Docklands Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Docklands Man and Van provides removal, transport and related services to private and business customers. By making a booking or allowing work to commence, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below.

Company means Docklands Man and Van, the provider of removal, transport and related services.

Customer means the person, firm or company requesting the services of the Company and responsible for payment.

Services means removal, collection, delivery, loading, unloading, packing, unpacking, and any other services supplied by the Company.

Goods means any items, property or belongings handled, transported or stored by the Company for the Customer.

Booking means a confirmed request for Services, whether made by phone, online, or in writing and accepted by the Company.

Service Area means the general geographic area within which the Company routinely operates its removal and transport services.

2. Scope of Services

The Company provides man and van removal, transport and related services for residential, commercial and other lawful purposes. Services may include local and longer distance moves, single item transport, multi-drop deliveries, and assistance with loading and unloading.

The exact nature of the Services to be provided, including the Service Area for collection and delivery, will be agreed at the time of Booking based on the information supplied by the Customer. Any variation to the agreed Services may result in additional charges.

3. Booking Process

All Services are subject to availability and must be booked in advance. A Booking is made when the Customer provides details of the required Services and the Company confirms acceptance, including the date, time window, pick-up and delivery addresses, and any special requirements.

The Customer must provide accurate and complete information at the time of Booking, including but not limited to access conditions at each address, parking availability, floor levels, the presence of lifts, the approximate volume and nature of Goods, and any particularly heavy, fragile or valuable items.

The Company reserves the right to decline or cancel a Booking where information provided is incomplete, inaccurate, misleading or where the Services cannot reasonably be provided within the agreed Service Area or time frame.

Provisional dates or quotes do not constitute a confirmed Booking until expressly accepted by the Company. The Company may require a deposit or part payment to secure a Booking.

4. Quotes and Pricing

Unless stated otherwise, any quote given by the Company is based on the information supplied by the Customer and is subject to these Terms and Conditions. Quotes may be given on a fixed price or hourly rate basis.

Fixed price quotes are valid for a limited period as stated at the time of issue. If the volume or nature of Goods, the access conditions, or any other key details differ from those provided at the time of quoting, the Company may adjust the price to reflect the actual work required.

Hourly rate work is charged from the agreed start time or arrival window, whichever is earlier in terms of the Company’s readiness to perform the Services, and continues until completion. Waiting time caused by the Customer, including delays in gaining access, is chargeable.

Additional charges may apply for services outside normal working hours, extended travel within the Service Area, congestion or clean air charges, tolls, parking fees and penalties (where caused by unavailable or inadequate parking arrangements), heavy or awkward items, and additional labour beyond what was agreed.

5. Payments and Invoicing

Unless agreed otherwise in writing, payment is due on completion of the Services on the same day. The Company may require payment of a deposit before the date of the move, with the balance due on completion, or may require full payment in advance for certain bookings.

The Customer is responsible for ensuring that funds are available at the time payment is due. The Company accepts the payment methods notified to the Customer during the booking process or prior to service delivery.

Where the Customer is a business and credit terms are expressly agreed in writing, invoices are payable in full within the agreed period from the invoice date. The Company reserves the right to charge interest and administration fees on overdue accounts in accordance with applicable legislation and reasonable business practice.

The Company may refuse to commence or continue Services or to unload Goods until any outstanding payments, including deposits and additional charges, have been paid or suitable arrangements have been confirmed.

6. Cancellations and Amendments

If the Customer needs to cancel or amend a Booking, the Customer must notify the Company as soon as possible. Cancellations or changes are only effective once acknowledged by the Company.

The Company may apply cancellation charges, which are typically related to the notice given before the scheduled start time. As a general guideline, no fee may be charged for cancellations made with reasonable advance notice, whereas late cancellations may incur a percentage of the quoted price or an agreed minimum charge.

If the Company arrives at the collection address and is unable to perform the Services due to the Customer’s failure to be present, failure to provide access, or other issues within the Customer’s control, this will be treated as a late cancellation and the full or minimum charge may be payable.

Where the Customer requests material amendments to the Booking, such as changes of date, time, addresses or scope of work, the Company will use reasonable efforts to accommodate such changes but cannot guarantee availability. Prices may be adjusted to reflect the revised requirements.

7. Customer Responsibilities

The Customer is responsible for ensuring that the Goods are ready for collection at the agreed time, suitably packed where appropriate, and that all necessary arrangements have been made for vehicle access and parking at both collection and delivery addresses.

The Customer must obtain any required permits, authorisations or approvals for parking, loading and unloading, and must inform the Company of any restrictions that may affect the provision of the Services in the Service Area.

The Customer must be present or represented by an authorised person during collection and delivery to direct the work, confirm items to be moved, and sign any relevant documentation. Where no representative is present, the Company will perform the Services in a reasonable manner but accepts no liability for alleged missing items or misplacement.

The Customer must ensure that all Goods are properly labelled where necessary, that valuables and important documents are kept separately, and that any items which are prohibited, dangerous or unlawful are not presented for transport or disposal.

