Terms and Conditions for Man and Van Balham
These Terms and Conditions apply to all bookings made with Man and Van Balham and set out the basis on which our moving, collection, delivery and related services are provided. By confirming a booking, the customer agrees to these terms in full. The purpose of this page is to explain how our service works, what is included, how payments are handled, when cancellations may apply, and the responsibilities of both parties. For the avoidance of doubt, references to we, us and our mean the service provider operating under the Man and Van Balham name, and references to you or the customer mean the person, business or organisation requesting the service.
1. Scope of service. Our man and van service is provided for domestic, commercial and light specialist transport tasks, including removals, single-item collection, furniture transport, store pick-ups and similar jobs. We will carry out the work using reasonable care and skill, in line with the booking information supplied by you. Any quotation or estimate is based on the details you provide, including item type, access conditions, parking, floors, timing, and any assistance required. If the details given are incomplete or inaccurate, the price, vehicle size, crew requirements and completion time may need to be revised.
2. Customer information and accuracy. You must ensure that all information provided before and during the booking process is accurate, complete and up to date. This includes the collection and delivery addresses, access arrangements, inventory descriptions, item dimensions, any fragile or valuable goods, and any restrictions affecting loading or unloading. We may rely on this information when allocating a vehicle and crew. If the actual service requirements differ from the information supplied, we may charge additional fees or, where necessary, decline to carry out all or part of the service if it cannot be completed safely or lawfully.
3. Booking process. A booking is normally made when you request a quotation, confirm the service details, and accept our proposed price and time slot. A booking may be accepted verbally, in writing, by email, or by any other recorded method we use from time to time. Any booking is subject to availability and confirmation from us. Once confirmed, the booking becomes binding, although it may still be subject to these Terms and Conditions, including any cancellation charges, waiting-time charges, and additional service charges that may arise if circumstances change on the day.
We may ask for further information before confirming a booking, especially where the job involves multiple floors, bulky items, limited access, parking restrictions, assembly/disassembly, or items that require special handling. We reserve the right to refuse or cancel a booking if the requested work is outside the scope of our service, if it appears unsafe, or if we reasonably believe the job would breach any legal or operational requirement. The customer is responsible for ensuring that any required permits, permissions or access approvals are in place before the scheduled collection or delivery time.
Where time slots are given, they are estimated arrival windows rather than guaranteed exact times unless we have expressly agreed otherwise in writing. Traffic, weather, loading difficulties, delays caused by previous jobs, and other circumstances beyond our control may affect the schedule. We will use reasonable efforts to attend within the expected time window, but a delay does not automatically entitle the customer to cancel without charge unless the delay is unreasonable and directly caused by our fault.
4. Prices and payments. Unless otherwise stated, prices are quoted in pounds sterling and may be based on hourly rates, fixed fees, minimum charges, or a combination of these. Any quotation may exclude parking charges, congestion-related costs, tolls, congestion zone fees, additional labour, waiting time, storage, or waste disposal fees unless expressly included. If the work takes longer than expected because of factors outside our control, additional time may be charged at the applicable rate. The final amount payable will reflect the service actually delivered and any agreed extras.
Payment is due in accordance with the terms agreed at the time of booking. We may require a deposit, full prepayment, or payment on completion depending on the nature of the job and the level of risk involved. Accepted payment methods may vary, and we may refuse cashless or card payments if technical or security issues arise. If payment is not made when due, we reserve the right to suspend future services, retain goods where lawful, and recover any reasonable costs incurred in collecting the outstanding balance, including administrative and legal costs where permitted by law.
5. Cancellations and rescheduling. If you wish to cancel or reschedule, you must notify us as soon as possible. The amount payable, if any, will depend on the notice period and on whether we have already allocated staff, vehicle, fuel, or other resources to your booking. Cancellations made with sufficient notice may be accepted without charge, but late cancellations may attract a fee to cover lost time and preparation costs. If you are not present at the agreed time, refuse access, or fail to make the items available, it may be treated as a late cancellation or a failed booking.
6. Customer obligations on the day. You must ensure that the goods to be moved are ready for collection, safely packed where appropriate, and accessible at the agreed time. Items should be clearly labelled if they require special handling. You should also make sure that driveways, entrances, stairways, lifts and loading areas are available and free from unnecessary obstruction. If our team is required to wait because access is not ready, waiting time may be charged. If a property is unsafe, unsanitary, or presents a health and safety concern, we may pause or stop the work until the issue is resolved.
Where assembly, disassembly, lifting, or manoeuvring is required, you must inform us in advance of any item that is heavy, fragile, awkwardly shaped, hazardous, or of high value. We may decline to move certain items if they pose a risk to people, property, or the vehicle. This includes goods containing flammable materials, pressurised containers, live animals, perishable items, illegal goods, or anything else prohibited by law or by our operational policy. You remain responsible for the contents of your goods and for ensuring that they are lawful to transport.
