Terms and Conditions for Clapham Man And Van Services
These Terms and Conditions set out the basis on which Clapham Man And Van provides removal and transport services to customers in the UK. By making a booking, you agree to be bound by these terms, which apply to home removals, small moves, furniture transport, collection and delivery work, and related labour services. In these terms, references to “we”, “us” and “our” mean Clapham Man And Van, and references to “you” or “the customer” mean the person placing the booking or receiving the service. Please read these terms carefully before confirming any service request.
1. Scope of service We provide vehicle and labour support for moving goods from one location to another, including loading, transit and unloading where agreed. Unless expressly stated in writing, our services do not include storage, packing, disassembly, reassembly, specialist handling, or the transport of hazardous, prohibited or illegal items. Any additional work outside the original quotation may be charged separately. We reserve the right to refuse any item or task that would be unsafe, unlawful or beyond the reasonable scope of a man and van service.
2. Booking process Bookings may be requested by phone, email or through any other method we make available from time to time. A booking is only confirmed once we have accepted your request and, where required, received any deposit or prepayment agreed at the time of booking. When you make a booking, you must provide accurate and complete information about the collection and delivery addresses, access conditions, parking restrictions, the number and type of items, and any special handling needs. If the information you provide is inaccurate or changes before the service date, the price, crew size, vehicle size or timing may need to be adjusted.
All quotations are based on the details supplied by you and are valid for the period stated in the quotation or, if no period is stated, for a reasonable time only. Quotations may be revised if the scope of work changes, if waiting time is incurred, if access is more difficult than described, or if additional labour, equipment or vehicle time is needed. A quotation is not an obligation to proceed until it has been accepted by both parties. We may also decline a booking where we believe we cannot safely or practically deliver the requested service.
3. Customer responsibilities You are responsible for ensuring that goods are ready for collection at the agreed time, properly packed where packing is your responsibility, and legally suitable for transport. You must make sure that all access routes, lifts, stairs, loading points and parking arrangements can reasonably accommodate the planned work. If parking permits, loading permissions or other approvals are needed, it is your responsibility to arrange them unless we have expressly agreed otherwise. You must be present, or have an authorised representative present, at both collection and delivery unless we have agreed a different process in advance.
Where items are fragile, valuable, or of sentimental importance, you should inform us before the service begins and arrange appropriate protection, insurance or specialist handling if necessary. We may refuse to move items that are not suitably packed or that appear likely to be damaged due to insufficient preparation. We are not responsible for delays or extra charges caused by a customer’s failure to prepare the move properly, including but not limited to blocked access, missing keys, incorrect addresses, or unannounced changes to the inventory.
4. Payments Payment terms will be confirmed at the point of booking or in the quotation. Unless otherwise agreed in writing, full payment is due on completion of the service on the day of the move. We may require a deposit to secure the booking, and deposits may be non-refundable where stated at the time of booking. Accepted payment methods may include bank transfer, debit card, credit card or cash, subject to availability and our current policy. Any transaction fees, declined payment charges or bank charges caused by your payment method remain your responsibility.
Any additional charges arising during the job, including extra labour, waiting time, congestion, parking penalties, road tolls, or a change in the agreed service scope, must be paid immediately when invoiced or requested. If payment is not made on time, we may charge interest and recovery costs to the extent permitted by law. Title to any goods transported does not pass to us, but we reserve the right to retain possession of goods only where lawful and to the extent necessary to secure payment for services already provided, subject to applicable consumer law.
5. Cancellations and changes If you need to cancel or change a booking, you should notify us as soon as possible. Cancellations made outside the agreed notice period may not incur a charge, but cancellations made close to the service date may be subject to a fee to cover lost time, reserved vehicle capacity and administration costs. Any cancellation fee will be reasonable and proportionate to the likely loss we suffer. If a deposit has been taken and the cancellation falls within the non-refundable period stated at booking, that deposit may be retained in full or in part.
If you request a postponement or amendment, we will do our best to accommodate it, but changes are subject to availability and may result in a revised quotation. We may cancel or reschedule a booking where circumstances beyond our reasonable control make performance impossible or unsafe, including severe weather, vehicle breakdown, accidents, road closures, industrial action, or legal restrictions. In such cases, we will endeavour to offer an alternative date or a refund of any amount paid for the undelivered service, but we will not be liable for indirect losses caused by the cancellation or delay.
6. Delays and waiting time We will aim to arrive within the agreed time window, but arrival and completion times are estimates only unless specifically guaranteed in writing. We are not liable for delays caused by traffic, weather, access restrictions, third-party acts, or any event outside our reasonable control. If we are required to wait due to the customer not being ready, unavailable keys, building restrictions or similar issues, waiting time may be charged at our standard rate or another rate communicated at booking. Where delays materially affect the scope of work, we may amend the schedule or additional charges may apply.
Where a move cannot be completed because of the customer’s actions or omissions, including failure to provide access or payment, we may leave the site, store goods temporarily only if agreed, or return at an additional charge. In all cases, the customer remains responsible for the safety of goods until delivery is completed. We will take reasonable care to minimise inconvenience, but our ability to continue work may be limited by legal, safety or operational requirements.
