Terms and Conditions

Hounslow Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Hounslow Man and Van provides man and van, removal, collection, delivery, and related services within its service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

Definitions

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

We, us, our means Hounslow Man and Van, the service provider supplying removal, transport and related services.

You, your means the customer or person making the booking, as well as any person on whose behalf the booking is made or who uses the services.

Services means any removal, man and van, transport, collection, delivery, loading, unloading, packing, or related services provided by us.

Goods means the items, furniture, personal belongings, equipment, or other property that you ask us to handle, transport, or store.

Booking means a confirmed request for services, including date, time, locations, vehicle size, number of staff, and any agreed additional services.

Scope of Services

We provide man and van and removal services, including domestic and small business moves, collections and deliveries, and limited disposal of permitted waste. Our services are available within our normal operating area, which focuses on local and regional journeys and may include national moves depending on availability and agreement.

We reserve the right to refuse to carry any goods that we consider unsafe, illegal, hazardous, excessively heavy, poorly packaged, or otherwise unsuitable for transport in our vehicles or by our staff.

Booking Process

You can request a quote or make a booking by contacting us and providing all relevant details, including addresses, access information, dates, times, approximate inventory, special requirements, and any items of unusual size, weight, or value. The accuracy of the information you provide will affect the quote and our ability to deliver the service safely and on time.

A booking is only confirmed once we have accepted your request and you have accepted any quoted price or rate. We may confirm bookings verbally or in writing. We reserve the right to refuse a booking at our discretion.

If you need to change the date, time, service details, or locations, you must notify us as soon as possible. Changes may be subject to availability and may affect the price. If we cannot accommodate your requested changes, our normal cancellation terms may apply.

You are responsible for ensuring that suitable parking is available and that any necessary permits, suspensions, or permissions are arranged in advance. Any parking fines, penalties, or additional charges incurred due to lack of suitable parking or restrictions may be added to your final bill.

Quotes and Pricing

We may provide quotes based on hourly rates, fixed prices, or a combination of both, depending on the service requested. Unless otherwise stated, quotes are provided on the assumption that:

Access to the property is reasonable and safe, with no excessive walking distances, narrow staircases, or unusual restrictions. The volume and weight of goods are in line with the information you have provided. The move can be carried out during our normal working hours. No additional services, such as packing, dismantling, reassembly, or waste disposal, are required beyond those agreed.

If any of these assumptions prove to be incorrect, we reserve the right to adjust the price accordingly. Waiting time, delays caused by you, additional labour, extra journeys, or unforeseen challenges may be charged at our standard rates.

Payments and Charges

Unless otherwise agreed, payment is due on completion of the service on the same day. We may require a deposit or advance payment to secure your booking, particularly for larger moves or longer distances. Any deposit will be deducted from the final amount due.

We may accept various forms of payment, subject to availability and agreement. It is your responsibility to ensure that payment can be made promptly. We reserve the right to withhold delivery of goods or cease work if payment is not made as required.

If payment is not received when due, we may charge interest on overdue amounts at a reasonable rate and may recover any costs incurred in seeking to collect payment. If we have to store your goods as a result of non-payment, storage and handling charges will apply.

Any additional costs arising during the move, including parking charges, tolls, congestion charges, ferry charges, or third party fees, may be added to your final bill if not already included in the quote.

Cancellations and Amendments

You may cancel or amend your booking subject to the notice periods and terms set out below.

If you cancel more than 7 days before the scheduled service date, any deposit paid may be refunded or transferred at our discretion, less any reasonable administrative costs.

If you cancel within 7 days but more than 48 hours before the scheduled service date, we may retain part or all of your deposit to cover lost bookings and preparation time.

If you cancel within 48 hours of the scheduled service date, you may be liable for up to 50 percent of the total estimated charge, depending on the nature of the job and any costs incurred by us.

If you cancel on the day of the move, fail to be present, or are not ready when we arrive, you may be charged up to 100 percent of the agreed price, including any waiting time and travel.

We will make reasonable efforts to accommodate amendments, such as changes to date, time, or service level. However, changes are subject to availability and may result in revised pricing. If we cannot accommodate your requested changes, our normal cancellation terms may apply.

Your Responsibilities

You are responsible for:

Ensuring that all goods to be moved are properly packed and protected, unless we have agreed to provide packing services. Informing us in advance of any fragile, high value, unusually heavy, or awkward items. Arranging appropriate insurance for your goods if required, beyond any limited liability we may accept. Ensuring safe access at collection and delivery addresses, including internal and external routes, staircases, lifts, and doorways. Supervising loading and unloading where necessary and checking that nothing is left behind at the property. Complying with all relevant laws and regulations, including waste and recycling regulations where disposal is requested.

You must not ask us to transport prohibited, illegal, or dangerous items, including but not limited to explosives, flammable substances, weapons, drugs, live animals, perishable food in unsuitable condition, or items requiring specialist handling or licences.

Our Responsibilities

We will carry out the services with reasonable care and skill, using appropriate vehicles and staff for the job agreed. We will take reasonable measures to protect your goods and property while they are in our care and control.

