Man with Van Hatton Service Terms and Conditions

These Terms and Conditions set out the basis on which Man with Van Hatton provides removal and related transport services. By making a booking, paying a deposit, or allowing our team to begin work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

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

Customer means the individual or business who requests or uses our services.

Services means any removal, transport, loading, unloading, packing, furniture moving, or related service provided by Man with Van Hatton.

Vehicle means any van or vehicle used by us to carry out the Services.

Goods means any items, belongings, furniture, boxes, equipment or property handled, transported or stored in connection with the Services.

Contract means the agreement between you and Man with Van Hatton for the provision of the Services, incorporating these Terms and Conditions and any written quotation or confirmation issued by us.

2. Scope of Services

Man with Van Hatton provides man and van services including household moves, small removals, student moves, office and commercial removals, local transport of goods and related assistance. The specific scope of your service, including date, time, locations, estimated duration, and any special requirements, will be confirmed at the time of booking where reasonably possible.

We reserve the right to refuse to carry any Goods that, in our reasonable opinion, are unsafe, illegal, excessively heavy, hazardous, or unsuitable for transport in our Vehicles.

3. Booking Process

All bookings are subject to availability and are not confirmed until we have provided explicit confirmation. You may request a quotation by providing accurate details of the locations, access conditions, type and quantity of Goods, required date and time, and any special requirements.

Any quotation provided is based on the information you supply. If that information is inaccurate or incomplete, we reserve the right to amend or withdraw the quotation, adjust the price, or refuse to proceed with the Services. Quotations are normally given on either a fixed price basis or an hourly rate basis, which will be clearly stated at the time of booking.

You are responsible for ensuring that all booking details are correct. This includes addresses, access instructions, parking information, dates, times, and any specific requirements. If you notice any errors, you must inform us as soon as possible so that we can amend the booking, subject to availability.

We may request additional information or photographs of access points, stairways, lifts, or specific items to assess the practicality and safety of carrying out the Services. Providing this information helps us to plan appropriately and minimise the risk of delays or additional charges.

4. Access and Parking

You must ensure that there is suitable access for our Vehicle at both the collection and delivery locations. This includes arranging any necessary parking permits or authorisations where required by local regulations. If safe and legal parking is not available, we may be unable to complete the Services, or additional charges may apply for time spent locating parking or for any penalties incurred.

You are responsible for any parking charges and penalties that arise directly from your failure to provide accurate information or obtain required permissions. We accept no liability for delays arising from access issues, including narrow roads, restricted entry, or unexpected obstacles.

5. Customer Responsibilities

You are responsible for adequate preparation of the Goods before our arrival unless we have expressly agreed to provide packing or dismantling services. This includes securely packing items in appropriate containers, labelling fragile items, dismantling large furniture where necessary, and ensuring that all Goods are ready to be moved at the agreed time.

You must ensure that children, pets, and other occupants are kept at a safe distance while work is being carried out, so that our staff can operate safely and efficiently. You must also ensure that floors, stairways, and access routes are clear and safe to use.

It is your responsibility to check that all items have been loaded and unloaded as required. We are not responsible for returning to a property to collect items left behind unless this has been agreed in a new booking, which may incur additional charges.

6. Payments and Charges

Our charges may be calculated either on a fixed price basis or an hourly rate basis. The method will be confirmed when you make the booking. Any estimated or fixed price is based on the information you provide at the time of quotation.

We may require a deposit or full payment in advance to secure your booking. The balance, if any, is normally due on completion of the Services on the same day, unless we have agreed alternative payment terms in writing.

Payment must be made using an accepted payment method as communicated at the time of booking. Failure to pay on time may result in interest being charged on the outstanding amount at a reasonable rate permitted by law, and we may withhold delivery of Goods until payment is received in full.

Additional charges may apply where:

Access is more difficult than described or involves extra flights of stairs, long carries, or delays in gaining entry.

The volume or weight of Goods exceeds that stated in the original quotation.

Waiting time is incurred due to delays not caused by us, such as unprepared Goods, keys not being available, or issues with keys or paperwork.

The work required differs from or is greater than that originally agreed, including additional pickups or drop-offs.

Any such additional charges will be calculated on our standard rates and are payable on the same terms as the original booking.

7. Cancellations and Amendments

You may cancel or amend your booking by giving us as much notice as reasonably possible. Cancellation terms will depend on the notice period you provide.

If you cancel with reasonable advance notice, we will usually waive or reduce any cancellation fee, subject to our discretion and any specific terms agreed at the time of booking. If you cancel at very short notice, particularly on the day of the move or when our Vehicle is en route, we reserve the right to charge a cancellation fee up to the full quoted amount.

