These Terms and Conditions set out the basis on which Man And A Van Shepherds Bush provides moving, transport, collection, delivery, and related service arrangements to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before proceeding with any booking. They are intended to create a clear understanding of how our services operate, what is expected from each party, and how common issues such as delays, cancellations, liability, and waste handling are managed.

In these terms, “we,” “us,” and “our” refer to the service provider operating under the name Man And A Van Shepherds Bush. “You” and “your” refer to the customer, client, or person requesting the service. The terms apply to all forms of bookings, including one-off transport jobs, domestic removals, office relocation support, item collection, and other agreed van services. Any variation must be agreed in writing by us before the service begins.

A booking is only confirmed once we have accepted your request, provided a quotation or estimate, and received your confirmation. Where required, a deposit or prepayment may also be necessary. Any booking details should be checked carefully, including collection and delivery addresses, access restrictions, item descriptions, and the preferred date and time. We rely on the information you provide, so inaccurate or incomplete details may lead to changes in price, delays, or the need to reschedule the job.

Booking Process

When you request a service from Man And A Van Shepherds Bush, we may ask for information such as the type and quantity of items, property access, the presence of stairs or lifts, parking restrictions, and any special handling requirements. This allows us to assess the work properly and assign the appropriate vehicle, labour, and time. Estimates are based on the details supplied at the time of enquiry and may be revised if the actual circumstances differ significantly from what was described.

We reserve the right to refuse or amend a booking if the job appears unsuitable, unsafe, unlawful, or materially different from the original request. If the customer needs to change the booking after confirmation, we will try to accommodate the request, but availability cannot be guaranteed. Any change in date, time, route, volume, or labour requirements may affect the final price. All acceptance of changes is at our discretion and may require a revised quotation.

Customers must ensure that the service can proceed safely and lawfully at the scheduled time. This includes making sure that access routes are available, items are ready to move, and any necessary permissions for parking or building access have been arranged. If we arrive and cannot complete the work because of access problems, missing keys, unsafe conditions, or incorrect information, the booking may still be charged in full or in part depending on the circumstances.

Where a booking is made for a specific time slot, we will aim to attend within that period. However, arrival times are estimates and may be affected by traffic, weather, road closures, or other events beyond our control. We will use reasonable efforts to keep the customer informed where significant delays are expected. Time-sensitive arrangements should be disclosed at the point of booking, but we do not guarantee exact arrival or completion times unless expressly agreed in writing.

Payments are due in accordance with the quotation, invoice, or agreed booking terms. Unless stated otherwise, payment must be made on completion of the job or before delivery, as applicable. We may accept cash, bank transfer, card payment, or other agreed methods. Any deposit paid in advance will normally be non-refundable except where the service is cancelled by us or the law requires otherwise. Charges may include labour, mileage, waiting time, congestion, parking costs, tolls, and disposal fees where relevant.

If additional work is requested on the day, or if the service takes longer than expected because of circumstances not caused by us, further charges may apply. This includes extra items, additional floors, longer carrying distances, dismantling, packing, delays caused by the customer, or repeated trips. Any quoted price is based on the information available at the time and may change if the scope of work expands. We may request immediate payment for any additional amount before continuing with the service.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice as early as possible. Cancellation terms may depend on the notice period given, the type of job, whether staff and vehicles have already been allocated, and whether expenses have already been incurred. If you cancel with sufficient notice, we may agree to reduce or waive charges at our discretion. However, late cancellations, especially on the day of service, may result in a cancellation fee or loss of deposit.

Where we need to cancel or reschedule due to circumstances beyond our control, including vehicle breakdown, severe weather, staff unavailability, or legal restrictions, we will seek to offer an alternative date or time. If no alternative can be arranged, any prepaid amount for the cancelled portion of the service will normally be refunded. We are not responsible for losses arising from changes that are outside our reasonable control, except where required by law.

If the customer is not present at the agreed time, or if access is unavailable for a reasonable period, we may treat this as a late cancellation or failed attendance. In such cases, waiting time, travel time, or a call-out fee may apply. We encourage customers to ensure that someone responsible is available to authorise the work, answer queries, and confirm any changes to the original plan. Clear communication helps avoid unnecessary costs and delays.

