Terms and Conditions for Man And Van Paddington

These Terms and Conditions set out the basis on which Man and Van Paddington provides moving, transport, collection, and related removal services within the United Kingdom. By placing a booking, requesting a quotation, or allowing our team to commence work, you agree to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to be clear, practical, and fair, while protecting both the customer and the service provider. They apply to all standard bookings, including domestic moves, furniture transport, item collection, and light removal work.

In these terms, references to “we”, “us”, or “our” mean the service provider operating under the Man and Van Paddington name, and “you” or “your” means the customer making the booking or receiving the service. These terms apply whether the booking is made by telephone, email, online form, or any other accepted method. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Our service is designed to provide a professional and efficient transport solution. However, it is important to note that service availability, vehicle type, labour requirements, and completion times may vary depending on access, load size, parking conditions, and the accuracy of information supplied by you. Where a booking includes multiple stops, fragile goods, dismantling, packing, or waste removal, additional conditions may apply and should be agreed in advance.

1. Booking Process

All bookings are subject to availability and acceptance by us. A request for a quote does not guarantee a booking. To secure a service, you must provide accurate details, including the collection and delivery addresses, access conditions, item descriptions, approximate volume or weight, date, time window, and any special requirements. We may rely on the information you provide when calculating the price and assigning a vehicle or staff. If the information is incomplete or inaccurate, we may revise the quotation or refuse the booking.

Once a quote is accepted, we may confirm the booking in writing or by other agreed means. A booking is only final when confirmed by us and any required deposit has been paid, where applicable. We reserve the right to refuse or cancel any booking that, in our reasonable opinion, is unsafe, unlawful, impractical, or materially different from the information originally supplied. You are responsible for ensuring that the booking details are correct, and you must notify us promptly of any changes.

If the service requires parking arrangements, access permissions, lift usage, or other site-specific arrangements, you must make these available before the scheduled start time. Delays caused by missing access, building restrictions, incorrect addresses, congestion, or unavailable parking may result in waiting charges or rescheduling fees. Our team may need to make practical decisions on the day to complete the service safely and efficiently, and you agree to cooperate with reasonable instructions from the driver or crew.

2. Prices and Payments

Prices are normally based on one or more of the following: hourly rate, fixed fee, vehicle size, labour time, distance, number of staff, access difficulty, and any special handling requirements. Any quotation given before the booking is subject to the accuracy of the information you provide. Unless stated otherwise, quotations exclude unexpected extra work, waiting time, tolls, congestion charges, parking costs, storage charges, or disposal fees. Additional charges may apply if the scope of work changes on the day.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, although we may request full or partial payment in advance for certain bookings. We accept payment by agreed methods only. If an invoice is issued, it must be paid by the due date stated on the invoice. Failure to pay on time may result in late payment charges, recovery action, or refusal of future services, to the extent permitted by law.

Where a deposit is required, the booking may not be held until the deposit is received. Deposits are generally non-refundable except where we cancel the booking or where mandatory consumer law requires otherwise. If you dispute any part of an invoice, you should notify us promptly in writing and pay any undisputed amount by the due date. We reserve the right to charge for reasonable administrative costs associated with overdue accounts.

3. Cancellations and Changes

You may cancel or amend a booking by giving reasonable notice. The amount of notice required may depend on the size and nature of the booking, the notice already provided to staff, and any vehicle allocation or third-party costs incurred. If you cancel at short notice, you may be liable for a cancellation fee to cover lost time, travel, or preparation costs. The precise fee, if any, will be based on the circumstances of the booking.

If we need to cancel or reschedule due to vehicle failure, staff illness, unsafe weather, legal restrictions, or other circumstances beyond our control, we will notify you as soon as reasonably possible and aim to offer an alternative time. We will not be responsible for losses arising from cancellation or delay where the cause is outside our reasonable control. However, we will use reasonable efforts to minimise disruption and maintain service continuity.

Where a booking has already started, any cancellation requested by you may be treated as a partial service cancellation, and you may be charged for work completed, travel time, or unloading already undertaken. If you are not present at the agreed time or fail to provide access, we may treat this as a late cancellation or failed attendance. Rebooking after a failed attendance will be subject to availability and may require a new quotation.

4. Customer Responsibilities

You must ensure that all goods are properly packed, unless packing has been specifically agreed as part of the service. You are responsible for securing fragile items, removing loose contents from furniture where necessary, and informing us of any items that need special handling. You must also tell us in advance if items are unusually heavy, valuable, hazardous, awkwardly shaped, or likely to require dismantling. We may refuse to move items that pose a safety risk or that are prohibited by law.

You are responsible for having the right to move, dispose of, or deliver the items included in the booking. You must not ask us to transport stolen goods, illegal substances, unlicensed waste, dangerous materials, or any item whose transport would breach applicable law or regulation. If we reasonably suspect that any item is unlawful or unsafe to move, we may refuse to handle it and may end the booking without liability for any resulting delay or inconvenience.

