UK Service Terms and Conditions for Man And Van Dagenham

These Terms and Conditions set out the basis on which Man and Van Dagenham, Man and Van services in Dagenham, and related moving, transport, collection, and delivery services are provided to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which apply to domestic moves, single-item transport, light removals, furniture collection, and similar services arranged through our service process. These terms are designed to provide clarity on pricing, scheduling, responsibilities, and legal obligations, and they should be read carefully before confirming any job.

1. Booking Process
The booking process begins when a customer provides details of the requested service, including the collection and delivery locations, the type and quantity of items, access conditions, preferred date and time, and any special handling requirements. A quotation may be given based on the information supplied. If the customer accepts the quotation, the booking will be confirmed only once the relevant deposit, advance payment, or written confirmation has been received, where applicable.

Customers must ensure that all information supplied at the time of booking is accurate and complete. If the service changes after confirmation, including changes to item volume, parking arrangements, property access, stairs, lift availability, or waiting time, the price and timing may be adjusted accordingly. The service provider reserves the right to revise the quotation if the actual work differs materially from the description initially provided. A booking may also be subject to vehicle availability, staff allocation, and reasonable operational limits.

2. Service Scope and Customer Duties
Our services are intended for lawful transport and removal activities only. The customer is responsible for ensuring that items are ready for loading at the agreed time, safely packed where appropriate, and accessible for collection. The customer must provide any necessary permissions for entry, parking, or use of loading areas. Where permits, building approvals, concierge arrangements, or site restrictions are required, it is the customer’s responsibility to secure them in advance unless otherwise agreed in writing.

Customers must not include prohibited, hazardous, illegal, or restricted items without prior written agreement. These include, but are not limited to, flammable substances, explosives, pressurised containers, corrosive chemicals, live animals, perishable waste, and items that are illegal to possess or transport. If prohibited goods are presented for transport, the service may be refused without refund, and any associated costs, delays, or penalties may be charged to the customer.

3. Timing, Delays, and Access Conditions
We aim to arrive within the agreed time window, but all times are estimates unless expressly stated otherwise. Delays may occur due to traffic, weather, road restrictions, unforeseen vehicle issues, or access problems at either address. If the customer is not present, or if access is not available when the team arrives, waiting charges may apply. Reasonable attempts will be made to contact the customer, but the service provider is not liable for losses arising from delays outside its control.

4. Payments and Charges
Unless otherwise agreed, payment is due upon completion of the service before or at the time of unloading, by the payment methods accepted at the time of booking. Some services may require a deposit or full prepayment to secure the appointment. All prices are quoted in pounds sterling and may be based on hourly rates, fixed fees, mileage, labour time, or a combination of these factors. Additional charges may apply for stairs, heavy items, long carries, waiting time, parking fees, congestion-related costs, out-of-hours work, additional stops, or extra labour requested on the day.

Any estimate provided before the job is completed is not a final invoice unless explicitly stated. If the actual service takes longer or requires more resources than expected due to circumstances beyond the service provider’s control or because of inaccurate customer information, the final price may be adjusted to reflect the additional work. Where a customer disputes an amount due, they must still pay the undisputed balance promptly. Late or failed payments may result in recovery action and any reasonable costs of collection.

5. Cancellations and Amendments
The customer may request to cancel or amend a booking, but cancellation fees may apply depending on the notice period and the arrangements already made. If the customer cancels at short notice, particularly after the vehicle or staff have been allocated, a proportion of the fee may be retained to cover lost time and administrative costs. Where a deposit has been paid, it may be non-refundable in whole or in part, unless otherwise required by law or expressly agreed in writing.

6. Liability and Loss
The service provider will exercise reasonable care and skill in performing the work. However, liability is limited to losses directly caused by proven negligence or breach of these terms. We are not responsible for indirect, consequential, or economic losses such as loss of profits, loss of opportunity, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Customers are responsible for adequately protecting fragile, valuable, or sentimental items unless we have expressly agreed in writing to pack or handle them using specialist methods. Where items are packed by the customer, we are not liable for damage resulting from inadequate packing, pre-existing weakness, hidden defects, or inherent fragility. It is the customer’s duty to point out items that are especially valuable, unusually heavy, awkward, or delicate before loading begins.

