Man And Van Ilford Terms and Conditions
These Terms and Conditions set out the basis on which Man and Van Ilford provides moving, transport, collection and related services to customers in the United Kingdom. By making a booking, confirming a quote, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before arranging a service. They are designed to create clarity around the booking process, payment arrangements, cancellations, liability, and waste handling requirements.
For the purposes of these terms, references to we, us, and our mean the provider of the Man and Van Ilford service, and references to you and your mean the customer or person booking the service. These terms apply to domestic and commercial removals, single-item transport, furniture moves, collection jobs, and similar services agreed in advance. Nothing in these terms affects your statutory rights under UK law.
The exact service to be provided will depend on the booking details, the information you supply, and any agreed quotation. If there is any inconsistency between a written quote and a later verbal request, the written quote will normally take precedence unless both parties agree otherwise. We may refuse, cancel, or amend a booking where the job is unsafe, illegal, misdescribed, or materially different from the information originally provided.
Booking Process
To make a booking, you must provide accurate and complete information about the items, access conditions, collection and delivery addresses, parking restrictions, stairs, lifts, and any other factors that may affect the work. The accuracy of the information you provide is important because it helps us allocate the correct vehicle size, labour, and time. A quote may be based on the details you give at the time of enquiry, and any change to those details may alter the price or the availability of the service.
Bookings are not confirmed until we have accepted them and, where required, received any deposit or written confirmation requested at the time of booking. A confirmed booking creates an agreement for the date, time, and scope of work stated in the booking. Man and Van Ilford may schedule arrival windows rather than exact times, and reasonable delays may occur due to traffic, weather, loading conditions, or earlier jobs taking longer than expected.
It is your responsibility to ensure that someone authorised is present at the collection or delivery address, unless we have agreed alternative arrangements in advance. You should also ensure that access is clear and safe for our team. If access is delayed or obstructed, we may charge waiting time or additional labour if the delay is beyond our reasonable control. If the item count, volume, weight, or access conditions differ materially from the original booking, we reserve the right to revise the price or, where necessary, decline to continue on the original terms.
Services, Customer Duties and Scheduling
Our service may include loading, transporting, unloading, and, where agreed, basic assistance with handling items. Unless specifically included in the quote, our team is not responsible for dismantling, reassembly, packing, unpacking, disconnecting appliances, or removing fixtures. Any additional service must be agreed before the work starts. Customers should remove personal valuables, confidential documents, keys, and fragile items unless we have expressly agreed to handle them.
You must ensure that items are suitably packed and ready for transport unless packing has been included in the booking. We are not liable for damage caused by inadequate packaging, unsuitable containers, or items that are already fragile, unstable, or defective. We may refuse to move items that are illegal, hazardous, excessively heavy, unsafely packed, or likely to cause injury or damage. This includes, without limitation, explosives, certain chemicals, asbestos, live animals, and any goods prohibited by law.
If parking, access, or route restrictions require special arrangements, you are responsible for securing them unless we have expressly agreed otherwise. Charges associated with parking permits, congestion fees, tolls, ferries, or other third-party costs may be added to your invoice if they are necessary for the completion of the job. If a booking requires us to wait for keys, building access, or other release conditions, the service time may continue to run while we wait.
Payments and Charges
Unless agreed otherwise, payment is due on completion of the service on the day of the job. We may require a deposit, pre-authorisation, or full advance payment for certain bookings, especially for larger removals, busy periods, or repeat cancellations. Accepted payment methods will be advised at the time of booking. If payment is not made when due, we may charge interest and recover reasonable costs incurred in pursuing the debt, subject to applicable law.
All quoted prices are based on the information available at the time of quotation. If the scope of work changes, the final price may increase to reflect additional time, labour, mileage, access difficulties, waiting time, storage, disposal costs, or extra items not previously disclosed. Where possible, we will explain any adjustment before proceeding. If you decline to accept a reasonable price change required because of altered circumstances, we may treat the job as cancelled by you and charge any applicable cancellation or abortive fees.
Any price stated by Man and Van Ilford is exclusive of unexpected third-party charges unless explicitly stated otherwise. If the service involves waste removal, there may be separate disposal or tipping charges depending on the type and volume of waste. Where a quotation is given as an estimate, it remains an estimate only until the service details are confirmed and the work has commenced. No discount or offset may be deducted unless we have agreed it in writing.
Cancellations, Rescheduling and No-Shows
If you need to cancel or reschedule, you should notify us as early as possible. Cancellations made more than 48 hours before the scheduled start time will normally not incur a charge unless non-recoverable costs have already been incurred on your behalf. Cancellations made less than 48 hours before the booking, or failure to provide access at the agreed time, may result in a cancellation fee, which may include costs for reserved labour, vehicle allocation, and administrative work.
