These Terms and Conditions set out the basis on which Man And A Van Putney provides moving, collection, delivery, and related transport services to customers in the UK. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. For the purposes of this document, references to we, us, and our mean the service provider, while you and your mean the customer, or the person authorised to arrange the service on the customer’s behalf.

Our services are designed to be flexible and practical, covering a wide range of domestic and commercial transport tasks. This may include single-item moves, small relocations, furniture transport, collections from stores or storage facilities, and other lawful carriage work agreed in advance. These terms apply whether the booking is made by telephone, email, online form, text message, or any other accepted method. They are intended to create a clear understanding of each party’s responsibilities and to reduce the risk of dispute.

Please read these terms carefully before booking. If any part of them is unclear, it is your responsibility to ask for clarification before the service starts. We may update these terms from time to time, and the version in force at the time of booking will generally apply to that booking unless we agree otherwise in writing. These terms should be read together with any quotation, invoice, job sheet, or written confirmation issued for your move.

1. Booking process

A booking is normally formed in stages. First, you provide details of the job, including the collection and delivery addresses, item list, property access conditions, preferred dates or time windows, and any special handling requirements. Based on the information supplied, we may provide an estimated or fixed quotation. A quotation is usually valid for a stated period, though we may withdraw or revise it if the job details change, if access information was incomplete, or if there is a significant delay between quote and booking.

To secure a booking, we may require you to confirm acceptance of the quotation and provide any requested deposit or prepayment. A booking is only confirmed once we have accepted the job and, where relevant, received the required payment. We reserve the right to refuse or cancel a booking if the information provided is inaccurate, incomplete, unsafe, unlawful, or outside our operational capacity. You must ensure that all goods are ready for collection at the agreed time and that access arrangements are suitable for the vehicle, equipment, and crew assigned.

It is your responsibility to tell us in advance about stairs, lifts, narrow roads, parking restrictions, long carrying distances, heavy or awkward items, fragile goods, dismantling needs, and any special permits or building rules. If the actual conditions differ from the information given at booking, additional time, labour, or equipment may be needed, and extra charges may apply. We may also adjust arrival times where traffic, weather, road conditions, or prior jobs affect the schedule. While we aim to be punctual, stated times are estimates unless expressly guaranteed in writing.

2. Payments and charges

All charges are shown in pounds sterling unless stated otherwise. Unless a fixed quotation says differently, charges may be based on time, distance, labour, vehicle use, access difficulty, waiting time, and any additional services requested. Extra costs may arise if the scope of work changes after booking, including but not limited to additional items, multiple trips, parking charges, congestion-related costs, tolls, specialist handling, or out-of-hours attendance. Any estimate given before the job is started is based on the information available at that time.

Payment terms will be confirmed at or before booking. In many cases, payment is due on completion of the service, but we may require a deposit, card pre-authorisation, or full advance payment for certain jobs. If payment is not received when due, we may charge reasonable recovery costs and interest where permitted by law. We may also withhold delivery or completion of the service, subject to applicable law, until outstanding sums are paid. You are responsible for ensuring that the payment method used is valid and that sufficient funds are available.

If you ask us to stop work early, make repeated changes, or carry out tasks beyond the original agreement, the price may increase accordingly. Where goods are not ready, or we are delayed due to access, loading, or unloading issues outside our control, waiting time may be charged. Any discount, promotional rate, or special arrangement applies only if confirmed in writing. Unless expressly stated, quoted prices are exclusive of VAT or other taxes where such taxes apply.

3. Cancellations, rescheduling, and waiting

You may request to cancel or rearrange a booking by giving notice as soon as possible. Cancellation charges may apply depending on the amount of notice given, the resources already allocated, and any losses reasonably incurred. If you cancel after a vehicle, crew, or specialist equipment has been reserved for your job, we may charge a proportion of the agreed fee or retain any deposit paid, to the extent permitted by law. Where a fixed cancellation fee has been agreed in advance, that fee will apply.

If we need to cancel or reschedule because of circumstances beyond our control, we will aim to inform you promptly and offer a new date or reasonable alternative where possible. We will not usually be liable for delay or cancellation caused by events outside our reasonable control, including severe weather, road closures, accidents, breakdowns, industrial action, fire, flood, civil disturbance, or emergency instructions from authorities. In such cases, any liability is limited to refunding sums paid for the undelivered portion of the service, unless the law requires otherwise.

If we arrive and cannot complete the job because you, your representative, or the premises are not ready, or because access is restricted, we may charge a waiting fee, aborted-callout fee, or additional visit charge. If you are absent and no authorised person is available to give instructions or access, we may treat the job as cancelled on arrival. We will take reasonable steps to contact you, but it remains your duty to ensure someone is present where required.

