Terms and Conditions for Epsom Man And Van Services
These Terms and Conditions set out the basis on which Epsom Man And Van provides man and van services, including removals, collection, delivery, loading, unloading, and related transport support. By making a booking, the customer agrees to these terms and confirms that they have read and understood them. These conditions are designed to create a clear, fair, and practical agreement for both parties, and they apply to all services unless a separate written agreement states otherwise.
In these terms, the words we, us, and our refer to the service provider, while you and your refer to the customer. References to a booking mean any confirmed request for our man and van service, whether made by phone, email, message, or online form. The scope of the work may include domestic moves, light commercial transport, single-item collection, furniture movement, and similar transport tasks, provided they are lawful and safe to carry out.
These terms are intended for a UK audience and should be read in accordance with applicable UK law. They do not affect any statutory rights you may have as a consumer. If any part of these terms is found to be unenforceable, the remainder will continue to apply so far as lawfully possible.
Booking Process
A booking with Epsom man and van is not confirmed until we have accepted the job and, where required, received any deposit or advance payment agreed at the time of reservation. The customer must provide accurate information at the time of booking, including the collection and delivery addresses, access details, parking conditions, item list, and any special handling requirements. We rely on this information to assess suitability, estimate time, and allocate the correct vehicle and crew.
Quotes are usually based on the information supplied by the customer. If the actual work differs materially from the description given at booking, we may revise the price, the timing, or both. This may include additional floors, long carries, difficult access, waiting time, unexpected heavy items, or extra stops. Any quoted time or arrival window is approximate unless expressly stated as fixed.
We reserve the right to refuse, cancel, or amend a booking if the job is unsafe, unlawful, outside the scope of our service, or likely to exceed the vehicle’s capacity or the crew’s safe working limits. Customers must notify us promptly of any change to the booking, including changes to address, item volume, access conditions, or dates. Failure to provide updated information may result in delay, extra charges, or cancellation.
Payments
Payment terms will be confirmed at booking or before the service begins. Unless otherwise agreed, payment is due on completion of the job or at the point specified in the quotation. We may require a deposit to secure the booking, and such deposit may be non-refundable in accordance with the cancellation provisions below. Accepted payment methods may vary and will be communicated in advance.
All prices are stated in pounds sterling and may be quoted as a fixed fee, hourly rate, or a combination of both. Where the service is charged by time, the charge will normally begin when the crew arrives at the agreed location and will continue until the work is completed, subject to any minimum charge or agreed breaks. Waiting time caused by customer delay, poor access, or inability to begin work may be charged at the applicable rate.
If any additional work is requested during the job, such as extra collection points, dismantling, reassembly, or carrying items not listed at booking, we may charge for that work separately. Should payment be refused, delayed, reversed, or disputed without valid reason, we may recover reasonable costs associated with collection of the debt, including administrative charges, bank fees, or legal costs where permitted by law.
Cancellations and Rescheduling
Customers may cancel or reschedule a booking by giving notice as early as possible. Where a booking is cancelled within a reasonable period before the planned service, we may retain part or all of any deposit to cover administrative time, scheduling loss, and costs already incurred. The exact amount retained will depend on the timing of the cancellation and the nature of the booking.
If cancellation is made at short notice, or if the crew arrives at the collection point and cannot proceed because of customer unavailability, inaccurate instructions, or failure to provide access, the full booking fee may be payable. This also applies where the customer is unable to make the goods available, the collection point is inaccessible, or the required conditions for the job are not in place.
We may reschedule a booking where necessary due to vehicle breakdown, staff illness, severe weather, traffic disruption, safety concerns, or events beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative date or time. We shall not be liable for indirect losses caused by a postponement, provided we act reasonably and in good faith.
Customer Responsibilities
Before the service begins, the customer must ensure that all items are properly packed, labelled where necessary, and suitable for transport. Fragile items, valuables, and items of personal importance should be protected and identified in advance. The customer is responsible for ensuring that goods are legally owned by them or that they have authority to arrange their transport. We may ask for proof of identity or authority if reasonably required.
The customer must arrange suitable parking, access, and permissions where needed. If parking permits, loading bay arrangements, keys, codes, or building access approval are necessary, the customer must provide them in advance. Any fines, penalties, charges, or losses caused by failure to secure lawful access or parking arrangements may be passed on to the customer where permitted.
It is the customer’s responsibility to disclose any item that may require special care, such as antiques, pianos, glass, appliances with residual fluids, or items containing batteries. We may decline to carry goods that are dangerous, excessively heavy, poorly packed, unlawful, or likely to cause damage to people or property. The customer should also remove cash, documents, jewellery, and other valuables before the work begins.
