These Terms and Conditions set out the basis on which our man with van Dulwich services are provided. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They apply to home moves, office moves, collections, deliveries, and related transport services arranged by the customer. Please read them carefully before confirming your booking.

In these terms, references to “we”, “us”, and “our” mean the service provider operating the man and van Dulwich service. References to “you” and “your” mean the customer, the person making the booking, and any person authorised to act on their behalf. If the booking is made for a third party, the person placing the order remains responsible for ensuring that these terms are understood and accepted.

We aim to provide a reliable, professional, and practical service for domestic and commercial customers. However, all moves are subject to availability, vehicle suitability, access conditions, item description, and any legal restrictions that may apply. A quote is based on the information provided at the time of enquiry. If the information changes, the price, timing, or feasibility of the service may also change.

All bookings are subject to acceptance by us. A booking is not confirmed until we have acknowledged the request, agreed the quotation or estimated cost, and received any required deposit or written confirmation. We may decline or cancel a booking if the information supplied is incomplete, inaccurate, or suggests that the job cannot be completed safely or lawfully.

When making a booking for our van and man Dulwich service, you must provide accurate details including the collection and delivery addresses, estimated number and size of items, access restrictions, parking limitations, stair counts, lift availability, and any special handling requirements. You must also inform us of any item that is unusually heavy, fragile, valuable, bulky, hazardous, or difficult to move. Failure to disclose relevant information may result in extra charges, delays, refusal to carry certain items, or cancellation of the service.

We may request photographs, an inventory, or other supporting information before confirming the job. This helps us determine the correct vehicle, staffing, and equipment. If the actual job differs materially from the description provided, we reserve the right to amend the quotation on arrival or, where necessary, to refuse to proceed. Any time estimate given is approximate unless expressly stated otherwise in writing.

Payment terms will be confirmed at the time of booking or before the work starts. Unless otherwise agreed, payment is due in full on completion of the service on the same day, using the accepted payment method specified by us. We may require a deposit to secure the booking, especially for larger, same-day, or high-demand jobs. Deposits are normally non-refundable except where cancellation is made by us or where the law requires otherwise.

Prices may be quoted on an hourly basis, fixed-price basis, or as a combination of call-out, labour, mileage, and additional service charges. For a man with a van in Dulwich, any waiting time, extra stops, stairs, congestion, limited access, parking fines caused by customer arrangements, or additional unloading assistance may be charged separately if these factors were not included in the original quote. Any additional charges will be explained as soon as reasonably possible.

Unless we agree otherwise, all prices are exclusive of third-party charges such as parking, tolls, congestion-related costs, storage fees, congestion charges, or waste disposal costs. If payment is not made when due, we may suspend further services, charge reasonable recovery costs, and charge interest on overdue amounts at the statutory rate, where permitted by law. We may also retain goods only where lawful rights of lien apply and only to the extent allowed by law.

You may cancel or amend a booking by giving us notice in writing or by the agreed communication method. Cancellations made more than 48 hours before the scheduled time may be eligible for a full or partial refund of any deposit, depending on the amount of preparation already undertaken. Cancellations made within 48 hours of the appointment may incur a charge to cover lost time, administrative costs, and any vehicle or staff allocation already committed.

If you cancel after the team has been dispatched, arrives at the collection point, or is unable to begin due to incorrect access details, we may charge a call-out fee or the full booked amount, depending on the circumstances. Rescheduling is subject to availability and may involve revised pricing. We will always act reasonably, but we are not obliged to waive charges arising from customer-side delays, missed appointments, or inaccurate instructions.

If we must cancel or postpone a booking for reasons beyond our control, including vehicle breakdown, severe weather, traffic disruption, staff illness, unsafe loading conditions, or legal compliance issues, we will use reasonable efforts to offer an alternative time or suitable substitute arrangement. Where we cannot provide the service at the agreed time, any advance payment for the affected portion of the booking will be refunded or reallocated as appropriate.

Our responsibility is to use reasonable care and skill in carrying out the service. We will handle goods with care and take reasonable steps to protect items during loading, transport, and unloading. However, the customer remains responsible for ensuring that all items are suitably packed, secured, and prepared for transport unless packing has been expressly included in the service. Fragile items should be packed appropriately, and drawers, doors, lids, and loose parts should be secured in advance.

