Man With Van Westhendon Service Terms and Conditions
These terms and conditions set out the basis on which Man With Van Westhendon provides domestic and commercial transport, removals, collection, and related handling services. By making a booking, confirming a quote, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear, fair, and practical agreement for both parties, covering the booking process, payment, cancellations, liability, waste handling, and the law that applies to the service.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider operating under the name Man With Van Westhendon. References to “you” and “your” mean the customer, hirer, or person acting on behalf of the customer. These terms apply to all standard van transport services, unless a separate written agreement states otherwise. If any part of a booking involves specialist handling, restricted access, storage, disposal, or timed delivery, additional conditions may apply and will be made clear before the job starts.
The customer is responsible for ensuring that any information supplied before booking is accurate and complete. This includes the collection and delivery addresses, access details, item descriptions, inventory estimates, property restrictions, parking arrangements, and any known risks. If the information changes after the quote or booking is made, we may revise the price, the vehicle size, the number of staff, or the service schedule. Failure to disclose relevant information may result in delays, additional charges, or cancellation of the job.
1. Booking process
The booking process begins when the customer requests a quote or service estimate. Quotes may be based on the information provided at the time of enquiry and may assume reasonable access, ordinary lifting conditions, and standard loading times. A quote is not necessarily a fixed price unless expressly stated in writing. To secure a booking, the customer may be asked to provide confirmation by email, text, or another agreed method, together with any deposit or pre-authorisation required for the service.
We may ask for details such as the number and type of items, the size of the move, floor level, lift availability, vehicle access, parking restrictions, and whether dismantling or reassembly is needed. Where the service is time-based, arrival times are estimates rather than guarantees unless a guaranteed slot has been agreed in writing. The customer should ensure someone authorised to approve the work is present at collection or delivery, or otherwise reachable during the job.
Any booking is subject to availability and our acceptance of the order. We reserve the right to refuse a booking where the request is unlawful, unsafe, impractical, or outside the scope of our services. If we identify a discrepancy between the booked description and the actual job on arrival, we may amend the scope, request an updated acceptance, or decline to proceed where safety, legality, or practicality is affected.
2. Payment terms
Payment is due in accordance with the quotation or booking confirmation. Unless agreed otherwise in advance, payment must be made on completion of the service, by the method specified before the job starts. We may request a deposit for certain bookings, particularly where the service requires vehicle reservation, extended labour, short-notice attendance, or third-party disposal arrangements. Deposits are used to secure time and resources and may be non-refundable where stated clearly at the time of booking.
Prices may be quoted hourly, by fixed fee, or as a combination of both, depending on the nature of the job. Any quoted price may exclude charges arising from additional stops, waiting time, congestion, parking costs, tolls, congestion or access charges, disposal fees, or extra labour not included in the original estimate. If the job becomes more complex than described, we will normally explain the reason for any revised charge before continuing, where reasonably practicable.
Late payment may result in suspension of further services, recovery action, or administration charges where permitted by law and where properly notified. The customer is responsible for ensuring that payment funds are available. If payment is made by bank transfer or another delayed method, the service may be treated as unpaid until cleared funds are received. We may retain goods, where lawful and reasonable, until outstanding amounts are settled, subject to any statutory rights and obligations.
3. Cancellations, postponements, and amendments
The customer may cancel or reschedule a booking by giving notice as early as possible. The amount payable on cancellation may depend on the notice period, the type of booking, and whether any costs have already been incurred. If a booking is cancelled after the vehicle or crew has been allocated, or if we have already commenced travel or preparation, a cancellation charge may apply to cover time, fuel, scheduling loss, or other direct costs.
If the customer is not ready at the agreed time, or if access is not available, we may treat the job as a late cancellation or failed attendance. Examples include no one being present to authorise the work, elevators being unavailable when previously advised as available, routes being blocked, or the collection point being inaccessible due to unreported obstacles. In such cases, waiting time or a return visit may be chargeable.
We may reschedule or cancel a booking where circumstances beyond our reasonable control prevent performance. This may include severe weather, traffic disruption, vehicle breakdown, staff illness, legal restrictions, or safety concerns. Where we cancel for reasons within our control, we will seek to offer an alternative date or a refund of any unused amount already paid for the affected service. No further compensation will be payable unless required by law.
Amendments to the scope of work should be requested as soon as possible. A change in item list, property access, route, timing, or delivery instructions may affect the quoted price and available staffing. We are not obliged to accept changes that materially alter the nature of the job, but we will act reasonably and in good faith when considering any amendment. Any agreed changes should ideally be confirmed in writing.
4. Liability and customer responsibilities
We will take reasonable care when loading, transporting, and unloading items, but our liability is limited to the extent permitted by law. We are not responsible for losses arising from inaccurate information supplied by the customer, unsuitable packing, pre-existing damage, hidden defects, or items that were not identified before the job started. The customer should ensure that fragile, valuable, or personal items are suitably protected and disclosed where relevant.
