Terms and Conditions for Man and Van Queens Park

These Terms and Conditions set out the basis on which Man and Van Queens Park provides removal, transport, collection, delivery, and related service solutions for domestic and commercial customers. By making a booking, confirming a quote, or allowing the service to begin, the customer agrees to be bound by these terms. Please read them carefully before placing an order. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf.

These terms apply to all standard bookings, including single-item moves, multi-item transport, furniture removal, partial property moves, loading and unloading assistance, and other agreed man and van services. They are intended to describe the rights and responsibilities of both parties in a fair and practical way. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.

We may update these terms from time to time. Any changes will apply to future bookings unless we agree otherwise in writing. The version in force at the time your booking is confirmed will normally apply to that booking. If you have any questions about the scope of the service, the booking conditions, or the way charges are calculated, you should raise them before the job begins.

1. Booking Process

Bookings can usually be made by providing the details of the items, addresses, access conditions, preferred date, and any extra requirements such as dismantling, packing, stairs, parking restrictions, or waiting time. A quote may be based on the information supplied, and it is your responsibility to ensure that the information is accurate and complete. If the details change after the quote is issued, we may revise the price, timing, or vehicle requirements.

A booking is not confirmed until we have accepted it, and in some cases, received a deposit or advance payment. Confirmation may be given verbally, by message, or in writing. The service is scheduled according to availability and the information you provide. We reserve the right to refuse or cancel a booking if the work requested is unsafe, unlawful, outside our capability, or materially different from what was described at the time of booking.

The customer must ensure that someone authorised to make decisions is available at the start of the job and, where necessary, at the end of the job. If access is delayed, if keys are unavailable, or if an item cannot be collected because the site is not ready, waiting time may be charged. We may also need to amend the planned route, staffing, or vehicle size if access or loading conditions differ from the information supplied.

2. Service Standards and Customer Responsibilities

We will use reasonable skill and care in delivering the service agreed. This includes handling items with appropriate caution and working in a professional manner. However, you remain responsible for ensuring that items are adequately packed, unless packing has been specifically agreed as part of the service. Fragile items, glass, electronics, artwork, antiques, and high-value goods should be disclosed in advance and packed suitably for transit.

You must make sure that any items handed over for transport are legal to move and do not include prohibited, dangerous, or contaminated materials unless this has been expressly agreed and is lawful to do so. You are also responsible for checking that the destination can receive the goods and that parking, building access, lift use, and any permissions required have been arranged in advance. If we are delayed or prevented from completing the service because of missing permissions or incorrect information, additional charges may apply.

We may refuse to move goods that are unsafe, excessively heavy without adequate support, improperly packed, or likely to cause damage to other items or property. If a job requires special handling equipment, extra labour, or a larger vehicle, we may adjust the service and the charge accordingly. We aim to keep the process straightforward, but the final service must always remain safe, lawful, and practical.

3. Payments

Payment terms will be confirmed at the time of booking or before the work begins. We may require a deposit, full prepayment, or payment on completion, depending on the nature of the work and the availability of the vehicle and crew. Unless agreed otherwise, all invoices are payable in full on the day the service is completed. Accepted payment methods may include bank transfer, card payment, or cash where permitted.

Quoted prices are based on the information provided by you. If the facts change, for example due to extra floors, additional items, long carrying distances, waiting time, congestion, parking penalties, or extended loading, the price may change to reflect the actual work required. Any additional charges should be explained where reasonably possible before they are incurred. Where a fixed quote is given, it will usually depend on the job matching the description supplied at booking.

If payment is not made when due, we may suspend further work, retain items until payment is received, and recover reasonable costs associated with late payment, including administrative expenses and any lawful charges. Title to goods is not transferred by delivery of the service; however, this does not give us any right to act unlawfully. Any dispute about charges should be raised promptly, and undisputed amounts should still be paid on time.

4. Cancellations and Amendments

You may request to cancel or amend a booking, but any such request should be made as early as possible. Cancellations made shortly before the scheduled time may result in a charge, especially where the vehicle, labour, route planning, or other resources have already been allocated. The amount charged may depend on the notice given, the size of the booking, and any costs already incurred.

Where we need to cancel or reschedule a booking due to circumstances beyond our reasonable control, including vehicle breakdown, severe weather, traffic disruption, staff illness, or legal restrictions, we will try to give reasonable notice and offer an alternative date or time where possible. Our liability for cancellation is limited to refunding any amount paid for the cancelled portion of the service, unless otherwise required by law.

If you are not present at the agreed time, fail to provide access, or are otherwise unable to proceed, the booking may be treated as a late cancellation or a failed attendance. In such cases, we may charge for the reserved time, waiting time, and any wasted travel or labour, provided the charge is reasonable. We encourage customers to review all details carefully before confirming the service.

5. Liability and Damage

We will take reasonable care when handling your belongings and operating on your premises. However, our liability is limited to loss or damage caused by our proven negligence, breach of these terms, or failure to use reasonable skill and care. We are not liable for damage arising from pre-existing faults, inadequate packaging, inherent weakness, wear and tear, or items that are already unstable, disassembled, or unsuitable for transport.

