Docklands Man And Van Terms and Conditions
These Terms and Conditions set out the basis on which Docklands Man And Van provides domestic and commercial removal, transport, and related moving services. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. These terms are intended to be clear, fair, and consistent with applicable UK law.
Booking process. A booking is formed when the customer provides the required service details and we confirm acceptance of the job. Booking requests may be made through approved communication channels and must include accurate information about the collection and delivery addresses, access conditions, the nature and volume of items, and any special handling requirements. Any quotation given before a survey or inspection is based on the information supplied by the customer and may be revised if the actual job differs materially from the details provided. The customer is responsible for ensuring that the booking information is complete and correct.
We may refuse, postpone, or cancel a booking if the service requested is unsafe, unlawful, beyond our operational capacity, or materially different from what was described at the time of booking. Where a booking is confirmed for a particular date and time, we will use reasonable efforts to attend within the agreed window. However, arrival times can be affected by traffic, weather, delays on earlier jobs, access restrictions, or other events outside our control. We may contact the customer to update the expected arrival time where reasonably practicable.
Customer obligations. The customer must ensure that the premises and items are ready for collection at the scheduled time. This includes providing clear access, reserving lift or parking arrangements where needed, and securing any necessary permissions from building management, landlords, neighbours, or local authorities. If any item requires dismantling, specialist handling, or extra labour not previously disclosed, additional charges may apply. The customer must also make us aware of fragile items, high-value goods, restricted access, or hazards that could affect the moving service. A failure to disclose relevant information may lead to delay, refusal of service, or revised charges.
We reserve the right to decline to move any item that is prohibited, unsafe, improperly packed, or likely to cause damage to property, people, or vehicles. This includes items that are leaking, contaminated, overloaded, or packaged in a way that presents a risk. The customer should remove or secure all loose items, personal data, and valuable possessions before the service begins. Docklands Man And Van is not responsible for items left unattended, misplaced by the customer, or improperly labelled for transport.
Payments. Unless otherwise agreed in writing, payment is due in full on completion of the service, or in advance where a deposit, card pre-authorisation, or upfront payment has been requested. We may accept different payment methods from time to time, but acceptance of any particular method is not guaranteed unless confirmed in advance. All prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotations are based on the expected duration, mileage, labour, and any extra services requested, such as waiting time, packing assistance, dismantling, stair carries, or waste removal.
If the job exceeds the estimated time or scope because of factors outside our control, additional charges may be applied. These may include, but are not limited to, waiting time, repeated loading or unloading, failed access, incorrect address information, or the need to carry items further than expected. If additional costs arise, we will seek approval from the customer where reasonably possible before continuing. The customer remains responsible for payment even where a third party arranged the booking on their behalf, unless we have agreed otherwise in writing.
We may suspend work or withhold delivery if payment is not made when due, subject to applicable law. Any unpaid sums may incur reasonable recovery costs and interest where permitted. If a customer disputes a charge, they must raise the issue promptly and in good faith so that it can be reviewed. Disputes do not entitle the customer to withhold payment for any undisputed part of the invoice. For avoidance of doubt, any quote is an estimate unless expressly stated as fixed, and a fixed price may still change if the customer varies the job after booking.
Cancellations and rescheduling. Customers may cancel or move a booking, but notice requirements may apply. If the cancellation is made sufficiently in advance, no charge may be due, provided we have not already incurred costs. Where a booking is cancelled at short notice, especially after the vehicle has been dispatched or staff allocated, a cancellation fee may be charged to reflect lost time, fuel, and operational expense. If the customer is not present, cannot provide access, or the job cannot proceed for reasons within the customer’s control, this may be treated as a late cancellation or failed attendance.
If we need to cancel or reschedule a booking due to circumstances beyond our control, we will use reasonable efforts to offer an alternative time. Such circumstances may include severe weather, vehicle breakdown, illness, accidents, road closures, or legal restrictions. We will not be liable for losses arising from a lawful cancellation or delay caused by events outside our reasonable control, though we will act fairly and communicate with the customer as soon as practical. Any refund, where due, will be limited to sums already paid for services not supplied.