7. Liability We will carry out our services with reasonable care and skill. However, our liability is limited to losses that are a foreseeable result of our breach or negligence. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to this, we are not responsible for loss or damage arising from inadequate packing, hidden defects in items, pre-existing damage, normal wear and tear, or the inherent nature of the goods being moved.
We are also not liable for loss of earnings, missed appointments, loss of business, loss of opportunity, or any indirect or consequential loss. Any claim for damage must be reported to us as soon as reasonably practicable and, in any event, within a reasonable time after delivery. Where we accept liability, our remedy may be limited to repair, replacement, or compensation up to the lower of the value of the damaged item and any contractual liability cap stated at booking, unless a higher level of cover has been agreed in writing. Customers are encouraged to arrange their own insurance for valuable or delicate goods.
8. Insurance We may maintain public liability and goods-in-transit insurance, but insurance cover may be subject to exclusions, excesses and conditions. The existence of insurance does not mean we accept responsibility for every loss or damage. You remain responsible for ensuring that your own insurance covers items of special value if required. Any claim must be supported by evidence of ownership, value, condition and the circumstances of the alleged loss or damage. If an item is not declared as fragile, high value or specially handled, any claim may be assessed on the basis that ordinary moving precautions were sufficient.
9. Waste regulations and disposal Where our service includes the removal or disposal of unwanted items, you must ensure that any waste handed to us is lawfully owned by you and may be transferred for disposal. We will only transport and dispose of waste in accordance with applicable UK waste regulations, environmental rules and duty-of-care requirements. We may refuse to remove items that are hazardous, contaminated, unlabelled, leaking, or otherwise unsuitable for lawful transport or disposal. Certain items, including electrical equipment, chemicals, paints, solvents, batteries, tyres and asbestos-containing materials, may require specialist handling and are excluded unless we expressly agree otherwise in writing.
When we collect waste, you may be asked to confirm the type and source of the waste, and to separate any items that require special treatment or recycling. You must not include controlled waste, clinical waste, illegal dumping, or materials that would place us in breach of law. If additional charges arise because the waste is mixed, misdescribed, excessive in volume, or requires a licensed facility, those charges will be passed on to you. We reserve the right to stop or decline the service if we suspect the load could breach waste law, and we may report unlawful activity to the appropriate authorities where required.
10. Prohibited and restricted items Unless agreed in advance, we do not transport explosives, firearms, ammunition, drugs, live animals, perishable goods requiring temperature control, cash, jewellery, or other high-risk items. We also do not carry items that are illegal to possess, transport or dispose of. If prohibited items are found among your goods, we may refuse the entire load, halt the service, or notify the relevant authorities if necessary. You are responsible for checking that all items handed over are lawful and safe for transport under UK law.
11. Access, parking and property conditions You must make reasonable arrangements for access to the collection and delivery points, including lift access, keys, security codes, parking space or loading bay availability, where applicable. If we incur costs due to parking charges, fines caused by the lack of adequate arrangements, or enforcement action arising from your instructions or omissions, you must reimburse those costs where lawful. You are also responsible for ensuring that the premises are safe and suitable for the work to be carried out, including sufficient lighting, clear pathways and suitable conditions for loading and unloading.
If our team believes that any access route or property condition is unsafe, they may pause or discontinue the service until the issue is resolved. This may include unstable flooring, insufficient space, obstructions, electrical hazards, aggressive animals, or any other condition likely to place persons or goods at risk. Any delay resulting from unsafe conditions may be charged as waiting time or lead to a revised service plan.
12. Complaints and dispute handling If you are dissatisfied with any aspect of the service, you should raise the issue with us as soon as possible so we can investigate and attempt to resolve it. You must provide reasonable details of the issue, including the time, location and nature of the problem. We may request photographs, delivery records or other supporting information. We will act reasonably and in good faith to reach an appropriate outcome, but no informal discussion will waive any rights or obligations under these Terms and Conditions unless confirmed in writing.
13. Force majeure We shall not be liable for any failure or delay in performing our obligations where that failure or delay results from events outside our reasonable control. Such events may include, without limitation, severe weather, fire, flood, pandemic restrictions, road traffic incidents, fuel shortages, labour disputes, acts of government, terrorism, or unexpected vehicle failure. Where a force majeure event occurs, we will use reasonable efforts to notify you and resume performance as soon as reasonably practicable. Any payment already made for services not performed may be refunded or credited at our discretion, except where non-recoverable costs have already been incurred lawfully.
14. Variation of terms We may update these Terms and Conditions from time to time. The version in force on the date of your booking will normally apply to that booking unless a later version is expressly accepted by you. No employee or subcontractor has authority to vary these terms unless the variation is made in writing and authorised by us. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. Failure to enforce any right or provision shall not constitute a waiver of that right or provision.
15. Governing law These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If you are acting as a consumer, nothing in these terms affects your statutory rights under applicable UK consumer protection legislation. By confirming a booking with Clapham Man And Van, you acknowledge that you have read, understood and agreed to these terms in full.