Terms and Conditions

Roehampton Man and Van Terms and Conditions

These Terms and Conditions set out the basis on which Roehampton Man and Van provides man and van, removals, and related transport services. By booking or using our services, you agree to be bound by these Terms and Conditions. You should read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Customer means the person, firm, or organisation booking or using our services.

Company means Roehampton Man and Van.

Services means any man and van, removal, relocation, loading, unloading, packing, or associated transport services supplied by the Company.

Vehicle means any van or other transport used by the Company to carry out the Services.

Goods means all items, furniture, personal effects, and other property which are the subject of the Services.

Contract means the agreement between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions.

2. Service Area

The Company operates primarily in and around Roehampton and the wider London and South East region, as well as to and from other destinations within the United Kingdom by prior arrangement. Availability of Services to any specific location is subject to the Company’s confirmation at the time of booking.

3. Booking Process

3.1 A booking is made when the Customer requests Services and the Company confirms acceptance of that request. Confirmation may be provided verbally or in writing, including by digital message or booking form.

3.2 The Customer must provide accurate and complete information at the time of booking, including:

Full collection and delivery addresses and any access restrictions.

Details of the Goods, including approximate volume, number of items, and any unusually heavy, fragile, or valuable items.

Preferred date and time of the move, and whether assistance with loading and unloading is required.

Parking arrangements, including any permit requirements.

3.3 The Company will provide a quotation based on the information supplied. Quotations are usually given as a fixed price or as an hourly rate, including details of any minimum charge period.

3.4 The Customer is responsible for checking that the details of the quotation and booking confirmation are correct. Any changes to the booking, including changes to addresses, dates, access, or load size, must be notified to the Company as soon as possible and may result in a revised quotation.

3.5 The Company reserves the right to refuse any booking at its discretion, including where access is unsafe, where the Goods are prohibited, or where the Customer has failed to comply with these Terms and Conditions.

4. Quotations and Pricing

4.1 Unless stated otherwise, quotations are based on normal access conditions and the information supplied by the Customer. Quotations do not include congestion charges, tolls, parking fines, ferry charges, or other additional costs unless specifically itemised.

4.2 The Company may adjust the price if:

The volume or nature of the Goods differs from that described at the time of booking.

There are delays caused by circumstances outside the Company’s control, including waiting time for keys or access.

Access is substantially more difficult than described, such as long carrying distances, additional flights of stairs, or restricted vehicle access.

Additional services are requested on the day, such as extra loading or additional drop-off points.

4.3 Unless specified as a binding fixed-price quotation, all time-based Services are charged from the agreed start time until completion of the job, including any waiting time attributable to the Customer.

5. Payments

5.1 The Customer must pay for the Services in accordance with the payment terms stated in the quotation or booking confirmation.

5.2 The Company may require a deposit to secure a booking. Deposits are non-transferable and may be non-refundable, subject to the cancellation provisions in these Terms and Conditions.

5.3 Unless otherwise agreed, payment of any balance is due immediately on completion of the Services. The Company reserves the right to refuse to unload the Vehicle until full payment has been made.

5.4 The Company may accept payment by cash, bank transfer, card, or other methods as communicated to the Customer. Any bank charges or transaction fees are the responsibility of the Customer.

5.5 If payment is not made when due, the Company reserves the right to charge interest on any overdue amount, and to recover any reasonable costs incurred in obtaining payment.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving notice to the Company.

6.2 If the Customer cancels more than 7 days before the scheduled service date, any deposit paid may be refunded at the Company’s discretion, less any reasonable administrative costs.

6.3 If the Customer cancels within 7 days of the service date, the Company may retain the deposit in full. If the Customer cancels within 48 hours of the service time, the Company may charge up to 50 percent of the quoted price. If the Customer cancels within 24 hours, the Company may charge up to 100 percent of the quoted price.

6.4 If the Customer is not present or not contactable at the agreed time and location, or if access is not available, this may be treated as a late cancellation and the Company may charge the full quoted amount.

6.5 The Company may cancel or postpone the Services if it is unable to carry out the work safely or legally, including due to extreme weather, vehicle failure, road closures, or other circumstances beyond its control. In such cases, the Company will seek to rearrange the Services or offer a refund of any deposit paid, but will not be liable for any consequential loss.

7. Customer Responsibilities

7.1 The Customer is responsible for:

Ensuring that Goods are properly packed, secured, and ready for transport unless packing services have been expressly agreed.

Removing or securing any loose or dangerous parts, such as washing machine drums or cables.

Ensuring that any appliances are disconnected, defrosted, and drained before the move.

Arranging suitable parking and any necessary permits or authorisations at both collection and delivery addresses.

Providing access at the agreed time and ensuring that any lifts, common areas, or access routes are available.

