revise the job plan, deploy additional labour, or alter the vehicle used. In such cases, the final charge may reflect the practical requirements of completing the service safely and lawfully.
9. Claims, Complaints, and Notice of Loss
If you believe that an item has been lost or damaged in connection with our service, you must notify us as soon as reasonably possible and in any event within a reasonable time after completion of the job. Clear evidence may be required, including photographs, item descriptions, and details of the circumstances. Failure to notify us promptly may affect our ability to investigate.We may ask to inspect the item, vehicle records, route details, or packaging to determine what happened. Where a claim is valid and liability is established, our responsibility will be limited to the direct loss suffered and subject to any applicable exclusions or caps allowed by law. We will not be responsible for loss of profit, missed appointments, emotional distress, or other indirect or consequential losses.
Any dispute should be raised in good faith and with supporting information. We will aim to deal with concerns fairly and promptly. If a matter cannot be resolved informally, it may be referred to the courts of England and Wales in accordance with the governing law clause below.
10. Variations to the Service
We may make reasonable changes to the service if necessary for safety, legality, or operational reasons. This includes changes to the vehicle size, route, staffing, timing, or disposal method. Any material change will be discussed with you where practical. If you request a change after the booking has been accepted, we may revise the price or the completion time.Where a booking includes multiple stops, partial loads, or shared use of the vehicle, the order of work may be decided by us unless a different arrangement has been agreed in advance. The service may be split into stages if this is the safest or most efficient way to complete the work. Additional labour or time caused by changes may be charged at the agreed rate.
These terms apply alongside any written quotation, booking confirmation, or agreed service description. If there is a conflict, the specific written agreement will prevail to the extent of the inconsistency. Otherwise, these Terms and Conditions remain in full force and effect.
11. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or legal issue arising out of or in connection with the service, the booking process, payment, cancellation, liability, or waste handling will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise.Man With A Van Brockley may update these terms from time to time to reflect changes in law, operational practice, or service arrangements. The version in force at the time of booking will apply to that booking unless a later version is expressly agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
By using our services, you acknowledge that you have read, understood, and accepted these terms. These conditions form the legal basis of the relationship between you and the service provider for all relevant moving, transport, clearance, and disposal work.