Liability and Service Limitations

We will provide our services with reasonable care and skill. However, our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, hidden defects, poor packaging, unsecured items, or losses caused by events outside our control. Customers are responsible for ensuring that items are packed, labelled, and prepared appropriately unless we have agreed in writing to provide packing or special handling services.

It is your responsibility to tell us about fragile, valuable, antique, heavy, hazardous, or unusually shaped items before the service begins. Where items are particularly valuable, we recommend that you arrange suitable insurance cover. Unless otherwise agreed in writing, we do not provide item-specific insurance and we do not accept responsibility for consequential losses such as loss of profit, missed appointments, business interruption, or emotional distress. This does not exclude liability that cannot legally be excluded.

Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service has ended. You should provide photographs, a description of the issue, and any supporting information we may reasonably request. We may inspect the item or incident before agreeing any remedy. Our decision on repair, replacement, or compensation will be made in line with the facts of the case and our legal obligations. Nothing in these terms affects your statutory rights as a consumer.

We are not liable for damage caused by items that were not fit for transport, were packed by the customer in an inadequate way, or were moved against our advice. If a customer requests that we proceed despite an identified risk, we may refuse, proceed under protest, or request written confirmation that the customer accepts responsibility for that instruction. We may also stop work if continuing would create a safety risk, risk property damage, or risk breach of law.

Waste Regulations and Disposal

Where the service involves disposal, clearance, or removal of unwanted items, the customer must provide accurate information about the nature of the waste. This is especially important for electrical goods, mattresses, chemicals, paint, sharp objects, heavy building materials, and other regulated or restricted materials. We may refuse any item that we believe cannot be transported or disposed of lawfully under applicable waste regulations.

All waste collection or disposal services will be carried out in accordance with UK law, including environmental and licensing requirements where relevant. Customers must not present items that contain hazardous substances, clinical waste, pressurised containers, asbestos, illegal goods, or other prohibited material unless we have explicitly agreed to handle them lawfully and appropriately. If prohibited items are discovered during the job, we may refuse to load them, may remove them from the vehicle, and may charge for time already spent.

Where waste transfer notes, receipts, or disposal records are required, we may issue or retain relevant documentation in line with legal obligations. Customers are responsible for ensuring that they have the right to dispose of the materials they present to us. If a customer misdescribes waste, includes restricted items, or requests unlawful disposal, they will be responsible for any resulting losses, penalties, fines, or claims. We do not participate in fly-tipping or any unlawful dumping.

We may subcontract or delegate parts of the service where appropriate, but we remain responsible for arranging the service in accordance with these terms unless otherwise stated. Any subcontractor or assisting worker will be expected to follow the same standards of care, safety, and legality. Customers must not ask our team to carry out unlawful activity, unsafe lifting, access through insecure routes, or any work that would breach site rules or public regulations.

Customer Obligations

You agree to provide truthful, complete, and timely information. You must ensure that all property, furniture, appliances, and boxes are ready for collection at the agreed time unless we have agreed otherwise. Pathways, stairs, and access points should be free from obstruction. If disassembly, reassembly, or special handling is needed, you should notify us in advance. Failure to do so may lead to delays, extra charges, or inability to complete the service as planned.

It is also your responsibility to remove or secure cash, documents, jewellery, electronic data, sentimental items, and any other personal property you do not want transported. Unless we agree otherwise, we do not take responsibility for verifying the contents of boxes or bags. Customers should make sure that pets, children, and bystanders are kept safely away from loading and unloading areas. For safety reasons, our staff may decline to move items that are too heavy, unstable, or unsafe to carry under the conditions present.

We reserve the right to suspend or terminate the service if the customer behaves abusively, threatens staff, interferes with safe working practices, or requests unlawful conduct. Our team is entitled to a safe working environment and may stop work where necessary. If a service is terminated due to the customer’s breach of these terms, we may charge for time, travel, labour, and other incurred costs up to the point of termination.

No waiver by us of any breach or failure by the customer will prevent us from enforcing these terms later. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. These terms form the entire agreement between the parties in relation to the relevant service, unless a separate written agreement states otherwise. Any verbal promise or understanding not recorded in writing may not be relied upon.

Governing Law These Terms and Conditions, and any dispute or claim arising from them, 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, unless consumer law provides otherwise. By booking with Man And A Van Shepherds Bush, you acknowledge that these terms are reasonable, that you have had the opportunity to review them, and that you agree to comply with them in full.