Epsom Man and Van Terms and Conditions

These Terms and Conditions set out the agreement between Epsom Man and Van and any individual or business booking our services. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

1.1 “Company” means Epsom Man and Van, providing man and van, removal and associated services in the United Kingdom.

1.2 “Customer” means the person, firm or organisation booking the services of the Company.

1.3 “Services” means any transport, removal, relocation, loading, unloading, packing, storage assistance or related services provided by the Company.

1.4 “Vehicle” means any van or vehicle used by the Company to provide the Services.

1.5 “Goods” means all items and property that the Company is requested to transport, handle or otherwise deal with in the course of providing the Services.

1.6 “Service Area” means the typical areas in which the Company operates, including Epsom and surrounding locations, as may vary from time to time at the Company’s discretion.

2. Scope of Services

2.1 The Company provides man and van and removal services for residential and commercial customers, including local moves, small house moves, flat removals, office moves, furniture transport and related loading and unloading assistance.

2.2 The exact scope of the Services will be as agreed at the time of booking and confirmed by the Company based on the information provided by the Customer.

2.3 The Company reserves the right to decline any booking where it considers that the work is unsafe, unlawful, unsuitable for the available Vehicles, or beyond the Company’s operational capacity or service area at the time requested.

3. Booking Process

3.1 Bookings must be made directly with the Company through its accepted communication channels. The Customer is responsible for providing accurate and complete information about the job, including collection and delivery addresses, access details, type and quantity of Goods, and any special requirements.

3.2 All bookings are subject to availability and are not confirmed until the Company has provided confirmation. The Company may require additional information to assess access, parking, the number of operatives required, and the estimated time needed.

3.3 Any quotation or estimate is based solely on the information provided by the Customer. If the information supplied is inaccurate or incomplete, the Company reserves the right to amend the quotation or apply additional charges.

3.4 The Customer must notify the Company of any changes to the booking details as soon as possible. Changes are subject to agreement and may result in an adjustment to the price or time schedule.

4. Quotations and Pricing

4.1 Unless otherwise stated, quotations are provided on either an hourly rate basis or a fixed price basis, depending on the nature of the job and the Company’s assessment.

4.2 Hourly rate jobs are charged from the agreed start time or from the time the Vehicle arrives at the collection address, whichever is earlier, until completion of the job or the time the Vehicle leaves the final address, whichever is later. Waiting time caused by the Customer, lack of access or incomplete packing may be chargeable.

4.3 Fixed price quotations are based on the details supplied at the time of booking. If additional work, unexpected delays, extra Goods, additional stops, restricted access, or other factors arise that were not disclosed, the Company may charge additional fees at its prevailing rates.

4.4 Quotations do not include congestion charges, tolls, parking fees, permits or fines incurred due to insufficient or incorrect parking arrangements. Such costs are payable by the Customer and may be added to the final invoice.

4.5 All prices are provided in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments

5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the same day. The Company may require a deposit or full advance payment to secure the booking, particularly for larger moves or long-distance work.

5.2 Payment methods accepted will be as communicated by the Company. The Customer is responsible for ensuring that sufficient funds are available.

5.3 Where a deposit is taken, it may be non-refundable in the event of late cancellation by the Customer, subject to the cancellation terms below.

5.4 For business customers, credit terms may be offered at the Company’s sole discretion. Where credit is extended, payment must be made within the invoice terms. The Company reserves the right to charge interest and reasonable recovery costs on overdue accounts in line with applicable UK law.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by notifying the Company as early as possible. All cancellations and amendments are only effective when acknowledged by the Company.

6.2 The Company may apply a cancellation fee where a booking is cancelled with short notice. As a guideline, cancellations made less than 24 hours before the agreed start time may be charged up to 100 percent of the estimated job value or the deposit may be forfeited. The precise fee will depend on the nature of the booking and any loss incurred by the Company.

6.3 If the Customer is not present at the agreed time and location, prevents access, or is otherwise not ready for the Service to commence, this may be treated as a late cancellation and charged accordingly.

6.4 The Company reserves the right to cancel or reschedule a booking due to vehicle breakdown, severe weather, illness, safety concerns, or other circumstances beyond its reasonable control. In such cases, any deposits paid for the affected booking will be refunded or transferred to a new booking time, and this shall be the Company’s sole liability.

7. Customer Responsibilities

7.1 The Customer is responsible for:

(a) ensuring that suitable parking is available at both collection and delivery addresses, and for obtaining any necessary permits;

(b) ensuring that access to the property and any communal areas is clear, safe and suitable for the movement of Goods and the operation of the Vehicle;

(c) packing and protecting Goods adequately unless the Company has specifically agreed to provide packing services;

(d) securing and protecting fragile items, electrical equipment and appliances to reduce the risk of damage during transit;

(e) supervising the loading and unloading where necessary and checking that all Goods are collected and delivered as required.

