Acton Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Acton Man And Van provides removal, transport, loading, unloading, and related service arrangements to customers in the UK. By making a booking, you agree to be bound by these terms, together with any written quotation, confirmation, or service note issued for your job. These terms are intended to be read as a legal service page and apply whether the service is arranged for domestic, student, commercial, or specialist transport purposes.
Acton man and van services are provided subject to availability, vehicle capacity, the nature of the goods, the access conditions at collection and delivery points, and the accuracy of the information you provide. We reserve the right to refuse, delay, suspend, or cancel a service where the booking details are incomplete, misleading, unsafe, unlawful, or likely to cause unreasonable risk to people, property, or vehicles. Customers should ensure that all items are suitable for carriage and that any special requirements are disclosed in advance.
These terms do not affect your statutory rights where they cannot lawfully be excluded. Nothing in this document limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. References to we, us, and our mean Acton Man And Van, and references to you and your mean the customer or the person making the booking.
1. Booking Process
A booking becomes valid only when we have confirmed the service in writing, verbally, or by electronic message and have received the required information from you. The booking process for man and van Acton services typically includes the date, collection address, delivery address, type and quantity of items, estimated labour required, and any access issues such as stairs, parking restrictions, lifts, or long carries. We may ask for photographs or further details if the load appears unusual or if a more accurate quote is needed.
Any quotation is based on the information available at the time it is issued. If the scope of work changes, or if the details supplied are inaccurate, we may revise the price, adjust the vehicle size, change the number of operatives, or amend the arrival time. A quotation is not a guarantee that the service will proceed if the conditions on the day differ materially from those described at the time of booking. The customer is responsible for checking the booking confirmation and notifying us promptly of any error.
We aim to arrive within the agreed time window, but all times are estimates unless expressly confirmed as fixed. Delays may occur because of traffic, weather, vehicle issues, or earlier jobs overrunning. Where reasonably possible, we will keep you informed of major changes to timing. The customer must ensure that someone authorised to make decisions is present at collection or delivery, or otherwise available by prior arrangement.
If the service requires the collection or delivery of furniture, appliances, boxes, or bulky items, you must make sure the items are ready for transport unless we have agreed a packing or dismantling service in advance. Items should be separated, labelled where needed, and safe to move. We are not responsible for delays caused by items not being ready, access being blocked, or the customer failing to provide accurate instructions. If we attend a job and cannot complete it due to circumstances within the customer’s control, charges may still apply.
Where applicable, the customer must obtain any necessary permits, building permissions, parking dispensations, or access authorisations unless we have specifically agreed to arrange them. You are also responsible for making sure that the property contains sufficient access space for loading and unloading. We may decline to move items where access is unsafe, unlawful, or likely to cause damage. In such cases, the booking may be treated as a late cancellation or aborted attendance depending on the circumstances.
Our team may refuse to handle items that are visibly unsafe, excessively heavy, unstable, contaminated, or prohibited by law. We may also decline to move items that are inadequately packaged or may cause injury or contamination. If there is any doubt about a particular item, you should tell us before the job starts. The customer remains responsible for declaring any special handling needs, including fragile contents, disassembly, reassembly, or items with residual liquids, oils, fuel, or sharp edges.
2. Payments and Charges
Charges for Acton Man and Van services are usually based on an hourly rate, fixed quote, or a combination of labour, vehicle, distance, waiting time, and additional services. Unless stated otherwise, prices are exclusive of any extra charges arising from waiting, parking, congestion, congestion-zone related costs, tolls, congestion, additional staff, handling of heavy or awkward items, or disposal fees. Any estimate is given in good faith, but the final charge may reflect the actual time, work, and resources required to complete the job.
Payment is normally due on completion of the service unless we agree otherwise in writing. We may request a deposit, full prepayment, or card authorisation for certain jobs, especially where the booking is large, time-sensitive, or involves specialist handling. If payment is not made when due, we reserve the right to charge reasonable recovery costs and any interest permitted by law. We are not obliged to release goods until cleared payment has been received in full where this is lawfully permitted and where it has been made clear in advance.
Additional charges may apply if the actual service differs from the booking description. Examples include, but are not limited to, extra waiting time, additional trips, extra loading staff, difficult access, the need for stair carries, cancellation after arrival, or disposal of items not listed in the original request. Any price increase will be explained where practicable. If you dispute an invoice, you should notify us promptly and provide full details so the matter can be reviewed.
3. Cancellations, Amendments, and No-Shows
You may cancel or amend a booking by giving reasonable notice. Where a cancellation is received close to the scheduled time, we may charge a cancellation fee to cover administration, reserved vehicle time, staffing, and loss of opportunity. If a booking is cancelled after the vehicle has been dispatched or the team has arrived at the collection point, a larger charge may apply. The exact amount will depend on the timing of the cancellation and the resources already committed.
If you wish to change the date, time, addresses, or service type, we will try to accommodate the amendment, but changes are subject to availability. We may need to issue a revised quotation if the alteration affects the vehicle, labour, route, or duration. A no-show occurs where the customer is unavailable, unreachable, or unable to proceed with the booking when our team arrives, or where access is not provided. In a no-show situation, the service may be charged in full or in part.
If we have to cancel a booking due to events outside our reasonable control, including severe weather, road closures, accidents, vehicle breakdown, illness, or legal restrictions, we will attempt to rearrange the service at the earliest reasonable opportunity. Where rescheduling is not practical, our liability will be limited to refunding any advance payment for services not provided, subject to deductions permitted by law. We are not responsible for losses arising from circumstances beyond our control.
