These Terms and Conditions set out the basis on which Man And A Van Brent provides removals, deliveries, transport, and associated assistance services to domestic and commercial customers. By requesting a booking, confirming an estimate, or allowing work to begin, the customer agrees to be bound by these terms. For clarity, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “customer” mean the person or business making the booking. These terms are designed to be practical and fair, while reflecting standard UK service expectations.

Man and a Van Brent services are intended for lawful transport and handling of goods only. We may refuse any booking or suspend any job where the requested work would be unsafe, unlawful, beyond the agreed scope, or likely to breach applicable regulations. The customer is responsible for ensuring that the items to be moved are suitable for transit and that any information provided at the time of booking is accurate and complete. If any statement given during the booking process is materially incorrect, we may revise the price, alter the schedule, or cancel the job without liability.

These terms apply to all quotations, estimates, and confirmed bookings made for man and van services, including moving furniture, transporting household goods, local deliveries, light removals, and related loading or unloading assistance. They also apply where we provide additional help such as carrying items up or down stairs, protecting items for transit, or waiting time within the agreed booking. Nothing in these terms affects your statutory rights under UK consumer law.

1. Booking Process

To make a booking, the customer must provide details of the collection point, delivery point, type and quantity of items, access conditions, preferred dates and times, and any special handling requirements. We may issue an estimated price based on the information supplied. An estimate is not a fixed offer unless explicitly stated. A booking is only confirmed once we accept the request and, where required, the customer has agreed to the price, service scope, and any deposit or prepayment terms. Man and a Van Brent reserves the right to amend the quote if the job differs from the original description.

All booking times are given in good faith, but arrival times are approximate unless a fixed time slot has been agreed in writing. Delays may occur due to traffic, weather, access restrictions, previous jobs overrunning, or circumstances beyond our reasonable control. We will make reasonable efforts to communicate changes where possible. The customer must ensure that someone authorised to confirm the job is present, or otherwise available, at the time of the collection or delivery.

If the job requires parking permissions, lift access, permits, key collection, or building management approval, the customer must arrange these in advance unless we have expressly agreed to do so. Failure to secure suitable access may result in additional waiting charges, failed delivery charges, or cancellation charges. We may also decline to undertake work if we believe access conditions create a health and safety risk.

2. Payments and Charges

Prices may be based on hourly rates, fixed rates, or a combination of both, depending on the service requested. Any estimate may include labour, vehicle use, fuel, mileage, congestion-related time, loading assistance, and standard protective equipment, unless otherwise stated. Additional services requested on the day may be charged separately. Man and a Van Brent will always aim to explain any likely extra costs clearly before they are incurred, where it is reasonable to do so.

Payment is due in accordance with the terms agreed at booking or, if no specific arrangement is made, upon completion of the job. We may request a deposit, card pre-authorisation, or full advance payment for certain bookings, including peak dates, long-distance work, or larger jobs. All sums must be paid in pounds sterling unless otherwise agreed. If payment is taken by bank transfer, card, cash, or another approved method, the customer is responsible for ensuring the payment is completed in full and without deduction.

Any unpaid balance may result in a refusal to release items where lawful and appropriate, although we will act reasonably and in line with applicable law. If a payment is returned, reversed, or disputed after the service has been completed, we may recover reasonable administrative costs and any associated bank or processing fees. Interest and recovery costs may also be charged on overdue sums where permitted by law.

3. Cancellations, Amendments, and No-Shows

The customer may cancel or amend a booking by giving reasonable notice. Where a booking is cancelled with sufficient notice, any prepaid amount may be refunded in full or in part, depending on whether costs have already been incurred. If cancellation occurs shortly before the agreed start time, or after we have already allocated staff, vehicle time, or route planning, a cancellation fee may apply. The amount charged will reflect our reasonable losses and preparatory costs.

If the customer is not available at the agreed time, is unable to provide access, or fails to have items ready for collection, the booking may be treated as a late cancellation or failed job. In such cases, waiting time, mileage, crew time, and any other direct costs may still be charged. We are not responsible for losses caused by the customer’s failure to prepare the property or items in time.

If we need to cancel or rearrange a booking due to vehicle breakdown, staff illness, severe weather, road closures, unsafe working conditions, or other events outside our control, we will seek to offer a new date or time. If we cannot provide the service as agreed, any payment received for the cancelled element will be refunded to the extent required by law. We will not be liable for indirect losses arising from such cancellation, except where the law states otherwise.

4. Customer Responsibilities

The customer must ensure that all items are properly packed, secured, and suitable for transit. Fragile or valuable items should be clearly identified and, where necessary, specially protected by the customer unless we have agreed to provide packing assistance. We are not responsible for damage caused by inadequate packing, pre-existing defects, hidden weakness, or items that are inherently unstable. This applies to furniture that is already loose, cracked, or assembled in a way that makes movement risky.

The customer should remove personal belongings, secure drawers and doors where possible, and disconnect appliances only if this is safe and lawful. If we agree to disconnect or reconnect items, this will be limited to simple, non-specialist tasks unless otherwise stated. Man and a Van Brent does not provide electrical, gas, plumbing, or other regulated trade services unless expressly arranged through a qualified professional. Any instruction given by the customer must not require us to act unlawfully or beyond our competence.

