Man with Van Arkley Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Arkley provides removal and related transport services. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following words shall have the meanings set out below:
Client means the person, firm or company who requests or accepts a quotation and for whom Man with Van Arkley agrees to provide services.
Services means removal, collection, delivery, loading, unloading, packing, transport, or any related services supplied by Man with Van Arkley.
Goods means all items handled, transported, packed, stored, or otherwise dealt with by us on behalf of the Client.
Vehicle means any van or other vehicle operated by or on behalf of Man with Van Arkley for the purpose of providing the Services.
2. Scope of Services
Man with Van Arkley provides man and van removal services, light haulage, local collections and deliveries, and associated loading and unloading activities. Services are generally provided within our usual operating area and surrounding locations, but may be extended by prior agreement.
We will perform the Services with reasonable skill and care, using appropriately maintained vehicles and equipment suitable for typical domestic and small business removals.
Any description of Services given in quotations, advertisements or other materials is for general guidance only and does not form a binding specification unless expressly stated in writing.
3. Booking Process
3.1 Initial enquiry and quotation
The Client may request a quotation by providing details of the required move or transport, including addresses, access information, dates, times, list or approximate volume of Goods, and any special requirements. Quotations are based on the information supplied and are subject to revision if that information is inaccurate or incomplete.
Unless otherwise stated, quotations are estimates only and not a fixed price. Additional charges may apply for waiting time, extra staffing, additional journeys, extended mileage, parking charges, tolls, or services outside the original scope.
3.2 Confirming a booking
A booking is only confirmed when we have:
a. Agreed the date, approximate start time, and service details with the Client; and
b. Received any required deposit or pre-payment; and
c. Confirmed the booking to the Client verbally or in writing.
We reserve the right to refuse any booking at our discretion.
3.3 Client responsibilities at booking stage
The Client is responsible for ensuring that all information provided during the booking process is accurate and complete, including:
Full collection and delivery addresses;
Details of stairs, lifts, access restrictions, parking limitations, and any special access requirements;
Approximate quantity, size, and nature of Goods to be moved;
Any particularly heavy, fragile, or high value items;
Any items requiring disassembly or reassembly.
Failure to disclose relevant details may result in additional charges, delays, or, in extreme cases, our refusal to carry out the work where it would be unsafe or unreasonable to do so.
4. Payments and Charges
4.1 Rates and pricing
Our charges may be based on hourly rates, fixed prices, or a combination, as communicated to the Client at the time of quotation and booking. Any minimum booking duration will be stated during the booking process.
Charges may include travel time to and from locations, fuel, mileage, congestion or clean air zone charges, tolls, and reasonable expenses incurred in providing the Services.
4.2 Deposits and pre-payments
We may require a deposit or full pre-payment to confirm a booking. Deposits and pre-payments are generally non-refundable except as set out in the cancellation terms below.
4.3 Payment methods and timing
Unless agreed otherwise in writing, payment is due immediately upon completion of the Services on the day of the move or transport. In some cases, part or full payment may be required in advance.
If payment is not made when due, we reserve the right to charge reasonable late payment fees and interest, and to withhold delivery of Goods until payment is received in full.
4.4 Additional charges
Additional charges may apply where:
Access is significantly worse than described or anticipated, for example prolonged walking distances, many flights of stairs, or restricted vehicle access;
The quantity of Goods exceeds the initial estimate or requires additional trips;
Waiting time is incurred beyond what is reasonably expected, including delays caused by the Client, building management, or third parties;
Parking fines or penalties are incurred where lawful or reasonable parking arrangements have not been provided by the Client;
Extra services are requested on the day, such as packing, disassembly, or reassembly of items not originally agreed.
Any such charges will be explained to the Client as soon as reasonably possible.
5. Cancellations and Changes
5.1 Client cancellation
The Client may cancel a booking by giving notice to us. The following cancellation terms will normally apply unless otherwise agreed:
If cancellation is made more than 72 hours before the scheduled start time, we will usually refund any balance paid, retaining any deposit as an administration and scheduling fee, unless agreed otherwise;
If cancellation is made within 72 hours of the scheduled start time, we may retain part or all of the total quoted charge to cover loss of work and administrative costs, particularly where we are unable to reallocate the booking;
If the Client fails to be present, provide access, or otherwise make it possible for us to perform the Services at the agreed time, this may be treated as a same day cancellation and full charges may apply.
5.2 Changes to bookings
Requests to change the date, time, or scope of a booking are subject to availability and may result in revised charges. Where changes are substantial, we may treat the original booking as cancelled and create a new booking subject to these terms.
5.3 Cancellations by us
In rare circumstances, we may need to cancel or reschedule a booking due to reasons beyond our reasonable control, such as vehicle breakdown, staff illness, severe weather, or safety concerns. In such cases, we will inform the Client as soon as practicable and offer an alternative date or a refund of any pre-payments made for the affected booking. We will not be liable for any indirect or consequential losses arising from such cancellation.
6. Client Responsibilities
The Client is responsible for:
Ensuring that Goods are packed safely and securely, unless packing services have been agreed;
Ensuring that all items to be moved are ready for loading at the agreed start time;
Obtaining any necessary parking permits or arranging suitable parking close to the property;
Providing clear instructions and supervising the move where necessary;
Ensuring that no prohibited, illegal, hazardous, or unsafe items are included in the Goods.