7. Damage, Claims, and Inspection
Any claim for loss or damage must be reported as soon as reasonably practicable and, in any event, within a reasonable time after delivery. The customer should inspect items promptly on completion of the service. We may ask for photographs, evidence of the condition before and after the job, and reasonable details of the alleged loss. The service provider may inspect the goods, packaging, and access route before accepting liability. Claims made long after completion may be harder to verify and may be declined where delay has prejudiced a fair investigation.

8. Waste Regulations and Waste Handling
Where the service involves the collection, transport, or disposal of waste, all applicable UK waste regulations must be followed. The customer must accurately describe the waste type in advance and must not place hazardous, clinical, electrical, contaminated, or restricted waste into a load without prior agreement. The customer warrants that any waste presented for removal is lawful to collect and that they have the right to arrange its transfer.

Waste may only be transported to lawful facilities or transferred to appropriately authorised parties. If waste transfer notes, duty of care records, or other documentation are required, the customer agrees to provide truthful and complete information. The service provider may refuse any item or load that appears unsafe, improperly described, or non-compliant with waste rules. If illegal or controlled waste is discovered after collection, the customer may remain responsible for all resulting costs, disposal fees, penalties, or regulatory consequences to the extent permitted by law.

9. Unlawful, Unsafe, or Refused Items
We reserve the right to refuse to load or carry any item that our team reasonably believes to be unsafe, unlawfully held, improperly prepared, or likely to damage the vehicle, property, or other goods. This includes items that are too heavy for safe manual handling without suitable equipment, items that require specialist packaging, or items that create a health and safety risk. If a refusal occurs because the customer has not disclosed relevant information, the booking may still be charged in full or in part.

10. Customer Property and Preparation
The customer must ensure that items are disconnected, defrosted, emptied, and prepared for transport where relevant, including white goods, appliances, and furniture. We are not responsible for disconnecting gas, electrical, plumbing, or specialist fittings unless expressly agreed and lawfully permitted. The customer must also ensure that entrances, corridors, and loading areas are reasonably clear. If additional labour is required to move items through restricted spaces, the charge may be increased accordingly.

11. Force Majeure
Neither party will be liable for failure or delay caused by events outside reasonable control, including severe weather, fire, flood, strike, road closure, accident, government action, epidemic restrictions, or interruption of utilities. If such an event makes performance impossible or impracticable, the booking may be rescheduled or cancelled without liability for resulting delay, except for payments already due for work completed or non-recoverable costs lawfully incurred.

12. Data, Records, and Communications
For operational purposes, the service provider may retain booking details, service records, payment information, and communications relevant to the job. These records are used to manage the service, process transactions, handle queries, and comply with legal obligations. Customers should keep copies of any written confirmations, quotations, and receipts. Communications made by email, text, or other written form may be relied upon as evidence of the agreed service terms unless clearly superseded by later written agreement.

13. Termination and Suspension
We may suspend or end a service immediately if the customer breaches these terms, fails to make payment, provides false information, behaves abusively, or creates an unsafe working environment. If the service is terminated for such reasons, any fees for work already undertaken, travel, waiting, or costs incurred may remain payable. In cases where completion is prevented by the customer, the service provider may withdraw from the site for safety reasons and treat the booking as cancelled by the customer.

14. Complaints and Resolution
If a customer is dissatisfied with any aspect of the service, the issue should be raised promptly so that it can be investigated while the facts are fresh. We may request supporting information and will aim to resolve legitimate concerns fairly and reasonably. Any agreed remedy may depend on the nature of the issue, the evidence available, and the extent of any actual loss. Nothing in this section affects the customer’s statutory rights.

15. Governing Law and Jurisdiction
These Terms and Conditions, and any non-contractual 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 the customer is a consumer resident in Scotland or Northern Ireland and applicable law gives them rights to bring proceedings elsewhere. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

In using Man and Van Dagenham services, the customer confirms that they have read, understood, and agreed to these terms, including the rules on booking, payment, cancellation, liability, waste handling, and governing law. These terms form the basis of the agreement between the customer and the service provider and are intended to be fair, practical, and consistent with UK consumer and transport requirements.