7. Liability and insurance. We will take reasonable care when handling your belongings, but our liability is limited by the terms below and by applicable law. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by unsuitable packing, inadequate protection, incorrect instructions, or the inherent fragility of the item. Unless otherwise agreed, it is your responsibility to empty furniture, remove loose contents, secure drawers and doors, and protect delicate surfaces. We do not accept liability for loss of data, indirect loss, loss of profit, or consequential loss arising from any service provided.
Our total liability in respect of any claim arising from the service shall not exceed the amount paid or payable for the specific job giving rise to the claim, except where liability cannot lawfully be limited. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Where damage or loss is alleged, you must notify us as soon as reasonably possible and provide evidence of the issue, including photographs, item descriptions, and any relevant supporting information.
Any claim for compensation must be made promptly and in any event within a reasonable time after completion of the service. Failure to report damage quickly may affect our ability to investigate and may reduce or remove any remedy available. We may choose, at our discretion, to inspect, repair, replace, or compensate for damaged items, subject to the limits above and subject to any applicable insurance arrangements. No third party may rely on these Terms and Conditions unless we expressly agree otherwise in writing.
8. Waste handling and regulations. Where our man and van service includes waste removal, clearance or disposal, the customer must clearly identify any items to be treated as waste and must ensure that the waste is described honestly and accurately. We will only dispose of waste in accordance with applicable UK waste laws and regulatory requirements. We do not knowingly transport or dispose of hazardous, clinical, electrical, chemical, asbestos-related, or controlled waste unless we have explicitly agreed to do so and are legally authorised to handle it. Illegal or incorrectly described waste may be refused.
9. Customer duties regarding waste. You are responsible for disclosing whether items include mixed waste, recyclable materials, confidential materials, or goods requiring special treatment. If you fail to disclose this information, and we incur additional costs, delays or liabilities as a result, those costs may be passed on to you. We may require proof of origin, ownership, or disposal authority where appropriate. Any waste left for collection must be safely accessible, and you must not include prohibited items unless we have confirmed in advance that they may be accepted. We reserve the right to refuse any load that is not compliant with waste regulations.
All waste services are provided on the understanding that you are the duty holder or are otherwise authorised to arrange the disposal of the items concerned. If documentation, sorting, segregation, or transfer notes are required by law, you agree to cooperate fully and provide accurate information. We may also decline to remove waste where doing so would expose us to regulatory risk, contamination, or unlawful disposal. If we are fined, charged, or otherwise penalised because of false or incomplete information provided by you, you agree to reimburse us for those losses to the extent permitted by law.
10. Property access, parking and permits. You are responsible for arranging suitable access to both collection and delivery locations, including any parking permissions, resident bays, visitor permits, loading exemptions, lift bookings, building access keys, or security passes required for the job. Where parking or access is difficult or restricted, we may need to park further away, carry items over longer distances, or work around site rules, and this may result in extra charges. If access is not possible or would put our team at risk, we may terminate the job and charge for time already spent.
11. Delays, force majeure and operational changes. We are not responsible for delays or failure to perform where caused by events beyond our reasonable control, including severe weather, traffic incidents, road closures, vehicle breakdown, fire, illness, industrial action, power failure, or interruptions to third-party systems. In such circumstances, we may rearrange the booking, provide an alternative vehicle or crew, or reschedule the service to another suitable time. If a force majeure event continues for a significant period, either party may cancel the affected booking without further liability except for amounts already due for services provided before cancellation.
12. Intellectual property, privacy and communications. Any information, quotation, or booking document we provide remains our property or the property of the relevant rights holder. Personal data supplied by you will be handled in accordance with applicable data protection law and used only for legitimate business purposes related to your booking, payments, compliance and service administration. We may communicate with you by email, text message, telephone or other commonly used methods in relation to your booking. By using our service, you consent to such communications for operational purposes.
13. Complaints and dispute resolution. If you are unhappy with any part of the service, you should raise the matter promptly so that we can review the issue and, where appropriate, investigate and seek a fair resolution. Both parties agree to act reasonably and in good faith when dealing with any disagreement. Nothing in this section affects your statutory rights. If a dispute cannot be resolved informally, the parties may use any lawful dispute resolution process available, including negotiation or mediation, before commencing formal proceedings, although either party may take urgent action where necessary to protect its rights.
14. Changes to these terms. We may update or revise these Terms and Conditions from time to time to reflect changes in law, business practices, operational requirements or service structure. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. Any material amendment will not affect bookings already confirmed unless the change is necessary for legal compliance or unless you agree to the revised terms. Continued use of our Balham man and van service after an update constitutes acceptance of the revised terms for future bookings.
15. Severability and waiver. If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as removed to the extent necessary, and the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy on one occasion does not mean that we waive that right or remedy in the future. Headings are included for convenience only and do not affect interpretation. These terms are intended to be read as a whole and interpreted in a commercially sensible way.
16. Governing law. These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and construed in accordance with the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are a business customer, you confirm that you have authority to enter into the booking and to accept these Terms and Conditions on behalf of the organisation you represent.