We are not liable for loss or damage arising from inadequate packing, inherent defects, wear and tear, unsecured items, hidden damage, or the customer’s failure to provide accurate information. We are also not liable for delays caused by traffic, weather, road closures, access restrictions, or events outside our reasonable control. Where liability cannot be excluded, it will be limited to the value of the affected item, or the amount permitted by law, whichever is lower, unless a higher level of liability has been expressly agreed in writing.

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. If you believe damage or loss has occurred, you must notify us as soon as reasonably practicable and, in any event, within a reasonable time after completion of the job. You should retain packaging and provide photographs or other evidence if requested. Claims not reported promptly may be harder to investigate and may be reduced accordingly.

Where dismantling or reassembly is part of the service, we will take reasonable care, but we are not responsible for pre-existing instability, hidden defects, unsuitable fixings, or damage caused by items that are not designed for repeated assembly. If a piece of furniture needs specialist tools, a manufacturer-specific method, or complex disassembly, we may refuse to handle it unless agreed in advance. Electrical, gas, plumbing, or integrated fittings must be disconnected by a qualified person before our arrival unless stated otherwise.

Access and parking are your responsibility unless we have expressly agreed to arrange them. You must ensure that the property, loading point, and delivery destination can be accessed safely and lawfully. If permits, building permissions, stair protection, security clearance, or appointment windows are required, you must make the necessary arrangements in advance. We are not responsible for additional costs arising from inaccessible premises, prohibited stopping, or lack of parking close to the property.

If any item is prohibited, unsafe, unlawful, or unsuitable for transport, we may refuse to move it. This includes, without limitation, flammable materials, explosives, pressurised containers, untreated chemicals, contaminated waste, and items restricted by law or by transport regulations. We may also refuse to handle animals, live plants requiring special conditions, cash, jewellery, or other high-value goods unless specifically agreed in advance and appropriately insured. Refusal in such cases does not create liability for delay or loss.

For waste removal or clearance work, you must comply with all applicable UK waste regulations. We will only remove waste that we are lawfully permitted to carry and dispose of. It is your responsibility to tell us what needs to be removed and whether any item may be recyclable, reusable, or classed as hazardous. We may ask for a description or photographs before accepting a waste-related booking.

All waste must be correctly described and separated where required. Controlled waste, electrical items, fridges, mattresses, paint, oils, chemicals, asbestos, sharp materials, and other regulated substances may require special handling or may be refused entirely. If we agree to remove waste, you warrant that you have the right to dispose of it and that it is not contaminated or unlawful to transport. Any hidden hazardous material discovered during loading may lead to immediate suspension of the job and additional charges where lawful.

We reserve the right to dispose of waste through licensed facilities or approved contractors in accordance with applicable legislation. You agree not to place us in breach of waste duty of care obligations. If your booking involves clearance of items from a rental property, business premises, or shared building, you remain responsible for ensuring compliance with landlord, freeholder, managing agent, and local authority requirements. If the waste cannot be legally removed, the service may be refused or only partly completed.

We are not responsible for delays caused by the customer not being ready at the agreed time. If our team arrives and cannot start because items are not packed, access is blocked, keys are missing, or the customer is absent without prior agreement, waiting time may be charged. If the delay becomes excessive, we may leave the site and charge as a late cancellation or failed attendance, depending on the circumstances. Any extension of time is at our discretion and subject to availability.

The customer is responsible for ensuring that all goods being moved belong to them or that they have the owner’s authority to arrange the move. By booking the service, you confirm that you are entitled to request transport of the listed items and that doing so will not breach any contract, court order, lease term, or insurance condition. We may ask for proof of entitlement where necessary, particularly for business assets, disputed goods, or items collected on behalf of another person.

These terms are intended to be fair and lawful. If any part is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any term will be effective unless agreed in writing. A failure by us to enforce a right on one occasion does not prevent us from enforcing it later. Any variation to these terms must be agreed by us in writing.

The service is supplied for your personal or business use as agreed at booking. You must not misuse the service, provide false information, or request unlawful transport. We may terminate the booking without liability if your conduct, the condition of the premises, or the nature of the goods makes it unsafe, abusive, or unlawful to continue. In such cases, you may remain liable for reasonable charges already incurred.

Governing law: These Terms and Conditions and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise. If you are a consumer, any mandatory rights you have under consumer law remain unaffected.

By proceeding with a booking for our man with van Dulwich service, you confirm that you have read, understood, and accepted these Terms and Conditions. They are designed to provide clarity around service delivery, payment, cancellations, liability, and waste compliance. We recommend that you keep a copy for your records and review it before each new booking, as terms may be updated from time to time where lawful.