4. Liability and care of goods

We will take reasonable care when handling your goods, using appropriate skill and attention expected of a professional man and van service in Putney. However, liability is limited by these terms and by applicable UK law. We are not responsible for loss or damage caused by pre-existing defects, inadequate packing, hidden weaknesses, faulty assembly, or items that are inherently fragile unless we have agreed in writing to pack or specially handle them. You should ensure that items are suitably packed, protected, and labelled, especially if they are delicate, valuable, sentimental, or easily damaged.

We do not accept responsibility for items that are not declared as requiring special care, nor for losses arising from your failure to disclose important information. This includes items of exceptional value, cash, jewellery, personal documents, antiques, artwork, or collections, unless we have expressly agreed in writing to carry them under specified conditions. Any insurance we hold is subject to its own policy terms, exclusions, and claim process. You remain responsible for arranging your own insurance if you require cover beyond the basic legal position.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we will not be liable for indirect or consequential loss, loss of profit, loss of opportunity, loss of goodwill, or business interruption. Where we are found liable for direct loss or damage, our total liability for any one booking will not exceed the total amount paid or payable for that booking, except where the law provides otherwise.

5. Waste, disposal, and environmental compliance

If our services include the removal, transport, or disposal of waste, you agree that all waste presented for collection must be properly described and lawfully transferred. We will only carry waste where it is permitted by law and where the nature of the waste has been disclosed in advance. You must not present hazardous, prohibited, explosive, toxic, infectious, or regulated materials unless we have expressly agreed in writing and have the necessary authorisations to handle them. Prohibited items may include chemicals, asbestos, gas bottles, medical waste, and other controlled substances.

Under UK waste regulations, duty of care requirements apply to both parties. You must ensure that waste is transferred only to authorised persons and that all necessary information is provided honestly and accurately. Where required, we may issue or request a waste transfer note, describe the waste type, and retain records in accordance with legal obligations. If items have been classified incorrectly, or if additional sorting is needed due to contamination or mixed waste, extra charges may apply. We reserve the right to refuse any load that we reasonably believe would breach environmental or safety rules.

If goods are removed for disposal rather than for reuse or delivery, ownership of those items passes to us only to the extent necessary to lawfully transport and dispose of them, and only where lawful and agreed. We may use licensed disposal facilities, recycling centres, or transfer stations where appropriate. You remain responsible for confirming that no item handed over contains hidden valuables, personal data, or regulated materials. We are not liable for losses caused by inaccurate waste descriptions or by your failure to disclose the true nature of the load.

6. Customer responsibilities

You must ensure that the premises are safe and accessible for loading and unloading. This includes arranging parking where possible, giving accurate entry instructions, securing pets, and ensuring pathways are clear. You must also check that large items can pass through doorways, corridors, lifts, and stairwells. If dismantling or reassembly is needed, it must be requested in advance, and we may refuse to dismantle items that are unsafe, improperly fixed, or likely to be damaged in the process.

Where you ask us to move items from or to third-party premises, storage units, or shared buildings, you are responsible for securing the necessary permissions and for complying with any site rules. We may refuse to enter premises if we believe the environment is unsafe, unlawful, unsanitary, or likely to cause damage. You must notify us of any known risks, including unstable flooring, poor lighting, pest issues, contamination, or access limitations. Failure to disclose such matters may result in delay, extra charges, or cancellation.

You also agree that any person acting on your behalf has authority to give instructions and accept delivery. Once items have been delivered, or once we have followed the instructions provided by you or your authorised representative, responsibility for the goods passes back to you, subject to any applicable liability that cannot be excluded. It is your duty to check goods promptly on delivery and raise any concern within a reasonable time.

7. Claims, complaints, and notices

Any claim for loss or damage should be reported as soon as reasonably possible and, where practicable, at the time of delivery. You should retain the goods, packaging, and any relevant evidence until the matter has been reviewed. We may request photographs, invoices, proof of value, or other reasonable documentation to assess the claim. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available. A complaint about service quality does not automatically entitle you to a refund, but we will consider reasonable requests fairly and in good faith.

We may propose repair, replacement, partial refund, or another reasonable remedy depending on the nature of the issue. Any settlement offered without admission of liability is made solely to resolve the matter. A refusal to allow inspection, or the disposal of damaged goods before investigation, may reduce the amount recoverable. If a claim relates to an item supplied by you that was already defective, poorly packed, or unstable, we may decline responsibility to the extent permitted by law.

Formal notices under these terms should be given in writing and are deemed received when delivered to the last contact details provided for the booking, or by other agreed written method. If any part of these terms is found unenforceable, the remaining provisions will continue to apply. No failure or delay by us in exercising a right will be treated as a waiver of that right.

8. Governing law

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where legal proceedings are brought by either party, the courts of England and Wales will have jurisdiction, unless mandatory consumer law provides otherwise. If you are a consumer, nothing in these terms affects your statutory rights under UK consumer protection law.

These man and van Putney terms and conditions are intended to be fair, transparent, and consistent with UK law. They apply to the extent permitted by law and do not seek to exclude rights that cannot be excluded. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms as the basis of the agreement between us. We recommend keeping a copy for your records.