Terms and Conditions
Man with Van Ratcliff Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Ratcliff provides removal, transport and related services within the United Kingdom. By making a booking, using our services, or allowing our staff to carry out work at your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or other entity that makes a booking or on whose behalf a booking is made.
We, us, our means Man with Van Ratcliff.
Services means any removal, transport, loading, unloading, packing, unpacking, delivery, collection, or related services provided by us.
Vehicle means any van or other vehicle used by us in the performance of the Services.
Goods means the items, furniture, possessions, and other property in relation to which we provide the Services.
Contract means the legally binding agreement between you and us for the provision of the Services, incorporating these Terms and Conditions and any agreed quotation.
2. Service Area and Scope of Work
We provide man and van and removal services primarily within local UK areas, including collections, deliveries and property moves. Longer distance moves may be offered by agreement.
The scope of work for each job will be based on the information you provide at the time of enquiry and booking, including addresses, access details, number and type of items, and any special handling requirements. We are not responsible for any additional work or time required due to incomplete or inaccurate information.
We reserve the right to decline work that we consider unsafe, unlawful, unsuitable for transport in our Vehicle, or beyond our reasonable capabilities or resources.
3. Booking Process
3.1 Enquiries
You may request a quotation by providing details of the proposed move or delivery, including dates, locations, item quantities and any access issues. Quotations are based on the information you provide and are not binding if that information is inaccurate or incomplete.
3.2 Confirming a Booking
A booking is only confirmed when we have accepted your request for Services, provided a price or rate, and you have expressly agreed to proceed. We may confirm bookings verbally or in writing. We reserve the right to refuse or cancel bookings at our discretion, subject to the cancellation terms below.
3.3 Changes to Bookings
If you wish to change the date, time, or scope of a booking, you must notify us as early as possible. All changes are subject to availability and may result in a revised quotation. If we cannot accommodate a requested change, the original booking and cancellation terms will remain in effect unless otherwise agreed.
4. Pricing and Quotations
4.1 Basis of Charges
Our charges may be calculated on an hourly rate, a fixed job price, or a combination of both, depending on the nature of the Services. Charges may reflect travel time, loading and unloading time, waiting time, parking costs, tolls, and any additional labour or special handling required.
4.2 Quotations
Quotations are given in good faith based on the information provided by you. We reserve the right to adjust the final charge where:
The volume or nature of Goods exceeds that described at quotation stage.
Access is more difficult than advised, including stairs, narrow access, restricted parking or long carrying distances.
There are delays outside our control, such as waiting for keys, paperwork, or third parties.
Additional services are requested or required on the day, such as dismantling or reassembly of furniture, packing, or extra trips.
Any price adjustments will be explained to you as soon as reasonably practicable.
5. Payments
5.1 Payment Terms
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the move or delivery. For larger moves or commercial work, we may require a deposit or full payment in advance as a condition of confirming your booking.
5.2 Methods of Payment
We accept commonly used UK payment methods as advised at the time of booking. Cash payments, where accepted, must be made directly to our representative before or immediately upon completion of the work. You are responsible for ensuring that you have the means to pay in accordance with the agreed method.
5.3 Late or Non-Payment
If full payment is not made when due, we may:
Withhold unloading of Goods until payment is received.
Retain Goods in our possession until payment is made in full.
Charge reasonable costs for storage and additional handling while payment remains outstanding.
Take appropriate steps to recover any sums due, including the use of debt recovery procedures. You will be liable for any reasonable costs incurred by us in doing so.
6. Cancellations and Postponements
6.1 Customer Cancellations
You may cancel or postpone your booking by giving us notice. The following cancellation terms will apply, unless otherwise agreed:
If you cancel more than 48 hours before the scheduled start time, no cancellation fee is normally charged.
If you cancel within 24 to 48 hours of the scheduled start time, we may charge up to 50 percent of the estimated job value or a minimum charge.
If you cancel within 24 hours of the scheduled start time or fail to be present when we arrive, we may charge up to 100 percent of the estimated job value.
The specific cancellation fee will depend on the nature and size of the booking and any costs already incurred by us.
6.2 Our Cancellations
In the unlikely event that we must cancel or significantly change your booking due to circumstances beyond our reasonable control, such as severe weather, Vehicle breakdown, illness, accidents or legal restrictions, we will notify you as soon as possible and, where feasible, offer an alternative date or time. Our liability will be limited to any deposits or prepayments you have made for the affected booking, and we will not be responsible for any consequential losses you may incur.
7. Customer Responsibilities
7.1 Preparation of Goods and Premises
You are responsible for ensuring that:
All Goods are properly packed, secured and ready for transport, unless we have expressly agreed to provide packing services.
Items such as refrigerators and freezers are emptied, defrosted and dried, and washing machines and similar appliances are disconnected and drained.
Access to the property and any relevant parking is arranged and available at the agreed time, including any permits or permissions needed.
Fragile, valuable or special items are clearly highlighted to us in advance.
