Terms and Conditions
Acton Man and Van Service Terms and Conditions
These Terms and Conditions set out the basis on which Acton Man and Van provides removal and man and van services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means the person, company or organisation booking or receiving the services.
Services means any man and van, removal, transport, loading, unloading, packing, or related services provided by us.
Vehicle means any vehicle used by us to perform the services.
Property means the premises from which items are collected or to which items are delivered.
Goods means the items, belongings, furniture, boxes and any other items that we are requested to move, handle or transport.
We, us and our mean Acton Man and Van.
You and your mean the client.
2. Scope of Services
We provide man and van and removal services within our usual operating area and, by prior agreement, to and from other locations. Our services may include loading, unloading, transportation of goods, basic furniture disassembly and reassembly, and assistance with moving items within or between properties.
Any description of services provided in our promotional materials, website or verbal estimates is for general guidance only and does not form a binding contract unless specifically confirmed in writing as part of a booking confirmation.
3. Booking Process
3.1 Booking request
You may request a booking by contacting us and providing full and accurate information about your move, including addresses, access details, floors, parking arrangements, approximate volume or list of goods, special items and preferred date and time.
3.2 Quotations
Any quotation or estimate we provide is based on the information you supply. If the information provided is incomplete or inaccurate, or if the circumstances of the job differ from those described, we reserve the right to adjust our charges accordingly. Quotations are not binding until we confirm the booking.
3.3 Booking confirmation
A booking is only considered confirmed when we explicitly accept your request and provide a confirmation of the date, time, service description and charging basis. We may require a deposit or payment details to secure the booking. By confirming a booking, you acknowledge that you have read and accepted these Terms and Conditions.
3.4 Changes to booking
If you wish to change the date, time, addresses, scope of work or any other aspect of your booking, you must notify us as soon as possible. All changes are subject to availability and may result in revised charges. We will inform you of any additional costs before proceeding.
4. Pricing and Payment
4.1 Pricing basis
Our charges may be calculated on an hourly rate, a fixed price, or a combination of both, as stated at the time of booking. Additional charges may apply for congestion zones, tolls, parking fees, waiting time, extra labour, additional journeys, or work carried out outside agreed hours.
4.2 Estimates versus fixed price
Where we provide an estimate based on an approximate description of the job, this is not a guaranteed fixed price. If the work takes longer than estimated due to factors outside our control or information not disclosed at the time of booking, we may charge for the extra time or services at our standard rates.
Where a fixed price is agreed, it applies only to the services and conditions set out in the confirmation. Any deviation or additional services requested will be charged in addition to the fixed price.
4.3 Payment terms
Unless agreed otherwise in writing, payment is due immediately upon completion of the services on the day of the job. For certain bookings, we may require part or full payment in advance. We reserve the right to refuse to start or continue work if payment terms are not met.
4.4 Late payment
If payment is not received when due, we may charge reasonable administration fees and, where applicable, interest in accordance with applicable law. We may also withhold delivery of goods until full payment is received.
4.5 Deposits
We may request a deposit to secure your booking. Deposits are applied toward the final invoice. In the event of cancellation or rescheduling by you, deposits may be non-refundable or subject to deduction as described in the cancellation section.
5. Cancellations and Rescheduling
5.1 Cancellation by you
If you wish to cancel your booking, you must notify us as early as possible. The following cancellation terms apply unless otherwise agreed in writing.
If you cancel more than 72 hours before the scheduled service start time, we may refund any deposit paid, subject to reasonable administrative deductions.
If you cancel within 72 hours but more than 24 hours before the scheduled start time, we may retain all or part of your deposit or charge a cancellation fee up to a reasonable proportion of the estimated job cost.
If you cancel within 24 hours of the scheduled start time or fail to be present or contactable when our team arrives, we may charge up to the full quoted or minimum job price to cover lost time and costs.
5.2 Rescheduling
Requests to reschedule are subject to availability. If you request to reschedule within 72 hours of the scheduled start time, we may treat this as a cancellation and rebooking and apply the cancellation terms above. Any new booking date will only be confirmed once we have agreed to the change.
5.3 Cancellation by us
We reserve the right to cancel or postpone a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, or access issues. In such cases, we will use reasonable efforts to offer an alternative date or time or refund any deposit paid. We will not be liable for indirect or consequential losses arising from such cancellation or postponement.
6. Client Responsibilities
6.1 Access and parking
You are responsible for providing safe and suitable access to the properties at both collection and delivery points. You must arrange any necessary permits, parking spaces, or approvals required for our vehicle to park legally and safely. Any parking fines, charges or penalties resulting from unclear or incorrect instructions may be added to your invoice.
6.2 Packing and preparation
Unless packing services have been expressly agreed, you are responsible for ensuring that all goods are properly packed, secured, and ready for transport. Fragile or valuable items should be clearly marked. We are not responsible for damage resulting from inadequate packing by you or third parties.
