Terms and Conditions for Man With Van Hatton

These Terms and Conditions set out the basis on which Man With Van Hatton, referred to in this document as the Company, provides moving, transport, collection, and related van services to residential and commercial customers. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These conditions apply to all bookings, whether made by phone, email, online enquiry, or any other accepted method. They are intended to create a clear understanding of the service, the responsibilities of both parties, and the standards that will apply throughout the moving process.

The Company provides a variety of services, including local and longer-distance transport, item collection and delivery, loading and unloading assistance, and associated labour where agreed in advance. The customer must ensure that any instructions provided are accurate, complete, and given in good time. If any information changes after booking, the customer must notify the Company as soon as possible. Failure to do so may affect timing, vehicle allocation, pricing, and the overall performance of the service.

The Company aims to deliver a professional van service with reasonable care and skill, but it is the customer’s responsibility to make sure that the service requested matches their requirements. If the customer is unsure whether a specific item, location, access point, or task can be handled, they should raise this before the booking is confirmed. The Company may decline a booking or revise the price if the information supplied is incomplete, misleading, or materially different from the circumstances found at the time of service.

Booking Process

How bookings are made

Bookings for man with van services are accepted subject to availability and confirmation by the Company. A booking is not confirmed until the Company has acknowledged the request and, where required, received any deposit or advance payment. The customer should provide details including the collection and delivery addresses, dates and times, item types, access conditions, number of floors, lift availability, parking restrictions, and any special handling requirements. The Company may rely on this information when pricing and scheduling the job.

During the booking process, the Company may ask questions to assess the amount of labour, vehicle size, and time needed. Estimates may be provided before a final price is agreed. Any estimate is based on the information available at that time and may be adjusted if the scope of work changes. The Company reserves the right to refuse or amend a booking if the job is unsafe, unlawful, beyond the vehicle’s capacity, or otherwise unsuitable.

Customers must ensure they have authority to arrange the service for the relevant premises and items. If parking permits, building access permissions, or site-specific approvals are required, the customer is responsible for obtaining them unless the Company has expressly agreed otherwise. Delays caused by missing access arrangements may result in waiting charges, rescheduling, or cancellation fees.

Payments

All charges will be communicated as clearly as reasonably possible before the service begins. Payment terms may vary depending on the type of job, booking size, distance, and any additional labour or disposal requirements. Unless agreed otherwise in writing, payment is due on completion of the service and must be made using the method accepted by the Company. The Company may require a deposit, especially for larger bookings, advance reservations, or work involving vehicles and staff being reserved for a specific time slot.

If the customer requests additional services on the day, such as extra loading, more stops, extended waiting, or additional disposal work, these may be charged separately. The final invoice may include costs arising from unexpected access difficulties, additional time on site, tolls, parking fees, congestion-related charges where applicable, or other agreed expenses incurred in providing the service. Any dispute about an invoice must be raised promptly and must not be used as a reason to delay payment of undisputed sums.

If payment is not made on time, the Company reserves the right to charge reasonable recovery costs, suspend future services, and take lawful steps to recover the debt. The Company may also retain possession of items where permitted by law until payment is received, provided such retention is exercised fairly and in line with applicable legal obligations. Customers should keep evidence of payment for their records.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving notice as soon as possible. Cancellation fees may apply depending on the amount of notice provided, the length of the booking reserved, whether staff or vehicles have already been allocated, and whether the Company has incurred non-recoverable costs. A short-notice cancellation may result in a charge reflecting lost time and resources.

If the customer is not ready at the agreed time, or if access is not available, the Company may treat the booking as cancelled or delayed and may charge waiting time or a failed attendance fee. In cases where the customer fails to appear, fails to provide accurate information, or does not permit safe completion of the work, the Company may leave the site and charge for time already spent and any costs incurred. The Company will act reasonably in deciding whether a booking should be rescheduled or cancelled.

The Company may cancel or postpone a booking due to circumstances beyond its control, including severe weather, vehicle breakdown, staff illness, road closures, unsafe conditions, or legal restrictions. Where possible, the Company will inform the customer promptly and may offer an alternative time. The Company will not be responsible for indirect losses arising from a lawful cancellation or delay caused by events outside its reasonable control.

Service Standards and Customer Responsibilities

The Company will use reasonable care and skill when carrying out the work. However, the customer is responsible for ensuring that items are properly packed, secured, and suitable for transport unless packing assistance has been specifically agreed. Fragile items, valuables, documents, cash, jewellery, and irreplaceable goods should be declared in advance if they are to be handled at all. The Company may refuse to move items that are dangerously packed, unstable, leaking, or likely to cause injury or damage.