Children and pets should be kept away from areas where loading and unloading is taking place for safety reasons.
7. Limitations and Exclusions of Liability
7.1 General duty of care
We will exercise reasonable care and skill in handling and transporting the Goods. However, the Client accepts that minor scuffs, marks, or wear may occur in the normal course of moving, particularly in tight stairwells or confined spaces.
7.2 Excluded items
We do not accept responsibility for loss of or damage to the following items unless we have agreed in writing to move them and they have been properly declared and packed:
Cash, jewellery, watches, precious metals, stones, or similar valuables;
Important documents, deeds, securities, or financial instruments;
Items of exceptional value, artworks, antiques, collections or items exceeding a reasonable market value for typical domestic contents;
Perishable goods, plants, animals, or living organisms;
Hazardous or explosive materials, including gas cylinders, fuels, chemicals, paints, or solvents.
7.3 Pre existing damage and poor condition
We are not liable for damage to items that are inherently fragile, poorly constructed, or already damaged, including furniture made of weak chipboard or similar materials, unless we have specifically agreed to handle such items with additional measures.
7.4 Indirect and consequential loss
We will not be liable for any indirect, consequential, or purely economic losses, including loss of profits, loss of revenue, loss of opportunity, or additional costs arising from delays, missed appointments, or cancellation of third party services.
7.5 Maximum liability
To the extent permitted by law, our total liability for loss of or damage to Goods, or any other loss arising out of or in connection with the Services, shall not exceed the lower of the reasonable replacement value of the Goods affected or a reasonable limit reflecting the charges for the Services, unless a higher limit is agreed in writing.
7.6 Notification of claims
Any loss of or damage to Goods must be reported to us as soon as reasonably practicable and in any event within 7 days of completion of the Services. The Client should provide a reasonable description of the loss or damage and supply evidence where available.
8. Access, Parking and Property Damage
8.1 Access
The Client must ensure that reasonable access is available at collection and delivery addresses. If access is restricted, unsafe, or significantly worse than described, we may either charge additional fees or refuse to carry out part or all of the Services.
8.2 Parking
The Client is responsible for arranging lawful and reasonably convenient parking for our Vehicles. Any parking charges, penalties, or fines incurred due to inadequate arrangements may be charged to the Client, unless arising from our own negligence.
8.3 Damage to property
We will take reasonable care to avoid causing damage to property, including buildings, fixtures, and fittings. Where damage occurs as a direct result of our negligence, we will consider reasonable repair costs. We are not responsible for damage caused where the Client has requested us to proceed against our advice, for example moving large items through very tight spaces where damage is likely.
9. Waste Regulations and Prohibited Items
9.1 Waste carriage
We operate in accordance with relevant waste regulations. We do not operate as a general waste disposal contractor and do not carry household waste, building rubble, or similar refuse unless this has been specifically agreed and is compliant with applicable laws.
9.2 Prohibited items
The Client must not include in any Goods given to us for transport any items that are illegal, hazardous, explosive, or otherwise prohibited under applicable regulations. This includes, without limitation, illegal substances, firearms, ammunition, gas cylinders, fuel containers, chemicals, or asbestos containing materials.
If such items are discovered, we may refuse to transport them, may remove them from our Vehicles, and may inform the relevant authorities if required by law. The Client will be responsible for any costs, loss, or damage arising from the inclusion of prohibited items.
10. Delays and Events Beyond Our Control
We will use reasonable efforts to adhere to agreed dates and times. However, timings are estimates only and may be affected by traffic, weather, road closures, accidents, mechanical breakdowns, or other events beyond our reasonable control.
We will not be liable for delays arising from such events, provided we have taken reasonable steps to minimise their impact. Where significant delays occur, we will keep the Client informed as far as reasonably practicable.
11. Insurance
We aim to maintain appropriate motor and public liability cover for our operations. The Client is encouraged to ensure that their own contents or business insurance policies remain in force during the move, and to check whether additional cover is required for high value items or unusual risks.
12. Complaints and Dispute Resolution
If the Client is dissatisfied with any aspect of the Services, they should raise the issue with us as soon as possible so that we can seek to address it. Most concerns can be resolved informally through discussion.
If a dispute cannot be resolved by mutual agreement, either party may pursue their rights through the courts as set out in the governing law clause below.
13. Data Protection and Privacy
We collect and use personal information such as names, addresses, and contact details for the purposes of providing quotations, managing bookings, delivering the Services, and handling payments. We will treat such information with appropriate care and will not sell personal data to third parties.
We may share necessary information with our staff, subcontractors, or insurers where required for the performance of the Services or to comply with legal obligations.
14. Subcontracting
We may, at our discretion, use vetted subcontractors or additional service providers to carry out all or part of the Services. In such cases, we will remain responsible to the Client for the proper performance of the Services, subject to these Terms and Conditions.
15. Variations to Terms
Any variation to these Terms and Conditions must be agreed in writing by Man with Van Arkley. No verbal statements or representations will amend or override these terms unless confirmed in writing.
16. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions or the Services provided by Man with Van Arkley.
By confirming a booking or using our Services, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
