Terms and Conditions for Man and Van Brentford
These Terms and Conditions set out the basis on which man and van Brentford services are supplied to customers in the United Kingdom. By making a booking, you agree to be bound by the terms below. Please read them carefully before confirming any service request.
For the purposes of these terms, references to “we”, “us”, and “our” mean the moving, transport, collection, or delivery service provider operating under the man and van Brentford name. References to “you” and “your” mean the customer, the person making the booking, and any person acting on the customer’s behalf.
These terms apply to domestic and commercial services, including single-item transport, small removals, furniture movement, general van transport, and related loading and unloading work. They apply whether the booking is made by phone, email, online form, or any other accepted method. Any special arrangement must be confirmed in writing to be valid.
1. Booking Process
A booking is only confirmed when we have accepted your request and provided written or verbal confirmation of the agreed service details. A quote alone does not create a binding booking. The final price may depend on information supplied by you, including the number of items, access conditions, distance, parking, stair access, waiting time, and any additional labour required.
You must provide accurate, complete, and up-to-date information at the time of booking. If details change before the job starts, you must inform us as soon as possible. If the actual service differs from the information provided, we may revise the quotation, adjust the timing, or refuse the job where performance is no longer reasonably possible.
We may ask for photographs, inventory details, or other information to assess the workload and allocate the correct vehicle size and number of staff. Failure to disclose important information may result in extra charges, delays, or cancellation of the booking by us without liability for any resulting loss.
Booking requests are accepted subject to availability. We do not guarantee any particular vehicle, crew member, or appointment time unless expressly agreed. Arrival times are estimates and may be affected by traffic, weather, access restrictions, or earlier delays. Where we anticipate a material delay, we will aim to notify you promptly.
If the service requires parking permits, building approvals, lift reservations, or access codes, you are responsible for arranging these in advance unless we have expressly agreed to do so. Where we are unable to complete the job due to missing access permissions or unsafe conditions, the booking may still be charged in full or in part, depending on the circumstances.
Once a booking is confirmed, you are responsible for ensuring that someone authorised to make decisions is available at the collection and delivery points. If no responsible person is present and instructions cannot be obtained, we may wait, reschedule, or treat the service as a cancellation or failed attendance, depending on operational requirements.
2. Payments and Charges
Our prices are normally based on the agreed quotation, the duration of the service, mileage, volume, labour, special handling, and any additional costs reasonably incurred during the job. Charges may also apply for congestion, tolls, parking fees, waiting time, stair carries, dismantling, reassembly, or disposal services where agreed or necessarily incurred. All prices are subject to change if the booking details are materially altered.
Unless otherwise stated, payment is due immediately upon completion of the service. We may require a deposit, part payment, or full prepayment before the job starts, especially for high-value, timed, or large-scale services. We accept payment by the methods we make available from time to time, and we may refuse cashless or cash payments if they have not been agreed in advance.
If payment is not made when due, we reserve the right to charge interest and recovery costs to the extent permitted by law. Any disputed amounts must be raised promptly and in good faith. Undisputed sums remain payable by the due date even if another part of the invoice is questioned.
Additional Charges
Extra charges may apply where the job exceeds the original estimate due to circumstances outside our control or because the service requested is different from the booked service. Examples include, without limitation:
- additional collection or delivery points;
- longer loading or unloading times;
- unexpected access difficulties;
- requests to move items not declared at booking;
- waiting for keys, codes, signatures, or parking access;
- use of special equipment; and
- dealing with hazardous or restricted waste, where permitted and agreed.
Where additional charges arise, we will normally explain the reason and, where possible, provide an updated estimate before continuing. If you choose not to proceed on revised terms, we may stop the service and charge for work already completed.
3. Cancellations, Rescheduling, and Non-Attendance
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the size, nature, and timing of the booking. Cancellations made at short notice may incur a fee to cover scheduling costs, reserved staff time, vehicle allocation, and any unavoidable expenses already incurred.
If you cancel after we have started travelling to the collection point, after staff have been allocated, or after the vehicle has been dispatched, we may charge a proportion of the quoted or booked fee. If cancellation occurs after arrival, a minimum call-out or attendance charge may apply, even if no items are moved.
If you wish to reschedule, we will try to accommodate the new date and time, but this is subject to availability. A rescheduled booking may be treated as a fresh booking if the original slot can no longer be retained. Any promotional pricing or prior offer may no longer apply.
We may cancel or suspend a booking if you fail to make the property accessible, fail to provide accurate information, request unlawful or unsafe work, or do not pay any required deposit or advance amount. We may also cancel if weather, traffic, vehicle issues, or safety concerns make performance impractical or unsafe.
