Roehampton Man And Van Terms and Conditions

These Terms and Conditions set out the basis on which Roehampton Man and Van provides removal and transport services to customers in the United Kingdom. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These terms apply to every man and van Roehampton service, including domestic moves, single-item transport, load-and-go collections, and related carrying or loading assistance.

1. Definitions
In these Terms and Conditions, “we”, “us” and “our” refer to Roehampton Man and Van. “You” and “your” refer to the customer, person making the booking, sender, recipient, or any person acting with authority on their behalf. “Service” means the transport, carrying, loading, unloading, or related moving work agreed in the booking confirmation. “Goods” means any items, furniture, belongings, waste, materials, or other property handled during the service.

2. Scope of Service
We provide a flexible man and van service designed to support practical transport needs. The exact scope of work will be confirmed at the time of booking and may include collection, loading, transit, unloading, and placement of items into a property, storage unit, or other agreed location. Any task not expressly confirmed may be refused or treated as an additional chargeable service. We reserve the right to decline items that are unsafe to move, prohibited by law, or unsuitable for transport in the vehicle allocated.

3. Booking Process
Bookings may be requested by telephone, email, online form, or other accepted communication method. A booking is only considered provisional until we have confirmed the date, time, collection and delivery points, and any special requirements. We may ask for photographs, inventory details, access information, floor levels, parking restrictions, or item dimensions before confirming the job. The customer must provide accurate and complete information. If the actual moving conditions differ from those described at booking, we may revise the price, schedule, vehicle size, staffing, or refuse to proceed if the new conditions create risk, delay, or impracticality.

All bookings are subject to availability of vehicles, staff, and time slots. Confirmation may be issued verbally, in writing, or by message. The customer is responsible for reviewing all details immediately upon confirmation, including addresses, dates, times, and the list of items to be moved. If any information is incorrect, the customer must notify us as soon as possible. We are not liable for missed appointments or additional costs caused by inaccurate booking details supplied by the customer.

4. Customer Responsibilities
The customer must ensure that goods are ready for collection at the agreed time, reasonably packed for transport where appropriate, and clearly separated from items not being moved. The customer must obtain any necessary permissions for access, parking, loading bay use, building entry, lifts, or property management approval. If keys, codes, permits, or escorts are required, these must be arranged in advance. The customer must also ensure that any dangerous, illegal, or restricted goods are identified before the service begins.

5. Payment Terms
Our prices may be quoted as an hourly rate, fixed fee, minimum charge, or tailored estimate depending on the nature of the work. Unless otherwise agreed, payment is due on completion of the service on the day of the move. We accept the payment methods stated at booking or on the invoice. In some cases, a deposit or advance payment may be required to secure the booking. Any deposit is non-refundable except where cancellation is made by us or where mandatory consumer law provides otherwise.

Additional charges may apply where the scope of work changes, including but not limited to extra waiting time, additional mileage, congestion or parking charges, stair carrying beyond what was stated, delays caused by access problems, additional labour, or the need for a larger vehicle. If items are not ready, or if the service cannot be completed in the booked time due to circumstances outside our control, further charges may be incurred. Unless stated otherwise, prices are exclusive of VAT where VAT is applicable.

6. Late or Failed Payment
If payment is not made when due, we may suspend work, retain goods to the extent permitted by law, charge reasonable administration fees, and recover any costs associated with collection of overdue sums. The customer agrees that any unpaid balance may be pursued through lawful debt recovery procedures. Title in any goods does not transfer to us by reason of non-payment, but we may exercise rights available under contract and law, including the right to refuse future services until outstanding amounts are settled.

7. Cancellations and Rescheduling
The customer may cancel or reschedule a booking by giving reasonable notice. Cancellation terms may depend on the time remaining before the scheduled service and on any costs already incurred by us, such as vehicle allocation, staff scheduling, or reserved parking arrangements. Where a cancellation occurs at short notice, we may charge a cancellation fee that reflects our genuine loss and administrative costs. If the customer is not present, access is refused, or the job cannot begin for reasons within the customer’s control, the booking may be treated as cancelled and charged accordingly.

We may also cancel or reschedule a booking where necessary for safety, operational reasons, adverse weather, traffic disruption, vehicle breakdown, staff illness, inaccurate information, or non-compliance with these Terms and Conditions. In such cases, we will aim to offer an alternative time or refund any prepayment for the cancelled portion of the service, subject to applicable law. We are not liable for indirect losses resulting from cancellation or rescheduling where the cause is outside our reasonable control.