Where the customer asks us to place items in a specific location, we will do so with reasonable care. However, the customer remains responsible for confirming that the chosen area can safely support the item and that there is adequate space for manoeuvring. We may refuse to move items through spaces that are too narrow, unsafe, or likely to cause damage to property or items.

5. Liability and Limitations

We will perform our services with reasonable care and skill. If damage is caused directly by our negligence, we will consider the matter fairly and, where appropriate, repair, replace, or compensate in accordance with our legal obligations. Any claim must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service has been completed. The customer should retain evidence of damage and any relevant packaging where applicable.

We are not liable for pre-existing damage, wear and tear, ordinary scuffing consistent with handling during transport, or damage caused by items that were poorly packed, weak, unstable, or unsuitable for movement. We are also not responsible for losses that are indirect or consequential, such as loss of earnings, missed appointments, business interruption, or emotional distress, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

Where third-party assistance is involved, including assistance from building staff, porters, or other contractors, we are not liable for their acts or omissions. If you ask us to follow instructions from a third party, you remain responsible for verifying that the instructions are correct and authorised. Any claim concerning missing items must be raised promptly so that checks can be carried out. We may require reasonable evidence before accepting responsibility for a claim.

6. Waste Regulations and Disposal

Where our service includes removal of unwanted items or waste, the customer must clearly identify what is to be taken away and confirm that they have the right to dispose of it. We only handle waste in compliance with applicable UK waste laws. Man And A Van Brent will not transport or dispose of prohibited, dangerous, toxic, or regulated materials unless expressly agreed and lawfully permitted. This includes, without limitation, asbestos, clinical waste, chemicals, solvents, gas cylinders, fire extinguishers, and other hazardous items.

If we collect waste or unwanted items for disposal, the customer must be truthful about the nature of the materials. Incorrect classification may result in refusal to collect, additional charges, or referral to the proper disposal route. The customer acknowledges that some items may require specialist handling, licensed disposal, or documentation. Where waste transfer documentation is required by law, we may prepare or request appropriate records and the customer agrees to cooperate fully.

We reserve the right to decline any load that appears unsafe, contaminated, or inconsistent with the information provided. The customer is responsible for ensuring that items for disposal are not mixed with ordinary removals unless agreed beforehand. If prohibited waste is discovered after loading, we may unload it, isolate it, or return it at the customer’s expense where lawful and practical. In all cases, disposal will be carried out in a responsible and compliant manner.

7. Delays, Force Majeure, and Service Changes

We will not be liable for failure or delay in performance caused by events beyond our reasonable control. These may include severe weather, accidents, road closures, acts of terrorism, strikes, civil unrest, government restrictions, pandemics, fire, flood, and utility failures. If such an event affects your booking, we will attempt to resume or rearrange the service as soon as reasonably possible.

We may make reasonable changes to the route, vehicle, or operational method if needed to complete the work safely and efficiently. Any such change will not materially reduce the service promised without good reason. If a change is required because the original arrangements were inaccurate or unsafe, additional charges may apply. The customer agrees to cooperate with reasonable requests made to protect items, staff, and property during loading, transport, and unloading.

Occasionally, we may need to terminate work early if continuing would create a serious safety concern or unlawful situation. In that case, we may charge for the work already completed and any direct costs incurred. This does not affect any right the customer may have under UK law if we have failed to provide the service with reasonable care and skill.

8. Complaints and Claims

If you have a concern about the service, you should raise it as soon as possible so that we can investigate while the facts remain fresh. Please provide a clear description of the issue, the date of the booking, and any supporting information. We aim to deal with complaints fairly and promptly. Nothing in this clause limits your legal rights or the remedies available under consumer legislation.

Any claim for loss or damage should be made within a reasonable period after discovery. We may ask to inspect the affected item or to review photographs, receipts, or other evidence before deciding the outcome. If a claim is accepted, our preferred remedy may be repair, replacement, partial refund, or another fair resolution depending on the circumstances. Our approach will always be proportionate to the nature of the loss and the evidence provided.

9. Privacy, Data, and Communications

We will use personal information only for legitimate business purposes connected with the booking, delivery, invoicing, compliance, and service administration. This may include sharing necessary details with staff, subcontractors, or payment processors where required to perform the service. We will handle personal data in accordance with applicable UK data protection laws. The customer is responsible for ensuring that any third-party personal data supplied to us is shared lawfully.

We may communicate by phone, email, text message, or other agreed method in relation to bookings, schedule changes, payment reminders, or service updates. It is the customer’s responsibility to provide accurate contact details and monitor incoming messages. We are not responsible for missed communications caused by incorrect details, technical failure, or messages filtered by the customer’s devices or providers.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

By proceeding with a booking for Man And A Van Brent or any related man and van service, the customer confirms that they have read, understood, and accepted these terms. We recommend that customers keep a copy for their records. These terms are intended to create a clear and balanced agreement for both parties and to support a safe, lawful, and reliable service.