You should inspect items before and after the service where reasonably possible. Any claim for damage or missing items should be notified as soon as practicable and in any event within a reasonable period after discovery. To help us assess a claim, you may be asked to provide photographs, purchase details, descriptions of the affected items, and other relevant information. Failure to report concerns promptly may affect the ability to investigate.

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to the foregoing, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, or any loss resulting from delays outside our reasonable control. Our total liability for a single booking will not exceed the amount paid or payable for that booking, unless a higher limit is required by law.

6. Waste Handling and Regulatory Compliance

Where the service includes removal of unwanted items, waste, or rubbish, both parties must comply with applicable UK waste regulations. We will only transport and dispose of waste where this has been agreed and where it is lawful for us to do so. Customers must accurately describe any materials for disposal, including whether they are household waste, mixed waste, reusable items, electrical equipment, or any other regulated material.

Customers must not present hazardous, toxic, clinical, explosive, pressurised, contaminated, or illegal items for removal unless we have explicitly agreed in writing and the law permits their handling. Such items may include asbestos, chemicals, solvents, paint in large quantities, gas bottles, oil, batteries, needles, medical waste, and certain electrical goods. If prohibited items are discovered during the job, we may refuse to take them, charge for the wasted attendance, and require the customer to arrange lawful disposal.

Where waste is collected, we may transfer it to authorised facilities or approved disposal routes in accordance with our obligations. You agree that ownership of waste passes to us only where lawful and only for the purpose of transport, recovery, or disposal. You remain responsible for ensuring that anything left for collection is genuinely intended for disposal and is not mistakenly mixed with goods you wish to keep. Incorrectly described waste may result in additional charges, cancellation, or referral to the relevant authorities if necessary.

7. Access, Parking, and Site Conditions

To complete the service efficiently, you must provide suitable access to the pickup and delivery locations. This includes making reasonable arrangements for parking, loading bays, permits, lift use, key collection, building entry, and any site-specific rules. If we incur fines, penalties, or additional costs because access arrangements were not properly prepared by you, you may be responsible for reimbursing those costs to the extent permitted by law.

We may decline to carry items through unsafe routes, across damaged surfaces, or in conditions that create a risk of injury or property damage. Where stairs, narrow corridors, restricted entrances, or long carrying distances are involved, we may need to adjust the scope of work or charge additional labour time. We will always seek to act reasonably and proportionately, but safe working conditions are essential.

You must also ensure that pets, children, and vulnerable persons are kept clear of the working area where necessary. If we believe that the environment is unsafe, unhygienic, or materially different from what was disclosed, we may pause or stop the job until the issue is resolved. Any resulting delay or rescheduling may be charged if caused by matters within your control.

8. Force Majeure

We are not liable for failure or delay in performing the service caused by events beyond our reasonable control. Such events may include extreme weather, road closures, accidents, strikes, government restrictions, civil disorder, fire, flood, power failure, or sudden vehicle breakdown. In these circumstances, we will use reasonable efforts to minimise disruption and to arrange a new date or time where practical.

If a force majeure event prevents completion of the booking, our obligation will generally be limited to refunding any amounts paid for the undelivered portion of the service, unless the law requires otherwise. We will not be responsible for any extra losses, accommodation costs, missed deadlines, or indirect consequences caused by the disruption.

Both parties should act reasonably if a disruption occurs. If you need the service urgently, please understand that the availability of alternative arrangements may be limited. Likewise, if we are forced to delay or suspend operations, we will try to communicate the position as soon as possible.

9. Complaints and Disputes

If you are dissatisfied with any aspect of the service, you should raise the matter promptly so that we can review it. We aim to address complaints in a fair and constructive manner, using the information available from both sides. Providing photographs, invoices, item descriptions, and a clear explanation of the issue will help us investigate more effectively.

Any dispute should first be handled informally where possible. If an agreed resolution cannot be reached, the parties may consider mediation or another suitable form of alternative dispute resolution before starting court proceedings. Nothing in this clause prevents either party from seeking urgent legal relief where necessary or from relying on statutory rights.

These terms are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any claim or dispute arising from or in connection with the service, unless mandatory consumer law provides otherwise. If any provision of these terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

General Provisions

Entire agreement: These terms, together with the confirmed booking details and any written amendments, form the entire agreement between the parties in relation to the service.

Severability: If any part of these terms is found invalid or unenforceable, that part will be removed to the minimum extent necessary and the rest will remain effective.

No waiver: A failure to enforce any right or provision does not mean that right or provision has been waived.

Acceptance of service indicates agreement to these conditions and acknowledgement that the service is provided subject to the limitations described above. Customers are encouraged to retain a copy of the confirmed booking details for reference.

Important note: Nothing in these terms is intended to exclude or limit any rights that cannot lawfully be excluded under UK law.