If you wish to change the date, time, or scope of the Services, we will attempt to accommodate your request, but this will depend on availability. Amendments that materially change the scope of work may result in an adjusted quotation.

We reserve the right to cancel or postpone a booking in the event of circumstances beyond our reasonable control, such as extreme weather, Vehicle breakdown, illness, accidents, or other events that make it unsafe or impracticable to carry out the Services. In such cases, we will seek to reschedule the Services at a mutually convenient time, and our liability will be limited to any fees already paid for the affected booking.

8. Liability for Loss or Damage

We will exercise reasonable care and skill in handling, loading, transporting, and unloading your Goods. However, our liability is subject to the limitations set out in this section.

We are not liable for loss or damage arising from:

Goods that have not been properly packed by you or a third party.

Fragile or high value items that have not been disclosed or adequately protected.

Damage to Goods where pre-existing defects or weaknesses were present.

Loss or damage caused by your instructions against our advice, or by your acts or omissions.

Loss of value, wear and tear, minor scratches, or cosmetic damage that does not affect the functionality of the item.

We will not be liable for any purely financial loss, loss of profits, loss of business, or any indirect or consequential losses, even if advised of the possibility of such loss.

Any claim for loss or damage must be notified to us in writing as soon as reasonably possible and in any event within a reasonable time of the completion of the Services. You must provide details of the alleged loss or damage and reasonable evidence to support your claim.

Our total liability for any claim arising out of or in connection with the Services will be limited to a reasonable amount having regard to the nature of the Goods and the charges paid for the relevant booking, subject always to any non-excludable rights you may have under applicable consumer protection legislation.

9. Excluded and Prohibited Items

You must not ask us to transport any items that are illegal, hazardous, explosive, highly flammable, perishable, or otherwise unsuitable for carriage in a standard removal vehicle. This includes, but is not limited to, cash in high amounts, jewellery of very high value, precious metals, confidential documents, firearms, gas cylinders, fuel, chemicals, or any items that could present a health and safety risk.

If such items are transported without our knowledge, we will have no liability for any loss, damage, or consequences arising, and you agree to indemnify us for any loss, damage, or penalties we may incur as a result.

10. Waste and Disposal Regulations

Man with Van Hatton operates in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and cannot remove or dispose of household waste, construction rubble, hazardous materials, or any waste items that require specialist handling, unless specifically agreed as part of a separate service that complies with relevant regulations.

You must not request us to dispose of items unlawfully or in a way that breaches environmental or waste laws. Any removal of unwanted items must be discussed and agreed in advance, and may be subject to additional charges. We reserve the right to refuse to remove or dispose of any items we reasonably believe constitute controlled waste or hazardous materials without the appropriate licence or arrangements.

Where we agree to take away unwanted items, they will be treated as goods you have expressly surrendered for disposal, resale, or recycling, and you will no longer have any claim over them. We will handle such items responsibly and in line with applicable laws.

11. Delays and Events Beyond Our Control

We will make reasonable efforts to adhere to agreed dates and times, but these are estimates and cannot be guaranteed. Traffic, weather, road closures, accidents, Vehicle problems, or other circumstances may cause delays. We are not liable for any loss or inconvenience resulting from delays beyond our reasonable control.

If a delay arises due to your acts or omissions, such as not being ready at the agreed time, not providing access, or not having keys available, we may charge for waiting time or additional time required to complete the Services.

12. Insurance

Man with Van Hatton maintains appropriate business and motor insurance as required by law. This may not replace your own contents or business insurance. You are strongly advised to maintain your own insurance cover for your Goods during transit and handling, especially if they are of high value or particular sensitivity.

Any insurance provided through us, if available, will be subject to the specific terms, conditions, and exclusions of the relevant policy. These will be made available on request where applicable.

13. Complaints

If you are dissatisfied with any aspect of our Services, you should raise the issue with us as soon as possible so that we have the opportunity to investigate and, where appropriate, rectify the problem. We aim to handle complaints fairly and promptly, and may ask you to provide written details and any supporting evidence.

14. Personal Data

We will collect and use your personal information only for the purposes of managing your booking, providing the Services, processing payments, and communicating with you. We will take reasonable steps to keep your information secure and will not share it with third parties except where necessary to perform the Contract, comply with legal obligations, or with your consent.

15. Variation of Terms

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your Contract. Any significant changes will normally be notified on our website or made available on request.

16. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be removed or limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

17. Governing Law and Jurisdiction

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

You and Man with Van Hatton agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, except where consumer protection legislation gives you the right to bring proceedings in another jurisdiction.

By making a booking or using our Services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.