If you are not present, cannot be contacted, or cannot provide access within a reasonable time, the job may be treated as a no-show or an aborted booking. In that case, we may charge a call-out fee, waiting time, and any reasonable costs already incurred. We are not responsible for missed appointments caused by incorrect addresses, unavailable access, or incomplete information supplied by you. If we must cancel for operational reasons, we will offer an alternative date or refund any advance payment for the cancelled portion of the booking.
Where a booking is postponed, any new date will depend on availability. A rescheduled booking may be priced differently if labour, fuel, or other service costs have changed. If a cancellation arises because the work would breach safety requirements, waste regulations, or legal restrictions, we may cancel immediately without liability for any resulting delay or inconvenience. In such cases, any refund due will be limited to amounts already paid for work not performed.
Liability and Limitations
We will carry out the service with reasonable care and skill. However, our liability is limited to losses caused directly by our proven negligence, breach of contract, or failure to exercise reasonable care. We are not liable for indirect, special, or consequential losses, including loss of earnings, loss of business, missed deadlines, emotional distress, or any loss that was not reasonably foreseeable at the time of booking, to the extent permitted by law.
Customers must ensure that fragile, valuable, or sentimental items are identified in advance. Unless we have agreed in writing to handle them under a specialist service, we do not accept responsibility for the full replacement value of fragile goods, antiques, artwork, electrical items, or goods that require specialist packing. Any claim for damage must be reported to us as soon as reasonably possible and in any event within a reasonable time after completion of the service, accompanied by evidence of the alleged damage.
Our total liability for any claim arising from a standard booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where the law requires otherwise. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. You are responsible for maintaining insurance for items of unusual value where appropriate.
Waste Regulations and Disposal Rules
Where our service includes removal, collection, or disposal of waste, both parties must comply with applicable UK waste laws and environmental requirements. Waste must be described accurately at the time of booking. We may ask you to confirm the nature, origin, and approximate volume of any waste before we accept the job. We will not collect controlled, hazardous, or unlawful waste unless we have expressly agreed to do so and are legally permitted to handle it.
You must not place prohibited waste in a general load and must disclose if any item contains batteries, oils, solvents, paint, chemicals, gas canisters, needles, asbestos, refrigeration gases, or other regulated materials. If undisclosed hazardous or restricted waste is found during loading or transit, we may stop the work, quarantine the items, and charge any additional costs arising from safe handling or lawful disposal. You may also remain liable for any regulatory consequences caused by incomplete or inaccurate disclosure.
Waste will only be disposed of at authorised facilities or by lawful routes. Where required, we may record details of the waste transfer, including the nature of the material and the source of the collection, in accordance with waste duty of care obligations. You agree to provide any information reasonably needed for compliance. If a load is contaminated with prohibited materials, we may refuse to take it, return it to you at your cost, or arrange specialist disposal where lawful and appropriate.
Customer Responsibilities and Prohibited Items
You are responsible for ensuring that the goods or waste handed over to us are lawful to transport, possess, and dispose of. You must obtain any necessary permissions from landlords, managing agents, neighbours, or local authorities if access, parking, or loading space is required. You also confirm that you have the right to dispose of any items offered as waste and that they do not belong to a third party unless that party has authorised disposal.
You must not ask us to transport stolen property, counterfeit goods, controlled substances, firearms, live ammunition, or any other prohibited or regulated items. If we reasonably suspect that any item is unlawful, unsafe, or misdeclared, we may refuse to proceed and may report the matter to the appropriate authorities where required by law. Any delay or cost arising from such refusal will be your responsibility where the issue results from your breach of these terms.
Where goods are left with us for transport, you should keep copies of any inventory, serial numbers, or relevant documents. We do not inspect every item for hidden defects, and we are not responsible for pre-existing faults, internal damage, or deterioration not caused by our handling. If you require insurance beyond our standard liability position, you should arrange suitable cover before the service takes place.
Force Majeure, Complaints and General Legal Terms
We will not be liable for failure or delay in performing our obligations where that failure is caused by events beyond our reasonable control. This includes severe weather, road closures, accidents, strikes, supply disruption, equipment failure, fire, flood, power outages, or acts of public authority. If such an event occurs, we will seek to resume the service as soon as reasonably practicable or arrange a revised date where possible.
If you have a concern about the service, you should raise it promptly so we can investigate and attempt to resolve the issue. Any claim for loss or damage should include sufficient detail to allow us to assess what happened, when it happened, and what remedy you seek. Failure to give us a reasonable opportunity to inspect the issue or mitigate the loss may affect any claim. These Terms and Conditions may be updated from time to time, but the version in force at the time of booking will normally apply to that booking.
Nothing in these terms creates a partnership, employment relationship, or agency relationship between you and us. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force. No waiver of any right or remedy shall take effect unless it is made in writing. The headings are for convenience only and do not affect interpretation. Any toleration of breach by either party does not amount to a waiver of future rights.
Governing Law
This agreement, and any dispute or claim arising from or in connection with it, 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, except where mandatory consumer law provides otherwise. By booking a service with Man and Van Ilford, you confirm that you understand and accept these terms as the basis of the service arrangement.