Man and Van Queen's Park Terms and Conditions

1. Introduction

These Terms and Conditions set out the basis on which Man and Van Queen's Park provides man and van, removal, collection, delivery and related services within the United Kingdom. By booking a service with us, you agree to be bound by these Terms and Conditions, which form the entire agreement between you and Man and Van Queen's Park in relation to the services supplied.

These terms are intended to be fair and transparent. If you do not understand any part of them, you should seek independent advice before booking. Your statutory rights as a consumer are not affected.

2. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Service means the man and van, removal, relocation, collection, delivery, loading, unloading, packing or related services provided by Man and Van Queen's Park.

We, us, our means Man and Van Queen's Park.

You, your means the customer who books the service, whether an individual, partnership, company or other organisation.

Goods means the items, belongings, packages or property which you ask us to move, handle, transport, store or otherwise deal with.

Vehicle means any van or other vehicle provided by us to carry out the service.

Job means a single booking for services on a specified date, time and location.

3. Scope of Services

Man and Van Queen's Park provides man and van and removal services for domestic and commercial customers, including but not limited to local moves, small household removals, furniture moves, office moves, student moves, collections and deliveries within our service area. The precise scope of each job will be agreed at the time of booking.

We reserve the right to decline to carry any goods which we reasonably consider to be dangerous, illegal, unsafe, unhygienic, excessively heavy, or unsuitable for transport in our vehicles, or which you have failed to disclose fully at the time of booking.

4. Booking Process

4.1 Booking request

You may request a booking by providing us with full details of the proposed job, including collection and delivery addresses, access details, floors, parking arrangements, goods list or approximate volume, special handling requirements and preferred date and time. All information you provide must be accurate and complete.

4.2 Estimates and quotations

Based on the information you provide, we may give an estimated price or a fixed quotation. Estimates are not binding and may be adjusted if the actual work differs from the information supplied. Fixed quotations are based on the description you provide and are subject to the assumptions and exclusions we communicate to you at the time.

4.3 Confirmation

Your booking is not confirmed until we have expressly accepted it and provided you with a booking confirmation. We reserve the right to refuse any booking request. Once confirmed, these Terms and Conditions apply to the agreed job.

4.4 Changes to bookings

If you need to change the date, time, addresses, access arrangements or scope of the job, you must notify us as soon as possible. Changes are subject to availability and may result in a revised price. If we cannot accommodate the change and you cancel, our cancellation policy will apply.

5. Access, Parking and Your Responsibilities

5.1 Access

You are responsible for ensuring that we have safe and adequate access to the collection and delivery addresses, including lifts, stairways, corridors and doorways. You must ensure that any necessary permissions are obtained from landlords, building managers or neighbours in advance.

5.2 Parking

You are responsible for arranging suitable parking for our vehicle at all relevant locations and for meeting any parking costs, permits or fees. If no suitable parking is available, we may refuse to proceed with the job or may charge for waiting time and any penalties incurred, including parking fines, which arise as a direct result of insufficient parking arrangements.

5.3 Preparation of goods

You are responsible for adequately packing, securing and labelling your goods unless we have expressly agreed to provide packing services. Fragile or high-value items must be appropriately protected and clearly identified to our staff before loading. You must remove or secure any loose parts, fixtures or fittings and ensure that appliances are disconnected, defrosted and drained.

5.4 Presence during the job

You, or a responsible representative appointed by you, must be present at the collection and delivery addresses throughout the job to provide instructions, confirm items, and sign documentation. If no one is present, we may, at our discretion, cancel or suspend the job and apply a charge for wasted time and travel.

6. Payments and Charges

6.1 Pricing structure

We may charge on a fixed price basis, hourly rate, or a combination of both, as agreed at the time of booking. Any minimum charges, travel charges, congestion charges, tolls, parking costs or additional labour charges will be explained to you when you book, where reasonably foreseeable.

6.2 Deposits

We may require a deposit to secure your booking. Deposits are typically non-refundable if you cancel outside the permitted cancellation period described in these terms, unless we agree otherwise.

6.3 Payment methods

Unless agreed otherwise in writing, payment is due in full immediately upon completion of the job or, where required, in advance. We accept common UK payment methods that we will communicate to you during the booking process. We do not accept payment by cheque unless agreed in advance.

6.4 Late payment

If payment is not made when due, we reserve the right to charge interest on overdue amounts at a reasonable commercial rate and to recover any costs incurred in pursuing payment, including enforcement and legal costs. We may also withhold delivery of goods or terminate further services until full payment is received.

6.5 Additional charges

We may apply additional charges where:

The job takes longer than the time estimated due to circumstances beyond our control or as a result of incomplete or inaccurate information provided by you.

There are additional items, floors, stops, or services not originally agreed at booking.

Waiting time arises due to delay in access, keys, paperwork, or your representative not being ready.

Special handling is required for unusually heavy, bulky or awkward items.

7. Cancellations, Rescheduling and Refunds

7.1 Your right to cancel

You may cancel or reschedule your booking by giving notice. The amount of notice required and any charges will depend on how close to the job date you cancel.

If you cancel more than 7 days before the scheduled job date, we will usually refund any deposit paid, minus any reasonable administrative costs.

If you cancel between 7 days and 48 hours before the scheduled job date, we may retain all or part of your deposit.

If you cancel less than 48 hours before the scheduled job time, fail to be present when we arrive, or do not provide necessary access, we may charge up to 100 percent of the quoted job cost to cover our time and costs.

7.2 Our right to cancel or amend

We may cancel or reschedule a booking in the event of vehicle breakdown, staff illness, extreme weather, safety concerns, legal restrictions, or other circumstances beyond our reasonable control. In such cases, we will provide as much notice as possible and offer an alternative date where feasible. Our liability to you for such cancellation is limited to any deposit or prepayment you have made for that job.