6.3 Presence during the move
You or an authorised representative must be present at collection and delivery addresses to direct our team, confirm items to be moved, and sign any relevant documentation. If no one is present, we may treat this as a late cancellation and charges may apply.
6.4 Prohibited and restricted items
You must not request us to move any items that are illegal, dangerous, highly flammable, explosive, corrosive, or otherwise hazardous, including but not limited to gas cylinders, fuel, chemicals, firearms, and certain regulated wastes. You must inform us in advance of any items that may present a risk or require special handling.
7. Waste Regulations and Disposal
7.1 Compliance with waste laws
We operate in accordance with applicable waste and environmental regulations. We are not a general waste carrier and do not transport or dispose of waste unless specifically agreed and permitted by law.
7.2 Items we may refuse to take
We may refuse to transport or dispose of any items that are classified as controlled, hazardous, or prohibited waste, or any items which in our reasonable opinion could pose a risk to health, safety, the environment, our staff, or our vehicle. This may include certain electrical items, building rubble, paint, chemicals, tyres, and similar materials.
7.3 Disposal of unwanted items
If you request us to dispose of furniture or other items, we will inform you whether this service is available and on what terms. Any such service will be charged separately and undertaken only at properly licensed facilities or through authorised channels. You confirm that any items given to us for disposal are your property and that you have the right to dispose of them.
7.4 Fly-tipping
We do not engage in any unlawful dumping or fly-tipping. If you request us to dispose of goods, you authorise us to do so lawfully in accordance with relevant waste regulations. We accept no liability for any penalties arising from the disposal of goods by you or any person other than us.
8. Liability and Limitations
8.1 Duty of care
We will exercise reasonable care and skill in providing our services and handling your goods. However, you acknowledge that minor scuffs or marks can sometimes occur during removals, particularly where access is limited.
8.2 Excluded and limited liability
We will not be liable for any loss or damage arising from or in connection with the following.
Inadequate or improper packing by you or a third party.
Normal wear and tear, scratches or dents inherent in moving items, particularly where access is tight or stairways are narrow.
Loss or damage to items of high value, including but not limited to jewellery, cash, documents, artwork, antiques, or electronic data, unless we have specifically agreed in writing to handle such items and you have provided accurate valuations.
Damage to goods or property where you have insisted on us moving items against our advice in relation to access or safety.
Losses arising from delays or failure to complete the move caused by circumstances beyond our reasonable control, such as traffic, access restrictions, weather conditions or actions of third parties.
8.3 Maximum liability
To the maximum extent permitted by law, our total liability for loss of or damage to goods or property arising from our services shall be limited to a reasonable amount having regard to the value of the goods moved and the price paid for the services, unless a higher limit is agreed in writing before the start of the job. We strongly recommend that you maintain appropriate insurance for your belongings.
8.4 Indirect and consequential loss
We shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, loss of business, loss of opportunity, or emotional distress, arising out of or in connection with our services.
8.5 Damage to property
If damage to property occurs and we are found to be at fault, we may choose to repair the damage, arrange repair by a contractor, or compensate you up to the reasonable cost of repair, subject to the limitations set out in these terms. You must notify us in writing of any alleged damage as soon as reasonably practicable and in any event within seven days of the service date.
9. Insurance
We maintain appropriate insurance cover as required by law and for the proper conduct of our services. Our insurance does not replace your own contents or removals insurance. You are responsible for ensuring that your goods are adequately insured for loss or damage during the move, whether through your own policy or a specialist removals insurance provider.
10. Health and Safety
We reserve the right to refuse to carry out any task that, in our reasonable opinion, would put our staff, you, or any third party at risk of injury or would risk damage to property or goods. This includes moving items through unsafe routes, lifting items that exceed safe handling limits, or working in conditions that fail to meet basic health and safety standards.
11. Complaints and Claims
If you are dissatisfied with any aspect of our services, you should raise the issue with our team as soon as possible so we have an opportunity to address it on the day. If the matter is not resolved, you should submit a written complaint with details of your concerns, together with any supporting evidence.
Any claim for loss or damage to goods or property must be submitted in writing within seven days of completion of the services, unless a longer period is required by law. We may request evidence such as photographs, receipts or repair estimates. Failure to notify us within this time may affect our ability to investigate and may limit any potential remedy.
12. Data Protection and Privacy
We collect and process personal information necessary to manage bookings, provide services and comply with legal obligations. This may include names, addresses, and job-related details. We will handle your personal data in accordance with applicable data protection laws and use it only for legitimate business purposes connected with our services or as required by law.
13. 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.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the services, subject to any mandatory consumer protection laws that provide otherwise.
14. General Provisions
14.1 Entire agreement
These Terms and Conditions, together with any written booking confirmation or agreed variations, constitute the entire agreement between you and us in relation to the services and supersede any prior discussions, correspondence or representations.
14.2 Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
14.3 No waiver
Any failure or delay by us in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.
14.4 Amendments
We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your contract with us. You are advised to review the then-current terms when making a booking.
By proceeding with a booking or using our services, you confirm that you have read, understood and agree to these Terms and Conditions.