8. Restrictions and Excluded Items

The Company does not carry, pack, store or handle items that are illegal, hazardous, explosive, flammable, corrosive, perishable beyond normal household items, live animals, or any item that, in the opinion of the Company, poses a risk to people, property or the environment.

The Customer must not present for transport any goods that require special licences, handling or equipment beyond those agreed at the time of Booking. Where such items are discovered, the Company may refuse to transport them, may remove them from the vehicle, or may terminate the Services without refund.

The Company does not accept responsibility for cash, jewellery, precious metals, laptops, mobile devices, important documents or irreplaceable items unless expressly agreed in writing and appropriately insured.

9. Waste and Disposal Regulations

The Company operates in accordance with applicable waste and environmental regulations. The Company is not a general waste collection service and will only remove items designated as waste or for disposal where this has been agreed in advance.

The Customer is responsible for accurately describing any items for disposal and confirming that such items may lawfully be transported and disposed of. Certain materials, including hazardous or specialist waste, electrical items and appliances, may be subject to additional legal requirements or charges.

The Company reserves the right to refuse to collect or transport any waste or item for disposal that appears to be hazardous, improperly contained, or not in compliance with relevant regulations, or where the volume or type of waste exceeds what was agreed.

Where the Company agrees to remove waste or unwanted items, it will use lawful and appropriate disposal routes. The Customer remains responsible for any breach of law resulting from misinformation or misrepresentation concerning the nature or origin of the items.

10. Liability and Limits of Responsibility

The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability for loss of or damage to Goods, property or premises is subject to the limitations and exclusions set out in these Terms and Conditions.

The Company is not liable for any loss or damage arising from the Customer’s failure to pack Goods safely, to secure items properly, or to provide accurate information about the nature or condition of the Goods. Flat-pack furniture and self-assembled items are moved at the Customer’s risk.

The Company is not responsible for normal wear and tear or minor cosmetic damage to Goods, nor for damage to items that are inherently weak, fragile or poorly constructed. The Company will not be liable for damage to property where access is restricted, where the Customer requires the Company to move items through narrow or awkward openings, or where the Customer insists on manoeuvres that the Company has advised against.

Where the Company is found legally liable for loss of or damage to Goods, such liability will typically be limited to the reasonable repair or replacement value of the affected items up to a maximum amount per job, unless otherwise agreed in writing or covered by additional insurance arranged by or on behalf of the Customer.

The Company will not be liable for any indirect, consequential or purely economic loss, including loss of profits, revenue, opportunity or enjoyment, arising from or in connection with the Services, whether in contract, tort or otherwise.

11. Delays and Events Beyond Control

The Company will use reasonable efforts to adhere to agreed dates and times but cannot guarantee exact arrival or completion times. Time estimates are provided in good faith and may be affected by traffic conditions, access issues, weather, breakdowns, accidents or other events beyond the Company’s reasonable control.

The Company is not liable for delay or failure to perform the Services where such delay or failure results from events beyond its reasonable control, including but not limited to adverse weather, road closures, congestion, breakdowns, accidents, industrial action, or the actions or omissions of third parties.

In such circumstances, the Company will make reasonable efforts to inform the Customer and to complete the Services as soon as reasonably practicable. Any additional costs or rescheduling will be discussed with the Customer.

12. Claims and Complaints

If the Customer believes that any Goods have been lost or damaged, or that the Services have not been provided with reasonable care and skill, the Customer must notify the Company as soon as possible and in any event within a reasonable time after completion of the Services or discovery of the issue.

The Customer must provide details of the alleged loss or damage, including supporting information and evidence where available. The Company will review the matter and may request further information or photographs to help assess the claim.

Failure to report issues within a reasonable time may prejudice the Company’s ability to investigate and may affect any potential remedy available to the Customer.

13. Insurance

The Company maintains appropriate business and vehicle insurance as required by law. This may include cover for goods in transit, subject to specific terms, limits and exclusions imposed by the insurer.

The Customer is encouraged to arrange additional insurance for high value or especially fragile items, or where the Customer wishes to ensure a higher level of protection than that provided under the Company’s standard cover and these Terms and Conditions.

14. Privacy and Personal Data

The Company may collect and process personal data about the Customer in order to handle enquiries, manage Bookings, provide Services, process payments and meet legal or regulatory obligations.

Personal data will be handled in a lawful, fair and transparent manner and will not be retained for longer than necessary. The Company may share limited information with third parties where required to perform the Services, such as payment processors or subcontractors, or where required by law.

15. Subcontracting

The Company may, at its discretion, subcontract all or part of the Services to carefully selected third parties while remaining responsible for the overall performance of the contract with the Customer.

Where subcontractors are used, these Terms and Conditions will continue to apply, and the Customer’s rights and obligations will remain unchanged.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of 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 out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or agreements, whether oral or written, relating to the same subject matter.