We may also cancel the service without liability if you materially breach these terms, including failure to pay, unsafe working conditions, or unreasonable behaviour towards our staff.

8. Our Responsibilities and Liability

8.1 Reasonable care and skill

We will carry out the service with reasonable care and skill, using staff and vehicles suitable for the type of removal work undertaken. We will take reasonable steps to protect your goods during handling and transit.

8.2 Exclusions of liability for certain items

Unless we have agreed in writing to accept responsibility, we are not liable for loss or damage to the following categories of goods:

Jewellery, watches, precious metals, stones and similar valuables.

Cash, securities, financial instruments and important documents.

Items of sentimental value where the loss is disproportionate to their intrinsic value.

Plants, perishable goods, food and drink.

Animals or living creatures.

Electronic data, software or digital files.

8.3 Condition of goods

We are not responsible for damage arising from pre-existing defects, wear and tear, instability, weak structures, poor assembly, or inherent vice in the goods. This includes self-assembled furniture that is not designed to be moved in its assembled state.

8.4 Limits on liability

To the fullest extent permitted by law, our total liability for loss of or damage to your goods, or for any other loss arising out of or in connection with a job, whether in contract, tort or otherwise, is limited to a reasonable amount reflecting the value of the service, unless we have expressly agreed otherwise in writing.

We are not liable for any indirect, consequential or purely economic losses, such as loss of profit, loss of opportunity, inconvenience or emotional distress.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded.

8.5 Time limits for claims

You must inspect your goods at delivery and notify our staff immediately of any apparent loss or damage. You must follow this up with written notification within a reasonable time, typically no later than seven days from the date of the job, providing full details and evidence. Failure to do so may prejudice our ability to investigate and may affect any claim.

9. Waste, Disposal and Environmental Regulations

9.1 Non-waste removal service

Our primary role is the transport of goods for removal and delivery. We are not a licensed waste carrier for general household or commercial rubbish unless we expressly state that we are acting in accordance with applicable waste carriage regulations.

9.2 Prohibited items

We do not carry or dispose of hazardous waste, including but not limited to chemicals, paint, solvents, gas cylinders, asbestos, clinical waste, flammable or explosive materials, or any item classified as hazardous under UK law. You must not present such items for carriage or disposal.

9.3 Lawful disposal

If we agree to take away unwanted items for disposal or recycling, we will do so in accordance with applicable environmental and waste regulations. You confirm that you have the right to dispose of such items and that they do not include prohibited or hazardous materials. Any charges for disposal will be confirmed in advance where reasonably practicable.

9.4 Fines and compliance

If you instruct us to dispose of items in a way that would breach legal or environmental rules, we will refuse such instruction. If we incur any penalties, charges or claims because you have presented illegal or hazardous items without disclosing their nature, you will be responsible for reimbursing us for all such costs.

10. Customer Conduct and Health and Safety

10.1 Behaviour towards staff

You agree to treat our staff with courtesy and respect. We operate a zero-tolerance policy towards abusive, threatening or discriminatory behaviour. If our staff feel unsafe, they may withdraw from the job, and we may cancel the service and apply reasonable charges for time and travel.

10.2 Health and safety

We may refuse to carry out any task that we consider unsafe, illegal, or likely to cause damage to property or injury to persons. This includes moving items through dangerously narrow spaces, over balconies, or through windows, unless we have the proper equipment and have carried out a risk assessment.

11. Insurance

We maintain insurance cover appropriate to the nature of our man and van and removal activities, as required by applicable UK law and good industry practice. This may include public liability insurance and goods in transit insurance. The existence of insurance does not extend or alter the limitations of liability set out in these terms.

For high-value items, you should ensure that you have your own adequate insurance in place, as our liability is limited. You may request information about our insurance cover before the job so that you can make an informed decision.

12. Complaints

If you are dissatisfied with any aspect of our service, you should raise the issue with our staff as soon as possible during the job so that we have the opportunity to address it immediately. If the matter is not resolved to your satisfaction, you should submit a written complaint with full details within a reasonable period. We will review your complaint and respond within a fair timescale.

13. Data Protection and Privacy

We collect and use your personal information to manage your booking, deliver the service, take payment, and communicate with you about your job. We handle personal information in accordance with applicable UK data protection laws. We do not sell your personal data to third parties. We may share information with our staff, subcontractors, payment processors and insurers where necessary to perform the service or manage any claim.

14. Subcontracting

We may use subcontractors or partner companies to carry out all or part of the service, particularly during busy periods or for jobs outside our usual operating area. Where we do so, we remain responsible for ensuring that the service is provided in accordance with these terms, unless we have clearly informed you that a separate contract will apply.

15. Events Beyond Our Control

We are not liable for delays, cancellations or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to traffic congestion, road closures, accidents, severe weather, strikes, public emergencies, mechanical breakdowns that could not reasonably be prevented, or acts of authorities. In such circumstances, we will take reasonable steps to minimise disruption and, where possible, rearrange the service.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, save that if you reside in another part of the United Kingdom, you may be entitled to bring proceedings in your local courts.

17. General Provisions

17.1 Entire agreement

These Terms and Conditions, together with the details set out in your booking confirmation, constitute the entire agreement between you and Man and Van Queen's Park in relation to the services supplied. Any other statements, promises or representations that are not set out here are not binding.

17.2 Variation

We may update these terms from time to time. The version in force at the time your booking is confirmed will apply to that job. Any variation to these terms must be agreed in writing.

17.3 Severability

If any part of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining parts shall continue in full force and effect.

17.4 No waiver

If we do not insist immediately that you do something you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not prevent us from taking steps at a later date.

By proceeding with a booking and allowing us to commence the service, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.