Liability and Damage
We will take reasonable care while handling items and carrying out the service. However, our liability is limited to loss or damage caused by our negligence or breach of these terms. We are not liable for damage resulting from pre-existing defects, inadequate packing, inherent weakness, normal wear and tear, or the customer’s instructions where those instructions were followed reasonably and in good faith.
Where the customer chooses to load, unload, or pack items themselves, they remain responsible for any loss or damage caused by that activity. We are not responsible for concealed damage unless it is directly caused by our negligence. If damage occurs, the customer must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the item, the incident, and the extent of the damage.
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 limited or excluded under UK law. Subject to that, our total liability for any claim arising from a booking shall not exceed the amount paid for the specific service giving rise to the claim, except where the law requires otherwise.
Waste Regulations and Prohibited Items
If the service involves the removal or disposal of unwanted items, the customer must ensure that all waste is accurately described and lawfully presented for collection. Epsom man with van services do not include illegal dumping, fly-tipping, or disposal of regulated waste unless expressly agreed and lawfully permitted. We operate in accordance with applicable UK waste management requirements and expect customers to cooperate fully with those obligations.
Waste must be separated and declared in advance where necessary. This includes household waste, furniture, electrical items, mattresses, renovation debris, garden waste, and any item that may need special handling. The customer remains responsible for notifying us of items that may be classed as hazardous, restricted, or regulated. We may refuse any waste that is contaminated, unsafe, or not suitable for transport or disposal within the law.
Prohibited or restricted items may include asbestos, chemicals, paint, gas cylinders, medical waste, solvents, oils, fuels, pressurised containers, and any material that requires specialist licensing or treatment. If prohibited material is found among the goods, we may stop the job, remove the item from the vehicle, or report the matter to the appropriate authority where required. The customer will be liable for any costs, penalties, or losses caused by inaccurate disclosure or unlawful disposal requests.
Delays, Access Issues, and Force Majeure
We will use reasonable efforts to attend at the agreed time, but arrival times may be affected by traffic, weather, road closures, breakdowns, or other operational issues. We are not responsible for minor delays that are beyond our reasonable control. Where delays become substantial, we will aim to update the customer and agree a revised plan if feasible.
If access is blocked, unsafe, or materially different from what was described, we may suspend work until the issue is resolved. Additional time spent waiting for lifts, keys, parking, or building access may be charged. If the job cannot reasonably proceed, the service may be treated as cancelled by the customer and charged accordingly.
We shall not be liable for failure or delay caused by events outside our reasonable control, including extreme weather, civil disorder, fire, accident, government restrictions, strikes, or disruption to roads and transport networks. In such cases, our obligations are suspended for the duration of the event, and we will act reasonably to resume or rearrange the service where possible.
Claims, Complaints, and Disputes
Any claim for loss or damage must be raised promptly and in any event within a reasonable time after the service, so that we can investigate properly. The customer should keep all relevant evidence and allow us a fair opportunity to inspect the item, packaging, and circumstances of the claim. We may request supporting documents, photographs, invoices, or repair estimates.
Where a complaint arises, both parties should first try to resolve the matter informally and in good faith. If a dispute cannot be resolved amicably, either party may pursue the matter through the courts of England and Wales, subject to the governing law clause below. Nothing in these terms prevents a consumer from relying on mandatory rights or remedies available under UK law.
Any notice or communication under these terms may be given by the usual booking method or by any other reasonable means previously agreed between the parties. Notices will be treated as received when actually delivered or, if sent electronically, when it would reasonably be expected to be accessible by the recipient.
General Provisions
We may update these terms from time to time to reflect changes in business practice, legal requirements, or service arrangements. The version applicable to a booking will be the version in force at the time the booking is confirmed, unless a later version is agreed in writing by both parties. No waiver by us of any breach shall be taken as a waiver of any later breach.
If any clause is held invalid or unenforceable, that clause shall be interpreted, limited, or removed only to the extent necessary, and the remaining clauses shall continue in full force. The customer may not assign their rights or obligations under these terms without our prior consent. We may subcontract elements of the service where appropriate, provided that responsibility for performance remains with us in accordance with law.
These terms constitute the entire agreement between the parties in relation to the booking, unless otherwise agreed in writing. They supersede any previous discussions, statements, or representations made before the booking was confirmed, except where such statements were made fraudulently or where the law requires otherwise.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or the service provided by Epsom Man And Van, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any rights a consumer may have under mandatory legal provisions.
This governing law clause applies to all bookings, quotations, deposits, cancellations, and service-related claims, whether they arise in contract, tort, statute, or otherwise. By using the service, the customer acknowledges that the agreement is formed under UK legal principles and that any disputes will be assessed under those rules.
The customer is responsible for reading and understanding these terms before confirming a booking. By proceeding, the customer confirms acceptance of the booking process, payment obligations, cancellation rules, liability limits, waste handling requirements, and governing law set out above.