Where the service involves time-sensitive moving or relocation work, the customer should avoid arranging onward commitments that depend entirely on a strict arrival time unless this has been expressly confirmed. While we aim to operate efficiently, man and van services can be affected by traffic, access delays, and customer-related overruns. We are not liable for indirect costs arising from missed appointments, loss of earnings, accommodation changes, or third-party charges unless caused by our proven negligence and not otherwise excluded by law.
Any discount, promotional offer, or special rate applies only to the specific terms stated at the time of booking. Promotions cannot be combined unless expressly allowed, and they may be withdrawn, varied, or limited to certain dates, property types, or load sizes. If a promotion was granted on the basis of inaccurate information, we may withdraw the discount and apply the standard rate. All promotional claims remain subject to these terms.
In the event of repeated failed payment attempts, we may suspend future bookings until the balance has been settled. Where a deposit has been taken, it may be applied against outstanding fees, cancellation costs, or aborted attendance charges. Any refund due will be made using the same payment method where practical, unless otherwise agreed or required by law.
4. Liability and Customer Responsibilities
We will take reasonable care when handling goods, but our liability is limited to losses directly caused by our negligence and only to the extent permitted by law. We do not accept liability for ordinary wear and tear, pre-existing damage, hidden defects, inadequate packaging, or damage resulting from the customer’s instructions. It is your responsibility to confirm that fragile, valuable, or sentimental items are suitably protected and that any items of exceptional value are declared in advance. If you want to make special insurance arrangements, you should do so before the service begins.
We are not responsible for loss or damage caused by items being inadequately packed, stacked, or secured by the customer. Likewise, we are not liable for damage arising from the condition of access routes, driveways, staircases, lifts, walls, flooring, or fixtures where the risk was apparent or not disclosed in advance. If you ask us to move items in a way that creates a foreseeable risk, we may decline that request. The customer must remove loose contents, drain appliances where required, and ensure that any hazardous elements are safely dealt with before collection.
If damage occurs and you believe we may be responsible, you must notify us as soon as possible and provide evidence of the issue. You should keep the affected item, packaging, and any relevant photographs available for inspection. We may require a reasonable opportunity to investigate the matter before any decision on liability is made. Failure to report an issue promptly may affect our ability to assess the claim. Our decision on compensation, if any, will be based on the facts, the available evidence, and the limits permitted by law.
5. Waste Regulations and Disposal
Where the service includes removal, collection, or disposal of unwanted items, the customer confirms that all goods provided for disposal are owned by the customer or that the customer has authority to arrange disposal. Waste handling is carried out in accordance with applicable UK waste regulations. We may refuse to remove items that are illegally dumped, suspected of being stolen, contaminated, or not properly declared. The customer must tell us whether items are general waste, reusable goods, bulky waste, electrical items, or special waste requiring separate handling.
We do not accept responsibility for waste that is inaccurately described. If you ask us to dispose of items, you remain responsible for disclosing hazardous substances, chemicals, oils, fuels, asbestos, medical waste, sharps, gas cylinders, batteries, paint, or any other regulated material. Such items may require specialist disposal and may not be accepted under a standard man and van service. If prohibited waste is presented, we may refuse collection, charge for attendance, or report the matter where legally required.
When we transport waste, we may need to use licensed carriers, approved facilities, and proper transfer records where required by law. You agree to provide accurate descriptions of any waste so that we can comply with those obligations. If you ask us to separate reusable items from waste, the request must be made before collection. Any items removed for disposal cease to belong to the customer once legally transferred and accepted for processing, subject to any rights that cannot be excluded by law.
The customer must not place prohibited waste in the load without prior agreement. If mixed waste is discovered during the job, we may suspend the service until the issue is resolved, or we may adjust the fee to cover additional handling and compliance requirements. We will not knowingly breach environmental or waste-handling obligations in order to complete a booking. Compliance with the law takes priority over convenience, and we reserve the right to stop work if continuing would create a legal or safety risk.
6. Force Majeure, Data, and General Terms
We are not liable for delay or failure to perform our obligations where the delay or failure arises from events outside our reasonable control, including but not limited to adverse weather, fire, flood, strikes, road closures, accidents, civil disturbance, government action, or supplier failure. In such cases we may suspend, postpone, or cancel the service without incurring liability beyond any refund required by law for unperformed work. This provision applies in addition to any other rights we may have under these terms.
We may update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in effect. Any failure by us to enforce a right on one occasion does not mean that right is waived on future occasions. These terms are intended to be interpreted in a commercially reasonable way consistent with UK law.
Where we process personal data in connection with a booking, we will do so in line with applicable data protection law and our lawful business needs for administration, communication, invoicing, and compliance. We only keep information for as long as necessary for those purposes or as required by law. Details provided for a booking may be shared with staff, drivers, or service partners only where needed to perform the service. By booking with us, you acknowledge this operational use of your information.
7. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless another part of the UK lawfully applies. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rules provide otherwise. If the customer is based elsewhere in the UK, local mandatory rights may still apply where required by law, but the governing legal framework remains as stated here.
By confirming a booking with Acton Man And Van, you acknowledge that you have read, understood, and agreed to these terms. You also confirm that you have authority to enter into the booking, to accept charges on behalf of the property owner or occupier where relevant, and to make arrangements for the goods being moved or disposed of. These terms are designed to be fair, practical, and consistent with lawful operation of a UK removal and transport service.
For the avoidance of doubt, this document forms the complete service agreement unless we agree otherwise in writing. Any verbal statements made before booking are not binding unless confirmed in writing. The customer is encouraged to retain a copy of the booking details and these Terms and Conditions for reference. Continued use of the service after any amendment will be treated as acceptance of the revised terms where lawful.