We will use reasonable efforts to arrive at the agreed time. However, arrival times are estimates and may be affected by traffic, road conditions, weather, vehicle issues, or other factors beyond our reasonable control. We are not liable for consequential loss or costs arising from delays, such as missed appointments, loss of earnings, or penalties from third parties.

Liability and Limitations

Our liability for loss of or damage to your goods is limited to loss or damage arising from our negligence while the goods are in our care and control. We do not accept liability for pre-existing damage, insufficient packing where you have packed the goods yourself, or damage caused by faulty or insecure packaging.

We do not accept liability for:

Damage to items that are inherently weak, poorly constructed, or not designed to be moved or transported. Damage to items packed by you in boxes, bags, or containers, unless there is clear evidence of our negligence. Loss or damage resulting from wear and tear, changes in atmospheric conditions, or natural deterioration. Loss of data or software, or damage to electrical or mechanical equipment resulting from normal movement or transit.

Where we agree to dismantle or reassemble furniture or equipment, we will take reasonable care, but we are not responsible for inherent weaknesses, previous repairs, or designs that are unsuitable for repeated dismantling and reassembly.

Our total liability for any claim arising out of a single incident or series of connected incidents will be limited to a reasonable amount, taking into account the price paid for the service and any insurance arrangements you may have. We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law.

We are not liable for indirect or consequential loss, including loss of profits, income, business, contracts, opportunities, or anticipated savings, arising from or in connection with the services.

Claims and Complaints

If you believe that loss or damage has occurred, you must notify us as soon as reasonably possible, and in any event within 7 days of the service being completed. You should provide full details and evidence of any alleged loss or damage. We may inspect the items and investigate the circumstances before deciding how to proceed.

If you wish to make a complaint about our services, you should contact us with clear details of the issue. We will review your complaint and respond within a reasonable time. Making a complaint does not remove your obligation to pay for the services in full, unless we agree otherwise in writing.

Waste Removal and Regulations

Where we agree to remove waste or unwanted items, this service is provided subject to applicable waste and environmental regulations. We may only remove waste that we are legally permitted to carry and dispose of. Certain items, such as hazardous materials, electrical equipment, or construction waste, may be restricted or require specialist disposal.

All waste disposal will be carried out in a lawful manner at authorised facilities. Charges for waste removal are based on volume, weight, type of material, and any fees charged by disposal sites. We reserve the right to adjust charges if the waste differs from the description provided at the time of booking.

You confirm that any waste or items you ask us to remove are yours to dispose of and that you have the legal right to authorise their removal. We are not responsible for any claims arising from the disposal of items you did not have authority to discard.

Access, Property and Parking

You must ensure that there is safe and suitable access for our vehicle and staff at both collection and delivery addresses. This includes informing us about any access restrictions, narrow roads, low bridges, steep driveways, or building rules that might affect loading or unloading.

If access is restricted or unsafe, we may refuse to complete part or all of the service, or we may agree alternative arrangements at additional cost. If we are required to carry items over long distances, up or down multiple flights of stairs, or through exceptionally tight spaces, extra charges may apply.

You are responsible for arranging any necessary parking permits or dispensations in advance. If no legal parking is available, we may park as close as reasonably possible and will not be liable for any local authority penalties or enforcement action that results from this. Any such fines or charges will be added to your bill.

Delays and Events Beyond Our Control

We are not liable for delays or failure to perform our obligations where such delay or failure is due to events beyond our reasonable control, including but not limited to extreme weather, road closures, accidents, breakdowns, traffic congestion, public disturbances, strikes, civil unrest, or acts of authorities.

Where possible, we will inform you of any significant delay and provide an updated estimated arrival time. If an event beyond our control makes it impossible or unsafe to continue, we may suspend or cancel the service. In such cases, we will work with you to rearrange the service where possible, but we are not responsible for consequential losses arising from cancellation or delay.

Insurance

It is your responsibility to ensure that your goods are adequately insured during the move. We recommend that you check your existing home or business insurance to confirm what cover is provided during removals. If you require additional cover, you should arrange this directly with your insurer where needed.

Any limited liability that we accept under these Terms and Conditions is not a substitute for full value insurance. We do not provide comprehensive insurance for your goods as part of the basic service unless expressly agreed in writing.

Privacy and Data

We will collect and use your personal information only for the purpose of handling enquiries, providing quotes, managing bookings, delivering services, and complying with legal obligations. We will take reasonable steps to keep your information secure and will not sell your details to third parties.

We may share your information with trusted third parties where necessary to perform the services, such as subcontractors or partners, or where required by law. By using our services, you consent to the use of your data in this way.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and construed in accordance with the laws of England and Wales.

You and we 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 the services, whether contractual or non contractual.

Amendments to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in the law, our services, or our business practices. The version in force at the time of your booking will apply to your service. You are advised to review these Terms and Conditions periodically to stay informed of any changes.

Continued use of our services after any changes have been made constitutes your acceptance of the updated Terms and Conditions.

Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with any written quote or confirmation we provide, constitute the entire agreement between you and us in relation to the services supplied. You acknowledge that you have not relied on any statement, promise, or representation that is not set out in these documents.

By booking or using the services of Hounslow Man and Van, you confirm that you have read, understood, and agree to these Terms and Conditions.