7.2 The Customer warrants that they are the owner of the Goods or have full authority to allow the Goods to be moved and to enter into this Contract.

7.3 The Customer must not ask the Company to transport any Goods that are prohibited, illegal, or unsafe, including but not limited to: firearms, explosives, flammable liquids, hazardous chemicals, perishable food, live animals, or items which may cause damage to the Vehicle or other Goods.

8. Company Responsibilities

8.1 The Company will provide the Services with reasonable care and skill, using suitably maintained vehicles and personnel.

8.2 The Company will take reasonable steps to protect the Customer’s property and Goods while they are in its care. However, the Customer should be aware that minor scuffs or marks can occasionally occur during moves, particularly where access is tight or items are very large.

8.3 The Company may, at its discretion, refuse to move any item which it reasonably considers unsafe, excessively heavy, or likely to cause damage to property or the Vehicle.

9. Liability and Limitations

9.1 The Company’s liability for loss of or damage to Goods is subject to the limitations set out in this section.

9.2 The Company will not be liable for any loss or damage to:

Goods packed by the Customer where damage arises from poor or inadequate packing.

Fragile items not adequately protected, including glass, mirrors, lamps, and electronics.

Cash, jewellery, watches, important documents, or other high-value items unless specifically declared and agreed in writing before the move.

9.3 The Company is not liable for normal wear and tear, minor cosmetic damage, or pre-existing defects. The Customer is advised to check Goods prior to the move and to highlight any existing damage.

9.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, or loss arising from delays, missed appointments, or other secondary effects of the move.

9.5 If the Company is found liable for loss of or damage to Goods, its liability will generally be limited to the reasonable cost of repair or replacement of the item, taking into account wear, age, and condition, and subject to any overall liability cap communicated to the Customer.

9.6 The Customer must notify the Company in writing of any visible loss or damage as soon as reasonably possible and, in any event, within 7 days of the move. Failure to report within this period may affect the Company’s ability to investigate and may limit or exclude liability.

10. Access, Parking, and Delays

10.1 The Customer is responsible for ensuring that the Vehicle can park legally and safely at both collection and delivery addresses.

10.2 Any parking fines, penalties, or congestion charges incurred as a direct result of instructions given by the Customer, or due to the absence of proper permits, may be added to the Customer’s bill.

10.3 The Company is not liable for delays caused by traffic, roadworks, accidents, weather conditions, or other events beyond its reasonable control. Time estimates are provided in good faith but are not guaranteed.

10.4 If delays occur that are attributable to the Customer, including waiting for keys, access, or packing to be completed, the Company may charge for additional waiting time at its standard rates.

11. Waste and Disposal Regulations

11.1 The Company provides removal and transport services and does not operate as a general waste carrier unless this has been expressly agreed in advance and complies with applicable regulations.

11.2 The Customer must not present household waste, construction rubble, or other controlled waste for removal unless the Company has agreed to provide a compliant disposal service. Additional charges will apply for such services.

11.3 The Company will not remove or dispose of hazardous or prohibited waste, including chemicals, asbestos, gas bottles, paint, or clinical waste. The Customer is responsible for arranging lawful disposal of such items.

11.4 Where the Company agrees to dispose of items on the Customer’s behalf, it will do so in accordance with relevant waste and environmental regulations. The Customer confirms that they have the right to dispose of such items.

12. Insurance

12.1 The Company maintains appropriate insurance cover for its vehicles and public liability, in line with industry practice.

12.2 The Customer is encouraged to ensure that their own home or contents insurance covers Goods in transit and during removals. Any additional insurance required is the responsibility of the Customer.

13. Complaints and Disputes

13.1 If the Customer has any concerns about the Services, they should raise them with the Company as soon as possible so that they can be addressed promptly.

13.2 In the event of a dispute, the Customer and the Company will seek to resolve the matter amicably in the first instance. If a resolution cannot be reached, either party may pursue legal remedies in accordance with the governing law clause below.

14. Data Protection and Privacy

14.1 The Company will collect and use personal information such as names, addresses, and contact details for the purpose of providing the Services, managing bookings, and processing payments.

14.2 The Company will take reasonable steps to protect personal data and will not sell or share it with third parties except where required to deliver the Services, comply with legal obligations, or with the Customer’s consent.

15. Governing Law and Jurisdiction

15.1 These Terms and Conditions and any Contract between the Customer and the Company are governed by the laws of England and Wales.

15.2 The courts of England and Wales will have exclusive jurisdiction to resolve any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16.2 The headings used in these Terms and Conditions are for convenience only and do not affect their interpretation.

16.3 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 right or remedy.

16.4 These Terms and Conditions may be updated or amended from time to time. The version in force at the time of booking will apply to the relevant Contract.