Liability. We will take reasonable care when handling goods and property, but our liability is limited to the extent permitted by law. 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. Subject to that, we are not responsible for indirect or consequential losses, loss of profit, business interruption, emotional distress, or loss caused by inaccurate information supplied by the customer. We do not accept responsibility for pre-existing damage, hidden defects, or items that are inadequately packed or secured.
Where damage to property or items occurs due to our negligence, the customer must notify us as soon as reasonably possible and provide evidence of the damage. We may inspect the affected items or premises before agreeing any resolution. Our total liability for any claim arising out of a single booking will be limited to the amount paid for the service, except where a different limit is required by law. Customers are expected to arrange their own insurance for goods of particular value, as our service is not an all-risks insurance policy.
Waste regulations and disposal. Where our service includes removal of waste, the customer must ensure the waste is accurately described and lawfully presented for collection. We operate in accordance with relevant UK waste legislation and only handle waste types that we are permitted to carry or dispose of. The customer must not request us to remove hazardous, clinical, chemical, asbestos-related, or otherwise restricted waste unless we have specifically agreed and are authorised to do so. Any prohibited waste may be refused.
All waste transferred for removal must be the property of the customer or otherwise lawfully available for disposal. The customer warrants that they have the right to authorise removal and that the waste has not been stolen, fly-tipped, or unlawfully dumped. Where waste transfer documentation or other records are required by law, the customer agrees to provide accurate information. We may charge based on volume, weight, loading time, disposal fees, and the nature of the waste. Incorrect classification of waste may result in additional charges or refusal of collection.
We may separate recyclable materials from general waste where operationally appropriate and permitted by law. However, we make no promise that any waste will be recycled unless this is specifically stated. The customer remains responsible for ensuring that any items excluded from waste collection, such as batteries, gas bottles, paint, oils, or electrical items, are removed or identified beforehand. If prohibited materials are concealed in a load, any resulting costs, penalties, or clean-up expense may be passed to the customer where lawful.
Property access, parking, and site conditions. The customer must ensure that the site is safe and reasonably accessible for our team and vehicle. If access is limited by stairs, narrow corridors, lift restrictions, security procedures, soft ground, or parking limitations, the customer must notify us before the job begins. We are entitled to refuse unsafe access routes or to charge for the additional labour required. Any permits, loading bay bookings, or permission to stop in restricted areas are the customer’s responsibility unless agreed otherwise in writing. Delays caused by access issues may be charged as waiting time.
Where the customer asks us to move items through tight spaces, around corners, or up and down multiple flights of stairs, the customer acknowledges that such work increases the risk of minor scuffs or incidental marks. We will take reasonable precautions, but we cannot guarantee that no minor cosmetic impact will occur where access is unusually difficult or where the item is large, heavy, or awkwardly shaped. The customer should identify any items that require specialist protection or lifting equipment before the service begins.
Claims, complaints, and governing law. Any complaint should be raised promptly so that it can be investigated. The customer must provide details of the issue, relevant photographs where available, and any supporting information required to assess the claim. We aim to deal with concerns fairly and within a reasonable time. If a claim is made, the customer must preserve the item or area in question and must not arrange repair or disposal before we have had a reasonable chance to inspect, unless doing so is necessary to prevent further damage or danger.
If any term is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in full force. A failure by us to enforce any right or provision under these terms does not constitute a waiver of that right. We may update these Terms and Conditions from time to time, and the version in force at the time of booking will apply to that booking unless a change is required by law or agreed otherwise.
Governing law. 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. The courts of England and Wales will have exclusive jurisdiction, unless the customer is a consumer resident elsewhere in the UK and mandatory legal rights provide otherwise. By booking with Docklands Man And Van, the customer confirms that they have read, understood, and accepted these terms.