7.2 Presence and Supervision
You or an authorised representative must be present throughout the move or delivery to supervise, give instructions and sign off the work. If no one is present, we will proceed based on our professional judgement and will not be liable for any loss or damage arising from a lack of guidance.
8. Excluded and Hazardous Items
We will not carry, and you must not request us to carry, any items that are illegal, hazardous or unsuitable for transport in our Vehicle, including but not limited to:
Explosives, firearms, ammunition, weapons or similar items.
Flammable or corrosive substances, chemicals or gases.
Waste materials requiring special licences or treatment.
Live animals, plants or perishable goods likely to deteriorate.
Any items whose transport would breach applicable laws or regulations.
If such items are transported without our knowledge, we will not be responsible for any loss, damage, delay or penalties arising, and you will be liable for any costs or claims incurred by us as a result.
9. Waste and Disposal Regulations
9.1 Lawful Disposal
We operate in accordance with UK waste and environmental regulations. We will only remove and dispose of waste items where this has been agreed in advance as part of the Services and where such disposal can be carried out lawfully.
9.2 Prohibited Waste
Certain types of waste, including hazardous, clinical, electrical or regulated waste, may require specialist handling and licences. We do not collect or dispose of such waste unless explicitly agreed and legally permitted. You are responsible for checking whether items fall into regulated categories.
9.3 Fly-Tipping and Illegal Disposal
We do not permit or engage in fly-tipping or any illegal disposal of waste. If you request us to dispose of items, we will do so only at approved facilities and in compliance with relevant laws. You must not instruct or encourage our staff to dispose of items unlawfully. Any costs, fines or penalties arising from your failure to comply with waste regulations may be recovered from you.
10. Liability and Limitations
10.1 Our Duty of Care
We will exercise reasonable care and skill in handling and transporting your Goods. However, our liability is subject to the limitations and exclusions set out in this section.
10.2 Excluded Liability
We will not be liable for:
Damage to Goods caused by their defective or fragile condition, or by inadequate packing where we did not provide packing services.
Loss or damage arising from war, terrorism, acts of God, extreme weather, road closures or other events beyond our reasonable control.
Indirect or consequential losses, such as loss of profits, loss of revenue, loss of data, or loss of opportunity.
Damage to premises caused by moving large or heavy items where the risk of such damage was made clear or was reasonably apparent.
10.3 Limits on Claims
Any claim for loss or damage must be reported to us as soon as reasonably possible and in any event within 7 days of completion of the Services, unless you can show that it was not reasonably possible to report within that period. We may request evidence of loss, including photographs and receipts.
10.4 Liability Cap
To the fullest extent permitted by law, our total liability to you in respect of any Contract, whether arising in contract, tort or otherwise, shall be limited to the amount paid or payable by you for the Services under that Contract, unless otherwise required by mandatory law.
11. Access, Parking and Delays
11.1 Access and Parking
You are responsible for ensuring that adequate access is available for our Vehicle at all relevant addresses and that any necessary parking permissions or permits are arranged in advance. Any fines, penalties or additional costs incurred due to inadequate parking arrangements may be charged to you.
11.2 Delays Outside Our Control
We are not responsible for delays caused by factors outside our reasonable control, including but not limited to traffic, accidents, roadworks, weather conditions, or delays caused by third parties. Where such delays occur, we may charge for additional waiting time at our standard rates.
12. Insurance
We will maintain appropriate insurance cover for our Vehicles and public liability in connection with the Services. This does not replace or extend your own contents or home insurance. You are encouraged to ensure that your own insurance policies adequately cover your Goods during removal and transit.
13. Complaints and Dispute Resolution
If you are dissatisfied with any aspect of our Services, you should raise the issue as soon as possible so that we have an opportunity to find a resolution. We will aim to investigate and respond to complaints promptly and fairly. If a dispute cannot be resolved informally, either party may pursue their rights through the appropriate legal channels.
14. Data Protection and Privacy
We will collect and use your personal information only for the purposes of managing enquiries, bookings, delivering Services, handling payments and complying with legal obligations. We will take reasonable steps to protect your data from unauthorised access or misuse and will not sell your details to third parties. We may share necessary information with staff, subcontractors or service providers where required to perform the Services or manage our business.
15. Subcontractors
We may, at our discretion, use subcontractors or additional personnel to perform all or part of the Services. Where we do so, we will remain responsible for the performance of the Contract, subject to the limitations of liability set out in these Terms and Conditions.
16. Variation of Terms
We may update or amend these Terms and Conditions from time to time. The version in effect at the time of your booking will apply to that Contract. Any changes that materially affect your rights will be communicated as appropriate.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any Contract between you and us, are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.
18. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed severed from the remaining provisions, which will continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by us, constitute the entire agreement between you and us in relation to the Services and supersede any prior discussions, correspondence or understandings. No variation of these Terms and Conditions shall be effective unless agreed by us in writing.