5. Liability and Insurance

We will exercise reasonable care and skill when providing our services. However, our liability is limited to the extent allowed by law. We are not liable for loss or damage caused by: inadequate packing by you; pre-existing defects; normal wear and tear; hidden faults; items not disclosed as fragile; or events outside our reasonable control. We are also not liable for indirect or consequential losses, including lost profits, missed opportunities, or emotional distress.

If we cause loss or damage to items while exercising reasonable care, any compensation will normally be limited to the lesser of the repair cost, replacement value, or the amount covered by any relevant insurance policy, subject to evidence of loss and any policy terms. You must notify us of any claim as soon as reasonably possible and in any event within a reasonable time after delivery or completion of the service. Failure to do so may affect our ability to investigate the matter properly.

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. Where we use subcontractors or third-party suppliers, we will not be responsible for losses caused by those parties except to the extent required by law. Any insurance we hold is intended to support our services, but it does not create an unlimited guarantee against all possible loss.

6. Waste Regulations and Disposal Services

If your booking includes waste removal, clearance, or disposal, you must ensure that the waste is described accurately and lawfully. We operate in accordance with UK waste regulations and will only collect, transport, or dispose of waste that we are permitted to handle. We may ask you to identify the type of waste, its source, and whether it includes electrical items, furniture, general household waste, garden waste, or other materials that may require separate treatment.

You must not include hazardous, clinical, chemical, asbestos-containing, or otherwise prohibited waste unless we have expressly agreed in writing that we are licensed and equipped to handle it. If such materials are discovered, we may refuse collection, isolate the item, or leave the site if necessary for safety and compliance. Any additional disposal costs, permit charges, or compliance steps required because of inaccurate descriptions may be charged to you.

We may require evidence that the waste is from a domestic or otherwise permitted source, and we may retain records as required by law. In some cases, waste transfer documentation may be completed to demonstrate lawful handling and disposal. You agree to provide truthful information about the contents of any waste load and to cooperate with requests that support compliance with environmental and licensing obligations. Failure to do so may result in cancellation or refusal of service.

7. Delays, Access, and Force Majeure

We will endeavour to arrive within the agreed time slot, but times are estimates unless specifically guaranteed in writing. Delays may occur because of traffic, weather, road closures, mechanical problems, building access restrictions, or other operational issues. Where delays occur, we will act reasonably and keep you informed where possible. We are not liable for delay caused by circumstances outside our control, and any agreed completion time may be extended by the period of the delay.

If access to the collection or delivery point is restricted, unsafe, or materially different from the information provided, additional labour or vehicle movement may be needed. This may increase the price or prevent completion of the job on the originally agreed terms. If necessary, we may make practical changes to the service or pause the work until access issues are resolved. Any waiting time, extra distance, or repeat visits may be charged accordingly.

8. Complaints and Claims

If you are dissatisfied with any aspect of the service, you should raise the issue as soon as possible so that we can review it promptly. Complaints should include relevant details of the booking, the issue encountered, and any supporting evidence where appropriate. We aim to handle complaints fairly and efficiently. Any claim relating to loss or damage should be made in writing and supported by photographs, descriptions, receipts, or other reasonable evidence.

We may inspect the goods, location, or packaging as part of our investigation. You must preserve damaged items and packaging where relevant, as disposal or alteration may affect our ability to assess the claim. Our goal is to resolve issues proportionately and in line with legal obligations. Nothing in this clause affects your statutory rights as a consumer, where applicable.

9. Data, Communication, and Privacy

We only use the personal information you provide for purposes connected with quoting, booking, carrying out the service, accounting, compliance, and handling queries or claims. We may keep records of bookings, invoices, and communications where necessary for legitimate business or legal reasons. We will handle personal data in accordance with applicable UK data protection law. We do not sell your personal data to third parties.

By making a booking, you agree that we may communicate with you by telephone, email, or text message in connection with the service. You are responsible for ensuring that contact details provided are accurate and up to date. If you ask us to communicate with a third party regarding the booking, you must ensure that person is authorised to act on your behalf.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If any term is found to be invalid or unenforceable, the remainder of these terms will continue in effect.

We may update these terms from time to time to reflect changes in law, service structure, or operational practice. The version in force at the time of your booking will normally apply to that booking unless a change in law requires otherwise. By using Man and Van Paddington services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

11. Final Provisions

These terms are intended to provide a clear legal framework for the use of our moving and transport services and to avoid misunderstandings about scope, payment, and responsibility. They should be read together with any quotation, booking confirmation, or written agreement relating to the specific job. In the event of inconsistency, any written booking-specific agreement may take precedence to the extent of that inconsistency.

Man and Van Paddington reserves the right to decline any work that would breach safety rules, legal requirements, or the limits of our operating conditions. Your use of our service confirms that you have provided accurate information and agree to cooperate with reasonable instructions during the booking. These terms represent the full understanding between the parties in relation to the service, subject always to applicable UK consumer rights and mandatory legal protections.