8. Delays and Waiting Time
We will use reasonable efforts to arrive within the agreed time window, but all times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, accidents, weather, earlier jobs overrunning, or access issues. We are not responsible for consequential losses caused by ordinary delays unless they result from our negligence and are proven directly. If waiting time is incurred because the property is not ready, keys are unavailable, or loading or unloading cannot proceed, we may charge for waiting at the applicable rate.

9. Liability and Care of Goods
We will take reasonable care when handling goods, property, and premises. However, the customer acknowledges that moving heavy, awkward, fragile, or valuable items carries inherent risk. Unless otherwise agreed in writing, the customer is responsible for ensuring that fragile items are suitably packed and protected. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by inadequate packaging. Any claim for loss or damage must be raised promptly and supported by evidence such as photographs and item details.

Our liability, where established, is limited to direct loss or damage caused by our proven negligence and shall not include loss of profit, loss of use, emotional distress, or other indirect or consequential losses. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be limited or excluded. Where items are moved at the customer’s request despite obvious risk, we may require a written waiver or may decline the task.

10. Access, Parking and Property Conditions
The customer must ensure suitable access for our vehicle and crew. This includes providing accurate information about restricted roads, narrow entrances, stairs, lifts, loading points, height barriers, and parking availability. Any fines, penalties, or charges arising from inaccurate access information, unavailable parking, or failure to arrange permits may be passed on to the customer where permitted by law. We may refuse to carry out work where access conditions create an unreasonable safety risk or are materially different from what was disclosed at booking.

11. Prohibited and Restricted Items
We do not carry items that are illegal, dangerous, flammable, explosive, or otherwise prohibited by law or by our internal safety procedures. This includes, without limitation, uncontrolled hazardous waste, asbestos, gas cylinders, uncontained chemicals, firearms, stolen goods, and items requiring specialist licensing or handling unless agreed in advance and legally permitted. The customer must disclose any restricted items before the service begins. If prohibited goods are discovered during the move, we may stop work immediately and report the matter to the appropriate authority if required by law.

12. Waste Regulations
Where the service includes removal of waste or unwanted items, the customer must comply with applicable UK waste regulations. We may transport waste only where lawful and where the waste type is suitable for collection under the agreed service. The customer remains responsible for confirming whether items are household waste, bulky waste, recyclable materials, or controlled waste. If waste transfer notes, disposal receipts, or additional documentation are required by law, the customer must provide any necessary information and cooperate with any lawful request for records.

We are not responsible for misclassification of waste by the customer and may refuse any load that appears contaminated, hazardous, or unsuitable for ordinary collection. Waste must not be presented in a condition that creates a health or environmental risk to our staff, other road users, or the public. If we are asked to remove waste from commercial premises or on behalf of a business, the customer must ensure that all statutory obligations relating to storage, transport, and disposal are met. Any illegal dumping request will be refused, and the customer may be reported where required by law.

13. Insurance
We maintain insurance cover that is appropriate for the type of service we provide. However, insurance does not cover items that the customer has failed to declare accurately, items packed by the customer without adequate protection, or losses caused by circumstances outside our control. Customers should arrange their own insurance where they are transporting valuable, irreplaceable, or high-risk items. Any claim must be made within a reasonable time and must include a full description of the item, the alleged damage, and any supporting evidence.

14. Force Majeure
We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including severe weather, flooding, fire, road closures, strikes, civil disturbance, public authority action, epidemic restrictions, power failures, or sudden vehicle breakdowns. In such circumstances, we may suspend or cancel the service, rearrange the booking, or modify the service to a reasonable alternative. Any prepayment relating to a cancelled service may be refunded or applied to a rearranged booking at our discretion and in accordance with applicable law.

15. Complaints and Claims
If you are dissatisfied with any aspect of the service, you should notify us promptly so that the matter can be investigated. Claims for loss or damage should be submitted as soon as reasonably possible after the event. We may request supporting documents, images, invoices, proof of ownership, or repair quotations. Failure to report an issue promptly may affect our ability to investigate or resolve the matter. Nothing in these terms affects your statutory rights as a consumer under UK law.

16. Variation of Terms
We may update these Terms and Conditions from time to time to reflect changes in law, service practices, or operational requirements. The version in force at the time of booking will generally apply to that booking unless a change is required by law or agreed otherwise in writing. If any term is found to be invalid or unenforceable, the remaining terms will continue to apply in full force and effect.

17. Data and Communication
We may process personal data necessary to administer bookings, deliver services, issue invoices, manage claims, and comply with legal obligations. Communications relating to the service may be made by phone, email, text message, or other agreed method. The customer is responsible for providing accurate contact details and for monitoring messages relating to the booking. We will handle personal data in accordance with applicable data protection law.

18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights that apply under UK law. By booking a service with Roehampton Man and Van, you agree that these terms form the basis of the contract between us and the customer.