Where we are asked to move furniture or appliances, the customer should confirm that the items can be safely handled and that any necessary disconnections, defrosting, draining, or preparation have been completed in advance unless we have expressly agreed to do so. We may refuse to handle items that are unsafe, excessively heavy for the access conditions, or likely to cause injury or damage. Any refusal made for safety reasons will not usually create a right to compensation.
We are not liable for indirect or consequential losses, including loss of earnings, missed appointments, loss of business, or emotional distress, unless such liability cannot be excluded by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Our maximum liability, where legally permitted, will generally be limited to the amount paid for the specific service giving rise to the claim.
The customer is responsible for securing parking permissions, access arrangements, and any building approvals required for the service. If parking is unavailable and a fine, penalty, or additional charge is imposed as a result of the customer’s failure to arrange suitable access, the customer may be responsible for those costs. The same applies where restricted access, incorrect directions, or misleading instructions cause delay or additional expense.
Any claim for loss or damage must be reported as soon as reasonably possible after the event and, in any case, within a reasonable period. The customer should provide supporting details, including photographs where relevant, so that we can investigate properly. We may decline a claim if the item was already damaged, inadequately packed, improperly declared, or handled in a way that the customer instructed against our advice.
5. Goods handling, packing, and excluded items
Unless otherwise agreed, the customer is responsible for packing, labelling, and protecting goods. We may provide basic loading and unloading assistance, but we do not guarantee the condition of poorly packed items, unsecured contents, or items packed by the customer without suitable protection. Breakable goods, electronics, artwork, mirrors, and high-value possessions should be packed carefully and brought to our attention before the job begins.
Certain items may be excluded from transport if they are unsafe, illegal, hazardous, or likely to contaminate or damage the vehicle. Examples may include flammable substances, compressed gases, corrosive materials, leaking containers, asbestos, firearms, or items prohibited by law. We may also refuse to move live animals, perishables, or goods that require special permits unless separate arrangements have been made and accepted in writing.
We reserve the right to inspect items and refuse any that are concealed, dangerous, or materially different from the description supplied during booking. If prohibited or undeclared materials are discovered after loading has begun, we may stop the service and require the customer to remove the items immediately. Any costs caused by undisclosed hazards may be charged to the customer, subject to legal limits.
6. Waste, disposal, and environmental compliance
Where our service includes waste removal, disposal, or clearance, the customer must understand that UK waste regulations apply. We only transport or dispose of waste in accordance with applicable law and any required licensing, registration, or transfer procedures. The customer must not ask us to dispose of controlled, hazardous, or unlawful waste unless this has been expressly agreed and can be handled lawfully through the correct channel.
The customer is responsible for describing waste accurately before the job. Mixed loads, electrical items, mattresses, white goods, and construction debris may attract separate handling or disposal charges. We may request information about the origin, composition, and volume of waste to ensure compliance with duty of care obligations. If waste is misdescribed or contains prohibited materials, we may refuse collection or apply additional charges if lawful and necessary to manage the load safely and legally.
We do not permit fly-tipping, unlawful dumping, or disposal at unauthorised locations. When waste is removed, it may be transferred only to authorised facilities or processors. If the customer asks for waste to be left at a specific location, the customer must confirm that the location is lawful and permitted for that purpose. Any instruction that would require us to break environmental law will be refused.
7. Force majeure, delays, and service interruptions
We are not responsible for delays or failure to perform caused by events beyond our reasonable control. These may include accidents, road closures, extreme weather, strikes, public emergencies, sudden legal restrictions, or breakdowns not caused by our negligence. In such cases, we will aim to communicate the position as soon as reasonably possible and agree a revised plan where practical.
Where service performance is interrupted by circumstances beyond our control, we may pause, re-route, postpone, or cancel the affected part of the job. If it is no longer possible to complete the service within a reasonable time, any amount already paid will be dealt with fairly, taking into account work already performed and costs already incurred. Neither party will be treated as in breach for failure caused solely by such events.
We may also stop work if continuing would present a risk to health, safety, equipment, or property. Examples include unstable loads, unsafe weather conditions, aggressive behaviour, or sudden access problems. In those situations, our staff may leave the site and return only if a safe continuation is possible. Additional charges may apply for wasted attendance where the issue arose from the customer’s side.
8. Governing law and general provisions
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have jurisdiction, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
No waiver of any term will be effective unless agreed in writing. A failure by us to enforce any part of these terms on one occasion does not mean that we waive the right to enforce it later. These terms, together with the booking confirmation and any agreed written variation, form the entire agreement between the parties in relation to the service, unless a separate contract states otherwise.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Man With Van Westhendon service terms. We aim to provide a reliable, lawful, and transparent service, and these conditions are designed to support that aim while protecting both the customer and the business. If a term needs to be interpreted, it should be read in a way that is consistent with the overall purpose of the agreement and applicable UK law.