If we are unable to attend due to circumstances within our reasonable control, we will seek to rearrange the booking or refund any advance payment for undelivered services, subject to deductions for work already completed and non-recoverable costs where lawful.
4. Liability and Responsibility
We will exercise reasonable care and skill in performing the services. However, except where prohibited by law, we are not responsible for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, business interruption, or inconvenience arising from delay or failure to complete the service on time.
Our liability for loss of or damage to items is limited to losses caused by our proven negligence, breach of contract, or wilful misconduct. You must ensure that items are suitable for transport and are properly packed, protected, and labelled where necessary. Fragile items, electronics, glass, artwork, and antiques should be declared before the booking so that appropriate care can be planned.
If you ask us to move items that are already damaged, improperly packed, or structurally weak, you do so at your own risk unless we have agreed otherwise in writing. We are not responsible for damage resulting from pre-existing defects, ordinary wear and tear, inadequate packaging, hidden weakness, or instructions to complete a task despite warnings.
Where we provide dismantling, reassembly, lifting, or handling assistance, we will take reasonable care, but we do not guarantee the suitability of the original fittings, furniture, or fixtures. It is your responsibility to tell us about items that require specialist treatment or may be dangerous to move.
Customer Duties
You agree to:
- ensure all goods are legal to move;
- confirm ownership or authority to transport the goods;
- remove loose contents where appropriate;
- back up digital data before moving electronic devices;
- make safe or disconnect utilities only where you are qualified to do so; and
- protect floors, walls, and entry points where needed if you have special site requirements.
If your actions, omissions, or instructions cause damage or delay, you may be liable for the resulting costs, including repairs, replacement, cleaning, and additional labour.
5. Waste Regulations and Disposal
Where our service includes the removal, collection, or disposal of waste, you must ensure the waste is correctly described before the booking. Waste handling in the UK is subject to legal controls, and both parties must comply with applicable waste legislation, environmental standards, and duty of care obligations. We may refuse to handle items that are unlawful, unsafe, contaminated, or incorrectly described.
We only accept waste we are permitted and equipped to carry. This may include household waste, furniture, and limited non-hazardous materials, subject to prior agreement. We do not knowingly handle illegal waste, asbestos, clinical waste, chemicals, fuel, pressurised containers, or other regulated materials unless specifically authorised and lawfully able to do so.
You remain responsible for accurately identifying any waste handed over to us. If you conceal or misdescribe waste, you may be liable for penalties, disposal charges, and any costs or claims arising from incorrect classification. Where required, we may provide a waste transfer note or similar record, and you agree to supply any information reasonably needed for compliance.
We reserve the right to inspect items before loading and to decline any item that appears unsuitable for transport or disposal. If we reasonably believe an item may breach waste laws or pose a safety risk, we may reject it without refund for any associated waiting time or attendance costs already incurred.
6. Insurance, Claims, and Complaints
We may maintain insurance appropriate to the nature of our business, but this does not make us liable for every loss. Any claim for damage, shortage, or loss must be reported as soon as reasonably possible and, where practical, before the driver leaves the delivery location. Claims made long after completion may be harder to investigate and may be rejected where delay prejudices our ability to assess them.
To assess any claim, we may request photographs, purchase receipts, repair estimates, packaging details, or other evidence. You must take reasonable steps to minimise your loss, including checking goods upon delivery and reporting obvious issues promptly. We are not responsible for claims that arise from failure to mitigate loss or from accepting goods without raising an issue that was apparent on inspection.
If a complaint is made, we will review it in good faith and aim to resolve it fairly. Any remedy, if due, may be limited to repair, replacement, or a refund of the affected portion of the service, depending on the circumstances and to the extent permitted by law.
7. Force Majeure
We are not liable for delays, suspension, or failure to perform caused by events beyond our reasonable control. These may include severe weather, road closures, accidents, strikes, acts of government, public emergencies, illness, vehicle breakdown, or disruption to utilities or transport networks. Where possible, we will try to resume the service or arrange an alternative date.
If a force majeure event prevents completion of the service, we will not be responsible for any indirect loss arising from the disruption. Any payment for services not performed will be handled fairly, taking into account work already completed and unavoidable costs.
8. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found unenforceable, the remainder will continue in full force and effect.
Nothing in these terms affects your statutory rights as a consumer under UK law. If you are a business customer, you confirm that you have authority to enter into this agreement and that the services are being purchased for business purposes where stated.
These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless otherwise agreed in writing.