Customers should ensure that floors, walls, door frames, and access routes are clear and suitable for moving items. The Company may move goods through premises at the customer’s request, but the customer accepts that minor marks or scuffs can occur during normal handling in confined spaces. Any existing damage, restricted access, or unusual hazards should be pointed out before the service begins. The customer should also ensure that pets, children, and bystanders are kept away from the working area where possible.

If the customer asks the Company to dismantle or reassemble furniture, disconnect appliances, or handle specialist equipment, the Company will only do so if it has agreed to that task and considers it safe and appropriate. The customer remains responsible for ensuring that appliances are disconnected, defrosted, and made ready for transport unless the Company expressly agrees to do this. The Company is not responsible for hidden defects, pre-existing faults, or damage caused by unsuitable preparation.

Liability

The Company shall not be liable for loss or damage caused by inaccurate information supplied by the customer, inadequate packing, hidden defects, insecure loading requested by the customer, or failure to follow reasonable instructions. Where liability applies, it will be limited to direct loss only and will not extend to indirect or consequential losses such as loss of earnings, missed deadlines, business interruption, or loss of profit, except where such exclusion is not permitted by law.

The Company does not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. For damage claims, the customer must notify the Company within a reasonable time and provide evidence of the alleged loss. The Company may inspect any damaged item before agreeing responsibility or settlement.

Any compensation, if due, will be assessed fairly and may take into account age, condition, repairability, and the circumstances of the incident. The Company may choose to repair, replace, or provide a reasonable financial settlement at its discretion, subject to legal obligations. The customer must take reasonable steps to minimise loss after any incident and must not dispose of damaged items before giving the Company a fair opportunity to assess them.

Waste Regulations and Disposal

Where the service involves removal or disposal of waste, the customer must ensure that the waste is described accurately and lawfully. The Company will only transport, collect, or dispose of waste in compliance with applicable UK waste regulations and must not be asked to move controlled, hazardous, unlawful, or dangerous waste unless it is properly declared and the Company is authorised to handle it. The customer remains responsible for the lawful description and classification of waste presented for collection.

The Company may request information about the source, type, and contents of waste before accepting a collection. If waste is found to contain prohibited items, clinical waste, chemicals, asbestos, pressurised containers, electrical items requiring special handling, or other regulated materials not previously disclosed, the Company may refuse collection or may charge additional costs for lawful handling where permitted. The customer must not conceal restricted materials within general waste.

Where waste is collected, the customer agrees that the Company may arrange lawful transport, transfer, recycling, or disposal through appropriate facilities and channels. The customer may be asked to confirm that they are the lawful owner or authorised party for the waste being removed. The Company will keep records where required by law and expects customers to cooperate with any reasonable compliance checks. Illegal dumping, fly-tipping, or unauthorised disposal is strictly prohibited.

Insurance, Force Majeure, and Legal Provisions

The Company may maintain insurance appropriate to the nature of its services, but the existence of insurance does not change these Terms and Conditions or create any broader obligation than is stated here. Customers are encouraged to arrange their own insurance where they consider it necessary, especially for high-value or fragile items. The customer remains responsible for reviewing whether the level of cover available is suitable for the goods being moved.

The Company will not be in breach of these terms where failure or delay is caused by events beyond its reasonable control, including but not limited to extreme weather, accidents, road closures, industrial action, emergencies, government action, or equipment failure not caused by negligence. In such circumstances, the Company may suspend performance, rearrange the booking, or cancel where necessary and reasonable.

These Terms and Conditions may be updated from time to time. The version in force at the time of booking will normally apply, unless a newer version has been agreed in writing or is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure by the Company to enforce a right shall be treated as a waiver of that right.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where another jurisdiction is required by law. Customers should note that nothing in these terms affects their statutory rights.

By placing a booking with Man With Van Hatton, the customer confirms acceptance of these terms and agrees to cooperate in good faith so that the service can be completed safely, efficiently, and in line with the agreed arrangement. The customer also confirms that they have authority to enter into the booking and that all information supplied is true, complete, and accurate to the best of their knowledge.

These terms are intended to provide a fair and practical framework for all parties. If there is any inconsistency between a specific written agreement and these Terms and Conditions, the specific written agreement will apply to the extent of that inconsistency. Otherwise, these terms shall remain the full contractual basis for the service provided by the Company.