7.2 The Customer must not request the Company to move any items that are prohibited, unsafe, illegal or excluded under these Terms.

8. Goods Not Accepted and Hazardous Items

8.1 The Company does not accept responsibility for the transport of the following items unless expressly agreed in writing: jewellery, precious metals, money, securities, important documents, antiques of high value, perishable goods, plants, animals and other living creatures.

8.2 The Company will not carry or handle explosives, firearms, dangerous goods, flammable materials, chemicals, gases, toxic substances, or any items that may present a health or safety risk. The Customer is responsible for complying with all applicable safety and transport regulations.

8.3 If such items are transported without the Company’s knowledge or consent, the Company shall have no liability for any loss, damage or consequences arising and may dispose of or remove such items at the Customer’s cost.

9. Waste Regulations and Disposal

9.1 The Company provides removal and transport services and is not a general waste disposal contractor. The Company will only remove waste or unwanted items where agreed in advance, in compliance with relevant UK waste and environmental regulations.

9.2 The Customer must not request the Company to remove household waste, construction rubble, hazardous waste, or any materials that require a specific waste licence, unless the Company has confirmed it holds the appropriate authority or is using an authorised facility.

9.3 Any charges for lawful disposal of items at authorised recycling centres or waste facilities will be passed to the Customer and may be included in the quotation or added to the final invoice.

9.4 The Company reserves the right to refuse to take any items it reasonably believes to be prohibited, hazardous, contaminated or not suitable for transport or disposal within its usual operations.

10. Liability and Limitations

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss or damage to Goods or property is limited as set out in this section.

10.2 The Company’s total liability for loss or damage, whether arising from negligence, breach of contract or otherwise, shall not exceed the lower of the actual replacement value of the affected Goods or a reasonable limit as may be determined by the Company’s insurance cover in place from time to time.

10.3 The Company shall not be liable for:

(a) wear and tear, pre-existing damage, inherent defects or defective construction of Goods;

(b) damage to Goods not adequately packed, protected or secured by the Customer when packing is the Customer’s responsibility;

(c) damage to the internal workings of electrical or mechanical items unless there is clear external physical damage caused by the Company;

(d) loss or damage arising from war, terrorism, natural disasters, extreme weather or other events beyond the Company’s reasonable control;

(e) any consequential loss, loss of profits, loss of opportunity, or indirect losses of any kind.

10.4 The Customer must inspect Goods and property promptly at the end of the job. Any visible loss or damage should be reported to the Company as soon as reasonably possible and in any event within a reasonable time after completion of the Services.

10.5 The Company will not be liable for damage to driveways, paths, lawns, or other surfaces when the Customer has requested Vehicles to drive over or park on such areas. It is the Customer’s responsibility to ensure that surfaces are suitable for the weight and size of the Vehicle.

11. Insurance

11.1 The Company maintains appropriate insurance required by law for its Vehicles and operations. Certain limited cover for Goods in transit may be in place, subject to policy terms, conditions and exclusions.

11.2 The Customer is encouraged to arrange their own additional insurance cover for high-value or fragile Goods, or where enhanced protection is required beyond the Company’s standard cover.

12. Delays and Access

12.1 Times for arrival and completion are estimates only and are not guaranteed. While the Company will make reasonable efforts to arrive at the agreed time, it cannot be held liable for delays caused by traffic, weather, accidents, road closures or other events beyond its control.

12.2 If delays occur due to reasons within the Customer’s control, such as lack of access, incomplete packing, or waiting for keys, additional time may be charged at the prevailing hourly rate.

13. Complaints

13.1 If the Customer is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible so that it can be investigated and, where appropriate, resolved.

13.2 The Company may request details of the complaint and evidence of any alleged loss or damage. The Company will respond within a reasonable timeframe and may offer a remedy where it accepts that a failure has occurred within the scope of these Terms.

14. Privacy and Data

14.1 The Company will collect and use personal information provided by the Customer solely for the purposes of administering bookings, delivering the Services, processing payments and, where permitted, providing information about related services.

14.2 The Company will handle personal data in accordance with applicable UK data protection laws.

15. Termination

15.1 The Company may refuse to commence or may cease work where it reasonably believes that the Customer is in breach of these Terms, where conditions are unsafe, or where continuing might cause damage, risk or illegal activity.

15.2 In such cases, the Customer may be liable for any costs incurred up to the point of termination, including travel time, labour, and any expenses already committed.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising from or in connection with them, including their existence, validity or termination, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

17.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether written or oral.

17.4 The Company may amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless otherwise agreed.